Motability Scheme at Citygate Volkswagen St Albans

Amazing experience overall. Anil was very helpful, explaining all little details in full and answering every question I had promptly.
Anil kept me up to date with any information, even when there was no update.
Collected new car this week and had a video message from Anil checking how everything was. He even helped connect my phone to the car on collection too which was very much appreciated!

Extremely impressed with my experience and would recommend to everyone. All staff have been friendly and helpful. Everywhere is clean too ☺️

Great customer service, Anil has been amazing, kept me updated throughout and has been very helpful, thank you!

An awful experience from start to finish I’m sad to say, mainly due to the communication errors between the call centre and the service shop. A massive shout out to the wonderful Reece at the service shop who did very well to help calm us down on what was a horrendous experience! He handled it with class, fab communication and kindness, making me feel like someone was looking after us finally and totally sympathised with the chain of events.

Last Friday the call centre rang me to book in for a service. She asked if I needed a curtesy car for the two hours she specified it would take. I declined based on this information. I asked if they could sort out the buzzing noise that had been going on from the day of purchase, she agreed that the service team would look into this while the car was being serviced. I booked in for Monday at 10.15am.

I was told I would have a confirmation email with location address, I never received this. So I Googled Citigate VW St Albans and got the following address, 15-16, North Orbital Commercial Park, Napsbury Ln, St Albans AL1 1XB. It took us to a residential street. I tried to ring the shop but the call centre took me around the houses much like the Sat Nav. So I looked up Dunelm which took us to the right location.

Arriving a little flustered I took off my coat and sat down. A women took my name and said I wasn’t on the list, so I said perhaps she needs to take my reg number and that it is a motorbikity car. She then found it on the system not on the paper list. Here’s the transcript of what happened:

Staff - “Your service will be done today before 6pm”
Me - “The lady who booked me in said it take two hours so I declined the curtesy car”
Staff - “Well I can book you in for another day?”
My mouth is now wide open in shock, it’s taken me the best part of an hour to find the place, then I find out that I’ve not been booked in for a 2 hour slot, I was very flustered at this point and asked where the toilet was so I could calm down
Me - “I’d like to make a formal complaint if you could point me in the right direction”
Shrugging her shoulders and not being friendly or understanding whatsoever…the staff member continued:
Staff - “You can look up Citigate online to email your complaint. You wanted someone to also look into the buzzing noise”
Me - “Yes that’s right, the lady at the call centre said it can be looked in within the 2 hours”
Staff - “No it can’t, you need to book in for a diagnostic test which takes 2 days”
Leaving a long silence my mouth is now open and I looked at my mum beside me in shock. There was zero care taken by this particular staff member. I felt like we were literally inconveniencing her day. So I explained that I will rebook, but I wouldn’t buy the next car from this dealership again and that I will definitely bother to make a formal complaint. I explained that I could see that the error had been at the call centre communication end and wasn’t her fault. However, she kept repeating What would you like me to do about it.

I just sat there still in shock knowing I had to pick up my disabled child after school miles away. Not wanting to book another day as the thought of going back there filled me with dread.

We were about to leave to go home when the staff member came back and told us Reece would be looking after us from now onward. We had to then explain again to Reece what had happened. He was clearly sympathetic with the way he spoke to us, whether he was a good actor or not he made us feel completely at ease like everything would be fine. At this point we relaxed a bit more when he said he’ll have it done within two hours. I felt relieved but then I got angry because I then was made to feel grateful for a service that was arranged anyway! Like they were doing me a favour! Anyway Reece saved the day while the previous staff member raced off to chat to the garage I would imagine.

2 hours later car was done, go to drive off 5 minutes down the road to which the explanation mark and oil orange light came on the dashboard! I tried to ring the shop back but again got through to the call centre!!! They couldn’t transfer me to Reece so I had to drive back!!! Trying to park in their parking area is a nightmare so I parked outside on the road and asked Reece what happened. He said it was a step the garage didn’t take to update the software.

So poor Reece was dealing with an unhappy customer who was told the wrong info from the call centre and then got a car back that hadn’t been finalised by the garage! Poor guy did a fabulous job in calming us down and I promised I would write an excellent review for him but I explained I had to also explain my awful experience so that others do not experience the same.

Call centre was a terrible terrible idea.

Totally put me off buying my next car there!

And I’m still driving with an intermittent buzzing noise that the car is making, so that’s fun with an autistic child. The first tim

Anil was great from start to finish, his recommendations were very helpful, he is a pleasure to be around. Very kind and friendly, he’s also very patient. If I could give more than 5 stars I would. Thank you Anil.

My service appointment was booked for yesterday 21/11/2025 at 2pm and I was advised it would take 2 hours. Upon arrival, I was told the service would take 3 hours. I complained that I had promised to babysit my grandchild from 5pm and added that as a senior citizen, I was uncomfortable driving in the dark. Subsequently,I arranged for a neighbour to meet me at the showroom at 5pm so he could drive my vehicle to my home for me. I was then offered a complimentary car wash & vacuum and was promised that this would not be added to the time frame. However, at 5pm, I was advised that the service team were unable to clean my car as their equipment had broke. I found the whole experience very stressful....

Anil helped me out he’s a excellent dealer they are brilliant.

Staff staff was very good, but said that they were gonna clean the car and never

Great service, constantly updating me! Anil was very friendly and professional

I would rate them as the best experience I've had from the beginning to exchanging my car Anil was very professional courteous considerate and kind. He helped me with everything and kept me updated throughout. My hand controls are awesome and light to use. Highly recommend

Great service very efficient

Very slow service had to keep asking the workers to see the progress. I had a baby with me and he kept crying ans I was waiting around and I was there for 6 hours so bad customer sevice. The only person who kept asking if I was ok if I needed anything seeing what the status of my car was Anil. Very good guy. Very helpful. The team is lucky to have a gem like you in the branch.

Dealership is very good they will look after you but you must tell them what your needs are as they arnt psychic. I can't fault them on anything and they work above and beyond that's including the service department as well

Anil was great and kept me up to date all the way. I received updates through phone calls and videos.The car was delayed but that was out of his hands. He was very understanding and looked after us very well. Very polite, friendly and conscientious of my frail mum’s needs. He deserves more than 5 stars.. he had a very good understanding and knowledge of the vehicles that we looked at. I am very grateful for all the help and advice I received from him.

Was a great service

This was the BEST experience I’ve had with a dealership. This was all due to the personalised service I received from Anil Masand. He was very conscientious of my needs and ensured I was comfortable with my choice. He went above and beyond to ensure I got the right vehicle. I cannot thank him enough. He was definitely the reason why I chose to go with this dealership.

Excellent service really helpful, I’m very pleased

The staff are polite quick & knowledgeable thank you

Excellent customer service from Anil. Courteous, efficient and thoroughly professional. Totally familiar with Motability Scheme, making the whole process seamless.