Car prepped awful. Salesman useless, service and communication terrible. I will never return to a lookers dealership. This is my 2nd bad experience with lookers so this is clearly how it’s run.

I initially enquired about the 2017 Polo on the 24th November. The initial contact and communication with Mark and Lincoln, including sending me a video of the vehicle, was very prompt and the communications were professional. I called the dealership directly on the 28th November and was put through to a different colleague, Corrado, about reserving the car and a few logistics due to being located 4 hours of travel away in Surrey. Once reserved online, I was informed by Corrado that I would shortly receive the Sales T&C’s. Several hours passed and I had yet to receive anything, so I reached out again - first through requesting a call back on the website, and then by calling the dealership directly and requesting to speak with Corrado. On this phone call, I tried to explain the situation I am in and an ideal timeline for me to travel up to Preston in order to test drive and hopefully purchase the car. However, I was spoken over, cut off and did not get the opportunity to explain my situation.I sent an email asking for the service history of the car, information on the Approved Used program and asking to allow my friend local to the area to test drive the car. The reply I received simply said my friend could test drive on Sunday and asked for the time. It took me asking three times in the end to receive any information on the warranty and my request for the service history was overlooked – the only information I received was ‘the vehicle has had 2 owners the last owner has owned it since 2018’. Unfortunately, I overlooked the service history details (logbook) not being sent over and put it down to Corrado’s repeated unprofessional email etiquette and poor communication.On Monday 1st December I travelled from my home in Surrey to Preston, a journey that took me upwards of four hours. Upon arrival to the garage, the experience was very smooth; I test drove the car, looked around it and sat down with Corrado to go over a few things before proceeding. However, when I got to asking about the service history, I was informed that they did not in fact have the service history logbook for the car. A back and forth then ensued of him walking away to ‘look into it’ and see what he could do, before returning and saying they do not have the history but could reach out to the previous owners regarding it. However, this of course set alarm bells ringing, and I ended up walking away from the purchase. I was informed that if they were able to get the service history sent over, they would provide it to me.On Wednesday 3rd December, I was sent the cars service history logbook via email. Upon looking at the logbook and crosschecking it with the MOT history, I was deeply concerned to notice that the mileage does not match. On the MOT history, the mileage as of September 2020 is listed at 14,100 and in September 2021 is listed at 16,800. However, the logbook lists the mileage in September 2021 as 14,100, the same as the MOT history record for September 2020. The logbook is also all written in the exact same handwriting. Whilst the handwriting is explainable, the mileage discrepancy is very worrying. In accordance with Volkswagen Approved Used conditions, service history checks are performed, and it is verified that the mileage is correct. It is therefore troubling to me that this car is being sold under this programme as I cannot understand how the mileage is verified if the records do not align. Additionally, I am confused as to why the dealership would have not obtained the logbook upon receiving the car, as opposed to during the sales process. It is also alarming to see that the car is back up for sale. An explanation for all of this would certainly be welcomed, and I am more than happy to send over the service history logbook provided to me. In the end, I closed a deal on a car elsewhere.Overall, this situation has been very frustrating to deal with and has resulted in an unnecessary loss of time and money. I had to get a hotel room booked in Manchester and pay for an additional train journey across the country because of poor communication, costing me over £100 I had not expected to have to spend. There was also a complete absence of good salesmanship throughout this process - it was as if I was inconveniencing the salesman by requesting simple and important information about the car.Kindly let me know if you require any more detail on this matter. I have all of the communications documented and would be more than happy to provide any further information.

We booked our new car for its first service months ago to include a courtesy car for 23rd December. Arrived on time as agreed, intending to go and finish our Christmas shopping. The car had been lent out to someone else! The advisor was very apologetic and ferried us down to Deepdale Shopping Centre where we did a little more shopping, but insufficiently. Just over 2 hours later he reappeared with our car. The car was not cleaned nor dried properly after the service. On the whole, we felt most let down. Very disappointed.I should further add that I have always purchased Polo vehicles from Lookers in Preston for many years and feel the standards of customer service are unfortunately deteriorating.Mr and Mrs Doherty

