The member of staff who dealt with my enquiry was excellent - he answered all my questions and was extremely professional in the way he dealt with my requests. He gauged exactly where I was coming from and addressed me accordingly.

I asked for information twice ahead of travelling over 90 minutes to come and view the vehicle. This was not provided but I was assured the vehicle had “good history”. Had this been provided I would have known not to continue my enquiry any further. I knew within 10 minutes of arriving that the car was not up to standard. I could have avoided all of this, had the garage simply answered my enquiry in full. It’s not hard.

2 - 3 weeks after purchase a noise developed. Advertised at one price but because it was lookers approved after check but then price went up but cust also got a warranty. When the vehicle went in they found more work that was required, all of these things should have ben picked up on the 142 check and the mot. The dealership is refusing to carry out repair on the brakes, and the cust has had the vehicle back and the noise is still there. The wiper is still juddering. The cust feels like the vehicle is not road worthy.

Hello!The communication regarding the booking in and the hand over was good. Unfortunately the job of fitting the dash cam didn't go to plan and a second visit was required. Our concerns over this were handled professionally by the service manager and the job was completed.It would have been good to have had some instruction/advice/ information relating to the dashcam accessory, however the person who would have had the knowledge wasn't available. I was informed that if I needed further advice I could phone.Overall, the experience wasn't as I had hoped for, but sometimes these things happen.Regards,John Bainbridge

Hi, Would its be possible to escalate my complaint to a Director in line with the complaints policy as I have not received any contact or update from my complaint submitted on the 15th November 2025.My ticket number is 84085193. If the update could be provided to me via email, it would be appreciated.

We purchased a Golf GD24 VVS in June this year. There appears to be a fault with the key fob which runs a battery flat every 3 weeks. I have rang today and was.put through to a general help line. I have been told.you need my car 24 hours (there is nothing wrong with the car). I cannot manage without a car but you have told me I have to pay £25 for a courtesy car. Why should I be out of pocket because of the fault and why do you need the car when the issue is with the key fob.

Hello I would to bring this to your attention I have waited four weeks to bring my car in yous for a handbrake assessment. Because I purchased the car from the Sliverlink branch and they have loom at handbrake before yous fobbed me off back to them wasting my time and the time I have talken off work which I will have to do again to get this issue sorted out I am also going to pass my comments on volkswagen as I feel I have been fobbed off and send back to Sliverlink. really bad customer service.

I took my car into the Volkswagon garage, scotswood road and the service I received was excellent. Scott Andrew’s who I dealt with was brilliant and explained everything perfectly. I will definitely use the garage again. Thanks Scott and Volkswagon.

