Vehicle Returned With Serious Drivability Issues Following Repairs

I wish to formally express my dissatisfaction with the repairs carried out on my 2011 VW Polo Vivo following the accident on 1 October 2026.

When I collected my vehicle from your workshop, I expected it to be properly repaired and safe to drive. Instead, the vehicle was jerking and losing power . I also discovered that the coolant reservoir was empty. Before the accident, my vehicle had been driving fine, and I had not experienced these issues.

I immediately returned the car on the same day and i was informed that the rear shocks were severely worn or damaged. I am concerned that these issues were not brought to my attention before collection, particularly given the condition in which the vehicle was returned to me.

The document provided to me at handover was presented as an explanation of the work performed and inspections conducted. However, it is marked "Interim" and does not document a completed final safety inspection or road test. This raises serious concerns about the checks performed before my vehicle was released.

I require an explanation of what work was actually completed, what inspections were performed, and how the vehicle was deemed ready for collection despite the drivability problems I experienced immediately afterwards. Please also clarify whether the rear shocks and coolant system were inspected and whether any mechanical concerns were identified before handover.

I relied on the information provided at collection and signed off on the vehicle, cancelling my courtesy car on the understanding that the repairs were complete. I am now left without a reliably driveable vehicle and am incurring additional transport costs to get to work.

I consider this an unacceptable experience and expect your management to investigate the matter urgently. I request copies of the final repair documentation, quality-control checklist, road-test results and handover records, together with a clear plan to address the mechanical issues and an explanation of how the vehicle was released in this condition.

Please provide a written response as soon as possible. I expect this matter to be treated with the seriousness it deserves, particularly because it concerns the safety and reliability of my vehicle.

I reserve the right to escalate this complaint to MiWay and pursue the appropriate channels should the matter not be resolved satisfactorily.