We called over 2 years ago is this relevant now ?We went elsewhere

I am writing to raise a formal complaint regarding the MOT carried out on my vehicle at your Volkswagen service centre on 7th January 2026.Two weeks after the MOT, I took the vehicle to another garage in order to have the advisories listed on the MOT addressed. During this inspection, the garage identified that the wishbone bushes are starting to split. They advised that the condition of the bushes should have been identified during the MOT inspection, at the very least as an advisory, as they are clearly deteriorated and will require replacement in the near future.Given the short time period between the MOT and this inspection, it is difficult to accept that the condition of the bushes deteriorated significantly after the MOT. I was advised by the other garage that as suspension components, including wishbone bushes, form part of the MOT assessment their condition should have been noted.I am particularly concerned about the safety implications of this omission. Had the issue not been identified by the second garage, the vehicle could have continued to be driven, potentially leading to increased compromised handling, uneven tyre wear, and a greater risk of further suspension damage. This is precisely the type of issue an MOT inspection and advisory system is designed to highlight before it becomes more serious.I am therefore concerned that the MOT inspection was not carried out to the required standard. I would like this matter formally investigated and would appreciate a written explanation as to how this was missed, along with confirmation of what steps you are willing to take to resolve this.Please note that I am retaining all documentation from the second garage as evidence, should this matter need to be escalated further.

To begin with David was brilliant. It was another young chap in his 20s with blonde/brownish hair. We have got numerous cars from Preston VW and the sales people know that too. I came in, no refreshments were offered which was noticed as other customers had some sort of Beveridge on their table. No attention was given to us as the conversation was very deflated. He gave our quotes and that was it. He didnt ask if we wanted brand new or nearly new cars. Just emailed the quoted over for 2 brand new cars and that was it. He never informed me for when they could be delivered or nothing. As of now we will be going straight to Blackburn VW who take the time out and treat you with respect

great service from Jayne Allred

The car was booked in at 10:15am 22/01/2026 which I was told was a set appointment due to my working schedule. As I arrived it was not booked as this but booked as a hand in keys and wait. I waited 3hours to get my keys back to be told the work couldn’t be done as the parts were not in after telling them it needed new parts and couldn’t be fixed as advised by one of your own master VW technicians. I understand the work has to be checked by themselves but at least have the parts ready when knowing I was coming for the parts. After I was told there was no parts, the manager then informed me rudely approached, there was parts and they’d do it upon approval so why was I handed my keys back? And why would I wait another 1.5/2hours for the work done when I was told 10:15 and this is now 13:00pm with another 1.5 hour wait. I live no where near the branch which I expressed in the beginning to then be told I could’ve taken this vehicle to any VW when I asked the service desk team they said it had to be lookers. Now you’ve tried to process the parts via Preston my local VW will now not do the work but I can’t get the car back to Preston for over a month. I want the diagnostic with Preston canceled so I can take it to the corkills group near by who have better manners, service and customer service. I am still waiting for a second key from the Preston branch with no update after over a month on where it is to be able to do a software update. This is beyond a joke and I’ve never had problems like this than with the Preston branch who do nothing but avoid any after sale problems, as shown today in store (22/01) where the sales team were avoiding calls to make a bru and to be called back which never happens like myself.I am from a family who work for Volkswagen and this has been the poorest service I have ever received. Today was a waste of my time, fuel, and having to book a day off work to be lied to and messed around. They can’t even get a story straight never mind knowledge.

Communication with the sales advisor was poor and unreliable to keep updated with the process .

I am on Motability and arranged for mot service on the 14th January to arrange for pickup of car 21st January at 10am by 11am no one came to pick up the car so phoned them first they said they would phone back NEVER DID second time they cut me off third time she said she would e.mail the department and that was it we are no wiser to what is happening lookers kept e.mailing me to book this in and this is there response not good I would say this is supposed to be stress free on Motability my husband has lung cancer I can barely walk that was why they where picking the car up I don’t usually complain but it was a waste of day and time

Contacted about a test drive of an id 4. Called to be told none were in the showroom but that they could get one on for me to test drive and someone would be in touch, heard nothing since.

Hello,I've had a complaint through the live chat about a visit to VW Preston for an Airbag recall.Luisa raised the complaint for her son Joshua who brought the car in who was not told anything about what the recall was for and what repairs were carried out, the car was not washed/vacuumed and there was no health check carried out. He was also told to collect his car and when he arrived his car was not ready. She also said we haven't updated thelink with the progress of the car. She is disappointed with her experience and has requested a call backMobile - 07736624964Reg - ML07FPUStephen TullyCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.uk

I originally booked my vehicle in on 5 December 2025 due to a squeaky brake pedal. I was informed a new brake servo needed to be fitted & that they would also need the vehicle for 2 days (and would arrange a courtesy car) as an update also needed to be done.The car was then booked in for 22 December as the part was apparently on back order so needed time for this to arrive. This appointment was then cancelled due to the part still not having arrived.I received a text & email on 1 Jan informing me that my car had been booked in on 5 Jan. I attempted to call to speak to someone to double check they had the part & if a courtesy car had been arranged. I couldn’t get through to service so called sales who said they would chase someone in service for me. I was promised a call back & never received it.5 Jan came around - I received a vehicle status tracking link at 8am saying my car was in the workshop, which it wasn’t as I was sat in it. To then receive a call to say the part still wasn’t in & rearranged my appointment for today (14 Jan)In the meantime we received a letter to inform us that the car was on an urgent recall. My husband called to confirm that this would also be looked at on this booking & check a courtesy car had been organised. They confirmed the recall would be looked into but that a courtesy car hadn’t been sorted despite this being on the notes of the booking. It would appear we need to constantly push for the simplest of tasks to be completed.The same has happened again this morning. A text just after 8am with a vehicle status tracking link, which again says my car is in the workshop. It isn’t.I have tried numerous times to get through to service to see if today’s booking is still actually going ahead or not... They haven’t switched their phone lines on yet! (Last call attempt was 9:52)Instead I got through to someone in the Newcastle office, who also tried to call through to service on site, who again told me they couldn’t get hold of anyone either because their phone line wasn’t switched on.Absolutely awful customer service. Lack of communication & completely unacceptable that the phone lines aren’t even on. On every occasion my vehicle has been booked in I haven’t been able to get hold of anyone in service at all.It would appear Lookers Preston is obviously poorly managed & I would appreciate this matter being looked into.Thank you