Volkswagen Dealers

I am posting this review to document my experience with Sutherland Volkswagen and Volkswagen Customer Care. My 2016 Volkswagen Golf R has been with Sutherland Volkswagen for approximately seven weeks after I raised multiple concerns with the vehicle, including door lock/central locking faults, Android Auto issues, steering knock, reverse camera… Read more

faults, DSG behaviour concerns, unreliable one-touch windows, keyless/comfort access issues, and repeated battery-related problems. Despite the vehicle being in their possession for this length of time, I still have not received a clear written diagnostic report, a proper explanation of what has been checked, or a confirmed plan to resolve the issues. Volkswagen Customer Care has advised me that they are still attempting to contact the dealership for an update. In my opinion, after approximately seven weeks, it is unacceptable that Volkswagen Customer Care is still having to chase an authorised dealership for basic information. The aftercare and communication have been extremely poor. A customer should not have to constantly chase for updates, especially when the vehicle has been held for this long. I am now considering escalating the matter through NSW Fair Trading, NCAT, public forums, and other appropriate channels. This review is based on my personal experience and the communications received to date. I will update this review if Sutherland Volkswagen or Volkswagen Australia provide a proper written explanation and resolve the matter.

ZERO CARE !!! I got 4 x reminders to say my car was booked in at 9.45am. Spoke to service manager [Name Removed] the day before, she finished off by saying { See you at 9.45am } It was obvious to her that I had to travel an hour each way. I walk in the door and she tells me my car won't be ready until 4.30. That be 6.75 hours for a service. I told… Read more

her that's unacceptable as I have nothing to do for that amount of time and the temp was predicted for 35deg. She promised to change things around and the car would be ready at 12.30. I rang them at 2.30 wondering what the hell is happening. [Name Removed] says oh yeah your car is ready , didn't someone ring you? If she knew it was ready why didn't SHE ring me. To top it off I ordered 2 x wiper blades to be fitted and they charged me $40 to fit them, a 5 minute job. Best part of the day was the courtesy bus driver, a really nice lady. When a dealer or mechanic tell you lies you just wonder how well they have serviced your car. I won't be back to Shepparton VW, I was warned to not go there, I should have listened.

“Apparently My Alloy Sump Aged Poorly… Unlike Their Excuses” My 2007 VW Caddy has been pampered by VW dealers since the day it left the showroom — not a single spanner from an outsider ever touched it. After 250,000 km and around 16 oil changes, the… Read more

same dealer now insists the alloy sump has ‘aged’ and the sump plug thread has “worn out”! Two years ago, when I first questioned this same recommendation, they fitted a “replacement” plug “from a newer Caddy model” instead. It didn’t leak — until now. The new diagnosis? Still my problem. When I escalated to Volkswagen Australia, they aligned themselves with the dealership’s view without providing a shred of technical evidence — no thread size, no pitch, no photos, just faith in their own workshop. Apparently, the sump plug thread aged naturally, while the sense of accountability didn’t. Since this is how Volkswagen and “Volkswagen service history” protects a loyal customer, I am no longer their customer and have switched to Mercedes-Benz.

No service schedule or booklet in a brand new car !!! Told it's all on computer now, but only at the dealership. Can 'buy' a stamp only booklet for $7.50 but no Service Schedule. I can not get back to dealership for regular services, I work in the… Read more

dealership industry and have a wonderfull qualifed mechanic on hand. How do I do the right thing to keep my 5 year warranty ??? As much as I love my little T-Cross will be looking at other manufacturers next time.

We have a 2017 VW Tiguan which had a faulty Clock Spring, this is a common fault and VW USA have given a 15-year extended warranty for that reason. So the product should last for 15 years however in Australia, VW do not honour this warranty. If the… Read more

fit for purpose of a Clock Spring is 15 years than why can't VW Australia do the right thing and replace instead of charging $1300.00. I have written to VW Australia 4 times before I got a response and the initial acknowledgement of my Email. Roxse (VW Aust) finally said sorry for the delay, and they will not offer the request of free replacement. I guess it will take a class action as in the USA, and I will peruse this course of action. Regards Gerard

took my Amrok to Essendoon fields for service my service advisor was Uditha Namage prior to seeing him my experience wasnt good but he sorted everything out for me 5 starts out of 5 he service skills and abilty to help what me in what I needed done was excellence if you take your car their make sure you see him Show details

Road side assist – My experience with Volkswagon road side assist on New Years Day was outstanding in every aspect, from the phone attendents to the locksmith who retrieved my keys.

