I initially viewed the vehicle online and decided to travel to Lookers Leeds to view the car, on 25 June 2025, prior to this I had also done my own checks regarding any outstanding HP, MOT history, stolen, not an insurance write off, with an estimated value of £6,170.00.This is my first purchase of a vehicle, and I did everything within my power to ensure I had performed thorough customer due diligence before going to view the vehicle.On arrival I spoke to a Lookers employee, viewed the car, and raised the question if it would be possible to have a better deal on the car as it was valued at approx. £6,170 and was advertised for £7,976 (a difference of £1806) and I was paying for the car in full if I decided to purchase. He said yes, and to ask the salesperson.I spoke to Patrick who was very abrupt, and it seemed like he just could not be bothered. He was not very responsive when I was asking questions and quite dismissive.I raised the question with him if the price could be negotiated on. and he responded no, as it has had a full mot and service and “all faults have been fixed,” and the car was perfect and that is why he was not willing to drop the price on the car because everything has been fully tested. (he did not go into any detail of what these faults were that had been “fixed”) on hindsight I should have pressed him on this, but I already felt quite intimidated and like I was being inconvenient and asking too many questions. Even though when taking a closer look, the car boot clip was snapped.Issues I have now had to date:Two (2) weeks after purchasing the car the engine management light randomly came on; I turned my engine off and checked my oil as I thought that may have been the problem. When I turned my engine back on it disappeared, my car did not tell me it had any issues so I thought it must just have been a one off.22 July 2025Less than 30 days after purchasing the car my engine light came on again, as this is the second time this issue has recurred this was a cause for concern, and it was a lot worse as my car went into limp mode and straight back out repeatedly. As well as this in Eco mode my gears jam.As soon as I was able to (As I was at work and it was on my lunch break this happened causing me to be late back from lunch) I rang lookers in Leeds, and they told me I would have to drive back to Leeds so they can have a look, I explained, that I work so was unable to drive it over. (I live in Sheffield) Also not knowing why the EML was coming on, I did not want to make the issue worse.They said I could take my car to In Sheffield for a diagnostic and any issue would be resolved, I rang looker Sheffield on the 22nd the soonest availability was 05 August 2025 I dropped my car off the day before.When I got to Looker Sheffield, I was advised that they do not think they will be able to sort the issue as this vehicle is a ford (this was never advised in any calls I had with both Sheffield and Leeds)07 August 2025I was called by Lookers Sheffield and told that I had a problem with the “barometric sensor,” but they were unable to resolve this problem due to the make of the car, they advised me to ring Lookers Leeds so they could book it in elsewhere.I requested from Lookers Sheffield a copy of my diagnostic print out which I was told Someone would get back to me as they do not think it is possible because they did not complete the full diagnostic.I was given an invoice paper, but zero diagnostic print out I have rung for this multiple times and still have not got anywhere.When ringing lookers for I was given multiple numbers as the person on the phone was not certain on the correct number 03301590337, 0331003728, 03330091771.I spoke to Lookers Leeds again and requested that they investigate fixing this as I had not even had the car for 30 days and I was within my consumer rights 2015 to have this done with no cost to myself, or effecting my 6-month warranty, or return the car with a full refund.When I finally got through on the correct line to the correct department, I was told I shouldn’t be booking my car in at another garage, and it should be Looker’s responsibility I was apologised to on the phone and sent a link “that didn’t work”.Frustrated I rang Lookers back and told them they need to sort this out as I was not getting anywhere (I was also at work at this time)I spoke to Taz in Leeds, and they agreed they would collect my car from my place of work. They rang me to confirm they were picking my car up on 08 August 2025.08 August 2025 @ 15:00hOn the day of arranged collection, I rang Lookers Leeds @ 15:00h to be informed they were not picking up my car and I would have to wait until Monday 