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

The staff were very helpful

Salesman was lovely. Just unable to help with the cost.

They couldn’t have done more to find us the right car, always helpful, put forward some very good deals

Excellent customer service at the newcastle scotswood branch. Thamba and Gavin Brown were both excellent, courteous and efficient

Very good sales service from Mark Cruse

Scot was really helpful and all the work was done professionally and promptly

Reception staff were extremely unhelpful, and lacked any level of communication skills.The service team however stepped in and were fantastic.And Steven from used car sales was also fantastic.