I couldn’t praise and recommend more the detail of care, help and expertise service I received at Looker this week. Thanks to Zara Rojas specially, who went far and beyond with her help, and to Dean, and the rest of her team for the service. ⭐️⭐️⭐️⭐️⭐️Thank you

Dear Rob and Lookers Complaints I need to raise a complaint about the lack of a return of the deposit I paid on a car. The £250 deposit was paid to Lookers on the 2nd March 2026. Unfortunately due to a high cost of a non-refundable transfer fee I pulled out of the purchase and notified you of this and first requested the refund on the 4th March. I have since chased many times on the phone and by email for this to be completed. I have been met with promises of looking into it, but with no actual call back in each instance. I have spoken to several of the staff at Lookers Guildford but all with no luck. Please can you ensure that this is completed with no further delay, as it has now been c. 3 weeks since the initial request. Please contact me to confirm this is in hand. Ed Smith

Salesman didnt really listen to what i wanted, tried to change my mind to other vehicles

Dear Sir or Madam,I am writing to formally notify you of a recurring fault with the vehicle I purchased from your dealership, Lookers VW Van Centre, Guildford.Vehicle and Purchase Details:- Vehicle: Volkswagen ID. Buzz Pro LWB (86 kWh)- Registration: RE74 KWX- VIN: WV2ZZZEB6SH000912- Date of purchase: 4 March 2026- Mileage at purchase: 14,354- Current mileage: 14,527- Purchase price: £49,700- Payment method: Bank transferDescription of Fault:Since 4 March, the vehicle has been displaying the following warning on the instrument cluster and the app: Electric drive not working correctly. Please visit workshop.”This warning first appeared on 4 March whilst looking at the van with a Lookers employee. They looked at the fault with their technician and returned to say it was addressed and it had cleared, and has since recurred multiple times. The warning is currently active on the dashboard as of today, 16 March. I have photographic evidence of occurrences with timestamps.My Position:This vehicle was purchased from you as a Volkswagen Approved Used car just 12 days ago, having ostensibly passed VW’s multi-point pre-sale inspection. A drivetrain warning appearing post purchase indicates that the vehicle was not of satisfactory quality at the point of sale.I am reporting this fault under the Consumer Rights Act 2015. As this fault has manifested within 30 days of purchase, I am within the short-term right to reject period. I am not exercising that right at this time, but I wish to preserve it while we establish the nature of the fault and agree an appropriate resolution.What I Am Requesting:Given that the vehicle is currently displaying an active drivetrain warning and I do not consider it safe to drive, I am contacting VW Assist to arrange immediate recovery of the vehicle to a local VW service centre. I anticipate the car will be recovered to Volkswagen Bromley. I am informing you of this so that you can coordinate with the receiving workshop as needed. As the selling dealer, I expect you to take ownership of the diagnostic and repair process from this point , including keeping me up to date with progress, authorising any work required and ensuring I have access to a replacement vehicle for the duration.I would appreciate a response within 48 hours confirming how you intend to proceed.I trust we can resolve this matter promptly and amicably. Please do not hesitate to contact me to discuss.Kind regards,Mary Claire Mereuta07590 025 620Email: mary.vlad.m@gmail.com

Since purchase date (4 March), the vehicle has been displaying the following warning on the instrument cluster and the app: Electric drive not working correctly. Please visit workshop.”This warning first appeared on 4 March cleared, and has since recurred. The warning is currently active on the dashboard as of today, 16 March. I have photographic evidence of each occurrence with timestamps.My Position:This vehicle was purchased from you as a Volkswagen Approved Used car just 12 days ago, having ostensibly passed VW’s multi-point pre-sale inspection. A drivetrain warning appearing within two weeks of purchase indicates that the vehicle was not of satisfactory quality at the point of sale.I am reporting this fault under the Consumer Rights Act 2015. As this fault has manifested within 30 days of purchase, I am within the short-term right to reject period. I am not exercising that right at this time, but I wish to preserve it while we establish the nature of the fault and agree an appropriate resolution.What I Am Requesting:1. Diagnosis and repair: I request that the vehicle be properly diagnosed using VW ODIS and the root cause identified — not simply the fault codes cleared.2. Vehicle collection or local authorisation: I am based in East Dulwich, south London, and do not consider it safe or reasonable to drive the vehicle a long distance to your workshop with an active drivetrain warning. I request that you either arrange collection/recovery of the vehicle, or authorise a local VW service centre (Volkswagen Buzz Centre Bromley would be most convenient) to carry out the diagnosis and any subsequent repair on your behalf.3. Replacement vehicle: Given that this fault has appeared within two weeks of purchase and I am unable to safely use the vehicle, I request that a courtesy car or hire car be provided for the duration of the investigation and any repair. The Consumer Rights Act requires that any repair be carried out without causing significant inconvenience to the consumer; being left without transport while a fault that existed at the point of sale is investigated clearly constitutes significant inconvenience.4. Diagnostic report: I request a copy of the full ODIS diagnostic report showing all stored fault codes and the technician’s findings.I would appreciate a response within 48 hours confirming how you intend to proceed.I should note that I have also contacted VW Assist regarding recovery of the vehicle, given the active drivetrain warning. However, my claim under the Consumer Rights Act is directed to you as the selling dealer, and I expect you to take responsibility for the investigation and resolution of this fault.I trust we can resolve this matter promptly and amicably. Please do not hesitate to contact me to discuss.

