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5.0SERVICE
5.0Our 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.
383 ratings and 196 comments received in the last 90 days.
05 November 2024
Ferdi the sales consultant was excellent. 10/10
04 November 2024
As always excellent customer service
04 November 2024
Very happy with the car and the service was exceptional
03 November 2024
As above!
03 November 2024
Very good. Kept upto date and the car arrived earlier than forecast originally.
31 October 2024
Great service from Rob who took me through the process step by step.
30 October 2024
David Hawes was superb showing me inside and outside the car and never rushed me for one moment, so patient with me as there were a lot of new controls for me to master. Josh was also a pleasure to deal with.
30 October 2024
Please see my comments to question 1.
28 October 2024
all good, and a really comprehensive overview of all the new features etc
28 October 2024
They kept me well-informed while the car was being shipped over right up to delivery
25 October 2024
Once again, Callum was a gentleman, every thing run smoothly, we agreed a time he delivered.
23 October 2024
After an initial major issue, the Hook team worked hard to put things right and resolved the issue to my satisfaction
23 October 2024
I had an excellent experience with Rhys White and Tony Reilly. From placing my order to picking up my new car, they kept in regular contact and provided frequent updates on the build and delivery process.
09 October 2024
Kate Grundy was incredibly helpful and quick and made the whole experience so fun for me. She listened to my requirements and found an even better car than I could have hoped for. If I could buy a car from her again, I would.
08 October 2024
Really good experience, well looked after by Initially Rhys White and then by Tony Reilly in Rhys's absence. Both very friendly yet respectful and very professional and well informed.
06 October 2024
The customer service was excellent. Both Mr. Ferdi Khan and Mr. Rhys White were extremely helpful and professional in the whole process.
03 October 2024
I regard their effort and excellent service which is very much appreciated.
03 October 2024
Very satisfied. Paul was amazing, talking me through everything and making it all a very easy process in a friendly welcoming environment
03 October 2024
Very happy with the process from beginning to end. David Hawes from Marshall Hook was very helpful and looked after me very well. There were no pressure techniques and everything went very smoothly.
02 October 2024
Very much so!
02 October 2024
Seamless process
01 October 2024
Helpful team responsive at all times
30 September 2024
X
28 September 2024
Great! Every time I visit Marshall in Hook, everyone goes out of their way to make me feel welcome and valued.
22 September 2024
Absolutely brilliant from the team I dealt with could my be happier thanks you all
14 September 2024
Easy process
11 September 2024
Easy and clear
07 September 2024
A game of two halves. Pre sale very efficient & prompt communication. Post sale not so.
05 September 2024
Kate Grundy at Marshalls was a perfect example of how to close a deal.
05 September 2024
My family have been using Marshall's in Hook for years. We always receive excellent service and the team go above and beyond to get the best possible car to suit my needs.
04 September 2024
Ferdi Khan was fantastic in our dealings with him as where Rhys White and Richard Lambert Gough ,these guys really made our experience a good one!
03 September 2024
Although there is a mark in the rear off side passenger door the sales team have booked it into the paint shop as an after sale and have been brilliant
12 November 2024
Always well looked after and great service
11 November 2024
Good, friendly service to carry out recall work.
11 November 2024
The matter was dealt with very quickly by Andre on service desk.
11 November 2024
just did a good job
10 November 2024
Communication ahead of the service experience was excellent and the work carried out on time and to a high standard.
09 November 2024
I got through to Millie who said she would get some one to call me still waiting!! I only want to take out a service plan that you have quoted me for
09 November 2024
When I checked in I was told that my courtesy car would be a 530e Touring but on the day I was given a 520i saloon.
08 November 2024
Listens to your requirements and always takes on board in a professional manner.
07 November 2024
Caring and efficient.
07 November 2024
While the service agent was great, it took 2hrs 40mins to replace 4 tyres!!!
07 November 2024
Good service, accomodated my time schedule
07 November 2024
Friendly, helpful receptionist. Work completed on time.
