great service from Jayne Allred

The car was booked in at 10:15am 22/01/2026 which I was told was a set appointment due to my working schedule. As I arrived it was not booked as this but booked as a hand in keys and wait. I waited 3hours to get my keys back to be told the work couldn’t be done as the parts were not in after telling them it needed new parts and couldn’t be fixed as advised by one of your own master VW technicians. I understand the work has to be checked by themselves but at least have the parts ready when knowing I was coming for the parts. After I was told there was no parts, the manager then informed me rudely approached, there was parts and they’d do it upon approval so why was I handed my keys back? And why would I wait another 1.5/2hours for the work done when I was told 10:15 and this is now 13:00pm with another 1.5 hour wait. I live no where near the branch which I expressed in the beginning to then be told I could’ve taken this vehicle to any VW when I asked the service desk team they said it had to be lookers. Now you’ve tried to process the parts via Preston my local VW will now not do the work but I can’t get the car back to Preston for over a month. I want the diagnostic with Preston canceled so I can take it to the corkills group near by who have better manners, service and customer service. I am still waiting for a second key from the Preston branch with no update after over a month on where it is to be able to do a software update. This is beyond a joke and I’ve never had problems like this than with the Preston branch who do nothing but avoid any after sale problems, as shown today in store (22/01) where the sales team were avoiding calls to make a bru and to be called back which never happens like myself.I am from a family who work for Volkswagen and this has been the poorest service I have ever received. Today was a waste of my time, fuel, and having to book a day off work to be lied to and messed around. They can’t even get a story straight never mind knowledge.

Communication with the sales advisor was poor and unreliable to keep updated with the process .

I am on Motability and arranged for mot service on the 14th January to arrange for pickup of car 21st January at 10am by 11am no one came to pick up the car so phoned them first they said they would phone back NEVER DID second time they cut me off third time she said she would e.mail the department and that was it we are no wiser to what is happening lookers kept e.mailing me to book this in and this is there response not good I would say this is supposed to be stress free on Motability my husband has lung cancer I can barely walk that was why they where picking the car up I don’t usually complain but it was a waste of day and time

Contacted about a test drive of an id 4. Called to be told none were in the showroom but that they could get one on for me to test drive and someone would be in touch, heard nothing since.

Hello,I've had a complaint through the live chat about a visit to VW Preston for an Airbag recall.Luisa raised the complaint for her son Joshua who brought the car in who was not told anything about what the recall was for and what repairs were carried out, the car was not washed/vacuumed and there was no health check carried out. He was also told to collect his car and when he arrived his car was not ready. She also said we haven't updated thelink with the progress of the car. She is disappointed with her experience and has requested a call backMobile - 07736624964Reg - ML07FPUStephen TullyCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk

I originally booked my vehicle in on 5 December 2025 due to a squeaky brake pedal. I was informed a new brake servo needed to be fitted & that they would also need the vehicle for 2 days (and would arrange a courtesy car) as an update also needed to be done.The car was then booked in for 22 December as the part was apparently on back order so needed time for this to arrive. This appointment was then cancelled due to the part still not having arrived.I received a text & email on 1 Jan informing me that my car had been booked in on 5 Jan. I attempted to call to speak to someone to double check they had the part & if a courtesy car had been arranged. I couldn’t get through to service so called sales who said they would chase someone in service for me. I was promised a call back & never received it.5 Jan came around - I received a vehicle status tracking link at 8am saying my car was in the workshop, which it wasn’t as I was sat in it. To then receive a call to say the part still wasn’t in & rearranged my appointment for today (14 Jan)In the meantime we received a letter to inform us that the car was on an urgent recall. My husband called to confirm that this would also be looked at on this booking & check a courtesy car had been organised. They confirmed the recall would be looked into but that a courtesy car hadn’t been sorted despite this being on the notes of the booking. It would appear we need to constantly push for the simplest of tasks to be completed.The same has happened again this morning. A text just after 8am with a vehicle status tracking link, which again says my car is in the workshop. It isn’t.I have tried numerous times to get through to service to see if today’s booking is still actually going ahead or not... They haven’t switched their phone lines on yet! (Last call attempt was 9:52)Instead I got through to someone in the Newcastle office, who also tried to call through to service on site, who again told me they couldn’t get hold of anyone either because their phone line wasn’t switched on.Absolutely awful customer service. Lack of communication & completely unacceptable that the phone lines aren’t even on. On every occasion my vehicle has been booked in I haven’t been able to get hold of anyone in service at all.It would appear Lookers Preston is obviously poorly managed & I would appreciate this matter being looked into.Thank you

Car prepped awful. Salesman useless, service and communication terrible. I will never return to a lookers dealership. This is my 2nd bad experience with lookers so this is clearly how it’s run.

