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 an email 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 on 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 to request 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.

customer has sent Nick Eatough rejection email on 9/12 for the vehilce, he has been told to drive the vehilce back to Blackburn - but customer is saying the vehilce keeps braking down so how that going to work also customer asking how would he get back from Blackburn to Newcastle. The car has been into VW Newcastle for repair but has since broken down again. Customer has a price for recovery £160. has been trying to speak to Blackburn to see if they are covering the cost but customer also saying no one is calling him or taking his calls. Mr Harding is also saying his Partner works as a career she needs a car for her Job.

Bought a car from lookers Blackburn and from the second I got in the car it had problems I am now 2 months in and it has still not been sorted I just want a car that doesn’t flash warnings every time I get in the car can this please get sorted

Very poor experience with Sales. Back to front process where I was given finance options before I'd even seen the car. I was offered a poor amount for my car, was told that its what its worth, I have since sold through motorway for 5k more than that.When viewing the car, I wasn't told much about it, the advisor wasn't sure about the car. Granted it was a Mercedes not VW.On the return I was left alone to walk round and look at it. I was told that the marks/problems would be fixed, but not how.Inside I was presented first with added on extras to finance then with a rubbish finance offer compared to my 3rd party offer. When I said I wasn't sure and wanted to go away and think I was told "what if it goes" I said then it goes, there was no further discussion or offers. I'd pointed out a car in the forecourt multiple times but there was no discussion on this either.I have since been to another VW garage and it has been amazing,

No discount was offered and noboday rang back to see if I was still interested and gave me an offer. Volkswagen Bolton have me a great deal and were more willing.

I own a T-roc R lineYH22 OLRPurchased 2 years ago.It has recently come to my attention that thepuddle lights on both sides are distorted which according to the forum I’m on for VW owners this is not something that can be caused by any general “wear and tear” as a significant amount seem to have experienced the same.My warranty expired in July, so only a few months back. But with it being summer time I hadn’t noticed this issue as you can only really see the lights when it’s dark.I have spoken to both lookers directly and VW customer care who both advised me it’s £108 for a diagnostic check and then a further fee to fix said issue.I feel real disappointed that a well known issue for t rocs hasn’t been addressed and now I’m expected to pay to resolve issue that is out of my control.I’ve had both my current car and previous VW car purchased with lookers. Customer for 10 years and disappointed in how this has been handled.Kind regardsHolly Mitchell

