Jack was informative and accurate and was top of his game when it came to actually come to me for questions and test driving

Dear VW Blackburn Management Team,I am writing to formally raise a complaint regarding the extremely poor service I have received from your dealership since purchasing my vehicle on 12/02/2024. This issue has been ongoing for well over a year and a half, and despite finally receiving the key coding this October, the overall experience has been unacceptable and has caused me significant frustration and unnecessary stress.At the time of sale, I was promised by the salesman, Jack Ashurst, that although the car only came with one key on the day, the second key would be sent promptly after the sale. Once the sale was completed, however, I heard nothing from your dealership. I was then repeatedly avoided or dismissed whenever I tried to follow up.Attempts to Resolve the IssueBelow is a record of my efforts to chase the second key:•22/03/2024 – First phone call to dealership VW Blackburn•25/03/2024 – First email to Jack Ashurst•28/03/2024 – Second call to the dealership (four calls in total that day)•31/05/2024 – Second email to Jack Ashurst•31/05/2024 – Third call to the dealership (two calls made)•03/06/2024 – Third email to Jack AshurstOn 02/07/2024, I finally received a message from Jack stating that the key had arrived and had been posted to me. However there was no apology about the delay in sending the key or lack of communication about it. After receiving it, I continued attempting to contact the dealership for months during 2024 to explain that the key did not work, however my calls were ignored with no guidance provided.This year I reached out to my local VW dealership later where they informed me that the key needed to be coded and that this should have been arranged and communicated by VW Blackburn.When I attempted to re-establish contact with the VW Blackburn, I faced the same pattern of avoidance:•17/09/2025 – Three calls•30/09/2025•01/10/2025 – Twice•03/10/2025During one of these calls on 03/10/2025, I was spoken to in a manner that made me feel belittled and blamed for not having the key coded earlier, despite the lack of communication and support from your team. This left me genuinely upset.I then gave up my attempts to contact your dealership as it was getting me nowhere.As a woman, I am extremely concerned that only when my brother got involved did the dealership begin taking the matter seriously. Until that point, I was repeatedly ignored, avoided, or dismissed. Once my brother made the same enquiries I had been making for months, after again more pushback he was taken seriously and eventually managed to speak to Jack, still with no apology or recognition of the inconvenience caused.I should not need a male relative to advocate for me in order to receive basic customer service.Even when we finally managed to arrange the key coding through my local VW dealership, there were further unnecessary issues. On the day, my local dealership could not proceed until they received confirmation that VW Blackburn would cover the cost. Once again, this required additional phone calls, yet more chasing on my brothers part, to ensure Blackburn would authorise the payment. This continued pattern of poor communication and last-minute approval caused additional frustration and delay.Given the considerable time, effort, and stress this process has caused, I am requesting:1.A formal written apology acknowledging: the prolonged delays, repeated avoidance, poor communication, inappropriate and dismissive treatment, and the distress caused by the way I was spoken to.2.An explanation of why these issues were allowed to continue for over a year and a half.3.A clear outline of the steps VW Blackburn will take to ensure this level of customer service is not repeated for future customers.I would also like some form of compensation considering the time and hours myself and my brother have put in just to make contact with you and to get the key coded. I would also like compensation for the fact we had to drive a fair distance to our local dealership to have the coding done.This situation should never have taken this long, nor should I have been forced to chase repeatedly for something that was promised at the point of sale. The experience has been extremely disappointing and far below the standard expected from a Volkswagen dealership.Regards,Matilda James

I enquired about the car (VW Golf - registration GP68 BFN) when it was listed as £11,439 (have got a screenshot of this price). After talking to the sales team via phone and email the price of the car magically changed to £11,615. Paul from the sales team was polite and well versed on the correct thing to say, however the price change due to there being interest in the car is underhand and like they're fishing for a fool.

