Early in January 2026 I reached out to Lookers VW Battersea after seeing a 2019 VW Polo GTI+ they had available at a different site. I was connected with Jack Freedman who I have dealt with ever since.After going back and forth agreeing on dates, pricing, deposits, finance terms etc, I signed all the paperwork, paid the deposit and agreed to collect the car unseen on the 31st January. During the communications when buying the car, Jack originally told me that I would only need to pay £500 as a holding deposit until the date of collection where I would then pay the remaining deposit and the finance would all be signed. Despite this, the day before collecting the car Jack told me I must send the deposit over and sign everything in advance. Jack also told me that despite me never seeing the car, I was not entitled to a 14 day cooling off period which is completely incorrect and contradicts what the contract said since I was essentially buying the car via email. I also arrived at the branch to find that he had already contacted VWFS and approved the finance before I had even seen the car, once again contradicting what he told me over the phone. I decided to look past this at the time as I was happy with the car and had travelled a long way.On the 26th March, I got in the car in the morning and it would not start. I called VW Assist and a VW roadside technician attended. Upon testing the car, he informed me that multiple starter motor faults were present and he referred me to my local VW dealership which is Group 1 VW Southend. They spent around 2 days with the car and informed me that the battery was degraded and needed replacing. As the fault could not be replicated, that was as far as their diagnosis could go. I collected the car and had the battery replaced by a reputable local battery shop.The car was fine until the 5th April, when after driving for approximately 10-15 minutes, the car stopped at traffic lights with the start/stop system and would not come back on. I once again called VW Assist, the same few fault codes were present for the starter motor, and the technician escorted me to my local VW dealership again.Group 1 Southend once again investigated the car but said since they cannot replicate the fault, they cannot diagnose the issue. They had a technician drive the car for around 3-4 days but the fault did not present itself. At this stage, I informed Lookers Battersea and they requested that the car be returned to them for investigation. I was told by Jack and his after sales manager Jordan that since they sold me the car, they could go around the warranty requirements of 'proving the fault' and use their own best judgement to carry out a repair which would save me time. Group 1 Southend also agreed that this would be the fastest route. On the phone call with Lookers, the communication was below what I would expect from a main dealer. I told them that it would be unsafe to drive the car back and they said that it was my responsibility not theirs. Answers to my concerns were vague and abrupt. I collcted the car on the 10th April from Group 1 Southend and drove it back up to Lookers Battersea the following day which is around a 100 mile round trip for me.Upon dropping the car off on Saturday 11th April, when asking Jack at Lookers the approximate timeframe for repairing the car and the plan of action, I was not given a clear estimate on time. I was essentially told that it could be any amount of time and there was no reassurance that it would be dealt with as quickly as possible. I had a call with the master technician on the Monday and gave detailed reports of both times the car faulted. I also sent detailed lists of all fault codes that were presented in the car at the time of breaking down.These codes are -P167E00 - Start/stop system starting time overrunP305400 - Starter: component does not rotate, electrical/mechanical faultP06E900 - Starter faulty operationP06EF00 - Restart faulty operationAfter Lookers had the car for 2 days, I received a call to say that since Group 1 had cleared the ECU of the car, it was now impossible to diagnose the fault. Jack asked me to get the DISS reports from Group 1 Southend, which I did straight away and sent them over. At this stage responses from Jack became slower and I was given no confirmation on whether these reports were good enough.I gave it a couple of days and followed up on Friday 17th April, almost one week after dropping the car off. Jack got back to me and explained the same thing, that the technician could not find any issues with the car since it had been cleared. This completely contradicted what Lookers explained to me. They told me that they would be able to use my breakdown reports to diagnose the car but this now seems to be untrue. It also left me wondering why the DISS reports were needed if they have not changed the situation. I have given the fault codes and detailed evidence of what happened to the car, which I believe should be sufficient in figuring out what is wrong with the car.I have asked Lookers VW Battersea to explain to me what the plan is now that the car is cleared and the faults cannot be replicated and I have been met with vague responses. No plan has been explained and I am only being given rough timeframes with no accuracy. Jack has simply said maybe 2-3 weeks but 'sometimes these things take many months'. I have asked what the next step would be if the fault still cannot be replicated in 2-3 weeks and I have been given no answer. This completely contradicts what I was told before I collected the car from Group 1 and drove it back to Lookers. I was given the impression that because the fault is intermittent, their technician could make an educated assumption on what needs to be repaired. Ideally I'd like to be told in 2 weeks if nothing changes, they will draw their own conclusion, carry out repairs and return the car to me.Overall I am dissatisfied with the service I have received from the dealership. I do not believe it is acceptable to be without a car for upwards of 3-4 weeks in 2 and a half months of ownership. Currently, the car I was sold is not fit for purpose and I have not been given clear expectations on what is going to happen with the car I have bought.

