Knowledgable and friendly service. Good at keeping me up to date.

They did not have my meeting and I waited over half an hour and still nothing so I left. I received 2 follow up calls trying to rearrange but damage done so discounted VW/Lookers.

For the attention of Richard (Service Manager)I am writing to formally raise my concerns regarding my vehicle, which has been with you for over three weeks due to an ongoing misfire fault that has still not been diagnosed or resolved.During this period, I have been left without a vehicle entirely, as no courtesy car has been made available. This has caused significant inconvenience, particularly given that the car is subject to a PCP agreement with Volkswagen Finance and I am continuing to make monthly payments despite being unable to use the vehicle.I appreciate that faults can sometimes take time to diagnose; however, the length of time taken so far, combined with the absence of any alternative transport, falls well below the level of service I would reasonably expect from Volkswagen.I would appreciate clarification on:* What steps are currently being taken to identify and resolve the fault* A realistic timeframe for repair* What compensation or goodwill gesture Volkswagen can offer for the extended loss of use* Whether a courtesy or hire vehicle can now be provided as a matter of urgencyIf this matter cannot be resolved promptly, I would also like to understand what options are available to me under my PCP agreement, given that the vehicle is not currently fit for use.I look forward to your response and hope this can be resolved quickly and fairly.Kind regardsSuzanne Morton

I wanted to bring to your attention recent email correspondence (shared below, best read bottom up), as whilst I appreciated Scott's apology and the recognition that the experience I had, was in no way reflective of the standards Audi aims to uphold.That said, I wanted to follow up because something in our exchange has continued to trouble me.While my concerns were dismissed by the servicing team at the time, they were immediately recognised by the renewal team. I’m somewhat surprised—and if I’m honest, disappointed—that no one internally thought to escalate, address, or even query the situation on my behalf. The end result is a unhappy customer who has not been impressed with the after‑care support following the purchase of what is meant to be a premium vehicle.The handling of the boot‑closure issue left us feeling as though we were being challenged rather than supported, and it significantly undermined our confidence in the brand. This is particularly unfortunate given that we have another vehicle to replace this year and would ordinarily have considered Audi again.By background, I work in an industry where I will be in the market for new cars from time to time, and although I generally avoid publishing personal experiences, this is an example of how easily customer perception can be damaged when internal communication and ownership fall short.I’m not looking for compensation or special treatment—just the reassurance that my feedback is actually being taken seriously and that steps will be taken to prevent other customers from ending up in a similar situation.If there is an appropriate way to ensure this is formally reviewed within the branch, I would appreciate that.Kind regards,David Thomas----- Forwarded message -----From: Scott RamsayTo: David ThomasSent: Thursday, 5 February 2026 at 13:36:30 GMTSubject: RE: Guildford Audi- ref RV72XUZHi David,Thank you for coming back to me.After reading your response, I can only apologise for the service that you have previously received from the branch, and as you say, it is not a service that should be associated with Audi. With a premium brand you would expect premium service, and clearly you have not received that, so once again apologies for that.If there is anything that I can do for you moving forward, please get in touch and I will be happy to help.Many thanks,Scott RamsayRenewal SpecialistAudi Division520 Hillington Road | Glasgow | G52 4UBlookers.co.uk/audiLookers Audi-v2.jpgFrom: David ThomasSent: 05 February 2026 11:28To: Scott RamsaySubject: Re: Guildford Audi- ref RV72XUZExternal Sender: Confirm legitimacy before acting.Hi Scott,Thanks for your email and offer of support.However, we did have a review towards the end of last year and the challenge we have is that my other car needs replacing, so we are unlikely to upgrade this car and purchase another - I think we were of the opinion it was best to settle this contract and own the car (I think September), and try sourcing another car separately.And if honest, I had an issue with servicing of this car that has somewhat soured my feelings around Audi. Last month our boot was not closing via the button that was flagged on our service at the end of last year when the car was in warranty - In fact at this time it was water coming out of the boot when opened, and from looking on line looked like a common issue. When I raised and spoke with Audi they implied initially that the car hadn't been serviced, which on challenging then they said OK yes I can now see it has - No apology, and then went on to say however it wasn't flagged on the last service, which certainly wasn't the case as it was my Wife that had communicated it to the gentleman on dropping off the car, which left us thinking we were being called liars, and if we wanted it addressed it was at our expanse.So in a nutshell not the service or experience I would have expected or I think a brand such as Audi be associated with.Kind regardsDavidOn Thursday, 5 February 2026 at 10:47:07 GMT, Scott Ramsaywrote:Hello David,Scott Ramsay here from Lookers Audi on behalf of Guildford Audi.Just a quick message regarding your current agreement for your Audi A4 Avant.You have now reached the point in your contract where we can offer you an Account Review to discuss how things are currently tracking and what options are available to you as a returning customer.Can you please call me on 0141 565 6300 (Press option 5), or alternatively reply to this email and we can schedule a convenient time for a phone call. My working hours are Monday to Friday, 9am to 5pm.Kind regards,Scott RamsayRenewal SpecialistAudi Division520 Hillington Road | Glasgow | G52 4UBlookers.co.uk/audiLookers Audi-v2.jpg

