Dear Lookers Customer Relations Team,I am writing to formally complain and escalate a serious issue regarding a vehicle recently purchased from Lookers Volkswagen Northallerton.Vehicle & Purchase Details:Purchased From: Lookers Volkswagen NorthallertonSales Contact: Chris Howarth,Handover Date: 15th May 2026Vehicle: Volkswagen Golf R line registration number KN25 RYZAmount Paid: £25,282Nature of Complaint:The vehicle has suffered a catastrophic engine failure less than 2 months after purchase. I was instructed to take the vehicle to Lookers Teesside for urgent diagnosis.I have now been advised that the vehicle may require a complete engine replacement and that I will be without the vehicle for approximately one week whilst this is assessed and if possible,repairs are carried out.To have a potential engine failure on a vehicle purchased for £25,282 and only just handed over is completely unacceptable and falls well below the standard I expect from Lookers and the Volkswagen brand.I stress this is not criticism against Lookers Teeside.Impact to Myself:Significant Inconvenience will be caused to myself and my son, who relies on this vehicle daily for [work commuting / caring responsibilities / essential travel]. Being without it for a week will cause severe disruption to my work and family life and required costly alternative arrangements at short notice.Financial Loss: I will incur additional costs as a direct result:- Alternative transport: [£x / taxis / public transport to work.- Additional travel to Lookers Teesside: [£X]- [Time off work / other costs]Loss of Confidence: The prospect of a brand-new vehicle requiring a new engine has caused significant concern regarding the long-term reliability, safety, and value of the vehicle.Resolution I am Seeking:Immediate written confirmation of the full diagnosis and whether a new engine will be requiredReimbursement of all reasonable out-of-pocket expenses incurred during this periodA substantial goodwill gesture in recognition of the distress, inconvenience, and loss of confidence caused so early in ownershipA formal discussion regarding my options under the Consumer Rights Act 2015, including repair, replacement vehicle, or rejection and refund, given the severity of the fault so soon after purchaseWritten assurance that all work will be covered under warranty at no cost to myself and that the vehicle’s warranty and future value will not be affectedGiven the severity of this fault, I require written acknowledgement of this complaint within 2 working days and a proposed resolution within 5 working days.If I do not receive a satisfactory response, I will escalate this matter to Volkswagen UK Customer Care and The Motor Ombudsman without further notice.I trust Lookers will treat this as a priority and contact me urgently to discuss next steps.Yours faithfully,Warren Shepheard0779557845751 Hutton Lane, Kirklevington, YarmWarren.shepheard@icloud.com

I am purchasing NU26RFN on the 21st July 2026. I have arranged insurance from the 26th July to match your 5 days of free insurance. Yesterday I was at the showroom and your underwriters would not quote me for insurance thus effectively meaning I need to move my newly purchased insurance starting the 26th forward to the 21st or collect the car on the 27th July. The 27th July is a difficut day for me as I start a holiday that p.m following a medical appointment at 13:00. I am now attempting to move my own insurance forward at a cost of approx £46 as your Insurance Company have told me over the phone they cant quote but dont know why. I dont know why either as I have just purchased insurance from LV without a problem. As your insurance offer is part of the Sales conditions may I presume you will reimburse me for the extra costs involved to allow pick up on the 21st. Thank you

bought 3 cars all used from the dealership. Last year cust was asked if he wanted to update he service and warranty package. 15.06 cust received a call to say the service and mot are due on the vehicle. Today 01.07.26 the cust called to get his mot booked in. He is now going to go elsewhere to get his MOT and is not happy that he wont be able to use the service plan

I bought an Audi A6 in January 2026, which has since been demonstrated to have had faults at point of sale. Shortly after purchase I reported issues with the front brakes and the sun visor, with the repair costs rightly being covered by Lookers.In May 2026, coming into warm weather, I tried to use the air con for the first time and discovered it wasn't cold at all. This was diagnosed locally as having almost no air con gas, with a possible leak, which has initially required a regas at a cost of £144. I then requested that this cost be covered by the selling dealership, as it was still within the first 6 months of ownership and therefore deemed to be a fault present in the car at point of sale. The dealership has refused to cover this cost. This is in breach of the Consumer Rights Act 2015.I am concerned that the vehicle was not properly prepared for sale in the first instance, to Lookers own standards.I also expect the cost of the air con regas to be covered in full.I look forward to hearing from you.RegardsAdrian Kennedy