I initially enquired about the 2017 Polo on the 24th November. The initial contact and communication with Mark and Lincoln, including sending me a video of the vehicle, was very prompt and the communications were professional. I called the dealership directly on the 28th November and was put through to a different colleague, Corrado, about reserving the car and a few logistics due to being located 4 hours of travel away in Surrey. Once reserved online, I was informed by Corrado that I would shortly receive the Sales T&C’s. Several hours passed and I had yet to receive anything, so I reached out again - first through requesting a call back on the website, and then by calling the dealership directly and requesting to speak with Corrado. On this phone call, I tried to explain the situation I am in and an ideal timeline for me to travel up to Preston in order to test drive and hopefully purchase the car. However, I was spoken over, cut off and did not get the opportunity to explain my situation.I sent an email asking for the service history of the car, information on the Approved Used program and asking to allow my friend local to the area to test drive the car. The reply I received simply said my friend could test drive on Sunday and asked for the time. It took me asking three times in the end to receive any information on the warranty and my request for the service history was overlooked – the only information I received was ‘the vehicle has had 2 owners the last owner has owned it since 2018’. Unfortunately, I overlooked the service history details (logbook) not being sent over and put it down to Corrado’s repeated unprofessional email etiquette and poor communication.On Monday 1st December I travelled from my home in Surrey to Preston, a journey that took me upwards of four hours. Upon arrival to the garage, the experience was very smooth; I test drove the car, looked around it and sat down with Corrado to go over a few things before proceeding. However, when I got to asking about the service history, I was informed that they did not in fact have the service history logbook for the car. A back and forth then ensued of him walking away to ‘look into it’ and see what he could do, before returning and saying they do not have the history but could reach out to the previous owners regarding it. However, this of course set alarm bells ringing, and I ended up walking away from the purchase. I was informed that if they were able to get the service history sent over, they would provide it to me.On Wednesday 3rd December, I was sent the cars service history logbook via email. Upon looking at the logbook and crosschecking it with the MOT history, I was deeply concerned to notice that the mileage does not match. On the MOT history, the mileage as of September 2020 is listed at 14,100 and in September 2021 is listed at 16,800. However, the logbook lists the mileage in September 2021 as 14,100, the same as the MOT history record for September 2020. The logbook is also all written in the exact same handwriting. Whilst the handwriting is explainable, the mileage discrepancy is very worrying. In accordance with Volkswagen Approved Used conditions, service history checks are performed, and it is verified that the mileage is correct. It is therefore troubling to me that this car is being sold under this programme as I cannot understand how the mileage is verified if the records do not align. Additionally, I am confused as to why the dealership would have not obtained the logbook upon receiving the car, as opposed to during the sales process. It is also alarming to see that the car is back up for sale. An explanation for all of this would certainly be welcomed, and I am more than happy to send over the service history logbook provided to me. In the end, I closed a deal on a car elsewhere.Overall, this situation has been very frustrating to deal with and has resulted in an unnecessary loss of time and money. I had to get a hotel room booked in Manchester and pay for an additional train journey across the country because of poor communication, costing me over £100 I had not expected to have to spend. There was also a complete absence of good salesmanship throughout this process - it was as if I was inconveniencing the salesman by requesting simple and important information about the car.Kindly let me know if you require any more detail on this matter. I have all of the communications documented and would be more than happy to provide any further information.

We booked our new car for its first service months ago to include a courtesy car for 23rd December. Arrived on time as agreed, intending to go and finish our Christmas shopping. The car had been lent out to someone else! The advisor was very apologetic and ferried us down to Deepdale Shopping Centre where we did a little more shopping, but insufficiently. Just over 2 hours later he reappeared with our car. The car was not cleaned nor dried properly after the service. On the whole, we felt most let down. Very disappointed.I should further add that I have always purchased Polo vehicles from Lookers in Preston for many years and feel the standards of customer service are unfortunately deteriorating.Mr and Mrs Doherty