please see attachments for customers scanned complaint letter

Bit slow in giving the requested info.

Asked a couple of questions and got no response

Dear Customer Services,Vehicle Registration: OV20 RKKI am writing to formally complain regarding the vehicle I purchased from Lookers Volkswagen at the beginning of June 2025. Since shortly after purchasing the vehicle, I have experienced repeated and serious battery-related faults, ongoing disruption, financial expense, and extremely poor customer service.The first battery fault occurred in August 2025, only a couple of months after purchasing the vehicle. As a result, the car was taken to Lookers for diagnostics and I was left without the use of my vehicle during this time.In October 2025, the vehicle again had to be returned for further diagnostics due to continuing battery concerns. The car was then taken in again in November 2025 for repair work. Although some repairs were completed, I was advised by Jaguar that the issue could not be fully resolved because an additional battery-related part was unavailable, meaning I would need to wait several months for the part to become available in order to complete the repair.More recently, I received a recall notice relating to the vehicle’s battery system and was informed that I would be contacted within six weeks regarding an appointment.Unfortunately, the situation has now worsened further. Today, whilst attempting to take my child to school, the vehicle completely stopped in the middle of the road and became undriveable. I spent the entire day making phone calls trying to find a Jaguar dealership able to inspect the vehicle. Most dealerships advised they were fully booked and unable to assist. The only dealership able to take the vehicle was Jaguar Bolton; however, I have now been informed that the earliest appointment available is 10 June.Due to this situation, I have to pay £270 for vehicle recovery and transportation to Bolton. I am once again left without a vehicle for an extended period despite continuing to make monthly finance payments for the car.I am extremely frustrated and disappointed by the level of service I have received throughout this matter. I have spent countless hours making phone calls and having repeated discussions and arguments regarding this vehicle and the ongoing issues surrounding it. The service from Lookers has been appalling, particularly considering I have been a loyal customer for nearly nine years and have never previously experienced issues of this nature.It is particularly concerning that my concerns appear to have been dismissed simply because this is not a Volkswagen vehicle, despite the fact that it was purchased through Lookers. This is the first non-Volkswagen vehicle I have purchased from yourselves, and the experience has been completely unacceptable. I will have spent months without access to a vehicle while continuing to make monthly payments, which has caused significant disruption to both my personal and family life.In addition to this, during a telephone conversation with Neil, I was specifically informed that I would not be able to purchase an extended warranty because the vehicle had not come directly from the Volkswagen Lookers garage itself. I request that this phone call be listened to and reviewed as it contains factual information relevant to this complaint. Despite this, I have since repeatedly been told that the current situation is somehow my fault because I did not purchase an extended warranty, which I find completely unacceptable given that I was advised at the time that this was not an option available to me.Given the repeated faults and ongoing battery issues so soon after purchase, I now seriously question whether this vehicle was adequately inspected and whether it met satisfactory quality standards at the point of sale. I feel thoroughly let down as a long-standing customer and expected far better support, communication, and accountability from Lookers in resolving these ongoing problems.I request that Lookers urgently investigate this matter and respond regarding:The repeated battery and recall-related faults; Whether the vehicle was fit for purpose and of satisfactory quality when sold; Review of the telephone conversation with Neil regarding the extended warranty; Appropriate compensation for the substantial inconvenience and extended periods without use of the vehicle whilst continuing to make finance payments; What resolution Lookers proposes moving forward.I would also like to highlight that, under the Consumer Rights Act 2015, any vehicle sold by a dealership should be of satisfactory quality, fit for purpose, and reliable. Given the serious and repeated battery faults that began only a short time after purchase, along with the ongoing recalls and repeated repair attempts, I do not believe this vehicle met the standard that should reasonably be expected when sold through Lookers on a PCP agreement.I would appreciate a formal response within 14 days. Should this matter remain unresolved, I will have no option but to escalate the complaint through the relevant ombudsman and consumer rights channels.I look forward to hearing from you as a matter of urgency.Yours faithfully,Kaitlin Holt

cust paid £200 deposit, 23.04 decided didnt want to go ahead with the purchase.The cust has been told the payment had been made some time ago but the cust hasn't received it.The cut is still interested in the vehicle however the salesman has put the cust off.