In November I contacted Lookers Blackburn regarding concerns with rust/corrosion to the tailgate of my VW Tiguan which is still in its warranty. I was advised to attend Blackburn Lookers on 21/11/2025 at 9.30. Duly attended and was told I had to contact VW Manchester. I contacted them the same day and attended on Group 1 VW Manchester. 25/11/2026 at 10am. The car was inspected on the car park and I was advised someone would be in touch in a couple of days. Despite several calls to both Manchester and Blackburn no one has got back to me. I’m continually promised a response but this has yet to happen. I am at a loss as what to do next as I am sick of being on hold to central call centres , passed from pillar to post with false promises. This is the first time I have bought a vehicle from a main dealer and I expected better from a company like VW !

MY CAR WAS SERVICE BY VW BLBACKBURN, MAJOR SERVICE IN 2024 AND WAS TOLD THE SPARK PLUGS HAD BEEN CHANGED, RECENTLY STARTED DRIVING VEHICLE, ENGINE LIGHT CAME ON AFTER 70MPH.TOOK THE CAR FOR A SERVICING AND FOUND OUT THE SPARK PARKS HAVE NOT BEEN CHANGED AND THEY HAVE NOT BEEN CHANGED.ORDERED NEW SPARK PLUGS FOR THE SERVICE GARAGE TO FIT NEW SPARK PLUGS.BASIC SUMMARY IS I AM NOT HAPPY THAT I WAS TOLD MY CAR HAD BEEN SORTED AND SPARK PLUGS WERE APPARENTLY CHNAGED BUT WHEN NOTHING WAS CHANGED. I LOST ALL TRUST IN VOLKSWAGEN. POOR SERVICE OVERALLHAVE PHOTOS FOR PROOF IF NEEDED FOR MY CASE

Dear Sir or Madam,I am writing to formally raise a complaint regarding the ongoing failure to refund my £250 holding deposit following my recent dealings with Lookers Volkswagen Blackburn.I visited your showroom on 14 December with the intention of trading in my Volkswagen Polo for a T-Roc. Unfortunately, the purchase did not proceed due to finance issues. On 16 December, I was contacted by a member of your team (Paul) and informed that my £250 holding deposit would be refunded within 3–5 working days.As of today, 29 December, the refund has still not been received. I have contacted your dealership on three separate occasions to query this matter. On each call I have been given no clear resolution, and this morning I was told that the only action available was to “message accounts”. This response is wholly unacceptable given the length of time that has now passed.I am extremely unhappy with how this situation has been handled and the lack of urgency shown. I expect the £250 to be returned to my account by the end of today. Failure to do so will leave me no option but to escalate this matter further.I would also like to note that I am already a Volkswagen customer with a vehicle financed monthly through Volkswagen. This experience has been highly discouraging and has negatively impacted my confidence in Volkswagen as a company.I trust this matter will now be treated with the seriousness it deserves and resolved immediately. I look forward to your prompt confirmation and proof that the refund has been processed.

Calls were like harassment call after call I have 11 missed calls in the space of a day, a professional would know that either I was busy or in work and I did send an email to say I was interested but wasn't available for a call till I finished work

Re purchase of PF75AOB VW T CrossI have nothing but praise for your staff at Lookers BlackburnJordan Middleton has been really helpful, courteous and friendly during my purchase of the car.The young lady ( sorry I don’t know her name) on the service desk again was so friendly and helpful when I called in today.The only disappointment is that a keyless entry fault on the car has occurred soon after purchase.This of course is not the fault of Lookers VW. It is booked into your Service Department early in the New New to be rectified

Ref PF75AOB

Price was fine, Car just what I wanted.However:1. Couldn't ship to Lookers Darlington2. Black Interior and Non-Standard Polished Diamond Alloys you couldn't swap , could have tolerated one but not both3. Massive cost of Mudflaps etc, do you not think if you priced them more reasonably you would sell 10 times as many4. No Sat-Nav as Standard and not wishing to mess about with my phone, which is strange these days.5. Electric Match on the Horizon. and probably cheaper if press is to be believed.6 Overpriced Service but not as bad as Toyota.