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Polite and helpful....

I am writing to formally request termination of my current agreement relating to the purchase of the 72-plate Volkswagen Tiguan Allspace.When purchasing the Allspace, I part-exchanged my previous vehicle, a Nissan Qashqai, and paid an additional £3,261.56. Volkswagen also settled the outstanding PCP balance on the Qashqai (approximately £14,000). At the point of sale, I also purchased an extended warranty, dents and alloy cover, and a service plan. I repeatedly asked for a copy of the service history and was eventually advised that the vehicle did not come with a physical record, and that service information would be available online.Approximately eight weeks after taking ownership, the engine warning light illuminated. I immediately booked the vehicle into your Volkswagen workshop for 14th October. I remained at the dealership that day, expecting the repair to be completed, but was informed late in the afternoon that the fault could not be identified. I was provided with a courtesy car (a Volkswagen Polo) and told that further investigation would take place the following Monday.When I did not receive an update, I contacted the service desk on the Tuesday. I was informed by Manu, my service point of contact, that the mechanics were still unable to identify the cause of the fault and were consulting with the manufacturer. I explained that the Polo was too small for my family, as I require two car seats. Manu arranged for a larger courtesy vehicle to be delivered to my home. A 75-plate Tiguan was delivered on 21st October, which I have been using since.Over the past month, I have been made aware that the previous owner of the Allspace had been part of the Motability scheme and that—unbeknownst to the dealership at the time of sale—the engine had been replaced by Motability with a non-Volkswagen engine. As a result, the engine fault cannot be diagnosed or repaired through normal Volkswagen diagnostic processes.I spoke with Peter Williams in Sales during the week commencing 10th November. He was not aware of the full history of the issue. I explained that I wished to end the agreement and obtain a replacement vehicle. He informed me that the matter had been escalated to senior managers, who were in discussions with Motability regarding responsibility for repairs, and that I would need to wait for a resolution.This situation has caused significant inconvenience. I only sold my Qashqai because my husband recently passed his driving test and we required an automatic vehicle. We have three children aged 15, 7 and 4. While we appreciate the courtesy car, we remain mindful of the £500 excess associated with the insurance, and as a new driver my husband is reluctant to use the vehicle for fear of any minor damage.After seeking advice, I understand that under the circumstances I am fully entitled to request termination of the agreement and reject the vehicle.Consumer Rights Act 2015 – Failure to RepairAs the fault occurred within the first six months, it is legally presumed to have been present at the time of sale. You have had a reasonable opportunity to repair the vehicle (over six weeks), and the fault remains unresolved. This means the vehicle has not been supplied in a satisfactory condition, fit for purpose, or as described.I am therefore formally exercising my right to reject the vehicle.I request:1. A full refund of the £3,261.56 I paid;2. Termination of the current agreement; and3. A new agreement for a replacement vehicle, should Volkswagen wish to proceed.Financial Conduct Authority (FCA) – Treating Customers FairlyAs this is a regulated finance agreement, FCA TCF principles apply. Expecting me to continue within an agreement for a vehicle that is unfit for purpose and cannot be repaired constitutes a breach of:• TCF Outcome 1 – Customers must be treated fairly;• TCF Outcome 6 – Customers must not face unreasonable barriers when seeking to exit a product.WarrantyThe vehicle is still within its warranty period. As the fault cannot be repaired despite extensive time in the workshop, a replacement or termination is the appropriate and necessary outcome.Resolution RequestedGiven the above, I request:• Immediate termination of the agreement for the defective vehicle;• A full refund of my £3,261.56 contribution;• Support in arranging a replacement vehicle or new agreement, if Volkswagen wishes to retain me as a customer.As the vehicle has now been unavailable for almost as long as I owned it, I require written confirmation of your proposed resolution within 7 days. With Christmas approaching, I am keen to resolve this matter promptly and amicably. Should this not be possible, I will have no option but to escalate the complaint to the Financial Ombudsman Service and seek redress through my statutory rights.

