Hello againYou don’t seem to have seen my message from the other day, as I haven’t had a reply.Please see below message again and feed back as soon as you possibly can.As per message, I booked my grandads car in for 10:30am. Not 3pm, so once again, I ask for an explanation.ThanksAndrewSent from Yahoo Mail for iPhoneBegin forwarded message:On Wednesday, January 14, 2026, 12:12 pm, andrew swanwrote:Hello.I’m disappointed to learn that my grandad was told that his MOT was at 3pm, rather than the 10:30am on this email from when we organised it?Can I have an explanation as to why this was changed without letting me know?Not great when an 83 year old man gets messed about.ThanksAndrew

Thank youAs discussed- please could you confirm that the curtosey vehicle for myself and Rebecca's booking will be free of charge, including insurance?Hi Jonathan,Sorry I have not got back to you yet; I have emailed to branch direct and awaiting reply.This was you will have a solid confirmation from the branch itself and I will email there response to you but maybe on Monday now.ThanksKashHi Kash, ive still not had confirmation that I won't be charged for me and my wife using the curtesy cars? ThanksHi Jonathan,Sorry I have not got back to you yet; I have emailed to branch direct and awaiting reply.This was you will have a solid confirmation from the branch itself and I will email there response to you but maybe on Monday now.ThanksKashKashaf ShazadCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: Kashaf ShazadSent: Thursday, January 15, 2026 10:53:38 AMTo: Jonathan SmithSubject: RE: Booking ConfirmationHi Jonathan,Sorry for the late reply, I have been back and forth to the branch by email and there are not willing to offer the loans car for free as they need to cover the cost for the insurance. I have asked to make an exception but only way they agreed is to get both cars booked in for the same day with free loan car.ThanksKashKashaf ShazadCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukKash,That is simply not good enough. We have spent almost £80k on 2 cars, which as you even said, we have barely even used. You told me on the phone that the courtesy cars would come at no cost to me, and i am only finding this out now because i asked for confirmation in writing. You reassured me that it wouldn't be an issue. What would have happened if I didn't ask? Stung with a £100+ on the day with no notice?To find out both cars are faulty and you need the cars for 4 days in total, despite the letter saying up to 5 hours, and Lookers are now expecting me to pay over £100 for 4 days insurance.We have 2 young children and both work full time, in different locations, hence buying 2 cars. We cannot share a courtesy car. It is not feasible. If we could share a car, we would have only bought 1.If Lookers aren't willing to cover the cost of insurance, I will ensure my next purchase is from a company that values their customers.If Lookers are willing to pay for 2 days insurance, why can the cars not be done on 2 separate days within the "up to 5 hours" which the letter both me and wife received said?Please can you escalate this to your manager immediately.Thank youSent from Outlook for Android________________________________________From: Kashaf ShazadSent: Thursday, January 15, 2026 11:26:34 amTo: Jonathan SmithSubject: RE: Booking ConfirmationHi,I totally agree and understand where you are coming from after spending a large amount of money on purchasing 2 new vehicles from the Silverlink branch.As I mentioned I have literally been back and forwards by email to branch and really tried my best to get the charges deleted. The £36 charge per vehicle is per booking and not per day.Please could you email our complaints department on vehiclecomplaints@lookers.co.uk and escalate to them.ThanksKash