Exceptional Service – VERY HAPPY!!!! My husband and I are reaching out to highlight the exceptional service and care we received from your Salesman Trent. His vase product knowledge, his manner and dedication to making us feel special and heard is outstanding. We purchased our first brand new car from your company and every step was made easy and stressless because of… Read more

his service.

Your business is a winner with staff like this and we will continue to spread the word throughout our network of positivity and recommendation of Ballarat Volkswagen because of him.

I dropped my car off at 7.30am and was told it will be ready probably before 4.00pm otherwise by 4.00pm. It was to get a simple oil change, service general and brake fluid change. I arrive at 4.00pm and am told the car is not ready come back tomorrow. They said they txt'd me and tried phoning but couldn't get though. I have been receiving calls… Read more

all day. No txt even though I had received a txt 2 days before reminding me about the service. So they had my correct phone details. They were lying. No effort was made to contact me. They charge an enormous amount and they didn't seem to care that my care was not ready. I had planned the service almost 1 month prior. NEVER use them. I certainly will NEVER go there again!!

Incredible car to drive but when something goes wrong, the level of service we have received from VW and the dealer is really upsetting, and disappointing. Could not recommend this vehicle, or our dealership.

Our car was not fixed, it was actually returned with many more problems, and we paid more than $1200. I have been their customer before but this time service was so bad. I would have given review 0 points but 1 will do. That money was not much to Volkswagen McGregor but for me it would have made a difference, and of course I wanted to car to be fixed. I don't recommend Volkswagen McGregor to anyone. Show details

Negotiated a good deal at Mawson Lakes Volkswagen but the final contract didn't match what had been agreed upon (3 months registration when they had agreed to 12 & $500 deposit ignored in the settlement payment) and I missed picking it up. When I raised this with the sales person they didn't get back to me as they had undertaken. After I called… Read more

again they said they still had to check with their manager. This time they called back but said a verbal agreement isn't enforceable and stood firm with the contract. I said this was unacceptable and they again undertook to speak to their manager and get back to me, After waiting over a week I again chased them up and after several calls with their manager was offered a further 3 months registration and a tack of petrol.

Do not BUY VOLKSWAGEN Once you get the vehicle good luck finding anyone who will repair any faults under warranty unless you have a spare car on hand. It can be months before they have any spots. It's getting really bad I'm always calling so many Volkswagen locations across Melbourne and down Mornington Peninsula , some saying no availablity… Read more

until next year.

I've had to drive illegally with my hand /arm to indicate left or right (yes that's what I had to do and you will too if your car has faults)

One place fit me in, than said we have to have your vehicle for 1 week (because they have no time to fit my warranty in)

Now I have to spend $700 ++ on hire cars while they fix it

Forget Brands, that's gone. Look for who has great service once you buy a new car. That's number 1

There is no customer service at VW Australia. Our Tiguan, just out of warranty was immobilised at home following a host of error messages flashing. A rude person at Geoff King Motors service, in Coffs Harbour, told us there would be a 6-week wait to… Read more

look at the car, even though we bought it from them and always had it serviced there. We had to get the car towed to Port Macquarie at our own costs. The dealer there is professional and keeps some time slots open for emergencies. VW Australia ignored our requests for help, let alone for compensation. To top it all it turned out the issue was a faulty wheel sensor, a common problem with those cars that is well documented all around the world. We’ll never buy a VW again. We’ll never have anything to do with Geoff King Motors again.

Half a litre of oil per 1000km is "within spec"??! Bought a Tiguan Allspace in MY20. It has chewed through oil since we first bought it. Oil consumption test shows it is going through 0.425l per 1000km. But apparently that is "within spec" for a brand new Volkswagen. Even the VW service centre mechanic looked embarassed.

I wanted to share some honest feedback about my recent service experience at Melbourne City Volkswagen. I’d already flagged issues from my January visit—car not properly washed, no washer fluid, missing fleet card, and the service sticker not updated. So this time, I reminded the staff in the morning to please ensure everything was done properly.… Read more

Unfortunately, I was disappointed again. The car (Golf) wasn’t cleaned properly—no vacuuming inside—and when I raised it with the service rep, I was told not to expect much from the wash because of the number of cars serviced daily. He offered a second wash, but even then, the interior was untouched. I asked again, but he didn’t seem to care or even check the car himself. I don't see a checklist whether all times as listed under service was carried out or not.

