Giltrap Volkswagen - Grey Lynn

I’ve purchased a VW Eos and went there straight away to find out about a noise that was coming out from the front wheels. Had a test drive with a mechanic and he was awesome as he identified a problem with the right wheel bearing within 30 second. I was quite impressed with VW and I thought I was at the right place where my beautiful EOS will be serviced on regular basis etc but my impression did not last long. I left my details with a service representative person to send me a quote for a repair, as he was busy. He promised to send all details to me shortly. Well, it’s been a month and no one made a contact with me. I even sent a request through website and still nothing. Instead, I had to go to another service station and fix my problem. Well, if you guys don’t want new customers then so be it. P.S. 1 * is for a nice mechanic who could identify the issue.

Visited the showroom today and we were shocked by the poor customer service. No agent showed any interest in greeting us whatsoever for more than 20 minutes while we were wandering in the showroom and the yard checking on different vehicles. One agent was sitting behind a desk the whole time, didn't even look up. One agent walked right past us without a hello. One agent glanced at us for a short period of 3 seconds and walked away to Porsche showroom. Not to mention, we were the only customer on site for a good 15 minutes. Finally, when we have decided to walk away, an agent came from the commercial vehicle department greeted us and apologized for the delay when he heard our story. We thanked him for his attention but we have lost interest in purchasing a vehicle from Giltrap Volkswagen.

I've been here a few time for big service jobs on my cars. Cam belts, chains etc. Previously I was quite impressed but less so on my last visit. My GTI was returned with a screw in the tyre and cost $90 over the quoted amount. When I went back to get the screw fixed I was waiting 1h10m in the waiting room with no reimbursement for my time or the hassle. Bit of a poor effort considering the margins they make on servicing...

Bit lackluster. Didn't purchase the car from giltrap but certainly expected a higher standard of customer service given the premium pricing. Agent was only really interested in selling more work. Very nice facility, but needs some polish around customer experience Update: had a follow up call from Rick off the back of above feedback, very willing to hear me out and offer reasonable explanation. Appreciate the follow up

We always experience excellent service. But today we had other appointments to attend, so on a tight schedule. The car was attended to promptly and returned clean (always a thrill!) And in plenty of time for us to make the next appointment minus the stress.. Thank you very much.

Don't ever buy a new car from these guys. Have had issues with my reversing camera since the day I bought it. Despite repeated complaints since the very first service, taking the car in numerous time for the fault to be fixed and providing multiple videos of the camera actually failing this still hasn't been fixed and now its been OVER 4 YEARS! They most recently have had my car in for repair for 4 months and counting. The last time I heard from the service desk with an update of the status of the repair was in July. No contact since then. Not one word. Appalling

Update: (16/10/2019) We received the car in 2 days after 29/05 in a polished and like new condition. In 2 days, we noticed a cracking sound coming out of transmission in 2 second gear. Took the car to VW Giltrap, they looked at car and gave a me a new car as loan car. Next day I picked it up and they said they have remapped electronics and should be working fine. But I got the same sound the next day. This time around they asked me to leave the car for about a week to check the issue and try to reproduce. Meanwhile I had another loan car for a week. Received a call a week later saying that they were able to reproduce the sound but couldn't find what the issue is, so they have decided to replace the full transmission under warranty. They asked me to pick up the car and return it back when the parts arrive. Funny enough, on my way back home, I started getting warnings about crucial functions of the car and the next day, they came over to my office to pick up the car and left me a loan car. By this time, I started regretting for buying a VW again. Got my car next day and all faulty warning were fixed. I was asked to drive my car until parts arrive, which arrived in a weeks time. Got another loan car and in 2 days they completed the work and returned it back to me. From then on I felt like it's a new car and by God's grace and their good work, it's running good so far. In the last 6 months, we have driven 4000 kms. The moral of this long story is Giltrap didn't leave me to dry when I had an issue and everything was done under warranty and at no cost. I also got to drive other brand new cars and models during these repairs? I have to mention one thing which I felt as a downfall - I didn't get enough updates. They will promise to call with the update but you will have to call them for the update. It's a busy place and sometimes things can get missed. As far as they fixed my car properly I was fine. Update: (29/05/2019) Got a call from Giltrap today saying that there is a new offer starting in 2 weeks. But since I have not got the car yet they still explained the offer to me and saved me nearly $1000?. They do look after their customers well. I will update once I have taken delivery of my car about the delivery experience. 25/05/2019 They go the extra mile to make their customers Happy. A big big shout-out to Keith Williamson who helped us to get the best price on the car we wanted. I'm so glad that they offered the best market rate possible for my trade in. I couldn't ask more. Thanks guys. We are sure to come back for more

Showroom was clean , tidy and very well organised . Customer service provided by sales consultant is top notch . Highly recommend this showroom.