Marshallgrimsbybmw Avis 

I bought a BMW Z4 from Marshall’s Grimsby approximately 1 year ago. Not a great start from the sales guy Luke as he didn’t answer the questions that we had asked over email. We wanted things in writing and felt that on some occasions we were chasing them to buy the car and it was almost like I was doing them a favour buying it not that they actually wanted to sell it! Luke even said that he was sorry that we had got off on the wrong foot, after airing our initial concerns.

Handover went very smoothly until they presented the car. Although it was very clean, it had a lot of surface scratches and stone chips. Luke was very apologetic, and said to bring it back in on a different day and everything would be sorted. Booked it in verbally with Luke on the collection day but I never received email confirmation as promised. I chased and chased on email but received no reply. I had to phone to get all sorted. Got my car back with only three of the fourteen areas sorted. Car had not been washed and inspected, so how could they do a thorough and proper job checking for stone chips and marks on a dirty car? Apparently the body shop man is the best in the business according to Ewan. Genuinely not convinced about that! Interior was covered in white watery marks. There were also marks on the seats and it was just generally grubby. Standard of the stone chip repair by the ‘best in the business’ was very poor as it fell out after first wash!

Marshall’s send you a survey to rate the service you receive prior to purchase and if you do not reply positively, apparently the person who sells you the car gets their wages docked. I am not sure how true or even how legal this is but rather than filling in the survey negatively at the time, we did not complete it and gave them the benefit of the doubt, that what we had experienced was just a one off. In hindsight, we probably should have completed it and then they may have improved the service we received going forward.

Booked back in after 11 months for the free MOT, software upgrade and health check I had been promised. I was given a 1 hour ‘sit and wait’ appointment. Which effectively means they get your MOT in and out in one hour. Two hours later, we were still waiting for it to be completed,I asked the Customer Service Manager, Kelly (who incidentally was sat at a desk just three feet away from us), what was happening. Twenty minutes later neither she or anyone else had come back to me with an update. Kelly was just sat at her desk hoping I would go away I think! I had to ask her again for an update which was basically that ‘it will be ready soon’. FINALLY, 3 hours after I arrived, I got my car back. This was only after constantly asking, and receiving a different excuse every time. MOT was carried out, but no software updates were carried out as they wanted to charge me £150 for my FREE update. As an apology for the long wait time, we were told there was no charge for my already FREE MOT! After I left, I complained in writing by emailing customer service. This was directed to Kelly but I received no response as I had come to expect. After contacting them via social media, I eventually got a response and a phone call from a Senior Service Advisor called Gareth. Gareth wasn’t bothered about hearing the full story, just didn’t want me to leave any negative feedback anywhere and offered me a free MOT for next year. I don’t think so!

They are so desperate to get 5* ratings and for you not to leave negative comments. Gaining 5* reviews would not be a problem if they were good at what they do - I would happily leave them glowing reviews. Unfortunately, they are very poor at what they do. They just give you lip service. If they got it right and provided excellent customer service and aftercare, they would not need to resort to these tactics. Talk is cheap and actions most definitely speak louder than words - Marshalls Grimsby do not act or follow through on their promises.

To add insult to injury, today I received an email asking me if I would like to book in for my FREE health check and software update. Err surely this is what I asked for at the time of my MOT and you wanted to charge be £150 so why would I believe that it would suddenly be free now?

I would never go back to Marshall’s Grimsby and I will not recommend them to any of my friends or family.

If I could give them no stars I would , vile lying company, no after sales care, no management just lies after lies , vile start to finish , we will be heading to court with them shortly when the court case is over I will share all photos and correspondence on all social media networks and with the newspaper

I bought a brand new car from them , but encountered a warning light issue. Despite informing them, there was no response. The salesperson, Matthew, completely ignored me after the sale. Extremely unhappy with their lack of support and customer service. Would not recommend this dealer.

Worst customer service ever experienced by BMW both salesman not interested 5 hrs for a call back saying so busy, they should work for NHS that's busy, Will said would send paperwork nothing waste of a morning driving 60 miles don't get a bike from them, went interested in a £28000 sale

I would give no star if there was an option. Recently I bought a bmw and it was delivered to me at its worst condition. They misled the customer. I will never buy another from them.it is car that cost your lifetime savings and they simply bother.

I am posting this today as I have exhausted every avenue to resolve my complaint after purchasing this new X3 M40i on the 31st october. from day 1 the sat nav wasn't working and still says loading today, after spending many hours of phone calls to various departments I am still no further forward. I am now on a 8 week complaints procedure along with trading standards who say its going to be a long process also. meanwhile I am having to use a TOM TOM on a £60,000+ vehicle.
Tomorrow I am using the county court Online service to get this sorted.

Brought a car in the beginning of march and took my old car there for a part exchange and now got a letter stating I have a default on payment because they have not settled my outstanding fiance, now been advised to make a case to county court for the issues and concerns, this is a big amount and will make sure papers involved and bmw as there must be clause when marshall have an agreement on the franchise, three months later and still chasing this, if somebody calls me and gets this sorted I will consider taking the review down.

This is my second new car from this dealership. The first car was brand new, the dealership fitted a reverse camera, which was not a genuine BMW part, but charged as it was! After a year of electrical issues I decided enough is enough. Changed the car for another new car, Was quoted with service pack, which I accepted, a year down the line. I go for a service to be advised there is no service pack for the car. Dealership is not interested and won’t respond to emails or phone calls