The garage is refusing to repair my car under their legal obligation from the Consumer Right Act 2015 and is insisting I use my warranty.

turned up and was left waiting didn’t really know who we were then told the car we were looking at was under negotiation but we could still take for a test drive - was told we’d be called back if the car was still available and did get a call. 1 week later got a call to see how we were doing to be told the car had just been sold. Quite frustrating as we would have bought that car have now purchased else where

Poor experience with sales team. Still awaiting a quotation even now. Gone to another garage.

Reserved vehicle was not available, reservation fee taken twice, emails regarding refund have been ignored and no money has been refunded.

Customer has tried to call a few times as she requires her policy number for the minor protection which was taken out when vehilce was purchased. Pease call and supply the policy information customer requires this in the next 48 hours .

TICKET 84023447. I wrote to you on 13th Nov, we were missold our service plan. You replied on 16th Nov and advised us to give it 14 days. I wrote to you again on 1st Dec and still nothing from you. Regarding the red warning on my service plan where you wanted to charge £500, I took further advice regarding the track rod ends. They have been changed and it is obvious that they were Not perished or cracked, the mechanic gave the track rods back to us to show us. VW wanted to carry out work that was not necessary. This is very worrying and I am seeking advice.

Communication and the helpCameron offered was greatly received. He really did try to help as much as he could

I am writing to raise a formal complaint regarding a used vehicle I purchased from Lookers Volkswagen Guildford.After owning the vehicle for several months, I discovered a Europcar sticker hidden on the underside of the boot floor. This raised concerns that the vehicle may have been a rental car prior to my purchase - information that would have materially affected my decision to buy it.I asked the dealership to confirm the vehicle’s prior use. I received a response from Sean Grant, General Sales Manager, stating that Lookers purchases vehicles from VW Financial Services (VWFS) via a portal and that prior use information is not provided, just that the prior owner was VWFS. He advised on 11/11/25 that he would attempt to make some calls but has not responded further. I have attached the full email trail below for reference, including the photo of the Europcar sticker. I have not received a response, or out-of-office reply, to my last email on 1/12/25.As Europcar is now part of VWFS, there is a realistic possibility that a Europcar rental vehicle would be registered under VWFS. This makes it particularly important that Lookers confirms whether the vehicle was previously used for rental purposes.Under the Consumer Protection from Unfair Trading Regulations 2008, traders must not omit material information that the average consumer needs in order to make an informed purchasing decision. Prior rental history is widely recognised in the motor trade as material to valuation and purchase decisions.I believe clarifying the prior use of the vehicle is a reasonable request, and the dealership should be able to obtain this information from VWFS.I am therefore requesting the following:1. Full disclosure of the vehicle’s prior use (including whether it was a Europcar rental or fleet vehicle).2. A formal response from Lookers explaining why this information was not checked or disclosed at the point of sale.3. If the vehicle was used for rental purposes, confirmation of what remedies Lookers will offer, given that this would have influenced my purchasing decision, and prior rental use would affect the vehicle’s resale value.Please acknowledge this complaint and confirm when I can expect a substantive response.I look forward to your prompt reply.

Very disappointed with the service at Lookers VW Guildford. So much so I don't think I will go back and will even move away from VW when I change my car (after owning 4 VWs in my life and using Lookers for the last 13 years). My wife has been similarly dedicated to VWs but she moved away from using Lookers VW a few years ago after similar poor experience. I took the car in (1/12/25) for a buzzing noise in the door lock to be investigated. On the day it did not make the noise and the garage said they could not investigate further, despite me wanting it to be stripped and serviced/inspected, as a security/safety item (the integrity of the child lock was part of the concern). I was disappointed to have made a wasted trip and not had the integrity checked but at pick up I was amazed that I was charged £180 for diagnostics when they had really just pressed the key fob, and actually refused to strip down. I also had asked for the tyres to be changed after an amber warning on tyre depth a few months ago at the same Lookers, but when they went to change them they said that the depth was actually much better than previously advised, so I felt like I had been poorly advised on that too. Lastly, the garage had no good system to agree car condition at drop off (e.g. agreement of damage/scratches) and this means the customer takes all the risk of damage when the car is in the hands of the garage. They used to agree condition on a form which I thought was a fair system. The 2 staff that I dealt with that day were, in my view, unpleasant, unwilling to listen to customer concerns, offered poor customer care, and the whole experience has left me upset and disappointed. I regret the effort of choosing Lookers, and due to the inability of staff/manager to reasonably listen, I think it would be illogical for me to return and hope for better experience.

Your team member Cameron was very helpful and pleasant, and showed me a VWT-roc which I test drove.He followed up my visit in a helpful way.