Dear Sean,Thank you for your email.The "first fix" you are suggesting below was already undertaken on 26 February and from that it was determined that to fix the problem would require removal of a number of parts and as such the warranty provider had declined, presumably due to the cost. There should already be documentation around the investigation on 26 Feb. So I do not see how your below proposal gets us any further.I have given Lookers more than a reasonable amount of time to respond to my initial request on 28 April, so I would therefore like to continue down the rejection of sale route and would like to resolve this by the end of this week.Regards,SimonOn Mon, 15 Jun 2026 at 17:24, Sean Grantwrote:Good afternoon, Mr Mort,I hope you are well. My sincere apologies for the delay in getting back to you.I have spoken with our Aftersales team for clarification, as I wanted to ensure I fully understand the progress on your case. The warranty claim was declined at this stage because the warranty provider does not yet know the root cause of the suspension noise. They have advised that the first step is to apply grease to the suspension. As grease is considered a wear and tear consumable, it is not covered under warranty.Once the first fix has been completed, if the issue persists, we will then be able to have a clearer and more informed discussion with the warranty company about the next steps. At the moment, the workshop cannot confirm the underlying cause until stage one has been carried out and authorisation is obtained for any further work.With this in mind, I am happy to honour my offer to cover the diagnostic charge for the first fix.I hope this explanation helps clarify the situation, and please let me know if you would like any further information.Kind regards,Sean GrantGeneral Sales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Simon MortSent: 11 June 2026 12:02To: Sean Grant; Romy GumayagaySubject: Re: Ref: LB71 WHZ – rejection of saleExternal Sender: Confirm legitimacy before acting.Sean, Romy,Following up again on the below. This has been unresolved for some time now and I would like to resolve this week.SimonOn Tue, 9 Jun 2026 at 12:50, Simon Mortwrote:Hi Sean,Just following up on the below. I can take a call this afternoon.ThanksSimon________________________________________From: Simon MortSent: Friday, 05 June 2026 17:42:42To: Sean Grant; Romy GumayagaySubject: Re: Ref: LB71 WHZ – rejection of saleSean,Apologies but I have been driving today and only just saw your message.I can take a call tomorrow if you are working. Otherwise, I am free Monday afternoon.Thanks,Simon________________________________________From: Sean GrantSent: Friday, 05 June 2026 13:01:03To: Simon Mort; Romy GumayagaySubject: RE: Ref: LB71 WHZ – rejection of saleGood afternoon, Mr Mort,I there a good time to call you? I feel a telephone call would be easier so we can find a way to move forward.Kind regardsSean GrantGeneral Sales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Simon MortSent: 28 May 2026 08:52To: Romy GumayagayCc: Sean GrantSubject: Re: Ref: LB71 WHZ – rejection of saleExternal Sender: Confirm legitimacy before acting.Romy,Is there an update on this? I have the car booked in for the puddle lights tomorrow but given there has been no progress on the below, I feel I should cancel the booking.Regards,Simon________________________________________From: Romy GumayagaySent: Saturday, May 23, 2026 8:50:17 AMTo: Simon MortCc: Sean GrantSubject: RE: Ref: LB71 WHZ – rejection of saleHi Simon,Apologies for the late response.I wasn’t previously aware of this matter, but I’m now getting up to speed. Thank you for your patience — we’re reviewing this and will be back in touch after the bank holiday weekend.Kind regards,RomyRomy GumayagaySales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Simon MortSent: 22 May 2026 14:09To: Romy GumayagaySubject: Fw: Ref: LB71 WHZ – rejection of saleExternal Sender: Confirm legitimacy before acting.Dear Romy,Are you able to help in Sean’s absence?ThanksSimon________________________________________From: Simon MortSent: Thursday, May 21, 2026 10:25:08 AMTo: Sean Grant; DanMurphy@lookers.co.ukSubject: Re: Ref: LB71 WHZ – rejection of saleSean,Is there an update on this?ThanksSimon________________________________________From: Simon MortSent: Wednesday, May 13, 2026 2:32:03 PMTo: Sean Grant; DanMurphy@lookers.co.ukSubject: Re: Ref: LB71 WHZ – rejection of saleDear Sean,In respect of the suspension, this problem has already been diagnosed, but fixing of the problem was not authorised by your warranty team. Details should be on file.In respect of the driver alert system faults, that was diagnosed and fixed under warranty.Regards,SimonOn Mon, 11 May 2026 at 13:21, Sean Grantwrote:Dear, Mr Mort,I wanted to provide you with an update while I continue reviewing the wider points raised in your letter.I can confirm that you currently have a booking with our Aftersales department on 29 May. Please let me know whether you require a courtesy car for this appointment so that I can ensure arrangements are made in advance.Regarding the suspension concern, I will ensure that the diagnostic cost for this element is covered, and the team will proceed with the investigation during your visit.I also note your comments regarding the puddle lights. This fault will be inspected as part of the same booking so we can establish the cause and next steps.You have mentioned intermittent system faults appearing since purchase. To help us direct the investigation correctly, could you confirm which specific driver assistance features were affected? For example, was it Travel Assist, Lane Assist, Road Sign Recognition, or another system?Any detail you can provide will help us ensure the correct diagnostic path is followed.I have copied @Dan Murphy into this email, he is our service department manager. This will help us to