Dealing with for his mother in law purchased a VW Troc 1 litre 21/05/2025. 18-11-2025 oil light and EPC on the dash, informed lookers and they advise to contact VW assist. VW assit no diag was taken at the time but appears that the oil was low and topped up. 19-12-2025 vehicle again had a warning light oil light, 3 fault codes recorded by VW assist. sent into the dealership. 29-12-2025 Info came from subject access request, transcript this was following a telephone call for an update. No info had been given until this point. Large repair, metal shavings in the sump, on with tech team too see if needs a replacement engine Metal shavings in the sump where the oil sits. damage too the engine as well. Numerous questions the car is in the dealership now. another breakdown in feb cust then made formal rejection of the vehicle. cust has asked for tec etails too be shared and explained, none of which have been forth coming. It an active investigate with VW. Subject information request asked.

With reference to ticket Ticket 86972085, I assume I shall receive a response by tomorrow (14 days) or I shall be escalating this.

Dear Sir/MadamI am writing to inform you of my disappointment.I bought a second-hand polo from LookersVolkswagen Silverlink, Matthew Brent was the salesman. I was looking for a reliable little car and was assured this car had been regularly serviced and very well looked after.Since buying this car it has been into Working VW three times and yesterday, I had to be towed in for a clutch slave failure. I am still waiting to hear whether this will be covered under warranty.I wish that I had walked away from buying this car because as soon as I had paid for the vehicle, I was ushered to one side to sort out my insurance with no thank you, no being shown out to my car and no aftercare sales care due another customer waiting.Workington branch has been very kind and have sorted out the previous issues with my led lights which failed and fortunately I managed to solve the window washer issue myself when the fuses blewIf I could return this car then I would. I feel that I have been mis sold this polo and am utterly disappointed by the problems I am encountering.It is Easter and one of the reasons I went for a polo was that they are supposed to be reliable. I will now struggle to transport my grandsons around this Easter and have as yet have had no word about when my car will be repaired or if the warranty will cover yet another issue. I have only had this car for just over four monthsI await to hear from you with regards to my complaintWith kind regardsNatalie Maddocks

The main part of the advert said the car was 115bhp, but the video said it was 95bhp. Confusing. On checking the registration number, I discovered it was 95. I wanted a 115bhp. At least I didn’t have a wasted trip.

Dear Sir/Madam,I am writing to raise a complaint regarding the service I received during my recent visit for an MOT and service on 23/03/2026.Following the inspection, I was contacted and advised that my car required two new tyres. I agreed to proceed and opted to pay via the three-month instalment plan. I was then informed that the tyres I had selected were not in stock and may be available the following day (24/03/2026). I was asked to leave my car overnight, and although I was offered a more expensive alternative to have the work completed the same day, I declined. I was assured I would receive an update the next morning.However, I did not receive any communication. By the afternoon, I had still not heard anything, so I contacted the garage myself and was told that the tyres had been fitted and the car was ready for collection.As I was at work until after 5pm, I arranged for my father to collect the car. I was advised that if collection was after 5pm, the vehicle would be handed over via the sales department. I confirmed with the advisor that my father would arrive within 20–30 minutes, which was agreed as fine. I also clarified that I had already arranged payment for the tyres via instalments, and that only the MOT fee of £54.85 remained outstanding. This was confirmed by the advisor.Unfortunately, when my father arrived, he was told the car was not ready. It had not been cleaned, and he was incorrectly asked to pay over £200. He explained that the tyres had been arranged on a payment plan and that only the MOT fee was due. Due to needing to get to work, he had no choice but to leave with the car in an uncleaned condition. Had we been informed that the car was not ready, he would not have made the journey.I cannot stress enough how disappointing the lack of communication and organisation has been throughout this experience. It has caused unnecessary inconvenience and frustration.I would appreciate your response regarding this matter and how you intend to address these issues.Kind regards,Kiera Sanderson

Mark was helpful, informative and friendly. My work situation is uncertain hence not going ahead with a purchase at this time.But I will be replacing my car in due course and I would not go anywhere else for my car or servicing.

