please see attachments for customers scanned complaint

Dear Rob and Lookers ComplaintsI need to raise a complaint about the lack of a return of the deposit I paid on a car. The £250 deposit was paid to Lookers on the 2nd March 2026. Unfortunately due to a high cost of a non-refundable transfer fee I pulled out of the purchase and notified you of this and first requested the refund on the 4th March.I have since chased many times on the phone and by email for this to be completed. I have been met with promises of looking into it, but with no actual call back in each instance. I have spoken to several of the staff at Lookers Guildford but all with no luck.Please can you ensure that this is completed with no further delay, as it has now been c. 3 weeks since the initial request.Please contact me to confirm this is in hand.Ed Smith

Website didn’t submit enquiry via phone so had to do it on laptop - then it took speaking to two sales people to eventually get a short video of the car 2 days later. In the meantime I bought the same model from somewhere else.

Good AfternoonPlease see below non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Charlie Dixon-GreenSent: 23 March 2026 13:06To: Lookers Volkswagen Guildford - Jack RichardsonCc: Amy Dixon-Green; F and I ComplaintsSubject: Re: LF21 ABCExternal Sender: Confirm legitimacy before acting.Hi,Please can you come back on my email below?Thank you,CharlieOriginal message - sent 15th March 2026We purchased a 2021 VW Tiguan from you as a second hand vehicle in 2023.At the time of purchase we immediately noticed an intermittent error with the travel assist that would lead to beeping while driving. Sometimes you could go 50 miles without the error showing. Other times the car would beep almost continuously.When purchasing the vehicle, the salesperson provided us with an extended five year warranty.The car needs a service and oil change. If we book this in with you at Lookers Guildford please can you also fix the travel assist error?Looking online at Google reviews and Reddit threads etc it appears to be a known issue with these models. I've attached a screenshot with info below.Please let us know when it would be possible to book in for the oil change service and for this issue to be fixed.On Sun, 15 Mar 2026 at 16:18, Charlie Dixon-Greenwrote:Hi,We purchased a 2021 VW Tiguan from you as a second hand vehicle in 2023.At the time of purchase we immediately noticed an intermittent error with the travel assist that would lead to beeping while driving. Sometimes you could go 50 miles without the error showing. Other times the car would beep almost continuously.When purchasing the vehicle, the salesperson provided us with an extended five year warranty.The car needs a service and oil change. If we book this in with you at Lookers Guildford please can you also fix the travel assist error?Looking online at Google reviews and Reddit threads etc it appears to be a known issue with these models. I've attached a screenshot with info below.Please let us know when it would be possible to book in for the oil change service and for this issue to be fixed.Best,Charlie

James was unfriendly and unhelpful. Despite having an appointment he was 20 minutes late, he did not have the keys to the vehicles ready, both vehicles were filthy and the boot on one was faulty and would not open. During the appointment James was more interested to speaking to male customers in the showroom. He had little knowledge of the vehicles to the extent he said both had been reduced in value which was untrue. The price stated was the price advertised. He was not interested in selling either vehicle I’d travelled 80 miles to view, he was not interested in valuing my vehicle for part exchange and suggested I went to We Buy Any Car. It was possibly the worst experience I have encounter when trying to purchase a new vehicle. Considering I was a returning customer to Lookers having bought an Audi 12 months ago I was shocked and stunned by the complete disinterest James showed me. I will not be returning to Lookers and will pass on to as many friends and family the poor experience I had.

On 19 March my car was booked in to re boot the infotainment system - I’d locked myself out of the system while trying to download an update because I didn’t know my S PIN code.I struggle with technology but I am otherwise competent. I felt belittled by the service person dealing with my issue (Ryan). There was no understanding of my predicament at all. He continued to work on his laptop while I was explaining what had happened, then sent me off to reset my password as he wanted to deal with other customers in the queue. I reset the password and returned to his desk. He then told me that I needed to have both car keys with me to reset the S PIN code, so I left with the problem unresolved. There was no offer to help me in person, even if I returned with both keys. There was no humour or understanding, only cold indifference. The message was basically, ‘I haven’t got time for this; you are stupid; go away’. I am still very upset by the whole experience and would like an apology and reassurance that I will receive the help I need if I am unable to reset the system myself.

HelloKK24 LKUMy id3 has has been with you for months now and still no feedback or status for its repair or return ?This really is quite astonishing .I would welcome a status , update or at least a responseThanksChris EnochSent from Outlook for iOS________________________________________From: Enoch, ChrisSent: Tuesday, August 19, 2025 10:44:33 AMTo: Guildford-VW-Enquiries@lookers.co.ukSubject: Fw: KK24 LKUSent from Outlook for iOS________________________________________From: Enoch, ChrisSent: Tuesday, August 19, 2025 10:43 amTo: Lookers Volkswagen Guildford - Steven SmithSubject: KK24 LKUHelloI recently procured the service and MOT plan (for next 4 years ) , for my ID3, but can't locate any confirmation via email etc ? I thought it would also be referenced in my VW app?Thanks!RegardsChris Enoch

