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Richard B

Disappointed Long standing Customer

Been a customer for over 10 years bought my new Kona Nline last year but the after sales support is very poor. Purchased the usual Gap insurance, along with the recommended Tyre, Paintwork/ Minor damage, Alloy wheel repair etc; but after about 3 months had a minor accident with rear paintwork and trim damage .Tried to make a claim but was refused a repair saying it was not included in the insurance. Marshall dealership suggested I make two separate claims which I did, to mine and their surprise it was refused again. Marshall manager said he would pursue the mater,3 months later they could still not get a resolution from the insurance company, I decided to contact the insurance myself and after reading the policies more in-depth I discovered that each one accept the Gap policy we’re not really worth the bother due to a lot of disclaimer clauses, so I decided to ask for a full refund,they only partially did this within 2 weeks I then contacted Marshall and asked for the balance of the premiums to be refunded by them as they sold them to me. This they did again within 2 weeks, I had not contact from them telling me this had been done, it was only by checking my bank account I realised it had. I managed to sort the problem with 2 weeks which they could not do in 3 months. I would strongly recommend to anyone who is looking to purchase a new vehicle from them please read any extra insurance information before making a purchase. I will not be using this franchise again in the future unless a full apology and explanation as to why the did not bother to sort this matter quickly and keep me informed. So please take care if using this company.

Dealer   Reviewer