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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.
326 ratings and 175 comments received in the last 90 days.
29 December 2024
Kate Grundy, the sales executive at Marshall BMW in Hook is amazing. If it wasn't for her we probably would never have bought another BMW.
24 December 2024
The service from Marshall's was excellent. Very friendly, polite and efficient.
22 December 2024
They found me a car that met our specific spec requirements.
21 December 2024
Extremely satisfied - good communication, clear updates provided. The sales specialist was honest and guided us through the overall process, and was very helpful throughout.
18 December 2024
It was quick easy
13 December 2024
Every member of the staff was exceptionally polite, helpful and considerate Nothing was too much trouble - I have been driving for over 50 years and the staff are the best I have ever dealt with - not just sales
10 December 2024
Really happy.
07 December 2024
Very helpful sales team, prompt and attentive.
01 December 2024
For the same reasons - the process is relaxed but professional and nothing is too much trouble.
30 November 2024
Kept me informed and helped when I required it
11 November 2024
The salesman was not aware that dual climate control was not available on my car.
05 November 2024
Ferdi the sales consultant was excellent. 10/10
04 November 2024
Very happy with the car and the service was exceptional
04 November 2024
As always excellent customer service
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
Please see my comments to question 1.
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.
28 October 2024
They kept me well-informed while the car was being shipped over right up to delivery
28 October 2024
all good, and a really comprehensive overview of all the new features etc
25 October 2024
Once again, Callum was a gentleman, every thing run smoothly, we agreed a time he delivered.
19 January 2025
Good experience
19 January 2025
Having asked for my car to be ready at a certain time, Milly was as good as her word and contacted me for collecting prior to my cut off time.
19 January 2025
Andrei. Obviously service good, but would recommend.
19 January 2025
I received a very friendly reception and the car was ready for collection at the arranged time
18 January 2025
Hassle free thanks to a really helpful point of contact
17 January 2025
Fast efficient service, explained everything well
17 January 2025
Damaged in my car in multiple places but my main concern is the alloy. I understand things like this can happen but it makes it worse when the garage cant accept responsibility.
15 January 2025
Millie was very helpful
15 January 2025
Only one small thing, car was cleaned on the outside but not the inside. Otherwise all good.
15 January 2025
Quality experience and good communications.
15 January 2025
Great service
14 January 2025
Spot on! Punctual, efficient, courteous and the car was even cleaned.
14 January 2025
Very good, all the way through
14 January 2025
Friendly staff, comfortable wait while the work was done.
14 January 2025
Excellent service and care from Andre Micheals-Carter and Yan Aynsley
14 January 2025
Very quick and reasonably priced
13 January 2025
Service advisors extremely helpful.
12 January 2025
Longer wait than advised. I was 1st car in at 7.45. Other cars in after me were finished before me
12 January 2025
Excellent service
11 January 2025
The service on the day was excellent, the limitation of having to wait with the car and wait for an appointment with that on offer is why it isn't 5 star. It would have been perfect to get the car booked in sooner and get a lift as you did pre Covid
10 January 2025
Couldn't have been a smoother operation
10 January 2025
It is unfortunate that EV systems cause delays due to not enough engineers and work areas especially when the government want all to change to EV cars. However Brandon is an asset to BMW Hook
09 January 2025
Service is very good but it would be much better if more of it could be automated. I couldn't book my service and MOT via the app as it came up with an error message.
07 January 2025
Excellent service deserves 5 stars.
06 January 2025
Unfortunately SA on hols wind down poss. No comms to let me know the car was ready, despite me calling twice. When the advisor eventually called, led with "you said you were going to pick your car up this am". Mileage was incorrect on invoice too
06 January 2025
It was very good and I was able to wait onsite whilst the work was being done. Thanks Andre for the assistance
06 January 2025
Brandon and Gordon were exceptional at the advice and service they provided. Understanding and helpful with an issue I had and ensuring that all issues and concerns were addressed.
06 January 2025
Professional staff
06 January 2025
Length of time it took, however this was out of the service centre's control on parts required. They did all they could to speed up the service.
06 January 2025
Millie was awesome. Made it easy
06 January 2025
Quick and efficient.
