Sam

Update: Despite you requesting my details you have still not reached out to me or address my concerns.

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Messaged multiple times without a reply. I was told once confirmation of my closed case that I would get contact. Instead I’ve just been sent indirect general email confirmations without any attempt at rectifying my request to have my premium reassess as I overpaid due to open claim taken too long.

Usually this is the only means of initiating contact.

Please contact me asap

reference: 5000194929

I was disappointed with both the product and the customer service. The helmet's fade pattern was far more prominent in person than it appeared in the website photos. Although the product is described as "Matte Black Fade," the pattern is not clearly visible in the online images, so the appearance of the helmet was not what I expected.
After contacting customer service, I sent them a photo of the helmet I received, which clearly showed how visible the fade pattern actually is. My photo displayed the pattern much more clearly than the image on their website, yet this was dismissed. Instead, I was simply told that the helmet was "exactly as shown online" and referred back to the website image, despite the obvious difference in how clearly the pattern is shown.
The website photos do not accurately represent how noticeable the fade pattern is in real life. Better product photography would help customers make informed purchasing decisions and avoid this kind of disappointment.

Unable to transfer my original number in an appropriate amount of time. This should only take 48hr max instead this is taking 4 days.

Case Ref: 49710279
I am writing to request an update and estimated timeframe for the resolution of my ongoing complaint. It has now been over eight weeks since my initial submission on 11 August 2025, and I have yet to receive a satisfactory update.
In addition, I wish to add further information to my complaint as new issues have come to light since our last correspondence regarding the claim.

Following a recent call in response to your request for further evidence, I was informed that the initial confirmation email stating that the driver had accepted liability was, in fact, incorrect. On 2 October 2025 at 16:04, I had a 40-minute phone conversation with an assistant, which I have recorded. During this call:

There was a significant delay before reaching the assistant, and I was kept on hold for over 10 minutes while she conducted her investigation.
The assistant confirmed that the driver had not accepted liability.
She also confirmed that my sketches and details of the incident had not been shared as part of the claim review.
Furthermore, she confirmed that the email sent on 19 September 2025 was not accurate.

The assistant assured me that I would receive an update by the following day; however, two weeks have now passed with no communication. This continued failure to provide timely and accurate updates demonstrates a lack of accountability and professionalism.

This process has caused significant frustration and wasted time on my part. The ongoing need for me to chase updates and manage communication personally is unacceptable. I believe this matter now warrants escalation to the Financial Ombudsman Service for further review and consideration of potential financial redress.

Please acknowledge receipt of this email and provide a prompt and substantive update on the progress of my complaint.

I wish to raise a formal concern regarding potentially unlawful practices, specifically the concealment of a contractual agreement under the pretence of assessing the eligibility of a potential claim. No contractual documentation was provided to me, nor was any acknowledgment of a binding contract for goods or services issued following the acceptance of a liability request. Consequently, the statutory 14-day cooling-off period was not actionable, as there was no valid interaction or agreement formed between myself and the law firm.
Such practices are highly deceptive, particularly for a law firm of the standing this organisation claims to hold. The manner in which these arrangements have been conducted creates the impression of entrapment rather than professional legal service, and bears the hallmarks of a misleading or potentially fraudulent scheme.
In conducting my own research into this firm, I have identified multiple instances of similar concerns being raised by other clients, who have also expressed surprise and dissatisfaction at being bound by an uncommunicated and unagreed contractual arrangement. This pattern of conduct raises serious questions about the firm’s transparency, integrity, and compliance with consumer protection law.

I recommend anyone that has had a similar experience to contact the ICO, SRA and FCA to report this.

This appears to be a misleading and potentially fraudulent practice, in which individuals are induced into checking a potential claim, but the organisation then proceeds to initiate or pursue a claim without first obtaining explicit consent or authorisation.

I am deeply concerned by the actions of this organisation, which has now threatened me with legal fees despite my explicit request that they cease all communication with me. I have received multiple unsolicited emails from them regarding a legal claim with which I have no involvement and to which I have never consented. At no point have I initiated contact with this organisation, nor have I requested or authorised any assistance from them. It appears that my personal information has been obtained and used without my consent in relation to legal proceedings allegedly conducted on my behalf. I responded to one of their emails solely to instruct them not to contact me further and to delete all personal information they may hold about me.

I am writing to formally raise a complaint regarding the handling of my claim (Claim No. 5000194929 via eSure) following the damage to my vehicle caused by your policyholder on 08/08/2025. Happy to give you her details privately

While Allianz has acknowledged liability for the accident and has arranged for given the go ahead for repairs to my vehicle, I have not received any acknowledgment of compensation for the significant inconvenience, disruption, and additional costs I have suffered as a direct result of their customer. Specifically, I have experienced significant delays in repair, lack of courtesy car, transparency on car I will be given, reliance on expensive alternative transport to collect replacement car, disruptions as a result of having to follow up with my insurance company Esure and other parties such as Enterprise and Garage who have each received a complaint based on their involvement. These issues have caused me personal distress that I believe Allianz should reasonably compensate, in line with your duty of care to third parties affected by your customer’s actions.

