VW Heritage Reviews 88

I had a bad experience with my first service and was later contacted by VW to enquire 'if there was anything they could do to assist me'. I took the time to send detailed feedback and didn't even get a reply. I am left feeling VW don't care once they've sold you the van. This is what happened to me:
- Had a great experience selecting and buying the van, we could see the negative service reviews but were assured staff had changed and things were good
- Took van in for first service around August last year – I booked in 2 months in advance but van wasn’t looked at until 4pm on the day
- Despite being told the code, staff triggered the immobiliser and the van was immobile – this causing us great distress when we were phone and told abruptly to ‘sort it out’
- Was given incorrect information about the charges so then surprised when our ‘free’ service cost around £100 rudely being told I had been told the cost in the morning (I hadn't).
- Despite promising, van wasn’t cleaned as they ran out of time
- Defect to be fixed under warranty wasn’t fixed as staff told me there wasn’t a problem (there is a problem and it was clear to see – they just ran out of time).

In addition to this the lady that dealt with us, was so rude that they whole experience was upsetting, at one point she called my husband a liar.

Enquired in person for price of cam belt & water pump change as well as oil service and mot on a 2016 scirocco tdi. Online showed a fixed price of £550 approx for cambelt/water pump but upon checking this price with the young man I was dealing with we was rather rudely informed by another service administrator who wasn’t part of said conversation that actually the price had gone up to nearly £800! When I asked why he nonchalantly replied with “everything is going up in price, parts, oil etc and so of course we’ve got to put our price up too..” wasn’t in the mood for a full blown argument/discussion so I told them to forget it. Phoned Marshall’s @ Taunton who said it was £550 as per vw website so I booked my business with them. Love vw as a brand and intend to stick with them for future purchases and busisness but Heritage @ Yeovil won’t be getting any of it due to the rude, arrogant service team member.

I must say I am extremely impressed with the level of customer service from heritage especially tony Joannou. They have done there upmost best to help us and other family members. Second to none

The customer service wasn’t good, walked in only yesterday, went through the details of everything and I asked am I ok to wait here for the vehicle, she said yes, didn’t tell me where the waiting area was so I was sat In the front of the main area entrance, wasn’t offered tea/coffee waited for 5 hours, I’m Asian, perhaps the women was racist because every other white person that walked into vw was offered tea/coffee upon arrival, disgusted that this still goes on these days tbh, the lady who served me had specs late 40’s slim tallish blonde/brown hair.

So sad I had not seen this prior to spending £52k on a Transporter, politely all I can say is go else where. They rip you off and don’t deliver as asked. Going legal now and would suggest you look elsewhere for a vow

Had a service in mid July from VW Heritage on my Golf. Yet again they said didn’t have time on the day to do the items that need doing but said I could book it in a few days time. I called to book it in and they now say I have to wait 2 months. One of the issues is an engine management light which they charged me £60 to look at and switch off. The light came straight back on sending the car to limp mode/low revs only. The mechanic failed to fully diagnose the fault and said it was just a sensor error. I now know that is very unlikely and he seems to have done little work, if any, to work it out. They wanted to charge double what Kwik Fit quoted for the same tyres and said the battery was defective. When later ordering the tyres from Kwik Fit I opted for a free battery check and they said the battery did have a low charge but was fine and would charge on use and was certainly not defective or in need of changing. Heritage also forgot to stamp the book (again) and asked me to drive 7 miles/14 mile trip across town to get it stamped. I suggested posting it to them recorded delivery and they didn’t offer to pay for recorded postage. I don’t think I would trust them to return it to me anyway. I’ve phoned 3 times trying to book for the engine management issue and wheel alignment to be done before 2 months time and on last call I was assured someone would call me back today and they didn’t.

Last years service was even worse and I accepted £50 off next service and gave them the benefit of doubt that it was a one off. That’s it now. I’m taking my custom elsewhere for the next service. Reading several similar reviews and from my experience, I think the management is failing does not have a clue about customer service and/or how to train its staff. I’ve no idea how they are still in business.

Bought a car from here in April 2 mouths later getting a slight nosy from gear box car goes back in on the 12 jul for 2 days to get told it is right for the nosy And said it be £ 400 to remove gear box and to have a look
?? not happy on way back home I stops in Gloucester Road gear box centre very busy but the guy still help me out told my car look at it and test drive it and said there is a Problem with the box so I goes back to heritage in Bristol did not want to known get back home I used the car in the night and now nose is worst now

Caravelle service doesn't make, because I waiting 3 week for EGR. Service completly scrap!!!

