I want to bring to your attention my disappointing experience with Lookers and what I feel is sub-standard customer service.My ID7 has an Air-conditioning fault which started on 2/6/26. I initially contacted Lookers in Walton (my closest VW to home) and they booked it in to be checked. As the 1st available date was quite a way off, and we are experiencing an unusually long heatwave, I tried to find alternative garages to see if I could get an earlier appointment. Since I work in Croydon, I tried Marshalls VW. They told me that my vehicle has the “new gas system” and that they do not have the required equipment to check for leaks and therefore could not accept my booking.On hearing this, I spoke to Lookers in Walton again and asked them to confirm if they were able to work on my vehicle’s air-con system or not. The lady said yes initially but when I asked her to double check with a technician, she apologised and admitted she was wrong and they indeed cannot work on my vehicle. She kindly offered to make an appointment with Lookers in Wimbledon. I told her I would contact them myself and cancelled the booking with them.When I rang the Wimbledon branch number, I was told that they can work on the new system, but their unit was currently faulty and could not take my booking.Looking at VW’s website, I tried Citygate in Twickenham next. They took my booking after me explaining to them the issue so far. After having my car for 2 days, they confirmed the computer said there was an Air-Con fault and I needed to take the vehicle elsewhere. Whilst at Twickenham collecting my vehicle, I phoned around and was told that there were VW garages in Guildford (Lookers) and Brentford (Citygate).I made booking with Citygate Brentford first, but they could not take the vehicle until 13th August. So, I contacted Guildford and they had a booking for 21st/22nd July. I asked the booking agent on the phone to confirm that Guildford could do it. I was told they could. Once booked, I retuned the diagnostic questionnaire sent to me on 5th July. In it, I described the booking issues and put in a comment about Guildford having the correct equipment.17th July (4 days ahead of booking), I was sent a request to do an online check-in for the Guildford appointment. In the details, there was a comment talking about the CO2 gas system and would need to go elsewhere or booked in when they could borrow equipment. I immediately contacted Lookers Guildford on their branch number but only got through to the booking line again. They could not confirm if Guildford could carry out the work or not so sent an email to Guildford to get them to call me.Today (18th July), I was contacted by someone at Guildford. He explained to me that he needed to confirm what Air-con system my vehicle had but entering the VIN number. He said that there were two VIN numbers attached to the job sheet but could not explain why. I gave him the number from the windscreen and he checked the details of my vehicle.On checking, he confirmed that my vehicle has the new gas system and as such would have to cancel the booking or reschedule it for when they could borrow the kit.I asked him why the booking had been accepted when they would not have been able to carry out the work. I advised him that I had been told by the booking line that Guildford could handle the work, and I told him I had returned the questionnaire a number of weeks ago. Why had this not been picked up earlier. He told me the following:• The bookings team cannot be expected to know the details of every vehicle.• They have 6000 bookings so cannot be expected to look at jobs weeks out when they are booked in as they only have 3 staff.• He confirmed that they had received the questionnaire, but it would not be picked up weeks out for the same reason above.• Only on finding out the VIN would he be able to determine the vehicle’s specific details.I tried to explain to him that they had wasted my time by taking the booking without reading the attached questionnaire and that this needs to be improved.He got very defensive saying that my tone and language was accusing him directly. This was not the case. Throughout the call, I was questioning VWs/Looker’s processes so that I could get gather all the information needed to raise this as a complaint to Lookers and VW UK. I was polite and calm throughout. I did not interrupt him or talk over him when he was speaking, something he did a couple of times to me. If your calls are recorded, you can confirm this. My language was polite, specific and methodical. I considered his tone and attitude to be abrupt and showed little empathy for this inconvenience. He did apologise for the confusion, but I did not feel this was sincere.I would like to see Lookers change the way they take bookings for issues such as this. Your booking agents would benefit from better training especially when customers make specific enquiries like I did. When questionnaire forms are sent out and returned promptly by the customer, they should be read in a timely fashion so that issues can be identified earlier.The big problem here is that I have had to make multiple bookings, each time being told the service centre later that they cannot work on my air-con system. Each time this has happened, it has delayed the issue further as your booking slots are few and far between anyway. I currently have a booking for 13th August (over 2 months after the fault was reported by the vehicle) and due to these booking issues, I have visited them to confirm they have the equipment. This shouldn’t be necessary.As you will see, this is not limited to Lookers, it has been Citygate as well. The only franchise that has been efficient so far, has been Marshalls in Coulsdon who cancelled my booking the day I made it online as they checked my vehicle details immediately.Could you please escalate this as a complaint and send me your complaints procedure. My vehicle is leased via Lex Autolease and is a company vehicle. I have nothing to gain my raising this complaint apart from trying to make my customer experience with VW better and that of others. I have raised this issue with VW Customer Services also, in particular the lack of service centres who have the required equipment to work on their vehicles.I look forward to hearing from you.

