I just wanted to write to say how disappointed, angry and upset I am at the way I have been treated by Lookers Hersham and by VW.I am well aware that my car was 6years and 3 weeks old and I did not buy it from Lookers but to treat your customers like this is totally unacceptable. I was subjected to a plethora of accusations without any evidence. I repeatedly offered to show them the paperwork but that was ignored.To have engine failure after only 6 years and 3 weeks and 71,000 miles was totally unexpected and I thought that a VW dealership would have done everything they could to help. As you can see from the report from YOUR technician it was not my fault.Given all the details of my car, your customer service, emails/letters and phone calls would you be satisfied with the customer service? Would you not have expected a goodwill gesture? And every effort to help? Made to pay the £180 for the report which was ignored and information never used as confirmed by your staff.Is VW aware of the cost of living crisis or are your customers just meant to find the extra money when VW don’t put their cars together properly. Has VW learnt nothing from their emission scandal.My son and I wanted to buy a Polo, but Izzy Daly refused to negotiate. You could have sold two cars, in cash. I went elsewhere.It is clear that VW and VW Lookers are not bothered about they’re customers and their reputation. I was not asking for much—just some acknowledgment of the situation. At no point did I expect the aggression, lack of professionalism, and total incompetence that your staff exhibited.Yours sincerelyHannah Lomas

Hi,Please can some one help?I have not had a response since last Friday.I purchased the car just over a month ago now, 1 year old.On the drive home from collecting I noticed the steering wheel shakes at Motorway speeds and gets worse the faster I go. To the point I can feel it in the seats. I make Luke aware the following day via email.I have been told by izzzy they most likely won't be able to prove this as it happens at motor way speeds and they have provided no additional help or response.The car was also missing the drivers side car Matt and was told this would be posted. I have not received anything and this was over two weeks ago.This is my first experience with VW and I assumed the 1 year old car would have no issues. Instead I am now concerned taking my family on the motorway.Please help, I want to stay with Vw as the cars are nice. I just don't feel safe with this car becoming of the fault.John07949438266

07/06 reserved a vehicle paid £250. Saturday tried to call several times, sunday they drove to the dealership. The cust lives some distance away, arrived few colleagues, no one was interested in us. Cust in the end cust approached the staff, give the cust the keys to take the vehicle on a test drive but it wasnt charged. Cust felt very harassed to purchase the car. Max was very pushy regarding the sale of the vehicle not ready for the cust and the experience was terrible. They have still not returned the deposit. cust was refused delivery.

The person that I dealt with had absolutely zero customer service skills.I was basically handed the keys to go for a test drive and wasn’t actually told anything about the car when I got back. I handed the keys back he asked me what I thought and then said goodbye. That was it.Bloody awful service.

Max,We still haven’t received the v5 documents. Please can you chase this up urgently.Meadhbh

Dear Lookers Volkswagen Walton,I am writing to raise a formal complaint regarding my recent experience when my vehicle was booked in for a service and MOT. I hope this feedback will be taken constructively and that we can reach a satisfactory resolution regarding the damage that has occurred to my vehicle whilst it was in your care.When I arrived, I explained that my wing mirror had recently been damaged but that I had secured it with electrical tape. The mirror remained functional, including all electrical features and sensors. I was reassured by a member of staff that, provided it remained secure, it would not cause the vehicle to fail its MOT.Later that day, I received the MOT advisory report, which showed no significant issues. I was also provided with a quotation of almost £1,000 to repair the wing mirror. This seemed unexpectedly high, particularly as I have previously had the same mirror repaired after it had been completely torn off by a lorry, and that repair required more extensive work at a lower cost.When I contacted the dealership to discuss the advisories and whether my vehicle was ready for collection, I spoke with Stephen (if I have remembered his name correctly). Unfortunately, I found the communication disappointing. I felt that my calls were treated as an inconvenience, despite simply seeking clarification regarding the work carried out and the advisories raised.On several occasions, I was told I would receive a call back, but this did not happen. During one conversation, the call was ended before I had finished asking my questions. This left me feeling uncomfortable about making further contact and gave the impression that my enquiries were unwelcome.My primary concern, however, relates to the condition of my vehicle when it was returned. I do not believe the wing mirror was fully assessed in the manner described, as the electrical tape I had originally applied remained in place. In addition, someone had wrapped duct tape around the mirror. This appeared unnecessary given that I had already been advised the vehicle would pass the MOT with the mirror secured as it was.The duct tape partially covered the mirror, looked untidy and unprofessional, and showed little care for the condition of the vehicle. More importantly, I am concerned that the process of applying or removing tape has resulted in scratches around the wing mirror housing that were not present before the vehicle was brought to your workshop.When I collected the vehicle on 20 June, I showed these scratches to Richard. He agreed that the appearance of the repair was untidy and unprofessional. He also reviewed photographs taken when the wing mirror was first damaged and was able to see that the scratches now present were not visible prior to the vehicle being brought into Lookers Walton.I would also like to acknowledge that another member of staff I dealt with on 20 June was polite, professional and apologetic. They advised that my concerns would be raised and that arrangements could be made for the damage to be reviewed next week.I understand that there were staffing issues on 19 June. However, whilst I appreciate operational challenges can arise, customers should still be able to expect professional communication, appropriate care of their vehicles, and a consistent standard of workmanship.I purchased this vehicle through Lookers and had a very positive experience at that time. Unfortunately, my experiences since then, including MOT and servicing visits, have left me feeling that the standard of care and attention has fallen short of what I would expect from a Volkswagen main dealer.I would appreciate a prompt response outlining how you intend to investigate this matter and, in particular, how the scratches and damage around the wing mirror will be rectified.I look forward to hearing from you.

Really nice guy, showed me the car, I asked for a quote, deposit etc. I received an email with the cost no break down.I called in and said please can I know the numbers please and was told by Ifty that was not possible as I had to go through a credit application, which I dont want to do when I dont know how much the car will cost. It was like I was having a stupid conversation.

I'm awaiting a callback. The brakes and wipers need looking at and I'm missing some paperwork

PLEASE OPEN A COMPLAINTWhen I bought used Golf estate LC69 WPY from Lookers Walton I was promised a second year of warranty to close the sale. I was advised by salesman Max Burgess that paperwork was to follow, Despite repeated requests no paperwork has been provided. I previously opened a complaint 88194522. The automated acknowledgement promised on 6/5/26 a response within 14 days. That time has long expired without a further response.In addition to the above fraudulent behaviour, I was provided with a single key. When I raised this a second key was promised. Needless to say none has been provided.

PLEASE OPEN A COMPLAINTWhen I bought used Golf estate LC69 WPY from Lookers Walton I was promised a second year of warranty to close the sale. I was advised by salesman Max Burgess that paperwork was to follow, Despite repeated requests no paperwork has been provided. I previously opened a complaint 88194522. The automated acknowledgement promised on 6/5/26 a response within 14 days. That time has long expired without a further response.In addition to the above fraudulent behaviour, I was provided with a single key. When I raised this a second key was promised. Needless to say none has been provided.