make sure the booking is managed correctly.Once I have all the information and the investigations are complete, I will provide you with a full and formal response.Kind regards,Sean GrantGeneral Sales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Simon MortSent: 29 April 2026 07:38To: Sean Grant; Steve Telling; Craig Bishop; Vehicle ComplaintsSubject: Re: Ref: LB71 WHZ – rejection of saleExternal Sender: Confirm legitimacy before acting.Thank you for the note Sean.I look forward to hearing from you.Simon________________________________________From: Sean GrantSent: Tuesday, April 28, 2026 5:08:51 PMTo: Simon Mort; Steve Telling; Craig Bishop; Vehicle ComplaintsSubject: RE: Ref: LB71 WHZ – rejection of saleDear Simon,Thank you for your email. I acknowledge receipt of your correspondence and the concerns you have raised regarding vehicle LB71 WHZ.I am currently reviewing the full history of the case, including the diagnostic findings, warranty decisions, and the points outlined in your letter. I am also liaising with the relevant departments to ensure I have a complete and accurate understanding of the situation.While this review is underway, I wanted to reassure you that your concerns are being taken seriously. I will provide you with a detailed response and next steps as soon as my investigation is complete.Thank you for your patience while I look into this matter.Kind regards,Sean GrantGeneral Sales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: Simon MortSent: 28 April 2026 16:18To: Steve Telling; Sean Grant; Craig Bishop; Vehicle ComplaintsSubject: Ref: LB71 WHZ – rejection of saleExternal Sender: Confirm legitimacy before acting.Dear All,Please find attached a signed version of the letter copied below rejecting the sale of LB71 WHZ.Ref: LB71 WHZ – rejection of saleOn 14 November 2025 I purchased, and took delivery of, the above Golf eHybrid Style from you, including 2 years warranty.While driving the car over the first few days I noticed a creak coming from the front suspension. I telephoned Craig Bishop (the Used Car Sales Executive who sold the car to me) the following week to highlight my concern. He advised me to drive the car for a few weeks as “sometimes these creaks occur when a car has been stationary for some time”. I did as suggested but the creaking only worsened. I emailed Craig again on 2 January 2026 to say that “After our last conversation about the creaking suspension on the golf and how you thought it may just be lack of use, I have driven it now across a variety of journeys and distances and the creaking is very much still there. Is it best that we arrange a time to bring it in to be looked at? Is that done through you or the service department?“. I received no response from Craig, so I called the service department at Lookers VW Guildford and booked the car in for a diagnostic test for the suspension issue on 23 January 2026.In addition to the suspension issue, since purchasing the car I also noticed that various driver alert system failure messages would appear intermittently. I mentioned this to the service agent when I took the car in for the suspension diagnostic on 23 January 2026 and they said they would look into it.On 23 January 2026, as part of the diagnostic test, I drove a service agent a short distance in the car and we both identified and agreed there was a creak from the front suspension. At the end of the diagnostic I was contacted to say that the car required a new steering wheel to cure the driver alert system faults, but that they could not proceed with the suspension issue as there was some debris around the passenger side lower rear arm bush. The dealer wanted to charge almost £200 to clear the debris to continue with a diagnostic. I felt that this charge was excessive and should not be charged given I had bought a used car from an official VW dealer with extended warranty. It was agreed that I would take the car back and clear the debris in readiness for the next visit to the service department when the steering wheel had been delivered and would be replaced.On 26 February 2026, I returned the car to Lookers VW Guildford as a replacement steering wheel had been delivered and could be fitted. When I was contacted later that day to say that the steering wheel had been replaced and the car was ready for collection, the service agent informed me that while they acknowledged the creaking suspension issue was present and that it required extensive repair and replacement work to be fixed but that the cost of the remedial work had been declined to be authorised by the Lookers Warranty department. Needless to say, I was not satisfied with this outcome.Since 26 February 2026, I have identified a further issue in that the puddle lights on both sides of the car appear to be faulty and no longer display the original pattern on the ground and appear to have water ingress. This is a known problem it appears, but while I have booked the car in for a diagnostic on 8 May I have been told that I will need to pay a diagnostic fee and this may not be refunded, depending on the issue and the decision of the Lookers Warranty department.The Consumer Rights Act 2015 requires dealers to supply goods that are fit for purpose, as described and of satisfactory quality. Given the above issues with the car in such a short space of time and Lookers VW Guildford’s refusal to fix the creaking suspension under warranty (a widely known issue with an associated technical service bulletin) I am hereby rejecting the sale of this car to me for I expect to be reimbursed the original purchase price of £17,644, being the cost of the car of £17,245 plus window tinting cost to Lookers of £300, plus warranty cost of £99.If you fail to reimburse me, I shall have no alternative but to issue a claim against you in the county court for recovery of the money without further reference to you.Yours faithfully,