Good Afternoon @clairebetts-gardner@lookers.co.uk,I am writing to request your immediate attention to my previous correspondence. Our mutual customer has expressed increasing frustration regarding the delays in completing the repair, and unfortunately, we are unable to progress further until we receive your responses to the queries raised on 12 November 2025, along with the amended quotations.To expedite resolution, I have copied the Complaints Department into this email. I trust that this matter will now be addressed as a priority.Thank you for your prompt cooperation.Kind Regards,KimKimberley Owen______________________________________________________________Office AdministratorThe Car Park PeoplePark, Stay, Fly.CPP Shuttles.Address Office 4 & 5 Stannian Fold, Pool Lane, Lymm, WA13 9ABCall 01925 754228Registered in England & Wales | Company Number 12475947DisclaimerThe Contents of this email, and any attachments are confidential and contain information intended for the recipient only.They may not be disclosed to or used/copied in any way by anyone other than the intended recipient. If this email is receivedIn error, please contact the sender by return email. Please delete the email and do not disclose its contents to any person.Please note that The Car Park People and its group of companies, or the sender do not accept any responsibility for viruses.It is solely your responsibility to scan, or otherwise check this email for its content and any attachments.From: info@cpp.liveSent: 13 November 2025 09:28To: info@cpp.live; clairebetts-gardner@lookers.co.ukCc: Victoria WyersSubject: RE: Quotation Information RequiredGood morning Claire,Mr MacDonald is chasing us for a resolution; we are unable to move forward with getting his vehicle repaired without the information requested from yourself.Could you please get back to us as soon as possible?Kind Regards,KimDid you know we offer secure parking at Manchester Airport?Simply scan the QR code.To book your hotel transfer for one of our partner hotels, visit cppm.crSafe TravelsCPP Shuttles____________________________________Address Office 4 & 5 Stannian Fold, Pool Lane, Lymm, WA13 9ABRegistered in England & Wales | Company Number 12475947DisclaimerThe Contents of this email, and any attachments are confidential and contain information intended for the recipient only.They may not be disclosed to or used/copied in any way by anyone other than the intended recipient. If this email is receivedIn error, please contact the sender by return email. Please delete the email and do not disclose its contents to any person.Please note that The Car Park People and its group of companies, or the sender do not accept any responsibility for viruses.It is solely your responsibility to scan, or otherwise check this email for its content and any attachments.From: info@cpp.liveSent: 12 November 2025 09:58To: clairebetts-gardner@lookers.co.ukCc: Victoria Wyers; info@cpp.liveSubject: Quotation Information RequiredGood Morning Claire,I am writing in relation to the two attached quotations concerning the agreed repair for Mr. Macdonald. While we have confirmed that we will cover the cost of the repair, I must highlight several issues with the quotations provided.• The quotation from Silverlink varies significantly in cost compared to the other and does not provide a proper breakdown. All charges are listed under “labour,” which makes it difficult to assess the accuracy and relevance of the costs. I kindly ask that you arrange for a fully itemised quotation to be provided.• Regarding the Newcastle quotation, I have highlighted specific items that require clarification. As previously stated, we will only cover the cost of the repair itself. Ancillary items, such as a Car Care Kit, fall outside the scope of what we are prepared to fund. Please confirm how the highlighted items relate directly to the repair, or alternatively, remove any that do not and provide an amended quotation accordingly.For ease of reference, the highlighted items are also listed below.Adas Adas ExplorationCheck and cleantech infoWash before repairCheck iir checkCar care kitEPA chargeEnergy UpliftMethod researchPPS potsADAS CodingPPE Care KitWe would greatly appreciate your assistance in ensuring that both quotations are properly detailed and limited strictly to the repair costs, so that we can move forward with this matter without further delay.Kind Regards,KimKimberley Owen______________________________________________________________Office AdministratorThe Car Park PeoplePark, Stay, Fly.CPP Shuttles.Address Office 4 & 5 Stannian Fold, Pool Lane, Lymm, WA13 9ABCall 01925 754228Registered in England & Wales | Company Number 12475947DisclaimerThe Contents of this email, and any attachments are confidential and contain information intended for the recipient only.They may not be disclosed to or used/copied in any way by anyone other than the intended recipient. If this email is receivedIn error, please contact the sender by return email. Please delete the email and do not disclose its contents to any person.Please note that The Car Park People and its group of companies, or the sender do not accept any responsibility for viruses.It is solely your responsibility to scan, or otherwise check this email for its content and any attachments.

I would like some help to resolve the fault on my VW Golf. There is a creaking sound coming from the front passenger wheel, which is intermittent but more notable on uneven roads and when going over speed bumps.The car was booked into the dealership on 21st October 2025, whereby a technician came out on a road test with me and watched a number of videos that I had recorded which highlighted the noise. The technician heard the creaking on the road test.I was advised that replacement shock absorber was required on the left side, but unable to replace until 24th October 2025. The work was completed on this day. I was also advised at this point that I would need the right side shock absorber replaced and to book it in. Unfortunately, the noise remained and I rebooked the vehicle in for review and replacement shock absorber on the 3rd November 2025. I had recorded more videos however a road test was not completed with me in the car and to be honest, the technician listening to the video clearly wasn't interested and made me feel that the noise was being fabricated. I was advised later that day that they were unable to hear the noise and unable to fix any fault and until it was heard then nothing could be completed. However, the noise has been heard, and I have multiple videos with the noise present. The car was then left between the 5th and 7th November 2025, to be advised that they were unable to find any fault and to bring the car back if the noise was getting worse.As the car remains under warranty, I would appreciate a full written report confirming: 1. That the technicians were unable to identify the fault during their road tests between 5th and 7th November 2025.2. Details / reports of all checks and findings while the car was onsite 5th and 7th November 2025. Please ensure the report for each occasion (s) includes specifics on the following components as a minimum: Suspension bushings and mountsShock absorbers and strutsAnti-roll bar linksSteering components Additionally, please provide detailed reports of the vehicle assessment and work completed during the visits on 21st and 24th October 2025. Finally, could you advise at what point a second specialist diagnostic opinion would be considered? I look forward to your response and appreciate your assistance in resolving this matter.