My car was called in for a recall on a part.They quickly and efficiently replaced the part and I had my car back the following day. They did offer a courtesy car for the day however living in London I wouldn’t have had anywhere I could park it so I declined and asked to be reimbursed for my short taxi travel to and from the garage instead. Given this recall is not my fault I didn’t think it was an unreasonable request seeing as I am now out of pocket for the travel costs. On the phone when booking I was told to ask about said reimbursement at the garage when I dropped my car off. I asked and was told a manager would give me a call later that day to discuss. No such call ever came.While changing the part they did a health service on my car and highlighted some “urgent” jobs that they suggested doing totalling roughly £700+. All mostly cosmetic jobs: missing wing mirror covers, missing wheel rims, wiper blades not wiping very well. It’s important to note the wiper blades worked absolutely fine however they didn’t do a great job of cleaning all the rain and just needed replacing at some point. My cars almost 20 years old so some things are not worth replacing. One job they highlighted was a rumbling noise and suggested paying £200+ to have it investigated, I knew of this issue and was planning to take it to my usual MOT garage. I declined all of these expensive jobs and instead went to my local MOT garage (wadhams in Putney btw, I would highly recommend them) who checked out the rumbling, tightened a few things and send me on my way within 10 minutes free of charge and no more rumbling, I hate to think what the final bill at VW would have been..The next day I’m driving on the Motorway at 5am I’m the pitch black when it starts to rain. Not ideal as the only other vehicles on the road at this time were huge truckers that were spraying my tiny car with rain splash. I turn on my wipers and one of them flies straight off the metal wiper rod and gets wedged into the bonnet on my car. Now I have one wiper working as normal and on the other side a metal rod scraping against the windscreen of my car making an almighty grinding noise and scratching my windscreen. I had no choice but to pull onto the hard shoulder to deal with the problem which was not at all safe in the pitch black, heavy rain with trucks flying past.On inspection I can see that whilst my car was in the VE garage (and I assume during their complementary health check) someone has broken the wiper arm connection and the wiper is not actually even connected to the metal wiper arm of my car and I can only assume it has just been put back in place in the hope I wouldn’t notice.I didn’t notice and this only became apparent as I drive down a motorway the next day in the pouring rain and pitch black.I will add I have been using my wipers a lot in the rain recently and I have never had a problem using them until coincidentally the first time I turned them on after having been in the VW garage.Maybe a simple mistake from a mechanic but it is absolutely shocking that someone did not replace the blade and leave it in a safe condition for me to drive.I now have a scratched windscreen and broken wiper blades that I have to deal with.I called the garage to tell them what happened and said I would buy some new blades and they can reimburse me for them. They said this is not possible and that I have to bring it back to the garage again and they will see what they can do. They did note that the health check states an issue with the wiper blades (already trying to get out of replacing them) which is correct, however it only mentions that they “are noisy in operation” and does not state anything to do with the fact they are broken and will fail when used and then scratch up my windscreen.In short - Multiple failures of customer service, outrageous prices, broke my wipers and sent me onto the road in a dangerous condition all because they had to recall their faulty airbags.Best regardsJake LeachCapability Graham

Was seen quickly and had a test drive

Misleading information about cars to try and deposits

Apart from reception and coffee machine, no one willing to attend walk in customers. And if un wanted customer they attend then they don’t have good presentation while showing cars.

Dear Lookers,I had a service and MOT done at lookers VW BatterseaPros- Rachel oversaw the process- I enjoyed the professionalism of the staff who handled my call- I appreciated those who applied for discount to the expensive updates to my car- The video explanation from the technician was thorough detailed and helpfulCons- I had the privately car washed on the day I gave it to lookers, I also agreed to have it washed via lookers when asked. I was Infact hoping that with a second wash and vacuuming it would come back even shiner. In actual fact, the vehicle came back much dirtier than when I handed it over with oil stains and black smear marks on the actual vehicle. The inside was no cleaner than when the car wash has done it. I was disappointed it didn’t look like it had had a second clean at all. Infact, looked like it became dirty in the workshop due to the works I had done to the vehicle.- When I came to collect the vehicle, no one showed me to my car. I was advised it was ‘at the front’ I wondered around for a good while in the car park attempting to locate it and even went onto the ‘front’ main road when I couldn’t find it. With all the staff at VW lookers, and the huge cost for my parts it would have been far more professional and nicer for someone to show me to my vehicle- When I entered the car, it had 0 miles in it. It would have been helpful to be warned of this as it was alarming to discover. I went back into the workshop to get advice from the first VW personnel I saw. He advised that this would get me to the nearest petrol station and not to worry. But it made me quite nervous as I have never driven with zero miles before.- I think communication, a positive handover and a clean vehicle was lackingOverall I think the service was pretty good but actually the hand over, the condition of the car kind of took away from the previously positive experienceThanksShani

Couldn't be more helpful

Our car’s paintwork was damaged while it was in your care for servicing on Friday, 31st October. We noticed the damage upon collection and reported it in person before leaving. At the time, we were reassured that someone would be in touch to resolve the issue, but we have yet to receive any update or apology.While we understand that accidents can happen, we are extremely disappointed by the lack of communication and effort to rectify the situation. Despite several follow-up calls from our side, no progress has been made and no one has returned our calls.The damage itself is inconvenient, but the repeated need to chase for a response has made this situation even more frustrating and time-consuming. We had hoped this matter would be resolved quickly.As we are now in the process of moving from London to Sheffield, we request that the necessary repair work be arranged through a dealership in Sheffield.We would appreciate confirmation of how you intend to proceed as soon as possible.