11 August 2025 which I previously stated to them I was on holiday from Monday 11 August 2025, for two weeks and I would not be physically able to give them the keys. Which they responded with “we will get someone to ring you back.”08 August 2025 @ 16:25h (2nd call)I rang Looker Ford Leeds and spoke to Shaks for an update on the pickup which they said, “I understand your frustration, but we never checked the status of the collection until you’ve rang so we didn’t know.”I explained that I am not angry that it was cancelled I was angry that no one has communicated with me, and I have been waiting all day for my car to be collected.09 August 2025It was agreed they would arrange to have my car collected from my home address and I would leave the key with a family member for them. Reminding them I would be on holiday 11/08/2025 – 22/08/2025.I was told they would get my car back to me when as soon as I returned from my holiday.22 August 2025 @ 14:02h I attempted to call Lookers Leeds five (5) times with no answer.When I eventually spoke to someone at Lookers Leeds, I was told I could collect it on Saturday 23 August 2025 then was called back an hour later and told I could not collect because JCP could not be approved that the payment would not be made until Tuesday 26 August 2025 due to the bank holiday.23 August 2025 16:49Had a phone call from Jake saying that it was just a car update issue and there is no fault with the car they did not mention the gear box but said they have checked everything and there no problems.And if a problem recurs, I should ring back, and they would deal with the problem which annoyed me a lot because I emailed Patryk 13 August 2025**I have attached the original email in copy**I did not get any response or phone call regarding this.26 August 2025I eventually collected the car myself after speaking to Jake as he could not give me a day when they would be able to return it to me, my car is vital for my job. I had to request help yet again from a friend to drive me to get my car, which was located at 50a Bradford Road LS29 6BX and this is 43.6mi from where I live.When I got in my car, I noticed items missing, charger, umbrella, and my pot of change, this may seem inconsequential, but that is my property, no matter the monetary value. I was unable to go back into the office as they had closed (I only just arrived in time to collect my car due to the distance, and being unable to leave work early)Driving back, I realised the car was not driving right but had no choice but to continue to return home.27 August 2025I noticed there was a gear fault as my car was going into gear without my clutch been down.As I am sure you can appreciate, this is totally unacceptable, and a terrible experience on my part. Not only has this inconvenienced me with my time but has also cost me financially. I have listed below, how this has impacted me financially, this list is not exhaustive I have only advised of the particularly expensive costs I have incurred. I was told I was unable to have a hire car due to my age and lack of driving experience.• Alternative travel for work (taxies, lifts)• Alternative travel to the airport for my holiday (I had pre booked airport parking in advance)• Fuel to and from Bradford (plus my friend’s time, wear, and tear on his vehicle)• Car insurance (not had use of the vehicle)• Road tax (not had use of the vehicle)• Multiple telephone callsIn conclusion this has been a horrible experience with Lookers. The customer service has been terrible and unacceptable it has caused me untold upset and stress.The issues I have had in such a brief period is ridiculous. And I no longer have confidence in the vehicle, I was hoping it would give me freedom, and it is having the total opposite effect. As a young female driver, I am nervous to go out in the car alone at night, as I am worried if I break down somewhere remote, or dangerous i.e. a motorway. I am too nervous to offer anyone a lift anywhere i.e. my Nan to or from work etc.I cannot express to you the negative impact this has had on me and continues to do so.I have lost money on this purchase, money I have worked hard for with more than one job, saved for some time, so I could purchase a car when I passed my test, what was supposed to be an exciting and positive experience, has left me feeling bereft.I have attached any relevant paperwork, documents, emails etc and I would appreciate a prompt response to my concerns as I have felt let down by the customer service I have received so far.If I do not receive any communication within a timely manner, I feel I will have no other option other than to refer this to the Motor Ombudsman

