Poyser Motor Group - Epsom 119-141 Midland Highway, Epsom, Victoria 3551

"The VW service dept are absolutely incompetent. Sent out 6yo VW Toureg in for r.v following a glow plug warning light alerting on the display. Had to pay $+ for the diagnostics, then take the car home to wait until they could accomodate the repair during which time the car powered down 6 times on the way home, then wouldn’t start at all come the appointment date & had to tow it to the service centre. Paid several thousand for the recommended repair for the car to still not work. Next recommendation were $5-10k to remediate. This work has now happened & the mechanics are too scared to turn the car on to test the repairs for fear of blowing the motor & have recommended another $12k again with no guarantee that this would fix the issue. Total almost $24k and no promises. Clearly taking stabs in the dark. Communication each week has been a struggle, with 4/5 calls each week chasing updates and unanswered calls Have been told they are understaffed by mechanics and no Toureg specialist available to assist with trouble shooting. No family car now for 8 weeks. Provided a loan car for a little over a week, 2 weeks in without a car. It dropped its transmission in the middle of a main intersection, almost causing a major accident. Note to self, don’t buy a VW T-Cross. It took 6hrs for my husband to get home from work that day, waiting for tow trucks, getting pulled out of the intersection by lovely passers by & waiting to hear back from VW on what to do. Emails CC to Poyser Principals for assistance have gone unanswered, Snr service Manager seems to be making an effort to assist, Nice guy, but at the end of the day, we still dont have a car, or an eta on the resolution, or guarantee the recommendations will actually fix the problems anyway. Reception team again seem lovely & appear customer focussed. I don’t know any professional service industry that can recommend maintenance solutions and just shrug & ask for tens of thousands of dollars more when that doesn’t work afterall, and get away with it. Most people don’t have $23k+ just to throw at their car without blinking, to just ‘give it a go’? We certainly don’t! The car is only 6 yrs old, has always been serviced at your service centre per maintenance schedule. No faults have been identified before now. No corrosion of major parts noted only a few weeks prior during the service. That did apparently include a visual inspection, that was happily paid for. We have purchased several cars through your dealership over the years & test drove a car with the view to purchase recently also. We definitely wont be purchasing from you now. Neither will my family who were also about to buy from you. $200k+ loss to the Poyser motor group between us there. We have been left with no choice but take our complaint elsewhere at this point. Clearly Poyser have lost their way supporting both their service teams and customers. An absolutely disappointing customer experience. -5 stars from us. VERY dissatisfied customers."

"Car serviced without any surprises always a good thing but great customer service"

"Walked into Mercedes part, waited ten minutes, nobody even looked at me! No service at all. Tried to charge me $950 for a relay the last time I dealt with them, got it for $100 elsewhere. Won't be back."

"Thank you to everyone at Poyser Motors in Epsom. I went in there not really knowing what I wanted and ended up with the car of my dreams. Jake, Mikealy and everyone else. Thank you all very much !"

"Came to look at a van from vw at poyser motors , Mikealy was a breath of fresh air - no pressure , honest and nothing was a problem , test drove it ,and a second van as well - compared it to a couple of others, decided it was for us and a great deal was set up ... love your work Mikealy."