Motus Commercials Stoke - Volkswagen Van Centre

Ordered a VW T 6.1 from Matt Walker, October 2020. Excellent service from day 1. Notified on a regular basis on progress of the van right up to delivery date March 2021. Matt’s very helpful & does everything he can possible do to make your purchase a very enjoyable experience.Thanks Matt, it was a pleasure doing business with you & we absolutely love the van

Virtually impossible to get anyone to answer the phone in their service team, parts and sales have both sent emails, 15 calls and an email, not a single person has ever answered

Excellent service from Richard in used sales. Just had our second VW transporter shuttle this week and have to say the differnece here is ensuring you are happy with all the points along the way. Everything explained. Highly recommended.

Matt was helpful from the start, knowledgeable and always ready to help.We made several changes to the spec which Matt took on board every time.The service is excellent and the Van was delivered on the date forecast.I can’t fault Motus at all and we love our Van.Thank you Motus VW and Matt Walker.

Took my T6 to Motus Commercials Stoke, as a result of the dreaded EGR fault and also Adblue fault....Chris was very helpful and after discussing the issue with the technician the EGR underwent a full flush. The Adblue was also reset and was given a software update. I found the staff very accomodating and had an endless supply of coffee while I waited. Time will tell if the faults reoccur, but overall I am very happy with their service.

One of the worst garages I’ve ever dealt with. From start to finish the whole experience was terrible. Called up and booked a job and left my van with them. many days later after hearing nothing I called them to see what was happening. They said they’d been trying to call me and my van was done. I’d had no calls from them. Went to collect my van, on arriving they told me that the job couldn’t be done and they don’t know why I booked it in as they didn’t offer that service. I said that I’d booked over the phone so why did it somebody tell me that. They blamed covid and said temporary staff must have booked me in. I asked if they’d completed the other jobs I asked to be done. They had not done these either. When I queried why they said they could reschedule me in. At this point I just wanted to get my van back and get out. Upon driving away literally 100 metres I had a warning light come on my dash. I called them up and they said that I would have to re book in again and the earliest they could get me in was another 3 weeks away. Finally when that appointment came I left my van with them and again many days later I had to call them and ask if the issue had been resolved. Was told they had been trying to call me…to top it all off they charged me for a problem they had caused and my original issues still stands. And all the staff could not care less and had a terrible attitude. Serves me right for trying to use a local firm

Customer service was good when we were buying our vehicle but the vehicle came with a missing locking wheel nut although noted on the collection day and assurances this would be rectified, 10 weeks later and numerous calls, I am afraid I have changed my first 5 star rating down to 1 Star as the after sales care is very poor.If you can ever get through to the sales team, they promised to sort this and call you back, but they never do!Shame really as they now say they have a new telephone system in place. Seems not to let them answer the phones.We had high hopes that we had found a great vehicle company and was recommending them to others, but over the past 10 weeks our expectations have reduced considerably and we are less likely to do that.

My Caddy van had to go into the local VW dealership in Stoke on Trent - after the breakdown service was called out - and the technician stated with the coolant warning light - the van was not driveable and needed to be taken to the nearest dealership. In the breakdown report it is clear he suspected a leak in the coolant hose. The VW van centre in Stoke initially refused to accept the vehicle stating that they were too busy and they did not accept breakdowns. After much going backwards and forwards with the garage and the VW assistance input - they reluctantly took the van last Thursday (9th). However, I emphasise that the conversation tone on the phone was verging on being rude and was certainly argumentative - something I think is astonishing given that they are a VW centre and so should always be open to taking VW vans - my van has full warranty cover and breakdown policy.Under my policy I am due a replacement/ mobex vehicle and this was confirmed by the VW breakdown technician and the original VW garage where I bought the van - I actually contacted them again and they confirmed this is definitely the case. However the Stoke centre stated they had no vehicles available and they would not be able to even complete the diagnostics for 3-4 weeks! They were adamant that it was not there responsibility to provide a courtesy vehicle and so to put it simply their response was that, if you can’t get to work for the next month well what do you want me to do about it can’t you see I’m busy.Under the VW Commercial Vans 6 Point Service Promise. Point 4 states that “If your vehicle breaks down and is recovered to our van centre, we will perform an initial diagnosis within one working day. If you are booking your vehicle in for the diagnosis of a fault we will guarantee you an appointment within three working days without a courtesy vehicle, and five working days with a courtesy vehicle.”I was obviously very disappointed in the service and the response I had received which was not in line with my policy or the VW service promises - so I contacted VW and Motus customer services informing them that my policy was not being honoured and that I was unable to fulfil my work or travel anywhere for that matter - I was due a replacement vehicle.The case was escalated and I received a call on Tuesday 14th saying that my van would be fixed on the next day and would be ready to pick up so I could make my way to the garage and if this changed they would phone me. As such I made plans to contact my customers to inform them that I would be able to carry out work on the Thursday. I made my way to the garage on Wednesday however I was stuck in traffic so I thought I would phone them just to make sure it was ready - however only 10 minutes away they said the mechanic had snapped the parts including the hose fittings and so it had not been done - they had made no effort to tell me this before and so I was left having to let down my own customers and also wasting my journey and afternoon. I found it most strange that I was told the mechanic was in a regular habit of breaking parts!Apparently the coolant hose I needed fixing was excluded from the warranty cover and the cost of the work would be over £500. However I was informed on the Thursday that as I had received a poor service they would not charge for labour and so the cost of the parts was £132. I think this shows how much they are pricing their labour cost something I think is out of touch with the work being undertaken which was simply a hose replacement.On the Thursday after paying I left the garage - Only 15 minutes down the road at the motorway roundabout the coolant warning came on again! I had to drive back to the garage with the thermometer well beyond the normal range up the busy dual carriageway at 40mph. I returned to the garage and it turned out they had failed to bleed the pipe!Based on my experience I would not use this garage again and will be using an independent garage which prioritise customer service and take pride in their work!

I have never experienced such professional, informative , caring individuals from mechanic to manager, than today at my visit to VW Motus. Thank you all so much.Excellent customer service.

3rd time (of many) I have taken the vehicle to have a re-curing fault looked at (the AdBlue system says 5500 miles left then says 650 miles until the vehicle will stop if not refilled) and it’s 3rd time I have been told the vehicle isn’t booked in. (Even though it was verbally booked in - on the phone)Never have I dealt with such an unprofessional company. Every time we speak to someone have to explain the whole situation again.Every-time we arrive the booking has been made incorrectly. Or the right technician is not available.Last time vehicle dropped on on a Tuesday evening to be looked at Wednesday. On arrival to collect in Thursday as arranged, it was obvious the vehicle hadn’t even moved. (It hadn’t, no apology just an expectation I would wait until about the afternoon sometime, sorry but I can’t let my customers down)Let me know when you start selling time machines, then maybe you’d be kind enough to give me the several hours of my life back you have wasted.This doesn’t even cover the actually problem with the vehicle. But I won’t waste my time including that within the review.Review is purely to highlight that if you want to waste your time - Deal with Motus commercial VW stoke.If I could leave zero stars I would.