Dear SirsHave just returned from, holiday and therefore did not complete this task, however before I do so I attach below what I propose to make and invite your comments.“Car booking process was straight forward and collection would have been equally straight forward but for the car to have a flat battery due to the "testing process" so considerable delay for my wife with what should have been a painless process.As for the maintenance carried out, it was booked in for two yellow advisories concerning the gear DSG gearbox and whilst I was informed that it would cost £180 for a diagnostic check I have since reconsidered why this was necessary as the only work carried was a software update, as the car was serviced by VW on 2 June 2025 having done 25000 miles I wonder why this update was not carried out then as part of the service / warranty.”Kind regardsE Corrigan

I emailed in enquiring about test driving a vehicle and no one got back to me.

No appealing offers compared to the last two deals I have had with yourselvesReally disappointed

ALLThis is not acceptable and I want this to be treated as a formal complaint and escalated further/higher as being let down by yourselves on the following basis:1) Complaints Department SLA was a believe I read 2 weeks - this has been exceeded by far!2) I have called and left Sean 3 messages to call me this week to which I have not had a call returned!I need to know when Sean may be available as per email trail below as I have to take further time off work to show him the damage as requested. Thankfully I didn't just turn up on Thursday being one of the days I called Sean as I have established he had a day off!!I want to get this resolved as soon as possible and will not accept how busy you are as an excuse to kick this down the road. Is it a ploy to hope it will go away?This is not the behaviour I expect to see from a company with a £4bn turnover! I will not accept a car that has been handed over in such a poor condition well below Retail and low on the Trade price offering due to the work it requires.Next actions I am currently contemplating are taking this to social media, sending this email trail to one of your board directors, sharing this information with PRA/FCA in particular referencing the promotion and sale of an insurance product (minor damage repair) to be claimed against pre-existing damage, getting the work done myself and passing the invoice onto Lookers as a few of suggestions..........I expect to hear back with immediate effect so we can get this matter resolved as a matter of urgency. For the avoidance of doubt my telephone number is 07707 022723.Kind RegardsTonyOn Tue, 4 Nov 2025 at 19:16, T Stephenswrote:Hi SeanThanks for letting me know.So I can pre-plan are you there Monday to Friday or take a day off in the week to cover a weekend work day? If so is it the same weekday and which?Possibly looking at next week now due to meeting commitments this week but let me know so I can juggle work commitments, school and college journeys.RegardsTonyOn Tue, 4 Nov 2025, 14:27 Sean Grant,wrote:Good afternoon Mr Stephens,Unfortunately I don’t have a work mobile, only my personal one. If you call the showroom on 01483230500. Any calls will be directed to me.RegardsSean GrantGeneral Sales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500lookers.co.uk/volkswagenFrom: T StephensSent: 29 October 2025 12:54To: Sean Grant; Vehicle ComplaintsSubject: Re: Car Buying Issue - NL70 PJOExternal Sender: Confirm legitimacy before acting.Hi SeanThanks for taking time to get back to me. The industry sector I work in also has peak periods of increased workload due to new regs in March and September so understand!Can you please let me know your Ddi or Mobile number and if you are off a particular day in the week so I can call you direct when I am able to come in?Will try for next week but will be workload/travelling dependent so it will be last minute.Thanks in advanceKind RegardsTonyOn Tue, 21 Oct 2025, 21:16 Sean Grant,wrote:Good evening Mr Stephens.My apologies, I've had a little time away from the office this month. It was very much needed after September. Are you able to either send me photos of the issue areas or bring the car in for me to have a look at?Kind regardsSean GrantGeneral Sales ManagerLookers Volkswagen GuildfordMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230 500www.lookers.co.uk/volkswagen________________________________________From: T StephensSent: Friday, October 10, 2025 9:51 amTo: Sean GrantSubject: Re: Car Buying Issue - NL70 PJOExternal Sender: Confirm legitimacy before acting.Hi SeanJust confirming you received the mail below as I have not heard from you this week?Please confirm.Thanks in advanceKind RegardsTonyOn Sun, 5 Oct 2025, 18:57 T Stephens,wrote:SeanThe service department as far as I am aware wouldn't have my number as we haven't needed a service to date.My number has been used by Serge and Romy during this process numerous times so not sure why is is not on your files/records?I am working from home all day tomorrow and the number is 07707 022723.Hopefully speak thenKind RegardsTonyOn Fri, 3 Oct 2025, 17:35 Sean Grant,wrote:Good afternoon Mr Stephens,I only hold the below on you. I don’t have access to any information the service department hold. Can you please confirm your phone number?ThanksSean GrantGeneral Sales ManagerGuildford VolkswagenMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230500www.lookers.co.uk/volkswagenFrom: T StephensSent: 02 October 2025 18:28To: Sean GrantSubject: Re: Car Buying Issue - NL70 PJOExternal Sender: Confirm legitimacy before acting.Hi SeanCan you please ensure you call me on mobile number ending 723 that you hold on file not my wife's number?Kind RegardsTonyOn Wed, 1 Oct 2025, 19:51 Sean Grant,wrote:Good evening Mr Stephens,Please accept my apologies for your experience up until now, this is not what I want to hear about anyone in my sales team. This seems entirely unacceptable.I am away from the business tomorrow but I will call you on Friday. Is that ok?Kind regardsSent from Outlook for iOSSean GrantGeneral Sales ManagerGuildford VolkswagenMoorfield Road, Slyfield Industrial Estate | Guildford | GU1 1SDT: 01483 230500www.lookers.co.uk/volkswagen________________________________________From: T StephensSent: Wednesday, October 1, 2025 6:06 pmTo: Vehicle ComplaintsCc: Romy Gumayagay; Sean GrantSubject: Car Buying Issue - NL70 PJOExternal Sender: Confirm legitimacy before acting.Dear Lookers Complaints DepartmentFollowing on from a recent customer experience buying a used car from your organisation I feel that I have no option other than to make a formal notification of my total dissatisfaction.We visited your VW premises in Guildford on 8th August with a sole purpose of looking to buy a smaller car than the family cross over we owned having no further use of a car that size as the family are much older and my daughter will also be taking driving lessons soon so the replacement car we chose was for dual purpose.Prior to visiting and choosing which manufacturer we were going to chose we had test driven several vehicles before we opted to buy a small VW car that would be perfect for my wife to drive whilst our daughter could benefit from learning to drive a smaller car which would then upon passing her test lead us to needing a further car in the not too distant future as this purchase would be passed onto my daughter and my wife needing another car with a view of buying a further VW be it larger and maybe electric as using one supplier simplifies after sales requirements.I will bullet point the experience for speed and have CC'd the sales manager who whilst was helpful at the time can expand upon and confirm what I feel was a painful, time consuming process together being left with a car that has damage to 25-30% of the panels detrimentally affecting the worth of the car, which had we not been under duress having already sold our previous car to take the VW would have had second thoughts about taking it.