I came for some information and showroom experience of the T-roc cabriolet today. My partner and I were amazed at the terseness of your senior sales exec Matt Telling. I actually felt like he was ‘telling’ me off for not replying to his calls and emails about my enquiry. He made me feel like he was looking down his nose at me asking if I could afford £600 pm for PCP! I apologised to him for not replying to his calls/emails. I don’t always get round to responding as I am a very busy Practice Nurse who has been faithfully served by VW for years. I will not be visiting Citygate Chalfont again. The service in South Ruislip makes me feel like royalty compared to this experience.

AVOID AVOID - SERVICE TEAM MANAGEMENT INCOMPETENT, NEGLIGENT, ABUSIVE Wanted buy duplicate stamped service book by phone & have posted to me. CHARLIE PENGELLY (Service Manager) stated 'Service History Team' would email within the hour stating email documents required. Upon my providing, would be done. 24 hrs - no email. Pengelly too dumb to give Service History Team (Holly) my email address, Holly too dumb to ask him for it. Holly refused my phone call - but left voicemail (to cover ass) during call (on same number) stating email requirements. Within 10 mins I sent (along with dates/miles of services - I knew s/h just wanted duplicate stamped book). 4 hrs later I rang for OK to buy book from parts dept to be handed to PENGELLY for stamps & posting. Holly gone home (4pm), PENGELLY refused to take my call. Passed from pillar to post for 20 mins (4 different people, including 'Team Leader'). Until passed to aggressive 'Senior Service Manager' DREW LAWRENCE, who stated duplicate stamped books could only be issued upon purchaser attending branch (46mls from my home). Exchange as follows:- Me - 'Please explain why both your 'Service Manager' CHARLIE PENGELLY & 'Service History Team HOLLY told me it can be posted, but you now state the opposite. I have expended 3-4 hrs & much stress re this simple matter. LAWRENCE - I refuse to address those issues. Me - Please put me through to MR. PENGELLY. LAWRENCE - I refuse to do so. I will also instruct PENGELLY to refuse to speak with you. Me - If that is the disgraceful states of affairs I will have no alternative but to make a formal complaint direct to VW UK against you and your department. That complaint will include (i) the voicemail message Holly left stating what email documents were required, pursuant to which the s/book could be posted (ii) my recording of this conversation LAWRENCE - 'Do it' So today I will lodge a formal complaint to:- (a) Jonathan Swift, CEO Citygate Automotive Ltd (b) Rod McLeod, Director, VW UK Pursuant to which I shall ensure that I contact & speak directly by phone with both (a) & (b) above I repeat - AVOID AVOID - AVOID LIKE THE PLAGUE

I bought my car Citygate Chalfont store on in December 2019 because my engine light was on. Just before I went there I went into Mr Clutch he checked my car and told me that the problem was possibly the timing chain and that I should take it to the dealership to sort it out. After arriving VW I explained the problem with my car including that I had taken it to Mr Clutch and that they told me that the problem was probably with the timing chain. After checking my car they gave me a list of problems such as throttle body, rear brakes etc and quoted me £1000.00 I told them to fix the problem. I got a call 3 days later saying that they have sorted out the first problems but now need to change the brake cylinder which will cost me £399.00 I got another call I was told the engine light is still on and they need to run a diagnostics to check the engine chain and belt which will cost me £120.00. Once again I said okay, finally they told me that the engine timing chain needs to be changed. It took them 3 days to figure out the problem was with the timing belt whereas the technician in Mr Clutch was able to tell me this in 1/2 an hour without even charging me a penny. After I bought my car home it was still acting differently therefore I took it to Kwik Fit and had it fixed there and they informed me that all you had to do was change the timing belt if you had done that in the first place I wouldn’t have had to pay for everything else. I lost £1519.00 to them for nothing not only that I had to pay someone else to actually fix the problem as well. Do not take your car here, they will not fix the problem but rather take your money and waste your time but will not actually fix anything.