Mr Cameron was very helpful

The requested video was never received

After being told we could visit the showroom and test drive a VW Id4, we were met with a rude sales manager who just told us it was not available. He was not interested in dealing with us. No apology.We walked out of the showroom and went straight to Lookers Audi and ended up purchasing an Audi Q4 Etron. The VW sales person lost a sale that day!!

Hi Sean,For ease I’ve attached a screenshot of the part of the warranty I wasn’t comfortable with. It essentially says none of the parts are covered because the car is over 8 years old (it would be by the time this warranty would have started).In regards to you saying there is no such thing as a repair not being satisfactory I firmly disagree. I would like in writing that if the repairs are not made to a satisfactory standard then you will be taking it back.In relation to the VW used approved program you told me my car wasn't sold under the VW used approved program which is why the paintwork is as bad as it is, you said it was a VW used car. When I challenged you on this and I told you Cameron told me it was VW used approved you said you would have to ask him why he would've said this. As I've proved to you, it was VW used approved. Please don't lie, it's not a good look. I'm sure Romy and whoever the bald guy sat on the desk across can confirm what I'm saying here.Please confirm back in writing about how if the repairs are not satisfactory, in line with the law, you will take the car back even if this is past the 6 month mark (I’m concerned about the time frame because you and your team seem to be dragging it out, I understand the delay in getting the car in but it takes ages to receive a response and originally took multiple requests to get you and Romy notified about my complaint) by the time I get the car back. If you are unable to do this please let me know and I will instruct my lawyer to send you a letter reminding you of the law and your legal obligations.Don't bother about replying to my part about the VW used approved program, you're lying about it so there's no point me going back and forth, it's a waste of time.I also asked you to reply to every part of my previous email which you’ve as predicted once again failed to do so.Please could you ensure you get back to my email within a reasonable time frame, your last reply took 5 days for me to receive and let it be noted that I had to call up the dealership and speak to you this morning to ask you to reply to me. Not great…Louis________________________________________From: Sean GrantSent: Saturday, May 16, 2026 11:26 amTo: Louis EnticottCc: Romy Gumayagay; Alex SmithSubject: RE: LD68 UAU - ImportantGood morning, Mr Enticott,Before I comment on the sale of a warranty, I would need to speak to Cameron in regard to the finer details. What with days off and meetings, until today I haven’t seen Cameron since Monday. Could you please explain more as to how the warranty was ‘wrongly sold’?In regard to repairs, as I explained when you were in the showroom, there is no such thing as a repair not to satisfactory standard. If a fault is found, it will either be repaired, or it cannot be repaired. The workshop are not going to put on a temporary fix for it to then go wrong again a few weeks down the line.The VW used approved program has nothing to do with condition of a vehicle. The VW used approved program is all about the benefits that comes with the purchase of a used car from a VW main dealer. At no point have you seen me write or heard me say I that I knew the paint work was defective but sold the car anyway.I understand you are due in on Friday at 2pm. We will see what can be done then.Kind regardsSean GrantGeneral Sales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Louis EnticottSent: 11 May 2026 18:10To: Sean GrantCc: Romy Gumayagay; Alex SmithSubject: Re: LD68 UAU - ImportantExternal Sender: Confirm legitimacy before acting.Hi Sean,Thank you for getting back to me.To clarify, you make it seem that I had seen the car many times, I hadn’t, I had a quick look before going for a test drive in which I’m 99% sure from memory it wasn’t cleaned outside because it hadn’t gone through your workshop to ensure it was okay to be sold under the used approved scheme, Cameron very kindly arranged for it to be given a quick road worthiness approval so I could test drive it, this is perhaps why I didn’t notice the paintwork because it could’ve been dirty and I assumed it was the dirt, I’m sure that’s a lesson to be learnt on both of our sides. Also, when picking up the car I was excited to get in it and start driving so I didn't give the car an in depth check to ensure it was okay but I did inform Cameron of the issues with the paintwork over the phone within the first few days. Do you record your calls for training and quality purposes? If so to support the case it would be beneficial if you could recover those recordings, I'd be happy to show you the dates and timestamps from my side on the phone history to help you locate the correct recordings. I'm no legal expert and would have to consult with my lawyer but as the issue was reported within the first 30 days I'm sure this would give me grounds to reject the car?I would like to keep my original booking I made please.Please could you let me know what your response is to the wrongly sold warranty?Please could you also reply to my question in the second paragraph? I've put it below for ease."Sean, please