I purchased a used ID5 in April and I raised a few basic queries after a few days of driving the car. Despite emails and phone calls, most of which have not been responded to, several queries remain outstanding and I am not sure why. I would be happy to forward the emails which are all in one thread and which clearly highlight the poor customer service.Thank you

Travelled 3 hours to pick a car up from you that I saw online. The car was immaculate on the walk round video.As i was on the train there, i got a phone call off the sales rep saying someone had opened their car door into the one I was purchasing and had left a dent and took the paint off. There is also a small scratch on the rear passenger doorHim and his manager confirmed verbally and in writing via email, that you would repair the car back to ‘as new’ at no inconvenience to me. This has been almost 3 weeks and we’re still no closer to a resolution and we now go on holiday until next Tuesday.First off, Sam told me somebody would come to my house. Next, he told me to take it to the closest main Volkswagen dealer to me (which I did - another 20 minutes each way!), the closest branch are Marshalls VW Scunthorpe. They came back with a quote for the repairs to be done to dealer specification and Your staff said the price is taking the mick and you weren’t prepared to pay this. I was then told to go away and speak to Chips Repair to get a quote. They said it needs a dent specialist first, and they wouldn’t paint it they’d just fill it but would be clearly visible. I’ve now been chasing up another week (nearly) after no further contact.I’ve spent countless hours doing admin / driving between garages / getting quotes and still no closer.This has really put a dampner on the service received by Lookers overall!Kind regardsMark

cust had an appointment 1 month ago with a cc, when the cust arrvied there was no CC for him He then rebooked for Saturday 27.06.26. The vehicle was booked in for repairs, replacing the lock and the speaker, some rust on the car for which he wants fixed and also a service. The cust was called to pick up the car 30.06.26 message t say the car was ready. cust queried the cost of the service and the dealership didnt know what to say but the service must have been missed. The rust problem and the service hasnt been carried out

I made a complaint through the complaints service with Lookers VW Preston on the 26th May 2026. I was informed this would be answered within 14 days and I have still not received a response from the dealership over a month later.After the appalling level of service my wife and I received, the way we were spoken to, and now the lack of response to our complaint, I have lost all faith in the way that Lookers as a company, is run.What is the point of a complaints service if the dealership dont even bother to respond. After spending over £1400 having body work done on my wife's car, I feel I am entitled to a response at the very least.Please can you look into this matter and have the dealership respond to me. The ticket number for the complaint is 88542376.Ben Rawlinson.

Salesman as bad attitude, uninterested in a sales!….

Good morning, today I inquired about a Vw t roc style.The sale person Jordan dealing with it was utterly useless, and totally unprofessional about it. Start well well with the video, and then he just didn’t bother had to ask number of times what he could do as to a change over price he didn’t seem to be interested at all with doing a deal. The price is well below a trade It price and I know this,but told me to do a deal elsewhere!..ok I know you don’t always get what you want as a trade in price. But he didn’t even try to help.Wow I think he’s in the wrong job!..

Enquired about a car asking for video. No response. Assumed its sold which I understand but a short message to say out of courtesy would have been appreciated.

I am writing to raise a complaint regarding the standard of service I received during my recent visit to your Preston dealership.After dropping my vehicle off at approximately 10:00am, I received a call at around 11:30am following your inspection of the vehicle. During that call, I authorised the additional work you recommended, including an air conditioning service and a brake fluid change. I also specifically asked for my rear right tyre to be checked as it had been repeatedly losing air.My plan was to travel from the dealership to visit my grandparents and then return once I received a call to say the vehicle was ready. Before booking an Uber, I contacted the service department for a rough estimate of when the car would be finished. I was led to believe it would not be much longer, so rather than travelling to my grandparents and then back again, I decided to wait at the dealership.Unfortunately, I then spent around two hours waiting without any update. It was only at approximately 5:00pm that a member of staff approached me to ask what I was waiting for, at which point I was told my vehicle had been ready. At no point was I informed that the work had been completed, despite sitting in the waiting area. A simple update would have avoided an unnecessary two-hour wait.Since the service, I have also received repeated emails and telephone calls advising that my brake fluid change is overdue. I replied to the first email explaining that the brake fluid had been changed during this service, yet I continued to receive further reminders and calls. It was only after sending a second email that I finally received a response stating that my comments would be passed to the relevant department. This has left me with very little confidence that your records accurately reflect the work that was carried out.Adding to these concerns, my rear right tyre is once again losing pressure despite me specifically requesting that it be checked. I have also found that another tyre was inflated to around 40 psi, significantly above the manufacturer's recommended pressure.Given these issues, I would like written confirmation that both the brake fluid change and air conditioning service I paid for were completed. I would also appreciate an explanation as to why I continue to receive reminders for work that should already have been carried out, together with confirmation of what inspection was undertaken on my rear tyre.Overall, this experience has been extremely disappointing. The customer service I received was poor throughout, from the lack of communication on the day to the ongoing administrative issues afterwards. Unfortunately, the standard of service at Preston has declined significantly, and based on my recent experiences I would have serious reservations about purchasing another Volkswagen in the future.I look forward to your response.

Extremely unhelpful response after initial enquiry, being evasive and not answering direct questions. Perhaps he was having a bad day but you’d think you don’t want to sell cars with salesman like that.

We did not receive the locking nut or did the car have a spare key which had to be chased over a month after