Please find attached a formal, substantive complaint to Caetano Retail with regard to events at its Aveiro work-shop on Monday, 24 November 2025.
This complaint was also sent to Volkswagen Portugal, and a copy of its dismissive response yesterday, 27 November 2025, is also attached.
The complaint was also sent directly to Volkswagen Germany and a response is awaited.
My wife and I would welcome your assistance, not least in quickly arranging for the car to be properly attended to at another, agreed Volkswagen dealership / workshop close to our current address in the Algarve.
We cannot understand or accept that we had to drive from the Algarve to Aveiro, rather than be directed to the dealership / workshop in Faro and then to have abandoned previous commitments to supply a replacement car for the days needed to again assess the problems with the car and complete their rectification.
Providing a replacement car is considered part of the responsibility of Volkswagen / Caetano Retail to ensure that we would suffer no insignificant inconvenience and, in this instance, was promised on many occasions.
We are satisfied that our rights under the EU Directive 2019/771 [ Sale of Goods and Guarantees ]
and under Portuguese Consumer Law have not been respected or satisfied.
In summary, we want and legally demand that Volkswagen Portugal is forced to assess and repair the car locally to our current address in the Algarve
We also want confirmation from or through Volkswagen Portugal that the car is assessed and repaired within a reasonable timeframe.
We also legally demand that if the assessment and repair are to take more than a few hours, we are provided free of charge with a replacement car so that we suffer no significant inconvenience.
We look forward to your early response and help with our immediate focus on ensuring that our car is fit for its purpose.
Dealing with the appalling customer service on the part of Caetano Retail and Volkswagen Portugal and the matter of recompense for our wasted time and money can continue to a satisfactory resolution.
