Martins Group Avis 

The service department is nothing short of excellent. The staff are very polite and go all out to assist you in any way they can. However, all the staff strive to assist you if they think you need assistance. You are never left in 'mid-air' wondering who to speak to. I cannot recommend Martins highly enough.

Dealing with Martin was an absolute pleasure. Very Friendly and Professional.

We have purchased several brand new cars from Martins. The most recent is a ID.3 EV. Great car very happy with it.
Unfortunately the charging flap has decided to stick closed, so cannot re charge. Phoned Aarron in service department, he suggested leaving it with them for a week or two, and they will try and look at it !
I said is that the best you can offer, yes the reply !
This is the first review I have ever done, but as a 75 year old pensioner could not believe his attitude.
Alan williams.

Appalling customer service and after sales. Had warranty issue with my Alpine A110 and was fobbed off and treated like a numpty. Then to top it off they swapped my £1000 engine cover for an old tatty and repaired one. Avoid, avoid!
Update!
Here we are 7months later and I get the standard response to reach out to them, Nice!
Don’t worry yourselves. I have fix the lethal brakes, the clutch pressure issue seems to have resolved itself and Alpine UK have supplied a new engine cover.

Having had fantastic customer service by Jack Eccles when I bought my Taigo I am very disappointed in the after sales and service from Martins Farnham.

Having had a problem with the dashboard on my car, I called Jack who said the service department would call me however I’m still waiting but fortunately it has corrected itself!

Today I went to have my car serviced, on arrival I was advised the car was serviced in April when I bought the car which was an ex demo model and the oil change was not due for another 100 plus miles so I did not need to have anything done, yet they booked me in for service!

I decided to go ahead with the service and the oil change because the garage is 35 miles from where I live. I waited in reception from 9:20 am and was not given any update until I went and asked at the service desk at 11:30 am. At that point, I was told it would be 15 minutes.
Eventually, the service advisor came over with paperwork to advise me my car was ready and at that point she told me that the car hadn’t been serviced when I bought it and it was due, but apparently the dashboard had been reset! Now I am unsure what to believe nor do I have any faith in your service processes and standards. The advisor then handed me my keys and I then had to ask where my car was! (Attention to detail is key) When I went to collect my car it was parked so close to another car I was unable to get in as I am disabled which I had advised at the service desk. I had to ask a salesgirl that was nearby to squeeze into it and move it for me to enable me to get into it!

Having spent £ 25,000+ on a car Is it wrong to expect good service to continue? I feel very disappointed you’ve had my money and now you don’t care or give an after service, had I known this I would not have purchased my car from you and will not be purchasing from you in the future. Totally disappointed!

As a final comment do not expect your car to be cleaned after service their excuse is they have gone eco friendly and are saving the planet.

Martins in the current car industry climate attention to detail is key especially when it comes down to customer satisfaction and retainment!

Your failure to meet customer expectations on this occasion has created an opportunity for your competitors to step in and offer a better and more satisfying service. Your dealership will not be getting my business in the future!

Had my car service and MOT at Martins, Basingstoke. They rang me to tell me it had passed both. I paid and they delivered it back. When I checked the paperwork, I found that they had found a nail in one of the tyres with the paperwork marked red for needing attention. I took the car immediately to a different garage who found the tyre needed a full replacement. I rang Martins and left a message to complain. No response.

Cant understand the poor reviews,bought a new car and did a part exchange all with great customer service from Richard and his sales team at Winchester Omoda.There have been a few issues with the car but everyone at Martins has been helpful and could not have done more.
Over the years ive had many new cars and without a doubt Martins are top of my list for customer service always taking the time and trouble to communicate and inform.
Latest experience today 07 11 24 and still First Class.

I remember the “old days” when purchasing a car was an excitement - as it should be for the amount of money being spent. Well - this shower managed to make the £50k+ transaction a total chore and destroy any excitement.
Zero interest in the customer from any of the sales staff, no professionalism, salesmen fighting over “ownership” (as I dealt with 3 separate people given their actions were not followed up), no desire to negotiate, no interest in a part exchange, no interest in helping move private plates, non compliant finance processes - Zero trust built. One of the salesman even banged on about being a career BMW salesman - “brilliant cars” according to him - this at a VW dealership!
Unfortunately the other dealers I were speaking to did not have the right spec vehicle - otherwise I would have avoided Martins.

Just no fuss, questions answered plainly (that is good)

My only issue was the 5 month wait.

I had heard good comments to Martins VW in Basingstoke but sadly I now fall into the 50% of reviews who were not impressed!

My son and I made a great of effort coming to Martins of Basingstoke last Wednesday, my son an hours drive from Oxford and myself from Newbury. A meeting was arranged with Kevin for 4.30-5pm to discuss a used VW Golf for sale. On arrival we are informed that Kevin had double booked, but rather than call me in advance to rearrange another date, we were pawn off to Andre.

It proved to be a totally wasted journey, not in respect to the car which my son likes, but the constant attitude displayed from someone who painfully had no interest in marketing the vehicle, every question raised invoked more attitude to the point of being rude. He kept going on about having to leave exactly at 6pm, when we arrived at 4:50pm, having plenty of time to discuss the vehicle. I have previously bought two VW Polos through Marshall’s in Newbury and Kiddlington, excellent service, unlike the attitude, demeanor and temperament of Martins Basingstoke! The “couldn’t care less attitude” was clearly displayed despite us making a great deal of effort.

This was further antagonised with a phone call from Neil Lee, the sales manager, who seems to think it is normal for sales people to double book and then encourage a colleague to cover, even if the individual had no interest. He had not even bothered to read an email of complaint before the call, blaming it on IT issues; three days later and despite the email being sent again and cced to Terry Handley CEO, nothing has been heard!

This says a lot about customer service

Excellent service from Phil.

Rob was an excellent sales person to deal with he was professional from the start to finish. No idle chit chat and sales bullshit. I will be using rob again next year

Renault Clio Hybrid.

From our initial meeting to the collection of our new car we felt valued. Simon is very knowledgeable and answered all of our questions, some of which must have seemed a bit basic, but this is our first hybrid car. The car was ready to at the time we had agreed with plenty of fuel and in spotless condition. I feel that this is the start of a long term relationship with Martins Group.

Response to my enquiry concerning interest in a change of cars was prompt . Information received on hybrid cars was useful. The two cars offered to me were appropriate . The trade in offer for my car ,when adjusted slightly ,was acceptable. Having used Martins to service my previous vehicle for a number of years I have always found them helpful.

A friendly, helpful and professional purchasing experience

Shanice was very helpful and easy to deal with and did not try and apply any pressure sales techniques. She gave all relevant information asked for. A very good representative for the company

Great customer service and help with choosing my next car. Also good test drive experience

Excellent sales process - Emilie sourced a car for me with the spec I needed - made the sales process very easy and efficient

Shanice and all the team were absolutely brilliant to deal with. Provided really good information and were very helpful in all areas.

The team at Martins Renault were helpful and considerate throughout. I was well looked after and treated with respect from purchase through to sorting out a couple of issues quickly and efficiently. They were faultless. Highly recommend.