Peter Cooper Group Avis 

I am extremely disappointed with the service I have received from Peter Cooper Volkswagen, Hedge End.

I dropped my car off for a scheduled service on Friday morning. Throughout the entire day, I received no communication or updates from the dealership. It was only after I contacted them myself towards the end of the business day that I was told the service would take 48 hours. At no point before then had any of their representatives informed me that this was a possibility. Had I been told in advance, I could have planned accordingly instead of having to make last-minute alternative arrangements.

When I called again on Monday morning, I still had not received any proactive update. I was then informed that a software upgrade had failed and that the car was in "sleep mode" a term that was never properly explained to me. I was told the repair would take even longer and that they would arrange a loan car.

Since then, no one has contacted me.

I have tried calling the dealership 5–6 times or more. Each time, someone takes my details, and then the call is mysteriously disconnected. Now, the automated message simply says that no agents are available to take the call. It is incredibly frustrating and unprofessional.

I urgently need my car, but instead of providing clear communication, regular updates, or even the courtesy of returning my calls, they have left me completely in the dark. The lack of communication, poor customer service, and apparent unwillingness to deal with customers is unacceptable.

This has been one of the worst service experiences I have had with a dealership. I cannot recommend Peter Cooper Volkswagen, Hedge End, for either servicing or purchasing a new vehicle. I will also be raising this experience with the Volkswagen Group so they are aware of the level of customer service being provided at this dealership.

Avoid if you value good communication and reliable customer service.

I waited two weeks before posting this review to give Peter Cooper VW the opportunity to resolve the issues with my purchase, but unfortunately my experience has remained disappointing.
For context, I purchased a two-year-old used vehicle for just under £30,000. The sales process itself was smooth and professional, exactly what I would expect from a main dealer. However, the handover and after-sales experience fell well below that standard.
Despite requesting it, I wasn’t provided with the vehicle’s service history when I collecting the car. I had also paid extra for genuine VW car mats, but these had been forgotten upon collection (I had to remind VW to fit them). In addition, I paid for £20 worth of fuel before collection, yet when I drove away the fuel warning light was illuminated. Apparently, the tank was so empty that the fuel gauge didn’t even register the £20 that had supposedly been added, which was quite surprising.
The parcel shelf was also missing from the vehicle at handover. I was assured that one would be supplied, but two weeks later I’m still waiting for one.
It took a week to receive a copy of the service history, something that should’ve been supplied with the car and I’m still chasing the outstanding parcel shelf, with now zero response from Peter Cooper VW - this is my biggest gripe as I’ll now have to spend extra money buying a new one.
Ironically, I’ve since discovered that the salesperson had completed the customer satisfaction survey on my behalf, awarding themselves top marks across every category. This completely undermines the purpose of customer feedback and left a particularly poor impression.
The car itself is excellent, but the overall handover and after-sales service simply haven’t reflected the standards I’d expect when spending nearly £30,000 with a VW main dealer.
The surprising thing for me is that Peter Cooper VW were aware of our plans to purchase a new Tayron to replace our other family car, but yet, had failed to make this experience one which we’d want to repeat.

I purchased a 2023 Golf R from their Chichester branch late last year. Within weeks, the car suffered sensor failures, a water leak, transmission overheating, and repeated engine warning lights. VW Assist eventually discovered the car had been remapped by the previous owner, something the dealership claimed they “didn’t know.” That excuse is insulting. A reputable dealer should always check this.

Trying to escape the nightmare, I accepted their offer of a Touareg R, trusting their promises to “do better.”
£50,000 later and less than a month in, the engine management light appears.
VW Assist found:Front driver assistance system no communication, Fuel pressure sensor faulty operation, Knock sensor signal too high. Square one. Again.

