Dear Customer Services,I am writing to raise a formal complaint regarding my Volkswagen Tiguan R-Line, registration EF20 TGY (S6 CDJ) purchased from Lookers Sudbury in March 2025.Since shortly after purchase, the vehicle has suffered ongoing steering/front-end related concerns including juddering, knocking, clunking and vibration noises, which were reported to the dealership within weeks of ownership.Initially, the dealership identified excessive play in a track rod end which was subsequently replaced. However, despite this repair, the original knocking and juddering symptoms remained present. We were then advised by the dealership that there appeared to be slight play within the steering rack assembly itself and that they were liaising with the warranty company regarding approval for steering rack-related repairs.Over a prolonged period throughout 2025, we were repeatedly informed that the matter was being progressed through the warranty company for repair approval.Following further delays, we were later informed that the vehicle had undergone steering rack work through a specialist repairer before the vehicle was returned to us in October 2025.Unfortunately, we have recently begun experiencing very similar symptoms again, including:• juddering when braking,• knocking/clunking noises,• and front-end noises when turning and manoeuvring.Given the recurrence of these concerns, we requested documentation relating to the steering rack work for our records as we had not been given anything at the time, including:• confirmation of the diagnosis,• work undertaken,• parts replaced, and• details of the repairer involved.These requests have now been made on several occasions to the dealership but, despite this, no documentation has been provided.As a result, we recently contacted the warranty company directly in an attempt to obtain clarification regarding the previous repair history.The information provided to us by the warranty company appears to indicate that although requests relating to the steering rack were discussed on multiple occasions, no steering rack replacement was ultimately authorised or paid for by the warranty provider.This has caused us considerable concern, particularly given that we had understood significant steering rack work had been carried out and because our repeated requests for documentation have not been answered.At this stage, we are simply seeking clarity and transparency regarding:• what diagnosis was ultimately reached,• what work was actually carried out to the vehicle,• whether any steering rack repairs or replacement took place, and• why we have been unable to obtain documentation despite multiple requests.Given the vehicle’s ongoing issues and the recurrence of similar symptoms, we would appreciate this matter being reviewed urgently by Head Office.I would be grateful if somebody could contact us to clarify the above and provide any available documentation relating to the repairs previously undertaken.Kind regards,Carl Debenham

Hvnt heard back from them since went in

I made an appointment to visit your dealership online, but when I arrive we were not expected. I was promised a part ex quote that didn't arrive. I called Craig 2-3 times but never received a call back. When I called again and spoke to Craig he promised to email me the next day, but this didn’t happen. Two weeks later I called and spoke to Chris (manager) who promised to email me details of a new car deal but never did! Truely shocking service! I bought a new car elsewhere.

I had a call and Paul left a voicemail. I called back on 18/5/26, explained what I was looking for and was advised by Paul in sales that he would get back to me with some quotes via email. I heard nothing further.

Can I get my deposit back for this please?Dear Andrew HorvathThank you for choosing Lookers Lookers Volkswagen Guildford.Your VOLKSWAGEN ID.4 has been reserved. A member of our sales team will be in touch shortly to progress your reservation.Vehicle Registration Number: LA26HCJYour reservation is valid for 3 days and information on refunds can be found in our terms and conditions.Thank you,The Lookers TeamPlease do not reply to this email, if you need to get in touch with us please see our website, or contact us via 01483 230500

Looked at cars on Lookers, received an email from C Read- Communications Manager.Went to Guildford, he was busy so they found a sales personal who was free.Very pleasant young man, not sure he took us seriously. Mainly talked about car finance although we said it would be cash payment.We then decided on T Roc. No offer for test drive. Looked at my car briefly didnt ask for my details or phone number. He has never called or emailed me.Because of that 2 days later we went to Lookers Walton on thames. Purchased a T Roc.He seemed pleasant but clearly though we were not able to buy a car. We came all the way from Walton because we saw a car in your show room.Disappointing experience. Walton Lookers provided the service and test drive a customer should expect.Thank you for the initial email and your reception staff were helpful.I think your young sales personal who owes us an apology. No contact. Tusella Hylton

Had to postpone test drive, even though I have emailed sales rep, I’ve had no call back or communication to arrange a test drive!

Helpful friendly staff.Limited customer parking.

Hi Alex,I am writing to you in the hope that you may be able to help us.We have been experiencing ongoing issues with a vehicle purchased from one of your branches, and despite our efforts to resolve the matter through the usual channels, we have received very little assistance and no meaningful resolution.The situation has now been ongoing for some time and has caused a great deal of frustration and disappointment. We purchased the vehicle in good faith and simply want a fair outcome.Before providing the full details, I wanted to ask whether you would be prepared to review the matter personally or arrange for someone appropriate within your organisation to investigate it properly.If you are willing to assist, I would be grateful for the opportunity to provide a summary of the issues, together with the history of our attempts to have them resolved.I look forward to hearing from you.Kind regards,Mr S. Ripley

Reg number Lj26zxw I have had 2 mk 2 tiguans before this and had no problems with them at all this mk 3 Is not anywhere as good as they were very disappointing hope vw uk get to see thisSent from my iPhone