We have been looking into buying an electric vehicle but were very unsure what we wanted, which we did explain to the salesman (Lee Sorenson), however, we were persuaded to put a fully returnable deposit of £199 on an ID3. We could not test drive at the time as there wasn't one available. We came back on the 11/02/26 for a test drive and by then we had made the decision that we did not want that model. Lee assured us that the refund would be in our account within 5-10 working days. My husband contacted the dealership after 12 working days had elapsed to be told that Lee had been unwell but the refund was now actioned and would be in our account within 5 working days. The money is still not in our bank account. I have telephoned again today, stating that I expected the money to be sent to us by the end of the working day today or I would be forced to make a formal complaint. The person I was speaking to told me he had emailed both Lee & their head accountant to expedite matters, he also advised me that Lee would call me back. He did not signpost your complaints procedure to me. At the time of writing we have received neither a phone back from Lee nor money into our account. I am extremely disappointed by this, it is now almost a month since we were advised that our money woul be returned to us.

Sales guy Sean was very good

Very helpful and straight to the point with sorting any issues out

We were very keen in buying a VW Golf R Line from you and contacted initially by telephone on the Saturday and felt positive after speaking with Calvin. However after leaving numerous messages for a call back during the week we did not receive a response until he finally left a message on my answer machine at just before 6pm on the Fri night. I called again on the following Saturday but could not get hold of him so we drove down from Rothbury to Newcastle and visited the showroom on the Monday morning. There were plenty of people working but nobody spoke with us so we just went through and looked at the cars ourselves. After looking at the Golfs you had available and sitting in them we realised the car was going to be too small for us so decided the T Roc would be a better fit. We then looked at the T roc in the showroom, had a sit in and liked it however still no one came to speak with us or show any interest. We went back through to the other showroom, had a look outside but no one wanted to speak to us so we felt disappointed with the lack of interest in us and were pretty cold by then so decided to come away. We have now paid a deposit on a T Roc from another garage and are going to collect our new car on Tuesday.I received an email from Calvin asking if i was still interested in the Golf i had enquired about and when i replied saying what had happened he said if he had known we were coming in he would have made time for us.Perhaps if your staff passed on messages about phone calls received you would not have this problem or perhaps if your staff engaged with customers that come through your sales door i may have given a higher score.

oct judder in the car. raised when it went for mot and also again in Nov. a week later the judder was still there and alot of warning signals. Jan called nd asked if she could go in, car under warranty cust purchased 2 year warranty.Finally found the warranty and asked if the diag was included in the price. Cust was not told it was RAC, took the car in needed a battery replacement. Quoted a lot of money and the diag wasnt covered. Quick fit would be cheaper it is recommend to get a vw part. following week the judder was stiill there. She called and took the vehicle back in the diag would be covered. As it wasnt a VW battery then she may have to pay the diag. The diag was the same, it was never made clear to the customer that she had too buy a VW battery, something else must be wrong. VW declined to do anything. VW appproved garage advised of 2 things which would have been covered under the warranty. Cust has emailed the dealership and stiil has received no further communication.

If your questionnaire is about my visit to the showroom it wasn't good.

Fabulous service and attitude by Lee, one of the sales executivesWould recommend him to anyone

Still awaiting work to be completed. Thank you.

I purchased a VW Tiguan, Registration NL20DDV from your Scotswood Road VW branch on 19th February 2026.This experience was not the best. Upon viewing the vehicle before the purchase the parcel shelf was missing. This was to be put into the car on the day of collection, this did not happen and was missed. The vehicle was so difficult to insure because when the car's registration was inputted into insurance site it came up with the complete wrong variant of the vehicle.This also included VW drive away insurance which would not even insure the car!On the day of collecting the car it took 2 hours to get the insurance sorted.The order form for the vehicle stated the car was a 2.0 litre with a different variant to what the car actually is.The sales team including the manager was aware of this and said it was okay, which was a legally binding document that I signed, This was brought to my attention by someone with a lot more knowledge than myself once I returned home.On the day of collection of the car, instead of it being a happy moment, the salesman said "sorry for the hassle" before I drove away.I contacted the branch the day after collection and spoke to the sales manager, there was a lot of back and forward and the manager said well this is just going to be easier if I just buy the car back, I didn't even know this was an option nor had it even crossed my mind until his attitude provoked me.The salesman Simon, was spot on. The sales manager on the other hand was very unprofessional and purchased the car back stating he was not apologising for the vehicle being advertised completely wrong, including in the brochure and on the website, and even the V5 was incorrect relating to the vehicle. The sales manager stated he was unaware of this issue until the car was purchased but then stated he knew the order form was incorrect.I have taken my private plate off my previous vehicle at a cost of £80, and spent £25 on admin fees to my insurance company for changing the car to the Tiguan from my previous car to then changing my insurance back from the Tiguan to my previous car.I would like to be reimbursed to myself as I refuse to be out of pocket for a very angry manager who refuses to accept responsibility for his dealership. He apologies on behalf of DVLA as he stated it was their fault and not VW, even though VW had advertised the car incorrectly.I suggest you listen to the call between myself and the manager there are two calls that you need to listen to20/02/26 at 1:26pm for 20 minutes from the number 07950492250Then a later call from the manager to myself at 20/02/26 at 2:41pm from your manager to my number 07950492250

Unhelpful sales manager. No interest in discussing price despite numerous scratches to the behicle