I’m not in the least impressed with Agnews (VW Commercial) having taken 2 months to return my VW Grand California and refusing to return the vehicle in the same clean state handed over.With one month of usage lost, despite this being the second time Agnews undertook to complete repairs to my vehicle, I was told ‘Agnews are not equipped to deal with Grand Californias’ and the repair was to be effected elsewhere. On collecting the vehicle after 2 months, I was told I should ‘take it elsewhere in future’!I was further told Agnews weren’t responsible for the dirty/stained/grubby state in which the van was returned (that ‘there were 2 dealerships working on the van’, ‘the van was in this state when dropped off’, they’d ‘cleaned where they dirtied’, ‘our workmen wouldn’t have been in that part of the van’...) Attempting to close the argument and get rid of me, I was told at least 3 or 4 times, by their General Manager, that my van was ‘repaired and fit to drive away’!The overriding message that I’ve taken away was … we don’t want your business in future, so don’t care whether you’re a satisfied customer!To make matters worse, taking the vehicle away it has been noted that the door pillar trim has been fitted incorrectly on both sides of the vehicle resulting in the seatbelts not adjusting as designed. Despite repeated calls and emails, Agnews have yet to make contact to make arrangements to rectify this issue; ordinarily recorded as a MOT MAJOR defect. *** UPDATE *** The Agnews Senior Management response received:‘We are satisfied that the work carried out on your vehicle was completed correctly and to the appropriate standard.As it is clear that we are unable to meet your expectations, we recommend that you refer the matter to an authorised California dealer for any further assessment or assistance.Regards,Marc’My response…‘Marc, You undertook to provide a service for which VW will be reimbursing you under the vehicle warranty. However, you have failed to carry out that work correctly (the seatbelt system is not working as designed or as it was working when the vehicle was dropped off with your dealership) and I expect rectification. For the avoidance of your confusion, this work is not California specific with the fitment no different to a VW Crafter or Transporter. The responsibility for rectification is yours (your dealership’s) not anyone else’s. Time to set aside excuses, step up and do the work you’ve been paid for. I’ll make further contact tomorrow if I haven’t received a positive response in the interim. Yours…’
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