Kept waiting a long time to speak to someone.

I recently enquired with Craig in sales about buying a new golf.He emailed over the figures and despite me emailing him back and his promise to call to go through them he never did.Really disappointed that clearly my business was not valued enough.

James was very helpful, professional and informative when I was trying to buy a second hand car. It was a very good experience.

Please find attached a signed version of the letter copied below rejecting the sale of LB71 WHZ.Ref: LB71 WHZ – rejection of saleOn 14 November 2025 I purchased, and took delivery of, the above Golf eHybrid Style from you, including 2 years warranty.While driving the car over the first few days I noticed a creak coming from the front suspension. I telephoned Craig Bishop (the Used Car Sales Executive who sold the car to me) the following week to highlight my concern. He advised me to drive the car for a few weeks as “sometimes these creaks occur when a car has been stationary for some time”. I did as suggested but the creaking only worsened. I emailed Craig again on 2 January 2026 to say that “After our last conversation about the creaking suspension on the golf and how you thought it may just be lack of use, I have driven it now across a variety of journeys and distances and the creaking is very much still there. Is it best that we arrange a time to bring it in to be looked at? Is that done through you or the service department?“. I received no response from Craig, so I called the service department at Lookers VW Guildford and booked the car in for a diagnostic test for the suspension issue on 23 January 2026.In addition to the suspension issue, since purchasing the car I also noticed that various driver alert system failure messages would appear intermittently. I mentioned this to the service agent when I took the car in for the suspension diagnostic on 23 January 2026 and they said they would look into it.On 23 January 2026, as part of the diagnostic test, I drove a service agent a short distance in the car and we both identified and agreed there was a creak from the front suspension. At the end of the diagnostic I was contacted to say that the car required a new steering wheel to cure the driver alert system faults, but that they could not proceed with the suspension issue as there was some debris around the passenger side lower rear arm bush. The dealer wanted to charge almost £200 to clear the debris to continue with a diagnostic. I felt that this charge was excessive and should not be charged given I had bought a used car from an official VW dealer with extended warranty. It was agreed that I would take the car back and clear the debris in readiness for the next visit to the service department when the steering wheel had been delivered and would be replaced.On 26 February 2026, I returned the car to Lookers VW Guildford as a replacement steering wheel had been delivered and could be fitted. When I was contacted later that day to say that the steering wheel had been replaced and the car was ready for collection, the service agent informed me that while they acknowledged the creaking suspension issue was present and that it required extensive repair and replacement work to be fixed but that the cost of the remedial work had been declined to be authorised by the Lookers Warranty department. Needless to say, I was not satisfied with this outcome.Since 26 February 2026, I have identified a further issue in that the puddle lights on both sides of the car appear to be faulty and no longer display the original pattern on the ground and appear to have water ingress. This is a known problem it appears, but while I have booked the car in for a diagnostic on 8 May I have been told that I will need to pay a diagnostic fee and this may not be refunded, depending on the issue and the decision of the Lookers Warranty department.The Consumer Rights Act 2015 requires dealers to supply goods that are fit for purpose, as described and of satisfactory quality. Given the above issues with the car in such a short space of time and Lookers VW Guildford’s refusal to fix the creaking suspension under warranty (a widely known issue with an associated technical service bulletin) I am hereby rejecting the sale of this car to me for I expect to be reimbursed the original purchase price of £17,644, being the cost of the car of £17,245 plus window tinting cost to Lookers of £300, plus warranty cost of £99.If you fail to reimburse me, I shall have no alternative but to issue a claim against you in the county court for recovery of the money without further reference to you.Yours faithfully,Simon

