Very well. I was particularly grateful that the MOT test only took an hour and saved extra travelling for me. Was also good having the extra climate control cleansed and new battery

Lewis was very helpful and I am very pleased with the car

Dear Sir / Madam at Vehicle Complaints,I am writing to formally escalate a complaint regarding a vehicle purchased from Lookers Volkswagen Battersea.I previously contacted Lewis Colebrook on 16 February 2026 outlining several concerns regarding the Volkswagen T-Roc I purchased. I have waited patiently for a response or a phone call, however I have received no reply to the email and no phone call either. It is now 11th March 2026 so almost a month since my response to Lewis’s email wich he sent on the 8th February 2026.There was also no out-of-office notification indicating that Lewis was away on holiday or unavailable, which unfortunately leaves me with the impression that my email has simply been deleted or ignored.For context, Lewis was not originally the salesperson I had an appointment with. I had a scheduled appointment with another member of staff but he passed me to Lewis as i was waiting but the original salesperson was too busy, despite the appointment having been booked for a specific time with that man.For clarity, the following matters remain unresolved:Heated SeatsDuring the sales process I specifically asked Lewis, whether the vehicle had heated seats and a heated steering wheel. I was advised that the vehicle had front heated seats but did not have a heated steering wheel. I was content with the steering wheel not being heated but expected the vehicle to have front heated seats as advised by Lewis. However, the seats do not appear to be heated. Please confirm whether this vehicle should have heated front seats and advise how this will be resolved if the vehicle was misrepresented/misold.Test Drive. I am not sure why Lewis’s email below mentions Test Drive as it was not possible I did ask if I could see the car on the day I came to the VIP Event.I must admit this is the first car i have brought from a dealer where a test drive was not possible or offered.I was shown pictures on a laptop or iPad and advised that the vehicle was in storage and could only be shown on a computer system. As a result, this became my first vehicle purchase when I collected the car without being able to view or test drive the vehicle beforehand.Pricing, VAT and Finance DocumentationAt the dealership the vehicle price was discussed as approximately £32,000. Lewis went away to speak to the manager who I’m thinking was lucy cc’d in above. When he returned he quoted £28,000. However the finance documentation appears to show a significantly higher figure, close to £40,000 when considering the high deposit I paid towards this purchase. I’m wondering where the deposit has disapeared to and obviously what I got for the VW Golf. I’m assuming the price quoted to me was excluding VAT I was not made aware that the quoted price was excluding VAT or that the figures would appear in this way.I was more than shocked when i received documentation in the post from VW finance quoting around £36,000 when I imagined muuch less more like £22,000 taking into consideration the deposit and the car given.VW know that I am employed I do not have my own business so why was the correct price including VAT not quoted. Obviously I have to pay VAT I cannot claim it back like people who have their own business.Please therefore provide a full written breakdown of the transaction including:• Vehicle purchase price (including VAT)• Any VAT applied and how it was calculated• The exact part-exchange value applied to my previous vehicle• Any finance settlement paid on my behalf (if applicable)• Cash deposit paid by me• Amount financed through Volkswagen Financial Services• Total amount payable including interestDamageThere is also a scratch/chip on the rear door that I noticed after delivery. Please confirm whether this was recorded during the vehicle inspection and arrange repair if it was not documented.As my previous email has gone unanswered, I would appreciate a prompt written response outlining how these issues will be resolved.If I do not receive a satisfactory response within 5 working days I will consider escalating the matter further to Volkswagen UK and the relevant regulatory bodies.Lewis Colebrook & Lucy Powell have both been copied into this email for reference.Kind regards,Colin McKenzieOn 16 Feb 2026, at 18:22, Colin McKenziewrote:Hi Lewis,I’m following up about the T Roc I purchased. I’m unhappy with several issues that need resolving.• Heated seats/steering wheel: I specifically asked you if the car had heated seats and heated steering wheel and you told me it did have front heated seats but that it did not have a heated steering wheel which i was fine with the fact that the steering wheel was not heated, obviously I was expecting the car to have front heated seats as advised by you.The front seats do not appear to be heated. Please confirm whether this model/trim should have front heated seats and provide instructions if there is a specific activation procedure. If the car was misrepresented/misold, I expect this to be corrected.• Test drive I was not offered a test drive because the car was in storage and only shown on your computer so not sure why the question would be in the survey when it was not possible, not offered. I was advised that a test drive was not possible as I did ask if it was possible to see the car and was not made aware of that and this was my first car purchase without a test drive.• Price/finance paperwork: The documentation from VW Finance shows a much higher price and a VAT treatment I was not told about. At the desk you quoted approximately £32,000 the paperwork appears to show a significantly higher figure. quite close to £40,000 if you take off the deposit I paid.Please explain the discrepancy and supply a full breakdown of the vehicle price, VAT, fees, and the calculation used for the finance agreement.• Damage: There is a small scratch/chip on the rear door that I noticed. Please confirm whether this was recorded on the delivery inspection and arrange a repair if it was not documented.I would like your response in writing as well a phone call regarding points raised outlining proposed resolutions (price reconciliation or adjustment, confirmation/repair or fitment of heated seats, repair of the scratch, and any test drive/inspection options).I will be working from home on Wednesday and should be able to take a call in the afternoon possible in the morning.I look forward to hearing from you regarding these matters.Regards, Colin McKenzieOn 8 Feb 2026, at 11:55, Lewis Colebrookwrote:Dear Mr Mckenzie,I just wanted to take a moment to thank you again for choosing Lookers Volkswagen Battersea and to congratulate you on your brand new T-Roc!It was a real pleasure assisting you throughout the process, and I hope you're enjoying every moment behind the wheel. If you have any questions about your new car — whether it’s about features, settings, or anything else — please don’t hesitate to reach out. I’m more than happy to help.You should also receive a brief survey from Volkswagen in the coming days about your experience. If you have a few moments to share your feedback, it would be greatly appreciated.The survey will cover if we offered a test drive, if we used our iPads (digital tool) to configure or show you videos as well as a follow up after the handover and more.Thanks again, and I wish you many safe and enjoyable journeys in your new Volkswagen.The survey is a reflection of myself and how I have been in the process so I hope it can reflect positively. If you have any issues or anything preventing a 5 Star rating, please let me know ahead of the survey so I can rectify the issue.Kind regards,Lewis ColebrookSales ExecutiveLookers Volkswagen Battersea98 York Road | Battersea | SW11 3RDT: 020 7924 5544lookers.co.uk/volkswagen