Originally logged against the wrong branch 08-03-26Customer Comments:I raised a complaint a couple of weeks or so ago following my visit in reg no VW22 OCN. I am yet to receive a response which i find quote disgusting indeed. What's the point of having a complaints procedure? Regards Ian

I ordered my new commercial vehicle on 30 July 2025 and collected on 16 January 2026.On 17 January 2026, the day after collection, I contacted your dealership to report a fault consisting of a rattling panel. Prior to this, on 15 January, I had messaged to advise that I would likely need to return the vehicle and asked whether Wednesday 21 January would be suitable. On 16 January, I was informed this should be fine, pending confirmation from Duncan on Monday 19 January.Having received no confirmation by Tuesday 20 January, I messaged again and was then told I could return the vehicle. I drove the vehicle back and was provided with a courtesy van. At no point was any apology offered for the fault in what was a brand-new vehicle.After several days with the courtesy vehicle, I was informed that a part would need to be ordered and that I would be required to return the courtesy vehicle and collect the faulty van. This caused significant inconvenience, and I had to request that the van be returned to me.On 1 February, shortly after the van was returned, I notified you of two additional faults:• Intermittent operation of the heated seat• A squeaky tailgateI provided video evidence of the primary issue. I received an out-of-office reply from the representative I had been dealing with and therefore forwarded the email to Paul Williams, who I understand to be the Manager. In that correspondence, I expressed my disappointment at spending a substantial sum on a new vehicle that is clearly not of an acceptable standard.By late 6 February, having received no response, I emailed again and copied in the complaints address (vehiclecomplaints@lookers.co.uk). Within that email, I formally requested that the vehicle be returned and refunded in full, as this was within 30 days of collection and I had lost confidence in both the vehicle and the service received.Shortly thereafter, Paul telephoned to apologise for the delay, explaining he had been off sick and would investigate the matter. He committed to calling me again on Monday 9 February, which he did. During that call, he advised that the required part was on order and indicated that it should arrive within days rather than weeks. When I asked about my position regarding rejection and refund, I was told that Lookers must be given the opportunity to fix the faults and that cancellation was not an option.Just shy of a further 3 weeks I finally receive an email from Paul advising that the replacement part should hopefully be available at some point this month.I responded back on Monday the 2nd March expressing my disappointment with having waited so long and to still not have a date of repair, but also to advise on a further issue with the vehicle that has come to my attention. I again copied in vehiclecomplaints@lookers.co.uk and provided video evidence of this within my email but as it stands, 1 week later I have received no response or acknowledgment.Within the last 24hrs I have identified a further issue with the keyless entry whereby I could not gain access to the drivers side despite holding the key beside the door. I have not notified the garage as yet of this as they have failed to recognise the last fault/email.I have now had the vehicle for over 7 weeks. During that time, I have endured a persistent rattle and have continued to identify additional faults as time progresses. I have no confidence in the reliability of this vehicle or in the level of service provided. I also have no clear indication of when, or if, these issues will be resolved satisfactorily.Given the number of faults present from the outset, the ongoing inconvenience, the lack of communication, and my loss of confidence in the vehicle, I formally reiterate my request for cancellation of the contract and a full refund and I will look at other models available.

Great comunication and really good service from salesman. Sadly we bought a second hand car elsewhere but will be back when we have a need.

Posted a reply to a facebook add, made appointment, was show the wrong van, no stock available for months.

Hi Dean,RE: RV22URVFurther to the email below, and my call to you on Thurs 12th February, I have still had no response from Lookers.I have also submitted an online complaint to the Lookers website and have had nothing but an automated receipt response.I am left with no option than to take the matter further with VW through appropriate channels.Yours,Barney Craggs