I have felt very let down by the treatment I received from Lookers VW Guildford this time. Far below the expectations and the level they pride themselves on giving customers. I have felt ignored, fobbed off and a bottom priority as soon as I had left their premises once they had rattled off their assurances and promises to rectify the error they had made causing damage to my car, which were quite clearly utterly meaningless when it came to it. I had no alternative than to start a complaints process whereby I finally was able to get some action and communication to fix the damage VW had done.

cust paid a £250 deposit HK67YZD the vehicle had been sold and it should never have let him pay the deposit can you please return. 30.05.26

To whom it may concern,I am writing regarding my experience at Volkswagen Lookers Guildford on Monday 1st June, where I had booked in for a warranty investigation on one of my driving school vehicles.I have been noticing some issues with one of my newly acquired tuition vehicles, a VW Golf Life Automatic 2L Diesel, registration number YP73 XLR. Since having the vehicle, which was purchased within the Volkswagen Group, I have noticed that the vehicle makes a whistling noise when idling and occasionally experiences a loss of power when pulling away from stationary; the vehicle seems to start to crawl, then lose power, then surge and clunk into second gear.This vehicle is still under warranty until December and, from further looking into the warranty and gaining the service records, I have found that this vehicle was purchased, maintained, and serviced by Volkswagen Marshalls in Gatwick. After speaking with Marshalls, I discovered that the problem with the power loss when pulling away had been reported to them previously, without having an outcome. They offered for me to book the vehicle in with them and have this fault investigated under warranty with no charge; however, I politely declined as I have always used Lookers Guildford for both my Audi and Volkswagens.However, moving forward, I cannot say I will be returning to Volkswagen Guildford after today's experience. I was originally booked in for 8:15 am; however, I was running late and did not arrive until 8:40 am due to traffic because of an accident. I did call the garage three times to make them aware I was going to be late and did not receive an answer. When asked what the problem was with the vehicle, I explained, and it was stated that the whistling noise was not mentioned, even though I had added this to the online check-in, which I then had to do again once the advisor had updated it.Once sorted, I was asked to show the technician the whistling noise and then take him on a test drive. Unfortunately, the vehicle did not make the whistling noise while we stood with the engine running; I have a feeling that this was because the vehicle had been driven for just over an hour to get there. The test drive was also unsuccessful as this is an intermittent fault, and I was asked to drive in a loop around the industrial estate, which took roughly four minutes, and park up again. I asked the technician if he would like to take it “on a run” with hopes that he would experience the issue, as I didn't feel it was long enough as it tends to happen once a day as it's normally driven for 4.5 hours, but it was declined. He then said they would plug it in and run a diagnostic on the computer and lift the vehicle on the ramp to inspect it.Around 1 pm, I watched the vehicle being taken outside and parked up, and at 1:16 pm, I received a text with my vehicle health check video attached, stating that an advisor would be over shortly to discuss it. However, this did not happen; I was left sitting waiting until I grew impatient and decided to go and ask for an update at roughly 3:40 pm, which meant I was sat with no interaction from any staff for over six hours. To which I was then told that the vehicle was ready and they couldn't find a fault with the vehicle and if I wanted them to investigate further I would have to book and leave the vehicle with them for a few days in the future. I was then asked to pay a balance of £120 for the investigation, which I contested as I was told when I booked the vehicle in that there would be no charge and I had been sat all day without any result; however, to no avail, I was told I needed to pay the fee for the diagnostic.I'm not happy with this outcome, as I had booked the day off work, resulting in a full day's loss of work which I charge £45 an hour for, and then sat waiting and having to chase the team to find out if my vehicle was ready and then pay £120. For my Audi vehicles, I have always used the Audi Lookers garage across the road and I have never experienced this or been charged for warranty work on a vehicle; the staff are always so friendly, welcoming, and very informative, and I expected the same experience for Volkswagen, but instead was left with disappointment and left the site angry with my experience.I'm sharing this experience with you as not only am I unhappy with paying for this experience, but to save the loss of other future customers, I believe it is better to speak up to share awareness rather than to stay silent. I have recently been changing my expanding fleet from Audis over to VW Golfs, as I have always had good experiences and positive feedback from instructors and learners regarding the Golfs over the Audis, and was looking forward to setting them all up and using Volkswagen Lookers Guildford as my garage for them all as these vehicles are serviced every 6 months and have a lot of maintenance due to the industry we work in. This is a choice I will no longer be making, and I will be moving all six vehicles away from Lookers and over to Marshalls Gatwick for the foreseeable future.Kindest Regards,Brad Sawyers.

We have had an ongoing issue with the vehicle we purchased lookers said they were going to come back to us and have not received a word very disappointed and it will be the last time I ever use this garage. No one has shown any interest or trying to resolve the issue. Just keeps going on and on and on and in the meantime, we have a vehicle not fit to be on the road and paying £45,000 for a car that you can’t drive is just not fair

I saw your coleague regarding buying VW. I didnt collect the key . I paid deposite but I changed my mind and informed your coleagues and asked for my 500 pond deposite back. They simply ignore my Email

I have written to the General Manager at Guildford to request a refund for a car I bought that has serious faults.

Tiguan Elegance reg AU74 0UV. There is a rattling noise from the rear of my car, I have reported it to Nas Shah on 22 April who apparently forward the email on to Dan but I had no response. I emailed Dan Murphy directly last week on 15 May but still no response. Today I have again emailed Nas. In the hope of a result. I am extremely unhappy with the after sales services offered and am looking forward to you contacting to arrange for the car to be fixed. Alternatively I will take my complaint to your manager. Thank you.

Mr Cameron was very helpful

The requested video was never received

After being told we could visit the showroom and test drive a VW Id4, we were met with a rude sales manager who just told us it was not available. He was not interested in dealing with us. No apology.We walked out of the showroom and went straight to Lookers Audi and ended up purchasing an Audi Q4 Etron. The VW sales person lost a sale that day!!