Bill Buckle VW Service
Terrible service. Booked in for VW Golf first service, requested shuttle home at time of booking. Arrived at allotted time, 8.15am, with staff who had wrong details until I showed my email booking confirmation. Was told shuttle would be 10-15 minutes, waited almost an hour before booking an Uber and walking out. Was told whilst waiting I would get a phone call in the afternoon to arrange for shuttle pick up to collect car. No call, just a text at just after 5pm to say car was ready. Had to arrange a lift to try and get there before 5.30pm close, just making it as doors were being closed. Received no apology or explanation as to why all of the things that I was told would happen never did. Absolute garbage customer service.
How to lose a previously very satisfied VW customer
I was extremely disappointed after my last service at Bill Buckle Mona Vale on 20/1/21.
I had previously taken my 2016 VW Polo there late last year after the air conditioning system stopped working.
The mechanics said late last year that the ac was leaking and they put through a dye to see where the leak was and to bring the car back when it stopped working.
I subsequently brought my car back on the 20/1/21 as the ac had stopped working.
I was told on that day by the serviceman that my car would cost $2698.30 to replace the evaporator and rete...
Service Department of Leichhardt VW - Perfect
I'd give 10 stars if I could!
Rick in the Service Department of Leichhardt VW is absolutely outstanding.
I was already stressed, car overheated blah-de-blah which took me to another level of stress.
Rick acted as a counsellor to give me confidence to limp my car into the dealership. Rick was cool, calm, collected on the multiple calls I had with him.
I bugged him with 10 calls or more and he didn't flinch. Rick is blunt (respectfully), direct and on-point.
Volkswagen - Incompetent and Unprofessional
Took my VW Transporter T6 for service at Darwin Volkswagen. They insisted service is every 15,000 kms when in fact it is every 20,000kms for a 2019. When I’m questioned it - service receptionist was rude and dismissive. I won’t be going back to Darwin Volkswagen ever again, as they don’t know what they are doing.
German engineering at its worst -Tiguan
I have aTiguan 4 years old with 65k on it, but I find the quality of parts used in manufacturing this car is poor and its failing. My coolant pump has failed twice, and it is a known issue for VW and yet they do not offer repair under warranty and charge exorbitant prices to repair it. Never again buying any car from the VW group.
My husband and I recently purchased a car from Volkswagen Melville! Every stage of the process was very well handled by the employees at the car dealership for the purchase of our dream car the 2018 Toyota RAV4 GXL Auto AWD. As a young couple & newly married, the staff gave us great guidance and advice and even saved us some money. Winston Matthews, Sahil and Holly took care of us well.
We would recommend heading to Melville if you're looking for a great ride, with quality customer service - and in our case - excellent outcomes! Thanks to the team!
- Russ & Amanda Augustin-
Volkswagen Sutherland NSW - new car warranty.
I've now purchased two branch new Volkswagen Polo vehicles from Sutherland Volkswagen, the first being in 2016 and subsequent to that, a 2019 model in December 2019. One year on and having looked after my car in every possible way, I've now returned to the Dealership with unexplained warped front disc brake rotors.
I don't drive like a hoon, the vehicle has never been off road, the Dealership had the car for a full day, and upon my return they refused to replace the front two rotors under my new car warranty; primarily because I'd elected to ...have the vehicle serviced elsewhere, which led the Dealership to accuse my fully qualified and licensed mechanic of over-tightening the wheel nuts - which in their prophetic opinion was "the reason for warping." Such profound wisdom, my mechanic has been in the industry far longer than the kids witnessed working in your service workshop and he has much more experience than the millennial Service Manager that I had to suffer. Bottom line - what a completely unsubstantiated claim by the Dealership to avoid their own responsibilities under a new car warranty, yes you've had a small win here however you've lost repeat business forever. Your denial for justified after sales service and honoring of a new car warranty is a disgrace, and your tactics used to skirt around the issue are nothing short of unethical. To those who read this review, stay away from this Dealership, take your money elsewhere. Short term gain indeed Volkswagen Sutherland, but a long term loss as I will be buying more new vehicles..................but never again from your grubby Dealership. P.S. I drove a heap of S#*T Hyundai for over ten years and never once did its rotors warp or need replacement. You guys are a technical and sales joke. 5 star rating? Now that's funny.
