I am writing to formally complain about the completely unacceptable level of service, communication, and customer care I have experienced.Due to your failure to inform me that my vehicle would not be ready as scheduled, I was left with no option but to book a hotel at my own expense. No courtesy or replacement vehicle was arranged, nor was any proactive communication provided.When I chased for an update, I was explicitly told I would have the vehicle back no later than midday the following day. This did not happen. Once again, no updates were provided. I was repeatedly hung up on while attempting to contact your team and ultimately left six hours from home at 14:00 on a Friday with no vehicle, no information, and no support.As of today—three days later—I have still not received any update whatsoever. I have been forced to source my own replacement vehicle at significant cost, which I am now paying for out of pocket.This is despite having this vehicle, and another, on business lease with you, both covered by full servicing and support packages. The complete lack of communication, failure to meet commitments, and absence of any contingency planning is wholly unacceptable and has caused avoidable disruption, expense, and inconvenience.I expect:• An immediate update on the status of my vehicle• A full explanation for the failures outlined above• Reimbursement of all reasonable costs incurred (hotel, replacement vehicle, and associated expenses)• Confirmation of how this matter will be escalated internally to prevent a repeatIf this is not resolved promptly, I will have no hesitation in escalating the matter formally and reconsidering my ongoing business relationship with your company.I expect a response as a matter of urgency.

No one has got back to me since the enquiry and have also ring and spoken to someone and still nothing.

Dear Service Manager,I am writing to you directly to formally complain about the extremely poor handling of a safety recall booking by your service department at VW Lookers of Preston.On 19 December 2025, I booked my vehicle for a manufacturer recall appointment on 3 February 2026. The recall involves a software update to correct a fault where a door may open while the vehicle is in motion, which is a serious safety issue. At the time of booking, I was explicitly assured that a courtesy car would be provided for three days.Since making this booking, I have made repeated attempts to contact your service department to confirm arrangements. On multiple occasions, I was told that “someone will call you back in 10 minutes”. These calls never occurred, including one instance where I waited five days with no response whatsoever.This level of service is unacceptable, particularly given the safety-critical nature of the recall. Your department’s failure to communicate has left me with no confidence that my appointment or courtesy car arrangements are actually in place.I now require immediate written confirmation of the following:That my recall appointment on 3 February 2026 is confirmed That a courtesy car will be provided for the agreed three-day periodShould I not receive a prompt response, I will escalate this matter to Volkswagen UK and Lookers Group Head Office, as well as pursue a formal complaint regarding the handling of a manufacturer safety recall.I expect this issue to be addressed urgently and professionally.Yours faithfully,Sukhdev birk07853739238PJ25BMO

Excellent and professional approach to making me aware of what was currently available and options open to myself

Irresponsible staff. Before the payment asked I told that there is less chance to get approved the Finance so the staff told if the Finance is not approving the payment will be refunded. I paid 250 on that same day. I am waiting for the last three weeks to get the payment no response. I have contacted many times. Nobody contacted me back saying next Friday next Tuesday so this is really frustrating.

Told the garage would contact me, they never did so obviously not interested in my business and I have bought my VW elsewhere

We were contacted by the team around Christmas, which was well timed as we were approaching the point where we could potentially upgrade our PCP and move into a newer model. Initially, the service was good. We visited the Preston VW store for a meeting and the team were helpful in looking at options; however, the level of detail was limited and there didn’t seem to be much eagerness to find a solution that suited our needs. The approach felt very much “this is what we can do” rather than working with us, despite us being clear that we weren’t looking to significantly increase our monthly payments.Unfortunately, communication then became an issue. The team member we had been dealing with left, which we only discovered after chasing for the third time to speak with her. From that point on, updates were slow and inconsistent, which was frustrating as we had made it clear that we were keen to upgrade fairly quickly.In the end, we decided to move our enquiry to VW Blackburn, and the difference has been night and day. From the first call, they were responsive, proactive, and genuinely keen to help. The atmosphere in the Blackburn showroom is noticeably more welcoming, and the service feels far more personal. We are now in discussions with Jordan to view a potential new car this week, and he has communicated brilliantly to find a suitable time for us to drop in and look around the car. He has been in touch promptly throughout, with a clear willingness to find something that suits our requirements.I don’t believe we will have been the only customers to look elsewhere following a similar experience. Fortunately for Volkswagen, we chose another VW branch rather than moving to a different manufacturer altogether.Overall, we’re very glad we decided to visit Blackburn, as the level of service has been excellent compared to our experience at Preston.

The contact was very responsive

No response.

Yes I made an enquiry and I got a response. WHAT I DON@T WANT IS TO BE CONSTANTLY BOMBARDED WITH PHONE CALL & EMAILS ESPECIAL:LY SINCE I@VE REQUESTED THAT YOU DESIST>