06 November 2024
The service at Marshall's was exemplary. I can't fault any part of it. My negative score is no reflection on the dealership, but more on BMW as a whole for not recalling vehicles with this known fault.
06 November 2024
.
05 November 2024
Only needed an MOT but always made to feel welcome.
04 November 2024
Issue resolved with no problems
04 November 2024
Brandon looked after me from start to finish and was excellent at his job of keeping me informed
04 November 2024
All work done quickly and as requested.
03 November 2024
MOT and wash was carried out promptly and satisfactory
03 November 2024
Service was excellent, the car park was busy when we arrived so a member of the team took our car and found somewhere to park it for us.
03 November 2024
Good communication through put process
03 November 2024
Staff are friendly, efficient and knowledgable. I was seen straight away and my service was completed in less than 90 mins. Thank you.
03 November 2024
Refer to previous answer!
02 November 2024
Although I'm unsure about a full electric bmw I will probably always go here. They couldn't have done any more.
02 November 2024
Quick so didn't need the hire car.
01 November 2024
Car serviced on time. Jamie and Brendon were very knowledgable and explained everything clearly. Great experience.
01 November 2024
Being able to use your desk/facilities for work and Teams meeting was great wilth the car was serviced.
01 November 2024
Staff and environment spot on
01 November 2024
Booked in while I waited completed on time
31 October 2024
All our questions were answered in a layman's terms and easily understood
30 October 2024
Being a young woman I always find it quite daunting stepping foot into a garage but hats off to Jamie S for being so friendly and welcoming. He was so accommodating & explained everything very clearly regarding my concerns. What a credit to the team.
29 October 2024
Jamie Southgate
28 October 2024
The video showing my car whilst it was being serviced
28 October 2024
Servicing process is very straightforward
28 October 2024
Brandon excellent as always Helpful informative and courteous
26 October 2024
Excellent from start to finish. I was reluctant to buy another BMW having switched to VW however this service experience has been exceptional and especially JAMIE absolute top guy who looked after me with updates and a nice way about him.
26 October 2024
I thought the service team were excellent. Very personable. The pricing is very competitive. They had the capacity to carry out an additional service which was due soon at the same time as my brake service which made my life very easy.
25 October 2024
Servicer manager was very capable
24 October 2024
Couldn't fault it
24 October 2024
I was offered on 1st year birthday by email. Car check with video. Update to sat nav. 1 ltr oil at £15. Valet. I made new appointment. I was surprised when I was subsequently informed that my appointment was cancelled. I rebooked just sat nav, valet
23 October 2024
Expected oil and filter changes for first service but it appears that only an inspection was carried out. Have flagged this and am awaiting clarification
20 October 2024
Because Andre is an asset to BMW
20 October 2024
Excellent service and price.
20 October 2024
Recall was dealt with promptly and the car was cleaned inside and not which was a bonus. Wheels look so great now, they were black with grime and brake dust when I dropped the car off.
19 October 2024
The service chap based next door in mini were really helpful
19 October 2024
Nothing is too much trouble , always do a good job for a good price
18 October 2024
Comprehensive explanation of what had been done and advice about what will be required at next service
17 October 2024
Overall it was good. However the first interaction with the service advisor didn't meet the expectation.
17 October 2024
Great service, friendly and knowledgeable staff. let down by minor thing . car valet was poor.
17 October 2024
Everything was great although my check in notes of additional things to check if time allowed was ignored
16 October 2024
Marshall Hampshire really went above and beyond to sort me out on the day, providing me with a space to work and resolving the recall in a matter of hours. Could not thank Jamie enough!
16 October 2024
Well looked after.
15 October 2024
The problem with the car not updating the Idrive has not been resolved however the service manager was very helpful in trying to fix it.
15 October 2024
The job is always done efficiently and they keep you informed at every step.
15 October 2024
Again, have to name Jamie Southgate whom I saw for my check in and he took the time to telephone me in Windsor later that day to let me know the car was ready and could be left overnight until I got back the next day.
14 October 2024
Prompt and efficient high quality work deivered on the car.
