Excellent service guaranteed

Lee and Simon did very well and both deserve 5 stars. I tried to fill in the surveys on the 3 links below with mixed success. They were all irritating. Suffice to say that we were very happy with the purchase process (the 11th VW bought from Lookers Northallerton since 1999) and the way it was conducted by Lee.________________________________________

To whom it may concern,On 19th August 2025 I purchased a used VW Golf reg no NV13LCC from Lookers Northallerton. This vehicle is a second car and is required on a daily basis, we live in a rural village and the car is essential.I have to say that my experience of this purchase has been very unsatisfactory. As it now stands I am deeply dissatisfied with the situation, in 45 years of owning vehicles this is the worst car that I have ever purchased, none of the others have gone faulty so soon after purchase.On collecting the car I noticed that the steering wheel was not correctly aligned when travelling in a straight line, which I believe was cased by incorrect steering alignment. The car was returned to Lookers and this was rectified.Within a matter of weeks of the purchase the vehicle became difficult to start, eventually would not start and required recovery to Lookers by the RAC.A faulty EGR valve was diagnosed and a claim was made against the extended warranty which I had purchased at the same time as the car. I was later informed that the fault was not covered by the warranty and that Lookers did not have any other warranty in place for used vehicles.I was then quoted £1600 cost to replace the EGR valve. I was shocked to learn that within a matter of weeks of buying the car that Lookers expected me to pay a further £1600 in order to resolve the fault especially having paid an additional £1000 for an extended warranty (although I fully understand that certain items are excluded).I felt that it was completely unacceptable that I should be expected to pay this amount and made that clear to service department staff.The service manager then contacted me and offered to carry out the work at a cost of £500 which I agreed to at the time in order to get the car back as soon as possible but on reflection regret doing so.On this occasion the car was booked in on the 23rd of December 2025 and was ready for collection 10th January 2026, a total of 18 days when the vehicle was unavailable.Within 3 weeks the vehicle was again difficult to start showing the same warning lights as when the EGR valve was faulty, you were contacted and arrangements made for the vehicle to be booked in on the 7th of February.On this occasion a faulty Hall switch was diagnosed and another application for a warranty repair was submitted which was approved. I was then able to collect the vehicle on the 19th of February, another 12 days when the vehicle was unavailable.That means that the vehicle has been unavailable for me to use for a whole month out of the six months that that I have owned it. In addition there were other days where I could not use the vehicle due to concern for it failing to start.Having taken legal advice, I believe that under the provisions of the Consumer Rights Act 2015 I would have had the right to reject the vehicle and require a full refund both when the EGR valve failed and when the Hall switch failed. Had I been better informed of my rights, I would have rejected the vehicle when the EGR valve failed and discovered it was not covered by the warranty.Given the stress imposed by dealing with this situation and the inconvenience of the car not being available for extended periods, I now feel that some recompense should be given. As stated above I now regret paying the £500 for the replacement of the EGR valve and believe that I should never have been charged anything for that repair; it would therefore be fair and proper for that amount to be refunded to me by way of recompence.Further I wish to state that should there be any further issue with the car in the immediate future then I will be exercising nm rights under the Consumer Rights Act and seeking to reject the car and require a full refund.

