Pulmanvolkswagen Reviews 22

Durham Pulman
I have a current issue with a Golf which is still under warranty, the Golf has been with dealer for 9 weeks now due to information system error and no date or estimate date as to when part will arrive in, I have emailed branch manager C. Myhill on 2 separate occasions over the last 7 days with not even an acknowledgement from him, I find this very rude and unreasonable. Not what I expect from Vw dealership .. last week I was advised by service dept that the info system was due in 12 th May which is today but I have yet again not been updated , I have attempted calling today left my details and yet again no call back. I am genuinely fed up with chasing this up … PULMAN ARE INCOMPETENT AND RUDE

Purchased a Škoda Octavia from Pulman, Newcastle Road, Sunderland.
Dealt with Ethan for the sale who made the experience seamless. Couldn’t have asked for more. I would highly recommend him and the dealership.

Been to this garage in the past without any concerns however recently my experience was at the end was appalling by two members of staff who’s customer care was zero. My car went it for repair and I identified that I only wanted this particular problem fixed even though there was other issues with censors in which they were a-where of. On completion I was quoted over the phone the price and to complete the “testing “ one of the censors needed changing adding on to what was already a hefty bill. I refused for this work to be completed. They eventually agreed for me to pick my car up quoting me the original price over the phone. Upon arrival I was greeted with an unpleasant atmosphere and given my bill which for some unknown reason had increased. I refuse to pay this added increase which resulted in an uncomfortable conversation with two members of staff. They eventually agreed on the original fee and after paying I was informed that I was no longer welcome back to Pulman garage Volkswagen. This made me feel very anxious and worthless. The customer care throughout time was appalling, no peoples skills and certainly no empathy towards how I felt especially as I was with my son. I had no problems with this particular garage in the past 8 years dealing with this particular car and spent a substantial amount of money. Myself and family members have always rated Volkswagen very high and even though this experience wasn’t directly towards Volkswagen itself it’s certainly has put me off purchasing and one in the future. Yours a very dissatisfied customer Mr Graeme Cooper.

What lovely customer service we received from Emma she was so informative of the ŠKODA Fabia car that we were collecting. We had arrived a little earlier than our appointment but nothing was too much trouble, Emma very professional and friendly. It was a lovely experience very efficient with the paperwork. I would certainly recommend my friends to consider Pulman ŠKODA when thinking of purchasing a car. Thank you so much Emma.

Had my VW Tiguan in for service on a service plan at Pullmans Durham, everything was spot on from time, Constant updates to complementary tea or coffee while you wait ( also must say Ryan in service dept when out of his way to make sure I had my car back by lunchtime so I wasn’t waiting all day)

Very rude staff at service dept at Silverlink asked for update on car as tracking system says having v h c staff said that means nothing this car is only 8 weeks old staff need to be trained how to talk to customers on phone rang at 16.50hrs will not be going back to this dealer again happy for you to call me to talk about this matter

Most disgusting service. big brand and fake promises. So be aware of them. Never believe on their words. They kept my money for more then 6 months but still no refund. Insurance company released my funds while ago but they kept it for months. And no reply for any calls.

After searching through VW dealers in the North West of England, I was unable to find the specific model we were looking for and was sadly let down on numerous occasions with lack of communication from our local dealers or they were trying to sell us something that didn’t meet our specified requirements. Therefore, we started to look further afield and came across the car we were interested in. This vehicle was being advertised by Pulman VW Durham. When we called them we dealt with Matthew which we found to be a man of his word. Everything he agreed to do was fulfilled promptly and politely ie Videos sent, specifications, quotes and the subsequent collection on the day. Matthew was a pleasure to deal with and always sounded happily enthusiastic. We were so pleased with this service we’ll definitely return when we need to replace this car and would not hesitate in recommending Matthew and this company to prospective buyers. Well done in restoring our faith in car dealerships.

Went into the parts department today at Pullman Sunderland looking to identify the correct coolant for my mother in laws Polo. I recieved outstanding customer service from Michael, he was so helpful and pleasant and a credit to the dealership. I am non technical and he explained what I needed to do and when I mentioned the car was outside he immediately volunteered to help and replaced the antifreeze that had got to a low level. It was a pleasure to meet such a helpful guy and I will definitely think about buying a VW if this is the type of service you recieve.

VW Sunderland. Avoid for service. Don't stick to their word or honour warranties.
Had clock spring fitted by a 3rd party it failed. These insisted on replacing under warranty which they did. It failed again within 12 months and they refused to do anything about it. No apologies, no look to see what's causing the issue (car will need it's 4th clock spring). Want £95 to diagnose what I already know.
May carry a well known VW brand but horrible firm with horrid customer service. Would seriously impact whether I'd buy a VW, Skoda etc again.

Happy for you to call me to discuss this review

I am a regular customer and have bought 3 cars from Pulman the service is exceptional my latest car was sold to me by saleslady Lisa who was very efficient not a bit pushy and let the car talk for its self! I have always had excellent service from Pulman and this time was no exception thanks to Lisa.

Should be a 0.
Took my vehicle to Pulman Seat (same group) for a service.
It was washed without permission and looked like they’d used wire wool to do it.
I was told they hadn’t caused the damage and that ‘no one else had complained’.
They denied me costs for a machine polish that I was happy to arrange myself and promised to sort.
3 months later they had my car for 2 days and washed it again causing yet more damage then waxed it leaving wax all over the glass and tried to say they’d had it machine polished.
Absolute cowboys.
The faceless, voiceless Service ‘Manager’ (Lee Morris) is a disgrace.
Staff had the audacity to call me a liar.
His method of dealing with complaints is to ignore calls and emails and never get back to you hoping you will go away.
Eventually got half the cost of a machine polish that they could have paid for when they first caused the damage.

