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As well as providing the finest quality approved used and new vehicles (including Motability) for BMW, we are totally committed to our customers, aiming to provide an unrivalled level of care and attention.
I was reminded a service was required by telephone, I received a call during the service to advise me of progress etc, and the car was returned to me at the time advised having been cleaned inside and out
Easy drop-off, all work performed on time
Efficient, friendly and make you feel a valued customer.
it would have been 5 stars - but there was a hiccup in communicationsd where I left a message with front desk cancelling a pick up - but it didn't reach the ervice department guys who sent drivers out anyway on a wasted journey as I wasn't here
I've dealt with a lot of main dealers but the level of customer service provided to me was outstanding and in particular Jamie Steel and Katie Ryalls. Its refreshing to meet people with a "can do" attitude and nothing is too much trouble.
Fantastic service, from start to finish! Tom Clark and Jamie Southgate were amazing. This was my first visit to Marshall BMW hook
Kept me informed. work done as specified. Excellent service
When I booked the service I was offered a loan car and allowance was made for the fact that the work may take more than 1 day. Hesh kept me very well informed. Friendly greeting on arrival and comprehensive explanation of work done
It's still on going as car back in garage. But very happy so far.
Managed to cure a fault under warranty and save me some money.
My wife has a MINI Countryman and I drive a BMW X3 and a BMW Z4
Jamie steel and Jamie Southgate are just outstanding
I have to give particular star satisfaction to staff member Tom Clark who kept in touch with me on all aspects of my service and MOT. An extremely friendly young man.
Pick-up and drop off good, all work satisfactory. Very difficult to get through on telephone. Forgot to do SW update on scheduled visit so had to pick-up again. All brake pads showing green in car bit asked if I wanted them replaced anyway?
Katie Ryalls went above and beyond to assist me prior to my visit. She provided a very high level of customer service which is a rare experience these days.
Given it was a fairly limited service - car picked up - service and MoT done, prompt communication.
outstanding service from the 2x Jamie,s
The service was carried out to time and online videos provided of the cars condition. As a customer, I always feel that the staff are working to provide the best service possible.
Highly responsive service with perfect outcome
Jamie Southgate & Neil Prichard's Service
Staff were professional
I was well looked after but more importantly he car was well checked over and feedback was clear
Tom on the service desk was very helpful and supported me with resolving the issue with my tyre.
My tyre split and was taken to the closest BMW, which is not my normal one, despite this Hesh provided brilliant service.
All the Service Staff were excellent
Stress free experience.
The service team were efficient and dealt with the problems presented by me. As well as the regular service there were a number of other small issues that needed rectifying. All bar one of these were dealt with on the day.
Polite, efficient service. Forgot to update the service book (common problem at BMW garages, I've found!). They always tell you it is because the record is all held on computer and accessed via the key fob. That's no good if I want to sell privately.
I had an m.o.t and the service guys took the time to explain what would be need before I come for a service and I will book my car in May to have a big service. I will always come back to BMW.
I love my BMW and after my last experience I think the people are very nice too.From your meet and greet to the mechanic all very nice to me and Campbell my dog. Thank you.
Friendly efficient staff and good service
Did what would be expected of a quality brand
only issue was the MOT certificate was missing from the paperwork.
The staff were very helpful and did everything to accommodate my requirements
Excellent communications; very efficient servicing; everyone I dealt with were very polite & helpful, both face to face & on telephone.
It is not my first visit to Marshall's Hook given the exceptional customer service that I received on my previous service related visits and also this latest visit. I aim to continue to bring my car to Marshall's Hook for my servicing needs.
Tom Clark and Jamie Steel looked after me very well as they always do. Very good service level.
friendly staff and issue was resolved promptly. only negative was the car wasnt washed
Cannot fault their customer service. Everything I asked for was done
One of the items on the work list was not completed and still not satisfied automatic gearbox works properly
See above answer. Considering the amount of money I've paid on servicing and repairs in a short timescale, the lack of communication was rubbish. I'm considering never bringing my vehicle for official BMW servicing in the future.
Because it's true
Great communication throughout
They listened to my description and diligently sorted out my car's problem,
Marshalls, and particularly Terry Rideout, have been very easy to deal with.
Costs quoted are always far in excess of elsewhere (for the same product - MOT, tyres etc.)
For the second time, Marshall Hampshire have proved themselves to be efficient, professional, and great to deal with. My service advisor, Hesh, deserves particular credit.
It took half an hour to check the car in although I had already accepted the quote and as I had bought the car off you, you already had all my and the cars details.The excuse was that one of your service engineers had not turned up. NOT MY PROBLEM!!
Car collected and returned by very pleasant staff and car cleaned to a high standard
Excellent service once in the dealership. I did have difficulty reaching the service team via phone/email. It took 3 days to make initial contact and when I did make phone contact I did not find the person overly helpful or understanding.
The service and attention to detail and convenience is excellent. I would have gone higher but I always feel I am being asked to buy additional services which are either unnecessary or overpriced. E.G. Check wheel alignment £300 if memory serves.
Dealt with issue
Jamie Southgate made sure I was looked after and my car was in safe hands for the duration of my visit. Jamie kept me up to date with what was happening and went through any issues with my car before I left.