It has become apparent that my annual service in Jan 2025 has been incorrectly logged with an erroneous VIN number and I am seeking to get this rectified. I have now tried three times to contact Dan Murphy / Aftersales team and am not getting any acknowledgment

My time was wasted. I attended to VIP event that I had been invited to, however, it became clear that it is too early into my current plan for me to be in a position to change my car. I feel this should have been clarified before I was invited to the event as it gave be an unrealistic expectation, which was a waste of my time.

Of course. I will be happy to answer any questions.We have been very pleased with the service we received from Lookers VW Guildford,RegardsRichardDr. Richard WilczynskiHyde Dental Practice

Customer call in for a battery change. 29.1.26 - she had to wait for someone to come and acknowledge her , while she was waiting the music that was playing was saying a lot of swear words Ms Carew ask a member of staff about the music and staff member shrugged his shoulders as if saying tough and walked off .

Your salesman was excellent, very helpful and friendly (nas)

This conplaint is being sent on the back of my google review that was posted 4 months ago, this in relation to a VW TIGUAN that was purchased from the dealer of March 2025. I have pasted the review below for your consideration."This review comes after a purchase of an "Approved Used" 2019 Tiguan R Line placed just over 3 months ago. I was initially reluctant to write a review as it the salesman was helpful but overall the experience was something I do not expect from a reputable car dealership.Prior to purchasing the car, it was mentioned there was few stone chips on the vehicle that could be 'corrected' but they could not do this till after purchase (which I couldn't understand as it's in their best interest to advertise the car the best they could)? On the day of viewing I had noticed the vehicle was missing car mats, dirt marks on the wheel arch, dirt/marks on the alloys and the front tyre having a cut! When I mentioned this, I was told that it had passed their "100 point inspection and that it would pass their MOT". Unsurprisingly when I asked for a new MOT to be done, the tyre FAILED its MOT due to the cut in the tyre, which subsequently had to replaced (as I initially noticed). When collecting the car I also noted that the second key was not working. The salesman, cluelessly checked it over and then mentioned it must have been an oversight and apologised suggesting that I could go to my nearest VW dealership and get this repaired and VW LOOKERS would cover the cost. On the day of the booking, I get an email from the salesman stating they are unable to cover the cost and that I would need to pay for the key to be programmed and then they would reimburse the cost. This, proved to be even more difficult as I eventually had to speak with thr branch manager to get the payment refunded back to me as someone had forgotten to mention it to their finance department?In the last week, my wife used the grab handle located behind the drivers seat (where I usually place the baby car seat) when holding onto it (as its purpose) the handle became loose and the spring fell out! This is not something you'd expect from a a premium car bought from VW themselves. After contacting VW customer services, the dealer can only inspect the car if I take the vehicle direct to them (which is not local) and unable to accommodate a more closer VW dealership.Consumers prefer to buy vehicles through approved used from reputable dealerships to avoid issues such as this, but instead my experience is far from that! I regret my decision buying the car through here, and I hope that no other unexpected issues prop up"