Darren was very helpful and professionsl

Purchased VW Toureg July 2025Requested service record monthly since, sold by M.Brent to me, requested higher authority due to no satisfaction, communicated with Philip Godfrey, despite assurances now ignoring emails.I purchased vehicle from VW dealer assuming a quality product and service, it came with only one working key , replaced after 2 trips to Edinburgh and 5 hours waiting time.Car will not have the relevant resale value when I eventually sell without Service History

Sales didn’t look interested in helping.Was told there was no cars matching my requirements and hardly any interest in finding one.Bought a car from another dealer instead.This is the second time I’ve went to buy a VW from lookers and found better elsewhere.

Back and forth from sales, have purchased two new cars over last 4/5 years now and when I emailed back got nothing back from sales agent.Will probably start looking at other brands now.

I was very happy with the communication I received

From: darren porterDate: 19 October 2025 at 09:54:38 BSTTo: ContactVWSilvelink@lookers.co.ukSubject: ClutchI am writing to inform you after seeking legal advice I’m taking your company to the small claim court unless I receive a satisfactory response or resolution within 28 days.I brought my car to VW Silverlink North Shields on 5th August as my car was making a squealing noise when engaging the clutch and also a roller skate noise when clutch was down and car moving (in between gear change) which potentially could of been bearing . The technician rang me late afternoon to inform me there was nothing wrong with the clutch so any work may not be covered by the warranty & since they already had my car stripped down they would advise me to get a new clutch anyways as I would now have to pay £1,000.00 approximately in labour. I gave permission for this. On collecting my car I paid the £1,500.00 bill, I asked for the clutch & took to a mechanic. This mechanic informed me the clutch was worn only on one side which indicated it was warped therefore faulty. My car no longer made the noise after the new clutch was fitted. I contacted your complaints department for it just to go back & forth with VW saying I gave permission to replace the clutch . I am not disputing I gave permission to replace the clutch ( as per advice from your technician) I’m disputing the fact the clutch was faulty as my car no longer makes the noise.I’ve enclosed a letter from the mechanic I had check the clutch.Also please note when I first brought the car to the garage on 5th August the technician could not hear the noise & I had to take him for drive to hear it. He then said he would book it in for 20th August . When I got to the garage 8am on 20th August my car was not booked in & had to book it in there & then which then resulted in VW having my car for a day & half resulting in loss of earnings of approximately £430.This is my first time buying from VW & this is not acceptable service. I believe my car had a faulty clutch & therefore covered by warranty & expect a full refund.I look forward to you response.Mr D PorterFrom: darren porterDate: 19 October 2025 at 09:54:38 BSTTo: ContactVWSilvelink@lookers.co.ukSubject: ClutchI am writing to inform you after seeking legal advice I’m taking your company to the small claim court unless I receive a satisfactory response or resolution within 28 days.I brought my car to VW Silverlink North Shields on 5th August as my car was making a squealing noise when engaging the clutch and also a roller skate noise when clutch was down and car moving (in between gear change) which potentially could of been bearing . The technician rang me late afternoon to inform me there was nothing wrong with the clutch so any work may not be covered by the warranty & since they already had my car stripped down they would advise me to get a new clutch anyways as I would now have to pay £1,000.00 approximately in labour. I gave permission for this. On collecting my car I paid the £1,500.00 bill, I asked for the clutch & took to a mechanic. This mechanic informed me the clutch was worn only on one side which indicated it was warped therefore faulty. My car no longer made the noise after the new clutch was fitted. I contacted your complaints department for it just to go back & forth with VW saying I gave permission to replace the clutch . I am not disputing I gave permission to replace the clutch ( as per advice from your technician) I’m disputing the fact the clutch was faulty as my car no longer makes the noise.I’ve enclosed a letter from the mechanic I had check the clutch.Also please note when I first brought the car to the garage on 5th August the technician could not hear the noise & I had to take him for drive to hear it. He then said he would book it in for 20th August . When I got to the garage 8am on 20th August my car was not booked in & had to book it in there & then which then resulted in VW having my car for a day & half resulting in loss of earnings of approximately £430.This is my first time buying from VW & this is not acceptable service. I believe my car had a faulty clutch & therefore covered by warranty & expect a full refund.I look forward to you response.Mr D Porter07834223404

Very good , was able to do a test run. Salesman was very informative, but we leftit to late to make ours mind up with the vehicle we tested, and unfortunately itwas sold. We may look again soon.

