Attentive sales man who worked hard to provide a solution to my situation

Dear Service Manager,I am writing to formally express my strong dissatisfaction regarding the recent service appointment for my vehicle, a White VW Tiguan Allspace, registration number WX74 EHP.Service Details:• Service Date: November 14, 2025• Vehicle: White VW Tiguan Allspace (Reg: WX74 EHP)The issues are twofold: the unacceptable, uncleaned state in which the vehicle was returned, and the subsequent failure of your staff to follow through on a promised managerial callback.1. Condition of Vehicle Post-ServiceDespite standard expectations for a main dealership service, and following two separate conversations confirming our expectation for the car to be washed, the vehicle was returned in a noticeably uncleaned state:• Interior: The interior of the vehicle was not cleaned as expected.• Exterior: The exterior was also left unwashed and uncleaned.This lack of basic customer care suggests a disappointing disregard for both the vehicle and the overall customer experience expected from an official Volkswagen service centre.2. Failure to Resolve Initial ComplaintI initially contacted your service department to register this complaint regarding the vehicle’s condition on Saturday, 15th November 2025.I was specifically assured by your employee, David, that a manager would personally call me back by Monday, 17th November 2025.It is now Thursday, 20th November 2025, and I have received no phone call, email, or any form of communication from a manager regarding this unresolved matter. This failure to honour a specific commitment not only compounds my disappointment but also demonstrates a serious breakdown in your internal customer service escalation process.I expect Lookers VW to maintain high professional standards in both vehicle maintenance and customer communication. Neither of these standards was met on this occasion.I require an immediate response from you, the Service Manager, to discuss this issue and outline the steps you will take to rectify this situation. I expect a call within 24 hours of receipt of this letter.Yours faithfully,Heidi Berry

I can confirm that the issues with my vehicle persist with the Front Assist Sensor failing repeatedly.Following 4 failures of the sensor I experienced over the weekend 1st-2nd Nov and then again on Monday the 3rd, I did not drive my vehicle for a few days due to illness. The sensor failed yet again, on Sun, 9th, twice on Mon.10th, and twice yesterday Tue. 11th. On the incident that occurred on the afternoon of the 10th on the M55, I was in a position to pull off the motorway and take the photographs that I have attached to my email. After taking these images, I restarted the vehicle, and the sensor reset itself and I continued my journey home. Before I reached the end of the M55, the sensor failed yet again. Since my last email on the 12th my vehicle suffered two additional Front Assist Sensor failures in the same journey on Friday the 14th on the M6.As outlined previously, my understanding is that I have a short-term right to reject the vehicle under Sections 9–22 of the Consumer Rights Act 2015, which I am formally invoking.The vehicle was delivered to me on Friday the 31st of October and within 24 hours I identified a material fault/issue with the vehicle: VOLKSWAGEN T-ROC HAT 1.5TSI EVO R-LINE Registration PH55 XJY [Agreement Number: 440179584082] in that the Front Assist Sensor on the vehicle FAILS when driving in the rain, a regular occurance in the UK, I am sure you would agree!When reporting this to the garage on Monday the 3rd of November I received an email reply from Lookers that states, and I quote, "I have spoken to the service team, and they have said this is a common occurrence with the sensors in heavy rain". My immediate thought was, that it is a good job this is not the case with my windscreen wipers, another key safety feature on the vehicle!Under the Consumer Rights Act, goods must be of satisfactory quality, fit for purpose, and as described. This vehicle does not meet those standardsGiven that this is, at your own admittance, a known issue with the T-Roc I understand that the car cannot be repaired and a replacement vehicle would be yet another T-Roc, with the same, known issue; I therefore wish to exercise my statutory right to reject the vehicle within 30 days of delivery and request a full refund of all sums paid, £1,000 deposit.Please confirm the process for returning the vehicle and arranging the refund within 14 days of this notice, as required by law.I am retaining evidence of the defect, including photographs, diagnostic reports, and correspondence.Please confirm receipt of this letter at your earliest convenience and provide a written response by Friday the 21st of November 2025.As I have stated previously in person and in my previous email, my family and I have been long-standing customers of Lookers and it is a distinct shame that this relationship has to end in this way, as your sales people have always been and remain, highly professional and helpful.

