Ibhave sone paint come off my car back bumper. I have shown 3 respected garages who have told me this should not have come off like this. I did ring up a whike ago when i noticed it and the person i spoke to said their had been sone work done to this area prior to be purchasing the vehicle. When this was sold to me i was told the car had not been in any kid of repair shop etc. It is not a small amount of money and i want someone toblook intonthis and repair this as i shouldn't have to pay for this

Despite advising several times that I am not interested in purchasing another car from yourselves your sales team are still calling me. I am at 5 different sales reps and each time I am told you will put a note on the system. So either I’m being lied to, or your team are ignoring the note.

I visited over the weekend to view a car that had only just been listed online. Nick was helpful on the Sunday and advised me to come back the next day once the car had been cleaned and prepared for a test drive. However, overnight the price had increased by £1,000 which was really disappointing considering I had already viewed the car at the original price the day before.When I returned, we also noticed low tyre tread and a crack in the windscreen, both of which had shown as advisories on previous MOT history. When discussing this with Jack, the attitude and body language came across quite poor and argumentative rather than helpful. We didn’t feel particularly valued as customers.We were then told they would only reduce the increased price by half “given the circumstances”, despite us being ready to buy the car that day. In the end we decided not to proceed.Overall, really disappointing experience and not what I’d expect from a main dealer.

It was not a good experience. I reserved the car with the intention of purchasing it, but the vehicle was still under preparation. The sales executive was keen to secure a commitment despite there being no battery health report available, and no satisfactory response was provided regarding the service history as it was high mileage car therefore very important to know if the car had been serviced. There also seemed to be a strong focus on upselling warranties rather than addressing my concerns and providing clear information.

the cust had requested a CC for his appointment today. The dealership weren't very good with the response he felt like the service was ridiculous. Cust would like an appointment the first week in June with a CC it is imperative that the CC is available as he lives to far away.

Dear Customer Relations Team,I am writing to formally escalate a complaint regarding my recent vehicle purchase from Blackburn Volkswagen (Lookers), as my original complaint sent directly to the dealership business manager on 05/05/2026 has not been acknowledged or responded to.I purchased and collected my vehicle on 23 April 2026, having first viewed it on 13 April 2026.Shortly after collection, while changing the number plates to fit my private registration, a dent was noticed on the rear of the vehicle. After reviewing photographs taken when I first viewed the vehicle on 13 April, the dent is clearly visible in those images. It is also visible in photographs taken on the day of collection after I arrived home. In addition, there is a scrape inside the driver’s door where paint has come off.These issues were not disclosed to me prior to purchase, despite being advised throughout the sales process that the vehicle was in perfect condition.I contacted the salesperson, Katie, by telephone on 1 May to report the issue and was advised that this would be sorted and that I would receive a callback. I did not receive any follow-up communication.In addition to the concerns regarding the vehicle condition, I am also making a formal complaint regarding the standard of customer service I experienced throughout the purchase process. I found the experience unwelcoming, dismissive, and lacking professionalism from initial viewing through to vehicle collection, which was particularly disappointing given this was a £27,000 purchase.My concerns are as follows:visible vehicle damage was not disclosed prior to sale;the vehicle was represented as being in perfect condition despite these issues;no follow-up was provided after reporting the concerns;my formal complaint to dealership management has gone unanswered.Given the above, I request:Confirmation of how Blackburn Volkswagen intends to resolve the rear dent and interior scrape;A formal response to my complaint regarding customer service;Confirmation that this matter is being reviewed appropriately.Due to both the distance involved in returning to Blackburn and my dissatisfaction with the customer experience, I would prefer not to return to Blackburn Volkswagen for any rectification work. Please therefore confirm whether any approved repairs can instead be arranged at an alternative Volkswagen retailer or Volkswagen-approved repairer closer to me, with costs authorised accordingly.I also have had a really bad experience buying my car here, overallPlease treat this as a formal complaint under your customer complaints procedure.If I do not receive a substantive response within 7 calendar days, I will escalate the matter further to Volkswagen UK and any other relevant dispute resolution channels.I look forward to your prompt response.Kind regards,Olivia Platt

Dear Sir/Madam,I am writing to formally complain about the level of service I recently received from Lookers Volkswagen Blackburn.I contacted your branch during particularly difficult personal circumstances because I urgently required important information regarding a vehicle I had previously sold to your branch for a serious legal matter. Unfortunately, the experience I encountered was completely unacceptable.The sales advisor I spoke with over the telephone was rude, abrupt, and dismissive in the way she communicated with both myself and another member of staff within your bookings department. At a time when I was already under considerable pressure and stress, her attitude and manner only added further upset and frustration to an already difficult situation.In addition, I was informed that the General Manager of the branch would contact me regarding this matter. Despite being assured that I would receive a call back, no contact has been made. I find this lack of follow-up extremely disappointing and unprofessional.The handling of my enquiry has caused unnecessary stress, inconvenience, and upset at a time when I urgently needed support and cooperation from your team. I do not believe the level of customer care I received reflects the standards expected from Volkswagen or Lookers.I would appreciate a formal response to this complaint, including an explanation as to why my concerns were not handled appropriately and why the promised callback from management never occurred.I look forward to hearing from you as soon as possible.Yours faithfully,Roisin Crowley

