VW Farnham - Hannah Wilson Sales Executive
We contacted Hannah Wilson @ Martins VW Farnham on 18th March, regarding a used Polo for our daughter. The car had not come in yet but she advised us that once they had the car she would send us a detailed video. On the 24th March we contacted Hannah again regarding the car only to be told that someone had reserved it the day before. At no point had she advised us to put a deposit down to secure the car. This is very bad business practice from a vw dealer and we are very disappointed that she did not advise us to do this. I have seen in other reviews that this is not the first time this has happened. We assumed that we had first refusal as we had contacted them the week before regarding the car and basically said we would have the car once we had seen the video. We have emailed the head of operations but have received no response.
Reply from Martins Group
Dear Ruth,
We’re sorry to hear about your experience and understand how frustrating this must have been for you. Our goal is always to provide clear and helpful guidance, and we regret that we didn’t meet your expectations in this instance. We appreciate your feedback and will review our processes to ensure better communication in the future. If there’s anything we can do to assist you in finding another suitable vehicle, please don’t hesitate to reach out.
Best regards,
The Martins VW Farnham Team