Hello,My initial enquiry was regarding the 24 hour test drive possibility for an hybrid Tiguan. Which I have heard advertised on the radio many times.I spoke to one of your associates and he offered a 30 minute test drive but would come back to me about the possibility of a 24 hour oneUnfortunately I didn’t hear back.I am still very interested and so if an extended test drive is a possibility would you please get back in contact?Your sincerely, Sam Whatmough.

Vehicle: VW Golf YB70 JZXHandover Date: 28 January 2026Dear Lookers Complaints TeamWe are writing to raise a formal complaint regarding a vehicle supplied to us by VW Lookers Walton-on-Thames under the Volkswagen Approved Used scheme. The vehicle was purchased in my wife’s name, however, we have both been involved throughout the purchase and subsequent engagement with the dealership.Despite repeated attempts to engage constructively with the retailer to resolve matters identified at handover, we have received no response. We are therefore escalating this as a formal complaint and seeking prompt resolution.Issues present at point of supplyAt handover, the vehicle was supplied in a condition that did not meet several material requirements of the Volkswagen Approved Used programme. Specifically, it was supplied:• Without complete documentation, namely the MoT certificate and the V5C ‘new keeper’ slip• With a defective parcel shelf that does not operate correctly• With paintwork defects inconsistent with professional Approved Used preparation• With stone chips showing signs of corrosion, indicating inadequate pre-sale rectification• With a front tyre recorded at only 3.4 mm on the Multi-Point Check, placing it marginally above (or potentially within measurement variance of) the 3 mm Approved Used thresholdThese are preparation, certification and documentation issues that should have been identified and resolved prior to certification and handover. They are not post-sale concerns or matters of subjective preference.Attempts to resolve with the dealershipDuring a telephone conversation on 30 January 2026, the salesman acknowledged these issues and confirmed that the following remedial actions would be undertaken:• Repair of the defective parcel shelf• Measurement of tyre tread depth in our presence, with replacement of any tyres below the 3 mm Approved Used threshold• Assessment and rectification of paintwork defects, including scratches and stone chips• Provision of a courtesy car while parts are ordered and remedial work is undertakenFollowing this discussion, we confirmed our position in writing on 31 January 2026 and copied in senior dealership management (see attached). Despite this, and despite leaving a further telephone message on 3 February 2026 requesting a call back, we have received no response from the dealership. This lack of engagement is disappointing and falls short of what we would reasonably expect.Outstanding points requiring resolutionTyresWhere tyres are presented at, or only marginally above, the Approved Used minimum, we would reasonably expect replacement to ensure the vehicle clearly and unambiguously meets scheme standards. Any replacement tyres should be consistent with the vehicle’s original specification or a manufacturer-approved equivalent, rather than budget alternatives.Paintwork remediation standardGiven the distance involved (a three-hour round trip), we requested written confirmation in advance regarding the scope and standard of paintwork rectification. Specifically, we require confirmation that:• Shallow scratches will be properly rectified via professional machine polishing (including multi-stage correction where required), rather than cosmetic glazing that temporarily masks defects• Deeper scratches will be addressed via professional SMART repair• Stone chips showing corrosion will be correctly treated and neutralised prior to paint correctionThese expectations align directly with the intent of the Volkswagen Approved Used inspection and preparation standards.Scheduling of remedial workWe were asked to bring the vehicle in before all required parts were available. We explained that it would be more reasonable to schedule the visit once:• The parcel shelf part is in stock• Appropriate tyres are available should replacement be required• There is written confirmation of the agreed scope of paintwork rectificationThis would allow all remedial work to be completed in a single visit and would minimise unnecessary inconvenience.Incomplete documentationAt handover, we were not provided with the MoT certificate or the V5C green ‘new keeper’ slip. As “Vehicles with Complete Documentation” is a fundamental requirement of the Volkswagen Approved Used scheme, this remains an outstanding issue requiring resolution.Requested resolutionWe are asking Lookers to:• Acknowledge the shortcomings in preparation and handover of this vehicle• Ensure that all remedial work is completed fully and properly in line with Volkswagen Approved Used standards• Provide all outstanding documentation without further delay• Confirm, in writing, the agreed scope of work and a clear timetable for completionWe would appreciate acknowledgement of this complaint and confirmation of next steps. We remain willing to resolve this matter constructively, however, given the lack of response to date, we consider it appropriate that this complaint is now handled formally.Yours faithfullySteve & Cheryl Fernandes

