After sales not receiving all information

Subject: Formal Complaint – VW All-In Service Plan 440183156852 MK21HHTDear Customer Services,I am writing to make a formal complaint regarding the extremely poor communication and administration surrounding my VW All-In Service Plan (Agreement No. 440183156852), which I purchased at your Preston branch in early March 2026.Three weeks after purchasing the plan, I had still not received any paperwork or confirmation relating to my agreement. I subsequently contacted the branch and received three separate emails from Neil Gibson assuring me that he would resolve the issue and arrange for the documentation to be sent.Despite these assurances, more than two months later I have still received nothing.To make matters worse, today I contacted VW Financial Services and spoke with Triana, who informed me that there is no record of my agreement on their system. This is deeply concerning given that the plan was purchased and I have repeatedly chased the matter over several months.I find it unacceptable that:• I have not received any hard copy or confirmation documentation for a service plan purchased in early March.• Multiple assurances were given that the matter would be resolved, yet no action appears to have been taken.• VW Financial Services has no record of the agreement despite the passage of several months.• I have had to spend significant time repeatedly following up on an issue that should have been dealt with promptly and professionally.I now require this matter to be investigated as a priority. Please confirm:1. That my VW All-In Service Plan 440183156852 has been correctly set up and is active.2. Why there is apparently no record of the agreement with VW Financial Services.3. When I will receive the full documentation relating to the plan.4. What steps will be taken to prevent further delays and inconvenience.Given the length of time this issue has remained unresolved, I would appreciate a response as soon as possible and no later than 14 days from receipt of this complaint.I look forward to receiving confirmation that this matter has been resolved without further delay.Yours faithfully,Andrew Heywood

purchased a vehicle at the end of March, within one week the cust was having problems with an app.the second key was inactie the side mirrors werent working, badge n the car was half missing. This was reported to a chap called John. As the cust lives some distance he was asked to visit another dealership. When the job is done the gargage needs to liase with them to pay the bill. Booked 4 weeks later, the key hadnt arrived so had to rearrange. Badge and key was taken in and asked to leave the vehicle for 24 hurs. Cust received a call to say the vehicle was done and payment had been done.. Repair garage hadnt received the funds. As they didnt receive the funds so wouldnt release the vehicle. When the cust went and picked up the car they noticed that the side mirror had already been damaged. Cables were tied together with cable ties. Then Preston wanted the vehicle back for a diag. Cust was told it would be about £2,000, this had nothing to do with the cust. They can take the car back and give the cust a cc this was agreed at the beginning of June, They would also reimburse for the taxi each way, but failed to advise it would take 5 working days to get the money sorted It did not arrive and today they still have not received the money. Grace from accounts advised the cust that they have not received any request. Text the dealership to see when the vehicle needs to go in. Monday emailed and has not replied and then emailed again and still no reply.

My problem was listened to and satisfactorily explained.

I submitted a complaint on 14th May, and have had no further communication. Ticket number 88278287. As per your website, communication is supposed to be within 14 days.

I am raising a complaint regarding my Volkswagen All-in Service Plan for my VW Arteon, registration DF21 CYL.I signed up to the two-year All-in Service Plan in 2024, which expired in April 2026. At the very start of the plan, I raised an issue with the driver’s window not closing properly. As this appears to be a defect, I understood this should have been covered under the warranty element of the All-in plan.Despite raising the issue while the plan was active, it has still not been repaired. I have now been told that I should raise it again as a separate issue, but because the plan has now expired, I would be charged for diagnosis and any repair. I do not feel this is fair, as the fault was reported during the active period of the plan and should have been properly investigated and resolved at the time.I am very disappointed with how this has been handled. I have generally had good experiences with the VW team at Preston and have spent a significant amount with Lookers Volkswagen servicing over the years. This is also my second service plan for my second VW Arteon, so I have been a loyal customer. However, this experience has seriously affected my confidence in the Volkswagen All-in Service Plan and in using Lookers Volkswagen for aftersales support.When I raised this with the customer advisor, I felt my concerns were dismissed and that no reasonable attempt was made to acknowledge that the fault had originally been reported while the plan was active.I would like Lookers Volkswagen to review the history of this issue, confirm when the driver’s window fault was first reported and arrange for the diagnosis and repair to be carried out under the terms of the All-in Service Plan, without additional charge to me.

David was lovely and helpful. Kept us well informed and sat down and explained everything as well as answering all of my questions.Got a test drive sorted within a few days.

I received an unsolicited email offering me a 24-hour test drive...From: Volkswagen UKSent: Thursday, June 04, 2026 12:01To: Me (I have a 24 reg T-Roc R-Line - from new)Subject: Your 24-hour T-Roc test drive.Upon requesting the test drive - I was told it would be an accompanied test drive of half an hour or so.My issue is simple - do not send me emails offering me a 24 hour test drive if you cannot provide a 24 hour test drive. I've had 24-hour test drive with Toyota and unaccompanied test drive drive with Lexus (two different towns and dealerships) so I'm no stranger to long and unaccompanied test drives.You don't need my permission to publish this but please do publish this.Thank you.

Customer service was rude

on 23rd May paid £250 reservation deposit, went to look at vehicle and decided against going ahead with the vehicle and requested refund of the deposit on the 28th May. as of now still no refund received. also felt that the person she had been dealing with was rather unprofessional and quite abrupt in his email responses