As always I was very happy with the service received. Demi was extremely professional and the work completed to a high standard.RegardsPhilipSent from my iPhone

'Phoned on Monday asking to arrange to view and test drive a VW ID.7 ex-demonstrator registration NA26SOU. Told it was with the sales manager who was off sick. Lookers phoned me back on Wednesday to say the car would be available on the Friday. I told you I would come into the showroom at 10:00 on the Friday. On arrival no one knew anything about the appointment and I was told that the vehicle I was interested in was Sold!I was offered an older lower spec. model, NG75UOX, for £35,990. I was offered £2,000 P/X for my car (WeBuyAnyCar.com had already offered £3K) and quoted £2.5K to fit a towbar. The most expensive quote I have received subsequently is £1,750.Next day I bought a GTX version with metalic paint and fewer miles. This garage offered me £3,500 P/X so I got a far better car for an additional £287.On leaving your garage I concluded that you were not interested in doing business with me and I won't be returning.

NA23GHBA repair was arranged through Premia Solutions at VW Newcastle on 14 May 26 Ref CL/78/435315.The repair was to fix stone chips and respray a rear door.As my vehicle has a Gardex paint protection I sent the body shop and email on 15 May to ask if the Gardex had been applied to the resprayed door.No reply received.I emailed again on 18 May asking for an update, again no reply.I have waited another full day and again no reply.I find this attitude towards customers is quite appalling.I am just asking a simple question which I need to know.Surely I am entitled to ask a question about my own vehicle.

Simon was great, love the car

I purchased a new car from Lookers VW Newcastle. From the very beginning the sales executive was a nightmare. We were told to visit the branch to test drive a car we had seen online for sale and when we arrived we were then told that the car is a sales executives and they were off sick that day and that we would have to return the next day to test drive it.The real issues started on the day of collection of the car. I was asked to attend the branch to collect my new car at 3pm. I then received a phone call at 2.30pm saying that the car wouldn't be ready until 5pm which was disappointing as I had taken a days holiday from work to allow me to be able to attend at 3pm. Had I known it was going to be 5pm I could have come from work to collect the car rather than sit around all day waiting.The handover was carried out and the sales executive left us to drive the car away. I then realised that they had not mentioned the breakdown cover or the minor damage policy that I had purchased so I went back into the showroom to ask what the situation was with them. I was told that there would be something in the glove box regarding the breakdown policy and that they would email me the minor damage policy information.When I arrived at home, I remembered that I had taken out the GuardX and likely should have received a pack of items as I had always done with other brands of vehicles that I have purchased previously. Once again I contacted the sales executive who said that she had forgotten to give it to me so I had to return to collect it. It made me wonder whether had I not questioned this, would I have ever received it, probably not.I also had to keep chasing when the finance team were going to settle the outstanding finance on the car that I had part exchanged, that went on for days.When I eventually received an email with the minor damage details on, I discovered that the attachment would not open so I attempted to contact the sales executive both by telephone and email but did not receive a response. I then called the branch several times and the sales department never picked up the phone so I spoke to a lady on the service desk who took my details to pass on to the relevant team but that didn't result in a call back either. I then called the Lookers general complaints department who advised me to email the GDPR department and they would send me the paperwork, which they very kindly did.Now today I have contacted Premia with regard to the minor damage protection policy and they have informed me that Lookers have registered the incorrect vehicle registration with them so now I need to send a copy of my V5 in to have this corrected.My experience of purchasing a new car through Lookers VW Newcastle has been very disappointing from start to finish. I have purchased vehicles through Lookers before but never this branch and I won't be using them again for sales. I feel that the sales executive didn't seem to have sufficient knowledge about anything and in fact she told us that I would be able to settle the PCP finance within 14 days and not incur any interest, which turned out to be incorrect as when I called VW finance to settle it in the days following collection of the car, I did indeed have interest to pay.

