When did I enquire about a vehicle please

incomplete information during purchase process, refund of deposited still pending over 10days from confirmation of the payment being processed

My rear passenger door latch intermittently fails. I’ve brought the car in multiple times; each time you say no fault found.On Wednesday, VW roadside escorted me to you and requested a courtesy car – I still don’t have one.On Thursday, your advisor asked if the technician could take my car home to try to replicate the fault. I agreed but asked what happens if they don’t find it. She said “we’ll cross that bridge tomorrow.”Today (Friday), a different advisor called, asked if the problem was intermittent (showing poor internal communication), then said: “If you are going to be like that, we are not going to be working on your car.” I ended the call due to his aggressive tone.Please: repair the fault, provide a courtesy car, address the advisor’s conduct, and supply a recording of today’s call.

I am writing to formally raise a complaint regarding the handling of multiple faults with my vehicle and the consistently poor level of service I have received. I first reported an issue on 15/12/25 via telephone to Sam Stewart; however, I received no follow-up until 19/12/25, when I was informed that a request had been sent to the service department, which was never actioned. While I initially showed patience due to the Christmas period, the delay was excessive and no proactive communication was provided. On 25/02/2026, I encountered a further issue where the rear passenger door would not close, raising serious safety concerns. Upon contacting Sam again, I was informed that the Sales Manager had left the business and the matter had not been properly handed over, which highlights a clear breakdown in internal communication.I was eventually referred to Kieran O’Donnell, Senior Service Advisor, and the vehicle was kept for approximately one week. I was advised that the faults, including a seat adjustment issue and the door fault, had been resolved, with the latter attributed to a misaligned striker plate. However, on 14/03/26, the same door issue reoccurred, leaving me and my family stranded and unable to return home. In Kieran’s absence, I was directed to VW Assist, and the AA attended. During this visit, I was informed that the striker plate on this model is a fixed unit and not adjustable, directly contradicting the explanation previously given and leading me to believe the issue had not been properly diagnosed or resolved.Since my last contact with Kieran on 17/03/26, I have made multiple attempts to follow up (four emails and three phone calls), all of which have gone unanswered despite assurances that messages would be passed on. This lack of response is unacceptable. I have since gathered video evidence of the door fault and images showing water ingress into the vehicle’s lights, which I have been advised may lead to further electrical issues. These ongoing faults significantly impact the usability, safety, and reliability of the vehicle.I have made it clear that I rely on this vehicle to safely transport my family, including my four-year-old child and my wife, who is currently eight months pregnant. The unresolved door fault presents a serious safety risk, and the continued lack of action or communication has only added to my concern. Furthermore, I feel I was placed under undue pressure during the sales process, having been chased to see if I wanted to proceed with the purchase within 12 hours despite believing I had a longer decision period after placing a deposit, citing that other buyers were interested.Overall, my experience from initial sale through to aftersales support has been wholly unsatisfactory. The lack of accountability, poor communication, and failure to resolve critical safety issues have had a significant impact. I now require this matter to be addressed urgently, with a clear and permanent resolution to all outstanding faults.

HiI am looking at car information and I have noted the car under my reg comes up with electric hybrid yet the documents you provided me reports petrol and the car I took from you is petrol only!I have attached pictures to show this, as the information is incorrect, it will impact my insurance, please correct this ASAP.Mrs Mota-Bobat

The car I came to view looked to be in extremely poor condition despite being told by the salesman on the telephone that I wouldn't find a better example

