Very quick communication

Dire service

No one responded to our enquiry for a business lease on id4. No one responded re the test drive. We opted for a Polestar 3 instead

Was promised a call back but didn't hear back. Apparently, the person I spoke to has left.

I enquired about a test drive and was happy with the communication to arrange that and on the day the car was reasy. Test drive was easy and I liked the car but said id like a day to think about it and look at another in Blackburn. I sent a follow up email with some reasonable questions but never heard Back. I ended up buying an auto from another dealer.

Formal Complaint – Audi S3 (Registration PF19 NWG)Dear Sir/Madam,I am writing to raise a formal complaint regarding the Audi S3 (registration PF19 NWG) that I purchased from your dealership on 3rd April.From the day I collected the vehicle, I experienced concerns with its condition. The brakes were making a grinding noise, and I repeatedly requested the vehicle's service history, V5C log book and locking wheel nut key so that I could have the vehicle properly inspected. Despite making numerous requests, I did not receive the log book until approximately three to four weeks after purchasing the vehicle.Since purchasing the car, it has only been driven at weekends and on occasional evenings, covering no more than approximately 500 miles in total. Despite this minimal use, the vehicle has suffered multiple serious faults, resulting in repeated breakdowns and lengthy periods off the road.The timeline of events is as follows:• 9th May – The vehicle failed to start and had to be recovered. I was without the car until 21st May, when it was returned to me after being diagnosed with a battery fault.• 11th June – The vehicle broke down again, leaving me to arrange and pay for recovery myself. The vehicle remained with you until 30th June, when I was informed the alternator had been replaced.• 30th June – On the very same day the vehicle was returned, it broke down once again. I had to arrange and pay for a second recovery and was later informed that the radiator was also faulty.• Despite my repeated attempts to contact the dealership, I was unable to obtain any meaningful updates until 6th July, on the 7th of July I received a courtsey car but the Audi was still on my drive until the 10th of July when the recovery truck come to pick it up. I had to take a day off work to deal with this.On 7th July, I spoke with Andrea Solomi, who acknowledged the ongoing issues and the significant inconvenience I had experienced. During that conversation, I was informed that, given the vehicle's repeated failures and the amount of time it had spent off the road, the dealership would settle the outstanding finance agreement and reimburse my deposit together with all monthly payments made, as the situation had become unacceptable.Following this conversation, I sent details of alternative vehicles as requested. Unfortunately, I have received no response. Since then, I have made numerous telephone calls in an attempt to obtain an update, but I have continually been passed from person to person or fobbed off without any clear information or resolution.From the outset, this vehicle has been unreliable and has failed to meet the standard that any reasonable customer would expect. Despite giving the dealership multiple opportunities to repair the vehicle, it has continued to develop serious faults after each repair. The repeated breakdowns, the lengthy periods without the vehicle, the additional recovery costs I have incurred, and the lack of communication have caused considerable inconvenience and frustration.I now expect the agreement made on July 7th to be honoured without further delay. I ask that the outstanding finance is settled, my deposit and all payments made are refunded, and this matter is concluded as previously agreed.Should this matter remain unresolved, I will have no alternative but to escalate my complaint to the finance company, as they are jointly responsible under the Consumer Credit Act, and, if necessary, refer the matter to the Motor Ombudsman and pursue any further remedies available to me under the Consumer Rights Act 2015.I trust this matter can now be resolved promptly and look forward to receiving your response.Yours faithfully,Kieron Robinson

