"I'm not going to write an autobiography…"

I'm not going to write an autobiography as my time is very important. However the Marriot Motor group especially the Bury st Edmunds branch. Are to be avoided at all COST!

"Great company 👍"

Great sales team - bought my car 4 months ago and they were a friendly bunch!
Had an issue with the vehicle recently and, after a bit of a bumpy Aftersales start, they went above and beyond to assist further. Andrew is a star and really looks after you and keeps you in the loop at all times. The care that I received to sort out the issue, was phenomenal. Brendon did a good job of making the arrangements for me as a customer. Thank you for going the extra mile.

"Terrible service and aftersales"

I purchased a used vw golf back in spring and after couple weeks the car had a problem. The vw assist repair van came out and fixed the issue but advise me that there was a aftermarket part that was fitted previously that should not be fitted and should never off left the vw dealership as it would of flagged up in there checks. He said it needed to be exchanged for genuine part. I spoke to service at bury st Edmunds vw and they would not change the part even though there expert mechanic said it needed changing because the sales manager said no but the service desk said it was really something that should never of been left on. I wasn’t impressed so changed it myself costing £200 and left it at that. I sold the car few months later as wasn’t really enjoying the vehicle as I’d hoped.
THEN, two weeks ago I thought I’d give them benefit of the doubt as i really love my vw’s and myself and my wife was interested in a ID3 a ordering a new one. 40 minutes we stood at vw reception desk and other areas and there was staff all sitting around tapping on there computers just ignoring us. Not a single member of staff asked if was ok or let us know that maybe we needed to book a appointment so we left and we drove to Vindis vw Cambridge. Just called in. Straight away there was hello guys! Straight away as it was raining and cold we was asked if we wanted a coffee or tea. They didn’t know if we was there for just a part or question or
To purchase a new vehicle. We ordered a brand new ID3 with in that afternoon and was really happy impressed. Morale of the story is …. Marriot your service is rubbish and your aftersales is rude and I for one will never set foot in or say anything good about your bury st edmunds dealership again.

"Drove 100 miles with my son to look at…"

Drove 100 miles with my son to look at a car we had seen advertised. Asked to take for a test drive but was refused as my son is 19 and only recently passed his test. So I then said ok, can one of your salesmen take him for a test drive so at least my son can be in the car and seen how it drives, again this was refused. How do you expect someone to part with a large sum of money for a car that they have not been allowed to drive or even had someone else drive whilst they are a passenger.
Utterly ridiculous and would give zero stars if I could.

"You Could Not Make This Up"

I got a new Tiguan SEL through Motability with a left foot accelerator adaption. As soon as I drove it away I knew something was wrong as the pedals were very spongy. I was told it was my fault for having a pedal adaption done. The service department failed to understand that adaptions under the motability scheme are their responsibility. The salesman hearing the discussion came and intervened, but the service manager was not impressed. A week or so trying to come to terms with the issue and getting no where, I spoke to the adaption people direct and they came to my home and did the necessary adjustments .... no problem, so why was it so difficult for the service department to sort it? A week later the engine management light came on, phoned service dept. Can’t look at it now too busy. When? Three weeks and no you can’t have a courtesy car because we don’t have them with pedal adaptions. Eventually the car was seen, but we got a call ..... we had to come in as the Service manager needed to “have a word”. I was told they had not looked at it because these cars “don’t go wrong” and I had had it adapted, so I needed to contact the adaption people, because if they have messed it up they would be liable. This of course is total rubbish as I explained. Again the salesman came over and confirmed I was correct, but not accepting this he rang the adaption people in front of me who confirmed that they would take responsibility if they had damaged the car. It was only then that they agreed to investigate the problem. A week later they were still waiting for parts apparently .... no car for me ..... fortunately my old V40 had not been sold by a dealer friend so I was able to make use of it. Another week later and an exhaust sensor fitted all was well for a while, although I had noticed condensation build up, but hey it was winter and I did not use the car everyday, but something was not right and there was a funny smell. Was told by the dealer it was nothing they could help with, new cars have smells. It was when reversing down a step incline that something really bad happened ..... a deluge of water poured out of the dashboard and into the foot wells. Of course I rang the dealer and was told you can’t bring it in for three weeks (always three weeks???), but I explained this is serious, is the car even safe to drive? Don’t know without looking at it.....So can you look at it please? ..... yes in three weeks. I was in town anyway, trusty Volvo had now been sold so I called in and spoke to reception and a lovely lady said oh dear that’s not good enough and called the service guy out to see me. He began shouting at me .... WHY ARE YOU HERE I SAID THREE WEEKS!!!! At this point I did stay calm despite rising anxiety and explained I needed transport because I was having regular hospital appointments and was also driving a friend to Addenbrooks for Chemotherapy. More shouting “IT’S NOT MY PROBLEM”. With all the effort I could muster and in a very quiet voice asked ..... why are you shouting at me and waving your arms around? His reply was both shocking and intimidating.... BECAUSE I’M ITALIAN, IT’S MY PERSONA. Shocked and tearful I left and spoke to Motability when I got home. They arranged with the dealer to get me an adapted vehicle and to collect the car from me. The adapted vehicle turned out to be an old Vauxhall Astra with about 80,000 miles on it and hand controls, but I could use it so said no more while my car was repaired. It turned out to be an incorrectly fitted windscreen allowing water in behind the bulkhead, which would then puddle until enough accumulated to leak out slowly, soaking the underlay, or tipping out when the car was not level. I asked if they would replace the now rotting underlay and carpets as well as fix the window. I was told only necessary repairs would be made and that was up to them to decide. Three weeks later I went in to collect the car. A nice lady went through the work they had completed, which included replacing the carpets, as that needed doing too. She asked if I was happy.... no not really I replied and explained that in six months my car had been off the road for a total of six weeks, with nothing to compensate ..... not even an apology. The lady fetched out the service manager. The service manager was clearly very annoyed to see me, he argued that their service was second to none. I disagreed and began to explain what had happened, but more argument came from him and my anxiety, fear, stress and upset at this point was bringing on a PTSD attack. I explained to my wife I needed to go .... our code for help, get me out of here. I explained I needed to go and left. The manager followed me, when I got to the reception desk he was still going on right behind me when I got to my car he was still there. In desperation feeling goaded I raised my cane. Of course this they had on CCTV .... I am banned. Just don’t go there!

