Hello Peter – Newcastle VW Service Nightmare

I brought my car in for its first service at Newcastle VW on 13 May 2025, expecting a straightforward, professional experience. I collected my vehicle at 14:15, drove about 15km home, and just over an hour later, the car wouldn’t start, displaying “12V battery low. Charge by driving.”

I immediately called the dealership for assistance, and they advised me to try restarting the car. When I did, a second, more serious message appeared: “Error: Brakes. Go to workshop.” I reported this as well, and they promised to send a technician to check the car, but the situation only got more frustrating from there.

As a doctor, I rely heavily on my car for work, often at unpredictable hours, so I requested a courtesy car to avoid being stranded. However, the service manager, Ruby, informed me that I would need to arrange my own transportation, despite my car being in perfect working condition before the service. Despite promising to follow up, she has since stopped responding to my calls, adding to my frustration.

When I continued to push for answers, I was told that I might have somehow caused the issue, even though my car had been fine before the service. After more pressing, I was eventually told that it was unlikely I did anything wrong, but the dealership still refused to take responsibility, leaving me in a frustrating limbo.

I tried escalating the matter to senior figures at the dealership, including Ibrahim (Director), who also promised to get back to me but never did, and Junaid (Dealer Principal), hoping for clearer communication and accountability. Unfortunately, I am still without a clear response.

I have since raised this issue with VWSA and the Ombudsman and am currently awaiting their response.

This entire experience has been incredibly disappointing, leaving me without the reliable vehicle I had before the service. I am sharing this review in the hope of finding a prompt and fair resolution, including clear answers about what actually happened to my car.