Volkswagen
Reviews and Complaints

Dear sirs,

I purchased a Volkswagen Atlas in July 2018.

1. I took it to Klassic Car, the dealer and official maintenance service in Santiago. Last October 9.

2. I Informed the gear box had failed to shift 4 times in the last year.

3. I informed a belt buckle was not working.

On Thursday afternoon I was informed the year maintenance had been concluded but they did not have enough information as to the problem with the gear box and that would take them an additional day as they had to borrow from Porsche a Device that would assist them in the diagnosing the failure.

Friday, Saturday, Sunday and Monday went by without any news.

I called today in the morning and had no answer for the employee first assigned to my car.

Then I contacted other employee, until I got a call from from one employee telling me it was not a gear box problem, but a electric one.

Later on, I got a call from another employee telling me they had mended the gear box issue as it was related to some
Valves.

However, they did not have the car ready because they were still waiting for factory approval to change the belt buckle damaged because the Volkswagen factory said it was a damaged caused by the owner.

I replied saying no one in my family tried purposely to ruin a belt buckle and if it is damaged it is because of bad quality.

All in all it is 7 days without a car, a car that I no longer trust.

The technical assistance provided by Volkswagen is very poor. Not only in Klassic Car but in Miguel Jacob. Staff is not well trained, they are not client oriented and don't seem to provide confidence.

Best regards,

José Luis Londoño

I have recently noted a crack on my steering wheel and raised the concern with my dealership, unfortunately I am advised that they won't be able to assist as the user ("i") haven't been using the hooter appropriately and this is based on assumptions that drivers do not know how to use hooters. I have been using vw cars for years and and know where to press the hooter (indicated signage) and so forth and it is unfortunate that I have to get to this point based on vw's assumption that some of the drivers don't how to use their hooters and it's actually very disappointing, please advise a way forward as I will surely share this information/concern with my insurance should anything happen with the steering wheel unfortunately.

There are clear indications and signs that the heat is causing the issue and I can assure I park the vehicle mostly in covered/sheltered areas.

I await your response accordingly.

My Name is Kabelo Gilbert Phakathi, Cell Phone Number: [protected]. On the 19 of June I took my car (Polo 1.4 Trendline) to VW Wonderboom to be fixed after it had indicated an EPC light on it and I got quoted for R27 000.00 so we were waiting for my insurance to confirm how are they going to pay where they only paid R7000.00 and I paid R20 000.00 cash. The guy by the name of Tony took about 2weeks before he can even start to fix my car even after I have paid and the insurance had confirmed everything. on the (25 July) I went to fetch the car after they were done fixing it, 3weeks after I fetched the car I realized that the engine cover and towing hook were missing and I informed them of my missing parts and they said they will into it but they only gave me the towing hook and said the engine cover was not there. I spoke to their manager William but he never did anything about it and only say he will look at the cameras to check what was in the car from the day that it got to the dealership but now when I call him they ignore me and say he is not in the office. and he at some point got rude to me by saying engine cover is not expensive I can buy it myself or he can even give me 5 of them. I honestly cannot buy the parts that were in my car when I took it to them. its clear that at Wonderboom they steal parts from our cars when we trust that they will take care of them. please assist me as I cannot drive the car that is missing parts

I bought a Polo Tsi Highline 2018 model brand new at NTT Abbotsford in East London and took it for every service at the same dealership.

While driving on the evening of Tuesday the 10th September 2019 from Mthatha to East London, my car just couldn't go into any of the gears I selected and this happens in the middle of the road while driving. I stop the car, swith it off and start it after a few minutes but it still does not go into gear, so I switch it off again. After numerous tries of this excercise it eventually goes into gear, revs go up to just above 3 and don't go beyond that. The car does not move an inch.

I call Roadside Assist and report this, they organize a tow truck and I am sent to the address I was journeying to. The following day I call numerous times trying to get my car to be sent to the dealership but it was never sent until Thursday the 12 September 2019. I receive a call from NTT Abbotsford informing that they have received my car and would give me feedback on Monday the 16th. I enquirer about a courtesy vehicle being provided for me but I am told the dealership does not have any and there is nothing they can do for me.