could you confirm in writing that if once you and your team have taken the car in, if the below repairs are not made to a satisfactory standard, then you will agree to take the car back for a full refund at the price I originally paid."Please could you also reply to what I said in my 7th paragraph. Once again, I've put it in below for ease."I would also like to put in writing that you told me the reason the paintwork was deemed okay to be sold in the condition it was because it was only sold as "Volkswagen used" not "approved used". This statement from you proves you knew about the defective paintwork but your sales executive, Cameron failed to mention this when showing me the vehicle. I've attached a screenshot from the original listing proving it was in fact "approved used" despite you telling me it wasn't. I've put a link below to the lookers official checklist to ensure cars meet the approved used standard, I don't believe check 51 was completed to the required standard as it states if there are blemishes it should be rectified to approved standards."I'd appreciate it if you could answer all of my points in this email to avoid us going back and forth more than we need to.Thanks,Louis________________________________________From: Sean GrantSent: Monday, May 11, 2026 5:47:36 PMTo: Louis EnticottCc: Romy Gumayagay; Alex SmithSubject: RE: LD68 UAU - ImportantGood afternoon, Mr Enticott,The used approved program doesn’t relate to cometic condition of a car but instead to the benefits you get with the car. If a car is not sold under the used approved program, it will not get the same warranty and breakdown cover with the car.When you mentioned that the paintwork isn’t good enough and should have been picked up by Cameron, I simply stated that you yourself saw the car multiple times before collection, and then again on the day of collection so if you didn’t see it then we can also forgive Cameron for missing it.I have spoken to Dan in relation to the timings of the booking. At the time he booked you in he gave you a choice of dates for when we could get the car in to be inspected by the workshop. You chose the date of the current booking as you stated that you needed a courtesy car. Unfortunately, that stance has not changed since you booked the car in. If you need a courtesy car whilst your car is with the aftersales department then we will need to keep the initial booking. If you are happy to do without then we can get it in a lot sooner.In relation to me saying we wouldn’t paint the car, I was talking about your previous email when you suggested that if we need to repaint the whole car so that you are happy with it, then so be it. When telling you that we would not paint it I explicitly said, ‘we would not repaint the whole car’, which I will stand by. I never said that we will not paint anything. As explained at the time, we have submitted photos to 2 different SMART experts to get their opinion.Please let me know how you would like to proceed with the booking.RegardsSean GrantGeneral Sales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Louis EnticottSent: 11 May 2026 14:24To: Sean GrantCc: Romy Gumayagay; Alex SmithSubject: LD68 UAU - ImportantExternal Sender: Confirm legitimacy before acting.Dear Sean,Before this email goes any further, I would like to confirm this email is addressed to you so I expect a reply from you within a reasonable time frame.Sean, please could you confirm in writing that if once you and your team have taken the car in, if the below repairs are not made to a satisfactory standard, then you will agree to take the car back for a full refund at the price I originally paid.Repairs:Intermittent gear box issue which prevents me from putting it into reverse or first gear sometimes.Paintwork on the entire roof and boot, the repair will need to ensure the paint matches the rest of the car, if it needs to be re painted then so be it. The paintwork repair should also include the paintwork on the rear bumper around the rear parking sensors - more detail on this is in the point below.Rear parking sensors need to be fixed, currently when the car is washed water gets in them and prevents them from working. The paintwork around them is also falling off due to the poor workmanship during installation. The paintwork on the rear bumper will also need repairing.I would also like to note I was sold a £999 extended warranty which after receiving the terms and conditions I found out my car wouldn't be covered when the warranty started because it would be over 8 years old. You refunded this but there hasn't been an apology.I would also like to put in writing that you told me the reason the paintwork was deemed okay to be sold in the condition it was because it was only sold as "Volkswagen used" not "approved used". This statement from you proves you knew about the defective paintwork but your sales executive, Cameron failed to mention this when showing me the vehicle. I've attached a screenshot from the original listing proving it was in fact "approved used" despite you telling me it wasn't. I've put a link below to the lookers official checklist to ensure cars meet the approved used standard, I don't believe check 51 was completed to the required standard as it states if there are blemishes it should be rectified to approved standards.https://www.volkswagen.co.uk/idhub/content/dam/onehub_pkw/importers/gb/buy-and-offers/new-benefits-page/Approved_Used_Handover_sheets_ICE_Digital_edited.pdfSean, I