Marshall BMW Bournemouth (Service) Reviews Summary

Vehicle Service and Repair Quality

Pros:

• "Work is always perfect and they get it - can not fault them. always on time and just excellent."
• "Car was completed on time, washed, and now has no rattles!"
• "After taking my car into the service department today Max dealt with me straight away and has been professional from start to finish letting me know the situation the whole way through the process."
• "Max Duffield is very accurate, professional, and has been nothing but awesome in my experiences with him!"
• "The customer service executive was super friendly, polite and got the vehicle attended quickly."
• "Car went in for a recall and brake fluid change, all ok."
• "Paid a lot for a major service which included engine oil service, later oil just drained out within half a mile leaving me with totally undrivable car."
• "The team are helpful but the response time and reaction time is appalling for a premium car service center."

Cons:

• "2/3 years ago I vowed never to use Marshalls again after several poor experiences including an unresolved dispute about a cracked display screen which mysteriously appeared after one visit."
• "The quoted amount to fix this was £296.07... then that the amount shown on the Health Check form was wrong and the amount would actually be £1316.00 - over £1k more than I was quoted."
• "I'm sorry aside from location there is no reason to use Marshall BMW service in Bournemouth."
• "Went for car service and they messed it up because few days later whole of engine oil leaked on the road while I was driving my car."
• "The recall work was carried out, the car was serviced and returned to me by 1.30pm. I was pleasantly surprised to see that the car had been cleaned inside and out."
• "I had to phone at 4.30 pm to see what was happening with my car and was told the delay was because they had 50 cars in that day."
• "My car was given a Visual Health Check and form which showed my car had an oil leak from gearbox."
• "Car developed new fault straight after major service at Marshall BMW."

Customer Service and Communication

Pros:

• "I have dealt with Katie who is simply the best. Both polite charming and gives fantastic service."
• "The service experience was brilliant when I was actually able to get hold of someone."
• "I use Marshalls for my Mini servicing. A new team member on the service desk today, who I can honestly say, has been the most helpful to date."
• "I was greeted by a very friendly lady on reception and introduced to Dizzy who had given me a courtesy call the day before."
• "The customer service I received was exceptional."
• "Dizzy is friendly, helpful, professional and very knowledgeable."
• "Max Duffield is very accurate, professional, and has been nothing but awesome in my experiences with him!"
• "Katie dealt with our enquiries regarding the MOT and servicing. She was professional, friendly and very helpful."

Cons:

• "I had stopped using Marshall Bournemouth for the servicing of my BMW a few years ago. Mainly due to poor communication."
• "Customer service was ok but they did not explain fully what was carried out on my car when they carried the recalls."
• "They do not answer the phone, they do listen when you tell them what needs to be done on your car."
• "When booking my brake service, the confirmation email is misleading and doesn’t give any details about drop off/pick up times."
• "Customer service is the worst I have ever experienced."
• "Customer service at Marshalls has always been a problem."
• "When in this morning expecting a service and a bill to go with it… after being warmly welcomed by Dizzy."
• "Phoning them for a booking is a mission. Very rarely do they pick up the phone, you go through to a central call center."

Facilities and Amenities

Pros:

• "Delicious coffee and free WiFi is a plus if you need to continue working whilst you wait."
• "The waiting area is pleasant with free coffee & biscuits."
• "Nice large BMW service centre. Big carpark but normally pretty busy! The staff are really friendly and always seem happy to help."
• "They even gave my car a clean which wasn't expected."
• "The lovely lady on Reception was tremendously helpful and also looked after me superbly."
• "Always good service here, I travel from Southampton for this reason."
• "Customer service I received was exceptional. Dizzy is friendly, helpful, professional and very knowledgeable."
• "The team here are very welcoming and friendly, Dizzy is a credit to the company, as are the technicians who did such a great job on my car."

Cons:

• "Car parking nightmare! Booking in not efficient, didn’t seem to know I was booked on."
• "Only thing I would change is the customer lounge, seating uncomfortable and cleanliness of the toilets sub par."
• "Asked if we wanted car cleaned after work said yes but they didn't, also coffee waiting area upstairs, not great if mobility not good."
• "Also could do with a 24-hour drop area with a key box and a parking space accessible for vehicles that don’t roll."
• "It may have been a one off poor experience but I wouldn’t chance it again."
• "The entrance to the building is not the easiest to find (no BMW signs on the road)."
• "The speed bumps are not very nice and not great for a low car, so be aware!"
• "Drop a lot of broken-down stuff here and tbh never had a nice experience. Jaguar, Audi, Volvo etc. they all offer you coffee and actually try to be a bit helpful and happy."