Marshall Motor Group Reviews 

I would like to commend mmend Rupert Wilson the sales assistant who delivered exemplary service throughout my recent vehicle purchase. His product knowledge, clear communication, and attentive approach created a seamless and reassuring experience. He took the time to understand my priorities, provided well‑considered recommendations, and handled each step with efficiency and care. His professionalism and customer‑focused attitude reflect the highest standards. He is a credit to your dealership and deserves recognition for his excellent work.
I have been a previous customer with Marshall Hyundai Canterbury and cannot congratulate them highly enough for both their Sales staff and Service staff they are all first class.

Fantastic experience! This was my first time using them for an MOT and service, and I am incredibly impressed. The entire team was highly professional, efficient, and welcoming. Loved the drive in service area, cleaning the car, and ability to grab a coffee was the cherry on top. I will definitely be back next year!

Avoid Marshall BYD Northampton if you expect honesty, communication, or even the most basic level of aftersales support.

I purchased a used Toyota Yaris Cross from this dealership, and the experience has been extremely disappointing. The car had undisclosed damage that was not pointed out during the sale and only became visible once I got it home in proper daylight.

When I raised this, I was initially told the car was “sold as seen”, despite the damage never being disclosed. After pushing back, they eventually agreed to repair it, but what followed was extremely poor.

The Sales Executive repeatedly said he would keep me updated, but I had to chase every single update myself.

I copied in the Used Car Sales Manager, expecting this to bring some urgency. It didn’t. Even with management involved, nothing progressed. No booking. No urgency.

It ultimately took 19 days just to confirm a repair booking, something that should take a competent dealership a day or two at most.

The only time anything finally moved was when I copied in the Regional General Manager. Within one hour of involving him, I received the repair confirmation I had been waiting nearly three weeks for. The contrast in urgency was unbelievable.

On top of all this, no compensation was offered for the inconvenience. I spent multiple hours dealing with this issue, including travel time, waiting around for the repair, and repeatedly chasing updates that should have been provided without me asking. None of this was acknowledged.

And even after the repair was completed, nobody from the dealership bothered to check in to see whether everything went smoothly or whether I was satisfied. After everything that had happened, the complete lack of follow up said a lot about their approach to customer care.

The service before the sale was great, but the aftersales experience has been unacceptable. Based on my experience, I cannot recommend Marshall BYD Northampton. If you’re considering buying a used car from them, be extremely cautious, check the car thoroughly, and don’t expect reliable communication or timely support once the sale is complete.

One of the best sales experiences I've had. The whole team was friendly and engaging. Nothing was too much trouble and all matters were dealt with in a solutions oriented manner. Communication was exceptional with regular updates on progress and call backs as and when required. Really could not have been better looked after by Ross and the team. Truly five star service and worth making the journey for. Highest recommendation.

I purchased a used car from Marshall Motor Group believing I was buying a vehicle that had been properly inspected, serviced, and prepared for sale. Unfortunately, my experience since purchase has been extremely disappointing.
Within a short period of ownership, multiple faults became apparent. Some issues were eventually addressed under warranty, but several others became my responsibility and required costly repairs only months after buying the car. This raises serious questions about the condition the vehicle was in when it was sold to me.
Communication throughout has been poor. Calls often went unanswered, and when I was able to speak to someone, there seemed to be a lack of communication between departments. I repeatedly requested documentation and proof of warranty work that I was told would be sent by email, yet months later I have still received nothing.
Perhaps most concerning is that I was told the car had been serviced and was ready for sale. However, it later became clear that the service was overdue, making that assurance appear inaccurate at best.
Buying a car should provide peace of mind, especially from a large dealer group. Instead, I have spent a significant amount of time chasing information, dealing with faults, and paying for repairs that I would not have expected so soon after purchase.
Based on my experience, I cannot recommend Marshall Motor Group and would encourage prospective buyers to thoroughly check all paperwork, service history, and vehicle preparation claims before committing to a purchase.

Amazing experience from start to finish, general enquiry over email with David who was very quick to reply and extremely friendly. Then we received a video of our car via Lee on email which we were very grateful for. When we went to the garage to collect the car the receptionist was very friendly and offered us drinks, biscuits, colouring for my children. Excellent service.

Very disappointed in Marshalls. I purchased an Evoque in March, in May a problem developed with the DC converter. Marshall's didn't offer to help, so Land Rover recovery took the car to Great Dunmow and a hire car was delivered for me to use in the interim. When the DC was repaired the Dunmow garage advised me that a recall for the passenger airbag, in February, had not been done. So Marshalls had sold me a car with an outstanding recall notice not completed. The Dunmow garage completed the recall within a week. Marshall's had said they could not do this until July. Having spoken to Marshall's about my unhappiness I was offered vouchers as compensation. I have yet to receive the vouchers. We have bought 5 cars from Marshall's over the years and this lack of customer care and support is so so disappointing. I advise against using them.

