I bought a polo gti 7 months ago off you , I had a service and mot yesterday , it failed ! It only had 36000 miles on the clock when I bought it and it failed on front brake pads and spark plugs , front tyres .. £849 to be fixed I work for Mercedes I’m asking someone to look at it today , if those jobs don’t need doing then you lot are disgusting I bet you con loads of old people because they will believe it …I’m also waiting for the dent in the door to be done which I was promised when I brought the car

Booked a T-Roc test drive. When we arrived we weee told there wasn’t one available. It had been involved in an accident the week before. We could have been told this before we made the journey to Guildford

See ticket 87907713 re feedback sent on 27 April 2026.I have not had the courtesy of a response despite the time now elapsing and no one has contacted me which is disappointing given I have raised valid complaint and query.

Over a month ago I paid a £250 refundable deposit to reserve T-Roc reg LE75 EOM; I was dealing with Ollie Szkutnik. I subsequently decided not to proceed with the purchase. I phoned Ollie on 14th April to request the deposit back, & as of now (4 weeks later) I have not received my money back, nor any correspondence.I would like someone to look into this & get back to me either today or tomorrow at the latest.

Paid 250 reservation fee on the basis that it was valid for 72hrs. Met sales rep the next day and had a test drive. Told him we'd phone later to confirm or not. He advised at that point the reservation was no longer valid!!! Still wanted to proceed but after 2 days of calls got no response. The business manager then called to say we could still proceed. Wife clarified repeatedly that some one would be available to see us at 9 am the next morning. Left at 9.24 - still waiting..... Business manager phoned, more or less telling me off for leaving. Lookers still have my £250 despite repeated calls. Got an extra 1000 on what you were giving for a trade in price in the mean time!

Cameron was very pleasant and informative in our dealings with him. He was also diligent in his follow up. It was also easy to book a test drive.

James Hart - v helpful

Spoke to someone about buying a new car. He took all my details including the vehicle I was after and said he’d call me back, he never did. I followed up the next day to be told he’d gone on leave. I expressed my frustration and someone else took my requirements again and said he’d ask the Sales Manager to call me back, he never did. In the end I lost faith and have bought a car through another VW dealer - completely out of my way but they were responsive and professional and got the deal done.

Hi RomyI am bored of ringing the dealership and sending emails now. It’s not hard to send the documentation I have asked for. I was promised this would be with me by close of play today and it wasn’t sent. Whilst I know Ollie has now left the dealership, I’m sure someone could have returned one of my several calls or emailsIt’s a shame as the pre sale process at the dealership was great, particularly with yourself and Chris. We are approaching a week now and no one has the courtesy to return my emails, calls or actually send the service documentation I have asked for.@complaints team - Please can I raise this as a complaint as I have no idea what the status of my used car is and I’m tired of contacting the dealership to be unanswered.RegardsCarl PierceySent from my iPhone

Dear Sir/Madam,I am writing to formally raise a complaint regarding the handling of my recent service experience with Lookers Volkswagen Guildford, specifically in relation to my Volkswagen Tiguan (LF71 SHJ).On Monday 16th March, my vehicle displayed a “gearbox in emergency mode” warning. I immediately stopped using the car and contacted your service department the same day. I was extremely concerned to be given the earliest available appointment of Thursday 23rd April — a 38-day wait for a vehicle with a serious fault.I attended as instructed at 8:00am on 23rd April for a gearbox diagnostic. Despite having a booked slot, my vehicle remained outside for the majority of the day while other vehicles were processed ahead of mine. I was left waiting until approximately 3:30pm, just before closing, which is wholly unacceptable given the pre-booked appointment.Following the diagnostic, I was informed by Dan that the issue was an electronic fault within the mechatronic unit and that a repair kit would need to be ordered. I was told he would contact my warranty provider, Car Care, that afternoon or at the latest the following morning (Friday 24th April).Since that point, I have had to repeatedly chase for updates. Over the course of the following week, I made approximately 11 phone calls and sent three emails, all of which were either ignored or met with assurances that someone would call me back — which never happened.On Wednesday 29th April, I finally managed to speak directly with Dan, only to be informed that he had not yet contacted my warranty company at all. This is completely unacceptable, particularly as I was explicitly told this would be done promptly and that the warranty company is “easy to deal with.” As a result of this delay, an entire working week was lost in ordering the required repair kit, which itself takes 5–7 working days to arrive.At this point, my vehicle has already been unusable for an extended period, and I now expect this issue to be resolved no later than Monday 18th May. By this date, the car will have been off the road for nearly two months, which is unreasonable by any standard.The lack of communication, failure to follow through on commitments, and overall level of service I have experienced is far below what I would expect from an authorised Volkswagen dealership.Given the significant inconvenience, loss of use of my vehicle, and time spent repeatedly chasing updates, I expect appropriate compensation to be offered. I would also like a clear explanation as to how this situation has been allowed to occur.I look forward to your prompt response and confirmation that this matter is being treated with urgency.Regards,Connor Poole