13 October 2024
I was very pleased with the service, and thanks to Andy for staying past his finishing time to make sure my tyre pressure readings were accurate and all was satisfactory.
13 October 2024
Responsive, communication, polite and professional.
13 October 2024
As above. Alan Dodge was extremely helpful all the way through
13 October 2024
Communication excellent
13 October 2024
I had some trouble organising my visit due really to 1. My contact form not being answered & 2. My information being entered incorrectly to the system.
13 October 2024
See above
13 October 2024
Booking procedure wasn't the best at time of arrival, considering I'd spoken to the Marshalls call centre 3 weeks earlier to vook
12 October 2024
They went above and beyond for me. Very impressed
12 October 2024
Just did what was required and on time
12 October 2024
As above
11 October 2024
No problems, fast.
10 October 2024
It's not the cheapest, and I do consider getting quotes elsewhere.
10 October 2024
Extremely happy, Jamie helped me a lot with my requested service and was very informative and honest
08 October 2024
Very easy stress free process, treated very well by the staff at Hook BMW. In particular Andre Carter. He made sure that I was informed of all processes necessary. Was very well spoken and extremely helpful.
08 October 2024
Every visit is a pleasure.
08 October 2024
Great Service all work completed satisfactorily as expected
08 October 2024
Very good customer service
08 October 2024
My car has been serviced by Marshalls since new. The work has always been carried out to a very high standard.
06 October 2024
Good reception, had'nt book MOT with the service as I thought they did not do MOT's as not listed online services available, but they fitted it in for me.
05 October 2024
The dealership were great. I asked the central bookings for an MOT. They said no room. However the local dealership after the service said there was and to contact them direct to check (this is inefficient)
05 October 2024
Great customer service from Jamie Southgate explained everything clearly and looked after me. Friendly and professional. Sorted out loan car and took me through all the controls as it was different to mine
05 October 2024
Completely satisfied with the service, they carried out the service with care and attention and the car was ready when agreed for collection. Price for service didn't change from quoted price and service representative was first class.
04 October 2024
Treated brilliant all way through
04 October 2024
All ok price is too high and car clean was average
02 October 2024
Looked after well.
02 October 2024
Consistent high standard of customer care.
02 October 2024
Easy to book in, great service, completed work by 11am same day!
01 October 2024
A big thanks to Jamie who helped me Made the whole repair easy
30 September 2024
Vehilcle taken in on time, work performed in less time than first advised and returned washed and cleaned.
30 September 2024
Quality of paint finish was excellent, slight remaining dent is being resolved with a follow up appointment
29 September 2024
I was made aware of advisory work to my car without any pressure to get it done, taking into consideration the cost of the work is more than the value of the car.
29 September 2024
Always going the extra mile Jamie is first class
28 September 2024
Unfortunately, my car fault could not be properly diagnosed
28 September 2024
Everything I expected from an MOT visit
28 September 2024
I was received and dealt with efficiently
27 September 2024
Great friendly customer service
26 September 2024
Great, customised service in tracking down and fixing the problem
25 September 2024
Looked after by Andre Michaels Carter brilliantly
25 September 2024
Excellent
25 September 2024
nothing is too much trouble
24 September 2024
Couldn't fault the customer service
23 September 2024
Friendly & prompt service
23 September 2024
Work was completed quickly, but forgot to replace my front wipers
23 September 2024
The service i received was excellent
23 September 2024
All work completed plus a few things extra that needed completing,
22 September 2024
No problems, good communication and lovely courtesy Car
22 September 2024
Both the issues I sent the vehicle for were resolved.
22 September 2024
As above
21 September 2024
Good service
21 September 2024
Unfortunately not given 5 as the advisor had to be prompted for my name and the registration of the car and confirmation was given weeks in advance.
20 September 2024
The person scheduled to paint the repair reported in with COVID. I had delivered the car at 9:00a.m but I was only informed of this problem at16:00. Fortunately an hour later this was resolved and I was assured the work would be completed next day.
