HelloKK24 LKUMy id3 has has been with you for months now and still no feedback or status for its repair or return ?This really is quite astonishing .I would welcome a status , update or at least a responseThanksChris EnochSent from Outlook for iOS________________________________________From: Enoch, ChrisSent: Tuesday, August 19, 2025 10:44:33 AMTo: Guildford-VW-Enquiries@lookers.co.ukSubject: Fw: KK24 LKUSent from Outlook for iOS________________________________________From: Enoch, ChrisSent: Tuesday, August 19, 2025 10:43 amTo: Lookers Volkswagen Guildford - Steven SmithSubject: KK24 LKUHelloI recently procured the service and MOT plan (for next 4 years ) , for my ID3, but can't locate any confirmation via email etc ? I thought it would also be referenced in my VW app?Thanks!RegardsChris Enoch

I did not feel that the customer service that I received from VW Lookers in Guildford this week was acceptable or up to the standard that I have received in the past . My car broke down on Sunday (a 2024 plate Tiguan still under warranty) as the auxiliary belt snapped in half. Due to the nature of the fault, my car had to be towed by a specialist truck which could not arrive until Monday morning, leaving me completely stranded for the whole of Sunday. The car was inspected on Monday and on Tuesday I received a text message asking for a payment of almost £800 for the work. It then took 3 phone calls and a 20 mins wait on the phone on Tuesday afternoon to speak to someone to understand why I had received this message, when the fault should have been covered by the warranty. When I went to pick my car up this morning I was offered no explanation as to why a fault of this nature could happen on an almost brand new car and whether there was a chance it could happen again. I have now been left feeling concerned that something else could go wrong. In addition to this, my car was returned to me un-valeted, something that I would expect as an absolute minimum recompense for the inconvenience of a manufacturing fault occurring on a car that is only a year and a half old, and which left me with no means of transport for 4 days and having to call on family and friends for lifts to get to and from work. I simply do not feel that the way this matter was dealt with from the moment my car was dropped to the moment I picked it up this morning was acceptable, particularly when I have been offered more extensive apologies for more minor things that I have happened since purchasing my car a year or so ago.

I had an appointment with James Hart this morning (18/03/26) at 11am to view two used VW T-Roc's. James had contacted me a couple of days ago to say he may be five minutes late due to internal training but feel free to look around the car.James did not appear until 11.20am and with regards to looking round the vehicle, the two issues were, the vehicles were nowhere to be seen and both were locked.From the moment James greeted my partner and me we felt like an inconvenience to him through his general mood and demeanour, both of which I will describe as sour. James did not have the vehicle keys ready and when he sloped off to retrieve them he found someone else to speak to for several minutes leaving us yet again waiting for him to grace us with his presence. This happened again after the test drive when James left us to seek a price for the trade in vehicle we had with us. Perhaps James is unaware that we could see him talking to other people instead of doing what he said he would. I guess we just were important enough to him.Neither vehicle I had expressed interest in viewing was in a suitable state to be viewed, both were covered in dust and one in particular was so dusty it was impossible to see if there were any imperfections. One of the vehicles had a defective boot latch meaning it couldn't be opened.We were able to test drive one of the vehicles but it was buried behind a host of other vehicles meaning we had to yet again wait whilst James sorted this out. James did not offer for me to test drive the vehicle, this seemed to be too big an inconvenience to him.My final complaint is the misleading advertising of both vehicles. I had found the vehicles through AutoTrader with the road tax stating £195 per annum. This is in fact incorrect as we learnt from James. I said to James part of the reason for looking at the T-Roc was the road tax meaning we had in fact made a 146 mile round trip for no reason. James blamed AutoTrader for this error which I find incorrect. The company selling are responsible for ensuring the sales details are correct.James was also unaware of the price of either vehicle telling me that both had been reduced in price. This was in fact incorrect and the price he gave was the price on AutoTrader.Overall it was the most unprofessional and unpleasant experiences trying a buy a VW from your sales team. It seemed quite clear that James was uninterested in selling me a car even to the extent he suggested I sell my own car privately because for your garage to do so would mean you would have to make sure it was ready for auction and then take it to auction and all this costs money. Funnily enough, buying a new car costs money too. He then suggest we could drive up in another vehicle to collect a new one. I did explain to James that my partner has suffered a number of stokes and has cancer making a 146 mile round trip impossible for her.James' default turn of phrase throughout our encounter was there was no pressure. He was absolutely right, there was no pressure from my point of view, I am the customer and it is my choice if I chose to buy a car or not.I think I am so disappointed by today's experience because I had such exceptional service when I bought my Audi from your Audi counterpart across the road last year. Harry Wood was the sales executive on that occasion and he was faultless. He had contacted me prior to my visit and when I arrived he had the Audi made ready, it was spotless and parked in a sunny spot at the front of the sales room. He had probably achieved a sale at that point. Everything was in place for a test drive and he could not have been more helpful or attentive. I would suggest he was the absolute opposite to James in every way and in every way he was a better sales executive and ambassador for Lookers.Overall I found the experience in your showroom this morning underwhelming and so poor I will never return to Lookers to purchase a vehicle. The impression James gave was that selling vehicles is not high on Lookers agenda, which is fine, he failed to make a sale today but worse than that his attitude was poor and I will not recommend Lookers to family, friends or acquaintances in the future.I had every intention of buying a vehicle this morning and whilst I used the road tax cost as a reason not to, this was in fact not true. I didn't buy the vehicle because of James.

