After my enquiry I had a couple of missed calls/voicemails from the garage. I replied to an email that was sent the same day but never received any response, the car that I had enquired about has subsequently been removed from the website so I csn only assume it has sold.

Called before lunch to book an appointment for 3pm.Someone emailed at 12:12 to confirm the appointment.Arrived at the dealer to find they didn't know we were coming.After a long wait we did drive the car. Late for our next appointment.Some sort of 'system' failure or maybe no one cares.Even this 'reputation.com' survey has a transparency set low enough to make reading difficult over the background. Style over function 😉.

Video not sent and car not cleaned even though both were ticked off by on the workshop tracker

the whole set up of booking a test drive online is beyond bad

Having been happy with a VW polo for a number of years. We bought a new Polo on 25th June 2024. It was February 2025 when we noticed a difficulty when attempting to change out of first gear. It is an intermittent fault and occurs from a stationary position at any time at the beginning or during a journey and some force is needed to get out of first gear.It started to get more frequent so it was booked into VW Silverlink on 22nd April .The engineer took it for a test drive but with the fault not occurring was informed nothing could be done.The irregular fault continued so a further appointment on 25th June was booked again the same outcome after a test drive.We gave it more time “to see how it went” but if anything it felt as if there was more resistance to getting out of first gear.The suggestion from VWSilverlink was we left the car in for a few days - appointment booked on 4th August. The engineer had taken it home overnight but no positive news resulted.Our daughter regularly uses the car and on the 30th September, on pulling away from traffic lights on the main A19 roundabout she found it impossible to change out of first gear and had to deploy the hazard warning lights in the middle of the fast moving roundabout . It took a number of very forceful attempts to get out of first gear and pull away . She had been left in a very vulnerable situation and certainly not a safe one!This has brought the situation to a head as I have now lost confidence in the car, as unable to get out of first gear immediately can happen at any time and in any situation. It is not something anyone should experience having bought a new car.I feel we have been very patient todate, but there needs to be a physical inspection of all potential mechanical / electrical fault areas to correct the faulty first gear.It is obviously not the first time this has occurred with a Polo / going online does identify “common gear problems” with a new Polo 2024 manual gearbox , one of which being resistance to changing gear.The mileage since June 2024 is 6400 miles.I look forward to your positive response.

The sales team all seemed polite and friendly enough however I never really thought like I was getting a good deal. When I looked on the Lookers website the prices quoted were pretty much the same which going from past experiences I would have thought the sales team would have been able to beat these prices comfortably.

Good morning,I am writing to formally raise a complaint regarding the condition of a vehicle I recently purchased from Silverlink Volkswagen.Due to the distance between your dealership and my home in London, I made an initial enquiry online and subsequently discussed the car, its condition, price, and history with your sales representative over the phone. Based on the information I was provided, I proceeded with the purchase and collected the vehicle in person.However, on the day of collection, the vehicle was parked outside in rainy conditions, which made it difficult to properly inspect the bodywork. It wasn’t until approximately two weeks later—when the weather had improved and I was able to wash the car—that I discovered the true condition of the vehicle. I was extremely disappointed to find that the bodywork was in a very poor state, with extensive scratches on every panel, and all of the windows also visibly scratched.I immediately recorded videos of the condition and shared them with the sales representative. In response, I received the following message:“Thanks for your email and the videos you attached.The only way of removing age related swirl marks on a car would be to 'detail' the car, which is something we don't do with any of our used cars. After reviewing the video with my sales manager and our knowledge of the car before collection, we feel it is of an acceptable condition for a 5 year old vehicle which has done 70k miles.”Following this, I responded to express that I found this completely unacceptable. I was informed that the matter would be escalated to the sales manager, but I have yet to receive any further response—despite over a week having passed.While I fully understand the vehicle is five years old and has covered 70,000 miles, I do not believe its condition at the point of sale meets Volkswagen’s Approved Used standards. Given the extensive scratches and poor presentation, I would have expected these issues to be addressed prior to resale, especially since the vehicle was likely acquired through part exchange and the condition would have been well known to your team.I have since had the car professionally detailed at a cost of £650, which has resolved around 90% of the issues with the bodywork. However, the windows remain badly scratched and cannot be repaired.I have attached the videos again for your reference and respectfully request that this matter be formally reviewed. I am seeking a fair and reasonable resolution, ideally in the form of reimbursement for the detailing cost and a solution to the damaged windows.VIDEOS SENT IN SEPERATE EMAILPlease confirm receipt of this email and advise on the next steps. I hope we can resolve this matter amicably and without further delay.Kind regardsBinay Patel

Only focused on offering another T-Roc. Did not discuss other potential car options. The part-ex offer was also very low compared to other dealers.

