Dear AndrewRe: Booking number 52233Further to our telephone conversation this afternoon, may I firstly apologise for being so upset.It was such an important day for our family and hugely inconvenient to have to put the Car in last night.The sequence of events are thus1. 30th October attended Lookers spoke to Manu as amber warning light appeared with the message ‘Electronic parking brake fault’. She advised it was probably electronic parking brake switch and she would order one and I’d have to wait for a week until today and put the car in.At that time, I explained about the birthday celebrations and it was agreed. I could put the car in the night before so it would be worked on quickly.2 5th November -the fault light disappeared. I again attended Lookers and this time spoke with Harriet. I questioned whether or not I’d have to bring in on Friday as the faults wasn’t showing and she advised to err on the side of caution and still bring it in. Harriet stated it was probably an intermittent fault and they would put it on diagnostics. The last thing I asked her was has the switch arrived and she confirmed it had.3. 6th November 5:15 approximately I brought the car in Manu and Harriet both waved at me and I spoke with Mark and as it was the first time speaking with Mark I let him know about our celebrations today and that I would be required to drive my sister home and I would need the car back. He put a note that the car was to be ready by 2 pm on the 7th.4. At 2 pm I was called today by Manu who said they had run the diagnostics and it would need a new switch and they would have to order it.Obviously I was extremely upset, as it had been ordered on the 30th of October, and on the 5th of November I was told it had arrived.Manu offered little in the way of explanation and I said I was coming to collect the car.It was at this stage that my sister determined an Uber would be best to take her home and I called you.This was particularly upsetting as in April. We had three occasions where we were told apart had arrived and subsequently told it hadn’tSince Rey left, nobody has assumed the role of mobility agent, and there is no accountability.As advised by you, I went there and asked to speak with the service manager, I didn’t even want to go upstairs to see Manu and Mark came down to me advising me that the service manager was ‘too busy’ to talk to me which is the level of care I’ve come to expect.Mark was apologetic and I appreciate it’s not his fault but I’m now left in the situation of having to put the car in again and not understanding what happened to the part that had been ordered a week ago between Wednesday evening and today.I’m not even convinced the car was put on any diagnostics!I’m now at the point where I’m dreading going to Lookers and I’m going to have to surrender the car on another occasion and who knows what I’ll be told.I would appreciate if someone would speak with the manager with regards to this?I am very unwell and I attend Hospital 2 to 3 times a week and not having the car is very difficult.Thank you for your understanding Andrew and I hope you can help?Kind regards,Louise Raynshaw.LD25EBM

Got a call from the call centre quickly after my enquiry but no one follows up with this from the branch.

Dear Lookers Complaints Team, Re: Vehicle BG72 VZJ, Purchased 21 September 2024 from Battersea VolkswagenI have had a nightmare constantly chasing Javed Ali for basic information. His email of 12 September 2025 confirmed that the 24-month approved used warranty would commence on 16 November 2025 following the manufacturer's warranty expiry, providing full two years of coverage until 15 November 2027; however, the attached warranty document incorrectly lists the end date as 19 September 2026, rendering it 14 months short of the promised duration.Responsiveness has been very poor throughout the sales and post-sales process, with several weeks of delay for even the most basic queries, including 14 unanswered emails spanning 18 August to 28 October 2025.To resolve this, please provide:• A corrected warranty certificate clearly stating the period from 16 November 2025 to 15 November 2027; and• Written confirmation that the system has been updated to reflect this full 24-month coverage, ensuring no future claims are rejected.Yours sincerely,Rajiv Maroo

Dear Lookers Complaints Team, Re: Vehicle BG72 VZJ, Purchased 21 September 2024 from Battersea Volkswagen Your email of 12 September 2025 (Javed Ali) confirmed that the 24-month approved used warranty would commence on 16 November 2025 following the manufacturer's warranty expiry, providing full two years of coverage until 15 November 2027; however, the attached warranty document incorrectly lists the end date as 19 September 2026, rendering it 14 months short of the promised duration. Responsiveness has been very poor throughout the sales and post-sales process, with several weeks of delay for even the most basic queries, including 14 unanswered emails spanning 18 August to 28 October 2025.A corrected warranty certificate clearly stating the period from 16 November 2025 to 15 November 2027; and written confirmation that the system has been updated to reflect this full 24-month coverage, ensuring no future claims are rejected.

