I am writing to formally demand the immediate refund of my £250 reservation fee paid on Monday, 12th January, for the Honda CRV - NA72YDXDespite my multiple attempts to contact Lookers Volkswagen New Castle, I have received no response. To recap the timeline:• Monday, 12th Jan: Reservation fee paid. However, the car was not removed from the market (still visible on AutoTrader and on lookers website).• Tuesday, 13th Jan: I sent an email within 24 hours of payment, explicitly stating that I do not wish to proceed and requesting a full refund. email to: LeeSorensen@lookers.co.uk, stephenthoburn@lookers.co.uk keiransmall@lookers.co.uk• Wednesday, 14th Jan: I sent a follow-up email. No response.• Thursday, 15th Jan (Today): I called Lookers Volkswagen Newcastle several times, but my calls remain unanswered/unreturned.As this transaction was conducted via email and phone, I am exercising my statutory right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Furthermore, your own website explicitly states that this deposit is "fully refundable."The lack of communication from your side is unacceptable. Please process the refund to my original payment method immediately.I look forward to receiving confirmation of my refund today.Regards,Muhammed Sen0777009916

Sales not overly helpful, nothing wrong just too slow to react to my inital enquiry and as a result a missed sale.

Very good experience of main dealer for the first time

Dear VW Customer Services,Complaint re: VW 2007 Polo Reg: NH07 OWD, post recall faultsI'm writing about problems arising in my car after recall work on the airbag carried out by VW Lookers, Newcastle upon Tyne.After the recall work, problems arose with the central locking and electric windows.Lookers have reexamined the car and say that 'there is no evidence of our work having caused the problems.'FandIComplaints@lookers.co.ukTherefore I feel I have to escalate the situation, as I do not agree with this response and I have taken external advice which I feel supports my case.The timeline (which I do not believe is in dispute) is as follows -I own a VW Polo NH07OWD, bought from Lookers VW Newcastle in 2010.On 31/10/25 I was contacted by VW about an airbag recall, asked to contact my local dealer to have this sorted free of charge.I contacted Lookers VW Newcastle and took my car to them on 11/11/25 for the recall work.Before carrying out the work, they offered a free Vehicle Health Check and sent me a list of non-recall work costing over £1,300.I said I would think about that and they said they would proceed with the recall work, but a few days later they told me that in order for the airbag work to be done, a wiring harness would be required, that I would have to order this part and given the part number (6C0971584B) and a company in Germany to obtain it (Partshaus Ltd).It was not explained to me why I had to order this part myself.The German company advised me that the part number given to me was incorrect, actually for a later model and gave me the correct part number (6Q0971584B), so I contacted Lookers, they acknowledged this was their mistake, and I corrected the order. I have subsequently been reimbursed by Lookers for this part. I have the email trail if required.Due to the delay obtaining the wiring harness, the car remained with Lookers for 4 weeks until the work was completed. I believe I picked it up on 10/12/25, possibly on 9/12/25.When I picked up the car, I noticed the driver's door was stiff to open with my key but I did not go back into the showroom to discuss this apparently unrelated non-urgent problem.On 11/12/25 I realised that the central locking was only working using the front passenger door lock and the internal central locking buttons but not using the driver door lock, and also that I could only open the boot from inside the car, not using the key in the boot lock itself.As I do not drive the car very much in the winter, and coming up to Christmas, it was only on 23/12/25 that I realised that both the front passenger and driver door electric windows were also not working.Thinking that the problems with the car's electrics were likely to be a consequence of the recall work (since nobody else had been working on the car's electrics), I phoned Lookers straight away, and they scheduled an appointment on 31/12/25, and I delivered my car to them that day at about 10am.The car was examined that morning, but I was not able to pick the car up before Lookers closed for New Year's Eve at 3pm, so I planned to return to collect the car on 2/1/26.That morning, before I went to collect the car, I was sent an email and 'invoice,' which said -"LAB Investigated central locking not working since previous visit and windows inoperative.Carried out initial checks for wiring, appears to have evidence of previous repairs. Requires wiring tests from driver door lock and window motor to convince unit."When I picked up the car I was told that Lookers had carried out a visual examination (for which I was not charged) and they had found no evidence that the electrics problems in the driver's door were connected to