Dear Customer Services,I am writing to formally complain regarding the vehicle I purchased from Lookers Volkswagen at the beginning of June 2025. Since shortly after purchasing the vehicle, I have experienced repeated and serious battery-related faults, ongoing disruption, financial expense, and extremely poor customer service.The first battery fault occurred in August 2025, only a couple of months after purchasing the vehicle. As a result, the car was taken to Lookers for diagnostics and I was left without the use of my vehicle during this time.In October 2025, the vehicle again had to be returned for further diagnostics due to continuing battery concerns. The car was then taken in again in November 2025 for repair work. Although some repairs were completed, I was advised by Jaguar that the issue could not be fully resolved because an additional battery-related part was unavailable, meaning I would need to wait several months for the part to become available in order to complete the repair.More recently, I received a recall notice relating to the vehicle’s battery system and was informed that I would be contacted within six weeks regarding an appointment.Unfortunately, the situation has now worsened further. Today, whilst attempting to take my child to school, the vehicle completely stopped in the middle of the road and became undriveable. I spent the entire day making phone calls trying to find a Jaguar dealership able to inspect the vehicle. Most dealerships advised they were fully booked and unable to assist. The only dealership able to take the vehicle was Jaguar Bolton; however, I have now been informed that the earliest appointment available is 10 June.Due to this situation, I have to pay £270 for vehicle recovery and transportation to Bolton. I am once again left without a vehicle for an extended period despite continuing to make monthly finance payments for the car.I am extremely frustrated and disappointed by the level of service I have received throughout this matter. I have spent countless hours making phone calls and having repeated discussions and arguments regarding this vehicle and the ongoing issues surrounding it. The service from Lookers has been appalling, particularly considering I have been a loyal customer for nearly nine years and have never previously experienced issues of this nature.It is particularly concerning that my concerns appear to have been dismissed simply because this is not a Volkswagen vehicle, despite the fact that it was purchased through Lookers. This is the first non-Volkswagen vehicle I have purchased from yourselves, and the experience has been completely unacceptable. I will have spent months without access to a vehicle while continuing to make monthly payments, which has caused significant disruption to both my personal and family life.In addition to this, during a telephone conversation with Neil, I was specifically informed that I would not be able to purchase an extended warranty because the vehicle had not come directly from the Volkswagen Lookers garage itself. I request that this phone call be listened to and reviewed as it contains factual information relevant to this complaint. Despite this, I have since repeatedly been told that the current situation is somehow my fault because I did not purchase an extended warranty, which I find completely unacceptable given that I was advised at the time that this was not an option available to me.Given the repeated faults and ongoing battery issues so soon after purchase, I now seriously question whether this vehicle was adequately inspected and whether it met satisfactory quality standards at the point of sale. I feel thoroughly let down as a long-standing customer and expected far better support, communication, and accountability from Lookers in resolving these ongoing problems.I request that Lookers urgently investigate this matter and respond regarding:The repeated battery and recall-related faults;Whether the vehicle was fit for purpose and of satisfactory quality when sold;Review of the telephone conversation with Neil regarding the extended warranty;Appropriate compensation for the substantial inconvenience and extended periods without use of the vehicle whilst continuing to make finance payments;What resolution Lookers proposes moving forward.I would also like to highlight that, under the Consumer Rights Act 2015, any vehicle sold by a dealership should be of satisfactory quality, fit for purpose, and reliable. Given the serious and repeated battery faults that began only a short time after purchase, along with the ongoing recalls and repeated repair attempts, I do not believe this vehicle met the standard that should reasonably be expected when sold through Lookers on a PCP agreement.I would appreciate a formal response within 14 days. Should this matter remain unresolved, I will have no option but to escalate the complaint through the relevant ombudsman and consumer rights channels.I look forward to hearing from you as a matter of urgency.Yours faithfully,Kaitlin Holt

Not had the courtesy of a call back from the Blackpool branch. Head office called me promptly and said Blackpool would be in touch, but it never materialised!

I came in on Saturday 18th April to get a quote to sell my VW Tiguan. A man (far back desk in the sale dept), he took my details and some details about my car said he’d ring me in 20-30 mins with a quote… nothing. I rang back on the Monday to query this and a manager apologised and took my number and name and said he’ll get back to you no problem and it's now the 6th May and no one has made contact? Terrible customer service! I wanted to buy a new car but can't think why I would ever visit this store again?