My father was cold-called on Friday by a salesman at Lookers, Northallerton. My father is frail, elderly, and has cognitive impairment. He was asked to attend the showroom to discuss a new car. He is very persuadable on such matters. Apparently he was there a long time, and afterwards was asked to make the deal on a new car and pay a difference of £20000. My father can't comprehend financial transactions very well which is why I am in the process of getting power of attorney. The salesman found him out the details of his nearest bank with the details written down for him to make a bank transfer of almost £20000. I only know about this because he has asked my son to help with this and also his insurance (which he also can't sort out). Apparently this needs to be sorted by Friday 3rd July. I feel a code of practice has been breached here and the salesman has taken advantage of him.Yours Truly Chris Webb. I will take legal action and publish this data publically if this is not resolved promptly and satisfactorily

I recently bought a 2024 Tiguan from this garage. While preparing to go away on holiday I found the tyres to be set at 30psi - below the recommended VW setting. I also had to add over 10 lites of adblue. I welcome your comments on this.

Matt was friendly, knowledgeable and never pushy throughout my enquiry. He took the time to understand what I was looking for and was proactive in trying to source suitable Tiguan Elegance models, keeping me updated along the way.The reason for the score is that, despite the effort made, the process ultimately didn't progress as far as I had hoped. The vehicles discussed were often located elsewhere and in some cases would have required a commitment before being viewed, which I wasn't entirely comfortable with.During the valuation of my current vehicle, a potential issue was also raised regarding a noise from the car. While I appreciated this being highlighted, I was left a little unclear on how significant the concern was and what the recommended next steps should be, which made it difficult to understand where I stood.Overall, a positive experience with good customer service from Matt, but the process didn't quite result in finding a suitable car or a clear conclusion.

Good morning. I am contacting you today as I am at my wits end . I bought a vw golf (NO07MJS) from lookers Northallerton on 8th June 2024. I had been looking for months for just the right car and viewed lots before deciding on buying one from a vw dealer ( for the service and 2 year extended warranty). I was aware and fully happy to pay a little more for this peace of mind. Even purchasing a service plan at same time so that it only ever goes to the vw dealer for anything. One month after purchasing we noticed smoke coming from the exhaust on start up. I booked it into out local dealership, lookers blackburn. They inspected it and said it was just condensation. I argued this a little and I specifically remember the lady saying " don't worry you've only just got it, you've nearly 2 years warranty left so if it develops it'll get sorted". Every time it has been into the garage for anything since be that a service , mot, warranty niggles etc, I have reported the smoke from exhaust and have been fobbed off with the condensation excuse.. However now nearly 2 years later they have finally found problem as being valve stem seals and are saying not covered under warranty and have given me an estimate for £2754.30 to fix. Again I asked why not covered under warranty and didn't really get an answer. I rang warranty people myself and the gent said that valve stem should be covered and couldn't understand why they had said it wasn't? I explained that I'd had this problem since virtually day one. He said oh dear that changes the situation as basically this call is recorded and you've just told me if problem there since you bought it then the dealer should not have sold it you in that state, and warranty won't cover it. So then I contacted selling dealer ( lookers Northallerton) told them the full story and the lady was really helpful said she'd look into it. Which she did and got back to me stating her manager had said blackburn have had our money for service contract and have known about the problem so they should fix it. All the time I strongly feel I've done nothing wrong here. Done my due diligence, bought a one owner full vw history car from the supplying dealer, with vw extended warranty. However I now am getting nowhere apart from fobbed off, everyone blaming everyone else and no resolution. Hope you can help?Blackburn have advised that the complaint should be with yourselves.

Excellent service given to use from Matthew Sungh

fault on our polo and it is unsafe as it keeps sticking in 2 nd gear , Dangerous when driving and this happens. We have video evidence of it happening and keep been told by receptionists that a fault cant be found so they cant req a part from VW . There is clearly something wrong with the car and we have explained this. Also we pay for a package in the ext warranty for a courtesy car only to be told they dont have any available.I will give more details when contacted.