Listen to the first call i had with you guys.

The test drive was good and Cameron is a nice guy. There were some gaps in his knowledge. I wanted to buy the top spec ID Buzz Commerce Plus cargo van. The van I test drove was a Commerce Plus. I asked if it had VW's travel assist. Cameron told me it didn't then later realised it did have some sort of driver assist system and said actually it did. However, he didn't tell me anything about it. I would expect a VW sales person to know and explain the functionality and advantages of travel assist as this is an amazing feature and was an important factor for me to choose this vehicle. Likewise, I wanted the option of a window in the partition behind the drivers' seat. Cammeron told me there was no option for a window and that the only option was an open hole. There were some other options which Cammeron was unable to explain or advise on. My expectation was that a VW van salesperson would know what the available options are and be able to explain each one.I told Cameron I wanted to pay in cash and purchase a vehicle outright. I was very clear about this. After the test drive I asked for a cash quote to be provided for the specification of vehicle we built together.I was never sent a cash quote, despite following up to ask.Instead, Cammeron tried to sell me a finance deal that I did not want. In the end, I agreed to a finance quote, just to get something from him. In the mean time, as I was getting frustrated because I was unable to obtain a cash quote from VW Guilford, I contacted a few other local VW dealerships, via the VW website, to request quotes. They all came back to me within one working day, with cash quotes, offering various discounts and some offered to include the standard service pack at no extra cost. This is something else I had asked Cameron about but he had not given me any inforation or offer it to me.I think the learning points here are:1. Listen to what the customer wants.2. If a customer asks about an extended warranty or service plan, provide the relevant information and explain the options.3. Act quickly to provide a quote when one is requested.4. Offer the best price possible and include any extras, for example, standard service plan, if this is important to the customer.I would have liked to purchase my van from VW Guilford, but I was not given a quote, so I was unable to. If the above steps were followed, I would most likely have purchased a vehicle from VW Guilford. In the instance, I ended up buying a VW ID Buzz Commerce Plus van from another dealership.

Booking team had the Vehicle booked in for 03/06/26 for a clutch replacement, booking team over the phone quoted me £1180. Not a problem.Day comes around to dropping the vehicle off, I signed the works sheet for £1180.With the day going by I got a phone call from the parts team telling me that the job was going to cost me around £1900.What I don’t understand is how can bolts have an extra cost along with other items rounding upto £1900.I have also phoned the store and asked to speak with the manager to put a complaint in and resolve this but got no reply, phoned many times and no answer from any department.The final bill came down to £ 1823.40 because they took some labour off.Why quote the client the same number twice and then phone and say it’s going to be an extra £700 ontop. I had only allocated upto £1500 due to other expenses coming up.In the past I’ve had a great experience but this time really has upset me, to the point I’m not sure if I’ll be using this store again. Really sorry but I feel like a tradesman I’ve been let down.

had to phone and left multiple messages before someone even bothered to call back.

