HiI had my car booked in today for a diagnostic check under warranty and the team did all they could to help me get the car repaired and get it back on the road today as they knew I needed it for a particular reason. Amazing service, all staff were very welcoming !! No need to contact me back but please acknowledge the staff at your next awards ceremony, you do have an awards ceremony for this sort of thing right?

No one bothered to message or phone me back about my enquiry. Obviously a rubbish service im surprised you sell any cars if your sales people are not bothered.

Dear Volkswagen Middlesbrough Team,I am writing to formally raise a complaint regarding the handling of my vehicle order and the lack of effective communication throughout the process.From the outset, I made it very clear that timing was critical for me. When placing the order, I specifically asked when the car would be ready and was advised that it would be available in Q1 2026 due to a backlog. I was happy to proceed on this basis, as 2026 is when I would be ready to change my car. Had I been told anything different at the time, I would not have placed the order.However, a couple of months later, I was informed that the car was ready much earlier than agreed. I explained that I was not in a position to take the car before the originally agreed timeframe, which then resulted in the car having to be reordered. This situation could have been avoided had accurate information been provided from the start.In addition to this, communication has been extremely frustrating. I clearly requested that I be contacted by phone rather than email, as I do not regularly check emails. Despite this, all communication has continued via email only. I have attempted to call on multiple occasions, have been told the sales executive is unavailable, and have repeatedly requested call backs. To date, I have not received a single call back, which I find unacceptable.I have also recently become aware that there is a 1.5 petrol hybrid option which would be far more suitable for my needs. Instead, a 1.5 plug-in hybrid was ordered without any discussion around suitability. I will not use the charging feature, making the additional £1,000 cost unnecessary. I believe part of a sales executive’s role is to guide customers to the most appropriate vehicle for their needs, regardless of whether the car is a Motability vehicle or not. Had this been properly discussed, I would not have proceeded with the current specification.Given the above, I would now like to speak directly with a manager to discuss the situation and review the suitability of the vehicle ordered. I would appreciate a phone call at your earliest convenience to resolve these issues.I look forward to your response and hope this matter can be addressed promptly and professionally.Kind regards,Arfana Din

Received a phone call about my enquiry and that was it. The person on the phone had no knowledge about the vehicle or any offers and assured me a qualified sales person would ring me back once they passed on the information. I have received no follow up phone call from lookers.

My vehicle had to have a software update recently. Everything appeared to be fine until I wanted to use park assist.Park assist appears to work intermittently with "park assistance control deactivated , monitor area" and an icon showing park assist off displayed on the infotainment screen. A message showing "searching for parking area or similar " also appears and nothing happens and I cancel park assist and park as normal.The system has worked satisfactorily once or twice since the software update otherwise I've experienced the problems outlined above. I did check the settings for park assist and all appears normal (?).To the best of my knowledge this is the fourth time I've had to complain about faults with the vehicle which was registered 21 months ago and is still under warranty. I bought the vehicle about 8 months ago.I would be interested to hear your opinion on what is happening to a quality vehicle (?). I have bought many vehicles from Lookers over a number of years and this vehicle is becoming a huge disappointment and I'm also beginning to think about changing to another brand.Richard Steer (rapidly becoming a disillusioned VW customer)18 Amberton RoadHartlepool(07979286848)

Following on from my negative google review and feedback (see attachment), i am providing further details.Frankly my expectations of satisfaction are very low.I Purchased a VW Arteon reg VK71GYT from your VW branch on newport road middlesbrough. 2 June 2025. Left a neutral survey as i thought i was being accurate over sales procedure. Sales guy mentioned this in a following phone conversation and said as review was not brilliant, he would have to go on a counselling course or something similar. This was not my intention i only wanted to give a fair review of the dealership in general.One issue i pointed out rear brake discs were corroded and told they would be checked. I am surprised they passed your MOT. No doubt they will fail next year.I have had constant issues with my radio not connecting and disconnecting from my phone which incidentally works in other cars. The software version is out of date and this is a known VW issue.The acc cruise control seems to have a mind of its own, increasing in speed when a new speed limit is past rather than staying at MY SET SPEED this is dangerous especially towing but no doubt you will say this is normal.Also recently when it was frosty the mirrors did not de-ice when rear window heater was on.Upon speaking to your workshop i was told both issues may or may not be covered under warranty but would need a £180 examination fee to check each issue. I did not want to risk this considering my low option of the dealership.So over to you. Can you help ?

Cancelling appointment and claiming that I did it

Salesman was excellent

To many unwanted telephone calls

Very helpful , accommodating sales team (particularly Tom Covell)