Anonymous

Damage to California

I took my 2017 California there last year to have sliding door lock changed. I took pics of door just before I took it in, in case they damaged it. When I collected the van, I looked over the work and noticed they had scratched the inside door. They denied it even though I showed them the pictures. Eventually they said they would repair the scratched paint, clean the van and collect the next day from my house. Next day I heard nothing in the morning, I called up twice and first time did not hear back. I then was put through to workshop manager and service manager who argued that the technician believed he didn’t do it. So despite the pictures I took and them saying they would repair it, they now were saying they would not. After an hour or so arguing on the phone, they eventually agreed to collect my van and repair the scratches. They did the paint repair, but can’t say they cleaned it very well. I was just relieved they didn’t crash it and devalue it completely. I sent complaints and a report to VW who didn’t seem to care. I had one answerphone message and when I called back, no response. Amazing when you buy a new van for £48k from VW that you get treated like this over a few small scratches. Is petty, but why should I pay good money for them to carry out work and then damage my vehicle and deny it, despite photographic evidence on my phone. I even had the sales guy check the van when I dropped it off, but he denied there wasn’t any damage before. I would add that I bought the van from Heritage in Bristol, even though I’m from Bournemouth, as Breeze Poole did not want to know when I originally enquired. Overall I’m Amazed they are allowed to trade this way, I suggest VW head office audit the site and do some secret customer trials.