would also like to add in you told me today explicitly you would not be repainting the roof and boot to fix it, if this is the case then to confirm, I will be rejecting the car once you've made whatever the repairs on the roof and boot turn out to be even if the gearbox and rear parking sensors are fixed. To make it very clear, the paintwork on the roof, boot and bumper must match the rest of the cars paintwork.If you would rather take the car back now so you have a better chance of reselling it with a better margin without all the miles I put on it in the next 2 months until you're able to get it into the garage then you're more than welcome to. I would prefer you have it back and I would prefer to reject the car based on all of the issues and your lack of professionalism, care and workmanship.I've also copied in your chairman and should your reply not be within a reasonable time frame or satisfactory I will be logging this case with the Motor Ombudsman.I look forward to hearing from you.Warm Regards,Louis

Dear Customer Resolutions Team,I am writing to formally escalate my complaint and to exercise my statutory right to reject the vehicle detailed below under the Consumer Rights Act 2015. I attach the full agreement package, photographic evidence, screenshots of the DVSA MOT history, and the full email correspondence with your sales executive Craig Bishop. I would ask that you read that correspondence carefully — it makes for deeply uncomfortable reading and reflects a standard of customer service that is frankly shocking.Customer: Mrs Nadia Ali, 35 Princess Gardens, Woking, Surrey, GU22 8EHMobile: 07751 217598Email: nadiali1505@gmail.comVehicle: Volkswagen Tiguan 1.5 TSI 150 Life 5dr, registration PN70 VOJChassis No: WVGZZZ5NZMW006249Purchased: 23 January 2026Enquiry No: 8265202Salesperson: Craig BishopFinance: Personal Contract Purchase, Volkswagen Financial ServicesDealership: Lookers Volkswagen Guildford, Moorfield Road, Slyfield Industrial Estate, Guildford, GU1 1SD---DOCUMENTED FAULTSThe following defects were reported to Craig Bishop on 18 February 2026, within weeks of taking delivery:1. Tyre condition — multiple tyres show severe cracking, perishing and deterioration (see attached photographs). This is not superficial wear. The DVSA MOT history for PN70 VOJ, verifiable at check-mot.service.gov.uk, confirms that the offside rear outer tyre was flagged as "slightly damaged/cracking or perishing" on 16 October 2023 at 12,578 miles, and the same concern was recorded again on 25 October 2024 at 17,178 miles. The vehicle was sold to me in January 2026 with these same tyres still fitted and with no disclosure of this known, documented defect at the point of sale. I attach screenshots of the DVSA MOT records confirming this.This has caused me enormous inconvenience, significant loss of time, and considerable stress. I have had to make repeated visits to arrange tyre replacements on a vehicle I had only just purchased from what I expected to be a reputable Volkswagen dealership. I should never have been placed in this position.2. Front passenger window — only operates when the button is held continuously.3. Apple CarPlay — intermittent failure to connect, evidenced in the attached photographs showing the system failing to complete the connection despite the phone being correctly paired.4. Driver's side door speaker — faulty and blown.---THE DEALERSHIP'S RESPONSE HAS BEEN WHOLLY UNACCEPTABLEI reported these issues on 18 February 2026. What followed was weeks of silence, repeated chasing, and wholly inadequate responses. I attach the full email chain with Craig Bishop and ask that you read every word of it.The most serious failings are as follows:- My initial report on 18 February 2026, which included a clear safety concern about the tyres, received no substantive response for two weeks.- When Craig Bishop finally responded on 9 March 2026, rather than investigating or offering a remedy, he dismissed the tyre concern by stating it was merely an MOT advisory — completely ignoring the fact that the same advisory had been recorded across two consecutive MOTs and that the vehicle had been sold without the tyres being replaced or even disclosed as a known issue.- Most shockingly, in that same email, I was provided with a telephone number to settle my outstanding finance — as if the appropriate response to a customer raising a safety concern about a vehicle purchased weeks earlier was to suggest they pay off the car and walk away. I found this deeply inappropriate and offensive.- The window, CarPlay and speaker faults were acknowledged as warranty items, yet no appointment or remedy has ever been arranged.I would also draw your attention to Clause 3.1.1 of your own Standard Terms and Conditions, which states that Lookers is "under a legal obligation to supply the Vehicle and any other goods in conformity with this agreement." That obligation has plainly not been met.This is not the standard of care I expected from a Volkswagen dealership. I trusted Lookers to sell me a vehicle that had been properly inspected and was fit for purpose. That trust has been completely betrayed.