Caroline Oates6 Westfield DriveHurworthNr DarlingtonDL22EQmobile 07779571262Email cazoz@sky.comTo Lookers Volkswagen DarlingtonWest Auckland RoadDarlingtonDL3 0UXDate: 22.04.2026FORMAL LETTER OF REJECTION: Vehicle Registration NU26 OLCDear Dealer Principal,I am writing to formally reject the above vehicle and request a full refund of the purchase price and all associated products, under the Consumer Rights Act 2015. My grounds for rejection are that the vehicle was misdescribed and does not meet the specific requirements I clearly stated prior to purchase.Background and Chronology of Events:• 14th March 2026: My previous vehicle (RJ18 YJO) was written off in an accident. On the same day, I suffered a broken wrist requiring surgery and a metal plate.• 19th March 2026: I visited Lookers Darlington to source a replacement. I spoke with Sales Executive Rachael Wright and provided exacting specifications, specifically: Metallic paint, Diamond cut alloys, and Heated Seats.•Misrepresentation: Ms. Wright advised me that heated seats were now standard factory-fitted items on all new VW Golf models and were activated via a monthly subscription on the VW App. Ms Wright recollected a customer who has purchased a VW Golf, and has activated the package. Relying on this information, I proceeded.•26th–31st March 2026: Ms. Wright located a VW Golf Match (NU26 OLC). I placed the order based on her repeated guarantees that heated seats were factory-fitted. I also purchased GardX, SMART Protection, and a Service Package.•2nd April 2026 (Handover): During the demonstration, Ms. Wright attempted to activate the heated seats via the in-car entertainment system. After a significant period of time and consultation with a colleague, she assured me they were definitely fitted and would activate via the app, it might just require time for the app, keys and registration to synchronise and update.•9th April 2026: Ms. Wright contacted me to admit that the 2026 VW Golf Match is not factory-fitted with heated seats and the feature cannot be activated via the app. Ms Wright conveyed that VW had not communicated the change to VW Golf cars in 2026, leaving her personally unaware.• 10th April 2026: Ms Wright contacted me suggesting that Lookers are look into "retro-fitting" heated seats.Reason for Rejection:The presence of factory-fitted heated seats was a condition of the contract. I was explicitly told the car had this hardware; it does not. Under the Consumer Rights Act 2015, goods must match the description given. As the vehicle does not meet the agreed specification, I am entitled to a full refund.I have no interest in a "retro-fitted" solution, as this alters the vehicle from its factory-original state and may impact future value/reliability. I would not have purchased this vehicle had the correct information been provided.The vehicle has only been driven once (from the showroom to my home) and currently sits on my driveway with10 miles driven.Required Action:I require a full refund of the purchase price, plus a refund for the GardX, SMART Protection, and Service Package. or alternatively significant cash compensation for the inconvenience of not having the promised feature for the expected lifetime of ownership (8 years based upon my previous VW Golf) plus the stress this has caused.Please contact me within 7 days to confirm your actions to confirm your next stepsYours sincerely,Caroline Oates

I am writing to formally raise a complaint regarding a vehicle I recently received as part of a PCP agreement review conducted at your dealership.I was invited to attend an agreement review, during which a member of your sales team discussed my specific needs for a new vehicle. I made clear that my priorities were cost-effectiveness, improved safety, and ease of access — in particular for getting a newborn in and out of the vehicle. Based on those stated needs, your sales team presented me with a brand new 2026 Volkswagen Tiguan R-Line and provided me with the full vehicle specification, which included an Electric Tailgate as a key feature directly relevant to my requirements.Crucially, your sales representative confirmed this specification in writing, explicitly stating that the vehicle being presented was "This exact car." I have retained this written communication and I am prepared to provide it as evidence.Upon delivery, I was informed by your sales team that the Electric Tailgate was not included in the build — and had never been — as the specification provided to me related to a newer build than the vehicle that was actually supplied. I was also advised that this feature is now standard on the Tiguan R-Line, yet this was not disclosed to me at any point prior to the day of delivery.At that stage, your team presented me with limited options: re-order a new vehicle with a significant wait time and additional monthly cost, while my existing vehicle depreciated in value. Faced with these circumstances, I felt I had little choice but to accept the car. However, I wish to make clear that this acceptance was made without full knowledge of the extent of the discrepancies (missing features, full build specification of the car I was purchasing).In addition to the missing Electric Tailgate, I have since identified further features that were included in the specification I was shown but are absent from the vehicle delivered to me:• Keyless Access• First aid kit with warning triangle and safety vestFurthermore, your management team verbally indicated that compensation would be provided to acknowledge the inconvenience caused. To date, no such compensation has been received, despite repeated chasers.I believe this matter constitutes a clear misrepresentation of the goods supplied, and I am formally requesting the following:1. Confirmation of the full list of specification discrepancies between the vehicle I agreed to and the vehicle delivered.2. A meaningful resolution to address those discrepancies — whether through retrofitting the missing features, a like-for-like vehicle exchange, or a reduction in the agreement cost.3. Delivery of the compensation your management team committed to provide.I request acknowledgement of this complaint within 5 business days and a proposed resolution within 14 days. Should this matter not be resolved to my satisfaction, I reserve the right to escalate to the Motor Ombudsman and seek further independent advice.I look forward to your prompt response.

Was not welcomed into the show room and felt very pushed at the appointment to please an order even before test drive.

Despite your promise to contact me within 14 days regarding Ticket No 87340234 on 2nd April, I do not appear to have received anything further

Made an appointment for a specific time when i turned up on time I had to stand and wait for 1 hour 15 mins to even speak to a salesperson. All whilst my wife and 3 kids sat in the car.

Excellent staff

Lookers got back to me very promptly.

They didn’t have or get a ID 5 GTX to test drive which I thought was strange as it is a vw dealership. Not buying something at that price without test driving it first. I ended up ordering a Cupra Tavascan VZ1. Which they had there for me to test drive. Very disappointed with vw that they didn’t have one to test drive.

Not one for complaining but can justify this - very poor service and we are out of pocket. The second point on 2 accounts, 3 additional unplanned train fares x 2 people costing £250 to get home and a deposit refund still outstandingSpoke with Manager Joe and Sales Executive Ryan prior to our car collection visit on 13th MarchLeft our house at 7.30am to get the 8am train, returning home 9.30pm totalling 14 hoursIn between, we had a test drive, waited on a check being done on the engine management system, told it could not be fixed around 2 hours after arriving at the garage and waited on a taxi to Darlington station, leaving the garage around 4.30pm - in total 3 hours hanging around, and this is just a summary of the ordealTo compound the issue, Manager Joe was spoken to on 14th March and I emailed him on the same date to confirm we were not proceeding with the purchase due to the problem and a lack of confidence on the whole thing. No written response was received and no refund was made by 20th March so a chaser email was sent. On the same day I received an email from Ryan asking for our bank details which were forwarded on 21st March where we are yet to receive a refund of £250Awful experience all round

I was dealing with Rachael wright who initially was very helpful with the potential purchase of a volkswagen golf. She said she would send over a personalised video. I left messages with reception for a call back but no call returned. I emailed Rachael on 31st March asking why no video was sent but received no answer. As a new customer to your group I am extremely disappointed. I look forward to your feedback