Dear Mr AllredI regret having to contact you directly, but after exhausting every reasonable avenue over the past several months, I have no option but to escalate this matter to you personally.I am writing to formally escalate what has now become a second unresolved complaint regarding my Volkswagen Tiguan (Registration: YA19 MZZ).As you will be aware from my previous complaint, the vehicle suffered a serious gearbox fault which remained unresolved for several months due to significant failures in communication and customer service. Although the mechanical repair was eventually completed, I now find myself facing yet another unnecessary issue.On 3 February, Kieran O’Donnell confirmed to me in writing that my upcoming service was:“all covered under your service plan, so nothing to pay out of pocket.”Before arranging the booking, I simply requested clarification regarding:• the scope of the service,• confirmation of which items had been completed during the previous services, and• a copy of the service history report.These were entirely reasonable requests.Despite my email being sent on 3 February, followed up on the 5th March and despite copying in members of your management team, I have never received a reply.We are now in July, and my vehicle has still not been serviced.I find this particularly disappointing given the history of this vehicle and the assurances I received following my previous complaint that processes would improve.I have done everything expected of me as a customer. I have:• maintained the vehicle,• contacted the dealership promptly,• responded without delay,• retained all correspondence,• and attempted to resolve matters professionally.Unfortunately, the same level of professionalism has not been demonstrated in return.I therefore require the following:1. Confirmation that my included service entitlement remains valid.2. Written confirmation that the delay caused entirely by the dealership will not affect digital service history.3. An appointment for the vehicle to be serviced at the earliest available opportunity.4. A copy of the service history detailing the work completed during the previous services, as originally requested.Given the repeated failures in communication over the lifetime of my ownership, I also ask that this email is treated as a formal continuation of my previous complaint rather than a new matter.I would appreciate a substantive response within five working days.I sincerely hope we can now bring this matter to a proper conclusion.Kind regardsPaulina JohnroseBegin forwarded message:From: Paulina JohnroseDate: 5 March 2026 at 09:19:38 GMTTo: Kieran O'DonnellCc: MarkHeywood@lookers.co.uk, AndreasSolomi@lookers.co.ukSubject: Re: Urgent Follow Up Outstanding Service Booking (YA19 MZZ)Hi KieranI’m following up regarding my email of 3 February, as since then I have not received a response and the vehicle has still not been booked in for the service that you confirmed is fully covered.We are now in March and the vehicle remains due for service, which is clearly not ideal.Could you please confirm:• The service items that will be carried out• A copy of the report showing what was completed during the last two services• The earliest available appointment to have the vehicle servicedI would appreciate this being arranged as soon as possible, as the delay since my last email is now significant.Kind regardsPaulina JohnroseOn 3 Feb 2026, at 17:00, Paulina Johnrosewrote:Hi KieranThats great, thank you for confirming this.Also, before I confirm my availability, I just want to clarify this process. From my understanding, the car had a minor service completed last year, which sounds similar to what you’ve outlined below. I’d like to double-check whether the following items are due at this stage or whether they were completed previously (if so, when?) and are not required this time:• Engine oil• Oil filter• Air filter• Diesel (fuel) filter• Cabin / pollen filter• Brake fluid• Sunroof water drain hose cleanPlease could you also email me a detailed service history report, showing exactly what was completed during the last two services.The best time for me to bring the car in, would be either tomorrow or Thursday.Thanks again and I look forward to your confirmation.Kind regardsPaulinaOn 2 Feb 2026, at 19:31, Kieran O'Donnellwrote:Hi Paulina,I'm well thank you - I hope you are are too 🙂Yes, your service is due & it is all covered under your service plan, so nothing to pay out of pocket.This service will be an Oil change, inspection with a pollen filter replacement.Let me know your availability & I will work around you.Kind Regards,Kieran

We drove 2 hours each way to view a VW Tayron and there was rubbish and bits everywhere, so no attempt to tidy up. In addition, 3 warning lights came on during the test drive and they well have been simple fixes but there was no attempt to sort them out. One was screen wash top up, given the gentleman works at a garage he should have made sure that was done before the viewing. When we explained there were 3 warning lights, the response we got back was more like "its fine don't worry".After deciding we had no confidence in the people there to look after us or the car properly, we decided we didnt want the car. The day after viewing it, I asked for my deposit back and 10 days later I finally received it but only by asking to speak to the manager. Matthew never returned any of my phones calls for those 10 days. And upon speaking to the manager, Matthew only passed on my information to the accounts team 8 days after I requested to have the refund.Overall very poor and we will never be coming back to Preston for a car.

Hello, reference 89201609, I submitted a complaint on the 26th June and I'm yet to hear back. Brief overview, I was receiving emails and calls to book in for a brake fluid change when this should've been done as part of the service. The service I received on the day was very poor, and would like confirmation that this work was actually carried out. I'd also asked for my rear passenger tyre to be checked due to a frequent loss of air pressure. Please can this be escalated further as I haven't received a response.Regards,Sarah

I haven’t been contacted since making the enquiry.