Group 1 Volkswagen Norwich

After waiting 20 minutes after my booking in time I was told there was no courtesy car even though I booked one. I was told someone would take me home in 5 minutes. After 15 minutes I managed to find someone to take me home. Later I was telephoned and told a driver would be with me within an hour to collect me. After an hour no driver so rang up. Told I was not told he would be with me in an hour and he was just leaving! Shambolic and completely unprofessional company.

Really bad customer service!! Booked my car in for a service and I received no phone call when it was "completed", then when I went back to pick the car up, they told me they had lost my car keys. An hour later they found them but then tell me that the car hadn't been serviced. No apology and really bad attitude from staff.
When calling back a few days later to re-book, I received extremely patronising customer service from a man telling me that I may be confused by my initial service plan paperwork as it "must have been a lot for me to take in".
I have had VW cars for the last 15 years and don't think I will continue with the brand.

Third visit, Great service, Chloe in service reception was friendly informative and helpful, confirming my booking, booking me in and explained work carried out, prices are reasonable better than I expected from a main dealer. keep up the good work. Oh car looked lovely and clean thank you

I misunderstood an indicator on the dashboard. Instead of explaining it to me unnecessary service and check were carried out and charged at full rate when there was absolutely nothing wrong with my car. It paid me £199.

Bad experience bringing my golf estate into have a leaking sunroof looked at. Needed to get things out the car, was told it was on a ramp come back in 2 hrs but then saw the car was just sat in the car park. Then to top it off next day i was told the car was ready so got a lift in to be told actually its not ready it will be tomorrow so now stuck in Norwich with no help offered. Poor poor service. Will not use again - Avoid.

I have given them one star because you cannot give them none; if I could I would have given them minus three! Service desk is a bit of a misnomer, except there is a desk.
I have been a regular customer since 1991 having leased ten golfs and now an id3 and the service has always been excellent. However, since it has no longer been a family run business and bought by Group 1 it appears customer service has lost its meaning in the the Service Department, borne out by other frustrated reviewers.
Towards the end of September having various warning lights coming on including one that immobilised the car I visited the service desk to book it in taking a list of all the problems I had experienced. The ‘Service Advisor’ was not interested in my list and said the earliest she could book it in to check the car was 27th October because being a Motability customer I required an automatic courtesy car.
Received a text the day before reminding me I was booked in and on the morning another text saying I could start my booking in online. Arrived at the desk and after having gone through the booking in procedure was asked if I wanted a manual or automatic car, said must have automatic and she then says they haven’t got one because the one I was supposed to have is still with the previous customer as their car is not ready! They must have known this the day before but did not contact me.
She was now a bit more interested in my problem list and as I understood there are software issues on the id3s and there is a software update, why can’t that be done? She agreed and they would need the car for 2 to 3 days the earliest she could book with an automatic car was 21st November!
Received a text on the 20th reminding me I was booked in for a service and on the morning another text saying I could start my booking in online. Arrived at the desk only to be told it was their fault and my car was not booked in on the system despite me showing her the two texts saying I was which she could not explain! I wasn’t convinced I was being told the truth.
Car now booked in for 19th December for 3 days and they will come and collect my car leaving me with an automatic courtesy car. This is now THREE MONTHS since I originally went in!
At this point in time I have no great expectations it will happen.

No doubt Georgia will respond to this with her standard reply “I am sorry to see we have let you down in this way. Your experience is being reviewed by our management team and our team will be reminded on how to meet our customers’ expectations”, except they never seem to learn.

One of the worst companies I've had the misfortune of dealing with. Purchased a second hand car from them 13 months ago. After 3 months the car had to go back as it had an issue, turns out the battery had died already. I was charged for this and then also told 2 of the tyres needed changing. I complained at the time that I only bought the car 3 months earlier but was told the warranty wouldn't cover it. At a later date I was then informed the warranty did cover it so was reimbursed (this took a lot of chasing by me as it seemed staff were either on holiday or leaving). When the tyres were changed, I was then told the other 2 also needed changing. After a year I took it back for a service and MOT. 1 month later I received marketing material in the post saying I need to get the Cambelt replaced. Why they didn't tell me this at the service I do not know. I am then quoted 3 different figures for the Cambelt replacement. I've decided to go elsewhere from now on as the poor service and lack of communication between staff has been extremely poor. On top of this I've always had to chase them for updates during these past issues and was never proactively contacted by them. Will never go back.

8/12/22, edit:
To their credit, VW did get back to me and were able to supply the part I needed. It seems my message got lost in their system. I have amended the score accordingly.

Another large organisation that ignores messages. I could not find a proper email address for VW Norwich, so I used the online form on 30 October (always a recipe for no hope) to ask about a minor spare part. I got an auto reply from a no reply email. After no response I replied to no reply email in the forlorn hope it may get through. Well, it didn’t bounce back, but as of today 18 November, 19 days after the original enquiry, still no contact. It smacks of utter contempt.