Martins Group Opiniones 157

Just purchased a used VW from Farnham. Excellent and efficient service from the salesman. Very helpful and knowledgable. The car was for my mum who lives a distance away so we needed everything to go smoothly and it did. She had lost faith in her old car be reliable and now thanks to martins help she has a lovely reliable VW.

I bought a used Tiguan from Martins of Basingstoke in November 2019. When I collected it there was damage to the paint on the rear bumper and it looked like someone had tried to touch up another serious scratch in the paint on a passenger door - with the wrong colour of paint. Neither of these problems were present when I viewed the car. Martins said they would fix the problems. After many, many calls and emails, most of which they ignored, but when they did respond they promised to sort things out, I'm still no closer to being given a date for a repair (it's now almost March 2020). I'm now starting formal legal proceedings.

UPDATE 17 JAN 2021: True to form, 6 weeks later and I haven't heard anything at all from "the management", or anyone else.

Shambles

Purchased a brand new car this summer and already had faulty diesel flashing lamp. Booked the vehicle in, but nothing was found. Happened several times again since, so brought it in as a breakdown this time and left the car with them.

Next day received a call that in order to perform a simple test they need to feel in a bit of petrol, for which they want me to pay. Wouldn't it be a Motability car I would simply send them to VW to argue who pays what, but as the car is my legs, they forced me to pay for.

Will obviously take them to an ombudsman: one wouldn't pay for the electricity or water whilst testing faulty coffee machine under warranty, or as per Martins they would?

N.B. Not sure how to react - it took Martins a year to reply and they did without checking: the car have been to their garage for a significant period of time. They couldn't solve the problem from the first attempt and had to run tests and burn more and more fuel. Eventually they have found an issue with several months old sensor or so and had it replaced. To their credit I must mention they didn't charge me for the fuel, but I had other issue since and again it took more than one visit to address, therefore left my rating on the smallest possible.

Once again be careful buying a 2nd hand car from Martin's. I was promised someone would contact me 3 months ago about a problem we had with the car we bought in good faith...so far nothing.

Booked a test drive with a one month old Tiguan. Arrived to find the car dirty, a child seat in the back and another child seat and stuff in the boot. This car was registered the month before and was on sale at £30,990. The car drove well but my wife who was sitting in the back noticed scuff marks on the trays fixed to the back of the front seats and scuffs throughout the rear seat area from kids shoes. It was clear a little one had also been picking at the speaker cover on one of the doors. When we raised these points with the salesman he was very dismissive and brushed off our concerns. Totally unacceptable response to queries raised on a virtually brand new £31k car. No attempt had been made to clean the vehicle before the test drive which was booked over 24 hours before, there was no way we were going to part with any money with this crowd, they could not care less when selling a vehicle so certainly must be very doubtful about any after care. Plenty of other dealers who are interested and offer far greater customer care. Avoid.

Took my car to Martins Camberley for its annual service. After collecting the car, I found several metal deep scratches on both doors and the bonnet. I immediately called them to advise and was told to come back in. Upon inspection they immediately denied responsibility. They offered a machine polish at the main dealership although once I was there, I was advised the scratches were too deep and offered scratch repair a few days later. The scratches now look slightly better although nothing on how nice the bodywork was before my service. Interestingly while leaving the service centre, I spotted a large gentleman smoking a cigarette and angrily tugging a hose across someone’s car bonnet while washing their car. Think it goes without saying, avoid using the service centre, if you must then avoid the free car wash and make someone from the centre run through your bodywork before leaving the car.

Terrible customer service.
I’ve recently spent a large amount of money with insurance repairs and services.

I’ve recently had my car MOT’d and serviced and a aircon refill at just under £600, extremely expensive.

While they had my car I noticed some damage to the rear back door internal trim that was definitely not there when I dropped the car off to them, and immediately reported it with photos, etc.

After many emails Martins have refused to accept any liability and want me to pay for the repair!!

Will never use them again and would recommend to everyone to do the same.

They are only interested in your money and when they have it you will be forgotten!

Terrible and rude customer service!!
Mr. Peter Sewell

Simply the worst company I've ever dealt with. Do not buy a car from this dealership!! They are deceitful and agressive when held to account! Comes to something when Nissan head office recommend I approach the Motor trades onbudsman for resolution against one of their own dealers!

Purchased a used gold gtd with 37,000 miles in January.. Went to pick the vehicle up to find the bonnet covered in stone chips, which was addressed by Marta straight away. On the test drive noticed what sounded to be a wheel bearing but was told it could be replaced by any VW garage as the car was under warranty. Drove the car back 180 miles with the horrendous noise. Took it to our local dealership who then diagnosed various faults with the car! Rear tyres cracked and out of shape, suspension debushes needed removing and degreasing, front brake pad warning indicator CUT and 5 fault codes on the ECU! The car should never of been retailed in this state and had clearly NOT had the 142 checks. Oh and the car was also supplied with no MOT certificate because it was full of advisories most of which were problems found by Skipton VW. My advice would be to stay clear of this dealership, there standards are disgraceful! All they think about if maximising profit over safety.

Brought my car 5 months ago, EML came on so they took it in. THERE ARE MULTIPLE FAULTS on my car that should have been fixed before we got it. Sales manager was extremely rude. I would never buy a car from this dealer unless you want to be spending a months pay repairing the car 5 months after purchase.

Cannot complement enough the GREAT service I received at the Andover branch. Great customer service, good communication, fast delivery of the part that was needed and within 2 days, my car was fitted with the new part. Thank you.

I've just visited Farnham branch to have a look at a few cars and discussed various things with the staff. In the end he said that the Camberley branch may be able to offer a test drive of a Tiguan today. Pleasant to deal with so we headed to Camberley branch. Got there and were told no we couldn't test drive today even though the Farnham branch has phoned ahead and confirmed. Also wished to discuss buying a new car car. Can't do that without an appointment after just showing me on the website the standard RRP of a car which I could do from home. Didn't even offer me the chance of booking an appointment. Waste of time, bad service and lost out on chance of a new car purchase.

I've been unlucky enough to have to use Martins in Basingstoke & WInchester 3 times in 10 years. And on each occasion it's been pretty bad. Poor customer service, later vehicle return, and overcharging (upselling) seems to be rife.

Martins Winchester overcharged £500 to change two CV joints on a Nissan. All it actually required was two ABS rings at £1.50 each.

Then Martins (Renault) Basingstoke - whilst using a third party MOT tester 'Fast Fit', returned a car with a new mot despite the passanger side drive shaft hanging out. That went into VOSA because the work was so substandard.

Finally, A VW van was put in for an interim service, where the decided to change an additional £350 worth of unnecessary work without authorization.

All garages, to some extent, are 'at it' - but the name 'Martins' seems to be associated with rip-offs, sub standard work and poor quality customer service.

UPDATE: Hilarious. Martins replied to this review almost a year after it was written. That's the kind of 'main stealer' you're dealing with here.

No interest in customer service and indignant if you have the cheek to complain. the service from the Camberley crowd was a joke, so (mistakenly) i tried Farnham - no difference.

Once you've paid they don't return calls.

I could write a book about this company. I believe that companies have the right to defend poor service and after some appalling service from them discussed this with the manager. I heard nothing so reminded them that I was already unhappy and they promised to rectify it. I never heard from them again. Where do I take my VW for servicing now? Not them that's for sure and I will make sure that I never will.