Terrible service

As a first-time car buyer, I was both excited and nervous to make such a big purchase. After looking at a few options, I decided on the VW Up at Weelee Centurion. The initial process — especially the finance approval — was smooth and straightforward. I received a call on Tuesday from the finance team, and we went through all the necessary steps. Everything seemed to be in order, and I was genuinely excited to collect the car.

I confirmed with them that I’d collect the car the next day (Wednesday) at 12:00 PM. They assured me that would be fine, and mentioned the car still needed a valet and tracker installation, which I completely understood. I was happy to wait the extra time to make sure the vehicle was properly prepared.

But unfortunately, the collection process the next day was a huge letdown. Despite having confirmed the collection time the day before, when I arrived at 12:00 PM, the car was not ready at all. It took more than three hours before I was finally able to drive away, and even then, the experience left a bad taste in my mouth.

The tracker that I had specifically requested was not installed, which was frustrating but something I could live with. What really upset me was that the seats in the car were soaking wet from what was clearly a last-minute, rushed valet. For my first car — something I’d been looking forward to for weeks — that kind of carelessness was incredibly disappointing.

To make matters worse, when I raised my concerns on the day, I was met with minimal explanation, poor communication, and later on, rude and dismissive behavior when I called in to follow up. I was made to feel like my concerns weren’t valid, and as if I should’ve “known better” — which is absolutely not acceptable customer service.

The one bright spot in this entire experience was Vincent, the salesperson who assisted me. He was respectful, professional, and truly went out of his way to make sure I was comfortable and informed during the early stages of the process. He took the time to answer my questions and treated me with the kind of care and attention every customer deserves — especially a first-time buyer. I really appreciated his attitude and effort.

Unfortunately, the same can’t be said for the rest of the staff I dealt with. Once the finance was approved, I felt like I was just being pushed through the system with very little care for my experience or satisfaction.

In summary: I’m happy with the vehicle, and I’m grateful to Vincent for his great service. But the overall experience at Weelee Centurion left me feeling frustrated, disrespected, and deeply disappointed. I hope the dealership takes this feedback seriously, because with a little more communication and basic customer care, this could have been a completely different — and positive — experience.