Dear Sir,I am currently in dispute with Lookers Limited having bought an Audi Q5 registered number PL19 BJZ from Lookers Volkswagen Blackburn on 29/5/25. The vehicle was not as described and was mis-sold.This courtesy letter serves to provide an overview into that dispute and to ensure that at the highest level, Lookers Ltd are fully aware of the current situation.The vehicle PL19 BJZ was advertised for sale on the Autotrader website where it was described as having a full service history record. When my wife and I viewed the vehicle prior to purchase on 17/5/25, Waquar Hussein, the sales executive, confirmed and expounded upon that service history saying it had a full manufacturers' service history. I bought the vehicle in good faith and in the firm belief that to be true and paying the full asking price of £23,866.Having collected the vehicle on 1/6/25, the digital service record revealed it did not have a full service history record as claimed having not been serviced in 2024. The last recorded service was on 2/5/23 at 28,175 miles by Preston Audi. As such the vehicle was not as described and therefore was mis-sold. I notified Waquar Hussain by e-mail at 14.31 that same day who said he would check with the previous owner and inform me of his findings, which he never did.I contacted the previous owner, Claire Foster, by e-mail on 3/6/25 at 09.51 for proof of the 2024 service having been performed which she was unable to provide and said that Lookers were aware and had told her it wouldn’t be a problem.Lookers Blackburn continued to dispute my claims whilst providing additional copies of that same digital service history record and maintaining it was proof of a full service history when in reality it is proof to the contrary.Gareth White, the after sales Manager, eventually agreed the vehicle had been mis-sold and made an offer of goodwill in the form of a free service when next due. I did not accept his offer as I considered a partial refund of the purchase price to be a fairer and appropriate resolution. He then asked what my expectations were in that regard. For my response I would refer you e-mails passed between us from 10/7/25 to 30/7/25 when on 30/7/25 he said he was not in a position to offer any reduction of the purchase price or reimbursement.Having failed to achieve an agreed resolution, on 3/8/25 I wrote to James Brearley, Lookers' Managing Director at that time, informing him of the situation.On 4/8/25 at 16.31, Ian Farnworth, Lookers Blackburn General Manager, e-mailed a copy of a vague invoice purporting to be evidence of the 2024 service which presumably was obtained from the previous owner who two months earlier had said she had no such evidence. Having told him I would reserve comment on that invoice for the Managing Director of Lookers that e-mail was followed on 6/8/25 at 10.34 by another which contained a second but different invoice, presumably from the same source also purporting to be evidence of the 2024 service. He claimed it was "the actual invoice with the registration and mileage on for 2024".Both invoices were 'discovered' some two months after the vehicle was sold to me and three months after the advertisement claim and the verbal confirmation of that claimed history, and despite having been declared non-existent by the previous owner, and not having been seen at any time by Lookers. Both invoices purport to be the genuine invoice and both contain glaring anomalies which cast further doubts as to their authenticity and origins.On 8/8/25 at 12.41, Simon Milne, Lookers Brand Director, sent an e-mail in which he said "they had located the missing service history record that had not been supplied at the time of sale, and that the vehicle's service history is complete and on that basis considers the matter to be fully resolved". In my reply on 12/8/25 at 11.25 I expressed my doubts that the invoices were genuine and pointed to anomalies in them.As all attempts to resolve this matter informally have failed so far, I intend to file my case in the County Court for allocation to the small claims track where I will ultimately seek relief.As you will appreciate there are a number of e-mails and other relevant documents. As the small claims court encourages the use of electronic communication, and in order to comply with court protocol, I e-mailed Simon Milne on 18/12/25 at 14.09 asking him to identify Mr Brearley's successor and provide an e-mail address to enable service of the letter before action which would contain those e-mails and documents. His reply directed me toward the GDPR help e-mail address. Whilst I have alleged a breach of GDPR by Waquar Hussein in respect of his divulging the previous owner's financial affairs (see e-mail 18/12/25 at 14.09) I do not consider it to be appropriate for effective service of that formal letter. Nonetheless, on 18/12/25 at 20.46 I did send an e-mail to them requesting that information and to date they have not replied. I sent further e-mails to Simon Milne on 19/12/25 at 06.45, 27/12/25 at 14.41, 10/1/26 at 10.53 and 22/1/26 at 8.45 and again had not received any response until this afternoon when he provided your e-mail address which has prompted this courtesy letter.The circumstances of this dispute are well documented in numerous e-mails which should be accessible to you via your internal networking. In the unlikely event of their being unavailable I am able to forward copies to you.Should you require any further information in the meantime please contact me by e-mail.Kind regardsAndrew Phillips

We checked the MOT date after purchase and noticed we had advisories on our MOT done just before we collected the vehicle . We then queried this to which got past around the houses from Sales to end up back at Sales and sent the health check which also had crosses on the brake discs which is one of the advisories as well as other crosses we were not informed off. After another day of being past around the manager has now said he will get the car checked but I just feel dissatisfied about the health check and would like some clarity. Adam has advised the x on the health check form is still okay as he would have checked and meets standard but that means VW standard is lower than that of on advisory on a MOT . He was also quite rude and dismissive and I just am quite concerned about the car I have now bought. I have two small children and travel on the motorway regularly I know advisories are not failures but to not be made aware and offered to even be made aware of this at purchase is scary

Had service 2024 which included spark plugs have when been replaced on service - Vehilce has since got a mis-fire = coil pack changed first as the spark plugs were on service invoice - customer also had to change plugs as they were in bad state . Vehicle has only done 9000 miles since last service. so customer has been told by an independent Garage that Plugs look like the plugs had not been changed on service in 2024, customer has had to pay for plug, coil packs, also he report his oil filer cap had been broken on 2024 service, Also when customer went in to branch to ask for help the customer is reporting the staff he dealt with did not care, (customer words) , Customer has a service plan to cover cost- but has had to pay additional to have vehilce rectified. Customer asked to order a cam follow branch told customer they would not order. Customer not happy with the customer service from Service manger (customer words) --- This ahs been inputted via phone call.

Lack of communication was a little frustrating, especially when attempting to confirm refund of deposit. Assumption that i was definitely buying the car before I’d seen it and keen to communicate at that point. Inside of windscreen was smeared and greasy, never revived some information I’d requested.

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.