Booked an appointment at Motorline Volkswagen Coulsdon for a test drive - salesperson was busy with some one else so we were palmed off with trainee. When attempted to discuss price of car we were considering- spent unacceptable length of time trying to get costs out them. When were finally given a cost which was far higher than another offer we had been given with a different dealer. The finance manager was incredibly rude and felt the time we had been there (which was their fault not of our doing) warranted the higher offer to remain as it was. I don’t know what planet he is on but customer service need to seriously improve before we would ever step back inside their doors again whatever the ‘deal’.

I was delighted with my recent purchase at Motorline Coulsdon.The professional and friendly service offered by Fardeen Lakhani was exemplary and I’m delighted with the car.I would highly recommend VW Motorline Coulsdon if you are looking to buy a VW.

Simply put, Motorline VW Coulsdon are absolute bullies with a terrible brand manager who lacks any kind of customer service skills. Threatened to leave a car undriveable after they broke parts during a service then charged the customer over £200 for the pleasure! Full description below. I arranged a service of my car at this branch. This is at a cost of over £600 on a 64-plate car. This car has a full VW Service history (by another branch from previous owner too) Whilst completing the service, I received a phone call to explain that whilst replacing the spark plugs they have snapped all 4 of the ignition coils, which I completely understand could happen (it’s rare that one would snap but it could indeed happen, I am not an unreasonable person). My complaint with them was they have to take the ignition coils out individually one at a time. So, this is the pattern that occurred. Removed first coil, snapped. Second Coil. Snapped. Third, Snapped. Fourth. Snapped. Not at any point did the mechanic stop to think, or did they call me to say, we have removed, 1 2 or even 3 coils and they have all snapped do you wish for us to continue to change the spark plugs (which is not a completely necessary job!). This would have prevented me the customer from an extortionate bill. Instead they continued their merry way with each coil snapping costing me £55.50. When I said at the time what happens now if I am unable to pay the excess bill (Baring in mind I have a 6-month-old baby with my wife on statutory maternity pay which they were aware off as she dropped off the car) the reply was "we will park your car on the road and leave it there". The car would have been undriveable. I have a young family and they essentially bullied into using them to repair my car that they had damaged! So, I begrudgingly (with no other option) paid the bill at the time to release my car and I placed a formal complaint to which they offered me a small discount. I agreed I will take the discount however I will still be leaving a negative review as I still feel like they had plenty of opportunities to stop the works and increased costs and feel they should review their protocols. I did not want another person going through the same preventable situation as I have. Because I advised them I will be leaving a negative review they have now retracted by offer of discount. So essentially, they are again BULLYING me into a corner to not leave a negative review to protect their brand image online, not actually caring about the customers view nor have I received any form of apology that the did not take 5 seconds to think and not continue with the works. In reality, the discount offered is a joke, £32 I think. I of course want this money back but I will not be paid for silence. I am actually disgraced that large company would even try and act in this manner! I wonder how many other clients they have silenced and therefore would guess their actual review score should be much much lower. The so-called Brand Manager, is an absolute disgrace. His attitude is one of the worst I have come across in any line of work. He is condescending, rude & is a straight up bully. He refused on multiple occasions to provide me with his managers name or contact details. I have now formally logged a complaint with their head office regarding this matter. I am utterly disgraced that such a large brand has treated a customer in this manner. This situation has made me think I will be selling my car and buy a different brand car due to the sheer lack of customer care. I have had 5 VW cars now (currently have 2) all of which are serviced my main dealers every year, however this will likely be my last unless my complaint to head office is responded to. I requested the so-called “Brand Managers” managers contact details again twice yesterday. Again, both refused. I have again asked for this today. I hope that their manager reads this review and contacts me directly, you have my contact details. A small addition, I organised a drop of and collection service however when I arrived, they had no record of this on their system. Not a massive concern, can happen, after 10/15 minutes of my wife and baby waiting the organised a lift home. Nothing to write home about normally but just another thing to add to the list.

A disappointing experience overall with Motorline Volkwagen Coulsdon. We went to this branch of VW simply as it was closest to our home having already decided upon purchasing 2 identical Black VW T-ROC 2.0 TSI SEL 190PS 4MOTION DSG. We felt given our clear spec & timescale that the buying process should have been quite straightforward. As it turned out, after some hours, they told us they didn’t have what we had decided we wanted... but would they listen - no. So, after several hours the result was ‘no sale’, a very poor impression and a clear message from the sale manager that we weren’t going to find what we wanted anywhere at all unless we waited months and months. Now here's the really strange thing... less than 45 mins later, when we got home, we discovered online on the VW website two exact vehicles we wanted - pre-registered (only 10 miles on clock) at other VW dealerships - which, with the help of the other VW dealerships we have now bought.

Unfortunately the management treat the staff like rubbish having worked at the Coulsdon branch for a number of years i feel i am qaulified to write this. There has been no consistancy at Motorline Coulsdon with approx 100 staff leaving in the short time (5yrs) it has been there which speaks Volumes. Management keep changing constantly and the ethos seems to be a dont care about staff. Which is a shame as good skilled knowledge is hard to find, this place could be brilliant if it learnt that people/staff is it's key resourse treating them like rubbish until they leave is not an intelligent way to build a good business.

I took my VW Beetle to be serviced as the driver door lock was faulty and I could not open my boot. I falsely believed they would offer me a reliable and professional resolution to my problem. They performed a diagnostic and advised me the problem and how much it would cost. When the car was taken in they had got it wrong and the price went right up to over £1000 I had to wait over half an hour to drop off and pick up Car. When Work completed they had not reconnected my parking sensors. Had to wait another week for these to be fixed and they wanted to charge me another £60 which I refused. To top it all when I did get to open my boot my sat nav was missing from its bag and I called the service centre. They were not interested and did not bother calling me back. I will NEVER use this garage again and will warn all my friends NOT to go there!

Absolutely the worst vw dealership network I've ever dealt with...... had untold problems with the Crawley branch, no communication, always ignored, lied to , the list goes on & is vast! Then thought I'd give coulsdon branch a try & asked a question about a possible car purchase, a very simple one & here we are over a week later & not even a response despite sending it directly to the salesman's email address, if ever you want a vw I wouldn't personally bother with motorline........shocking service!

Yesterday, Mr. Wahid Elnouzahi was most helpful and charming whilst assisting myself and Mr. Skinner in a possible purchase of an Up! car. Unfortunately, as my husband suffers from a severe neck disability, we were unable to complete a purchase of the car, as the non-adjustable car seat was too high and pressed against his neck. We just wanted to put in writing our satisfaction with the help from Mr. Elnouzahi at Motorline Coulsdon.