I therefore request that Allianz reviews my case urgently and provides appropriate compensation for the inconvenience.

If this matter is not resolved satisfactorily within 14 days, I will have no choice but to escalate my complaint to the Financial Ombudsman Service.
I trust Allianz values fairness and customer care, and I look forward to your prompt response.

Formal Complaints

**Delay in Communication and Follow-up**
Despite confirmation that the insurer has admitted liability, I have had to chase today's confirmation of this point as of 19/08/2025. This has caused unnecessary delays and inconvenience.

**Lack of Coordination Between Insurer and Repair Centre**
I was required to contact AutoTech Slough directly, who advised that they had not received confirmation from the insurer. This led me to contact Esure again, with another multitude of security questions before finally reaching an assistant at which point they called AutoTech while I remained on the line and subsequently transferred me back to the repair team. This lack of coordination has been inefficient and time-consuming.

**Excessive Delay in Vehicle Collection and Repair**
I have been advised that vehicle collection will not take place for another three weeks (08/09/25), in addition to the time required for evaluation and repairs. This delay is unreasonable and significantly extends the disruption caused.

**Inconvenience in Courtesy Vehicle Collection**
Enterprise have advised that they do not provide vehicle drop-off, requiring me to travel to their branch to collect the courtesy car. This is inconvenient and adds further disruption.

**Uncertainty Regarding Courtesy Vehicle Allocation**
Enterprise have not confirmed which vehicle will be provided as a courtesy car. This lack of clarity raises concern over whether the vehicle offered will be suitable for my needs as a driver who has only driven 1 car I do not wish to be presented with an unfamiliar car brand to drive away. They have also asked me to put a deposit down. I do not feel it's my responsibility to do this as the other insurer has admitted liability.

**Compensation**
I have also not received any notice to suggest that any of the distress and inconvenience will be compensated for while claiming damages from the other insurer.

Tried to get hold of Enterprise Reading Park multiple times without success despite being told this is the branch that would deal with my vehicle cover.

Dear Volkswagen Customer Service,

As acknowledged in your recent response to my complaint online, I am writing to formally outline my concerns regarding the app functionality associated with my vehicle. Despite my previous attempts to seek assistance, I have received unhelpful and inadequate responses from multiple departments, all included in this email. Nevertheless, I have decided to accept the invitation extended by your representative in the Apple review response.

I wish to highlight three key issues:

1. Lack of Clear Communication at Point of Sale

When I purchased my vehicle from West London VW in February 2022, the sales assistant failed to inform me that the app’s functionality would be subject to a subscription model and that access would be terminated after three years.

2. App Functionality and Ethical Concerns

The app provides basic functionality that is essential for day-to-day vehicle use. Many of its features—such as integration with home energy providers like Octopus to schedule off-peak charging should not be locked behind a paywall. This is particularly concerning as it directly impacts energy efficiency and cost savings for users.

3. Safety Concerns

The inability to manually adjust the vehicle’s charging current presents a serious safety risk. Previously, users could modify this setting, but now, without that option, the car may draw excessive power from a household electrical system, potentially leading to electrical faults. Restricting such a critical safety feature is unacceptable.

Additional Concerns

No other car manufacturer imposes a subscription fee for access to an app that controls basic vehicle functions. It is unclear why Volkswagen considers a charge of £90 per year reasonable for such fundamental features.

Furthermore, I am deeply dissatisfied with the handling of my complaint. My concerns were passed between departments, with customer services merely redirecting me to the app team, who then failed to respond appropriately. This lack of accountability has only exacerbated my frustration.

I feel completely let down by Volkswagen since purchasing my vehicle, and I intend to escalate this matter to the Motor Ombudsman. However, I am giving Volkswagen one final opportunity to address my concerns—without resorting to generic, templated responses.

I look forward to your prompt and meaningful resolution to this issue.

Dear Volkswagen Customer Service,

As acknowledged in your recent response to my complaint online, I am writing to formally outline my concerns regarding the app functionality associated with my vehicle. Despite my previous attempts to seek assistance, I have received unhelpful and inadequate responses from multiple departments, all included in this email. Nevertheless, I have decided to accept the invitation extended by your representative in the Apple review response.

I wish to highlight three key issues:

1. Lack of Clear Communication at Point of Sale

When I purchased my vehicle from West London VW in February 2022, the sales assistant failed to inform me that the app’s functionality would be subject to a subscription model and that access would be terminated after three years.

2. App Functionality and Ethical Concerns

The app provides basic functionality that is essential for day-to-day vehicle use. Many of its features—such as integration with home energy providers like Octopus to schedule off-peak charging should not be locked behind a paywall. This is particularly concerning as it directly impacts energy efficiency and cost savings for users.

