From: Iain FrielSent: 21 July 2026 08:39To: Vehicle ComplaintsCc: acvmbookings@arnoldclark.com; Thomas.McKee@arnoldclark.comSubject: FW: REPAIR GUARANTEE XC60 - SM25 HXYExternal Sender: Confirm legitimacy before acting.Hi,The email below to Lookers (Lewis Collins) for a warranty repair was returned as undeliverable. Please advise.RegardsIain FrielManaging Director West0141-302-1288ifriel@speirsgumley.comwww.speirsgumley.comOffice Opening HoursMon to Thurs 9:00 – 17:00Friday 9:00 – 16:00If you require an emergency contractor out with office hours please click hereSpeirs Gumley Property Management Ltd is regulated by FCA and is authorised to transact non-investment insurance business. Our FRN number from 14 June 2021 is 937277This email (which includes any attachments) is intended solely for the addressee(s) and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this email or in any attachment.Please be aware that emails sent to or received from Speirs Gumley’s staff may be monitored to ensure compliance with company policies, procedures or regulatory obligations; to prevent or deter crime; or for the purposes of essential maintenance.You should carry out your own virus checks on this email and any attachments. We cannot accept liability for any loss or damage caused by software viruses.From: Iain FrielSent: 21 July 2026 08:29To: LewisCollins@lookers.co.ukSubject: FW: REPAIR GUARANTEE XC60 - SM25 HXYHi Lewis,I have just sent this via the Audi Lookers online page.“ I have emailed Lewis Collins at Lookers regarding a warranty issue on a body repair that I received in September last year - but I have not had a reply - I noticed a while back that the window seals to the passenger front and rear window seals were warping/ rising a little - this has got dramatically worse in the heat - these are the only two that do this - the drive and rear side don't) - these seals were removed for body spray purposes during the repair and have been bent during removal which is causing the issue. Please contact me to arrange for this to be repaired.”RegardsIain FrielManaging Director West0141-302-1288ifriel@speirsgumley.comwww.speirsgumley.comOffice Opening HoursMon to Thurs 9:00 – 17:00Friday 9:00 – 16:00If you require an emergency contractor out with office hours please click hereSpeirs Gumley Property Management Ltd is regulated by FCA and is authorised to transact non-investment insurance business. Our FRN number from 14 June 2021 is 937277This email (which includes any attachments) is intended solely for the addressee(s) and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this email or in any attachment.Please be aware that emails sent to or received from Speirs Gumley’s staff may be monitored to ensure compliance with company policies, procedures or regulatory obligations; to prevent or deter crime; or for the purposes of essential maintenance.You should carry out your own virus checks on this email and any attachments. We cannot accept liability for any loss or damage caused by software viruses.From: Iain FrielSent: 10 July 2026 21:24To: Lewis CollinsCc: Iain FrielSubject: Re: REPAIR GUARANTEE XC60 - SM25 HXYHi LewisThe warm weather over the past month has started to spring my window seals on my car - this is only happening on the side that was repaired - I believe the natural shape of the seals has been compromised when it was taken off - I suspect it was pulled up and off creating some sort of bend in it.Can you please look at this and repair it under warranty.I look forward to hearing from you.RegardsIain FrielManaging Director West0141-302-1288ifriel@speirsgumley.comwww.speirsgumley.comOffice Opening HoursMon to Thurs 9:00 – 17:00Friday 9:00 – 16:00If you require an emergency contractor out with office hours please click hereSpeirs Gumley Property Management Ltd is regulated by FCA and is authorised to transact non-investment insurance business. Our FRN number from 14 June 2021 is 937277This email (which includes any attachments) is intended solely for the addressee(s) and may contain confidential information. If you have received this message in error, please send it back to us, and immediately and permanently delete it. Do not use, copy or disclose the information contained in this email or in any attachment.Please be aware that emails sent to or received from Speirs Gumley’s staff may be monitored to ensure compliance with company policies, procedures or regulatory obligations; to prevent or deter crime; or for the purposes of essential maintenance.You should carry out your own virus checks on this email and any attachments. We cannot accept liability for any loss or damage caused by software viruses.________________________________________From: Lewis CollinsSent: Friday, 05 September 2025 15:03:57To: Iain FrielSubject: REPAIR GUARANTEEGood AfternoonThank you for trusting us with your Volvo.We are pleased to inform you that your vehicle has been repaired to the highest standards, using Volvo Genuine Parts and Volvo repair methods and techniques. We are delighted to attach your official Volvo Repair Certificate to this email.This certificate provides a 5-year guarantee, offering you peace of mind by ensuring your car's integrity, safety, and quality are fully protected. It also certifies that your Volvo has been repaired by Volvo-trained technicians to maintain its original standards.Our care for you and your vehicle doesn't stop here. As a valued Volvo owner, you can also enjoy a range of benefits and products, including access to:Volvo Cars AppAccess Volvo Accident Assistance and explore Volvo Car Insurance directly through the Volvo Cars app here.Volvo Car Insurance - Cover That Stands OutDiscover an insurance product designed with you in mind, a flexible monthly subscription model with no hidden fees. Keep your Volvo, a Volvo, and enjoy peace of mind knowing your valued asset is protected.Get a quote and learn more hereVolvo Accident AssistanceReceive complimentary support in the event of future accidents - no matter who your insurer is. We'll handle everything to get you back on the road with confidence.Get in touch:* Call 0800 400 430* Reach us through the Volvo Cars app* Visit our website hereWishing you all the best with your future motoring.Kind regards,Lewis CollinsBodyshop AdministratorGlasgow Accident Repair CentreUnit 1 Sentinel Court, Hillington | Glasgow | G52 4UAT: 0141 565 6380lookers.co.uk/paint-and-body-centresThis email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GU; VAT Registration No: GB 405 9783 29.

