So we went to look to buy a car thinking it wouldn’t be hard but we had a terrible service, no interest shown to us and went to test drive a car but once in the we were told so sorry there’s no petrol in the car so you can only drive round the car pack! Because we wanted a used car and not a New car we got no help, in fact we are still waiting to hear if any car has come available but meantime we gone else where! So dissatisfied with that place.our money was enough.

Firstly... You have to ask yourself what sort of a relationship you want between a Car Salesman and their "valued" Customer! Do you want to be sold a dream lie? Do you want to be over promised and left feeling under delivered? Do you want a Sales team that compel you into buying from them, but once you have, you are made to feel like a commission based statistic and no longer a "valued customer?" Do you want a Salesman that promises to call you on a given day... But never does? And when you try to call him, the phone doesn't get answered... When you leave messages with reception or other members of the Sales team, they inform you that they "will pass the message and get him to call you back!" But he never does. Do you want a salesman that doesn't return 3 missed calls and messages over a period of a week, that you have to physically drive the 1 hour journey (each way), to confront him, unannounced (on more than one occasion), so that you can merely converse, to receive an update? If the answer to the above is yes... Then you have come to the right place! Congratulations and good luck. Secondly... If you are reading this after you have completed your purchase, then you are too late. You may as well scroll on by! Issues with car purchased from new. eight weeks later and 1 out of 3 issues has just been resolved. Progress is being made somewhat at least. All be it painfully & slowly. I feel like I may need to consult my GP for some prescriptive hard drugs, to get me through the next few months, if the first two are anything to go by. Massive issues in communication from Sales to customer. Sales to after Sales. After Sales to customer. Parts to sales. After sales to parts. And just like toying with a rubix cube, I am lost! I have established better communications, from Plateaus and mountain tops in Afghanistan (True story), than Motorline Coulsdon can achieve, from within the same building! It's such a shame. I had high hopes and expectations for the experience I expected to receive. It hasn't happened. In all honesty, I would rather take a S**t in my hands and clap, than have to go through anymore of this gross scale incompetence any longer. That is all!

Motorline Coulsdon - oh where to begin 

Where to start, I bought a nearly new car from their Motorline Tunbridge Wells site, got home and noticed a bit of trim on the front was loose. It wasn’t urgent, So months later when a gearbox problem developed I took it to the Motorline Coulson branch as I only live 3 miles away rather than 20. Despite this only being halfway into the warranty period, I’m quoted £200 to “investigate” the front and £800 to “investigate” an issue with going into 4th gear. So from the get go I’m being charged for a mechanical fault in the warranty period. Despite said warranty still being applicable, and there own website stating that mechanical faults, excluding clutch, are covered. After fighting to get this looked at under warranty, the gearbox had apparently fixed itself, and I was told, “they could not find fault”. Funny that as only a month before it was in need of significant investigation according to their representative, with a significant cost to myself. So I'm told to go to Tunbridge Wells Motorline, to get the front trim fixed. They Replace one of the grills but not the broken one, so its better but not fixed entirely.
 Back to Coulsdon I go, they have the car for 3 days, and tell me that there is nothing wrong with the trim. I will note here that the part was visibly hanging off, you could stick a pencil in the gap. 
So after telling them what exactly is broken for the 3rd time, they have the car for another 3 days. I go to get the car, still not fixed, they had just refitted it the broken part, not replaced the broken part. I was then told “this was the best we could do”. Umm…… you're a main dealer. The best you can do is fix it. Very rude. Also a the rear license plate light clip had broken so it was hanging out. I said I would cover the cost of the part, so what do they do, wedge the broken one in and jam it in place so it can’t fall out. Absolutely disgusting. Especially after offering to pay as I knew it wasn’t covered by warranty. So I phone to raise a complaint. Still waiting for that call back…. I then phone again asking to speak to a manger. He then told me that to buy that single bit of trim I would need to get a whole new bumper….. what ?? Please bare in mind that this part is worth £30 not painted. So I tell said manger about this, and they told me they can’t find the part number on their parts system. After a 2mins search on google I brought the part number up so I don’t quite understand how their own system couldn’t find it….strange….. After I assisted and provided said part number they agreed to paint and fit it. So it goes in to get the new part fitted and the light put in correctly as it should have been done last time. After dealing with the cold customer service once again I am called saying the car is fixed, hooray, well not quite….. I wait for 20mins outside for someone to say are you being dealt with, in the end I gave up and went inside to ask. So it looks fixed this time, but give it two weeks and the new trim part has popped off…..again. 
 Excuses ive heard are that this part is under a lot of pressure. ummmm…. Wait a sec. I know two people who have the same car, and their bumper trim doesn't seem to be under the same “amount of pressure” as both of their bumpers look as they are supposed too. Nothing hanging off whatsoever.

