Norris Motor Group Volkswagen

I purchased an i30 from northside of brisbane. from my first phone call to collection of car, I had excellent service, staff upfront and honest, quick to return calls and help. I left a deposit to keep car from being sold. I drove 45 mins to get this car. local dealers to me no where near as helpful. I have nothing to do with Norris motor group but when you read some low reviews below it seems to be due to the customers fault, as a business owner myself. please rate a business fairly, if you don't leave a deposit why would it be held for you. try ordering freight from down south, what used to take days does take weeks to get now and you are not the only customer they are serving. calling everyday to chase a part up wont make it arrive quicker.
lets keep family businesses going like this, trust me when you only have big players in the market prices go up. just look at fuel prices.

!STAY AWAY! Sold us a defective secondhand car, when it broke down in statutory period, they pached it up to last past statutory warranty period. Now that its broken i need to repair it for the price of a new one almost. The service department is just as bad with a culture of bad service. A manager or somebody in charge never spoke to us...every time I went there, they were out or in a meeting. I would go anywhere but to Norris next time. If the "owner" reply to give them a call it would just be a smoke screen. They dont care. I also have documents and recordings to prove all I have said. More info at [email protected]. I you need more info email me. I do not even think they deserved the one star. !STAY AWAY

Service ..what Service from Norris Volkswagen?
Try calling and the message says they will get back to you "promptly" ....but no return call.
Their facebook page says "offering the highest quality of Customer Service" but after three days I have no updates or estimates completion for my vehicle. I tried phone, email and facebook message but NO REPLY.
I will be looking for another VW Service Centre when I finally get my car back. Complaints lodged with Volkswagen Care Line.
Love the car - hate the Norris lack of service ..

A few weeks ago, my brother and I headed out to Norris VW as I was wanting to view, to test drive and, if all the boxes got ticked, to purchase a T-Roc. And thus began an excellent example of how NOT to treat your customers.

When we arrived, I told the salesman what I was wanting to buy (model, colour,etc) and about trading my car. We discussed the different models, availability and what he thought my car was worth. As it was a rainy day, my brother and I suggested we would back another day to test drive the car.

There were a only few concerns that day, mostly around lack of car knowledge and customer service, but this was only the beginning of my bad experience at this dealership.

I called a week later to arrange a test drive and locked in 3pm on the Saturday. Upon arrival, and I will say we were 14 minutes late, we saw the vehicle we had requested to test drive being driven out of the dealership. As we approached the office we were met by two sales people and was asked if they could help. I told them we had booked a test drive and asked how long the car would be out for. This question was somehow amusing to the sales people who turned to each other and grinned and told me the car would be back Monday. Quite taken aback I said sorry Monday? and was told the car had been lent out for the weekend to a couple who had purchased a new car.

The salesman we had originally spoken to was busy with other customers so we asked that Will be told we were there and then left assuming he would call to apologise and make another appointment. No call came.

I had driven from the other side of the city, they had my contact number, loaning the car would not have been a spontaneous decision, yet none of this mattered nor was considered from a customer service point of view.

I called on Monday to speak to Will who told me he was not informed we were there and he did not know the car was to be loaned out. If this was true, rather than it be an excuse, it simply added to our concerns about the professionalism of this dealership and the poor customer service we had already experienced.

Foolish it may seem, I agreed to Will putting together a changeover figure for the car I wanted to purchase with trading in my car. After being told a figure for my car at our first meeting, I was offered $1000 less with the usual “it’s not me, it’s the wholesaler”. So why tell me a price in the first place.

Again an example of the fact they have no idea what it takes to provide quality customer service. With other VW dealerships in Brisbane offering the same car, the points of difference between them is customer service and price. Norris VW failed customer service and then failed price.

My story does have a happy ending but it is thanks to another VW dealership. I finalised the purchase of a new T-Roc today, got a better trade price and have received outstanding customer service. So don’t waste your time going to Norris VW and go see Mt Gravatt VW. I highly recommend them.