Identified dent in drivers door sill, no assurance the repair would be carried out and no reduction in price to reflect the damage. Arrived slightly late to appointment yet had to wait a further 20 minutes. Salesman got up half way through meeting to deal with someone else

Vehicle Registration: BR11 POD – VW Golf R20 EditionGood Evening,I am writing to formally raise a complaint following my experience at your Newcastle (Silverlink) branch, where my car was booked in on Tuesday 23rd September for the following:• Annual service/inspection (including brake fluid change)• Replacement of the interior light module (previously identified fault – lights and SOS system activating intermittently)• Investigation of a trim panel rattle within the passenger-side windscreen pillar• Investigation of a suspension ‘groan’Positive ExperienceI would like to highlight that the booking and communication process with Amie was excellent.She took time to capture detailed notes via phone call around the above areas when confirming my service appointment, ensured my request for the car not to be washed in branch was respected, and kept me updated throughout.The drop-off process was also efficient and professional. Amie gave good information on Tuesday via phone call when informing that to resolve the suspension issue my car would need to stay in branch an additional day.Issues on CollectionWhen collecting the car on Wednesday 24th September, I immediately noticed new marks on both front doors (photos attached). These were not present when I dropped off the car.When raising this in branch, I was introduced to Derek (manager), though I was advised that it was not possible to formally log my concerns.While he inspected the car, his responses were dismissive, attributing the marks to “protective rubber” on workshop equipment. My concern — that the paintwork may have been scratched — was disregarded, and I was left dissatisfied that no record of my concerns could be made on your system.Upon driving away, I also noticed a scratch on the passenger-side interior trim panel (the area worked on for the rattle). A photo of this is also attached. I immediately returned to the branch and showed this to your team, supported by video evidence taken before re-entering.Again, Derek’s response was dismissive. At one point he commented that “cars are only with us 1% of their lives,” which I felt attempted to minimise responsibility. When I described my car as immaculate, he replied “well it’s not,” which was inappropriate and unprofessional.Although Derek took photos and said he would speak with the technician, I was asked to return the following day for the technician to confirm which interior panel they had worked on. I explained this was not acceptable, as I had already provided clear evidence and did not wish to lose further working time from my own job. Derek agreed to speak to the technician the tomorrow morning (Thursday 25th September) and contact me by lunchtime.Further InspectionAfter washing the car at home this evening, I discovered:• Vertical scratches in the clearcoat of both front doors where the “protective” rubber had made contact• A small horizontal scratch on both doors which appears to extend deeper than the clearcoat in the same areaThis damage was not present before the vehicle entered your care and is now clearly visible. I have taken a video this evening and will gather additional photos tomorrow.My Concerns• Damage has been caused to the paintwork of both the front doors from workshop “protective” equipment, and the interior trim panel damage from work being carried out while my car was in your branch.• I was unable to have my concerns formally logged at the point of collection before leaving the branch.• The dismissive and unhelpful handling of my complaint in branch has further undermined confidence in your service.• Your internal systems appear insufficient for recording work carried out, forcing reliance on retrospective technician dialogue.Requested ResolutionI ask that VW:1. Conducts a formal investigation into how this damage occurred.2. Confirms that all repairs (both bodywork and interior panel replacement) will be carried out at no cost to myself. Bodywork repairs must be conducted via the local professional detailing company to ensure my ceramic coating warranty is maintained.3. Provides assurance that staff will treat future customer concerns with respect and that your processes for logging/recording issues are reviewed.Please confirm how you intend to resolve this matter within 14 working days, as stated on your website. I am also happy to provide additional photographs and videos I've taken if required, though am unable to attach at this time due to file-size limitations via email.While I have been impressed with the professionalism of Amie and the drop-off service, my overall experience has been unacceptable. I did not expect to have my vehicle returned to me in a damaged condition, nor to be treated with such disregard when raising legitimate concerns.If this matter is not resolved to my satisfaction, I will have no choice but to escalate my complaint to VW UK Customer Care and, if necessary, to the Motor Ombudsman for independent review.Yours sincerely,Brian Moss