I recently took delivery of a Range Rover Velar from Marshall Land Rover Cheltenham & Gloucester. I found the car online, however I live north of the border, so relied completely on the sales staff to answer all my queries and provide details of the vehicle as I hadn't seen it in the flesh. Sales Exec Vincent James was excellent. His attention and patience in answering my many questions and guiding me through the sales process including the part exchange of my old car was great. On collecting my new car Vincent took the time to run through all of the controls and systems for the car before I headed back on my 6 hour drive home to Scotland.
The overall experience of buying my new car and trading in my old car from Marshall was excellent and very straight forward.

UPDATE

Following my previous feedback, Marshall Motor Group responded publicly to say that my correspondence had been received and forwarded to the relevant team.

Unfortunately, despite that response, I have still not been contacted regarding the concerns I raised.

I also followed this up with a further email on 5th June and, at the time of writing, I have received no reply.

The frustrating part is that my original concerns centred around communication, accessibility and follow-through. While public responses have been posted, the underlying issue remains unchanged as I am still waiting for someone to contact me and address the concerns raised.

As I have said previously, I am always happy to update a review when a business demonstrates genuine improvements and resolves concerns. However, I believe reviews should reflect a customer’s actual experience, and unfortunately my experience continues to be one of poor communication and a lack of follow-through.

For a premium Jaguar Land Rover retailer, I simply expect better.

★☆☆☆☆

I purchased a Defender from Marshalls Land Rover Leicester and, at one point, felt the dealership was providing the level of service expected from a premium retailer. Unfortunately, my more recent experiences have left me feeling that standards have slipped considerably.

The reason for my original review was simple. I attempted to contact the dealership on multiple occasions and, on the day concerned, the phone rang unanswered for over 20 minutes. For a retailer representing Jaguar Land Rover, this was disappointing and fell well below the level of service I would expect.

Following my review, I was contacted by the dealership and asked whether I would consider amending or removing it. I explained that I am always happy to update a review if I see genuine and sustained improvements in my experience as a customer.

I subsequently returned the requested call and was advised that a callback would be arranged. Unfortunately, no callback was received. I then followed up by email, explaining that my concerns centred around communication, accessibility and follow-through. That email also went unanswered.

As a result, the concerns raised in my original review remain unchanged.

For me, premium vehicle ownership is about more than simply purchasing the vehicle. It is about being able to contact the dealership when support is needed and feeling looked after throughout the ownership journey.

I remain open to updating this review in the future should my experience improve. However, reviews should reflect genuine customer experiences, and this review reflects mine.

Very disappointing after-sales experience from VW Marshall Reading.

I purchased a new pre-registered vehicle in April which was delivered on 1st May with unexpected issues that are still not resolved over a month later. The biggest problem throughout has been the extremely poor communication.

Whenever I call, I’m told the manager is either in a meeting or on holiday and that I’ll receive a call back when he’s available — but this never happens. Emails are also left unanswered.

I have been patient and understanding throughout, but the lack of communication and after-sales care has been very frustrating. Once the sale was completed, customer service became virtually non-existent.

I have just bought a used Evoque from Marshalls in Melton Mowbray and the whole experience has been brilliant. Lizzie was extremely helpful and responsive as I needed to get the car organised quite quickly. The handover was very well handled and overall all the team members I met were friendly and professional. Would definitly use again.

I’d been searching for the right car for a while and knew exactly what I wanted, right down to the colour. Marshall Honda Blackburn were advertising a Nissan Micra with no photos because it had only just arrived. It was the exact make, model and variant I’d been looking for. I took a big gamble and put down a deposit and made a four‑hour round trip to view it after watching the walk around video and sharing a few concerns.
George reassured us that all the concerns we asked about would be taken care of, which really put me at ease. After travelling back home, we were kept fully updated with regular walk‑around videos showing the work that had been completed. There was one job that couldn’t be finished due to a part delay. George went above and beyond by arranging for it to be done at another Marshall Honda closer to me so I didn’t have to travel all the way back to Blackburn. I can’t thank George enough for his patience, communication, and brilliant after‑sales care.
Thank you for all your help and the laughs along the way!

Purchased Audi SQ2

First time visitor. Omg the service was amazing. The initial greeting by the lady at reception and the immediate acknowledgement of my assigned mechanic. A thorough explanation of the invoice prior to work commencing. Total transparency. The work carried out while I wait, plus the offer of hot drink and biccies. The overall feeling of an excellent well run organisation.

Avoid the Kidlington dealership

Even after receiving a text and email to inform me that my car is due a service, i cant get anyone in their sales/service team to answer the phone, the lady on reception has taken my number 3 times and no one has called me back. When i ring back and complain, all i get is "your name is not on the list for a callback"

Absolute waste of space and i have 2 cars over 80k with these cowboys.. i will never spend another penny with VW, and if you are reading this, stay away and goto a better branch

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 !!

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.