First class service from reception to mechanics to valentine.

Very disappointed with the after service from Marshalls sent email of complaint and no response

I own a VW polo 2019 that I inherited from my Father who passed just over a year ago. Today I contacted the Reading dealership for he first and probably last time. The issue I am raising is their poor attitude, arrogance and ignorance. My heater / AC blower will not work except on number 4 setting. A simple google search tells you this is a very common fault and is due to the blower resistor failing. It didn’t work when my Father was alive and we should have taken it in under warranty! Never mind. I was put through to service, I described the fault and asked for a quote. The employee said “around £500”. I thought this was a lot, I had previously looked at YouTube and saw it involved removing the glove compartment and locating and switching out the resistor. I didn’t fancy this due to a back issue. I questioned the price saying “how is it that much when it’s removing 5 screws and swapping the resistor out?” I was genuinely interested to see if I had misunderstood the complexity, still interested in having the job done. He replied “if it’s that simple and you know how to do it, then crack on” - I hung up. I replaced the resistor having bought one from VW in Maidenhead (slightly further away!) in 35 minutes!! I asked Maidenhead for a quote post fitting myself, £200. What a complete and utter waste of space your employee is. Train and move up or move out!!! A

Terrible service when we visited this dealership on Saturday. Would not consider buying a VW following this experience.

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!!