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

Customer took ownership January 25 - Customer has a service Plan/warranty extension, customer is saying that belfast Boucher road have told him the wrong service has been input on the service customer wants a call to sort this out, the vehilce is sitting at the branch waiting for a service . LNR service plan start first service due 26 has 128k but it should be 112k . Customer/boucher road has sent details to head office to check ? sales Invoice is 781025 Salesperson - Salian Tiadate of sale 2/1/25 - Customer contact preference is phone please

You have not sent me a form to review my recent serviceLB 71XPG

I am writing to formally reject the vehicle purchased from you on 12th January 2026, registration number LM21 DKD under my statutory rights contained in the Consumer Rights Act 2015.The vehicle is not of satisfactory quality, not fit for purpose, and was not roadworthy at the time of sale. The vehicle suffers from multiple serious defects, including but not limited to the following:• A serious gearbox fault causing the vehicle to enter emergency (limp) mode• Failure of the gearbox mechatronics unit, which requires immediate replacement• A fault with the stop/start system• A tyre that is not roadworthy• Brake pads that are excessively wornThese defects are confirmed in a written report and video from a VW Technician at a Main dealer which I hold as evidence.Volkswagen Warranty has confirmed that the gearbox fault was present prior to sale and that you were aware of this fault before supplying the vehicle to me. VW Warranty have refused to pay for the repairs, as you were aware of the problems before the sale. Taken together, these issues demonstrate that the vehicle was sold in breach of contract and in breach of your obligations under the Consumer Rights Act 2015.I am therefore exercising my short-term right to reject the vehicle within 30 days. I require a full refund of the purchase price of £21,874, with no deductions, as required by law.In addition to the refund of the purchase price, I require reimbursement of reasonable and foreseeable consequential losses incurred as a direct result of your breach of contract, including:• The cost of petrol incurred in reliance on the vehicle being roadworthy £62.18These additional costs represent reasonable and foreseeable consequential losses arising directly from your breach of contract, particularly given your prior knowledge of the defects.Total amount claimed: £21,874 + £62.18 = £21,936.18You will need to arrange collection of the vehicle. The vehicle is at VW High Wycombe. Please contact Wendy to arrange collection.It is outrageous that you sold a dangerous vehicle to a heavily pregnant woman, putting our lives at risk as well as my daughter who was in this car when the fault first happened. I have included a timeline below should this need to be referred back to in future.RegardsOlivia TownsendTimeline10/01/2026. We inspected the car, and agreed to purchase, subject to the car’s condition. Informed that there were no problems with the car, and that VW warranty of 12 months would cover all issues. Deposit of £500 paid.11/01/2026. Balance of £21,374 paid.12/01/2026. Car collected from your garage. Driven home.13/01/2026. Failure of mechatronics unit whilst driving. At 60mph, car gearbox went in to 2nd gear. Starter button not working on a random basis.14/01/2026. Serious fault appeared again after driving a short distance, contacted Volkswagen Warranty who were unable to attend until 15/01/2026.15/01/2026. Volkswagen Warranty attended home address. Informed us that mechatronic failure was a major issue. Car taken by VW Warranty to VW High Wycombe.16/01/2026. VW High Wycombe carried out a full inspection. Full report in writing and Video sent to Lookers. VW warranty refused to pay for the gearbox/mechatronics issue as Lookers were aware of it before sale. Lookers refused to pay VW High Wycombe to carry out the necessary repairs.