• Attended your Guildford depot 8th August which after some thought agreed to buy a used VW Polo later that evening which took until 23rd August before we were able to finally collect it.• This was located at another depot of Lookers and we were advised this would delay being able to pick up the car as would take a few days to get it delivered to the Guildford depot.• At the time with the sales person it was noticed whilst looking at the car online the alloy wheels had some visible damage - it was suggested we could use the promoted Minor Damage Cover to get repaired (not sure ethical?) even though we had not agreed to buy the car or the cover at that time! The damage was put right by yourselves and paid for by the supplying depot via we assume a cross charge process which we are thankful?• Whilst with the sales person we took a similar car for a test drive (as my wife had not test driven a polo at the time) and we had our current car valued as and priced within the deal to purchase the one we had identified as a possible purchase.• A quote was produced including a finance quote which we also benefitted from a £250 deposit contribution as it was an offer you were running at the time.• Having questioned the P/X value you gave (as received more via other P/X values offered during the car chosing process) the sales person did suggest going to we buy any car as we would get more. We did in fact get over 15% more from another car buying source - not we buy any car.• After regular chasing due to very limited communication from your company the car had arrived at Guildford. I took the opportunity on the way back from a business meeting to drop in and have a look at the car we had ordered. It was then I was advised the alloys would be repaired by yourslves and I assumed all other PDI work would be carried out as I would expect from a franchised dealership.• We were advised a hand over of 20th August could be achieved. At the time I advised you that we are not including our current car as a P/X as originally arranged and I would transfer funds to you to make up the difference.• We let our car go on 19th August only to find that 20th collection of the new car was not going to happen following lack of communication. This then lead to a period of being carless with a family to entertain during the summer holidays and work runs/having to take time off work to manage.• We were offered a full tank of petrol to appease albeit I had already paid £25 towards that.• Eventually a finance document was prepared following further issues as unknown to me the minimum balance to finance for the deal was £7k and I had overpaid by circa £300 after sending you the money to replace the P/X value. The over payment I was advised would be paid back to my Barclays account I sent it from for money laundering reasons which I understand. This was chased several times to no avail as never arrived to find out about 3 weeks later it was sent to my credit card when my monthly statement arrived• I signed the document online (not and easy process!) to later find due to an admin error on your part the car should not have benefitted from the deposit contribution and was not possible for VW Finance to process the deal, pay you and for us to collect the car and it needed to be re-documented and sign, not great as I was driving most of the working day in an area with limited IT connection and delayed collection of the vehicle further. We were offered a 2nd tank of fuel for this error.• Thankfully I was able to make it back home earlier enough to sign the 2nd document to enable us to be able to collect the car on Saturday 23rd August.• Due to the issues we were looked after by one of your sales managers Romy and a senior sales executive Ollie for the handover.• Having signed take over paperwork before seeing the car we were collecting (assuming PDI had taken place as you are a "trusted" Franchised dealer) when we finally saw the car this was when the body damage was noted and Ollie was advised of most of what apparent at the time and we were advised this would be taken care of. I remind you we were under duress now to take the car as we had already let our car go following the original collection of the new car being agreed.• Upon arriving home we noted much more damage and arranged to see Romy as soon as possible to ensure that it would be agreed we did not damage the car. He agreed to carry out the work having stated he had allegedly personally looked over the car prior to us collecting it - so unsure how all the damage was missed. I did ask if he could cross charge the supplying depot but he said it was too late.• There seems to be some confusion between what body work would be carried out as only the bonnet, front bumper and near side sill had been apparently been accounted for - we are still left with a lot of damage devaluing the car substantially.• It was alluded to that we may have caused the damage to one of the areas I pointed out however I do have a picture taken a day or two later time stamped of the damage in that area after the car had barely been anywhere after collection.• Upon dropping the car back to our home address Romy advised me that he would not carry out any further body work as the car was has now lost money for the depot and that I would need to pay for it to be repaired. It was also suggested that as the car had 40k miles and was nearing 5 years old I should expect that amount of damage. I pointed out my car has over 50k miles without any damage and was told it is a different manufacturer! Our part ex also had more mileage and was near 10 years old with only 1 small scratch. Does this suggest VW bodywork is poor quality?• We tend to buy cars with higher mileage as my wife will, going forward only be driving 3500 miles per annum so after a couple of years will balance the higher up front mileage out. I do not expect my daughter in her early years of driving will be adding much mileage either.• We do not need to be advised of your issues with clerical errors and how it needs to be funded by yourself or whether or not you have made money/profit on the sale of the car which I find hard to believe as I am aware of how trade retail pricing works (maybe the depot didn't make a profit but I am sure the Lookers group did).In summary we are not happy with the process or the damage we collected the car with, as mentioned under duress, and just ask that this be rectified as having sold our previous car I am fully aware how any blemish affects the value of a car. The repairs I would expect to take place at our home address or my wife's work address as I have spent too much time on a simple car buying process and do not want to take anymore time off work or out of my day.I look forward to hearing back from you in due course.Kind Regards

