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.

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