"Avoid Bristos Skoda Ipswich if you're wanting good customer service"

The service received from the service department of Bristos Skoda @ Ipswich has been truly shocking. I reported a possible fault with a brand new Skoda Karoq during the first week October 2020. They agreed there appeared to be a problem. I heard nothing and chased them for a response in February 2021. Despite promises, again I heard nothing until I chased them again during first week of May 2021. They now say there isn't a fault and do not believe any goodwill gesture is required even though they never once were proactive in dealing with the issue. There must be better performing Skoda dealerships out there and I'd recommend avoiding this one as they clearly have no concept of good customer service.

"Ipswich VW Cars"

I've used Ipswich VW for many years now having both purchased cars and had them serviced and MOT's here. I have always found the service to be second to none - I would go as far as saying probably the best individual garage for customer service I have ever used. I can't comment on other Marriot sites and I'm sure it depends on personnel at a lot of sites, however, I have also had limited experience with the Ipswich VW van centre and also found them to be first class in terms of service and support.

"Exceeded my expectations"

I recently purchased a used Golf Plus from the VW Dealership in Kings Lynn. The salesman was excellent for all that he was very attentive, helpful, honest and in no way pushy. The deal was done and when I came back to collect the car a few days later, it was ready and waiting for handover. I can only say that the standard of preparation and overall attention to detail exceeded my expectations. I’m a tough marker, but have no hesitation in acknowledging 5-Star service which made the buying process a very positive and pleasurable experience. Thanks to John, Ashley and the rest of the team!

"Do not buy from Bristos Ipswich"

My brand new Zoe is just 2 months old and had developed a knock. Bristos Ipswich agreed there was a knocking sound but wanted me to underwrite 3 hours technician time before even looking at it. They also said a loose handle was 'normal' on a Zoe.

Glyn Hopkins Colchester fixed both the knock and the handle. Gyn Hopkins were a pleasure to deal with. Bristos were rude, unresponsive and patronising

"Very poor service from VW"

Very poor service from VW, Bury St Edmunds.
Service tech ignored information sent to them (this was told to me) regarding a cooling fault. They then said the issue I was experiencing was down to the way I drive, even though no other car I drive has the same problems, (taking too long to warm up, and fan cutting in when it would not normally). They said I was not driving it fast enough to warm it up, and also said I needed to drive faster to get it too cool better. You could not make up the excuses if you tried!
Granted, it was was an unusual fault, but I gave them good evidence including readings from the EcU demonstrating the car was not operating correctly), and I suspect they either did not know what to do/did not want to spend the money fixing it/VW Hq told them to wash their hands.
Coupled with the “diesel gate “ scandal, I doubt I will buy another VW car again, and certainly would not use VW Bury St Edmunds, a wast of time and effort and ineffectual.