Marshallhampshirebmw Reviews 

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.

The worst branch I have ever come across. The people working there like Rhys White are just there to take your money and get documents signed while selling me a car that is not up to par with bmw standards and all the inconveniences caused. Rhys actually made me regret my purchase and i have to live with that for the rest of my life.

1 star rating is too much for their after sales service! It is appalling! They will not return calls, answer e-mails. On visiting showroom all we got was how he was the only one there and had over 300 call backs to make in a day. Tells you something. General manager didn’t even reply to email complaining about service. After you have bought a car from them they are not interested in you as a customer. AVOID!

Cancelled my appointment less than 24 hours before it’s due… ridiculous

If I could rate them minus I would. How BMW stick with them when they can't arrange a service call back is beyond me. I will forward their rating for BMW to consider if there is another partner they could have for the Poole area. Worse Customer service ever..

Since moving to Poole 14 months ago I have tried to use Marshalls to service my X5. Previously I was with BMW Cobham and then Barons of Farnborough who set the standard all should follow. Marshalls are difficult to deal with, don't care, will not answer the phone and when repeatedly ask for a call back to arrange warranty or service never respond. My wife on the strength of this refused to buy another BMW and 12 months ago purchased a new Merc from Sandown Mercedes Poole. There attention to detail and service is amazing and I feel sad going in there with my BMW as I like the X5 but whilst living in this area will not buy another BMW as I cannot go to Marshalls. BMW should look at all these reviews and take the BMW dealership away from them.

We waited 9 months for the delivery of a new X3 from Marshall BMW Bournemouth. We were subsequently told, the day before delivery, that the spec of the car was not what we had ordered, due to the chip shortage, and the salesman tried to tell me we'd been told this six months ago, which was simply an attempt to cover up for Marshall's inexcusable lack of communication with us. After a 9 month wait, to tell us this the day before delivery was outrageous. We cancelled the order and will never do business with Marshall's (or BMW) ever again. Having complained, we received cursory apologies from Marshall's Director Dan Evans, and Bournemouth's General Manager Julian Saunders, but the reality is that they do not care. My advice is to avoid this dealership at all costs.

First time to buy BMW car in Marshall Bournemouth, they just care about money, after they receive the full payment, I realised that the locking wheel nut is missing from the car, then they promised they will send it to my home address. But after one month I'm still waiting and they just keep ignoring my call and email, never reply. Poor service, Poor BMW dealership. Don't buy your BMW here! I can deeply feel what is BMW "high standard "quality and service. The funny thing is those salesmen and manager are keeping resign, but promise nothing to their customers before they leave.

New car (440i) with delivery miles (16 miles) provided with severe swirling and marring across all of the exterior paintwork, a result of poor and unsympathetic vehicle preparation.

To be fair Marshall contributed to the rectification via a professional detailer that I had to source and subsequently have works carried out at my inconvenience being without the car for 2 days. Obtaining a resolve took months of me chasing and ultimately lead to escalation to the dealership manager.

10 weeks since purchase (at time of writing) I have not received a single follow up call or email from aftersales or customer service to garner my views on Marshall customer service or my customer experience. I find this odd, and frankly a tardy approach in an age where every company providing any form of service or sale is chasing for ratings as part of their KPI monitoring and continuous business improvement.

If you're familiar with the brand and know what you want to buy (like I did) then you know the product you're getting into. If you're looking for a positive touchy feely buying experience that makes a customer feel special, think again. Ironic for a company who is ‘totally committed to customers, aiming to provide an unrivalled level of car and attention’.

Would I buy from Marshall again? Probably not. Having bought previously from Rybrook and Sytner BMW, I’d return there instead.

What a shambles I purchased a 240i from the Hook branch on the 29/6 and when we collected it the wind deflector and the private plates we had been promised were not available but we were told that they would be posted on the following Monday, three weeks later despite numerous emails and phone calls we are still waiting. It appears that they have difficulty posting a parcel which has now gone missing worrying for the fact that it contains the plates but they don’t seem to care at all. I spoke to Mike Thomas onmoday evening to express my dismay at the poor poor service and he promised to resolve it. On tues he told me that ParcelForce where checking the whereabouts within twenty minutes and would phone me back not a word I understand that he went on holiday.??.

I have never experienced such inept service over such a simple matter from a company that puts customer service as it’s lowest priority I think 1 star is one too much.

My car was part of a safety recall by BMW. A simple matter of replacing a battery cable. It took a month to find a slot, but that's not the issue here.

It was Christmas Eve, lunchtime when I came to pick up the car. Immediately upon starting, the car gave me a warning light about a low battery. The place was now closed, I need the car over Christmas and New Year. I told myself "It must be a bit discharged from the work they've been doing. It'll charge itself after I drive around a bit."

I got a three days with no warning lights. Then they started coming, thicker and faster.

I called up Marshall's. They said they'd diagnose the issue but if they didn't think it was them, they'd charge me.

- Wait. What? The issue started in that car park after they had worked on it.
- Did I tell anyone?
- No. You were closing and I needed the car.

Against my better judgement, I sent in my car for diagnosis. In the naïve hope that they would be up front if they had caused the issue. What else could I do?

I get a call. They had found the issue. It was going to cost over £700 for a new battery, and two new cables. But honest, it wasn't them that caused the issue. Oh - and they had ordered two of the parts already without consulting me. Was that alright!?

Let me just say that again. £700. For a bunch of non-moving parts (that would have a low probability of failing in normal use) and a new battery.

The car had been with them for 2 days now. It was getting to the point where I needed it fixed and back. This took another 2 days.

They gave me a discount and it came to just over £600. They acted like they were doing me a favour. As far as I am concerned, I believe I have been defrauded, rinsed, and taken for a ride.

I'll let you decide if this a place you'd like to use.