Subject: Urgent formal complaint – condition of all four tyres – VW Golf LE12 GYB purchased 12 August 2025I am writing to raise a formal complaint regarding the condition of the tyres on my VW Golf, registration LE12 GYB, which I purchased from Lookers Volkswagen Guildford on 12 August 2025, less than a year ago.I have just had the tyres checked by my local Kwik Fit and have been advised that all four tyres need to be replaced.I am extremely concerned and disappointed by this. As you will see from the attached photographs, there is very significant deterioration and cracking to the tyre sidewalls. Given that I purchased the vehicle from Lookers only around 11 months ago, I am very surprised that all four tyres should now be in this condition.I appreciate that tyres are wear items and will inevitably require replacement over time. However, my concern is not simply normal tread wear. The photographs show substantial deterioration of the tyre rubber itself, and I would not have expected tyres in this condition to have been fitted to a vehicle sold to me by a Volkswagen main dealer less than a year ago.I would therefore like Lookers to investigate this urgently, including reviewing the vehicle preparation and inspection records from the point of sale and confirming the condition and age of the tyres when the vehicle was supplied to me.As I have been advised that all four tyres require replacement, and I need to be able to use the car safely, I do not feel it is reasonable to delay having the work carried out while this complaint is investigated. I therefore intend to arrange for the tyres to be replaced locally as soon as possible.I have obtained an estimated cost of £592 in total for four Bridgestone Turanza All Season 6 DriveGuard ENLITEN tyres, size 225/45 R17 91W (reference T1045874).Given the condition of the tyres and the relatively short period since I purchased the vehicle from Lookers, I am asking Lookers to reimburse me for the cost of replacing all four tyres. I will, of course, provide the invoice and can provide written confirmation from Kwik Fit regarding the condition of the existing tyres.I have attached photographs clearly showing the deterioration. I would appreciate a prompt response, particularly as this is a safety-related matter and I need to arrange replacement of the tyres without delay.I look forward to hearing from you as soon as possible and hope that Lookers will resolve this matter promptly and satisfactorily.Kind regards,Pippa Graeme

Dear Lookers,Please see my complaint email below.Kind regards,Miss N Lea________________________________________From: Natasha LeaSent: 16 July 2026 23:59To: jimfisher@lookers.co.uk; danmurphy@lookers.co.ukSubject: Complaint & Damage LE25 AXFDear Jim and Dan,RE: LE25 AXFI am writing to formally raise a complaint regarding both the standard of customer service I received from Volkswagen Guildford during my service and diagnostic appointment on Wednesday 15th July 2026 and Thursday 16th July 2026, and the damage that has been caused to my vehicle while it was in your care.This experience has been extremely disappointing and has fallen well below the standard of service I would expect from Volkswagen.Booking and Pre-Appointment CommunicationI had booked my vehicle in for a service together with a diagnostic assessment, with an appointment at 8:00am on Wednesday 15th July.At the time of booking, I explained that there were several issues with my vehicle that required investigation. I was advised that these concerns would require a diagnostic assessment, and I completed the electronic diagnostic questionnaire, providing details of all of the issues I had been experiencing, some of which had been ongoing for several months.I also asked whether a courtesy vehicle would be available. I was informed there was approximately a three-month waiting list, so I explained that I would instead remain at the dealership while the work was carried out. I was advised that the appointment could take most of the day, and it was agreed that this would therefore be a waiting appointment.When I later received the online check-in email, I noticed that only one of the issues I had documented had been recorded. Concerned that the workshop was unaware of the full list of faults, I telephoned the dealership and was assured the remaining issues would be added to the system. To ensure nothing was overlooked, I requested an email address and, on Monday 13th July, emailed a comprehensive list of all the concerns requiring investigation to.Arrival at the DealershipUpon arriving at 8:00am on Wednesday 15th July, I asked for confirmation that all of the diagnostic issues had been recorded. I was told that only the 12V battery warning was listed.I explained the previous conversations and handed over a printed copy of every issue requiring investigation, and was then asked to complete yet another diagnostic form, which I did.At this stage I was informed, for the first time, that my vehicle might be required for two to three days because of the amount of diagnostic work involved. This came as a complete surprise, as I had specifically arranged to remain at the dealership throughout the day based on the advice previously given. Had I been informed beforehand that the vehicle may need to remain with you for several days, I could have had time to make alternative