We visited the showroom on a Saturday morning with a pre-booked appointment. I am an existing Volkswagen customer of over 15 years. Despite the showroom being virtually empty and at least three sales staff present, we were not acknowledged on arrival in any way. No greeting, no eye contact, and no attempt to engage. The sales team appeared more focused on talking amongst themselves than on customers entering the showroom.After waiting and receiving no engagement whatsoever, we left and drove 15 miles to Lookers Volkswagen Guildford. The contrast could not have been clearer. We were immediately welcomed by front-of-house staff, my young children were offered refreshments, and a sales advisor promptly assisted us. A test drive was arranged the same day, and I purchased a new Volkswagen Tiguan that afternoon.This experience clearly demonstrates how critical first impressions and basic customer engagement are. At Walton-on-Thames, these fundamentals were entirely absent. At Guildford, they were handled professionally and effectively — resulting in a same-day sale.The Walton-on-Thames sales team urgently needs to review its approach to customer experience from the moment someone enters the showroom. Failure to acknowledge customers, particularly those with appointments and long-standing brand loyalty, will inevitably result in lost sales and lost repeat business.

Vehicle: VW Golf YB70 JZXHandover Date: 28 January 2026Dear Lookers Complaints TeamWe are writing to raise a formal complaint regarding a vehicle supplied to us by VW Lookers Walton-on-Thames under the Volkswagen Approved Used scheme. The vehicle was purchased in my wife’s name, however, we have both been involved throughout the purchase and subsequent engagement with the dealership.Despite repeated attempts to engage constructively with the retailer to resolve matters identified at handover, we have received no response. We are therefore escalating this as a formal complaint and seeking prompt resolution.Issues present at point of supply:At handover, the vehicle was supplied in a condition that did not meet several material requirements of the Volkswagen Approved Used programme. Specifically, it was supplied:- Without complete documentation, namely the MoT certificate and the V5C ‘new keeper’ slip- With a defective parcel shelf that does not operate correctly- With paintwork defects inconsistent with professional Approved Used preparation- With stone chips showing signs of corrosion, indicating inadequate pre-sale rectification- With a front tyre recorded at only 3.4 mm on the Multi-Point Check, placing it marginally above (or potentially within measurement variance of) the 3 mm Approved Used thresholdThese are preparation, certification and documentation issues that should have been identified and resolved prior to certification and handover. They are not post-sale concerns or matters of subjective preference.Attempts to resolve with the dealership:During a telephone conversation on 30 January 2026, the salesman acknowledged these issues and confirmed that the following remedial actions would be undertaken:- Repair of the defective parcel shelf- Measurement of tyre tread depth in our presence, with replacement of any tyres below the 3 mm Approved Used threshold- Assessment and rectification of paintwork defects, including scratches and stone chips- Provision of a courtesy car while parts are ordered and remedial work is undertakenFollowing this discussion, we confirmed our position in writing on 31 January 2026 and copied in senior dealership management. Despite this, and despite leaving a further telephone message on 3 February 2026 requesting a call back, we have received no response from the dealership. This lack of engagement is disappointing and falls short of what we would reasonably expect.Outstanding points requiring resolution:1. TyresWhere tyres are presented at, or only marginally above, the Approved Used minimum, we would reasonably expect replacement to ensure the vehicle clearly and unambiguously meets scheme standards. Any replacement tyres should be consistent with the vehicle’s original specification or a manufacturer-approved equivalent, rather than budget alternatives.2. Paintwork remediation standardGiven the distance involved (a three-hour round trip), we requested written confirmation in advance regarding the scope and standard of paintwork rectification. Specifically, we require confirmation that:- Shallow scratches will be properly rectified via professional machine polishing (including multi-stage correction where required), rather than cosmetic glazing that temporarily masks defects- Deeper scratches will be addressed via professional SMART repair- Stone chips showing corrosion will be correctly treated and neutralised prior to paint correctionThese expectations align directly with the intent of the Volkswagen Approved Used inspection and preparation standards.3. Scheduling of remedial workWe were asked to bring the vehicle in before all required parts were available. We explained that it would be more reasonable to schedule the visit once:- The parcel shelf part is in stock- Appropriate tyres are available should replacement be required- There is written confirmation of the agreed scope of paintwork rectificationThis would allow all remedial work to be completed in a single visit and would minimise unnecessary inconvenience.4. Incomplete documentationAt handover, we were not provided with the MoT certificate or the V5C green ‘new keeper’ slip. As “Vehicles with Complete Documentation” is a fundamental requirement of the Volkswagen Approved Used scheme, this remains an outstanding issue requiring resolution.Requested resolution:We are asking Lookers to:- Acknowledge the shortcomings in preparation and handover of this vehicle- Ensure that all remedial work is completed fully and properly in line with Volkswagen Approved Used standards- Provide all outstanding documentation without further delay- Confirm, in writing, the agreed scope of work and a clear timetable for completionWe would appreciate acknowledgement of this complaint and confirmation of next steps. We remain willing to resolve this matter constructively, however, given the lack of response to date, we consider it appropriate that this complaint is now handled formally.Yours faithfullySteve & Cheryl

