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5.0SERVICE
4.0Our centre star rating is based on customer satisfaction scores from real customers. It is based on information collated by BMW UK over the past 90 days of new car sales and aftersales service transactions, where the customers have subsequently elected to complete a satisfaction survey online or by phone. You will also see below customer comments, which are unedited.
324 ratings and 177 comments received in the last 90 days.
13 November 2024
Nadia Burton looked after me throughout the whole journey, even responding whilst on leave, couldn't fault the experience
13 November 2024
They took the time to go through everything and nothing was rushed
09 November 2024
All good when ordering then I feel I was on given incorrect delivery times of car as I was told it was being delivered in two weeks of me ordering and in fact that was never going to happen on still leaving factory.
07 November 2024
Excellent dealership. Helpful and knowledgeable staff.
04 November 2024
Nadia made the experience very effortless and was able to answer any questions I had.
04 November 2024
Love the hot chocolate Salesman very friendly Did their best in difficult circumstances with supply and systems
04 November 2024
Helpful and polite staff
25 October 2024
The whole process was easy and personal.
23 October 2024
Nadia was communicative and helpful throughout the process of trading in our old BMW and purchasing the new car.
22 October 2024
Nadia was brilliant, made everything easy and simple, regular communication, reliable and professional throughout. Financial lead was also excellent and thorough.
18 October 2024
We had a few hiccups but everything got sorted to my satisfaction in the end and I've been promised a follow up session, should I want it, to cover newer operating system aspects that I'm not familiar with from driving a much older model.
08 October 2024
They did all the could for me
07 October 2024
The last two cars I have bought with Cassidy's help and she has been so helpful both during the purchase process to make sure i had everything I needed and subsequently at delivery to make sure everything was set up just how I like it
06 October 2024
Nothing was too much trouble
06 October 2024
Great staff - helpful and attentive
04 October 2024
Swift and efficient, 3 days from purchase to delivery, great customer service
04 October 2024
Ben and Chris were excellent every step of the way from pre-sales phone call right through to collection of my new car
04 October 2024
We dealt with a lady called Cassidy Robert's. She was nothing short of fantastic throughout the process. I think she is a proper asset to the dealership
03 October 2024
From start to finish Arden and the staff have kept me informed at all times and the handover of the vehicle was on time and payment was dealt with very efficiently and i was given a choice of methids to pay. Excellent service.
03 October 2024
Nadia was excellent
03 October 2024
Again staff very knowledgeable and made the experience a good one
03 October 2024
I have a long standing relationship with the dealership, both in relation to sales and service. Always had a good experience.
02 October 2024
Friendly people who answered all our questions.
02 October 2024
They listened to what I had to say and created a deal for me within my budget.
02 October 2024
however the process was slightly painful. Wanted to collect my car a little early but it was not ready, and arrived at 10 but was seen at 10:45.
01 October 2024
Very easy and well explained
01 October 2024
Sam was my Sales contact. He helped in finding a suitable car and took me out on a couple of test drives. I ended up buying new. Good handover process and I know i can go back if I have any follow up questions.
01 October 2024
Straight forward and great service
01 October 2024
Olivia looked after us superbly all the way from initial enquiry to handover, very friendly, very helpful and very professional attitude all the way through with great communication.
01 October 2024
Exceptional service from start to finish. I would highly recommend this branch.
01 October 2024
Cassidy was very helpful and professional
30 September 2024
I visited four dealers before ordering my car, my treatment at Arden was much better than at any others. I was shown the car and had my questions answered in a pleasant and relaxed way and we went on a good route for the test drive.
29 September 2024
Nadia made me feel really special - such a personalised touch.
22 September 2024
Olivia was very helpful and personable,
19 September 2024
Great reception and refreshments plus polite staff.
18 September 2024
Nadia went above and beyond on the handover by presenting myself and my family with a lovely presentation.
17 September 2024
Very pleasant experience.
10 September 2024
Car arrived when I was told it would Kept up to date with txt and emails and kept well informed.
06 September 2024
Good car buying experience which met the expectations set.