Attentive staff, helpful and professional from the start.

Dear Sir/Madam,>>> Regarding my vehicle, I am writing to formally raise and escalate a serious complaint concerning both the safety of the vehicle and the level of service I have received from your dealership.>> My vehicle, a Volkswagen Tiguan (registration number LF25 GUJ), developed a dangerous fault where it began jerking while driving and then completely stopped in the middle of the road. This placed me in a highly unsafe situation and could have resulted in a serious accident. I have since been informed that this issue is linked to a fault within the seatbelt sensor system. A safety-related fault causing loss of power while driving is completely unacceptable.>> I brought the vehicle in on Wednesday and was advised it would be ready by Friday. However, after waiting at your dealership for approximately three hours, I was informed that the vehicle could not be repaired and that I would need to return again on Monday. During this time, I was left waiting for an extended period, which caused me physical discomfort and resulted in my ankle becoming swollen.>> When the vehicle was brought in on Wednesday, I was left without any way of getting home. Due to my condition, it is difficult for me to arrange transport, and I found it very hard to get a cab. I explained my situation; however, no alternative transport or suitable support was offered to me at that time. This was extremely unfair given my mobility needs. I was then required to make my own way back again on Friday by taxi, which caused further inconvenience, difficulty, and unnecessary expense.>> As a Motability customer, I rely on my vehicle for essential mobility. Despite clearly explaining my situation, I was not provided with a suitable vehicle in a timely manner. The first vehicle I was given was a manual car, despite my records clearly stating that I require an automatic vehicle through the Motability Scheme. This was completely unsuitable for my condition. I was later provided with an automatic vehicle; however, this vehicle was still not suitable or comfortable for my mobility needs. This demonstrates a continued failure to properly accommodate my requirements.>> This situation has caused unnecessary stress, disruption, physical discomfort, and inconvenience. I was left without appropriate transport, experienced a swollen ankle due to prolonged waiting, and my independence was significantly affected.>> Given that the vehicle has already failed in a dangerous manner while driving and now requires a significant repair involving a safety-related component, I no longer have any confidence in the safety or reliability of this vehicle. I do not feel safe continuing to use it.>> This matter must now be treated as an urgent escalation. I am requesting that this situation is formally reviewed. Due to the seriousness of the safety failure and the handling of this situation, I am requesting a replacement vehicle. I would like this replacement to be a different make and model, as I no longer have confidence in this vehicle.>> Please note that I have retained documentation confirming the loan vehicles provided, which supports the issues outlined above.>> If this matter is not resolved satisfactorily, I will have no hesitation in escalating my complaint to the The Motor Ombudsman for further investigation.>> I expect this matter to be taken seriously and resolved without delay. I will also be raising this matter with the Motability Scheme.>> Yours faithfully,> Cecilia McKay

We drove from Bedfordshire to look at one of your Tiguans, which we were very interested in, but wanted to part exchange our existing car. The salesman Lewis was very helpful throughout, but we were looking to secure a particular figure for our car and found that the figure offered was insufficient and there was no flexibility from yourselves to complete the deal. We therefore continued our search elsewhere and have managed to secure the purchase of an alternative car and got the figure we wanted for ours.