For a $1,700+ service, I expected better in courtesy service. The car had a bad smell, the driver’s mirror was smeared, the windscreen had hand marks, and the driver-side window was so dirty it affected visibility. The next day, the tyre pressure warning came on—something that should’ve been checked? I’ve had far better experiences at Werribee and Fairfield Volkswagen. Their staff were courteous and thorough.

This visit left me questioning what work was actually done, and I’m not confident in the quality or care provided

If I could leave I minus score I would. I brought an Amarok @Sutherland Volkswagen late 2024. It did the 'rocket head' cover just 3 months out of manufacture warranty, had less than 100000KM on Odometer, just over 5 years old and with a full service history. I now understand this is a common issue in these vehicles. Never the less I am out of… Read more

pocket thousands and months later they have refused to action a 'goodwill' payment. The sales manager only replied to my emails when I included her manager. Very poor service. And to top it off I am aware of other case where dealers they have been reasonable and fixed issues such as these leaks which apparently VWs are famous for.

Last year my transmission malfunctioned. The megatronics device needed replacing, this year the shifter cable along with the gear selector mechanism and the steering requires some update. The car is approximately 4 years, yes it out of warranty. But there are cars out there that are well over 10 years old and have no major faults. Volkswagen… Read more

have dusted their hands from their responsibility in repairing this vehicle. What happened to consumer guarantees, Australian Consumer Law. Volkswagen doesn't want to know. They don't reply to emails, they don't call you back, it's next to impossible to get through to any case manager. No follow up, no ownership for their inadequate vehicles. Stay away from VW, spend your money on a reliable Japanese make. VW is not what European make cars stand for. Utterly disappointed in the customer service, actually it's non-existent.

Appalling service for a SERVICE DEPARTMEMT ! – My son and I recently took his car to the Northern Beaches Volkswagen Bill Buckle Mona Vale Service Department for a clutch replacement. Upon drop-off, we spoke with a courteous staff member who informed us that the estimated cost for the replacement would be between $2,000 and $2,500. While not inexpensive, this was within the expected range. … Read more

Later that day, we received a call from Andy the senior service advisor, who revised the quote to $3,000–$3,500 an increase that seemed excessive and beyond my son's budget. (Might I add, there were no additional issues found ). Concerned by this discrepancy, we contacted another Volkswagen dealership, which confirmed the initial estimate of $2,000–$2,500. (The end cost was just over $2300).

The following day, my son decided to retrieve his car and have the work completed at another service centre. Upon collection, he was unexpectedly charged a $197.00 diagnostic fee something that had never been disclosed upfront. From this point forward, our experience with Andy was deeply disappointing. His service was characterised by dishonesty, disrespect, and outright rudeness.

As a long-time customer of 30 years who has had eight vehicles fully serviced at Bill Buckle’s Mona Vale service department, (Along with buying a new Range Rover a few months ago from the Bill Buckle Group) I was unwilling to let this matter go unaddressed. I escalated the issue to John, the Sales Manager at Volkswagen Brookvale, who promptly and professionally arranged for a refund of the unauthorised charge.

While I sincerely appreciate John's intervention and excellent customer service, I regret to say that I will not be returning to Bill Buckle Mona Vale Service Department unless there is a change in staff.

This was, without question, the most appalling service experience I have encountered until John stepped in. Thank you, John, for restoring some faith in the companies customer service.

I welcome contact from management within the company for any further information they would like to obtain regarding the above matter.

Dutton's Mt Barker: Where Customer Service Goes to Die (and Prices Go Through the Roof) – My recent experience with Dutton's in Mt Barker has left me utterly disgusted. This dealership seems to operate with a complete disregard for customer satisfaction, and their service manager's recent comments have only confirmed my worst suspicions. Service Department Woes ---------- Exorbitant Costs: I was shocked to discover that their… Read more

service prices were nearly $300 more expensive than a dealership in Hawthorn for the exact same service on my vehicle. It feels like they are taking advantage of their location and the local community by charging inflated prices.

Lack of Transparency and Communication: I explicitly requested a vehicle evaluation before they commenced any service. This reasonable request was met with a baffling lack of coordination between their departments. It was as if the service department was deliberately trying to keep me in the dark about the true condition of my car and push unnecessary services to inflate the bill.

