Dear Sir/Madam,I am writing to formally raise a complaint regarding the handling of my vehicle (registration: MK24 KNR), a leased vehicle, following an insurance claim, which was carried out at your Scotswood Road site.My vehicle was initially booked in around 15 December 2025 for what was a minor repair involving a door and wing. During the course of this repair, I was incorrectly informed that the vehicle had a bent rear subframe and required additional steering components. I challenged this assessment, as the nature of the incident did not support such damage. Following escalation with the insurer, I was later informed that your alignment equipment was faulty and that the vehicle was not, in fact, structurally damaged.This misdiagnosis caused an unnecessary delay, however I must also make clear that the delays were not solely due to this issue. I was informed on multiple occasions by your staff that progress was being hindered due to a lack of available staff. In addition to this, communication throughout the process was extremely poor, and I was not kept appropriately updated on the status of my vehicle unless I made contact myself.As a result, I did not receive my vehicle back until February 2026.Upon collection, the vehicle was returned in an unacceptable condition, with polishing residue present across the seats, headlining, dashboard, and throughout panel gaps. While this was acknowledged by your team, a further delay was introduced before any action was taken.Within the first week of having the vehicle back, I identified that the repaired door had been incorrectly aligned and was catching on the wing. This resulted in further damage to the vehicle, directly attributable to poor workmanship.I returned the vehicle for assessment, at which point it was retained by your team. Whilst in your care, the vehicle suffered a complete failure and became non-operational. I was provided with a hire vehicle with no fuel and have remained in this vehicle and, at the time of sending this correspondence, I am still in the courtesy car.I must stress that this situation has resulted in significant financial impact. I am currently:* Funding fuel for a petrol hire vehicle, despite owning a hybrid vehicle which I normally operate at significantly lower cost* Continuing to make lease payments for my own vehicle (MK24 KNR), which I have been unable to use throughout this extended period* Experiencing ongoing inconvenience due to extended delays, poor communication, and repeated failures in serviceThe vehicle was subsequently diagnosed elsewhere with a steering lock module fault and repaired, yet it has now been back with your site for a further two weeks without resolution or return.I would also like to highlight that this experience is in direct contradiction to the standards and assurances publicly set out by your organisation. You state that customers can expect a “hassle-free experience” with “quality, value, and convenience,” supported by Volkswagen-trained technicians, genuine parts, factory-standard finishes, transparent pricing, and efficient turnaround times including same-day services where possible.Furthermore, your materials emphasise that repairs are carried out to the highest standards, returning vehicles to a “factory-fresh best” quickly and without fuss, with expert technicians ensuring a flawless finish every time.Based on my experience, none of these standards have been met. Instead, I have encountered:* Incorrect diagnosis due to faulty equipment* Significant delays compounded by staffing shortages* Poor communication and lack of updates* Substandard workmanship resulting in further vehicle damage* Additional failure of the vehicle whilst in your care* Ongoing delays with no clear resolution timelineThis entire experience falls well below the standard expected of a main dealer and raises serious concerns regarding workmanship, resourcing, diagnostic processes, and overall customer care.I am therefore requesting the following:1. A full written explanation of the events and delays at each stage of this process2. Reimbursement of all additional fuel costs incurred as a direct result of being placed in a non-equivalent hire vehicle3. Compensation for loss of use of my vehicle and the ongoing inconvenience caused4. Compensation in recognition of the fact I have continued to fund a lease vehicle which has not been available for my use5. Confirmation that all repairs will be completed to manufacturer standards, with full quality assurance checks prior to return6. An immediate update on when my vehicle will be returned to meIf this matter is not resolved satisfactorily, I am prepared to escalate the complaint further through the appropriate channels, including the Motor Ombudsman and legal routes if necessary.I look forward to your prompt response.

Simon Dixon was brilliant, he took the time to explain all the options to us and agreed a very favourable price. Unfortunately the ID range did not provide us with a suitable SUV sized car.

I placed an order for a Motability car on Friday 20th March for an ID.4 Black edition.I then received a phone call on Monday to say that the car I ordered could not be ordered on their system.I was asked if I would take an in stock Match Pro edition which I wasn't keen on but said I would think about it - and in the mean time the sales person (Fran) was going to try and find an alternative Black Edition option.A deposit payment of £2000 had been taken on Friday 20th.Since that last phone call I have emailed Fran, and left 4 separate requests for a call back from Fran - and finally his line manager (via the reception service). I have not had a single response to any phone call or email and I have no idea what is happening with my request or what is happening with regards to the £2000 deposit taken.I was prepared to go for the Match Pro edition but given this level of customer service I am not prepared to continue with this transaction and want the order to be cancelled so I can go to an alternative motability car provider - and I also need a full refund of my £2000 deposit given the car I placed the order on cannot be provided. To say I am extremely disappointed with my first experience of dealing with Volkswagen is an understatement. At the very least I would have expected an email updating me on the current situation.

Always first classShane looked after us while you were servicing our car.He was very attentive and professional kept us informed. Five star.

Friendly staff who were genuinely and keenly interested in my enquiry.

I am raising a formal complaint regarding the handling of my vehicle (VW Tiguan, purchased February 2025) and your failure to manage both a recall and a prepaid service.My annual service booked for 26 February 2026 was cancelled by your team on 25 February due to a recall requiring two days’ work. I was told I would be contacted within “a couple of weeks” to rearrange.That has not happened.It has now been four weeks with no contact. When I called your service department myself on 24 March, I spoke with Lucy in the service team, who advised that a manager would call me back the same day — this did not happen.As a result:• My vehicle is now overdue a prepaid service• A known recall issue remains unresolved• I am continuing to use the vehicle in this condition through no fault of my ownThis falls below the standard required under the Consumer Rights Act 2015, which requires services to be delivered with reasonable care and within a reasonable timeframe. A recall of this nature should be handled promptly and proactively.For the avoidance of doubt:If any fault, damage, or deterioration arises while the vehicle remains unserviced or subject to an unresolved recall, I will hold your dealership fully responsible.I require:• Confirmed booking within 48 hours for both the service and recall• Priority handling given the delay and recall status• A suitable, like-for-like courtesy vehicle, provided free of charge, for the full duration while my vehicle is in your garage (expected to be up to two days)• Written confirmation that my service plan remains fully unaffected, and that no detriment will arise from this delayIf this is not resolved immediately, I will escalate to Volkswagen UK and the The Motor Ombudsman if necessary.I expect urgent action.

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