Volkswagen Roadside Assistance

Asked for assistance due engine light on. They supposedly organised the tow & then next day i had a call from them asking if the tow had been arranged. A loan car was then offered after 3 or 4 requests from me but was told it was up to me to pick it up & drop it off at a location over 100km away & the alternate was to hire it myself & claim costs… Read more

back from them. They didnt say how many weeks that might take. This is a typical dont care service which supposedly assists customers. Its a 1 star review for less than 1 star service. All talk & nice pictures & zero accountability.

NEVER USE THIS COMPANY!! I WAS ROBBED AND STILL HAVEN’T BEEN COMPENSATED 4 MONTHS LATER Don’t make the same mistake as me, unless you’re prepared to lose up to thousands of dollars and months of time. Avoid using roadside at all costs, even if it’s with your free Volkswagen Care Roadside Assistance. On the 5th of January 2025 a Sunday… Read more

afternoon, the transmission barrel in my Amarok reached its ends and I was stuck broken down at an IGA in Coomera, an hour away from my home in Brisbane. I made the decision to use 365 Roadside, through my free VW roadside assistance I had acquired from a recent service, instead of signing up to RACQ to get towed home. A decision that at the time I thought would save a few hundred dollars, ended up being a decision that has left me nearly $2000 worse off.

365 Roadside’s customer service in delivering a tow truck was quick, organised and easy and they contacted me multiple times within the hour or so of organising the tow. Before i knew it my Ute was up on the truck ready to go to Brisbane, until I was told by the driver it had to be stored overnight in the tow truck companies holding bay in Yalta, before it could be dropped at my mechanic in Brisbane the following morning as it was a Sunday afternoon. Despite not loving the idea, I didn’t question it as everything prior had been a smooth process. I proceeded to grab the things I would need for the night from the 3 days worth of bags, clothing and other items I had packed for the weekend away from home and watched the driver leave with my Ute.

Little did I know, Roadside had done little to zero research about the company they had been sub-contracting to for plenty of time, and instead allowed the person in charge of their contracting department to sub-contract to ‘Gold Coast Tow Truck Light & Heavy’ based on the, and I quote, “close relationship” he has with the owner of the tow company.

A 2 second google review search on ‘Gold Coast Tow Truck Light & Heavy’ shows the absolutely atrocious reviews their page is riddled with, exposing some of the disgusting actions and customer service they live by and still get away with doing to this day.

All of this was only brought to light when I went to retrieve my belongings on the Tuesday afternoon (7/1/25) from my mechanics, when i opened the back door to reveal the majority of the belongings I had packed had all been stolen by the tow truck driver. After going through my car and noting every item that had been stolen, I was robbed of nearly $2000 of belongings, many of which I’ve since had to repurchase, some brand new at the time including $250 running shoes, $280 rugby boots and multiple pieces of clothing in the $100s which has left me even more out of pocket.

From that Tuesday until today (4 months exactly), I have called Roadside 27 times in an attempt to receive my stolen items back or be compensated for them. Bear in mind, they had zero issues contacting me multiple times within the hours of sorting the tow truck.

It took me nearly 2 days just to be informed of the name of the tow truck company they had sent out as they refused to give out the information, leaving me stranded to investigate and interrogate the tow company myself to try and get any answers or indications as to what had happened.

After about a week, i was FINALLY transferred through to the woman in the 365 Roadside head office who was now overseeing the case and was told by her that she wouldn’t stop until she had solved my issues and the case was closed. I was assisted well by her to begin with, successfully locating and returning my power drill and batteries, as well as being helpful to begin with in getting answers and CCTV proof out of the tow company. HOWEVER, I haven’t been transferred through or called back by her since the 10th of February despite being told more times than I can count that an ‘Urgent Notice’ has been sent through to her office to return my calls, as well as me requesting multiple times within the emails I’ve sent directly to her, within replies to her requests to help ‘sort’ the case.

I sit here writing this review baffled as to how out of the 3 parties involved in this case (365 Roadside, ‘Gold Coast Tow Trucks Light & Heavy’ and myself), with both these large companies and the insurances they have for these exact occasions, 4 MONTHS LATER I’m the only one out of pocket nearly $2000!?!?

I have been nothing but patient, helpful and understanding throughout this whole process just for it to be thrown in my face with this shocking treatment.

365 Roadside, DO BETTER.

Would give a minus if I could. The battery on my 9 month old Amarok died. Called them and was told it would be the next day!! Racq came in 15 minutes. Replaced the battery. Now vw refuses to reimburse me because I did not use roadside assistance or take it to a dealer !!

Hopeless – I rang tonight for warning panel light advice and next steps. The call taker was unhelpful and clearly did not have a clue! She then made the sweeping statement that I should tow my car to the dealer. Ridiculous and very unhelpful. I love my VW but with roadside assistance like this I do not think I would buy another one.

NEVER BUYING A VOLKSWAGEN AGAIN – Lost Keys or Keys got stolen. Car got Towed Got bounced around to different teams for 2 days. Only to find out it’s going to take 6 - 8 weeks for my keys to get reprogrammed again Never given a loan car, they just towed my car. I am a full time working mum and have two kids. And this is the best resolution they had for me.

Sad day for Volkswagen Australia – My car broke down so I called VW Roadside assist. I was then told I would have to pay $100 for them to come as my membership of about 11 years was now several weeks overdue. I told them that I had been paying on time all these years but this year they never sent me a renewal notice. I was told that it was my problem so I called Volkswagen… Read more

Australia who asked me what was my registration number, when I told them they said that this was not my car according to their records. I was then asked for a copy of my registration and my bill of sale when I purchased the car. It is now back in my name. It would seem logical to me that the person whose name it was wrongly in, got my renewal notice. THIS MADE NO DIFFERENCE, IAM STILL OUT OF POCKET $100

Windscreen replacement Sticker – I just called to ask this people for a Windscreen replacement STICKER with the roadside assist number on it (mine peel of) and they won’t help me! Can you believe that? You may think this is a stupid request but my mother is over 60s and in case she needs help with the car can call the number. The Golf is second hand and still registered on the… Read more

previous owner on the Volkswagen website not on the DOT! They need VIN number , names , plate number other details of the car. I provide all of them but still they won’t send me the sticker. FYI I Spent on the car over $6000 dollars at the VW delearship in the last 2 years and this is how they treat their customers because R.A. still part of VW group. You won’t see me again with your roadside assistance. Will spend my money elsewhere.

Disgraceful rip off – The complaint number was issued to me in March 2022, after my car would not start and I was stuck in an emergency situation: 20220410-03635459. However despite contacting Volkswagen Roadside Assist, I continue to wait for an investigation. I was charged a yearly feel plus $100 extra because I had failed to renew my subscription and I did not wish… Read more

to renew my subscription but had no choice. In the seven years I have been driving it, I have never had cause to use the service. Volkswagen Roadside Assist (which is franchised) forced me pay over $300 to jump start my car in an emergency situation. In fact, none of the roadside assistance services I contacted on that dramatic day were under $300 and none would consider a one off option or a payment arrangement. It occurred during registration week and it took me over six months to recover financially. Since complaining, I have received an automatic reply stating: 'thank you for agreeing to provide feedback about the Roadside Assistance service we provided on 25/3/2022, Volkswagen Group Australia'. I have attempted to contact the group several times with the same response. My case has not been investigated and no one has bothered to contact me.