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Mon Motors Volkswagen Bristol
Pioneer Park, Whitby Road, Bristol, BS4 3QB
bristol
4.7 (1,914 reviews)
Mon Motors Volkswagen Bristol
Pioneer Park, Whitby Road, Bristol, BS4 3QB
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Dear Sir/Madam, I am writing to formally follow up on my complaint regarding the recent service carried out on my vehicle, as I have yet to receive the update I was promised. After providing the additional information you requested, I received a phone call last week from a member of your Newport Ford team, during which I was assured the matter would be investigated and that I would receive a response by Friday. That deadline has now passed, and I have received no further communication. This continued lack of follow-up is unacceptable and only reinforces the concerns I raised in my original complaint regarding poor communication and reliability. I have made reasonable efforts to engage with you and provide the information needed, and I now expect the same level of professionalism in return. Please provide a full update on the outcome of your investigation without further delay, along with a clear explanation of what has happened and what actions you intend to take to resolve this matter. If I do not receive a response promptly, I will have no option but to consider escalating this complaint further. I look forward to your urgent reply. Yours faithfully, Gareth H
I purchased a used Volkswagen Golf from Capitol Volkswagen (Mon Motors) in Merthyr Tydfil in late 2024 on PCP finance. Within just 8 weeks of purchase I experienced the first major mechanical failure. By the sixth month I had experienced six major mechanical failures in total. Every single repair was classified as a "premature failure" by the dealer's own service department, yet they refused to accept any responsibility for the vehicle's poor quality. When I raised these issues formally my emails were ignored for weeks. I was promised a plan of action that never materialised. A corrosion warranty claim was rejected via voicemail based solely on photographs with no physical inspection ever conducted. When escalated, Volkswagen UK also refused to intervene. I was left with no choice but to pursue formal complaints through multiple channels. The stress, financial worry and time wasted over several months was significant. I would strongly advise anyone considering purchasing a vehicle from this dealership to think very carefully before doing so.
I have bought many VW’s over the years including 2 touaregs from heritage VW in Weston Super Mare before they were taken over by Monmotors. I recently purchased a VW Grand California from them in Bristol in 2024. Since then the van has had to go in for a recall and minor repairs and tweaks. Each time I have picked up the van the inside has been covered in oily marks and hand prints on the pristine white surfaces.There have also been metal filings just left on the carpets after work had been carried out. On a new van costing close to 100k this is unacceptable. On the last occasion the van went in, along with oily marks, there was a gouge out of the panel facing the sliding door. This was reported to the service manager who promised to sort it last September. After numerous emails on my behalf and broken promises from the service manager saying the parts would be here in February we’ve heard nothing. The service received here is appalling. Even if you have to travel 50 miles to another garage do it!They never once apologised for the damage caused by their workshop. I will never use this garage again. The next Cali I buy will be from Marshall’s or Breeze. The next car purchase will be from Porsche Bristol whose service is second to none. I can’t see me picking up my car from them with oily marks on the interior!
Very disappointed with mon motors skoda bristol, all I want is my deposit back, been weeks trying to get that,but getting pushed from pillar to post,always sorting it but never happens, maybe I need to go to small claims court? Shouldn't have to do that. Now all sorted, so finally paid back my deposit, staff are all lovely, just under pressure I think.
Absolutely awful. Bristol Mon motors is absolute poor. Worst customer service I have ever received. Glad we went to another franchise and didn’t give these clowns our businesses. Never ever will I touch mon motors again. Headache from start to finish. I cancelled the latest transaction after they became a problem and dictated what I could / couldn’t buy. No thank you! Now happily picking up my brand new multivan tomorrow! From elsewhere. Be warned! Also don’t bother asking for information Gavin ceo had plenty of opportunities to fix this.
Took my car in for a routine service at Bristol Audi. The whole experience was non customer centric and they only seem focused on new car sales. Poor communication, poor follow up, no ownership, no apology until it was too late, cant deal with third party warranties only interested in their own. Most calls end up at a call centre, calls not followed up. Poor excuses made by management on the phone, told staff shortages although showroom visually has lots of people but again nobody prepared to take responsibility. I even emailed the CEO and still nothing improved. They charge £160 an hour for labour costs which may be acceptable for a premium brand if you deliver what you say you will do, you don’t! Avoid.
Dear Sir/Madam, I am writing to formally complain about the recent service carried out on my Ford Ranger at Mon Motors Newport. When I booked the vehicle in, I was advised that its first service would include an oil and oil filter change, a cabin filter replacement, a full vehicle health check, and that the vehicle would also be washed and vacuumed. I dropped my vehicle off at 9:15am and was told I would receive a call when it was ready for collection. However, I did not receive any communication throughout the day. At 3:30pm, I had to contact you myself, at which point I was told the vehicle was finished and was currently being washed and vacuumed, and that it would be ready for collection at 4:00pm. I arrived at 4:40pm to collect my vehicle, only to find that it had not been washed or vacuumed at all. This was particularly frustrating given that I had been explicitly told this was being done. When I queried this with the front desk, I was told it was “too late” and that you had run out of time. This is simply not acceptable. Customers should not be told that work is being carried out when it is not. Furthermore, when I spoke with the service manager, I was informed that the vehicle had actually been ready since 3:15pm, which raises further concerns about the accuracy and honesty of the information I was given. Overall, I am very dissatisfied with the level of service and communication. This experience falls well below what I would expect from a main dealer. At the very least, I expect honesty, clear communication, and that agreed services are either completed or properly communicated if they cannot be. I would appreciate an explanation for this experience, and what steps you intend to take to ensure this does not happen again. Yours faithfully Gareth H
Avoid this place....terrible service especially from the so called Manager who told me lies. They completely wasted my time and not a single apology. Just made excuses about high staff turnovet...sorry not my problem. I will never use this disorganised and unprofessional company again.
Newport Ford mechanic broke 2 of my locking wheel nuts and they refused to cover the cost of new ones. The arrogant service assistant told me they're trained to the highest standard so it couldn't have been their fault. I came to pick up the van and one of the two new tires was at half pressure... visibly flat. 'Trained to the highest standard' ... yeah right. Embarrassing, arrogant and disinterested. Avoid.
Reviews provided by dealership customers who were invited to provide feedback on their sales experience using TrustPilot.
