My experience with Sutherland Volkswagen is disgusting! I will not come back, EVEN FOR MY FREE SERVICE!

On April 30, 2014, I purchased an Amarok Tsi300 from Sutherland Volkswagen (Matt Amanovich), below, I have outlined the chain of events that has forced me to take action to ensure this does not happen to anyone else. Think hard before buying from here….

• 30 April – Attend dealership to pick up my 2013 model Amarok…..only it was a 2012 model! Via email, it was confirmed to me that it was a 2013 model prior to pick up. This uncomfortable situation meant a compromise had to be agreed on. Resulting in 2 free services.

• 12 May – First time filling up car with fuel. Fuel tank ruptures spilling ~20litres of fuel onto vehicle and service station floor. Potentially fatal incident as excessive fuel vapors spread around the area which contained several ignition sources. Fortunately no fire ensued. VW breakdown service notified and they reluctantly dispatched a service tech to investigate, who advised upon inspection the fuel neck was “not appropriately secured” and was the cause of the fault. I advised Matt from Sutherland VW and was advised I would be contacted first thing tomorrow to provide detail of repair process and timeline and to discuss compensation for car rental and/or loss of income whilst the car is under repair (I’m a tradie and I can’t work without my most valuable tool….my ute)

• 13 May – Vehicle towed to Nearest VW service center in Brookvale 8am. Call received from Matt approx. 9-10am…explaining I would be contacted later today pending a discussion with his dealer principal to give detail on repair process and timeline and to discuss compensation for car rental and/or loss of income whilst the car is under repair. Déjà vu anyone.

• Here’s where it get interesting. For the next 4 days, despite my attempts to call Matt, His manager “Tim”, the Dealer Principal “Mark”, Even the service manager and the GM at Brookvale VW…..NO ONE Returned my call!! 4 days as a tradesman without a vehicle represents a substantial loss of income. 4 Days not knowing will they offer a loan car in the interim, can I hire one myself and pass on the cost to them??? Everyone turned into a ghost as soon as money had changed hands.

• At the end of the 4th day, I was advised the car would be ready the next Monday, a total of 7 days without the car. Now, 7 days without a car is very bearable, provided you don’t have to wait the first 4 days wondering what is going on!

• At the time of picking up the car, it was apparent that the repair has left the car in a worse state that previous, namely The new fuel neck is even less secure and has been damaged to allow for fitting under the tray (section of bracket snapped off to fit past electrical junction box). The end result is there are sharp jagged edges now pushing into this electrical junction box leaving the car exposed to fire risk as eventually the vibration of the vehicle movement will see the fuel neck penetrate into the electrical box exposing live terminals.

I have requested a refund for the car as, under Australian consumer law principals, you are entitled to a refund if the fault is considered major and / or unsafe…..which in this case, it’s both!

Here is part of the dealer principal’s email regarding a refund…..

"Whilst I appreciate your concern regarding the warranty issue you have had with your Amarok, “the vehicle is warranted by the Manufacturer (Volkswagen) and has been repaired by an Authorized Volkswagen Dealer (Bill Buckle Volkswagen, Brookvale) in accordance with the instructions provided by the Manufacturer. Given the vehicle is currently operating as it should, there is no further obligation on either Volkswagen or the Sutherland Volkswagen(As the selling Dealer) to do anything further”

THINK BEFORE YOU BUY FROM THESE…….. “PEOPLE”