I booked a test drive in advance for an ID.3 at 12:30 on 21/02/2026 I expected things to be organised when we arrived. We were told the sales executive would be with us shortly, but after waiting more than 45 minutes with no proper update or explanation, we eventually decided to leave.The receptionist did try to get information from the sales executive who appeared to be busy with another client, but the whole situation felt very disconnected and poorly coordinated. There didn’t seem to be any clear communication or ownership of the appointment.It’s frustrating to take the time to make an appointment and not have that respected. Even a simple apology or clearer communication about the delay would have made a difference. Unfortunately, this experience has put us off returning, and only to travel further to a different dealership to test drive and purchase a vehicle.

I recently took my Tiguan into lookers to have its final service and MOT as part of its service plan. I was contacted while it was in the garage and told by their mechanic that various things needed doing on my car, urgently. This included all of the brake pads, brake fluid, air con and that I had a defective battery. In total, the advised works were going to cost £2000. I was told that the work was fairly urgent and some of the jobs needed doing within the next two weeks.I took my car, for a second opinion, to an independent garage with the list of defects and asked them to check the car over. Upon collection of my car, I was told that all of the issues that were highlighted by VW, were no issue at all. My battery was tested and was fine (80%). The rear brake pads and discs were as good as new. The front brake pads and discs have another 10,000 miles. The brake fluid was clean and fresh.I wasn’t concerned about the air con.I feel that lookers was ultimately trying to con me out of £2000 and ultimately take my money fraudulently by carrying out unnecessary work.As an extra feedback, my car was not cleaned at collection even thought it had been with the garage for the full 4 hour time slot. The key drop off was a shambles with not enough staff on the service desk for the sheer volume of customers.

Excellent service from all departments.

Further to my google review, I can confirm that I feel just clearer and more timely communication is required. I felt I was left to wait, wait and wait some more without appropriate updates. Now I appreciate the site was busy but the customer service could have been a bit more on point. Whilst there I also had a puncture repair carried out which failed just days later. This was charged at £30 so it was a waste of money so I'm feeling rather disappointed indeed. Anyway I will be looking for a new garage to undertake my future services and the like, as I'm not happy with Guildford overall.

The last 3 times I have brought my car in for work to be done I have left cross and anxious! The customer service should be AMAZING for such a reputable brand but it’s average! One staff member in particular ( female, 30’s, Spanish I think) has the worst customer service I have ever seen. She never smiles, she’s rude - even to staff in front of customers. The communication between booking your car in and the staff there is terrible- I tell them I will be waiting for the work to be done twice and both times they said it’s not booked in for that and I end up waiting 1st time 3 hours and the another time it was 5 hours! The car never even moved its spot until I enquired and then when they did move it into the workshop one of the errors- a sensor was showing as some rubber from windscreen was touching the top of the engine and I said that I had already pushed it on but it keeps coming off and needs something to permanently attach it. Well it’s now come off! One time I had booked a courtesy car to then get there and no courtesy car was back, ready. I have a disabled son, communication is so important! One member of staff has gone out of there way to resolve an issue- sorry I cannot remember his name but the female staff member should not be anywhere near a customer focus job.

Dear SirsI recently purchased a VW Tiguan reg no. AV72XKS from Lookers Guildford, which I collected on Saturday 17rh January 2026 for a sum in excess of £31000.00.I purchased the vehicle using your VW finance PCP product. I did this solely for the purpose of benefitting from the 2 years warranty and 2 years breakdown cover. If these perks were not available I would have paid cash. This was discussed at length at the time of purchase.I have emailed and phoned the salesman at Guildford on numerous occasions to try and get some info etc on my warranty and breakdown cover to no avail. I have received no informatiin regarding these issues & I have not even received a response to my multi messagesI up until this point have been really impressed with the service I had received from Lookers, Guildford but sadly your customer service has let you down. You have taken my money & clearly your after sale service is secondary.After I had paid & collected my car there was an issue with the car tax. I had not been charged. This came to light later in the day which I paid for immediately over the phone. This was an error or your end which I resolved with good faith immediately.I would be grateful if someone could please respond to my complaint & to provide me with the information regarding my 2 year warranty & 2 year breakdown cover please?Yours faithfullyMatthew Andersson

Car purchased January 2024 - link to your complaints page offered in response to a review I leftCar was not clean on collectionNo attempt made to polish out multitude of scratches on rear bumper or touch up driver’s door edge (as agreed)I had to call roadside assistance on the M4 on my way home after collecting the car as the oil tank had been over filledIt took over a week and a number of reminders to receive the service paperworkEmpty promises of hampers in response to me chasing bodywork issue which was never resolvedTouching up of door edge

Very disappointing! Very bad customer service and communication from both sales and service departments. This problem took over 2 months to resolve therefore losing my custom to another Volkswagen dealership!

Still at the dealership at present as fitting a web cam and they damaged the roof lining.Taken out the minor damage contract,Platinum plus and again no details what the difference is. GuardX taken out and has been given a password but it dosnt work.

Your website team are responsive but the Motability team doNot respond at all