Marshall BMW Salisbury

There is s bit of delay checking in and when collecting your car. Sit and have a coffee. Not exactly city centre either. You'll need a lift. But they cleaned the car inside and out beautifully, and I got a loan car when it needed extra work.

I recently bought a approved used BMW from Marshall BMW Salisbury. The service was amazing and the whole process was smooth and effortless. Well done Paul, you were very professional and made the whole experience effortless and enjoyable.

I travel 45 minutes each way to get my car serviced here, instead of 5 minutes to my local BMW dealer. Professional and efficient.

The parts department is also great, thank you to Kevin and the team.

Not dealt with fairly or with any respect as a customer.
Assured several times the series 1 BMW (2021) we were interested in was in great condition, no damage to the windscreen and other than a very minor mark or two was good to go. We gave £1k to secure the vehicle. Took a day off work and travelled 120 miles to close the deal.
Vehicle had not been cleaned. Vehicle had front, offside damage and the windscreen had a marble sized area of damage on the passenger side.
No offer to compensate for our 3/4 tank of petrol for the 240-mile round trip. Took a week to get our £1k back. Disappointed to say the least.

Always a wait here regardless of the time of visit. Staff are robotic but polite. Would be useful for someone to show car controls rather than simply check a car over and send you on your way. I don't know how do drive a automatic, yet this is what you're given. Felt so uneasy.

BMW recovered my car (tyre punctured badly that created a crack on a run-flat tyre) and decided to send it to Marshall’s in Salisbury by the Monday. I phoned Marshall’s to ask when I should be getting my car back and never had a call back. I had to phone again the following day and was told it was at least 48 hours before they can even tell me when it can be done as that’s the standard for all incoming work to them! Was disappointed to hear that one tyre replacement would take THAT much processing and if I knew it was going to take that long, I could have taken it to my local ATS and can do same-day replacements.

I then called the Wednesday (3 days now with them) to find out that they’ve just had the tyres delivered to them and will be too late for them to fit this afternoon. I called again on Thursday (twice, as no one rang me back AGAIN) to ask what time I could collect and they phoned me in the afternoon and said the courier accidentally collected the tyre (my tyre that was just delivered the day before!), so they asked for it to be redelivered again that Thursday afternoon and we agreed it will be too late so I’ll just collect Friday. Due to several letdowns, I didn’t expect to collect it in the morning and guess what happened, I had to chase them again for it, asked for a return call as I had their rental car from enterprise (for 5 days now - simply for a tyre replacement!) and Enterprise warned that I return it on time as I might get charged personally.

I then finally been informed that it will be ready for collection between 5-5:30PM (despite the fact that I’ve been waiting several days for that tyre to be done, it still wasn’t made a priority on that day)! So I dropped off the hire car & picked up my car.

But the story doesn’t end there. I got a call from Enterprise car hire the Tuesday week after asking if I dropped the car back at Marshall’s as they went there, couldn’t find the car in the visitor’s parking lot where I told them it was left! I informed Enterprise who I left the car with (including the keys), who was also the same person who handed me my car back.

I then get a call from THAT personnel at Marshall’s asking where I left the keys. Instead of asking politely or being honest to say that they can’t remember where they’ve put the keys, they made it sound like he doesn’t recall me handing the keys to them and I did inform them that you guys moved the car off the visitor’s parking area, which means you had the keys!

As you can imagine, it was a rollercoaster kind of service, the only person that was nice was the lady I met at Mini reception really but other than that, completely dissatisfied with the service of a premium car distributor! I’m giving them two stars rather than one because they did (eventually) fix my 330e. I feel this kind of feedback should be brought to the manager’s attention so hopefully other customers won’t experience the horror I went through.

Damage done to my car and a part stollen while in for a recall. Not even a sorry was put my way. All I got was messed around further getting the part replaced as payback for complaining. Worst service I've known. Would never go back not even if I won a new car from them. UPDATE Seeing as you can't reply. The response is fake, making out they are sorry... Just for everyone to see/read. Emailed my details across as they requested and funny enough no one has bothered to get in contact with me. SHOCK! Nice to see the customer care is just as bad. DO NOT USE THIS GARAGE, DRIVE MILES TO YOUR NEAREST TRUSTED DEALER.

The only reason I have even given 1 star is because the lady I dealt with was not at fault. I had my car booked in for toady 23/01/23 since the beginning of December for a new amplifier. I set off this morning to get there for 8.15 only to find there was no courtesy car booked as promised. I live 16 miles away! after waiting 30 mins eventually they did find me a car, I then went to put fuel in and start my drive home, it was 9.20 and I was half way home when I got a call to say they did not have the part for my car and it was on back order and could be March. I then had to turn round and drive back to Salisbury to get my car, after waiting another 20 mins for them to re-fuel my car, I eventually got home at 11am!!! Absolutely atrocious internal communication, not to mention that it seemed to be ok that by replacing the fuel I had used and purchased was enough in a way of an apology for the waste of my time and disruption to my day!