Do not buy from this dodgy dealership
13 months ago i was looking to purchase a VW GOLF R from Sutherland Volkswagen dealership. When i arrived i left the dealership empty handed as the vehicle was out of my price range advertised for $57K. Was contacted 3-4 weeks over the phone by [Name Removed] and he advised me that he could drop the price of the vehicle to $53,000 advising me it was drive away.
so i Purchased the vehicle from him without looking at the vehicle by trusting his word and 12 months later realized that it didn't include on road costs at the time of trying to rene...w the rego despite him telling me it was. VW Sutherland dont want to take responsibility of the matter because they care more about ripping people off and lying to customers to obtain a sale. DO NOT buy from this dealership take your money and go elsewhere both [Name Removed] and the GM are a bunch of liars / fools who have no regard for customer service they just want your $$$. In fact such has been the quality of service that to put this issue to bed the sales person wanted me to pay on road costs myself and stated they would reimburse me. However when i asked the sales person to put it in writing he couldn't do that. Dodgy as they come, they don't care about the customer they care about the $$ and meeting their targets that's all. Don't make the same mistake i did and purchase from here go elsewhere.
- Verified customer
Volkswagen Castle Hill - service sucks, avoid them if you can!
I am sorry but my experience with them is horrendous! Totally unprofessional, sheer incompetence and clueless! To top it, their service advisor tried to browbeat me to hide their inefficiency! I had a problem with key remotes and booked a service with them. After waiting 10 days, wasting 3 hours and AUD 200, they told that they can't sort out the problem and I may have to buy new electronic unit worth AUD 9000. They asked me more time, more money to troubleshoot and when they listened that I have taken car to another locksmith before them, ...browbeat me by telling that I am a dishonest person! They never cared to ask me in the first place what I have done to solve the problem before taking my car for diagnostics! I returned from them empty handed. I approached Ultimate Locksmith in Thornleigh and lo, they were able to preprogramme the remotes within 30 minutes and 50 AUD. No Hardware issue! I have never seen more obnoxious behavior by any customer facing executive - Their understanding of customer service is ZERO! My suggestion is to avoid them at all costs unless unavoidable !!
Car was missing extras I paid for.
Car came 2 months later than when I was promissed.
Issues with vehicle couldn't be fixed by them selves and had to go else where.
They registered the car incorrectly.
I had to go back to the dealer 6 times
Do Not Buy A Car from this untrustworthy dealer. I bought an Amarok 2 years ago and am still having issues. Worst retail experience I've ever had and I spent $67000 . Other VW dealers are good as I had my car serviced else where. Buy from any other dealer and you'll thank me later
Nil customer service and imcompetence
Blew a Tyre on my 10 month old Amarok and went to Rockdale VW after they assured me they could replace the Tyre “today” So 2 days later they called to say they had the Tyre but when I went to pick up the car they had fitted a different Tyre, with different tread pattern. When I pointed this out they said that’s all we could get. The resolve was we will refund your money (in 2 weeks) and put the spare back on. I called my usual Tyre dealer who sourced a Tyre and said he would fit it in 2 hours time. When there, he told me that all tyres had bee...n inflated to 44psi (the VW recommendation is 29-33psi) and a metal clamp had been used on my alloy rim causing minor scaring. He could not recalibrate the TPMS Tyre pressure monitoring system as it had been switched off. Rockdale VW told me I would have to return to the dealership. When I returned I was told they had turned it on but I would need to check Tyre pressure myself tomorrow. I spent over an hour waiting on the Princes Hwy and at no time was I offered a seat. I will not be getting my car serviced here!
Horrible horrible experience
Had multiple issues with this place.
- No spare key received and now experiencing a problem as my only keys were stolen
- Number plates were illegal so had to go back to get new ones
- Tinting was done terribly and had get them redone twice
- Both front and back wipers were faulty which were not fixed despite mentioning it to them
- Of course horrible experiences with the service department
All I ask and expect is proper customer service and professional dealership but with everything that has happened to so far, Noble Volkswagen was no where near that. I am only left with disappointment and anger. I will never recommend this place to anyone as it has been the worst experience ever for me.
