Lee was first class

My experience of buying a used VW Polo from Lookers.27th February I took delivery of a used VW Polo. The car came from Northallerton. The MOT had not been done and was booked in for 11th March.10th March rang sales to say stop/start wasn't working, it was put on job sheet.11th March vehicle was MOT, diagnostic couldn't find fault with stop/start. I was told it wouldn't work if I had heaters, radio etc on. This is my 4th VW I haven't had this problem before.16th March rang sales to say stop/start still wasn't working they said they would ring back.20th March emailed to say I would return the car.on 25th March if no response.Had a reply to say service would be in touch25th March service rang booked car in 8th April with courtesy car, would ring to confirm. No phone call.7th April service rang to say there wasn't a courtesy car available. Rebooked for 20th April with courtesy car.20th April checked car in mentioned central locking was being erratic and kept locking car when stationary.21st April picked car up the battery had been charged and stop/start was working intermittently told this is a Polo. Hadn't looked at central locking.Service will ring me on to see how it's going.27th April service rang. Stop/start isn't working, central locking still erratic and car alarm going off.20th May car checked in for above repairs. They needed a host car to check some battery parts which they did get.1st June car is ready new battery parts have been replaced. Hopefully that is the end of it. Get the car home open the boot to find a mark on the paintwork which wasn't there when I booked the car in. I've tried various products but nothing is moving it. I have emailed service with a picture so I wait their reply.I am so frustrated with the whole thing. I have had to deal with service, sales has disappeared. It feels very much like we gave your money not interested now.This is the 4th VW I have purchased from Lookers but this one will be the last.I am very disappointed in sales absolutely no after sales service.Sophie and Clare from service has been more than helpful and have kept me informed of the progress while the car has been on the garage.

The car sold (73 reg Polo) to me circa 18 months ago by VW Newcastle has paint peeling on its front bumper.Upon taking it to an approved VW body shop for assessment and quotation, they have said that the car has been sold to me with a non-genuine front bumper and the bumper in question has not been sanded or primed hence why the paint is coming off.The front bumper needs to be stripped of paint, sanded/primed and repainted. All at a considerable cost!I have contacted the dealership but they were unfortunately dismissive about this by saying that“Well it’s a used car, what do you expect?”“All cars have slight issues with their paint”“You’ve had the car 18 months”“You don’t have a warranty”Please can someone get in touch with me as I don’t believe this has been handled correctly and I want a solution as clearly the car has been sold to myself with a defect.

Dear Lookers Head Office,I am writing to formally complain about the unacceptable customer service I recently received from your Lookers Volkswagen Newcastle branch located on Scotswood Road, Newcastle upon Tyne.During a phone call with the Parts Department at the Scotswood Road branch, I was informed that staff are “not allowed to provide OEM part numbers” to customers. I find this highly unusual, unreasonable, and entirely unacceptable, particularly when customers require manufacturer part numbers to identify and source the correct components for their vehicles.What made the situation even more concerning was the complete lack of consistency between departments. When I questioned this supposed policy, the Sales Department appeared unaware of it and simply stated “we are sales” before transferring me elsewhere. Following this transfer, I was met only with an automated customer service message stating that my call could not be taken “due to circumstances out of our control.”This entire experience came across as disorganised, evasive, and deeply unprofessional.I would therefore like a direct response from Head Office confirming the following:Is it official Lookers policy to refuse customers OEM/manufacturer part numbers?If this is company policy, what is the justification for withholding this information from your own customers?Why do departments within the same branch appear unaware of or unable to explain this policy?Why was no customer support available after the transfer?As a customer, I expect transparency, professionalism, and competent support. Unfortunately, my experience with the Scotswood Road Newcastle branch fell far below any acceptable standard and has seriously damaged my confidence in Lookers as a business.I expect a clear explanation and formal response regarding this matter.Yours faithfullyWilliam

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.