My car was booked for an MOT and minor service on Monday 12th Jan 2026. This was completed and I picked up the keys and paid approximately 5pm that day. I walked out to my car, and noticed what I thought was a mirror on the rear seat (driver's side.) On closer inspection it was the outer fuel cap. It has clearly been broken off at the hinge side. I immediately went back into the building to speak to service reception about why this had happened and why I had not been told about this at checkout. He said he would investigate and call me in the morning (Tuesday.) Having not heard anything, I called the service desk on Tuesday lunchtime and was informed that the technician had said the fuel cap was like that and he put it on the seat to prevent it falling off whilst driving. I explained that this makes no sense, as it was perfectly fine when I arrived, and if it would fall off whilst driving, it would have fallen off whilst driving to the appointment. I am also dismayed that I wasn’t even told about the problem and discovered it myself before driving off, after I had paid. Again, I was told that the Service Desk would speak to the technicians and try to establish whether ‘someone was trying to pull the wool over our eyes.’ I said that surely VW must be insured against accidental damage whilst a car is in the workshop, and he agreed and assured me that the repair would come out of the garage’s budget, but he still needed to investigate to establish the facts. He said he would call me back in the morning (Wednesday.) It is now almost 4pm on Wednesday 14th Jan and I haven’t heard back. I have called service reception a few times and left a message asking them to call. In summary, there are 4 related problems: 1 - My car was damaged whilst in the workshop. 2 - I was not told about the damage at checkout. 3 - A technician implied that the damage was existing (and therefore my fault) which is completely untrue. 4 - The Service Desk did not contact me when they said they would (or at all.)

I was contacted promptly & all questions were answered efficiently. Sales Exec, Darren Wills was very professional and explained everything to me in a polite, friendly manner, thank you Darren

It is with deepest sadness that I have to write this complaint , however I feel it is paramount in preventing this behaviour and protecting the reputation of once a well trusted company.I’ll start from the beginning and I can’t express enough the level of professionalism and compassion shown by Steven Robertson and Daisy Powell. Their service left us feeling assured we made the correct decision in choosing LookersVW.However this all changed on the 5th of January 2026. What should have been a simple phone call to arrange our car to be booked in for a service and MOT , transpired into a lengthy and vulgar experience, leaving my partner feeling trapped and disgusted.For record , the call began at 1:16pm and lasted well over twenty minutes. My partner was ridiculed for even daring to book the MOT and service , with language used that should never be even thought of in a customer service role. The call should be recorded but some of the highlights include verbal entrapment when trying to desperately end the call , we where told to “go to Halfords instead” and the general tone of the individual was far from acceptable. I myself had to leave work early to console her. This has left us having to take more time off work to try and arrange our MOT before the Saturday deadline and seeking professional help for a traumatic experience.I understand new ownership has taken place since we joined the lookers family , however I did expect the original ethos of professional to still be maintained. The thuggish representative we spoke too has left us deeply regretting our decision to choose lookers , or continue with further dealings. We are now forced to spend a great amount of time and money , desperately searching for a solution to this.I would appreciate if a solution cannot be reached that this incident is then escalated to the highest possible point.Reg number : SK70 GOJFollowing the tireless work of Beth Birleson , the MOT has now been booked for the vehicle. A gesture greatly appreciated. However the initial complaint still stands , I hope to hear from you soon with how we proceed.

Ordered in October with toni, I specifically asked for windows as a extra due to disabilities, she also said it was due in feb 2026. She then left, it was passed over to taylor and he has just called to say the car is ordered but its without windows, and it wasn't due in till march/april, and if I need windows I have to put a new order in and now it won't be due in till August 26, and the advance will be alot more. Im really upset and stressed as im without a car.

Tkt 84578468 ‘we will contact you within 14 days’14 days is 28th DecCurrent date is 4 th January

I left a negative review online which you responded to and asked me to email this address. I had a disappointing experience with one of your sales reps Matthew Brent. I am a Sales Director, and I am astonished that a sales person would be so rude to someone trying to buy a car from them. I was enquiring regarding the attached car and the specification I am looking for is oultined below. I have a Mazda CX30 to part exchange but the impression I get from Matthew is that Lookers won't be able to make an offer close to what I would get elsewhere (which is fine he just communicated it in an unprofessional way), so I will sell via MotorWay or CarWow and pay cash for a Tiguan. My spec is below, if you can help great, if you can't then no problem.

Brilliant but car has to go back in as waiting for parts. Thanks so much for work done so far.

Excellent.thanks to Halley.