Volkswagen UK Avis 

Poor customer services and limited help. I purchased a ID3 Match Pure and additional features through the app. But cannot be activated because of account synchronization issues. Escalated for weeks but still in pending stage.

I contacted Volkswagen Customer Service for assistance, but it was a complete waste of time. The level of customer service was extremely disappointing. Rather than trying to help, they simply referred me back to the dealership, which makes me question the purpose of their customer service department.

I’m very surprised by how little support they have provided. They seem perfectly willing to leave me without a car for up to a month, offering no practical help or solution. Overall, it’s been a very frustrating experience and far below the standard I expected from Volkswagen.

Bought an ID3 EV and they want £195 for the navigation app!! What world do VW live in?! I have Apple CarPlay, it's good and it carries across both our cars and the rental cars we use. Furthermore the VW car interface on the giant screen is so clunky I wouldn't pay a penny for a VW app. The car's OK but VW don't know how to design user interfaces.

After being a loyal Volkswagen customer for nearly six years, I can honestly say this has been the worst customer service experience I’ve had.

My complaint has dragged on for months. I’ve had to chase for updates, wait weeks for replies and I never felt like anyone was genuinely interested in resolving the issue. Instead of addressing the points I raised, I repeatedly received the same response without any meaningful investigation or discussion.

To make matters worse, Citygate quoted me over £1,000 to resolve an issue. Before agreeing to the work, I decided to get a 2nd opinion from a local independent garage. They identified the issue straight away and fixed it within minutes, without charging me anything.

That experience has seriously affected my confidence in the advice I was given.

I have dealt with Alan Day Volkswagen in the past and the customer service there was excellent, so I know the level of service Volkswagen dealerships are capable of providing. Unfortunately, my experience with Citygate St Albans and Volkswagen Customer Care has been the complete opposite.

What has been most disappointing is not that an issue occurred but how it’s been handled. I expected clear communication, a fair review and a willingness to properly investigate my concerns. Instead, I was left chasing updates and feeling like my complaint was being dismissed rather than addressed.

AVOID!!! Compained about poor VW ID car and they DO NOT want to know. I’ve had so many problems and door handles replaced 3 times!!!! Still can’t get in my car. I’m having to enter via the boot. VW UK are just ‘shipping agents’ I kid you not. Been calling the dealership for 1.5 hours finally got through and they hung up!!! Shocking customer service, value (my car has lost a whopping £30k). What on earth has happened to this brand 😡😡😡😡

I would never use JCT 600 (Volkswagen) ever again. I would avoid them.

I ordered a new car, paid upfront three days in advance of delivery and had to have it insured for the day it arrived at my address. I was told it was to be delivered on a transporter to keep only minimal mileage on the new car.

I was contacted at 1430 hours on the day of delivery that the car would not be delivered as it had been damaged at the dealership.

The damage was discovered by the delivery driver and missed on the Pre Delivery Inspection by the dealer.

I was sent a picture of damage, which I was told was to the rear of the vehicle, a deep scratch and gouge down to the primer.

I was told the damage would be repaired and I would get a new delivery date. So I was paying for insurance and lost interest on the initial payment and without a car.

The car was eventually delivered just two days short of two weeks later. The car arrived filthy inside with mud and gravel and finger marks all over the central console, with 29 miles on the clock, and I discovered scratches down the rear offside back pillar of the vehicle.

I checked the rear of the vehicle and could find no sign of the damage, as shown in the picture sent to me, it was soon to become obvious why not.

There was no explanation of why there was 29 miles now on the clock, but from the state of the interior it was obvious some one at the dealership had been using the car.

I was told the dealership would be in touch to repair the scratches, but after none was forthcoming we had to deal with a rude and uninterested dealership manager called Richard.

He eventually agreed to send out a repair team to my address, to repair the scratches. They could only do this in two further weeks time. They could not explain the mileage on the car to me at this time!?

