Very well - please stop emails re how you did. This is the third I have replied to

You all did very well. I was particlarly impressed with the service we received from your salesman, Pierre.This was not the first time I have bought a vehicle from you and your service and that of your predecessors has always been first class.John Brennan

We bought this car in March 2024 from Lookers South Shields (under my husband’s name, Gary Davison). We were sold an Emac service plan, and it was serviced March 2025 with no issues (it’s a VW Golf). The oil warning is flashing so I’ve contacted Lookers South Shields again to book a service for 2026, only to be told you can’t find the plan - I explained the direct debit goes to EMac, the advisor said that was causing some confusion as a VW would usually only be under a VW plan, but it must have been that the salesperson only had authority to sell an Emac plan at the time. It was booked in for service on 23.1.26 - the day before someone from Silverlink rang me to ask how I was paying as I don’t have a plan. I explained it all, rang back South Shields, they emailed Silverlink, all was fine for the service to go ahead. I got to Silverlink on the 23rd at 10:30 on the dot, spoke to a woman and the same man who had called me the day before, handed over the key, checked the service plan was OK, confirmed it was a 2 hour wait, and went to the waiting area. At 1:15pm I got a text message to say the car was listed as arrived. A few minutes later the same man who I saw on arrival came over to me and said that because the car was brought in late, it has just been started and should be ready in 2 hours. I didn’t have another 2 hours, and at this point the service was appalling and nothing like I’ve ever had from Lookers. I have rearranged for 16th February so they can do the service and MOT together. But I need some honest feedback:- 1) did they decide that I should just do the service and MOT together in one session and wanted me to come back later (I had told them at 10:30am that the MOT was due 6.3.26 but I’d brought it for service due to the oil light flashing), or 2) can they not be bothered with the issues around the service so didn’t honour the appointment (they had said something about having to just take South Shields’ word for it that they would get paid, and it doesn’t go through like a VW service on the paperwork).

Salesman was friendly and helpful and not too pushy

HelloWe completed a purchase and picked up an Audi Q2 18 reg from VW Lookers at Silverlink Wallsend Tyne and Wear. The purchase went through ok and I gave them a 5 star rating. This was on 18 November 2025.We drove it on two local journeys then on Friday 21 November my husband turned the ignition as he was taking me to work and the car made a horrendous noise. As he has some mechanical knowledge he knew not to do it again and rang the garage. They told us we had breakdown cover with RAC so ring them to pick it up and take it to the garage. I had to then pay £5.60 to get to work by train. My husband then had to deal with RAC and the car was to be picked up. Because my husband had to stay in and we have no other transport I finished work at 5:15 and did not get home until 7 as I had to use public transport and then a ten minute walk in the dark alone as my husband couldn’t leave the house. Nine and a half hours after it was reported a mechanic from a subcontractor to the RAC came he was very helpful and agreed we did the right thing by not trying to star or drive the car and said it was the cam shaft belt. He advised that the car was to go to the garage but he hadn’t been told to pick it up.The next morning I rang the garage and spoke to a manager called Phillip Godfrey.To his credit he organised the pick up and a courtesy car for us so we got a lift from a neighbour to the garage. Five days later we received our car back and was told the problem was resolved.Within 24 hours the brakes began squealing. We drove around for a couple of weeks hoping that it would go but unfortunately it didn’t so we contacted the garage and booked it in.After several hours we picked the car up. We were shown a video and got a report of what had been done. The report said that the brakes were in the amber advisory column. I was not happy with this after just having the car for a matter of weeks so I was offered by the lady on reception that she would get a manager called Simon Milne to ring me. I accepted this proposal. Simon rang me on 18 December but I was at work and was unable to take the call. He also emailed me and copied in Darren Dixon and Philip Godfrey saying he was now unavailable due to the Christmas break and one of the managers would contact me. In the meantime the brakes on the car had started squealing again so I was extremely unhappy.By the 4 January 2026 I still had not been contacted so as Darren was the service manager I emailed him raised my concerns and he booked the car again. On this occasion I was told that they had taken it out for a test drive and could not hear any squealing. They did not look at the car. I did not receive a call from them so rang to ask what the progress was. I agreed to collect the car and return the next morning and went out with a technician. Unfortunately on that short journey the brakes did not squeal but I had a long conversation with the technician who advised that he was the person who worked on the car when it first went in. He explained very kindly about the brakes and how they work but couldn’t understand why they were squealing still.Once I had the conversation I came away drove a few hundred yards and low behold the brakes squealed. Sods law it seems! But nevertheless it’s still there! What I didn’t understand that nothing seems to be able to be rectified unless they hear the squeal but surely as qualified technicians looking at it again would be more informative and beneficial.I have concluded from this that the car was sold to me with the minimum left on the brake shoes and pads and the garage is hoping that no issues will come up but this is not the case.Due to this and the first problem of the loose bolt and now the brakes I have no confidence in the car and I am worried when I drive it. This is not what I expected when I bought it. I came to Lookers thinking that I would not only get a good service but a good car but in my case all I have had is stress. My daughter and brother have also bought cars from different Lookers garages in the past six months and had no problems whatsoever. My daughter’s car is the same year and model so telling me that the problems are because of the cars age does not make sense.Also I would like to add that on top of the cars problems I was not sent out the paperwork for the warranty’s. I contacted Philip Godfrey and requested them. He sent out the three month warranty. I then had to go back and inform him I had also purchased the extended warranty. He replied he would have to check with admin if our car was eligible. I then had to chase this up again after a couple of days as I was worried as I had paid over £500 then was being told that I might not be able to have it.I am still in the timeframe of sending the car back and claiming a refund. I have looked at my consumer rights and it states I have to give the garage one chance to put it right. I have given them two so I feel I have been more than fair and I am still having problems.I am now submitting this as a formal complaint and I will await your response as how to take this forward with a satisfactory outcome.I can also send you the email trail if you need to clarify further what I have said.Kind regardsCarole Kelly.Sent from my iPhone