Today I telephoned silver link to get advice on what to do as my passenger door handle had fell off (my q5 is barely one year old) and was passed on to someone who spoke with a technician who said I would have to book it inThe man said he would get someone to call me back to arrange thisNo one didI then rang 5 hours later and was told that they were short staffed but promised someone would call me back todayNo one has!This is now the third issue I’ve had as I bought service plans in 2021 and 2024 to which both times I paid up front yet I had moneys taken from my bank account on both occasions even though I was promised the second time it wouldn’t happen againI have twice bought brand new q5s so would think that I was at least worth a phone call as I now have bits falling off my year old carTo say I am disappointed with Audi would be a massive understatement

Good afternoon,I have received this email today which does not even have the courtesy of addressing it to me.Following my previous service my Golf developed a misfire which resulted in me having to take it to a local VW specialist.What they found was concerning. The spark plugs had not been correctly tightened and twi of the coil packs were mis-threaded.Given on the previous service you had incorrectly said a Haldex service was required which I paid for how can I be assured your claims in the email below are correct?Luckily following compression tests and having to have the cars injectors looked at with a cost of £600 my car was OK. The car had only done 2500 miles since the service.I advised Scott of this but heard nothing further so clearly you only wish to go through the motions.You claim to have highly qualified mechanics but on the two occasions my car was with you, I was failed twice and with very little customer service from Scott and Amy.Can you advise why I should leave my car with you for the service and MOT following what has happened previously?Kind regardsGraeme

Hi,We purchased a new car from VW Silverlink Wallsend on the 1st September. The car had a couple of faults one being the operation of the front wipers with the noise and juddering in operation from them. We returned the car for this to be inspected when the car was only a couple of days old, but was told they had been cleaned and were ok. We persevered with this and at the time continued to have little rain. However as the weather has since changed it is apparent they are not correct and there is an issue.Rather than wasting my time any further as we’ve back to the dealer now on 3 separate occasions for other issues (another issue is still unresolved), I’ve tried to source genuine replacement wipers at my own expense to resolve.Please see emails below.Not received a formal response, so forwarding on as to what I’ve stated below.RegardsAndy Higgins07519 649874Sent from AH iPhoneBegin forwarded message:From: Andy HigginsDate: 28 October 2025 at 12:14:23 GMTTo: Matt Lynn, Darren DixonCc: Karen HigginsSubject: Complaint - Mrs K Higgins - VW Polo GTI - NJ75CCOMatt / Darren,We still have an ongoing issue with the wipers on our new car collected on 1st September, both blades are bouncing across the windscreen under normal automatic operation on the lowest setting.But the main reason why I have sent this email is regarding a recent phone call this morning to your parts department.I’ve been looking to see online to see what the cost is for us to buy new genuine VW replacements to resolve this issue and found a main VW dealer elsewhere who list the replacements with a cost and part number to buy and deliver out (£42.00 retail but with a 22% discount down to £32.68).To double check this is the correct part number I phoned your parts department for a cost and thought if the price is similar, I will just buy some replacements from yourself and resolve this issue with no more fuss, to which I’ve been quoted £48.00 + VAT.As this price is considerably more than what I initially found online, I thought this is not necessarily a problem as I can buy elsewhere so asked for the part number for these wipers to make sure it matched the one online making sure they were definitely correct, but was told he could not issue or give out the part number?I find this unbelievably poor customer service, bearing in mind I was looking to buy these to replace a problem with a new car which had previously been highlighted as an issue when the car was only 2 days old.If this is the way customers are treated with a genuine enquiry, we will never be setting foot in your dealership again and any future servicing or parts will be undertaken elsewhere.Before I forward this email onto VW UK Customer Service and Lookers Head Office, I would like to know why you would not help and appear to be protecting an inflated price.RegardsAndy Higgins07519 649874