Excellent service 5 star.We both were not really looking forward to changing our car and called into dealers on the off chance there would be somethibg suitable for us.Jennifer Keenan who I now know was in training was approachable and extremely knowledgeable on the vehicle I was interested in and explainedfurther packages that were available ie finance, paint protection, service plan.The time between agreeing a deal and picking up our car she reguarly kept us updated and really I think went above and beyond what we had expected and we verbally expressed this to her and her manager.I couldnt open the link so wanted to give feedback accordingly.Well done.

I would like to say that Miss Keenan was very good and all the staff.

Hi, I am not sure if this is a complaint and/or constructive feedback as VW UK are suggesting Lookers should have provided me with further details/options. However, on further reflection of the sale of my ID4 there are further points I need to raise.I must first start that Lookers Darlington have provided me with excellent service when purchasing my past few VWs. However on my recent purchase of an ex demo ID4 I have encountered a few issues, to begin with I want to raise a couple of queries first:ID4 came with no mats, Ryan explained that they don’t come as standard, on the VW website it suggests that they do, please clarify, is it possible they have been removed, at my own cost I purchase the rubber ID4 mats at a cost of £100.The ID4 couldn’t be taxed electronically and therefore resulted in waiting nearly 3 weeks for the V5 costing me an additional £15 to transfer my private number, I am normally able to do this while in receipt of the 5 day insurance cover, this is the first car I’ve encountered a delay.The biggest issue which whilst I accept isn’t all Lookers/VW fault is the delay in having a home EVcharger fitted, currently Octopus Energy have provided me with 23 Dec date. The issue I have is VW or Lookers do not provide customers with an alternative e.g. a 3 pin household plug charger, but I could purchase one for circa £200. I took this issue up with VW and the complaint is ongoing due to receiving a not very pleasant call from their customer relations team, but this adviser did say that the dealership should have offered me at a cost to me the EV home charger and this would be installed before receiving the ID4, I am not sure if this is true and would welcome your thoughts on this. Alternatively the adviser said you could charge your car via a charging station at my cost, which felt a little unfair when I am aware that Tesla, Nissan and Toyota have provided friends with both a Type 2 charger and a 3 pin household charger. This was the basis of some constructive feedback to VW UK which I made Ryan aware I was pursuing, it took 2 attempts by VW UK to respond, on both occasions they were not understanding my point, I then asked this to be escalated at which point I received a phone call on Thursday 20 November, I was hoping to receive a follow up email as I will be pursuing this call with VW UK due to the way I was spoken to.I may be coming across as unreasonable, but I so want to continue being a customer of Lookers and VW, having purchased 10 VWs since 1997, but currently I feel l will not return and I have been tempted to return the ID4.I accept this is a wider problem than just Lookers and VW, it appears Northern Powergrid and Octopus can’t cope with the demand for green initiatives, I naively thought it would be no longer than 2 weeks from ordering to having the home charger installed, I ordered and paid for the home charger 28 Oct the day after agreeing to purchase the ID4.I feel that VW or the dealerships should be providing a 3 pin plug household charger in addition to the already provided type 2 cable and this should just be factored into the price. If I was being critical of the sale the transport cost hadn’t be included initially and I accepted this as a genuine mistake whereas I could have created some fuss, this cost near enough amounted to the cost of a 3 pin plug charger.

Joe and Rachael were both really helpful and went above and beyond

You sold my granddaughter a Polo recently, after 3 weeks it broke down,clutch had gone,told her not covered under warranty or the brake pads.Thought you were a decent company, well you aren't,

I am disappointed with the response I had when reporting a problem with my VW Passat.I’m also disappointed that a new car should fail me.I reported a problem I had on Monday 11th November.I had parked up at about 6.45 pm and when I got back to my car at 9.45 pm I was unable to start it. There was an orange error code on the display but I didn’t have time to read it all but it did mention 48v Battery.I didn’t have emergency numbers with me.I was lucky enough to get a ride home from a friend.I rang Lookers at Darlington at 0900 the next day to speak to the salesman who had sold me the car, Sunen but he was otherwise engaged.I got the bus back to where the car was parked up, I had emergency numbers with me. I decided to try and start the car before ringing, the car fired up and I drove home.Sunen rang back at 18.25 and said he would organise an appointment with service department to run diagnostics and check it out.Nobody got in touch on Wednesday.I rang Lookers Darlington at 1000 on Thursday to find out if there was any progress.I asked to speak to “Joe” who I believe is the sales manger.I was told that a message had been left with him to ring me.He was obviously too busy to speak to me, he never got in touch.Sunen rang me later that afternoon.Someone from service department rang later that day (Thursday).She said I would be able to book the car in on 4th December.That would be in 3 weeks time.When I mentioned a courtesy car she said then it would be the end of December, that’s 7 weeks time, she would confirm but not until Monday because she is not back to work until then.I am supposed to hope that the fault does not occur again but if it does I will have to stay with the vehicle until help arrives.I would be an 81 years old, waiting in an unheated car until someone arrives, it won’t be pleasant and maybe dangerous.Please adviseEric Blundell

All of the staff in the Darlington branch were super friendly and helpful. We directly dealt with Jennifer, and she went above and beyond to help me find the right car. She took the time to understand what I was looking for, and made sure we found a car with everything I needed without compromise or pressure. Jenn was really knowledgable about the cars we viewed, and made sure everything was explained fully including all of the purchase documentation. She set up everything in the car (driver profiles, CarPlay etc) and made sure I understood how everything worked before I was ready to drive away, which made things really easy. Can't thank everyone enough!

Was kept waiting even though we had an appointmentThe car seat was damaged

I last had correspondence from you over 2 weeks ago and was told I would receive a call regarding my complaint but we are still waiting for this issue to be resolved.

Too slow in getting back to you