Excellent service from Robert Johnston and the team at VW Harlow.

VW have had great custom from me having purchased 4 brand new cars in the last 5 years and I have had a great relationship with Matthew Fishburn and his team at Lancaster VW in Harlow. A month ago my 68 plate polo rolled off my drive after being parked for 10 hours. Police discovered it smashed into railings opposite my house at 4am & the hand break was still up! £3k of damage caused. I had numerous conversations and email exchanges with senior staff at Harlow and head office and it was suggested my wife May not have been strong enough when lifting the break & seating position was wrong! Surely VWs are not just sold to strong males? Nothing to do with a hand break failure for which the car got returned for shortly after purchase... Had my two children been in the car when the car failed and had the car have hit driving cars when it rolled off my drive then lives could have been lost. Appalling!

Saw a car in a Lancaster group, 1 hr. drive from me, phoned them up as I wanted to part ex my manual car for their auto car, I was told to send pictures of my car which I did and they gave me a price for my car. I then saw the same car at Lancaster Harlow, rang them and told the story they said they would match the price, bring the car down. On arrival I viewed their car every diamond cut wheel was scuffed, stone chips on the bonnet and scuffs on the rear bumper this car was £20,000 Awful sales customer service from the sales lady, the thing they missed out was giving me a kick up the backside as I left Lancaster VW Harlow in disgust!

Wouldn't rate this place at all! Sold a ex demo car that was said to have never been hit however after inspection had received a poor paint job on side panel. No explanation at all - basically spoke as if I had damaged the car. Every member of staff couldn't get facts straight and never communicated to each other. Absolute abysmal service!