Barnstaple Volkswagen, Barnstaple
Ranked #116 of 209 in Devon
"Not a garage that I would reccommend anyone to go back ro or deal with"
By NJP, 4 February 2012
My experience with them has been very poor from start to finish. With regards to the sales process and know more importantly the after sale process and performance. It has been a test of perseverance and ingenuity to firstly contact them for service information. In the first instance it took at least 24 hours and approximately 10 calls to get a response from them. The response was only forthcoming when contacting the accounts department (any surprise in that) who tried to put me through but also failed. They arranged a call back which was not forthcoming, so contacted accounts again they got me through. Went straight in on that day which was good given the frustration in contacting them. The following day this was Friday after trying to contact them on Wednesday 3 days after it all began the service department called me back apologising for not contacting me sooner and how could they help me. How good is and ironic that for hem to contact me after the work had been done. And as I was to find out this was not a one off The second and even worst experience was in Jan 2012, had the car 11 months and due to work commitments had to get the MOT and first service in early. In excess of 24 hours and numerous calls again just to get through. Good old accounts came to the rescue again, must have thought I had a bill to pay so answered the phone again promises to call back that did not happen. Notice the trend. MOT and service went well until I picked the car up, presented with over £1,000 pound’s worth of advisories to be completed within four months. This was a shock even though it was 4 brake disc’s (1 scoured by stone so understandable), tyres (which I can understand) CAM belt. Would you expect to buy a car for the fat end of £15k and get this bill with in 11 month’s? They espoused all about duty of care for advising me, but as I had completed less than 7 thousand miles and was not given the advice that the CAM belt and pump would have to be changed at four years and not go to 40k miles, I do not believe that duty of care was extended to me by them (who knows I might not have bought the car, silly me). They are hiding behind the wear and tear curtain which again I could understand if I as a young boy racer. So my experience with Barnstaple Volkswagen is very poor, have had an Audi for last 8 years but will not be going back because they are a multi franchise dealership. Would I recommend anyone to deal with them. A resounding NO. Also I should have listened to the numerous people who had advised me about the level of service offered by them after moving back to the area. Again, silly me.