So nearly a month with no vehicle that was costing me money in terms of no car, insurance payments and lost interest, plus now devalued by the increased mileage.

For the inconvenience I was offered a £50 valet and a bootliner.

The car was repaired on my drive, a month after it should have arrived in pristine condition, as a new car should.

So I drove it for the first time to a ceramic paint protection company. They contacted me shortly after drop off, to ask if I knew the car was damaged on the drivers door? I was in shock and immediately went to see the damage.

I could not believe it when they showed me the damage on the drivers door, it was exactly the same as portrayed in the picture sent to me. But it had been poorly spray painted and not sanded back and correctly filled. I had been falsely told by the dealer this damage was at the rear of the vehicle.

I took the car to a local independent paint repair company and they quoted me £377 to repair the door.

So an independent company is quoting me £377 to repair a brand new car and a repair the dealer had said was repaired. Why would an independent company do that for a new car, if it was done correctly????

I made a formal complaint and the dealership have completely ignored the facts and evidence provided to them, even the independent evidence of the paint repair company .

They now claim the mileage put on the car was to drive it on the road to the paint shop, and 12 miles on a PDI drive. I am not sure why they would think either would be authorised or acceptable with a new car?.

Especially when they couldn't even see the damage on the drivers door found by the delivery driver at their premises when it should have been initially delivered during the 12 mile drive in my car.

I asked for the £377 cost of repair or for them to repair the vehicle, and some good will gesture for all the financial loss, devaluing of the car and the inconvenience of no car for over a month and failed delivery times

I was offered the £50 valet, a set of car matts and a boot liner that they claim comes to the value of £200.

That doesn't even cover the repair cost.

I got no response from HQ JCT 600 when I sent them the details on the 2nd May 2026.

I got no assistance from Volkswagen UK Customer Services who claim, despite supplying the product to dealers, they have no power over them. So I have taken my case to the Motor Ombudsman.

I have been a VW customer for several years. Always returning to the Anthony Motors Aberystwyth for main dealer service . Today was the last time. Had booked my van in for two year service and left it there 48 hours beforehand as it’s a 30 mile round trip and I rely on lifts. I still got a Friday afternoon service and no confirmation it was ready. I complained when I arrived and manager got very defensive as “they don’t have the staff”.Be warned it appears they are running down personal customer operations and it shows.was looking to replace my van this year but it now wont be from VW .

The customer service is non existent, I had a terrible experience buying a brand new car from an authorised dealer that blatantly lied to me when purchasing the vehicle. The dealer accepted the fact that the salesman had lied to me and my wife, but refused to explain why or offer any comfort that it would never happen again. Contacted the VW customer service, as I believed they might be interested in one of their dealerships blatantly lying to a customer purchasing a brand new vehicle and they didn't care one tiny little bit. I explained with this attitude, I will never buy another VW Group vehicle again. They basically said OK, never mind.
Please look carefully into a manufacturers customer service before buying a new car, sometimes good customer service is worth its weight in gold.
I have gone above and beyond to try and actually talk to Volkswagen UK and not the outsourced Customer Service company they sadly use. Unfortunately they have not responded to my emails, so my only advice would be buy elsewhere, this a terrible way to treat customers who spend huge amounts of money with a multi national company.

I don’t usually leave reviews, however following correspondence from Volkswagen UK suggesting that I had already posted feedback on Google (which I had not), I felt prompted to do so — so thank you for the nudge.

This experience with Listers Volkswagen Commercial Vehicles Coventry and Volkswagen UK has been extremely disappointing from start to finish.

From the outset, the vehicle supplied to me did not match what I had ordered. This was not a minor oversight, but a series of issues involving both factory specification and agreed items. The vehicle supplied included multiple discrepancies, including:

• Rear door supplied with a window instead of the specified solid rear door
• Manual DPF regeneration system not supplied as ordered
• Original wheels that were meant to be provided were not included
• Agreed styling components, including front bumper canards, were not supplied
• The vehicle was supplied with incorrectly spaced number plates (“P51N TS” instead of “P51 NTS”), which I understand are not compliant with UK road regulations

To be clear, the vehicle was handed over in a condition that did not match the agreed specification and, in the case of the number plates, raised concerns regarding compliance for road use.

