Im trying to contact the branch. Theres a contact form on their website, but every time IO try and send in my issue, I get an error message, "oops, something went wrong at our end". Please can it be rectified, and in the meantime, please could you provide me with an email contact for the dealership?

James was amazing!Great service......

General confusion over which cars were available for sale and which ones have been sold. When we did select a car that was available I was told that we need to put down a £250 reservation just to get the car into Lookers Guildford for us to see/drive because it was being used by a Lookers employee. If the car is for sale it should be available for viewing without needing to pay first.

I purchased the vehicle LF72PPO last September and was given the Service History Certificate that indicated that there was one outstanding service.When I received notification of an oil service I checked the appointments system and it confirmed that there was no cost. I booked it via Casy Pearson, Customer Advisor, and received an email saying 'I can see you have a service plan, so they'd be no costs for you on the day of appointment'.That date was Friday 17th and on Thursday 16th I received a call to say that the outstanding service had been used and therefore my service would cost £470!I pointed out the documentation and also brought it in on Friday 17th but was told there had been a mistake.The various advisors were less than sympathetic and could not explain the anomaly and just continued to quote what the 'system' was saying.Could you please explain how this can happen as I assume that there is only one 'system'.Lookers Guildford is the most convenient garage for me to use but after this episode I am not sure that I won't look elsewhere for work in the future.

Not impressed

very poor experience when trying to reach the branch, always the case of cannot get through, almost as if no-one is answering the calls. has advised this is not just a one-off experience it has been this way for years and always has to speak to the contact centre to get an email sent over to ask someone to either provide an update or call him back. also advised that last time he purchased a new Volkswagen he purchased from further afield due to not being able to speak to anyone in the branch

Maybe you like to state which day this relates to?My Saturday visit was to purchase a car. Car was not to standard that the price would demand. But sales guy was very nice.My Tuesday visit was to get my wife's car serviced.My Wednesday visit was to return get my wife's car fix due to servicing work been done incorrectly.I can not answer survey questions correctly as some interactions were ok and some less so.Greg

