Marshall Motor Group Reviews 3,310

Gatwick have had my Genesis GV80 for 3 days for my 3rd of 5 year FREE servicing. This is the first time my car has gone to Gatwick an (88 mile round trip from where I live and over £25 at my cost for petrol).
1. Sunroof not working
and stood down guys who were working as it may be long job to find fault and if necessary to order the part.
They said they would return car today and i need to re-book to have sunroof sorted. I said no as more of my money in petrol and another 88 miles added.
2. Battery needs replacing as not holding charge. Genesis give a 2 year warranty not three years as other outlets who sell the same battery do (convenient that) and guess how much they want to fit a new battery?
Eight hundred and forty nine pounds! In the meantime I have called the usual outlets and their price includung fitting ranges from £249 to £279!
3. driver door dent 1.5" (40mm) caused by a stray supermarket trolley hitting my car and they Marshalls called there local dent man who fixed it £140+
4. Driver mirror camera has suffered a 20-25° blur, Marshall have said if they remove the mirror housing to inspect is £140 and it may not re-fit correctly!
Incidentally, he said the cost for a new mirror with camera is two thousand pounds! I said the mirror housing has a minor crack which you would have to look for so it would be a camera replacement. They only replace mirror and housing... I have had to pressure Simon Fawcett after sales manager to open and inspect and send photos to me of the damage and if it can't be fixed to re-fit and leave it at that.
To be honest when the dent they called came to repair the dent he must have the door inner panel off and Marshall would have saved time by removing the mirror form the inside shell of door to remove have a look inside, or perhaps the housing can be unclipped from the outside, Marshalls clearly do not want to fix the mirror or the sunroof and thought by saying it could be sometime before the car would be fixed and returned back to me I would accept this.
I have just has an operation and can't drive for 10-14 days anyway. You can imagine if I had agreed to re-book, it would weeks away before this would be resolved AND extra costs for me for petrol and another 88 mile additional mileage.
If I could give a minus rating on Marshall of Gatwick, I would not hesitate.
I will be contacting Genesis directly to report my ownership of my GV80 experience but even they have a 1.7 out of 5 star rating, which does not bode well.
Do I regret selling my Mercedes AMG and buying a new Genesis, absolutely, without any question, I have no problem with saying, avoid Genesis at all costs!

Had a recall on 2 of my vans. Contacted this dealer spoke with the receptionist Sophie Clark who was very helpful on the phone, she booked the vans in a short period of time, both the vans recalled were swiftly delt with and safety recalls were carried out.
I was very happy with my experience it was hassle free and did not interrupt my work schedule.
I asked about a replacement key and Sophie has sent me and email on the next steps to go about getting a replacement.
Very happy with the service I received 😀

Please never use this garage for servicing unless you want to be overcharged and just generally messed around.

My Polestar was collected by Marshall Volvo Derby for a routine service, during which the vehicle was damaged on a parking sensor while in their care. This was raised at the time, and although parking sensor issues are known on this model, the timing and circumstances strongly suggest the fault originated during their handling of the vehicle regardless this was a new vehicle and would be under warranty.

The initial diagnosis identified one faulty sensor. The part manufactured by Bosch is £30. I was quoted over 3 times this with the additional labour. This initial charge was eventually waived.

However, when the vehicle was returned, the original issue was still present. I was then informed that two additional sensors were required, despite only one fault being identified in the original service report. I had to then bring the car back again at my own cost.

Months later, an invoice has now been issued to the leasing company for work that was never properly agreed or authorised by me. Also worth noting the leasing company is paying around a third of the price that any individual is quoted.

This was combined with the fact that no one will respond to emails, they will make you wait over an hour on hold and then hang up and even when they do actually take your call which is extremely rare they still will hang up.

This has to be the worse experience I have ever had with a garage.

Fabulous service & care from Ross & Team 10 out of 10 !!

I received amazing customer service from BMW Hampshire, Hook. Paul was my sales person and I can’t recommend him enough. Not your typical sale guy (which I usually dread!) Not pushy, did a great deal, and was very knowledgable and friendly throughout the whole process… not to mention particularly patient with my many annoying questions! 😀 I’m so thrilled with my new car, I love it! You’ll be recommended! Thank you!

Never deal with this company for a new car. Sold us two defective VW cars, poor sales service and after sales. Didn’t try to help us with our situation and only cared about themselves. Treated us like we were the issue even though we had Dashcam footage of the defective car. Head of business was rude and unhelpful. Even with a direct complaint against their Coulsdon branch we never heard a thing back unless we chased them, disgusting customer service. Avoid them.