Hi Lee, this has arrived in James’ inbox. Can you please take a look.ThanksDebDebbie TonksExecutive Assistant to Thomas McAlindon, Commercial Operations Director | Claire Price, Marketing DirectorHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07779 901655lookers.co.ukFrom: Steve HolmesSent: 29 October 2025 18:16To: Emma KiddCc: James BrearleySubject: Re: Your Lookers Used Volkswagen Enquiry CRM:02816060External Sender: Confirm legitimacy before acting.Again my regular email to get a refund of my refundable deposit - James, I’d appreciate someone calling me to discuss on my number below, this is no way to run a business unless you don’t want to refund your customers’ money?On 7 Oct 2025, at 08:45, Steve Holmeswrote:Hi Emma - this is my regular email to Lookers to flag that the £99 “refundable deposit” that I paid in the spring is still not refunded - who do I need to escalate this to?Can someone call me on 07968612621 and just talk to me about how to send it back?Thanks,SteveOn 16 Jun 2025, at 10:31, Emma Kiddwrote:Good morning,I have passed this over to the branch to see if they can help with this.Have a good dayThanksEmmaEmma KiddCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDwww.lookers.co.ukFrom: Steve HolmesSent: 15 June 2025 22:32To: Emma KiddSubject: Re: Your Lookers Used Volkswagen Enquiry CRM:02816060Hi - please can you call me tomorrow to help me get a refund?My number is 07968612621.Thanks,SteveOn 25 May 2025, at 16:58, Steve Holmeswrote:I still haven’t received a reply to this or a refund of the £99 - please can you contact me so it can be sent back?On 25 Apr 2025, at 10:48, Steve Holmeswrote:Hi there - I tried calling but no answer.I’ve decided not to go ahead with this purchase, so please can you cancel the reservation and return the £99? Please call me on 07968612621 with any questions.Thanks,SteveOn 22 Apr 2025, at 17:52, Steve Holmeswrote:Hi Emma - please can I discuss with someone tomorrow?My number is 07968612621.Thanks,SteveOn 22 Apr 2025, at 08:17, Emmakidd Lookerswrote:Dear Stephen,Thank you for your enquiry regarding the Volkswagen Golf at Volkswagen Battersea, 100 York Road, Battersea, SW11 3RD, where we pride ourselves on delivering world class customer service. I'd like to take this opportunity to compliment you on your choice of vehicle.The Golf is currently available and I'd like to arrange a visit to our branch at a suitable date and time to discuss your enquiry, price and how we can support in funding any purchase. As well as enjoying a test drive, our team could also carry out a comprehensive, professional appraisal of your existing vehicle to let you know exactly how much we could offer should you wish to part exchange.We are also delighted to offer a Virtual Appointment or send you a fully personalised video of the car. The benefits of a video call prior to your appointment at branch include the opportunity to ask any questions, and you can familiarise yourself with the vehicle ahead of your test drive.Designed to give you complete confidence and peace of mind all our used vehicles are part of the Volkswagen Approved Used Car Programme and come packed with added value as standard.- Comprehensive Multipoint Check- Service History Checks- 1 year unlimited mileage warranty- 1 year roadside assistance- BEV Battery Health Check- A 30 day/1000 mile no quibble exchange policy- 5 days VW drive away insurance- Independent vehicle history check and mileage tests- Plus, if you opt to use Volkswagen to finance your vehicle, your next 2 scheduled services will be included and your warranty and roadside assistance will gain an extra year.I have attached two links below to videos that will explain the benefits of the Volkswagen Approved Used Scheme:Approved Used: https://www.youtube.com/watch?v=HVDgUwk9Z8MApproved Used Plus: https://www.youtube.com/watch?v=OsDMiMza4xIWe offer multiple funding options through Volkswagen Financial Services. I have attached a link below to a video explaining what we offer, so you can see what would be most suitable for you.https://www.youtube.com/watch?v=YKfCyHUgP_sIf you have any further questions, please don’t hesitate to contact me back on the number below or by replying directly to this email, I’d be delighted to help.Kind regards,Emma Kidd | Customer AdvisorLookers Volume Customer Contact CentreT: 0333 207 4144E: EmmaKidd@lookers.co.ukwww.lookers.co.ukEmma KiddCustomer AdvisorVolume Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDwww.lookers.co.uk

This is the third time I’ve been asked for feedback, I answered the first one but please stop sending them, it’s detracting from the great job you did!