I did not feel that the customer service that I received from VW Lookers in Guildford this week was acceptable or up to the standard that I have received in the past . My car broke down on Sunday (a 2024 plate Tiguan still under warranty) as the auxiliary belt snapped in half. Due to the nature of the fault, my car had to be towed by a specialist truck which could not arrive until Monday morning, leaving me completely stranded for the whole of Sunday. The car was inspected on Monday and on Tuesday I received a text message asking for a payment of almost £800 for the work. It then took 3 phone calls and a 20 mins wait on the phone on Tuesday afternoon to speak to someone to understand why I had received this message, when the fault should have been covered by the warranty. When I went to pick my car up this morning I was offered no explanation as to why a fault of this nature could happen on an almost brand new car and whether there was a chance it could happen again. I have now been left feeling concerned that something else could go wrong. In addition to this, my car was returned to me un-valeted, something that I would expect as an absolute minimum recompense for the inconvenience of a manufacturing fault occurring on a car that is only a year and a half old, and which left me with no means of transport for 4 days and having to call on family and friends for lifts to get to and from work. I simply do not feel that the way this matter was dealt with from the moment my car was dropped to the moment I picked it up this morning was acceptable, particularly when I have been offered more extensive apologies for more minor things that I have happened since purchasing my car a year or so ago.

I had an appointment with James Hart this morning (18/03/26) at 11am to view two used VW T-Roc's. James had contacted me a couple of days ago to say he may be five minutes late due to internal training but feel free to look around the car.James did not appear until 11.20am and with regards to looking round the vehicle, the two issues were, the vehicles were nowhere to be seen and both were locked.From the moment James greeted my partner and me we felt like an inconvenience to him through his general mood and demeanour, both of which I will describe as sour. James did not have the vehicle keys ready and when he sloped off to retrieve them he found someone else to speak to for several minutes leaving us yet again waiting for him to grace us with his presence. This happened again after the test drive when James left us to seek a price for the trade in vehicle we had with us. Perhaps James is unaware that we could see him talking to other people instead of doing what he said he would. I guess we just were important enough to him.Neither vehicle I had expressed interest in viewing was in a suitable state to be viewed, both were covered in dust and one in particular was so dusty it was impossible to see if there were any imperfections. One of the vehicles had a defective boot latch meaning it couldn't be opened.We were able to test drive one of the vehicles but it was buried behind a host of other vehicles meaning we had to yet again wait whilst James sorted this out. James did not offer for me to test drive the vehicle, this seemed to be too big an inconvenience to him.My final complaint is the misleading advertising of both vehicles. I had found the vehicles through AutoTrader with the road tax stating £195 per annum. This is in fact incorrect as we learnt from James. I said to James part of the reason for looking at the T-Roc was the road tax meaning we had in fact made a 146 mile round trip for no reason. James blamed AutoTrader for this error which I find incorrect. The company selling are responsible for ensuring the sales details are correct.James was also unaware of the price of either vehicle telling me that both had been reduced in price. This was in fact incorrect and the price he gave was the price on AutoTrader.Overall it was the most unprofessional and unpleasant experiences trying a buy a VW from your sales team. It seemed quite clear that James was uninterested in selling me a car even to the extent he suggested I sell my own car privately because for your garage to do so would mean you would have to make sure it was ready for auction and then take it to auction and all this costs money. Funnily enough, buying a new car costs money too. He then suggest we could drive up in another vehicle to collect a new one. I did explain to James that my partner has suffered a number of stokes and has cancer making a 146 mile round trip impossible for her.James' default turn of phrase throughout our encounter was there was no pressure. He was absolutely right, there was no pressure from my point of view, I am the customer and it is my choice if I chose to buy a car or not.I think I am so disappointed by today's experience because I had such exceptional service when I bought my Audi from your Audi counterpart across the road last year. Harry Wood was the sales executive on that occasion and he was faultless. He had contacted me prior to my visit and when I arrived he had the Audi made ready, it was spotless and parked in a sunny spot at the front of the sales room. He had probably achieved a sale at that point. Everything was in place for a test drive and he could not have been more helpful or attentive. I would suggest he was the absolute opposite to James in every way and in every way he was a better sales executive and ambassador for Lookers.Overall I found the experience in your showroom this morning underwhelming and so poor I will never return to Lookers to purchase a vehicle. The impression James gave was that selling vehicles is not high on Lookers agenda, which is fine, he failed to make a sale today but worse than that his attitude was poor and I will not recommend Lookers to family, friends or acquaintances in the future.I had every intention of buying a vehicle this morning and whilst I used the road tax cost as a reason not to, this was in fact not true. I didn't buy the vehicle because of James.

I had to wait 25 mins for my appointment as the sales advisor had to cover someone off sick which pushed my appointment back with no advance notice.The appointment was then interrupted by the sales advisor having to sort test drives for the absent colleague.Given the amount of cover needed it would have been better to call me in advance to warn me of delays or cancel the appointments for the other advisor who was off as it was so disruptiveI asked to receive the proposal we discussed on email but it has not arrived even though the appt was 6 days ago.