I am writing to formally complain regarding our Volkswagen Tayron, registration PF25 VTZ, which we purchased from your dealership in January 2026.I'm not sure if this complaint should be to Sales or Aftersales (per the options above, but have selected Aftersales on the basis it can't be fixed and can't be resolved).We purchased this vehicle as a nearly new Volkswagen because, as a busy family, we are time-poor and wanted the reassurance, reliability and convenience that should come with purchasing a vehicle from a Volkswagen main dealer. Unfortunately, our experience has been extremely disappointing and has caused significant inconvenience.The issue first became apparent when we used the seventh seat for the first time (we use the seven seats when we go on trips and have visitors)and discovered that the seatbelt warning/alarm system was not functioning correctly, and constantly pings very loudly when a passenger is sat in it. Given that this is a safety-related feature, and we cant concentrate with the loud binging, we immediately contacted Volkswagen and arranged for the vehicle to be inspected.Since then, the vehicle has been returned to your dealership three times for the same fault. On two occasions, the vehicle was retained for two days, yet the problem remains unresolved. The repeated journeys to and from the dealership, the time spent arranging alternative transport, the need to repeatedly chase for updates, and the ongoing uncertainty regarding whether the issue can even be repaired has resulted in a wholly unacceptable level of inconvenience.Most concerningly, we have now been advised that the dealership is unsure whether the fault can be repaired, and that there are potentially lengthy lead times for parts. We have also been informed that the earliest available booking is 22nd July 2026 when we planned to go on a trip for the school holidays and need to use the seven seater vehicle. Even then there is no guarantee that the vehicle can be fixed.This is particularly unacceptable given that we specifically purchased a seven-seater vehicle and are approaching the summer holidays when we require the use of all seven seats. We are effectively being asked to wait indefinitely for a repair, despite having purchased a vehicle that was represented as being in satisfactory condition and fit for purpose.Given the circumstances, we now wish to exercise our rights under the Consumer Rights Act 2015. The vehicle was supplied with a fault affecting a safety-related feature, the defect was reported within the first six months of ownership, and Volkswagen has been provided with multiple opportunities to repair the issue without success. We understand that where a repair is unsuccessful, cannot be carried out within a reasonable time, or causes significant inconvenience to the consumer, we may be entitled to reject the vehicle and seek an appropriate remedy.Accordingly, we request one of the following:- An exchange vehicle of at least equivalent age, mileage, specification and condition to our current Tayron; or- A full refund and acceptance of the vehicle's return.It is important to note that we are seeking to resolve this matter before the six-month period from purchase expires this month, given the ongoing uncertainty and inability to provide a permanent solution.In addition, we are extremely disappointed by the lack of communication throughout this process. We initially raised our concerns with the Lookers Volkswagen Service Team on the 19th June, who advised us to register a complaint with Volkswagen Customer Services. We subsequently did so on 19th June 2026 and were advised that someone from Lookers would contact us regarding the matter. VW Customers services, keep calling us to check whether Lookers have responded, and to date, nobody has contacted us from Lookers, and we have received no meaningful update despite the seriousness of the situation.Equally disappointing is the complete absence of any attempt to recognise the inconvenience caused. At no stage has there been any offer of:-A goodwill gesture;-An extended warranty;-A replacement seven-seater vehicle whilst repairs are investigated;-Any proactive communication regarding next steps.As longstanding Volkswagen customers, this is particularly frustrating. We currently own a Volkswagen Golf purchased from Lookers Blackburn and previously owned a Volkswagen Tiguan which we serviced at Lookers Blackburn. We sold the Tiguan in order to purchase the Tayron. We have remained loyal to the Volkswagen brand because of its reputation for quality and customer service, both of which have unfortunately fallen far short of expectations in this instance.We would ask that this complaint be brought to the immediate attention of the Sales Manager, or an appropriate senior manager if they are currently on annual leave, as this matter now requires urgent resolution.If we do not receive a satisfactory response within 7 days, we will have little option but to escalate the matter further, including through The Motor Ombudsman and by pursuing all remedies available to us under the Consumer Rights Act 2015.We sincerely hope that escalation will not be necessary and that Volkswagen will take this opportunity to resolve the matter promptly and fairly.We look forward to hearing from you as a matter of urgency.

Hello my cat as been with you for 14 weeks nowAnd customer service as been disappointed and diabolical car reg mc74 hbn I need this car tomorrowVery very angryHoward

Notice of Cancellation – Distance Sale – Volkswagen Golf HY18 ZSVDear Sir/Madam,I am writing to give formal notice that I am exercising my statutory right to cancel the distance sales contract for the purchase of Volkswagen Golf registration HY18 ZSV.The vehicle was purchased without me attending the dealership and was delivered to my home on 15 June 2026. I am notifying you within the statutory cancellation period that I wish to cancel the contract and the vehicle was returned this morning.In addition to exercising my statutory right to cancel, I remain concerned that the vehicle was not as described at the time of sale. The vehicle was advertised and invoiced with a mileage of 60,926 miles, yet it was delivered with approximately 62,900 miles. I reported this discrepancy within three hours of delivery and, despite raising the matter immediately and copying Volkswagen UK Customer Services into my correspondence, I have not received a satisfactory explanation.Please confirm in writing:• Your acceptance of this cancellation.• The timescale for refunding all monies paid in accordance with my statutory rights.The vehicle has been kept in my possession and cared for pending your instructions.I look forward to your prompt response.Yours faithfully,Julie Topham