I call Roadside assistance and they help me with hiring a Vehicle from Avis for me to travel back to Mthatha, which is home and advise me that I would need to return the car back to Avis the following day when in Mthatha. Upon my enquiring about a courtesy vehicle for the duration of the time I am without a car, I am told to call in when I have received feedback from the dealership and told the repairs would be covered under warranty. I am told that if this is the case then my case Manager. Would assist me with getting a courtesy vehicle.

On Saturday the 14th September 2019 I return the car to Avis and wait for Monday the 16th to get feedback from the dealership. Today is Monday the 16th and I called the dealership at 12:00 because I had not received any call from them. I am unable to get hold of the lady who is handling my case but told she would get back to me. I call VW alert and ask to speak to my case Manager but told he is on a call and that he would get back to me.

2 hours pass then my case Manager eventually calls to say he still has not received feedback from the dealership and that he would call me when they contact him. This is now something past two in the afternoon. At 16:00 I call the dealership again to eventually get hold of the lady on my case. She tells me she got feedback from the workshop in the morning as my case was the first thing she checked on in the morning, but somehow it slipped her mind to call me. She tells me parts have been ordered and the repairs will be covered by warranty as she had anticipated but they would take 3-4 days to get to them and another 2 days to fit them in.

At this point I ask for a solution regarding my mobility and she tells me they do not have courtesy cars. I tell her that I am inconvenienced and in need of a car as my work requires traveling and because for the entire weekend I was without a car and now I am told to wait another 6 days without a car. She then tells me that so many other clients have required the use of courtesy cars because they have been without cars for a month and more and that I am not the only client whose car is with their workshop. I ask her to advise me on what to do seeing that she is unable to provide me with what I need. She gives me a contact number said to be her Manager's but the number takes me straight to voicemail.

I then call VW Alert again and ask to speak to my case Manager who is said to not ne available. Within minutes he calls back and informs me he has received a message from the dealership informing him about the order made for parts to repair/ refit into my car but that he is waiting for the same dealership to send him a reference so he can try to get the parts to be shipped quicker than the 4 days. I remind him that I need a car as I had previously communicated and he informs me that warranty does not guarantee mobility and that all he can do is to try and hasten the process of shipment. I remind him that he had said that once the feedback comes back stating that my car would be fixed under warranty then they would sort me out for the time frame I am without my car. He denies having said this and says he had said they would see what they can do for me and that warranty does not guarantee mobility.

I am disappointed at this appalling service by VW as I am a loyal VW customer and drove my last VW car for 6 years until i was involved in a car accident. When I thought of getting a replacement car I did not think twice about choosing VW because of how reliable VW is, but lo and behold this is the frustration, inconvinience, disregard and agony VW has dealt me.

I need a solution because I am not satisfied with how my case has been handled.

Bongiwe Tyalibongo
[protected]
[protected]@gmail.com
Car reg- JCY 015 EC

Dear VW Customer Service,

First of all, let me introduce myself. I'm Hady Ashraf, a Mechanical Engineer and a Volkswagen customer for the past 9 years.

I'm writing this email to express my deep frustration at your company's Service
Center in Egypt. The team here is apparently, so incompetent, and not even willing to help.

Vehicle Details
Brand: Jetta
Model: 2014
WVWZZZ16ZDM057849

Service Details
Location: Marina 5 - North Coast
Date: 05/08/2019 - Time: 18:26:5
Job Order: 001764

If you would allow me to explain the situation. I took my car to a Service Center in North Coast Egypt because its service was due. North Coast Egypt is a bit of a remote area in Egypt, but your company managed to provide a service center there, which is amazing. The service was done, which included, Intake Air Filter - Gas Filter - 4 x Spark Plugs - 2 x Lamps. I had changed the Engine Oil and Oil Filter beforehand. After finishing the service, I made sure to ask the engineer if the car was ok and safe to drive, he then connected the computer to the car and ran a test and then said the car was perfectly fine.

