Excellent service as usual, thank you.

I would personally thank the sales team that supported me with test drives of the new Tayron and Passat models on a number occasions that has resulted in me placing an order for a new Passat 272 phev Black edition . I would like to add that Mark Cruse was very accommodating facilitating test drives and answering all or questions enabling us to make an informed choice of our new vehicle now on order . He worked tirelessly to give provide customer support second to none and can't praise him enough for all his assistance . I will certainly recommend anyone to call into your branch going forward.

When I booked service, I enquired about the fabric protection we paid for when purchased car if this could be done. I was informed that you did not deal with this I would have to sort this out I said I was not told this she said she would investigate this and get back to me if I needed to do anything, but she said the car would be cleaned as part of the service. No call received so I assumed this was done.When we collected the car had the same conversation with Amy, she give me the phone number to contact them. When we got to the car it was NOT cleaned.When I completed the survey, I asked for our money back and a phone call to discuss this

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