Lack of communication without chasing team

I purchased the above vehicle online from your Leeds branch just over a year ago. The car was taxed for a year via your branch on my behalf.Recently, I was annoyed to find my car had been clamped because the tax had expired.I rely on reminders from D V L A to renew my tax, but on this occasion I did not receive one.I paid a fee of £100 to release the clamp together with £160 surety which was subsequently refunded to me.I checked my file to discover I did not have a registration document nor was the new purchaser slip forwarded to me by yourselves.I contacted the D V L A to be informed that the ownership address details they had for me were incorrect consequently the reminder did not reach me.A couple of calls to your Leeds branch did not produce anything that could help me, but theD V L A advised me to complete forms V10 and V62 then take them to the Post Office with the transfer fee of £25 so the vehicle could be taxed and registration document eventually provided.Unfortunately the forms were not accepted by the system therefore the documents had to be sent direct to the D V L A by post.In the meantime my car was unusable for 10 days pending tax renewal.In summary I incurred combined costs of £125 and had the inconvenience of losing the use of my car for the period.All of this would not have occurred had the vehicle transfer been correctly administered when I bought the car, therefore I would like this matter followed up and look forward to your response together with proposals for reinstatement of the losses incurred.Regards,

Very good

Zohaib was very good even though i was messing him about,very patient on the phone got me a good deal,but still considering the car.Its a pensioners prerogative i suppose making my mind up but i would give him a score of 10/10.The only thing i found strange afer i said i was looking at we buy any car there was no more communicationregards TOM/SUE DEIGHTON

Although I didn't buy the car I went to look at the staff were extremely helpful. Thank you to Zohaib and Toseef for all there help.

Staff really friendly and helpful

Great that I could test drive on my own. Polite, friendly & helpful staff. Follow up emails received.Not a great entrance/greet area so sometimes stood hoping someone would come downstairs to assist you.