To be fair, Listers did offer options to resolve the situation, including replacing the vehicle or offering a goodwill gesture. However, the replacement vehicle would have taken months, which was not a practical solution, and the goodwill gesture offered (£500) did not come close to reflecting the cost or impact of the issues. For example, the incorrect rear door alone would have cost approximately £1,800 to rectify.

What followed was an equally disappointing aftersales experience. Instead of a smooth and proactive resolution, I found myself having to chase repeatedly, explain the situation multiple times, and effectively manage the process myself. At no stage did I feel that the situation was being handled with the level of urgency or professionalism I would have expected from a main dealer representing a brand like Volkswagen.

Eventually, the only workable resolution was for Listers to buy the vehicle back. While this might sound reasonable on the surface, the outcome still resulted in me being financially worse off due to issues that were not of my making.

Hoping for a more balanced and customer-focused approach, I escalated the matter to Volkswagen UK. Despite acknowledging that the level of service fell below expected standards, Volkswagen UK declined to take any meaningful ownership of the situation and deferred responsibility back to the retailer.

Initially, a small goodwill gesture was mentioned; however, this was later withdrawn, leaving no form of compensation despite the circumstances.

For context, I have been a loyal Volkswagen customer for many years, having owned six previous Volkswagen vehicles, two of which I currently still drive. This makes the overall experience even more disappointing.

The entire process has been frustrating, time-consuming, and ultimately left me financially worse off as a result of errors outside of my control.

I would strongly advise others to check every detail thoroughly before accepting delivery, as once issues arise, you may find yourself in a similarly drawn-out and disappointing process with limited support.

A very poor experience from both Listers and Volkswagen UK.

I do not usually leave reviews, but this needs to be said.

My car was with Volkswagen for close to 7 months due to a high voltage battery fault that was confirmed under warranty. What should have been a straightforward repair turned into a long and frustrating process.

The biggest issue was communication. I was told parts had arrived and repairs were progressing, then later told the same parts were on back order. That kind of contradiction makes it very difficult to trust what you are being told, especially over such a long period of time.

There was also no real ownership of the case. Customer Care would point me to the dealership, and the dealership would point me back to Customer Care. This went on for months, leaving me chasing updates and effectively managing the situation myself.

After multiple complaints to Volkswagen, I had no choice but to escalate the matter to the Motor Ombudsman, where the case is still ongoing. It should not have to reach that stage for a warranty repair.

I also had to push just to get a courtesy car, which added further disruption to both my work and personal life while the vehicle was off the road.

The repair is now complete, but the length of time it took and how it was handled is not acceptable. For a brand like Volkswagen, I expected far better coordination, clearer communication, and someone to take responsibility from start to finish.

There is a clear gap in accountability and how Customer Care works with dealerships, and that is what needs fixing.

I have now been without my car for over 11 weeks!!! My T-Roc was only 10 months old when it went in to VW. I was told that it was an electrical fault and that the car needs a complete new dashboard which has to come from Germany. I was originally told it would be fixed by February 24th but on ringing on that date was told that the part had not even arrived in the country. Customer service has been absolutely appalling with no updates until a couple of weeks ago when I had escalated my complaint. Yet again this week I have again not heard anything from VW. I am absolutely disgusted and cannot believe that I would still be without my car after nearly 3 months!! Over the last 20 years I have had at least 13 cars from VW and feel that this loyalty should be worth far more than the appalling service I have received.

Very poor experience with the Crowson Spalding VW service team at this franchise. I brought my vehicle in for investigation of a potential safety-related issue. After the investigation I was told it was not a warranty matter and that I ‘should be charged anyway’. Whether or not it fell under warranty isn’t the point, as a customer raising a genuine concern, I would expect professionalism and respect. Instead I received a defensive response and unprofessional tone and language. Not what I expect from VW or from a dealership representing the brand.
I do not recommend this branch and question the VW service as a whole.

