Citygate Reviews 

Good advice, work carried out as agreed, future work flagged. Excellent service and good communication - no surprises

One of my car keys broke and I had to go to a Main Dealer to obtain a replacement. Citygate were difficult to contact, unhelpful, patronising and delighted in wasting my time. I bought my Golf new from them but it has been serviced elsewhere since it was four years old as I had these problems with them then. Without asking my permission they took it upon themselves to examine my car and point out many faults in order to persuade me to pay them to remedy them. The car was serviced and passed its MOT on 23.03.2026 so I find it difficult to believe that in has developed faults which they want to charge me £3589.60 to fix in just over three months. As convincing as the Irishman who came to my door, looked up at my roof, and suggested I pay him to fix it. Avoid.

If there was less than one star, I would be applying this. Please do not take your car to this service delartmenf. They cause damafs tk your xar and then deny it and treat hou as if you are stupid. This js the secknd time that I have had issues. I am assuming that jtbjs to add fjrther work to the accimulate more money. My cars off side parking sensor was dislodged and so I taped it ti avkid water going into it when washing. The rear anddriver side parking sensor worked perfectly. After having paid nearly £3000 for additional work supposedly identified when I took my car in for regassing, I had varijus issues wjth the service and communication. I collected my car and now the dislodged parking sensor has been put back in place, however now i get the message Parkpiolt is not available. Alex Bob the servixe manager who dealt with my car previously treated me as if I was stupid showing me camera footage of my car with non one approaching it. I explained that the replacing of the sensod would have been carried out when the ar would have been worked on. I requested to speak to another manager and surprise there was no one to sleak to besides him I do not need to be spoken to as if I do not understand. It took some time for him to attemlt to get another manager. I had to ask several time. Infact, it was only when I asked whether he has refusing to do so, did he go tk get ankther one, by this time, there was no other manager. Skoda Citygate has done it again. I have been given contact emails for complaints. I suppose I will be waiting for some time for someone to contact me!

This time I went Citygate St. Albans.
Laura was looking after me.Her customer service was impeccable;she told me every step of my car's service.There should be more people like Laura

Clare Hurst was amazing, the moment I entered the dealership till the end. This is the reason why I felt like a valued Volkswagen customer. Compared to two previous horrible experiences at other dealerships. Clare turned my opinion around. My cars faults were diagnosed and repaired very very quickly and the car came back feeling better and looking newer then it did. I appreciate Clare’s constant communication with myself, knowledge on the situation, explaining so I understood and kept me in the loop every step of the way. Will definitely save this as my preferred service centre.

Thank you so much Clare

The place has literally fallen off a cliff with Cliff leaving the service department. They now have two seating areas and a receptionist to keep you away from anyone who might have an incling of what is going on with your vehicle.
They also have a very rude parking attendant who really wants no bother moving you vehicle to their preferred parking space down by the bins some distance from the entrance.
One then enters the reception where the receptionist has no record of your booking despite the three text messages and three emails that you have received. So already a pretty low customer experience. Feeling like I should maybe leave as I have been scalded twice by the meet and greet team. They then tell me that they have capacity to fit me in! Just as well having had confirmation and driven 3/4 hr to get there. Asked if I need the van washed but before I can answer I am told the van looks pretty clean so maybe not necessary. I say isn’t the wash free with the service and am again scolded being told it is not free it is complimentary. I do not really understand the difference but it is clearly an important position order at Wooburn Green vw commercials.
Off I trot rather stressed by my experience. Then whilst munching my lunchtime sandwich I get a call from the garage advising all their systems are down and there will be no work done until the system is up and running. They will call me back within 2 hours with a further update. No call by 11.30 the next day so I ring up and ask why no call back. We had no access to your number they say. That maybe stacked up yesterday but not the following morning.
Still way for the vehicle which will apparently get a wash. Service with a smile….. NOT

Great service. Friendly staff. Convenient location as it’s close to where I live.

Excellent seamless service

Why didn't I give 5 stars? 5 stars is difficult to achieve for any company. Overall the Citygate Chalfont staff were easy to deal with and efficient - meaning they already had all my information and were ready to go when I got there. However, just like so many companies, it was "heads down, fingers on keyboard" with no acknowledgement of waiting customers for a good minute or two. And in today's world, a minute or two is a long time to be standing with nobody acknowledging you. Also, there is a VW dealer less than 8 minutes walk from me. Why on earth could they not service my Cupra ???

Errors can happen during car servicing, and that is completely acceptable if the business takes responsibility and looks after the customer. Unfortunately, the management (not technician and it matters) at Citygate Ruislip has absolutely zero customer loyalty, treats you like a cash cow, and completely ducks accountability when things go wrong.

If you want fair pricing and respectful service, use another branch. Here is how Citygate Ruislip operates:

Massive Overpricing & No Goodwill: Their quotes are ridiculously inflated compared to their own sister branches. They quoted me £500 for a battery replacement, while another Citygate branch in London did it for just £100. For a recent repair, Ruislip demanded £1,420, whereas another London branch quoted £1,250 and immediately offered a goodwill discount to help out. Ruislip offered absolutely nothing however issue happened after repearing on their service.

Petty Upselling: They try to charge you for things that take 3 minutes to fix for free, like offering paid services to replace a slightly bent number plate that just needed a screwdriver to straighten out.