I am writing to formally complain about a vehicle I purchased from your dealership in January 2026.Vehicle details: Volkswagen Tiguan Allspace R-Line, registration XX51 DDD.Since the date of purchase, the vehicle has had the following faults:- Keyless locking system does not function- Paintwork defects which appear to have been covered up; after a car wash, this revealed rust underneath- Dent in the door which was not visible prior to purchase and only became apparent after washing the vehicle- Scratch in the windscreenIn addition, the following items were agreed at the point of sale but have not been provided:- Additional car mats- Private number platesFurthermore, I explicitly requested that the vehicle be registered in my brother’s name at the point of sale. This instruction was not followed, and the vehicle was instead registered in my name without my consent.I have contacted your dealership repeatedly since January in an attempt to resolve these issues. Despite my consistent efforts (approximately weekly contact), the matter remains unresolved, and more recently my communications have been ignored entirely.Under the Consumer Rights Act 2015, the vehicle must be of satisfactory quality, fit for purpose, and as described. The faults listed above, particularly the apparent concealment of paint defects and underlying rust, along with the failure to provide agreed extras and the incorrect registration, mean the vehicle does not meet these legal requirements.As I am within six months of purchase, these issues are legally presumed to have been present at the time of sale. You have been given more than sufficient opportunity to repair the vehicle or otherwise resolve this matter and have failed to do so within a reasonable time and without significant inconvenience to me.Given the above, I am now exercising my final right to reject the vehicle and request a refund.Please confirm within 14 days:1. Acceptance of my rejection of the vehicle2. Arrangements for returning the vehicle3. The timeframe for issuing my refundIf I do not receive a satisfactory response within this timeframe, I will escalate this matter without further notice.I strongly advise you to treat this matter with urgency.

I’m writing to formally express our dissatisfaction regarding the vehicle we purchased from you on Friday 24th.To be clear, we are extremely disappointed with the experience so far. Within days of purchase, the car (DE21 EYZ, ‘21 ID.4) developed multiple faults, including repeated resets of the infotainment system whilst driving and an issue with the driver’s side front door not locking properly. Given the safety implications—particularly with a four-month-old child—this is simply not acceptable.As a result, the vehicle has already been returned to your service centre and, at this point, has spent more time back with the dealership than it has at our home. For what was intended to be our “dream” family car, this has significantly undermined our confidence and left a very sour impression.We made a deliberate decision to purchase from a main dealership rather than privately, specifically to benefit from the quality assurances and customer support that should come with that. Unfortunately, the experience so far has fallen well below those expectations.While I would like to recognise that Grace, and particularly Holly, have been very helpful on the service desk, communication more broadly has been extremely frustrating. We have experienced repeated issues trying to reach the relevant teams, including calls ringing out, being passed between departments, and on several occasions calls being picked up and then disconnected. This has only added to the overall dissatisfaction.At present, we still do not have a clear timeline for when the vehicle will be repaired and returned to us. This lack of clarity is unacceptable given the circumstances.In addition, the courtesy vehicles provided - whilst grateful to be on the move - have not been comparable replacements. They are significantly smaller than the vehicle we purchased, which has created practical challenges. The ID.3 offered does not offer sufficient range for journeys we had already planned. As a result, we took the petrol T-Roc required us to incur additional fuel costs totalling £40 (on top of the £30 initially provided), which would not have been necessary had we been able to use our own vehicle as intended. We have retained receipts for these costs and will be seeking reimbursement.We would like to understand:- What actions are being taken to fully resolve the mechanical and electrical issues identified- When we can expect the vehicle to be returned, with a clear and realistic timeline- What steps the dealership intends to take to restore our confidence in the vehicle- How the dealership intends to address the additional costs and inconvenience incurred, including reimbursement of fuel expenses- What gesture of goodwill or compensation will be offered in light of the overall experienceThis situation, occurring almost immediately after purchase, is not in line with what we would expect from a main dealership, and we would ask that it is treated with appropriate urgency and seriousness.We look forward to your prompt response and a clear plan to put things right.