I didn’t feel we had found common ground about being sold a car that didn’t have certainty over condition or mileage given it couldn’t be transacted until 31/1/26

My car is/was currently with VW Newcastle following an Adblue fault coming up. ( which in my own admission came up after an immobiliser was fitted by a company not sure whether or not it’s coincidental or it was caused by the the immobiliser) My complaint is the fact my car has been used by your drivers to take and collect drivers from other customers under the guise of a road test!Now had my car been ran directly up a motorway for a distance and tested in an urban situation to try and establish the fault I would have expected. But to receive a phone call off a friend to say he seen me/my car over Birtley at a chip shop when I was in bed as I work nights rings alarm bells so I checked my vehicles tracker and found it had been taken to a retail park, a chip shop , another run to a dealer I suspect to pick parts up and various pick up and drop offs which are all recorded on my tracker.Had the dealer contacted me and asked permission for this type of use I would of said “no” as it’s my vehicle who is going to pay for any road damage ( scratches/chips ect) as I can’t prove who did it extra, mileage, general wear and tear, fuel.I get that you must try and get the fault to come up if it’s not showing on the diagnostics but to have my car used as your companies personal service car does not play well with me.VW have removed the diagnostic charge but this is not the point I am getting at it was totally unacceptable to my personal car in this way!

Customer purchased a VM Polo for £10,000 he said it had issues from day one, he was offered a refund or he was told that he could change for another vehicle but only from one specific branch, which he said was limited due to stock and took some time, he then found this current vehicle but it ended up costing him £2,500 to change the vehicle, He said the car (volvo) had been reduced (£400) and that he was exchanging the polo which he was given £8,500 for but the dealership said they wouldn't reduce it and he had to pay the previous full amount and not at the reduced rate, he believes due to the issues he shouldn't have had to pay £2,500 he said bitter pill for him to swallow.

You didn’t have the used golf models at prices I wanted

Hi Fran,Thank you very much for your help! we are really glad to get our T-Cross yesterday.There are a few things we want to follow up, and we look froward to your reply.1. Dash cam, as we mentioned to you on Saturday we would like to install dash cam. We are still awaiting for the quote for installation. Ideally we would like it done by 5th December if it's possible.2. Boot strap, as you can see Jasmine is too short to reach the boot, we wonder if VW Newcastle could help to attach boot strap to make it easier to pull down.3. Carpet mat, please look for carpet mat for our T-Cross. This was promised for the sale.4. The carpeting next to the door panel is loose on the drivers side.Thank you!Jasmine and Salvatore

The member of staff who dealt with my enquiry was excellent - he answered all my questions and was extremely professional in the way he dealt with my requests. He gauged exactly where I was coming from and addressed me accordingly.

I asked for information twice ahead of travelling over 90 minutes to come and view the vehicle. This was not provided but I was assured the vehicle had “good history”. Had this been provided I would have known not to continue my enquiry any further. I knew within 10 minutes of arriving that the car was not up to standard. I could have avoided all of this, had the garage simply answered my enquiry in full. It’s not hard.

2 - 3 weeks after purchase a noise developed. Advertised at one price but because it was lookers approved after check but then price went up but cust also got a warranty. When the vehicle went in they found more work that was required, all of these things should have ben picked up on the 142 check and the mot. The dealership is refusing to carry out repair on the brakes, and the cust has had the vehicle back and the noise is still there. The wiper is still juddering. The cust feels like the vehicle is not road worthy.

Hello!The communication regarding the booking in and the hand over was good. Unfortunately the job of fitting the dash cam didn't go to plan and a second visit was required. Our concerns over this were handled professionally by the service manager and the job was completed.It would have been good to have had some instruction/advice/ information relating to the dashcam accessory, however the person who would have had the knowledge wasn't available. I was informed that if I needed further advice I could phone.Overall, the experience wasn't as I had hoped for, but sometimes these things happen.Regards,John Bainbridge

Hi, Would its be possible to escalate my complaint to a Director in line with the complaints policy as I have not received any contact or update from my complaint submitted on the 15th November 2025.My ticket number is 84085193. If the update could be provided to me via email, it would be appreciated.