Good afternoon Joe and Ryan,I note that I still have not heard from you regarding the below enquiry, despite multiple follow-ups. Regrettably, this continues a pattern of non-response that has occurred on several previous occasions.As previously stated, my parents have a scheduled trip to Europe on 8 April. You have both repeatedly assured my parents—verbally and over the telephone—that you would arrange for the faults identified during the diagnostic inspection at the Toyota service centre to be repaired, and that you would cover the full cost of these repairs. To date, no meaningful action has been taken to honour these assurances.For completeness, I also wish to highlight that each time my brother has attempted to contact Joe directly, he has been advised by your secretary that Joe is “not available”. This repeated lack of accessibility only reinforces our concerns regarding your level of service and accountability.Furthermore, we have been left with no option but to request that all communication from this point forward be conducted via email. However, this is proving ineffective, as you are clearly continuing to ignore our correspondence.I must also address the fact that your business presents itself as customer-friendly and committed to delivering high-quality service. Unfortunately, neither my parents nor I have experienced anything that reflects these claims. The ongoing lack of communication, follow-through, and basic responsiveness has been both disappointing and unacceptable.My patience has now been exhausted. I purchased the vehicle from you on 24 February 2026, and to this day, we have been unable to use it at all.We have made every reasonable effort to resolve this matter amicably. However, your continued failure to act—beyond making repeated assurances—has left us with little confidence in your willingness to resolve this matter appropriately.Please also be advised that we are in possession of supporting evidence, including emails, photographs, and relevant documentation.I trust that responsible management will now make the appropriate decision without further delay.Kind regards,Zoey

Morning I am emailing as a last resort as I cannot get any answer from the branch.When our car was in for service we requested a valuation as we hoped to change it shortly. We were given a valuation which we decided to accept. I phoned the branch to confirm the sale but needed to take off the private number plate, so they said as soon as we receive the V5 just bring it in ( this was with a sales person then Gary Latty.It took 7 days to receive the V5 then we took the car immediately into the branch. On arrival a nice sales person called David Skeen took over and went to speak to the sales manager Gary Latty. He then informed us there was a block on buying cars which of course we did not accept as the deal had been confirmed. So he went back to Gary Latty who eventually gave him permission to buy the car at the agreed price of £25000.He filled in the paperwork on the computer to change ownership and then entered our details for payment. He then requested I confirmed the bank details via an email which I did whilst I was sat opposite him. David then informed us all was done and we would receive payment 2 working days. This was on 25th March 2026.Since then we have received no payment. Yesterday I phoned up to speak to David but he was not on shift but a pleasant sales person called Tom took my number and said he would sort it out and ring me back, we have had no contact what so ever.We have purchased numerous cars from this dealership previously and never had an issue.Please could you ensure the payment is processed immediately and I would like to complain about Gary Latty, he clearly refused to come snd speak to us in person in car handover and just put it on David’s shoulders what a weak manager with no customer service.If we do not receive payment within 3 working days we will take this matter further.Many thanksTrevor Finlay PF73 CMY

Attempted to sell the car to me with a time limit as it was the end of the month so they made me an offer that was 250 pound cheeper for that day only to add pressure for the sale

From the moment we walked in the showroom, we were shown politeness, and we were offered a drink while we waited to see jack, who from start to finish of the transition from old car to new it was just perfect. with many thanks to Volkswagen Teesside and especially the sales rep JACK VIPOND.

