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

Great customer service and advise.

I had my car in for service on 24/04/26 vehicle YE21XFC . After the service i found oil spread all over my drive , I checked the oil level and it was empty . The car was recovered and subsequently the oil filter was not fitted correctly. The tarmac drive is now in a right state and requires remedial action . The car has been returned to me but the consequences could have been worse if I didn’t notice the leak . My question is what happens next with regard to my driveway?

On 1/4/26 I contacted Lookers about a fault with my car. I was given assurances by a member of your staff that the issue with my car was covered under warranty and it was booked in for an all day repair on 10/4/26. On 9/4/26 I was contacted by Lookers to say that this appointment needed to be cancelled as the person who did these repairs was on leave until 20/4/26. I was told that I would be contacted after this date to book my car in again. I was very inconvenienced by this as I'd made arrangements to be available but I was assured that the repair would still be covered under warranty. I was not contacted by Lookers and had to chase this up myself a few days later. I am now being told that the issue is not covered under warranty and will not be repaired by Lookers. I now wish to make a formal complaint and for Lookers to honour their promise (made by two members of staff) of repairing my vehicle under warranty. If this cannot be facilitated I intend to take my complaint to the Motor Ombudsman. I feel this is very poor customer service on behalf of Lookers and I will pursue this through all the channels available to me as I feel incredibly let down.

Re: Volkswagen Polo GP - SK08 OMXDear JohnI am writing to formally raise a complaint regarding the treatment a customer received when attempting to book their vehicle in for the Takata front airbag recall.The customer contacted your booking office in Newcastle and spoke with Rachel. During the call, Rachel was described as rude, dismissive, and disrespectful. She contradicted the recall letter, which clearly stated the repair should take approximately one hour, by insisting it could take a full day. When challenged, she allegedly threatened to terminate the call, which the customer perceived as arrogant and unprofessional.Rachel offered a courtesy car, but the customer declined due to fuel costs and inconvenience. The customer believes they were treated unfairly and discriminated against based on their name and ethnicity, stating they were spoken to disrespectfully and that the service was biased and unacceptable. This was their first interaction with Lookers, and the poor customer service has made them reluctant to proceed with the recall repair.The customer has requested that this matter be investigated, escalated to management, and that they be compensated for the negative experience. They have also warned that if the issue is not resolved, they will escalate further, including raising the matter publicly on social media.Given the seriousness of the Takata airbag recall, it is essential that this issue be addressed promptly and professionally. The customer is expecting compensation for how they were treated and would like to be contacted directly with a resolution.Please investigate this matter and provide a response outlining the steps that will be taken.Customer Details:Jabbis Namajeejabbs2002@hotmail.com07966019017Kind regardsVuyolwethu NdodanaCustomer Relations AdvisorT: 0800 333 666E: customerservices@volkswagen.co.ukVolkswagen UKVolkswagen Group United KingdomYeomans DriveBlakelandsMilton KeynesMK14 5ANwww.volkswagen.co.uk

VW gave me offer to change break liquid booked appointment and attended, After keeping my vehicle all day at lockers they came up with excuse that they can’t change the break liquid because they can’t open the monkey button ! How can it possible that a button can’t be open, when reaching the lockers the lady I meet she was surprise the free break liquid change offer which she was in aware, I took off from my job to attend this appointment, I lost my earnings and wasted my whole day…

Happy with the quick response even though I did not make a purchase after the humiliating part exchange price I was offered for my current vehicle