Made an online enquiry about a car. Was contacted by a lady who said the information would be passed to the dealer. Never heard anything else !!

please see attachment for customers scanned complaint

Peter at Blackpool was very patient and good to deal with , top guy.

Neil whom we dealt with was great ,no pressure very informative it was a no stress meeting and we were both really pleased.

Good afternoon,I am writing to formally raise a complaint regarding the handling of a warranty issue with my vehicle.On 9th March 2026, my vehicle developed a fault where the electric wing mirrors became stuck, preventing them from moving correctly. This meant I could not see properly through the mirrors and it raised a safety concern. When I contacted the dealership I was advised to call emergency assistance.I contacted emergency assistance and explained the issue. During this time, I was able to manually free the mirrors, and I was advised that as the mirrors were now able to move it was no longer considered an emergency situation. However, I was advised that the vehicle should still be inspected by the dealership as soon as possible and that a report would be sent to the dealership recommending that they contact me to arrange this. I was also advised that if the issue were to occur again and the vehicle could not be driven safely, they would be able to refer the case to their mobility assistance service, through which a hire vehicle could potentially be provided.After waiting 48 hours without any contact, I called the dealership myself to arrange an appointment. I was initially advised that the earliest available appointment was in four weeks, or seven weeks if a courtesy car was required. Given that the fault affects mirror operation and visibility, I explained that such a delay seemed unreasonable due to the potential safety implications if the mirrors fail again.After the emergency assistance report was checked, I was advised that the vehicle could be brought in sooner. However, I was also told that no courtesy car or collection/drop-off service would be available until 27 April. As I live and work a considerable distance from the dealership and public transport options are extremely limited, this does not provide a practical solution.During the call I also asked whether collection and delivery of the vehicle could be arranged. This option was not initially mentioned and was only checked after I suggested it. I was then advised that my address falls outside the maximum distance for this service.I also asked whether it would be possible to wait at the dealership while a diagnostic inspection was carried out. I was informed that the vehicle would need to remain with the dealership for the entire day and that waiting while the diagnostic was completed was not an option.In addition, I was advised that the dealership cannot confirm whether the issue will be covered under warranty until a diagnostic inspection is completed, and that if the fault is not covered I may be liable for a diagnostic charge of £120. While I understand that diagnostics may be necessary, I would expect confirmation that no chargeable work will be carried out without my prior authorisation.Overall, the outcome of the discussion was that there is currently no practical way for me to have the vehicle inspected within a reasonable timeframe despite the issue affecting a safety-related component.I would therefore appreciate it if this matter could be reviewed urgently and whether any of the following can be arranged:• An earlier inspection appointment• A courtesy vehicle or alternative transport solution• Collection and delivery of the vehicleIn addition, given that the fault affects the operation of the wing mirrors, I would appreciate written confirmation as to whether the vehicle is considered safe to continue driving with this issue present. As the mirrors are a critical safety component affecting visibility, I would also appreciate confirmation of this in writing so I can understand whether it is appropriate to continue using the vehicle.If this matter cannot be resolved, I will need to escalate the issue to the vehicle manufacturer’s customer services team.I look forward to your response.Kind regards,Dale Heatherington

