Volkswagen Touareg 3.0tsi RMI 462BHP Phev - Night

I had my yearly car service done today and I am totally disappointed. They offered a complementary car wash and I also requested twice that the car wash to be done. Despite this, they did not do the car wash giving lame excuse of under staffing. This happened twice with me. It is very unpleasant to see your car delivered without a basic wash after paying a huge amount on servicing. Hope this reaches the right team and they work on better servicing.

I have not posted many online reviews and every single one until now has been a complimentary one. This is the first negative review I’ve ever made. I’ve been a customer for almost 7 years, since relocating to Cork from overseas. In summary, this dealership has no focus on, nor implemented any methodology or training to their staff that translates in any meaningful way to delivering a consistent customer experience let alone an excellent one. Why have I continued for almost 7 years? I’m one of those customers who places value on having a main dealer stamp each year in my cars service book - that view btw no longer remains. I’ve had many poor experiences at Forge Hill VW over the years… at one point there was a knocking sound from the rear, they took many hours (a full working day of labour charges) to try to diagnose, which I paid for in full, to then at the end of the process say that they weren’t sure what it was but how about we replace the boot lock and see if that fixes the problem…! They confirmed that if this didn’t fix the fault they wouldn’t reimburse me but could continue the fault finding process (at more cost to me), but we’re pretty sure it should fix it. I bailed out of that merry go round at that point, albeit having paid considerably for labour costs delivering zero value. At another time they repaired an apparent leak via a speaker unit (a common fault for Mk7 Golfs, but not one I had seen any evidence of in my car). Nevertheless, I proceeded as advised. A while later, I did notice a leak. However this time, the remedy became much more complex for them. An initial attempt to fix the problem with assurances that they had, didn’t cure the problem even though yes, full charges were applied and paid. Then more attempts were made to try to fix the ongoing issue. This took several visits to remedy, ending in a strategy which was to replace a whole range of door and boot rubber seals as they said they couldn’t be sure where the leak was coming from - additional cost for this exercise was well into 4 digits… There are several other examples of disappointing experiences, my most recent however being the dealerships poor attempt to address an issue with my clutch. I reached out to the dealer and told them of a clutch pedal problem that appeared overnight and asked if it was ok to have my car delivered to them as they were my dealer and familiar with the car. They confirmed yes and said they should be able to assess the car in a few days and then depending on the issue, it would take 7-10 days to get car parts in and the repair actioned. I said fine, having my car flat bed delivered to the dealer. One week later, with my car sitting outside in the corner of the car park area, my car still hadn’t even been looked at. Worse still, no one (the latest in a long line of changing service delivery managers) circled back to let me know what was going on or provide any meaningful update. Disappointing, but why am I surprised? Par for the course with these guys. When I called the Head of Service, he immediately apologised for the lack of callback, and talked about their struggle in delivering consistently re customer service. It seemed more a well used story that he had shared with other disgruntled customers rather than a discussion point that was unique to me - my impression anyway. As i mentioned to Alan, my business with them, as small as it is, ends here. An impersonal, unwelcoming dealership which has too many parallels to the stereotypical perceptions of terrible car dealers of old. More focussed on changing your wiper rubbers and key fob batteries at every engagement to maximise revenue grab than meeting your needs and delivering an excellent experience.. Avoid at all costs if you can… Oh, and if you’re interested, my car went to a gearbox and clutch specialist that a friend recommended to me. It was diagnosed the same day it was delivered to them with an accompanying phone call update, and it was fixed and ready for my collection by mid morning the next. There are alternatives out there I’ve realised.

I visited this dealership on Saturday 18.01.25 and the service I received was unprofessional and rude. I made an appointment with Neil to view a car and query about a few cars on site and when we arrived to view the car in my opinion this car should have never been shown to a customer in the state that it was in. There was an odour from the inside of the car. The car was filthy inside and outside, you could feel dirt and grime when you touched the steering wheel, the car itself was in poor condition it had not been serviced, the brake pads and brake discs were completely worn, you could hear the timing belt was extremely worn and the tyres were bald. This car was not safe to be out on the road and should have never been released to a customer so we returned promptly with the aim of viewing other cars we had seen outside that were in better condition. Upon our return to the dealership the sales person whom we had an appointment with was now in a meeting with different customers. We stood there with the keys for over 10 minutes while other sales personal and managers stared at us and never once approached us. We ended up having to approach the receptionist for assistance who apologized profusely for the poor service we had received but unfortunately couldn't find some-one to assist us even though there were sales staff with no customers, she explained they had customers out on test drives awaiting their return so they couldn't deal with another customer yet. Clearly this did not apply to us maybe the 25K plus we were spending was not enough for this dealership. We ended up handing the keys back to the receptionist and left. The whole encounter was unprofessional and unpleasant from the start. Terrible customer service from sales person and their managers onsite who clearly watched this unfold. Having dealt with Blackwater Motors Fermoy before, this dealership is nowhere near as professional. Would not recommend dealing with this dealership if their sales service is this poor. I can only imagine what their aftermarket sales service would be like. After now reading reviews for this dealership I am glad I didn't purchase a vehicle from here.