To who it may concern , I contacted your dealership today with a complaint about the Vw polo which I purchased a couple of months ago, I explained to your colleague that the air con wasn’t working ,that the engine felt lumpy and seems to be wobbling , and it is difficult to get into reverse gear and it smelled like burning , your colleague who was very polite, booked the car in to get it looked at on the 24th July.I was then told to call the roadside assistance to get somebody out to it to make sure it was safe and was advised somebody will come at 2:30 the same day 26/5/26, i then received another notification from their garage partner CPS recovery who told us it would be at 19:20 that evening ,I then received another notification phone call from them at 17:50 saying the recovery will be with me within 90 mins , so we waited in all night but nobody came.The vehicle was purchased with 74,000 miles and has now done 74653 miles a total of 653 miles, I would like to know the next step I should take moving forward and I look forward to hearing from you ..Thankyou

Dear Sir/Madam,I am writing to formally complain about the poor customer service and handling of my vehicle purchase from Lookers Blackburn.I have made multiple phone calls and visited the dealership in person in an attempt to resolve my concerns, but unfortunately I have not received any meaningful assistance or follow-up.Due to a reduction in my salary, I am no longer able to afford the finance agreement for the Volkswagen Polo. In addition to my financial difficulties, I am dissatisfied with the way the vehicle handover and documentation were handled.When I returned the first vehicle, I clearly explained my financial difficulties and informed the dealership that I could no longer afford the finance payments. Instead of being given the option to return the vehicle and discuss suitable alternatives, I was pressured into choosing another car, despite making it clear that I was struggling financially. I believe this was completely wrong and irresponsible given the circumstances I explained at the time.Furthermore, when the salesperson handed over the Volkswagen Polo, I was not provided with copies of:The finance agreementAny breach of contract documentationVehicle handover documentsAny 30-day exchange or return policy documentsThe salesperson simply handed me the keys without properly explaining or providing the relevant paperwork.As mentioned above, I repeatedly attempted to contact the dealership by phone. On several occasions I was told that someone would call me back, but no one ever did.I also contacted Volkswagen Customer Support for assistance, but I was advised to speak directly with my local dealership instead.I would appreciate an urgent response regarding my concerns and clarification of my options moving forward. If this matter cannot be resolved satisfactorily, I will consider escalating my complaint further.

Good morning. I am contacting you today as I am at my wits end . I bought a vw golf (NO07MJS) from lookers Northallerton on 8th June 2024.I had been looking for months for just the right car and viewed lots before deciding on buying one from a vw dealer ( for the service and 2 year extended warranty). I was aware and fully happy to pay a little more for this peace of mind. Even purchasing a service plan at same time so that it only ever goes to the vw dealer for anything.One month after purchasing we noticed smoke coming from the exhaust on start up. I booked it into out local dealership, lookers blackburn.They inspected it and said it was just condensation. I argued this a little and I specifically remember the lady saying " don't worry you've only just got it, you've nearly 2 years warranty left so if it develops it'll get sorted".Every time it has been into the garage for anything since be that a service , mot, warranty niggles etc, I have reported the smoke from exhaust and have been fobbed off with the condensation excuse..However now nearly 2 years later they have finally found problem as being valve stem seals and are saying not covered under warranty and have given me an estimate for £2754.30 to fix. Again I asked why not covered under warranty and didn't really get an answer.I rang warranty people myself and the gent said that valve stem should be covered and couldn't understand why they had said it wasn't? I explained that I'd had this problem since virtually day one. He said oh dear that changes the situation as basically this call is recorded and you've just told me if problem there since you bought it then the dealer should not have sold it you in that state, and warranty won't cover it.So then I contacted selling dealer ( lookers Northallerton) told them the full story and the lady was really helpful said she'd look into it. Which she did and got back to me stating her manager had said blackburn have had our money for service contract and have known about the problem so they should fix it.All the time I strongly feel I've done nothing wrong here. Done my due diligence, bought a one owner full vw history car from the supplying dealer, with vw extended warranty. However I now am getting nowhere apart from fobbed off, everyone blaming everyone else and no resolution.Hope you can help?

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