I write to formally notify you that I am rejecting the vehicle supplied to me and am exercising my statutory rights under the Consumer Rights Act 2015, together with my rights at common law in respect of misrepresentation.VEHICLE INFORMATIONFord Fiesta 1.0 EcoBoost Hybrid mHEV 155 ST-Line Vignale (3dr)Registration: BL22 NNTDate of purchase: September 2025Advert reference: Lookers ID 741300 (https://www.lookers.co.uk/volkswagen/used-car/ford/fiesta/1-0-ecoboost-hybrid-mhev-155-st-line-vignale-3dr/id/741300)Finance provider: Volkswagen Financial Services1. Contractual description and statutory non-conformityThe vehicle was marketed, offered for sale, and sold to me on the basis of clear, unambiguous, and material representations, including but not limited to:- That the vehicle possessed a full service history, and- That the vehicle was equipped with an infotainment system incorporating Apple CarPlay and Android Auto.These representations formed part of the contractual description for the purposes of section 11 of the Consumer Rights Act 2015 and were relied upon by me when deciding to enter into the contract.In breach of sections 9, 11, and 19 of the Act:- I have not been provided with the full service history advertised and relied upon, and- The vehicle does not possess Apple CarPlay or Android Auto within the factory-installed infotainment system, despite reasonable attempts to locate, enable, or verify their presence.The vehicle therefore fails to conform to the contract and is not “as described”.2. MisrepresentationThe above statements were statements of fact, not opinion, and were false at the time they were made. They were plainly material, and I relied upon them when entering into the contract.This constitutes misrepresentation at common law and/or under the Misrepresentation Act 1967, rendering the contract voidable at my election.Had the true position been disclosed at the point of sale, I would not have proceeded with the purchase on the agreed terms.3. Timing, burden of proof, and rejectionAlthough approximately three months have elapsed since purchase, this matter falls squarely within the six-month statutory period prescribed by section 19(14) of the Consumer Rights Act 2015.Accordingly:- Any lack of conformity or misdescription is presumed to have existed at the time of delivery, and- The burden rests entirely with you to prove otherwise.There is no legal requirement that misrepresentation or non-conformity be discovered or raised within the first 30 days in order for statutory remedies to remain available. Any suggestion to the contrary would be incorrect in law.4. Remedy soughtGiven the nature of the breaches — namely fundamental misdescription and mis-selling — I am not required to accept repair, replacement, retrofit, or partial remedies.I am therefore formally seeking:- Rejection of the vehicle,- Rescission of the sales contract,- Unwinding of the associated finance agreement, and- A full refund of all sums paid, without deduction.I do not consent to any attempt to characterise this matter as a “minor issue”, “specification variance”, or “goodwill concern”.5. Finance provider liabilityAs this transaction was financed, I put Volkswagen Financial Services on notice that liability for this mis-sold transaction is joint and several.Any failure to resolve this matter will result in escalation through:- The finance provider’s formal complaints process, and- The Financial Ombudsman Service, on the basis of mis-selling and breach of statutory duty.6. Notice and escalationPlease confirm in writing within 14 days of the date of this letter that you will:- Accept rejection of the vehicle, and- Make arrangements to unwind the transaction in full.If I do not receive a satisfactory response within this timeframe, I will proceed to escalate the matter without further notice, including pursuing all available regulatory and legal remedies.This correspondence is sent without prejudice to my rights, all of which are expressly reserved.For the avoidance of doubt, I expressly withhold consent to any telephone contact from the supplying dealer, and I will only accept email contact, any other contact will be disregarded.I confirm that I do consent to contact from Volkswagen Financial Services, including telephone contact, strictly for the purposes of resolving this dispute.I await your prompt response.

Dear Sir/Madam,My vehicle, ID3, LA71CNN, which is under a service plan, was presented for its annual service and MOT on 6th December. It passed the MOT, and the service was completed with no repairs or replacements required. I drove home directly from the workshop. Sunday morning I noticed several error warnings appearing on the dashboard. These errors were concerning as they may affect driving safety.I contacted the Preston Lookers service department on the next working day, 8th December, to ask whether it would be possible to have the vehicle checked the same week, ideally by Friday, 12th December. Unfortunately, I was informed that no slots were available until January 2026, and the appointment they could offer was Monday, 12th or 19th January 2026.I was quite disappointed, as these errors occurred after the service; therefore, the workshop has an accountability to address them at the earliest opportunity. I have attached some pictures of the dashboard to summarise the issues. If Lookers Preston could inspect the vehicle on the 12th or 13th of December, it would be much more convenient for me.Kind regards,Chula

Never replied after cancelling appointment because he had a doctors appointment.Im now going to Lookers Skoda in Stockport.Thank you

Jayne Allred was extremely helpful, sadly VW vehicles did not meet my needs this time

Paid deposit for a car which I was told is ready then turned around and said it failed its prep after my £500 was taken and it’s been over a week and still no refund

came in to discuss purchasing a new vehicle with Jayne, had test drove and confirmed everything, have been monitoring the tracking of the vehicle and were provided with an expected date of the 28th November. have been tracking it with the information they were provided. have spoken to site today to see when expected collection can take place to be told car is not on the ship they have been tracking and now delivery will not be until middle of December. when questioning why they had been told one date and now being told another, has now been told that they were not told this and unsure why the approach is defensive now. was given the option that they could cancel the order and do not understand why this was also put to them.

Asked for email and got loads of calls.