Terrible customer service - stay away!!
Engine management light came on at 19k miles. Unfortunately, I was in a bad car accident the day after (not my car) and was told by doctors that I couldn't drive so did not book my car in. 4 weeks later I was allowed to drive so I booked it into my local dealer where I had my last service. Was told that there was a turbo fault on my Polo and it would cost £2000 to fix as my car was now 7 days out of warranty. 7 days!!!! VW customer care told me that it is dealer's discretion to honour warranty or not... as I bought the car from another VW dealership, they wouldn't honour this. I spoke to the dealership I bought it from, and as my second service was not with them (because I moved to the other side of the country) they wouldn't honour it either. It is really frustrating to know that the dealerships have the ability to help you but choose not to. VW customer care had no consideration for my circumstances so I paid the £108 diagnostics fee (ridiculously overpriced!!!) and I am getting it repaired elsewhere purely out of principle. Myself and my partner were loyal customers of VW, he just got a new TRoc and I was panning on getting a new golf in the next 6 months- after this we will be staying clear!!
Review by UshK1 week ago
I purchase a new polo in March 2019 and when I collected it I noticed a dent in the wheel arch so had to go back to get the dent taken out but it never fully came out and they were suppose to put that in writing but never did. I notice a knocking noise coming from my car in July and placed it into my local vw Approved garage and they stated they needed it for longer to find the fault so again took it back and left it for over a week whilst I was away.
When I collected the car they couldn’t find a fault and handed the car back to me. 3 weeks later my engine mount gave way and it was whilst I was driving.
The damaged it done was not that easy for them to get out the bolts the way it Sheared off so they had to get a specialist team in it took them a week to sort and they stated that if the bolts don’t come out your need a new engine. I was unable to work for 2 days as the first day it broke down and second day I had to meet the recovery truck as it couldn’t be recovered the same day to give them my key and they turnt up later then they stated. when I contact Lancaster vw in Letchworth where I purchase my car about my loss of earnings they will not do any goodwill for the inconvenience i was only offered flowers.
To me this is Extremely unacceptable as I purchase the car new and feel I've been treated unfairly.
Review by MrBorzen2 weeks ago
Quite frankly the list is endless, and I REALLY dont want to waste my time writing about all the previous problems and attitude of staff at this dealership, (VW Warrington, Cheshire) however, the icing on the cake is, after a tyre pressure warning came on in my 10 month old Golf I took it to kwikfit to have it checked, only to be told, yes you have a slow puncture, and we can repair that for you, but, wait for it folks, the tyre pressures were set at 60 pounds !!! So I had been driving around at these levels since I picked it up brand new, and didn’t know. We all know they over inflate tyres in the showroom, to make the car sit higher and look nicer, but these should have been reduced on the fina check before handover. This dealership has tried its best to kill me, as I was told by the extremely helpful and professional people at Kwikfit, that driving around with those tyre pressures is incredibly dangerous, and had it blown out on the motorway or at speed, I may not have been here to write this review. Unfortunately zero stars is not an option. Disgusting. Non existent customer service, and about time VW sorted out their UK dealerships. I’m so furious that, for my free service next year I will NOT be using a dealership but using instead, a competent garage.
Review by Ibtesama Chorna3 weeks ago
Upon having my car sent to vw main dealership for insurance repairs to a damaged adaptive cruise control, they calibrated the acc and my car was returned with numerous faults on the car (only 1 speaker working in the car, mode button stopped working and fault on the headlight).
After taking back to the dealership they charged me £130 to investigate the 3 issues, called me telling me they cant fix the speaker fault but theyve fixed the mode button and headlight so i went to collect the vehicle, started the car up and still the mode button was not working and now gained a stop/start fault and front assist fault!!
Unbelievable from a main dealership with all these SPECIALISTS TECHNICIANS - “donkeys”
Issue still ongoing so can only wait and see what issues i have when i collect it next time!
STAY CLEAR OF VW, Would never buy a vw again after this experience!!
Review by Hashimita4 weeks ago
Run and run far from Volkswagen. quality build was done with a spanner and hammer in a woodland by some thirds world country rednecks. The customer care is not existing. I think Volkswagen invented fifth world country customer care. You feel more safe in a war zone and hitler being your dad then with they customer care.