arrangements which can be difficult with short notice as I work long hours in an NHS Accident & Emergency department. It was agreed I would remain waiting at the dealership until I received a update to determine what was happening with my vehicle. I also accepted the offer for my vehicle to be washed.Unexpected Overnight Stay and Additional CostsWhilst waiting at the dealership, at 10:07am, I received a telephone call advising that a system error had been identified and that a software update was required which would take 6–8 hours, meaning the vehicle would need to remain overnight.This immediately caused significant inconvenience.As I live 45 minutes from the dealership, I had no practical transport arrangements in place. Consequently, I had to arrange taxis home, to work the following day, and back to the dealership the next day, incurring £42.68 in taxi fares, for which I retain receipts.In addition to the financial cost, I had organised both my working day and personal commitments around what I had repeatedly been told would be a waiting appointment. Instead, I found myself without my vehicle overnight because Volkswagen Guildford had failed to accurately record or communicate the extent of the diagnostic work required.Despite completing the electronic form, telephoning the dealership, and emailing the full list of concerns in advance, the information had clearly not been recorded appropriately. I also never received any acknowledgement or response to my email.This level of communication and organisation was unacceptable.I previously moved from Volkswagen Walton due to poor customer service and chose Volkswagen Guildford expecting a better experience. Unfortunately, this experience has been equally disappointing.Before leaving the dealership, I received the vehicle inspection video, which remains available for review.I was advised that once the software update had completed, the vehicle would be retested before the service was completed and would be ready for collection the following day.Poor Communication on ThursdayBy 11:00am on Thursday 16th July, I had received no update regarding my vehicle.At 11:02am, I contacted the service department for an update. I was told that the technicians were still investigating the 12V battery issue and carrying out diagnostic testing. No mention was made of the software update that had supposedly required an overnight stay.Naturally, I questioned this inconsistency, explaining that I had been told the previous day the software update was the reason the vehicle needed to remain overnight and this software update should have resolved the 12V battery issue.The member of staff advised they would speak with the Service Manager and placed me on hold.I remained on hold for 35 minutes before the call disconnected without anyone returning to me.When I called back, I explained that I had been waiting for 35 minutes before the call was cut off. Rather than receiving an apology, I was met with the response:"Not by me you weren't."This response was dismissive and entirely inappropriate.I was then informed the staff member was with another customer and would call me back "in a minute", although no indication could be given of when this might actually be.Fortunately, at 12:14pm, another member of staff called me back, apologised for the failed transfer and explained there had been a technical issue.However, I was then told my vehicle was ready for collection.This was surprising given that less than an hour earlier I had been told diagnostic investigations were still ongoing.I was then informed that the software update had in fact been completed and that it was reasonable to expect this update would resolve the issues I had reported. It was agreed that, because many of the faults occurred only intermittently, I should monitor the vehicle and return if the issues persisted.It was also confirmed that the infotainment system should not be requesting software updates on a weekly or several-times-per-week basis but now and again.Condition of My Vehicle Upon CollectionAfter work, I travelled by taxi to Volkswagen Guildford, arriving at approximately 4:00pm.Dan completed the paperwork and arranged for my vehicle to be brought to the front.While waiting beside the vehicle, I immediately noticed that it appeared considerably dirtier than when I had left it. In fact, it looked to be in a worse condition than it had in the inspection video recorded by Volkswagen.I observed:• Water marks across the bodywork and windows.• Dried mud within the wheel arches.• Dirt and residue covering the tyres and alloy wheels.This was particularly surprising given that I had agreed for the vehicle to be washed.I had thoroughly cleaned the vehicle only a few days beforehand and therefore knew exactly what condition it was in when it arrived.When I queried whether it had actually been washed, Dan initially confirmed that it had before then saying that the team vacuum the foot mats and opened the passenger door to inspect them before saying that he was not actually sure whether the vehicle had been washed. He offered to have it washed immediately or invited me to return another day.Although Dan did attempt to offer a resolution by arranging for the vehicle to be washed immediately or inviting me to return on another occasion, neither option was a practical solution. I had