Hi guys,I was advised to by your own internal team to raise the journey so far as a customer service issue.In a nutshell the vehicle broke down on the 16.7.25. It was assessed by RAC and Lookers who agreed the course of action to repair the vehicle. The issue has been passed backwards and forward between Lookers and yourselves but involving me in the decisions and planning. Some of the statements are not correct such my refusal to uplift the vehicle to diesel direct. I asked questions about the best course of action and after more back and forth without answering my questions I did request that warranty team instruct Lookers to just repair the car so I could have the car back as it’s causing considerable stress with work and leisure time.You will see from the email trail that information between Lookers and yourselves has been confusing at best.The call handling has been great from the warranty team but the process has been flawed. A recent email made incorrect statements about my request and made reference to some wording in the terms and conditions that could have been mentioned in the first instance resulting in the repair being carried out much earlier.Approaching 6 weeks and still without a car, a date or any solid information it would be useful if you review the email trail that will highlight the process breakdown.I will forward the earlier email trail also.I appreciate a speedy resolution to our issue as it’s causing a great deal of stress.Kind RegardsB MatherSent from my iPhoneBegin forwarded message:From: Sarah GauthierDate: 20 August 2025 at 08:28:12 BSTTo: Barry Mather, Theconnection LWGCc: Darren DixonSubject: RE: FGZ4605Good morning,The outstanding bill thus far is £ 568.88, please let me know who this is being invoiced to, if a payment link needs set or if it is to be billed to a credit account etc?Kind regardsSarahSarah GauthierService AdvisorNewcastle Silverlink VolkswagenSilverlink Park, Wallsend | Newcastle upon Tyne | NE28 9NDP: 0191 2969500www.lookers.co.uk/volkswagenFrom: Barry MatherSent: 19 August 2025 14:28To: Theconnection LWGCc: Darren Dixon; Sarah GauthierSubject: Re: FGZ4605External Sender: Confirm legitimacy before acting.Hi SarahThe warranty company engineers have been in touch requesting Lookers costs so far.I’ve spoken to the warranty company again myself and they are requesting your final costs incurred so far then they will uplift the car and replace/repair the engine which feels like the only way to make this work.Can you let them know urgently please so we can progress.Many thanksBarrySent from my iPhoneOn 18 Aug 2025, at 15:05, LWG Theconnectionwrote:Good afternoon,Thank you for your email.As advised on your call, this has now been passed to our in-house engineers to arrange.We will be in touch once there is an update.Thanks,KiraThe Connection Claims TeamAssurantThe Aspen Building, Floor 2Mitcheldean, Gloucestershire, GL17 0AFtheconnection@assurant.com________________________________________From: Barry MatherSent: 18 August 2025 14:52To: LWG TheconnectionCc: Darren Dixon; Sarah GauthierSubject: [External] Re: FGZ4605CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.________________________________________Hi Kira,Some of the comments aren’t strictly true as I never refused the uplift I just asked questions around how when what if etc .I said it made sense for Lookers to carry out the repairs as they are local and could address any snagging issues.The whole situation is very confusing, the only certainty is the vehicle can be uplifted and fixed by your selves, so to stop the back and forth I asked Imran to make arrangements to collect the car etc.Darren/Sarah - I’ll give you a call but the warranty guys said they will be in touch shortly to arrange picking up the car.RegardsBarrySent from my iPhoneOn 18 Aug 2025, at 12:58, LWG Theconnectionwrote:Good afternoon,Thank you for your email.We are authorising the claim for the cost of the supply engine; however we are not supplying an engine.The customer advised they would like to keep the vehicle with you for repair and also wants a new engine.To approve the claim, we will only support up to the cost of our supply engine - In line with the customers terms, as stated in section 4 . How to use the plan -'The Administrator may authorise Maintenance or repairs immediately; call for other estimates; nominate another repairer; investigate the Maintenance or repair request further; insist on the use of factor or pattern parts; exchange or remanufactured units; or appoint an independent assessor to inspect the vehicle'.Therefore any remaining costs will be down to the customer.We understand this may not be the outcome the customer had hoped for, if the customer is unhappy they can contact us on 0330 100 3305, or email customer.relations@assurant.com, if they wish to make a complaint.Many thanks,KiraThe Connection Claims TeamAssurantThe Aspen Building, Floor 2Mitcheldean, Gloucestershire, GL17 0AFtheconnection@assurant.com________________________________________From: Darren DixonSent: 15 August 2025 15:55To: LWG Theconnection; Sarah Gauthier; barrybmelectrical@hotmail.co.ukSubject: [External] RE: FGZ4605CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.________________________________________HiSo who is expected to supply the engine? Ourselves? If so, who is then expected to pay the additional costs?ThanksDarren DixonAftersales ManagerNewcastle Silverlink VolkswagenSilverlink Park, Wallsend | Newcastle upon Tyne | NE28 9NDP: 0191 296 9500www.lookers.co.uk/volkswagenFrom: LWG TheconnectionSent: 15 August 2025 15:44To: Darren Dixon; Sarah Gauthier; barrybmelectrical@hotmail.co.ukSubject: Re: FGZ4605Warning: This email has been sent by an external party. Please exercise caution before opening any links or taking any suggested actions proposed in the email.Good afternoonThankyou for your email below.As stated on an earlier email , we are not supplying the engine. We have only approved the claim at the cost we could supply at.This is inline with Mr Mather's email :Can you please instruct Lookers to carry out the repair so as not to delay things further, accepting there won’t be a great left in warranty value.Kind regardsKateThe Connection Claims TeamAssurantThe Aspen Building, Floor 2Mitcheldean, Gloucestershire, GL17 0AFtheconnection@assurant.com________________________________________From: Darren DixonSent: 15 August 2025 09:19To: LWG Theconnection; Sarah Gauthier; barrybmelectrical@hotmail.co.ukSubject: [External] RE: FGZ4605CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.