Review by Moatassem4 weeks ago
I own (sadly) 3 VWs and each and everyone in the last 3/4 years has been awful. VW Golf cuts out power for no reason, nearly killed me on one occasion. Touran- numerous faults. Tiguan , infotainment system fail 10kmiles, breaks worn completely down 18k miles, fault with sunroof.... this was a £43,000 car!! VWs response tough luck...
VW you are an arrogant disgrace of a company and I will never buy any car in the VW group again!
Review by Damiane1 month ago
Had my MOT & servicing due dealt with Alex in Newbury, excellent customer service and got the job done quick. Never had a bad experience here
Review by Altijd1 month ago
I’ve had a fantastic experience buying a vehicle from Parkway Volkswagen (Leicester). Macauley Bott is a genuine asset to VW. He was honest, friendly and polite. He informed me of all the technical details regarding the vehicle. He's a person who understands customers who sit on the other side of the desk.
The whole process was quick and smooth and I’m very happy with my vehicle. Although this vehicle was an approved used car it was delivered to me in immaculate condition inside and out. I appreciated the conversation between myself and Neil Day who told me if there was anything that could be done to make me happier. I would recommend anyone to Parkway Volkswagen Leicester.
Thank you Parkway Volkswagen (Leicester).
Review by Dougiethedog1 month ago
Absolute thieving company, both the dealership (Twickenham) and head office offer an absolutely disgraceful service to loyal customers! I cannot wait to see the back of this awful company once I get rid of the current car, never again! The service is the worst I’ve ever encountered! And they are absolute thieving scam artists!
Review by Mjocel Cecalaj2 months ago
I went to stoke Volkswagen to have a service on my car and they should of set it to long life and I told them to set it to that and they didn’t and I took it back and I was in there for over an hour waiting for it, it should of took 5 minutes and they got it wrong again and took it back to them again and they wheel spinned my car because they got it wrong, so I will not be taking it to them again, I advice people not to go.
Review by Ilton Higgitt2 months ago
I honestly would not recommend this company for anything, I have a 55 plate golf gti, which had to go to the stealership for some warranty work (cam chain tensioner replacement), the guy I was dealing with said to me it will only take the master tech 10 mins to diagnose it and that will cost me £90.
Four days later and they still had absolute no idea what was going on, so on the fourth day I say enough is enough I’m coming to get my back back, after I got my car back I was devastated with what I had seen on my dash cam footage, my car had 5 different mechanics look over it and not one of them knew what the problem was, if Volkswagon had a trained specialist they would of been able to tell what the problem was by the distinct sound it was letting off. On top on that I clearly stated do not clean my car, what do I see? An office staff cleaning my car in such a disgusting manor that I’m left with serious swirls and marring all over my bonnet. I could leave a 0 star review I could, absolute joke of a company.
Review by Oastler Lenkner2 months ago
This is worth a read...
You'd like to think that newer cars mean less malfunctions? Think again. We've had 2 vehicles now ('59 and '66 plates) that have had the handbrake ON yet have rolled backward. I've emailed VW to notify of the issue, and it has happened twice now, along with a friends van. I'm unsure as to whether this is a transporter issue or whether it is VW in general.
I understand that this is just 3 vehicles and the likes if a company as large as VW, they don't and won't see it as an issue. Yet my main concerns are:
- If this isn't just an 'off the chance' fluke incident or is it something more?
- What happens if there is a pedestrian, animal or other vehicle behind? Will they pay attention when someone is injured?
However, I do have to commend the two gentlemen we have dealt with. They have been very polite, and have provided us with great customer service...apart from fixing the actual problem.
Review by Newal2 months ago
Complete rubbish! Had car fixed in Greece so it can get me home (so not out of choice), a few weeks later fumes and oil was everywheredue to the shoddy wotkmanship, only to be told by VW uk that they wont fix it as I have to go back to the greek dealer...really?
I will never buy another VW again....its a shame because I liked the car. So, the moral of this story.. if your car breaks down abroad insist on getting it towed back or find someone cheap/recommended by the locals and forget about staying in house because it seems no two houses are the same.
