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5.0SERVICE
4.0Our 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.
349 ratings and 178 comments received in the last 90 days.
17 December 2024
Max Duffield provided an excellent service handling the sale, details and handover for the new vehicle.
16 December 2024
Everything went smoothly with the purchase and delivery. Even the shock of the car arriving 2 months early! See additional comments with the next question.
16 December 2024
No issues at all - delighted with everything
13 December 2024
Very satisfied.
12 December 2024
We are repeat customers and we're not disappointed.
10 December 2024
I have no complaints
07 December 2024
Kept up to date at all times what was happening with the process.
05 December 2024
The team, mainly Christopher Roffe went out of his way to help us
28 November 2024
Good environment and good people. The BMW finance rates offered are poor though so unfortunately I financed the car elsewhere saving £4,500 in interest
25 November 2024
Very helpful staff at Marshall BMW and sale and collection of new car.
19 November 2024
friendly and knowledgeable sales staff
14 November 2024
We were given a special service
14 November 2024
All staff were friendly and helpful.
11 November 2024
Amazing staff at Marshall, Sam Adam and Ally Hood have made my two purchases very easy and it has been a pleasurer to deal with them. I will keep buying from them due to their well balanced professional yet personable approach.
08 November 2024
Customer service was 100% and they "get it" of how to treat people. No words can express the shear joy of dealing with them. The dealer principal is amazing and the sales team are simply the best. Richard Osbourne is the gem in the crown
02 November 2024
Easy to deal with. Great knowledge of the car.
01 November 2024
Excellent job done by Ally Hood in what was an unnecessarily complicated scenario through no fault of his or the BMW Sales team. Kept me informed throughout
01 November 2024
Customer service
31 October 2024
A seemless transaction.
28 October 2024
Very satisfied, Chris listened to everything I was asking. I would recommend him to anyone. He certainly knows his stuff.
25 October 2024
Perfect
25 October 2024
Everything went very smoothly
25 October 2024
Extremely satisfied. A very patient approach explaining the handover. The invite to return at a later date after familiarisation of the vehicle for further explanation of any queries is the first time I have ever experienced such an offer - Excellent
23 October 2024
Great salesman
20 October 2024
They did everything they said and on time
20 October 2024
Great communication throughout ordering. Great service.
29 December 2024
Good service
29 December 2024
Friendly knowledgeable staff who provided information to make informed decisions about my car and potential next steps.
28 December 2024
All staff were very kind & helpful
25 December 2024
The service itself was perfect, as expected.
24 December 2024
Service staff were very helpful and accommodating. The online booking and drop off service was very seamless. The loan car provided was suitable for our requirements and communication from staff was very good. Overall an excellent service provided.
23 December 2024
Went above and beyond to fit my car In
23 December 2024
The service of the vehicle was very good, although having booked the car in for the new cooler, I was reminded by text that it was booked in on a totally different date; fortunately after a wait, it was completed that day.
23 December 2024
The engineering aspects were good but its getting to and from your workshop that made me only give 2 stars. The staff are polite and helpful. Unfortunately, after COVID, you no longer provide a return home and pick up service
22 December 2024
We were promised the car would be ready by 3 pm and it definitely was.
22 December 2024
It was a pleasant and friendly experience
22 December 2024
Very good service
20 December 2024
Car was booked in to fix problem with battery drain. It was in the workshop for one week during which time I think every component in the car was checked. Fault eventually located to obsolete tracker which was removed and problem fixed. Thanks.
19 December 2024
Was asked to do an on line check in then on arrival still had to go through the check in process. Really just want to drop the key and go. On pick up, I feel that a separate desk for payment rather than having to wait for the specific person dealing
19 December 2024
Didn't seem that busy but service lady seemed to be doing bulk of work on her own whilst others not so busy hence delays.
18 December 2024
Customer satisfaction was evidently the focus of our visit
18 December 2024
We were welcomed and reassured and the necessary work was completed efficiently
18 December 2024
Customer service poor
16 December 2024
Kimberley, who received me at Marshalls service centre in Bournemouth during my recent visit was friendly, efficient and helpful in every way and is a credit to the Team there.
