Cameron was friendly, knowledgeable and efficient.Receptionists ask extremely friendly and attentive offering drinks.

Hi,Please can you log the below if not already logged and assign to the relevant dealership.Thanks,Jenny StegglesComplaints Resolution HandlerHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043lookers.co.ukFrom: Lorraine LockingtonSent: 16 March 2026 10:00To: Jenny StegglesSubject: FW: Complaint: Steve RipleyFYI – JennyThanksLorraine LockingtonExecutive AssistantHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke-on-Trent, ST4 4GUT: 0161 291 0043 M: 07966568715lookers.co.ukFrom: Steve RipleySent: 15 March 2026 16:13To: Alex SmithSubject:External Sender: Confirm legitimacy before acting.Dear AlexI hope you do not mind me writing to you directly, but I feel I have reached a point where I am unsure where else to turn for help.My wife and I purchased a Volkswagen Tiguan, registration LF74 FDN, approximately a year ago through Lookers in Guildford. Unfortunately, since owning the vehicle we have experienced a number of ongoing issues which have caused us considerable concern.The car has been returned to the dealership on two separate occasions so that these problems could be investigated. Each time the vehicle has been returned to us with assurances that nothing is wrong, however the issues we originally reported still seem to persist. As a result, we have sadly lost confidence in the vehicle, and my wife in particular now feels very uneasy driving it.We have attempted to raise our concerns with the dealership, but so far we have not been able to reach a satisfactory resolution. The matter has been passed between the dealership management and the after-sales team, but we still feel our concerns have not been fully addressed.I want to emphasise that we are not looking to pursue any legal action. We simply hoped that by writing to you we might be able to ask for your assistance in helping us reach a fair and reassuring resolution. We chose Volkswagen because of its reputation for quality and reliability, and we would very much like to regain our confidence in both the vehicle and the brand.If it would be possible for someone from your customer relations team to review our case and help guide us towards a solution, we would be extremely grateful.Thank you very much for taking the time to read this letter. I appreciate that you must receive many requests, but any assistance or direction you could provide would mean a great deal to us.Kind regardsS Ripleysteveripley39@yahoo.com07843140398

The complete inability of your Sales Team to provide any sort of service before, during and after purchasing my car is astonishing. For further details, see your Head of Business, GSM and Salesperson. There is an email trail they have, which I hope will help you understand my frustration.

Following an MOT at the garage, I asked about how to obtain a valuation, with a view to changing my iD3 to a new model over the next 6-12 months. The service team recommended to use the online valuation on the Lookers website which i did. I received a call later that day when I had to provide all of the car information again, and the man said someone would respond with a valuation very shortly. 24 hours later someone called from the sales team, saying they couldnt give any valuation without seeing the car, and would i like to test drive a new car. No one listened to me!

Despite committing to call me back, no one did

Friendly.

The test drive was cancelled on Saturday 90 minutes before by email and luckily we had not left our home. The test drive was rearranged for Wednesday. We arrived at the agreed time but the car was not available to test drive, only to look at. Not heard from Lookers since then. I would still like to test drive the car.

I am writing to formally raise a complaint regarding my repeated attempts to obtain the service history for my vehicle, registration HR19 MPZ, from Lookers Guildford.I am currently in the process of selling this vehicle and require the service history as a matter of urgency. I have contacted your dealership on several occasions requesting this information but, to date, I have received no response or update.This lack of communication is extremely disappointing and has now begun to delay the sale of my vehicle. As the servicing was carried out through your dealership network, I would expect this information to be readily available and provided promptly upon request.I would appreciate it if you could please arrange for the full service history for vehicle HR19 MPZ to be sent to me as soon as possible. If there are any issues locating the records, please contact me immediately so that we can resolve the matter without further delay.If I do not receive a response within the next few days, I will have no choice but to escalate this complaint further within the Lookers group.I look forward to your prompt response.

Your agent didn’t get back to me ( his manager was also CC’d into the email) I wanted to know about refinancing the car I had at the time which would have been a viable option for me, but heard nothing. Emailed twice about the same issue and still heard nothing. Disappointed but to be honest, everything happens for a reason. With this in mind, we actually excluded VW from our search and have part exchanged the vehicle and gone for a different brand, bought a new car, spent more a month and won’t be buying a VW again!I also find the whole process very frustrating, the only email communication I got from you regarding the car was about buying a new car. I asked on three different occasions (phone and 2 emails) how refinancing would work or going for a second hand car and it felt like you weren’t interested if I wasn’t going to by a new car from you!

I raised a complaint a couple of weeks or so ago following my visit in reg no VW22 OCN.I am yet to receive a response which i find quote disgusting indeed.What's the point of having a complaints procedure?RegardsIan