I needed to have my service history confirmed to sell my car.
Hope, the young woman who helped me, sorted everything for me, she was kind, knowledgeable and very professional.

Thank you Hope.

We not even bother to use as been waiting to days for some one to phone back rude disrespectfull go elsewhere not worth wasting your time bristol

absolutely disgusting customer service from this vw dealer in Bristol as there was none. I had my infotainment system packing up. Told them all the things that were happening even saying emergency update needed and was told I had to bring in it to be attached to dynostic machine. by the time the appointment arrived there the system was unable to switch on. I was told when I called about it that they couldn't dynose the probably as the machine was not be able to talk to car and a further investigation costing another £72 ontop of fee of £60 was due to look inside glove compartment. they did however spend ages on trying to make more money out of me by doing (as advertised on website) their health check that costs £20. I only asked for report on the info system , these were sent back with reports of red for low oil costing over £30 and a oil leak costing over £900 . both of these are false. my husband and the local garage said oil levels fine and no leak found. when I went to collect my car I said I'm prepared to pay the £20 yr website adverise for health check as that's all they gave me. no report on the problem I sent it in for. said I'd pay the £72 for them to investigate it but not prepared to pay the dynostic fee of £60 as nothing was dynosed. was told by service management that don't worry about paying anything as you won't be bringing yr car back here again. were his actual words unless I paid the £60 for no info. took it further and not even an apology. avoid . plus vw want half the value of my car to replace the part just to make my stereo and sat nav work. £4000.00 disgusting all they're out for is your money

Longstanding customer of Heritage Bristol VW (having bought cars and all associated servicing over some 15 years). Golf in for full service Nov 2020 - all day - cost +£280.00. Get car back supposedly having been fully serviced, and notice old shredded wipers still on car? The Service paperwork (incl the wipers) is shown as having been checked and ticked off as safe and ok with Heritage Bristol VW? But the car wouldnt even pass its MOT like this? If Heritage VW are not properly checking & servicing customers cars & simply ticking them off as being ok then that is very poor. A Heritage VW manager was good enough to come out to us to put on new wipers, and i was told that they would get my car back in for full check asap! As yet i am still waiting 2 weeks later! Tried phoning, left messages and no comeback. If this is how trusting loyal customers are treated then that is very poor and we will now buy our cars and get all work done at other VW dealers in future. I am disappointed to say that we will not be going back to VW Heritage in Bristol and wanted to make this public. December 2020

Needed VW Golf Mk2 top mounts after MOT fail. So ordered G60 ones. But didnt realise they were sold separately! Does state for one, but stupidly assumed one pair. Normally sold in pairs, so very expensive compared to other sites for the same brand.
2nd one ordered, 3 in stock, email sent to them as no show after 5 days. To be told they are now out of stock, and will be in stock Mid January! (9th Dec today) No email sent to me letting me know, so now trying to find another site that sells them separately ASAP as my car failed the MOT and will now have to pay for a retest, and Im still without a car!

I have had my vw from heritage for a year the TRoc has been a fantastic car in the first year
Heritage has serviced the TRoc for its first service
I’m writing this because I can not fault them with all the negative reviews on this site
I would recommend Heritage from buying my car the hole experience was made easy and now I’m glad I gave them ago
Must thank Harriet and the team
This has made me thankful for finding a car company who cares

I took my T6 Transporter in with a serious coolant leak (from full to empty in less than 100 miles). They did a pressure test which revealed nothing so they just gave the van back to me saying there was nothing wrong with it! I contacted the next day to say the van was still using coolant, they never got back to me. I then took the van to the Swindon dealership who immediately identified a faulty EGR valve, and cured the problem. I seriously doubt Heritage use fully trained mechanics. I would never trust them with my van. Awful.

Do not bother to try and buy here. Rude, disinterested, unable to to operate an expensive campervan.

We booked an appointment 3 days ago, the campervan was uncharged, the saleperson couldnt pop the roof, open the back door, and wasnt interested in showing us around. For a £70K van, the service was shocking. Oh yes, and they were rude! Go anywhere else!

VW Heritage Bristol-
In July 2020 when ringing to buy a van I wasn't getting called back as they were short staffed due to Covid. This was frustrating. So I went into the showroom and Andy Nash has been great. Once I got his direct number he has texted back and been very helpful. He answers all of my questions and spent a lot of time with me giving me information and even helping with advice on insurance providers etc.