VW ROCKDALE BAD REVIEW
I called VW Rockdale two weeks ago for a recall for my 2009 VW 118 TSI golf car, my car turned out to have manufacturing problems in the gearbox, ABS system, and the Takata airbag system ( many models as well, you can find the resource on productsafety.com.au) One of the staff Andrew answered and said he will pass my call to the manager and they will give me a call the following day. After waiting for a week, I received a call from the receptionist Nicky, she was kind because she started the call with apologizing for the delayed call, then we a...greed on scheduling a recall for next week so I can arrange with my work ( I use the car for work purpose ) because she said the car will have to stay full day and overnight till next morning for the recall. I understood and did not complain, nor did I ask for a replacement car because I thought it was not worth it and I would take a day off at work to get things done at home. This morning I went to drop the car at 9:00 am, there was another staff Ellie, she took the car and told me they will inspect it and if there were any issues they might keep the car for few days, I didn't say anything before she confirms with me after they inspect the car. Two hours ahead she called and confirmed that the car will need to be kept till Thursday 4:30 pm because there was a fault in the ABS system, and they will order the part and it will take time. I told her but I can’t stay without a car till Thursday afternoon that's 4 days without a car, when I booked you said one full day from the morning and an overnight stay then it would be ready the next day in the morning. She said we can’t do anything because the part needs time to come, so I asked for a replacement car, she said all VW Rockdale cars are booked but she would call me if someone brought any car before Thursday, I wasn't happy with the outcome but I didn't escalated the issue, I tried managing a car from my work but I couldn't, so I called again then the receptionist Nicky answered me, I complained about how could she booked the appointment saying it won’t take more than full day and an overnight, she knew and remember that I was trying to ask for the car to be done without it staying overnight or on Saturdays because I have work during the week, then she hold the line and transferred me again to the previous staff that I had the call with. I then asked for a solution because it is their responsibility to provide me with a replacement car at their own cost due to the manufacturing problems in the car. as well as telling me on the same day of the schedule that it might take few more days, she started by saying I told you I can’t arrange you a replacement car and you have to wait 4 days for your car to finish, then when I held her responsibility she said that's not my fault you did not spoke with me you spoke with Nicky the receptionist and she doesn't know much with the service, I said when I booked the recall I was speaking with VW Rockdale not the receptionist Nicky or You, she became very rude and started saying I can’t get a magical car and give it to you, you will have to wait. I asked to speak with the manager Chayce, she didn't put me through she said will pass the message to her, two hours later I received a call from the service manager Rayanne, she said that they don't have any cars and tried to solve the matter in a more professional way and she will try to get the car fixed earlier. I love my VW and was looking forward to getting a newer model, but after facing this kind of customer service I will not consider going to this Dealership ever again. Hope this message goes first to the General Manager Chayce McCubben and to many VW Rockdale customers so you can be aware of what might happen with you if you go there for any type of service.
VW Liverpool dealership worst after sale customer service
When buying a car, the team at Liverpool VW put on quite the ‘show’ of customer service and care, why? Because they want your money. But that’s where it ends... Their after sales customer service is nothing short of deplorable. After about 3months of purchasing our brand new car from them, they asked us to bring the car back for a ‘complimentary first service’ which we thought was weird as the car had only done 3000kms but we obliged as we thought it was required for the warranty. After driving 1.5hrs to get there they then told us it’s just an...‘inspection.’ When we raised this with their General Sales Manager he said it was a ‘service’. When questioned how is that classified as a ‘service’ when nothing was changed or the defects we pointed out were not even repaired. He then tells us it’s a requirement for the warranty and that the service log book has even been stamped. But upon checking the log book there was no stamp? When this was showed to him, rather than admit he was wrong he decided to verbally attack us and even bridge up to my husband saying ‘what are you going to do about it?’ Is that the kind of ‘professionalism’ VW Liverpool promotes. Perhaps the Liverpool General Sales Manager needs some training on what products and services his company is actually providing because he clearly does not know the difference between an ‘inspection’ and a ‘service’ nor does he know how to admit when he is wrong. Honestly, don’t buy a car from them. For what you’re paying, go to Mercedes or BMW. Much better cars and after sales care. You would think after all the trouble VW has had the past, they would try to at least encourage some loyalty from their current customers. Safe to say.. we won’t be recommending VW to anyone we know.
