If I could give no star I would. Everything was great until after we bought the van. Sales process with Joe was great, he answered all our questions honestly and we didn't feel pressured at any point.

However, 2 months later we noticed a leak by the back lights coming into the well between there and the wheel arch.

This is a van that is less than a year old (registered May '23) and only has 2K miles on the clock.

We only noticed this because we are going to convert the van and took the original plywood off.

This is when it started to go downhill. They were very slow to get back to us about the problem, didn't reply to our email for a week so we had to ring them again.

We finally managed to book into the garage - in 3 weeks time?! This was annoying because they had taken so long to reply to us that by the time the van went in it for repair,it was over a month since we first reported the issue.

I was reading online a bit and saw that 2-3 weeks to wait for a large dealership is kind of normal (apparently?!) So in the end was annoying but didn't see it as too worrying.

It went in on 11th march and the turn around was very quick! We got a call back the next morning to say it was ready to pick up! You know that feeling when you think something is too good to be true....

They couldn't seem to tell us exactly what the issue or fix was - Tom was pretty vague - saying it a vent that was replaced but not being able to give us more details. Not sure how he didn't have this info as there should be a job card for the garage. Unless they never bothered to write the notes or Tom couldn't be bothered to look it up.

We took the van home and a few days later after some heavy rain decided to check the area where we found the leak again - just in case. There was still water coming in! This time on the opposite side. They hadn't fixed the water leak properly.

When told them and they told us that there wasn't an appointment available until 3 weeks time! Even though this was an issue they didn't fix the first time around.

We really had to push them to take another look at the van. We left it with them on the 2nd April again for a week but we didn't hear anything at all and had to ring them on Friday to check. Tom said he had been meaning to ring us (but clearly had not been that bothered to) to say that unfortunately did not have any time to look at the van that week?!

We had told them we needed the van that weekend, so had no choice but to pick it up
We said we would drop it off on the Monday again but were told by Tom he couldn't make any promises that it would be seen then. So we were meant to leave our only vehicle at the garage indefinitely, in the hope that they had a spare 10 minutes to do a water test?

They did not make any attempt to look into a courtesy vehicle for us either.

We were so frustrated that when we took the van home we did our own water test, drying the area , spraying a hose pipe for 3 mins, working from the bottom up and then wiping the area again with tissue - it came back soaking.

This took us 5 mins. And they could not find this time in an entire week to quickly check this?

We took the van back (again) the following week and showed them were we thought the issue was. But again, we were told they couldn't promise to look at the, despite us literally showing them.

They also tried to blame the issue on us, rather than accept they a. hadn't fixed it the first time and b. sold us a van that had an issue.

They said to us:
- It is probably condensation. - doesn't make sense because of science. Condensation only works when the inside of the van is warmer than the outside temp e.g. it needs something like a human inside it. We were only in the van whilst converting, and then we had 1 or both doors open because we were working with glue e.t.c. We also never saw water droplets on the walls near the leak
- "you only saw the leak because you took the ply paneling off" - sorry but what kind of response is that?! Are you purposely trying to cover up issues?
- they also tried to say it was because we put windows into the van. It is true we did, but these were at the front, nowhere near the leak and the windows were water tested twice. The guy who did it was even a recommendation from the sales guy!

It is disgusting how they tried to put the blame onto the customer rather than deal with the issue. Especially since they then confirmed (after another 3 days of having the van) that it was indeed a leak from the rear. So nothing to do with any of what they said.

We have raised it with VW UK and also the Motor Ombudsman and will report them to trading standards too.
We are seeking a partial refund as per our rights.

Sharing here so no one else has to experience this, or if you do, you know what you can do.

Avoid them for repairs but probably wouldn't trust them to sell you a van either. If something goes wrong they don't care.

Really friendly staff and great selection of vans.
Jake was incredibly helpful from start to finish of our van purchase and even came in on his day off to ensure things were sorted.

(Swansea VW )Very helpful until the money was in there bank after that they didn’t want to know , I would not recommend do yourself a favour and go to another Vw dealership.

The salesman was really helpful and couldn’t do enough for me it made a big difference

Our experience with Swansea Van Centre is mixed. It all started well when we enquired and viewed the van. The salesman Jake was great to deal with, I'd happily deal with him again, only I won't be able to, as the problem starts with the after sales and decisions made by the sales manager who made me an offer regarding my issue knowing full well it was never going to be excepted, I emailed twice after and been ignored both times and that was his effort of looking after a customer, I wouldn't deal with Sinclair anymore in any fashion. Reading alot of reviews, aftersale seems to be an issue with this company. We've got your money, now we're not interested.

Once again a happy experience ,thanks Tom Young for your exceptional service as always.

Picking up a new car is always exciting but the VW team at Sinclair, Swansea made it a truly special event I will never forget.

From the welcome hot chocolate and Welsh cakes to the business transaction then right through to the unveiling of the car, everything was organised to make the experience special.

The team couldn’t have been more helpful and I had a follow-up call today to check all is well.

I love my new ID3 and the handover certainly contributed to my excitement and enjoyment.

Diolch yn fawr Ahmed and Darren, who have always been at the end of the phone line when needed 👏👏👏