Dear Rachel,I am writing to express my disappointment as I've been waiting for nearly one month for a reply from you.You promised to consult your manager to discuss compensation as we agreed, but you failed to respond.To refresh your memory, I was totally disappointed with WV service when your colleagues sent me a message on the day of my minor car service, stating that my car required urgent attention:Pollen filter change overdue at £ 104.46Air filter change overdue at £ 125.40Spark plug change overdue at £ 159.48I called VW to inform you that the above three services had been carried out the previous year (see my attachment).1 - I would like to know, on which premise your mechanic decided that I needed a spark plug change, since my car has    20,000 miles (and the mechanic was able to see my dashboard to verify my mileage). The spark plugs were changed last year and     VW spark plugs generally last 60 - 70k miles.2 - My air filter was changed in 2025 . I doubt your mechanic physically inspected by opening the airbox,as he would have seen that the filter was white, not dirty and free of debris.3 - a pollen filter is typically overdue when it has been 12,000 - 15,000 since the last change.Your mechanic probably did not bother to check for signs of reduced airflow or by performing avisual inspection.4 - on my previous email of 12th March, I asked for the full name of your manager and you failed to respond to this question too.5 - You also said you would consult your manager for a compensation due to the considerable distress you caused me,and come back to me, but as of today I have not heard anything from you, neither from your manager.I would like you to reply to the questions above. I am frustrated and disappointed by VW negligence.I have been a regular client of yours and bought 2 cars from your dealership.Please reply in writing within 3 working days.Kind regards,Paola Rava________________________________________From: Paola RSent: 13 March 2026 09:57To: rachelgreen@lookers.co.ukSubject: Fw: visit at VW on 10 March- MOT + minor service with with items mistakenly identified as requiring urgent attentionHi Rachel,Following our conversation on 11 March, I have not heard anything from you, although you promised to reply after consulting your manager.By the way can you please confirm the full name of your manager?Thank youKind regardsPaola Rava

I am awaiting the return of my deposit and being ignored by your staff

Dear Sir/Madam,I am writing to formally complain regarding a serious misrepresentation in my recent vehicle purchase from your Battersea branch, which constitutes a breach of consumer protection law.________________________________________Purchase BackgroundOn 29th March 2025, I contacted your Battersea branch after test driving a 2025 Volkswagen Tiguan R-Line Plug-in Hybrid at my local dealership in Bath. I specifically chose to purchase from Battersea - despite the significant inconvenience - because I was assured your vehicle included Comfort Pack features (keyless entry and electric tailgate) that were absent from the Bath vehicle.Maurice from your team provided video evidence clearly showing an electric tailgate. I explicitly stated these features were essential and the sole reason for proceeding with a London-based purchase rather than through my established local dealer who I have purchased several Volkswagens from over the last decade.Transaction Details:• Vehicle: 2025 VW Tiguan R-Line PHEV, Registration KO25UGB• Total value: £36,500 (£15,500 cash + £21,000 trade-in)• Deposit paid following video confirmation• Balance settled prior to collection________________________________________The MisrepresentationOn 4th April 2025, I travelled over 100 miles with my family to collect the vehicle.Upon inspection, the vehicle lacked both keyless entry and the electric tailgate as advertised. This directly contradicts:• The video evidence provided by your staff - https://video.citnow.com/vt79VWP_9cz• The online AutoTrader advertisement upon which I relied• The explicit assurances given during our communications________________________________________Legal PositionConsumer Rights Act 2015: Goods must match their description. The vehicle supplied does not conform to the description provided at point of sale.Misrepresentation Act 1967: I entered this contract based on false statements regarding vehicle specification, constituting actionable misrepresentation.________________________________________Inadequate Response and Poor Service StandardsWhen I raised this immediately upon discovery:1. The branch manager attempted to blame me, referencing an internal listing I had never seen2. Maurice was reprimanded in front of my family, creating an unprofessional and uncomfortable situation3. I was left waiting during internal discussions4. An offer was made to provide a new vehicle with discount, however this would cost me an additional £4k and the car was a lower specification model5. The manager assured me that no alternative second-hand vehicles were available within the group. However, I have since discovered this to be incorrect, as your other current advertisements suggest otherwise - unless those are also inaccurate and misleading6. A derisory £250 reduction was offered—wholly inadequate for a £36,500 transactionBy this point, I had completed all paperwork, transferred funds, and insured the vehicle. I was placed under significant pressure with no practical option but to proceed.Failed Escalation Attempts: On Wednesday, 8th April, I twice attempted to reach your head office complaints team. Both times I was placed on hold for over five minutes without answer, despite reasonable efforts to resolve this directly.________________________________________Unacceptable Vehicle Condition at HandoverThe vehicle was handed over in an unacceptable state:• Approximately 20 miles of fuel remaining• 0% battery charge• Unable to utilize hybrid functionality on my 100+ mile journey homeThe supplied charging cable was incompatible with public charging stations. I was forced to purchase a compatible cable at £100 additional cost. The vehicle also failed to hold charge on multiple initial attempts, causing immediate concern about its condition.________________________________________Evidence of Systemic IssueI have since identified multiple vehicles in your network advertised with identical specifications, raising serious concerns about listing accuracy:• https://www.lookers.co.uk/nearly-new-car/volkswagen/tiguan/1-5-tsi-ehybrid-19-7kwh-r-line-suv-5dr-petrol-plug-in-hybrid-dsg-euro-6--s/s---204-ps-/id/806193• https://www.lookers.co.uk/used-car/volkswagen/tiguan/1-5-tsi-ehybrid-19-7kwh-r-line-suv-5dr-petrol-plug-in-hybrid-dsg-euro-6--s/s---272-ps-/id/809631• https://www.lookers.co.uk/nearly-new-car/volkswagen/tiguan/1-5-tsi-ehybrid-19-7kwh-r-line-suv-5dr-petrol-plug-in-hybrid-dsg-euro-6--s/s---272-ps-/id/803345All include "Central Locking System - Keyless Entry" and "Easy Open and Close - Electric Tailgate with Virtual Pedal Activation" in their specifications. This suggests a systemic problem rather than an isolated error. Screenshots attached.________________________________________Resolution RequiredI require the following resolution within 14 days of this letter:1. Replacement vehicle matching the originally agreed specification (R-Line with keyless entry and electric tailgate)2. Vehicle exchange arranged at your cost via delivery and collection, given the circumstances and inconvenience caused3. Compensation of £500 plus reimbursement of £100 charging cable cost, covering travel expenses, inconvenience, time lost, and distress________________________________________Consequences of Non-ResolutionIf this matter is not resolved satisfactorily within 14 days, I will:• Formally reject the vehicle under Section 20 of the Consumer Rights Act 2015• Pursue legal remedies for misrepresentation• Report this matter to Trading Standards• Escalate to the Motor Ombudsman• Consider public disclosure of this experienceI also request that you:• Conduct an urgent review of vehicle specification accuracy across your network• Address the unprofessional conduct of the branch managerI want to clarify that this is not a complaint about Maurice, the salesperson. I believe he acted in good faith based on the information provided to him in the listing. He was courteous, friendly, and helpful throughout our interaction, even when he was placed in the uncomfortable position of being corrected in front of a customer. While he could have been more thorough in verifying the vehicle's features before our meeting, I believe the root cause of this issue is a systemic problem with how vehicle specifications are published across your organization.I expect acknowledgment of this complaint within 7 days and a substantive resolution proposal within 14 days.Yours faithfully,Duncan BellMobile: 07834369068Email: duncanfbell@yahoo.co.ukAddress: 31 Apsley Road, Bath, BA1 3LP

