I am writing to raise my ongoing concerns regarding the expiry of my service and warranty plan. Despite making several phone calls over the past few months, this issue remains unresolved and I have not received the promised call backs.I attended Lookers Blackburn on 10 June 2025 for a scheduled service and spoke with Lauren, who advised that this would be my final service under my plan. When I asked about my warranty expiry date, she informed me it was unclear but that she would confirm and call me back. After not hearing back, I called to follow up and was told to book my car in before the end of the year as my warranty would still be valid until then. I checked this several times and was assured that my warranty remained active despite my service plan ending, due to the timing of when it was taken out.A few months later, I received a missed call from Lookers. When I called back, I was told it was likely a courtesy call regarding my service. During that conversation, I again asked for confirmation of my warranty expiry date. I was told it was October but as it wasn’t clear I would receive a call back once confirmed — which never happened.When I called again, I was informed that my warranty had already expired in August, which directly contradicts my most recent job card stating “has all in warranty until 16/08/26.” I explained that I had previously been advised otherwise, and the representative said she would review the call recordings and update me. I did not receive a call back.After another follow-up call, I was again told that my warranty had expired. I reiterated that I had been waiting for an update after the call review, but the representative could not confirm whether this had been completed and promised to investigate further. I am still awaiting a response.Had I been correctly informed about the warranty expiry date, I would have arranged to book my car in much earlier for an end of warranty inspection. I have now been left without warranty coverage through no fault of my own, having relied on the information provided by your staff.I would appreciate it if this matter could be escalated and a full response provided as soon as possible, including clarification on the warranty expiry and an explanation for the repeated lack of follow-up.

cust purchased in March 2025 today the car is showing a low level of oil. It is showing at minimum.Cust called the dealership to talk to them about this and wanted to book the vehicle in for service. Cust has a free service and the dealership is advising the cust would have to pay for the oil.The cust is not happy that they are going to service the vehicle 5 months early. Customer believes she shouldnt have to pay.

Bought VW Golf (PL18 PVV) from Blackburn in Feb 2024. Car was sold with two keys as per agreement. On collection only one key was given and told the other key would be sent in the post. After multiple calls and chasing (at least 8) and multiple promises of call backs which never materialised the second key arrived in July 2024. The key arrived with correct lock but uncoded. Since July 2024 until present we once again have made multiple calls and been given promises again not materialised. Today I finally got hold of our original salesman (Jack Ashurst) who explained that, at our own expense we must get the key coded at our local dealer Shrewsbury. After much persuasion he has agreed that Blackburn will cover the cost. However when I called Shrewsbury they had no booking, I chased Jack once again (after failed promised call backs) and on the 5th phone call he admitted he couldn’t get hold of Shrewsbury. Even though he gave us a date and time 14th October at 2PM. I have had no apology whatsoever over this entire period, I have been told it’s my fault for not understanding that keys arrive uncoded, yet it completely contradicts what we were sold. If a WORKING replacement key does not arrive by the end of next week, or a booking where the car is collected and returned free of charge, I will be forced to take this further. Initially a compliant through Motor ombudsman with compensation, and if unsuccessful a legal claim. Our intention is to upgrade the vehicle very soon with VW and cannot compromise the value with only one key. This is an urgent matter, and I expect it to be taken seriously, this level of customer service is appalling and not acceptable.

82508583 still no response from this complaint been 15 days now

The sale team was amazing lee was very helpful in got a lovely new car

Nik was so helpful and knew his stuff. He took his time and was professional all the way through.

Kathy is a wealth of useful information. Very attentive and very helpful.

Went out of way to help .. unfortunately, product offering was unacceptable ie no hybrid option for Polo

The motability specialist Martin was excellent to deal with.

Great VW dealership totally customer focused, friendly staff, great environment and totally relaxed atmosphere.