Dear Lookers VW Customer Service,I am writing to formally raise a complaint and submit a claim regarding a Volkswagen Tiguan vehicle purchased from your dealership on 26 April 2023 for £24,125, with a mileage of 24,760 at the time of sale, registration plate number AK69 VMW.The vehicle was sold following your inspection and review, and was represented to be in excellent condition. Since purchase, the car has had a full service history, and has been maintained appropriately. However, over the past month, we have experienced emergency gearbox issues, and have now been informed that the entire gearbox and sensors require replacement. The current mileage of the vehicle is 40,475.This is an automatic transmission vehicle, and it has not been operated in manual override or sports mode. Given the age, mileage, and usage of the car, this fault is not consistent with the level of quality and durability that would reasonably be expected of a vehicle of this type and age.We understand that this may be a known fault with this model, and as such, we are asserting our rights under the Consumer Rights Act 2015. We believe the fault was present at the time of purchase, and therefore we are rejecting the vehicle on the grounds that it was not of satisfactory quality.We request that you either:• Repair the vehicle at no cost to us, or• Provide a full refund of the purchase price.As a family, we have been loyal customers of Lookers for over 20 years, having purchased four vehicles from your dealership—three new and one second-hand. This experience has therefore been particularly disappointing and undermines the trust we have placed in your brand.Please treat this matter as urgent. We expect a response within 14 days of this email. Should we not receive a satisfactory resolution, we will consider escalating the matter through Trading Standards or pursuing legal action.Yours sincerely,

Dear Volkswagen Looker’s Team,Re: vehicle registration number FR11UUNI am writing to formally raise two concerns following my service visit on 24th September 2025, regarding a repair to the lower bracket on the driver-side passenger door.1. Billing Concerns:When I booked the service, I specifically asked whether the labour charge could be prorated based on the actual time spent on the repair. I was told this was possible. The service was booked for 2 hours of labour at a quoted cost of £188 + VAT.However, during my visit, the repair was completed in 1 hour, yet I was still charged the full £188 + VAT. This is not what I was quoted or agreed to, and I find this both misleading and unacceptable.2. Damage to the Vehicle:While the bracket was successfully fitted and the door is now functioning, I was extremely disappointed to find that visible scratches and damage were caused to the bottom of the door during the repair.This cosmetic damage was noticed immediately as I got into the car. However, as the keys were handed to me around 5:30 PM—near closing time—and the main customer service team had already left, I was unable to raise this in person.It was already dark by the time I got home, making it impractical to take photographs, but I will do so in daylight tomorrow and follow up this email with supporting images.This level of service and damage is not what I expect from an authorised Volkswagen dealership, and I am deeply disappointed. I would like to formally request that Volkswagen take responsibility and provide a resolution for both the overcharge and the damage caused to my vehicle.I look forward to your prompt response on both matters.Best regards,Ana

Maurice provided me with exceptional customer service in a friendly and professional manner. He was very helpful and provided all the information I needed. Although now is not the right time for me to purchase a new VW Polo, I will certainly return in the future to get my first car from Maurice.

The sales assistant Joe was very helpful and took time to answer my questions

FRIENDLY AND PROFESSIONAL

Jack was really helpful in showing us the T-roc and explaining all the model differences and options. Thank you!

Jack was very helpful.

Mehdi contacted me. He is an extremely kind, polite, and knowledgeable car salesman. There was nothing he couldn't answer. I appreciate his work and although the deal didn't work out, I would wholeheartedly recommend him to anyone.

Jack has been fantastic. Really patient and supportive with our look for a car.

Our initial experience was professionally handled.