I haven’t been to Lookers Battersea lately. I was at the Wimbledon branch for a service

The service and help we received in buying a used car was first class. The key to this was the sales exec Peter Williams. Very affable and explained everything about our purchase in a way we could easily understand. Unlike many car purchases in the past where add on after add on (upselling) becomes a pain to us - this time Peter told us about the extras and when we made it clear what we did and did not want he did not try and flog a dead horse - and we liked that - a lot. So next time we are in the market for a car I will not hesitate to go back to Lookers first.

To Whom it may concern,I am emailing in response to a review left regarding my experience of the service and custom at Lookers Battersea branch.My car has been booked into the garage on four occasions now for the following reasons:1. Water ingress in the driver and passenger door2. Poor audio function for phone callsThe first issue remains unresolved since November 2025. I have contacted the branch and customer services by email and telephone on a number of occasions. I have requested a call back to understand the issue and what has been done to attempt to rectify it. On my last visit to the service centre, upon arrival I was informed the jetwash was not working so it would not be possible to clean the car no test for suspected leaks. I asked to be contacted once the jet wash had been fixed so my car could be booked in again and that has not happened.The second issue was raised in January and inspected in March. An audio system update was performed and this issue remains, others on the receiving end of my calls have reported the sound and quality is even worse.I am deeply dissatisfied and exhausted of chasing issues to no prevail. Lookers VW as an organisation is not holding up advertised high quality standards of customer service and performance according to my experiences.I look forward to hearing back from you on how to resolve these matters.Sincerely,ShylaRegistration: RE73 JBV