attended the dealership because I had been informed that my vehicle was ready for collection, and I reasonably expected it to have already been prepared and returned in the agreed condition, including being properly washed as promised. I live approximately 45 minutes away from the dealership and should not have been expected to either wait longer or make a further round trip simply because the vehicle had not been returned to me in the condition promised. As I was unable to stay any longer due to my prior commitments, I reluctantly accepted the situation and left the dealership.As I entered the vehicle, I also noticed that my dash camera had been unplugged and was no longer connected. I had to reconnect it myself before leaving the dealership. I am unsure why the dash camera had been disconnected, as this had not been communicated to me and there was no obvious reason for it to have been unplugged while my vehicle was in your care. As I drove away, I also noticed numerous marks on the drivers and passenger window, including lines which appeared to be scratches and small marks which appeared to potentially be dents.Damage Identified at HomeOnce home, I inspected the vehicle more thoroughly.Although I was able to remove some sticky residue from the drivers window, two raised scratches remain on the passenger side of the window screen, which appear to be permanent damage. These were not present before the vehicle entered your care.Given these scratches and the condition of the wheels, I carried out a full inspection of the vehicle and discovered further damage.This included:• A significant scuff and scratch on the driver's door, including white transfer marks and what appears to be fibres from a yellow cloth.• Excessive red dust, oily residue and dried mud around the alloy wheels, tyres and wheel arches, none of which was present before the vehicle was handed over.• Scratches to the tailgate immediately to the right of the Volkswagen badge extending across the rear light panel.These defects were not present when I delivered the vehicle to the dealership.As previously stated, I had cleaned the vehicle only days beforehand and was fully aware of its condition.The inspection video completed by Volkswagen also clearly shows the wheels and tyres in a much cleaner condition than when the vehicle was returned to me.Reporting the DamageAs soon as I identified the damage, I telephoned Volkswagen Guildford at 4:53pm and spoke with Dan.He asked whether I could return with the vehicle, but given the distance from my home and the dealership's closing time, this was not possible.Instead, we agreed that I would email photographs and videos.During the conversation, Dan advised that the vehicle had been taken on a test drive and suggested the dirt may have occurred during this process.When I asked what route had been used, I was informed it was driven only on normal roads and not off-road.Given the amount of dried mud, dust and residue covering the wheel arches and wheels, I found this explanation difficult to reconcile with the condition of the vehicle.I was also advised that photographs had been taken before work commenced and that the vehicle had already been dusty.This is simply inconsistent with both my own knowledge of the vehicle's condition and Volkswagen's own inspection video, which clearly shows clean alloy wheels without dried mud or heavy residue e.g oil marks.It was further suggested that the vehicle could simply have driven through a puddle.However, this explanation appears implausible. During the prolonged heatwave, Guildford had recorded no measurable rainfall for at least five to seven days, with local weather reports showing 0.00mm of rainfall during that period.I requested copies of Volkswagen Guildford's arrival photographs, and Dan confirmed these would be provided once my email had been received.My ExpectationsI have attached photographs and videos showing the damage and the condition in which my vehicle was returned. Due to file size limitations, these are being sent across multiple emails.Unfortunately, I have been unable to clearly photograph the scratches on the passenger window because they are difficult to capture depending on the lighting. However, they are clearly visible in person and can be physically felt.I would now ask Volkswagen Guildford to:• Provide copies of all photographs/videos taken of my vehicle upon arrival.• Confirm whether my vehicle was washed and, if so, at what time.• Provide details of the route taken during the test drive and the time it was undertaken.• Investigate how my vehicle sustained the scratches and scuffing whilst in your possession.• Confirm what steps Volkswagen intends to take to repair the damage to my vehicle at no cost to myself.• Reimburse the £42.68 I incurred in taxi fares as a direct result of the poor communication and inaccurate information provided regarding the duration of my appointment.I entrusted my vehicle to Volkswagen Guildford expecting it to be serviced professionally and returned in at least the same condition in which it was delivered.Instead, I experienced poor communication, repeated administrative failures, significant inconvenience, additional financial expense, and new damage to my vehicle whilst it was in your care.I would appreciate a full written response addressing each of the points raised above together with details of how Volkswagen Guildford intends to resolve this matter.I look forward to hearing from you promptly.Yours sincerely,Miss N. Lea

