VW Heritage Reviews 88

Atrocious customer service.
Car booked in for a service at 10.30 to avoid the rush hour traffic on completion.
Representative who checked the car confirmed the work would take a couple of hours. What she failed to say was that the work would not begin immediately and had still not commenced by 2.30 when I rang for a progress report.
Was then advised it was an “all day service” and would take up to three hours.
When my service contract expires I’ll not touch this company with a barge pole.
Have given one star because it’s not possible to give none.
Had to ring twice for the update as was put on hold while the receptionist contacted the appropriate department and was then cut off.

At the end of January, my Golf was in for a service, new tyres and diagnostic of my coolant system (I was constantly getting an error message advising of low coolant).
The experience was OK for the most part. They did need to keep my car in over the weekend as the wheel gun was faulty, and they couldn't change the tyres as I had asked. This was not a problem as I didn't need the car until the next week.

However the problem was with the diagnostic on the coolant system not being done at all. Heritage advised me that they had done a visual inspection and could see nothing wrong. They had topped up with coolant and sent the car back to me.

3 weeks later - same coolant issue arises. I topped up and monitored.

Now we're at the end of May, and I had a massive leak of coolant from under the engine bay. When I called to book the car in, I was told that there were no slots available for a week.
However, if the car was brought in with a breakdown recovery service, they could look at it "This afternoon".

After arranging for the RAC to take me and the car to the site, I was booked in by the receptionist.

A short while later, she returned to ask for my signature to authorise the diagnostic work (that should have been done in Jan), but also said that it was unlikely to be in the workshop today.

Heritage don't have courtesy cars. I explained that I needed a car soon, I also had no way home at this point.

My car was now behind 2 other "breakdowns" that came in before the bank holiday weekend, and the workshop didn't know when they would be able to diagnose the fault, let alone repair.

I took my keys back, and am now using a different garage to do the work.

The overall level of service is non-existent from the workshop and the call handling team.
The receptionist was great to be fair to her, and she has been let down by everyone else connected with my experience.

Took the car in for its first service & when the car was returned it had not even been valeted. First time for a brand new car first service this has ever happened to me. Won’t be going back

I rang VW Bristol for an appointment for them to look at my alloy as the lacquer has come off. All I wanted to know was if I could claim on the warranty. I arrive, drop my car and 4 hours goes by. At this point I’m going to be late for work. I go back in, absolutely starving and annoyed, and they tell me my car is going in to the workshop at 2:10 (after dropping it in at 10) I go outside at 3:00, to find someone sat on their phone in my car exactly where I parked it at 10. Once I finally got my car back at 3:30, all they had done was take some photos. I could have done that myself! Almost 6 hours for nothing. Fuming! I’ll definitely be going to another dealer next time.

3 months to get a booking, Warranty repairs there not interested. They will lie to you so you go else where. I've bought 4 vans and this is the final straw. Very poor level of service.

If you’re 100% sure of what you need then the site is great. However customer service is email only so it takes 1-2 days to get a reply and a conversation about a part which would take 5 minutes max by phone will take weeks to get a helpful reply

Arrived to test drive the new ID Buzz as looking to purchase it for my company. On arrival one of the sales team Steve spoke to me like crap claiming he had been trying to get ahold of me all week and I hadn’t booked in an appointment. Upon reviewing their own system he saw I did in fact have an appointment. They then couldn’t find the key for the Buzz, we waited there for 45 minutes for the keys and they were never found. I was told at the beginning of the week the van would be charged and available for me to drive at 12:30. Rude staff member and completely unorganised. A complete waste of my time when I could have been out earning for my business. Do not use this company. If I treated my customers like this I could not have a business. If any other vw dealerships would like to sell me a Buzz feel free to drop me an email.

Hi,
I called them 2 times in 2 days in a row to confirm quote by phone 1st then on email to replace fly wheel and clutch kit of VW touran.

Receptionist took my email and phone number every time to arrange call back from parts department however I did not receive neither any call or email in 2 days.
Obviously its not Receptionist fault as she can just pass message to them.

After 2 days when I did not receive any response, I visited VW whitby cars bristol my self to get quote.

Service department guy ask me to wait so he can get some one from parts department to assist me.

He went to call some one from parts department 4 time but no one turn up.

I stood there for 15 to 20 minutes but no one came from parts department even I explained I been chasing them from last 2 days but still they did not bother.

After waiting 15 to 20 minutes,
I left with my query and email address again to response as I did not want waste my full day.

Seems like they treat you like you need them,they don't need you. Your presence has not importance to them as a customer.

Really disappointed and frustrated with third class and pathetic service.

Dissatisfied and Disappointed – car sold with incorrect milage. Now having to return for a third time since purchased for work to be carried out which was overlooked before collection.