03 September 2024
I was kept informed re the progress of our car and also enjoyed excellent after sales service.
26 August 2024
Very satisfied with the purchase and delivered very quick
13 November 2024
Professional and attentive service provided by Steve Brand and his colleagues at Tunbridge Wells dealership.
13 November 2024
It was easy to talk to Steve about the essential work needed and how to manage the cost. He was attentive, courteous and kind. He also went beyond expectations in the way he liaised with the service engineer for me.
12 November 2024
excellent service
11 November 2024
Very good as always
11 November 2024
... ready for collection. I expressed my displeasure and recounted what had happened since I had delivered by car the morning before. I said that it was far from the premium service expected of a premium brand. The service mananager apologised and ..
07 November 2024
Staff were friendly and efficient.
07 November 2024
Great lady showed care and friendliness and professionalism.
07 November 2024
Awful. Truly awful. The impression when you walk into the showroom feels like a boiler room sales environment. I've also paid for a car service whereby the health check video wasnt sent to me, nor was the car valeted.
05 November 2024
Absolutely appalling. I spent 3 days ringing, leaving my phone to ring for over 45 minutes on one occasion. Not once was the phone answered. I will not be taking my car back here.
01 November 2024
all staff pleasant and helpful
31 October 2024
I was given a loan car for the recall work but despite having mine being automatic, I was given a basic manual vehicle without being asked if this was suitable
31 October 2024
Steve has always been very helpful
30 October 2024
I was sent through an appointment of 10.20am and ready by 11.50am. By lunchtime I'd not heard anything so called to chase, got a call back at 3pm and told it had not been looked at yet. I then had to wait until my work day had finished to collect.
30 October 2024
Polite and ready on time
29 October 2024
Stephen Brand in Tunbridge Wells dealt with all issues well
29 October 2024
All queries answered
29 October 2024
They did all that was required and were pleasant and polite.
28 October 2024
The customer service team are obviously very overworked or the team needs to be bigger. My car went in on the Thursday 17th. I was promised phone calls on the Friday/Monday/Tuesday, I received none. I phoned several times but nobody phoned me back.
27 October 2024
Excellent service and follow up. The car was done before the expected time and we received a personal call to pick up the car. We also appreciate Saturday morning waiting appointments, especially since pick up service is no longer available.
25 October 2024
Customer service what a bit poor with regards to getting in touch with me when the vehicle was ready for collection. NEVER HAPPENED It took me at least 5 calls l to find out if the car was ready.
25 October 2024
The only issue i asked to be addressed was ignored.
25 October 2024
This garage have been looking after this vehicle since I bought it and with the extended warranty have kept me on the road and enjoy a great car
25 October 2024
Knowledgeable staff - both Steve and Molly
25 October 2024
First rate team always help you out . Very knowledgable never defensive.
25 October 2024
Very good experience
25 October 2024
Chris Hawker personally picked up and dropped off my car, leaving me free to carry out my work during the day. The car was returned back to me with all the work completed and it had been cleaned and hoovered.
25 October 2024
The car was given the best attention and was delivered back to me in pristine condition
23 October 2024
Do you have people who know anything about cars or sit in front of computers waiting for answers
21 October 2024
The whole experience is average tbh but sadly I feel that is across the board with BMW. from knowing that I have a service plan to me having to find the details to provide proof.
20 October 2024
Easy and quick
18 October 2024
Excellent service, going beyond what is expected to find solutions.
15 October 2024
I found Stephen Brand very welcoming, efficient and thorough.
15 October 2024
Great service
14 October 2024
Booking through to handover was simple and provided with great service.
13 October 2024
Reasonable repair time, polite service, impossible to reach on the phone - you get an impression that you are calling 'dad and a lad' garage rather than the main dealership. Very long wait at the reception on Saturday. No one manning the reception.
13 October 2024
Very poor service I'm afraid - a real lack of communication
13 October 2024
All good but we were messaged that car was ready and although it took us 50 minutes to arrive we found it wasn't ready. We then had to wait 20 more minutes, before car was located.
