Prompt, courteous, knowledgable

Dear SirsRe complaint 85993066I am writing further to the complaint I submitted following the purchase of a car from your company regarding a 2 year warranty.According to your published complaints policy &:your holding email dated 11th February 2026 you acknowledged a response to my complaint within 14 days. As of today's date I have not received a substantive response and the stated time frame has now passed.I am disappointed that your company has not adhered to its own complaints policy. Thus lack of communication has added to my concerns & frustration regarding this matter.Please treat this letter as a formal request for an immediate update on the status of my complaint. I expect written confirmation within 7 days of the date of this email, along with a clear timescale for when I will receive a full response.If I do not receive a satisfactory response within this time frame, I will consider escalating the matter to the appropriate external body.I look forward to your prompt response.Yours faithfullyMatthew Andersson

Customer has been trying to get some repair prices and he feels like the staff are not been very helpful they were coming across as not very interested as the customer was putting them out and bothering the staff,

Nov purchased a vehicle. Silverlink have the vehicle as this is closer for the customer. cust is awaiting authorization from Guildford for the repair to go ahead.

Great service from PaulNice buying car thro him very polite and not pushy set our mobile phones up on car and went over everything even picked us up from station well done paul

I tried to enquire about two cars on two seperate occasions.The first time I was promised a call back but didnt get one, even when I called to chase.The next time when I did get to speak with someone in sales, he was very unhelpful, didnt want to help me on the search I was looking for.Really disappointing.

I booked a test drive in advance for an ID.3 at 12:30 on 21/02/2026 I expected things to be organised when we arrived. We were told the sales executive would be with us shortly, but after waiting more than 45 minutes with no proper update or explanation, we eventually decided to leave.The receptionist did try to get information from the sales executive who appeared to be busy with another client, but the whole situation felt very disconnected and poorly coordinated. There didn’t seem to be any clear communication or ownership of the appointment.It’s frustrating to take the time to make an appointment and not have that respected. Even a simple apology or clearer communication about the delay would have made a difference. Unfortunately, this experience has put us off returning, and only to travel further to a different dealership to test drive and purchase a vehicle.

I recently took my Tiguan into lookers to have its final service and MOT as part of its service plan. I was contacted while it was in the garage and told by their mechanic that various things needed doing on my car, urgently. This included all of the brake pads, brake fluid, air con and that I had a defective battery. In total, the advised works were going to cost £2000. I was told that the work was fairly urgent and some of the jobs needed doing within the next two weeks.I took my car, for a second opinion, to an independent garage with the list of defects and asked them to check the car over. Upon collection of my car, I was told that all of the issues that were highlighted by VW, were no issue at all. My battery was tested and was fine (80%). The rear brake pads and discs were as good as new. The front brake pads and discs have another 10,000 miles. The brake fluid was clean and fresh.I wasn’t concerned about the air con.I feel that lookers was ultimately trying to con me out of £2000 and ultimately take my money fraudulently by carrying out unnecessary work.As an extra feedback, my car was not cleaned at collection even thought it had been with the garage for the full 4 hour time slot. The key drop off was a shambles with not enough staff on the service desk for the sheer volume of customers.

Excellent service from all departments.

Further to my google review, I can confirm that I feel just clearer and more timely communication is required. I felt I was left to wait, wait and wait some more without appropriate updates. Now I appreciate the site was busy but the customer service could have been a bit more on point. Whilst there I also had a puncture repair carried out which failed just days later. This was charged at £30 so it was a waste of money so I'm feeling rather disappointed indeed. Anyway I will be looking for a new garage to undertake my future services and the like, as I'm not happy with Guildford overall.