Marshall Motor Group Reviews 

I contacted Marshall JLR Ipswich on 21 June and again on 24 June with fault details and additional information regarding a TCU failure. Both emails were ignored. Had these queries and warranty details been managed at the time, the later issues could have been avoided entirely.

When I arrived on 6 July for diagnostics, the service advisor handling my case later insisted that Marshall “don’t have a credit account with TWG” and I must pay and reclaim as Marshall could not process my “Platinum Plus Maintenance & Repair Warranty” provided by an authorised Jaguar dealership. This excuse is meaningless — authorised Jaguar dealers process TWG administered warranties every day, and if a dealer doesn’t have an account, TWG simply sets one up automatically when the first invoice is submitted. The warranty is not a customer pay and reclaim model.

TWG authorised the repair on 8 July after I obliged Marshall to follow the correct process. Marshall then documented the cost allocation on the diagnostic report (“warranty have agreed £317.28 only, balance payable by customer”). Despite this, I was still pressed to pay the full cost myself, and then told I could always pay the full diagnostic charge and take the car away without repairs and go elsewhere— a move that would have cost me money unnecessarily and forced me to pay for diagnostics twice. This was reckless and financially harmful advice.

After I escalated the issue to management, communication stopped entirely. No updates, no progress, no explanation. My car which was left with them on 6 July and could have been returned repaired by 8 July currently remains at the garage with no repair actioned, despite full warranty authorisation being in place.

The entire situation was avoidable. If my initial emails on 21 and 24 June had been acknowledged, or if the advisor had understood how TWG warranties work, none of this would have happened.

On 15 July, Marshall advised they could process the warranty but they would hold on to my car for a further five days for funds to clear. I discovered from TWG that Marshall had called them at 9:15 that morning and were told payment is electronic, next day. I have now collected my unrepaired and noted that it was filthy. The paint on the rear wing has been damaged thanks to etched in bird crap, so I am glad I didn’t wait another 5 days.

Marshall asked Trustpilot to get me to remove the service advisor’s name. I note that plenty of service advisors are named for good feedback, so I think that request is highly hypocritical.

I’ve dealt with the same service advisor before. S’s approach was similar then, forcing me to do what was her job and prove the validity of what in the first year of ownership was a Jaguar approved used warranty. She pleads for positive feedback. Her feedback will be precisely what it deserves to be, though you can bet I will now not be asked to provide it.

Customer service like this is not going to deliver the reset that Jaguar are seeking with their new model.

I will be seeking formal redress.

I purchased a Nissan Qashqai from Marshall Reading - and the overall process has been awful.

The after sales experience is just awful.
1 - sale of car was agreed upon 3 fixes, all cosmetic. One of them was a botch job which looks worse than it did before.
2 - the handling of getting this issue fixed was horrendous until I raised a formal complaint
3 - my car now has an overheating problem, claiming the warranty for this is nigh on impossible and feels completely miss sold. All their garages are full for weeks/months - what’s worse is you need to put in absolutely all the effort organising the repair.

Please be warned by the endless 1 star reviews. This company is awful to work with.

I have been dealing with Melissa for the last few months with regards to my new Audi. I have to say from the word go she was brilliant. Always available to help, always had time to explain. Kept me fully updated on the progress of the car being built. Was helpful with any questions as its hybrid and new to me. The car has just arrived and its amazing. I cant thank her enough and she is an asset to your company!!!!

Recently part exchanged our i10 and Andy (sales) couldn’t have been more helpful in the process. Thanks also to Will (sales) & Scott (service) for organising our service plan. Mention also to Simon for assisting in a post sale minor issue.
Thanks to all for a stress free purchase!
Gatwick Hyundai
Mr & Mrs L

Excellent service from Steve at Marshall Volkswagen Harlow.

After both mirror glasses on my Touareg R were stolen, Steve Townsend made the whole process incredibly easy. He was professional, knowledgeable, kept me updated throughout and resolved everything quickly.

It’s rare to receive customer service that’s genuinely memorable, but Steve went above and beyond. He is a real credit to the dealership.

Because of Steve and the service I received, Marshall Volkswagen Harlow will now be my go-to Volkswagen dealership. Thank you, Steve.

I recently purchased my first car, Range Rover, from Marshall Land Rover Leicester, and I couldn’t have asked for a better experience.

