Dear, Lookers VolkswagenI am writing to formally raise a serious concern regarding the vehicle we purchased from your dealership yesterday, which was financed through yourselves.After checking the vehicle’s previous MOT and history records, it has come to our attention that the mileage appears to have been tampered with. The records indicate that the mileage has been reduced by 7,473 miles. This discrepancy is extremely concerning and was not disclosed to us at any point during the purchasing process.We are absolutely devastated by this discovery. As a reputable Volkswagen dealership, we placed our full trust in the accuracy, transparency, and professionalism of your business. This is not the level of service we expected when making such a significant financial commitment.This situation has caused me a considerable amount of stress, particularly due to the substantial amount of money involved in the purchase and finance agreement. Had we been made aware of this issue prior to purchase, we would not have proceeded.This matter is made even more concerning by the fact that the vehicle entered limp mode during the test drive yesterday. When considered alongside the mileage discrepancy, this raises serious concerns about the vehicle’s true condition, reliability, and whether all relevant information was fully disclosed prior to sale.Under the Consumer Rights Act 2015, vehicles must be of satisfactory quality, fit for purpose, and as described. A vehicle sold with an undisclosed mileage discrepancy cannot be considered “as described,” nor does it meet the standard a reasonable person would expect. Additionally, under the Consumer Protection from Unfair Trading Regulations 2008, failing to disclose material information — such as known mileage inconsistencies — is considered a misleading omission and may constitute a criminal offence.The failure to make us aware of this issue places us in an unacceptable position. Furthermore, it leaves us in a difficult situation should we wish to sell the vehicle in the future. We would be legally required to disclose this mileage discrepancy to any prospective buyer, and failure to do so would place us at risk of breaking the law ourselves. This significantly impacts the vehicle’s value and desirability and is not a situation we knowingly agreed to take on.Given the seriousness of these issues, we request that this matter is investigated as a matter of urgency and that you provide a clear explanation along with a proposed resolution. In light of our statutory rights, we expect a prompt response.

No way

Very good experience.

Neil was great from start to finish and truely believe he had my best interests at heart.

I need email showing what golfs you have available not answer a survey

Salesman was really good however my vehicle I was going to trade in was way below where it should have been on a trade in value as I showed the salesman but the manager had the final say (not to me to salesman) so I walked away from buying the vehicle I was looking at.

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.