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.

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