Marshallhampshirebmw Reviews 34

Over the past 9 years we have taken our beloved MINI Cooper "S" to Marshall BMW MINI at Hook, Hampshire. In all that time we have been fortunate to be looked after by Jamie Southgate. Jamie is a wonderful ambassador for MINI Marshall: he is so very welcoming and so knowledgeable. He explains everything so clearly and always makes us feel special. He works incredibly hard and is very consciences. I am certain BMW MINI Marshall must be very proud of him indeed. Thank you so very much, Jamie. Best wishes, Gordon and Georgi. S123GTL.

Visiting a car dealership isn’t high on my entertainment list but Alex Mitchell at Marshalls Mini Hook always makes for an easy visit. He ‘sold’ me my latest mini and I’m pleased that he’s always been on hand to help me with any questions I’ve had. He’s professional, knowledgeable, friendly and I look forward to buying my next mini with him. A great asset to the company.

After car went into limp mode, had it recovered to Marshall in Hook.
They identified an issue, rectified it and returned car to me. Went back into limp mode after less that 50 miles, with what turned out to be a different issue.
They collected the car, and everyone I dealt with had the same attitude
'we returned a car to a customer without having rectified all faults, we need to make this right’
They resolved the issue, but advised it would reoccur, so had the car back, did a full investigation and then spoke to BMW about goodwill to cover some of the costs. This was their idea, I didn't have to ask at all. BMW UK covered the total repair bill.
Very happy with the service I received, everyone I dealt with was extremely helpful, has completely changed my view on using main dealer for a car out of warranty.

I had a fantastic experience purchasing my new BMW G81 M3 Touring. Max Duffied was a legend, from start to finish. Looked after me so well with my complex needs as I am one fussy customer. From ordering, sorting the finance out which was complicated with my special financial needs, having the car collected via my transport team for PPF, he sorted everything out for me. I now have the car and covered in PPF and I could not be happier, also brilliant deal could not refuse. I would certain be back to use them again and will be using my local Marshall in Hook for servicing I have been that impressed with Marshalls. Thank you

Total scammers. Poor After sales service and sales is one of the worst which you will only find out after you have purchased the vehicles.
These lot are the modern "arthur daleys" operating under the blessings of their partners in crime BMW!

Yes you will be very impressed when you go in to purchase a car. As soon s drive away or have a serious issue with the car, or BMW financial etc., these lot will be nowhere to be seen. They will ignore your edumails, not available on the phone,. and you will be lucky if the guy who sold you the car is still working there. Constant churn.

I made the mistake of buying in the past from there couple of times. I would avoid them like a plague now.

Dont trust this company at all it took ages to get money back, Finally got my money back. Think before you go there. If u dont want headache this place dont go here.

Avoid . Marshall bmw over promises and under delivers. Another valued customer will not be returning to Marshall bmw after sales staff offer to match other sites quotes but then after a few days come back and say they can’t. They are all talk no actions it’s no wonder they have so so many negative reviews on all their trust pilot reviews. Nearly everyone agrees they are a bad company to deal with

UPDATE: Had a very passive aggressive email from Chris Wells head of business,, who told me the matter was closed. Well it’s not and it’s not his decision. I will be actioning my complaints through the appropriate channels. An independent garage of higher rating than here has confirmed poor fitment of parts from work carried out here. Despite photographic evidence, Chris Wells thinks that the work was carried out to a BMW standard and correctly. He also tried to backtrack on lies told to BMW. They don’t care here. They told BMW head office that my behaviour was bad. I never once raised my voice, I never once swore. I just made a complaint to them in a normal tone. Perhaps they didn’t like the truth being told to them or that it was in front of other customers! Action has now commenced against them.
Absolutely the worst customer service I have ever come across. From the head of business Chris Wells, to Jamie Crane the service manager to Katrina who speaks to people like dirt. My experience of buying a car from BMW has been tarnished massively. The sales team literally just wanted my money and the car wasn’t what it was as I was told it would be. They tried to sweeten me with a free service. What a mistake. The quality of the work was very very poor. They then lied to BMW that they would wave the loan car fee, which was never told to me that there was one, but this was a lie. Massive mistake dealing with BMW Salisbury. My family have purchased over 30 BMWs and we will never buy from here again. I have had a 20 year dealings with BMW in the trade and will never deal with here again. I highly recommend that you go elsewhere or an independent where you will get the service your money and you deserve. I will be pursuing my complaints to the relevant regulators and legal channels after this dealership chose to try and shut down my complaints. My car is in the workshop having their work checked over.

Although my car is under warranty includes free courtesy car which in the end they charge me for it.

marshalls bournemouth are the worse to ever try to order parts from - we did bypass the issue and use marshalls salisbury who are super helpful and efficient - but were told yesterday that salisbury have been told they are not to deliver to christchurch and we must order through the bournemouth branch - which is a joke and impossible to do

I made an enquiry about a vehicle requesting a part exchange valuation for my vehicle, I was requested to send photos as I do not live near the Bournemouth branch, I have not received any reply even after sending a reminder.