Poor Service - Dropped off my car for 10k service and was quoted $190. When I returned to pick it up the price was $280 with no reason given, they then told me that the mechanic had taken my keys home with him and I would have to collect my car car the following day. While they gave me a hire car, living outside of Brisbane I had overnight clothes and food in the car. The Service Manager was very rude and said that he couldn't break into the car and that "he was over it" No compensation was offered for my expenses.

Great staff - they were very helpful & understood what i wanted in a new vehicle - would 100% recommend them to a friend or family member

I purchased a Demo Amarok Ultimate from the Norris Motor Group at Kedron. I had a trade in of a Q7 (2010) that was still in new condition and only 76k on the clock. The valuation was so bad I wanted a good deal on the Amarok as it was nearly a year old from manufacturing. The deal seemed ok. When I collected the car it wasn’t presented in a new condition. I was told that when the canopy i ordered, the cameras will be fitted, the car will get a full detail which will be in 2 weeks. I accepted that. After driving out I found the next day that I didn’t have a spare wheel. Actually the dealer didn’t know why either. Anyway a week later I was called about my trade in. It wasn’t as per I explained. Apparently I lied about some part of it. Well, they went over it and have me a lowball price and I agreed. Why is it now my problem. Anyway my wheel I needed which should have been supplied when I bought the car was now in jeopardy as the sales manager wanted me to pay for the work on the trade in before I received my wheel. Actually I wonder how I am going to go as I still have outstanding nearly $6k worth of extras to fit to the car. Also I have just spent over 4 hours clay baring and polishing the car as it should have been when anyone purchases a new car.
Oh and also I got a flat tyre today. With out a spare wheel. Would I recommend this dealer. It isn’t the dealer it is the staff. Watch this space for the balance of work to be completed.

Part 2 for VX Amarok Ultimate.

I eventually got a call advising my wheel was in but I have to pay for my own tyre. What a ridiculous outcome. I ended up having a disagreement with the dealer principle. Wow, she is the rudest person I have ever met as the issue was my fault.
After giving my car in for the balance of the extras to be fitted, I had to lose the car for 4 days only to collect it without everything being completed. Once again I had to lose the car again the following week to complete all of the extras. Still after this my cameras still wouldn't work.
Basically would I recommend this dealer. NO I wouldn't. STAY CLEAR. Infact, I would recommend another dealer. The car is a great car though besides this.

I wouldn’t even rate the VW Kedron dealership 1 star John the salesman on the front desk is completely dishonest and untrustworthy I went in a week earlier to have my transmission oil changed as my gears were slippping he replied yes this can happen to these cars in this country as the oil runs thin I told him I had a previous mechanic look at it when I was getting it serviced and the oil was a brown ish colour so I booked my car in when I collect it they said that one of my bottles of oil broke in transit and the car wouldn’t be ready on time then 5 minutes later said the car is ready, so I’m unsure if they even put all the required oil into the transmission
the next day when I was driving to work my gears started slipping again so I called the dealership to let them know where I was replied with I only asked for an oil change and no diagnostic??? I said No I explained the issue of gears slipping before booking where again I was replied with that John said I never mentioned it!!
I called into the dealership to speak to John who blatantly lied to my face denying I ever had that conversation with him he is now saying it could have been another issue and never mentioned this to me during my first visit or on my booking
I’m curious to how they tested it and didn’t come across the gears slipping
I purposely chose to go to the VW dealership to have my car fix as my car is a VW and got nothing but a dishonest service $510 out of pocket for an oil change and left with my car being no better for it they have a ZERO rating from me.