I contacted this branch to repair my car and was told to bring it along for a quote. I was told to bring it along on the 21/01/2026. I was told that the branch was open until 17:30hrs and someone would give me a quote upon arrival. I finished work and travelled from Ponteland and reached the branch at 16:30hrs only to be told that everyone had already left! No communication had been given to me to alert me of this and to save myself the 1 and a half hour round trip to the branch and then home

Good experience from start to finish

no car in showroom to look at

Hello againYou don’t seem to have seen my message from the other day, as I haven’t had a reply.Please see below message again and feed back as soon as you possibly can.As per message, I booked my grandads car in for 10:30am. Not 3pm, so once again, I ask for an explanation.ThanksAndrewSent from Yahoo Mail for iPhoneBegin forwarded message:On Wednesday, January 14, 2026, 12:12 pm, andrew swanwrote:Hello.I’m disappointed to learn that my grandad was told that his MOT was at 3pm, rather than the 10:30am on this email from when we organised it?Can I have an explanation as to why this was changed without letting me know?Not great when an 83 year old man gets messed about.ThanksAndrew

Thank youAs discussed- please could you confirm that the curtosey vehicle for myself and Rebecca's booking will be free of charge, including insurance?Hi Jonathan,Sorry I have not got back to you yet; I have emailed to branch direct and awaiting reply.This was you will have a solid confirmation from the branch itself and I will email there response to you but maybe on Monday now.ThanksKashHi Kash, ive still not had confirmation that I won't be charged for me and my wife using the curtesy cars? ThanksHi Jonathan,Sorry I have not got back to you yet; I have emailed to branch direct and awaiting reply.This was you will have a solid confirmation from the branch itself and I will email there response to you but maybe on Monday now.ThanksKashKashaf ShazadCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: Kashaf ShazadSent: Thursday, January 15, 2026 10:53:38 AMTo: Jonathan SmithSubject: RE: Booking ConfirmationHi Jonathan,Sorry for the late reply, I have been back and forth to the branch by email and there are not willing to offer the loans car for free as they need to cover the cost for the insurance. I have asked to make an exception but only way they agreed is to get both cars booked in for the same day with free loan car.ThanksKashKashaf ShazadCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukKash,That is simply not good enough. We have spent almost £80k on 2 cars, which as you even said, we have barely even used. You told me on the phone that the courtesy cars would come at no cost to me, and i am only finding this out now because i asked for confirmation in writing. You reassured me that it wouldn't be an issue. What would have happened if I didn't ask? Stung with a £100+ on the day with no notice?To find out both cars are faulty and you need the cars for 4 days in total, despite the letter saying up to 5 hours, and Lookers are now expecting me to pay over £100 for 4 days insurance.We have 2 young children and both work full time, in different locations, hence buying 2 cars. We cannot share a courtesy car. It is not feasible. If we could share a car, we would have only bought 1.If Lookers aren't willing to cover the cost of insurance, I will ensure my next purchase is from a company that values their customers.If Lookers are willing to pay for 2 days insurance, why can the cars not be done on 2 separate days within the "up to 5 hours" which the letter both me and wife received said?Please can you escalate this to your manager immediately.Thank youSent from Outlook for Android________________________________________From: Kashaf ShazadSent: Thursday, January 15, 2026 11:26:34 amTo: Jonathan SmithSubject: RE: Booking ConfirmationHi,I totally agree and understand where you are coming from after spending a large amount of money on purchasing 2 new vehicles from the Silverlink branch.As I mentioned I have literally been back and forwards by email to branch and really tried my best to get the charges deleted. The £36 charge per vehicle is per booking and not per day.Please could you email our complaints department on vehiclecomplaints@lookers.co.uk and escalate to them.ThanksKash