Two days later, however, the car shows 2 lights on the dashboard, EPC and Check Engine light. The car at that point was shaking in an uncontrolled manner. So, I take the car back to the same Service Center, which then told me that this is out of their scope as they are only an "Express Service Center" that only does Oil and filter changes. And I was then advised, to take the car to the nearest "Real Service Center" in Alexandria which is 250 Kms away. They could not even give me a valid way of doing that, or if it is safe to drive the car there.

What I learnt from this experience is NOT to take my car to the EATC Service Center, ever again. Since, they manage to ruin a perfectly running vehicle in planned maintenance and not even admit and fix it.

I parked the car, ever since, so as not to damage the car more and increase its fixing price. Using another car now, and will sell my VW Jetta in case of no resolution being offered, just because of such an incompetent Service Center.

Please note, This is not the first complaint I filed. First complaint, was because EATC Service Center managed to "Cut the wire for the Braking Pad Sensor" and the function does not work anymore. There was no resolution, as well.

Kindly, advise. I would hate to let my VW Jetta go, as I really like the vehicle.

Kind regards,
Hady Ashraf

Cheap plastic pump leaking, replaced in Feb 2017 with "updated version" (06H-121-026-DD). Coolant leaks began soon after, finally not driveable without daily addition of coolant to reservoir so water pump replaced again in July 2019, not with VW part but with aluminum aftermarket pump.
VW should recall this plastic crap and reimburse all owners who have had multiple water pump replacements.

I purchased Polo new car from Volkswagen Malaysia, but the quality of car received is very dissapointed and receive bad customer service and email to Volkswagen Malaysia official email (info@vw.com.my) at least three times but zero response.
So want to try luck see if complain to this channel will work... or maybe another channel which will never response... possibly..

I have noticed the same issue experienced by other VW customers and assume that the quality of standards with the vehicles being manufactured have dropped severely. Vehicles which should not be falsely marketed under the pretence of being a trustworthy brand.
I have purchased a brand new VW polo vivo in 2013 with expectation of avoiding any issues that could arise in comparison to a pre owned vehicle however, the issues which I have been faced with to date are disappointing.
The first fault had been experienced in 2017, my vehicle had just lapsed the warranty period and had a mileage of 82000km. There had been an issue with the double bearing and gearbox, my vehicle was stripped, I was left with no vehicle for 2 weeks and had to cover a cost of R14000.00.
This is the second time that there is a major fault found on the vehicle, with the head gasket at 107000km. I am now faced with exceeding costs once again, costs which could've rather been utilised for the purchase of a trusting brand, other than VW. No financial goodwill in place and I would now request that there be intervention to remedy this issue.

I am very inhappy about volkswagen south africa. I bought a brand new volkswagen in May 2018 a polo. On 2300 km the car gave me problems took it to a dealer and the radiator was leaking. A few months after that when i took the car for his service the heat valve was changed of a brand new car, on 25000 km they changed a wheel barring on the front wheel. Last week my car would not start it is on 32000 km when it started it had no power at all, the dealership took it in and still no report back on what is with the car. It is clear that the car has some huge factory faults and i cannot trust the car anymore. Now they will fix the problem and what next? This is unacceptable from a new car. It is still under warranty why must i have so many problems wirh this car. Lodged a complaint with volkswagen and a week later no response.

Hi,

I have left 3 call backs with VW South Africa but have not received any call back. My last case manager was Nicole.

After having a nightmare with WEISS VW South Africa and approximately waiting 6 weeks for my car to supposedly be fixed and then upon collecting the vehicle only to find that it was damaged on the rear vender at the dealership, then dropping back the vehicle at the dealership for repairs, my car still has the same problem ie vibrating when idle and loss of power.

This has been happening for the last 3 weeks but is now significantly noticeable. I do a lot of mileage and cannot afford to have ongoing issues with my motor vehicle.

