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

On collection of my car after service, I was disappointed to notice some scratches on resr bumper. It looks as though the scratches have been made during washing of the car. There a wipe marks on the bumper around the scratches and it appears that grit might have been under what was used to wash the car. I will call the branch in the morning to discuss it and arrangements for scratches to ge removed.

I put in a complaint with Volkswagen directly about the service we received after having some bodywork done earlier in the month. This was passed on to lookers and I was told I would get a response within 48 hours. It has now been 5 working days and I have heard nothing in regards to my complaint.I know the complaint has been passed on as I had an email from Volkswagen confirming this.

I initially viewed a car at the end of January and after many issues, the payment was made for the car on the 27th February. The vehicle was then not delivered until the 1st April. On receipt of the vehicle, one set of microphones for the bluetooth system do not work, meaning that whilst driving, you can hear a caller but they cannot hear you, unless you undo the seatbelt, which is obviously neither safe nor legal. I contacted Lookers the same day to report the fault and having sent emails to Jon Gill (20/04 and 30/04) and then with Keiran O'Donnell (01/05, 07/05, 08/05 and 14/05), I found out that he is no longer employed by Lookers. Keiran had agreed to send a seatbelt to me and for Lookers to cover the labour for getting it fitted, as this was less expensive and time consuming than returning the car to you. Estimates were supplied for this. I was then given Neil Gibson as a contact and emailed him on 18/05 and have subsequently left phone messages for him on 19/05 (x2) and 20/05 but have yet to receive a call back or acknowledgement of my email. I have also not had a V5 for the car and on enquiring with the DVLA directly (as no-one at the brach responds), I find out the car is still recorded with them as being in the motor trade as the admin people had not sent the DVLA notification of the change of ownership. This has been since 27/02! So, I still have a car with a faulty seatbelt/bluetooth system that no-one is taking ownership of. This is not the service I would expect purchasing a car from the Lookers Group. I would like the problem rectified and some form of compensation as acknowledgement for my time and constant chasing of the dealership at which nobody takes responsibility and customers seem to come last.

Jordan Middleton was very helpful and informative and went out of his way to offer me a great deal.

Initial service and response was fine but over a week after informing you that I have decided not to buy the vehicle I am still waiting for my deposit back