No contact from dealership

purchased May 2025. Originally cust not happy driving the vehicle on set for auto drive and the brakes slap on. This was brought to the attention of the dealership and they were told they would just have to put up with it. Brakes slam on when motorway driving. Wing mirror wouldnt heat up they advised this has been fixed. The car is not charging upto 70% unless she uses other sites. Charging to 50 - 55% apparently thats normal. Contact VW and they advised it needs to go back to get looked at. Cust would go to court to get this sorted out. Cust put a poor review as he is not getting anywhere with this, he would like this sorted and wished they never purchased the vehicle. Not fit for purpose.

Name: Miss Caley RedmanAddress:2 new wisley houseGarfield RoadAddlestoneSurreyKT15 2GEMobile: 07802891505Email: caleyredman28@yahoo.comCAR PURCHASED: KIA CEED GT LINEREG NO: RF71 MXX (BLUE)DATE PURCHASED: 5/4/2025To whom it may concern:I am writing to you to bring your attention to the fact I am not satisfied with the after care sale service atVW Lookers Guildford.I purchased a Kia ceed on 5/4/25 and during the purchase I was informed by Craig Bishop that this vehicle had a full service history and a warranty still valid through Kia ,due to their 7year warranty.Craig had told me to simply take my car to Kia next year in 2026 when it will be next due a service and they will sort it all out for me.As my service was due in February ,I contacted Kia to arrange this and they brought it to my attention that there is no service history visible to them and without it the warranty would be void.Kia advised me to contact VW for this service history as they said it should have been provided to me at the sale of vehicle. They also advised me to check the service book which again showed no history in it either.I have failed to find any evidence of a service being performed on the car when I looked online myself and have called VW for assistance with this without a response many times until eventually the receptionist answered and advised me to email my concern.(I also explained to her the matter was urgent and I just needed someone to let me know asap)I decided to email VW as advised and sent this the same day as calling them on 20th January 2026)I did not hear back that day- nor did I the next.I have had to re call VW on 22/1/26 to try and seek the information again. After a 10 minute wait and no answer I tried again.The receptionist said she will direct me to services and finally I spoke to Ryan.Ryan said he was updated on the matter via the receptionist and he had already sent a email to the entire sales team including both sale managers asking for them to contact me and asking why they did not pass the service records onto me at the point of sale.Ryan also stated he has attached a PDF of the service works carried out on the vehicle during the used car prep before I purchased the vehicle and that this shows a full major service was carried out among other work. (I did not have this paperwork either provided to me at the sale of vehicle and again no service history provide by VW for the work they carried out and no stamp in the service book either!!!)I am still awaiting a call from the sales team and managers to inform me why there was a lack of service history provided to me and why I did not receive them?This has caused me extreme stress and anxiety and uncertainty with where I stand with my mis sold service history and warranty and this is mentioned and covered in the consumers act 2015 if it has been mis sold to me. I have lost time on numerous occasions to call and chase the information only be left on hold or write emails with no responses.I am aware that with no service history or warranty on a vehicle sold then it can seriously devalue the car by up to 40%.I am very disappointed in the lack of after sale care and the lack of interest regarding the matter.I expected a quality service from a reputable dealership and had hoped it would be stress free, however I’m left feeling deflated and totally uncertain now with the inefficient staff performance.I request to address this above issue with a matter of immediate attention.If the above is not resolved then I shall be seeking compensations for delays and lack of information.RegardsC.REDMAN

My experience with the sales team

No contact from the dealership only the call centre

My car has been put in to be serviced 3x since October last year. The first time vw had the vehicle for the whole day and no work had been done then it had been booked it for 2 separate appointment after this and vw had not prepared a courtesy car for me both times so I had to take the vechicle back.I had an appointment today for a service and mot vw had provided me with a manual courtesy car which I am not licensed to drive this has affected my time and my work. I had no communication before my appointment. I had to ring up services to confirm my appointment and ask if there was a courtesy car available as I had been up twice and there was no car available for me. I wasn’t happy with the service that I received at the main desk. I was made to feel like it was my problem. This is not good enough.

Helpful staff but unfortunately you didn’t have the car for my needs.Another local VW dealer had a better selection.

BG22 FFT broke down on 24/12/2025all lights came on dashboard and vehicle stopped and would not restart, being Christmas i had it recovered to my home, on 30/12 we found a garage that would diagnose the issue, he diagnosed it needed a DC Converter, Battery & Alternator £3039. He was not a RAC repairer so i paid £155 diag fee, we then started to call around our are to find a RAC repairer, there are none around us in Portsmouth. 02/01/26 spoke to Guildford VW where we brought the car from spoke to Romy who sent RAC policy and he sent 2 garage contact numbers for Havant to repair we called both numbers and they only sold cars didnt repair. 5/01/2026 car was recovered to VW Guildford as agreed with Romy in sales who diagnosed but unable to carry out repairs on 08/01/2026. on 11/01/2026 Romy spoke to West London Landrover to book car in for repairs, we called RAC who recoverd on 13/01/2026. We have heard nothing from Lookers so called West London Landrover this morning 20/01/26 they told us the rejected the car as they were to busy (when it should have been booked in by Guildford). we are now trying to find where the RAC have taken it?? this has been a most upsetting experience as i have a 2 month old daughter with no car for a month and very little communication as i have been doing all the chasing. my sister also had an accident before christmas which wrote the car off , couldnt get anyone from Guildford to speak to about buying a car so she went into Snows in Portsmouth and brought a new car and collected the next day , a very different experience , please advise

I tried to arrange a test drive around Christmas and was told it would have to be the new year as the test car (Passatt PHEV) was used by a director. In the new year, the position changed and the salesman said the test drive was not possible for the same reason. If the car was never available to test drive I should have been told that before Christmas

Nas was absolutely excellent. He was friendly and super helpful and patient. We were being very indecisive but he didn‘t rush us. He also took time to explain the benefits of the cars we looked at. Since our visit we have decided to go for a different VW model but would definitely use this branch again on the basis of this positive experience. Nas is an excellent ambassador for Lookers Guildford