Volkswagen UK Avis 64

I have now been without my car for over 11 weeks!!! My T-Roc was only 10 months old when it went in to VW. I was told that it was an electrical fault and that the car needs a complete new dashboard which has to come from Germany. I was originally told it would be fixed by February 24th but on ringing on that date was told that the part had not even arrived in the country. Customer service has been absolutely appalling with no updates until a couple of weeks ago when I had escalated my complaint. Yet again this week I have again not heard anything from VW. I am absolutely disgusted and cannot believe that I would still be without my car after nearly 3 months!! Over the last 20 years I have had at least 13 cars from VW and feel that this loyalty should be worth far more than the appalling service I have received.

Very poor experience with the Crowson Spalding VW service team at this franchise. I brought my vehicle in for investigation of a potential safety-related issue. After the investigation I was told it was not a warranty matter and that I ‘should be charged anyway’. Whether or not it fell under warranty isn’t the point, as a customer raising a genuine concern, I would expect professionalism and respect. Instead I received a defensive response and unprofessional tone and language. Not what I expect from VW or from a dealership representing the brand.
I do not recommend this branch and question the VW service as a whole.

VW Group UK after sales service is terrible. Marshalls VW Milton Keynes service department is uncontactable. Complained to VW Group UK and they've been obtuse, unhonest and currently uninterested in communicating any further with me regarding the URGENT manufacturers recall. Note: no abuse from my side. Having had many VW's, this'll be the last one I'll have, and I'll be going back to either Citroen or Peugeot UK as customer service from them has historically been exceptional.

After this experience I’ll never entertain VW again. Customer service is nonexistent they don’t log complaints and point blank refuse any liability regarding my issue. After my wife was nearly killed by the sunroof exploding the other day this company has done nothing to help the situation. ( and before they come back with some sorry excuse that it was a stone or other flying debris the on going class action against them regarding exploding sunroofs says it all) a quick google search shows you everything you need to know on that. The local dealers JCT600 in Hull must stuck in a time warp as they apparently haven’t seen or heard about any such cases. So I now have a 2 year old car with a hole in the roof that they want £1700 to sort out, knowing full well there is an issue with the units.
The customer service is a hideous experience just a call centre in India I think staffed by people who will just hang up on you or haven’t got a clue what they are doing. After this experience is sorted out no doubt at my own cost VW will be consigned to the dustbin and I will be looking to a different brand for future cars.

I am writing this review following an extremely disappointing experience with both Volkswagen UK Customer Services and a franchised Volkswagen retailer operating under the Volkswagen Approved Used scheme.

I purchased a Volkswagen vehicle which was sold as a Volkswagen Approved Used car. Vehicles sold under this scheme are marketed as having undergone a comprehensive inspection and preparation process designed to ensure that they meet Volkswagen’s quality and compliance standards before sale.

Unfortunately, my experience suggests that these standards were not met.

After purchasing the vehicle it became apparent, based on the service history documentation provided with the car, that there was outstanding service work due within a short timeframe of the purchase date. This raises serious concerns about whether the vehicle actually met the eligibility criteria required to be sold under the Volkswagen Approved Used programme.

Despite repeatedly requesting documentation relating to the vehicle’s pre-sale preparation and inspection – including the multi-point check (MPC) sheet – this documentation has still not been provided.

The absence of this documentation is particularly concerning because one of the key checks within the Approved Used inspection relates to whether all service work due within a specified period has been completed prior to sale.

If this work was not completed, then the vehicle should not have been sold under the Approved Used scheme. If it was certified as compliant despite outstanding service work, then serious questions arise about the integrity of the inspection process.

Equally disappointing has been the handling of the complaint by Volkswagen UK Customer Services.

