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.

We went to get a 2 year lease on an automatic Tiguan. Spent about two hours with the salesman who got us some quotes based on the same spec as the lease car we had before. Once we got the monthly payments under £300 we were happy. he then said that there was a car that matched our spec arriving in the UK shortly so agreed to go with it. After about 4 weeks we were contacted by him asking to come to the garage to sign the contract. We went in and signed it, didn't read through all the paperwork as was in a hurry. Picked up the car a few days later. couple of weeks later got a letter from VW Finance saying that the monthly cost would over £400 for the period and the initial payment was over £700 more than quoted ! I complained and was told that because the quote was for manual gearbox and I had signed the contract over 4 weeks since quote, they can charge me this! They chosen signing date- they conned me! AVOID

I serviced my car with Reading VW under a VW service plan, the car required new brake pads and they provided me with a price and requested authorisation to carry out the work. I thought that the price give was quite high so i asked them not to do the pads. I called three other Main Dealers, Maidenhead, Camberley and one in London (which i expected to be more expensive). To my surprise all three dealers were cheaper than Reading with one of them being 35% cheaper for the same job using the same parts (both the labour cost and parts cost were less). My advice is to shop around VW main dealers for your service before you commit to one of them, I have no intention of returning to Ridgeway Reading VW as there overall service is poor and they are far too expensive.