Very slow to respond I felt that I was being played against another enquiry

Nice sales guy

I'd like to show my disgust at the customer service and treatment of a customer who foolishly purchased a VW Golf GTI from VW Lookers, Scotswood road, Newcastle. It is a disgrace how a company can be so happy, polite and helpful with you until they get their thousands of pounds then as soon as the car drives of the forecourt show absolutely NO INTEREST in helping out with the car THEY SOLD YOU when it is requested without throwing a disgusting charge for everything even though the car is still in its first year warranty. I will 100% be taking this further and making sure every single person I know never buys a car from VW. Here is a list of the issues I have had and still have and the 'waranty' covers nothing. DISGUSTING. Car purchased 28/1/2025Intermittent issue that comes in all weather- 'Front assist availability limited'.July 9th 2025- I was getting a 1cm wide streak of grease on drivers window above inside door handle each time the window was opened and closed. Took it into VW they wanted £180 to fault find and take the door off, then what ever the cost afterwards to rectify the issue. I was told warranty only covers mechanical & electrical? THIS IS A ISSUE WITH THE CAR after only a few months of owning it?? This should be rectified for nothing.September 5th 2025- 'Please check brake pad' warning light. Booked it into VW, after a battle on the phone they reluctantly waivered the £180 fee to look at it as it was so soon after I purchased it. They did the diagnosis and informed me the pads were down to 2mm and both fronts needed new brake pads and disc brakes. That didn't surprise me as I had done some looking into it and the previous MOT 8 months prior (6,000 miles done in this time) had a advisory for 'front brake pads wearing thin'???? So how was this missed on VW's MOT they did when I purchased it? APPAULING. The lady in store apologised about this finding and said they should have been picked up when the MOT was done. VW replaced both brake pads and disc brakes free off charge rightly so. VERY POOR FROM VW.Nov 27th 2025- Error:airbag messasge appeared, clearing after a while.Dec 20th 2025- 'Park distance control:please clean sensors. Look! Safe to move?' message appeared each time I start the car, and remains still.Dec 23rd 2025- 'Manoeuvre braking currently unavailable' message appeared on drop down each time I start the car, and remains still.Dec 31st 2025- 'Front assist availability is limited' appeared again but cleared.Ridiculous amount of faults on a car VW sold. VW are meant to be a professional dealership? Definitely not the case.Booked car in for MOT and service at VW on 16/01/2026. They wanted to charge me £431 for the front sensor issue and that price might not even cover it as that might not clear the fault, disgraceful that this is not covered in the warranty, disgraceful. I have had no parking assist since December. I took my car to another garage who deal with Audi's, VW, Skoda etc and one technician who used to work for VW said that 'it was very harsh this isn't covered in the warranty but is not surprised as that's how VW work'. Terrible reputation it seems that I can vouch for.While doing a health check they found that there was water appearing in the boot where the spare tyre would be. This is a part of the car I would never use or go to so was totally unaware. Obviously ANOTHER fault with the car you would expect them to try to rectify it or at least book it in to try to try and sort the water ingress out SINCE this is a fault with Golf GTI's which is mainly in the MK7's but has obviously now passed on to the MK8's which I have. The VW Mechanic online shows the exact same issue my boot is having and he says he is sorting that car 'under warranty'??? So why does my warranty not cover a issue KNOWN to Golfs? ALSO why did the staff play dumb as if they did not know what it was, what was causing it and how it could happen? SURELY they will have known instantly when they seen how wet the tyre compartment was?? Just one big money making con VW are. JUST disgusting and zero effort to help with any problems but were so polite, smiley, helpful and fake to get the sale. They water in the tyre area they wanted a charge of £189 for a 1hr diagnosis then each hour they work on it a further £180 till they find the issue THEN the cost of fixing the issue?? ABSOLUTELY DISGUSTING. Its a fault with the car I BOUGHT FROM VW yet they make ZERO effort to rectify issues without ridiculous fee's ALL within 1 year of buying the car.So I now have a car that has faults and drop down warning messages each time I start the car along with a boot that has water leaking in somehow which is a common fault which I also know other VW owners have had. The car is now out of warranty as I have had it over a year now. I dread to think what the next year will bring. I am disgusted, disappointed and angry at how appalling and unhelpful a so called 'reputable dealership' like VW have been. ABSOLUTELY TERRIBLE company and one I will never ever recommend or have anything to do with ever again. 0/10.I have photos of my boot and the drop down messages. How the boot issue wasn't booked in, looked into and rectified FREE OF CHARGE under the warranty is a disgrace. Its obviously a car issue!Not impressed at all.Do I expect any kind of feedback OR assistance in getting a car I bought from VW lookers expecting to be looked after and trusting them being a main dealer that I would be purchasing quality from them?? NO. Awful Awful Awful experience, time consuming, stressful and disgusting.Andrew.