Could not get through. When eventually did promised call back never happened. They think they are the only busy people in the world. Worst customer service

VW Heritage Yeovil - Rude sales and service staff. Cannot be bothered to help customers on the phone or in showroom.

Never buy from any “Heritage” and certainly don't use Gloucester Heritage

Dismal customer service. Don't buy a VAG vehicle full stop, but, if necessary, certainly don't have one from these people and whatever you do, don't get work done here. Behind the VW-butter-wouldn't-melt veneer is a **FRANCHISE**, NOT VW, though this does vary depending on the narrative they're pushing at the time. Rest assured VW/VAG's customer service is also woeful, but this detail is important for the public to be aware of before it's too late. Diesel-gate is just the tip of the iceberg with VW/VAG.

Another bit of context is if your VAG/VW car is of a certain age, check your COOLANT RESERVOIR for a SILICA BAG. VW/VAG and the likes of this place will happily let you and their customers continue for years continue to drive with this pointless piece of poison and then they can and will hand you a bill of thousands of pounds to get it fixed. It is a TIMEBOMB, ask any mechanic (only outside of VW/VAG). Research, carefully remove and then change your coolant just that bit more regularly. Scandalous and deceitful.

Do your research into VAG reliability and ultimately, buy a Japanese petrol manual (non-turbo) with a chain belt if reliability is the main concern. Which it should be in these economic times and being vulnerable to these price gougers. Lied to about a silica bag and lied to about a perfectly functioning EGR, which "needed replacing".

Check out this review at the bottom from 18 months ago on the Ombudsman website:

“Awful customer service, majority of the staff are rude and do not care for you, I wouldn't recommend you spend any money with this garage, I have complained and they still will not resolve this. Don't be a fool and ignore this message, you will have nothing but problems and no way to resolve them.
Volkswagen won't take ownership of the complaint as it is a franchise, be careful.”

I paid for express delivery on my order . While waiting-in the next day I receive a DPD message that they will deliver in 3 days time !!! Apart from being the worst delivery service service in the world which i would NEVER choose ; what has happened to the express part of this order ? and what else , well you cant contact anyone ! Very Very poor !

By far the worst place in history to order anything ....ordered an exhaust for my t4 it turned up in a broken box with the end pipe bent,I've sent 27 emails trying to sort the matter out ive called the number on the receipt and nobody has got back to me at all ....shocking service AVOID AT ALL COST .DISGUSTING.

The seatbelt clip broke on our car, we booked it intoin with vw heritage in Gloucester and surprisingly they confirmed it was broken. As always there is no ability to just fix at the time so the car gets booked in again. After another day we get told that yes, the seatbelt clip is broken and it needs to be booked in again to be replaced. Trip 3 to the dealer we get a call to say the clip hadn’t even been ordered so they now need to keep the car for an extra day. We got the car back after the work had finally been carried out but didn’t think to check. Today we are going out and realise they fitted the wrong clip so clearly they didn’t bother checking either. You go to an approved main dealer, pay the premium for this but clearly they don’t know their own cars. I call in to complain, there is no ability to talk to a manager either.

I would like to think this is an isolated incident but it is not. A family member booked their car in at the same dealership for a service, pads and discs after Heritage had assessed what needed doing. When the car was worked on they realised they hadn’t really looked at what needed doing and the bill doubled. The additional work I am certain should have been identified from the initial inspection before the car was booked in. When the car was started it had the message on screen that an oil change was needed, despite the car being booked in for the service it was not carried out at all so it had to be booked in again for this at an additional cost.

Don’t waste your time with this company who have no respect for customers. We bought our Golf R (over £40k new) which has done less than 10,000 miles in twice in 6 months for new key batteries. Apparently this is “normal on all VWs” and they happily charge us on each occasion. We also tried to trade in the car and Heritage clearly tried to rip us off so decided to trade in the faulty Golf R with BMW instead who value customers more.

Scammers
Will never ever go there again!!!

Needed a part asap they was one of a few places that had it available, fast shipping and got me out of a pickle.

Thanks Team !

I very rarely write reviews but feel compelled to warn anyone who has bought from this company to make sure any adds on at purchase have been set up. I bought a car 3 years ago from Gloucester and paid for alloy wheels and cosmetic repair insurance totaling 800 pound, I received receipts and papers confirming purchase. Went to make a claim two weeks ago with the company you claim through to be told “we have no records for you or the car - go back to dealer”. Spoke to vw, left two messages for manager who doesn’t call back, chased again and someone did call and said he would sort it out but now nearly two weeks on and no word despite emailing them! Buy from heritage at your peril!!!

Fast delivery my order number was 8899754656