VW is unable to fix my car. How can this now be resolved? When my vehicle had gone in for repairs I only received a courtesy after 5 weeks and that to a Polo Vivo. I drive a Golf 7R . The service and communication I received from Weiss VW was extremely poor.

As per my previous correspondence I indicated that WEISS VW Purchase my vehicle as they had damaged it. I received a quotation for sale of the vehicle from the dealership of R412kwhich was significantly lower than the trade value but was told the value would be more around R400k because of the damage to the vehicle (damaged by Vw)

Please let me know the way forward and how I may escalate this matter? I have not contacted the dealership on this latest issue as I believe they do not have the competency to fix my car.
The dealership did give me a courtesy call some weeks back and I requested that they get the dealer principal to call me, however nobody called back.

My intention has been to keep the car for at least another 2 years as I extended the maintenance plan for 2 years at R9k.

My car has been at Weiss VW 3 times for the same issue but still has not been fixed!

It's only a matter of time now when the engine warning light comes back on again and I will have to get the vehicle towed.

Please note that I have had numerous communications with the dealership as well as customer care on the issues with the car.(i Purchased the vehicle in 2016, mileage now 66000km).
I have been a loyal VW customer for the last 12 years. In that time I have purchased 3 Vw polo, a GOLF 6GTI, Golf 7R and Golf 7.5GTI.

Currently I possess the GOLF 7R and Golf 7.5 GTI. I believe that I am now being forced to switch to another brand because of poor service levels and constantly having problems with now both my cars. For now I am only reporting issue with the Golf 7R.

I believe the only way forward is for the dealership to purchase my vehicle at a fair price. I await your response.

Regards,

Ahmed Mahomedy
South Africa
+27 [protected]

The customer service in Egypt is extremely unprofessional. It has been a week since my official complaint with zero answer from VW side. My car front shield is broken and I left the car in the service for more than 24 hours to change it and when I went to pick the car they mentioned that they didn't change it as the new spare part is also broken.
I travelled out of Cairo without my car since I left it in the service center and the driver was going to pick it up after they change the shield and get it to me, since then I have been out of Cairo without my car because of such a poor service center.
I did an official complaint and due to poor service they mentioned that they will reply to my complaint in 48 hours as they can't answer in the same day and till now it has been a week with no answer.
Called to escalate my complaint and with zero urgency at the call center they mentioned that they will call within the next 8 hours. I don't really understand how is the complaint system working, it is really a poor system with zero urgency and care to the customers.
How come there is no phone number for complaints. Do I really need to call the call center so that they send an email to the complaint center ! Never saw it before !
Now I knew the reason why many Egyptians advised me not to purchase a VW car and I will advice others not to purchase a VW car too so that they don't repeat my suffer in their life.

i am from auto plus collision center we order the part 10 days ago and every time we calling either they hangup the phone and part is on his way the last time they told me 100 percent be there on wendsday the aug/7 and they told me driver got sick and be there by monday the 12 and they dont even answer the phone i realy dont know what to say to my costumer anymore even the junk yard the promisses batter then the voloks wagon and the dealer phone am calling is 7036848888 i hope this will be the last time i need to order the part from your dealer ship

My name is Emad Nabil. Egyptian male. Live in Cairo Egypt. My email address is [protected]@savola.com. My mobile number [protected]. I own a VW Passat 2012. Chassis number 056303. Engine number 75642. Millage reading as of today is around 49, 000 Kilometer. Two days ago My Passat engine would not start at all. It just happened without any previous warnings. When I failed to start the engine I did call the Authorized maintenance service agent. They asked me to bring the car. I did send the car to the agent workshop on a truck. Today the service technician called me and told me that the engine starter motor is broken and that it has to be replaced and he told me that this part is not in stock and that it has to be ordered from Germany and that it would take two months for the part to be available THAT IS IF IT IS AVAILABLE IN GERMANY? And then he asked me for 1. To leave the car parked at the workshop until the part is received or 2. Come and take your car. I was shocked by what I heard. Then I did ask him are you going to offer me a replacement car until I receive my car after two months. The answer was, sorry sir we don't have a replacement car as all of them are having major overhaul. The guy gave me no choices and now I am left without a car for two months. I am very upset and frustrated by the type of irresponsible service offered. Is this right? Is it fair? Does it make sense to have a zero stock of an important item like this in their warehouse? Please help. I trust that I will get the needed help from you. Again I am very upset and frustrated. Please help to save the name and reputation of VW in Egypt.

