Volkswagen Financial Services UK Reviews 11,207

my extreme disappointment with the service I received from your dealership during and after the purchase of my vehicle, part-exchanged through Audi Tamworth.
While I am satisfied with the car itself, the level of service I received has been completely unacceptable and far below the standards I would expect from Audi.

Key issues I experienced include:
Rushed Sale and Lack of Test Drive – I felt pressured to purchase the vehicle, being told that discounts were only available on this particular car and that it was my “final chance.” I did not have the opportunity to test drive the vehicle beforehand, which made me uncomfortable with the rushed decision-making process.

Incorrect Number Plate and Paperwork – I was advised I would receive a specific number plate, but the dealership issued the wrong one. I flagged this immediately with my insurance company, yet I still received incorrect paperwork. I expect reconfirmation of the correct paperwork and a paper copy for my records. It is unacceptable that I should have to chase this up myself.

Lost Key and Delivery Issues – My vehicle key was misplaced by the dealership, and I had to collect it from the branch. While the delivery driver was not at fault, the lack of clear communication or guidance on resolving the issue was highly unprofessional.

Audi App Activation Issues – I received no instructions or code to connect my vehicle to the Audi app. I had to call the dealership multiple times, and only after speaking with a manager was I able to resolve the issue. This is basic support that should have been provided automatically.
Poor Communication and Follow-Up – The dealership failed to provide any proactive communication or follow-up as promised. I was told by a manager not to provide feedback until I had driven the car, yet no phone call or guidance was offered regarding vehicle setup. At multiple points, I felt the staff were trying to “get rid of me” rather than assist me.

After-Sales Negligence – Despite raising multiple issues, the dealership has made no proactive efforts to correct mistakes, provide guidance, or ensure a smooth post-sale experience. I should not have to repeatedly chase the dealership to resolve errors or get support.

Overall, while the car itself meets my expectations, the dealership’s service has caused significant inconvenience, frustration, and disappointment. I have never experienced such poor service from Audi, and this has made me seriously reconsider my future loyalty to the brand.

It was straightforward. Every step was explained by the salesperson.

Quick and easy to set up. Great communications too.

Sloppy administration means I am still not confident in the process. Was repeatedly asked ( via emails) to sign the e-documents before collecting the car, at the point of collection and after; this was time consuming, not easy to perform on a mobile phone and made me very concerned about the process which when making substantial financial commitment is disconcerting.
Also my name is spelt without a capital letters on all the paperwork and my title is incorrect which means it is also incorrect on the V5C
Unprofessional.

Logical process, however some of the documents sent to sign had very small font and were difficult to read on a mobile phone. Didn't feel particularly in control of what I was signing initially, but it went ok in the end. A summary by email of what to expect before going through each document. would have been useful.

The delivery of our new car was delayed for 5 days due to their inefficiency.
We were ready to pick up our car, but on the day we were told that VWFS had not completed their part of the contract.

Fast, efficient service

My 12th year with Volkswagen easy to deal with and the staff are always polite and helpful..

The whole experience from start to finish was an absolute breeze! The sales personnel are absolutely amazing, as soon as you walk in your greeted with a welcoming and a drink. Very professional and to a high standard

Good experience from the dealer who explained the finance in detail. I felt I got a great deal. Staff at Winchester Skoda very helpful, and kept me updated throughout my new car order process with weekly updates

We had no idea about how car finance worked, as we haven't changed cars for 18 years. It was explained by Billy in such a simple to understand way that we had no hesitation going ahead with the purchase.
We are very satisfied with the service.

Our sales executive, Roman Collins, was a most helpful, thorough and professional person. Great knowledge of the vehicles and explained everything clearly, from the financing to every aspect of the vehicle controls and capabilities.
Roman talked us through, and covered every aspect of our purchase of the vehicle.

Very helpful and informative, nothing was too much trouble

It took me me a number of attempts to get through to a salesperson who deal with the sale of the car I wanted. Kevn was very attentive and dealt with the sale in a professional manner. When a picked up the car there was a minor issue with a scratched alloy wheel that I was told would be sorted. Despite one phone call and 2 emails I am still waiting for them to follow up on their promises. Lookers need to improve on the way they handle their customer contact & Response.

Very friendly helpful and knowledgeable sales staff

Shocking customer service when attempting to cancel a service plan on a car that's been sold. I attempted to cancel the plan on my wife's car but they have been extremely obstructive, not just wanting email permission from my wife, but asking for unreasonable information to authorise me. This is in stark contrast to the extended Warranty team who couldn't have been more helpful in expediting the closure of the warranty.

Absolutely appalling experience with Volkswagen Insurance.

I called simply to correct a clerical error on the policy where my partner’s date of birth had been entered incorrectly. Instead of helping resolve what was clearly an administrative issue, I was told the insurance policy had been terminated immediately.

This left me in an impossible position, as I was suddenly unable to legally drive home from work that evening.

What made matters worse was the complete lack of urgency or customer care shown afterwards. When I asked to speak to a manager, I was told the earliest callback would be in three days’ time — despite the fact I had effectively been left stranded without insurance cover.

Mistakes happen, but the way this was handled was disproportionate, inflexible, and frankly shocking. I would expect far better from a major brand like Volkswagen.

I would strongly caution others before using Volkswagen Insurance.

We went to VW in Slough. We had a quote for a Polo around £23K. Salesperson said as finance buyer they will take £4k off. We said we will put £3k. The credit amount is around 16K. But the final payment over 48 months came around £28K with an interest rate of 7.9%. We had around £9k as balloon payment.
An other £4k has been added to the finance. We asked for explanation but he couldn't justify the extra charges. He said "I understand you are right but this is the system says". I can't talk to someone who acts like he doesn't know why. He is not fit to sell Finance.
We left unhappy.

We went to SKODA. We explain about the experience we had with VW. We asked if they are doing the same think. He said we don't. He gave me a quote which I have in hand. Detail below
Cash price £21770
Allowance £4750 (£3k my deposit + £1750 Soka)
Credit amount £17020
Add charges £2937.26
balance £19957.26
48 month £249.37/month
Final payment £7987.50
Rate:5.9%

Question: What is Add charges?
Answer for sale person: Import , registration, ...
Question: The amount for Import and the rest is around £1200. Can you explain the extra.
Answer: Let me speak to the manager
He comes back and said
"Sorry I made a mistake It is not Import charges. It is your total Interest on £17020".
Question: Can you explain how you calculate the interest?
Answer: The interest is fix but there is a daily charges on the final payment of £7987.50.
Question: Can you show me documents that mention Add charges is Interest.
Answer: We don't have any document but it works like that.
We are paying an interest of 5.9% on the total amount of £19957.26. We don't understand why we need to pay daily charges.
We left that place very very angry.

Is it possible to explain to us :
-Why there is no documents to say what are add charges?
-Is add Charges ? Interest? If interest, why the amount doesn't doesn't match financed amount?
- Is this a fraud ?
-Finances managers and sales person are selling with out proper explanation and charging unexplained amount.
-How someone speak to us about Finance without any knowledge why we been chaged.