Alto Volkswagen North Shore (Service)

"Hi, this is the second and last time I step into your dealer. Unfortunately, the customer care was not good at all, when I stepped in it was in the middle of the working day and no customer was in the dealer, no one to ask me who am I and someone from the back somewhere said how can I help you with very sad seriously and icy face, he was not welcoming at all. I wore a smile and was talking to him and sharing my data and information about the car, it seemed I was a salesman and he was an angry customer and then he left without saying anything. This happened 2nd time for me. I know that the dealer location and the maker badge that you are selling are covering this behaviour. However, I as a new customer will not come there anymore. When I tried to write this review for you the number of your customer satisfaction showed not only the sales but also other sections have some issues! And please do not reply that you are sorry. Please work on your salesman behaviour. Thanks."

"Beware that they are trying to trick customers into buying services and replacement parts that are not needed. Recently had a yearly service, rego check and coolant leak repaired. Was recommended an “urgent “ replacement of two front tyres and wheel alignment for $550 via their dodgy digital vehicle inspection report which I declined. On picking up after completing the service I was told the road worthy wouldn’t pass unless I got two new tyres. On questioning this and inspecting the tyres with Samuel ( customer rep ) and mechanic (? ) they immediately back tracked and said the road worthy would be approved!! Beware of dodgy up selling PS they were good quality tyres with 20k km"

"I needed an ignition barrel replaced on a Golf GTI. It’s a $400 part and the cost was $1800. It took them a week to look at it and then 4-weeks to fix. I called several times and was told that they couldn’t track when the part would arrive. I was in the area, so went in one afternoon and saw them face to face. Amazingly my car was ready at 9:30am the next day."

"Amateur hour. Was invited to drop my car off for repairs with the promise of a loaner car. To be honest the loaner car was the only reason I drove 45 minutes to this particular service centre. I received a booking confirmation, that included the loaner car arrangement. When I arrived to drop the car off, the service centre employee seemed stunned that I wasn't aware that there were no loaner cars available and had been "booked out for two weeks". Time wasters."

"When making the appointment for the annual service, I specifically discussed the "Care Plan Certificate" for my 2.5 years old VW Golf. I was advised that the system correctly showed the Care Plan coverage and the upcoming inspection was covered - so all good. The online service confirmation also showed "Assured Service Package" for the 24 months/30k interval. When I dropped off the car this morning, the validity of the Care Plan was again confirmed by the consultant (John). After I had left, he called me saying that the 24 months service had expired in February (i.e. only 3.5 weeks ago) and all he could do was to bring forward the 45k/3y service package. I had no choice but to have this done instead (a less comprehensive service package). I queried why I was neither told about an expiry when I made the booking nor when I dropped off the car? John was only interested who I had made the booking with and that the person was obviously wrong, and that he had called me as soon as he found out, adding that if I wasn't happy I could pick up the car again without the work being done! When I collected the car later in the day, John's only comment was that certain items like changing the break-fluid had not been completed because I "had missed out on the 30k service interval". Incredible! No word of apology for their "misleading me during the booking and delivery process" or extending the "expiry" by 3.5 weeks. As a loyal Volkswagen owner over many decades, this was the worst 'customer experience' by any service centre. Now that I have effectively been robbed of the 3rd year's inspection as part of the 'purchase package' I will in future take my vehicle purchase and service business elsewhere."