My car went in under warranty and VW Looker Guildford took a time to call the warranty company as the car was just bought through BMW! They did a diagnostic and said I had to the payfor it before they released the car back. This was wrong as thge warranty company covers this. When I rebooked the car in for the work, they didn't keep me up to date and wouldn't talk to BMW ! My car fault was NOT fixed when they had it for a day and I had to leave it overnight again as they failed to spot a wiring problem! I cannot recommend this dealership they have a rude forthright customer service. I had to report a member of their staff to the service manager. Slowly it got fixed ... Sarah was a good egg, went out of her way to help me (thank goodness).. They charge £180.00 for 1 hour diagnostic!!!by Mrs HardingUpdate: 29/9/25 The saga continues as this morning I had to drop the car back into service dept as the radio they said they fixed was NOT fixed and despite a £255 software update, the problem remain! Ryan in the service (who I had to report to Kieran) dept on Saturday told me that I could always take the car back to BMW !!! Very surprised by that comment!! How Unprofessional ! I went to drop the car off Sunday evening , it seems he forgot to mention that they put up the parking security bars so I could not access the forecourt. Had to re-visit there 7:20 this morning! Once again they could not give me a car hire for 6-8 weeks as the dealership had sold all the hire cars they said! ALL very disappointing once again..68

1 star2 stars3 stars4 stars5 stars1.0 /5Sep 26, 2025Incompetent service staff who don't pass messages on /// Avoid???My car went in under warranty and VW Looker Guildford took a time to call the warranty company as the car was just bought through BMW! They did a diagnostic and said I had to the pay for it before they released the car back. This was wrong as the warranty company covers this. When I rebooked the car in for the work, they didn't keep me up to date and wouldn't talk to BMW ! My car fault was NOT fixed when they had it for a day and I had to leave it overnight again as they failed to spot a wiring problem! I cannot recommend this dealership they have a rude forthright customer service. I had to report a member of their staff to the service manager. Slowly it got fixed ... Sarah was a good egg, went out of her way to help me (thank goodness).. They charge £180.00 for 1 hour diagnostic!!! Update: 29/9/25 The saga continues as this morning I had to drop the car back into service dept as the radio they said they fixed was NOT fixed and despite a £255 software update, the problems remain. Ryan in the service dept on Saturday told me that I could always take it back to BMW !!! Very surprised by that comment!! Went to drop the car off Sunday evening , it seems he forgot to mention that they put up the parking security bars so I could not access the forecourt. Had to re-visit there 7:20 this morning! Once again could not give me a car hire for 6-8 weeks as the dealership had sold all the hire cars they said! ALL very disappointing once again..

From Trustpilot.Incompetent service staff who don't pass messages on /// Avoid???My car went in under warranty and VW Looker Guildford took a time to call the warranty company as the car was just bought through BMW! They did a diagnostic and said I had to the pay for it before they released the car back. This was wrong as the warranty company covers this. When I rebooked the car in for the work, they didn't keep me up to date and wouldn't talk to BMW ! My car fault was NOT fixed when they had it for a day and I had to leave it overnight again as they failed to spot a wiring problem! I cannot recommend this dealership they have a rude forthright customer service. I had to report a member of their staff to the service manager. Slowly it got fixed ... Sarah was a good egg, went out of her way to help me (thank goodness).. They charge £180.00 for 1 hour diagnostic!!!by Mrs Hardingadvisor spoken to customer, customer was told she will get a refund which she is still waiting for, customer paid on the 20th Sept for Diagnostic , Also has been upset by Ryan and also another gentleman. has also spoke to Kieran. Vehicle now back with branch for the 4th time. Customer is saying the stress has made her ill.

This is in relation to work completed from 16/09/2025 - 20/09/2025I hope this message finds you well.I wanted to bring to your attention a few concerns regarding the recent service I received at the garage.I had to take my car in for repairs due to a large amount of water ingress into the drivers side footwells and I was informed that the issue was originally due to a faulty door seal however this was not the case and in fact was due to an improperly connected air conditioning pipe during the manufacturing process of my car that is less than a year old.Unfortunately, I was dissatisfied with the overall service. Although I was initially told the repair would take two to three days, the vehicle remained in the garage for four days following a diagnostic check. They didn’t notify me that the car was ready until the evening of the fourth day, and when they did, they provided a very short window for me to collect it that same day. I requested an update every day due to the fact I had to relinquish the car at short notice and needed it back as soon as possible.Communication throughout the process was minimal, and I had to follow up repeatedly for updates.Additionally, I enquired about a courtesy car due to the inconvenience of being without a vehicle, but was informed that the earliest availability would be November 3rd. Given the car had large puddles in the footwells through no fault of my own, I felt that waiting further could potentially cause more damage to the car and to have to wait over a month for a courtesy car was quite frankly ridiculous.Upon returning the vehicle, I also noticed that the wet mats were left in the boot, and a Rituals Car Freshener that was in the car when I left it appears to be missing.Understandably, I am frustrated by the experience, especially considering the car is only 10 months old and this issue appears to be due to no fault of my own. I would appreciate your guidance on how best to proceed. Specifically, I would like to know if there is any possibility of claiming compensation for the inconvenience given I pay a substantial amount of money each month for the vehicle that has had this issue since manufacture and due to this was left without the car for 4 days.Thank you for your attention to this matter. I look forward to your advice.Best regards,
Fintan

My contact with Lookers, Guildford, has been very positive, both when I visited and with follow up communications with Ollie. I have shopped around and found that the electronic brochure you provided and written communication was significantly better than some. The financial deal you offered was very good. Unfortunately I bought from a different dealership, they matched the price but their proximity to my home (future services etc.) was better. However, I would recommend Lookers to others.

Request to test drive the ID3 was handled quickly. We liked the car.

Great service from Cameron… unfortunately it didn’t lead to a purchase but he was very helpful and responsive throughout. If we had decided that a VW was our preferred car I would have had no hesitation in purchasing from Lookers based on Cameron’s service.

Megan Bridger was very helpful.

We called in to look at EVs. Megan looked after us and we had a test drive in an ID5. She was very helpful and knowledgeable, a credit to the company.

Nice showroom, salesman was spot on, shame the car was not quite right for us