This morning I attended the branch to look at the 6 seater vw id buzz (i currently have a 5 seater) the salesman couldn't really be interested with my questions once I mentioned it was in two minds over the id buzz or the vw multivan. The salesman opened the display vw id buzz through the showroom window and didn't even have the decency to come with me. The display vehicle was full of empty beer bottles and when I sat in the back seat I've ended up with a stain on my jumper. When I mentioned it to the salesman he wasn't interested or apologetic just locked the car up through the window and started to speak to a young girl who was after buying a new car.Terrible customer service and if my clothes are damaged expect a bill for them

Cust paid £250 deposit on a vehicle, he then changed his mind and was advised he would get the deposit back. He has chased this on a number of occasions. 28.10.25 the deposit was paid. Can he have his money back

Please would somebody have the courtesy to contact me.My one year old car has a fault with the info screen which is blank. It has been in twice without resolving the problem and finally was picked up on Thursday 6th November in order to get to the bottom of the problem. I have heard nothing since. I managed to get through by phone after much difficulty (phones not answered or being cut off before connection) on Wednesday 12th and John said he would look in to it and get back to me. I have heard nothing. It is now a week without my car. Please will someone contact me to tell me what is going on. Does it need a complete new screen? Although it is ok to drive there is no way to control heating, sat nav, radio, camera assist or anything that is done from the screen. Warning lights on the dash are contumely coming on and off.Please please please give this priority as I rely on my car and it is still in warranty.

customer has spent a lot of money on vehilce repair in the last couple the vehicle has broken down again on motorway was recovered in.customer is not getting any answer what is happening with vehilce. Customer was also sold an ex warranty plan on picking up the vehilce a couple of weeks ago, now been told the ex warranty is not covering the issue with vehilce. Customer has no issue with Shantel on reception.

I had been over to your Preston branch and had a test drive of the Volkswagen Tayron R Line Petrol Hybrid, brilliant to be honest, but i have been test driving a number of different cars over recent weeks and months, to ensure that i choose the correct and next Motability vehicle. I had contacted the Preston branch a few weeks later and had arranged a second test drive of the Tayron, we had arranged to arrive at 11am this particular Sunday, both my son David and myself had left home about 10.20am to arrive for 11am. At approximately 10.55am we were about a mile away from your car showroom when i received a call telling me that there was no car available for us to test drive, at that point i really wasn't very happy, but we continued onto Preston Skoda and test drove their Skoda Kodiaq. Later i emailed your salesman David Weir explaining my disappointment that he hadn't further contacted me about what had happened, being honest i really was going to confirm i was going to pre order the Tayron as my next Motability car, i waited approximately two weeks with no further contact from David, so i have decided to order my next car from Skoda, i really did like and want the Tayron, but i simply didn't get the customer care i would have expected for someone purchasing a new car, but never mind i really am looking forward to my new Kodiaq SEL 2.0 ltr Petrol in British Racing Blue from Preston Skoda.

We asked for a full VW service and wanted matching tyres to help the Touareg 4WD system. No one came back with prices just saying they had fitted new tyres which did not match, and they would not service the car as it did not need one?So I felt the VW standards for used cars has fallen and for customer requests that are used to the old standards had fallen. We would have even paid more towards the car for what we had wanted if the price was reasonable as obviously the garage wanted to keep a higher profit margin instead of being more generous to a new customer. The mark therefore has to be lower than average. My holding deposit I had to chase as it was not automatically refunded either!

Lookers Mercedes-BenzUnit 39Hobbs Industrial EstateNewchapelNear LingfieldSurreyRH7 6HN» Re: Our Complaint Case Number 2006676/25254We have received a complaint from one of our customers, Miss Jodie Finney regarding vehicle registration PL73 XOR.My understanding of Miss Finney’s complaint is that the vehicle was supplied with only one key. The customer has stated that they have contacted you multiple times over the past year by both phone and email but have not received a resolution or recent response.They have further explained that the key cannot be charged without being inside the vehicle, which is proving increasingly difficult during the winter months.Please could you investigate this matter and make direct contact with the customer to provide an update and arrange for a resolution? Once you have done so, please confirm back to us for our records.We believe that responsibility lies with you because you are the supplying dealer who this has been raised with but this issue remains unresolved. We are therefore forwarding this complaint to you under the Complaints Forwarding Rules detailed in DISP 1.7 of the FCA Handbook. Under the Reporting Rules, this complaint ceases to be reportable by us, but must be reported by you in the relevant FCA Return.DISP 1.7.2 & 1.7.3 now require you to respond directly to the complainant as though this were a complaint from them. We would, however, request that you keep us updated of your progress and provide us with a copy of your final response.The complainants details are as follows;Miss Jodie FinneyYours SincerelyJackson DavisIn-Life Support Executive