Afternoon Mr Knight,I've already told VW customer service and your service team I do not accept a diagnostics fee for a known vehicle fault. If this means Lookers will not honour my booking I will take legal advice instead. Please advise?I bought the car from Arnold Clark. Your information about a warranty repair for a steering wheel module carried out on 1st February 2024 just before I purchased the car is interesting. It shows this was a known fault, which has clearly not been repaired. It seems the work was enough to hide the fault until after I had bought the car, which at the time was not of merchantable quality.Sincerely,Paul Longton________________________________________From: John KnightSent: Monday, March 9, 2026 5:45 pmTo: Paul Longton; Contact VW Blackpool; Customer FeedbackCc: customerservices@volkswagen.co.ukSubject: RE: Mk8 Golf GTI Steering Wheel - Emergency Assist/ Travel Assist Fault – Widespread Owner ReportsEvening Mr LongtonThank you for your email, I am sorry to hear that you are having an issue with your car.When you made the booking, you will have been told about the diagnostic fee which is £100+VAT this covers the 1st hour for the technician to look at the issue. If they determine that it does require the steering wheel module to resolve the issue, we will as always explore all factory goodwill avenues on your behalf before completing the repair.If there is no goodwill available, we will present you the cost of the repair for you to review and agree before the repair is carried out.In terms of your legal rights, where did you buy the car from? I can’t see a record of sale from Blackpool VW.I can also see in the history of the car that it had a warranty repair for a steering wheel module carried out on 1st February 2024.ThanksJohnJohn KnightGeneral ManagerLookers Volkswagen BlackpoolVolkswagen House, Ashworth Road | Blackpool | FY4 4UWT: 01253 695 555lookers.co.uk/volkswagenFrom: Paul LongtonSent: 09 March 2026 17:13To: Contact VW Blackpool; Customer FeedbackCc: customerservices@volkswagen.co.ukSubject: Mk8 Golf GTI Steering Wheel - Emergency Assist/ Travel Assist Fault – Widespread Owner ReportsExternal Sender: Confirm legitimacy before acting.Dear Lookers VW,My Golf GTI PK21 XDF is due in your Blackpool service centre this Thursday 12/3/26 for diagnostics, including the above known issue.I am experiencing frequent Travel Assist and Emergency Assist related warnings on my 2021 Golf GTI — often linked to the steering wheel capacitive sensor and modules. Although this fault is not yet listed on the DVSA recall database (I am investigating this), there are many owner reports from international forums showing that this error is frequently discussed as a hardware issue affecting Mk8 models, and that dealers often replace the steering wheel or module as a corrective action.I request that the diagnostic for this issue be carried out in the context of a widely reported defect and that the resultant fee be handled accordingly (e.g., waived or refunded if the fault is confirmed as part of this known pattern).I will take advice on my legal rights regarding this widely reported fault, which was not told to me when I purchased this vehicle and may also be a safety issue.Please advise before 12/3/26.Sincerely,Paul Longton

Helpful, knowledgeable staff

Nice salesman,clean tidy showroom

Subject: Formal Complaint – Volkswagen Polo GTI (Reg: PF75 CVP)Date of Purchase: 27 December 2025Dear Lookers Team,I am writing to formally raise a complaint regarding the purchase of the above vehicle on 27.12.05, acquired via a PCP agreement.Upon entering the vehicle to drive it away, I discovered for the first time that it did not feature keyless start/stop and instead required manual ignition. Shortly afterwards, I learned that the vehicle is also not equipped with a reversing camera or keyless entry. At no point during the sales process was I informed that these features were absent or that they were optional extras not included on this specific vehicle.During my discussions with Keith regarding the vehicle’s specification, no such omissions were highlighted. A two‑sided checklist was present on the desk, but we did not go through it together. It is entirely unreasonable for such fundamental aspects of a vehicle’s equipment to only come to light at the moment of collection.As a premium model within the Polo range, I purchased this vehicle with the reasonable expectation—based on prior experience and standard market norms—that these features would be included. The failure to disclose their absence constitutes, in my view, a material omission under the Consumer Protection from Unfair Trading Regulations 2008. Furthermore, under the Consumer Rights Act 2015, the vehicle does not meet the description I was led to believe applied during the sales consultation. My previous three Polo GTIs, all purchased from Lookers (including one from your Preston branch), were described accurately and comprehensively. I reasonably expected the same standard of transparency.I must also express my deep concern regarding the false narrative presented to me by John Knight and other members of staff regarding events on 22 December. The suggestion that I started the car in the showroom, spent 45 minutes inspecting it, discussed reversing camera options, or rejected a white Polo GTI from Blackburn is entirely untrue. None of these events occurred.The version of events provided by your staff is inaccurate, contradictory to my experience, and suggests coordinated attempts to cover up a failure to disclose key information about the vehicle’s specification. My son, who was present, can confirm that these interactions did not occur. These are not simple misunderstandings; they amount to fabricated statements that undermine my integrity and attempt to shift responsibility away from Lookers.When I asked John Knight to review CCTV footage, I was informed that cameras were not recording in the relevant area. The timing of this is notably convenient, as the footage would corroborate my account. I am formally requesting that you review all available CCTV, including footage covering my time at the salesperson’s desk. This will clearly show that Keith spent the majority of that period away from his desk and that no video, images, or details of any white GTI from Blackburn were presented to me. You may also review Keith’s internet activity during this time, which will confirm no such vehicle was shown.Given the seriousness of this matter, I am requesting:A full and impartial investigation into the conduct of the staff involved and the events of 22 December.A review of all available CCTV footage from both the showroom floor and the sales desk area during my visit.Disclosure of all internal notes, communications, and records relating to my purchase and the interactions preceding it, to be provided under a GDPR Subject Access Request.I expect this matter to be treated with the seriousness it warrants. The inaccuracies presented by your staff, combined with the failure to disclose material information regarding the vehicle’s specification, represent significant breaches of consumer legislation and of the trust I have previously placed in Lookers.I look forward to your prompt response and a resolution to this matter

Good advice about what model to look for