I realised last summer that the Glasgow South Land Rover franchise was no more and booked my car for its first MOT at Parks Land Rover Motherwell. I confirmed with them that my service plan would transfer over. I have now tried to book car for service and been told that this is not the case. I then telephoned EMac to discuss further and they have informed me that it cannot be transferred and have offered me a refund, however that refund is way short of the contributions I have made this year by direct debit.and they have charged a very large admin/mgt fee. I cannot believe that no one contacted me about this and just kept taking the money for a service that no one was going to honour.

customer called as car is being collected this morning to go to Audi Ayr to be repaired after not being fully repaired the last time it was in the boy shop for work. customer unimpressed that it was left till last night to advise him of the required documentation he will need to provide for the courtesy car insurance, also unhappy that he has been told that he will have to pay the cost for the courtesy vehicle even though the vehicle is going back in because the repairs were not completed fully.

I have been waiting for over a month for response to a vehicle repair appraisal. Lack of updates, no quote provided and now told that staff are off Ill or have left the business meaning I am unable to proceed with repairs to my vehicle. I have also contacted the centre manager but no response as yet. Constant excuses are making it extremely frustrating - I just want to get my car in for repair and having dealt with the Bodyshop in the past over many years, this is a significant decline in customer service and totally unacceptable. Nobody is taking responsibility or leading the charge. Please can this be resolved as soon as possible.

