Rachel tried her best to promote the vehicle I had initially shown interest in.However, I researched information about the make and model and decided not to proceed further with the vehicle.Rachel accepted my reasoning and retained the enquiry open until I confirmed absolutely that I was no longer interested.

Bought a used VW Passat Estate from Lookers VW Darlington, Excellent service from this dealership. Unfortunately the car developed an issue after only 5 miles of driving it away from the showroom. However after I made a call to them, they asked me to bring it straight back. After about 20 mins they gave me the keys to thier Tiguan demonstrator and said the would contact me when my car was ready. After a week, my car was ready. I was a little annoyed that I had to travel back down from Scotland (3.5hours) to Darlington and take time off work. I did offered to meet half way but was told this was not possible. However they did give me a full tank of fuel to get home.

Hello Feedback,I refer to my meeting with Jennifer Keenan at Lookers, Darlington yesterday regarding buying a new car.Jennifer was extremely polite, knowledgeable and efficient.Quickly established my needs and explained any issues thoroughly.I thought she cared about the ‘deal’ but, most importantly, she cared about me and my deal.Thank you Jennifer.Bob

Hello my name is Mr Deighton and I bought a used VW T-roc in February 2025 so last year from Lookers Darlington,  my car has has its 1st service since I bought it and I took it to VW Pullman in Sunderland,  after the service was done the Manager advised me that they had to fit a replacement sump plug which can only be used once so the next service is due next year and the car will need a New Sump which will be expensive as the plug was over tightened by the previous service which will be off VW Lookers in Darlington. I have tried to contact the Dealership on several occasions but no one replies back to me.On my next service next year the car will require a new sump due ro a VW experienced mechanic employed by Lookers Darlington. What are my options as I should never have ro pay for a new sump onto of an already service.Many thanksMr Deighton

Dear Lookers, I lease a Mk Tiguan and chose it because of long history owning VW cars and all its new safety features. Last week a series of amber warning lights came on which will not clear .... i took a photo of the warning lights and drove to my local dealer in darlington .... their service manager was very helpful and said that it would need to be booked in under warranty to be attached to the computer to see what is wrong. Unfortunately, and he apologised about this, the first available slot in 28th April due to lack of staff. He advised that possibly your larger dealership in Teesside might have an earlier slot. I just drove there and spoke to a helpful lady in servicing who booked me in for 18th February and i would need to leave the car there for the day, at the time i thought this might be ok, however i now realise i have meetings that day in Darlington, so would need a courtesy car. I rang the dealership in Teesside to arrange an alternative day, there was one available but the lady advised there was a £35 fee to pay for insurance to cover the courtesy car? To be sincere, my car is 18 months old and under warranty, surely it can not be fair to ask for £35 car for a warranty issue? I will leave the booking as it is for now in the hope that this fee can be waived, as a loyal VW customer for the last 15 years i am less than impressed with this situation and hope something can be arranged on a fairer basis?

Initially brilliant service from the lady spoken with about a PCP on a new car. I paid a £99 refundable holding fee for the car I was hoping to buy however the figure quoted was too much and I decided to not go ahead with the deal.I have not received the holding fee back despite email conversations with the lady spoken with and the last two have gone unanswered. Not sure why they have not refunded me my money as agreed despite having my bank details. Still waiting for over a week now. Not happy!

Quick and efficient, thank you

The staff were very helpful and knowledgeable about the vehicles on site.