Hvnt heard back from them since went in

I made an appointment to visit your dealership online, but when I arrive we were not expected. I was promised a part ex quote that didn't arrive. I called Craig 2-3 times but never received a call back. When I called again and spoke to Craig he promised to email me the next day, but this didn’t happen. Two weeks later I called and spoke to Chris (manager) who promised to email me details of a new car deal but never did! Truely shocking service! I bought a new car elsewhere.

I had a call and Paul left a voicemail. I called back on 18/5/26, explained what I was looking for and was advised by Paul in sales that he would get back to me with some quotes via email. I heard nothing further.

Can I get my deposit back for this please?Dear Andrew HorvathThank you for choosing Lookers Lookers Volkswagen Guildford.Your VOLKSWAGEN ID.4 has been reserved. A member of our sales team will be in touch shortly to progress your reservation.Vehicle Registration Number: LA26HCJYour reservation is valid for 3 days and information on refunds can be found in our terms and conditions.Thank you,The Lookers TeamPlease do not reply to this email, if you need to get in touch with us please see our website, or contact us via 01483 230500

Looked at cars on Lookers, received an email from C Read- Communications Manager.Went to Guildford, he was busy so they found a sales personal who was free.Very pleasant young man, not sure he took us seriously. Mainly talked about car finance although we said it would be cash payment.We then decided on T Roc. No offer for test drive. Looked at my car briefly didnt ask for my details or phone number. He has never called or emailed me.Because of that 2 days later we went to Lookers Walton on thames. Purchased a T Roc.He seemed pleasant but clearly though we were not able to buy a car. We came all the way from Walton because we saw a car in your show room.Disappointing experience. Walton Lookers provided the service and test drive a customer should expect.Thank you for the initial email and your reception staff were helpful.I think your young sales personal who owes us an apology. No contact. Tusella Hylton

Had to postpone test drive, even though I have emailed sales rep, I’ve had no call back or communication to arrange a test drive!

Helpful friendly staff.Limited customer parking.

Hi Alex,I am writing to you in the hope that you may be able to help us.We have been experiencing ongoing issues with a vehicle purchased from one of your branches, and despite our efforts to resolve the matter through the usual channels, we have received very little assistance and no meaningful resolution.The situation has now been ongoing for some time and has caused a great deal of frustration and disappointment. We purchased the vehicle in good faith and simply want a fair outcome.Before providing the full details, I wanted to ask whether you would be prepared to review the matter personally or arrange for someone appropriate within your organisation to investigate it properly.If you are willing to assist, I would be grateful for the opportunity to provide a summary of the issues, together with the history of our attempts to have them resolved.I look forward to hearing from you.Kind regards,Mr S. Ripley

Reg number Lj26zxw I have had 2 mk 2 tiguans before this and had no problems with them at all this mk 3 Is not anywhere as good as they were very disappointing hope vw uk get to see thisSent from my iPhone