Volkswagen Touareg R 3.0 Tfsi Phev 462BHP IN Matt

Brought my golf to Forge Hill for my second service as part of my service pack with VW this morning. I was contacted at 12.30 by email to say one tyre wasnt thread legal and advised changing all 4 and alignment. With NCT due I authorised and was told approximately 1-2hrs to complete. I was there two hrs later and it still wasn’t ready. It was ready after another hour. I would have been waiting another hour if I wanted it washed so I declined. €513.90 in total. Invoice was emailed to me before I left. Lauren on reception was pleasant. However, the amount of people walking around aimlessly is astounding. I drove home and discovered that car manual book, insurance cert and log book was missing from my glove box. I phoned immediately and someone said they’d get back to me. They did and said they had these items and would bring them to my home. A young lad dropped it to my house. Offered no explanation or apology. Service book was not in the folder and he said they’d just use laptops for that now and don’t stamp the service book anymore. Ridiculous. Extremely poor aftercare ‘service’. And I found the missing book and documents very strange considering they don’t stamp anything anymore. Won’t be back. Slow and very expensive. J L.

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 were 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.