To whom it concern,I bought this vehicle from your battersea branch in July of this year brand new. Within a week the engine light came on i bought it back to your showroom.You attended the car and it was assumed okay. Then about a week later it came on again, my timelines may not be excat here and i am happy to confirm the exact dates with you.It was at this point that i clearly told the showroom that i no lonmger wanted the car as it is unreliable and i drive a lot for my work and didn't want a car with a light showing as although the car is new now the light may show in six months and be a problem moving forward.However i was discouraged hugely from this basically as if it wasn't an option to return the car, since this the car has been back and forwards in the garage.Honestly moving forward i have los faith in that car and am certainly not enjoying the experience of buying a new car at this moment in time.If someone can please explain the next steps as i would like to return this car, please note i am happy to take another car at similar value or any other options available.Please let me know the next steps in this process.kind RegardsEmmanuel Fadayomi

I HAVE LONG APPRECIATED THE EXCELLLENT SERVICE I USUALLY GET FROM BATTERSEA LOOKERS WHICH IS WHY I KEEP MAKING LONG AND INCONVENIENT JOURNEYS TO GET TO YOU.LAST WEEK I BOOKED FOR A SERVICE AND MOT BUT IT HAD TO BE ABANDONED BECAUSE YOU SERVICE RAMP/LIFT WAS BROKEN SO I BOOKED AGAIN FOR THIS MORNING. YESTERDAY I RECEIVED A REMINDER AND I CHECKED THAT THE RAMP WAS DEFINITELY WORKING AND I WAS TOLD IT WAS.I DELIVERED THE CAR ONLY TO BE TOLD THAT THE RAMP WAS NOT WORKING AND THE CAR WOULDNT NECESSARILY BE READY TODAY.HAVING BATTLED THROUGH RUSH HOUR TRAFFIC I FOUND THIS PRETTY EXASPERATING AND SAID I THOUGH THIS WAS PRETTY CRAP SERVICE AT WHICH POINT A MR MARK DIAMOND HURRIED OUT OF HIS OFFICE TO DISPUTE THAT IT WASN'T CRAP SERVICE. I SUGGESTED 'LOUSY' SERVICE. HE DISPUTED THAT TOO AND SUGGESTED IT WAS A 'THIS-IS-THE-WAY-THINGS-SOMETIMES-ARE' SERVICE AND THEN LAUNCHED INTO AN ATTACK ON THE NATIONAL HEALTH SERVICE FOR PROVIDING 'A CRAP SERVICE'.THERE WAS NO HINT OF APOLOGY IN HIS ATTITUDE. I FELT MY TREATMENT WAS PRETTY OFFENSIVE. I THINK A BIT OF HR FUNDED TRAINING COULD COME IN USEFUL HERE: THE MODULE THAT GOES: HOW TO DEAL WITH A CUSTOMER WHO HAS GOT UNDERSTANDABLY CROSS BECAUSE HE HAS BEEN GIVEN FALSE INFORMATION BY ONE OF YOUR COLLEAGUES.I AM WRITING TO ASK YOU TO LET ME KNOW IF YOU ARE HAPPY WITH THE TREATMENT I RECEIVED MEANWHILE COULD YOU GET THE CAR WHICH YOU SOLD TO ME FIXED UP AS WELL AS YOU USUALLY DO AND KEEP ME RELIABLY INFORMED ABOUT ITS READINESS.SO WHAT DO YOU SAY CHIEF? THANK YOU, MARK LAW

Hi, I had a warning light on my dash and wanted to get it investigated fixed. I have previously used Lookers Wimbledon and never had any cause for complaint and thought Battersea would be the same. How wrong. My car was booked in at 08:00. It did not make it to the workshop until gone 2pm. The inspection was not completed in the timely manner so had been advised when booking and I didn’t receive the report until after 5:30 and I had to go to the expense of a cab home. There were no available courtesy cars. On review of the quote it was clear that this garage was out to give high quotes. They quoted £400+ for wheel alignment. My sharan is not even a 4 wheel drive. My local garage charges £50. This has destroyed my trust in Lookers. I know that the clock pin was about the right money but knowing how far off the mark the alignment quote was I don’t feel I can trust anything contained in that quote. I will not use any Lookers again. That was the most expensive car wash Ihave ever had at &180 for the diagnosis that I am unable to trust. Perhaps they saw Dr and thought I’d be loaded / stupid or both?

Cust has had several problems with the vehicle, you have had the vehicle in for approx 3 months and have not heard anything from you at all. Cust has a formal complaint going through VW. The cust has been informed that Lucy is dealing with the car, but is not getting anything from her either. The cust has been paying for the vehicle and has not been offered a cc at any point. The customer is asking for a call back today as she need to sell the vehicle back to the dealership where she bought it.