Firstly, I have a service plan and also an extended warranty on my car.First issue occurred some months ago. Car was giving erroneous error fault messages. I tried to book this into lookers. I was told it would take several weeks. Not wanting to risk causing further damage, I took the car to my local garage, who diagnosed the fault immediately and gave the car back to me.Second incident. I've attempted to use the app several times to book an oil change. With each submission I've been informed I'll be contacted. I've so far had nothing back at all. As a result I contacted lookers through the telephone number and seemed to get through to a central centre. I can only describe the woman as incredibly rude and unhelpful. She couldn't locate my car on my private plate or the original plate I bought the car on from lookers preston. Eventually getting past this, I said I'd need a Saturday service, to abruptly be told the earliest time available was may.I simply couldn't wait that long with Easter coming up and lots of driving will be needed with children.So, again I booked in with my local garage who got me in within a week. Whilst there they also diagnosed that all my shock absorbers are leaking and my rear tyres are wearing unevenly. They suggested I contact lookers in regards to this as it may be under warranty. To be honest, other than walking into the garage I have no faith in any method of contact, even this. As such, and also because I simply can't wait, I've booked my car with the local garage to get those replaced on Wednesday at my cost. Frankly, I've never had 4 shock absorbers go at once in any car. My last 3 cars have been golfs and I've had one shock absorber be replaced in total because it was misting. At the time of the MOT, they were fine so all have gone in a very short space of time together. And no I don't hit lots of potholes as most of my driving is up and down the m6 and so I know where the potholes are and avoid them. Besides, there is no other damage to any other components such as tyres or alloys.Also, I keep being sent messages in regards to brake fluid. I had this replaced and the MOT done with my local garage because it seems going through VW is like turning an oil tanker and anything takes an age and I simply wanted things quickly and easily. I drive a lot. I work in derby during the week and in Preston at weekends. I took out an extended warranty to protect me, yet this seems utterly useless because I may either have a car that doesn't work or I'm driving yet is unsafe because of the length of time it takes to get booked in. I can't afford to lose a car for 4 weeks to simply have the car looked at and then be told it'll be further weeks to get the part in. As for the service plan, this also seems useless for fairly standard procedures. What's the point?!Frankly, I'm a bit disillusioned with lookers. Other than buying a car, which was great, I'm not overly impressed with anything else. Next time I buy I'll look for a warranty elsewhere, MDP elsewhere and service plans elsewhere. Thanks, if this is actually read and any action taken or I'm contacted about anything.

I am extremely disappointed with the service provided by the Volkswagen Lookers garage in Preston.My car has been with them since Thursday, and throughout this time I have been repeatedly misled about when it would be ready. I was told it would be completed by Wednesday, then reassured it would be done today, only to be informed an hour before closing that it will now not be ready until next Tuesday. The reason given was that they only realised this morning they had the wrong tool—yet still allowed us to believe all day that the car would be finished.I understand that garages are busy and delays can happen, but giving customers false timelines and raising expectations that are not met is completely unacceptable.The situation was made worse when I asked to speak to a senior member of staff and was told none were available. This turned out to be untrue, as when my parent went to the garage in person, senior staff were in fact present. During that visit, a staff member also made an unprofessional and disrespectful comment that my parent “looked a state,” which is completely inappropriate.When we asked to have the car returned, we were told this was not possible because it was “in bits,” despite the fact the repair is clearly not being prioritised and will not be completed for several more days.The garage was very quick to take the money, but fail to provide a reasonable standard of customer service in return. When attempting to contact customer services, they were unhelpful, showed little interest in resolving the issue, and failed to provide any satisfactory solution.As an 18-year-old student, I rely on my car to get to important commitments, and this situation has caused significant disruption.Overall, this experience has been defined by poor communication, misleading information, and unprofessional behaviour.

