I leased a car from this dealership in August 2021, and my experience has been nothing short of frustrating. Here’s a timeline of the issues I’ve faced:August 2022: I took my car to a local dealership within the JCT600 brand for servicing. The sales manager failed to include the 2 years of free servicing that was supposed to come with the car. This oversight resulted in me wasting half a day at the dealership while they sorted out the confirmation via email. The lack of urgency was appalling.February 2025: I booked my car in for a known issue that had been replaced less than 18 months prior. Despite this, the dealership insisted on performing diagnostics and charging me for it. They refused to book the car in or discuss a completion date unless I paid for the repair upfront, even though it’s a contract hire vehicle. This ordeal wasted 112 minutes of my time, plus an additional 97 minutes the next day on the phone.To make matters worse, they held my car hostage and refused to release it until I paid for the diagnostics, which should have been covered by VW Financial Services. The dealership offered no assistance in contacting them. A so-called "manager" named James called to confirm they were holding my car and that I would be charged £35 a day for storage. When I called back later, I was told no manager named James worked there.A complaint has been logged with customer care and VW Financial Services, but given the above, I have little to no faith this will be resolved. When I explained to the complaint manager and the dealership that I have statutory rights under the Consumer Rights Act 2015, stating the car is not "fit for purpose" or "of satisfactory quality" as it’s a plug-in hybrid that doesn’t charge, I was told I don’t have any statutory rights as it falls outside of the standard warranty. This is disgraceful.Given this was a brand new car, no reasonable person would expect the battery to fail to charge not only once but now twice within four years. Clearly, this is a manufacturing fault. I was told by this "James" that they didn’t care as they were JCT600 a seperate brand. I would like to see what VW Group or even Cupra headquarters would think of this bold statement and treatment of one of their customers. I’m sure they would reconsider their status if they knew what was really being said to customers.This dealership was perfectly content to leave me without a car, even though they supplied it on a contract lease, and they wanted to collect their courtesy car. The lack of professionalism and customer service is astounding. I would not recommend this dealership to anyone.
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