Great initially but very poor communication afterwards. Did not have sales reply/contact when agreed. Questions asked were not answered. I ended up contacting multiple times but were largely ignored. This resulted in the car I wanted to buy being sold in the interim. Very frustrating as I was ready to purchase and even after the case I asked lead times for others and again was ignored. I have since gone to another dealership - placed the order and I’ll have the car in September.

Dear Vehicle Complaints Team,I am writing to formally raise a complaint regarding the service I have received from Lookers Van Centre.I have previously worked in the motor trade for over 13 years, including time with Volkswagen, so I understand that issues can arise. However, the level of service I have experienced throughout this enquiry has been completely unacceptable and falls well below what I would expect from a national dealer group.From the outset, communication was extremely poor. Obtaining even the most basic information from the salesperson, Richard, was incredibly difficult. Responses regularly took six hours or more, and on several occasions I was left chasing for updates that should have been provided proactively.After days of trying to obtain information, I advised that if I had not received a response by 3:00pm on the Thursday, I would have no option but to walk away. Rather than responding within the timeframe given, I finally received a reply at approximately 3:30pm, persuading me to travel over an hour to view and test drive the vehicle that Saturday.Unfortunately, things deteriorated further.Upon arrival at the dealership, nobody acknowledged us. We were left standing in the showroom until my father eventually had to walk into the sales office and ask if anyone was available to assist us. Despite the appointment being arranged in advance, it appeared nobody was expecting us.Once we were eventually given the keys to inspect the vehicle, we requested a test drive. We were then informed there was no fuel in the vehicle whatsoever. Richard knew we were travelling over an hour specifically to test drive it, so I fail to understand why the vehicle had not been prepared.To make matters worse, as Keith moved the van, the front coil spring snapped, making the vehicle undriveable. Whilst I appreciate mechanical failures can happen unexpectedly, this meant an hour-long journey each way, fuel costs, and half a day of our time had been completely wasted because the vehicle had not been adequately prepared or inspected before our appointment.We were assured we would receive an update on the Monday regarding the repairs. That update never came.Following the failed test drive, communication continued to deteriorate. We repeatedly had to chase for updates, with little or no proactive contact from the dealership.During this time, I noticed that the advertised price of the vehicle had been reduced by £1,000, despite nobody contacting me to discuss the change or provide an update on the repair. Concerned by the complete lack of communication, my sister made her own enquiry with the dealership regarding the same vehicle. She was advised that the van could not currently be test driven because it was in the workshop having the wet belt replaced. There was no mention whatsoever of the snapped spring that had prevented our test drive.Shortly afterwards, at approximately 1:00pm, I telephoned the dealership and asked to speak with Dean, the Sales Manager. As he was unavailable, I requested a call back. Almost five hours later, shortly before the dealership closed, Dean returned my call. During that conversation, I explained the conflicting information we had been given. Dean then advised that, contrary to what my sister had been told only hours earlier, the vehicle had not actually been into the workshop yet. He stated that he would try to have it booked into the workshop the following day so that we could potentially test drive it on the Saturday and that he would contact me with an update.At 5:25pm on the Friday, Dean called again to advise that the vehicle had still not gone into the workshop and that he would update me the following week.No update ever came.The vehicle was subsequently removed from sale without any communication whatsoever. I then received a customer satisfaction survey, which I completed honestly, awarding one star and explaining the issues I had experienced throughout the process. Ironically, the next communication I received from Lookers was not an apology or an update, but an email informing me that the vehicle had been sold.At no point did anyone contact me to explain that the vehicle was no longer available, despite my continued interest and repeated attempts to obtain updates. This perfectly sums up the level of customer service I experienced throughout the entire process.What makes this even more disappointing is that I was a cash buyer with no part exchange. This should have been one of the simplest sales possible, yet the experience has been the worst customer service I have encountered in my 13 years working within the motor trade.I would appreciate the following:• A full investigation into how this enquiry was handled.• An explanation as to why communication throughout the process was so poor and inconsistent.• Confirmation of why the vehicle was ultimately sold without any communication to me, despite my active interest and repeated attempts to progress the purchase.• An explanation of what steps Lookers will take to ensure other customers do not experience the same level of service.I appreciate that vehicles develop faults and that unexpected situations occur. My complaint is not about the snapped spring. It is about the complete lack of communication, poor preparation, contradictory information from different members of staff, missed promises to call back, and the feeling that, once we had expressed interest, we were left to continually chase for the most basic updates.I trust this complaint will be investigated thoroughly, and I look forward to receiving your response.Yours faithfully,Gary Alderslade

cust paid £250 on Friday evening 12/06.26, cust advised ysterday by email on 16.06.26.they would like their deposit returned

Hi,Thank you for your email.I was disappointed with my last visit as while getting an MOT and service which were otherwise fine I was charged £190 for a addblue software update that was said to take 45 minutes and was said to have been to resolve the repetitive fault with my engine warning light that is almost constantly on. For many years it has been on and reset at the MOT. I have previously been charged to reset it and at other times have refused to pay for the resetting as it is a fault with the vehicle. This engine model was discontinued soon after I purchased it from new possibly for this reason. Please see the photo below taken on 27th May. It was taken the next time I started the van after the £190 charge and upgrade just a few days later.Please can I have a refund for the upgrade as it only lasted the drive home and then failed.I look forward to hearing from you soon.Thanks and kind regards,Mark

Everyone that I dealt with were polite, knowledgeable and non aggressive from a sales perspective

Good clear advice.

cust ordered 2 vans around 16.03.26, delivery would be the beginning of April, this came and went and no vans were available, then again end of April again no vans and then 2nd week May and nothing has has arrived the Paul Williams is not responding to the customer emails. The cust has now lost all confidence and would like to cancel the order and have the deposit refunded. Cust paid £1,000 on each van totaling £2,000

All good service just didn’t have the car in stock that I was after.

Darren was great

Vehicle purchased and received mid January. Have complained from day 1 that the vehicle has faults. Have requested full rejection and refund repeatedly. Emails and phone calls ignored. 1 repair has not rectified one of the problems. Almost 3 months down the line and speaking with anyone to get updates or to take ownership is near impossible. Appalling customer service and will all be detailed in a review.Whilst they are dragging their heals I am being put in a position where I will have no choice but to seek legal representation.