I wish to raise a formal complaint regarding the way my daughter has been treated in relation to her vehicle recall.Following a letter she received about an airbag recall, she telephoned your team and was advised she could book the work in for the following Tuesday. She dropped the car off at 8am and was told that if the fault was present, the vehicle might need to be kept overnight for parts to arrive, but that the work would then be carried out first thing the next morning. She agreed to this on the clear understanding that she would need the car back by 11am on Wednesday. She was also asked whether she would like the car washed and valeted, which she accepted.During the morning on Tuesday she received a health check video, with quotes for additional work, and was informed she could have these items repaired while the vehicle was in. She declined the additional work. It does feel as though, because she declined this potential extra spend, the level of service she then received deteriorated.By the afternoon she had still not received any update regarding the airbag work, so she contacted you. She was then informed that the fault had been confirmed, but that the work would not necessarily be completed first thing on Wednesday and that there was no indication of when the car would be ready. This completely contradicted the information she had been given when dropping the vehicle off and after confirming the arrangements. She was also advised that no courtesy car was available, leaving her in a very difficult position.On Wednesday she had to travel using public transport at additional personal cost. She then had to chase for updates again, as nobody contacted her proactively. The work was not completed until late Wednesday, which meant the car had to be kept for a second night as she was unable to collect it due to university commitments and transport limitations.On Thursday morning I had to take time away from work to drive her to collect the vehicle. When she arrived, she was told that the wash and valet she had been offered had not been carried out due to lack of time. This should never have been offered if it could not be delivered.My daughter is a newly qualified 18-year-old driver, and I cannot help but feel that this may have been taken advantage of. She appears to have been treated as a low priority, and several assurances given to her were simply not honoured. The level of service she received falls well below what we would reasonably expect.I look forward to your response and to understanding what steps will be taken to address this matter.