Zero Accountability for Service Mistakes: Following a service and wheel alignment here, my steering wheel was left offset by 15% just to drive straight. I had to drive 1,000 miles (on a heavy EV, where they themselves stated that wheel alignment is very important!) like this because the team ignored my emails for a month. This alignment issue ended up ruining my front tyres (cracking them, despite having 6mm of tread left). Instead of showing some understanding, the management dismissively blamed my budget tyres, which works perfectly 2 year before..., offering zero loyalty or compromise.

Appalling Complaint Handling & Ignored Emails: When I lodged a formal complaint because my emails were being ignored, the first call I received was not from upper management, but from the Service Manager Chase - the exact person I was complaining about - defensively questioning why I complained. A higher manager did eventually get involved later, but by that point, there was little they offered to do, leaving me to just accept the mess. The worst part? Lessons were absolutely not learned. Shortly after, my emails were completely ignored again, forcing me to physically walk into the branch just to get a response.

The Bottom Line:
Between their mistakes and the tyre damage caused by their delayed response, I am facing a total bill of over £2,000. The management has shown zero willingness to meet me halfway. To make matters worse, ever since their repair work in January, the general driving behavior of my car has changed - it still jerks when coming to a stop. Thanks to Ruislip's refusal to properly investigate, I am left having to either pay out of pocket to fix this new issue or just live with it.

Save your money and your nerves - go to a different branch where the management actually cares about retaining customers.

Customer service was friendly and welcoming, greeted warmly and efficiently.

Have found ALL the staff polite, helpful & professional in their manner.

As requested the car was serviced before 12.30 which was excellent

First time at the garage for a service. I spoke to three members of staff one mechanic and two members of the office team. All of them were extremely polite and helpful they all had a smile on their faces and looked happy to be at work. Very helpful as well and attentive. The service went well all aspects of it were clearly explained. Thank you

We’ve been taking our Tiguan to CityGate Volkswagen in Ruislip for servicing, repairs and MOTs, and Marc consistently goes above and beyond. He’s always willing to fit us in at short notice, takes real care with the car, and gets any issues sorted quickly without messing us about. It’s rare to find that level of service and reliability at a dealership. Highly recommend.

I took my Volkswagen to Citygate Colindale to have the boot repaired as it would not open. I explained it had to be reliably done, as I had my two small granddaughters coming to stay, and would not be able to manage if I could not open the boot. They charged me £500, and made the boot open - for just three days, after which it stuck again. I phoned, told the automated system I wanted the Colindale branch, and waited for 20 minutes for an answer. When I got an answer I explained the problem, explained about my grandchildrens' impending arrival, and asked if it could be dealt with before they came. The very offhand operator made me wait another few minutes, then came back and tersely told me I could take the car in on Thursday week. I explained that this was too late, and asked to speak to the manager to get an earlier date. She abruptly told me I was not speaking to her with sufficient respect, and cut the phone off. To be clear, I had spoken to her politely, and not raised my voice. So I drove all the way to Citygate Colindale to speak to someone, and asked for the manager. He explained that I had not spoken to his staff, but to the call centre in South Africa. He offered to take it in the next day, but could not promise I would have it back before my granddaughters arrived. So I decided it was better to gave a car with no boot than no car at all, agreed to bring it in when my granddaughters had left, and managed my granddaughters' visit as best I could. Then I drove the car in on the day agreed. The manager was not there, and the only person who was there advised me to take it away again and promised the manager would ring as soon as he came in. She could not give me a phone number that bypassed the South African call centre, so I cannot contact them at all. That was yesterday morning. The manager has not rung. I am going to have to drive over there again.

Friendly and efficient service team.

I recently bought a Volkswagen Golf from Volkswagen West London (Brentford), travelling 70 miles to do so. I'm very happy with the car itself, but the experience of buying it fell well short of what I'd expect from a main VW retailer.

From the outset, the salesperson came across as dismissive. He welcomed me and shook my hand, but when I introduced my wife - who had travelled the full distance with me - she got nothing more than a brief "hi" before he carried on talking about the car.

The same thing happened once we'd paid and completed the purchase - another handshake and thank you for me, and my wife ignored entirely. A small thing on its own, but it set the tone.

What bothered me most were the sales tactics around price. I was initially told nothing could be done beyond waiving the £150 admin fee, and I rejected the deal on that basis. The very next day, a manager called to say the branch was chasing a monthly used-car target and could in fact reduce the price. I'm glad there was flexibility - but it left me feeling I'd been told something untrue the day before purely to hold the price up. I was also told they could "show me the internal system" to prove they'd bought the car for more than they were selling it to me for - a claim I found difficult to believe and which felt like a tactic rather than a fact.

When I came in to view the car with a view to buying, I expected it to be presentable. Instead it was dirty, with the explanation that "valeters don't work at the weekend," and it was handed over with just 35 miles of fuel and no battery charge - on a hybrid.

When I raised these points, the response was effectively that I'd "already got some money off, so be happy with that," which I didn't appreciate. As a direct result, I had to spend £60 filling the car with fuel immediately after leaving, and a further £40 having it valeted myself - £100 of costs that should never have fallen to me.

Communication throughout was patchy and only seemed to become a priority when it suited the dealership rather than the myself - not the relationship-based service I'd expect.

Honestly, had we not already travelled 70 miles, given up our day, and genuinely liked the car, I'd have walked away. I like the car. I did not like how I was treated to get it. Given the misleading approach to price and the £100 I had to spend putting right a car that should have been handed over fuelled, charged and clean, I would look at other dealers.

Staff was very supportive, professional dealing with my problem. I was made to fell welcome and comfortable while my car was sorted. Also all staff were very polite and helpful. I was kept inform on progress and received a update on the vehicle. I couldn't ask for more.