My recent experience with Ford Marshall of Cambridge was so overwhelming I felt compelled to leave this review.
Firstly I’d like to pass on my sincere gratitude to all of the staff working within the service department, from start to finish a genuine professional approach to repairing my vehicle.
Secondly I’d like to highlight how I felt based on the experience as a whole. To be recognised as a loyal customer and treated as such was again, overwhelming. Knowing that the situation with my vehicle would be resolved putting me back on the road as quickly as possible was a welcome relief.
I can’t thank you all enough and appreciate your support.
If you’re looking for a centre that provides quality services and fully supports their customers then I can’t recommend Ford Marshall Cambridge enough.

A lot of communication when they want you to buy a car, but they disappear as soon as a problem comes up. Never received any documentation regarding my approved used warranty, I have been in touch three times so far asking how I go about booking a diagnostic for the issues the car is having and have yet to receive a response. No information regarding the warranty so I am unable to get the car diagnosed before I have confirmation they’ve actually given me one. They also tried to charge me for an extra 12 months warranty when I was told it was being included for free. Fantastic service when they want your money, no service when they have it.

My daughter purchased a car from the Northampton BYD branch. Tuba was great in supporting Lucy make the right decision for her and even came in on his day off to handover personally. Excellent service.

Non existent after sales service at Marshall Jaguar/Landrover Cambridge. Pre sale agreed conditions have not been fulfilled and Nathaniel Pruden now ignores my emails. A formal complaint has been made to Ian Bullock (Head of Business) who has ignored me completely and not replied to my extensive and explanatory email. I'm now also preparing a complaint for The Information Commissioner's Office (ICO) regarding a breach under GDPR and the Data Protection Act 2018. An awful experience from the moment we stepped in the showroom with no clarity or direction unless you want to be laced with a free drink and Biscoff biscuit ironically offered by the eagerness of.....Ian Bullock. And no Sharron, I'm not emailing your 'review' email address as I've spent far too long trying to get anywhere with Nathaniel and Ian. Perhaps it best you do some investigative work yourselves to sort this problem out. An utter shambles.

Purchased my car from Marshal at Nottingham. The process was very slick, at the same time we never felt rushed. I am very pleased with the car. The products and after sales services offered are excellent. Amy Eldridge deserves a specific mention who looked after us from start to finish going what dent the extra mike to make us feel a valued customer. I will definitely be visiting again in the future.

My family and I purchased an “Audi Approved” vehicle from Marshall Audi South East London. It turned out to be one of the most alarming and stressful experiences we have ever faced.

During the test drive, the air conditioning wasn’t working. I was assured it only needed a re-gas and was told the vehicle had passed Audi Approved checks and an MOT with no advisories.

After continued issues, I arranged an independent inspection through Audi Coulsdon. They identified multiple serious defects, including leaking coolant hoses, failed engine mounts, heating system faults, a failed Quattro system requiring a new rear differential, brake discs worn below MOT limits, and brake pads approximately 90% worn.

Most concerning of all, Audi Coulsdon discovered that the air conditioning system was leaking refrigerant gas into the vehicle cabin. I have video evidence of this.

This was not a simple air conditioning fault. My family, including my two young children, had been travelling in a vehicle later found to be leaking refrigerant gas into the passenger compartment. One of my children has chronic lung disease and has required 3 intensive care admissions this year alone. While I cannot at this time make any direct medical link, discovering that my family may have been exposed to leaking refrigerant gas in a vehicle sold as “Audi Approved” was absolutely horrifying.

Despite these serious issues, calls to the branch were ignored, emails went unanswered, and I eventually had to escalate the matter to Audi UK. The dealership’s proposed resolution was a buy-back offer significantly below what we paid, despite us covering only around 5,000 miles in 13 months.

I still struggle to understand how a vehicle with numerous major defects — including a refrigerant gas leak into the cabin and brakes below MOT limits — was sold as “Audi Approved.”

Based on my experience, I would strongly advise anyone considering buying from Marshall Audi South East London to obtain an independent inspection and not rely solely on Approved Used checks or MOT assurances.

A disgraceful experience from a main Audi dealership.

Please avoid buying a car from this garage.
We purchased our car just 8 months ago and have experienced nothing but problems since. Within only 2 months of purchase, despite being told the vehicle had undergone a full service and MOT, we had to pay for a brand-new clutch at our own expense.
The wing mirrors also stopped working shortly after purchase. Despite countless phone calls and promises of call-backs, they were only recently replaced after months of chasing. Unfortunately, empty promises and poor communication seem to be the only consistent part of the service. Staff regularly promise to call back and simply don't, and we have been given conflicting information throughout.
We are now facing a serious issue with the engine pump. The garage has quoted us £1,300 for the part alone, excluding labour. This problem has been ongoing for months and the vehicle is now unsafe to drive. The car frequently struggles to start, often taking 6 or 7 attempts, and has even cut out while travelling at 50mph.
At no point has the garage taken ownership of these issues or offered a sincere apology. The lack of customer service and after-sales support has been shocking.
Every time my husband or I have visited the garage to discuss yet another problem, there have been other customers there making similar complaints about their vehicles. That speaks volumes.
I could list many more issues, but my advice is simple: save yourself the stress, expense, and frustration and buy elsewhere.

