What enquiry , I haven’t recently been in contact with the site !!

Dear Sir/Madam,I am writing to formally raise a complaint regarding my recent experience after purchasing an Approved Used vehicle from your Preston dealership.To be clear, the purchasing process itself was smooth and satisfactory. However, my experience since reporting a warranty issue has been extremely disappointing.Shortly after purchase, I identified a fault with the wing mirror puddle lights, which are emitting a visibly damaged and distorted pattern. These units are clearly defective and require replacement. For reference, the affected part numbers are:• Driver side (RHD): 5H2645302• Passenger side (RHD): 5H2645301I have provided images to support this.After initially reporting the issue to the sales team, I was assured that I would be contacted to arrange a booking. Despite several follow-up emails, no one contacted me.I then contacted the service department directly. On my first call, I was told to call back as the relevant person was in a meeting. When I did speak to a member of the team, I found the response obstructive and unnecessarily defensive. I was informed that the vehicle would need to be booked in for a full day of “investigation” to determine the issue, despite the fault being clearly visible and straightforward.Furthermore, I was advised that after this full-day inspection, I would need to collect the vehicle, wait for parts to arrive, and then book it in again for a second full day. This effectively requires me to take two days of annual leave for what should be a simple repair, likely no more than an hour’s work.When I enquired about a courtesy car to avoid taking leave from work, I was told I would need to wait until the end of May for availability — despite raising the issue on 10 February. I was also informed that any courtesy vehicle would need to be collected and returned on the same day, which defeats the purpose as I work in Warrington and require transport to commute.The number of obstacles placed in the way of what should be a straightforward warranty repair is unacceptable. I purchased an Approved Used vehicle from a main dealer for reassurance that any issues would be handled efficiently and professionally. Having recently paid £26,000 for this vehicle, I am extremely disappointed to be made to feel as though I am causing inconvenience by requesting a legitimate warranty repair.I would like this complaint to be formally logged and investigated. I also request a clear and reasonable resolution that does not require me to take unnecessary leave for a minor repair.I look forward to your prompt response.Kind regardsPhilip James.

David weir and Matty were very knowledgeable and helpful with all our enquires . We’re very patient and friendly

Hi,I received a link to book my service with Lookers Preston and the process online was simple however from that point onwards I experienced various issues.The appointment time selected on the website and that which the workshop booked were on different days and when calling to enquire about this the advisor was not helpful and seemed uninterested. On the day of the appointment I checked the vehicle in on time and then was told I needed to pay an additional amount for the "free winter health check" and following showing proof of booking that this was free they agreed however making me feel like I made an error.Following this they checked in my car and said everything was okay to progress and I would get a call once the service is completed. 10 minutes later after I left the workshop they ring to say my service plan does not cover the service. The email and text from the dealership and the website specified clearly that the service is included and on the vwfs portal is also indicates (still to this date) I have a service remaining.The whole experience was extremely poor, I had taken time out of work to ensure the service would be completed and despite having all the necessary confirmations of what had been booked and the costing was told the work would not be completed. It was a complete disregard of my time and what had been agreed. The keys were essentially given back to me to suggest leave the workshop unless you pay. The "free" winter health check was not completed either.Extremely disheartening and poor with no proper communication and lack of knowledge regarding what was going on.

Went to view a specific vehicle, advertised on Autotrader.co.uk but was no longer available.Didn't like supplying all my details before being told it was sold.

I didn’t explain my situation/reason for visiting very well (need to understand about settlement figure for finance) but the question the staff member we saw made ne feel quite stupid - ‘do you know you’re in negative equity?’ He also then mainly directed conversation to my partner even though it was about my car - it felt a bit one sided.

Hi, apologies if you are not the correct person to speak to. But I couldn’t find a generic email on your website. But please can you pass this on for me?I would like to formally raise a complaint regarding my vehicle and the service I have received.My car first went in on 7 January for diagnosis and I then had to wait until 29 January for the repair appointment. The vehicle has remained with you since. I am currently paying monthly for a car that I am unable to use, which is extremely frustrating.I am a loyal Lookers customer and this is my third vehicle with you, which makes this experience even more disappointing. The update link provided is not accurate and I have had to repeatedly call to receive any information. As shown in my call history, I have contacted the dealership over 25 times trying to get updates. The last clear update I received was on 30 January regarding corrosion in the reverse light. I then had to call on 2 February to be told parts were on back order, and on 9 February I was told work had started and I would receive further updates, which I have not received.While I appreciate being provided with a courtesy car, this does not remove the inconvenience, uncertainty, time spent chasing updates, or the fact I am continuing to make monthly payments for my own vehicle which I cannot use.Given the length of time the vehicle has been with you and the lack of communication, I would like this to be reviewed and escalated. I would also like a clear update on the progress of my vehicle and an expected completion date.Please can this be escalated and someone contact me as soon as possible.ThanksShelby Johnson

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