Peter S

Absolutely horrible aftercare

We got a vw troc in May on motability from pullman vw. After less than 4 month and 2000 miles the gas struts on the tailgate have failed. I rang service centre and asked for a repair and courtesy car. I was told I could not have a courtesy car car she didn't ask what was wrong. She was rude and dismissive I spoke to the salesman and he said he'd help and sort it out for me. The service department rang and said it would be 2 weeks at the quickest. As they were busy I explained how dangerous it was and again dismissed but said he would get back to me. Someone called Nathan rang back said we couldn't know what was wrong as we weren't trained vw technicians. We explained the boot would not stay up and came down again said he would need to see the car before they could book it in but repair could take weeks. Asked to speak to the service manager and hopefully may be repaired this week. Initially We were told it could take a full day to do a 20 minute job. Terrible aftercare. Spares department said they could have them in stock within 2 to 3 days but were going to be left with a dangerous tailgate for weeks. Been told we can't complain as they don't have a complaints procedure. Feel like handing the car back to motability if we have to deal with pullman for the 3 year lease