Jonathan Grice was professional and knowledgeable, and went above and beyond to help me find the perfect car. He explained every feature, responded to my questions incredibly quickly, and worked hard to help with my finance arrangements, making the entire process smooth and stress-free. He even topped the car up with complimentary extras, which was a lovely touch. The car itself was presented in immaculate condition and had clearly been well maintained.

I’d also like to thank Tim and Nick, who were both very kind and helpful throughout.

It’s clear that Marshall Land Rover Leicester genuinely values its customers, and that’s what makes the dealership stand out.

Jonathan is a real asset to the company, and the whole team made buying my first car a memorable experience.

I highly recommend them and would happily do business with them again.

Marshall’s Jaguar Landrover Leicester Poor service, very poor communication honesty is questionable. I wrote a review on here some weeks ago and a quick reply came saying Anna would get back to me if I gave my contact details - I did and sent a further ‘reminder’ a week later another week later still no contact! Over six weeks since Marshall’s took my i-pace and as far as I can see they haven’t even started the work! In total Marshall have had my car for 11 weeks out of the last 7 months. 4 weeks of that time with no curtesy car the remaining time with a little petrol Skoda. Paying for a Jaguar driving a Skoda and having to put petrol in it instead of powering my ipace with our solar panels. The Marshall’s response continues to be fobbing me off/ saying they are doing their best! The response to this review will likely be the same. Say, ‘do get in touch we value our customers’ (for trust pilot readers to see) and then doing nothing! Atrocious. Be very careful dealing with Marshall’s Jaguar Landrover Leicester.

To be 100% honest I couldn't afford a new car so I decided to see if I could get mine modified. (Review continues)

The team at Marshall Volkswagen in letchworth were absolutely fantastic supporting me.

I requested a quote for cruise control and got a duplicate service book at the time. The cruise control was originally booked in earlier than it was done but I understand there was an issue sourcing the parts needed.

The team contacted me to ask if it was okay to be done at a later date, which was fine. After the hassle of them sourcing the part the team booked me in quickly and professionally to get it fitted.

This was then fitted and was a top quality job. I would like to thank the team at Marshall Volkswagen in Letchworth for still supporting modifications

Car Sent There
White 2014 VW Polo 6R 1.0 MPI

These guys either have serious organisation issues or they just don't care. Will not buy again from them. Sales was good after sales appalling compared with service levels I get from BMW for my motorbike. BMW 10 Marshall's -10

FYI Coulsdon Audi

We purchased a 2025 Formentor VZ2 and had a fantastic experience with Altay. Trading in a pre face-lift version Formentor V2

After visiting another dealership that didn't seem interested, we travelled to a dealership out of our local area.

Altay was a breath of fresh air. His product knowledge was excellent, his attention to detail was spot on, and he made the whole process quick, easy, and completely stress-free.

He's a great character friendly, approachable, and genuinely cares about his customers. I couldn't be happier with the service and would highly recommend both Altay and the dealership.

We love the car and the dealership. Recommended to parents who are also purchasing same vehicle

Exceptional service from Marshall BYD Peterborough!
I recently traded in my JLR Evoque and purchased a BYD Sealion 7 Excellence, and the entire experience was outstanding from start to finish.
My sincere thanks go to the whole sales team. Everyone made us feel genuinely welcome, relaxed, and valued throughout the process. Hayden Alberta whose calm friendly approach got us interested, and Matt Ward who was incredibly helpful in resolving a few questions and concerns we had, and nothing ever felt like too much trouble.
An extra special thank you goes to Guy Walton. From arranging the test drive to patiently explaining the car's seemingly endless features and guiding us through the purchase process, his knowledge, professionalism, and friendly approach made the experience enjoyable and stress-free.
When new car day arrived, the big reveal was a fantastic moment. Guy made us feel like truly valued customers, and his attention to detail ensured the handover was memorable and exciting.
Thank you, Guy, for the outstanding service and attention we received. I wouldn't hesitate to recommend Marshall BYD Peterborough to anyone choosing a new vehicle.

We visited this dealership after finding a vehicle we were ready to purchase. We expected to be able to view the car properly, ask a few questions, and arrange a test drive.

Instead, we were simply told that no one was available and that we would have to come back another day.

