|Address:||435 Scarborough Beach Rd, Osborne Park WA 6017, Australia|
|Phone:||+61 8 6446 7202|
|Working:||7:30AM–5:30PM 7:30AM–5:30PM 7:30AM–9PM 7:30AM–5:30PM 7:30AM–5:30PM 8AM–1PM Closed|
SERVICING IS OVERPRICED AND HAS NO ATTENTION TO DETAIL!! If I could give zero stars, I would! I dont like to leave negative reviews, but this one had to be done. My family have purchased two cars (2011 & 2014) from this dealership, and we always been on time with scheduled servicing here. At my most recent service, in January 2017, I was charged $2433.75 without having been quoted for an approximate amount the service would cost. It was a routine 105000km or 84 month service. I accepted that this was how much servicing should cost, and paid it in full on the day. My presenting complaint at the time of servicing was that the air conditioned smelled bad, and the temperature would not go low enough. A "minor air conditioning treatment service" was provided, checked output temperature and carried out ozone and anti-bacterial treatment, along with the rest of the service. 1 week after the service I called the centre as the air con had become worse - it would not cool down the car at all, instead it would blow out hot air during an entire 60 minute drive. During cool nights, the heating stank like you would not believe. It was cooler to have the windows down on a 40 degree day, rather than have my air con on!!!! My car was reassessed, and I was told that I needed an entirely new pump & hose, and it would cost me another ~$2000. I just could not afford this amount of money (thats almost $4500 in total) on a 7 year old car at this point. I complained about this to my Service Advisor, Mario, and he said he would look into getting goodwill from VW head office. After months of chasing after this, they said my case had been "closed" as it had been over a certain time period. On chasing again, in April I finally got an answer that VW would pay 40% of that cost (40% of $2000) for my air conditioner pump+ hose replacement. This seemed a lot more reasonable, but I spoke to a friend who suggested I seek a second opinion before committing to this. I ended up seeking a 2nd opinion from a small European car boutique garage (which I thought for sure would be more expensive than trusty VW, who need to uphold their brand name right? WRONG). The mechanic carefully showed me the computer diagnostics performed on his machine, explained why the air conditioning was not working. He pulled out the filter and it had mould and leaves inside (I had been told that my pollen filter was recently changed! Evidently not), resulting in the bad smell coming from my air con!!!! I was quoted $250 for the problem to be fixed (compared to $2000), and yes, now my air con smells fresh and keeps me cold! IN SUMMARY: Dont go to VW Osborne park for servicing. You will pay a ridiculous amount of money for no good reason. The itemisation is not clear, and the reason for certain treatments to be performed is not clearly explained. I thought that I could trust the dealership to take care of my car, but I am so disappointed. Cant fault the VW cars, but the service is very disappointing. Save yourself the money and the headache - go somewhere else.
Please DO NOT buy a new or used car from this dealership! This is by no means is a representation on the salesman (Sean) as he was brilliant and worked with me to get a cracking deal. My problem lies with the guy "supposedly"in charge of the dealership, Philip McLardy the dealer principal. I currently have a 2012 Amarok which I have loved and in May 2017 I decided it was time to upgrade to the new V6 Amarok. Unfortunately after placing a $500 deposit on the Saturday the following Monday I was notified that a sale of my Doubleview house had fallen over. I decided that it was probably not the best time to be spending 65k on a new car. At this time no contract with Osborne Park VW had been signed and only a $500 deposit put down. Skip forward a couple of months to August and the property sale has now gone ahead and I am keen to proceed with this purchase. I contact Sean again and renegotiate the contract for sale as they still have the car at the Osborne Park dealership. After negotiation and discussions with his Sales manager a contract for sale was sent via email at $60,000.00. I very happily signed the contract and sent back via email. Strangely I hear nothing for a day and the next morning I am told that unfortunately VW (Philip McLardy) has decided that at this price he is not willing to sell the car. For the sale to proceed they would like me to pay $62,990.00 even though on the formal contract 60k was written. After contacting Philip and asking for an explanation he blamed his staff and myself rather than taking ownership as I would expect a manager/leader to do. Philip explained that the reason he could not sell the Amarok at the price offered on the official contract was that he no longer could get the VW corporate kickback as expected. Im not sure how this becomes my problem but shouldnt you honour the price offered??? I would have thought that as the head of a large corporate dealership and also a partner in the AHG group he would want to negotiate and come to a middle ground where we would both feel somewhat ok about this deal, however I was wrong. Philip had absolutely no interest in preserving the VW brand or wanting to retain my business as a loyal VW customer. I am sad to say that from this one experience out of principal I will never buy another VW or in fact another car from AHG. How different an experience this could have been Philip.
Dear Osborne Park Volkswagen & PETER You are a superstar Peter! You have made our encounter not only a first class purchase experience but also displayed honest professionalism, politeness and perfect dedication to your brand. I am at my first 24 hours in my new (used) Tiguan which is the most sensitive period in terms of getting used to a vehicle. Thank you for all your professional advise they appear to be extremly helpful. I really enjoy the features of how this VW makes my drive absolutely user friendly. I must thank you for your kindness and flexibility of visiting us with our choice of vehicle. Having said that it is always a big risk taking in consideration the fact that some car-sales people will not taking you granted, being prejudgemental and pushy. Even here in Perth there are some old-fashioned ones but all they are about is to push their product. Peter - you the absolute opposite. You allowed me to naturally like the car and to make my own decision free of any sales-bias. Also you were great dealing with the price issue. In your effort youve achieved finding a satisfactory middle ground. You did this without being a discounter or diminisher of the brand you represent. Finally, based on my personal shopping encounter I would truly like to recommend yourself to everybody who are genuinely out for a hunt, seeking a fine vehicle purchasing experience. All I can say, because of all this Im the happyest person in town today.. and I know this perfect feeling will last with my VW Tiguan for a long time. Peter, Keep up the great work you displayed!
This is not in the first instance a criticism on Osborne Park Volkswagen, however when I sent an e-mail to the manager explaining my concern, I never received an acknowledgement or reply which is not good business practice. My problem was the diabolical method of replacing a lost electronic key. It takes 10 days to get a replacement from Germany, costs $600 and your vehicle has to be towed to the workshop! In this day and age, why VW cant organise an internet transfer of data to a workshop in Australia; well words fail me. As for charging $600 and having to take the vehicle to a work shop, can you image if you lost your car keys in Port Headland! At the very least surely a mechanic could take a laptop to the vehicle to reprogram the vehicles computer. In my case, since my wife uses a wheelchair and it was locked in the back of the Passat, it meant that she was effectively housebound for 10 days and there was nothing she could do about it. We did eventually get into the car using a locksmith at a cost of $370 and recovered the key and now all is all well, no thanks to VW and their pathetic key replacement service. The reason I have given the company one star, since I appreciate they are a captive of this abysmal key change arrangement, is that there was no response to my complaint which in my mind is the height of arrogance and poor business practice. I have always maintained the mark of a good company is how they respond to problems and I am afraid they failed the test.