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Stephen Perryer

Parts Manager

Lauren Hobday

Used Car Sales Executive

CUSTOMER REVIEWS.

Our 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.

Job done without too much stress. I needed a software update and a tyre replaced and now have to bring the car back which is annoying. Would have been better if it could have been done as part of the service

Service

Marshall Salisbury know how to keep the customer happy. I could give you a list of examples, but there aren't enough characters available (seriously: I tried to tell *one* story, but had to delete it because my character allowance ran out).

Service

As efficient, courteous, helpful and business-like as anyone could wish for.

Service

EXTREMELY POOR Service Reception communication with customer. I was not contacted and told that my car would not be returned as expected. Marshall were unable to complete the MOT as expected on Wed 17 April. Recall part supplied by BMW was faulty.

Service

1.) No courtesy car (there never is) but I always got one (from Seat garage) when I had a Seat 2.) Email said bring both car keys - but this created confusion - should only bring one 3.) Crazy to wait 30 mins when dropping car off - why check in?

Service

Little bit expensive Apart from that, no complaints!

Service

Communication following a complaint non existent. I eventually had to leave a voicemail for the after sales manager to resolve the issue.

Service

On picking the car up at the agreed time I had to wait over 15 minutes

Service

See above

Service

the first service was completed satisfactorily. I thought it was rather expensive for oil and micro filter @£294.

Service

See previous answer. Then contacting the dealership involved numerous attempts, including messages left that no one returned.

Service

Very poor communication, Shocking customer service

Service

Keys handed over on pick up without being told what work had been done and fault still exists. Still haven't been contacted even though I have chased for an explanation

Service

All the times I have been to BMW everyone is so helpful and explained everything well. Top quality service.

Service

The service is carried out perfectly satisfactorily. However, see my comments above and this. Why does it take half an hour or much more to check in a car for you to deal with? And why does it take a similar time to collect a car?

Service

It took weeks! of phone calls, to get an appointment. I wanted to speak to Salisbury, yet kept getting put through to the midlands, and so it went on. When the car had the tyres put on, they were so low the warning light came on a few days later.

Service

Although I had booked the appointment some 3 months earlier, and I had email confirmation the appointment was not on the system. Garage homered the appointment why was the appointment missing.

Service

As agents to BMW they have been extremely good, there is nothing they could have done better. It`s been problems with the car which they have little control over, which I have found disappointing.

Service

Informed, when contacting Marshall BMW, that my X5, under warranty, could not be taken, even for assessment, for 5 weeks after my initial call.

Service

Friendly service. Parking the car is difficult. A very busy place.

Service

I have given you this answer because the problem wasn't solved and after the technician taking the car home there was no replacement fuel put in the car as promised and the car wasn't very clean. I feel it is getting worse not better.

Service

Car was cleaned and returned well before I needed it

Service

Most appalling customer service i have received from a car dealership. I will not be taking my vehicle here for its service in 2 weeks time, instead i will drive another 45 minutes to a dealership that has a better reputation for customer service.

Service

My car had an MOT on 13 March. I was happy with the work carried out by technician. Service Advisor said no issues & dismissed the paperwork. Later when filing the paperwork I read it to find an advisory about a tyre which needs doing on 13 May.

Service

All the team at Marshall are excellent including vehicle collection and Tom O'Grady (service advisor) in particular puts himself out to ensure our satisfaction.

Service

Poor service and service advisors do not listen . For example I had a phone call asking if I wanted my car washed? I said NO thanks I don't want my car wash. I turned up and my car was So badly washed. Head light scratched and wind screen had water m

Service

They looked at the issue and although nothing discovered as a problem this put my mind at rest.

Service

Problem sorted. Took a long time to identify.

Service

Faulty indicator that wasn't picked up prior to collection

Service

As mentioned above I have no issues with the quality of workmanship it's the hour out of my day to collect and drop off the vehicle.

Service

Aaron makes the whole experience easy and relaxed

Service

We were extremely disappointed. I do have not got enough characters remaining to explain how bad the service and experience was. Additionally the work did not get completed on time. We will not be going back to Marshall's again.

Service

you alwyas spend time waiting while service reps are apparently on their computers. if i'm dropping my car off for a service, or collecting it, i don't want a comfortable seat, i don't want a coffee, i want to be seen promptly

Service

I have made a very a very comprehensive complaint to BMW UK about the whole incident and I am still awaiting a resolution. If you wish I can email you a copy.

