i have always owned a VW replacing them every three years and currently have 2. always get my vehicles serviced by Marshalls Reading to maintain the dealer servicing and when i loose my locking wheel nut they arent prepared to simpley lend me a key for 5 mins whilst i change the wheel on site when in urgent situation. said they can let me change a wheel (then why do they provide car jack, wheel and kit) Also have a brand new Golf R and had some teething problems. left three messages with service for a call back but heard nothing.

We purchased a Mazda 2 Sport Nav from Marshall’s Reading branch, in August 21, and were given a three month warranty on it. Problem with satnav and infotainment panel but on contacting the Sales Advisor, he wasn’t interested and referred us to the Warranty plan. Contacted them, they came back saying the warranty plan we were given “didn’t cover” those issues as the satnav fault “was known about” at handover. It is true the satnav would not load when we test drove the vehicle, but the Sales Advisor fiddled about with it and got it working and claimed it was probably because the SD card had been removed, to prevent theft, and would be all right once it had rebooted. Foolishly, we believed him, but this was not the case as it didn’t work again next time we came to use it and also the infotainment panel keeps rebooting itself while you are driving along. We live 130 miles away from Marshall’s and had made a special trip down to collect the vehicle (after at least two earlier broken delivery date promises by them), so, knowing that it would be virtually impossible for us to bring the car back to them and complain, they just fobbed us off and now don’t want to honour their obligations to “sell a car roadworthy and 'as advertised'” since this vehicle was advertised as having satnav and as such you expect it to work when you buy it. So much for their website promise to “deliver retailing excellence”. All they are interested in is maximum profit and aren’t interested in satisfying their customers. Won’t ever buy from one of their dealerships again.

Having been a VW customer all my life, I recently wanted to purchase a GOLF and had seen one online at the VW reading garage, as i was very keen on a specific car i was advised by the Sales advisory to put down a £99 refundable deposit to take it off the market (they couldnt give me any other details on the car as it hadnt come in to their store yet) It turned out the car ended up having more mileage then id hoped for so decided not to proceed with this particular one. So I asked for the deposit back which I was promiced would be processed straight away. Well 3 weeks later about 20 follow up calls of being palmed off from sales advisor to sales advisor i still havnt received my refund. To this day I am still waiting and not even an apology when i do manage to speak to anyone. Really poor and disappointing service, i feel robbed.

Recently visited Marshall's for some advice on buying my next car and I left feeling confident and happy with the information & advice received by the staff. Olivia Forbes was very helpful and informative and I look forward to returning with my family.

Olivia is rude and the staff dont care. worst customer service i have recieved from any company EVER.

I purchased a fantastic Mini Clubman at arms length, the car was as described when delivered to Newcastle, part of the deal, was the car should arrive fully fueled, but on arrival it wasn't, the salesman Colin Harris admitted via email this was an error and I would be reimbursed. After numerous emails to him and customer services they have still not fulfilled the deal. Be cautious, after sales is not their strong point at VW Reading!!

Having had many years of poor customer service from main dealers it was a pleasure to visit Marshall Volkswagen Reading. Having driven down from North Lincolnshire the night before my car developed a fault and went into limp mode. I was advised by my son who is a vehicle technician to have it checked over before driving back home. On arrival the staff were very polite and went out of their way to help me. My car was inspected and I was kept up to date at all times. Unfortunately due to time constraints they could not repair the fault at short notice ( new turbo required ). I would like to thank the driver who took me to my meeting who was very polite and courteous at all times. The driver then offered to pick me up again if required. I would also like to thank Steve ( service advisor ) for his expectational customer service he gave me. As they had spent quite a lot time trying to diagnose the fault I was dreading the invoice. However this was not a shock and I feel the invoice was very fair and reasonable for the work undertaken. Well done to you all at VW Reading. Kind Regards. Nigel.

I wouldn’t usually visit a main dealership but I had to visit Marshall Reading to get a basic diagnostics test on my car required by my insurance company. On arrival I was greeted at the door, asked how my day was going and offered coffee and then told that my car would have its free and emissions test whilst it was in. Great, I thought. I couldn’t have been more wrong. Later that day I got a phone call informing me that they couldn’t get to the bottom of the problem I needed sorting within the hour (that cost me £90) so they would need to keep the car for another 2 hours to investigate further which would cost another £400. She also informed me that they had found some other issues with my car. It was explained to me that some of the issues were so severe that they needed to done as a matter of urgency and others were not so urgent. I was then informed that the total amount of work that needed to be done would cost over £7000! £7000! I only went in for a simple diagnostics. As you can imagine this was a shock and actually quite traumatising. I was emailed a fancy video and report of the work that supposedly needed doing. I informed them I would not be going ahead with any work and as wanted to get a second opinion so went to go and collect my car later that day. On picking up my car I looked at their report again and noticed that 2 of the things they wanted to charge me nearly £300 for were a locking nut and a new service book as they were apparently missing from my car. On getting back into my car I found both of these items within about 10 seconds. On questioning this I was told that they probably didn’t want to go through anyone’s belongings so just put them on the report as they couldn’t See them without touching anything. Worse still, one of the dash lights was on telling me that parking light wasn’t working which was absolutely fine when I dropped it off. On drawing their attention to this I was helpfully told that it wouldn’t have been anything to do with something they had done and that I could book it back in at an astronomical cost to get it fixed! I think I laughed at little bit at this point. The next day I took my car to 2 other mechanics. I showed them the report VW had given me with the details of the work they claim needed done. Both mechanics were astonished at some of the claims VW had made. Yes My car needed some work but both mechanics came back with a quote of £1000 for everything. It’s very easy to see what VW Marshall are up to. They wanted me to Part ex my car for another maybe? Or Take me on as a new customer and take advantage? What a horrific and traumatising experience I had. VW Marshall are treading on very dicey moral ground.

After buying 4 Tiguan's over the last several years I have seen the customer service at Marshall VW in Reading go down hill. The sales began to be taken for granted. There were errors on mileage that I didn't spot because it wasn't what I asked for. I think this was changed to get the monthly payments down and the change wasn't mentioned. Some of the service people are rude. Their communication skills are poor. The sitting area for waiting appointments is cold and drafty in winter. I am so glad to have gone elsewhere for my current car.

The Problems I have had with my 2016 VW Golf R-line from Marshall Volkswagen Reading is beyond believable. And VW's customer service in Reading is really bad. Initially we went in there to have a look at buying a new/used car but stood round for about 30mins before we realised that we were not going to receive any service, yet despite this we went and bought our VW car from another dealer. Not a year had gone by when we began to experience problems with the digital console and problems with the key/key battery which doesn't seem to last longer than 3months?? When I couldn't unlock my car anymore we decided to send it to VW Reading as it was still under it's 3 year warranty, I asked the service staff to have a look at the console as well, as it kept changing Radio stations on its own and the console screen would flip and change on it's own as well. VW came back to me saying that the key battery needed changing and they had the cheek to charge me £5 for ONE key battery. They did not fix the problems with the console. 6months down the line problems with particulate filter came up, bearing in mind the car hasn't even done 30K. Not one utterance of you should do long runs in your VW Diesel vehicle to clear the filter was mentioned. So VW proceeded to charge us for to have this cleared and then on top of that charged us for a tank of fuel. We received the car back and although the particulate filter seems fine now, my console still does not work as it should. The manager in the service department has appalling customer service skills. There have been numerous other problems with this car and considering the car is barely 3years old, the price we paid seems beyond what you get. SO INCREDIBLY disappointed with VW. We will be selling the car on now and hopefully paying for a suitable replacement.