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

Zee was extremely helpful and polite. He's a credit to your Company.

The staff were very helpful as usual. We came straight to you to look for a replacement second hand car. We would have purchased a car from you if a suitable one had been available. We have purchased cars from you previously and used the garage for MOT, services and repairs.

the staff was friendly and let me test drive it no pressure for the sale

Very helpful. I got back to me straight away regarding the orange Mustang I'm interested in

Very helpful adviser

Leo was brilliant.

Had the best experience at Lookers. Hats off to Patryk for his patience and commitment. Keep up the good standards!! Xx

Patryk was very helpful and informative.