I am writing to raise a formal complaint regarding the ongoing issue with my vehicle and the manner in which the situation was handled during my recent interaction at your dealership.Since receiving the car back from the retailer, I have unfortunately had to contact the breakdown service again. Whilst the noise can sometimes be minor, there have also been occasions where very loud creaking and knocking noises occur when the vehicle is being driven continuously. This is clearly concerning and indicates that the issue has not been resolved.I would also like to highlight that this concern was first reported while the vehicle was still under the full manufacturer’s warranty. At that time, I was advised to continue driving the vehicle as normal. Given that the concern has persisted and appears to be worsening, I am disappointed that the issue has still not been properly identified or rectified.The vehicle has only covered approximately 14,000 miles and has not been driven heavily. Experiencing this type of mechanical noise on a relatively new vehicle with such low mileage is both unexpected and concerning. I purchased the vehicle with the expectation of reliability and quality consistent with the Volkswagen brand.Furthermore, I must raise a serious concern about the conduct of a member of staff during my recent visit to the dealership. During the discussion about the ongoing problem with my vehicle, the service advisor used inappropriate and unacceptable language towards me, telling me to “F off.” This resulted in a heated exchange and raised voices within the dealership in front of other customers.I found this behaviour extremely unprofessional and unacceptable from a representative of your company. As a customer who is already dealing with an unresolved vehicle issue, this experience has been very disappointing.Given the ongoing nature of the mechanical problem and the fact that it was initially reported while the vehicle was under full warranty, I expect VW Lookers to take responsibility for ensuring that a thorough investigation is carried out and that a clear resolution is provided. I would also appreciate this incident involving the service advisor being formally reviewed.I would be grateful if you could acknowledge this complaint and advise what steps will now be taken to resolve both the vehicle issue and the concerns regarding staff conduct.

Jack went out of his way to be helpful, even when the outcome didn't turn out as planned (MY fault - not his.

I bought a car from VW Blackburn over four years ago and no longer own the vehicle.  My complaint is that for over four years I have been receiving text messages for sale events, special offers etc.  These messages say they come from Lookers.  The messages cannot be blocked.  I phoned VW Blackburn and was told the messages don't come from them and was advised to opt out via the text message, I did this was charged for doing so, but I am still receiving the same messages.  These are nuisance messages and I want them to stop, there is no provided way of stopping or blocking them.

Hello,Please can I raise a complaint against the process of trying to resolve defects on my car.I have a booking to resolve the handle recall for 5th May, I now also have a following defects:- drivers side front collision sensor intermittent fault- loose grille/trim insert below headlight- boot close button not working for automated bootI have asked your service call centre to book in my car to resolve the defects, to be told they cannot book my car in for the defects because of the recall issue.I was offered the 9th/10th April as the earliest date the defects could be resolved, along with the recall. I am not satisfied that the defects would not be resolved for 5 weeks (and we are away on holiday that week).I was then advised to call VE Assist to come and try to resolve the issues but the issues may result in my car being taken off the road, if Assist cannot resolve!I feel like Lookers/VW have forgotten about how this all feels to a customer!My feeling: as a result of my defective VW car, Lookers/VW will not resolve further defects!I would appreciate a response.Regards,Richard Wright07989 401908

I am writing to formally report multiple mechanical defects with the Volkswagen Golf (Reg: GD18 GPJ) purchased from Lookers Blackburn on 31st January 2026.The vehicle is subject to a Hire Purchase agreement with Redline Finance (Agreement No: 000040792890) and is covered by VW Approved Used Warranty (Policy No: 15101119319).As I have owned the vehicle for 31 days, I am exercising my right to a repair under the Consumer Rights Act 2015. The vehicle is not of "satisfactory quality" or "fit for purpose" due to the following faults:1. Gear Selection Failure: Intermittent inability to engage 1st and Reverse gears. This indicates a mechanical or hydraulic defect (clutch/linkage), which should have been identified during the 142-point inspection.2. Ignition Barrel/Lock Fault: The ignition frequently jams and will not turn unless physical force is applied to the key. This is a known mechanical failure point on this model and a significant reliability concern.Given the proximity to the purchase date (31 days), it is legally presumed these faults were present or developing at the point of sale.As I am based in Oldham, I will be presenting the car to Oldham Volkswagen (Swansway) for a diagnostic check under the Approved Used Warranty (Policy: 15101119319).Please note: Should the warranty administrator attempt to classify the gear selection issue as "wear and tear," I will be holding Lookers Blackburn liable for the full repair cost under my statutory rights, as a vehicle sold as "Approved Used" 31 days ago is expected to be of satisfactory quality and free from such defects.have copied Redline Finance into this email to log a formal quality dispute. I will update you once Oldham VW has performed the initial diagnostic.Regards,Kieran shaw