No one gets back to you, Max says he sending me cars by email this was 2 weeks ago, disgrace, since then I’ve now heard bad feedback on them

Excellent as usual. Customer Service & vehicle service. A vehicle that can go first time after cold for 2 months show Service last June excellent and confident to drive after current vehicle health check. Thats why I bought the car at Walton & get did serviced at Walton.________________________________________

I left a note in the car to let you know that the windscreen wiper blades

I was told during the sales process that I could take out a HP agreement on the car that I intended to use for driving tuition, therefore I needed to install dual controls. When I noticed in the agreement, the sales rep said it was ok I just needed to let them know. So I signed up to the agreement, then phoned VWFS and they told me I could not install dual controls OR use the car for reward. I then got in contact with the sales guy and he said I can buy the car outright, he hadn't activated the agreement. He also suggested I could still take out the agreement, to get the benefits and pay it off immediately with the bank loan I had to quickly secure instead. I'm guessing he wanted the commission. He emailed me to say is 2pm pickup on a Friday OK, I responded yes, then he phones me on the day to try and arrange a time, I made the point we had already agreed this. A couple of days after the purchase I got a letters to say the agreement with VWFS is set up, including the service plan and the DD. I emailed the sales rep saying I wanted a response in 3 days from his manager and/or vwfs to confirm its not active. 5 days passed now, not heard a thing. I just phoned VWFS and they confirmed the agreement was cancelled the same day I emailed complaining, guess he just didn't bother to let me know. I have been extremely stressed by this whole process. No money off the car, wouldn't budge despite the tyres not in great condition, no spare wheel, no car mats and staining on the seats, but he knew I was in a rush to buy a car by a deadline. Also found out after no parcel shelf, I've replaced this myself. Do not ring me please, only email.

I was enquiring on a vehicle and they falsely advertised the mileage on that vehicle, they were only offering a non refundable holding fee over the phone and kept insisting I should come to see this vehicle after I stated I couldn’t come any earlier than the booking date. They also stated they would call me back a day before the appointment which they never did, Walton on Thames definitely should consider getting advice from other branches about customer service.

Good AfternnoonREF: Previous complaint 84555017I am still waiting for a response from my previous complaint made on Monday 8th December.I received awful customer service on that day and I am still receiving awful customer service now as I still have not received any communication from you in your designated 14 days to discuss my complaint.I would therefore be grateful if somebody could actually provide me with some customer service and contact me.