The service was excellent overall, the only shortfall was the final warranty check, I guess I was expecting a video of the complete check with comments (as per Audi A5) bit of a shortfall here, all I got was the depth of tyre treads.
Marshall were sympathetic and very helpful..
I was very satisfied with Marshall Hampshire. I just felt that I should of been able to have the option of having tyres replaced at the dealership. Such a reputable dealership should have been able to compete on price with outside suppliers.
Was carried out to the usual high standard and kept uptodate with expected tfinish time
very efficient and helpful
I waited nearly twice the quoted timeframe for work to be done, which, unfortunately, wasnt complete and meant I had to come back again the following day. This is below the standards Ive come to expect.
Extremely easy also very polite
Efficient service with pick-up and delivery included
Excellent communication from the staff and vehicle healthcheck gives me the confidence that my car is safe to drive.
Always treated in a professional manner by the person on the desk
See above. Issues persist. Charged for work that should have been covered by warranty. Issues persist AFTER paying for them to be fixed.
My 1 hour appointment took 3 hours. I was told my car needed new brake discs when in fact the pads just needed changing. Whilst attempting to remove my wheels, the technician snapped my lockable wheel nut and I was advised Id need to pat to fix them
The Service Desk was very professional, arranged a time to suit me and let me know in good time when the work was finished. The free car wash & vacuum was also much appreciated.
The service was quick and efficient and provided a video. I have since changed my rear tyres.
Excellent service from service adviser and the problem that you saw the car for was fixed (hooray)!
I wish they would remember to stamp the log book after servicing
I have made a few trips in to Marshalls recently and have found them helpful and courteous, and nothing seems too much trouble. I enjoy coming to the dealership.
Wheel locking nut pouch put down the side of my seat without telling me, where as my service book was left on the seat. Made me think they still had the locking nut but after 2 calls got the answer. Easily avoided.
Good service - affordability too high
Jamie Steel has done an outstanding job of ensuring I feel like a valued customer. I cant rate his customer service highly enough.
Marshalls have always provided me with exceptional service. Jamie Steel in particular has been very helpful with the recent large repair bills.
poor customer service
They fixed the problem.
Repairs were GOOD. Mark taken away for my above answer
The individuals, Gordon Hanmore and Martin are excellent and worked really hard to fix the issues.On this visit alone they would get 5, however, the number of minor issues and time to fix the main issue have reduced it.
Extremely helpful staff, excellent customer service and kept me informed
Because you are treated the same whether you drive a 1 series or an X6
No problems when I purchased my vehicle and good notification of when my service was required.
Liked the video link
Everything was fine, from collection through feedback and then the return of the car.
When arriving to collect my car, I was sat waiting for 2+ hours as Chris had not been made aware I was here
A really helpful, knowledgable team
I never give 100% on surveys of this kind because I believe nothing can be perfect.
This time around the MOT experience and service was good. Although I didn't appreciate the hard sell on getting my air con serviced when it was only done at the last service and not something that is essential
Great service as always, and good to see Tom Clark back in the team!
dealt with efficiently and in time
Very good, efficient, friendly, helpful and informative service
2 hour wait for a battery replacement booked as "while you wait". I have to admit being 10 minutes late though.Otherwise, all excellent as usual.
Good communication, excellent customer care
Tyew prices take the mick
Always go the extra mile to make sure we ate happy.
Chris was informative and professional through out.
customer service was excellent - always kept up to date with status of my car throughout the day and there were no delays
Because I'm completely satisfied.
The service department have been excellent on every occasion, I can't speak more highly of them. The service department is the only reason I've not given the other questions much lower scores, they should be praised.
Everything go well
Everything was good
During service, the mechanicsend the footage how it go on.
I would have given 10 but the cleaning of the car was not up to the normal standard!
Good team there and they look after the customer
Great salesman,Tom was very helpful and really made the experience a pleasure.
Marshall at Hook were excellent in keeping me up to date on the supply of my new car. The staff were very friendly and helpful with any queries I had.
Couldnt fault any element of service from any department we dealt with
The whole experience compared to previous experience as other dealerships was excellent and i have recommended to friends and family already
Just good people to deal with, and made me feel special
Again I feel we were very well looked after and even now if I have any issues Luis or anyone at the garage is more than helpful.
Staff attentive to giving full information and always courteous.
A very friendly and professional service from the initial consultation to the completion of the sales cycle and collection of the car.
Excellent, no hassle and helpful service
The sales process is slick - you are getting my money and it clearly shows you as a company only have one ambition - to take as much as you can and give nothing back - loyalty means nothing to the BMW culture as does follow on customer service
The dates and timescales were clearly advised and adhered to, a very slick operation
Very thorough, managed to expedite the delivery of the vehicle
Everything was fine no issues
Rhys White was extremely professional and knowledgable, a 5 star service. Receptionist (27/02/18 at 2.45pm), being made to wait upon arrival whilst she finishes her conversation about texting with a colleague, the only down side to my experience.
I was provided with exactly the car I wanted, with friendly service, in a very timely manner
I thought the show room was Ok, quite basic
Tom Jeans provided an excellent service, from finding a car which meets my needs and budget to ensuring a speedy delivery of the vehicle.
Salesman made it very personal
Given everything I asked for + excellent service