3. Safety Concerns

The inability to manually adjust the vehicle’s charging current presents a serious safety risk. Previously, users could modify this setting, but now, without that option, the car may draw excessive power from a household electrical system, potentially leading to electrical faults. Restricting such a critical safety feature is unacceptable.

Additional Concerns

No other car manufacturer imposes a subscription fee for access to an app that controls basic vehicle functions. It is unclear why Volkswagen considers a charge of £90 per year reasonable for such fundamental features.

Furthermore, I am deeply dissatisfied with the handling of my complaint. My concerns were passed between departments, with customer services merely redirecting me to the app team, who then failed to respond appropriately. This lack of accountability has only exacerbated my frustration.

I feel completely let down by Volkswagen since purchasing my vehicle, and I intend to escalate this matter to the Motor Ombudsman. However, I am giving Volkswagen one final opportunity to address my concerns—without resorting to generic, templated responses.

I look forward to your prompt and meaningful resolution to this issue.

Another hopeless company entering the charging infrastructure space.

Overcharged me a fast charge rate when only receiving slow charging speeds. No compensation was offered.

Contacted them 3 days before my policy started as I found a cheaper price and they responded over 3 days later and refused to honour the fact I requested the cancellation in good time so as not to incur cancelation fees. They said they would take 2 months away and apply a £56 cancellation fee. I will not be renewing with them regardless of the renewal price this year.

This review relates to Citygate as a company but specifically relates to the actions of VW West London.

I reported three clerical errors that led to many months of investigation, one of which caused financial loss and significant stress. The error involved the submission of a V62 document with all my personal details, without my consent and without attempting to contact me beforehand, despite an enforcer's request for my written consent. A Subject Access Request (SAR) revealed an internal email that showed the organization's negligence in handling my data.

Initially, the organization denied any wrongdoing, but after months of investigation and the SAR, I discovered their clerical error. The organization later provided an explanation that seemed fabricated, claiming an internal process had caused the mistake, yet this process was never mentioned when I first raised the issue. This revealed a clear attempt to retroactively justify their actions.

Despite the claim that their actions were legally correct, the lack of communication with me was a clear breach of both legal and ethical obligations. The organization’s failure to inform me beforehand, a simple and required process, highlights their disregard for data protection laws and customer care.

The financial penalties I faced due to this error were unjust, and the organization’s actions denied me the opportunity to appeal. The ICO confirmed that the organization had violated data protection laws. While they offered to pay part of the fines, they refused to take liability for their actions.

Now I have clarity from the ICO I have now taken this up with the Motor Ombudsman before I take direct legal action to make them accountable for their actions.

Never thought I'd use it but once I did it proved to be the best way to get rid of a lot of unwanted clothes while getting a little back in the bank, and it all adds up.

So far the service has been faultless so far, but that could be thankfully not running into any issues or difficult people. I've not had to test there customer service too much.

The app UI could do with a refresh it feels very 90's gumtree.

A life saver, giving you a broad opinion of companies, better informing any decision to join, purchase or involve yourself in anyway.

It avoids the inevitable disappointment or prepares your expectations.

I hope more power is given to them to create more integrated channels for customer service representatives and customers in the future to make companies more accountable.

I have now received all the documents relating to an ICO, SAR request for all information regarding myself and my vehicle that I purchase back in March 2022 from the West London VW garage.

From that information I have now found evidence that the branch have fraudulently submitted documents and signed them on my behalf. They have also sent me personal details of an entirely different customer with my signature on it. I have the customers full home details, car details and some financial details.

When investigating this over the past few months, and contacting them for information, they have been completely dismissive and now with this evidence its clear they had the information available to explain everything that I had asked them to investigate.

Now I have the evidence I would like to escalate this to the head office as this is something that will take legal precedence. I would like to first attempt to discuss this internally before taking these actions. Can you please send me a contact that would be most suitable for dealing with any legal cases.

Helpful when selling the motorbike but terrible aftercare and rude customer service when discussing why you have to become a riding advertisement for them once you've bought your bike with their branded REG plates. This should be expressed before purchasing the bike as a choice.

Stunning store designs across all locations. Slightly lacking on food choice and service can be quite cold. Prices are also very high, but tolerable when able to enjoy a cosy place to unwind if it's not too busy at any of their thoughtfully chosen locations. Generally not the best customer service.

Really nice calm atmosphere. I have only been for treatments rather than the classes, but have found the experience to be really relaxing. I did however attend 1 free yoga class which was overcrowded and not really something I felt I wanted to repeat.

I am however most disappointed that Triyoga don't have a gym area that matches their open airy feel and natural wooden aesthetic. I think it would make a much more peaceful environment to go to the gym. Rather than going to most gyms in my area that feel more like nightclubs and a place to show off.