---FORMAL NOTICE OF REJECTIONUnder Section 20 of the Consumer Rights Act 2015, I am entitled to reject the vehicle and receive a full refund where goods are not of satisfactory quality at the point of sale. Within the first six months of purchase, the burden of proof lies with the retailer to demonstrate that the faults were not present at the time of sale. Given the DVSA MOT records alone, I do not believe Lookers can discharge that burden.I am therefore formally rejecting the vehicle PN70 VOJ and require the following:1. Confirmation that Lookers accepts this rejection and will arrange collection of the vehicle at no cost to me.2. A full refund of all monies paid, including the £500 deposit (Receipt No. 3820036879) and all PCP finance payments made to date.3. Confirmation that the linked PCP agreement with Volkswagen Financial Services will be settled in full by Lookers, with no further liability to me.4. Compensation for the significant inconvenience, distress, loss of time, and repeated garage visits I have been forced to endure as a direct result of Lookers' failure to supply a vehicle of satisfactory quality and their subsequent failure to handle my complaint appropriately.I am simultaneously writing to Volkswagen Financial Services to notify them of this rejection as the linked finance provider.I require your written response within 14 days of this email. If I do not receive a satisfactory response, I will refer this matter without further notice to The Motor Ombudsman and will pursue all further remedies available to me.Yours sincerely,Nadia Ali & Shakir Hussainnadiali1505@gmail.com07751 217598________________________________________________________________________________From: Nadia AliSent: Friday, March 27, 2026 8:16:18 AMTo: Craig BishopSubject: Re: Re PN70VOJHere are some pictures of what appears when CarPlay isn’t working…Sent from Outlook for iOS________________________________________From: Nadia AliSent: Friday, March 27, 2026 8:09:47 AMTo: Craig BishopSubject: Re: Re PN70VOJHi Craig,I’m going away for a few days and wondered if I could drop the car off today so you could conduct the repairs/ investigations that need to be done,-temperamental CarPlay-front passenger window-driver side speaker-tyres, I would appreciate it if you could look into replacing the more work tyres on the vehicle.NadiaSent from Outlook for iOS________________________________________From: Craig BishopSent: Thursday, March 12, 2026 10:27:30 AMTo: Nadia AliSubject: RE: Re PN70VOJHello Nadia,I am happy to discuss all in detail with you at some point, as I believe going back and forth via email tends not to help and things can be misinterpreted. For example, me giving you the number to clear the finance I assumed that was because you wanted to pay off what you owed and clear the outstanding finance? Therefore not paying anymore interest. If you meant for another reason, then I am happy to discuss at any point.The CarPlay and the speakers are definitely things we can have a look at for you. They would all be covered under the warranty.I do understand your point on the tyres, we have to go by what the technicians say when they are checking them over as they are doing them to Volkswagens standards.Is there a good time to catch you on the phone to discuss everything in detail, as I understand you work long hours at the school. That’s why I thought I’d try you later on. But if there is a good time to speak I think we’d clear up a lot with a quick conversation.Kind RegardsCraigCraig BishopUsed Car Sales ExecutiveLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Nadia AliSent: 11 March 2026 22:23To: Craig BishopSubject: Re: Re PN70VOJExternal Sender: Confirm legitimacy before acting.Thank you for your email, Craig. Not sure why, but your voice message from Friday has only just come through a few minutes ago. I was surprised to have received and subsequently missed your call, apologies, which was made after 6pm on Friday evening.Yes, I agree, it’s better to have such conversations over the phone or in person.I still have issues with Car play from time to time, the front passenger window and the driver side speaker.Re the tyres, I understand that the MOT highlighted an advisory and not a failure but the fact that this has been highlighted twice and from the photos provided, it is clear to see the the tyres are not in the best of condition, the vehicle has had the same tyres since 2000, I’m sure neither of us would be surprised if the tyres fail the next MOT, resulting in an extra charge for me. I did not expect this level of service/ product when purchasing a car from a VW garage.Again, I am surprised with the lack of ownership, care and attention to customer service and attempt to resolve the issues raised and to pursue customer retention. Taking two weeks to get back to me and then to receive an email offering little comfort with regards to my worries about the safety of the tyres, instead, providing a number to allow me to cancel our contract, was disappointing. At the very least, I would expect an invitation to meet and talk over the matters raised and some effort and or suggestions to resolve these.I’ve never experienced anything like this when dealing with a garage before.NadiaSent from Outlook for iOS________________________________________From: Craig BishopSent: Monday, March 9, 2026 2:54:53 PMTo: Nadia AliSubject: RE: Re PN70VOJHello Nadia,I hope you are well, I did try to call a couple of days ago to discuss further as I feel sometimes its easy to go through certain things by speaking to you. But you may have been at school still.Apologies for not coming back to you sooner. I have been speaking to the relevant people about the issue you have raised regarding the cracking on the tyre.The reason it hadn’t been changed was because it its an advisory not a reason