Service

I waited in customer reception area for 2 hours for a job to be completed that I was told would take three quarters of an hour. I believe I was 'forgotten' about and the job had been completed, but the service representative was not told. So I was no

Service

I felt my routine check as part of my service package was not prioritised compared with customers paying for their work at the time.

Service

As above plus did not get all relevant paperwork and mot emissions sheet was for another vehicle.

Service

Very friendly and efficient staff

Service

The car was returned to me, all the work completed and cleaner than it had been for quite a while.

Service

mot only this visit

Service

I had to wait for 40 minutes beyond the time I was asked to arrive even before a service agent saw me and took my keys. As I had made it clear in advance that I would wait for the car to be serviced, that additional delay was particularly frustrating

Service

Inadequate customer parking, extended waiting time before receiving attention, plenty of staff present but many customers waiting.

Service

Trevor Johnson, my sales rep, was great! Really helpful, didn't pressure me, didn't mess about negotiating. Car came earlier than expected and no problems with it so far.

Service

I was overcharged. Which wad sorted out and I have no beef about that. But why oh why do they insist upon contacting on my wife's number despite being asked on several times not too. It is frustrating and shows a lack of care.

Service

Awful/ non-existent communications from start to finish. Forgot about me and I had to chase constantly. Was told the service would take about 90 mins and ended up taking over 3 and a half hours which made me late for work. Really disappointed.

Service

See above answer total lack of communication and customer service

Service

Car picked up from my home very late (2.5 hrs after indicated time), thereby "trapping" me at home. Work done was satisfactorily but car was returned without any paperwork which followed some days later in the mail. Car was not washed and vacuumed

Service

Helpful and friendly.

Service

There was no communication from the aftersales team on when my car would be ready I phone the dealership for an update I was told that the team was busy and that they would call me back, I waited an hour no phone call I had to phone up 3 times.

Service

Very satisfied

Service

Chaos in the carpark at 8am. No parking for customers to drop off their cars. Icy carpark. The keys for my loan car were missing. Had to wait whilst ano car was fueled. Arrived at 7.55am, left at 8.35am. Very helpful Service Advisor.

Service

Very good alround service.

Service

Carried out required work to my satisfaction at a reasonable price

Service

Initial booking was fine, if a long way in the future. I turned up in good time and was kept waiting ~30 minutes before getting booked in. Reception did not seem to be properly staffed and there was some poor behaviour, little supervision.

Service

Took a lot longer than stated. Kept mother and child waiting for over 1.5hrs. No quote for tyres received. Work requested not carried out. The service at Salisbury has been the worst service centre to date. Have had a bmw for over 10 year.

Service

Customer service was appalling

Service

On time and helpful

Service

Every aspect of purchasing the car was agreeable - friendly, attentive, knowledgeable staff. A good trade-in deal, including the BMW contribution. Delivery period exceeded expectation by several weeks.

Sales

Marshalls excellent & very helpful indeed - but BMW UK caused us a nightmare. Expected to have car in early March before going abroad. Nobody knew about launch hold. Our trip was delayed & we were in dark until day car arrived. VERY STRESSFUL!

Sales

Joe Collier at Marshall BMW could not have been more helpful, customer service at its best

Sales

I received prompt and efficient service

Sales

Completely satisfied, you even delivered the car as i was unable to get back to the garage for a week or so.

Sales

The Salesperson I dealt with was most helpful, nothing was too much trouble and he has even answered queries since the purchase of my new vehicle

Sales

I could not have asked for more, everyone was pleasant and helpful and on time

Sales

Good staff and helping hands, when you have aproblem

Sales

Superb salesman, followed up twice after handover to see how I was getting on with the car.

Sales

Joe was a great sales person and took the time to keep me up to date. The car was pretty well prepped for handover and the experience felt quite special with the car being positioned in the front of the showroom.

Sales

All round service

Sales

Excellent. Was kept up to date at all times. Robert took the time to ensure I could familiarise myself with my new vehicle and all the features.

Sales

Car was spotless and ready on time

Sales

Salesman was very helpful & friendly. Car delivered earlier than planned too.

Sales

professional friendly service

Sales

Because the sale executive I dealt with was very much top drawer and we got along extremely well.