Brand-new Jaecoo 7 PHEV faulty after 3 weeks — poor aftersales and no call backs
I collected my brand-new Jaecoo 7 PHEV from Marshall Omoda & Jaecoo Nottingham on 11th May on PCP, and the experience has been extremely disappointing.

The collection itself was delayed and communication was poor. They did give me a free full tank of petrol as an apology, but sadly that has not made up for what has happened since.

After only three weeks, the car has developed several intermittent faults. The screen randomly changes to Chinese when using Apple CarPlay and YouTube Music, the lane departure system randomly displays a failure warning, and I have experienced power issues. The car also does not seem to be charging the battery properly in HEV smart mode, which means I am having to charge it daily. That completely defeats the point of buying a hybrid — if I wanted to charge every day, I would have bought an EV.

I contacted the dealership last Friday and was told I would be called back. Nobody called. I contacted them again today, twice, and was told by a salesman that the manager would call me back. Again, no call back.

They have said they can look at the car in a week’s time, but I would have to be without a car while they do it. For a three-week-old vehicle with warning faults and power-related issues, I find that completely unacceptable.

The only real response I have had so far is “that’s not ok,” but nothing has actually been done. The lack of urgency and poor communication is just not good enough.

Buying a brand-new car should be exciting and stress-free. Instead, this has become stressful, frustrating, and has left me with no confidence in either the vehicle or the dealership.

Based on my experience, I would not recommend Marshall Omoda & Jaecoo Nottingham.

I cancelled my new car purchase and was told I would receive my deposit back within 8 days, we are now on day 18, all I’ve had is excuses after excuses and told the refund has been processed,
absolutely appalling company,

Marshall Group Audi Oxford franchise has my Audi Q5 since March. The gearbox failed, they inspected it, advised that could repair it. They completed repairs which didn’t work but still want paying and are withholding the vehicle. They subsequently made up a story stating they had told me prior that the repairs may not work. They are now unlawfully threatening to charge storage fees (not been mentioned before).

Please, if you’re reading this never go near a Marshall Group franchise.

I used their user unfriendly app to eventually supply information for a pex. They had the gall to offer me less than we buy any car, for a car in very good condition and recent new Nissan 19 inch wheels. The guy, was completely dismissive. I had said I didn't want to pay more than 5k on top. I did ask for a conversation re: wriggle room but was told there are no discounts, the value is the value - if I wanted to consider finance for the extra, they would consider it. I was absolutely disgusted. At NO POINT did I say I couldn't afford the extra, I am absolutely not going to oay more than I should. I told him he was condescending. Whilst the rules of engagement in buying used cars is very different to what it used to be, the off hand dismissive attitude will only make me look elsewhere. He did try to apologise and suggested I let him assist me in searching fir a cheaper vehicle. Ironically, I have spoken to 2 different Nissan franchises whose attitudes were far more accommodating. If he had shown just a little accommodation for a discussion, the outcome might have been different. Avoid

My Audi has been at this branch for 3 weeks and zero repair work has been done. No updates unless I chase them.

I’ve been without a car for over a month while caring for family members with disabilities, and have had to pay extra for taxis to get around. For the price Audi charges, the service is unacceptable.

Disgusting lack of communication and care for customers. Do not purchase a car here as warranty doesn't mean a thing and you won't be offered a courtesy car.

I have escalated to Head of business and customer services and nothing has been done.

Just picked up our new Honda CR-V Hybrid 2023 today and honestly couldn’t be happier with how the whole process went. This is actually the second time we’ve bought a Honda CRV from the Marshall Honda team in Clitheroe in the last 3 years and once again, they’ve been absolutely brilliant.
​A massive shoutout to Nathan, our sales rep, who looked after us from start to finish. He was incredibly patient, took the time to answer all of our questions, and just made the whole process feel completely stress-free and easy. No pushy sales tactics at all, just genuine care.
​Also want to mention Andy, the dealership manager, who was supporting things behind the scenes to make sure everything went smoothly for us.
​If you’re looking for a great car and want a team you can actually trust to look after you properly, I can’t recommend Marshall Clitheroe highly enough. Thanks again to Nathan and Andy, we’re absolutely buzzing with the new car!

Delighted with our BYD Seal udmi ! Also delighted with the service we got from Kerrie McGregor. She was extremely helpful and knowledgeable from the start to the finish of our car purchase. She made the whole process seem easy. Thanks Kerrie.