My name is Nosingiphile Yvonne Zungu. I bought my first car at Midbay Motors; Richards bay on the 05 October 2018 through VW Finance. The vehicle was under a 3yr warranty as well as a 3yr service plan.

On the 26 June 2019 I took the vehicle to Midbay Motors; as per prior booking; to have a damaged part replaced. The part had been damaged during the first service; which was at the same dealership. I was amongst the first few people to arrive at the dealership that day; so I hande the vehicle over; with the keys.. They did their inspections as per their procedure and I was told that I was going to get my vehicle on the same day.

I walked to the nearby mall for some shopping while waiting for my vehicle.. I went back to the dealership around 12H45; and found that my vehicle had not been touched; so I exercised patience and waited in the waiting area; until I started to panic around 16H00; wondering what was taking so long.. I still had to travel to Nongoma; where I reside because of work.

My advisor for the day(Brandon) told me at about 16H10 that the Service Department manager(Mr Ashok Rooplal) would like to speak to me in his office. Mr Rooplal came in as I was sitting there frustrated; and informed me of an unfortunate incidence that had occurred on that day, where two vehicles had been stolen within their premises .. he then told me that one of those vehicles was my vehicle. He said they were in possession of footage record; and they could not recognise the perpetrators. I never saw the footage.

Shocked as I was, I called my fiancè to tell him what had occurred.. When I asked Mr Rooplal where the car keys were; he told me that the vehicle had been left unlocked; with the keys on the ignition as that is how they normally operate. I was offered a lift home; and because they were about to close business for the day; I was told to expect a call from the dealership the next day regarding how they were going to assist me going forward. Piet the driver dropped me off safely at Nongoma.

The same evening, my fiancè and I decided to drive back to Richards bay Police station; where we were told that a case of car theft had been opened by the dealership; and the vehicle had also been reported as stolen;by the dealership.

The next morning (27 June 2019) my fiancè and I went to the dealership; and this time I got to meet Mr Stanley Joseph; the General Manager of the dealership; who was so sympathetic and offered me a courtesy vehicle to drive until the whole matter was resolved. He also said that the matter was an internal one; and that he preferred that it be solved as such.. so there was no need to report the matter to VW SA according to himself.. He also refused to put anything in writing with regards to the whole incidence..

Mr Joseph then asked if I had car insurance; and I said yes, Auto and General.. so he said I should lodge a claim from my car insurance; which I did infront of both the managers Mr Rooplal and Mr Joseph; they let me use their landline; and they put it on loudspeaker as I was speaking to the consultant. They even gave their personal contact details to the consultant; in case there would be any queries. It was agreed that I would inform them once I had recieved feedback from my car insurance company; and they would take the matter from there. Mr Joseph verbally committed to covering the excess fee as would be required by the insurance company.

On the 22nd of July I recieved feedback from my insurance company; apparently they had recieved a settlement letter from VW Finance. I have attached an image of the statement of the breakdown of the payment to VW Finance; as e-mailed to me by Auto and General. I was informed that since the funds had been paid in electronically; they would only reflect on VW Finances system within 3-4 working days from the day it was paid in (22 July 2019)

As agreed; I telephonically informed Mr Rooplal about the feedback; and that there was a shortfall amount of R67561.55 that was still in my name; which I unfortunately did not have cover for. He told me that he would escalate the information to his fellow managers; and would get back to me with information as to how they plan to resolve the matter.

My expectation at this point; was that the dealership would commit to covering the shortfall on my behalf; so that I would be free to apply for a new car deal.. I expected this of them because I believed that we were equally victims of the car theft; and that I had done enough on my part, to meet them halfway with my insurance company.. so I felt covering the shortfall amount was the least they could do..