Lookers plcCustomer Service & resolutions TeamLookers House1st FloorLookers StokeBede RoadStoke-on-TrentST4 4BUvehiclecomplaints@lookers.co.uk05 May 2026To whom it may concern,Complaint about misdescribed vehicleI bought a used VW Polo Reg No PF23 XME from Lookers VW Blackburn on 18 April 2026. I paid £17,400.Your online description of the vehicle stated that the car was fitted with rear parking sensors. Subsequently, I found that the car was not fitted with rear parking sensors.Under the Consumer Rights Act 2015, goods you supply must match their description. As rear parking sensors are not fitted, I ask that you arrange to fit them to the vehicle.In support of my claim, I have enclosed: a screen print of the relevant part of your online description, a photograph of the rear of the car that shows that no parking sensors are fitted and a photograph of the sales agreement.Please respond within 10 days of the receipt of my covering email.Yours faithfully,Neil LeemingPS: I have asked my father, David Leeming to act on my behalf in resolving this matter. To this end on 22 April 2026, he rang the salesperson who sold me the car, Jack Ashurst who asked that a copy of the online description be emailed to him so that he could forward it to the relevant person. The screen print of the online description was emailed to Mr Ashurst on 23 April 2026. Since then, disappointingly, we have heard nothing.

Hi,I hope you’re well.I’m writing regarding a vehicle we purchased from your dealership, where we part-exchanged our previous car. As part of the agreement, Volkswagen Financial Services were to settle the outstanding balance on my previous vehicle.However, I’ve noticed that a further direct debit payment of £232.26 has been taken from my account after the settlement should have been completed. This suggests the finance may not have been cleared as expected.My agreement number is 440183551345. Could you please investigate this matter and arrange reimbursement of the £232.26 taken?I would appreciate your prompt attention to resolving this.

Dear Alex,Firstly, I would like to apologise for reaching out to you directly, but I would like to formally raise a complaint regarding an ongoing issue that I have with one of your dealerships, Lookers Blackburn.Back in March I spotted a VW Polo up for sale with the dealership so contacted them to discuss the vehicle. The vehicle was awaiting prep but one of your sales team kindly sent a walk around video of the car to my mother and based on the fact it appeared to be everything I was looking for, I paid a reservation deposit to secure the car and arranged to call over a few days later.I then received a call from the sales team to advise that the car has already been reserved, and someone was coming across that day. I thought this was strange as the car wasn’t showing as reserved online (either on the Autotrader or the Lookers website) but I was assured that someone would contact me to confirm if the other buyer wished to continue.The following day, I received the call to say that the other party had purchased the vehicle and was assured that the deposit that I had paid would be refunded to me immediately – this was around 1st April.Fast forward to 14th April and the money had not been returned so I contacted your team and was assured that the refund would be processed – it wasn’t!Now, here is the strange thing! On 16th April, the vehicle re-appeared on both the Lookers and Autotrader website, so my uncle phoned to enquire about the car and was told that it was sold the day before, despite the fact I was told that it sold 2 weeks previous!?This leads me to the 23rd of April where I yet again called the dealership and spoke with Katie who advised that Paul would return my call (she was quite hostile and dismissive being adamant that it wasn’t her who took the deposit but I explained it was completed via the website) Nobody has returned my call and I appear to be no closer of being re-united with the £250 deposit, which is actually preventing me from purchasing another car.The purpose of this escalation is that 1, I feel that I have been lied to about the car. I feel that the dealership has been dishonest with me about the situation with the car, preferring the other buyer because he could potentially complete the purchase prior to month and possibly year end so directly impacting their sales targets. I also then question why the vehicle was re-listed and yet again I feel that I have been lied to about this.The second reason is the simple reason that I want my money back. I am having to waste my time actively chasing your team and nobody appears to be taking ownership of the situation and sorting my refund. We are now a month away from the point I made the deposit and it simply isn’t acceptable having to chance it when the website clearly states that it would be automatically refunded.One of the reasons I was so keen to purchase this car because I understood Lookers to be a reputable organisation that prided itself on proving exceptional customer service and this has not been my experience.Therefore, please can I ask for your support to get this matter resolved as soon as possible and my deposit returned to me promptly.Thanking you kindly in advanceMatthew Broady07936 463010