"Absolutely awful"

Absolutely awful. My car has been waiting to be fixed since Sept 27th. You can't get through on phones. On hold for over 40 mins and nothing. I need a new bumper and reverse light but they're using the excuse of no parts. I'm tempted to get this fixed at a garage myself and send them the bill. Awful awful awful

"Awful experience- still ongoing 5 weeks later"

Awful experience! Had an accident on 9th September, today is 11th October and still yet to be placed into a garage. RAC have recovered the car and put into storage as I needed the car moving from my house to accommodate another car. It is a wheelchair accessible vehicle for my 13 year old disabled son and so now we are currently approaching 5 weeks without a vehicle leaving him housebound. Absolutely diabolical and when you ring just get the same old same old that it’s been escalated, I have no confidence with this company and am not holding my breath for the car to be repaired anytime soon.

*Update* 27th October today and still no garage assigned!! Car still sat in storage!!

*Update* 7th November and still yet to be assigned to a garage! 8 weeks so far and car is still parked up, not road worthy!!

*Update* 1st December and still not assigned to a garage. Absolutely horrendous service, car still parked up and no contact made with us at all!! 12 weeks and still waiting!!

"Don’t go there they keep your car for ages"

Don’t go there have had my car now for 5 days just to replace my rear bumper a job that I could have done in a day keep contacting them they do not answer did manage to get through to someone yesterday told them I needed my car today as going on holiday tomorrow the lady I spoke to just did not care they could not give a toss now got to lose a few days of my holiday

"The worst 3 companies regarding a simple scratch repair left my car with over 6k -10k worth or damage"

To cut it short, this company which my car has been sent to from my broker for a non fault accident for a minor 5 inch scratch and a small crack in a grille has resulted in the car being sent to an incompetent garage namely tb flex in crawly which has caused damage to my car in the region of 6-10k pounds. They have left me for over 6 weeks with an undrive able car with the car sitting on my drive since the end of June. We are currently at the end of Aug so this has been going on for 3 months currently.
They refused a hire car. They made countless promises to me from a hire car to phone calls and responses and I got nothing. While my car is still broken threw negligence on the garage side but AX or the motor repair network not hurrying or chasing this issue up my car has been valued from back in June, July and Aug and I have lost over 2k in the value price of my car. As well having to pay for a hire car, 2 months car insurence on an undrivable car and tax
Where I today had an email to top all emails or any correspondence that I have had to chase for over 8 weeks tell me that I need to ring and pass details of a garage tgw car is going to for an assessment when i all ready gave this info yesterday to mrn as too keep the recent hire car of 2 weeks down - do you not care how many thousands of pounds you have cost me as well as missing out on work and being self employed to take the car here there by tow which I paid for, 10 days in fact over 6 weeks to be able to do this and spend countless hours on the phone.
I told you back in June my car had to be returned to mercedes under contract by 31st July other wise I'm sanctioned so either pay £18k end of ballon payment or £195 a day since 1 Aug as a fine. I've said from day 1 I don't want the car I've had it 3 years I'm changing it you have stopped me purchasing a new car, I lost my deposit at jaguar of £700 as they would only keep.till end of July so I've not had that money returned and I lost my potential new car so thank you Ax really thank you for your lack of help or understanding of how little time.i had to get this car rectified due to an incompetent garage that you put my car into

Well I don't see you urgently doing anything for me, but now all of a sudden you expect me to jump after I've begged you for over 8 weeks to please hurry this claim and get my car back to how it was pre going to that garage
That left my car 3 diff colours, the ecu light on, a rip in the tyre scratched alloy, a leaking zenon headlight. A drill being drilled threw the underneath of my car to make a hole and held up by a cable tie.every single panel from my window screen down to bottom spliter of the bumper is misaligned there are half Inch gaps between my bumper and wings. They broke my bumper trims and stuck them back on with double sided tape. Broke a whole wheel arch liner
The list goes on
My daughter missed days at school due to no transport for the 11 mile distance
You left me with a disabled son who is in a wheel chair with no transport.ive missed really important health appointments at the hospital as I couldn't get there as an hour away this company will not help you nor see the urgency in certain cases
You have untill Monday coming as my complaint will be exceeding the 8 weeks that I have given you to rectify or answer anything then its going to the fca and the motor ombudsman. I have had to chase, beg, get upset be in tears with All of this massive joke of a company
After being told yes we messed up yes we made promises we couldn't keep.yes we have not done what we should or communicated this was told to me a month ago
I'm.still sitting with a very damaged car on my drive, and you had the cheek to email me telling me I need ro keep costs down so make sure I urgently reply to an email that went into my junk this morning.id already passed this info on to mrn yesterday
I've been begging you for 3 months Ax to hurry this up to keep me from losing thousands
Stay away they done deserve 1 star it's a highly incompetent company and so is the motor network which they work with
Seriously save your self the hassell and do not touch with a barge pole
Motor repair network working along side with Ax stay away do not use or accept to use it would be the worst thing you do.

