cust purchased her vehicle last week and feels like she needs to complain about the member of staff, Katy Trickett. At the beginning was very pleasant, called to see if car was available and could go that evening. Asked the customer to fill out the finance documents and Katy had the driving licence, credit went through and agreed to go back at the weekend. Katy called and advised the credit had gone through but the id check hadnt gone through. Checking that the customer's name was correct and asked if she was Jenny or Jennifer on her birth certificate. The cust was flustered with work and said she needed to check her documents. To which Katy replied what you dont know what your name is. Cust apoligised and said Katy would need to stop there and her behaviour was really rude. The cust felt she was being pressurized into the sale of the vehicle. She wanted cust to come Friday and not Saturday. You will have to transfer the amount for the car on Friday and not Saturday if she can only make it in on Saturday. If you are going to collect the car on Saturday it would have to be first or last thing in the day as Saturday is the busiest day of the week. Cust then agreed to have a video of the car sent out, but then had to chase her for the video. She asked what video and then what the video was going to be of. The cust was then told there was no scratch on the windscreen. She then rudely said she would get the video sent over. Cust didnt really want to go elsewhere as a hard credit search had been put on her credit file. The video wasnt great, but transferred the money so the sale would go through. No receipt for the £12,500. Called into the dealership with her cousin and Katy was quite pleasant. There was no scratch on the windscreen. Cousin had to leave, and then the customer asked for another test drive as she hasnt had an automatic before. There was a scratch on the wing mirror but she then made the cust very uncomfortable. The paper work wasnt correct addidition items taken. The paper work had the wrong information for the vehicle. Katy replied it wouldnt affect the warranty and she would update it on Monday. Cust wanted the documents to be corrected and the cust waited for the documents to come back to her. No full service history, and the car was advertised with full service history. Katy checked and advised she had one for 2025, then the customer asked where 2023 was and Katy said it was registered in 2023. She then put the customer on hold and went away somewhere. On a regular basis Katy would speak over the customer and just makes her feel very uncomfortable.

Hi,I am afraid I have to complain about this email below and received today 28/12/25,primarily because I received an email similar to this last year.The email is headed " Your PL73GUE T-ROC is overdue a service.My car was registered new on the 14/12/2023It was serviced on the 14/12/2024AND will therefore be next due on the 14/12/2025IT IS NOT OVERDUE. My current mileage is10722.To add to my frustration I telephoned Lookers Blackburn service booking number to report thisonly to be asked more information for identification than necessary. Especially when the personon the other end did not speak with clarity. I apologise but I hung up on him.Could you please ensure my service renewal notification works correctly in future.RegardsStephen GoodP.S. Quick question, can I have my vehicle serviced at a different Lookers VWbranch if the vehicle is on a service plan?------ Original Message ------From: no-reply@mg.myvolkswagenretailer.co.ukTo: stephen.good@btinternet.comSent: Tuesday, October 28th 2025, 08:39Subject: Your PL73GUE T-ROC is overdue a service.Book online or call us today. Can't see the email view onlineYour service is now overdue.We've got you. Hello Stephen,It’s time to book your T-ROC, PL73GUE for its service.Call us: 012546 86686You don’t need to worry about a thing, we’ll make coming in for your visit easy. You can choose to wait while we work, opt for a loan car, or use our collection and delivery service. And if we spot anything extra that needs to be done, we’ll send you a short video explaining it.Good quote? We’ll match it! We offer a like-for-like quote for servicing, repairs, maintenance or tyres.Lookers Volkswagen BlackburnWe’ll sort it.Lookers Volkswagen BlackburnUnit 1, Trident ParkBlackburnLancashireBB1 3NU012546 86686Spread the cost of your Volkswagen servicing, maintenance and repairs with 0% finance available°.While you wait, loan car, collection and delivery†VolkswagenPrice Match∞Two-Year Parts and Labour Warranty¶© 2025 Volkswagen Passenger Cars. All rights reserved.†Charges may apply for loan cars. Collection and delivery is subject to availability, contact your Retailer for further information.∞We offer Price Match for a like-for-like written quote for a service, maintenance, repair, or new tyres from any other garage within 5 miles, which also includes genuine Volkswagen parts. T&Cs apply.¶Parts and labour warranty applies after the manufacturer warranty has expired and does not include wear and tear items.°PayLater is an unregulated credit agreement provided by Bumper International Limited. There is no set-up fee or interest. Late payment fees will apply. Borrowing more than you can afford, paying late or missing payments may impact your credit score and your ability to borrow in the future. Subject to status, 18+, UK residents only. T&Cs apply.Depending on the age, mileage and service history of your vehicle, additional items may be due. Please call us on 012546 86686.You are receiving this email because it is our duty of care to advise you when work is due to be carried out on your car. While every effort is made to ensure its accuracy, the information in this email is not binding and is subject to change.Registered Office: 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GURegistered Company Number: 143470Privacy Policy Unsubscribe

My initial telephone conversations with Jack Ashurst could not of gone any better polite listened to what I requesting regarding your car for sale (Jack is an asset to Lookers Blackburn). Then totaly respectful regards to our p/x & subsequent quotation. Unfortunately due to distance from us & p/x value we did not take the purchase of your car any further.

Please respond.The 3 pin charger is also tripping out to the house electrics. Nothing else causes this issue, so I've narrowed it down to a charger or car fault.Please acknowledge as I'm conscious of the 30 day terms of sale.

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.