Agnew Group - Agnew Van Centre Reviews 279

I’m not in the least impressed with Agnews (VW Commercial) having taken 2 months to return my VW Grand California and refusing to return the vehicle in the same clean state handed over.

With one month of usage lost, despite this being the second time Agnews undertook to complete repairs to my vehicle, I was told ‘Agnews are not equipped to deal with Grand Californias’ and the repair was to be effected elsewhere. On collecting the vehicle after 2 months, I was told I should ‘take it elsewhere in future’!

I was further told Agnews weren’t responsible for the dirty/stained/grubby state in which the van was returned (that ‘there were 2 dealerships working on the van’, ‘the van was in this state when dropped off’, they’d ‘cleaned where they dirtied’, ‘our workmen wouldn’t have been in that part of the van’...) Attempting to close the argument and get rid of me, I was told at least 3 or 4 times, by their General Manager, that my van was ‘repaired and fit to drive away’!

The overriding message that I’ve taken away was … we don’t want your business in future, so don’t care whether you’re a satisfied customer!

To make matters worse, taking the vehicle away it has been noted that the door pillar trim has been fitted incorrectly on both sides of the vehicle resulting in the seatbelts not adjusting as designed. Despite repeated calls and emails, Agnews have yet to make contact to make arrangements to rectify this issue; ordinarily recorded as a MOT MAJOR defect.

*** UPDATE ***
The Agnews Senior Management response received:

‘We are satisfied that the work carried out on your vehicle was completed correctly and to the appropriate standard.

As it is clear that we are unable to meet your expectations, we recommend that you refer the matter to an authorised California dealer for any further assessment or assistance.

Regards,
Marc’

My response…

‘Marc,

You undertook to provide a service for which VW will be reimbursing you under the vehicle warranty. However, you have failed to carry out that work correctly (the seatbelt system is not working as designed or as it was working when the vehicle was dropped off with your dealership) and I expect rectification. For the avoidance of your confusion, this work is not California specific with the fitment no different to a VW Crafter or Transporter.

The responsibility for rectification is yours (your dealership’s) not anyone else’s. Time to set aside excuses, step up and do the work you’ve been paid for.

I’ll make further contact tomorrow if I haven’t received a positive response in the interim.

Yours…’

Excellent service as always from David and team

I dropped my Vw caddy van off with David Mccloskey at Mallusk on Tuesday 28th October everything was really good David was professional and on the ball, later that afternoon David advised me that a part was ordered in and should be in on Wednesday morning 29th for fitting and checks, again that was really good.
On Wednesday I heard nothing by way of update until I phoned at 17.10 hrs to be told by a female adviser that David was off and nothing had been done with my van on the Wednesday.
On Thursday 30th David advised me that the van was ready for pick up.

I took an appointment where you wait until the service is complete. I wasn't offered a coffee or tea once in the 3 hours. When the van was finished, it wasn't hoovered out or hosed down as happened at all other dealerships I have used in the past. Fairly poor customer service.

Great friendly staff. Easy booking process. Job completed in a couple of hours. Best VW Van Centre I've used.

The staff are lovely but the issue with my car isn’t fixed, even after being with them for a whole day. I think I’ll be booking it in again!

Great and speedy service !!
Always a pleasure

Staff very friendly and efficient

David and the team were very helpful in sorting out the problems I had with my van and David explained how they were resolved.

Expertise from start to finish, always a pleasure to have my vehicle serviced by agnews.

Quick and efficient service from David

Very easy to deal with. There was a few parts needing replaced after inspection. I had the extended warranty taken out and parts were replaced with no questions asked. Very happy with the service.

Very helpful at reception

Arrived without appointment. Told your young man I needed Blue toped up. He booked me in & I waited 15 minutes van was returned to me. Pleased with service.

David explained the process of assessing my vehicle clearly and concisely and kept me informed throughout the process. The whole experience was stress free and impressive.
Thank you David!

Easy and efficient to deal with. Done and dusted in an hour! Couldn’t ask for better

Good service, communication and availability

I was given a choice of appointment to suit my schedule. I arrived 15 mins early but was seen straight away, and my van service work started there and then! The work was carried out quickly, and almost by the time I finished the coffee I was given while I waited, the van was ready to go. I think this is first class customer service.

I bought a car in May time. Drove 3/4 days and started to hear some noises. Phoned VW got appointment and been told that this is just the brakes..After two weeks another phone call with the same issue got the same response. Two days ago went for MOT ,car didn't pass the test. Went straight to VW they mentioned that we might be charged for the service. Got it fixed finally without any charge but the service wasn't pleasant. Would not recommend this car dealer to anyone.