the work Lookers had done on the airbag.It was commented that the door and window electrics were a distance from their work on the airbag and so couldn't be connected.It was also commented that there was evidence of previous work on the door, but I can confirm that apart from a minor problem some years ago with the driver window not closing fully, I have had no problems with the central locking and window systems since then, nor any fault or error messages either before or after the recall work.I was not given any evidence to support these comments. I asked for a photograph of the area where they had done the recall work and of the inside of the door where they had looked, and I was told that their main concern was to exclude their liability and that the car had been re assembled and they would not carry out any further investigations or repairs without a charge to me.Feeling that no alternative action was available to me on site at this time, I took my car away.The driver door central locking and window problems have continued since then, but the passenger door window has started to work again and so may be intermittent.My response to these events -I believe that the proximity in time between the recall work and the new electrics problems and the necessity to source and replace a wiring harness means there is a strong possibility that the recall work is the cause of the new problems.I have made enquiries to see if the airbag and door electrics are associated and if such problems can arise after accessing the airbag electrics.I put two questions into a search engine 'Search assist' and paid for an enquiry to the online advisory service 'Just Answer Mechanics' -Question 1 to search engine: "vw polo 2007 does air bag wiring affect central locking and windows?"Question 2 to search engine: "wiring harness part number 6Q0971584B airbag and central locking"Question 3 to Just Answer Mechanics: " vw polo 2007 air bag recall and replacement of bag and wiring harness; straight away afterwards central locking works on passenger front door only and electric windows not working. VW dealer looked at driver door and say evidence of previous work (correct, years ago) but no evidence of their work causing the faults."I have summarised the results below (screenshots of the full responses are attached) -Question 1:"vw polo 2007 does air bag wiring affect central locking and windows?""Yes, issues with the airbag wiring can potentially affect the central locking and electric windows in a VW Polo, as they may share common electrical circuits or connectors. It's advisable to check for any faults in the wiring or connections that could be causing these problems.Relationship Between Airbag Wiring and Central Locking/Windows Common Issues In some cases, problems with the airbag wiring can indirectly affect the operation of central locking and electric windows. This is often due to shared wiring harnesses or connectors that may be damaged or malfunctioning.Potential CausesBroken Wires: Damaged wires in the door harness can disrupt electrical signals, affecting both the airbag system and other electrical components like central locking and windows.Faulty Connectors: Loose or corroded connectors can lead to intermittent issues, causing central locking and window functions to fail while also impacting airbag communication.Control Unit Malfunctions: The central control unit (CCU) manages various electrical systems in the vehicle. If it has issues, it may affect multiple functions, including airbags, central locking, and windows ...ConclusionWhile airbag wiring issues can affect central locking and window operations, the exact relationship can vary. It's essential to conduct a thorough inspection to identify the root cause of the problem."Question 2:"vw polo 2007 wiring harness part number 6Q0971584B"The wiring harness with part number 6Q0971584B is specifically designed for the steering wheel airbag in certain Volkswagen models, such as the Polo from 2005 to 2010 ...Airbag Wiring HarnessPart Number: 6Q0971584BDescription: This is a wiring set specifically designed for the steering wheel airbag.Compatibility: Fits various Volkswagen models including:VW Polo (2005-2010) ...Central Locking WiringPart Number: 6Q0971584B may also be associated with central locking systems in some models ...Question 3:"03/01/26, 11:42AMYou: vw polo 2007 air bag recall and replacement of bag and wiring harness; straight away afterwards central locking works on passenger front door only and electric windows not working. VW dealer looked at driver door and say evidence of previous work (correct, years ago) but no evidence of their work causing the faults.Pearl: Thank you for sharing the details about your VW Polo 2007 and the issue after the airbag recall. Could you confirm if the central locking and windows were working fine before the recall work?You: yes, they werePearl: Got it. Are there any warning lights or error messages showing on the dashboard now?You: not aware of anyPearl: Is there anything else the VW Mechanic should know before I connect you? Rest assured that they'll