It took three attempts to get someone at the dealer to contact me to arrange a visit to discuss my existing PCP contract. The first two times I phoned and was told someone would call be back to arrange a meeting – this didn't happen. The third contact happened only after I emailed Lookers' main customer service point. At the third attempt, I arranged a time to visit the showroom. I was, admittedly, five minutes late, but when I entered the showroom no one approached me and I was ignored. I wandered the showroom for a short while and then gave up on anyone enquiring why I was there. Really poor service, I'm afraid.

Rude and unhelpful.Did not return calls.

Salesman: Callum Fullman (now left firm) failed to respond to my repeated requests to send me the log book for Golf R (MW18PXL) purchased in March 2025. I have recently left messages for the manager and she has also failed to return my calls. In addition to having no log book I also need the following issues resolved:1. I paid for Guardex to be applied to the paintwork and interior. I have still not received any paperwork in connection with this warranty. On collection of the car there was yellow staining on the roof. I sent photos and visited the showroom and Callum agreed that it needed to be machine polished and Guardex reapplied. Every effort on my part to get it booked in with him failed (probably 10 attempts).2. There is also a rust spot on the roof and various chips which I would like repaired.3. The car should have been serviced prior to collection. I have recently had to replace the brake pads, disks and brake fluid plus replacing the rear tyres which I discovered were completely bald and cracked around the edges. I feel that these issues should have been highlighted at the MOT carried out 11.2.25 prior to my purchase. Both the MOT and the Maintenance list dated 13.3.25 were carried out by Lookers and made no mention of the need to have either the tyres or braking equipment replaced before the next MOT.The above issues need to be resolved without delay. I am not convinced that a full safety check was carried out prior to collection and in addition to receiving the missing documents, repair of the paintwork I also feel that your firm should provide a further service free of charge.

Fine no problems.

I only phoned on the one occasion, but the gentleman who dealt with my enquiry was helpful and friendly and dealt with my questions quickly. However, I found the model I was looking for at a local Volkswagen dealership so did not pursue a purchase from Lookers on this occasion. Thank you.

I’m in the market to buy a new car and I would say the approach was ‘disinterested’. I aim to buy my new car in the next two weeks and will now be purchasing from a BYD Retailer where I’ve had a much better experience. It would appear that VW had no interest in retaining me as a customer at all

I have been waiting a week to have a £500 deposit on a car I didn't want refunded. No response from the dealership or the salesman involved.

I am writing further to raise ongoing and unresolved safety concerns regarding the Volkswagen Tiguan that I currently have on a PCP agreement supplied through Lookers.As you may be aware, I have already raised this matter with Volkswagen UK Customer Services and spoken directly with them regarding the behaviour of the vehicle’s automatic / emergency braking system. Volkswagen Customer Services have confirmed to me in writing that:• A diagnostic assessment was previously carried out by Lookers Volkswagen Guildford, during which no faults were identified;• Volkswagen UK accepts that the braking can feel aggressive and has acknowledged that both my wife and I do not currently feel safe using the vehicle;• Any further diagnostics may attract additional charges if the issue cannot be replicated again.While I note Volkswagen UK’s position that no fault was recorded during the initial diagnostics, this does not address the core issue: the vehicle has applied sudden and extremely forceful braking on multiple occasions for no apparent reason, including twice in the last week while reversing in clear conditions. Regardless of whether a fault code is logged, this behaviour presents a genuine and ongoing safety concern.I am particularly concerned that the only option currently being offered is further chargeable diagnostics, despite Volkswagen UK acknowledging that we do not feel safe driving the vehicle. I do not believe it is reasonable for me to continue using, or repeatedly presenting, a vehicle that can apply emergency braking unexpectedly and violently.In light of this, I am now seeking your assistance as the supplying dealer and PCP provider to resolve the matter. I would be grateful if you could urgently advise on one of the following:• Whether the automatic rear emergency braking system can be permanently disconnected, disabled, or recalibrated in a way that is safe, manufacturer-approved, and does not invalidate the vehicle warranty or PCP agreement; or• Alternatively, whether arrangements can be made to change the vehicle under the existing PCP agreement to a Volkswagen model that does not have such an overly sensitive rear automatic braking system.I want to resolve this constructively and without escalation, but I must be clear that continuing to drive a vehicle that can brake violently without warning is not acceptable to me from a safety perspective.Volkswagen UK has confirmed that they have passed the details of my case to you in advance of this contact. I would therefore appreciate a prompt response setting out what options are available and how we can move forward.

I purchased a car today - LG25BKT - Black, Automatic VW Golf - I collected the car at 2.45pm this afternoon - I reached home at 3pm - by which point I was already on the phone to VW Breakdown Assistance.The error messages on the car were 'Error 12V supply, please visit a workshop, 'The 12V battery is low', a tyre pressure light & further to this the car wouldn't start.I test drove the vehicle before buying it on Sunday the 28th of December and the sales agent Luke Sasu had to come and jump start the car. I was told before purchasing the car that the issue would be taken care of. Lo and behold I have now spent £25K on a car that is on my drive on new years eve that I cannot use.I have sinced called the AA as a VW technician isn't available until Friday morning & he has told me the car isn't suitable & should not have been sold to a customer in it's current state and a new battery is needed.To say I am dissapointed would be a severe understatement - I have since tried to contact the sales agent Luke Sasu & sales manager from the branch - Izzy Dale & have received no response.I have been left stranded on new years eve & on new years day without access to a vehicle with no help whatsoever.This has totally undermined my faith in the brand & the Lookers Group.

Great as usual