I am writing to you to express my disappointment with the service I received from Volkswagen Guildford on Wednesday 15th July and Thursday 16th July and additionally report the damage to my vehicle since it has been with yourselves.I had a service and diagnostic assessment booked for my car at 8am on Wednesday 15th July. When making the booking I made the staff member aware of the several issues with my car that needed to be looked at. I was informed this would require a diagnostic assessment and was sent an electronic form to fill in. I asked if it was possible to have a courtsey/loan car for the day but was informed there was none available it is about a 3 month wait so I informed the staff member I would therefore have to wait onsite for the work to be completed, I was informed it could take the whole day and I was happy to remain at the garage for the day as I was working remotely on this day and it was agreed it would be a waiting appointment. I completed this form to the best of my ability with the space provided to provide an outline of the issues I have been experiencing with my car, some of them lasting months. When I then received an email prompting me to check in online for my service I noticed the diagnostic form only had x 1 of the issues I had previously documented. I was concerned that VW were not aware of all the issues documented on the electronic form so I spoke to someone over the phone who said they would note down on the system the other issues, I requested an email address so I could also send the isseus across to defintely make sure that VW Guildford was aware of the amount of diagnostic assessment needed to be completed prior to the day. I was provided an email address and on Monday 13th sent my email to provide a list of the issues that needed to be reviewed.When I arrived at 8am on Wedneday 15th July I asked if it could checked what diagnotic assessment need to be completed, I was informed it was to look at the 12v battery warning. I explained the above and also provided the staff member a print out with all of the issues that needed to be assessed. I was asked to complete out another diagnostic paper form which I completed as well as them taking my own printed list of issues. I was then informed my car might be required for 2-3 days due to the amount of diagostic testing required, which I was shocked by and asked why I was informed of this in the first place as I had not made any provisions to not have my vehicle for 2-3 days. I then informed the staff member that I would remain waiting and if I could be updated in the afternoon so I would have some idea what was happening. I was additionally asked if I would like my car to be washed to which I agreed too.At 10:07 I then received a phone call to inform me that they had found a system error and it needed an update which would take 6-8 hours and therefore my vehicle would have to remain at the garage overnight. I had not planned to be without my vehicle for the evening and the whole next day so had to then pay for a taxi. I live 45 minutes from the garage so it is not easy for me to organise alternative free travel and have had to rely on a taxi to get me home and to work on Thursday 16th July and later on from work back to the garage, spending a total of £42.68 on taxi's (I have invoices as evidence if required) in addition to relying on friends and family. I was frustrated with the fact i had arranged my working and personal schedule around this appointment and was missinformed by VW as i was told this would have not been a waiting appointment and then told it was be 2-3 days and then told to come back the next day, I was then left at a financial loss. VW were not aware of all the information i had put on my diagnostic assessment form electronically, the information i had provided over the phone or in an email to which i never recieved a reply. It was poor customer service and not what i expected. I previously had my last car at VW Walton but due to poor customer service chose to move to the Guildford branch so was dissatisfied to be experiencing poor customer service from this branch as well. Before leaving I had been sent the inspection video before I left the garage which I am still able to view.I was informed the update would be completed and then they would retest the car to make sure the issues had been resolved and then they would complete the service and i could pick the car up the following day.I had not received any contact from VW Guildford by 11am so I made a phone call to VW Guildford servicing department at 11:02. I asked if there had been any update regarding the status of my vehicle as it was awaiting an update. I had anticiapted as it had been over 6-8 hours since I left the vehicle the update should be done and was anticipating an update. I was informed from the technician notes that they were looking into the 12V battery issues and still running diagnostic testing as this is what was on the form. I explained there was many items on the form left and that I was informed the above e.g it had an update to do but took 6-8 hours so should be finished by now. The staff member did not mention the update so i queried what had happened