Citygate Reviews 

An utter shambles. Took my car in for a simple repair. Someone at the reception desk ask me for my name. When I told them, they said "no, your name". Just because my name is different, I don't need it disregarded like this. I find the less insulting approach to be what others have done, and simply ask 'can you spell that for me please?' They then took 2 days to determine that the wrong part was ordered. No communication, and when I spoke to someone from the repair team, he was extremely rude and unprofessional.

WELL, WHAT CAN I SAY.... THE SERVICE, THE PROFFESIONAL ATTITUDE & PERSONABLE NATURE OF MR DAVID KIRIMI WAS TRULY EXCEPTIONAL. I WOULD HIGHLY RECOMMEND HIS SERVICES.

A BIG THANK YOU FROM JAY & MUM.

I just took delivery of my brand new Tiguan R Line from David Kirimi at Citygate Watford VW he was amazing I’m so happy with his service he provided I would recommend to deal with him personally thank you again David.

⭐ 1 Star – Extremely Poor Experience with Volkswagen West London

Very disappointed with the service I have received from Volkswagen West London.
My vehicle is under warranty and has been with them since 17/07/2026. Despite being without my vehicle for over four weeks, the repair has still not been completed.
I rely on my vehicle for work, so this delay has caused me significant loss of income and financial hardship. What makes the situation even worse is that I have not been provided with a suitable replacement vehicle or private hire transport.
I have been patient, but this is simply not acceptable customer service. A vehicle being left at a main dealer for this length of time without a completed repair, while the customer is left without suitable transport, is extremely frustrating.
I expected much better from Volkswagen.
Very poor experience and definitely not the level of service I expected from Volkswagen.

I bought a car on Monday 27th July through Hash. The initial sales experience was good, and I was originally expecting to leave a glowing review.

As part of the deal, Rehan had offered me two free services to match an offer I had received elsewhere. I was later told this wasn't possible and, to apologise for the confusion at the point of sale, I was offered £200 in shopping vouchers instead. I was told these would arrive by Friday 31st July.

Unfortunately, the vouchers never arrived. I chased Hash, who said it was being sorted and that I should have received them by Thursday 13th August. I still haven't received anything.

I was also told that a manager, Max or Matty (apologies if I've got the name wrong), would call me to resolve the issue yesterday. That call never happened.

At this point, I feel I have been miss-sold, let down and, frankly, fobbed off after the sale. It's particularly disappointing because the initial experience had been positive and this could have been resolved very easily with some communication and follow through.

I hope the dealership sees this review and takes the opportunity to resolve the matter properly. For me, it's not really about the £200 vouchers anymore; it's about keeping promises and treating customers properly after they've bought a car. Not making false promises to secure a quick sale.

Be wary.

My car was booked in at VW Chalfont for an MOT which it passed but also to check the car radio which was randomly changing channels and not accepting commands.
Customer service by Steve Parker was exceptional - nothing was too much trouble and the end result was a new radio fitted under my extended warranty.

Received a reminder from Citygate that my Kia EV3 is due for a service. However the car is only a year old and the service interval is 24 months or 20000 miles. Can one trust a company that is behaving like this? If the operator I called had asked my mileage before starting to arrange a booking it would have been ok- but she didn’t! Badly done Citygate.

Big thanks to Kaleem from Citygate High Wycombe, helped me get a new car sorted very quickly and great customer service.

Deposit left on a vw golf, called to be informed wrong price advertised. That’s understandable but then been waiting 6 days for am manager to call to refund but no one has called?

Contacted online regarding purchase of a new vehicle, received a glorious, glowing sales pitch letter back by email saying they were on my request and would contact me the same day. No contact was received, no contact of any kind the next day, and no contact the next, next day, three days in total! Utterly useless rubbish customer service. Dont waste your time with this lot, they obviously don’t care about their business which means they don’t give a damn about their customers, or potential customers.

Non-Disclosure of vehicle information, Incomplete vechicle preparation, and shocking customer service.

I bought a Cupra Approved Used Born from Citygate Cupra Slough at the end of May. Because I live in Scotland, I had to rely entirely on the dealership’s honesty and descriptions, taking comfort in the "Cupra Approved Used" standard. Before buying. I had extensive calls and emails with the sales team asking detailed questions about the car's condition.
Unfortunately, the reality has fallen far short of basic expectations:

Despite a 10-day gap between purchase and collection, servicing, MOT, and recall work were crammed into the last minute—and one of the recalls was incomplete. I had to arrange for my local dealer to finish the outstanding recall. While in their care, my local dealership uncovered several more preparation failures from Citygate that I am now actively following up.

