Let me start by saying that 1) I would give 0 stars if I could, and 2) I would NEVER buy a vehicle from here; I bought my 2015 Jeep Cherokee from Olathe DCJR, but since I'm from Salina I'm forced against my own better judgement to come here for service.
I have too many bad experiences to count with this service department. First off, when you call you get transferred to the service department and then sit on hold because they never answer their phone when you call. If the front desk lady asks you to leave a message, don't fall for it, they will probably never call you back. But that may not be service departments fault, the front desk doesn't seem to know what's going on half of the time either, and your message was probably lost in the clutter. Just keep trying and trying to call back until they finally do their job and answer the phone. If you manage to get them to answer they probably won't have any time to work on your car for the next couple of days because they are slow and like to take their time, so plan on at least waiting a couple days to get your vehicle looked at.
When you finally bring your vehicle in, don't expect to be greeted by anyone, even if you stand around looking confused and not knowing which, of many, glass cubicles or hallways to walk down. Unless you go up and verbally bring attention to your presence, they will walk past you as if you don't exist. When you make the first move, don't expect them to look up and smile at you either.
If you haven't taken your business elsewhere by this point of time, you may actually get some work done on your vehicle. They will give you a time when your vehicle should be done. Disregard it, because it won't happen. Plan for much later (remember, low expectations)! Also, they won't call you when your car is finished. Instead they like you to play a guessing game and decide for yourself when you think it is done. But make sure to check before 5oclock because they seem content with leaving you without a vehicle, even if work was completed in morning, for another night.
Finally, once you go get your vehicle, it will probably still be broken with the same issue, or in my case a brand new issue that they caused. Yay! I left them my Jeep Cherokee Limited because my 4 wheel drive service light came on and I was losing rear differential fluid. I live out of town where I go to school and had to get back seeing that it was the middle of the week and I had class. At first they would not give me a courtesy vehicle because "we like to keep them local," which is troubling to me because people rent vehicles to take on out of town trips all the time. Instead I took my mom's car and she got a local loaner vehicle from them, a standard, tiny, super basic Nissan Versa. Most other dealers will try best to accommodate their customers with a vehicle that most nearly matches the one they are leaving behind, but nope not Marshall's. My parents got my Jeep after 3 days and immediately NEW warning lights came on, this time "check engine" and "check transmission"... My dad had to drive all the way back, just to hear them say something along the lines of "it's probably nothing and they will turn off." They did eventually shut off and my parents left town to give me the car. Once they reached Manhattan the lights all came back on, the jeep wouldn't shift up into higher gears and wouldn't go over 60 miles per hour. Fluid started spraying out the back all over the vehicle and they had to stop and call for a tow truck out of Manhattan. They are currently on a tow truck back to Salina that cost them nearly $200 out of pocket (which marshall's WILL be paying for), and will be missing the Super Bowl party in Abilene that they were going to go to after getting their car back on the way back home.
Marshall's was, in my personal opinion, seemingly negligent in their allowance of a broken vehicle to get back on the road at their own customer's expense. This is what my family, and apparently many other families, have come to expect out of this sad organization.
(Disclaimer: it is possible that a new problem arose, separate from the previous problem, out of the blue. However, from the suspicious timing, multiple unfriendly customer service experiences, and many reviews from customers that have similar experiences, I have been led to believe that that is probably not the case here.)