to the update as yesterday i was told it needed an update and now it is not being mentioned so i was very confused what was happening. The staff member said they would need to speak to the service manager and i was place on hold. I was placed on hold for 35 minutes with no contact. After 35 miniutes the phone cut off. I phoned back the same number and pressed the same options and explained I had been cut off to which i was informed 'not by me you werent'. I explained I know but i had been waiting for 35 minuets and never spoke to anyone else, i was informed the staff member was with a customer and will call me back in a minute, i asked what she meant by a minuet eg in 5 minuets, i was told they dont know how long as they are with a customer. After a short wait I did recieve a phone call back at 12:14 by a different staff member who did apologise and explained I was transferred to their number but there must have been an issue as the call never went through.I was then informed my car was ready for collection which i was shocked about as less than an hour ago i was told there was no update being completed and they were still completing the diagnostic assessment. I was informed the update did take place and has now been completed and that it would be reasonable to believe this update would fix the issues i had reported. i was in agreement i might not know if they are all fixed until i have used the car as some of these issues did not happen on a daily basis but sporadically and it was agreed if i find any issues return to bring the car back to the garage. It was also agreed that the car updates that appear on the infortainment system should not occur weekly/ several times a week but more on a now and again basis.After leaving work and getting a taxi to the VW garage and arriving at 4pm i arrived at the service desk and spoke to Dan and explained I was here to collect my car. Dan organised the paperwork and organised for his colleague to bring my car out the front. When i went to go to the front where my car had been parked the car was locked and there was no one there with the key. As i waited by the car by the passenger side i noticed my car looked particularly dirty, in a worse condition i had left it in and worse state than it looked on the inspection video i was sent. I noticed there were water marks all over the car and dried mud in the wheel arches and on the tyres. I thought it was strange my car would be in a worse condition than when i left it especially as i had agreed for it to be washed whilst it was left at VW Guildford. I had cleaned it just a few days before bringing the car on Wednesday 15th July so knew the exact condition the car was in.I asked Dan if it had been washed to which he replied yes, i then said but it looks worse than when i dropped it off yesterday. Dan then said they hover the foot mats and opened the passenger door to inspect the foot mats and then said he was not sure. Dan then offered for me to have it washed now -due to having leave as soon as possible i was not able to stay so i informed Dan i could not stay to which he offered me to return another time to have it cleaned. Although this was not satisfactory as the garage is 45 minutes away and the condition of the car upon being handed back to me was worse than when i left it i just agreed to leave as i could not stay. Upon driving i noticed quite a few marks on my window, some small and some lines which appeared to look like scratches which concerned me but hoped they would just be superficial marks that would rub off.When arriving home i inspected these marks in further detail, some of them were like a sticky residue and some of them were lines which appeared to potentially be scratches. I then managed to get some of these marks off myself but two of them remain and are raised on the window which appear to actually be a scratch on the passenger side of the window. None of the marks that were there now were there when i dropped the car off.Due to the new scratches on the window and the dirty tyres I decided to inspect the rest of the car if any other damage had been caused. I was shocked to find a large scuff/scratch park on the drivers door panel, this was not there when i dropped the car off. There was white marks with a small bit of a yellow cloth attached- please see in the photo attached and zoom in. Upon further inspection of the tyres, they are filthy around the edges of the alloys and appears to be a lot of red dust and oil marks along with the dried mud marks in the wheel arch and on the tyres as initially seen. I am not sure how they were this dirty, you can even see from the inspection video completed by VW that my alloys were clean and did not have all these marks on that you can see from the attached photos and videos.As I continued to inspect the vehicle the next damage noted was to the boot, to the right of the VW badge there are scratches on the paintwork which extend over the light panel. Please see photos attached. I use my boot regularly, several times a day and these scratches were not there before I brought my vehicle in as they were particularly noticeable. As mentioned above I cleaned my car a few days ago and I am aware of all the marks on the vehicle and alloys before bringing the car to you on Wednesday 15th July.As soon as I found the above damage I phoned the