"It's Not Our Call" Attitude: To add insult to injury, the service manager called me and nonchalantly stated that they "get that all the time," where the service price exceeds the value of the vehicle. Her shocking response was that it's "not their call" to inform the customer of this. This blatant disregard for customer well-being and financial responsibility is appalling. When those words come from a leader within the organization, you can be sure that a dodgy customer service experience is the norm, not the exception.

New Car Sales - More of the Same: --------- Uncompetitive Pricing: Hoping to keep my business local, I explored their new car selection. However, their prices were significantly higher than those offered by dealerships in Hawthorn and Mawson Lakes.

Unwillingness to Negotiate: When I attempted to discuss a more competitive offer, they were rigid and dismissive, demonstrating a complete lack of interest in earning my business.

Insulting Trade-in Valuation: The final straw was their ridiculously low valuation of my trade-in vehicle. This was particularly galling considering it had just been serviced and given a clean bill of health by their own service department!

Excessive Dealer Delivery Fees: On top of everything else, their dealer delivery fees were also higher than those quoted by other dealerships.

Ignoring Customer Complaints (Initially): While I initially had to criticize their lack of response to my formal complaint, the service manager did eventually call me. However, this call only solidified my negative impression of Dutton's, thanks to her dismissive attitude and lack of accountability.

Recommendation: With my experience, their unethical practices, exorbitant prices, and complete disregard for customer well-being made them a terrible choice in my books for anyone looking to buy or service a car. Explore dealerships in nearby regions like Hawthorn or Mawson Lakes. You're likely to find better prices, a more customer-centric approach, and a far more satisfying overall experience.

Lack of Accountability from Whipples Volkswagen Service – I have been dealing with an ongoing oil leak issue in my V6 Amarok for the past 12 months. I have taken the vehicle to Whipples Toowoomba Volkswagen several times, but despite multiple repair attempts on different parts, the leak has persisted. In October 2023, Whipples replaced the rear main seal, claiming the issue was resolved. However, during… Read more

my next service, my mechanic informed me that the leak was still present and recommended that I return to the dealership for further inspection and repair.

Despite several visits to Whipples, they continued to address other potential leaks while avoiding redoing the rear main seal. Each time I collected the vehicle, I was assured the issue had been fixed, yet every subsequent service confirmed that the leak around the rear main seal remained.

Now that Whipples has finally acknowledged that the rear main seal is the problem (as I had suspected all along), they are refusing to repair it under warranty, citing that the warranty has expired. This is despite the fact that it has been only 12 months since they initially replaced it, and I have documentation from my mechanic showing that the seal was leaking as early as December, less than two months after their initial repair.

Absolutely pathetic.

DO NOT BUY A VOLKSWAGEN VEHICLE – *** DO NOT BUY A VOLKSWAGEN VEHICLE *** Purchased a brand new Amarok Aventura in late March and had nothing but problems since. Car has been in multiple times for repair, half the issues they cannot diagnose or replicate (photos and video evidence provided). 6 month lead time for replacement faulty parts (trim and tub liner), I now have a $90,000… Read more

unsafe and unreliable vehicle due to the multiple sensor faults, park brake failure, park distance control malfunction etc that they cannot diagnose.

BE WARNED - If you have multiple issues with the vehicle they cannot diagnose or repair, you will have to deal with an OVERSEAS CALL CENTRE. The dealership will not assist you. You will have to deal with the service centre, then the overseas call centre, then it goes to an “internal team” for assessment that no one can contact nor will they call you.

When you are purchasing the vehicle, the staff are fantastic and the service is excellent. However, the after sales service is ridiculously terrible when you have a significant issue. The service centre staff have done their best and put the extra miles in, but they still cannot rectify the issues. An exchange has been requested multiple times as the vehicle is a lemon, this has been going on since May 2024 and still no progress.

Vw customer care is broken – Vw care seems non existent. They seem to be hiding a major safety where vehicle suddenly stops. This has almost killed my wife and I twice stopping in heavy traffic with no prior warning and nowhere to pull off road. Spent hours on the phone and can’t get past receptionist. By car is currently broken down interstate at a Vw dealer 3 weeks this… Read more

time so far and there is no resolution in sight and no offers of assistance from Vw Australia. The dealer is also frustrated It now been a total of 114 days,7 tow trucks and over 30 days at Vw service centre - sad Vw care is so bad