Dear Bishop/Lookers,I am writing to raise a formal complaint under the Consumer Rights Act 2015 regarding a vehicle purchased from Volkswagen Guildford Garage, part of the Lookers plc network.This vehicle has not been of satisfactory quality, not fit for purpose, and not as described from the point of purchase. Despite repeatedly raising concerns, the issues have not been properly resolved. Instead, I have experienced what appears to be temporary or superficial fixes, which have allowed serious faults to persist.* Key Issues (Ongoing and Unresolved):1. Battery Failure (Ignored Professional Advice)I was advised by Lookers Volkswagen Battersea previously that the battery required replacement urgently. However, your Guildford garage insisted that only a liquid top-up was necessary. This advice proved incorrect, as the issue persisted and the battery completely failed two weeks ago, forcing me to purchase a new battery at my own expense.2. Safety Concern – Vehicle Behaviour While DrivingThe vehicle has demonstrated dangerous driving behaviour, including severe jerking (similar to a “bucking” motion).Given my previous experience of the car stopping in the middle of the road that malfunctioned totally, this has caused serious safety concerns. I have video evidence of this incident (I presented the evidence last year when the car was stopped suddenly on the road while driving, and I've recorded for this time when it has been jerking).3. Ignition Fault (Persistent Since Purchase)From the beginning, the engine often fails to start unless the button is pressed repeatedly & hardly, sometimes to the point of physical discomfort. This issue continues to this day sometimes.4. Alarm MalfunctionThe car alarm activates randomly at night without any external trigger even at dawn while sleeping.5. Lack of Communication (Unacceptable)It has been extremely difficult to contact you/the Guildford garage. Calls are not answered, and promised callbacks are not made. This level of service is unacceptable and has significantly worsened the situation.6. Failure to Honour Initial Warranty ExpectationsAt the time of purchase, we was informed that we could exchange or return the vehicle within a short period. I notified you within two weeks, during what you were advertising as a refund/replacement grace period. However, we were later told that we would incur a significant financial loss to do so. This is unreasonable, given that the request is due to faults present from the outset, not a change of personal preference.7. Warranty & Service PlanWe purchased the Maintenance & Repair Plus Platinum plan (£529, 24 months, starting 29 April 2026).As I have raised these issues consistently since purchase, I expect that any claim made under this plan, or previous plan as still valid as today is 28th of April 2026 will be honoured without dispute.8. Insurance / Dent Issue IgnoredWe were informed that dent and scratch cover was included. Despite reporting a dent on the bonnet and requesting assistance, no action/advice on how to claim it formally has been taken, so we didn't fix it.9. Customer Experience (Serious Concern)During a previous visit, I experienced what I perceived as highly inappropriate and uncomfortable treatment from a member of staff. This has further contributed to my loss of confidence❗* Position and Expectation:Despite repeated assurances that “there is no problem,” clear and ongoing faults exist, which I am prepared to evidence with video and photographic proof.It is particularly concerning that another branch within your own network, Lookers Volkswagen Battersea, identified a serious issue (battery replacement) last year, while the Guildford garage dismissed it entirely.We are writing to escalate this matter as a FINAL FORMAL COMPLAINT under the Consumer Rights Act 2015 regarding a vehicle purchased from Volkswagen Guildford Garage, part of Lookers plc.We have really tried to return the car for replacing:(1). Immediately After Purchase (First Attempt to Replace)Shortly after purchasing the vehicle, we already attempted to change or return it due to persistent faults.However, we were informed I would suffer a significant financial loss to do so, despite the issues not being due to preference, but defects.(2). Dangerous Breakdown on the Road (Second Attempt to Replace)While driving within 5 minutes of Lookers Volkswagen Battersea, the vehicle suddenly stopped in the middle of the road, creating a highly dangerous situation where the car behind was forced to brake suddenly.At the time:• I had three VIP guests from Korea in the vehicle as witnesses• I was forced to urgently bring the car into Battersea for diagnosisWe trust that this incident is formally recorded in your internal system, as it was handled at your own branch.(3). Ongoing Dangerous Behaviour (Current Situation – Third Stage)Recently, the vehicle has again demonstrated unsafe driving behaviour, including violent jerking (“bucking”), strongly suggesting mechanical instability.This has caused serious fear and distress, particularly given the previous road incident.Additional Failures• Battery failure: Despite Lookers Volkswagen Battersea advising urgent replacement, Guildford dismissed the issue. The battery has since completely failed.• Ignition fault: Persistent failure requiring repeated pressing since purchase• Alarm malfunction: Random activation at night• Ignored insurance claim: Return/Replace/Dent/Proper Investigation & even Proper Replacement Part such as the battery not processed despite being reported• Lack of communication: Calls not answered most of the times these days, promise not fulfilledAs a result:- We have a loss of confidence in the vehicle- We consider this a serious safety concern especially for my family- The vehicle clearly fails the standard of satisfactory quality although the above some critical issues have only happened a few times.At this stage, we must also state:If this matter is not resolved promptly, I am prepared to escalate through:• The Motor Ombudsman• Reporting concerns regarding MOT reliability to DVLA• Formal legal action via solicitorsWhile we would strongly prefer an amicable resolution, I am fully prepared to pursue all available avenues if necessary.* Final Opportunity to Resolve:This email represents a final opportunity to resolve this matter professionally and fairly.I request a clear response outlining.- Confirmation of vehicle replacement or refund without financial loss Immediate next stepsIf this matter is not resolved promptly, I will have no option but to escalate the complaint to:We trust that Lookers plc and Volkswagen UK will take this matter seriously and act swiftly to resolve it.Please see some recent evidence through the following link:https://drive.google.com/drive/folders/1k8q0qNCNHLdbbZ_h6NbUckporQYoJAvu?usp=sharingWe look forward to your urgent response.Regards,(David) S.T. Kim & J.H. Kim

