Sales exec I spoke to wasn’t helpful in the slightest wanted me to do a deal on the phone there and then kept saying she could do a better deal if I was committed but wouldn’t tell me what the deal would be for me to commit and then ended the call

Hello i make a complaint 14 days ago and have yet to hear anything back. Re spare key.

VW Golf VU69 JVZ - Policy number 151834919 - Original VW Claim number 05971860 – Headlight failure - ingesting water - Subsequent changed VW Case number 06335266Discontinuance of Claim Number 1770 9922 6077 0288I have acted on behalf of my wife throughout the whole procedure of the Subject claim (and the previous warranty transfer to her name).In order to get closure on this issue, my wife agreed to accept Volkswagen’s “goodwill payment” “without any admission of liability”.However, and compounding how badly this issue has been handled by VW, your legal department could not even extend the courtesy of appropriately responding to her emails sent on 8th and 9th March (Letter of response to claim form - Susan Wright - 796MC972). How rude!Given that Volkswagen were completely wrong in the way they and particularly Lookers of Preston completely mis-managed this entirely valid claim in the first place, and the fact that it has taken over a year to get the appropriate resolution, I was on the point of not sending the attached Notice of Discontinuance just to make life as difficult as I could for VW. However, I will refrain from stooping to adopt Volkswagen’s shabby and ill-mannered methods of dealing with customer issues.I have owned several VW’s in my 60+ years of driving and previously held their customer support and service in very high regard. The fact that my wife has been treated so badly over the above claim (and also the transfer of the extended warranty!) without any admission of fault or apology, is a clear indication of appalling way VW now treats is customers, and leaves an exceeding bad taste in my mouth. That said, I will qualify the above by saying that in isolation, Group 1 Bolton were the only VW element who behaved appropriately and were exceedingly helpful in getting the issue at least partially resolved.I hope someone in the company takes this issue and complaint very seriously and strives improve VW’s standards to those I previously held in such high regard.Paul Wright

I am appalled by the service I have received. My vehicle developed a fault with the glass roof creaking - a repair was done and then the problem reoccurred alongside more inc squeaking break pedal. I waited 4 months for the vehicle to have diagnostics - and a further 2 months for the repair. I was informed the repair would take 2 days. At lunch time on the second day I was told it would not be ready and it would be Monday - today. Lo and behold it’s not ready. I spoke to the service manager Neil who said the software updates were taking a long time - how about informing the customer?To top it off I have a loan vehicle with a faulty fuel gauge it smells of cigarettes and I can’t get a wheelchair in the boot. This is a Motability vehicle and I can’t transport my son in this loan car - I could have managed 2 days as advised but this is now day 5.We are due to buy a car shortly and I am certain we will not be buying a VW.

The staff will notPick up the phone. They will not return calls when you do get through. They have no information when you do get to talk to someone. We have returned a car and they haven’t contacted the finance. We are paying for a car we don’t have.

I was sold the car which had broken puddle lights. I took it in to be fixed when I asked for a set appointment which then wasn’t booked in for a ‘wait’ appointment and took over 4.5 hours to be told they didn’t have the parts in stock and I would have to take the car back. On pushing them they stated they did in fact have the parts but didn’t have the approval yet and the job would take another 2 hours after approval so just told me they didn’t have the parts, which is not great when it was booked in for a said appointment. 4.5 hours of my time wasted with no result and they wanted me to sit around and wait for 6.5 hours when they knew what the problem was and could’ve assessed the car first and asked for approval why fixing other cars. When I bought the car I was only given 1 key and was told I’d have the other key sent to me before the new year (the car was bought December 19th) it is now March 10th and still no second key. This is affecting me having the car as I can’t be a primary user on my car, I can’t do any software updates the car needs as I need to be a primary user and it’s disheartening this was meant to be a nice experience of getting a car but I’ve had nothing but trouble, a lack of communication and poor customer service after the sales. Happy to take my money but not hold up on what they promised with getting the second key with my car. It’s become beyond a joke I’m having to fight and argue over a key.

ID 3 August 2025, Demo model, broke down and is in VW dealership. Transpired that it already had faults, which had the customer know about he would not have bought it. Preston will take the vehicle back and ifi t is the same fault they will sort it. SM said they will pick up the car when they can pick it up and now this is 2 weeks ago and the vehicle still hasn't moved. No problem getting it not fit for purpose. Cust thinks VW UK have also have a hand in it. The cust has the authority too speak on behalf of his wife.

Friendly and helpful young lady.

Please can I have an update on my car it's been with you since Monday and when i dropped it off I was told I'd get a daily update that's not happened and I've rung and rung the last 2 days to see where it's up to but no answer.I've eventually spoken to someone about 1 pm today who said I would get a call back from the person dealing with my car at 2.30 Ish it's now 3.30 and I've had nothing. This is the 3rd time the car has been in for the same problem and your customer service is shocking, the update the person gave me over the phone earlier from reading notes on a screen sounds like the car has had done exactly the same as its first visit which didn't solve the issue as it was back up within 48 hours. The car does not do short runs I commute 20 miles to work and 20 miles back 3 days a week on the motorway. It runs round country lanes the rest of the time nothing is close so most journeys are over 30 mins each time up hills And round twisty lanes. I'm totally sick of being fobbed off and not given any information. If this continues I'll be seeking legal advice. The car has 4 year warranty with it and I've had it just about 12 months now and this has been an issue for at least half that time.It's the last time I would ever buy from you or VW for that matter.Please could someone have the courtesy to ring me Regards Rachel Sent from my iPhone [Bents] Disclaimer

Had car 1 year - it broke down went into Preston - has been chasing spare key for awhile, was told it would be in a few ago it would only take 10 days but this was weeks ago, Customer Dad has been in to branch to chase up also and was told it was getting sorted - no one at the branch is calling the customer back .