The customer service I recieved from Jenifer was first class, she is knowledgeable goes above and beyond and therefore Iam very pleased with my experience at Darlington Lookers.

Dear Lookers Customer Relations Team,I am writing to formally escalate an ongoing issue relating to a vehicle purchased from a Lookers Volkswagen dealership, as I have been unable to obtain a response or resolution from the selling dealer despite repeated attempts.Customer details:Name: Finley BevanVehicle: Volkswagen Golf (70 plate)Registration: YE70 AYTPurchase date: 13 NovemberFinance: PCP via Volkswagen Financial ServicesDealership: VW Lookers DarlingtonBackground and timeline- Shortly after purchase, the vehicle experienced repeated battery failures, leaving it undriveable on multiple occasions.- The car required a jump start when I collected it from the selling dealer, which should have raised immediate concerns about battery health prior to sale.- The vehicle subsequently broke down again and was recovered via VW Assist / AA.- I have been without my vehicle since 14 December, causing significant disruption, including the inability to work normally.- During this time, I was placed into a courtesy vehicle which was later withdrawn by VW Mobility, leaving me with no vehicle at all.- The matter was escalated to VW UK Customer Care, who have been involved in parallel.Attempts to resolve- I initially tried to resolve the matter via repair and later a vehicle swap, acting reasonably and in good faith throughout.- I sourced independent finance at a significantly lower APR than the VW finance offered; however, I was later advised that Lookers would not support the proposed finance structure.- As a result, I formally notified the sales manager, Joe Shuttleworth that I would need to proceed via the refund route on the original vehicle.Current issue- I emailed the selling dealer on Saturday confirming my intention to proceed with a refund.- As of today (Tuesday), I have received no response, despite the urgency of the situation and the length of time this has already been ongoing.- I am currently without my vehicle and without any courtesy transport, and I have no clarity on next steps, timescales, or responsibility for resolving this matter.Request for urgent actionI am now requesting urgent intervention from Lookers Head Office to:- Acknowledge my refund request,- Confirm the formal process and timescales for resolution, and- Liaise with Volkswagen Financial Services to settle the finance agreement accordingly.This situation has gone on for an unreasonable length of time, and the lack of communication from the selling dealer is extremely concerning. I have made every effort to resolve this amicably and proportionately, and I now require Head Office involvement to bring this matter to a conclusion after 6 weeks without my vehicle.I would appreciate a response as a matter of urgency.Kind regards,Finley Bevan

Great communication from sales team

Ryan Macdonald sales team treat us really well,very experienced,friendly knowledgeable and went above and beyond to please us.

Hi there,I recently bought a used Jeep from Jennifer at the Darlington branch.The service I have received has probably been the best ever in my 42 years on this earth!I would like to leave her the official 5 stars, but the survey link sent to me has expired. (New phone since car purchase..hence lost a few things)Please can you send me the link again. Because she deserves the praise.Many thanks

started on tuesday to check if courtesy car was available but didnt get a call back till wednesday, dropped vehicle off with 30% charge to allow him to still be able to get home following the work being carried out, kept on receiving texts saying vehicle was unlocked and called to query this, went to pick the vehicle today and it only has 12% battery and felt the response from sales & service managers was very unhelpful especially with having 2 young children with him. bollards were also put down for approx 20 mins effectively blocking him and children from leaving and he can only assume this was done with him moving vehicle into one of the electric charging bays

Purchased in July, £1,000 warrenty. Blue fuel injection went and the cust had to pay £700, DPF gone now and it is going to be over £1,000. The cust is not happy and really upset at the cost of this vehicle so early after she purchased it.

Multiple calls and emails I have had to block your number as you harassing me please stop, it’s put me off buying from lookers again

Salesman good at offering different car options and managed to find us a car that really suited our needs.

I was very interested in the 595 but your valuation for part x eas terrible for 17reg 38k mile mint Astra granted you offered to review but can't imagine a large increase . When I replied to emails it was multi different people replying you should dedicate one person to deal with the customerI think it was Jen (last who sent video she was very understanding however never received any further emails ) I deal with emails only due to work