________________________________________Hi allMy understanding is that the authorisation has been given to replace the engine which is getting supplied through the warranty companies suppliers. The sum of £6,017.93 Inc. VAT has been authorised but no breakdown yet given, also no timescale of what is arriving and when.I’m a little bit confused on what the delay has been as we have supplied photographic evidence showing internal damage of the engine and also Volkswagen’s repair method for the nature of this fault, which is replacement of engine not a rebuild.Please can you advise what needs finalised? As we have requested further information ourselves and we can’t give timescales until we know what is arriving and when.@LWGTheconnection@assurant.com can you answer the questions that @Sarah requested yesterday? I can see you have replied with the breakdown but when is the engine going to be here? Also there will be additional parts required to complete this job i.e. gaskets, fluids, etc.@barrybmelectrical@hotmail.co.uk is there anything further that you need from us as the repairing dealer? With what I have put above, we are also in limbo and wanting to know what is happening.Kind RegardsDarrenDarren DixonAftersales ManagerNewcastle Silverlink VolkswagenSilverlink Park, Wallsend | Newcastle upon Tyne | NE28 9NDP: 0191 296 9500www.lookers.co.uk/volkswagenFrom: Barry MatherSent: 14 August 2025 19:47To: Sarah GauthierCc: Theconnection LWGSubject: Re: FGZ4605Warning: This email has been sent by an external party. Please exercise caution before opening any links or taking any suggested actions proposed in the email.Hi guys,If this is some kind of permissions thing, not knowing who’s the controlling body, is there anything VW or RAC customer services can assist with ?We are at 4 weeks now going into the 5th week without a decision which is impacting heavily on my job and leisure time and stress in the household.Feeling like we are going in circles, the current situation appears to be,1. We are now at £6017.93 for the repair carried out by Lookers inc labour. (Engine to be supplied by Diesel Direct)2. Being asked to pay for a strip down diagnosis to determine the level of repair that I agreed to weeks ago and was told the required information had been supplied already in order to determine the repair/replacement costs.Can this be finalised and agreed this week please by close of business 15/8/25. And confirmation of when this will be completed please.RegardsBarrySent from my iPhoneOn 14 Aug 2025, at 16:37, Sarah Gauthierwrote:Hi,Please may we have a break down of this cost and has the engine been ordered?Kind regardsSarahSarah GauthierService AdvisorNewcastle Silverlink VolkswagenSilverlink Park, Wallsend | Newcastle upon Tyne | NE28 9NDP: 0191 2969500www.lookers.co.uk/volkswagenFrom: LWG TheconnectionSent: 14 August 2025 16:32To: Barry MatherCc: Sarah GauthierSubject: Re: FGZ4605Warning: This email has been sent by an external party. Please exercise caution before opening any links or taking any suggested actions proposed in the email.Good afternoonThe total that has been approved is £6017.93 including vat.This is based on the cost of the engine that we could supply, and Lookers labour time.Kind regardsKateThe Connection Claims TeamAssurantThe Aspen Building, Floor 2Mitcheldean, Gloucestershire, GL17 0AFtheconnection@assurant.com________________________________________From: Barry MatherSent: 14 August 2025 16:11To: LWG TheconnectionCc: Sarah GauthierSubject: [External] Re: FGZ4605CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.________________________________________Thanks Kate,Are you able to provide the engine from the information Lookers have already provided ?As you see from Sarah’s email relating to further diagnostics, is this required as it will mean further delays or can you simply the engine.Many thanksBarrySent from my iPhoneOn 14 Aug 2025, at 14:43, LWG Theconnectionwrote:Good afternoonThe cost we can look to support is the cost of an engine supplied by Diesel Craft, as this is in line with your warranty terms. Once we have the costs we can then confirm the total being supported.Kind regardsKateThe Connection Claims TeamAssurantThe Aspen Building, Floor 2Mitcheldean, Gloucestershire, GL17 0AFtheconnection@assurant.com________________________________________From: Barry MatherSent: 14 August 2025 12:23To: Sarah GauthierCc: LWG TheconnectionSubject: [External] Re: FGZ4605CAUTION: This email originated from outside of the organization. Do not click links or open attachments unless you recognize the sender and know the content is safe.________________________________________Thanks Sarah,I just need it done, as long as it’s clear the warranty is picking up the costs within the warranty value, up to the value of the vehicle.My understanding was the original diagnostic was to provide photos and evidence to the warranty team which determined the course of action.Lookers provided a replacement cost which left around £1100 in the warranty for something small.Can you confirm the total price for the replacement please.Would you also be advising a repair if the damage is less than expected.Just need it done asap please.Many thanksBarryRegardsBarrySent from my iPhoneOn 14 Aug 2025, at 07:33, Sarah Gauthierwrote:Hi,We are happy to go ahead with work however are waiting for authority on a replacement engine, warranty to want further evidence of a new engine rather than a repair... it would be 4 hours labour (£720inc vat) to proceed with the strip down as requested, this would bring the total for diagnostics to £1288.00inc vat.Please let us know how you wish to proceed.We currently do not have any courtesy cars available and are unlikely to have anything soon, however I believe that a hire car can be arranged via warranty once a claim has been authorised.Kind regardsSarah

Salesman very helpful