13 October 2024
Great service as always
12 October 2024
Wasn't there
12 October 2024
Everything went smoothly with the repair work and I was kept informed throughout
11 October 2024
Absolutely everything was perfect
11 October 2024
MOT arrangements went well. See previous remarks
10 October 2024
automated system sent me an email 5 days before my service to download the app, check in, and answer a bunch of questions about extras, and then told me it was looking forward to seeing me the next day. Had to call and confirm correct date.
10 October 2024
good service
10 October 2024
Took forever to check the car in for the recall. The gentleman serving me didn't seem to know what he was doing. Then one of the issues wasn't resolved but they didn't tell me. No one rang up give up update in the car so it almost wasn't ready.
10 October 2024
good communication
10 October 2024
would have been five if I had been offered a lift to High Brooms station - which used to be the case in the past
10 October 2024
You got me with the Lego BMW, loved it ??
09 October 2024
Steve Brand was extremely helpful and is an excellent asset to Arden BMW!
09 October 2024
Courtesy car would have made it 5 star
09 October 2024
I was able to book the car in promptly (given a choice of the next two days when I called), but information about the problem was not captured/communicated to the technicians accurately and as a result it was not diagnosed when it should have been.
08 October 2024
.
08 October 2024
Went above & beyond, cleaning the car inside/out & several gifts.
08 October 2024
The service plan covered the cost of the service and the admin was very good.
08 October 2024
Reliable and kept me informed about the progress of the work being done b
08 October 2024
Friendly staff
07 October 2024
Steven Booth dealt with my issue after some initial problems with the Arden call centre.
07 October 2024
Steve on the front desk was very friendly. My car was booked in for a saftey recall. The work was carried out as planned. My car was cleaned and vacumed and ready for collection as promised. I would recommend Arden Tunbridge Wells again.
07 October 2024
Happy. Not sure that there is a total understanding of the IX's idrive as there are some inconsistencies with the system that I don't think we got to the bottom of.
07 October 2024
Everything was done well, in good time, and went to plan
05 October 2024
The work was carried out efficiently and I was kept up to date with the progress throughout.
05 October 2024
Staff at the dealership were very helpful and sorted me out.
02 October 2024
Efficient and helpful team
02 October 2024
Took all day just for an MOT compared to other garages private and trade I.e Audi it doesn't take that long! Waiting ages just to drop off car and collect car when staff at desk not even saying will be with you shortly
01 October 2024
everything was completed as agreed and the faults rectified satisfactorily.
01 October 2024
Everything was taken care of promptly and was under my quote - even gave my car a wash and vacuum, excellent!
30 September 2024
Well informed and helpful staff.
28 September 2024
Car was taken in for a part re call, they gave the car a complete check up also while there and gave it a wash and vacuum. Perfect
28 September 2024
Quick and easy process
28 September 2024
Fast and efficient and helpful from Moly the advisor
26 September 2024
Car was returned washed and running well
26 September 2024
Huge improvements at Arden
26 September 2024
Very courteous and friendly staff
26 September 2024
Very quick and officiant service, bmw went the extra mile to make sure I was covered with a courtesy car and gave my car a valet too before it was given back to me.
25 September 2024
I really felt that Steve was flexible and managed to fit my job in at a time that suited me
25 September 2024
Problem solved. Price as quoted. Took longer than expected.
24 September 2024
I booked a waiting servicing but unfortunately this was not done and I had to wait a further 1 hour +. That said the team acknowledged their error and dealt with it honestly and efficiently.
24 September 2024
Service schedule explaind and cost charged within estimate
24 September 2024
Steve Brand goes above and beyond to assist his customer.
23 September 2024
Very good.
22 September 2024
Friendly and helpful staff
20 September 2024
As above, difficult to communicate with and no resolution offered.
20 September 2024
Very good overall. My two favourite things for 5* rating would be: 1. Don't add new wiper blades on in advance where the customer has ticked 'only if necessary'; 2. Fit the front dashcam as high as possible on the windscreen to minimise vision impact
20 September 2024
Always helpful and courteous, and communication with the customer is good. They WANT to do a good job.