VW Guildford branch at 16:53 and spoke to Dan again to explain the above, he asked if I could bring the car in. Due to living 45 minutes away it was not possible for me to bring it in time before you close but agreed i could send photos/videos. Dan reported the car is taken for a test run and it could have happened then, i asked what terrain the cars are taken on and i was informed it is main roads and not off road, i explained that with the amount of dried mud and dust in the wheel arches and alloys it looks like it could be off road and i could not understand how it was in the condition it was in alongside the damage. Dan informed me that photos are taken off the car before work is started and the car was already dusty. As I had explained above the car was not in the same condition i left it in and even the inspection photo can varify this with the condition of the alloys and side tyre profile in the video eg there is no dry mud in this video. I was informed it could have gone through a puddle. Please note that there has been a longstanding heatwave and the weather reports- Guildford has not had measurable rainfall in at least the past 5 to 7 days, with local rain gauges recording 0.00 mm during that period. I asked Dan if I could be provided with these photos taken by VW Guildford, it was agreed once I send my email i will then recieve a reply with the photos taken by VW Guildford.Dan then provided myself with these two email addresses to send my evidence too and explain my concerns and informed Dan was not in tomorrow but Jim the service manager is and he should get back to me on Friday 17th July if not both Dan and Jim are in on Monday 20th July so i would recieve a reply by then. Dan had informed me that the garage.Please see photos and videos of the damage and condition of the car as i have explained above in the next few emails as they will not attach at once. Please note I unfortunately do not have a photo or video of the two scratches on the passenger window side as it is difficult to see and depends on the light so is difficult to capture on my phone but is visable in person and as mentioned you can feel it is physically scratched.I would please request you review these photos/videos, please provide me photos of my vehicle when I dropped it off. Please clarify if my vehicle was washed and at what time.Please provide details of the route taken for the test drive for the vehicle and at what time. I do not expect to take my car to the VW garage for a service and diagnostic assessment and recieve it back scratched and in a worst state than when i dropped it off. I am dissatified with the level of customer service recieved over the last two days. I expect VW to inform me of the next steps that will be taken to rectify this situation and to fix the damage to my vehicle.

Disappointing, sales man good, showed the vehicle and accessories, taking time to explain ensuring I understood. Manager double booked, I wished to purchased from you, manager refused reasonable part x price ( lowest by £1500 I received) I walked away never to return.

The service we received from the salesman was OK but the condition of the very expensive car we came to look at was really appalling.

Emails sent to Jim regarding poor customer service (initially sent email 12 June with problem). Assured a response to my email within a week off the 19 June. Have chased but nothing received. Happy to send all emails relating to the problem.

The customer service of your servicing department it pitiful. I’ve honestly never had worse service anywhere. I have called and called always asking for a call back and not ONCE do I ever get one. I have a car with the alarm going off all the time unless I leave the car unlocked which risks it being stolen. This is never taken seriously, they just don’t care. I’ve now been waiting weeks for a new door handle before it can be fitted, no update, no communication. Nothing. I’m going on holiday on the 2nd Aug and leaving the car in an airport car park. I HAVE to have it sorted by then. I even TWICE asked to speak to someone about service packs as I recently bought the 2025 Tiguan. No call back, no email. NOTHING

Hi there,Since you asked for Feedback, here it is:- When checking my car in online, I was asked if anything else was required, I also selected to have the Air Conditioning refresh - providing it was due. Non of my requests were discussed or to my knowledge carried out.- When booking the car in on the day, don't ask the customer if they want a complementary wash and then return the car having not done this, and in a worse state then it brought in. This has happened twice now.- Timeslots would be a real win for the customer. Bringing it in for 8:45 and then leaving around 3pm. For waiting appointments it would be great to bring it in closer to when the car will be worked on.Thank youDean Mistlin

I edited online and received a phone call from a member of the sales team. Unfortunately I couldn’t answer the phone at the time of the call. I returned the call and asked to speak to the salesman who left me a voicemail. I was told he want available at the time. No problem, I asked the gentleman on the phone if he could help with my enquiry and he just said he would get the other salesman to return my call. This was 4 days ago and I have still not had my call returned.