Dear Branch Manager & Area Manager, and Lookers VW complaintsI am writing to formally raise a complaint regarding my 2024-registered Volkswagen vehicle purchased from your dealership in July 2024, and to notify you that this letter constitutes a Letter Before Action. This complaint has been escalated to head office and Volkswagen UK.I am a self-employed driving instructor and rely entirely on my vehicle for my livelihood. Since purchasing this brand-new car, it has developed the same fault with the front left indicator on six separate occasions, the first one being on 23.10.2024, just a few months after the purchase. Each occurrence rendered the vehicle unroadworthy and required me to return it to your branch under warranty.On each of the first five visits, the issue was only temporarily addressed, with no lasting repair or proper root cause investigation. This resulted in the fault repeatedly reoccurring, causing serious and ongoing disruption to my business. It is unacceptable that a recurring safety-related defect was not escalated or properly diagnosed at an earlier stage.During the most recent visit, my vehicle was retained for seven days. I was eventually informed that the fault had only been identified after significant disassembly of the vehicle, including removal of the front end, and replacement of the entire headlight unit.At this point, I was unexpectedly informed that my vehicle had allegedly been involved in an accident, and that this invalidated my warranty. I was required to pay £2,000 immediately for the repair. I strongly dispute this claim. I have no knowledge of any such incident, and there were no visible signs of damage to support this conclusion on the outside of the car. Furthermore, this allegation was only raised after six failed repair attempts, which calls into question both the accuracy and timing of this assessment.Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and durable. A vehicle experiencing repeated identical faults from new, and requiring six repair attempts, clearly does not meet these standards. Furthermore, where a fault cannot be repaired within a reasonable time or without significant inconvenience, I am entitled to remedies including repair, replacement, or compensation.Your failure to properly diagnose and resolve this issue within a reasonable timeframe, combined with the financial loss and business disruption caused, represents a clear breach of my statutory rights.As a direct result of your actions and omissions, I have suffered the following losses:• My vehicle has been off the road on six separate occasions, totalling over 15 days.• Loss of earnings at £320 per day, totalling £3520.• Loss of students, missed driving tests, and reputational damage to my business.• An unexpected £2,000 charge, which I was forced to place on a credit card.In light of the above, I formally request the following:1. A full written explanation as to why the fault was not properly diagnosed and resolved after the initial occurrences.2. A detailed justification, supported by evidence, for the claim that my vehicle had been involved in an accident and that my warranty was therefore void.3. Full reimbursement of the £2,000 repair cost.4. Compensation for loss of earnings totalling £3,520.5. Additional compensation for inconvenience, business disruption, and reputational damage.Please note that I have already referred this matter to Citizens advice who are referring my claim to trading standards and I am in the process of seeking legal advice.If I do not receive a satisfactory response within 14 days of the date of this letter, I will proceed with further action without notice. This may include initiating a claim through the County Court to recover my financial losses, as well as any associated costs and interest.I would prefer to resolve this matter amicably; however, I am fully prepared to pursue legal remedies if necessary.I look forward to your prompt response.Yours faithfully,Petrica Catalinacatalina.petrica@gmail.com07479405810

I’m writing to make a complaint regrading my VW service plan and recent visit to Lookers.I purchased my vehicle in May ’25 and salesman Aaron Purdy included a 2 yr free VW servicing plan in the PCP deal. No details were given to me of the service plan, only a line item shown on the vehicle order form. As a layman, it’s reasonable to assume the plan would cover the service requirements of the vehicle at the scheduled intervals. Unfortunately, that wasn’t the case.The vehicle required a 20k miles major service, and a this was booked in on Friday 20th March. During the course of the day I was advised that the service plan only covered minor / interim items and that items for a major service would be at extra cost, circa £160 - £200. After returning to the dealership I spoke with Patrick (surname I don’t know - head of sales I think?), where I explained the issue and said I felt misled because the service plan information and exclusions should have been shown to me at the point of sale. He said he would ‘take that on board’, however this doesn’t help my current situation as presently my vehicle hasn’t received the correct service and I’m now expected to fund the work required. I asked if I needed to get these additional items carried out (spark plugs & air filter), and he advised that this was ‘up to me’. I left the garage feeling frustrated and disappointed.As stated, my vehicle has received only an interim service where it should have been a major service at this interval.I’d like to know:1. Why no details - including exclusions - were given to me regarding the service plan at the point of sale, nor afterwards in any paperwork. This information could have had a bearing on my decision to purchase the vehicle.2. What outstanding work is required to keep the vehicle in line with its servicing requirements.3. What Lookers can offer regarding this cost and inconvenience, given I wasn’t told of the service plan exclusions and limitations.I look forward to an early response.

Only 1 thing they want my car 4000 less than everywhere

The sales agent, Francisco was very helpful, knowledgeable in helping to choose the right car

Dear Claire,I just wanted to follow up regarding the warranty extension you mentioned passing to the management team.Please let me know if there are any updates.Kind regards,Chin Hung Wan

Lookers Limited, VW Scotswood Road _ LOLER Record no: E59522006642ood afternoon,Allianz has forwarded a LOLER thorough examination report identifying defects that present a danger to persons.Under LOLER Regulation 10(1)(b) and Regulation 10(3), where a competent person finds a defect involving an existing or imminent risk of serious personal injury, they are legally required to notify the enforcing authority.The purpose of this notification is to allow the Local Authority to ensure that unsafe equipment is taken out of use, or to take enforcement action if necessary.I am therefore writing to request confirmation that, as the duty‑holder, you have either remedied the defects identified on the diverter pulley or taken the affected equipment out of use as applicable.Can you please provide a response by Friday 13th  March 2026.Kind regards Chloe Nicol (Senior EHO)

Totallly insulted by the trade-in price offer for my car as part of a deal to purchase a new car from yourselves

Sales person was polite, well mannered and helpful. Overall experience very good.

Good afternoon,I booked my VW Tiguan in for a diagnostics test and selected the 'while you wait' option. I selected this option as I live in Alnwick, Northumberland, it is quite a distance to travel, and I do not have the time to leave it for the full day.When I received the confirmation email, I was advised that I could not wait with the car. There was no apology and no explanation whatsoever. Obviously, I was quite surprised, as this service is being offered on your website. I have previously booked a 'while you wait' with Stratstone MINI for my other car, therefore, I know this is a service offered by dealerships. I responded to the email and asked for further clarification. It took three reminder emails before I received a response; however, the only information given was that I would have to leave the car all day.... again, no explanation and no apology. So, I sent another email asking for an explanation as to why you are offering a service on your website that you do not provide. Unsurprisingly, I have not received a reply to that email.I am genuinely astounded at this shockingly poor customer service from the Customer Contact Centre at Lookers VW, Newcastle. When I bought my car from Lookers VW - Scotswood Rd, I could not rate them enough. They were brilliant during the sales and after sales process. We had an issue with the car during the warranty period, and again the service from the dealership was great, but my recent communication with the Contact Centre has been incredibly disappointing.I am still none the wiser as to why you can't provide this service. Is it only at specific dealerships? Is it just a temporary measure, or do you just no longer offer a 'while you wait' service? If this is the case, then your website needs updating.My car is booked in at Silverlink for the 14th April at 10.30am, therefore, I need to cancel this booking please.Kind regardsPaula Dalby

I came into VW looking to buy a car and the salesman was going to send some prices to me the following day and he didn’t bother so I went and bought another brand new vehicle from a competitor. I won’t be returning to VW due to this.