Review by Gotzon2 months ago
VW LEEDS - Never in my life have I struggled to spend my money so much! Chose the car had the finance in play, but they wouldn't take a bank transfer from my bank. Apparently, the manager in his x amount of years working there has never had someone wanted to pay using Lloyds bank before. I rang three other dealers in the area, and they were all very happy for me to pay in this way. They quickly took my deposit the day before even though I made it clear how I was going to pay. Waste of time and money and the manager had the cheek to say how good he was to me for staying 5 min after closing to deal with me I arrived at 6.15 maybe they should shorten there opening times to 6 pm if they do not want people coming in after six. I did try and work around making numerous calls to my bank who whereas confused as me.
Review by Somoye2 months ago
I bought a Volkswagen Tiguan Allspace from JCT600 Volkswagen and have had no problems so far! The cars are in extremely good quality and are very durable!
Review by Phillipsburg Falkanger2 months ago
I bought a T-Roc from VW Ruislip. The buying process was painful with failure to prepare the car for the agreed pickup date. I then had to return the car with a slow puncture and informed them there was a vibration through the steering wheel. They blamed the puncture. on return the vibration was still apparent so I returned it again and they dismissed me as a stupid lady who did not understand cars but I did get a complimentary wash. Returned the car again pointing out the tyres had worn down 3mm over 1000 miles and was told it was normal wear and tear. The did another wheel alignment and the vibration still continued. No one road tested the car even though I persistently asked them to do so. I returned the car again 3 months later and got a technician to travel with me and they showed me my worn tyres. I then got accused of parking badly hence the worn tyres until I pointed out the wear was on the tread and not on the side. They then investigated the fault for 5 weeks, returned it again and it still had an issue. Now a further 3 weeks on I have asked for my money back and they said they would have done if I had asked when I returned the car last time. I have been treated with no respect and trying to get hold of people in the dealership is a joke. At one point I asked where my servicing manager was and was told he was on holiday and when asked when he was back they said no idea. They don't return your calls. They don't tell you what is going on. It is disgusting.
Review by Christley2 months ago
I was a technician at parkway Volkswagen derby for nearly a year the management is shocking simon allen the after sales manager is rude and accuses me of theft. then he asked me to resign stating I was not fit for work when got a back medical condition and stated on my work contract even though presented with doctors and hospital surgeon letters to simon allen he asked me to resign with emedeate affect avoid parkway volkswagen all technicians you will regret working for simon allen I did if any service customers need to contact simon allen the after sales manager this is his email simon.allen you know the rest parkwayvolkswagen.co.uk
Review by Glud2 months ago
SHAME ON YOU VW my daughter brought a car from the LOUGHTON branch and after 2 months a fault appeared with her Panoramic roof, she went back to the branch and was told her 1 year warranty does not cover for the Electrics and they are trying to say that the fault is down to her , so by using a button to control the roof is her fault, and now to be told it will cost her £2000 as you can imagine she was very very angry.
so my Husband went to the branch as a customer and ask if the Warranty covered all the Electrics to be told it did.
Is this what you do VW feed the customers what they want to hear and then go back on your word once the sale is made then SHAME ON YOU VW I don't expect this from a main dealer like yourselves
Review by Rozieres Khanderia2 months ago
We went to test drive a car at Beadles VW Bromley, having booked in. I waited 20 minutes. When I complained I got chapter and verse about them being busy and no real apology.
I dread to think what the service is like if servicing/repairing a car. I would advise caution.
Review by Mhuire Pepperall2 months ago
VW Customer Services focuses on contempt based treatment of customers. Push any problem back to garages and take no responsibility. Refuse to answer technical questions or put anything in writing. Refund some customers and straight up tell others that they aren't valued enough. If a part exists to fix a pre-existing defect - should that be a warranty issue? Well not, if you have "low value to VW" - charming!
Review by Iheoma2 months ago
I should have read the trustpilot reviews before deciding to purchase a vehicle from these cowboys. Appalling customer service from both dealers and VW itself.
