Slow response to initial inquiry and no follow up to further question if car on site to view

I showed interest in a vehicle and was called. I expressed interest and was promised a video and call from someone in the branch. This didn’t happen.

Not answering the question I asked over email

Lack of communication

Our vehicle, VW Tiguan (Reg no.: HK22 ZYW) was at VW Guildford on 19th and 20th May for oil leak investigation. During this period, it sustained a damage, including a large scratch mark and a loose liner above the front driver side wheel. We did not notice the damage until the car was at home. We contacted the dealer (Ryan and Dan) several times to see if there is any evidence of the vehicle getting damaged when it was with the dealer, however after 5 weeks we have not received any reply from them. We have been told that they will need to visit up to 11 hours of CCTV footage to determine if the damage was done when the vehicle was on site. It is clear from the conversations with the dealership that they are aware of the damage being incurred while the vehicle was on site, however they do not want to admit or provide any evidence towards it.I have trusted Lookers VW Guildford in the past for their excellent customer service, however this incident has highlighted the shortcomings in their dealings with customer as it should be fairly straightforward to review CCTV within few minutes to establish when and how the damage occurred.I would appreciate if a formal complaint is registered to investigate this incident further and provide us with the remedial service to get the damage fixed at the earliest opportunity.

Good afternoon, i have recently tried to book my I.D.5 in for a warranty fault, it came up with a Dynamic Cornering Light Fault, i used the app to book the appointment earlier this week, which was given as the 6th July, i asked for a courtesy car. I have just been called and left a message saying i can't have that date if i want a courtesy car, i have to wait till the 23rd September, three months away to have the warranty fault looked at, or the date without a courtesy car is now the 21st July, two weeks later than the app gave me. I'm really not happy to wait three months to have a warranty fault looked at, surely warranty claims should be prioritised and cars made available? Please can this be looked into and a revised date be offered with a courtesy car? Thank you very much.

Very professional and personable salesmen

I paid a holding deposit of £500 against VW Touareg registration LG75 SWX with Lookers VW Guildford on 8th May 2026 at the agreed selling price of £61,007 which was agreed with your Chris Read after he checked the vehicle price on your stock / sales system. Shortly after paying the deposit I was contacted and informed that you would not honour the price agreed, despite there being a binding agreement in place. To date I have received no formal apology from anyone in your business and the deposit amount has still not been returned, which incidentally had originally been agreed at £99. The vehicle was never removed from sale, no attempt was made to resolve the situation and the deposit has not been returned. I am disappointed with your behaviour in what seems to be a deliberate attempt to fraudulently obtain funds from me. I now intend to complain to Volkswagen GB and the Motor Ombudsman. If the deposit amount is not returned within 5 days plus interest I will also instruct a solicitor to commence recovery proceedings and will hold you accountable for all costs. Thank you

I brought my car Guildford Lookers VW for its service and MOT on 15th June, I was advised the car need some work and an air con service as I was advised this was required every two years and there was no record of this happening prior. The air-con was working fine, and there were currently no signs it was running out. I agreed to this work to be carried out. I got a call to say the work needed on the car had been completed, yet the air con service could not be carried out as the machine used was faulty. When I arrived to pick up my vehicle, I was told the invoice still needed to be collated, and as a thanks for waiting a small reduction was taken off the overall invoice which I was appreciative of at the time. It was re-affirmed that the air-con service was attempted again and could not have been carried out because the machine was still faulty. I therefore was not charged for this at the time.Upon driving my car away, it became apparent the air-con was not working at all. When I arrived home, I called the service team to ask if the machine could have extracted what gas was there out and not replaced it, I was told this was not the case, but the technician who worked on my vehicle would be asked the following day (16th). On 16th I ended up calling back to ask if there was an update, I was then told that the machine used for the air-con service could have extracted the gas and not replaced it as it was faulty. It is therefore clear that the faulty machine had extracted the gas from my air-con within the car, not replaced it, and it was only when I had driven away was the fault found. During this same call on 16th I asked what would be done to fix this issue, as it was clear the faulty machine used by the technician had stopped the air-con from working as it should. I was met with very little offers to help, other than for myself to find the time to bring the car in, wait 2hours for the fix and be charged to fixed the issue caused by the garage. After expressing dissatisfaction with this, the best I was offered was a collection and delivery of my car for free, but I would still need to pay for the service - all be it at a reduced rate now (£99). I was still unhappy with this and said I and shared I was not happy about being charged to fix the issue that was caused by the garage.Since discovering the issue with the air-con, which I repeat was working fine upon arrival, there was no attempt to rectify the issue other than for myself to come wait and pay for the fix. I was then told upon questioning why I am being charged, that if I had taken it to another garage I would have been reimbursed.

Dear Customer Services,I am writing to raise a formal complaint regarding my Volkswagen Tiguan R-Line, registration EF20 TGY (S6 CDJ) purchased from Lookers Sudbury in March 2025.Since shortly after purchase, the vehicle has suffered ongoing steering/front-end related concerns including juddering, knocking, clunking and vibration noises, which were reported to the dealership within weeks of ownership.Initially, the dealership identified excessive play in a track rod end which was subsequently replaced. However, despite this repair, the original knocking and juddering symptoms remained present. We were then advised by the dealership that there appeared to be slight play within the steering rack assembly itself and that they were liaising with the warranty company regarding approval for steering rack-related repairs.Over a prolonged period throughout 2025, we were repeatedly informed that the matter was being progressed through the warranty company for repair approval.Following further delays, we were later informed that the vehicle had undergone steering rack work through a specialist repairer before the vehicle was returned to us in October 2025.Unfortunately, we have recently begun experiencing very similar symptoms again, including:• juddering when braking,• knocking/clunking noises,• and front-end noises when turning and manoeuvring.Given the recurrence of these concerns, we requested documentation relating to the steering rack work for our records as we had not been given anything at the time, including:• confirmation of the diagnosis,• work undertaken,• parts replaced, and• details of the repairer involved.These requests have now been made on several occasions to the dealership but, despite this, no documentation has been provided.As a result, we recently contacted the warranty company directly in an attempt to obtain clarification regarding the previous repair history.The information provided to us by the warranty company appears to indicate that although requests relating to the steering rack were discussed on multiple occasions, no steering rack replacement was ultimately authorised or paid for by the warranty provider.This has caused us considerable concern, particularly given that we had understood significant steering rack work had been carried out and because our repeated requests for documentation have not been answered.At this stage, we are simply seeking clarity and transparency regarding:• what diagnosis was ultimately reached,• what work was actually carried out to the vehicle,• whether any steering rack repairs or replacement took place, and• why we have been unable to obtain documentation despite multiple requests.Given the vehicle’s ongoing issues and the recurrence of similar symptoms, we would appreciate this matter being reviewed urgently by Head Office.I would be grateful if somebody could contact us to clarify the above and provide any available documentation relating to the repairs previously undertaken.Kind regards,Carl Debenham