I received a text stating "your vehicle is due for a service, call us to book or click to book online". Owing to no response to book by phone (the phone just kept ringing), I booked online. I followed the steps and received a notice online stating in large letters at the top "Your service has been booked (this was in bold)". Underneath it said "Please check your email to see the full details of your confirmed booking". The time and date and location was also shown. (I can provide this screenshot if it is helpful to clarify). there was nothing in the whole booking process that said it was only a request for a booking I was making.This morning I arrived at Lookers Guildford and was told my car was infact booked in for a service on 14 May. I could not understand this given the booking confirmation online when I booked. I was told that this was not a booking confirmation and that this was in fact a request for a booking. The person then went on to say that you have to get a confirmation email and then that it was effectively my responsiblity to confirm the booking. I could not believe this position, given the wording "confirmed" booking was used following the online booking process. Nothing in that confirmation suggested that I needed to "re-confirm" the booking at all.I was then criticised for not having the correct up to date details for contact email. I stated that each time I have corrected them but each time I have not been receiving emails - this was quite accusatory and was made to feel like it was my problem and my fault this was the case, when actually it was the lack of transparency of the apparent process I should have followed that was the problem. Ahnd possiby the incompetence of previous staff not correcting the system properly (I was given chapter and verse on how all the appropriate systems for emails operated, which you can understand from a customer perspective is not interesting, the interest would have been in resolving the problem).I just could not understand what I was being told and how that system for booking operates - it was entirely unclear. In any case, if a service had been booked for 14 May, that had not been communicated to me at all.There was very little apology, the service desk person went on and on about how it was not a confirmed booking, effectively my problem and my fault. Before then asking if the car could be serviced and managing to fit it in. It was handled in entirely the wrong way. I cannot see how someone who can read plain english would not have interpreted the online confirmation in the way that I have. I also wanted the diagnostic issues checking as well, but that was not able to be performed this time around - there are still numerous issues making the driving of the car unpleasurable.Following this, I called the garage at about 2pm, tried to get through to servicing, no reply, rang and rang, then called again and spoke to reception who took a message to get them to call me back, the receptionist not being able to check the status of the vehicle herself. Owing to work calls, I was dropped at the garage at about 245pm. When I arrived, no one asked if they could help or assist. There was about 4 people sat on the service desk all talking amongst themselves. All the while I sat working until 1615, no one knew I was there. I was not called back at all by anyone, even though someone would have been available to do so. The whole experience just reflects really poor customer service in my opinion. I would like to add that I never complain about things, I appreciate the pressures that we are all working under day to day, but I did just feel the way this was dealt with and the fact that even simple english was argued against. It was just incredibly poor and unsatisfactory.

Looking for a golf r line 2025

Dear Customer Services,Re: Maria WillisVehicle registration: PE74 XMXAddress: 35 Franklin Court, GU8 5USI am writing to make a formal complaint regarding my VW Golf Hybrid, purchased in Guildford in August 2025, which has been beset with problems since purchase.Most recently, the vehicle failed completely when it was scheduled to charge overnight. I discovered the car the following morning with a flat battery. VW Assistance attended and diagnosed fault code P4GF.I was then advised by Carley in Newcastle that this fault relates to a recall issue. She informed me that the vehicle would need to be in for repair for two days, but that this could not be arranged until 3 June.This is wholly unacceptable. The vehicle remains under warranty, and I paid a substantial amount of money for a new car in order to have reliable transport to get to work. I am a teacher and cannot work from home. I also live independently and do not have access to another vehicle. Public transport is not a practical option for my daily commute.I explained that I require a courtesy car while my vehicle is being repaired. I was then told that arranging this would delay the repair further. This response is again unacceptable. You have several weeks in which to arrange suitable alternative transport.I have effectively been sold a faulty vehicle, and I now require this matter to be resolved as a matter of urgency.Please provide an immediate response confirming:1. The earliest possible repair date2. That a courtesy car will be made available throughout the repair period3. What steps VW will take to address the inconvenience and ongoing issues I have experiencedPlease note that I am unable to drop the vehicle off on a Monday, Tuesday or Thursday, as I must be at work in Farnham by 7:30am and I live in Witley.I look forward to your prompt reply.Yours faithfully,

As a VW Approved Used car I am entitled to certain benefits. These include a 1 year warranty and 1 years breakdown service. Despite asking for the documentatoin for these for four times by email over the past month I have had no response from the sales person concerned.

It was not explained to me that 'under negotiation' only stands for 90 minutes. As a result I lost a car I wanted as by the time I paid a deposit the next day the car was sold.