Just spoken to service re a knocking noise in my 4 month old car. Couldn’t give a straight answer about whether the issue was covered under warranty. Delivering the script the operative in service was off hand and I didn’t like his tone. Fortunately got a much more sensible and polite person at Southampton BMW so booked it in with them. Never thought much of BMW in Bournemouth after owning BMWs for 35 years, avoid them!

I booked my car in for a service (fixed price online) and got hit with a 20%/~£100 increase as I dropped it off. No attempt to inform me of the excessive increase beforehand although I had a call the day before confirming the booking.

Marshalls blame BMW UK for the pricing, BMW UK have no interest and are unable to justify such an increase. Either way, I felt let down when my expectations could have been easily managed by informing me of the increase in advance.

i purchased a new BMW ix m 60
it has been nothing but problem, the service i have received is the worst i have ever had, i rejected car following the 3ed high voltage issue, they dragged this on and on, now say its to late to reject,
they have left me without cars at one point i had a fiat 5oo as a replacement to take 4 people to London for weekend stay, so ended up getting train!!!
do not by a car from them they are awful be warned!.

Dreadful experience buying an ex demo M240i.
Poor sales experience.
After purchase noticed headlight unit filled with water when raining, common fault when googled, Marshall Bournemouth saw the problem, said to book in for vacuum testing.
When arrived told unable to test as water was not currently visible (car garaged as has been away for a week) despite them having seen the problem at its worst.
Eventually agreed to keep car overnight so see if any moisture in unit the following day and only then would they investigate.
To top it off, no courtesy car despite email confirmation of booking and basically told tough luck.
AVOID like the plague and use a different dealership

I purchased a 750 from Marshall. Paid for delivery to my home address. The car was dumped on the forecourt with 2 loose keys. Handover was not provided given the hi tech on the car. I tried contact the Sales manager and BMW customer services and both are ignoring or not responding to the issues. I was left on hold when I called customer services and then cut-off.
I have emailed the BMW CEO to get some traction.

Tried to book my mini clubman in for a simple brake light issue. Was told there was a charge of £210 to diagnose the issue. Repair cost would be extra. Total rip off. That’s 2 days wages for me for them just to plug it into their diagnosis machine !

Worst customer service experience of my life.

I purchased a BMW 1 series from this approved used bmw dealership in November 22. It came with a years warranty, the sale process was fine - as expected. In April/May 2023 the car developed a horrendous knocking sound from the front whilst driving. It started around 3 miles into the journey when the car was warm. I took it back to this dealership on 23rd July 23 and thought it would be resolved within a week. No. I was initially told it was a steering rack issue and the car was unsafe to drive. Then someone else said it was suspension. Now they are in week 5 of having my car and stated they’ve checked everything and the can’t find a fault. They have done nearly 200 miles in my car and haven’t found a fault. Their only solution was to take the car back and wait for it to get worse. Or take it to another garage and pay out of my own pocket - lovely.

Customer service is appalling, we had to phone on every occasion, the 3 people I have spoken with from Marshall’s have all told me different things. Everyone you speak to lies and no one can give you a straight answer. They also made up a conversation that never took place. It became extremely tedious and boring having to constantly phone these people. Even trying to arrange for them to collect their hire vehicle was like pulling teeth. Yet they threatened me that the hire car would no longer be insured. To add insult to injury apparently they tried to pick up their hire car on a whim last week. So they drove 50+ miles each way in my car to realise no one was home. Who knows if this even happened.

The last conversation I had with the manager he continuously spoke about how much of a cost it has been to keep checking my car, but not find anything. And that this wasn’t money he could claim back from BMW UK. Making me feel as though it was my fault that the approved used BMW Marshall’s sold me had now developed an issue within 5 months of having the car.

Overall this is the worst customer service experience I have had. I now have a broken car, that BMW technicians themselves cannot fix. This has caused me and my partner immense stress and many sleepless nights. I thought buying from an approved used dealer with a warranty would be good. This was very wrong - avoid.

If there was anything lower than 1 star I'd use that.
Worst experience I've ever had buying from a BMW dealership in fact worst experience I've had buying a car full stop.
Bought a X3 for 25k to find there was an issue with the diff bearings (only 33k miles on the clock) and that's were the trouble starts, not willing too work with me to get the car in for repair and provide a larger hire car, after a month of being ignored and advised it was a wareentee issue (even though i have only had the car for 3-4 weeks and coverd 70 miles)
Finally got the car in for repair and what follows is weeks of terrable customer service, no updates, constant chasing for even a rough time frame of how long they would have my car (looking at a 3-4 week repair for a car ive just bought)
Ive now had the car 8, 9 weeks of which over a a 3rd of the time they have had it.
Strongly suggest you avoid this dealership, management are shocking, staff are rude and unhelpful- BMW should be ashamed to be associated with Marshall - wish they would give me my money back.

Absolute dumpster fire of a company. Sweet as pie until the sale is made, after that you may as well not exist. Don't return calls, don't respond to emails, no service at all. Avoid at all costs.