Bought a car from VW Citygate. Less hassle over part exchange. Got offered more on part exchange aswell!

Car was not ready and person who was assisting me to take a test drive was not around when I arrived at the appointed time.

Dear Sir or Madam,I am a victim of the theft of the badge and front sensor from the above-mentioned Polo which I purchased from you.I spoke to one of your colleagues this morning who confirmed that replacement was possible and that VW were prepared to pay 70% of the cost if I paid the remaining 30%. Unfortunately he was unable to give me even a rough estimate of the cost.I am also concerned about whether there have been any design modifications to deter future thefts. One of my (six) close neighbours who experienced the same theft on the same night saw from his doorbell camera that the removal of both parts was achieved in seconds rather than minutes.Further clarification would be much appreciated,Yours sincerely,Anita Phillips

I have just repeatedly tried to book a service appointment via your website but each time it gets hung up at “select service”. I am not a previous customer but my car is, though with a different registration number: I bought it last year from a colleague who was leaving London. Maybe that is the source of the problem? Or the diplomatic licence plate? Can you advise how to proceed to obtain an appointment for the usual annual service?

Because someone phoned I could not answer straight away, but I did ring them back within 20 minutes of the missed call.they never come back to me.

Good morning I have a car that was previously serviced by you please could you send me the full service history in separate individual statements please thanks Jake

I phoned Debbie to say how good it all was.Thank you.My phone wouldn't let me fill in the questionnaire.

I didn’t have an experience

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