From: lightfamilyfive@btinternet.comSent: 14 April 2026 17:44To: F and I ComplaintsSubject: FW: How Are You Getting On With Your New Car? Replied re stupid warning and rattling/vibration!External Sender: Confirm legitimacy before acting.Good afternoonI have been trying to email Lookers Guildford and after obtaining their email address by phoning them, after their contact form would not work, my email then bounced back as undeliverable.Can you please look into for me and ask someone to reply so I can book in my car for investigation.Many thanksDavid LightFrom: lightfamilyfive@btinternet.comSent: 14 April 2026 17:36To: 'Guildfordcwservicefoh@lookers.co.uk'Subject: FW: How Are You Getting On With Your New Car? Replied re stupid warning and rattling/vibration!Good afternoonSee email trail below. I have a VW Touran WR72OZJ, which is covered by the VW used car warranty. I have already been into you re the warning message mentioned below but now have been referred to you regarding the vibration/rattle on the internal passenger side front. Can I bring the car in for you to investigate and hopefully fix this noise?Many thanks,David LightFrom: Kyle JennerSent: 09 April 2026 14:19To: lightfamilyfive@btinternet.comSubject: RE: How Are You Getting On With Your New Car? Reply re stupid warning and squeaking/vibration!Thank you DavidKyle JennerFranchise ManagerBury St Edmunds VolkswagenNorthern Way , Bury St Edmunds , Suffolk , IP32 6NLDirect Dial: 01284 763441 Switchboard: 01284 763441Email: Kyle.Jenner@marriottmotorgroup.co.ukClick Here to book an appointment with our sales team or to take a test driveThe information contained in this E-mail is confidential and solely for the intended addressee(s). Unauthorised reproduction, disclosure, modification and/or distribution of this email may be unlawful. If you have received this email in error, please notify the sender immediately and delete it from your system. Marriott Motor Group Ltd does not accept legal responsibility for the contents of this message if it has reached you via the Internet, as Internet communications are not secure. Any opinions expressed are those of the author and are not necessarily endorsed by Marriott Motor Group Ltd.Although Marriott Motor Group Ltd operates anti-virus programs, it does not accept responsibility for any damage whatsoever that is caused by viruses being passed. Recipients are advised to apply their own anti-virus checks to this message on delivery.Marriott Motor Group Limited is a credit broker but not a lender and is directly authorised and regulated by the Financial Conduct Authority for Consumer Credit activities under Firm Reference Number 303971. We can introduce you to a limited number of lenders. We do not charge a fee for our consumer credit services. We will receive a commission from the lenders we work with for introducing you to them, either a fixed fee or a fixed percentage of the amount borrowed, but this does not affect the interest charged on your agreement, all of which are set by the lender concerned. Our manufacturing supporting finance partners also provide preferential rates to us for the funding of our vehicle stocks and financial support for our training and marketing. The lenders we work with pay commission at different rates. You have the right to request the commission amount, to do this contact disclosure@marriottmotorgroup.co.uk.Marriott Motor Group Limited is an Appointed Representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 313486 and which is permitted to advise on and arrange general insurance contracts as an intermediary.You can check this on the FCA Register by visiting the www.fca.org.ukMarriott Motor Group Ltd, Wolsey House, Sproughton Road, Ipswich, Suffolk, IP1 5ANRegistered in England No. 3723299 VAT No. 731 8342 43Privacy PolicyTerms and Conditions SalesTerms and Conditions AftersalesFrom: lightfamilyfive@btinternet.comSent: 09 April 2026 12:42To: Kyle JennerSubject: RE: How Are You Getting On With Your New Car? Reply re stupid warning and squeaking/vibration![EXTERNAL EMAIL] DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe.Good afternoon KyleMany thanks for coming back to me. I have already been down to our local Volkswagen dealer regarding the message and they could not fix this.I will contact them regarding the vibration/rattle.Kind regardsDavidFrom: Kyle JennerSent: 09 April 2026 08:47To: lightfamilyfive@btinternet.comSubject: RE: How Are You Getting On With Your New Car? Reply re stupid warning and squeaking/vibration!Good Morning Mr LightGreat to hear from you, and I’m sorry to hear you are experiencing issuesAs you are not local, the best thing to do is to contact your nearest Volkswagen dealer, and book this in through warrantyThey can then assist in sorting out the aboveI hope this helpsKind regardsKyle JennerFranchise ManagerBury St Edmunds VolkswagenNorthern Way , Bury St Edmunds , Suffolk , IP32 6NLDirect Dial: 01284 763441 Switchboard: 01284 763441Email: Kyle.Jenner@marriottmotorgroup.co.ukClick Here to book an appointment with our sales team or to take a test driveThe information contained in this E-mail is confidential and solely for the intended addressee(s). Unauthorised reproduction, disclosure, modification and/or distribution of this email may be unlawful. If you have received this email in error, please notify the sender immediately and delete it from your system. Marriott Motor Group Ltd does not accept legal responsibility for the contents of this message if it has reached you via the Internet, as Internet communications are not secure. Any opinions expressed are those of the author and are not necessarily endorsed by Marriott Motor Group Ltd.Although Marriott Motor Group Ltd operates anti-virus programs, it does not accept responsibility for any damage whatsoever that is caused by viruses being passed. Recipients are advised to apply their own anti-virus checks to this message on delivery.Marriott Motor Group Limited is a credit broker but not a lender and is directly authorised and regulated by the Financial Conduct Authority for Consumer Credit activities under Firm Reference Number 303971. We can introduce you to a limited number of lenders. We do not charge a fee for our consumer credit services. We will receive a commission from the lenders we work with for introducing you to them, either a fixed fee or a fixed percentage of the amount borrowed, but this does not affect the interest charged on your agreement, all of which are set by the lender concerned. Our manufacturing supporting finance partners also provide preferential rates to us for the funding of our vehicle stocks and financial support for our training and marketing. The lenders we work with pay commission at different rates. You have the right to request the commission amount, to do this contact disclosure@marriottmotorgroup.co.uk.Marriott Motor Group Limited is an Appointed Representative of ITC Compliance Limited which is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 313486 and which is permitted to advise on and arrange general insurance contracts as an intermediary.You can check this on the FCA Register by visiting the www.fca.org.ukMarriott Motor Group Ltd, Wolsey House, Sproughton Road, Ipswich, Suffolk, IP1 5ANRegistered in England No. 3723299 VAT No. 731 8342 43Privacy PolicyTerms and Conditions SalesTerms and Conditions AftersalesFrom: lightfamilyfive@btinternet.comSent: 08 April 2026 17:36To: Kyle JennerSubject: RE: How Are You Getting On With Your New Car? Reply re stupid warning and squeaking/vibration![EXTERNAL EMAIL] DO NOT CLICK links or attachments unless you recognize the sender and know the content is safe.Hi KyleMany thanks for your email.We are reasonably satisfied with our used Touran, with just a couple of niggles.1 A warning message comes up (see below) every time we start running the car. I have contacted VW direct and they say it is an EU GDPR issue and cannot be altered! Very frustrating – do you know of any fix to remove?2 There is an annoying intermittent vibration/rattle from, I think, the front passenger side (from in and around the speaker and plastics close to the windscreen area, once again, I think!) Is there anything that can be checked/fixed in this regard under the used car warranty?I look forward to hearing from you.Kind regardsDavid LightFrom: Kyle JennerSent: 23 March 2026 12:10To: lightfamilyfive@btinternet.comSubject: How Are You Getting On With Your New Car? Reply re stupid warning and squeking/vibration!Hi Mr LightI hope you’re well.I just wanted to check in following the recent collection of your new car and hope everything is going well so far. If you have any questions or need any help getting familiar with any of the features, please don’t hesitate to get in touch — I’m always happy to help.I also wanted to quickly mention the Service Plan that we discussed when you collected the vehicle. If it’s something you would still like to take advantage of, we can still arrange this for you.The plan covers 2 years of servicing for £546, and we can also spread the cost over 24 months with an interest-free direct debit at £22.75 making it simple and convenient to manage.If this is something you’d like to add, just let me know and I can get everything set up for you.Thanks again for choosing us for your new car, and I hope you continue to enjoy every mile.Kind regards,Kyle JennerFranchise ManagerBury St Edmunds VolkswagenNorthern Way , Bury St Edmunds , Suffolk , IP32 6NLDirect Dial: 01284 763441 Switchboard: 01284 763441Email: Kyle.Jenner@marriottmotorgroup.co.uk

Assistant was polite and knowledgeable.

Good morning,I purchased a vehicle on the 28th of February. The registration is LC22 FRN.Upon receiving the car, I have experienced multiple issues and have had to return to the dealership several times. Volkswagen is in Guildford and I live in London so this has been incredibly tedious for me. The company were only able to compensate me with £30 towards the petrol.This car has been causing me problems since the first day and for that reason, I would like to return it. This decision was not easy but I feel as though I am left with no choice as there seems to be one thing after another.Please contact me so we can speak further.Kind regards,SyedaSent from my iPhone