At no point prior to purchase was I informed about the poor condition of the alloy wheels (this was not visible in the online pictures) , nor was I told the car didn't have a 2nd key. Citygate Cupra have given me £400 towards fixing the wheels, but having since taken them to an alloy wheel repair specialist, I have been advised that the pre-deliver work undertake by Citygate has damaged the alloys and they can no longer be diamond cut, my only option is to have them done all one colour.

While Citygate agreed to supply the 2nd key, getting it required constant chasing on my part. To make matters worse, I discovered they hadn't even ordered the key when they told me they had.

Buying a vehicle remotely requires trust, and Citygate Cupra Slough completely failed to deliver. The pre-delivery checks were sub-par, vehicle details were withheld, and post-sales customer care has been virtually non-existent.

I strongly advise prospective buyers—especially remote ones—to exercise extreme caution.

I have been chasing the Citygate management team for weeks now via emails/telephone call and have also logged a complaint using the process outlined on the Citygate website. As I write this, no-one from Citygate has had the decency to respond. My next intention is to raise a complaint with the motor ombudsman.

After being a loyal Volkswagen customer for nearly six years, I can honestly say this has been the worst customer service experience I’ve had.

My complaint has dragged on for months. I’ve had to chase for updates, wait weeks for replies and I never felt like anyone was genuinely interested in resolving the issue. Instead of addressing the points I raised, I repeatedly received the same response without any meaningful investigation or discussion.

To make matters worse, Citygate quoted me over £1,000 to resolve an issue. Before agreeing to the work, I decided to get a 2nd opinion from a local independent garage. They identified the issue straight away and fixed it within minutes, without charging me anything.

That experience has seriously affected my confidence in the advice I was given.

I have dealt with Alan Day Volkswagen in the past and the customer service there was excellent, so I know the level of service Volkswagen dealerships are capable of providing. Unfortunately, my experience with Citygate St Albans and Volkswagen Customer Care has been the complete opposite.

What has been most disappointing is not that an issue occurred but how it’s been handled. I expected clear communication, a fair review and a willingness to properly investigate my concerns. Instead, I was left chasing updates and feeling like my complaint was being dismissed rather than addressed.

I recently visited Citygate Kia Slough and test-drove the Kia EV9. Sumeet assisted me throughout my visit, and I was extremely impressed by his knowledge, patience and professionalism.

He took the time to explain the entire process clearly, talked me through all the different options available and made sure I understood the differences between them. I never felt rushed or pressured, and he answered all my questions thoroughly.

The whole experience was informative, relaxed and enjoyable. Thank you, Sumeet, for your excellent customer service and for making my visit such a positive one. I would happily recommend him and the team at Citygate Kia Slough.

Good customer term service by kaleem , helpful throughout the process

I was looked after really well by the whole team. Specifically Laura

Prompt and friendly service with good communication and easy booking

I don’t use facebook very often. But it does help me to get information about my contacts.

Avoid this garage at all costs.
This has been, without question, the worst experience I have ever had with a vehicle repair garage. I waited two weeks for a replacement sensor to be fitted, only to collect my van and discover that the fault had not been fixed and the sensor was still not working.
The customer service was appalling from start to finish. Getting through to reception by phone was virtually impossible despite repeated calls over several days. In the end, my BSO had to visit the garage in person just to speak to someone because nobody would answer the telephone.
What made the experience even worse was the lack of honesty. I was given misleading information on numerous occasions and repeatedly told things that turned out not to be true. Instead of receiving clear updates, I was left chasing for answers throughout the entire process.
The whole experience wasted my time, caused unnecessary stress, and left me with a van that still wasn't repaired after weeks of waiting.
Based on my experience, I strongly advise anyone considering using Napsbury Lane St Albans Commercial Van Garage to stay well clear and take their vehicle elsewhere. I cannot recommend this garage to anyone looking for reliable repairs, honest communication, or decent customer service.

Reece was very courteous and the service was completed it the time.e frame advised. Car was also cleaned.
Many thanks