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5.0SERVICE
4.5Our 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.
274 ratings and 137 comments received in the last 90 days.
06 April 2024
the team were very responsive and helpful throughout the process.
04 April 2024
Staff were very friendly and made me feel very welcome and took the time to explain all the documentation
04 April 2024
Kate was very helpful when in store and also when answering questions I had via email/telephone
03 April 2024
The sales team at Marshall BMW Hampshire (Paul Harris & Rhys White) were incredibly helpful in sourcing a new replacement vehicle which matched the specification I required from a new vehicle 5 stars all round
03 April 2024
great communication and expert service and knowledge
02 April 2024
Attentive yet not pressured, good comms. Knowledgable rep.
30 March 2024
Very happy with customer experience. Smart premises, friendly welcome.
28 March 2024
Rhys and Jay were fantastic. This is my 3rd M car and 4th BMW from them.
25 March 2024
Conor fantastic. Explained everything and quick to act.
24 March 2024
My sales assistant, whilst relatively young and inexperienced, conducted himself in a very professional but friendly manner.
16 March 2024
Excellent service. Treated me very well. Exactly what one would expect from a BMW dealer, which hasn't always been my experience with other BMW dealers.
13 March 2024
The team at Marshall's have been first class.
12 March 2024
Smooth process and great service
11 March 2024
Extremely nice staff
07 March 2024
Seriously impressed that you managed to meet my required timescale on a brand new car in 2 weeks - Hook BMW centre deserves a medal(s)
07 March 2024
I was very satisfied as everyone was helpful and made sure the purchase was as easy as possible from start to finish.
04 March 2024
Danny was super helpful, and went out of his way to make sure we found a car that fitted our specification and available budget.
03 March 2024
Everything was done to make things as smooth as possible including the assignment of our cherished registration plate
02 March 2024
Made to feel welcome from first walking into the dealership
01 March 2024
All went according to plan.
01 March 2024
Courteous and attentive staff and high quality environment
29 February 2024
Very satisfied Vehicle all set up and controls explained
28 February 2024
Shown all of the controls and paperwork was straightforward
27 February 2024
Car was set up ready to go, everything explained well. Excellent job. Really appreciate how easy Conor made this.
23 February 2024
I received great service from Marshalls BW Hook.
23 February 2024
Did exactly what they promised
22 February 2024
The saleswoman Kate was amazing!
22 February 2024
Paul went above and beyond for me
22 February 2024
Jay Pickford, the sales exec at Marshall Hampshire was first class. Always kept me informed, always helpful.
22 February 2024
The staff were very friendly and welcoming, showed me around the car and how to use all the tech in a super clear and easy way.
22 February 2024
Everything was sorted with no problems at all
07 February 2024
All first class
05 February 2024
Good, proficient sales staff, especially at the point of sale and delivery
30 January 2024
Every question was answered promptly and thoroughly
28 January 2024
I was very happy with the service I received from Jay. When I first came to collect my car with my husband, a scratch was found on my new car - I was told about it and the matter was dealt with efficiently and promptly.
27 January 2024
Everyone I dealt with was professional and helpful. I appreciated not being 'pushed' into a decision.
17 April 2024
Brennan was fantastic and very accomodating with options for a my brake service, the hook dealership is far but I always receive great customer care!
16 April 2024
Nothing is too much for patiently explaining each item requiring special immediate attention to fix, when Service Advisor needed to check/ consult/verify with other departments, this was done efficiently, effectively, professionally.
15 April 2024
straight forward easy process from start to finish
15 April 2024
Brandon who dealt with my car was very professional
15 April 2024
Go above and beyond, helpful, friendly, knowledgeable and efficient
15 April 2024
Excellent communications, clearly laid out the process, set expectations and delivered to them.
14 April 2024
Good communication. Arranged additional work that needed doing and provided a loan car.
14 April 2024
Excellent service
14 April 2024
Was made to feel welcome. And was treated like nothing was to much trouble.
14 April 2024
Everything went as expected.