Over the course of several weeks I experienced:

• Missed scheduled call-backs from Volkswagen Customer Services
• Repeated lack of responses to calls and emails
• Minimal proactive engagement with the retailer
• Requests from Volkswagen asking me for updates on the situation with the dealership — something that should clearly be managed by Volkswagen when they are handling a formal complaint

Information obtained through a Subject Access Request suggests that Volkswagen UK's involvement with the retailer has been extremely limited, despite the seriousness of the complaint and the fact that the vehicle was sold under a programme that carries the Volkswagen brand.

Volkswagen promotes the Approved Used scheme as providing reassurance and quality control for customers purchasing used vehicles through franchised retailers. However, when a customer raises concerns that a vehicle may not meet the scheme’s own criteria, it is reasonable to expect Volkswagen to take an active role in ensuring that the standards associated with its brand are upheld.

Unfortunately this has not been my experience.

At the time of writing the situation remains unresolved and the vehicle remains unused while a significant amount of money remains tied up in a car that may not comply with the standards it was sold under.

I hope Volkswagen UK reviews how complaints involving vehicles sold under the Approved Used scheme are handled in future, and ensures that customers who rely on the credibility of the programme receive the support and oversight that the Volkswagen brand implies.

Further to this, Volkswagen UK Customer Services have indicated that a franchised Volkswagen dealership selling a non-compliant vehicle under the Volkswagen Approved Used scheme is effectively a matter solely between the customer and the dealership.

A consumer would reasonably assume that where a vehicle is sold under a branded manufacturer scheme, Volkswagen UK would have some degree of responsibility in ensuring that franchised retailers comply with the standards required by that scheme.

A consumer would also reasonably expect that concerns regarding potential non-compliance with the Approved Used programme would receive meaningful oversight and engagement from Volkswagen UK, rather than being dismissed as solely a matter between the customer and the dealership.

Finally, a complainant would also expect that updates provided by Volkswagen UK during a complaint investigation would be accurate and reflect the current situation, rather than information that appears to be significantly out of date.

This company used to make the most reliable cars in the world that were easy to work on & faults rarely occurred but the new euro 5-7 cars are absolute trash ! At £200 per hour labour costs & £200 just to watch a child plug in a computer to your engine has become infuriating ! Stay away from all EU cars ,planned obsolescence is not acceptable KARMA will be delivered

📢 Volkswagen UK: My 5-Month Nightmare – No Response, No Accountability
I have now spent 5 months trying to resolve a serious issue with my Volkswagen Golf Style TSI eHybrid (2023), PCP Agreement 440154921378, Formal Complaint Reference RET-1223437, customer service reference 06600215. I did not want to make this public, but after repeated failures to engage, this is my last resort. Everything shared is 100% truthful, accurate, and documented.
Timeline – The Beginning
8 November 2025 – First Fault
While driving, my dashboard lit warnings: the high-voltage battery coolant was completely empty. The RAC technician, with 25 years’ experience, said he had never seen a battery coolant completely empty. The battery was at risk of overheating. Volkswagen locks this system, so I could not have caused this.
14 November 2025 – Technician Investigation (Alex, JCT600 Wakefield)
Alex could not find a fault and hypothesized an airlock in the high-voltage coolant system due to incomplete factory filling. No leak was found, Volkswagen confirmed no leak, but the system clearly failed without explanation.
8 December 2025 – Electric System Failure
The car broke down again with an “electric system failure” warning, forcing another visit to JCT600 Wakefield. I had informed them on 8 December of planned travel to France from
14 December. The courtesy car provided had only third-party insurance, so I could not take it to Europe.
This is the start of 5 months of repeated failures, prolonged repair, and zero accountability from Volkswagen
What Frustrates Me Most
I am paying £503/month for a vehicle I cannot safely use.
Multiple formal complaints since 30 December 2025 have been ignored or inadequately addressed.
Volkswagen Customer Resolutions led initially by
Shaqeelah Assure and then by Customer relations manager
Anela Tshwela claims I was “kept mobile” — being mobile is not the only obligation under a PCP or consumer rights.
I will continue this story over 4 posts, documenting every failure, ignored complaint, and financial loss.
⚠️ Next Post in 2 days: detailing repeated repair failures, courtesy car issues, and European holiday disruption.