Good afternoon,I’m writing to you because I’m feeling really let down by the service I’ve received at Lookers Glasgow Audi body shop. I chose a main dealer for my body work paying a premium total of £2,520.00, specifically because I wanted the peace of mind that comes with Audi’s "exacting standards".I understand that mistakes can happen in a busy workshop, and I was patient when the car was delayed due to short staff and even when my windscreen was accidentally cracked while in your care. However, after picking the car up today, it’s clear that the quality control has completely slipped, and I’ve essentially been charged for work that hasn't been finished.There are several major issues that I would like resolved:• Unfinished Paintwork: My invoice clearly lists "Rear Bumper - Full Paint", but the original scratches are still there. It seems I’ve paid for a respray that wasn't done.• The Quarter Panel: I was charged for a Ding + Rust Spot (Includes Pull). The rust was touched up, but the dent is still there. The "pull" I paid for wasn't done.• New Blemishes: There are now fresh marks on the edges of the bonnet that weren't there before.Furthermore, my invoice was incorrectly made out to Allstar Business Solutions. I’m a private customer, and I even had to provide my own copy of the estimate just to get the price corrected to the agreed amount.Because of the delays and the windscreen issue, I had to extend my temporary insurance three times, costing me £72.00 out of my own pocket. This has been a lot of extra stress and money for a job that should have been straightforward.To make this right, I'd be grateful if you could investigate and rectify these issues.1. Finish the Bumper & 1/4 Panel: Complete the respray and the dent pull I’ve already paid for.2. The Missed Ding: Your assessors missed a prominent ding on the other side twice.3. Full Machine Polish: I’d like the whole car polished so the finish is uniform across all panels.4. Rectify the front bonnet: there two scuffs either side of the bonnet at the top which weren't there but should have been painted in the full bonnet respray.Looking forward to your response on this matter.Kind Regards,Idrees Sarwar

Since Lookers car dealer was bought over by Parks I have not enjoyed the same level of service and customer care. My car; a F Pace Jaguar was purchased from Lookers in February 2024 and there was a noise coming from the tailgate, Parks attempt at resolving this was to fit new struts, this did not help. I took my car back to them with this fault and a new one where the remote climate was setting off the alarm, Parks told me this was not fixable!!I contacted your bodyshop and got a call back from Ian Murdoch and I immediately felt I was a valued customer and he understood my frustrations and assured me it was fixable and he would arrange for the service to be put in place. This was done speedily and my car was booked in and a young man called David greeted me and we went for a test drive. He assured me he would get to the bottom of the problem and agreed that the back tailgate was out of alignment which they would correct and Parks had told me that I was out of the timeline to have this addressed !!!!My car has now been repaired, the tailgate alignment is perfect, my climatre control is working without the alarm going off and I am most impressed with the service I received.I would like to summarise that I am absolutely delighted with the care and attention and the professional and efficient way in which this issue had been handled, a great deal of appreciation to firstly Ian for his professionalism and David for his due care and attention to detail, I am a very satisfied customer and would appreciate if this could be conveyed to the staff at your bodyshop.

Dear Lookers Volkswagen Glasgow,I am writing in relation to the Volkswagen Amarok Style TDI 4Motion Auto (registration BA24 BVC ), which I purchased from you on 20 May 2025 for £44,898.80.As you were aware at the point of sale, the vehicle had a faulty rear passenger-side door sensor. You arranged for a replacement sensor to be sent to the Hawco Van Centre in Inverness. Although the part eventually arrived, the replacement did not resolve the issue. The vehicle has been returned to Hawco on several occasions, yet the fault remains outstanding. Hawco have also consulted Volkswagen Germany, but this has not resulted in a successful repair.The vehicle is now booked in with Hawco Van Centre on 21 January for a further attempt at repair. I am willing to allow this final opportunity to rectify the fault; however, I require your assurance that, should this attempt be unsuccessful, you will provide either a full refund or a suitable replacement vehicle.Under the Consumer Rights Act 2015, it is an implied term of my contract with Lookers Volkswagen Glasgow that the goods supplied must be as described, fit for purpose and of satisfactory quality.As the vehicle does not meet these requirements, and I have owned it for fewer than six years, I am within my statutory rights to request a refund or a replacement at no further cost to myself.I look forward to receiving your response within 14 days, outlining how you intend to resolve this matter.Please respond by email.Yours sincerely,David Turner

Dear Sir/Madam,I am writing to complain that Lookers Glasgow Land Rover did not transfer my EMac service plan when you passed my details to Parks Landrover. Because the EMac plan only covers Lookers, and you have no accessible kandrover dealerships near me, I’ve had to cancel the EMac plan, incurring a cancellation fee. I require you to rectify this by refunding my cancellation fee; it is unconscionable that you would retain my eMac plan without providing a service centre for landrover anywhere near me.I look forward to your response.Dr Mark Aston