12 April 2024
Dealt with quite quickly on the day and car was processed really fast. Issues were highlighted to me at the end.
11 April 2024
Prompt, courteous and efficient service experience
09 April 2024
Jamie Southgate is very experienced and knowledgeable without coming across as a "know-all". All my questions were understood and answered. Friendly, approachable and helpful. As far as I can tell, car is just fine after its MOT and service.
09 April 2024
Both the receptionist and Jamie were friendly and professional.
09 April 2024
Very satisfied but wish they would put my car seat back to how it was and not adjust it as I'm stuck with it now.
08 April 2024
Took nearly 3 hours and promises like it's coming off the ramp etc were not correct
08 April 2024
The service Rep, Jamie Southgate ensured the service went smoothly.
08 April 2024
Very accommodating, pleasant & helpful staff.
04 April 2024
Everyone is helpful and friendly and you are kept up to date with the progress of your car.
04 April 2024
Very good at the Service Centre. I can not fault the staff.
04 April 2024
The services itself I was very satisfied with my only remark was that I didn't have a complimentary clean
04 April 2024
Jamie did I great job but had to do a lot of corrections to my booking, I had checked in in advance and on the App leaving extensive notes as instructed but none of this transferred into the dealership and there wasn't even a job card prepared
03 April 2024
Expected outcome. Can't fault.
31 March 2024
The Hook facility is excellent and service is great. On its own I would give 5 star. However I booked by phone through the central service and very nearly ended up having a service my car didn't need. Fortunately Andre sorted it out.
29 March 2024
Excellent customer service Brandon was great
29 March 2024
Job carried out to my expection !
28 March 2024
Everyone from financial team , service and sales team has been excellent in both communication and professionalism.
28 March 2024
My contact Andre Carter kept me up to date with progress and my car was ready for collection at the promised time lovelyand clean too! Reception staff were friendly and helpful.
28 March 2024
The call centre, miss commented my service date to the garage on two occasions ( minus 2 points). However the garage did the work on my requested date without quibble, so increased the score from 3 to 4.
28 March 2024
I believe I was lied to about some work being done when it was not. On two occasions now, I've had to arrange work to be done after leaving the branch. Combined with the excessive wait times to get back into the branch, this is poor.
26 March 2024
Because everything went so well
26 March 2024
The staff were all very helpful especially Brandon Willmott who guided me through the whole process and saw the car was dealt with in a timely manner.
25 March 2024
Easy purchase, kept me informed and courteous throughout. I worked from the garage whilst waiting for the car and WiFi worked well.
25 March 2024
Very supportive staff
25 March 2024
Kept fully informed by knowledgeable staff. All as desribed prior to service. Great reception staff.
24 March 2024
Excellent service advisor who knew his cars.
24 March 2024
Helpful staff who organised service in a timely manner.
24 March 2024
My MOT was completed free health check and car washed. As I said above customer service was excellent
24 March 2024
Totally efficient whilst friendly
24 March 2024
Very good reception and a helpful service representative.
24 March 2024
Jamie, was great as was the team that initially looked after me,
24 March 2024
Kept informed of progress and car was ready when stated
24 March 2024
Unanswered question over use of my BMW app. Was adjusted to contact BMW directly by email but have had no reply.
23 March 2024
Sales not service user
19 March 2024
Job was done but wasn't the best experience. Had to fight for a courtesy car. Was quizzed if we had serviced with you previously. Despite buying 4 cars from you! Stopped using services once you sent me home from a service with illegal tyres!
19 March 2024
Service was amazing there, even cleaned my car, filled up my tyre pressure and were just amazing and so helpful.
19 March 2024
Everything ran v smoothly, to time, Brandan was excellent
19 March 2024
Good communication and service
19 March 2024
The service staff don't know the products. you wait an age to see someone. at times rude.
19 March 2024
Jamie Southgate always gives excellent service and has been extremely helpful over the 18 years he has been assisting with service to my cars at BMW
18 March 2024
Wrong part sent in and meant car was kept an extra day.
17 March 2024
Made welcome and clearly advised on what was being carried out.
