Marshall BMW Hampshire (Hook)

Bought a new 218i MSport from Kate Grundy, nothing was a problem no matter what I asked, I’m a car salesman myself for another brand and usually hate going into a dealership on my only day off in the week but Kate made the experience second to none, I don’t usually like being on the other side of the desk but Kate did a fantastic job and found me the perfect car in a timescale that worked well for me and nothing was a problem, there was a tank of fuel on collection and the car was inside the handover bay covered up. Couldn’t fault any stage of the process everything was made as easy as possible with signing documents remotely always came back to my emails and let me know where the car was during its build process. 100% would recommend this dealership and Kate, as mentioned I work in the motor trade and it was nice to have an amazing experience for myself which makes a change!Everyone I dealt with at the dealership was polite and friendly from the receptionist to the business manager, thank you all so very much!If you want a lovely new BMW go and see Kate she’s awesome!

Collected my car after an oil service and the replacement of two rear tyres.Whilst not perhaps part of the service the car was not cleaned and furthermore the two new tyres do not appear to have been ‘added’ via the iDrive therefore upon collection there was an error message.I have purchased new cars from Marshall’s previously however things have clearly changed.A disappointing experience.I have subsequently been contacted by the dealership and my previous issues have now been fully resolved. It appears they take customer service very seriously, perhaps I may have been too quick to judge.

Worst customer service experience of my life. They keep deleting my review off here.I purchased a BMW 1 series from this approved used bmw dealership in November 22. It came with a years warranty, the sale process was fine - as expected. In April/May 2023 the car developed a horrendous knocking sound from the front whilst driving. It started around 3 miles into the journey when the car was warm. I took it back to this dealership on 23rd July 23 and thought it would be resolved within a week. No. I was initially told it was a steering rack issue and the car was unsafe to drive. Then someone else said it was suspension. Now they are in week 5 of having my car and stated they’ve checked everything and the can’t find a fault. They have done nearly 200 miles in my car and haven’t found a fault. Their only solution was to take the car back and wait for it to get worse. Or take it to another garage and pay out of my own pocket - lovely.Customer service is appalling, we had to phone on every occasion, the 3 people I have spoken with from Marshall’s have all told me different things. Everyone you speak to lies and no one can give you a straight answer. They also made up a conversation that never took place. It became extremely tedious and boring having to constantly phone these people. Even trying to arrange for them to collect their hire vehicle was like pulling teeth. Yet they threatened me that the hire car would no longer be insured. To add insult to injury apparently they tried to pick up their hire car on a whim last week. So they drove 50+ miles each way in my car to realise no one was home. Who knows if this even happened.The last conversation I had with the manager he continuously spoke about how much of a cost it has been to keep checking my car, but not find anything. And that this wasn’t money he could claim back from BMW UK. Making me feel as though it was my fault that the approved used BMW Marshall’s sold me had now developed an issue within 5 months of having the car.Overall this is the worst customer service experience I have had. I now have a broken car, that BMW technicians themselves cannot fix. This has caused me and my partner immense stress and many sleepless nights. I thought buying from an approved used dealer with a warranty would be good. This was very wrong - avoid.

We collected our new 118i M Sport today, the whole transaction was handled professionally with every promise kept, it was worth traveling the 80+ miles for such a great customer experience plus the car is superb!A big thank you to Kate for looking after us so well.

I recently bought a used BMW from Marshall Hampshire. The experience was excellent. The team were great. Conor and Rhys were excellent to deal with. I will recommend them. This was my first BMW and the service has been brilliant. Thank you.

Fantastic service from all at BMW Marshall (Hook) when trading in my old Z4 for a brand new Z4. Mark Garrett was my Sales Consultant, who made it very easy for me to go through this process and also made it an enjoyable one, so thank you so much! It was also great to see Josh West again, who was also there when I picked up my first Z4 in 2020. Thank you all for your incredible work, already looking forward to the next trade in!

5/5 in 20215/5 in 20225/5 in 2023 (Now)Came here for my regular car servicing. 90mins fast lane servicing are a breeze. Easy to book, great customer service, any add ons are quickly investigated, fair estimate and opinion given, WiFi and coffee available to work remotely while servicing in progress, vehicles cel gets delivered in a serviced, vacuumed and washed condition, final price is always very close to the initial estimate provided. I drive down 40 mins from Southampton for these reasons. Will be coming back in 2024. PS: Noticed the water for dogs. Small things, great impact.

Avoid at all cost. My mum was cheated by them. She paid 100 quid reservation for a car. Unfortunately due to a personal emergency, she couldn't view it in time and it got sold. She has now called 3 times for a refund over the past month and is still awaiting the refund. Each time they say it will be refunded and haven't. I will have to take this to BMW directly now.

Made a service booking online on 9th November for 8th December for a fastlane 90 minute appointment and received a booking confirmation number. I called shortly after to check the booking was made and was told I'd receive a call from the service centre to confirm the price etc. Fast forward to today 6th December as I hadn't heard anything I thought I'd call to check the appointment was still going ahead. I quoted my registration number and booking confirmation number but was told there were no records on the system of my booking. I asked to speak to someone at the Hook branch but was told there wasn't an option to do that but that they would send an email to the branch and someone would get in touch. Considering nobody contacted me previously I didn't want to hold my breath so I ended the call. Clearly a pointless online booking system where you receive a confirmation number, the price quoted isn't the actual price and nobody seems to have a record of the booking so what's the point of having the system. Contacted a different dealership and made a booking within 2 minutes, difference of night and day in terms of service. Won't be using Marshalls again.

Although I've had good service in the past, it now seems impossible to communicate with anyone at Marshall. My BMW needs a minor repair, but each time I call for an estimate, I just get through to a call centre who have no idea. They say they will pass on a message, and I will get a call back, but I'm still waiting for that call. The same thing happened back in April. I'll go elsewhere.UPDATE: @MarshallBMW, your response really is one of the most ridiculous I've ever read. Why are you asking for my contact details? You HAVE my contact details, your call centre operative took my phone number, twice. Also, I'm an existing customer, look in your database! Review downgraded to one star.