My car was booked for an MOT and minor service on Monday 12th Jan 2026. This was completed and I picked up the keys and paid approximately 5pm that day. I walked out to my car, and noticed what I thought was a mirror on the rear seat (driver's side.) On closer inspection it was the outer fuel cap. It has clearly been broken off at the hinge side. I immediately went back into the building to speak to service reception about why this had happened and why I had not been told about this at checkout. He said he would investigate and call me in the morning (Tuesday.) Having not heard anything, I called the service desk on Tuesday lunchtime and was informed that the technician had said the fuel cap was like that and he put it on the seat to prevent it falling off whilst driving. I explained that this makes no sense, as it was perfectly fine when I arrived, and if it would fall off whilst driving, it would have fallen off whilst driving to the appointment. I am also dismayed that I wasn’t even told about the problem and discovered it myself before driving off, after I had paid. Again, I was told that the Service Desk would speak to the technicians and try to establish whether ‘someone was trying to pull the wool over our eyes.’ I said that surely VW must be insured against accidental damage whilst a car is in the workshop, and he agreed and assured me that the repair would come out of the garage’s budget, but he still needed to investigate to establish the facts. He said he would call me back in the morning (Wednesday.) It is now almost 4pm on Wednesday 14th Jan and I haven’t heard back. I have called service reception a few times and left a message asking them to call. In summary, there are 4 related problems: 1 - My car was damaged whilst in the workshop. 2 - I was not told about the damage at checkout. 3 - A technician implied that the damage was existing (and therefore my fault) which is completely untrue. 4 - The Service Desk did not contact me when they said they would (or at all.)

I was contacted promptly & all questions were answered efficiently. Sales Exec, Darren Wills was very professional and explained everything to me in a polite, friendly manner, thank you Darren

It is with deepest sadness that I have to write this complaint , however I feel it is paramount in preventing this behaviour and protecting the reputation of once a well trusted company.I’ll start from the beginning and I can’t express enough the level of professionalism and compassion shown by Steven Robertson and Daisy Powell. Their service left us feeling assured we made the correct decision in choosing LookersVW.However this all changed on the 5th of January 2026. What should have been a simple phone call to arrange our car to be booked in for a service and MOT , transpired into a lengthy and vulgar experience, leaving my partner feeling trapped and disgusted.For record , the call began at 1:16pm and lasted well over twenty minutes. My partner was ridiculed for even daring to book the MOT and service , with language used that should never be even thought of in a customer service role. The call should be recorded but some of the highlights include verbal entrapment when trying to desperately end the call , we where told to “go to Halfords instead” and the general tone of the individual was far from acceptable. I myself had to leave work early to console her. This has left us having to take more time off work to try and arrange our MOT before the Saturday deadline and seeking professional help for a traumatic experience.I understand new ownership has taken place since we joined the lookers family , however I did expect the original ethos of professional to still be maintained. The thuggish representative we spoke too has left us deeply regretting our decision to choose lookers , or continue with further dealings. We are now forced to spend a great amount of time and money , desperately searching for a solution to this.I would appreciate if a solution cannot be reached that this incident is then escalated to the highest possible point.Reg number : SK70 GOJFollowing the tireless work of Beth Birleson , the MOT has now been booked for the vehicle. A gesture greatly appreciated. However the initial complaint still stands , I hope to hear from you soon with how we proceed.

Ordered in October with toni, I specifically asked for windows as a extra due to disabilities, she also said it was due in feb 2026. She then left, it was passed over to taylor and he has just called to say the car is ordered but its without windows, and it wasn't due in till march/april, and if I need windows I have to put a new order in and now it won't be due in till August 26, and the advance will be alot more. Im really upset and stressed as im without a car.

Tkt 84578468 ‘we will contact you within 14 days’14 days is 28th DecCurrent date is 4 th January

I left a negative review online which you responded to and asked me to email this address. I had a disappointing experience with one of your sales reps Matthew Brent. I am a Sales Director, and I am astonished that a sales person would be so rude to someone trying to buy a car from them. I was enquiring regarding the attached car and the specification I am looking for is oultined below. I have a Mazda CX30 to part exchange but the impression I get from Matthew is that Lookers won't be able to make an offer close to what I would get elsewhere (which is fine he just communicated it in an unprofessional way), so I will sell via MotorWay or CarWow and pay cash for a Tiguan. My spec is below, if you can help great, if you can't then no problem.

Brilliant but car has to go back in as waiting for parts. Thanks so much for work done so far.

Excellent.thanks to Halley.

Polite and professional sales assistant.Clean premises and tidy.

I’ve purchased all of my cars from lookers and I find them a really good car dealership however on my last experience I’ve tried to get a deal done and have heard nothing since