I initially viewed a car at the end of January and after many issues, the payment was made for the car on the 27th February. The vehicle was then not delivered until the 1st April. On receipt of the vehicle, one set of microphones for the bluetooth system do not work, meaning that whilst driving, you can hear a caller but they cannot hear you, unless you undo the seatbelt, which is obviously neither safe nor legal. I contacted Lookers the same day to report the fault and having sent emails to Jon Gill (20/04 and 30/04) and then with Keiran O'Donnell (01/05, 07/05, 08/05 and 14/05), I found out that he is no longer employed by Lookers. Keiran had agreed to send a seatbelt to me and for Lookers to cover the labour for getting it fitted, as this was less expensive and time consuming than returning the car to you. Estimates were supplied for this. I was then given Neil Gibson as a contact and emailed him on 18/05 and have subsequently left phone messages for him on 19/05 (x2) and 20/05 but have yet to receive a call back or acknowledgement of my email. I have also not had a V5 for the car and on enquiring with the DVLA directly (as no-one at the brach responds), I find out the car is still recorded with them as being in the motor trade as the admin people had not sent the DVLA notification of the change of ownership. This has been since 27/02! So, I still have a car with a faulty seatbelt/bluetooth system that no-one is taking ownership of. This is not the service I would expect purchasing a car from the Lookers Group. I would like the problem rectified and some form of compensation as acknowledgement for my time and constant chasing of the dealership at which nobody takes responsibility and customers seem to come last.

Jordan Middleton was very helpful and informative and went out of his way to offer me a great deal.

Initial service and response was fine but over a week after informing you that I have decided not to buy the vehicle I am still waiting for my deposit back

Nobody got back to me

I part exchanged my car last month for a newer model. I was told the car was already in the country, at a branch in Guildford and it just needed transporting to Preston. However, it then transpired that this was not the case and the car was being made out of the country. It took some weeks more than I was originally told to arrive.Communication from the dealership was poor during this period, and I had to chase up progress numerous times.During the order, I was promised the same spec of car, except the panoramic roof and heads up display. I was happy with this compromise. However, on receipt of the vehicle I noticed there were no front parking cameras, no blind spot sensors and the seats were not electric - some significant differences from the spec of my previous car and at no point was I informed this was the case.I was promised after sales phone calls to check in on the car. I have not received any communication what so ever. I have attempted to get in touch the the sales rep and dealership numerous times and have received no responses.

Sales team not interested

Matty was polite and pleasant and being able test drive was great and easy to do without any pressure . We bought the same car we drove elsewhere only because it was an ID5 pro max which had quite a few more features than the match we drove in Preston . We went elsewhere only because of a better spec for no other reason.

cust is calling as she is sick of all the bushes that are growing into her garden. You are just leaving them and they are a mess in my garden,

