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

Dear Lookers Customer Relations Team,I am writing to formally escalate a complaint regarding the loss of my vehicle’s navigation SD card while my car was in the care of Lookers for diagnostic work.Vehicle details:Make/Model: VW Golf GtiRegistration: WR67WNJDealership: Lookers Volkswagen TeessideDate of appointment: 14/05/2026When I handed my vehicle over to the dealership, the navigation SD card was present and functioning. The SD card is now missing. The car was in Lookers’ exclusive possession during this period, and no one else had access to it.I reported this to the branch, and the service manager has stated often SD cards are removed as a precaution and they are “looking into it.” However, I’ve waited and he has not returned the call after looking into it, given that the SD card was lost while under Lookers’ duty of care, I am requesting that this matter be escalated and resolved promptly.Under the Consumer Rights Act 2015, a business is required to take reasonable care of a customer’s property while it is in their possession. As the SD card was present before the diagnostic work and missing afterwards, I am requesting:1. A full investigation into the loss, including staff access, vehicle handling, and any available CCTV.2. Replacement of the navigation SD card or reimbursement for the cost of a genuine manufacturer replacement.3. Written confirmation of the steps taken to prevent similar incidents in future.I expect a response within 14 days. If this matter cannot be resolved at branch or head office level, I will consider escalating it further through the Motor Ombudsman.I look forward to your prompt reply.Yours sincerely,William Morgan

The person who called was knowledgeable about the car but not pushy. He offered to take and send a video so I could see it which was really helpful.

Subject: VW Polo (NL20 LSD) – Gearbox IssueI wanted to make you aware of an issue I’ve experienced with the VW Polo (NL20 LSD) since collecting it last Friday.On two occasions this week, the gear lever has become stuck in reverse. The clutch was fully pressed down, but I couldn’t get the car out of reverse gear. The only way I could free it was by switching the engine off, after which the gear lever moved normally and I was able to restart the car and continue my journey.

Took loads of info from me and never came back to me with part ex price or availability of the car I was looking at

You did very well indeed. This is my third new Tiguan. Got the first because of a new grandchild and all his stuff. Love the car and as you know have just gone hybrid. As you get older the Tiguans size makes it easier to get onto. Your colleagues performed really well and answered all of my questions. Information was called up on a computer and I had a nice test drive. I think that's what sold it. You did well.

I have been waiting for a refund for months despite countless chasing emails I haven’t received the money to my account as previously stated. I was originally chasing the sales person Adam Bell but then escalated it to Gary Larry with no joy.

Polite and professional

I was sold Gardex cover with a used VW Tiguan on 21/10/2022, I recently contacted Gardex for a claim and have been told they have no record of dealership registering with them. I paid £399 for it and got no cover. I would need a copy of invoice sent to Gardex or a refund.

Very helpfull and could not do enough for you. Would not hesitate to buy from them again. Braught the car down from Sunderland checked it over and I picked it up from Teesside.