I am extremely disappointed with the level of service I have received from the Volkswagen dealership in Blackburn. I have been experiencing ongoing software issues with my vehicle, yet the dealership has been unable to identify or acknowledge any fault. In addition, there is a clear suspension-related noise that was diagnosed by the AA; however, Volkswagen maintains that there is no issue, while also requesting a £60 diagnostic fee to investigate further.It is concerning that recurring sensor and software-related issues appear to be common, yet customers are advised to continue driving without proper resolution. My previous car was a Mercedes Benz - both in terms of customer service and vehicle reliability, they were of a much higher standard.Overall, I feel that Volkswagen’s service standards have declined considerably, particularly at the Blackburn dealership.

Dear Sir/Madam,I am writing to raise a formal complaint regarding a very serious issue with the vehicle I purchased back in 2022 from your dealership. I have now been informed that the car supplied to me was previously stolen and subsequently recovered. At no point during the sales process was this disclosed to me, nor was I made aware of any history that would materially affect the vehicle’s value, condition, or suitability.This discovery has caused significant distress and inconvenience, and it represents a clear breach of trust as well as a potential breach of consumer protection laws. A stolen‑recovered status has a direct impact on the vehicle’s market value and insurability, and I would not have proceeded with the purchase had I been made aware of this information.In light of this, I am requesting appropriate compensation to reflect the financial loss and disruption caused. I expect this matter to be addressed promptly and professionally. Please confirm how you intend to resolve this situation within the next 14 days.I look forward to your swift response.Yours faithfully,Matthew

Hello,I purchased a used approved ID.3 EV from Katie at Lookers Blackburn on 26/11/25. During the process it was very hard to get the battery stage of health report (SoH) %. This was one of my main criteria when purchasing the car, and it noted that some other garages include it in the advert as you would with the mileage (Katie said during the test drive "a replacement battery would probably cost more than the car is worth").After asking for it several times, I was told prior to purchase that it was 91%, which was less than I would have hoped, but it was just about inside what I would accept, so I ended up going ahead with the purchase (there were 2 other almost similar ID.3s for sale, but their battery SOH was not forthcoming).After the sale, I asked multiple times for the actual SoH report for my records, and Katie eventually provided it on 22nd December, showing SoH was actually 89% at its last test. This doesn't sound like much, but does make a difference to the usable lifespan of the battery, and I made my purchase based on faulty information.I emailed Katie several times and got no response, and when I raised it over the phone she just referred me to the 8 year 100k guarantee, which I to me misses the point. She said that she would discuss with service and get back to me, and I despite me making several follow-up phone calls, I have still not had a proper response.There are other aspects of customer service that weren't great, such as the wheel locking nut not being available when I collected the car, and Katie said it would be sent out. This took over 2 months and many phone calls before it recently arrived.I would appreciate a reply and to be compensated for the battery as I was sold the EV based on incorrect information, which will likely reduce its range, reduce future sales value and/or bring forward battery repair costs.Thanks.Nathy Connolly

I was directed to the main switchboard, where a lady was very rude and patronising to me on the phone.

I purchased my car from you on 21/06/2024. Over the past few months the paint has been peeling off the font bumper. Today I took it to a local accident repair centre (VW approved) for a quote to repair it. I was advised that the issue was caused by a previous botched repair job and would need the bumper to be replaced then the new one painted and blended with the surrounding panels to fully rectify the problem that was improperly repaired previously. He also advised me that the panel that houses the adaptive cruise control sensor has been painted over, which will cause issues and require a replacement unit.The only repair I have had done to the front bumper since purchasing the car from you was the replacement of a parking sensor, and that was carried out by yourselves.I am now faced with a considerable bill for remedial work relating to an issue that pre dates my purchase of the car. Had I been aware of the issue at the time of purchase, I would not have bought it.I therefore request that you rectify the aforementioned issues with my vehicle at your own expense. As you are accredited to the Motor Ombudsman, if my complaint has not been resolved by 23/04/2026, I will refer the matter to them.