VW Group UK after sales service is terrible. Marshalls VW Milton Keynes service department is uncontactable. Complained to VW Group UK and they've been obtuse, unhonest and currently uninterested in communicating any further with me regarding the URGENT manufacturers recall. Note: no abuse from my side. Having had many VW's, this'll be the last one I'll have, and I'll be going back to either Citroen or Peugeot UK as customer service from them has historically been exceptional.

After this experience I’ll never entertain VW again. Customer service is nonexistent they don’t log complaints and point blank refuse any liability regarding my issue. After my wife was nearly killed by the sunroof exploding the other day this company has done nothing to help the situation. ( and before they come back with some sorry excuse that it was a stone or other flying debris the on going class action against them regarding exploding sunroofs says it all) a quick google search shows you everything you need to know on that. The local dealers JCT600 in Hull must stuck in a time warp as they apparently haven’t seen or heard about any such cases. So I now have a 2 year old car with a hole in the roof that they want £1700 to sort out, knowing full well there is an issue with the units.
The customer service is a hideous experience just a call centre in India I think staffed by people who will just hang up on you or haven’t got a clue what they are doing. After this experience is sorted out no doubt at my own cost VW will be consigned to the dustbin and I will be looking to a different brand for future cars.

I am writing this review following an extremely disappointing experience with both Volkswagen UK Customer Services and a franchised Volkswagen retailer operating under the Volkswagen Approved Used scheme.

I purchased a Volkswagen vehicle which was sold as a Volkswagen Approved Used car. Vehicles sold under this scheme are marketed as having undergone a comprehensive inspection and preparation process designed to ensure that they meet Volkswagen’s quality and compliance standards before sale.

Unfortunately, my experience suggests that these standards were not met.

After purchasing the vehicle it became apparent, based on the service history documentation provided with the car, that there was outstanding service work due within a short timeframe of the purchase date. This raises serious concerns about whether the vehicle actually met the eligibility criteria required to be sold under the Volkswagen Approved Used programme.

Despite repeatedly requesting documentation relating to the vehicle’s pre-sale preparation and inspection – including the multi-point check (MPC) sheet – this documentation has still not been provided.

The absence of this documentation is particularly concerning because one of the key checks within the Approved Used inspection relates to whether all service work due within a specified period has been completed prior to sale.

If this work was not completed, then the vehicle should not have been sold under the Approved Used scheme. If it was certified as compliant despite outstanding service work, then serious questions arise about the integrity of the inspection process.

Equally disappointing has been the handling of the complaint by Volkswagen UK Customer Services.

Over the course of several weeks I experienced:

• Missed scheduled call-backs from Volkswagen Customer Services
• Repeated lack of responses to calls and emails
• Minimal proactive engagement with the retailer
• Requests from Volkswagen asking me for updates on the situation with the dealership — something that should clearly be managed by Volkswagen when they are handling a formal complaint

Information obtained through a Subject Access Request suggests that Volkswagen UK's involvement with the retailer has been extremely limited, despite the seriousness of the complaint and the fact that the vehicle was sold under a programme that carries the Volkswagen brand.

Volkswagen promotes the Approved Used scheme as providing reassurance and quality control for customers purchasing used vehicles through franchised retailers. However, when a customer raises concerns that a vehicle may not meet the scheme’s own criteria, it is reasonable to expect Volkswagen to take an active role in ensuring that the standards associated with its brand are upheld.

Unfortunately this has not been my experience.

At the time of writing the situation remains unresolved and the vehicle remains unused while a significant amount of money remains tied up in a car that may not comply with the standards it was sold under.

I hope Volkswagen UK reviews how complaints involving vehicles sold under the Approved Used scheme are handled in future, and ensures that customers who rely on the credibility of the programme receive the support and oversight that the Volkswagen brand implies.