Radio locked after flat battery
I am living in Melbourne under stage 4 restrictions. Since lack of driving my VW Touareg had flat battery. After battery was charged now the radio is locked out and asks for a code. I spoke to two dealerships VW Essendon fields and Waverley Volkswagen Both dealerships asked me to bring that car to them to get the radio lock code. Providing the VIN number wasn’t enough for them to hand over the unlock code to me. They said that they need to verify the VIN to provide the code for security purpose. I do not understand this. Are we living in a cou...ntry where people steeling car stereos? Who would steel a car audio these days and would have the VIN number of the car and call a dealership? It’s pathetic as it sounds wouldn’t it? Then I rang VW Australia customer experience team and they said the same story asking me to take it to a dealership and pay 180$ to get the code. Even after I explain them the stage 4 restriction in Melbourne and its complications no one wanted me to help out this situation. My experience of buying my first VW is disgusting. I am disappointed the way the VW Australia customer experience team handled my case. There should be some kind of a customer satisfaction that they are catering for but it seems they did not care how customer feels. Their attitude was like we are by the book and you bought a VW then it’s your problem. I am pretty sure there are so many unsatisfied customers around Australia about VW brand. I will never buy a VW ever again and would not recommend anyone to buy them. However I would like to thank Waverley Volkswagen for being polite & understanding with me despite they could not help me. What a waste of my time! VW Australia you are dodgy!
- Verified customer
Be wary of taking out their finance - Lied about fees!!!
Dodgy finance department. We have reported the matter to the financial ombudsman after they blew off our concerns. We paid cash for most of the vehicle purchase and financed the rest. Our own bank has great rates and low application fee of $250. They wanted to "Do the finance talk" so we listed to what they had to say, told them what our banks rates and fees were and were reassured theirs were better than our banks. We kept asking to see the paperwork but none was produced until they had already completed the finance when we went to pick up the...car. There we saw it was $1200 in application fees!!! None of that was disclosed to us. We would not have agreed to it but they had already gone and financed it leaving no choice for us but to sign (legally they should not have financed without us signing!). When hubby complained as he felt extremely ripped off, he was told that was actually a reduced rate and it was a great fee! We were ultimately lied to about the fees and they did not disclose them to us upfront despite us asking, they just reassured it would be less than our own bank. We also asked about early pay out as we usually pay loans off within a year. Told that was no problem, no charge to do it. Well the paperwork says we pay $750 if we pay out early. Another lie to top if off. Their finance is a huge rip off - but worst of all, they went ahead and financed it without showing us the paperwork or signing it! That is illegal and we have made a formal complaint. It is dodgy sales tactic and has added $2k on to the car price in all their stupid fees. Do yourself a huge favour and never use their finance!!! And if they have ripped you off the same with fancy lies, please report it.
