I made an enquiry and Jonny could not be more helpful and what he said he would in good time.

Absolute joke under valued my vehicle by £4-5 thousand

Very attentive and interested in my enquiry.

Dear Customer Services,I’m getting in touch because I’m struggling to get a response from Lookers Volkswagen Teesside regarding a gearbox fault on my recently purchased Volkswagen Polo (NL20 LSD).Jason from the dealership told me he would call me back to discuss the issue and arrange for the car to be booked in. Unfortunately, that call never came, and despite trying to contact the dealership several times, I’ve found it very difficult to get hold of anyone.We bought the car less than a month ago and have already experienced a number of gearbox problems. On more than one occasion, the gearbox has become stuck in first gear and the engine has had to be switched off before the gear would disengage. We’ve also noticed issues selecting first and second gear.I reported the fault earlier this week and received an initial response on Tuesday, but since then I’ve heard very little. While I appreciate that the dealership has agreed to inspect and repair the car under warranty, I’m disappointed with the lack of communication and the fact I’ve had to keep chasing for updates.The gearbox locking in reverse is a serious safety concern and not something I expected from a car bought from a Volkswagen main dealer. At the moment, it’s left me questioning the reliability of the vehicle and my confidence in the after-sales service.I’d be grateful if someone could contact me as soon as possible to confirm:• when the car will be booked in,• that a courtesy car will be available while it’s being repaired, and• how long you expect the work to take.More than anything, I’d appreciate better communication going forward. I understand faults can happen, but keeping customers informed makes a big difference.I hope we can get this sorted quickly and restore my confidence in both the car and the service from Lookers.I look forward to hearing from you.Kind regards,Paul Isles

I was compelled to make an unnecessary enquiry - as the vehicle that resulted from the search filters did not match the search filters.

Johnny was fantastic really explained what I was looking for and clearly outlined what he thought would be helpful

I made an enquiry by telephone on Friday last and told would reply that day!!!It’s 12.34 Wednesday and still no reply!!

I brought the car up as my petrol cap had seized on therefore unable to fill with fuel. The cap was forced open and was told to make an appointment to get a new unit fitted. When getting the car back, there is a scuff in the paintwork from where the work has been carried out.

when the vehicle was ordered it was silver, when the cust called there were problems with the car. The manager offered a grey model instead, 04 - 05 May. Yesterday the cust got a tax refund for the car the cust part exchanged,this is now a month after it had been put in. The slaes manger was supposed to call the cust back. The cust is not happy with the service he has received and it seems very strange. The cust has dealt with Lookers over many years. The cust isnt happy with the sales manager, Gary. Why have you hung on to the car documents and not answering the phone to the cust. The cust is trying to buy another vehicle but you are not helping the situation.

Dear Customer Service and Resolutions Team,I am writing to make a formal complaint regarding the treatment I have received whilst making enquiries about obtaining a vehicle through the Motability Scheme at your Volkswagen dealership.As someone who is new to Motability, I expected to be treated with professionalism, respect and a willingness to assist. Unfortunately, my experience has been the complete opposite.Throughout my dealings with a member of your sales team David Skeen at Middlesbrough lookers, I have been left with the overwhelming impression that my custom was neither valued nor wanted. The attitude displayed towards me has felt dismissive, unhelpful, judgemental and, at times, bordering on discriminatory towards someone seeking to use the Motability Scheme.I have repeatedly felt as though I was an inconvenience rather than a prospective customer. Questions were not dealt with in a welcoming manner, information was not provided proactively, and the overall tone of the interactions gave the clear impression that the salesperson simply did not want my business.The situation became so concerning that I felt compelled to speak directly with the dealership manager. During that conversation, I explained that if I were purchasing a vehicle privately, based on the experience I have received so far, I would not even consider stepping into a Volkswagen dealership again. That is an alarming position for any customer to find themselves in, particularly when they are seeking support through a scheme designed to promote independence and mobility.Motability customers are customers. We are entitled to the same level of respect, courtesy and service as anyone purchasing a vehicle outright. At no point should a customer be made to feel judged, unwelcome or unwanted because they are using the Motability Scheme.What concerns me most is the perception that I was being treated differently because I was enquiring through the Motability Scheme. Whether intentional or not, the conduct I experienced created a strong impression that my custom was viewed as less important than that of a retail customer. Motability customers are customers of Volkswagen and Lookers and should be treated with exactly the same respect, enthusiasm and professionalism as any other buyer.I find it unacceptable that a scheme designed to provide disabled people with greater independence and mobility should be accompanied by an experience that leaves customers feeling judged, unwelcome or unwanted.I am therefore requesting that Lookers carries out a formal investigation into:• The conduct and customer service standards displayed during my interactions with the salesperson concerned.• Whether Motability customers are being treated fairly and consistently at Lookers Volkswagen Teesside.• What steps will be taken to ensure that other Motability customers do not have a similar experience.I would also like this complaint escalated beyond dealership level and reviewed by senior management within Lookers. Furthermore, I reserve the right to share my experience with Motability Operations should I feel that the issues raised have not been addressed appropriately.I am deeply disappointed that what should have been an exciting and positive experience has instead left me questioning whether Motability customers are genuinely welcomed and valued at your dealership.I look forward to receiving a full written response detailing the findings of your investigation and any action taken as a result.I would like this complaint to be formally investigated and for senior management to review:1. The conduct and attitude of the salesperson involved.2. Whether Motability customers are receiving appropriate levels of customer service at this dealership.3. What action will be taken to ensure no other customer has a similar experience.I would also appreciate a written response detailing the outcome of your investigation and any actions that will be taken.I am extremely disappointed that what should have been an exciting experience of obtaining a vehicle through Motability has instead left me feeling frustrated, undervalued and reluctant to do business with Volkswagen through Lookers.I look forward to receiving your response.Yours faithfully,Mr Johnston