Marshall BMW Salisbury

Apr 13th, 2023

We can't thank Rob at Marshall Salisbury enough, 4 cars now purchased from him. Very professional service & the little attention to details not overlooked. Thank you!
Apr 6th, 2023

Went to view a car very helpful staff
Mar 13th, 2023

I gave my car to have it done before, the employees got into my car and had an accident. employees like thief cats. Worst service I've ever seen in my life. it was the worst experience for me and i never went again.
Mar 8th, 2023

I purchased an Approved Used BMW from Marshall Salisbury in April 2022. It was a challenging process as I had to pursue sales for call backs and only made progress when the GSM (Darren Street) became involved. I only persevered as it was a rare model and the car was well specified and presented. On the day of collection, I was given a folder containing some offers e.g. complimentary MOT, complimentary valet etc. I also decided to take out an extra years warranty on the basis that I was informed I could claim the money back at any time within the first 12 months if I changed my mind. Some months later, I did change my mind and requested to the Marshall warranty email address that I wished to stop the policy and receive a refund of the money paid. I heard nothing. I emailed 3 times in total and nothing. I called Marshall Salisbury who said I couldnt receive a refund. I said I wanted to speak to Darren Street and was told he had left the business (he hadnt). I was told by another employee to contact the company that supplies the warranty (Car Care Plan). I did and was told they had received my email and had cancelled cover (didnt reply to tell me) but would not issue a refund. I emailed Darren Street on 9th January. Darren investigated and confirmed that I was entitled to a refund. This took weeks to materialise (paid March 1st) and required me to chase several times with Darren. As the anniversary of ownership approached, the car was due a minor service so I planned to take it to Marshall Salisbury in order to take advantage of the offers in the folder (I usually go to Cotswold Cheltenham as this is much closer). I tried to book a service online but the options didnt go far enough into the future so I contacted Darren and he put me in contact with Tom OGrady in the Service dept. He quoted me more than online as I was booking over the phone so I said Id wait until the dates were available and book online to save money. I asked about having the offers and he had never heard of the folder I was given on purchase and asked for photographic evidence which I supplied and asked me to bring it when the service was due. I subsequently tried several times to book online and at the end of the process, a message said I needed to call to book a service. I emailed Darren and he put me in contact with Sarah in Service. I advised Sarah of the folder and the offers I wished to use (valet, MOT, battery check, end of warranty) and was asked to bring it with me. I was booked in for a while-you-wait appointment. When I arrived, Sarah looked at the folder and advised shed never seen it before. I told her about the catalogue of issues Id faced and she went off to speak to Darren (I was disappointed he didnt come out to speak to me given the history). On return, Sarah said they would only be able to honour one of the offers as the small print stated it was one offer per visit. I chose the MOT. The car would receive a basic valet anyway wash exterior and vacuum mats (could just wipe over the dash and centre console). I asked if a scrape on the rear bumper could be looked at which it was. I asked for a desk to work at while the car was serviced and was supplied with a quiet area in the Mini showroom which was much appreciated. Once the car was ready, I paid the pre-agreed price-matched online price. Sarah said Id receive a review form to complete and needed to score them 10 otherwise theyd be questioned. Given the history, I assume my facial reaction indicated I wouldnt score them 10 so funnily enough, I havent been emailed the review form! Getting anything done with Marshall Salisbury has proved a challenge. Nothing is straightforward. The overall impression I get from them is that they are inherently disorganised and inadequately trained and never too far from chaos. Im not foolish enough to say Id never buy another car from them but it would have to tick every box for me to contemplate wrestling again with a garage which does not fulfil the expectations of a typical BMW customer.
Apr 30th, 2023