"Took over 3 weeks just to get my car to…"

Took over 3 weeks just to get my car to a garage for repair, still no curtesy as of yet

"Car took over 2 Week to allocate to a garage"

Still waiting for my Adapted car to be booked into a garage for repair. You ring and you don't get a solution just an excuse that its been escalated. If you cant provide the service get out of the game. There are several garage local to me all that could take the job but oddly don't want it via this network but would happily deal with the insurer direct.

August 2022 - Car allocated to a local Garage after 2 week wait , now waiting again on NRN to approve estimates.

"Avoid Avoid Avoid this company and Marshmellow"

I had an accident on 9th july and my insurance company is Marshmallow so they passed me onto this company to repiar my car . Without even seeing my car , they deemed it a write off . Today is 29 th July, no curtsy car , no pay out , no nothing and they will not tell me what is happening with my car l cannot go to work, their customer service is so rude and obnoxious. Adam who l spoke to me is so condescending, they have one excuse or the other , they do not know what is happening to your car, no updates , no information and make you feel you are a problem. My car was involved in an accident since 9th July and today 29th July, they still cannot tell me what tbey are doing , even where my car is , no payout so l can get a new car . They will ask me to speqk to Marshmellow , Marshmellow will ask me to speak to them . Honestly someone meeds to close such quack company down to avoid people falling victims to them . This is completely wrong Please avoid this company at all cost!!! Please if this helps someone , avoid avoid avoid

"Avoid at all costs"

Firstly, i thought i was the only one going through this horror experience with MRN. Clearly this year alone there are others in the same identical boat as me - how i feel for you. A reminder this company is linked with marshmallow insurance, also needs to be avoided!!. Rude, incompetent staff. 1 month on, after my accident, still no where close to having my car fixed. The garage they appointed, was a useless as them. The staff there, Darren and Shannon, just as useless and unhelpful, unable to help, preaching and telling you the wrong thing. The irony is i am fully comprehensive. I have learnt this lesson the hard way, if you take out the cheapest insurance, you suffer. You pay a few hundred more, you get someone like directline and you know what, you pay what you get for. But no worries, get a complaint in asap, and they have 8 weeks to fix, and take them to the ombudsman

"AVOID! Linked to marshmallow.com"

Had a not at fault accident in January (small scratch on wing). Had to get the car assessed by MRN via insurance company (marshmallow.com). Assessed in Feb at a city centre garage 15 miles away. Couldn’t fit me in until May! Insurance said I can use local repair but had to pay myself and claim back. This I did and sent invoice in March. Now almost May and insurance saying that they are awaiting MRN to review and to contact MRN.

Contacted MRN spoke with Annie, who didn’t seem to know what she was doing and kept getting annoyed that she had to go ask someone for the info. Came back with confusing info eg. “We are waiting for Marshmallow to give us (MRN), the authority to pay the claim. When asked why MRN were paying the claim, when I had already paid it, got in a real huff and put me onto a senior (Kieran). Keri an just kept talking over me and giving even more conflicting info and just kept bragging about working in a call centre for 7 years. If this was the case Kieran, you should surely know how to deliver a better customer experience by now! Arrogant, Ill informed, rude and not fit for purpose! AVOID!

UPDATE JUNE 2022:
Still waiting settlement for no fault claim made in JANUARY!!!
Still waiting for complaint to be dealt with started MARCH
Just receive my NCD cert as my insurance is expiring Marshmallow have knocked off 6 years!!!

No wonder Marshmallow are rates 2 star by the insurance rating defaqto!!!

"Worst company ever now had 2 cars in…"

Worst company ever now had 2 cars in through insurance and both came back worse than they went in all they want is your money for cowboy repairs then try and blame you even after an engineer has confirmed that the work was never done