What made this particularly frustrating was that the showroom appeared quiet. There were no other customers waiting to be served, yet several members of staff were visible and did not appear to be assisting anyone. At no point did anyone offer to help, explain how long the wait might be, or make any attempt to accommodate us.

For a dealership, turning away customers who are ready to buy without even attempting to engage with them is astonishing. Good customer service is about making people feel welcome and valued, even if there is a short wait. Unfortunately, we experienced the complete opposite.

We won't be returning, and based on this experience, I wouldn't recommend this dealership to anyone looking for a business that values its customers.

Many thanks to Ben from the Chery Gatwick Marshall Team who has been absolutely amazing. Victoria and I recently purchased a Tiggo 8 and we had the pleasure of being looked after by Ben. The process has been incredibly smooth from start to finish and Ben has been great at every step of the way ensuring we have been kept informed of all of our options. It has been an absolute pleasure working with Ben and we can't wait to take delivery of our new car!

We needed a car quickly due to a write-off. We were let down horribly by other Škoda dealers — cars listed as available had either just been bought by them or had failed sales checks.

Then we phoned Marshall Croydon Škoda and spoke to Kacey. What a breath of fresh air! My best sales experience buying ANYTHING for years — and I was a retail director for years, so the bar is very high.

When my bank kept me waiting for 40 minutes to make payment, she stayed well over her leaving time to make sure everything was sorted. And the car was delivered 50 miles from the dealership the next day. Kacey really put the customer first. She knew the car inside and out. And it is a very nice car for a very nice price. Well done her and the guys at Marshalls who made it all happen

I had my car booked into Marshalls in May, the lost the booking, yes they apologised. We booked in again and had my car for the warranty work. They had it for nine days and returned it with the same fault as before. Well done. How have they dealt with the issue? Deathly quite with the exception two people who have emailed over the last 8 working days. If this wasn’t warranty work I wouldn’t be going to Marshalls. Their sales team are great their service team are…about as poor as you could get. The word poor doesn’t seem adequate!

Thanks Izzy, I have emailed the reviews team on the 6/7/2026. Its now the 8/7/2026 and clearly I am an unhappy customer. As I said deathly quiet. So, if I thought it would do any good I would but clearly it doesn’t.

I am very happy with my experience at BYD Marshall St Neots. Kerrie McGregor was excellent from start to finish. She was very friendly, patient, helpful, and always responsive when I had questions.

The whole process was smooth and hassle-free. The part exchange was straightforward, and I was given a very good value for my old car. I never felt pressured at any point, and all my questions were answered clearly.

The car is great, and I am very satisfied with both the vehicle and the service. Thank you very much to Kerrie and the team. I would happily recommend BYD Marshall St Neots.

I had such a fantastic experience with Marshall BYD St Neots. As a motability customer, I couldn’t have asked for anything more. Kerrie was amazing from our first visit, to keeping in touch - all the way to car collection. Thank you so much for a fantastic experience 😊

Fantastic service and extremely helpful salesperson (Kerrie).
We are extremely pleased with our new car.

Marshall Audi Maidstone . Very professional experience with Reni the customer advisor who was very knowledgeable about the matters identified by their inspection which was carried out free while recall parts were fitted . Great when a service advisor can answer technical questions without having to run back and forth to the workshop for answers . Very positive 2nd experience with this dealership. A flexible booking approach enabling me to wait for the car in a comfortable area and they didn't take Very long to do the work either .

I bought a used 2022 Audi A3 from Marshall in September 2025 for around £21,000. Within three weeks an independent garage found multiple fault codes, including one for lost communication with the transmission control module. I was told these were likely minor, so I carried on using the car — only for the same faults to resurface and the car to break down completely with a transmission/mechatronics failure less than a year after purchase.
Marshall confirmed the transmission fault and quoted me around £5,000 to replace the mechatronics unit. When I raised a formal complaint asking Marshall to cover the repair under the consumer rights act, they refused to accept responsibility, arguing the fault was my problem and I should have spotted it earlier.
I've now been left without a usable car — with a young family relying on it — while paying finance on a vehicle that developed a serious transmission fault far sooner than anyone should expect from a car of this age and price. Very disappointed in how this has been handled and will not be dealing with Marshall after my dispute has been resolved .