Buying a car - they’ll take your money with a smile.
Anything else - AVOID.

I won’t ever purchase from Pulman again. They mis-sold me a VWFS service plan and never provided any information on it. I only found out their error some 19 months later.

I’d advise you to check all of your documents- if you’ve received any! I wasn’t given any!!

I’ve spent weeks of my time trying to sort this but Pulman haven’t responded.

I had a positive visit to Pullmans Durham dealership. Smooth, hassle free visit. Helpful salesman.

Literally the worst garage I’ve ever been to. The salesman was extremely shady and rude as he assumed we couldn’t afford the car we were looking at. He was just desperate for a sale and was not bothered about us. After taking the car we have had it for just 2 years with nothing but trouble. During the hot summer we had an issue with the air conditioning which smelt like something had died inside, we had warranty and when taking it for them to fix they assured us there was nothing wrong and smell coming from the air-con even though we put it on and there definitely was, we felt as they were calling us liars. After the 3rd time taking it back to be looked at again, the car came back magically with no smell at all and they still continued to assure us there was no problem and nothing bad they could smell but some how the 3rd time there was no smell and they had fixed it.

We now have the problem of an engine warning light with EPC so we booked a diagnostic test with the garage themselves which took a week or so to get in anyways with no offer of a courtesy car so I have had to drive to work and back every day with these warning lights not being able to come to a complete stop or else the car just has a meltdown. Then we receive a call that the person who does this has had to isolate so now can’t do it until the middle of august which is just ridiculous. Why is there only one person who can do this is beyond me, so we went to a different garage instead which fit us in next day and we have been told we have a failed fuel injector which is now going to cost over £1000 to fix which is just perfect. Then spoke to VW to get a quote on how much they would charge to fix it and they refused to give a quote and said they need to run their own diagnostics, great help. The garage is just a joke and does not care what problems you have as long as you give them money. I’ll never be returning to one of these garages again and would not recommend anyone else to bother looking as you’ll more than likely just have numerous problems with your car that they won’t want to help with and having you driving all over the place to try get it fixed.

The customer service at this place is awful, every time we call they talk to us as if we are stupid and often hung up the phone if it was something they didn’t want to deal with. Everyone who works in there is so far up themselves they look down on everyone around them. When looking at cars they obviously thought we couldn’t afford they were not bothered one bit and just looked us up and down.

Purchased my new Golf here, and have had excellent service since. They always answer the phone and get back to you (unlike some larger dealers). All servicing on car done here - always completed ahead or on time.

This dealership really cares about its customers. The service I’ve received from both Paul & Mark has been definitely been 5 star ⭐️ . I’m on my 3rd car from them now & unfortunately the 2nd new one didn’t quite work out as there were so many problems with it. They both did everything they could for me & really went out of their way to make sure I was happy & gave me an excellent deal to replace it with another model. Nothing was too much trouble & they even sent me two fantastic hampers by way of apology. Completely the opposite to VW UK who quite frankly couldn’t have cared less & whose response to me was “well it is what it is I’m not talking about this with you anymore. I’ve explained the situation to you & that’s that!!” This was from their “Relationship Manager.” Not quite what I’d expect from someone with that job title!! I’ve said several times to Paul & Mark their jobs must be so much harder when you have that attitude to contend with. But Pulman VW have been brilliant from start to finish. I highly recommend them to anyone looking to purchase a new or old car as they really do go that extra mile & the customer & them providing excellent service is what they strive for & always seem to achieve. So it’s a big thank you to Paul & Mark from Pulman Sunderland for everything they’ve done for me. I love my new car!!

Terrible service from a main dealer.

Happy enough to take your money but once there is issues and you want a refund they are unwilling and not helpful. absolutely disgusting behaviour from Pulman.

Purchase a Golf R only for it to throw plumes of smoke out 20 miles down the road. No help to recover the car. Wanted a refund and they were still pushing the car onto me. Only to offer £100 and 12 months more warranty. Once I requested the refund the dealer took no responsibility in the matter asking me to cancel the finance when it there own issue to sort. and they wouldn't refund my deposit/cash price which was nearly £20k on the car.

Terrible aftersales. no compassion in the matter that they had taken that much money from me and wouldn't even bother themselves to speed the service up since what happened.

Wouldn't waste my time.

Salesman was nice though - That deserves 1*

I gave a review on Pulmans vw's own website and someone called Phil rang me. To explain that according to his mechanic a very bad leak from a shock absorber will not leak on the road or on my drive previously to them finding the leak. We live 10 minutes away from there garage and we didn't have to plough over fields to get there. On the video they sent us it shows a definite dripping leak, so when is a leak not a leak (just before they get there hands on it) if the leak was that bad we would most definitely have drops of it somewhere on our drive (maybe we have magic fairy's that clear up oil marks where we live) the car is just 4 years old we bought it from them we've had all the checks on the car they said we needed to have done. Now if by chance any mechanic that read this review and don't work for Pulmans can tell me that a bad leak from a shock absorber would not leak on the road 10 minutes before getting to a garage (on the video we got it looked like it had been leaking for days not 10 minutes). If u have a leak in a washing machine do you get water on the floor. Let's hope they don't start selling washing machines (because I don't think there are fairy's that mop up water neither). One other thing the rails on the top of our car ended up with lots of scratches on them that only appeared after we left the car with them (maybe Pulmans have Demons instead of fairy's).

Waste of time! Don’t want your business at their Volkswagen Dealership in Durham. Would rather stand about leaning against the cars on the show room floor having a chat and glaring at customers! The same can’t be said about their Seat dealership in Sunderland but avoid their VW branch!