The usual professional and attentive service from Sophie

Good Morning,I am writing to urgently escalate an ongoing issue regarding my vehicle, which is currently with your Lookers Volkswagen Newcastle branch on Scotswood Road for a warranty repair on the mechatronic unit.When I dropped the vehicle off, I requested a courtesy car. As this was an unexpected booking, I accepted a brief delay and was explicitly informed that once the Volkswagen warranty claim was officially accepted, a hire or courtesy vehicle would be sourced for me through the warranty programme.My warranty claim is progressing, but despite calling the dealership multiple times for an update, promised callbacks from your service team have completely failed to materialise. I submitted a formal request early this morning for the Service Manager to contact me with high priority, but once again, I have received no contact. This situation has now become critical; I work early shifts, and being left entirely stranded is causing immense difficulty and disruption to my employment.Regrettably, this is not an isolated incident. I experienced an identical lack of communication when I first purchased this £22,000 vehicle from you. The travel assist function failed within 24 hours, requiring a new steering wheel. It took numerous ignored calls and me ultimately threatening a full statutory rejection and refund of the car to get Lookers to resolve the matter.Face-to-face your employees are polite, but your aftercare service is entirely unacceptable for a premium brand.Given that this £22,000 vehicle has now suffered two major mechanical/electronic failures and I have been repeatedly ignored by your team for call backs, I am requesting:1. Immediate mobility: An update by the end of today on when a courtesy or rental vehicle will be provided.2. A Formal Complaint Case: I want this logged as a formal complaint regarding poor service levels.3. Compensation: I expect a formal proposal for compensation to reflect the severe inconvenience, cost to my commute, and lack of care I have experienced as a repeat issue.I look forward to hearing from an executive customer manager today.Kind regards,

Circa one month ago, I enquired about a vehicle but did not proceed on finding out that the mileage was more than double of what was advertised. I did NOT consent to my contact details being retained and used for marketing purposes. Marketing consent must be opt-in to comply with the GDPR and PECR. Since receiving both emails and SMS marketing messages, I have had to unsubscribe and send STOP in order to stop receiving messages. However, I continue to receive messages. The SMS opt-out by sending STOP to 87800 does not work, it returns 'not delivered'. As a DPO of a large organisation, I am writing to require you to stop messaging me (email and SMS). If you do not, I will be passing everything to the ICO.

Philip always looks after my needs.

Dan the salesman was more than welcoming

Dear Sir /Madambuying a car from lookers was a great experience really well looked after .my thanks to the Manager Mr Patrick Aarchbold and his sales executive Mr Simon.Dixon really enjoyed buying the car cant thank them enough.best regardsKeithJoblingninging

There is always room to improve

Not a transparent process. Resulted in me requesting my deposit to be refunded, which I am still waiting for after a refund being confirmed.

Got the information I wanted on line quickly and easily

Very helpful friendly informative staff