Arden BMW Tunbridge Wells
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New car was faulty then badly damaged by service centre
Now called Stratstone BMW. We purchased a brand new hybrid X5 in 2021 that developed a leak in the panoramic sunroof in March 2024. The car was towed to Stratstone BMW for repair. Not only did they repeatedly fail to repair the issue, over the MONTHS they had our car, they repeatedly damaged it. They dropped a seat on the doorframe and dented it. They dented and scratched the outside of the car in several places. They tore, dented and stained the leather seats. Our car was in immaculate new condition when it went in and came back in such a dirty, dented, torn and damaged condition that the staff were visibly embarrassed and described it as horrific. BMW Stratstone (or Arden as it was briefly) attempted to fix some of the problems. They tried to buff out some scratches but instead damaged the paintwork with buff marks from an amateur. They tried to fix the leather and instead cut out a big wedge and badly glued down what was left. They tried to paint over scuffs on the leather to disguise it and used a different colour to the colour of the leather. We are now approaching a year since this has happened and it remains unresolved. They still have not fully fixed the leak and are aware this has left the car in a dangerous position as the windscreen entirely obscures any time we use the windscreen demister and takes a long time to clear. If we were to allow this to happen on a motorway, for example, the result could be lethal. Despite this, they’ve made no attempt to fix it even though they know it’s our only car. They offered to replace the mangled leather with new parts, but can’t give us a date when this can be done and a year later we’re still waiting. We then gave them a deadline of 1st January to provide us with their final solution before going to the Motor Ombudsman (9 months after they first tried to fix our car) and this deadline was completely ignored. Almost 12 months down the line and all they have offered us is the opportunity to give them a further £41k for the privilege of swapping our damaged and dangerous car in for a new one. Do not buy a car from these people and do not let them anywhere near your BMW. It has been a horrendous 12 months and I regret ever going anywhere near them. I bought this car with money left to me by my mother, in what was meant to be a joyous tribute and legacy. I am devastated. Members of staff we have been “helped” by so far (in addition to the staff in the service centre who damaged the car) include Chris Hawker, Robbie Acott and Sam Griffey.