be able to help you.You: Airbag replacement also required obtaining a wiring harness (part number 6Q0971584B; presumably inside the steering column?; VW asked us to order from Germany, VW refunded).03/01/26, 11:43 AMthank you for contacting JustAnswer. My name is Mohammed, and I'm a vehicle specialist with extensive experience in the automotive field. I'm currently reviewing your query and will respond shortly with a detailed answer ...03/02/26, 6:14 PMDear customer, based on the initial information you provided, the issue you have could be linked to the recall work rather than old repairs carried out years ago the driver door locking and window system is tied into the comfort or steering column wiring, and the fact that an additional wiring harness had to be sourced and fitted increases the likelihood of a disturbed connector, trapped wire, loose plug, or coding issue introduced during the repair. previous work on the door does not explain a sudden, simultaneous failure occurring straight after vw carried out work in the same electrical area. In my view this should be treated as a post recall fault and requires vw to recheck their work, including wiring continuity, connectors, and module communication, rather than dismissing it as unrelated._____________________________________________________________________It seems to me that the essential facts are -a) Lookers VW Newcastle carried out a recall airbag replacement.b) They also asked me to purchase a replacement airbag wiring harness and refunded the cost to me.c) Problems with central locking, boot lock and electric windows arose straight away after the recall work was carried out.d) The central locking and electric window problems occur in the driver door but not when opening the passenger door lock, or using the internal central locking buttons, when central locking works normally; and there is an intermittent passenger door window problem.e) Lookers say their work on the airbag couldn't have caused the central locking or window problems reported.f) They also say that the focus of their investigation was to exclude their responsibility, not to diagnose the problem and so they aren't responsible for further investigation or repairs without charging me.In response I would say -g) The timeline suggests a strong possibility and prima facie case that the electrical faults are fully or partly related to the recall work, directly or indirectly.h) Online enquiries I have made support the likelihood of a connection between the airbag and wiring harness work and the new electric faults, and counter the suggestion that there can't be a connection.i) Failure of central locking only when using the driver door lock (not when using the passenger door lock and internal door and boot lock buttons) shows there is nothing wrong with the motors and effector wiring of the door and boot locks themselves or the (passenger) window and suggest the faults are likely to be related to the recall work on the airbag and wiring harness and access to the central convenience unit (CCU), rather than a coincidence as Lookers have suggested.j) Lookers haven't reported any diagnostic Fault Codes in relation to the airbag, CCU or wiring, but I doubt if they have looked for them.I request -k) Before I take the car to another garage to investigate and repair and then charge the cost to Lookers VW Newcastle, I wish to offer them an opportunity to investigate thoroughly the recall work carried out and the new faults and rectify them without charge to me.Yours sincerely,Dr Sarah Rees

Came to trade in our Polo for a new Taigo. Shaun the salesman who dealt with us was extremely polite, knowledgeable and helpful and explained everything about the car in great detail. Also appreciated the way he helped us through the whole transaction process. Will be visiting again when it’s time for our next car.

I am trying without success to speak to someone at VW Lookers - Scotswood Road.Context - car was left there on Monday for an assessment of water, inside footwells are wet and unsure where water is getting in. I was told the car would be there 2 days, however on Monday they said it could be weeks and no courtesy car available.I am now trying to speak to someone about an update and no one is answering the phone. I dont have a named contact.1. I need to speak to someone2. If the car is needed for longer, I need a courtesy car - this is a non negotiatioable.Can you get someone from Lookers to call me?

I enquired about a car, Lee sent one email, I replied and got no further response.I know the car I enquired about has now been sold so this is likely why but it would be polite to email and say that rather than no communication.

Not verry good to b honest was offerd 4500 forvpx i hav since went ekese were and got 5500 and done deal wif them

although i was in the region of 100 miles away from this showroom they never stopped trying to find me a car. which is a far better effort than my local lookers at Blackburn.

I give this score of 5 stars is because the staff were so helpful and the way they conduct there selfs first class