04 January 2025
Great experience and Jamie keeps you updated with what is going on. Especially like how he's always try's to make sure you get the correct things fixed.
04 January 2025
Andre Michael's carter it's one of the best customer service person He is so helpful and will look after you to the best of his ability. Keep up the good work.
03 January 2025
Excellent service, well informed and an added bonus to have the car cleaned. Thank you.
02 January 2025
The service work and MOT (first) were fine, but I was disappointed that the MOT renewal date wasn't preserved. I lost a month, despite asking about MOT renewal preservation dates when booking the service date.
02 January 2025
Extremly satisfied, got a new bmw x1 2024 to use while service was provided, got a bag of free goodies like umbrela etc at the end. Exceded expectations.
01 January 2025
Car tyre replacement service expensive
01 January 2025
The car bonnet was not closed properly. Could have been dangerous if not picked up by a passer by! I asked for the car to be cleaned and waited for this service but they didn't clean the rear of the car.
01 January 2025
Everything done on time as promised - great customer service culture
01 January 2025
Kept me informed, work carried out as requested and at agreed price.
31 December 2024
I broke my foot & after 4 phone calls with no joy a manager was supposed to call me but no joy with that either so I called back again on the Monday to reschedule the service & when my wife arrived he hadn't booked the car in so very disappointed
29 December 2024
All good on site, serviced on schedule and came back all clean and shiny!
24 December 2024
Always do the job they set out to do
24 December 2024
Sorted out problem quickly
24 December 2024
Everything was just perfect
23 December 2024
Great staff, great service
23 December 2024
Seen at short notice and provided the service expected
23 December 2024
Unfortunately the wrong part was ordered so I had to make a second visit. Advisor dealt with it very well so no issues. Car was fixed the following day
22 December 2024
Apart from the delay at the end of the session
20 December 2024
Engaging staff, nice and intimate showroom.
20 December 2024
My service and MOT were carried out on the same day and complteted ahead of schedule.
19 December 2024
Everything was easy to organise. Timing of the work was as expected so no surprises
19 December 2024
Seamless experience
19 December 2024
Impeccable service. Good communication. Nice loan car.
18 December 2024
The customer service provided by Jamie Southgate is the traditional BMW service level associated with the BMW brand. Unlike some of your other staff.
18 December 2024
See last comments
18 December 2024
Not 5 stars as price quoted on portal was less than what was charged.
17 December 2024
Again totally satisfied
17 December 2024
The Service adviser has communication issues I will look for another dealership Safety checks poor they gave me my car back with 4 alloys cracked without any safety warning the list is long
17 December 2024
everything done as expected and on time
16 December 2024
Smooth booking using online. Must say a huge thank you to Jamie he always goes above and beyond, he's a credit to Marshall's BMW.
16 December 2024
Marshall Hampshire are really excellent. Very pleased to have found them.
16 December 2024
Milly Lee was outstanding, She was in control of all the service problems at all times nothing was an issue, she went above and beyond to make sure the car was completed to such high quality in such an efficient manner.
16 December 2024
Perfect - just how a BMW dealer should operate
16 December 2024
The service was fine but on the Vehicle Health Check Report it says the mileage is 25,069 which is exactly the same as the report on 8 July. The mileage on the cash sales invoice is correct at 26,839. Please send updated Check Report.
13 December 2024
Provided a quiet desk space for me to work while my car was being serviced.
12 December 2024
Happy with service. Efficient receptionists and advisors.
11 December 2024
Jamie looked after me extremely well, from booking the car in to picking the car up, I was kept well infromed at each step.
10 December 2024
In order to do the service, the technicians turned off the auto handbrake function and didn't turn it back on. As a result, I needed up going into the back of someone when I thought I'd engaged the handbrake at a set of lights.
10 December 2024
Very amenable and approachable team. Open conversation and generally pleasant to deal with. Only marked 4 out of 5 because issue was unable to be resolved.
09 December 2024
No complaints about the service
09 December 2024
My 2.5 hour appointment ended up being a 7 hour appointment. Parts that arrived were damaged, aircon equipment had broken down. Waiting area was cold due to sliding doors keep opening.