16 December 2024
Excellent service
16 December 2024
As above
16 December 2024
The car didn't receive the complimentary wash & vacuum. Service was great apart from that.
16 December 2024
My issue was resolved. Special mention for Tim Rhodes - he was extremely dedicated, professional and patient in resolving my issue and went above and beyond to find a solution. He was exceptional.
15 December 2024
Reception good and kept up to date with work
15 December 2024
I asked them to check the oil level, and they assured me it had been done. However, just two days later, the car is displaying a low oil level warning.
14 December 2024
My car went in on a recall. The reception staff were friendly and efficient and the work was carried out quickly and efficiently. Marshalls replaced my wiper blades and key battery as a courtesy item which I very much appreciated.
13 December 2024
Because you were able to sort out the problem with my car quickly and without any hassle
13 December 2024
Very polite and helpful
12 December 2024
Can't fault it
11 December 2024
I am not sure why you need to waste time producing a video of the engineer walking around the car telling me of tyre depths, brake shoe thickness, suspensions. You would be better just getting on with the job and get it finished quicker
11 December 2024
Reiss served me both last year & this & he was superb, arranged a courtesy car last minute when mine failed it's mot, that I kept until mine was ready for collection, showed me how to use it around the car park as it was the opposite of mine.
11 December 2024
Kimberley Old was great, she dealt with a difficult situation very professionally. Unfortunately her colleagues had let me down in her absence - Thurs 28th Nov to Tues 10th Dec, was too long to fix Steering Rack issue. I had to chase 3 times too
11 December 2024
Very belpful
10 December 2024
They carried out the MOT and brake fluid change returning the car on time and as notified of the price in advance.
10 December 2024
Quick and easy service
09 December 2024
Good agent and everything went as had indicated
09 December 2024
Satisfied, staff very nice and great waiting room with free brews, however didn't expect the car to be washed, as someone that's pretty OCD when it comes to car cleaning I wish this had been disclosed to me beforehand!
09 December 2024
The service experience should match the quality and beauty of the cars themselves. If it wasn't for keeping full service history logged with BMW, I'd go elsewhere.
08 December 2024
I had a great service advisor. I can't remember his name but he kept me informed during the process.
08 December 2024
The guys I spoke with were obviously experienced though nothing was actually done to my X3.
08 December 2024
Marshall's workshop technician identified and rectified what could have been a difficult to trace relatively minor but irritating electrical fault.
08 December 2024
As expected.
07 December 2024
Service agent was great. Still waiting on a part that is on order from Germany. It has been over a year waiting for the part.
06 December 2024
Never really know whether I can trust the faults dentified when software doesn't indicate same or other mechanics query validity of comments. Plus service staff never appear happy in their roles.
05 December 2024
Everything was perfect - but for the first time ever, my car had not been cleaned before I collected it. We have a joke -
04 December 2024
Good customer service from both the reception / booking in team and also the person who did the maintenance work
03 December 2024
Waiting area clean and tidy with drinks available.
03 December 2024
Parking meet & greet was ok and i was attended to promtly at reception. Only one slight oversight was that the pre-booked MOT was not on the service job sheet(s) so these needed ammending. On collection, keys were unavailable as the safe was faulty.
03 December 2024
Very satisfied. Everything was on time.
01 December 2024
Very satisfied due to the service provided.
01 December 2024
Excellent customer service
01 December 2024
Good service, Tracy always very helpful on all occasions and always keeps informed at all times. I do get a little confused when you arrive and if your service advisor is busy and you have to go and wait upstairs until free other staff available .
30 November 2024
I couldn't be happier with the experience at Marshall and how helpful Reid was throughout the service
30 November 2024
I've previously been let down by the servicing centre at Marshall so was a little sceptical about booking my recall at Bournemouth. Kimberly Old was excellent and was very attentive. She helped me use the system in my car to find the code I needed.
29 November 2024
Better than previous dealer (Dick Lovett Swindon)
29 November 2024
Excellent quality of work + as above
29 November 2024
Unfortunately, despite leaving my car earlier than the appointed time for my MOT the inspection took most of the day. I was told an hour and as such spent that time locally to save driving home. After the hour the work was still not done. We went hom
28 November 2024
All went well and quickly
28 November 2024
Very helpful
28 November 2024
It was a pleasant experience and I felt comfortable with the professional care
28 November 2024
Very satisfied but expensive
28 November 2024
My car was ready before I expected,and had been cleaned and ready to go.
