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.

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.