09 December 2024
I am grateful that the vehicle was repaired as expected, however I believe this took longer than necessary given that the part wasn't ordered.
08 December 2024
Hassle free from start to finish.
05 December 2024
Lack communication Car wouldn't start Monday morning following health check & MOT
05 December 2024
Great service rep
04 December 2024
Good
04 December 2024
The winter health check and driver's airbag inspection were completed, also a couple of adjustments I requested were done. The only disappointment was the price for work recommended had almost doubled in price due to two previous incorrect quotes!!??
04 December 2024
Got there in the end. Would have been 5 stars, but I could ring Marshall's and speak to anyone. It kept going to a central desk and to be honest it just isn't working for you! They rarely pass on accurate messages. Can I ask, what's wrong with phones
04 December 2024
Good customer care
03 December 2024
Andre gave me a thorough explanation of all aspects of the service my vehicle required in a highly professional manner.
02 December 2024
Excellent service, communication great.
02 December 2024
Did as promised, staff kept us informed
01 December 2024
Great customer service from Jamie
30 November 2024
Everyone was very friendly and I was particularly impressed by Milly, who was open and honest about costings and processes for a service that ended up much dearer than expected.
26 November 2024
Although it was only a upgrade it all seemed to smoothly.
26 November 2024
MoT completed as and when agreed.
25 November 2024
The service rep (Molly, I think) was very helpful, checked up on my needs with regards to timings for transport to collect the car
25 November 2024
Service itself was good and completed satisfactorily. There was a issue about the screen washers not working well, but this mostly cleared before the car went in for the service. See below.
25 November 2024
This year I was told my brakes don't need replacing but last year I was told they would soon . Apparently the measurement was wrong last year? Luckily I didn't commission the work but.
25 November 2024
as above. Plus very flexible booking.
25 November 2024
Light paint damage was supposed to be fixed and wasn't, it was just polished over, despite sending an email that was ignored. It will go further.
22 November 2024
Fair price for work and done in a day with a loan car available
22 November 2024
Because it was good
21 November 2024
Great service but expensive.
21 November 2024
Excellent, Andre was spot on.
20 November 2024
Staff very courteous
20 November 2024
Great service advisors, friendly and approachable. Thank you.
20 November 2024
Did everything well.
20 November 2024
None
20 November 2024
The quality of service speaks for itself
20 November 2024
Wok carried out promptly.
20 November 2024
Was kept informed throughout of what would be/ had happened with my car
20 November 2024
As usual all the required tasks were carried out as requested. I was dealt with by Anton Carter who I have seen before, he is a good ambassador for Marshall and should be viewed by you as an asset.
20 November 2024
I had a warning light on my dash, which indicated a fault that could have been exensive to fix. But they recommended a software reboot which fixed the problem for the moment. Very happy with this.
20 November 2024
Completed everything I required
20 November 2024
Service desk failed to call me as agreed 5 times
19 November 2024
Because you are greedy and waste perfectly good parts
18 November 2024
On time with good info
18 November 2024
Courtesy car, everything explained, hassle free. Labour expensive but good quality.
18 November 2024
As a whole the service was very good. It was simple and efficient as it should be for a routine service. The option to have the car cleaned, don't offer this option unless it's going to be done properly, Yes it's
18 November 2024
Efficient
12 November 2024
Always well looked after and great service
11 November 2024
just did a good job
11 November 2024
The matter was dealt with very quickly by Andre on service desk.
11 November 2024
Good, friendly service to carry out recall work.
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
Friendly, helpful receptionist. Work completed on time.
07 November 2024
Good service, accomodated my time schedule
07 November 2024
Caring and efficient.
07 November 2024
While the service agent was great, it took 2hrs 40mins to replace 4 tyres!!!
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
All work done quickly and as requested.
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
03 November 2024
Refer to previous answer!
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.
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
Staff and environment spot on
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
Booked in while I waited completed on time
01 November 2024
Car serviced on time. Jamie and Brendon were very knowledgable and explained everything clearly. Great experience.
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
Brandon excellent as always Helpful informative and courteous
28 October 2024
Servicing process is very straightforward
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
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
24 October 2024
Couldn't fault it
30 December 2024
Attention to detail was fantastic. The quality of customer service was superb.