Dear SirsI am writing to express my extreme disappointment in the service I have received from Lookers following the purchase of a car on 09/06/25 with the registration NU71 ZNN. I purchased the car from lookers Darlington, it was sold under ‘used & approved’ and on purchase I was informed this car had a full dealership service history, and had under gone a thorough approved used inspection. I chose Lookers, as a reputation for a reliable main dealership and I wanted a reliable car, with the assurance that I was not getting done over by a back street garage. The main dealership represented honesty, reliability and reassurance and to quote your website was guaranteed –Thorough Approved Used InspectionEvery approved used and nearly new car we retail has passed numerous checks and tests, to give you peace of mind when you buy. The servicing and vehicle history will be confirmed independently in full.This includes a:• Verification that the used car has never been written-off or stolen.• Up-to-date status on scheduled maintenance and MOT tests.• Multi-point test, expertly carried out by one of our fully trained technicians.• Thorough and accurate inspections that meet our own high standards.Buy any used or approved used model from Lookers and you will receive the same high level of customer service and aftersales support as our new car customers.At this time I was also convinced to purchase the warranty as due to it being a second hand car this would ensure all parts are covered in case of any issues.I started to notice issues with the clutch system in early December 2025, but with no warning errors showing I believed this was due to the cold weather and due to me owning the car for only 6 months at this time didn’t think much of it. This issue then became persistent throughout December and the first warning light came on advising me to take the car to a workshop for a check up on 2 January 2026 .I contacted VW who scheduled an appointment at the earliest date which was 15/01/2026 with VW Lookers Northallerton, due to the Darlington branch not been available for bookings until February. While on the phone to the lady at VW booking the appointment, she asked if I wanted a service on the vehicle, as she stated the last service was done on the vehicle in ‘2023’. I advised the lady I had only purchased the vehicle 6 months ago and that I was assured that the car had had a full service done before purchase as advised by the salesman under the ‘used & approved’ car sale. She told me this was not the case which has left me confused about the car and Lookers honesty and commitment to customers.I went ahead with the scheduled vehicle check and oil service at VW lookers Northallerton who informed me of the issues with the car which was given as ;-Break disc front scored-Break disc back scored-clutch slipping in need of new clutch-new fly wheelWhen speaking to Northallerton after diagnosis, I was told it would cost £2690 , in repairs for a car which at this stage I had only had for 6 months. I advised them of the warranty I had took out, at point of sale and was told this would not cover the damages due it been a ‘wear and tear issue’ . I explained to the technician I had only had the car 6 month and advised again that the call centre operator at VW stated the car had not been serviced before sale. I asked if she could check on the records, as I had not been given these at point of sale, nor been advised how I could access them, despite been told that the service had occurred and that the car had a full VW service history. I advised the Northallerton technician I would come to pick up the car as they where not the point of sale dealership and I wanted to bring the matters to the Darlington branch, for them to be able to check their records and repair a fault that should have been highlighted due they presale inspection and highlighted at point of sale as a minimum.I picked up the car and next day headed to the Darlington branch to explain the situation. I provided the diagnosis printed by Northallerton and once again explained the situation. I was told that it was a ‘wear and tear issue’. I was told “it will be because of the way I drive it” , I stated since purchase of the vehicle I had only put 2400 miles on the car! I was told nothing could be done, and told again that the warranty would not to cover this. I was told that the missing service was most likely in paper copy as the salesman would have checked this before signing off on the car. I requested a copy and was told I would need to speak to sales staff regarding this as ‘they sold you the car and is nothing to do with maintenance team’I then booked in the car for the repairs and was advised that unlike Northallerton that the breaks were not in need of repair but still that the clutch was slipping due to extreme wear. Was then told it would cost £1440 and would be without a car for the 3 days of repair without an offer of a courtesy car.When I collected the car from Lookers Darlington after the work was done, I was handed a sheet with 5 starts circled and told to give them a 5 star review as they had looked after me. I took the car back to Lookers Darlington a week later as something was dangling from below the car, following the work done initially.In short the experience I have received from Lookers is not what I would expect from a main dealership. I expected service and honesty worthy of the VW brand. The service I have received has been more like a back street wheeler dealer. I would like a written apology for the misinformation they gave me at purchase. Assuring me the car was serviced & had the through used car inspection, extending a warranty to cover all work, when none of this was the case. The inconvenience caused with not been able to have a vehicle for the days the car has been in the workshop, with no offer of a courtesy car.I request a full refund for all work done on the vehicle since purchase and a full refund on the warranty that was purchased. Or a chance to return the car for the full balance paid including all additional charges when bought.I look forward to your response.

Car issues