Some VW dealers offer good after-sales service, but Coulsdon is particularly poor. They don’t communicate properly with customers and often ignore contact attempts. It’s easy to see why VW is struggling now. Please, don’t buy VW cars. Despite once being a global No.1 car brand, it’s quickly declining.

I’m giving 1 star as I cannot give O stars. VW Coulsdon did mandatory software updates to my MIB2 infotainment system in my Golf that removed the ability to decode the audio content of DVDs correctly and manually refresh DAB stations. VW Coulsdon also damaged the interior trim to my vehicle and denied all knowledge. When I complained to the ‘aftersales manager’ Kayleigh Falzon, she agreed with every issue that I raised but then did nothing about them stating that according to the VW technical team my vehicle never had these features in the first place despite both me and official VW literature stating that my car had these features. VW Customer Care have admitted that my vehicle was fitted with a fully working DVD player and manual DAB refresh button and that it will now require a further software update which is hoped will fix both issues. Time will tell if this works, but neither my car or my wifes car will ever be going back to VW Coulsdon again. As a side note, the ‘aftersales manager’ Kayleigh Falzon admitted that the dealership had a poor reputation for unsatisfactory repairs, damaging customers vehicles and a higher than average turnover of staff that she was doing her best to rectify. All I can say to that is that in my opinion her attempts to fix these issues are not working.

Got contacted by three different people asking for what I’m looking for when I had an ongoing enquiry waiting for a car to come in.

I was made to feel safe and unrushed at all times. I was treated with courtesy and any questions I had, were answered clearly and knowledgeably. What could have been a very stressful experience turned out to be a very pleasant process.

After being an ardent fan of VW’s and VW dealers for many years that I could always rely on and trust I made the error of thinking All VW dealers are the same, honest, friendly and trustworthy. I went to Coulsdon VW thinking this and boy did I get a surprise! After a series of fairy tales and non-communication, culminating in being told I needed to pay for the car in full before collection and then finally the day before collection that there would be a further delay, enough was enough and I cancelled the transaction and asked for the refund of what is a sizeable chunk of money I was informed that it would take between 5-7 days for the money to appear in my account. So here we are on day 6 (a number between 5 and 7) and it’s still not materialised. The salesman are the front men for the”managers” who pull the strings so I have to direct all my enquiries through them only to be told “I’ll have to ask my manager and phone you back” their manager in turn sits on your enquiry and you don’t get a call back. Well let’s see if it’s a better day tomorrow and that my money is returned in the mean time if you use these people don’t forget (as I did )the ABC of car buying…. A accept nothing. B believe no-one C Challenge everything

I have a current Service Plan with VW Coulsdon. It is all paid for and the service which is due now, will be the last one on this service plan. However, to my utter disgust VW Coulsdon have refused to honour this final service which also includes an MOT. They have come up with many excuses, all of which would have been laughable if it wasn't for it costing me being a few hundred pounds. I decided this company could not be trusted with my car so it is now booked in with a small local company.

I bought a Volkswagen Polo on a lease deal which included a service deal (2 free services). I had the first year service free great and then come to my second they said they can’t find my service deal etc even though I have the evidence. Really poor. Will be writing a complaint letter and taking up with finance company. Put me off going back though. Beware.

Horrendous service from this Garage. Despite spending over £800 in servicing in July they are refusing to diagnose a problem with my vehicle because they say that there's a recall on it which has to be dealt with by another garage. The recall work will not be undertaken for at least two months so Motorline Volkswagen Coulsdon are expecting me to stay without a car for this long. Safe to say that I will NEVER visit this garage at any point in the future. AWFUL way to treat customers.

I have bought cars from Motorline and their predecessors for many years and have all my servicing done there, mostly to a good standard. But for reasons I do not fully understand whenever I have telephoned them to ask for a quote for work to be done they take my number and have never, ever phoned back. Earlier this week I asked for a quote for a cambelt change plus a couple of other bits - quite an expensive job - and was assured of a return call. It never materialised and I realised then that this is their 'thing'. Oh well, there are other garages...