16 March 2024
Long unnecessary wait just to collect keys whilst on a break from work as the person assigned to me was busy with a customer outside whilst at least 4 other staff sitting there with no customers. 25 mins!!
13 March 2024
Trustworthy
13 March 2024
I have dealt with Brandon in the Service team a number of times now and he's been excellent every time. Communicates very well and goes above and beyond to help out.
13 March 2024
Booked in at time i required. All parts changed as needed.Jamie was excellent explaining everything. Great experience.
12 March 2024
Did job well and kept me informed - some confusion on service plan but soon resolved
12 March 2024
Disgusted at being told it would cost £210 to plug a computer into my car to diagnose an issue.
11 March 2024
Marshalls resserving responded very well to my servicing requests
11 March 2024
Jamie was fantastic. Knew what I required and sorted everything out with clear information and explanation on issues with my car
11 March 2024
Asked for my car to be ready for 2:30pm but mentioned on the day I was ok for it to be ready by 4pm as my appointment had moved. Service mgr said would leave it as 2:30. It wasn't ready till 4:45! My appointment was 4:45 so I had to move it again!
10 March 2024
The service, communication and updates were all spot on
07 March 2024
An issue with my windscreen washer was reported but not fixed
07 March 2024
Great service, couldn't be more helpful.
07 March 2024
All work done to time. Perfect.
07 March 2024
Andre always responds to requests with a plan
05 March 2024
We had some issues with a leaking sunroof. The problem was not resolved initially and had to be returned. It has now been resolved and Andre was very apologetic and communicative with progress reports. We were happy with how matters were resolved.
04 March 2024
Very happy. They were quick and kept me informed on when my car would be ready.
04 March 2024
The service advisor - Matthew Adnitt provided a very professional customer service and explained every detail of the service and including the loan car. The service & mot completed was very good
04 March 2024
There was more wait involved than expected. Perhaps it was busier because of Monday morning?
03 March 2024
Car returned clean and so happy. Well done Marshalls
03 March 2024
As there was some polishing to do due to scratch's when I collected my vehicle, they missed cleaning my car as part of the service, i had to go out of my way another day, to get it cleaned, and waited over 30mins from when I arrived to bring served
03 March 2024
Very helpful, friendly and competent
01 March 2024
Friendly, very informative and no hassle
29 February 2024
Wonderful service - kind, patient and friendly team.
29 February 2024
Service and feedback by Jamie
29 February 2024
I've been extremely happy with Marshall Hampshire. They've been a delight to deal with.
29 February 2024
The service was good.
28 February 2024
Easy to book. Good communication
28 February 2024
Ferdi, with support from him team, for a stunning job to ensure a smooth buying experience
27 February 2024
Efficient and good explanation of what the full service entails.
26 February 2024
I think the paperwork received at the handback of the car should include a statement about the service plan status regarding funds available versus costs incurred.
25 February 2024
I will use them all the time from now on.
24 February 2024
See above
24 February 2024
Efficient service.
23 February 2024
Although the problem wasn't able to be resolved by the service department due to the problem originations from BMW in Germany, they did their best to rectify it, and kept me informed.
22 February 2024
As above, car owners have little choice other than getting servicing and repairs done at an authorised dealer, but this seems to result in uncompetitive pricing.
22 February 2024
Excellent service from booking to completing the work needed
22 February 2024
.
22 February 2024
Very helpful ,friendly and customer focused
22 February 2024
Very professional.
22 February 2024
Great service
22 February 2024
Everything done to the usual BMW standard
29 January 2024
Very grateful that Marshalls could arrange a battery replacement at short notice. BUT not very happy that I was not offered a 30% discount on a genuine BMW part as advertised.
29 January 2024
Staff were courteous and professional. Pleasant environment, easy access.
29 January 2024
Once in the branch the experience was very good.
28 January 2024
Very professional
28 January 2024
Everything was done and in a timely manner
28 January 2024
Very professional
27 January 2024
Good service
15 April 2024
Poor and rushed replies to email. Failing to think through the reply and no follow up communication