The test drive was cancelled on Saturday 90 minutes before by email and luckily we had not left our home. The test drive was rearranged for Wednesday. We arrived at the agreed time but the car was not available to test drive, only to look at. Not heard from Lookers since then. I would still like to test drive the car.

I am writing to formally raise a complaint regarding my repeated attempts to obtain the service history for my vehicle, registration HR19 MPZ, from Lookers Guildford.I am currently in the process of selling this vehicle and require the service history as a matter of urgency. I have contacted your dealership on several occasions requesting this information but, to date, I have received no response or update.This lack of communication is extremely disappointing and has now begun to delay the sale of my vehicle. As the servicing was carried out through your dealership network, I would expect this information to be readily available and provided promptly upon request.I would appreciate it if you could please arrange for the full service history for vehicle HR19 MPZ to be sent to me as soon as possible. If there are any issues locating the records, please contact me immediately so that we can resolve the matter without further delay.If I do not receive a response within the next few days, I will have no choice but to escalate this complaint further within the Lookers group.I look forward to your prompt response.

Your agent didn’t get back to me ( his manager was also CC’d into the email) I wanted to know about refinancing the car I had at the time which would have been a viable option for me, but heard nothing. Emailed twice about the same issue and still heard nothing. Disappointed but to be honest, everything happens for a reason. With this in mind, we actually excluded VW from our search and have part exchanged the vehicle and gone for a different brand, bought a new car, spent more a month and won’t be buying a VW again!I also find the whole process very frustrating, the only email communication I got from you regarding the car was about buying a new car. I asked on three different occasions (phone and 2 emails) how refinancing would work or going for a second hand car and it felt like you weren’t interested if I wasn’t going to by a new car from you!

I raised a complaint a couple of weeks or so ago following my visit in reg no VW22 OCN.I am yet to receive a response which i find quote disgusting indeed.What's the point of having a complaints procedure?RegardsIan

Prompt, courteous, knowledgable

Dear SirsRe complaint 85993066I am writing further to the complaint I submitted following the purchase of a car from your company regarding a 2 year warranty.According to your published complaints policy &:your holding email dated 11th February 2026 you acknowledged a response to my complaint within 14 days. As of today's date I have not received a substantive response and the stated time frame has now passed.I am disappointed that your company has not adhered to its own complaints policy. Thus lack of communication has added to my concerns & frustration regarding this matter.Please treat this letter as a formal request for an immediate update on the status of my complaint. I expect written confirmation within 7 days of the date of this email, along with a clear timescale for when I will receive a full response.If I do not receive a satisfactory response within this time frame, I will consider escalating the matter to the appropriate external body.I look forward to your prompt response.Yours faithfullyMatthew Andersson

Customer has been trying to get some repair prices and he feels like the staff are not been very helpful they were coming across as not very interested as the customer was putting them out and bothering the staff,

Nov purchased a vehicle. Silverlink have the vehicle as this is closer for the customer. cust is awaiting authorization from Guildford for the repair to go ahead.

Great service from PaulNice buying car thro him very polite and not pushy set our mobile phones up on car and went over everything even picked us up from station well done paul

I tried to enquire about two cars on two seperate occasions.The first time I was promised a call back but didnt get one, even when I called to chase.The next time when I did get to speak with someone in sales, he was very unhelpful, didnt want to help me on the search I was looking for.Really disappointing.