Customer service was very friendly

I made a complaint on 12th March. I have had response. Ticket number 86784025.Today I have received ANOTHER text message . I have unsubscribed MULTIPLE times. STOP MESSAGING ME

I am writing to formally complain about the recent experience I have had with this Silverlink Lookers dealership.I have had all my cars from this dealership I have been coming here since 2014 for every purchase, service, MOT etc and have never had such a terrible experience. I am also 8 months pregnant, this situation listed below is causing me so much un-necessary stress and wasted time I am both shocked and appalled.I purchased and collected a VW Tiguan from the Silverlink dealership 27/03/26 (NC22 DCE)I went through this process with sales advisor Matthew Brent who sold me the vehicle. While I sat in the dealership with him we confirmed that the car would be fully serviced and MOT’d when I came to collect it.I was surprised when I came to collect the vehicle that he then asked to pay separately to tax the vehicle, in other sales situations I have been in and from speaking with other people this is usually taken car of as part of the sale.Myself and my husband noticed at the time of collecting the car some swirling around a dent on the side of the car, issues with the paintwork on the rear bumper and a yellow colour headlight to which the sales advisor Matthew Brent told me to send an email and I could bring the car back in. I sent this email along with pictures of the headlight fault 31/03/26 and talked about the dent then.I was emailing Matthew about the various issues and trying to organise having this looked at in the workshop and I double checked that the date I could come back in with the car (Friday 10thApril) - the email chain shows that I asked for clarity that the workshop was expecting my car and whether I'd need to book a courtesy car - I was told it would be looked at while I was there. I was very clear that I would have my young son with me and I’d be alone so I needed to know it was all expected and booked. Also, the original suggestion made to me was to polish the car regarding the dent, you can not polish out a dent so we decided to leave that point and just focus on the headlight being faulty as a priority.When I arrived on the Friday the service desk advisor who spoke to me was a Chris Smith. I had to bring my toddler with me which again I had told Matthew would be my circumstances. On arrival Chris told me my car wasn't booked in, they did not know anything about it and they were far too busy to look at anything. I explained about the emails I had with sales (who made no appearance even though had emailed that same morning) and I said how frustrating and disappointing this was. I was met with terrible attitude from Chris with no apology for wasting my time but just telling me he had 40+ jobs booked in so no one would be looking at my car and I had to book it in separately.I told him that I had already emailed photos in of the headlight. Chris then asked to take my mobile phone with the pictures on away to show someone in the workshop to only return and tell me nothing aside from I just need to book in. I was dropping off a parcel shelf and told Chris that I needed to go and get that, there was no offer of assistance with getting that or lifting anything for me so I had to put my toddler back into the car drive to the front door leaving him in the car to do so. I entered with the parcel shelf only to see that Matthew was now stood with Chris speaking when I entered and had to leave the parcel shelf. This was extremely uncomfortable for me and awkward.I had since booked my car in as Chris told me I had to do which was a little delayed as I need a hire car for the day when I leave it with me still working full time. I arrived at the dealership Tuesday 05/05/26 for my appointment and was met by the service desk initially having no idea that I'd booked a hire car which was immediately frustrating. I was then told it was pointless me going away as the workshop would need to just look at the car first then book in the work.I explained that I had emailed photos in, I had visited the dealership, I had presented photos to the workshop all to get to this point. Hayley apologised but said there was nothing else to do as parts etc. would need to be ordered if needed.I had taken time out of my work day this time to bring my car there and then had to sit and wait while a member of the workshop went outside and took photos of my car. Photos that had already been provided many weeks prior. Also photos that had been physically shown to the workshop already.I then came home to an email notification that the car MOT was due and having checked online it was correct that it had never been done as I was told it was going to be.To make bad matters worse I have just received my V5 document in the post and the dealership have spelt my name wrong. How can this level of incompetence occur for me to receive documentation with my first name spelt wont. I can not describe how infuriating this is for me and I can not comprehend why I am receiving such awful service.I have never know such sloppy poor and rude service, as soon as I paid the money for the car I have been treated terribly and I have no time to resolve this before I am due to have my baby.Every service, MOT and car I have had for over 10 years has been through here but as soon as I am able to do it this car can come back and I will never purchase from here again.I’ll be sharing this experience as widely as I can as I know, particularly when aimed at a pregnant woman who was alone with a toddler, will certainly deter others from visiting.Hayley from the servicing desk has stepped in and is helping resolve the situation but it is nowhere near sorted. She has been helpful but notes that the part may not be in before June.My vehicle absolutely without question needs to be MOT’d, fixed, V5 document remediated within the next 2 weeks.I want to receive correspondence from the most senior available individual in relation to this whole matter.

A really personal and professional service. Definitely going the extra mile

To Whom It May Concern,I am writing to raise a formal complaint regarding my vehicle, registration ND71 UWH, which was purchased from VW Silverlink in 2024 and is currently on finance with a service plan attached.Due to changing family circumstances, I am now looking to hand the vehicle back or sell it privately. However, despite attempting to sell the vehicle through several providers including Motorway, Carwow, and Facebook Marketplace, I have encountered significant difficulties achieving a fair market value for the car.The primary issue raised repeatedly by prospective buyers is that the vehicle only has a partial service history rather than a full service history. Specifically, there appears to be missing service information for the year 2023 — a period before I owned the vehicle.I am extremely disappointed to discover this, as I would not have expected to purchase a vehicle from a main dealership with incomplete servicing records. Buyers are now requesting price reductions of between £500 and £1,000 because of this missing history, despite the issue not being my fault as the current owner.I feel that I have effectively been mis-sold a vehicle with a partial service history and expected far better from a dealership with the reputation of VW Silverlink, particularly as both myself and members of my family have purchased multiple vehicles from yourselves over the years.I would appreciate this matter being reviewed urgently and request that a manager contacts me directly to discuss a resolution and my available options moving forward.I look forward to hearing from you as soon as possible.

Friendly and knowledgable staff, listened to my requirements and wasn’t at all “pushy”

It was an enquiry into possibly changing my vehicle and I was attended to by Ben Smith who was extremely helpful throughout the process and went over and above the call of duty to help me. It was a easy straightforward process and I thank him for his effort.

BUYER BEWARE. Bought a VW T Roc in February, 3yrs old 25 k miles on clock. Very pleased with the car, drives great, no problems. Recently had pointed out to me by a relative that front tyres were perished on outer tread, and almost down to 'spacers' a MOT failure !! I bought a car that was VW approved with 1yr MOT, no advisories.I obviously assumed that all was well. My fault as I didn't inspect the tyres before purchase. I.m now going to have to buy two new front tyres ,having had the car for just two months. Not a great advert for Lookers, but as I've said , my fault for not checking over car throughly.

Mark was great, really professional and informative and really engaging and helpful

Carl Blackburn was friendly and very helpful. He answered all our questions about the vehicle we were interested in and offered a test drive despite us not having booked in advance. We were at the start of looking at EVs and not ready to buy at that stage, but Carl was extremely helpful and easy to talk to. Thank you.