Absolutely horrendous would rate it nothing if I could
I’m writing on behalf of my mum who is paying off the 2018 Vw Golf she had bought from VW Brisbane Australia, from the start customer service is absolutely horrendous, so disrespectful and aggressive and they do absolutely nothing to help. During COVID 19 my mum lost her job and wasn’t able to pay much of anything, she had called Vw to try sort something out as she couldn’t afford the $600 a week anymore, she had called about 4 times a month and was always waiting up to an hour for someone to pick up so she would always leave a call back, my mu...m did not ever get a call back in the 4 months she couldn’t afford to pay her car and the one time someone picked up after 5 months!!!! Of trying to get hold of anyone she received an email saying her car is going to be taken away because she’s behind $5,000 on payments. She sent emails, phone calls, text messages and nobody ever tried to get hold of her and after 5 months they only send an email to get hold of her, the woman who picked up this phone call was horrendous, she was swearing at my mum, threatening to take her car away if she did not pay $1,500 In dept a month not including the $600 she pays for the car a week. My mum hung up the phone because she was being so disrespectful to her and threatening her when all my mum was trying to ever do was sort out her payments. My mum further agreed to a hardship form, Because she could not afford her car which then accumulated to a PAYBACK LOAN and had taken away the value of her car, they did not at all ever mention any of these things when taking out the hardship form and then they further threatened that they would not buy the car back one she’s paid all of her car payment and car dept off, after that my mum has been paying $1100 IN DEPT NOT INCLUDING HER $600 A MONTH SHE USUALLY PAYS FOR THE CAR a month for 2 months as that was all she could afford and then further received an email for her to call them. So today, she called in, we went through 3 people who were the crappiest people I have heard in my life, the first woman we talked to didn’t even listen half way through what we were saying before saying ok let me transfer you and just straight cut us off and on to the next person, then we were taken to another member of the team and she had explained that she had received an email to call them back and then they had asked about my mums work and my mum was discussing how she’s struggling and she can’t afford much but she’s been really trying to pay the $1100 which she has been paying, then mum was saying to her that everyone was being so rude to her and nobody has called her back since leaving call backs and this lady was just saying mhm mhm mhm not even words and she literally said to my mum well that’s not our problem pay up or we will take the car away and then she cut my mum off and transferred her to another person!!!! The last man was an absolute joke just like all the other 3 we had spoken to and the lady before obviously had told him my mum was very upset because as soon as we picked up he was so so so rude to us, he said ‘ we can come to an agreement ‘ and the agreement was to pay the $1100 she had already been paying otherwise they would repossess the car!!!! They are absolutely the most useless company and she or I will NEVER buy from VW ever again... my mum was sobbing in shock to how this man treated us and further told us our car will be repossessed because we’ve got ‘problems’.
Should be called Sutherland RIP-OFF
Not surprised these guys have a 2 star rating. We bought 2nd hand 2010 mondeo in 2018 of Phillip. In first 12 months required fuel filler valve $500, stereo/reverse camera $800, all 4 cheap tyres also needed replacing, 2 thumbs down!!
I called VW Customer support and was told that she would check the required information with her manager and call me back shortly. I did not receive a call so I called again several hours later and was prompted to leave my name and number for a return call as the system was experiencing peak load. Again no call was received so I called a third time to be initially told there was no customer service person there with the name / reference I supplied. After some discussion the operator remembered they had a new staff member by the name I mentioned...but went on to say that they could not confirm any information. When I insisted the operator decided she did not like the way I was speaking to her however she was the one speaking over me and then proceeded to terminate the call. Bottom line is she did not like being corrected by my request not to speak over me. Incidentally this is not the first time I have experienced a total lack of willingness to assist by Volkswagen Customer Support. One has to question what they actually do there? Why have a department in your business that has no function or no identified purpose!
Questions & Answers
Can anyone suggest a competent service place for new Crafter (4motion). In Melbourne. I am quite fearful re above reviews but there is no other vehicle to match and I wonder if new factory to build might offer a better product. Am I a dreamer?
I'm sorry, whilst Berwick VW seem to very excellent in the sales area, we haven't had the car long enough to test the service department.
VW Berwick nearly literally killed me, had my car serviced by them every 3 months, they were consistently telling me they had checked/replaced my brake pads, then less than 1 week after the last service I let them do, I put my foot on the brake and the car kept going, horrible metallic sound, had it checked by a third party, all brake calipers were metal on metal, cost $1600 to fix. AVOID!
Why doesn't VW have a Cherry Red Caddy TSI 220 available any where in Australia? To have to order something four months or more in advance is ridiculous. My dealer in Hervey Bay couldn't even show me a metal sample of the colour. You're colour range on the face book features Cherry Red. I'm very disappointed. All that is available in Queensland I've been told is the Caddy TSI 220 auto petrol is black,silver or white.
We bought a petrol VW Tiguan model 2009 with 106000 km from a dealer near Liverpool. From the day they sold it we had no end of problems and it keeps going into safety mode despite numerous repairs. They would not fix it properly to take it back. This has been going on for 2 years now and enough is enough. I look forward to expert advice. Any ideas?
You need to bite the bullet and get rid of it, allalrernatively you can go to the CEO and request intervention.
I have lodged a claim with VCAT for unconscionable conduct as they don't want to respond to my queries or own up the failures of their staff
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