27 November 2024
Could not fault the attention and amenities given to me
27 November 2024
Nothing to complain about.
27 November 2024
The vehicle was repaired more quickly than the estimated time.
27 November 2024
What a 'great team'!
26 November 2024
The staff were very helpful (after a mixed up earlier arrangement). Due to my age,91,I was unable to take a loan car so home collection was arranged thankyou.
26 November 2024
Great service from beginning to end. Going the extra mile and understanding our needs and requirements and doing their level best to manage expectations and deliver a great level of service
26 November 2024
Excelent service completely satisfied.
26 November 2024
Work done to my satisfaction
26 November 2024
Recall work was completed efficiently and we were very impressed that the car was returned cleaned inside and out!
25 November 2024
Issue resolved.
25 November 2024
Reliable and honest
25 November 2024
BMW were not at fault but there was a delay getting the work done as the leading company refused to authorise the Tyree change. As such it took a lot longer. Perhaps a more joined up system of authorisation could be implemented to avoid delays,
25 November 2024
Good service
25 November 2024
I found my service advisor, Kimberly Old, extremely helpful, very engaging and a very professional and helpful person.
24 November 2024
Good staff, only downside is walisdown its a terrible place to go
24 November 2024
The process was easy and dealt with efficiently.
23 November 2024
The quality of work is good and it is always pleasing when the car is washed before being returned.
22 November 2024
The actual work on the car is fine, it's the customer service that is the problem. Booking in waiting time, onky seems to be only one advisor who can deal with your car, and being called with any issues etc all unsatisfactory.
22 November 2024
Very happy. I like that the offer of washing and hoovering my vehicle, but would be even happier if they gave the interior a quick wipe over.
21 November 2024
I required a new tyre having had a puncture and was being supported by BMW Assist. Your dealership acted promptly and I was able to continue my journey without too much delay. Kimberly was very helpful in processing the work.
20 November 2024
Everything was fine.
20 November 2024
Health check video was a welcome extra and washing the car was a bonus
20 November 2024
Airbag replaced with no problems.
20 November 2024
Very satisfied
19 November 2024
Poor to be honest. We have 2 cars on lease as a company (IX's), in the very limited interaction we've had with your service department, it has been poor. Calls not followed up with multiple times. Cars not cleaned, not a big deal but why state it.
19 November 2024
Very helpful staff and did a good job.
19 November 2024
You sent me numerous emails and called me to get me into service my car and get its MOT. When I arrived they told me that I was too early for the MOT and that the car did not require a service.
19 November 2024
Straightforward
19 November 2024
Because off Kimberley Old
18 November 2024
cost of oil to high
18 November 2024
Car came in for airbag recal, key fob scanned noissues flagged yet when i collected the car i had an engine management light on and was given excuses as to it was there but hidden, - a lie really if it puts a light on it cannot be hidden?
18 November 2024
Everything was completed on time.
18 November 2024
The service I received from BMW was amazing. They were so helpful and did everything they could to make my visit as easy as possible which I really appreciated. They was so friendly.
18 November 2024
Service dept is not particularly easy to contact by phone and the service date had to be rearranged due to staff issues
18 November 2024
Had been told it would be cleaned. It hadn't been
18 November 2024
They didn't tell me that only one out of the two airbags that need replacing were in stock, so it still has a faulty airbag fitted.
18 November 2024
Too many things to list.. 3 months and not one person has actioned anything in the service department with excuses that should not concern the customer.
18 November 2024
Ease of booking Keeping to time Good communication
18 November 2024
This was a driver's airbag recall. I now have an intermittent rattling sound from the steering wheel which was not there before the airbag was replaced.
17 November 2024
Very efficient. A pleasant no hassle experience
17 November 2024
Car booked in for service and MOT. The MOT was not completed as there was no engineer available to check the emissions !
17 November 2024
Very good service from the receptionist, I believe she was new to the post but you wouldn't have known it, very professional.