Shame really because I love the car, but every time I look at it I’m reminded of the short comings of the Coulsdon garage. Would I take my car back to Motorline Coulsdon again…….. I don’t think so! 
Would I recommend you take your car here…….. NO!

I got a deal on carwow and Motorline were the best! I visited showroom and choose a new T-Roc. I was told 12 weeks for delivery. After I signed on the dotted line I heard nothing from them at all. I had to chase every fit the finance documents and to confirm the order had been placed. I finally get told it will be available just before Christmas. On the day of delivery ... 30 minutes before pick up I get a call to say you can’t pick up the paperwork hasn’t been completed, car not tax!!! As you can imagine not best pleased!!! Finally get it the week after and get told I will get the mats and boot liner for free and a refund of insurance! The boot liner isn’t for the t-Rox but get told it is and I’m still waiting for the insurance money!!!! Poor customer service!!! I have no confidence in them at all!!!

Thanks Volkwagen Coulsdon team

After 25 years of driving a company car, I had to buy my own car this year. From only having to choose the make, model and colour, I had to now research dealerships, cars and all the paper work that goes with buying a car. A daunting task for a 1st timer. Following several weekends of car shopping I finally went to VW Coulsdon. I met Fardeen, who in my humble opinion was the best person I could meet to take me through the entire end to end process in a calm professional manner. Fardeen stated facts, answered every question, kept me updated and then ensured when I went to collect the car all the paperwork was ready at hand. I thoroughly enjoyed the service from Fardeen and my family and I are very pleased with the car. Fardeen thank you for all the service and I will see you in 3 years for my next car.

Honestly speaking my interactions with all staff was good and helpful. Especially with Fardeen, who worked tirelessly to find a car that met all my requirements which at times seemed impossible. Fardeen proved to be a very patient and thoughtful car salesman in every interaction we had. The informative help I received when looking for a car was genuinely insightful. As a first time buyer I would definitely recommend Volkswagen Motoline Coulsdon to any friend or family member!!! Overall the service I received was of an excellent standard!!!

We are very happy with our new car from Motorline VW Coulsdon, we had good service and Fardeen Lakhani went the extra mile with the help and advice that he gave us. we were offered coffee on many occasions making us feel at ease, we were talked through on more than one occasion what insurance (gap) to have and many extras added to the car that we needed. We took the car out on PSP which I am not a where totally on how it worked Fardeen explained the difference plus gave us details of payments going through Finance company to buy the car. We decided to lease the car as we think this is the way to go forward now days, returning it at the end of 3 to 4 years or making a balloon payment so that we could keep it. Fardeen followed us down the road and put Diesel into the car so we would not run out. I have a personalized number plate which Fardeen helped me to transfer over to the New Car, I am just waiting for the New log book to arrive and Fardeen has said that he will have New number plates made with it on and fix them to the car when I return the old log book for the old car. I could not give my log book in with my car that I was exchanging as I had to send it off with Number plate details.

The customer service at Motorline Volkwagen Coulsdon is nothing but poor. I initially dealt with a Young man who after promising to call found it hard to actually find my number and call me disputed me leaving countless message. This is all further to a replacement tyre they need to arrange. I need thought by escalating the matter to the servicing manage I would get the matter resolved... how stupid was I.. to date I’m waiting on a reply to an email I send 4 days ago and even with resending the same email I’m no nearer to getting s reply on when my tyre will be replaced. COMPLETE SHAMBLES... please stay away from this dealership if you want a good service!