Citygate Avis 

Absolutely appalling experience with Citygate Volkswagen Commercial Vehicles.

Without question, one of the worst customer service experiences I’ve ever encountered, particularly from an authorised Volkswagen dealership.

I purchased a VW e-Transporter Kombi, which the salesperson described as being in “exceptional condition”. However, immediately after signing the finance paperwork, I was informed that Citygate didn’t have the V5C and that the vehicle only had one key. Apparently, the second key would be posted to me separately, and I would have to arrange and pay for its programming myself!

The vehicle then failed to arrive on the agreed delivery date, with Citygate blaming a third-party transport company rather than taking responsibility.

When the vehicle eventually arrived on 5 September 2026, I discovered multiple areas of damage, completely contradicting the salesperson’s description. I formally rejected the vehicle THAT SAME DAY.

On 5 September, I raised a formal complaint with the sales team, dealership management and Citygate’s dedicated customer service contact line.

As of 19 October, I have STILL received absolutely no acknowledgement or response whatsoever from their customer service department. Not even the courtesy of confirming receipt of my complaint.

The communication throughout has been utterly disgraceful. Emails routinely go unanswered, telephone calls aren’t returned, and promises to call back are repeatedly broken. Almost every time I contacted the dealership, the person I needed was conveniently “in a meeting”, sometimes taking days to respond.

I even escalated my concerns directly to Citygate’s CEO and Head of Sales, including them in my email correspondence. Astonishingly, neither acknowledged nor responded to my concerns.

If even senior management cannot be bothered to acknowledge a formal complaint involving a rejected vehicle worth tens of thousands of pounds, what does that say about the company’s attitude towards its customers?

Eventually, Citygate collected the rejected vehicle and agreed in writing to refund my £4,500 deposit. Yet obtaining that refund has become another unnecessarily prolonged ordeal.

To complicate matters further, Citygate insisted on treating the rejection as a vehicle “buyback”, requesting a VAT sales invoice from my limited company despite the vehicle being purchased through Volkswagen Financial Services on hire purchase.

I rejected this vehicle on 5 September, the day it was delivered. More than SIX WEEKS later, the matter remains unresolved.

The entire experience has demonstrated an extraordinary lack of professionalism, transparency, communication and accountability, from the salesperson right through to senior management.

What makes this particularly disappointing is the contrast between the enthusiasm shown when securing the sale and the complete lack of urgency when problems arise.

I’ve now taken my business elsewhere, where the difference in customer service has been remarkable.

My advice: exercise extreme caution when dealing with Citygate. Check absolutely everything before signing finance paperwork, and don’t assume you’ll receive support if something goes wrong.

An utterly dreadful experience from beginning to end. Citygate has completely lost my trust, confidence and future business.

I would not recommend this dealership to anyone.

Very mixed service from Citygate in Slough. Warning signs started when I booked a test drive only to arrive and the salesman wasn't there and neither was the car! I finally managed to see the car and bought it. When I got home, I realised the charging cable and boot cover were missing. I had to drive 20 miles to collect them. However, the final straw is the fact that I've been waiting over 3 weeks for some of my part exchange to be returned to my account. Numerous phone calls and emails, lots of promises, no money yet

I cannot praise Majd enough! He was absolutely amazing from start to finish and made the whole experience so smooth and stress-free. His customer service was outstanding, and he always responded to my emails quickly, keeping me updated and answering any questions I had. He was incredibly professional, friendly, patient and genuinely went above and beyond to help me. Majd is honestly a credit to Citygate, and I couldn’t have asked for a better person to deal with. Thank you so much, Majd, for making my experience such a positive one. You really are the best! I would highly recommend Citygate because of the exceptional service I received from him!

I had to get a repair to a damaged driver's side wing-mirror, which had to be completed promptly. The Service Department booked me in very quickly at a time which suited me. Javonte Bennett was the agent who dealt with my case and was, at all times, very friendly and professional. During the process I had two telephone calls with Claire Hurst, who was, as always, most helpful. I could not have been more satisfied with the service that I received.

Came for car’s break fluid and A/C service, met Clare, her customer service was excellent 👌
Thank you

Dealt with Hugh at Škoda Watford he made the process professional and pain free

Very professional and friendly customer services. My case was handled by Mr Farage who was vey kind and helped me great deal. Thanks

Have been as customer for many years, very good service and help to resolve the problem. The huge thanks to Dianne Morell !!! Simply the Best. Even one of my neighbour decided to be their customer 😁

⭐️⭐️⭐️⭐️⭐️ An Amazing Experience with VW!

I honestly couldn’t be happier with my experience at VW! From start to finish, the service I received made me feel valued, listened to, and genuinely cared for. A special thank you to Gib, who was absolutely amazing throughout the whole process. He was so helpful, patient, and understanding, taking the time to show me different car deals and options until we found the perfect car that suited me and my needs. I never felt rushed or pressured, and I really appreciated how he listened to what I wanted and made sure I was getting the right deal for me. Gib went above and beyond to make the whole experience feel special, and the lovely big bow he arranged for my new car was such a thoughtful touch that made collecting it even more exciting and memorable! 🥹🎀🚗 I absolutely LOVE my new car and couldn’t be happier with my choice. VW really made me feel like more than just another customer. They took the time to listen, understand what I was looking for, and help me find the right car and deal for me. It’s such a lovely feeling when a company genuinely cares about your experience and makes you feel special every step of the way. Thank you so much to Gib and the VW team for making this such a positive, enjoyable, and memorable experience. I’m so grateful for all the help, kindness, and effort that went into helping me find my new car. I would definitely recommend VW to anyone looking for a new car and a dealership that listens to you, looks after you, and makes you feel valued. Thank you again for everything — I’m one very happy customer! ❤️🚘🎀

Very helpful staff. Very good purchasing experiences all together

Great customer service! :) A+++++
Thank you Nigel!

Citygate High Wycombe, annual service was of poor quality. No reply after three attempts at contact with customer services, not even an acknowledgement. Only received a response by contacting VW UK. Will never use again.

Quick check in process, customer service advisor was very helpful.
Contacted when work completed and sent a video of car inspection.

I would like to say a big thank you to Leroy at Citygate for his excellent customer service. He was extremely helpful, kind, and polite throughout the whole process. Although my car was at the garage longer than I had expected, Leroy kept me reassured and made me feel confident that I was in good hands. His friendly and professional manner made a real difference. He is a credit to Citygate and a very good young man to have on the team. Thank you, Leroy, for all your help and support!

Really good customer service from Clyde. Polite, helpful and good communication.

Friendly Staff. Car valeted after service. Not as expensive as I expected. Ready for collection earlier than expected!

Customer service was excellent.
Courtesy car was good.
Staff were friendly.
Everything was explained well.

Service advisors were very flexible and their expertise was very good. I found it to be very efficient with no pressure on valuable time.

We have beeserving oyr VW Tiguan at Citygate since we bought it there some years ago. Always received good service on car and to us as a customer. This last visit from first call to colltion was fantastic. Hugh was knowledgeable, keeping us informed on progress at all stage. He was courteous, personal and thorough. He definitely went the extra mile! Thank you so much Hugh and everyone at Citygate Watford.