15 November 2024
Efficient service
15 November 2024
Good all over check on car
13 November 2024
Very good communication and service.
13 November 2024
Clear and helpful advisor. Fuss free MOT.
13 November 2024
I was a walk in with a small problem but they very helpful and acted quickly to resolve it.
12 November 2024
Everything completed promptly
11 November 2024
Just average. Nothing exceptional, not particularly bad. However, at the last minute I'm told that the recall service had to be cancelled, with no indication of when it will be done. Been waiting over two years now with no resolution!
11 November 2024
Good customer service prior to and during appointment
07 November 2024
Apart from a good job my car even got a clean !
07 November 2024
Excellent waiting area
07 November 2024
I always know they look after the car and explain things clearly
06 November 2024
The new part for my car was ordered and fitted the day after I reported the problem.
06 November 2024
Receiving a video of the work and kept in contact during the whole time.
06 November 2024
The service was carried out very efficiently and the representative was very helpful.
06 November 2024
Very good comms this time around. Good video feedback from the technician appraising my car. Web based yes / no options clear and easy.
06 November 2024
Was good, although they said a tyre was unfixeable. It was fixeable.
02 November 2024
Just difficult to organise appointments - however everything very professional on arrival.
02 November 2024
Kept waiting longer than expected with no updates. Oil service and tyre change.
29 October 2024
Due to the issues mentioned above with BMW Warranty GB, the car had an extended stay at Marshall, but they did a great job of completing all the required work and kept the car safe inside throughout its time at Marshall.
28 October 2024
I was prepared to leave my car for two weeks hoping the garage would get a cancellation or finish a job quicker and fit my car in. The garage rang me to say the vehicle had had a thorough inspection ramps as well nothing wrong with my BMW,
28 October 2024
Good job all round but communication could be better
28 October 2024
Car ready on time and cleaned
26 October 2024
Kimberley was lovely, the team got me in for an emergency, sorted all the parts and managed to give me a courtesy car. Can't fault the service at Bournemouth
24 October 2024
I was satisfied with the work but not giving 5 stars due to the fact I could have been informed when the car was ready also couldn't give any feedback on the recall work carried out.
23 October 2024
All work completed, all questions answered, any potential upcoming issues raised. No reason to fault.
22 October 2024
My requested car clean was not carried out (with oily finger prints on drivers car door handle).
22 October 2024
Again after sale manager
22 October 2024
constantly updated, given the options
22 October 2024
The service advisor Kimberley was extremely helpful, knowledgeable and an excellent ambassador for Marshall.
22 October 2024
The customer service rep didn't give the impression they enjoyed their job, however there was nothing wrong with the actual servicenprovided
21 October 2024
Ditto as my first statement.
20 October 2024
Great customer service
20 October 2024
Good service
20 October 2024
Could keep you informed as car came outside and I got video and no one came until I went down 45 mins later
20 October 2024
The car was not returned clean
19 October 2024
Always had great service in the past but this time was a painful experience
19 October 2024
The overall service has improved and the personal seem better organised when dealing with you. Hopefully this will continue, especially during busy periods.
19 October 2024
Refer to my emails
18 October 2024
I was told the sat nav update would show roadworks, but that is not the case. I drive through a major road which has road works set up for 6 months, but they do not show up on the sat nav.
18 October 2024
From the time I ordered my car to pick up I had 5 different sales people and 3 dealership managers. I was the one who had to phone to find out when my car was due. I resently phoned about a wheel badge missing I am still waiting for a call back.
16 October 2024
Got the job done but didn't feel confident
16 October 2024
All Good, Kimberley was friendly and professional
15 October 2024
Fully satisfied with the service and friendly attitude of all involved!
15 October 2024
No air filter available even though the car was booked in for a filter change some days ago
14 October 2024
Good service I hope you can get back to picking up and delivering
14 October 2024
The customer service I received when my vehicle was with the Service Department and in particular from Danny Jones, the Aftersales Manager, was second to none. Danny kept me informed throughout and couldn't have been more helpful.
14 October 2024
Great service, easy to book, video with explanations. Can't fault it
12 October 2024
Job took longer than planned
22 December 2024
Great sales person but far too many e-documents to sign