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.

Salesman never emailed or got back to me . Was supposed to email me about car’s within my budget.left a message the following day with another car I was interested in still no response. Salesman also didn’t know stock and price of vehicles terrible service.

Initial contact good. Still waiting for the video of the vehicle. Purchased elsewhere

Failure of vehicle due to electrical fault . A known fault yet there was no recall. I had to call rescue out then wait 3 days for a replacement vehicle . My car is less than a year old and I had not expected problems so soon. I urgently need transport as I am a carer and need to get to hospital regularly. I am 72 and felt was not dealt with understanding by Lookers Preston. I am not good with app or phone yet have no idea how long my car is out of action. This is very stressful . I have had 2 new cars from this dealership both VW’s and am very disappointed

Cust paid £300 28/04/2026. Cust has advised that they no longer want to go ahead with the purchase.

Excellent very good communication very helpful sales consultant went above and beyond to support me

No proper response, not responsible. Came for scheduled test drive, but not ready. No reply after that

To Whom It May ConcernI am extremely unimpressed with my recent experience of Lookers.I spent a lot of time researching to buy a VW Gold ClubSport. I eventually found one at Lookers Preston - CAR REG MC23 DXF, £28,772. I spoke to the sales manager Andreas who took my car details for a trade in value and said he would get back to me shortly.I did not hear back. I then called the next day and spoke to "Matty" who said he was picking up the sale and would help me. I said I had already been on a test drive in an identical car and wanted to buy it. Matty told me the car was "on hold" for me in the workshop and having a few minor things done.I asked re my car valuation and was told it has not been resolved.Over the weekend, I spoke to Matty and said I wanted to come and buy the car on Monday.On Monday, I called and was told it would be ready on Tuesday. I asked for a valuation and was told around £23,500 on my car.On Tuesday I called Matty and told him I was definitely coming to buy the car. We arranged to meet around lunchtime. On route he called and asked for some additional details.I arrived around lunchtime and spent two hours at the garage.The car had some issues!... a) the wheels were a different colour to the photo as they had been painted black (I wanted silver wheeels), b) it smelled of smoke c) the tyres were really poor and the front tyres were cheap budget tyres (not ok on a performance car). I agreed to pay cost at £670 for 4 performance tyres. d) there were warning lights coming on when driving - I was assured these were just related to a flat battery.Anyway, we spent a while talking and finalised the trade in value and price and I paid a deposit.I drove home expecting to collect the car the following day as I needed it for a trip.I received a call from Matty that evening to be told that there was an issue and that the car had actually been sold to someone else!!I was not happy and spoke to Lincoln who explained that a car is only held for 90 minutes as I had not paid a deposit.To be clear, this was a total shambles. At no point was it explained to me that the car might be sold to someone else. I paid a deposit (now refunded). How is that even possible if that car has been sold? Why didn't someone ask me to pay a deposit earlier?I took a day off work and spent 90 minutes each way traveling to the site. I am very unimpressed.Lincoln apologised and subsequently offered me an alternative in the group but it was not the right colour / spec.I have not agreed to buy an alternative like the one I wanted but that is in Newcastle and it is costing me £5k more (15000 less miles and has sunroof), also with £500 less on my trade in which I needed to rush through.Firstly, can someone senior please reply to confirm my complaint has been received.Was this car actually sold to a genuine customer - something didn't feel right about how this happened??Secondly, please have a think about my experience and how I can be compensated for it. Perhaps financial credit towards work / parts on my VW in return for the unnecessary stress and cost I have incurred. I am based in Cheshire fyi so preferably locally.Morgan Davies07801067931

I would like to raise a complaint about the communication and aftercare I have received since purchasing my VW ID 5.I went into Preston branch on Tuesday 31st March to obtain support for issues with the Primary User on the car (the previous user is still assigned). Upon advice in branch the car was booked in for Tuesday 14th April, with courtesy car and collection/delivery. I was told this was for a 'data cleanse' and to look at an separate issue with the wing mirror. At this point I made clear I needed to be in work by 10am on Tuesday 14th April, so the car would need to be collected before then, which was agreed with the person I booked in with in branch. Since then it has been a series of poor customer service and communication:I received a call on the evening of Monday 13th April to confirm the car was booked in. However, there was no record of collection/delivery. The woman I spoke to said she would rectify this and I would get a call back. No call back was received.On Tuesday 14th April, no collection was made due to issues with the courtesy car. I had to take the morning off work to wait for this, beyond the 10am request I had previously communicated. Most frustratingly, it was 12:30pm, and only after multiple back and forth calls prompted by myself, that it was confirmed there would be no collection and I would need to rebook in for Wednesday 22nd April 9:15am. I was advised at this point I would receive a call the day before the rearranged appointment to clarify pick up time, but this again did not happen.On Wednesday 22nd March, no collection occurred until 10:45am (despite the appointment time of 9:15am). No communication of a delay was passed to me, other than myself calling to get updates.Most frustratingly upon arrival, it was explained the appointment was for a technician to look at the car on the driveway to see if a fix could be done and was not actually booked in for a data cleanse/wing mirror repair as agreed. It took the technician less than 15 minutes to ascertain that was what is needed - leaving me in the same position I was in when I first came in branch on Tuesday 31st March. (I want to make clear the technician was a lovely young man and I have no issue with the service he provided - he has been let down by the communication and organisation around him). Ultimately, again took half a day off work for no service.The technician explained to me I would get a call within a few hours of him leaving to arrange a new booking. It is now over 24 hours and still no call - this is despite multiple attempts to call branch by myself and 2 promises from the staff member(s) I spoke with that someone from branch would call me back soon (namely a John) - however, still no call. I have also emailed a contact provided by the Technician (his manager - John Healy), but this email has not even been acknowledged. As a result, I am still awaiting a call to book in my car for the exact service I agreed over 3 weeks ago.I would like this complaint to be addressed and replied to explaining why this has occurred and what compensation I will be offered for the total of 1 day's annual leave I have now wasted waiting for delayed/cancelled collections.Ultimately, this currently feels like a dealership who put full effort and care into selling the car and very little into after it - which is very disappointing after a strong initial experience with Jordan and the initial aftercare due to a touchscreen issued which delayed the collection of the car.I am more than happy to acknowledge that often things are out staff members control and I will be patient and reasonable, as evidence by my approach with Jordan following the initial touch screen issue and my willingness to rearrange after failed collection on Tuesday 14th April. However, this customer service is now simply unacceptable.Thank you in advance for your time.