for failure. Which essentially means its something to monitor until the next the MOT. We do ensure the tyres are checked to Volkswagen’s standards which means they are all safe and over 3mm across 3 different points across each tyre. Therefore it is still perfectly safe to drive on, all the MOT is trying to say is that its something to monitor. Realistically it probably started to crack because it may not have been being used that often which can also cause the tyre to crack on the edges.In reference to you point, If you are wanting to cancel the finance then that can be done. The phone number for VWFS is 03301008975 they will be able to you the bank details and then you can clear the remaining balance if you’d prefer to.Kind RegardsCraigCraig BishopUsed Car Sales ExecutiveLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Nadia AliSent: 06 March 2026 07:24To: Craig BishopSubject: Re: Re PN70VOJExternal Sender: Confirm legitimacy before acting.Hi Craig,It's disappointing that I haven't heard back from you this week. With regards to the link below, the previous two MOT certificates for the vehicle stated concerns regarding the tyre(s), yet the car was sold to me with no improvements. When signing up to the agreement, I expected to receive a car which had been checked by the garage and I assumed that these checks would be made to a high standard.I feel I been have mis-sold the vehicle and would like some details and guidance with reference to cancelling the agreement.Also, kindly send me the email and phone number for the garage manager and also details regarding the complaints procedure please.Nadiahttps://www.check-mot.service.gov.uk/results?registration=Pn70voj&checkRecalls=trueSent from Outlook for iOS________________________________________From: Craig BishopSent: Tuesday, March 3, 2026 7:50:54 AMTo: Nadia AliSubject: Re: Re PN70VOJHello Nadia,I’m sorry I missed your first email.I am off today but will forward this to my service manager so he can get the tyre measurements from the maintenance work that was done to your car.Then I’ll call tomorrow to discuss fully once I have all the informationOnce again apologies for not coming back to you sooner.Kind RegardsCraigSent from Outlook for iOSCraig BishopUsed Car Sales ExecutiveLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagen________________________________________From: Nadia AliSent: Tuesday, March 3, 2026 7:13:55 AMTo: Craig BishopSubject: Re: Re PN70VOJExternal Sender: Confirm legitimacy before acting.Hi Craig,It is disappointing that I have not been contacted about the concerns which I raised on 18th February, some of which are quite serious, such as the condition of the tyres. I am quite surprised by the poor service I have received and do not feel like a valued customer. It is quite unbelievable that the car has been sold to me in the current condition, something I did not expect from the dealership, hence the lack of attention to detail on my part when purchasing the car, which was clearly a mistake on my part. I should have been more meticulous in checking the product before taking the car, instead, I had put trust in you and VW. I assumed I would be taken care of, as is my experience of other dealerships, and that I would be receiving a quality product. What makes the situation worse is that despite raising concerns, these have not been followed up appropriately, i.e. almost two weeks on, nothing has been done. I would like to escalate the matter and make a complaint, what is the procedure moving forward?Nadia AliOn Fri, 27 Feb 2026 at 07:02, Nadia Aliwrote:Hi Craig,It's been a week and I haven't heard back from you so I thought I'd check in. Also, to add to the list above, the speaker in the driver side door is faulty/blown.NadiaOn Thu, 19 Feb 2026 at 11:12, Nadia Aliwrote:Thanks, Craig.Sent from Outlook for iOS________________________________________From: Craig BishopSent: Thursday, February 19, 2026 11:08:23 AMTo: Nadia AliSubject: RE: Re PN70VOJHi Nadia,Apologies for this, let me have a quick look at things for you and come back to you shortly if that’s ok.Kind RegardsCraigCraig BishopUsed Car Sales ExecutiveLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Nadia AliSent: 18 February 2026 20:20To: Craig BishopSubject: Re PN70VOJExternal Sender: Confirm legitimacy before acting.Hi Craig,I hope you’re well. I wanted to report a few concerns that I have about my ‘new’ car,-the front passenger window isn’t operating correctly, it only goes up and down if you hold onto the button, unlike the other windows.-today, despite all efforts and with everything ok on my phone end, it wouldn’t allow me to connect to CarPlay in the car. This was frustrating as I needed to rely on maps to make my journey.-see attached the pictures which I have taken of the tyres, this is disappointing and I am concerned about safety and also the next MOT test.Kind regards.Nadia

I have for the second time followed up on this complaint. No one has responded or contacted me at all, save for an automated email from "Reputation" (the irony). I am just in the process of writing a google review. It is one thing to have disappointing customer service, but another to not even receive a response or a phone call or discussion once a complaint as to an issue has been raised.The ticket number I was given from Reputation on 27 April 2026 was 87907713.It is pretty disgraceful that this has not been responded to. Are you going to respond or do I need to escalate this further?