The head of business personally took the car to Portsmouth, promising resolution. Instead, I was told “no faults found,” despite providing the VW Assist report and a photo of their own diagnostic machine showing the faults. Then Max, the service advisor, admitted they did find a fuel pressure sensor fault — but dismissed it as “just an error,” refusing to act because it “only happened once.” More contradictions. More lies. VW’s Executive Office even offered to cover the cost of replacing the fuel pressure sensor, yet Greg, the service manager, refused, insisting nothing was wrong despite clear evidence.
Their final excuse?
They don’t trust VW Assist’s diagnostics the very service Volkswagen instructs customers to rely on. It’s absurd.

This dealership has shown:
Zero accountability
Contradictory explanations
Dismissal of documented faults
Refusal of manufacturer‑approved repairs
A shocking lack of technical competence.
I’ve never experienced such a blatant disregard for customers or basic professionalism. If you value your time, money, or sanity, stay far away from this stealership.

Just wanted to say thank you to Sam Langford who works at VW Shirley, Southampton who kindly helped me with tyre pressures to my car without making me feel useless. With all new cars having too many gadgets, he sorted the problem and explained what I needed to do in the future. My experience at the Shirley branch has always been positive so thank you again.

Collected the car (500 mile round trip) that was advertised as being in immaculate condition and there was damage all over the back of it, car had not been valeted and a chip in the windscreen. Over a year later and I’m still trying to get these issues resolved.
This has been by far, the worst customer service I’ve ever experienced, staff are rude, sarcastic and unwilling to help once the sale has gone through.
If I can offer anyone any advise, it’s do not purchase a car from here.

Great service from John Woodcock at your Chichester Garage. A pleasure to buy a car from !

Bought a new car from Peter cooper on Shirley Southampton all went very well and the sales guy Sam A was really helpful in communicating every detail

Many thanks

I went to look at purchasing a car, Sharday Wray, assisted me, she was amazing, took her time, explained everything to me.
When I was struggling with a document, I came in with no appointment and she sorted it for me.
The manager Rob was very pleasant, helpful and made me feel very welcome.

Great service from Katherine from start to finish. We had enquired about test driving an omonda 7 via email as we was away on holiday at the time. We was contacted by Katherine and booked in for a test drive. When we arrived at the show room we decided the Omonda 7 was to big for our needs and a test drive was arranged in the 5 with no problems. Katherine was very knowledgeable and helpful. Answered all our questions in a courteous and professional manner. Sale manager Rob was also very helpful in sorting other queries and advising us to contact Davy in the service department on an future questions we may have. Fantastic service all round.

We bought a Jaecoo 7 and had Sam helping us through the process. He was very helpful and friendly throughout, and answered all of our questions.
Really recommend buying a car from here, lovely team

Bought a golf of these guys on Feb 3rd 2026 travelled from grimsby bought top model pan roof dyno audio anyway I noticed within 2 days the dyno system was losing bass and cutting out ran peter cooper basically told not our problem use ya warrenty I thought fair enough now my car has been in twice at vw derby and they can't fix it infact they told me not there problem contact peter cooper now after nearly 4 months they want to come and collect the car and take it to Southampton unfortunately there 4 months to late blatant breach of consumer rights 2015 they've had the car at vw twice no courtsey car nothing im really shocked how bad I've been treated go spend ya hard earned money somewhere else cause once they have ya money they couldn't care less looking forward to your response peter cooper

Sam Attwood was excellent from start to finish. When entering the dealership he came over and introduced himself, offering any help needed. He was knowledgeable, accommodating and friendly. He didn’t push the sale of any car, he asked questions to understand what was needed and why. He was very patient while a decision was made on which car we wanted to purchase. Most importantly he did what he said he would do, he called when he said he would, he replied to e-mails in a timely manner. I feel confident going forward in the aftercare I will get from Peter cooper in Shirley based on the experience I have had during my purchase, there is clearly a good culture on site.

We dealt with Katherine during our purchase of our Omoda 5. Katherine was very very helpful and quick to respond and get everything sorted for us. We would highly recommend.

After Christmas we went to Peter Cooper to discuss leasing a car. Unfortunately the gentleman who deals with this was not there. However a lady came down and was organised and we talked through multiple options. We then heard nothing for a good 3 wks. We called and chased, we again called and chase a further 3 times but NEVER got a response. We have missed out on other deals for other cars dealers because we were "waiting' for their response.

