Mike F

Lied to and ignored

I bought an approved used golf from Inchcape Volkswagen in Chester for £23,000. I had a lot of email communication from Bogdan the salesman who dealt with me during the purchase process. On delivery day I noticed a noise from the suspension that I had not noticed on the test drive, I emailed Bogdan about this immediately, no reply. 3 days later I noticed a puddle of water on the parcel shelf and discovered the roof lining was soaking wet. I emailed Bogdan, no reply. It took me another 3 days of phone calls, being told for days that no one was available, they where off work and at one point every member of sales and service team are in a meeting. I emailed Bogdan every time I failed to get through. Eventually I got a call from Szymon the “new car sales manager” who told me I had to give them one chance to fix the car which is “in your consumer rights”. This isn’t true, I was flagging the issue after days of ownership which should mean a no quibble return if I’m not satisfied. I gave them the benefit of the doubt and they insisted on taking the car back to fix the leak and investigate the suspension noise. A round trip of 260 miles. I was initially told I couldn’t have a courtesy car for a few weeks, but to their credit and after some arguing on my part they eventually sorted one for me. They fixed the leak but “couldn’t hear the suspension noise”. Syzmon sent me his email address and told me that if the leak returns within 3 months I can bring the car back. I got the car back and after another few weeks (5 weeks of ownership minus one week back in Chester getting the leak repaired) the brake pad light came on, I emailed both Bogdan and Syzmon multiple times about this but I have NEVER had a reply from them since the day I transferred funds for the car. I’d done 1500 miles at this point. I got a quote for the brakes to be fixed from my local VW dealership and quoted £900+ for the work. The creaking noise in the suspension is still present, probably a subframe bushing that will cost a similar amount to put right. Not what you expect from a supposedly reputable main dealer approved vehicle that supposedly goes through extensive checks before being sold.