Good afternoon,My mum Julie Topham has been trying to establish contact regarding her new car she purchased via home delivery last week. She has phoned a few times but hasn’t had any callbacks from Katie or the sales manager as promised so I’m trying to help stimulate some communications.It is a complex situation with my involvement from far away as Katie was kind enough to take her other car into the dealership for fault diagnosis on a totally seperate basis, after delivering the new car to her home.We are both extremely stressed and going through a difficult time and appreciate any help going forward as I will try and outline the situation.With regards the new car, there are a number of issues that we did want answering or rectifying given the car is from a Volkswagen main dealership. My mum I believe has translated these but still awaiting response which is anxiety inducing given the statutory time to return the car, which is currently what we are considering given the situation, some of which is not Lookers fault.These were-• Mileage error - there is a >2000 mile discrepancy between the car advert and the actual mileage (we have documentation of both with timestamp)• Service history - we have requested this as still have not seen this and having taken full ownership of the vehicle, is a little panicking.• Valet - the vehicle arrived in a condition less than expected from a main dealership, although on this point we concede and appreciate in part that we said we needed the vehicle urgently.• Bodywork - stone chips/scratches - mum wasn’t taken round the vehicle (or test drive as described in the material) and she has discovered stone chips and scratches that she believes are more than to be expected from general wear and tear. She has sent photos I believe. In particular/for example one on the bonnet that is suffering from laquer peel etc.• 6 months MOT / service due 6 months - 12 month validity on both was expected (perhaps wrongly as this is probably industry minimum, if I was there I would’ve requested a fresh MOT and service as part of the sale but again appreciate the urgency of the same) however this could’ve been arranged to book in after sale• Petrol cap excessive fume smell, seems to smell of petrol a great deal when removing l, and when filling the flow clicks off every few seconds. This has been the case at 2 different pumps and so a potential (not definite) issue with the fuel filling hole/sensors.I believe Lookers VW has been appraised of any other issues but believe this is all of them.With regards the other car (VA16 VLM) the techs have not been able to diagnose any faults with the vehicle which is unfortunate and their next plan is to take on another test drive but not until next week.Due to this unique scenario and inability to have these issues acknowledged or addressed within your busy schedule we are considering collecting the GTD from service dept as no faults can be found, fees paid for attempted diagnosis and in line with our statutory rights, returning the new car simultaneously. We will be in contact again once decided but my mums phone number is 07860846565 if anyone wishes to make contact with her. Her email is also in the Cc. Thank you.Kind regards,DannyDanny Capstick07792 331960

I'm giving neutral feedback for now. Last Saturday I called your store, and Nick answered because I was interested in a car that had been advertised. I went to the store and finalized the purchase using my bank's financing. I requested to pick up the car the day after tomorrow, and I haven't heard back if that will be possible or not. Nobody calls me, nobody emails me, I called and they left me waiting! I just want to know if the car will be ready on Saturday as I requested.

I tried to fill out the feedback form but it didn’t work for me.Anyway I was pleased to have my car collected and serviced and MoT’d and returned to me the same day. It was easy to pay online for the work.Thank you VW at Blackburn

Re car MC74 HBN disguised with the customer service

Hello re car mc74 hbn my car has been with 13 weeksNow waiting to be repaired the customer service as been none existent and knowingly that I have been waiting so the lack of urgency as been nothing less then appalling be fair I am sorry I bought my car from a lookes Skoda dealer because the customer service and after sale service as a total disgraceI need my no later then Saturday very disappointed customer Howard

Both cars I had been interested in had sold ahead of my appointment, it would have been nice to have been informed as I had to arrange childcare to attend the appointment. Upon arrival the salesman didn’t seem to know about my appointment so overall quite disappointing. The employee I did see was very helpful just a shame I hadn’t been informed the vehicles I had been interested in had been sold.

I purchased an ID3 from you in March. I've tried to book it in several times via the app and the central office in Newcastle. I eventually managed to get it in today to the Blackpool branch my nearest branch to get sorted. I was then advised they hadn't got the part it's on back order with no time scale and that it also required an urgent break fluid change at a cost of £89. Surely if this work is in fact urgent it should have been done pre delivery. I told reception today that I chose Lookers as I wanted the peace of mind of buying an approved used car from a main dealer in order to avoid stress and worries, and here I am stressed and worried. My vehicle shows it's not due a service for another 500 or so days? I would be blissfully unaware if this didn't have an outstanding fault. I'm afraid you've really provided a very poor service and look forward to your thoughts on how you'd like to put this right.As brake fluid is Hydroscopic and degrades over time surely this should be checked on a VW approved car, and if not, it makes me wonder what other corners are you cutting.