Numerous issues including missed wheel bearing fault despite me asking them to check this for over 18 months due to typical signs of this and it being a known issue in my model, missed glow bulb failure (now 3 of 4 replaced) after 20 months of complaining of this and asking it to be checked, ignored the media unit fault until now the screen display had become faulty (waiting 8 months for replacement), front sensor issue they are now doing the same despite recurrent problems, left grease in my car and proceeded to rub it into the carpet refusing to apologise or amend this problem, provided me with filthy courtesy cars, service report inconsistencies (oil levels, brake discs growing in diameter, missed ac pipe corrosion, missed brake fluid changes) without reason. Caused huge delays and even refused to see my car and provide courtesy car when my vehicle broke down from the wheelbearing leading to VW roadside assistance having to threaten a refusal of work order on the retailer to get them to cooperate. No apologies, no acknowledgement for any of it. General manager Lee Potts now not responding to VW customer relations team and my requests for explanation or resolution. When asked for detailed service report documents Lee Potts has gone radio silent. Initially he kept saying plenty of goodwill had been carried out on the car but this us inconsistent with the emails initially sent by the service agents stating that all work has been carried out under warranty rules. When asked for what goodwill examples Lee Potts has failed to provide any. When given a resolution of replacing the last glowbulb (ignition still delays), to replace the front sensor (had applied emergency brake when there is nothing on the road, twice due to pedestrians in the pavement) he is refusing to help. I have totally given up on the media unit as its been in back order since august and I havent even mentioned the ongoing issue with the nip sensor on the windows that they said they would discuss with the electronics team but never got back to me (since June). This us a formal complaint of these experiences and Lee Potts who I feel after trying 5 months to speak with directly, is not considerate, is not fair and is not fit to be the GM (based on his behaviour and the way the retailer is run).

Very helpful staff and very knowledgeable

Excellent service from the 2 ladies who looked after me 10 out of 10 from me.RegardsJan Morton

Good AfternoonPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: customerresolutions@vwfs.co.ukSent: 18 March 2026 15:26To: F and I ComplaintsSubject: A Volkswagen Financial Services Customer has raised a complaint that needs your urgent attention RET-1330296External Sender: Confirm legitimacy before acting.Customer Name: Mr. DowsonOur Reference Number: RET-1330296Registration: NV73LYODear SirsWe have received a complaint from Mr. Dowson. He is dissatisfied that when he took his Volkswagen to Lookers Volkswagen Teesside in 2025, he was advised that a repair had been successfully completed in relation to concerns raised about Apple CarPlay connectivity, when this was not the case and that the required software update was not available at that time. The fault was subsequently rectified in February 2026 when the media control unit was replaced and a software update was appliedWe have reviewed this and believe the complaint to be the responsibility of yourselves and, as such, you are best placed to investigate and respond to the customer.In line with FCA regulations, we are transferring the complaint to you; in the understanding you will resolve this with the customer. We have also provided the customer with your contact details and advised them to expect contact from you.Their contact details are as follows:Mr David Dowson40 Woodford CloseMarske-by-the-SeaREDCARTS116ANT: 07708555378E: jadergraham@outlook.comYou have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of the date of this correspondence.If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.The Financial Ombudsman Service can be contacted at:Financial Ombudsman ServiceExchange TowerLondonE14 9SRTelephone: 0800 023 4567www.financial-ombudsman.org.ukYours sincerelyRobert GroverCustomer Resolutions Executive0800 912 3560customerresolutions@vwfs.co.ukVolkswagen Financial Services is a trading name of Volkswagen Financial Services (UK) Limited, Brunswick Court, Yeomans Drive, Blakelands, Milton Keynes MK14 5LR, which is authorised and regulated by the Financial Conduct Authority (FCA).Volkswagen Financial Services (UK) Limited financial services register number is 311988.Registered office as above. Registered in England number 2835230.

I did not receive a report on my cars examination, I would like one.

My Volkswagen Tiguan steering wheel failed due to. Known manufacturing defect during the cars initial warranty period. This was replaced in early 2025. Subsequently the same fault infrequently occurred January 2026; then became worse into February 2026. Steering wheel fault was detected by yourselves once it was serviced and the fault investigated.I was initially asked to make a payment of circa £300 towards the replacement, which was surprising as the steering wheel was not only replaced under the warranty period with a manufacturers commonly known fault, but also the fault had occurred in an initial 12 period typical of manufacture warranty. The cost was dropped to £100, after discussion (coincidentally the same cost as was initially discussed as a lookers workshop fault finding cost). During the discussion it became clear if we had made a monetary contribution towards the product when the first replacement occurred (even though it was replaced under the cars warranty period!) we would be entitled to replacement of the faulty component.We ended up paying the £100 towards get the vehicle fixed even though statutory guarantee should apply due to a manufacturers faulty component, then we were also told we would have a 2 year guarantee.We would like to understand this situation and our right to the replacement of a defective component that was installed under the warranty period and a component that is a defective manufacturers component within such a short period of time, along with our right to a free replacement if we had made the slightest of monetary contribution towards the product during the warranty period.