Western Volkswagen - Newbridge

Andy F.

Recently purchased a vw Tiguan, agreed purchase based on 4 wheels refurbed and a full valet. On collection 3 wheels had been refurbed and one touched up, it sticks out a mile! The standard of valet was horrendous, finger prints, stains, crayons and sweets still in door pocket. Previous owners paperwork in seat pockets. Green algae on window seals, tyres dripping with tyre gel(was all over side of car when we arrived home), car was wet on collection so it looked ok at a glance. We were told we would recieve a courtesy call next day, never happened. Week and a half later still no documents through,apparently still sitting with admin "they will get them sent out within the week"!! Very dissapointing service from a high profile dealership. Obviously taking profit over customer satisfaction!
May I just add the salesman was excellent, pity the rest dont follow by example.##Update, was told by management we would get a call from garage to arrange valet and the 4th wheel refurb, weeks later... zero contact!! Goes from bad to worse, very poor to say the least on a 28k car.

Steven G.

Big shout out of Andy who sorted us out with a new ID4. Quality experience, a genuinely nice guy and we were treated as people not objects. An asset to the business!

Daniel W.

We bought our car from here several months ago and it has to be the best dealership experience we’ve ever had.
We’d previously had a negative experience buying from a different company, so we were tentative and on guard going to dealerships again, but the staff here were so understanding. The person we dealt with was sympathetic of this and made sure we were comfortable and fully informed throughout the entire process.
It may seem dramatic to say this, but our experience here was so pleasant and refreshing that it completely changed our opinion on what buying a car can be like.
If you’re looking to get a new car and want to be treated fairly, listened to, and understood, then this is the location to visit.

Henry C.

Took my car in Monday 7 days ago for some work. Did the contactless drop off as no one was available - that was quick & efficient. Got a call on the Tuesday where I advised on a question they had. Phoned later that day & every day since (multiple times) to be consistently told all service advisors were busy and I'd get a call back. I've not had a call back as promised each day.

I've escalated it to Volkswagen UK as I simply don't know what else to do. Thinking I may have to take time off work to go in person to the branch because I can't communicate with them any other way... Really shocking customer service, honestly - 6 days with no contact - no idea what's going on with my car!

Dave

Helped today by Michael on the service desk and have to say his level of service was exceptional. Kept up to date the whole time and everything explained clearly even remembered me as soon as I walked in. Very impressed by this level of service

William T.

Was in last week for a service on my iD5. Lilias was terrific at looking after me from start to finish., I also got help with the central locking so I could open all the doors not just drivers door when using key less entry. Would recommend!

Peter D.

AVOID AVOID AVOID.
Charged over £100 for a repair on a vehicle under warranty and the issue has returned less 48 hours after picking up the car.
Dont waste your time. Spend days calling to never get a call back. Eventually pick up my car and stand around for 40 mins for something that should have taken no more than 2 mins.
Asked for a receipt to be emailed and still waiting. Never seen such a big company run so badly, its an absolute joke.
Tried to open a complaint through email and phone and still no reply, will be contacting The Motor Ombudsman asap.

Boris K.

Please, go to a more customer-oriented VW dealership when your car needs a repair or is being serviced; otherwise, you may end up with a higher invoice than it should be! I bought a used Golf there with an extended warranty. But when I had my first issue with the car after a few months when I bought it, the front park sensors were defective. They reported 3 to be faulty, also in the video assessment. Unfortunately, park sensor issues due to chippings are excluded from the warranty. But the disappointing fact was that they also charged me a 4th sensor without the detail or proof that this was damaged by the exact cause, just for their convenience. Even when I asked, the service manager didn't bother to find out.