Sarah B

18 phone calls later..

We placed a deposit on a vehicle at Volkswagen Brentford and, over the following two weeks, experienced significant difficulties obtaining updates on the purchase. During this period we made 18 telephone calls, including six in one week and two to the Sales Manager. None of these calls were returned. We were initially advised the vehicle was in preparation. After repeatedly contacting the dealership ourselves, we were eventually informed that the vehicle had been involved in a minor accident and was awaiting parts at a body shop. Throughout this time we never cancelled our order or indicated that we no longer wished to purchase the vehicle. Despite this, we later noticed it had been relisted on Auto Trader without any communication to explain the situation or discuss the status of our order. Our experience was characterised by a lack of communication throughout the purchase process. We hope the dealership improves its communication with customers in future.