My VW Arteon with Walton garage since 13th April. No courtesy vehicle provided, making my daily commute to work extremely difficult and costly. No communication about progress.

I bought this car from your Walton-on-Thames branch on 2/4/26. To close the deal that day the salesman (Max Burgess) offered an additional year of warranty. He went off to clear this with his manager although I never met the manager. When it came to handing over the paperwork I was advised that the extra year warranty paperwork would follow. It hasn't. I have followed up by email and in person. There has never been a response to the emails. In person there were apologies and "the paperwork is in the post" response. I am now fed up with waiting. Please prompt them to honour their commitment.A separate issue is when I took the car for a test drive there had been 2 keys on the keyring. I would expect to be provided with a spare key. On raising this with Max, he apologised saying one of the keys did not relate to my car but he would organise one to be provided. I have seen as much of the key as the warranty paperwork.

Dear Aesha/Customer Services,I am writing to report a further issue identified on my Volkswagen Tiguan (LF22 OJC), which I believe is directly related to the ongoing water ingress concern previously raised.Following earlier findings of significant water ingress inside the vehicle, I have now identified that exterior trim/sealing along the affected side of the vehicle is visibly loose and not correctly seated (photos attached). There is a clear gap between the trim and bodywork, which may represent a potential water entry point.The vehicle also continues to have a persistent damp odour despite remedial drying and cleaning, indicating that the underlying issue has not been resolved.For clarity:- The original water ingress issue was reported to Volkswagen but not fully investigated due to the requirement for significant upfront diagnostic costs- Independent intervention was undertaken solely to prevent further damage- The issue remains ongoing, and additional defects are now evidentGiven the above, I request that this matter is formally logged as an ongoing concern under the Approved Used Warranty and that the vehicle is re-inspected to identify and rectify the root cause of the water ingress.I would also ask you to confirm that this issue has been recorded while the vehicle remains within the warranty period.I look forward to your response.Kind regardsLucie Fillery

Dear Sir or Madam,I am writing to formally complain about the extremely poor level of customer service I have experienced from the sales department at Lookers VW Walton-on-Thames.I am classified as a loyal customer and was originally proactively contacted as my four-year VW agreement was approaching renewal, which set a clear expectation of a professional and responsive sales experience. This is the first time I have seriously considered moving away from Volkswagen, entirely as a result of the way this matter has been handled.Over the bank holiday weekend, I attended the branch in person, only to find that Max was the sole salesperson available. He was unable to provide any meaningful information or arrange a test drive, as all vehicles were reportedly out and the branch was down to a skeleton staff due to the bank weekend.I spoke with Max on 2nd March, which was followed by an email from him. On 24 March 2026, I sent a detailed response outlining my options and requesting quotations for two different models. After receiving no response, Max apologised on 27th March for not getting back to me. I chased again on 28th March and received no further communication.I then called on the 1st April and asked to speak directly to a sales manager. I was told the sales manager was not available and that a message would be left for Ash, the Finance Manager, to call me back. No callback was received.I called again on the morning of 5th April and used the automated option to request a call back. No response was received. I called again later the same day and explicitly asked to speak to the sales manager, directly but I was put back through to Max, which was not what I requested. During that call, I was given a lengthy explanation that attempts had been made to contact me. I do not accept this explanation as my mobile is on 24/7 due to the work I'm in and the service departments, I manage 24/7.At that point, I made it clear that I would only deal with a sales manager and that, failing this, I would take my business elsewhere.This level of service is unacceptable, particularly for a loyal customer actively trying to renew an agreement. The lack of ownership, follow-up, and basic professionalism has left me with no confidence in your sales operation.I expect a response from a sales manager addressing this complaint and confirming whether VW Walton-on-Thames wishes to retain my business.Yours faithfully,Darrian Marsden

Complete lack of interest from sales team

Have been loyal to Volkswagen for over 20, having spent over 200k in 2 Tiguans, 2 Touaregs and a Scirocco. We were very disappointed when we were thinking of purchasing a T ROC. We were invited for the VIP Events, nothing was VIP as no discount or deal was offered.

My first comment is that your website, and especially the search aspect, is quite hard to navigate. Pricing a new car is complex and seems to be conditional on different types if finance. Basically, I want to get a clear picture of how much the car in interested is.

None of the young sales team could be bothered

It is 14 days since you acknowledged receipt of this complaint and I have heard nothing. Ticket 87374104 Created by System on Apr 03, 2026 at 4:12 PM UTC. You will understand that, if we continue to hear nothing, we will escalate the complaint. I understand that under the Consumer Rights Act I am entitled to a complete car, which includes a locking wheel nut key. I look forward to hearing from you. Rhona Smythe

Phone not answered quickly, test drive booked but no confirmation email or, when I called to confirm I was told it had been cancelled, the person I spoke to was very dismissive and put the phone down on me before I was finished speaking. I went somewhere else.