Approximate cost: $510

Phoned as a repeat customer today for another vehicle purchase I requested the sales manager and got a salesperson who said he didn't have any of my prior purchase in the database. Upon speaking with this salesperson I told him I was ready to do a deal over the phone and pay a deposit with credit card and asked for best price on the vehicle. His response the price is the price no movement. I explained if we can't come to agreement or negotiation on price then I won't proceed with the offer and deposit of which he replied and I quote "thank you for wasting my time" and hung up the phone. I will never purchase another vehicle nor recommend from this group if they have salespeople representing the company in such poor fashion. Blake Haddleton Prime Property Estate Agents

The salesman was keen to answer any question about the car I purchased but lost any interest in talking to me after payment had been received. I wasn't emailed my sales receipt or safety certificates as promised. After numerous calls following up on my documents I was sent a text with a photo of a safety certificate for a different car (possibly hoping I wouldn't notice the engine number was different). I eventually received my sales receipt that was processed two weeks after I made payment and stated the sales was completed earlier than it was (sales targets!!!).
The salesman was specifically asked and answered no accident and only some minor scratches and bumps but when I received delivery there was significant damage and it had been poorly repaired. He was notified immediately of accident damage and basically told me, in a very aggressive and condescending tone, that I didn't know what I was talking about and he wanted to talk to a mechanic. I called the dealer principal the next day as I was offended, upset and shaken by my experience the previous day. She didn't return my call.
I was quite distraught and had my partner call her and asked what type of report would they like. She said she didn't care as it didn't matter. We got an inspection from NRMA and sent the report to NMG. They've dismissed it basically saying too bad.
I thought I was doing the right thing going to a VW dealer to buy a VW car. I thought they'd behave and act in a professional and honest manner. I expect a sales person may want to 'make a sale' but not act unethically and dishonestly.

I purchased a VW Golf from the Norris Motor Group at Kedron in 2011 which during the warranty period had a mechanical issue. The problem was apparently ‘fixed’, but it reoccurred. I felt comfort that the Norris Motor Group advertised on their website that there is a "100% guarantee" on all repairs - with absolutely no catches disclosed.

But of course, when you need to call on the “100% guarantee”, the catches start flowing. They forget to tell you in their glossy website advertising that they will charge a fee of $160 per hour to assess whether or not they would honour their “100% guarantee” and that any repairs over 2 years old are in fact not guaranteed at all.

That makes this customer “100% unsatisfied” with the clearly misleading and deceptive conduct of the Norris Motor Group.

My suggestion is - don't trust the Norris Motor Group - even when they put their "100% guarantee" in writing!

We purchased a new vehicle from this dealership. At the time, we had just moved interstate. There was a promotion running for free deal delivery, CTP etc however we were not informed before signing the contract. When we found out the next day, the salesperson said he did not know about the promotion as he had been away. After calls to head office, we only managed to save an extra few hundred dollars as we'd already signed a contract. We later found out the salesperson was not away and knew about the promotion yet head office nor the dealership was prepared to apologise or compensate. This dealership is more interested in the bottom dollar as opposed to customer service and the dishonesty we experienced was appalling.

We went to look at a possible ex-demonstrator VW or even a new one. We were greeted by a salesman who was reasonable in his approach but simply wanted us to test drive a car before talking prices. After the test drive of a ex-demonstrator he then decided to talk about prices and what he could do as he wanted to shift the vehicle out of the lot. Once it was apparent the price was too high we started to enquire about a new car but without all the options.

We eventually settled on a car which was available now (though they required 3 days to get it ready??) and then the whole paperwork saga began. The salesman couldn't use the ordering system and had to receive help at every step - this made the whole experience painful and long winded.

But to top it all off we found out the day after signing the contract that VW had a special offer on with free stamp duty, dealer delivery, CTP and rego which was never offered to us!! When confronted by this the next morning we were told by the salesman that he had just returned from holidays and he didn't know it was a current offer. After many phone calls backwards and forwards they finally agreed to reduce the price by a little as they had already offered a "substantial" discount on the new car.

The new car purchase experience overall was very average and not what you'd expect from a European car maker like VW.

We've since had the car in for it's 1000km check - they were advised at the time of booking we would be waiting for the check and we actually bought it in early in order to be one of the first. It took an hour before they even looked at the car and another hour to look over it. All for a 1000km check where nothing is changed or replaced.

Overall the experience was disappointing though we're very happy with the car itself. We'd probably recommend any potential new VW car purchasers go look at the other VW dealers in Brisbane first and ask some questions of them. The car itself is great and can't be faulted.