Review Time
I had a terrible experience with the service team regarding my urgent recall notification. After paying £180, I was informed that the SOS system was faulty, which I was already aware of due to a dashboard warning. They claimed they couldn't proceed with the recall until the SOS was repaired, estimating the cost at £2400 since my vehicle was just out of warranty. I escalated the issue to the support team, who reached out to the service provider to request the recall be performed as per the guidelines. Unfortunately, the service provider failed to respond. Later, I received another message stating that my vehicle wasn't registered under my name, despite sending the necessary documentation back promptly. Now, I am left driving a potentially unsafe vehicle, and no one seems to be taking responsibility. I am considering initiating a civil case against the company. I gave one star because zero isn't an option.
Visited the local branch on 9th January 2026. I called weeks ahead to report that my hybrid vehicle wasn't charging, and they scheduled an appointment — which seemed fine. I dropped off the car at 9am, and by 2pm, I received a call stating that the car was charging and everything was 'fine'. It turned out they failed to check both the fast and regular chargers. I had to remind them to perform their duties correctly... (this was just the beginning). An hour later, customer service reached out to inform me that the fast charger at that location was out of order, and I would need to either rebook or go to another branch. 1. Why couldn't they have acted quickly and taken the vehicle to another site to verify the fast charger?
2. Shouldn't they have been proactive in ensuring all charging stations were operational before my arrival?
3. If they had done point No.2, I could have been referred to a different branch instead of wasting my time. There was no accountability from anyone I spoke with. No urgency to address the issue. They even asserted they had 'done their job properly'. It’s clear that the recent management changes have left this branch with inexperienced staff, resulting in the worst customer service I've ever encountered.
Went to Group 1 Manchester branch on 9th January 2026..I called weeks before my appointment to let them know my hybrid car wasn’t charging. They booked me in — fine.Dropped the car off at 9am. At 2pm they ring me to say the car is charging and everything is “fine”. Turns out they were too useless to check both the fast charger and the normal charger. I had to be the one to prompt them to do their job properly…. (This is just the start)An hour later customer service calls back to say their fast charger doesn’t work at that site, and I’ll need to rebook or take it to another branch.1. Why couldn’t they show some urgency and take the car somewhere else themselves to get the fast charger checked?2. If they had anything about themselves, then you’d prepare everything in advance and ensure that all the charging stations would be working prior the customer arriving?3. If they did No.2 then you could have sent me to a different branch instead of wasting my time.No accountability from anyone on the phone. No urgency to actually solve the problem. They even claimed they’d “done their job properly”.I know all the old managers have left this branch recently so clearly whoever has been hired has zero experience in customer service and nothing about them. Literally, the worst customer service I’ve ever received.
In April 2023, I purchased a “VW Approved Used” vehicle from Vertu Volkswagen Leeds for £12,372, advertised with a 2-year warranty.To this day, I have never received the promised Approved Used multipoint check report (VW’s official website states this should be provided on collection). This raises serious doubts about whether the car actually met Approved Used standards.Within months of purchase, multiple serious faults emerged:• Air conditioning failed completely (first noticed in June 2023, repeatedly failed despite re-gas)• Both low-beam headlights stopped working (discovered August 2023, failed MOT in 2024)• Multiple failures to start properlyAll issues occurred within 6 months of purchase, so under the Consumer Rights Act 2015, they should be treated as present at the time of sale. The complaint process was lengthy and frustrating. The Motor Ombudsman upheld my complaint regarding the missing pre-sale check report, confirming it breached the Vehicle Sales Code.Overall experience has been extremely disappointing – I feel misled and have lost trust in both Vertu and the Volkswagen brand.
I had no issues with my vehicle until the engine warning light came on. Citygate Ruislip carried out a diagnostic check and confirmed that urgent repairs are needed. The faults identified—the EGR cooler and tailgate wiring loom—are well-known issues on VW vehicles, so I believe Volkswagen should offer a goodwill contribution.Citygate advised me to contact VW Customer Service, but despite already paying for diagnostics, I was told I must pay for further checks. This was never mentioned by Citygate, and if the repairs are “urgent,” they must have already assessed the faults.This has left me feeling that VW is adding unnecessary charges. After raising this with Customer Service, I have been ignored for days, and although my case is now “escalated,” no resolution has been provided.Meanwhile, I’m worried about driving the car and have had to hire a vehicle at my own expense, adding financial stress and impacting my wellbeing. I feel I’m being passed around with no real support.This situation is unacceptable.
Earlier this year, I purchase a Tiguan that turned out to be sub standard. The retailer, the repair garage and VW UK, will not take responsibility for this. VW customer services is SO poor that they contradict themselves. NEVER again
Purchased a VW ID3 a year ago from Parkway VW and on delivery had so many issues. I had to return the car so it can go back to get repaired as it clearly wasn't checked pre delivery!Then a year later, after it's first service and health check, the 12v battery failed and I was told it'd cost me £500 to repair! So basically the larger batter drains the smaller battery which is a clear defect but VW won't put it under warranty as the car was a 21 plate (over 3 years) and a used car I purchased last year. In good faith, i expect a used car to be reliable especially a battery as ive never had issues so soon after buying with a petrol or diesel car. Service dealer, supplying dealer or customer service did not want to take any responsibilities and left me with a huge bill.They first told me they will support with a £100, then escalated to say I'd likely get more so when it was escalated, they came back to say I'm now getting nothing!!@ Will I buy another car from VW? NO. BTW Did I mention that the brakes are horrendous. Honestly, it's dealers like this (cowboys) that end up going bust and this is exactly the reason why. Awful customer experience and service.
Volkswagen has exposed itself as an exploitative company with shameful customer care. I bought a Golf R32, only to discover that VW has not only stopped producing the car but also stopped producing essential parts. When I asked what this means for me, I received a dismissive email closing the case with no help, no responsibility, and no interest.This is not just poor service - it is exploitative. They take customers’ money and then abandon them the moment ongoing support is inconvenient. A global brand of this scale leaving loyal owners stranded without solutions is shameful.Buying from VW means you risk being discarded as soon as they decide you are no longer profitable. There is no loyalty, no support, and no care.I will never buy from Volkswagen again and will tell anyone who asks to keep well away. They have permanently lost my trust.
Leased an ID BUZZ in June, weather was incredibly good, so tried the air con, no air con. Phoned the local dealers cardiff sinclair, 4 weeks to get it looked at.Reluctantly agreed to wait.After having my vehicle for a day they decided they didn't have the machine to fix it and suggested their sister company sinclair swansea, they couldn't just send me to swansea, I had to book in again First available date, end September, 8 weeks away.Good news, I didn't have to wait 8 weeks as swanseas machine broke down and they can't get it fixed.I've tried contacting VW, several times, its not their problem apparently, I fact they honestly were not interested. Since then a handle has fallen off, a battery cover is missing and the HUD has stopped working.Lex auto who. I lease through are also not interested, so its solicitors now.
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