We purchased a VW polo in October 2024 together with a service plan to assuming we needed this to ensure the two year warranty on the car. We were never informed at all that there was two tariffs for the service plan. When I called to book the service in October 2025, the call handler said it needed a major service for our mileage 20,000 and booked us in. On the day we received a call from the Guildford garage to say because of the service plan we were on, we only qualified for a minor service. We were totally misinformed when we purchased the car by Cameron and appalled we were not covered.When it came to the actual service, again VW are false in what they say. We have a 2 year used warranty on the car, but because of the wording they use at the service we were not covered. There was an issue with the front track rods and they used the word “perished”, however I was advised by the technician that if they used the word “broken” we would have been covered under the warranty. The car is 4 years old and the mileage is only 20,000. Surely this is an issue at the manufacture in using defected rubber parts. We have had a Golf and never had such issues, needless to say we will never ever recommend VW Guildford.

Miss E PateyCoombe PinesLower Wokingham RoadCrowthorne RG45 6DA10th November 2025For the attention of Sean GrantLookers Volkswagen (Guildford)Moorfield RoadGuildford GU1 1SDNOTICE OF REJECTIONunder the Consumer Rights Act 2015Regarding Vehicle GF24 MZLPurchased on 31.10.25.Vehicle Price £21,254.00Faults began on the day of purchase 31.10.25 and continued over that weekend.We returned the car on 3.11.25 for your inspection regarding keys not being recognized,cutting out, refusal to start, numerous flashing warning lights and the main information screengoing blank. These are serious electrical issues which made the car not of satisfactory quality and not fit for purpose. You proceeded to blanket reprogram the car (without my express consent) and delivered it back to my home address.THE CAR STILL HAS MULTIPLE ELECTRICAL FAULTSI have had the car independently checked following advice from citizens advice / trading standards to confirm these faultsI verbally advised that I was rejecting the car when we spoke on 5.11.25. & you asked that I put this in writing, this is that document.The vehicle has been rejected within 6 days of purchase, and well within the required30 day period of the act, & I am therefore entitled to a full refund.I am exercising my short term right to reject this vehicle and expect a full refund of £21,254.00 within 7 days. If I do not receive a satisfactory response, I will escalate this matter to Trading Standards I have reference numbers for this case & The Motor Ombudsman with whom I have already had discussions & have confirmed they are happy to handle this disputePlease confirm receipt of this e mail I look forward to hearing your response within 24 hoursElizabeth PateyCopy of document forCitizens Advice / Trading StandardsMotor Ombudsman

Booked my car in to Guildford after specifically confirming they could deal with HV batteries and hybrid issues. Paid for the car to be collected from near Wimbledon only to be told after inspection that Guildford could not deal with the HV battery and it would need to be taken to the Wimbledon branch.Delivery costs total £420.After raising this with Ryan Gwyn-Griffiths on 12/9/25 and having most of my requests ignored it needs to be escalated. I have a more detailed timeline if required.

We came in to buy a car. We had a test drive (good), but were told to look up car details for ourselves online (no answer given to questions). We went away and did that, then asked for a quote, but received absolutely nothing, with no follow up either. All in all a rubbish experience of trying to spend £40,0000, only to be met with disinterest.We have since purchased another vehicle.

Beyond the first confirmation email saying that someone would contact me, I’ve heard nothing