Customer has tried to call a few times as she requires her policy number for the minor protection which was taken out when vehilce was purchased. Pease call and supply the policy information customer requires this in the next 48 hours .

TICKET 84023447. I wrote to you on 13th Nov, we were missold our service plan. You replied on 16th Nov and advised us to give it 14 days. I wrote to you again on 1st Dec and still nothing from you. Regarding the red warning on my service plan where you wanted to charge £500, I took further advice regarding the track rod ends. They have been changed and it is obvious that they were Not perished or cracked, the mechanic gave the track rods back to us to show us. VW wanted to carry out work that was not necessary. This is very worrying and I am seeking advice.

Communication and the helpCameron offered was greatly received. He really did try to help as much as he could

I am writing to raise a formal complaint regarding a used vehicle I purchased from Lookers Volkswagen Guildford.After owning the vehicle for several months, I discovered a Europcar sticker hidden on the underside of the boot floor. This raised concerns that the vehicle may have been a rental car prior to my purchase - information that would have materially affected my decision to buy it.I asked the dealership to confirm the vehicle’s prior use. I received a response from Sean Grant, General Sales Manager, stating that Lookers purchases vehicles from VW Financial Services (VWFS) via a portal and that prior use information is not provided, just that the prior owner was VWFS. He advised on 11/11/25 that he would attempt to make some calls but has not responded further. I have attached the full email trail below for reference, including the photo of the Europcar sticker. I have not received a response, or out-of-office reply, to my last email on 1/12/25.As Europcar is now part of VWFS, there is a realistic possibility that a Europcar rental vehicle would be registered under VWFS. This makes it particularly important that Lookers confirms whether the vehicle was previously used for rental purposes.Under the Consumer Protection from Unfair Trading Regulations 2008, traders must not omit material information that the average consumer needs in order to make an informed purchasing decision. Prior rental history is widely recognised in the motor trade as material to valuation and purchase decisions.I believe clarifying the prior use of the vehicle is a reasonable request, and the dealership should be able to obtain this information from VWFS.I am therefore requesting the following:1. Full disclosure of the vehicle’s prior use (including whether it was a Europcar rental or fleet vehicle).2. A formal response from Lookers explaining why this information was not checked or disclosed at the point of sale.3. If the vehicle was used for rental purposes, confirmation of what remedies Lookers will offer, given that this would have influenced my purchasing decision, and prior rental use would affect the vehicle’s resale value.Please acknowledge this complaint and confirm when I can expect a substantive response.I look forward to your prompt reply.

Very disappointed with the service at Lookers VW Guildford. So much so I don't think I will go back and will even move away from VW when I change my car (after owning 4 VWs in my life and using Lookers for the last 13 years). My wife has been similarly dedicated to VWs but she moved away from using Lookers VW a few years ago after similar poor experience. I took the car in (1/12/25) for a buzzing noise in the door lock to be investigated. On the day it did not make the noise and the garage said they could not investigate further, despite me wanting it to be stripped and serviced/inspected, as a security/safety item (the integrity of the child lock was part of the concern). I was disappointed to have made a wasted trip and not had the integrity checked but at pick up I was amazed that I was charged £180 for diagnostics when they had really just pressed the key fob, and actually refused to strip down. I also had asked for the tyres to be changed after an amber warning on tyre depth a few months ago at the same Lookers, but when they went to change them they said that the depth was actually much better than previously advised, so I felt like I had been poorly advised on that too. Lastly, the garage had no good system to agree car condition at drop off (e.g. agreement of damage/scratches) and this means the customer takes all the risk of damage when the car is in the hands of the garage. They used to agree condition on a form which I thought was a fair system. The 2 staff that I dealt with that day were, in my view, unpleasant, unwilling to listen to customer concerns, offered poor customer care, and the whole experience has left me upset and disappointed. I regret the effort of choosing Lookers, and due to the inability of staff/manager to reasonably listen, I think it would be illogical for me to return and hope for better experience.

Your team member Cameron was very helpful and pleasant, and showed me a VWT-roc which I test drove.He followed up my visit in a helpful way.

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