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.

Constantly hounding. 6 phone calls in 10 mins