Motorserve Castle Hill

Warning: Do not use this company. They are the worst company I have ever dealt with.I had a car accident on 20/10/22 and dropped my car off to Motorserve the next day. I received multiple text message reminders and phone calls from Motorserve saying my vehicle would be repaired and ready for collection on 4/11/22.On 4/11/22, I arrived to pick up my car and was told the repairs had not even started and I would need to come back even though they had already had my car for two weeks. I was not given any prior warning or notice from Motorserve.I was then told multiple times that my vehicle would be ready by 5/12/22. This time, I called before attending (because I’m not silly) and AGAIN I was told my car wouldn’t be ready until 16/12/22 with no explanation. There was zero communication/contact from Motorserve, to tell me the repairs were going to take longer.On 14/02/2023, I dropped my car off at Motorserve again for additional repairs and was told it would be ready for collection in 2-3 days later. Of course, Motorserve called me 2 days later and told me that there had “been a mix up” and they sent someone’s else car to my repair location, so they would send it the following day. I was then told the cat would be ready the following week (they have had my car for a week at this point now).I called Motorserve the following week and was told the repairs had been complete but the car had not been delivered and “it was the tow company’s fault”. I then requested Motorserve speak to the tow company and find out what time it would be arriving. I was then told that Motorserve HAD NOT EVEN ORDERED THE TOW TRUCK yet to pick up the car.Motorserve always had an excuse and always tried to blame other people/companies for their poor communication and poor serve. This company has terrible customer service and it is extremely difficult to get through to them when you call. Every time I called, I waited on hold for 20+ minutes.Avoid this company at all costs.

First time dealing with Motoserve Castle Hill. Extremely impressed by the professionalism of staff, friendly and very helpful. Motor vehicle repaired promptly (just over a week) and the standard of work was excellent. Appreciated a call informing me of the progress of the work being done. Highly recommended.

Was sent here for a insurance claim , they did not assess or check the car properlyNo one in there knows how anything works. After I escalated The site manager agreed that they did not scan the vehicle when it came in first time round - escalated again and got the car fixed under insurance. However I greatly doubt the competency of staff there who deemed what the problem with the car was without actually scanning it !

Was told I needed two new tyres for pink slip to pass (but the receptionist could not tell me which tyres), was told I needed a new battery (for the ridiculous cost of $500), and that I needed to pay for a rear wiper inset $48 plus wheel alignment. As the receptionist was unable to explain exactly what I needed, I decided to pay for the pink slip without it passing and take it to the local VW dealer to check (I have a Golf). They did my pink slip and told me my rear tyres were fine could replace the wiper inset for less than half the quoted price from Motorserve but that my rear tint was damaged and should have failed the pink slip (Motorserve did not pick up) and that my rear brakes were also almost worn (Motorserve gave no indication of this). Paid $69 for pink slip and rear wiper repair at VW authorised service centre instead of the $686 Motoserve tried to charge me, with far, far better service at VW.I went back to speak to the staff at Motorserve (Castle Hill) and was treated extremely rudely by the supervisor who was not prepared to listen at all and refused to refund the $43 I paid for the pink slip (which I did not get) despite their inspection being completely inaccurate. I will never return to Moterserve ad certainly wouldn't recommend anyone else to go there

Booked in for a pink slip online, easy hand over, and only 1hr for check to be done. Free tea/coffee in the waiting area. Quick and easy assessment, will likely go back next year!

Went there for the fist time to repair the car due to the car crash damage.Staffs were super friendly and they deliver the car back ahead of the schedule however they didn't take care of one of the issues.Had to contact them again and brought the car for resolving the outstanding issue which has been taken care of without any hassle. Downside was the time & effort I put which could've been avoided in the first place. Probably, they need to enhance their quality assurance to avoid such circumstance in future. Overall, they provide reliable service.

Hi there ,I want to say thank you fro Michael Hayden the assessor for IAG .He has a great customer service skill he booked me on time met me on time he give enough time to make decisions about my car repairs I was confused I couldn’t make decision ,,he gave me more time to think about what gonna happen to my car .I rang me few times and followed the procedure till I decided what was good for me .His customer service was excellent and exceptional I admire him he is the best assistant for customers. Kind regards Gulam Shojai from NRMA insured .HI THERE ,I ADMIRE MS HALAH AL JANABI HER CUSTOMERS SERVICE SERVICE AND REPRESENTING IS EXCELLENT.SHE BOOKED MY CAR ON TIME SHE GREETED ME WHEN I CAME TO HER DESK SHE GAVE ME GOID ADVISE AND REASSURED ME THAT I WILL BE LOOKED AFTER SHE ASKED ME TO BE SEATED THEN MADE ME A COFFEE THEN DIRECTED ME TO RIGHT DEPARTMENT AND RIGHT PERSON SHE WALKED WITH ME TO THE COREECT OFFICE AND MADE SURE I BE LOOKED AFTER .HER CUSTOMER SERVICE SKILL WAS GREAT AND FULL OF SKILL LIKE A BUSINESS OR OFFICE MANAGER SHE HAS GOT GREAT CUSTOMER RELATIONS SKILLS AND CUSTOMER GREAT COMMUNICATION SKILLS I ADMIRE GER SHE IS THE BEST SO FOR IN CUSTOMER ADVISE AND FOLLOW UP

I only started using Motorserve recently as recommended by NRMA .I would like to thank Site Manager Michael and Service Manager Amber and receptionist Asma as they were professional and prompt with any of my concerns.As they performed a major work on my vehicle.I am so happy to recommend this branch.Especially after my shocking experience with Mercedes Benz atCastle Hill

First time dealing with Motoserve car services Extremely impressed by the professionalism of staff, friendly and very helpful. and the standard of service was excellent. Appreciated a call informing me of the progress of the work being done. Highly recommended.