Volkswagen Caddy 2023 - 2.0 TDI 122PS Commerce Plus Van DSG

I was told by the service manager (For clarity not current service manager) that a parameter change update had been conducted to resolve an issue that I was having with the engine oil level increasing (sensor parameters), 11 months later the issue occurred again. I called out roadside assistance, who confirmed that there was no record of a warranty claim being made and also there was no diagnostic record of any updates being applied, I then contacted Swansway customer service and VW UK. The customer service from Swansway advisor forwarded on a screenshot showing the parameter reading before and after the update However!!!! The screenshots received were from the diagnostic machine in the workshop and nothing at all to do with my vehicle!! I spoke with the service manager who assured me the update had been done although there is no warranty claim and no sign of an update in the applicable control modules, when I questioned why wasn't a warranty claim submitted the service manager said it takes minutes to update and wasnt worth claiming This didnt seem feasible as any warranty work surely would be visible and present on the vehicles diagnostic history, what made me more distrusting was when I asked for a video showing the engine oil being drained he said ok but I would be charged for the video. I did request that to help regain my trust you could show the oil being drained on the Citnow however I was told this wouldn't be possible. I found the service manager to be very defensive and was probably not used to be challenged by customers.I then continued to find out if the update had been conducted or not and the answer was no! please beware of what you are being told may not be accurate always seek further advice by escalating your concerns through the Swansway customer care team and VW UK. I loved my Caddy but I couldn't trust this service centre so I reluctantly parted with my VW and purchased a different brand altogether as I couldn't accept being told incorrect information, I sincerely hope this has now changed at VW Wrexham

I was told by the service manager that a parameter change update had been conducted to resolve an issue that I was having with the engine oil level increasing (sensor parameters), 11 months later the issue occurred again. I called out roadside assistance, who confirmed that there was no record of a warranty claim being made and also there was no diagnostic record of any updates being applied, I then contacted Swansway customer service and VW UK. The customer service from Swansway advisor forwarded on a screenshot showing the parameter reading before and after the update However!!!! The screenshots received were from the diagnostic machine in the workshop and nothing at all to do with my vehicle!! I spoke with the service manager who assured me the update had been done although there is no warranty claim and no sign of an update in the applicable control modules, when I questioned why wasn't a warranty claim submitted the service manager said it takes minutes to update and wasnt worth claiming This didnt seem feasible as any warranty work surely would be visible and present on the vehicles diagnostic history, what made me more distrusting was when I asked for a video showing the engine oil being drained he said ok but I would be charged for the video. I did request that to help regain my trust you could show the oil being drained on the Citnow however I was told this wouldn't be possible. I found the service manager to be very defensive and was probably not used to be challenged by customers.I then continued to find out if the update had been conducted or not and the answer was no! please beware of what you are being told may not be accurate always seek further advice by escalating your concerns through the Swansway customer care team and VW UK. I loved my Caddy but I couldn't trust this service centre so I reluctantly parted with my VW and purchased a different brand altogether as I couldn't accept being told incorrect information, I miss my VW as it was perfect for my lifestyle but I dont miss dealing with the service centre at VW Wrexham commercial centre MY OPINION IS TO AVOID THIS SERVICE CENTRE AND ALWAYS GET A SECOND OPINION OR ESCALATE IF YOU ARE UNSURE

During our MOT last year for our VW Transporter Shuttle we received two advisory items for our vehicle, for play in the NSF tracking rodand for two faulty rear suspension rubbers. This was also notified in the free vehicle safety inspection. Our MOT and service were recently due and in advance we received several emails reminding us of the amber items and quoting a price of \xa3219.24 to remedy the faults. The vehicle was booked in for the work, together with the MOT, service and brake fluid service, for June 23rd. Unfortunately, due to staff sickness, the vehicle was not collected from us until late morning on the 23rd, so the work was carried over (with our agreement) to the following day. On the morning of the 24th, we received a call from Clive to tell us that there was a 'problem with the quotation' - apparently the technician who had completed the inspection the previous year had not included any labour in the quotation, and had omitted the 4 wheel alignment that would also be required. The cost was now being quoted at over \xa3660, and we were told that they would not honour the original quotation. We asked if either of the faults would result in an MOT failure, and we were told that they would not, so we declined to have the work done. 5 minutes later, we were called again to tell us that the tracking rod was now indeed an MOT failure, leaving us with no choice but to have the work done at a cost of over \xa3460 and with no chance to get competitive quotes. Clive also told us that they had experienced many other problems with the same technician producing incorrect quotations for many other customers, and yet no one at the Van Centre had taken responsibility, once this had come to light, to check and correct quotations produced by this individual. This is completely unacceptable. This is not the first time that we've had a problem arising from a misreported vehicle safety check at this centre. In 2022 our check recorded our brake pads as 20% worn (front and back), and yet in 2023 our vehicle failed the MOT with over 80% wear on the front, and an advisory for similar levels of wear on the back, after only 4000 miles of use in the year. The safety implications of this error are obvious, and yet the centre refused to take any ownership of the problem. Instead they claimed that the callipers could have seized during the year, causing the same level of wear on all four brakes simultaneously, a ludicrous claim. Likewise, this time no ownership of the problem was taken, and the work should have been done at the quoted price. The Van Centre did waive the cost of the MOT test as a goodwill gesture, then completely undid the value of this by telling us that the vehicle needed a DSG oil service at a cost of \xa3299, despite the fact that the last one was only done BY THEM 12 month's ago. The service is shambolic, misleading and (in our previous experience) potentially dangerous, and is completely unacceptable. We cannot trust any information that we receive from this organisation and will not use them again. As a postscipt, we have since had the rear suspension rubbers inspected by three different engineers, and all have said that the work is unnecessary.