I have owned VW's most of my life and have never felt so frustrated with my experience as a customer having booked by car in for a service last week. When collecting the car I was told that it may need a Carbon Filter fitted to it, the Service Advisor then proceeded to inform me of the potential cost of the repair at which point I advised him that my car was on warranty. I was then told he would need to check this out and that he would get back to me ASAP, two days lapsed and no update from VW, I made numerous phone calls including two visits to the site asking that the Advisor dealing with my car call me. Given that I did not get a response added to the fact that I could not get through by phone (in a Que for over 20 minutes) I attended for a second time at this point increasingly agitated by the lack of consideration given to me by not calling me. It was at this time that the Manager became involved who showed empathy and offered direction to his Advisor confirming within minutes that my car was covered on warranty and that the work could be completed. However having booked the car in for the essential works on Monday the Advisor informed me that the part was not registered on the system at VW and that they were waiting for confirmation that the part would arrive, it was agreed that the work would be competed today and that I would be able to collect it, I stipulated that I needed the car back today at the latest. At 5pm today the Advisor phoned me to say that the part was in and that it had not been fitted due to not having the authorization from the warranty team to fit it, this after it had been confirmed that I was covered to have the work done, you really couldn't make it up! Needless to say very disappointed with my customer experience to date which brings into question whether I would willingly book my car in again with VW at Horsham?

After buying 5 cars at VW Horsham it's time I recorded how great the staff are. Both sales and service departments are second to none. Today I took car no. 5 in for the first service. I needed the car urgently for 12.00 and had a 40 min walk from home. I had a call at 10.30 to say my car was ready. You can't ask for more than that. If I've had an issue with a car ( which has been very rare) the problem has been addressed immediately.

Very good costumer service at Motorline Volkswagen Horsham.

I wouldn't waste your time taking your car to Motorline Volkswagen in Horsham! My car ended up there after a breakdown and I was told I would be a priority to fix and that they would look at my car first thing on Monday after taking it in on a Friday afternoon. Monday comes around and I receive no updates on my vehicle despite several phone calls to be told Services are all with customers and they would call me back..... all because they were making excuses as they had not even looked at my car despite promises!! When I did eventually hear from them they justified the lack of communication as they didn't have any updates for me so they didn't call me. An update of "we have not been able to look at your car yet but hope to this afternoon" would of sufficed rather than ignoring me! I was then promised another call by the end of the day as my car was now the only one they had to look at and said call of course never happened! Same issues again Tuesday with lack of communication and several unreturned calls. When I eventually did get hold of them they finally told me what the issue was and that they would put it forward to VW to see if they would cover the costs and they would update me. Needless to say the next communication I had from them was that my vehicle was ready late on Wednesday. I've then had to ask who was covering said repair costs as nobody had informed me but thankfully VW and VW Maintenance agreed to split the costs. Nearly a weeks worth of stress knowing I had engine issues and was likely to be an expensive fix could have all been made less stressful by simple communication!!! Don't waste your time here if you can help it.

Picked up my new car yesterday, Ashley explained all the functions to me and showed me how to use them, he was kind and patient, couldn’t have asked for a better service.

The team here are really excellent, they are helpful, patient and very knowledgable about the cars they are selling. They did not put us under any pressure to buy but helped us to find the right car for us. From the moment we walked in we felt comfortable and were introduced to the whole team, Dan, Gavin and Jason did all they could to help in a kind, courteous manner, we have bought 2 golfs from there before so knew the feeling of going to the right people. Dan went through all the specifications of the car we bought several times so we understood what we were buying. Thank you so much VW Horsham, would not go anywhere else for a new car.

The people who work here were very arrogant and unhelpful. No customer service! Aggressive in their manner.