Serious Safety Incident and Consequential Loss Following Recent Service – Urgent Escalation

Dear Management Team,

I am writing to formally escalate a serious safety incident that occurred shortly after my vehicle was serviced at VW Claremont, as well as the significant disruption and loss that has resulted from this failure.

I collected my vehicle after a service and was given no indication that there were any outstanding mechanical or safety concerns. However, yesterday while driving at approximately 120 km/h on the freeway, I suddenly lost the ability to change gears. This created an extremely dangerous situation in live traffic. I had to slow the vehicle down using my brakes and manoeuvre to the side of the road to avoid what could very easily have been a fatal accident.

To be unequivocally clear: this was a life-threatening incident.

In addition to this, the air-conditioning system failed shortly after the service, which further raises concerns about the quality and scope of the inspection carried out.

When I contacted the dealership, I was informed that these issues were not checked because I did not “specifically instruct” the service team to do so. I find this explanation deeply concerning and unacceptable.

As a customer, I am not a mechanic. The entire purpose of booking a vehicle in for a service at an authorised VW dealership is to rely on professional expertise, diagnostics, and safety assessments. Expecting a customer to identify or request checks for potentially critical drivetrain or gearbox-related failures fundamentally undermines the purpose of a professional service.

At no point was I advised of any potential risks, faults, or concerns. I was sent away with the understanding that my vehicle was roadworthy and safe. It was not.

Beyond the immediate safety risk, this failure has completely disrupted my personal plans and holiday period. I am now without a vehicle, unable to travel to visit my family. I am effectively stranded during what was meant to be my holiday, as a direct result of a vehicle that should never have been cleared after service.

This inconvenience, distress, and loss of mobility sit squarely with VW Claremont.

This is not a minor complaint. It is a serious safety and service failure with real-world consequences. I expect this matter to be treated with the urgency and seriousness it warrants.