Dear Dealer General ManagerI am writing to make a formal complaint regarding my new Volkswagen Tiguan Match, registration LF74JMZ, supplied by Volkswagen Battersea on 7 February 2025.Faults from day one (unresolved)From the day of delivery the vehicle has suffered ongoing software-related faults including:• Battery drain / non-start concerns• Emergency braking applying unexpectedly• Driver assistance faults (false detections / warnings and “driving assistance faulty” messages)These issues have caused significant inconvenience and loss of confidence in the vehicle. I was left stranded twice and required breakdown recovery on:• 03/03/2025• 31/03/2025Repair history / ongoing positionThe vehicle has been returned for repair on at least two occasions, including an in-house repair visit on 28/04/2025 and a further visit in January 2026 when I was advised new software updates had been applied (last visit ended around 21/01/2026). Despite this, the warning(s) returned again within two days of driving (appearing and disappearing), confirming the fault has not been resolved.I also have over 10 email correspondences requesting to return the vehicle and raising ongoing concerns, with repeated replies stating you are “awaiting software updates”. Waiting indefinitely for future updates is not an acceptable resolution for a new vehicle that continues to present safety-related faults and reliability issues.My requested remedy (Consumer Rights Act 2015)Given the vehicle has not been successfully remedied within a reasonable time and has caused significant inconvenience, I am asserting my rights under the Consumer Rights Act 2015 and request that you confirm how you will resolve this matter, either by:• agreeing rejection of the vehicle and arranging return / unwinding the agreement (noting that a lawful deduction for use may apply for a motor vehicle), OR• providing an appropriate price reduction / compensation reflecting the ongoing faults, loss of use and disruption.Safety confirmation requestBecause the faults include emergency braking and driver assistance errors, please confirm in writing within 7 days whether you consider the vehicle safe to drive in its current condition.DeadlinePlease provide your written resolution proposal within 14 days of this email. If I do not receive a satisfactory response, I will escalate the matter to The Motor Ombudsman and through the Volkswagen Financial Services complaints process.Kind regardsCephas Nkomo

To the General Manager, Lookers Volkswagen Battersea,I am writing to formally lodge a complaint regarding the unacceptable level of service I have received following the purchase of my Volkswagen Tiguan (Reg: LB71 GYP) in April 2025 at the Battersea branch.The IssueDuring the initial test drive, I informed your Senior Sales Executive, Javed Ali, that one of the cup holders was faulty and failing to contract. I was given a verbal assurance that this would be repaired prior to my collection of the vehicle.Upon collection, the issue remained unresolved. Mr. Ali explained that the parts had not arrived in time but personally guaranteed he would contact me to book the repair as soon as they were in stock.The Failure of ServiceSince April 2025, I have made exhaustive attempts to resolve this:Email Correspondence: I have sent six follow-up emails and have still not got a resolution.Phone Calls: I have called the dealership on multiple occasions. Each time, I was promised a callback from Mr. Ali or a manager; none of these calls have materialized.Marketing Contradiction: While my requests for service are ignored, I am paradoxically bombarded with marketing emails for "VIP events" to purchase new cars. It is insulting to be invited to spend more money when you have failed to honour the contract of my current purchase.My ExpectationsI paid nearly £30,000 for this vehicle. While a cup holder may seem minor to your team, the total lack of accountability and communication for nearly ten months is a significant breach of trust. It appears that once the sale was finalized, the commitment to customer care ceased entirely.I look forward to hearing back from you and finally getting a resolution!Kind regards,Angela

See above

Dear Mr John Sands,On 9th September we purchased a Passat R Line KY25UOP.On the 13th November had to return the car due to Computer failure, which took 6 days to repair.While there I,mentioned that the driver seat was badly damaged on the side, and the roof had a bad mark on it. A date was arranged,but due to problem getting someone to do the roof, we finally arranged a date of 22nd January.So on the 22nd Jan, we were booked in with a nice Chinese girl (I think).she said someone would keep in touch.Not a word from anyone.So I rang at about 4pm on the 23rd. ended up speaking to someone in Newcastle, he finally told us the car would be ready at 5 30pm.My husband and I are nearly 80 years old, and disabled.We had a 10 minute walk to the bus stop, 2 buses later we eventually arrived at 5.55pm later than expectedWalking to the desk, an abrupt what's your reg, she then phoned someone, said car is downstairs. Not the reception I expected.Downstairs I asked if everything was ok reply. Don't know I'm just the driver .I've been reading your reviews all good, but not what we had, before we even got into the car the lady was on her way homeI'm sorry if she was late, but I would expect better from VOLKSWAGONIf someone had bothered to phone us we would have been there earlier.Finally,the mark on the roof has not been removed.So Mr Sands would like a reply please07375621438Anne Matthews

The vehicle went in for a series of repairs in December. Our customer, Rivervale, has asked why the investigative work into the wing mirrors was not covered under warranty.This is how it reads on 1link:Checks - Check, Investigate & Report - Wing mirrors not folding in and out - £71.25When we spoke to the site, they said that the work was not covered under warranty because no warranty fault was discovered during the tests. However, given that the vehicle is still in warranty, along with the fact that the driver had noticed this fault, would Lookers be able to credit this charge on 1link?

Water ingress was dealt with October 2024 Paid £1100 Now customer is saying she has water ingress still coming in front well , so asking why is she having to pay again. Vehicle is booked in for 2days 2nd Februarys 2025. Customer would prefer a phone but if cant answer please sent her an email.

MOT and service. A battery check all carried out very professionally.

Team just never got back to me despite following up.

I am writing to express my disappointment following the purchase of my third Volkswagen Tiguan. Unfortunately, I am experiencing several issues that should not be present in a vehicle of this standard, and I require these matters to be addressed promptly.1. Infotainment System / Primary User RecognitionThe system does not recognise me as the primary user because I do not have the required S‑PIN. I specifically requested this during my recent service appointment, yet the vehicle was returned to me without the S‑PIN being supplied. This oversight has left key functions inaccessible and is unacceptable given the clarity of my request.2. Overly Sensitive Safety SystemsThe latest Tiguan model appears excessively sensitive. The vehicle engages sudden and unnecessary emergency braking when it perceives nearby cars or even when manoeuvring close to a kerb. This behaviour is disruptive, unsafe in certain situations, and undermines confidence in the vehicle’s driver‑assistance systems.3. Reversing Issue / Engine Cut‑OutWhen attempting to reverse, the car intermittently switches off despite there being no debris or obstruction. It can take a considerable amount of time before the vehicle will reverse properly, causing significant inconvenience and frustration.These issues are not consistent with the quality I expect from Volkswagen, particularly as a repeat customer. I request a thorough investigation and a clear plan to resolve each of the concerns outlined above without delay.I look forward to your prompt response.

Thank you for all your emails/follow ups. I bought the car a year ago and didn’t get one follow up, and for a service I get bombarded.The service was fine although it would be nice to have the option of actually speaking to someone rather than emails/apps as your chosen form of communication. Going back to an old school format would make the whole process much more palatable.RegardsClare