Contacted to arrange a test drive of a VW ID.3. Received an email that said they had tried to ring me, but there was no missed call on my phone. I rang back to speak to the author of the email and was told he was busy on another call. I asked for him to ring me back when he was free. He did not. I replied to the email giving my availability for the test drive and restarting my phone number. No call and no email response received in 5 days. The only reason for a second star is that the person who answered my phone call was polite and seemed to be helpful, so the fault appears to lie with the author of the email and not the man who took the message.

The overall experience was good. But it took so long to arrange a date around our days off. Conflicting information was slightly annoying too. Someone told us we'd have the car for a couple of days and we couldn't as we'd need to wait for 3 weeks to do that and we wanted to try the car sooner. We've test drive 5 different cars from different brands and organising the VW test drive took the longest and was the most frustrating despite us choosing a VW as pur favourite car. The process around organising the test drive should be easier.

Trying to push into car I didn’t want

Good afternoon,I recently contacted your servicing department to book my vehicle in for a service, for which I was given the earliest available date of 22 June. At the time of booking, I also advised that my air conditioning was not functioning correctly and would need to be checked as part of the service.Since making this booking on Monday 27 April, the weather has become significantly warmer, and my car has been extremely uncomfortable to drive due to the lack of working air conditioning.I called again today to ask whether my appointment could be brought forward given the air conditioning issue. I was informed that my vehicle has an outstanding recall and that, due to this, the dealership cannot address the air conditioning problem. I was also told that the car cannot legally leave the dealership without the recall being resolved, which may take a significant amount of time.I am very concerned by this situation and find it unacceptable that I am expected to continue driving a vehicle without functioning air conditioning solely because there is a recall issue that may take considerable time to fix.Please could you look into this matter and advise whether there are any options to have my vehicle seen sooner, or any alternative solutions available?Vehicle details:VW TiguanRegistration: YK74 XEUMileage: Approximately 31,000(1-link car)Thank you in advance for your assistance.Kind regards,Sarah

Dear Lookers Volkswagen Newcastle,I am writing regarding my 2017 Volkswagen Golf GTI (registration WR67 WNJ, VIN WVWZZZAUZJW100931), which was purchased from your dealership.Shortly after purchasing the vehicle, I raised concerns with your technician about jerky and inconsistent gear selection. The car was not connected to diagnostic equipment, and I was advised that because no warning lights were present, there was no fault to investigate. I left feeling that my concerns had not been fully addressed, but at the time I did not know what further steps I could take.The issues I reported have progressively worsened, so I arranged a full diagnostic inspection. The findings have raised serious concerns about the condition and specification of the vehicle at the time of sale.A VCDS diagnostic scan has confirmed that the car is fitted with a DQ250 DSG gearbox, whereas my VIN confirms the car left the factory with the DQ381 7 speed DSG. I have also spoken with Lookers Volkswagen, who confirmed that no gearbox or mechatronic work has ever been recorded within the Volkswagen network, and that the only note on record was the concern I raised shortly after purchase regarding poor gear selection.This means the gearbox currently fitted to the vehicle is not the original factory installed unit, and there is no record of any authorised replacement. The symptoms I reported immediately after purchase are consistent with the mechatronic and gear selection faults now confirmed by diagnostic testing.Given these findings, I would like to understand:• Whether your dealership was aware that the vehicle was fitted with a non original gearbox at the time of sale• Whether any such work was disclosed to you by the previous owner or supplying dealer• Whether any inspection records exist from the time of sale that may clarify the condition or history of the gearbox• What steps you are prepared to take to help resolve this situation, given that the symptoms were reported to you shortly after purchase and the gearbox fitted does not match the factory specification for this modelI am not seeking to apportion blame; I am simply trying to establish the full history of the vehicle and reach a fair and reasonable resolution based on the evidence now available.I would appreciate a written response within 14 days so that we can move forward constructively.Yours sincerely,William Morgan