Dear Sir/Madam,I am writing to formally lodge a complaint regarding the unacceptable level of service I have received from Volkswagen concerning my vehicle (registration number: RJ72 EDV).On 5 January last year, I brought my vehicle to your authorised service centre due to a fault with the parking system. The vehicle was kept for two days, and I was informed the issue had been resolved upon collection. However, the following morning, after performing a software update as prompted by the system, the same parking fault reoccurred.I immediately returned to the service centre and reported the issue again. I was advised that a further appointment would be required for inspection. Around the same time, I also received a DVLA notice requiring my vehicle to undergo a manufacturer recall relating to a door handle software issue. As such, both matters were scheduled for 4 March.I was informed that a courtesy car would be provided during the repair period. However, upon arrival on 4 March, after completing all registration procedures, I was given a manual transmission vehicle. As a holder of an automatic driving licence, and as my own vehicle is an electric automatic car, this was entirely unsuitable. Consequently, I had no choice but to cancel the repair and reschedule.I was then assured that a suitable vehicle (automatic or electric) would be arranged for my next appointment on 1 April.Unfortunately, upon returning again today (1 April), after completing all check-in procedures, I was informed—only after I specifically asked—that no courtesy vehicle was available. I was simply offered an apology, with no prior notice given to me before my visit.This situation is completely unacceptable. On multiple occasions, I have been assured that arrangements were in place, only to be let down upon arrival. At no point did anyone contact me in advance to inform me of any issues regarding the availability of a courtesy car.Furthermore, I was told that even for a future booking, a courtesy car cannot be guaranteed as vehicles “may be sold.” I find this explanation both unreasonable and highly unprofessional for a company of Volkswagen’s reputation.I was then offered an alternative solution—that someone could collect my car from my home. If such a service is available, I question why this was not offered earlier, instead of requiring me to make repeated, unnecessary journeys.As a single parent with two young children, these repeated visits have caused me significant inconvenience, stress, and disruption to my daily life, particularly in managing school drop-offs and pick-ups.I am extremely disappointed and frustrated by the way this matter has been handled.I would like:A clear explanation as to why these repeated failures in service occurredConfirmation of a guaranteed suitable courtesy vehicle (automatic/electric) for my next appointmentPriority booking with either:a confirmed suitable courtesy car, ora pre-arranged home collection and return serviceReimbursement or coverage of reasonable transportation costs incurred for my children’s school drop-offs and pick-ups during the repair periodAssurance that my vehicle issues will be properly resolved without further delayI look forward to your prompt response.Yours faithfully,Kit yi Cheng

Cust Had a good experience David Weir very helpful. cust is wanting the calls to stop, she wold like you to kindly stop calling

I was called whilst out shopping by a salesman called Andreas Solomi in December informing me that when I had refinanced my car I had made a further payment before the paper work had gone through. (Please also note that the whole process of refinancing my car was painful and took months and a significant amount of my time and emails- I also ended up with something I didn’t want but was bamboozled by the end). I was therefore due a refund. He told me he would email me and if I replied straight away I would have the money by the following Tuesday. He checked my email address which I confirmed. I received an email, a Docusign pack, but not to the email address I had given Andreas which I didn’t share with him and because it was asking for bank details etc I wanted to double check its authenticity. I called the dealership,, Andreas was off and I was put through to finance who said I wasn’t owed anything. I said I would call Andreas after Xmas. I called Andreas in January and he explained that my other email address was in the system so he’d sent it there instead. He said he would resend the form, confirmed I was due a refund and resent the forms and I would receive the money in a couple of days- this was the 2nd January. I have called weekly since then, Andreas never seemingly available or at work when I rang, and never returned my calls. I called again on 13th March and did manage to speak to Andreas, who apologised and confirmed again I was due over £280 refund and he would guarantee I had it by the following Tuesday. Needless to say, I haven’t had the refund, I have rung and left messages for Andreas and was guaranteed he would return my call this morning when I called again - I had asked to speak to someone senior and was told there was nobody there and Andreas would definitely call. As you can imagine, I am exhausted and furious about the service I have received. The amount of my time that had been wasted and the cost to me has been significant. I would be very grateful if someone could deal with this situation as a matter of urgency.

Twice now I have had problems with work not being completed in a timely manner.Most recently my car was booked in for an MOT by your bookings team. I dropped the car off, stating it was booked for an MOT. When I received the phone call to say the work was completed I was told that an oil service and health check had been done. I asked about the MOT to be told it wasn't booked in for one. I said that wasn't right and it needed to be completed. I was told by your colleague (Shannon) that I didn't need to be rude and shout as she wasn't shouting (I wasn't shouting or being rude, but making it clear that the error was on VWs part not mine, as confirmed by my partner). The car needed a track rod end replacement, something I was advised about in November at the service at a cost of 350 in November. But only 130 in march ...... Why he distinct difference in cost? I was also told the pollen filters needed replacing, something included in my all in plan. I was then told by Shannon that they didn't need replacing as they were replaced in November and it was an error on the apprentices part. Why was this not picked up by the apprentices supervisor at the time? Also why was my car booked in for a service without my knowledge when it was only serviced in November (again without my knowledge). My car had a full service in may 25, full service Nov 25 and interim service march 26 - only one was done with my consent before I took out the all in plan so I now have no more services and will need to pay for my next full service as it was done by VW too soon.Shannon was rude and abrasive with me.Her and her colleague could not agree on the tyre tread limit for advisory (apparently it's 3mm but I was told on my health check that 4.4mm is advisory). Again, this feels like lookers trying to get me to replace things that do not need replacing.This complaint has already been raised by your finance team on my behalf.

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.