We were promised many times someone would get back to us, but ultimately they were highly unprofessional by not getting back to us. Looking at other reviews it seems to be a regular problem.

Wouldn't want anyone else to waste their time, so don't bother asking to lease a car their, it just leaves you very disappointed.

Service is Rubbish =(
Only giving 2 stars as they fixed some of my car!

Purchased an Electric Mokka from Steven Grove at Jeep Horsham. This was a online enquiry and followed up with Steven calling me promptly, he couldn't be more helpful, giving me a personal video of the car, I lived 600 miles away and he kindly offer to have me collected at Gatwick and taken to see the car and if it didnt suit us they would take us back to Gatwick. The pick up was smooth and perfect, the driven was very nice and pleasant, then taken to the garage and the car was presented perfectly the valeter does a great job of detailing the car. Given a test drive and no sales pressure. Steven went over the sale quickly and we were on our way home. I forgot the charge cable and Steven had it posted to me within a day.

Fantastic service from Steven Grove very professional and easy to deal with. I would highly recommend using him, his team and the company, so, so much better than the car supermarkets to deal with.
Thank you for a lovely car and nice experience. :)

We cannot praise the staff at Peter Cooper Southampton highly enough, especially Katherine, no pressure selling, listened to our questions gave us time was very knowledgeable and polite. Our journey from the initial enquiry to driving away in our new Jaecoo was seamless.
Thank you.
Would we recommend Peter Cooper, most certainly.

Perfect customer experience, I can not fault them from start to finish. Part exchanged our car and picked up our lovely new one today. A big thank you to Peter Cooper shirley but especially Sharday who was amazing throughout.

DO NOT BUY FROM THEM, DO NOT USE THE SERVICE DEPARTMENT IN CHICHESTER!!!
The service received from Jaecoo and Peter cooper has been horrific, my car broke down on the motor way in November after owning the car for 2 months, no warning on the dash it just turned off on the motorway while driving, contacted RAC and they came out and said the 12v was potentially faulty but they couldn’t check properly as they can’t connect to Jaecoo, then to be told Jaecoo don’t offer towing to the dealership, the lovely RAC man got the car driving and followed us to the dealership as he was worried it would breakdown again.
Peter Cooper looked at the vehicle and said “no fault found” we took the car back and it started developing a loud knocking noise that was getting worse, brought it back to Peter Cooper to be told “no fault found” my husband collected the vehicle and asked a tech to road test with him and suddenly they can hear the noise but we have to rebook… rebooked the car to find the top mount and bearing has failed but apparently this isn’t safety related and we have to continue driving the vehicle as they aren’t liable to let us use a loan car as it still drives! Me and my husband are both in the motor trade and being an advisor myself I know that a failed top mount is an MOT failure but they won’t take liability if something happens to the vehicle but they want us to collect it… we refuse to collect it and go months without a loan car as they can’t get hold of the part required, contacted the finance company and this kept getting delayed at Peter Cooper refused to send any job cards to them, the care then fixed and we go to collect to be handed the key and be told to collect it from the COMPOUND up the road from the dealership, not even the courtesy to bring the car on site…. We then find the car covered in bird lime, dirt, mold, scratches, not cleaned or looked after while in there possession, I brought the car back in and the service manager refused to come out and speak with me, he got a sales man to deal with it who also agreed with me that the car was absolutely disgusting…
They are aware I’m heavily pregnant and have been struggling with driving this vehicle due to its unreliability and they still continue to treat us like we have bought a cheap used old vehicle with no warranty that we have owned for years, not a car that I’ve had 3 months use in total. I asked for a call first thing to discuss the damage and dirt on the vehicle and obviously I haven’t heard back but that would just be wishful thinking….

Katherine Hamblin was very good in customer service. Good listener to understand our needs and was happy to make recommendations and give good advice. Great communication to keep us updated.