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

PLEASE SEE ATTACHMENT FOR THE COMPLAINT

I called and spoke to a member of your sales team twice and gave all my details for him to send details about the car and book a test drive but he never got back to me.

The staff are so helpful, polite and attentive. Craig went over and above when we came for a test drive of ID3.

Quick to respond on email initially but then slower on subsequent email queries.