Vehicle went in originally for warranty work. 1 of the issues were found,vehicle booked back in for the repairs. Vehicle onsite for 9 days. Picked the vehicle up. Another EML light has illuminated. Am waiting to see if I get a call back.

I have raised a complaint with your Customer Service three times and have never received any response other than the automated acknowledgement.88104522, 88989182 and 88989204. I would appreciate a response.

£500 deposit was paid to reserve vehicle on the 8th July and to bring it up from Battersea. vehicle arrived and after viewing it customer advised not for her and requested the deposit refunded back to her and was advised it would be back with 3-5 business days. money has not arrived back yet and customer is on holiday as of Friday and expecting it back for then. customer has also advised had she been advised that refunds cannot be processed immediately then she would not have done so and will be reluctant to do so in future.

I purchase a VW polo on 6th September 2024. GF22OCH.However I reported by email that some trim (driver side skirt/sill) was missing on 3rd October24 to your sales support Ellias Daragjialong with photographs. There was no response received.I requested a replacement to VW Eastbourne, but they forgot to order (April 25)I requested a replacement to VW Eastbourne April 26, they did order but were unable to fit and said some bodywork was required, and I needed to arrange this with a private garage who dealt with body repairsNow the work has started, and the garage is astonished that an extremely large part of the sill packed with filler. They have never seen so much filler used on a repair and took all day to remove.I have the original email (with photo) and one photo from the garage today.Sorry to say that I was sold a car not up to the standard expected from a lookers garage and am very disappointed.I look forward to your feedback,

The wait time for a car thats at another dealership for it to be delivered is two weeks. It was supposed to be Tuesday so I’d potentially have my new car the end of this week.Now it’s potentially being delivered next week so I MAY have it Thursday if it’s not canceled again. That’s a long time considering the car is at a dealership.Also the knowledge behind the car, I was told by two different sales advisors that the car has the bar led lights and then it doesn’t. I’m still unsure now.Then the number plate.. very minor but on a new car surely if there’s a number plate available then it should be able to be requested, I would of liked LF26 KLR but I was told this wasn’t possible, with my other new cars I’ve had from other dealerships they have always tried to do this for me.I just feel like I haven’t had the best service, I’m unsure as to when I’ll get the car as ive been told I’d be updated Monday and it’s a surprise if it has the bar LED lights or not as for the other specs and also underwhelmed with the number plateI feel truely underwhelmed by the whole situation having a new car should be exciting.My decision to purchase the car was that it was available if I knew I had to wait I would have looked else where.I feel as the information that had been given to me has been misleading.

From: Tom MitchellSent: 08 July 2026 21:33To: Max BurgessCc: customerservices@vwfs.co.uk; Feedback; F and I ComplaintsSubject: Re: V5C ?External Sender: Confirm legitimacy before acting.Max,Having to chase my emails is getting very frustrating.Can you reply to the below - I don't expect to have to ask again.Frankly, You have provided us with an awful service; mouldy car boot, rear view mirror fell off 2 days after purchase.I wouldn't recommend VW Lookers in Walton to anyone.I will drop for a chat tomorrow afternoon if I don't hear from you.Kind regards,Tom MitchellDirectort: 07787 289200e: tom@meadprojects.co.uk________________________________________From: Tom MitchellSent: Wednesday, July 1, 2026 12:32 pmTo: Max BurgessSubject: Re: V5C - S28 WNSHi Max,I haven’t received the V5C , please can you confirm you sent it off?Kind regards,Tom MitchellDirectort: 07787 289200e: tom@meadprojects.co.uk________________________________________From: Tom MitchellSent: Friday, 12 June 2026 13:41:40To: Max BurgessSubject: Re: Bank DetailsKind regards,Tom MitchellDirectort: 07787 289200e: tom@meadprojects.co.uk________________________________________From: Tom MitchellSent: Friday, June 12, 2026 7:18:55 AMTo: Max BurgessSubject: Re: Bank DetailsHi Max,All done - See you at 1pm.Kind regards,Tom MitchellDirectort: 07787 289200e: tom@meadprojects.co.uk________________________________________From: Max BurgessSent: Thursday, 11 June 2026 17:22:11To: Tom MitchellSubject: Bank DetailsHi Tom,I have sent you the order form to e-sign, which will come from an email called scrive. Please see attached our bank details to arrange payment for the remaining balance due of £22,120.00. If you could please let me know once you have made the payment and I will confirm with accounts this has been received.This is a password protected file so the password you will need is – VWGKSouthDivisionKind Regards,Max BurgessSales ExecutiveLookers Volkswagen Walton-on-ThamesEsher Road, Hersham | Walton-on-Thames | KT12 4JYT: 01932 257 500lookers.co.uk/volkswagen

We travelled nearly 2 hours to see a car and rushed down because we were told we could view the car before someone else bought it during their appointment to view it at 1.30pm. We took the car for a test drive and really liked it. However, when we sat down to start the purchase, I didn’t feel very confident. Firstly, we were asked to pay a £500 deposit (which I can understand) but were not informed what this was for. I did not sign anything before we left and was informed that I could sign the contract online on the way home. During our visit we asked what the turnaround was for the car and were told that the car would be ready in a few days. However, due to childcare and work commitments, we could not collect the car during the week. The sales assistant just said he would arrange it over the phone. When I called Sunday morning, I confirmed we could not collect during a weekday and the staff member was very vague just saying “we will have to find a solution”. I tried to move my schedule around and it wasn’t possible. He then suggested the only thing we could do was arrange delivery which would cost extra. I said I could not afford this extra cost. He then reluctantly said he would cancel his 4pm appointment next Saturday to accommodate our collection. This made me feel awful. I mentioned that I hadn’t signed the contract yet because it mentioned storage costs for the car. Instead of explaining this, he just replied with “oh don’t worry about that”. This didn’t exactly reinforce any trust I had in him. Due to this experience, I emailed him to request my deposit back and that I did not feel confident enough to buy the car at which he then replied saying he would arrange the refund. I really liked this car but unfortunately felt let down by the customer service we were given, which is the reason I walked away from the purchase. Everything felt rushed and half-hearted, not what I expected from a vw dealership. I appreciate staff members have a lot of customers and tight schedules, but I feel that my reasons for only being able to collect the car on a weekend were valid and were just treated as a bit of a nuisance.

in march cust part exchange his vehicle. V5 given to the dealership, the have not registered them selves as the owner of the car. DVLA have fined the cust for not advising the change of ownership. 12.07.26 is the deadline for the fine. If not paid will be 1,000 cust is not liable.

I complained about the service I received from the lookers Sales team at Walton on Thames on a trust pilot. Only then to be asked to complain directly to lookers and then I receive a bog standard reply from Lookers who did not address my concerns or even address me personally. I am unable to reply to there email as is from fautomated system. So, this is my reply Dear sirs , I have received your reply regarding my customer service and the appalling customer continues. Instead of addressing my question you have sent me a big standard reply and did not even have the courtesy to address me by name. I am very disappointed in lookers Regards, Glenys Balchin

I am still awaiting my V5 document. I purchased the car and collected it on the 2nd January 2026. Despite numerous attempts to contact the dealership, I have contacted both Max and his manager Izzy. I was told it would be dealt with asap but I still haven't received anything and now I'm not even getting a response to my e-mails. This is now beyond a joke. I would like my V5 to be sent to me as a matter of urgency.