20 September 2024
All fine if a bit expensive
20 September 2024
Attention to detail personal Service from Molly and Steve Brand
20 September 2024
Steve was very helpful and friendly. Car as cleaned and hoovered.
20 September 2024
Completed on tme,
19 September 2024
Service reception very helpful and kept me informed
19 September 2024
Pretty good. Everyone is very friendly. But my, its expensive
19 September 2024
Everything completed as expected and no surprises.
18 September 2024
Molly was superbly helpful and answered all my questions fully. Perfect service!
18 September 2024
The service and MOT we had done was handled with efficiency and friendliness.
18 September 2024
Would have preferred to speak with someone. Some things you can't automate
18 September 2024
See above. Convenience. Fast. Simple. Good communication.
18 September 2024
Nothing was an issue, everything was explained to me in detail. Only issue was the complimentary car clean wasn't the best.
17 September 2024
Very satisfied the service l received
16 September 2024
I was given a beautiful loan car to drive. Whilst my car was in for suspension issues, another problem was identified and fixed
15 September 2024
I had four new tyres, one of which was not correctly fitted and went flat on my journey home. However Arden recovered the car, gave me a courtesy car and provided another new tyre for free. Steve Brand in their service department was excellent.
12 September 2024
Everything went well
12 September 2024
The car had a difficult to diagnose intermittent fault, everyone did their best to resolve it.
11 September 2024
I always feel confident that my queries are fully understood and I receive a very informative explanation of what work will be required on my vehicle along with a cost estimate.
11 September 2024
Safety recall work was done and the service and communication by Molly was exceptional.
11 September 2024
Stephen looked after us well
11 September 2024
Excellent communicative from start to finish
11 September 2024
easy check in, quick service, very useful to get the text to say car ready
10 September 2024
Friendly and helpful service, quite happy.
10 September 2024
Helpful to try and resolve a programming issue - suggested return visit and curtesy car
09 September 2024
Steve Brand is particularly helpful and has been for so many years. He is a great asset to Arden Tunbridge Wells
09 September 2024
Everything that needed doing was completed and in a timely fashion
09 September 2024
Steve Brand has been my point of contact at Arden for five years and I have been grateful for his reliable and accurate information and service.
08 September 2024
My experience at Arden Tunbridge Wells is always amazing.
06 September 2024
Excellent and friendly service
06 September 2024
Good quality work in a speedy manner
05 September 2024
It was easy and efficient
05 September 2024
Very good. Steve Booth is great
04 September 2024
Always consistent.
04 September 2024
Great service, people and environment
04 September 2024
As above overall very good but slightly let down by tyre wear warning messages not cleared as requested.
03 September 2024
All good service.
03 September 2024
The wait was in was well In excess of the quoted time
02 September 2024
Exceptional and professional service from Steven Booth, Service Advisor, to sourcing and fitting new tyres on my car as a result of an MOT.
01 September 2024
Absolutely superb first class Customer Service on my recent visit from Stephen Brand and Cassidy Roberts. Also, the lovely lady who welcomed me on reception. The award for the best cleaned car goes to the Tunbridge Wells Dealership! ??????????
01 September 2024
No problems experienced
30 August 2024
Everything done brilliantly and quickly!
30 August 2024
Work carried out as arranged and at cost quoted. Car was booked in very quickly too.
30 August 2024
Superb customer service. Great customer hospitality. Good communication. Friendly service.
29 August 2024
Top draw services! Polite and happy to help with any enquiry
29 August 2024
All aspects met my expectations.
28 August 2024
It would be completley but you never know when you are going to get your car back
27 August 2024
Excellent service
26 August 2024
Completely satisfied.
25 August 2024
There were a couple of issue la with the car and Stephen came up with suggested approaches and arranged a loan car in the interim
22 August 2024
Great service and communication
22 August 2024
Nothing was too much trouble
14 November 2024
Speedy and efficient