Had arranged a test drive. Disappointed to receive a text the day before “car sold”Won’t be shopping here again. Bought a car privately the next day

Dear LookersI sent the following email to VW UK Customer Services:> 'Dear VW Customer Services>> I have been a long term owner of VW cars since 1980 (a Golf GTI, a Scirocco GTI, a Polo, a Golf Cabriolet, a Golf Auto saloon, a Lupo GTI and a Golf Plus).>> At the moment, I have the above registration VW Tiguan which I have been satisfied with. Following the MOT in March 2025, Lookers Volkswagen Silverlink, Wallsend, Newcastle upon Tyne, NE28 9ND recommended the replacement of the disks and pads including of course change of the brake fluid. I settled the invoice for £1190 of 24/03/2025 which was in the name of my son-in-law Dr. C Warren, an additional driver. At this point the car had done 17099 miles.>> This year the MOT at 20488 miles was carried out on 05/03/2026 and the health check revealed scoring on the inner wearing surfaces of both front disks. There was an advisory. The documentation provided (ALSA service record) showed the mileage at the previous MOT (10/03/2025) as 24223 which was incorrect and more than the current mileage of the vehicle. The replacement Service History Certificate only mentioned a brake fluid change and did not mention the replacement of disks and pads on 24/03/2025.>> The explanation for the scoring of the disks by the After Sales Service Manager was that because of the low mileage since the disk replacement, corrosion caused the disk scoring. He said 'The scoring present on the brake discs is consistent with corrosion, which can occur when a vehicle covers very low mileage.’ I reacted 'If the scoring were because of corrosion due to very low mileage, I still do not understand why, of all the eight wearing surfaces of the disks, only the two inner front surfaces are scored. I passed you photos of the front outer surfaces which looked normal. If low mileage were the reason, how do you explain that corrosion has not affected the outer wearing surfaces or the rear disks which were not subject to an advisory?’ He was unable to explain that and therefore the explanation that it is due to low mileage is invalid. I asked the After Sales Manager to prove the disks and pads were actually replaced and not that it was just invoiced to me, since they are not on the Service History Certificate. He was unable to do so. The recommendation from them was that a further health check be carried out in six months.>> I believe the disks and pads were never actually replaced or the pads were incorrectly fitted on the inside front, or the material is defect. I have never experienced scoring damage to disks due to low mileage on any of the 5 low-mileage VW’s I have previously owned nor on the two low mileage cars of other manufacturers I currently own. I don’t believe VW require low annual mileage vehicles to be subject to health check every six months which presumably would be the case for such a safety critical element as the brakes. I am unhappy with the documentation failures which would definitely damage the ability to sell the vehicle.>> I need the disks and pads at the front to be replaced free of charge. I need the documentation on service and maintenance to be correct and complete.>> I attach the email exchanges so far.>> Best regards> Andy Smith’VW UK said ‘that goodwill is at the discretion of the Retailer’. So I appeal to your discretion prior to taking this further.Here is the email chain with after sales:

Purchased my VW Tiguan in December 2025 which cost over £19000.The car had just had a full service and MOT before I picked it up. Not long after purchasing, there seemed to be a problem with one of the tyres. I visited my local garage who informed me the tyre had been plugged near the sidewall, it was extremely dangerous and should never have passed an MOT. He explained that this sort of sidewall damage is always considered non repairable and always warrants a new tyre. He also said I’d been extremely lucky that the plug hadn’t failed as it would have resulted in a blowout. I also had to purchase another tyre as it was nearly bald. I’ve just had to replace the battery too. Whilst I was getting the battery replaced the mechanic told me that the car also needs a software update. I contacted the sale rep (Matt Brent) regarding the tyres and was told there was nothing he could do. Please advise how this car passed an MOT? The car was sold to me in a dangerous state and I’m extremely lucky not to have had an accident.

A warm welcome and friendly chat felt at ease, he was very professional at all times