Absolutely highly recommend Volkswagen hereford Krystian listened to what I needed and accommodated me immediately first car he showed me had everything I asked for and purchased it straight away. He explained everything clearly to me and didn't hard sell (which i hate) he just listened and produced!

Update 23/02/2026
I wanted to share that a few months after buying my brand new VW ID 4 I’ve had two issues, one of which required me to have my car software updated for two days. I’ve also had my car broken into whilst parked on my street and when I keep my keys in a secure bag. I emailed VW for support on this and heard nothing back. Regarding the second issue which requires me losing my car for 2 days, the nearest booking with a courtesy car is May. I have found the CW after sales / care very very poor and it’s very disappointing.

Trying to buy additional warranty. Wrong details re car on file. Customer services which is clearly outsourced totally useless.

Wasting my breath. Last VW if I have a say.

Bought an ID4 6 months ago. A faulty actuator meant that I could not access the charging port and a recent fault means that the central locking is unavailable and will sporadically unlock when driving. This fault has led to a recall. X2 manufacturing faults in 6 months. Poor quality and unsafe product - do not purchase as a family car.

On Monday 12th January 2026, Bought a VW Tiguan Elegance from Lookers, Battersea. All seemed OK. Even if there were issues, dealer said that VW Warranty would fix them. On Tuesday, the gearbox went in to emergency mode, (going in to 2nd gear at 60mph) and the starter refused to work half the time. Tried it again on 13th. Same issues. Called for VW Warranty breakdown help. VW Warranty help could not come until Thursday 15th. Turned up nice and early. Told us that the gearbox system was broken. Plus, car needed a new starter. They took the car to VW High Wycombe. VW High Wycombe did a video and written report. VW Warranty rang. They would not pay for the gearbox issues as the dealer had known about them from November.
VW Battersea rang and said they would not pay for repair, as it would cost them too much. Many phone calls. Lookers refused to pay for the necessary work. We do not trust them to touch the car, as they had known of the problem for MONTHS, but sold us the car as being in Very good condition.
We have written to REJECT the car.
I suspect both the police and Trading Standards will be very interested in this.

Brand new VW, broke down on day 7, 3.5 hrs for VW Assist (the AA) to attend. They got it going and offered to follow me to my nearest dealer for a required repair but I opted to just take it in myself the next day and release the AA - big mistake

My nearest dealer - which wasn’t the one I bought from because they didn’t have the franchise for the vehicle I purchased - did not want to know and offered me an appointment in 2 months

I called VW UK who suggested I just go to a public charger, plug the car in to replicate the fault and then get recovered to the dealer who would then be more likely to assist - this is madness!

In the end I had to take to the dealer I bought from who were miles away just to get a fault that existed from day repaired.

Having had BMWs for over 20 years where they protect the brand, VW are just shambolic. Dealer only care about their own group not the brand

Appalling customer services from Johnsons VW Liverpool, booked my VW id4 in for an urgent .Gov notification recall.They charged me £180 told me the SOS was faulty( I already.knew this as there was a dashboard icon and in car message).They told me they couldn't.do the urgent.recall until the SOS was fixed and the cost would be £2400 (as my car was just out of warranty).I complained to VW UK, they emailed Johnsons asking them to carry out the recall according to .Gov spec.Johnsons didnt even bother to respond to VW UK.THEN. I recieved another email telling me my car wasn't registered in my name( V5 document sent.straight back to them).Now ive been.driving round in a dangerous car ,and no one at VW taking responsibility.I will now be starting a civil case in the small claim court against VW.
Gave 1 star as you cant give them 0

Went to Group 1 Manchester branch on 9th January 2026..

I called weeks before my appointment to let them know my hybrid car wasn’t charging. They booked me in — fine.