Dear Sir/Madam,I am writing to raise a formal and serious complaint regarding the service carried out on our vehicle, registration YW19 AYX, booked with VW Guildford on 11th July. This is a wheelchair-accessible vehicle used to transport passengers with disabilities, and the experience that followed has been nothing short of a nightmare for our business and deeply concerning from a health and safety standpoint.Our driver, Mr Maqsood Farooqi, collected the vehicle from VW Guildford after the service. While driving back, he heard a noise despite the radio being on, which was clearly loud enough to be alarming. He immediately and safely pulled over onto the hard shoulder to investigate, and discovered that the undertray/sheet beneath the engine sump had been left unfastened and was dragging along the road surface.This is an unacceptable and dangerous oversight for a vehicle released back to a customer after a professional service. Our driver's life was put at risk, standing on the hard shoulder of the A3 in extreme heat, with fast-moving traffic passing by, all because of an error that should never have occurred.What makes this worse is the response we received when we sought help:1. Mr Farooqi called the VW Guildford service centre immediately and could not get through, as no one answered the call, despite many attempts.2. He then contacted the sales team in the afternoon, who gave the same unhelpful response, and simply advised him to call a recovery service himself.3. At no point were we offered a solution or any support from VW Guildford. We were effectively left to resolve a problem entirely caused by your service centre.As a result, our driver had to manage the situation alone, in difficult and unsafe conditions, before we arranged for the vehicle to be recovered and taken to a local garage ourselves. We were without the vehicle until Monday, resulting in lost business, wasted time, and unnecessary cost, not to mention the impact on the vulnerable passengers who rely on this specific wheelchair-accessible vehicle, which is not easily replaced or substituted.To summarise the key issues we expect VW Guildford to address:- A vehicle was returned to us in an unsafe, unroadworthy condition directly due to your workshop's error.- Our driver's safety was put at risk on a major road (A3) in hot weather.- We received no support, urgency, or ownership of the issue from either the service team or sales team when we called for help.- We were forced to arrange and fund our own recovery and repair.- As a wheelchair-accessible vehicle operator, this vehicle is essential to serving passengers with disabilities, and its unavailability has directly affected our ability to provide that service.- The overall experience has caused significant embarrassment, inconvenience, and reputational concern for our business as a fleet customer.We request a full written explanation of how this fault was allowed to occur, along with meaningful compensation for the distress, safety risk, financial loss, and operational disruption this has caused us. We would also like written confirmation of the steps VW Guildford will take to ensure this does not happen again.We look forward to your urgent response and would appreciate this being treated as a priority given the safety implications involved.Yours faithfully,Office ManagementSurbiton Cars Private LimitedVehicle Registration: YW19 AYXDate of Service Booking: 11th JulySurbiton Cars/ OvovaTel: 0208 391 3333Email: info@ovova.co.ukWebsite : https://www.ovova.co.uk/Your feedback is essential to our company and staff.

really good service, very thorough - definitely no complaints from me - thank you very much :)

I am writing to make a formal complaint regarding the unacceptable handling of my replacement key order for my Volkswagen T28 Highline SWB van and the extremely poor level of customer service I have received.On 5 June 2026, I ordered a replacement key through your member of staff, Dean Margetts. The details are as follows:• Invoice/Document Number: 79332128• Payment: £235.80• Payment Time: 12:14 hrsAt the time of ordering, I was advised that the replacement key would take approximately two weeks to arrive. I was informed that I would then be contacted to arrange an appointment for the key to be programmed.More than five weeks have now passed, and despite numerous attempts to obtain an update, I have received no meaningful communication whatsoever.Over the last three weeks, both my wife and I have made repeated telephone calls to the dealership and left messages requesting a callback and a progress update.Today, 13 July 2026, I again made several attempts to obtain information. At 11:26 hrs, I spoke to a member of the sales team who advised that they would email the Parts Department requesting that someone contact me. No call was received.Later that day, at 14:38 hrs, I spoke to a gentleman from the Service Department who again stated that he would email the management team requesting that someone contact me with an update. Once again, no one has contacted me.To add to my frustration, I have been informed that the Branch General Manager is currently on holiday, yet there appears to be no member of staff taking responsibility for customer enquiries or dealing with ongoing issues in his absence.The dealership's telephone system also leaves much to be desired. If the Sales or Parts departments do not answer the call, the call is simply terminated, with no opportunity to leave a voicemail or request a callback. This is wholly unacceptable for a business representing the Volkswagen brand.I also contacted Volkswagen Customer Services in Newcastle in the hope that they could assist. Unfortunately, I was simply advised to contact the dealership again when it opened at 8:00 am, despite explaining that I had already done so on numerous occasions without success.As Volkswagen maintains the exclusive franchise for supplying, cutting, and programming replacement keys, I have no alternative provider available. My wife and I are therefore left with only one working key for the vehicle. Should that key be lost, damaged, or stolen, we would be left without the use of our vehicle, causing considerable inconvenience and unnecessary stress.What should be a straightforward process has become an unnecessarily frustrating experience. The complete lack of communication, accountability, and customer care has fallen well below the standard I would expect from Volkswagen and the Lookers network.I would be grateful if this matter could now be treated as a priority. Specifically, I request:1. A definitive update on the status of my replacement key order.2. Confirmation of when the replacement key will arrive.3. An appointment date for programming the key.4. An explanation as to why no one has returned my repeated calls despite numerous assurances that this would happen.5. Details of the steps that will be taken to ensure other customers do not experience the same poor level of service.I would appreciate a written response within the next five working days. If this matter cannot be resolved promptly, I will have little option but to escalate my complaint further through Volkswagen UK and any other appropriate consumer channels.I look forward to your prompt response.

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.

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