rang to purchase a vehicle and offered a good rate for the part ex. Need to pay the full amount before I go and collect the vehicle. Cust feel pressured into the purchase. Took the car home sorted tyres and then the cust wanted to use the 14 days cooling off period and is wishing to return. The cust was told no as he seen the car however he was made to pay the full balance before he could collect. Spoke to sales manager this not a very nice experience. They are trying to reflect everything. Cust is wishing to reject the vehicle for which a notification has been sent through already.

Made to pay for car upfront before viewing the car. Money was paid over the phone in Glasgow. I didn’t know I could ask for a refund as I thought I’d already bought the car.However it’s turns out my 14 day return rights are VOID! As I didn’t officially purchase the car until I arrived in person! But they took the Money off me before setting off!!! I’ve been tricked!!!!I’m also very unhappy with the attitude I have received from the staff.James

We recently purchased a vehicle from your Darlington branch, we were assisted by Ryan MacDonald.Ryan was extremely helpful from the start, very knowledgeable and keen to help. My wife and I were very impressed as he put us at ease with his friendly manner, and his willingness to go above and beyond to make sure we were happy with our purchase.His knowledge of the add on extra cover items was second to none.

I am raising a formal complaint regarding VW e-Up! registration MD72 HAO, purchased from Lookers Volkswagen Darlington on 29/05/26, and the delay in completing the agreed exchange into VW Polo registration NU23 XRO.The e-Up! has demonstrated a serious range/battery issue. Although the car initially showed a healthy range estimate and good efficiency, the available range collapsed dramatically once the battery display reached around one quarter full. On the journey from VW Darlington to Scotch Corner, the vehicle dropped to 6% battery after only a short distance, requiring an unscheduled charging stop. The charging receipt showed the vehicle took only 8.06kWh to charge from 6% to 80%, which appears inconsistent with the usable capacity expected from this vehicle. The same sudden drop in range happened again on the journey home, so this was not an isolated incident.The dealership has agreed to exchange the e-Up! for the VW Polo under the Volkswagen Approved Used exchange process. However, the exchange is currently being delayed because I have been told the dealership cannot accept the e-Up! back without the V5C.I have spoken to DVLA and received a follow-up email under reference VEL-057. DVLA confirmed that the vehicle is still showing as being in the motor trade. I understand from the dealership that, because the vehicle is currently classed as disabled, the change cannot be completed through the usual online process and must instead go through the Post Office / postal process. It may take several weeks before a new V5C is issued.DVLA has provided a process to confirm that the vehicle has been driven on public roads but has been returned to the seller. I am willing to complete that process and provide the relevant dates and dealership details requested by DVLA.Given the technical issue with the vehicle, the fact that the exchange has already been agreed, and the extended V5C process caused by the disabled tax status, I do not think it is reasonable to delay the exchange until a new V5C is issued.This is causing practical difficulties. We are not using the e-Up! because of the range issue and because it is being returned. I am also away on business next week, which will leave my wife without a car if the agreed exchange is not completed promptly.Requested resolutionPlease escalate this urgently to a decision-maker and confirm that Lookers will accept the e-Up! back and complete the agreed exchange into the VW Polo without waiting several weeks for the new V5C.I am happy to provide a copy of the DVLA email, complete the DVLA process under reference VEL-057, and provide any reasonable confirmation needed to resolve the log book position.

I am writing to formally complain about the ongoing faults with my new Volkswagen vehicle, which I collected on 27 March 2026.Since taking delivery of the vehicle, it has already been returned to the garage twice due to rattling noises within the car. The first visit related to a rattling noise from the front interior area above the mirror. During the second visit, the same issue remained and an additional rattling noise from the rear of the vehicle was identified and repaired.I am now experiencing a further noise coming from the gearstick area.I am extremely disappointed that a brand-new vehicle has developed multiple faults within such a short period of ownership. The repeated issues and repair visits have caused significant inconvenience and have left me with very little confidence in the quality and reliability of this vehicle.

I recently came into Lookers Darlington for a Visual health check. The service was superb and all of the necessary work that needed to be carried out was done ain a timely manner. Real credit must also go to Sophie Douglas who looked after me, kept me up date with things and is a real credit to the company. I wouldn't hesitate to recommend the branch and all the staff there.Thank youCarl D. TateSeaton Leng Funeral Directors, Darlington.

Purchased car late Jan 26, within a week it was back at Lookers as one window wouldn't wind back up, got that resolved then tyre pressure kept flashing up. Few weeks ago flashed up on dashboard that clutch was overheating and there was a fault with engine, took it to lookers on 15/5, they had it all day, I had to ring them to see if was ready, they did tests and would get results in 72 hours, went back to pick car up and was told it was ok to drive, googled the problems and also spoke to a mechanic of a friend who advised not too. I am fed up with the service from lookers, the promise of call backs, it is me that keeps calling or emailing, I am paying for a car I cannot use, one lady in particular has been dealing with me at lookers, she said they were trying to get it booked into a vauxhall dealer, again I had to ring her back. I rang a vauxhall dealer myself this morning and got booked in for their earliest date 12/6. I informed the lady at lookers and enquired about a courtesy car, she said vauxhall dealer should provide one, spoke to them and they said it was under warranty and that lookers should provide one. This is the first time I have purchased from lookers and I will never buy again or recommend to anyone. I intend taking this higher.

car suffers intermittent issues with the carplay and air-con, carplay remains intermittent but air-con has now completely stopped blowing cold air. has been advised after recent visit that repair will cost in the region of £1500 upwards as it a major repair involving the wiring. customer is unhappy as would need some aspect of guarantee that this repair will fix it and should the issue occur again that she will not be in the position of having to pay the same repair cost again.

Hi Ryan , hope all is well , yes you did well thanks for your help. Kind regards

Dear Sir/Madam,I am writing to formally complain about the handling of my MOT booking and the ongoing delays and lack of communication from your garage.My car was originally booked in for its MOT on 1st April, however I had to cancel the appointment due to being unexpectedly admitted to hospital. I was then informed that the next available appointment would be two weeks later, during which time my MOT expired.When I eventually brought the car in, I was told that the brake light unit was corroded and that an entirely new brake light assembly would need to be ordered. I was asked to return once the part arrived.Two days later, I brought the car back after being informed the part had arrived. However, I then received a call saying the replacement brake light had arrived damaged and that a new one was on back order from Germany.Ten days ago, having still heard nothing further, I contacted your garage again and was told the part was still on back order. During that call, I explained that I have been left without a usable vehicle because the car cannot legally be driven without a valid MOT, and I asked whether a replacement vehicle could be provided. I was told somebody would call me back, but I have received no communication since despite repeated assurances that someone would contact me.I appreciate that supply issues can happen, but the lack of updates, poor communication, and the length of time this situation has been ongoing are unacceptable. I have been left without transport for an extended period with no clear timeline or support offered.I would appreciate an urgent update regarding:The expected arrival date of the replacement partWhen my MOT and repair will be completedWhether any courtesy or replacement vehicle can now be provided given the circumstancesI look forward to receiving a prompt response and a resolution to this matter.Yours faithfully,Jenna Ford