Dropped the car off at 9am. At 2pm they ring me to say the car is charging and everything is “fine”. Turns out they were too useless to check both the fast charger and the normal charger. I had to be the one to prompt them to do their job properly…. (This is just the start)

An hour later customer service calls back to say their fast charger doesn’t work at that site, and I’ll need to rebook or take it to another branch.

1. Why couldn’t they show some urgency and take the car somewhere else themselves to get the fast charger checked?
2. If they had anything about themselves, then you’d prepare everything in advance and ensure that all the charging stations would be working prior the customer arriving?
3. If they did No.2 then you could have sent me to a different branch instead of wasting my time.

No accountability from anyone on the phone. No urgency to actually solve the problem. They even claimed they’d “done their job properly”.

I know all the old managers have left this branch recently so clearly whoever has been hired has zero experience in customer service and nothing about them. Literally, the worst customer service I’ve ever received.

In April 2023, I purchased a “VW Approved Used” vehicle from Vertu Volkswagen Leeds for £12,372, advertised with a 2-year warranty.
To this day, I have never received the promised Approved Used multipoint check report (VW’s official website states this should be provided on collection). This raises serious doubts about whether the car actually met Approved Used standards.
Within months of purchase, multiple serious faults emerged:
• Air conditioning failed completely (first noticed in June 2023, repeatedly failed despite re-gas)
• Both low-beam headlights stopped working (discovered August 2023, failed MOT in 2024)
• Multiple failures to start properly
All issues occurred within 6 months of purchase, so under the Consumer Rights Act 2015, they should be treated as present at the time of sale.
The complaint process was lengthy and frustrating. The Motor Ombudsman upheld my complaint regarding the missing pre-sale check report, confirming it breached the Vehicle Sales Code.
Overall experience has been extremely disappointing – I feel misled and have lost trust in both Vertu and the Volkswagen brand.

I had no issues with my vehicle until the engine warning light came on. Citygate Ruislip carried out a diagnostic check and confirmed that urgent repairs are needed. The faults identified—the EGR cooler and tailgate wiring loom—are well-known issues on VW vehicles, so I believe Volkswagen should offer a goodwill contribution.
Citygate advised me to contact VW Customer Service, but despite already paying for diagnostics, I was told I must pay for further checks. This was never mentioned by Citygate, and if the repairs are “urgent,” they must have already assessed the faults.
This has left me feeling that VW is adding unnecessary charges. After raising this with Customer Service, I have been ignored for days, and although my case is now “escalated,” no resolution has been provided.
Meanwhile, I’m worried about driving the car and have had to hire a vehicle at my own expense, adding financial stress and impacting my wellbeing. I feel I’m being passed around with no real support.
This situation is unacceptable.

Earlier this year, I purchase a Tiguan that turned out to be sub standard. The retailer, the repair garage and VW UK, will not take responsibility for this. VW customer services is SO poor that they contradict themselves. NEVER again

Purchased a VW ID3 a year ago from Parkway VW and on delivery had so many issues. I had to return the car so it can go back to get repaired as it clearly wasn't checked pre delivery!

Then a year later, after it's first service and health check, the 12v battery failed and I was told it'd cost me £500 to repair!

So basically the larger batter drains the smaller battery which is a clear defect but VW won't put it under warranty as the car was a 21 plate (over 3 years) and a used car I purchased last year. In good faith, i expect a used car to be reliable especially a battery as ive never had issues so soon after buying with a petrol or diesel car. Service dealer, supplying dealer or customer service did not want to take any responsibilities and left me with a huge bill.

They first told me they will support with a £100, then escalated to say I'd likely get more so when it was escalated, they came back to say I'm now getting nothing!!@

Will I buy another car from VW? NO.

BTW Did I mention that the brakes are horrendous.

Honestly, it's dealers like this (cowboys) that end up going bust and this is exactly the reason why. Awful customer experience and service.

My Vw T roc was due an mot at Citygate High Wycombe straight away your greeted at reception Naseem Maneger relaxes you with refreshments on.offer couldn't meet a nicer guy.