I have had a very disappointing experience buying a used Kia Ceed from Lookers Volkswagen Preston, with so much dishonesty, lack of care and shockingly poor customer service, it’s by far been the worst experience I’ve had buying a car.Firstly I spoke to them saying I just need a really reliable car. They said this would be extremely reliable. The car was advertised and described to me as being in immaculate condition inside with no marks or scuffs, but when it arrived it was anything but. The interior had significant marks and scuffs, including permanent pen marks/drawings all over the left side rear panels and visible scratches/holes including a huge tear in the seal of the door. The car was also dirty, still had the sticker mark on it from a bumper sticker they said they would remove for me, as well as a missing aerial (so the radio didn’t work), they said they had touched up some chips they discovered after I’d bought it (so the car wasn’t inspected before sale like they said it had been thoroughly?) it just looked awful and not worth the money I’d spent at all, but the worst part was that clearly it had not been inspected or prepared before delivery!Delivery itself was also a problem. It was delayed by nearly a week than the day I was originally given - because they then discovered some chips on it after I asked for a video (proving it wasn’t inspected), then they pushed back further multiple times with poor communication throughout - I had to keep chasing different staff members to get any updates on the car all throughout, otherwise I’d hear nothing. I had made it very clear I needed the car in time for my birthday plans (around 2 weeks later than when I reserved it), which they were aware of - yet it still arrived weeks and hours late, last minute so much so that I had to cancel my birthday plans going away because of it all! My friends had to celebrate it without me! I was honestly so disappointed that I’d trusted Lookers to buy from them and it ended up taking away my birthday.But the worst part of all, the car broke down immediately on my driveway after delivery due to an engine issue. I had to call out RAC, who confirmed the engine had flooded so the car would not start. Obviously at this point I did not want to drive it, because it was clear Lookers hadn’t inspected it at all with all of obvious false advertising so I didn’t feel safe to travel in this car. I contacted Lookers immediately.Customer service after the sale was EXTREMELY poor. I spent an entire day chasing for help with little to no response - everytime I’d call they would say they are trying to sort something out for me and will call me back asap. Promises of call-backs were not honoured at all, I was told someone was “sorting a courtesy car” only to have to call back for a fourth time as it was nearly their closing time, to find they had just gone home without updating me or sorting anything out. This left me completely stranded, when they well aware I was waiting to find a way to get down south for my birthday plans where everyone was waiting for me. I had no way of sorting anything because of how last minute they had done everything, knowing my plans.As a result, I had to cancel my own birthday plans going away and missed seeing friends so they had to celebrate without me while I was stuck at home alone. I was forced to hire a car at my OWN expense in the end because Lookers were so incompetent, just so I could travel to see family after feeling so low spending my birthday alone after a really tough few months.Overall, this has been the worst car buying experience I’ve ever had. The vehicle was not as described, broke down immediately, and the aftersales support was unacceptable.I am still waiting for my full refund and without a car because of it which is causing even further inconvenience and money.I didn’t even get a genuine apology, never mind any help. I had to chase several times for anything, all through the process, even collecting the car.

On 4th April I waited 1hr+ in person in the dealership to enquire into test driving an ID.3, to be turned away as they had none available to test drive and no available dates for booking. I then completed the online booking form. Jordan Reay in the VW contact centre asked me when I was free to test drive, implying they might have an ID.3 available. When I replied to this, Daniel Scanlan from the dealership emailed me, trying to sell me a car. When I again responded asking to test drive, Danny's rude and unhelpful response was as follows: ‘I understand but my job is to sell cars. I would ask the company you work for to get in touch with the leasing company you use and ask them if they can get you a car to drive.’

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.