We were seen to promptly and had test drives

Well the two people I spoke to (Paul & Romy) were very polite but I inquired about a used Touareg and I think I’ve been forgotten about. The car in question is for sale for almost £70000 which makes it crazy that I’m being ignored for a car worth that much I’m interested in buying. I was told it was a directors car and it’s not at the branch and wouldn’t be in for a week and they would get me a video in the mean time. I’ve had zero contact since from anyone at the branch. I have also left messages with other people at the branch for someone to get in contact with me but nobody has. Do they not want to sell a car worth almost £70k?

Poor contact and follow up

Dear Sir/Madam,I am writing to formally escalate a complaint to Lookers plc head office regarding a vehicle I purchased from Lookers Volkswagen Guildford on 7 March (Volkswagen Golf, registration YF74ULV).Despite raising multiple concerns directly with the Guildford dealership and issuing a formal rejection notice, I have received no meaningful response. Lookers Guildford have failed to respond to any of my emails and have not come back to me with any resolution whatsoever. This lack of communication is unacceptable and is leaving me with no choice but to escalate this matter.I am formally rejecting the vehicle under the Consumer Rights Act 2015 on the basis that it has been mis-sold and is not as described.The key issues are as follows:I have received written confirmation from MD Controls (dual control installation specialists) stating that there were already pre-existing cuttings and fittings in place prior to installation. This strongly indicates that the vehicle had previously been used as a driving school or hire vehicle. This was never disclosed to me at the point of sale.In the sales video provided to me prior to purchase, I was clearly informed that the vehicle had keyless entry and keyless start. This representation is incorrect. I am providing this video as evidence of what was stated to me, which I relied upon when making my decision to purchase the vehicle.Upon having the vehicle washed, I discovered clear overspray on both rear alloy wheels and on the rear lower panel connected to the bumper. This indicates prior repair work which was not disclosed. I was also informed that all alloy wheels were in good condition, which is not accurate.I am attaching both:The email from MD Controls confirming the pre-existing dual control evidenceThe video provided at the point of sale demonstrating the incorrect information regarding keyless entry/startTaking all of the above into account, I have no confidence in the condition, history, or description of this vehicle.Lookers Guildford’s continued failure to respond has left me with no choice whatsoever but to pursue this matter formally. I now require urgent intervention from head office.I am therefore exercising my short-term right to reject the vehicle and require a full refund. I expect Lookers to arrange collection of the vehicle and to process a full refund within 7 days.If this matter is not resolved within this timeframe, I will proceed without further notice to:Initiate legal proceedings via Money Claim OnlineEscalate the matter to The Motor OmbudsmanI strongly advise that this matter is now treated with urgency.I look forward to your prompt response.Yours faithfully,Muhammad Shehzad

please see attachments for customers scanned complaint

Dear Rob and Lookers ComplaintsI need to raise a complaint about the lack of a return of the deposit I paid on a car. The £250 deposit was paid to Lookers on the 2nd March 2026. Unfortunately due to a high cost of a non-refundable transfer fee I pulled out of the purchase and notified you of this and first requested the refund on the 4th March.I have since chased many times on the phone and by email for this to be completed. I have been met with promises of looking into it, but with no actual call back in each instance. I have spoken to several of the staff at Lookers Guildford but all with no luck.Please can you ensure that this is completed with no further delay, as it has now been c. 3 weeks since the initial request.Please contact me to confirm this is in hand.Ed Smith

Website didn’t submit enquiry via phone so had to do it on laptop - then it took speaking to two sales people to eventually get a short video of the car 2 days later. In the meantime I bought the same model from somewhere else.

Good AfternoonPlease see below non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Charlie Dixon-GreenSent: 23 March 2026 13:06To: Lookers Volkswagen Guildford - Jack RichardsonCc: Amy Dixon-Green; F and I ComplaintsSubject: Re: LF21 ABCExternal Sender: Confirm legitimacy before acting.Hi,Please can you come back on my email below?Thank you,CharlieOriginal message - sent 15th March 2026We purchased a 2021 VW Tiguan from you as a second hand vehicle in 2023.At the time of purchase we immediately noticed an intermittent error with the travel assist that would lead to beeping while driving. Sometimes you could go 50 miles without the error showing. Other times the car would beep almost continuously.When purchasing the vehicle, the salesperson provided us with an extended five year warranty.The car needs a service and oil change. If we book this in with you at Lookers Guildford please can you also fix the travel assist error?Looking online at Google reviews and Reddit threads etc it appears to be a known issue with these models. I've attached a screenshot with info below.Please let us know when it would be possible to book in for the oil change service and for this issue to be fixed.On Sun, 15 Mar 2026 at 16:18, Charlie Dixon-Greenwrote:Hi,We purchased a 2021 VW Tiguan from you as a second hand vehicle in 2023.At the time of purchase we immediately noticed an intermittent error with the travel assist that would lead to beeping while driving. Sometimes you could go 50 miles without the error showing. Other times the car would beep almost continuously.When purchasing the vehicle, the salesperson provided us with an extended five year warranty.The car needs a service and oil change. If we book this in with you at Lookers Guildford please can you also fix the travel assist error?Looking online at Google reviews and Reddit threads etc it appears to be a known issue with these models. I've attached a screenshot with info below.Please let us know when it would be possible to book in for the oil change service and for this issue to be fixed.Best,Charlie

James was unfriendly and unhelpful. Despite having an appointment he was 20 minutes late, he did not have the keys to the vehicles ready, both vehicles were filthy and the boot on one was faulty and would not open. During the appointment James was more interested to speaking to male customers in the showroom. He had little knowledge of the vehicles to the extent he said both had been reduced in value which was untrue. The price stated was the price advertised. He was not interested in selling either vehicle I’d travelled 80 miles to view, he was not interested in valuing my vehicle for part exchange and suggested I went to We Buy Any Car. It was possibly the worst experience I have encounter when trying to purchase a new vehicle. Considering I was a returning customer to Lookers having bought an Audi 12 months ago I was shocked and stunned by the complete disinterest James showed me. I will not be returning to Lookers and will pass on to as many friends and family the poor experience I had.

On 19 March my car was booked in to re boot the infotainment system - I’d locked myself out of the system while trying to download an update because I didn’t know my S PIN code.I struggle with technology but I am otherwise competent. I felt belittled by the service person dealing with my issue (Ryan). There was no understanding of my predicament at all. He continued to work on his laptop while I was explaining what had happened, then sent me off to reset my password as he wanted to deal with other customers in the queue. I reset the password and returned to his desk. He then told me that I needed to have both car keys with me to reset the S PIN code, so I left with the problem unresolved. There was no offer to help me in person, even if I returned with both keys. There was no humour or understanding, only cold indifference. The message was basically, ‘I haven’t got time for this; you are stupid; go away’. I am still very upset by the whole experience and would like an apology and reassurance that I will receive the help I need if I am unable to reset the system myself.