Citygate Ruislip became only the second dealership I have ever had my car serviced at four times, the only other dealership being Ruislip Honda who were excellent prior to changing ownership to the Brayley group. If the booking team had been honest though the car wouldn't have been booked here and it would have remained at three occasions matching several other dealers over the years who manage three good or reasonable years and then either the staff/management/ownership/prices change so a fourth year isn't an option. My experience is the following, the service advisor Kevin was excellent, five stars for him, polite, friendly, enthusiastic, energetic, nothing was too much trouble for him. Four stars for the overall experience on the day as the coffee machine just like last year still doesn't have a decaf option. In the afternoon I phoned the dealership as I had a question when looking at the paperwork, Kevin wasn't available, I spoke with the Service Manager who said he would phone me back after speaking with the Technician, he didn't so I thought he would phone me the next day or the next week, no phone call came. One star for the booking experience because the booking agent had agreed the price on the major service, I had confirmed that the air filter and spark plugs would be replaced as part of the major service at 247 pounds (the previous year 219 was the quote so approximately 14% seemed an understandable increase). and they said yes. I even said I'm glad you know about the special offer because I had a call from Citygate and the person had no idea about your special offer of essentials servicing and quoting 458 pounds which made no sense at all when other VW dealers are under 400 and it couldn't have doubled from 219 to 458 in a year. When I arrived at the dealership the advisor had me down for an interim service which did not include the spark plugs/air filter change we had confirmed. I was now quoted 458. I just wish the booking agent had been honest, so after a long relationship with Citygate and arranging for friends' cars to be serviced/purchased through the group that trust has gone. I hope the senior management read this review and listen to the recordings of conversations. One of my friends has already confirmed he won't be using Citygate again following my experience, trust is important in any business relationship. So with 5 stars for the Service Advisor, 4 for the day overall and 1 star for the booking experience am giving Citygate 2 stars overall. read more

What can I say about this Garage or where to start. It all seemed to go so well at the beginning promising me all my requirements. But once I got the car it soon went downhill fast. I picked the car up it had a dent in the bonnet I was told it wasn't going to be repaired but once the customer Service advisor had seen the car he told me it should've have been done this is yet to be done at my inconvenience. Also the satellite navigation system I was told was going to be updated with the latest software. When I got in the car it was still 2019-2020 To be told this will be updated with a card being posted to me. Once I left the dealership on my way home I noticed a worrying rumbling noise which sounded like a wheel bearing. On top of that the clutch pedal started to stick on the floor and I had to return it with my foot. This was immediately brought to the garage attention as I stopped in a service station to report it. Then was told this could not happen as the car had been inspected, almost disbelieving what I was trying to tell them. The car was starting to become dangerous to drive. I then started reporting this and trying to find a solution with the Garage. But often waiting days before the salesman would return a call to me. At one time on the Monday morning I was told by the salesman Ard was going to ring me back as soon as he spoke to his sales manager I had to ring him some 27 hours later. I asked that the things to put right were: *The clutch *The wheel bearing *The satellite navigation update *The key fob which had developed a flat battery *The bonnet to be repaired and painted *Providing me with touchup paint as there was a mark on the back wing * The usual inspection which should've happened prior to picking up the car as I wasn't confident it was done properly hence the Problems *The car to be cleaned and polished as there were scratches all over the car from where it was mopped but not done very well But what shocked me I was repeatedly told this was a five-year-old car and then what I would have to put up with and expect. Eventually I spoke to the main salesman manager Lawrence he had agreed to put everything right bar a new MOT on it because it was under three months. I asked this to be put in an email as I often did this was on Friday, December 1st I had no email from anyone I chased it again December 4th. Only to be told even though I have it in an email, that it was going to be updated to The satellite navigation which was dated 2019-2020 still would not be done as it was going to Cost Garage more than £30. I then had to ask the salesman that I was dealing with at the time to put this in an email so I have a paper trail. He refused probably 10 times after I asked him it's my right to ask for this to be put in an email as you are a proper VW dealership. Finally he said he was going to agree to put that in a email some hour later I have not received anything not to my surprise. I was even told by the salesman that time was getting on and he didn't have time to talk to me as it was getting past 6 o'clock. How unprofessional The Garage has delivered a car not fit for purpose. I paid good money for that car to have peace of mind which I failed to get. Over and over again I was promised phone calls which never happened emails that didn't materialise. And again and again they kept going back on their word what they said they would do and not doing it. This was a lovely car if it was put right. I've asked and given The Garage many options to put this right, even agreeing with the sales manager, who unfortunately now is on holiday this week. I feel really letdown very disappointed and it's given Volkswagen main dealerships in My eyes are a very bad name indeed, especially Citygate Watford A car that was delivered in a poor state visually and mechanically unsafe. A main dealer that had been promising me stuff that didn't materialise. Now left without a car while we're trying to sort this out, being told they were not going to update the satnav now because it cost more than £30 feeling sad and letdown. All I ever wanted was The Garage to communicate properly keep their word and get my car back as it should be Safe repaired I'm with Stuff done which The Garage did not honour. I have since been railroaded into a refund onI have since been steam loaded into a refund on this car which I did not want. Now left without a car after suffering a heart attack I now see that this car that I was told was not economical to repair, has now since been re-introduced to the dealerships website. More lies more toMore lies more to sickness stay away. MC18 SGY. Ombudsman next read more

It's been 2 weeks since I have requested a refund as I do not wish to buy from this place anymore due to terribly poor service. I have not yet heard anything at all and instead of issuing a refund I am being requested to fill in details to confirm my sale! Very unhappy with the unprofessionalism of this branch especially with the management team. All they care about is securing orders and making money in a very dishonest way. They are acting quite unethically and haven't given me any confirmation of if or when I will receive a refund. Do not buy from Volkswagen Ruislip! read more

Visited Citygate Ruislip looking to buy a new/used car, the first salesman Kevin couldn't have been more helpful, unfortunately when I went back at the weekend he was busy, so was introduced to another salesman, so disappointed in his manner, his attitude, so dis-interested, talked down to me because I'm a woman. However I did purchase a brand new car, but what should have been an exciting/pleasant experience was dampened by this salesman. read more

Horrendous horrendous horrendous. The garage did some work on my car which to cut a long story short eventually led to my car being unsafe to drive. They had to be heckled to put the damage this caused to my engine right every step of the goddamn way. Problem after problem after problem with the car since I bought it. Their attitude is appalling not interested in after sales service at all. Heard nothing but bad things about them since. Only wish I'd heard these reviews earlier!!!! read more

Booked car on for service at 3pm, received a call yesterday asking if I could make it earlier. Agreed 2pm have arrived and been told there are two people before me so I want to know what was the point in asking me to come in earlier, we don't all have loads of time to sit round waiting. read more