19 September 2024
They fitted me in on the day to change my tyre & washed my car too.
19 September 2024
Friendly efficient Saturday servicing.
19 September 2024
I am really happy with the way how the service was provided and the wait time was less as well.
18 September 2024
Great Dealership- Very friendly and the sales guys were patient and gave me time to look at all my options Thank you :)
18 September 2024
Despite the problems the staff were very helpful during the 3 days.
18 September 2024
As above.
17 September 2024
Work carried out as requested
17 September 2024
Work was started on time. Work complted in good time and vehicle cleaned very well.
17 September 2024
The service department were fabulous to deal with, they sorted out a hire car and the whole process was quick and efficient. Also a special thanks to Milly Lee-Djuric, always smiling and nothing was too much trouble - a real credit to the company.
16 September 2024
Very helpful staff that kept me up to date with the progress of the service.
16 September 2024
The final cost was very close to the estimate. Kudos to Mr Brandon Wilmont for his communication and customer service skills.
16 September 2024
As before
16 September 2024
Everything explained, urgent and non urgent requirements for the car. Good valet also.
16 September 2024
As above
15 September 2024
Very efficient service with good communication.
15 September 2024
Reception staff were courteous, service department were in constant contact regarding vehicle and collection was easy. Arranged for a further service plan which was straight forward
15 September 2024
Service advisor kept in touch and I knew waht was going to happen at each stage
15 September 2024
Very good
15 September 2024
Andre was very responsive and helpful throughout my engagement with Marshall's in Hook
15 September 2024
Darren was very good and kept me informed.
15 September 2024
Can't fault a single thing
15 September 2024
Salesperson was very knowledgeable and helpful
15 September 2024
Amazing customer service
14 September 2024
Adrian was standing in for Andre on the day. Very flexible and accommodating. Good service.
12 September 2024
Everyone was great.
12 September 2024
This branch were efficient and did the work they said they were going to do .
12 September 2024
Adrian is such a helpful person and just made the whole process easy
11 September 2024
Service done as expected and very good follow up incluidng the video. Good technology too..
10 September 2024
Very friendly
10 September 2024
Perfect, no problems. Quick, attentive and had a good desk to work from whilst the car was being serviced
10 September 2024
Staff are very helpful
10 September 2024
The service was efficient and staff polite and knowledgable
05 September 2024
They were extremely helpful with investigation of my problem and overall management and communication. I hope for the same level of commitment in future interactions.
02 September 2024
Good service
28 August 2024
All good apart from the map road map update which could not be completed in time so I will need a further appointment.
28 August 2024
Handled everything very well and completed the work very quickly.
28 August 2024
Jamie never lets me down, everything I request is completed to an excellent standard.
28 August 2024
Very good service
28 August 2024
Service at Marshall was brilliant however - super helpful staff, car fixed, great detail on the advisory items, totally satisfied.
27 August 2024
Really helpful and efficient staff
27 August 2024
Everything was dealt with perfectly and my car was available to collect on time.
26 August 2024
Timely organised and minimal disruption
25 August 2024
Very welcoming and helpful staff with a very friendly manner.
24 August 2024
Faults analysed, remedial actions and prices proposed, work done.
23 August 2024
Knowledgeable, efficient and courteous service agent. This was a waiting appointment and my car was completed in the time quoted.
22 August 2024
Great experience
22 August 2024
Excellent service, very quickly through the process when I arrived and later when I picked the car up. Thanks to Andre for ensuring all went smoothly
22 August 2024
Only took point off as parking for customers is poor, v few spaces and hard to get in and out of.
22 August 2024
Good customer service. Car parked perfect distance from the hedge.
22 August 2024
Quick and efficient.
22 August 2024
as above
22 August 2024
Overall experience great
22 August 2024
Exemplary as always.
22 August 2024
Prompt and friendly.
22 August 2024
The process was easy and well communicated
20 August 2024
Very knowledgeable and completed the recall efficiently
11 November 2024
The salesman was not aware that dual climate control was not available on my car.