Subject: Complaint about diagnostic service and request for Service Manager call backDear Lookers Battersea,I am writing to raise a complaint about the diagnostic appointment for our car yesterday morning. Vehicle registration Number LE21OMCWhen I first arranged the appointment, I was told that the diagnostic check may be covered under warranty. I was also told that if the car was under warranty, the diagnostic would be free, but if not, the cost would be £150.We paid the £150 fee, but my son explained that the service he received was not helpful. He said the car was washed and a tyre check was completed, but no one clearly explained the diagnostic findings to him or what the next steps should be.This is concerning because it does not match the first diagnostic check we had with another mechanic. That diagnostic mentioned several faults and said these are usually caused by a weak 12V battery, most likely. However, this was not mentioned or explained during the Lookers diagnostic appointment. As a result, the car is still not performing as it should, and we do not feel the issue has been properly explained or resolved.I called Lookers yesterday and spoke to Maurice, who booked an appointment for a car valuation and arranged for us to speak to a Service Manager about the complaint. Unfortunately, we were unable to attend this morning. I called again and spoke to Maurice, who advised that the car valuation could be completed remotely and that he would email the Service Manager to contact me.I have not heard back yet. Please can a Service Manager contact me as soon as possible to discuss:• what diagnostic checks were carried out;• why the outcome appears different from the previous mechanic’s findings;• whether the diagnostic should have been covered under warranty;• whether the £150 fee should be reviewed or refunded; and• what needs to happen next to resolve the faults with the car.I would appreciate a response today, or as soon as possible, as we need to understand what is happening with the car and how this matter will be resolved.Kind regards,Tarina Evans

Bad communication no car available for test drive even though I stended a VIP day.

Customer service was non existent

Dear Sir/Madam,I am writing to formally notify you of a serious motorway collision involving my Volkswagen, registration LE73 FDN, on 10 July 2026.While travelling at approximately 60–70 mph in the outside lane of the motorway, the road ahead was clear with no obstruction or vehicle requiring emergency braking.Without warning, the vehicle emitted a loud forward collision warning alarm before braking heavily and coming to a complete stop. I did not intentionally apply the brakes. As a direct result, the vehicle behind was unable to stop and collided with the rear of my vehicle.I believe this incident may have involved an unexpected activation or malfunction of the vehicle’s driver assistance systems, including Front Assist and/or Automatic Emergency Braking.I formally request that all evidence relating to this incident is preserved immediately, including but not limited to the Event Data Recorder (EDR), diagnostic logs, software information, calibration records and all driver assistance system data.Please ensure that no software updates, resets, repairs or disposal of the vehicle take place before this evidence has been preserved wherever possible.My vehicle is currently subject to Volkswagen Financial Services finance. Should the investigation conclude that a defect caused or contributed to this collision, I will seek recovery of all losses arising from the incident, including any financial shortfall not covered by my motor insurance.Please acknowledge receipt of this email and confirm that a formal investigation has been opened and that all available electronic evidence has been preserved.Yours faithfully,Nichola Douglas

Great service

You are cancelling my appointmentBecause you don’t have a oilThat is not goodRegardsValentin Susurkov

Good evening,I hope you are well.I am writing to formally express my disappointment with the service I have recently received from Lookers Volkswagen Battersea.I have been a loyal Volkswagen customer for the past seven years and have always chosen to have my Polo serviced at your dealership because I expected a high standard of professionalism and customer care. Unfortunately, my experience this year has been extremely disappointing.I booked my MOT and annual service for Monday, 29 June. Around four weeks beforehand, I was contacted by your booking team to confirm the appointment. During that call, I explicitly requested that three tyres be replaced and that a dash cam be supplied and installed.Over the following four weeks, I sent four emails requesting confirmation that everything had been arranged. None of those emails received a response.The week before my appointment, I called the dealership again to follow up on the dash cam. Only after two further days was the order finally placed (on Friday, 26 June). At no point was I informed that the dash cam required five working days to arrive. Given that everyone involved knew my appointment was scheduled for the following Monday, this information should have been communicated well in advance.On the evening of my service appointment, I was informed that the dash cam had not arrived. Surprisingly, nobody mentioned this when I checked the car in that morning. I was also told that the dealership did not have the tyres I had requested in stock, despite my having asked for them four weeks earlier.One of the main reasons I choose to have my vehicle serviced at an authorised Volkswagen dealership is because I expect the appropriate parts to be available or, at the very least, ordered in advance. It was therefore extremely frustrating to discover that neither the dash cam nor the tyres had been properly planned for.To make matters worse, when I asked whether the alternative tyres being recommended differed in performance from my existing tyres, the front desk staff were unable to answer the question and repeatedly stated that they did not know which tyres were fitted to my vehicle. As a result, I decided not to replace the tyres and will now have to arrange this elsewhere.The dash cam installation was rescheduled for today. I was assured that I would be kept updated throughout the day. Once again, no one contacted me.At 4:15 pm I had to call the dealership myself to ask for an update. No one could tell me the status of the work. Thirty minutes later, having still received no information and with the dealership due to close at 5:00 pm, I called again. Only then was I informed that my car would not be ready that day either.The overall level of service has fallen well below the standard I expect from an authorised Volkswagen dealership. More disappointing still has been the lack of communication throughout the process. On every occasion, I have had to chase for updates myself, and I have rarely received clear or proactive information.What should have been a straightforward one-day appointment turned into four days of disruption simply because the work had not been properly planned or communicated. Time has value, and the repeated delays have caused significant inconvenience to both my personal and professional life.After seven years as a loyal customer, I feel genuinely let down by the way this matter has been handled. I have received neither the level of service I paid for nor any acknowledgement of the inconvenience caused.I would appreciate a response explaining how this situation occurred and what steps Lookers intends to take to address both my complaint and the disruption I have experienced. I also believe it is appropriate for some form of goodwill compensation to be considered in light of the poor customer experience.I look forward to hearing from you.Kind regards,Barbara Colombo

Dear sir and madamI was booked for recall on my ID4 with lookers on Monday 6th of July 2026.The booking made month before. Lookers promised me for courtesy car on my arrival on 6th July 2026 service department lady courtesy car is not available i ask why didn't you inform me earlier then ask her is there any other way. I travelled 10 miles and her answer was sorry. Location wasn't very helpful for me to travel back.I been though lots of problems and spent £60 to get back home.It's all because of false promise.

Very nice Vw dealership.Jack very helpful - unfortunately I couldn’tdeal at that time.

Very disappointing service received from Lookers Battersea (sales department) and Lookers Guildford (service department) A simple task of ordering a spare key (Battersea) took 4 months of numerous phone calls and chasing because of incompetence and lies. Once received in Guildford they ‘re-coded’ the original (working) key and not the new spare. Goodness knows what they would do if they had to deal with a real problem!