Good

Feeling is old customers are not looked after

Could you please answer the first bullet point in the email below?Geoffrey Richards0207731339707771545308Sent from my iPhoneBegin forwarded message:From: Geoffrey RichardsDate: 24 February 2026 at 12:17:01 GMTTo: Battersea VolkswagenSubject: Re: How did we do?Thank you for asking. I do not normally respond to surveys, and certainly not to ones where my views may become public.In general I was satisfied with the service, but there are 2 issues I want to raise:• The service due message was not deactivated. It may be that I can deal with that through the menu etc, but it is annoying that (not for the first time) this was not dealt with on the day. Perhaps you could send me a link to a step by step deactivation process.• You were not able to deal with my iPhone linkage issue on the day. The young lady who came down from Reception tried really hard to get the link to work (no criticism of her at all) and in the end concluded that the connector wire was the issue, so I will have to go to an Apple Store and buy a new wire, hoping that it does the trick.I am always grateful to you for washing the car outside and cleaning it inside. For some reason it didn’t appear the boot had been hoovered, even if the rest of the car was.Kind regardsG W Richards020 7731 339707771 545308

Thank you for asking. I do not normally respond to surveys, and certainly not to ones where my views may become public.In general I was satisfied with the service, but there are 2 issues I want to raise:• The service due message was not deactivated. It may be that I can deal with that through the menu etc, but it is annoying that (not for the first time) this was not dealt with on the day. Perhaps you could send me a link to a step by step deactivation process.• You were not able to deal with my iPhone linkage issue on the day. The young lady who came down from Reception tried really hard to get the link to work (no criticism of her at all) and in the end concluded that the connector wire was the issue, so I will have to go to an Apple Store and buy a new wire, hoping that it does the trick.I am always grateful to you for washing the car outside and cleaning it inside. For some reason it didn’t appear the boot had been hoovered, even if the rest of the car was.Kind regardsG W Richards020 7731 339707771 545308

As usual you can't be bothered to reply to my complaint.Once again hiding, can't be responsible for your bad service.

It was very basic the customer service I was really given options it was a basic can help you come back when you’ve had the car a few more years

I was pleased with the servicing of the car when I brought it in on 10 February.No problem that your rep never came back re the body work for the car. I have since found somebody who will sort out the marks on the car and I will take it to this man who will sort it out.Thank you for the servicing.Daphne Hargreaves