My daughter's car has been taken to this garage under warranty on Thursday 26th March under warranty (Y17 DME). We were informed by the garage on the 27th March that the EML on the dash and needed parts which were being ordered. We had no other communication from the garage; I have had to ring every day to see what was happening. I was told on Tuesday 31st March that the part was in and that they needed a tool which was being delivered from another Dealership and that the car would be ready on Wednesday 1st April, I was also advised it was a 5 minute job. I rang on 1st April and was told that the car would be ready in the afternoon. I rang again to be told that the car would now be ready on the 2nd April. I rang against after 3 on the 2nd April and to be told that the vehicle was on the ramp and somebody would ring me back within 10 minutes. By 5 pm, nobody has rung so I rang to be advised that they had the incorrect tool and the correct tool would be delivered from Blackburn and I could collect the car on Tuesday 7th April.When I questioned this further, the lady I spoke to, was extremely basic in her approach towards me and her answers were basic, at some points, she just went silent; so much so, I had to ask, if she was still there. I asked, if they could provide a courtesy car but was told no, only to drivers over the age of 21.I asked to speak to the Dealer Principal and she told me, he was not there. I then asked to speak to somebody more Senior: she advised me, that there was nobody more senior in the building and she just went silent. I told her, that I had no choice but to leave it.My husband was on his way home from the gym going past the garage and called in. The lady who had spoken to me, by all accounts greeted him. When he asked if somebody more senior was in, the Service Manager was sat in his office (!) and he came out. The Service Manager explained that they had the incorrect tool and somebody was going to Blackburn on Saturday. My husband asked if the car would be ready for Saturday evening. The Service Manager said not, they had other "priority jobs" in. My husband asked, surely the car on the ramp that needs a part that takes 5 minutes to do, could be done; the Service Manager said not. My husband said that the Service Manager's tone and attitude was poor. I believe from my husband that the situation got heated and 4 other gentlemen (who my husband assumed were Sales Associates) stood behind the Service Manager and one of the Sales Associates said "just leave" and looked my husband up and down and said "look at the state of you". That obviously exacerbated what appeared to be an already contentious situation. Is this the way, VW Lookers train their staff: to trade personnel insults with their customers?? I believe there was an unpleasant exchange after that point and my husband left.My questions are, why did the lady who rung me, advise that there was no senior Personnel in the garage when I asked, when quite clearly, the Service Manager was sat in his office? Again, why is a Sales Associate making personnel insults to customers?The service from this garage has been abysmal and I have had to do all the chasing and the garage has not provided any updates. Many times when you ring, the phone just rings out and nobody answers.

1. Unresponsiveness of the Service DepartmentOn multiple occasions, I have attempted to contact the service department to verify my vehicle’s servicing history and discuss ongoing issues. Unfortunately, I have found the department to be unresponsive and extremely difficult to reach by phone. Furthermore, upon visiting the dealership for scheduled services, the work carried out on my vehicle was not logged in the system, despite my request for confirmation of the servicing history.2. Poor Service Quality During January VisitDuring my service visit in January, my vehicle was retained at the dealership for the entire day. However, work on the vehicle did not commence until the afternoon. Upon collection, I was handed only the keys, with no service paperwork or documentation provided. Additionally, an unopened bottle of oil was left on the passenger seat, indicating that the service may not have been completed as expected.3. Courtesy Car ConditionOn 13 January, when my vehicle was in for servicing, I was provided with a courtesy car (VW Polo) that was unsanitary and poorly maintained. The interior was littered with sweet wrappers and empty water bottles, and the fuel level was barely adequate. This was highly unprofessional and did not reflect the standards expected from a Volkswagen dealership.4. Lack of Follow-Up from the Servicing TeamFollowing these issues, I initially contacted my sales representative, Mr. David Weir, to resolve the matters before escalating to a formal complaint. Mr. Weir referred me to Mr. Kieran O’Donnell from the servicing team. Mr. O’Donnell attempted to contact me; however, as I was unavailable at the time, I replied to his email on 23 March. Unfortunately, I have not received any response since that date. Every subsequent attempt to contact the dealership by phone has resulted in being redirected to the Lookers call centre, rather than reaching Mr. O’Donnell or the service department directly.5. Ongoing Vehicle Faults and Unresolved DiagnosticsMy vehicle has experienced persistent faults, including the infotainment screen cutting out at dangerous moments and an SOS warning fault. The SOS warning fault has now been fully rectified. However, further reported issues were not properly diagnosed. During a recent inspection, technicians claimed they could not identify any fault. Although an oil filter was replaced, there was no system update or record confirming that this work had been carried out.