I write with reference to our recent visits to your Volkswagen Garage CityGate Chalfont on 22nd Oct and 28th October.
We were interested in a used Touareg as we had seen one advertised on your website over the weekend.
On the first occasion we visited your outlet we were helped by a gentleman called Matthew who assured us he would personally look after our request and find a suitable vehicle. After spending some time with Mathew discussing our requirements he and another gentleman called Neil found a car in your Ruislip Branch which appeared to meet our requirements. We made arrangements to return the following Saturday to test drive the vehicle. In the meantime Matthew was going to ring us regarding a part exchange on our current car BMW Compact.
The following day true to his word Matthew contact us at 5:15pm with a prospective price on our car. The initial figure was a lot less than we hoped for given we had previous higher quotes from BMW. At no point in this conversation did we say we were no longer interested in purchasing the Touareg or test driving the car. It was left that Mathew would ring again the following day after he had further researched the part exchange price.
On Saturday 28th October we set out to meet our appointment for the test drive even though we had heard nothing from Matthew. We got stuck in traffic on the M25 and rang the garage to say we were running 30 minutes late only to be told that Matthew was not there and they could not be certain the car was there either. On arrival at the garage we were told by the receptionist that Matthew had left our details with Andy and he would take us on the test drive once he had finished with his customer. After waiting over 1 hour Andy told us the car was round the back and he would be with us shortly. 15 minutes later Andy pulled up outside the showroom in a Touareg which was not the model we were expecting from Ruislip. After telling Andy this it materialised that the car we were just about to test drive had been sold to the gentlemen sitting opposite us who was less than impressed we were going to test drive his purchased car!. Andy then disappeared into the office to discuss what could be done with Neil. After some time Andy came out of the office only to tell us that the car that was meant to be coming from Ruislip was no longer available and had been sold during the week.
At this point I hope you can appreciate we were less than impress with the quality of professionalism and service and quite frankly we had had enough so we asked to reimbursed our petrol money for the wasted journey and inconvenience.
Again Andy disappeared into the office to discuss with Neil. At this point we asked to see Neil as we felt it highly rude that Neil had not come to see us himself.
When Neil finally came out of his office he was exceptionally rude, very abrupt and he offered no apology. His only explanation was that because they were below our expected part exchange price they assumed we would no longer be purchasing any car from them. I gave Neil a receipt for the petrol I purchased for the journey to the garage which he said would be refunded in a form of a cheque. He neglected to take any details from me and said I quote "Matthew has all the details we need" he then tore the receipt in front of me. At this point we left the garage in utter disgust. I am still waiting to receive the cheque for £10 for the petrol wasted on an unnecessary journey. My accountant has also requested that you are to forward the original petrol receipt for tax purposes.
It appears to us that this whole situation could have been avoided if someone had contacted us to say the car was no longer available for test driving.
Over the years we have purchased several cars and had never ever received such poor service, bad communication and blatant disregard.
How helpful would this review be to a person making a buying decision? Rating guidelines
Advantages: Practical for disabled family member, spacious,well thought out fully adjustable drivers seats good storage facilities Disadvantages: Electrical component fixed with sellotape not solder, other faults dealership reneged on agreement to replace AND VOLKSWAGEN who AGREED it should be replaced cannot make the dealer, its agent comply!
TiggerRadlett 22.08.2005 (22.08.2005)
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Ciao members have rated this review on average: somewhat helpful
Review of Volkswagen
Advantages: Practical for disabled family member, spacious,well thought out fully adjustable drivers seats good storage facilities Disadvantages: Electrical component fixed with sellotape not solder, other faults dealership reneged on agreement to replace AND VOLKSWAGEN who AGREED it should be replaced cannot make the dealer, its agent comply!
TiggerRadlett 22.08.2005 (22.08.2005)
·
Read review
Ciao members have rated this review on average: somewhat helpful
Review of Volkswagen
Nov 6th, 2006
somewhat helpful by (60%):
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