I purchased a brand new Volkswagen Polo from Letchworth Volkswagen in September 2023. I was extremely excited and looking forward to driving the car after being sold “the dream” from the salesman. However in reality what I have experienced over the last 20 months has been a nightmare I wouldn’t wish on anyone. The issues started immediately on the day of collection. At the point of hand over I noticed there was a loud rattle when you opened and closed the boot. After informing the sales colleague about this the garage decided to book in repair. However as I found out later, the repair wasn’t completed correctly. Unbeknown to myself, the seal around the boot wasn’t left water tight. which inturn lead to water seeping in the rear light cluster. This lead to wiring failure, and the led lights failed altogether and all had to be replaced. The roof also developed multiple dips and ripples in it after just a few days of having the vehicle, and the roof to touch was extremely flimsy. Despite informing several senior staff at letchworth VW of this structural issue on numerous visits to the garage, the repeated response I received from them all was “there’s nothing we can do about it”, we’re not covering that under warranty. Within a few months of ownership, the whole entertainment system and the visual screen stopped working, resulting in once again numerous trips to the garage, several bodged repairs and replacements. The car also developed lots and lots of electrical faults, including the cruise control cutting out when in use. This nearly led to a very serious motorway accident and after that it was an expensive option I couldn’t use safely again. Overall There were several dozen trips back and forth to the garage over the first 12 months of ownership alone, with an ever growing long list of problems both structurally and electronically. I repeatedly informed the garage that I would like to return the car back to VW, under the customer rights act 2015, both verbally and in writing. This was on the basis the vehicle sold to me, was not fit for the purpose I brought it for as it had so many continuous faults. I also spoke with numerous times and made several complaints with VW financial services, aswell as speaking to the VW area manger on more than one occasion, however all to avail, as nobody seemed interested in resolving the ever growing issues with the car. At my whits end, I created a case with the financial ombudsman in regards to returning the car and being reimbursed. An independent investigator was assigned and came and made a report on the car. His reported stated that there were numerous continuing faults with the car, both structurally and electronically. The ombudsman ruled in my favour, the car was returned and I was awarded my money back alongside a small amount of compensation. I can honestly hand on heart say, that this has been an extremely stressful last 20 months. My appalling experience with VW letchworth and their management (specifically Mark Sturgess head of business and Jason Ayriss Sales manager) has been one that I never thought was possible from a company. I was completely sold the dream, but as soon as there was a problem with the car, this quickly became a living nightmare. The support in returning a faulty dangerous vehicle was also non existent, and the disregard for obeying the consumer rights act was very apparent. I would strongly recommend anyone willing to purchase a vehicle from VW letchworth to think again.