Hi Sarah and Paul,I’m forwarding the email below that I have sent to VW Customer Services regarding the case I have opened for my car and the ongoing issues I’ve experienced throughout this year. At this stage, I’m not sure what the next steps will be or whether I will need to pursue this complaint with Lookers Blackburn or directly with VW, but I wanted to keep you both fully informed.Please see the full formal complaint email I sent to VW Customer Services below:Subject: Formal Complaint – Ongoing Unresolved Software and Safety Issues with VW Tiguan PJ74 GLKDear VW Customer Services,I am writing to formally raise a complaint regarding the persistent and unresolved issues with my VW Tiguan (registration: PJ74 GLK), purchased in November 2024. This is now the second Volkswagen vehicle I have owned in less than a year to suffer from significant software and functionality faults.My first Tiguan, purchased in May 2024, developed software issues that could not be resolved, and I was forced to reject the vehicle in September 2024. At that time, I was assured by Lookers Volkswagen Blackburn that the replacement Tiguan would not experience similar issues. Unfortunately, these assurances have not been met.Summary of Issues and Repeated Garage Visits1. Entertainment system failure (November–December 2024)Within two weeks of receiving the replacement car, the entertainment/infotainment system failed and would not turn on, leaving the screen completely non-functional. This meant I could not access:Heating or climate controls (including to defrost the car)The reversing cameraAny infotainment or vehicle settingsVW Blackburn collected the car from my workplace but reported it was “fine,” despite the clear fault.2. Ongoing intermittent software and sensor faults (2024–2025)Since then, the car has repeatedly suffered from:Front and side sensors turning off intermittentlyEntertainment screen repeatedly going blankSOS light malfunctioningRight passenger window not closing properlyRight rear lights and indicators developing faultsBoth wing mirrors creaking and requiring removal and refittingThese faults directly affect both the usability and the safety of the vehicle.Garage Visits to VW Bolton (the closest dealer to my home)Due to work commitments, it is extremely difficult for me to travel to Lookers Blackburn, so the car has repeatedly been taken to VW Bolton:8 April 2025: VW Bolton confirmed software issues but stated there was no available update. I informed Lookers Blackburn of this, and they again assured me this replacement car had no software issues.23 July 2025: SOS warning light fault and right passenger window not closing fully. Car was in for a full day but not fully repaired.6 August 2025: SOS fault resolved, but a new intermittent rear indicator fault appeared.20 August 2025: Another full-day visit with no courtesy car available. Issues continued.27 October 2025: Car returned for a full day with the right rear indicator fault still unresolved; entertainment screen issues remain.5 December 2025: Vehicle taken back to address creaking wing mirrors, which needed removal and refitting. As of 5 December, the right indicator sensor issues are occurring more frequently, and this fault is still present on the vehicle.29–30 December 2025 (upcoming): VW Bolton advised the vehicle now requires a two-day VR4 software update, stating all issues appear to be software-related. This will be the seventh visit for ongoing faults.All of these garage visits and associated findings are fully recorded by Volkswagen Bolton, who hold detailed information regarding the ongoing issues with this vehicle.Throughout these visits, no courtesy vehicle has been available—or where one was available, it came at an extra cost with an unreasonably high excess. This has caused significant disruption to my work and daily life.ImpactThis is a new vehicle, and the amount of time, inconvenience, and stress caused by rearranging work, transport, and garage visits has been substantial. It is completely unacceptable that a car less than a year old has experienced numerous faults—many of them safety-related—and that software updates and repairs remain ongoing with no confirmed resolution.What I Am RequestingGiven the history of faults, repeated inconvenience, and lack of effective repair, I am requesting:A full investigation into why this vehicle has experienced continuous unresolved problems.Written confirmation outlining all identified faults and actions taken to date.Assurance and evidence that the planned VR4 software update will permanently resolve the issues.Appropriate compensation for:Multiple days without use of my vehicleLack of courtesy cars or excessive costs associated with themConsiderable time spent arranging appointmentsOngoing stress, inconvenience, and safety concernsClear guidance on my rights and options should the faults continue after the upcoming software update—including the possibility of a refund or replacement under the Consumer Rights Act 2015.ConclusionI have acted reasonably and patiently throughout this process, but the situation has now become unacceptable. I expect a written response within 14 days outlining the actions Volkswagen will take to resolve this matter and proposed compensation.Thank you for your attention. I look forward to your prompt reply.

I bought a car last year and took minor damage ins to cover scratches/dents etc. I was looking to make a claim and contact the guy who sold the car to me for process. He told me to ring number and give plate details and the ins company would sort. I contacted the ins company and they say they have no details registered for me. I have subsequently tried to contact the man who sold me the car but ignores all my msg and has not got back to me.

Pick this car up on 24/10/2025. Since owner car I’ve had to put a new tyre on , tyre pressure warning light been coming on since the day I bought the car. Little dent in bonnet I had to put right. Plus a noise coming from cambelt area witch I took to my local vw dealer and was charged as it was not a warranty job , but had the noise from day one so don’t see why I should pay the bill. And the car is also due an air con service which was not done. Tried contacting dealership a few times but no response. I don’t see why I should spend almost £400 on a car I paid over £16000 for.

Hi I bought a car from Blackburn vw and have had a number of issues with the car from the minute I sat in the car from no sat nav and can’t connect my phone and the front camera was cracked and there was 2 stone chips on the windscreen the handle to open the bonnet fell off the camera has been sorted windscreen I fixed my self . Now the sos emergency call is restricted and it’s telling me to visit the workshop can this car get a proper check over please