Marshall Volkswagen Newbury Reviews Summary

Customer Service

Pros:

• "Everyone here at vw are extremely helpful friendly and knowledgeable."
• "She went above and beyond to find me a car so quickly!"
• "Her advice helped us choose the best car for our needs and she kept in regular contact throughout the process."
• "I would like to give a big shout out to Daniel Wykes and his team at Newbury branch for the exceptional patience and assistance with my faulty car."
• "Nigel was great. This was the first time I have brought a car on my own and from start through to collection I only have positive feedback."
• "Gill gave us her undivided attention at all times, explaining everything clearly and in detail."
• "Gill communicated with me regularly throughout the process - she was patient, professional, kind and it was a pleasure to do business with her."

Cons:

• "I am extremely angry and disappointed. They changed my battery in my Passat b6 in august 2018 (although the battery was fine just the car needed a new engine starter motor)."
• "Unable to get through on the phones. Took 3 hours for a sit and wait mot after I eventually booked online(with no confirmation)."
• "Not for the first time waited for a call from service department which didn't materialise."
• "Late and inaccurate messages about what needed done."
• "If there is a company that deserves 0, it is them."
• "I was about to change my other car and told them this and they couldn’t care less about losing the loyalty I have built with them over the years."
• "In essence the used car preparation is poor and aftersales is disgusting."

Vehicle Condition and Quality

Pros:

• "Just bought a new Golf 8. Brilliant car and perfect for me."
• "We love our new car so much."
• "Bought our latest car here, a Nov 21 reg Black edition T Roc with 1000 miles on clock, just like new!"
• "The car was delivered on time and we couldn’t be happier with our purchase."
• "Its been a month since I picked up my car and still so so happy with it."
• "Just purchased my son's first car from this garage. Great experience dealing with Drew Collins, who at all times was polite, professional and courteous."
• "Collected my new Polo Beats from Marshall Newbury on Thursday."

Cons:

• "Well they found the fault and fixed it but left the data plug out, on the floor, unplugged the dashcam, adjusted the seat and phone holder, switched the lights from Auto to off, and the steering wheel was greasy."
• "The AC unit was not working when we test drove the vehicle and we were assured that this would be fixed on collection. Two weeks after we collected the car the AC unit stopped working."
• "Awful service. Ordered in a wing mirror for me as mine was damaged, then charged me for it (plus labour!!), only for me to drive home and realise they hadn’t replaced the wing mirror."
• "Were great when buying but 6 months later I discovered the metal keys don't fit the door locks!! now no response after 3 emails to and 4 phone calls!!... shocking after sales service..the worst ever."
• "I had a fault with the air conditioning which made driving in the recent hot weather a nightmare."
• "It's easy to post a 5 star review when the car you buy is great when you go to pick it up but this wasn't my experience. Due to current restrictions I couldn't test drive or look over the car prior to purchase."
• "Have been waiting since March for them to help correct my V5C, as they incorrectly registered it with DVLA."

Dealership Experience

Pros:

• "I think this is probably the nicest dealership I've had the pleasure of dealing with."
• "Everything, from the meet & greet, through service reception, hospitality (tea and biscuits) through to excellent post MOT and complimentary health check video on the car to be exactly what I knew I would get from them."
• "Very happy with this branch of Ridgeway VW, and Marshalls don't seem to have changed that since taking over."
• "Marshall Newbury were excellent, I really can't fault their service..it was top notch and we felt extremely well looked after."
• "The VW used car package with 2 year warranty etc is very reassuring."
• "The team couldn’t have done enough for us especially Jono and Thomas!"
• "Every time I visit them, be it for service or sales, they provide the highest level of service and always exceed expectations."

Cons:

• "Booked my car in for an oil service with the option of a loan car... just to be told there was no loan car available to be given to me."
• "We part exchanged our previous VW and the money STILL came out of our account - even though it was going to be settled by VW."
• "So my #Dieselgate Sharan is still addicted to AdBlue."
• "Visited intending to buy a new car. Asked a member of staff if they had a spare moment, only to be told they were busy writing an email."
• "Pretty awful really. I called this dealership to enquire about the new Golf Estate as I wanted to test drive one. Took nearly 15mins to pick up the phone and I was out on hold for another 5mins."
• "DO NOT PURCHASE FROM MARSHALLS IN NEWBURY - you will only be let down when you come back for a service."
• "A very stressful and frustrating time whilst using VW Marshalls Newbury Garage."

Staff and Sales Team

Pros:

• "Gill has guided through all the paperwork / transfer of personal number plates / return of the 'interval car' / dealing with DVLA etc which has been not only a joy but so much appreciated."
• "Highly recommend Gill to anyone going to find a VW! She is awesome!"
• "Leah Cox, Business Development Manager looked after me so well, from choosing my new Tiguan, advising me on spec to fulfilment of order."
• "She was very patient with my young children and all my questions."
• "Drew Collins was our salesperson and honestly couldn't ask for anyone better, was very professional and took the time to make sure we were happy before buying the car and following up afterwards."
• "Drew Collins was my Sales Executive who I'd highly recommend, I was really looked after the entire process and feel like a valued customer!"
• "Fantastic Service from Tom Talbot in Sales. My Wife loves her new Golf. Everything done as he promised and really went the extra mile."

Cons:

• "Called to view car at their depot in Newbury... was treated very unprofessionally by the sales guy and their manager."
• "I have given 5 stars as your service team is perfection! And all 5 stars go to them, I would give 0 stars to your sales team after my experience when trying to buy a new golf last year - the man I spoke to was condescending, rude and dismissive."
• "Sadly this dealership got it badly wrong for us."
• "Contacted Volkswagon Newbury about buying a car and after the initial contact... they massively under valued the part ex."
• "Pretty awful really. I called this dealership to enquire about the new Golf Estate as I wanted to test drive one. Took nearly 15mins to pick up the phone and I was out on hold for another 5mins."
• "Not a great experience. Lots of salesman hanging around in the showroom but obviously it was not clear I had to walk around virtually every car to look at the individual spec for my requirements."
• "Numerous mistakes, just had the car Mot and services. Wow we’re horrified at owning the car less than a year and your garage had not done the works necessary before and have tried to pass it off to us."