Helpful staff but unfortunately you didn’t have the car for my needs.Another local VW dealer had a better selection.

BG22 FFT broke down on 24/12/2025all lights came on dashboard and vehicle stopped and would not restart, being Christmas i had it recovered to my home, on 30/12 we found a garage that would diagnose the issue, he diagnosed it needed a DC Converter, Battery & Alternator £3039. He was not a RAC repairer so i paid £155 diag fee, we then started to call around our are to find a RAC repairer, there are none around us in Portsmouth. 02/01/26 spoke to Guildford VW where we brought the car from spoke to Romy who sent RAC policy and he sent 2 garage contact numbers for Havant to repair we called both numbers and they only sold cars didnt repair. 5/01/2026 car was recovered to VW Guildford as agreed with Romy in sales who diagnosed but unable to carry out repairs on 08/01/2026. on 11/01/2026 Romy spoke to West London Landrover to book car in for repairs, we called RAC who recoverd on 13/01/2026. We have heard nothing from Lookers so called West London Landrover this morning 20/01/26 they told us the rejected the car as they were to busy (when it should have been booked in by Guildford). we are now trying to find where the RAC have taken it?? this has been a most upsetting experience as i have a 2 month old daughter with no car for a month and very little communication as i have been doing all the chasing. my sister also had an accident before christmas which wrote the car off , couldnt get anyone from Guildford to speak to about buying a car so she went into Snows in Portsmouth and brought a new car and collected the next day , a very different experience , please advise

I tried to arrange a test drive around Christmas and was told it would have to be the new year as the test car (Passatt PHEV) was used by a director. In the new year, the position changed and the salesman said the test drive was not possible for the same reason. If the car was never available to test drive I should have been told that before Christmas

Nas was absolutely excellent. He was friendly and super helpful and patient. We were being very indecisive but he didn‘t rush us. He also took time to explain the benefits of the cars we looked at. Since our visit we have decided to go for a different VW model but would definitely use this branch again on the basis of this positive experience. Nas is an excellent ambassador for Lookers Guildford

Ollie was very good.Gave just enough advice without being pushy.

Of course.I have always received excellent support from Lookers' Service and Repairs Departments, and this definitely applied to the most recent help when replacing the battery in the Passat.However, I have two comments:-1. Swiss cottage, who collected the Passat, simply connected their unit to the battery and the car instantly started. Therefore, it was immediately obvious that the battery, that had been in the car since new, giving sterling service, had finally expired.So, quite frankly the £180 "evaluation charge " to determine the starting problem seemed rather excessive.2. When completing the work agreement in the computer document I clearly indicated on the left of the document on the screen that I wanted to pay over 4 months. This was accepted and an estimated monthly charge was shown.But, on collection I was told that this method of invoice settlement was not possible because I should have known that I had needed to sign another agreement with a third party company?There was no mention of that beingnecessary on the screen.So, to collect my car I had to pay the full invoice amount.You need to visit this computer program and correct this omission.R. Carter.

We haven't bought a car in a long time and the staff were very patient and helpful. And there was a good choice of used vehicles. However, we found just the car we were looking for on the Volkswagen UK website at Windrush in Slough.

Very fast responses and keen prices. Very professional, friendly and helpful. Although I didn’t purchase a vehicle I found the overall experience first class especially Ollie who was very helpful.

All good.The issue was that the level of trim/specification was not as good as Qashqai - plus more expensive.

Dispute of £284 Charge and Courtesy Car Policy – Volkswagen Lookers GuildfordDear Lookers Guildford Team,I am writing to formally dispute the £284 charge applied to my recent visit to your dealership. I believe this charge has been applied incorrectly based on the circumstances of my booking and the work carried out.My vehicle was brought in due to existing issues and errors, which are covered under my Volkswagen warranty. The only item not included in the warranty is the routine annual service, which I fully acknowledge and expected to pay for.However, I was charged £284, and I would like clarification on how this amount was calculated. In particular:Courtesy Car Charge -I was informed that a courtesy car would be available, which is essential given the distance and logistics of my commute. A courtesy car, by definition, should not incur a charge under these circumstances—especially when the vehicle is in for warranty-related investigation.Lookers Guildford was the only dealership able to provide a courtesy car at the time, which is why I booked with your location.Warranty-Related Issues -The faults found with the vehicle are part of the manufacturer warranty, and therefore should not contribute to additional charges.Service Report Showing £0.00 Selected WorkI also received a message (screenshot can be provided) showing that the Selected Work Cost was £0.00, which contradicts the bill I received.Given this, I kindly request:A breakdown of the £284 charge, with explanation of each item.Removal or refund of any courtesy car charges, as this should not apply for warranty-related work.Confirmation that all warranty-covered faults were addressed and not charged to me.I appreciate your prompt attention to this matter and look forward to a resolution.