I brought my car in on Monday 24th where it was inspected. It was confirmed that it needed a new DSG Mechatronics unit and I was told it would be fixed by Thursday 27th and that I could picked it up.
I rang the branch on multiple occasions (over 15) to try and gain an update on the car, and to confirm that my car would still be returned on the 27th, as initially stated. As I was unsuccessful, I had to ask my girlfriend to visit the branch to gain an update where it was confirmed to her that the part was not in stock and a delivery date for the part was unknown as well as a collection date for my car . I would have expected this to be relayed to myself via a telephone call , and not for me to have chase this myself.
Had I known this initially I would arranged transport for the week and not relied upon taxis - which was costly.
I understand that the availability of parts cannot always be guaranteed, but the lack of communication from the service team has let this situation down. I also found certain service staff to be abrupt and unhelpful in resolving the situation. I was told on several occasions that the let down of communication was due to understaffing of the desk. All times in which I visited the branch , staff members were sat on their mobiles at the front desk.
I have previously used VW Altrincham and had a great experience , it’s a shame that my experience this time around was not to the same standard.

I was shopping for a used Golf as a second family car - for school runs, supermarket trips, etc... I found one at Group 1 Volkswagen Altrincham. Although the car was further away (35 miles from my home) and higher priced than comparative vehicles with other car dealers, I decided to purchase it based on the peace of mind provided from buying from an authorised VW dealer which includes a "multipoint check". I collected the car on 16th July but noticed on the way home that the air con was not working. Although this was a minor annoyance, I returned the following day to have the air con recharged (70 mile round trip). On 17th July, on the drive home from having the air con recharged, all the lights on the dashboard came on. Some of the car's functions did not work. Not the safest experience while driving on the motorway, and this time more than a minor annoyance. After holiday, I returned the car back to be fixed on 4th August (another 70 mile round trip). This issue was apparently caused by a faulty sensor. The next issue was a fault with the engine coolant. This required another visit to Altrincham (another 70 mile round trip). While this problem was being fixed, the mechanic working on the car noticed that water was collecting inside the boot. This meant the car needed to be booked in again for further work... This time, there was apparently a drainage hose missing from the car which meant that water gathered inside the car. This time, besides the fuel costs of another 70 mile round trip, we received a bill for £388 for a replacement hose. We have a 12 month warranty on the car but this issue was apparently not covered, despite the drainage hose missing entirely from the car when we purchased it. We have had the car for less than 4 months but I can confidently say that purchasing it from Group 1 Volkswagen Altrincham has been an overpriced and frustrating mistake.

I was shopping for a used Golf as a second family car - for school runs, supermarket trips, etc... I found one at Group 1 Volkswagen Altrincham. Although the car was further away (35 miles from my home) and higher priced than comparative vehicles with other car dealers, I decided to purchase it based on the peace of mind provided from buying from an authorised VW dealer which includes a "multipoint check".
I collected the car on 16th July but noticed on the way home that the air con was not working. Although this was a minor annoyance, I returned the following day to have the air con recharged (70 mile round trip).
On 17th July, on the drive home from having the air con recharged, all the lights on the dashboard came on. Some of the car's functions did not work. Not the safest experience while driving on the motorway, and this time more than a minor annoyance.
After holiday, I returned the car back to be fixed on 4th August (another 70 mile round trip). This issue was apparently caused by a faulty sensor.
The next issue was a fault with the engine coolant. This required another visit to Altrincham (another 70 mile round trip). While this problem was being fixed, the mechanic working on the car noticed that water was collecting inside the boot. This meant the car needed to be booked in again for further work...
This time, there was apparently a drainage hose missing from the car which meant that water gathered inside the car. This time, besides the fuel costs of another 70 mile round trip, we received a bill for £388 for a replacement hose. We have a 12 month warranty on the car but this issue was apparently not covered, despite the drainage hose missing entirely from the car when we purchased it.
We have had the car for less than 4 months but I can confidently say that purchasing it from Group 1 Volkswagen Altrincham has been an overpriced and frustrating mistake.

I was shopping for a used Golf as a second family car - for school runs, supermarket trips, etc... I found one at Group 1 Volkswagen Altrincham. Although the car was further away (35 miles from my home) and higher priced than comparative vehicles with other car dealers, I decided to purchase it based on the peace of mind provided from buying from an authorised VW dealer which includes a "multipoint check".I collected the car on 16th July but noticed on the way home that the air con was not working. Although this was a minor annoyance, I returned the following day to have the air con recharged (70 mile round trip).On 17th July, on the drive home from having the air con recharged, all the lights on the dashboard came on. Some of the car's functions did not work. Not the safest experience while driving on the motorway, and this time more than a minor annoyance.After holiday, I returned the car back to be fixed on 4th August (another 70 mile round trip). This issue was apparently caused by a faulty sensor.The next issue was a fault with the engine coolant. This required another visit to Altrincham (another 70 mile round trip). While this problem was being fixed, the mechanic working on the car noticed that water was collecting inside the boot. This meant the car needed to be booked in again for further work...This time, there was apparently a drainage hose missing from the car which meant that water gathered inside the car. This time, besides the fuel costs of another 70 mile round trip, we received a bill for £388 for a replacement hose. We have a 12 month warranty on the car but this issue was apparently not covered, despite the drainage hose missing entirely from the car when we purchased it.We have had the car for less than 4 months but I can confidently say that purchasing it from Group 1 Volkswagen Altrincham has been an overpriced and frustrating mistake.

Natasha has been extremely helpful and efficient in arranging the transfer of my new vehicle from your Chelmsford site. The handover was handled very professionally with excellent customer service throughout. Thank you for all of your help.

We seem to have been sold a faulty car. Within the first 3 days of ownership of the car, twice we have reached out to the dealership for fixing a faulty tail light and significant issue with the front windscreen demisting. All seem to be related/caused to water ingress in teh car.
We are busy working professionals, we cannot make frequent trips for recurring repairs. Given the number and severity of issues within the first few days, we are concerned that the car may have been sold to us with faults. We are considering our options, including returning the car or escalating through the Motor Ombudsman UK and our bank, but we would first like VW to resolve these issues properly.

My car was checked as it was driving as though it was going to breakdown when the petrol light was below half way. I was told there was nothing wrong with the car and to come back if it happens again. When it did happen again, I emailed to arrange another check but I didn’t get a reply.

I’m extremely disappointed with the service from VW. It has been one of the worst customer service experiences I’ve had. Nobody answers the phone, and getting any updates is almost impossible. It took four weeks just to receive a single headlight, which is completely unacceptable. The lack of communication and slow service made the entire process frustrating from start to finish. I expected much better from a brand like Volkswagen.

I’m extremely disappointed with the service from VW. It has been one of the worst customer service experiences I’ve had. Nobody answers the phone, and getting any updates is almost impossible. It took four weeks just to receive a single headlight, which is completely unacceptable. The lack of communication and slow service made the entire process frustrating from start to finish. I expected much better from a brand like Volkswagen.

Had to wait well over a week for warranty work to be completed due to lack of staff on site to sign the work off. Poor communication as to what was going on until a family member called on my behalf and explained I was a mum of 3 now left without a car to which they told me that I needed to chase the VW garage I bought the car from and ask them for a courtesy car rather than offer to sort one out for me themselves. Very happy with the condition my car was given back to me on but lack of staff and lack of communication gave poor customer service in general until pushed.