Dear Sir/Madam,My name is Nerry Narbonita, and I am the registered owner of the Volkswagen vehicle purchased from Lookers Volkswagen Preston on 14 October 2025.I am writing to formally escalate a serious complaint regarding repeated vehicle failures, major safety concerns, lack of transparency, poor customer service and the complete loss of confidence I now have in both the vehicle and the dealership that sold it to me.This vehicle is less than six months old, yet it has already suffered multiple breakdowns requiring roadside assistance and repeated returns to the dealership. As a customer who purchased what I believed to be a reliable and safe brand new vehicle, this entire experience has been extremely distressing, exhausting and deeply disappointing.What makes this situation even worse is the complete lack of communication and professionalism shown by the dealership that sold us the car. Throughout this entire process, Lookers Volkswagen Preston has failed to show even the basic decency of properly communicating with us regarding the condition and status of our vehicle. We were repeatedly ignored, left waiting without updates and forced to chase the dealership ourselves simply to get information about a car that has already broken down twice within months of purchase.For clarity, below is the timeline of events.• 14 October 2025 - Vehicle purchased from Looker Volkswagen Preston.• 14 December 2025 - Multiple warning lights suddenly appeared across the dashboard while using the vehicle. Due to serious concerns regarding the safety and reliability of the car, roadside assistance attended the incident.• 17 December 2025 - The vehicle was returned to Lookers Volkswagen Preston for inspection and repair. We were provided with a replacement vehicle while the car was being repaired. However, despite the seriousness of the fault, we were never provided with any diagnostic report, repair summary, service documentation or explanation regarding what faults were identified or what repairs were carried out. To this day, I still have no official record of what work was performed on the vehicle.• 5 April 2026 - The vehicle developed another fault and would not start properly. Although the vehicle later started again, dashboard warning lights continued to appear causing renewed concerns regarding the safety and reliability of the car.• 7 April 2026 - The vehicle completely failed to start and roadside assistance attended for a second time. The car was once again returned to Lookers Volkswagen Preston due to another serious breakdown• 8 April 2026 - We were provided with another replacement vehicle which we are still using up to the present date.• 10 April 2026 - We personally attended the dealership in Lookers Volkswagen Preston after receiving no communication or updates regarding our vehicle. During this visit, we clearly informed your staff that due to the repeated breakdowns and seriousness of the faults, I no longer wished to continue with the vehicle and wanted to terminate or reject the agreement entirely.During our discussion with your agent, we made it absolutely clear that I had already lost all confidence in the vehicle's safety, reliability and road worthiness. I have explained that a brand new vehicle repeatedly breaking down within such a short period of ownership is completely unacceptable and has left me feeling unsafe and uncomfortable using the car.To our shock and disappointment, the staff could not even locate updated information regarding my vehicle on your internal system. This only increased our concerns regarding how poorly this matter has been managed from the beginning.When I formally raised my request to terminate the agreement due to the seriousness of the situation, I was simply told that the vehicle "still needed to be checked" and that I would need to wait for the results before any decision could be considered.I find this response extremely concerning and unacceptable.Despite the repeated breakdowns, ongoing safety concerns and emotional distress caused to me and my family, I was effectively expected to wait indefinitely while making monthly payments on a vehicle I no longer trust and feel unsafe driving. At no point did I feel my concerns regarding safety and reliability were ignored.Furthermore, from the very first repair in December 2025 up until today, I have never received any paper work, diagnostic findings, repair reports or service records explaining what faults were identified or what repairs were carried out on the vehicle. As a paying customer, I believe I am fully entitled to this information, particularly for a brand new vehicle that has repeatedly failed within months of purchased.The lack of transparency throughout this entire process has been deeply unacceptable and has only further damaged my trust and confidence in both the vehicle and the dealership.Following my complaint on 10 April 2026, I repeatedly contacted the dealership myself to request updates regarding my vehicle. Below are additional dates where I personally chased the dealership for information due to the lack of communication from your staff:• 14 April 2026 - Contacted dealership requesting update.• 15 April 2026 - Followed up again regarding vehicle status.• 17 April 2026 - Called the dealership three separate times in one day and was repeatedly told that someone would return my call, yet nobody contacted me back.• 18 April 2026 - Requested another update regarding the vehicle.• 5 May 2026 - Contacted the dealership again due to continued lack of communication.During these attempts, I have spoken with multiple staff members including Sheen, Andre and Keiran who repeatedly assured me that updates would be provided, yet no proper communication or follow-up was ever given.I am 70 years old, and I should not have been forced to continuously chase the dealership for basic updates regarding a faulty vehicle that is still under finance and warranty. The complete lack of communication, accountability and professionalism shown throughout this matter has caused severe stress, frustration, anxiety and emotional distress for both myself and my family.Even more unacceptable that despite the vehicle being returned on 7 April 2026, we were repeatedly informed that the next update would only be provided on 18 May 2026. Leaving us waiting over a month for updates on a faulty and potentially unsafe vehicle which demonstrates a complete lack of urgency, professionalism, customer care and respect.Throughout this entire ordeal, I have continued paying the vehicle finance payments in full despite I am unable to properly use the vehicle I purchased. Meanwhile, the emotional impact in this situation has been severe. The stress, anxiety, uncertainty and frustration caused by this ongoing matter has been overwhelming.Additionally, the replacement vehicle provided to us has also been unacceptable. It was not even a Volkswagen vehicle, had a tyre issue that required frequent inflation before use. That was on the first day when we got the replacement vehicle. Considering the seriousness of the circumstances and the significant amount I am paying every month, I believe I deserved a safe, reliable and replacement vehicle.At this stage, I no longer have any confidence whatsoever in the safety, reliability or credibility of this vehicle. I am also deeply disappointed by the way this matter has been handled by Lookers Volkswagen Preston from the very beginning.I am therefore formally requesting that this complaint be immediately escalated to senior management and Volkswagen Head Office for urgent investigation and resolution.I am requesting the following:1. A full written explanation regarding all faults affecting the vehicle.2. Full disclosure of all inspections, diagnostics, repairs and work carried out since December 2025.3. Copies of all diagnostic reports, repair records, workshop findings and service documentation related to the vehicle.4. Immediate and consistent communication regarding the status of the vehicle.5. Serious consideration for rejection or termination of the agreement due to repeated faults, safety concerns and complete loss of confidence in the vehicle.6. Appropriate compensation for the inconvenience, emotional distress, financial burden, poor communication and unacceptable customer service experienced throughout this process.If this matter is not resolved appropriately and urgently, I will have no choice but to escalate this complaint further through the Motor Ombudsman, finance provider dispute procedures and all other relevant consumer protection bodies available to me.I expect this matter to be treated with the seriousness and urgency it deserves and look forward to receiving your response.Yours faithfully,Nerry Narbonita

Jayne at Lookers Preston took details of my query and was very helpful, very informative and was very pleasant to deal with.