From: RichardSubject: Re: Regarding Your Volkswagen Financial Services Complaint - Our Final Response RET-1272504Date: 11 February 2026 at 06:15:27 GMTTo: "customerresolutions@vwfs.co.uk"Dear Ms HousdenThank you for your email as below.I am satisfied with your financial settlement, and further cancelling the agreement between us as stated. I can certainly understand VW Finance having terms and conditions for all products and services they offer, that is standard business practice, however via Lookers of Northalleton I wasn’t made privy to these when taking out the agreement with them. With regards to this, I take issue with the fact you state that you could find no evidence of the “retailer" (assuming Lookers of Northallerton), had failed to provide the appropriate information regarding VAT. I suggest at this point which private individual in their right mind would pay £27.75 each month in the knowledge that 20% of that payment would taken away in VAT and not credited to their account, further, not receive and itemised account subsequent to the service being carried out they are paying for, merely a zero balance copy invoice in my name. After a battle in the showroom I did eventually receive a detailed invoice for the service however the ownership of the same invoice had changed to VW Financial Services Ltd, then having been told subsequently that Lookers would normally charge for providing such a document! In honesty I would have been better off investing monthly in a private savings account accruing interest. The service plan may well be a fixed price, but at what cost?I can confirm Lookers of Northallerton provided me with no such information with regards to VAT or indeed the workings of the plan offered. As started in previous correspondence it was my understanding when I agreed to take out this service plan, this was a monthly savings plan to offset the costs of an annual service for my vehicle for two years on a fixed price basis. In addition the young lady asked if Lookers of Northallerton could carry out these services in the future, to which I readily agreed.As you suggest I shall be taking this matter up with Lookers of Northallerton, indeed there is another matter to investigate with Lookers also; this refers to an inspection of a tyre on my vehicle during the service, I was informed this needed replacing at a cost of £443.74. The reason for this was a puncture I had previously was leaking and couldn’t be repaired again, which I understand. When I mentioned the low pressure indicator hadn’t warned me of a deflated tyre, I was told that very slow air losses wouldn’t register. Thankfully Lookers didn’t have this tyre size in stock and couldn’t fit it, I say thankfully for two reasons; Firstly, after some two and a half months subsequent to the service being carried out, having driven a further 2887 miles since that service, the same tyre is still on my vehicle (and available for inspection), without having had to inflate it at any time over that period. Secondly, the identical tyre make and size, can be purchased quite easily for £296.40 inclusive of fitting and VAT, some £147.34 cheaper for one tyre than Lookers wished to charge me. This is I’m sure you must agree is shoddy treatment of a VW customer.Not a great start for my first experience of owning a VW Touareg, indeed my first experience of owning a VW!Yours sincerelyRichard LittlefairTel: 07835 504725Dear Mr LittlefairThank you for contacting Volkswagen Financial Services on 10 February 2026, I am sorry you have had cause to complain.Your ComplaintMy understanding of your complaint is as follows:You are unhappy with your Fixed Price Servicing Plan (FPS) as you wished to see the service plan figures reflected on your recent service. You are also unhappy that VAT has been added to the plan, and you believe this was not explained to you by the retailer at the point of sale.My InvestigationYour FPS plan commenced on 03 March 2025 for a period of 24 months, at a monthly cost of £27.75.You raised concerns regarding VAT being applied to your agreement, explaining that this was not made clear to you during the purchase process. You expressed dissatisfaction at being required to pay VAT and felt this information should have been clearly communicated by the retailer.Following a full investigation, I can confirm that VAT is correctly applied to Fixed Price Servicing Plans in line with standard process and agreed practice. A review of the agreement and information held found no evidence that Volkswagen Financial Services or the retailer acted outside expected requirements or failed to provide the appropriate information regarding VAT. On this basis, I am unable to uphold your complaint.However, in order to support your overall experience, we have agreed to the following goodwill resolution:• Your agreement has been ended.• The outstanding balance of £55.50 has been waived.• A £100 goodwill payment has been applied.This payment will reach your bank account within 3–5 working days.In addition to this, I have forwarded your concerns about the VAT information provided during the sales process to the retailer for their own independent investigation. They will contact you directly to discuss this matter further. Their reference for this is RET 1272759.My DecisionIn line with the findings of my investigation, I am unable to uphold your complaint. However, goodwill has been applied in full and your agreement has now been concluded.You have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of the date of this email.If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.The FOS Consumer leaflet is available online here or should you require a copy of the FOS Consumer leaflet, please let us know and this will be posted to you.The Financial Ombudsman Service can be contacted at:Financial Ombudsman ServiceExchange TowerLondonE14 9SRTelephone: 0800 023 4 567www.financial-ombudsman.org.ukDear Ms AdlingtonRe VW Servicing Payment PlanAgreement Number: 0000440173213545Customer Ref Number: 917723995Having escalated this matter to Damian O’Sullivan managing director of VW Financial Services UK Ltd, I have now received an acceptable settlement given VW’s arms length position in this matter.I am currently seeking advise and will be in touch with you in due course.Yours sincerelyRichard LittlefairTel: 07836 504725Hi Alan,Please see below from Richard Littlefair. Emailed this morning.Sophie AdlingtonService AdvisorLookers Volkswagen NorthallertonDarlington Road | Northallerton | DL6 2NHT: 01609 771 011lookers.co.uk/volkswagen

Good morning I would like to raise two complaints regarding the service I have received from Lookers today:1) I have been informed by Lookers that there is a safety recall on my vehicle (T-Roc reg LC21 OJB) and that the repair would require that I leave the vehicle with you for the entire day.I was offered a courtesy car while my car was rectified, but informed that I would have to pay £25 for insurance of the vehicle.It cannot be right that the vehicle you sold me has a safety defect and I have to pay towards rectification of this defect.2) One of the warning lights has activated on my vehicle (the Emergency call system), so I called Lookers in Northallerton to book the car in to correct this.I was informed that there would be a charge of £180.00 to carry out the diagnostics before any actual rectification work was carried out and this would be charged separately.I don’t see why further diagnostic work would need to be carried out as I thought this was the point of having separate warning lights on the vehicle.To date I have been happy with the car and the service I have received from Lookers, which is the reason I took out a service agreement.I am disappointed therefore with today’s discussion as it appears that you are trying to take advantage of me as a customer and the fact that I have committed to a VW vehicle and to Lookers for after care service.I would welcome your feedback and a positive proposal from yourselves to remedy the above two issues please.

an altogether hassle free car purchase.a most pleasant sales person , Lee was informative and knowledgeable of his facts without being pushy. many thanks

Our Sales executive could not have been more helpful and attentive.Thank you.

We were not overlooked as at other garages we visited. The people we spoke to were very professional and friendly.

Very nice salesman

Brilliant as normal.Staff go above and beyond to assist, would never go anywhere else