Dear sirI am sorry to have to write to you again, but unfortunately the service we have received from Lookers Guildford has been extremely disappointing.My wife purchased a vehicle from Lookers Guildford some time ago, and since then she has experienced numerous issues with the vehicle, including faults that raise serious safety concerns. As I have already explained to the dealership, my wife is now frightened to drive the car.The vehicle has been returned to the dealership on several occasions, yet the issues remain unresolved. Communication from the dealership has also been unacceptable. I left three messages yesterday and did not receive a single call back. Richard Stratton, who had previously been dealing with this matter, has now left the company, and despite repeated attempts, I have been unable to speak with a manager. It is extremely frustrating and, frankly, appalling customer service.Most recently, I had to call out the AA because my wife was unable to open the charging flap on the vehicle. The AA managed to force it open and advised that there was clearly a fault. I then took the vehicle back to Lookers Guildford, where they reviewed both the vehicle and the AA report and informed me that a replacement part would need to be ordered.That was several weeks ago.To this day, my wife still cannot charge the vehicle because the charging flap remains faulty. As a result, the car has been sitting unused on our driveway because it is simply not fit for purpose. My wife has had no option but to use my vehicle instead.I am asking for your assistance because we have completely lost confidence in Lookers Guildford and the way this matter has been handled. Nevertheless, because the vehicle was purchased from them, we have continued to deal with that branch in the hope that the problems would finally be resolved properly.I have retained all correspondence and emails relating to this complaint from the very beginning. If this matter cannot be resolved and I am forced to pursue legal action, I will also seek to recover any associated costs, as we have done nothing wrong other than purchase a vehicle that my wife no longer feels safe driving due to these ongoing issues.I would therefore respectfully ask for your urgent assistance in helping us resolve this matter properly and without further delay.Thank you in advance for your help.Yours sincerely,Mr S. Ripley

I have repeatedly asked for my contact details to be taken off your mailing list but I still receive marketing texts. This is now my formal (and final) request to have all of my data and contact details removed under article 17 of UK GDPR. My next step will be to report you to the ICO.

The car was described as mint condition and yet has quite clearly been repaired numerous times to a substandard condition. It arrived with the entire car covered in overspray, laquer flaking off the back bumper, broken wing mirror, superglue over the passenger side door, the front bumper trims covered in paint, the interior of the car had scratch marks over the glove box, had not been valeted or even hoovered and stunk of smoke, the front windows wouldn't go down as tints had been removed and the glue had been left on. The car left the garage without any appropriate checks and is not fit for purpose and certainly not as described. We could have demanded return and recompense for expenses but we wanted to try and reach a compromise with the garage. Unfortunately we have had to make all the contact with the garage, chasing up answers and not once has the sales manager returned any of our phone calls. We constantly hear "how busy he is" but unfortunately he doesn't appear to be busy finding a remedy to this problem. It has been almost two weeks, this is costing significant financial loss and inconvenience. We have formally notified the garage that if there is not an appropriate response and action plan within the next 48hrs we will be taking further action.

Message to Richard Staunton...Hi Richard,Just picking up on our call on 23rd April 2026.If you recall, you advised that I would be getting a call from your master technician, Dan, to sort out booking in and the purchase of the new steering wheel etc. You confirmed that the total cost for the rectification work would be £568.09.Well, I haven’t heard anything at all from VW on this and it is now 3 weeks later - so not particularly impressed!What is happening?Best regards,Richard