Summary: No viable resolution offered, no escalation process available, no customer service
Bought an egolf and the charging cable was playing up- this is a pretty big deal for an all electric car!
Called customer services and they put me through to a dealer. Transferred to multiple people (often with no warning after having spent 10 minutes discussing the problem in detail). Finally told that I would have to bring BOTH my vehicle and car in for inspection for 2 days, despite explaining that I was able to charge my car when testing with a colleague's cable, hence the car was not the issue. When I questioned the need for this, I was told that someone would call me back- this was 3 days ago and not heard back. I phoned VW and was originally told that in my place they wouldn't speculatively take the car in and maybe it was better to just "wait and see" if it happens again, (in which case I would need to drop everything, get the car straight away to a dealer, via a recovery vehicle if necessary and just hope that by the time I get there the cable doesn't suddenly decide to work again, in which case I'm back where I started). When I explained the impracticalities of this, I was told that's my "choice" if I don't want to speculatively leave my car with VW for 2 days at a time. I was disappointed that there was no attempt to even take my feedback on board, given that the manual explanation of the error lights suggested overheating, which could be categorically ruled out on a frosty morning. I was told there was no recourse to leave feedback, and I could NOT speak to a supervisor. Even tried to escalate on twitter, and was told again that I could NOT speak to a supervisor. Then started ignoring me so that the inconvenient customer would just go away. It seems that the customer service agent I got wasn't just one bad apple, but that the policy of refusing to talk to customers is systemetic.
Review by JiKiFREAK Gianos3 months ago
I went to Kathy motorbility brilliant decision sh got me a New car the next week. As vauxhall waited 4 months of my time lying stating will get a car asap but never did. Kathy was very polite and helpful and didn't see me differently to anyone else where as someone people potty you for being disabled would 100% go to volkswagen again 😊
Review by Bbangman Astronomo3 months ago
VW are whores. My new Golf R due for delivery Sept 2nd has been blocked from registration as VW failed to act to comply with new emissions standards registrations on all of their individual cars in stock. Why did VW do that? To get rid of their "pre-registered" stock! The new 69 Reg car I have had on order for some time with a confirmed delivery date of Sept 2nd from several weeks back has now been postponed indefinitely! VW's answer? For me to accept a 19 Reg plate instead of the new 69 reg plate. Screw you VW, screw you. Please, do not invest in VW or buy any of their own cars, for your own sake.
Review by Sdahake3 months ago
If you are contemplating buying a Vw from South Ruislip and want good customer service you will be sadly disappointed.
In July my wife agreed with South Ruislip to buy a T Roc with an agreed pick up date 1st September ( new reg ) that’s when it all started to go down hill .. ?
We received a call 2 weeks after ordering from the salesman ( the only call he has actually made ) to notify us that the car would be late ?! After 2 visits , 3 emails , numerous calls to the Garage ( he is always busy will call back ???? ) we finally got through to a manager who stated that it would be 3 months late that was it ... on going to VW direct a customer service rep put me on hold for 5 mins rang South Ruislip and yes nobody was available to speak to him ..however they promised Friday without fail they would call me .. now Sunday 3.15pm no call nothing .. mean while my present car goes back on 1st my wife who is a teacher has no way of getting to school for 3 months ... and I am now looking for a new car 👍from another company...
Review by Sunnyshine3 months ago
VW Polo purchased from VW Bradford in October 2018 with the standard 12 month warranty, literally leaving the dealership and I start to encounter problems. In the last 11 months I’ve had to take my car in for a total of 8 separate issues, totalling a whopping 18 separate visits, 18!! Complaint logged and dealership unwilling to take responsibility because I hadn’t contacted them or took it there to be fixed (I live no where close to VW Bradford and purchase the car knowing if I have any issues I can take it to a closer dealership near by). Complaints team investigated and told me no record of any of my visits where ever on the system, I then contacted the dealership myself who happily told me the exact dates of my visits... complaints team unwilling to help anymore. No respect for customers, all I wanted was an extension on the current warranty as I’ve had so many issues previously and don’t want more once it expires. They could not care less... shocking, awful service. I will be contacting the financial ombudsman! Avoid at all costs!