Edit- it’s now December 2020 and I’ve had the WORST after sales service ever! I have 6 months warranty on my van. VW didn’t listen to me when I said my van was cutting out whilst driving it (very dangerous as the steering locks when engine cuts out). VW said they’d checked it and found nothing wrong. I asked to speak to the manager and I told him I was concerned as I knew there was something wrong with it. He told me to take it for a long drive as he thought the strange smell coming from the exhaust was the van ‘regenerating itself’. So I drove it up the M32 and back. Over the next 2 weeks the van kept cutting out whilst driving (including at night in the rain down a very steep hill!). I was desperate so I decided to call the AA out to get their opinion and they found a fault that could be causing the issues. The AA man followed me down to VW and the van cut out twice on the way there. I left the van with VW and they rang me later. It turns out I’d put petrol in it once instead of diesel. Of course I accept this was my error. However I said to VW if they’d picked the issue up 2 weeks ago I wouldn’t have carried on using it making the problem worse! When I told the manager this he said they’d only looked at the electrics in the one hour they had it booked in for as they thought it was that. They hadn’t checked anything else! I said to him that I’d told him what the issue was and how they chose to address that was up to them! But to let me have it back still not fixed was very dangerous! VW said it would cost between 5k and 6k to sort out. I got a second opinion from my usual garage that I trusted and they ended up fixing it for £300! Also by VW asking me to take it on a long drive they probably made the damage worse.
Also since September the side door sensor has been playing up- it shows on the dash board that it’s open but it’s not. This means I can’t lock the van from the inside when driving it and the internal light won’t go off because it thinks the door is open. I took it to VW and they said they had fixed it but the issue has come back again. I’ve called VW again and they said I had to go to a body shop they use to get it looked at. I did this and I had a phone call from the body shop to say VW are saying they will pay them for 1 hours work and if it’s not fixed by then it’s not covered by warranty. VW said the van was fine when they sold it to me and therefore they can’t cover any more work than the 1 hour under the warranty. They are trying to blame the side door issue on the fact I've had it partially converted into a camper (windows, floor and lining etc). How can VW prove or disprove the company that converted my van caused the problem or whether it would have happened anyway?! My question is this- is it covered under warranty or isn’t it it? How can they say they’ll only pay for 1 hours work?! It’s either covered under warranty to be fixed or it’s not! How is the time it takes relevant to whether it’s covered by warranty or not? I rang up VW and asked for a copy of my warranty so I can see what’s covered abs what’s not as I’d not been given it and they said there isn’t any paperwork for this! How convenient is that?! There’s meant to be a Warranty Booklet but they obviously don’t want me to see it for some reason! Dodgy!!
Finally my trusted garage said as my van is over 4 years old it needs the cam belt changing. My van was 4 years old in March and I bought it in July so why wasn’t the cam belt done by VW before they sold it to me?! I rang VW up and the same manager I dealt with before said my van was serviced before buying by the car side of VW Heritage as the van side was too busy and they must have not done it! I wonder what else they haven’t done? I’ve got no faith or trust in VW at all now. I will never use them again once the warranty has finished. Absolute disgrace. Dangerous!

Worst service ever....anywhere is better than here....vw Bristol....they will be the best agents to sell but the worst for anything else after you've bought it...

If I could give them less I would.. First time wanted to buy a golf r golf they didn't have any so ended up getting one from marshall instead who treated me much better.. After having issue after issue with the car I took it into heritage to have some work done gave me my car back still broken.. £44,000 golf r and they couldn't be bothered to fix it so asked to get rid of it and the manager was sarcastic and rude but this was back in 2018.. So again I had issues with my 2nd golf r and after they fixed it I was given a list of work that needed doing curtailing hundreds of pounds.. Took it to another garage a month later for an mot and was told all my tyres were above 3mm vw recommended I changed one and all the other work quoted didn't need doing.. Anyway I thought in March this year I would give them another chance.. This time they did sell me a brand new golf r took my deposit and I was happyish.. Two weeks later not 1 phone call, email to tell me about my car.. After several days of phoning up and being told I can't speak to anyone they called me 2 days before I was due to pick up car and was told they sold it and that there was nothing they could do on anything else and that they would refund me.. Before I decided to buy the car I told them of my previous experiences and they said 'don't worry this time will be better' clearly not.. The only good thing about vw is Sharon fay the rest of them don't care about customer service just taking your money