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.

We have been looking into buying an electric vehicle but were very unsure what we wanted, which we did explain to the salesman (Lee Sorenson), however, we were persuaded to put a fully returnable deposit of £199 on an ID3. We could not test drive at the time as there wasn't one available. We came back on the 11/02/26 for a test drive and by then we had made the decision that we did not want that model. Lee assured us that the refund would be in our account within 5-10 working days. My husband contacted the dealership after 12 working days had elapsed to be told that Lee had been unwell but the refund was now actioned and would be in our account within 5 working days. The money is still not in our bank account. I have telephoned again today, stating that I expected the money to be sent to us by the end of the working day today or I would be forced to make a formal complaint. The person I was speaking to told me he had emailed both Lee & their head accountant to expedite matters, he also advised me that Lee would call me back. He did not signpost your complaints procedure to me. At the time of writing we have received neither a phone back from Lee nor money into our account. I am extremely disappointed by this, it is now almost a month since we were advised that our money woul be returned to us.

Sales guy Sean was very good

Very helpful and straight to the point with sorting any issues out

We were very keen in buying a VW Golf R Line from you and contacted initially by telephone on the Saturday and felt positive after speaking with Calvin. However after leaving numerous messages for a call back during the week we did not receive a response until he finally left a message on my answer machine at just before 6pm on the Fri night. I called again on the following Saturday but could not get hold of him so we drove down from Rothbury to Newcastle and visited the showroom on the Monday morning. There were plenty of people working but nobody spoke with us so we just went through and looked at the cars ourselves. After looking at the Golfs you had available and sitting in them we realised the car was going to be too small for us so decided the T Roc would be a better fit. We then looked at the T roc in the showroom, had a sit in and liked it however still no one came to speak with us or show any interest. We went back through to the other showroom, had a look outside but no one wanted to speak to us so we felt disappointed with the lack of interest in us and were pretty cold by then so decided to come away. We have now paid a deposit on a T Roc from another garage and are going to collect our new car on Tuesday.I received an email from Calvin asking if i was still interested in the Golf i had enquired about and when i replied saying what had happened he said if he had known we were coming in he would have made time for us.Perhaps if your staff passed on messages about phone calls received you would not have this problem or perhaps if your staff engaged with customers that come through your sales door i may have given a higher score.