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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.
We arranged a test drive of the i3. The car was ready and waiting, in perfect order. Your staff were as ever friendly, helpful and polite. The A's no pressure to get the car back. Excellent.
The time taken for the MOT was not ideal but the staff's handling of that was exemplary. The experience of booking the MOT was not good, however. See next answer.
Glad I got the appointment quickly. When I came in, there was a feeling that I wasn't expected (leading to delays). I found out and signed the quotation at the last minute. Where has the cold drinks fridge gone?
pleasant to book with and the staff looked after my car
Work got done but not in time.
When I initially dropped the car in for the warranty work Sophie handled the case and was exceptionally helpful and went over and above to provide regular feedback, despite the service department closing at 6pm Sophie called at 6:55pm with an update
Helpful staff and friendly
Fully explained the problems with my car and resolved issues
Overall I am very happy and particularly impressed by some exceptional team members. These team members are a credit to the organisation and most definitely valued.
Once there,..first confusion "never happened before", then ordered one part, then needed another.Dash cam not refitted, I-phone cable missing & car sluggish. Cable was probably was picked up by test engineer by accident..but even so.
friendly efficient helpful
fast service, received car back earlier than expected.
Car was not washed properly post service.
The booking missed the request for a courtesy car but the service manager find a solution without delay.
all went as planned, staff helpfull
I phoned ahead. I had to wait 20 minutes to see Chris and I was then told he had gone to lunch. Matt stepped in to day.
Competent and helpful staff who dealt with my visit to BMW very efficiently.
Always efficient, polite and punctual
Great service when the car was in but had some issues booking the car in for a minor body work repair
Great service with friendly staff. I love that I get my car cleaned too!
The fault with the fuel gauge was not fixed. I don't have the confidence that the fault was identified or any testing undertaken to confirm if the fault had been fixed - it was left to me to see if the problem had gone away
Vehicle took longer than expected but was kept informed.
If the experience had been exceptional I might have hiven a higher rating
The only bad point is i booked a book and wait service for 11am. It was very disappointing that the service was not started until 11.55am. What is the point of having a book and wait service if you do not stick to the time schedule.
Excellent service from all staff. If only other Dealerships were as conscientious and careful as this one. Worth the hundred mile round trip to Hook than my local Dealership.
The technicians advised me what needed doing to my car before carrying out any works. There were a few issues which I have been told to monitor and bring the car back to have checked.
6 days to replace a punctured tyre - something is wrong somewhere. however kept advised of progress, which was good.
Nice easy transaction.
Matt Clark did a great job
When I tried to drop my keys off the staff were totally un-interested and just pointed me at a machine even though they were doing nothing.
Charged substantially more than the list prices of BMW service catalogue and then my attempts to resolve have been ignored
Done exactly what I requested
Keep well informed
The checking in on arrival was very disappointing and I was kept waiting for some time. I was told to take a seat however my name wasn't taken. It was only after another customer and I complained they confessed they didn't even know we were waiting
Very prompt friendly service
The healpfullness of your staff and the politeness.
It would be better if I could be given a time that my car would have been ready by so I could have gone and done something rather than wait 3 hours for my car to be ready.
None of my issues were resolved and I felt fobbed off.
Disappointed that my new key did not work straight away as advised by the Parts person, but Chris in the Service Team booked the car in to have the new key coded up the next day and was very helpful.
The service assistant was excellent and kept me up to date with progress.
See above didn't do job made me late and charged for service that they couldn't have completed in timeframe
I, completely satisfied until they gave me a loan car that had no fuel, cracked windscreen and was dirty and filthy inside and outside. Otherwise I would of given top marks
Could have closed the bonnet and why when they clean the car do they not clean the windows?
Slow to check in the care - I was asked to be in for 0830 and kept waiting until 0850 to hand over the keys. I rang that afternoon at 1300 to see how the car was doing, only to be told it hadn't been looked at yet.
Did what needed to be done
Aside from the above, I had asked for the o/s rear tyre pressure to be corrected. They didn't. But - and apparently incorrectly - advised there was a n/s front sidewall puncture. I know it seems trivial, but it doesn't help to inspire confidence.
Delighted with quality of work and care/attention shown by service manager
The service was quick and efficient and the waiting room facilities were very good, with good internet access that allowed me to work while waiting for my car. The only criticism I would have is that the quality of the "free" car wash was poor.
Friendly staff always helpfull
I couldn't be happier. In order to get my car booked in for a service before the Service Pack expired, the staff went over and above any reasonable expectation to resolve an issue that was not of their making. I am EXCEPTIONALLY pleased.
As above, plus they price matched the MOT and managed to squeeze me in for a double tire change at very short notice. Desperate living closer to Barons BMW, I'll chose Marshals Hook dealership every time.
the problem, still exisits
As above - pleasant staff, clean show room, coffee was a nice touch. Walked away with a very good car at a very reasonable price. Good communication throughout.
Dealt with professionally and efficiently.
I was kept up to date throughout, comms were excellent and no question went unanswered. Thoroughly impressed with the response times too.
Darren was a pleasure to deal with even though my husband worked with him for a long time he was still professional and treated him as a customer
I had an issue with some paperwork, and although I was exceptionally frustrated, the team did everything to help me. I would like to add the party at fault was the council, not the team at this BMW centre.
Although I have no complaint against the dealership staff, I still do not have the car I have bought and paid for and no date for when it will be available.
The buying experience was fine. But I found it hard to contact the salesperson and as a result the process was slower than I'd have liked, so not quite full marks.
Perfect Thank you. Loved the reveal of my new pride and joy
Darren was easy going and not pushy at all which made me feel very valued as a customer.
Rhys White at BMW Marshall in Hook was very knowledgeable and understood my needs.
Excellent service from the account executive throughout the process
Give I've bought a £70k+ Sports car is have expected some kind of track day experience. Similar to JLR for off-road and Mercedes if you buy a C63.
My car was sourced and delivered quickly. Handover was done smoothly ........car was gleaming in the delivery bay on collection day. I would like to highly commend Josh West and Dan Sallows for all their help.
Would have been 5 stars but for the extended wait for delivery (about a month !)