Enquired on an approved used I was interested in; the sales rep didnt seem to have the facts, or was lying.

KieranI write with regard to the long-running issue which you have been dealing with.I first raised this with you, in person, on 02 September. At that time, you immediately accepted full responsibility on behalf of Lookers, duly apologies and assured me that a full credit would be arranged. We agreed this was not entirely straightforward, as the credit would need to come from your 3rd party vehicle rental provider (Enterprise Car & Van Rental).Having had no communication with you, I again visited the dealership on 18 September. You assured me that this was in hand and was being dealt with via one of your colleagues. Asked for a resolution date, you stated ‘give me until next Friday (26 September).Again, I have had zero communication from you and we are now almost a week past your own deadline. Furthermore, a month after our first conversation. Any goodwill earned from how you managed our initial conversation has now been eroded. I have little confidence in how this is likely to be resolved and do not feel that this is being treated with any degree of urgency.I would now like to raise a formal complaint against VW Lookers Guildford. Please provide the complaint reference number for my records.I would also like you to now confirm what actions you are taking to arrange a refund and when this will be completed, as I’m sure you will appreciate the time taken thus far is unacceptable.RegardsIanDiggins

Following 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 purchased a polo gti which had a dent and scratch which I was promised would be fixed if bought the car , I’ve been emailing and phone calls with no reply !! I’m still waiting for it to be booked in , i think it’s disgusting I would not of purchased the car if I knew this was going to happen! I got the car on 02:07.25

Very happy with the service and Craig bishop delivered me a lovely vehicle. I will recommend the company in the future. Kind regards Adrian Scholes.Sent from my iPhone

Paul McShane was so clear and helpful and knowledgable,and it was onlyhis first week at Lookers Guildford.

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