I had to wait 25 mins for my appointment as the sales advisor had to cover someone off sick which pushed my appointment back with no advance notice.The appointment was then interrupted by the sales advisor having to sort test drives for the absent colleague.Given the amount of cover needed it would have been better to call me in advance to warn me of delays or cancel the appointments for the other advisor who was off as it was so disruptiveI asked to receive the proposal we discussed on email but it has not arrived even though the appt was 6 days ago.

Cameron was friendly, knowledgeable and efficient.Receptionists ask extremely friendly and attentive offering drinks.

Hi,Please can you log the below if not already logged and assign to the relevant dealership.Thanks,Jenny StegglesComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043lookers.co.ukFrom: Lorraine LockingtonSent: 16 March 2026 10:00To: Jenny StegglesSubject: FW: Complaint: Steve RipleyFYI – JennyThanksLorraine LockingtonExecutive AssistantHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043 M: 07966568715lookers.co.ukFrom: Steve RipleySent: 15 March 2026 16:13To: Alex SmithSubject:External Sender: Confirm legitimacy before acting.Dear AlexI hope you do not mind me writing to you directly, but I feel I have reached a point where I am unsure where else to turn for help.My wife and I purchased a Volkswagen Tiguan, registration LF74 FDN, approximately a year ago through Lookers in Guildford. Unfortunately, since owning the vehicle we have experienced a number of ongoing issues which have caused us considerable concern.The car has been returned to the dealership on two separate occasions so that these problems could be investigated. Each time the vehicle has been returned to us with assurances that nothing is wrong, however the issues we originally reported still seem to persist. As a result, we have sadly lost confidence in the vehicle, and my wife in particular now feels very uneasy driving it.We have attempted to raise our concerns with the dealership, but so far we have not been able to reach a satisfactory resolution. The matter has been passed between the dealership management and the after-sales team, but we still feel our concerns have not been fully addressed.I want to emphasise that we are not looking to pursue any legal action. We simply hoped that by writing to you we might be able to ask for your assistance in helping us reach a fair and reassuring resolution. We chose Volkswagen because of its reputation for quality and reliability, and we would very much like to regain our confidence in both the vehicle and the brand.If it would be possible for someone from your customer relations team to review our case and help guide us towards a solution, we would be extremely grateful.Thank you very much for taking the time to read this letter. I appreciate that you must receive many requests, but any assistance or direction you could provide would mean a great deal to us.Kind regardsS Ripleysteveripley39@yahoo.com07843140398

The complete inability of your Sales Team to provide any sort of service before, during and after purchasing my car is astonishing. For further details, see your Head of Business, GSM and Salesperson. There is an email trail they have, which I hope will help you understand my frustration.

Following an MOT at the garage, I asked about how to obtain a valuation, with a view to changing my iD3 to a new model over the next 6-12 months. The service team recommended to use the online valuation on the Lookers website which i did. I received a call later that day when I had to provide all of the car information again, and the man said someone would respond with a valuation very shortly. 24 hours later someone called from the sales team, saying they couldnt give any valuation without seeing the car, and would i like to test drive a new car. No one listened to me!

Despite committing to call me back, no one did

Friendly.