I bought my car (VW T-Roc) on 30th November 2025 and 3 weeks later the front indicator light had went out and needed replacing, upon booking the car in to Lookers Newcastle (23/12) I was told that I would be charged for the part as this wasn’t covered by the warranty due to wear and tear..I explained that I only had the car 3 weeks so how could it be classed as wear and tear, reluctantly (it came across that way) this was taken into consideration and it was agreed that the garage would cover the cost. Due to not having the part currently in stock I was then rebooked back in for 31/12 to come into the garage and wait in store until the light system had been changed..I arrived for my appointment and waited over a hour to be told that my car wasn’t getting fixed on that day and that they didn’t know why I had even been booked in due to the part being on a long back order which could take until the end on January and that I couldn’t get booked in again until they knew exactly when the part would be in stock. I left the garage unsatisfied due to wasting more of my short time off work due to lack of communication, a couple of days later I was almost involved in a crash however not realising at the time this was due to my indicator bulb being out that the other car didn’t know where I was going, I had a huge shock and it make me realise that I shouldn’t be driving my car at all due to it not being road worthy. I was in shock that I hadn’t been advised of this with the garage knowing what was wrong with the car and how long I would be left with it the way it was. Unfortunately and in hindsight I should have thought of this myself however I put a lot of trust in the staff at the garage throughout the buying process of my car and I extended this trust when I was going through the service department however I clearly shouldn’t have done that. I contacted the garage as soon as I could after my almost crash clearly shaken up and wanted to know if I was entitled to a curtesy car until my car was fixed, for this I went through the sales team (the same staff member who sold the car to me) as I felt more comfortable in the hope that my situation would be taken seriously and dealt with accordingly, thankfully it was and I received a curtesy car the next day as well as a apology from the sales staff on how I had been dealt with and told that I should never have been allowed to leave the garage with my car due to it not being road worthy. Unfortunately this attitude didn’t seem to be transferred to the service team as I received no check in phone call, no explanation and no apology which I found extremely concerning the lack of care or consideration for there customers. Overall I am hugely disappointed by my experience, on many occasions I left messages for certain staff to give me a call back during this process and not one then got passed on which as you could imagine is really difficult to keep chasing for answers and getting no response, the lack of communication is shocking and not at all what I would expect from a company so large my overall experience has had a dampener put on it due to this extended issue which resulted in my actually regretting buying the car from that particular garage in the first place.A couple of weeks ago I received a call (again from the sales staff who sold me the car) he explained that he had been told that as a apology and good will gesture I would be receiving some vouchers (I appreciated the small gesture but unfortunately I was still feeling overwhelmed by the full situation which had caused me a lot of stress during the whole process and just wanted to move on from it quickly) unfortunately these vouchers still haven’t arrived which to me again shows a lack of interest or care for customer satisfaction and again is dragging out the process for me which is why i have made the decision to file a complaint on the matter.

I came into the showroom for a second hand vehicle and it appeared that the sales team weren’t that keen to serve me, several appeared to say no to the receptionist. A member of the team did eventually serve me and I requested a test drive which took a while to organise. The test drive was short but fine. Afterwards despite me stating that I was short of time and was not interested in add ins, another 10 mini was spent going through the bodywork care and finance screens. A low price was offered for my part ex with no movement on price at all. On the same weekend I bought a Skoda Kamiq ( same chassis and engine), similar price, lower mileage from Lookers Nissan Newcastle. A member of the team served me quickly. They gave me the car for a 45 minute solo test drive and they offered me more for my part ex and were willing to move a little on price. They did not go through the add on screens when I declined the add ons. They were happy to spend the time demonstrating the things I wanted to look at eg the interior controls. .

AWFUL AWFUL AWFUL.AWFUL AWFUL AWFUL. Can't recommend anyone enough to swerve this retailer(VW Lookers on Scotswood Road, Newcastle). Having bought my previous Golf GTI from a decent garage in David James in Benton I foolishly bought my new GTI from this lot. Followed the 'go for the main dealership' advice when David James also had a nice GTI in. WORST MISTAKE EVER. Had not 1 single issue with my GTI from David James over 5 years- fantastic car. Within 1 YEAR of having my new one from this lot I have had 5 issues and they keep on coming. My advice buy else where!! DO NOT pay extra for the Warranty as its absolutely pointless. There will always be a way of the problem not being covered, ALWAYS. From Greasy streaks on the window above the inside door handle, to 'Error:airbag' warning messages, 'Please check brake pads' only a few months and 4,000 miles after purchase. VW's MOT did not notice this even though its previous MOT 5,000 miles prior flagged this up. Issues with front parking sensor meaning more warning lights come up each time the car starts up and now water appearing in the spare tyre compartment in the boot ALL issues with THE CAR I purchased only a year ago from VW. How many of these issues did they attempt to rectify free of charge under the 'warranty'? ONE- the brake pads which I got a apology for since they admitted the brake pads should of been noticed prior to purchase. INSANE quotes to just look at the other issues. WHAT IS A WARRANTY FOR? Awful, stressful and unpleasant experience its been from the moment I bought the car from this lot. 0/10 rating for customer service and helpfulness and that's being kind. GO TO DAVID JAMES for a decent car. That's my advice. I will NEVER go to VW again.

I was offered an appointment at short notice, and was able to spend time discussing my requirements with no pressure.

Reply times & attitude upon collection

Helpful, informative and great advice

The salesman I spoke with had excellent communication skills; he was professional, polite and friendly. He had a thorough knowledge of the car we discussed with a very personable style that made me feel comfortable without being pushed.