The next day (23 July 2019) Mr Rooplal told me to make contact with Mbali (my sales person for the now stolen vehicle); who had apparently been trying to get hold of me with failure. When I called Mbali; she told me she had recieved an e-mail from her seniors; asking her to apply for a new car deal on my behalf; and she was therefore requesting that I send her my documents to enable such.

I refused to apply for a new car deal from VW Finance; because I still owed them the shortfall amount; and the dealership had not given me feedback on what they intended to do about the amount.

My take on this; is that they were trying to cun me into applying for another car deal; so that VW Finance would consolidate the two debts; and I would end up paying one monthly installment that covers both debts..
So basically I would end up paying for two vehicles simultaneously, with no questions asked.. and they would be left to account for NOTHING AT ALL with regards to the loss of my vehicle. So I feel that they mistook my kindness for stupidity; and that does not sit well with me.

So I decided to inform VW SA about this whole matter; and I stated that since Midbay Motors have proven themselves untrustworthy; I no longer expected them to cover the shortfall on my behalf; but to account for my vehicle; which was stolen in their possession. I also believe that they negligently left my vehicle unattended; unlocked and with the keys on the ignition; and that for such reasons; they must be held accountable.

Consequences to me:
1)I have paid more than R36000 in monthly installments already
2) I still have to pay the shortfall amount of R67561.55; in monthly installments for the next 16 months.. At the end of all these payments I will be left with nothing to own;; as if I was paying for a hired vehicle..
3) I stand to be regarded as high risk the next time I apply for car insurance; because I have claimed before;; for a vehicle I did not lose.
4) I have been emotionally and psychologically depressed ever since the incidence occurred; yet I never recieved any sympathy from Midbay Motors; except for the courtesy car.
4) I have been driving around for the whole month with a vehicle that has their stickers on it; thus I have had to explain myself to curious people; which has been quite traumatic for me.. and I know that I have been advertising the businesses for zero remuneration.

I would like for some justice on my part in this regard.

I thank you.

My name is Patrick Mongalane i bought car last year december at vw westgate ( TOYOTA COROLLA) under trevor campling management and the car has being towed three time at vw westgate by towtruck for the engine problems fixed but no progress and till today the car is not fixed. i spoke to my finacial institution about this issue hence my account is up to date with payments but i am not driving the car, the car has warranty but trevor is not helping i spoken to the dep principal with my lawyers even now the is no progress hence Mr pillay said "i must consult my finance institution" what kind of help is that?.My concern is i am rising this matter with the print media and social media as i am spending alot with my lawyers as my son was treated badly he even resigned because of this matter, this is now affecting my family relation.

0738524833/0798934131 this matter should be address asp before 31/07/2019 because i have proove of many clients who had same problem but being assisted but because my son was working there i am not assisted this is directed to trevor. the is prove A7 silver had same problem but client assisted and there is also prove of the jetta tsi silver as well.

you have option i am tired of paying money for car that i am not driving

Dear Sir / Madam,

I am writing to you to raise an issue about: CO2 emission certificate

The issue that I have experienced was: I bought a 2014 passat from Qatar and which was manufactured in the USA.
I shipped my car to Tunisia but the Tunisian customs authority asked for the CO2 emission certificate to let me register my car within the Traffic department.
Unfortunately, Volkswagen Middle East were not professional and after asking for the car papers and promising to give the certificate, said that the employee in charge of this matter is on leave, which I find ridiculous

It occurred on: 24/07/2019

This meant that I can't complete my car registration in Tunisia and I don't have the right to use it on road.
What is worse is that I have to go back to Qatar within a week but I cannot travel unless I make everything clear about my car.

I just ask for the CO2 emission certificate to be sent so that I can register my car and get all the official papers in Tunisia

I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply back via this email account.

Yours faithfully,

Hosni Benjeddou

The dealership Volkswagen Middle East

Menzel Bouzayenne
Sidi Bouzid Sidi Bouzid
9114