Further to this, Volkswagen UK Customer Services have indicated that a franchised Volkswagen dealership selling a non-compliant vehicle under the Volkswagen Approved Used scheme is effectively a matter solely between the customer and the dealership.

A consumer would reasonably assume that where a vehicle is sold under a branded manufacturer scheme, Volkswagen UK would have some degree of responsibility in ensuring that franchised retailers comply with the standards required by that scheme.

A consumer would also reasonably expect that concerns regarding potential non-compliance with the Approved Used programme would receive meaningful oversight and engagement from Volkswagen UK, rather than being dismissed as solely a matter between the customer and the dealership.

Finally, a complainant would also expect that updates provided by Volkswagen UK during a complaint investigation would be accurate and reflect the current situation, rather than information that appears to be significantly out of date.

This company used to make the most reliable cars in the world that were easy to work on & faults rarely occurred but the new euro 5-7 cars are absolute trash ! At £200 per hour labour costs & £200 just to watch a child plug in a computer to your engine has become infuriating ! Stay away from all EU cars ,planned obsolescence is not acceptable KARMA will be delivered

📢 Volkswagen UK: My 5-Month Nightmare – No Response, No Accountability
I have now spent 5 months trying to resolve a serious issue with my Volkswagen Golf Style TSI eHybrid (2023), PCP Agreement 440154921378, Formal Complaint Reference RET-1223437, customer service reference 06600215. I did not want to make this public, but after repeated failures to engage, this is my last resort. Everything shared is 100% truthful, accurate, and documented.
Timeline – The Beginning
8 November 2025 – First Fault
While driving, my dashboard lit warnings: the high-voltage battery coolant was completely empty. The RAC technician, with 25 years’ experience, said he had never seen a battery coolant completely empty. The battery was at risk of overheating. Volkswagen locks this system, so I could not have caused this.
14 November 2025 – Technician Investigation (Alex, JCT600 Wakefield)
Alex could not find a fault and hypothesized an airlock in the high-voltage coolant system due to incomplete factory filling. No leak was found, Volkswagen confirmed no leak, but the system clearly failed without explanation.
8 December 2025 – Electric System Failure
The car broke down again with an “electric system failure” warning, forcing another visit to JCT600 Wakefield. I had informed them on 8 December of planned travel to France from
14 December. The courtesy car provided had only third-party insurance, so I could not take it to Europe.
This is the start of 5 months of repeated failures, prolonged repair, and zero accountability from Volkswagen
What Frustrates Me Most
I am paying £503/month for a vehicle I cannot safely use.
Multiple formal complaints since 30 December 2025 have been ignored or inadequately addressed.
Volkswagen Customer Resolutions led initially by
Shaqeelah Assure and then by Customer relations manager
Anela Tshwela claims I was “kept mobile” — being mobile is not the only obligation under a PCP or consumer rights.
I will continue this story over 4 posts, documenting every failure, ignored complaint, and financial loss.
⚠️ Next Post in 2 days: detailing repeated repair failures, courtesy car issues, and European holiday disruption.

Absolutely highly recommend Volkswagen hereford Krystian listened to what I needed and accommodated me immediately first car he showed me had everything I asked for and purchased it straight away. He explained everything clearly to me and didn't hard sell (which i hate) he just listened and produced!

Update 23/02/2026
I wanted to share that a few months after buying my brand new VW ID 4 I’ve had two issues, one of which required me to have my car software updated for two days. I’ve also had my car broken into whilst parked on my street and when I keep my keys in a secure bag. I emailed VW for support on this and heard nothing back. Regarding the second issue which requires me losing my car for 2 days, the nearest booking with a courtesy car is May. I have found the CW after sales / care very very poor and it’s very disappointing.

Trying to buy additional warranty. Wrong details re car on file. Customer services which is clearly outsourced totally useless.

Wasting my breath. Last VW if I have a say.