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.

Transferred from VW GuildfordTicket: 86078445Lookers Volkswagen Guildford | 2933_1131Feb 18, 2026UnassignedIn Progress (On Hold)Due in 3 daysChristine Sumnerschristinesumners@hotmail.co.uk|07465223348Webform (June 2024)Taken: February 15, 2026 07:13:27 PM | Completed in 00h 16m 01sLookers Volkswagen Guildford - 2221364Locale: English (United Kingdom)Fear / AnxietyArrival / Drop OffTrust / HonestyCustomer Service - GeneralService StaffPolite / CourteousAppointmentsCommunication - GeneralWindshield / WipersLoaner / Rental CarIssue ResolutionWork Completed / Not CompletedCustomer Comments:The last 3 times I have brought my car in for work to be done I have left cross and anxious! The customer service should be AMAZING for such a reputable brand but it’s average! One staff member in particular ( female, 30’s, Spanish I think) has the worst customer service I have ever seen. She never smiles, she’s rude - even to staff in front of customers. The communication between booking your car in and the staff there is terrible- I tell them I will be waiting for the work to be done twice and both times they said it’s not booked in for that and I end up waiting 1st time 3 hours and the another time it was 5 hours! The car never even moved its spot until I enquired and then when they did move it into the workshop one of the errors- a sensor was showing as some rubber from windscreen was touching the top of the engine and I said that I had already pushed it on but it keeps coming off and needs something to permanently attach it. Well it’s now come off! One time I had booked a courtesy car to then get there and no courtesy car was back, ready. I have a disabled son, communication is so important! One member of staff has gone out of there way to resolve an issue- sorry I cannot remember his name but the female staff member should not be anywhere near a customer focus job.

Good Morning,We hope this email finds you well.Please see the details below of a complaint that has been raised against one of your sites.Raised by Customer: IFC GroupGarage Name: Lookers Volkswagen Van Centre GuildfordGarage Postcode: GU3 1NEDate of Complaint: 11th FebruaryVehicle Registration: KY73XUHAreas for Investigation: Manner in which the site has spoken to customer via 1linkNature of Complaint:Please see the message sent to us by our customer:‘Noff sent down a request for a Service on above vehicle which is booked in under booking ref 153867344. This van has a tracker fitted and I check the van’s location and it was in Slough, 30 miles away at 3.42pm. We do not pre-authorise repairs, we wait until the van is on site. On top of his comments, he has overcharged for the Service and Pollen, Air and Fuel filters are not due, plus the Brake Fluid not due. Over charge of ? 276.54 + VAT.Furthermore, as per the 1link exchange (screenshot attached), I have been in Maintenance & Leasing for 32 years, and I have never been called ’petty’ before.Noff never answered my questions but found it easier to cancel the 1 link request and add a throw-away comment.Please review this and come back to us with your response.We would appreciate your input on the reported events, and your proposed solutions to prevent re-occurrences of this nature.Please add any supporting documentation as an attachment to this email.Thank you in advance for your prompt response, we look forward to hearing from you. Should you have any questions please feel free to call us on 01480 813000 and select option 3Fleet Assist has a 5-day SLA in place with our mutual customers to resolve any concerns raised and therefore we would appreciate a response to this email within 24 hours.Many Thanks & Kind Regards,Luke“Market leading SMR supplychain management since 2003”Customer Servicese: Customer.Services@fleetassist.co.ukw: www.fleetassist.co.uk

Hello,I would like to express my dissatisfaction with the service so far received since receiving this vehicle.Having notified you within 24hrs of driving the vehicle away that it had an issue I am still waiting for this to be rectified roughly 3 weeks later. The van is irritating to drive with its rattle and I last spoke to yourselves almost 2 weeks ago when I was advised that he replacement part could be 2 days to 2 weeks. Pretty ambiguous but I was happy to wait. My issue is that absolutely nobody is in contact with any update and from the get go you have been unapologetic.It has since come to my attention that the van has a further fault with the heated seats that I provided a video recording of and sent 5 days ago. I have had no response to this either.How is this level of service acceptable for a customer who paid £65,000 and waited 6 months to receive the item?I would like to request that the item is returned and refunded in full as I am not confident in the vehicle or after care service.RegardsAnthony________________________________________From: Anthony LeeSent: 01 February 2026 7:45 PMTo: paulwilliams@lookers.co.ukSubject: Fw: LOOKERS Guildford VWCV - New T7 Next StepsHello Paul,I have received an out of office from Duncan who has referred me to yourself. I have forwarded my email below.Kind RegardsAnthony________________________________________From: Anthony LeeSent: 01 February 2026 7:27 PMTo: Duncan MaisonSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsHello Duncan,I completed a trip to London for the first time with the family this weekend in the creaky van. Unfortunately I need to bring to your attention fault number 2. Please see below link:a0e6b005-237f-4380-a171-8ad74a85be44.MP4The heated seat on the passenger side appears to come off and on. I believe this is due to faulty sensors in the seat because we noticed it did it when turning tight corners creating a small weight shift from my partner on the seat.The rear tailgate also requires oiling as this creaks when opening.Got to be honest, for £65k I'm really disappointed with this van! I have no doubt I will find more issues with the vehicle but in the mean time can these be addressed when it comes back to you to rectify the initial fault please?Kind RegardsAnthony________________________________________From: Duncan MaisonSent: 20 January 2026 10:10 AMTo: Anthony LeeSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsHi Anthony,No problem at all, my team are poised to receive the van and check the areas you've described. I've made arrangements for another Kombi to be made available for you while we review and resolve the issue, please bring your driving license along so that we can set this up on insurance!What time would you be able to drop the van to us in the morning?Kind Regards,DuncanDuncan MaisonSales ExecutiveLookers Skoda GuildfordThe Astolat Business Park, Astolat Way | Peasmarsh | GU3 1NET: 01483 462 500lookers.co.uk/skoda________________________________________From: Anthony LeeSent: 20 January 2026 9:54 AMTo: Duncan MaisonSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsExternal Sender: Confirm legitimacy before acting.Can you please confirm that I can bring the van to you tomorrow and that you will have a courtesy vehicle? Falling out of love with this van.________________________________________From: Duncan MaisonSent: 16 January 2026 5:49 PMTo: Anthony LeeSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsHi Anthony,Apologies for the late reply; I've been with clients back-to-back, but I have raised this with the service department.Wednesday next week shouldn't be a problem, I'll confirm with the techs on Monday for 100%. Would you be ok to leave the van with us, or do you require a courtesy vehicle while we conduct the fault-finding?Kind Regards,DuncanDuncan MaisonSales ExecutiveLookers Skoda GuildfordThe Astolat Business Park, Astolat Way | Peasmarsh | GU3 1NET: 01483 462 500lookers.co.uk/skoda________________________________________From: Anthony LeeSent: 15 January 2026 2:14 PMTo: Duncan MaisonSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsExternal Sender: Confirm legitimacy before acting.Hi Duncan,I have driven with my partner in the back seat to try and locate the issue. She can only advise that it is coming from the base of the door, perhaps the back. But there is nothing obvious that she could add pressure to or touch to momentarily stop the sound.Would you be available next Wednesday for me to bring it over? I would like to show you the sound as well please or your engineers before I leave it with you.ThanksAnthony________________________________________From: Duncan MaisonSent: 13 January 2026 10:12 AMTo: Anthony LeeSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsGood Morning Anthony,All funds received and confirmed by our accounts team! We're green-lit for tomomorrow.Have a great afternoon, see you soon!Kind Regards,DuncanDuncan MaisonSales ExecutiveLookers Skoda GuildfordThe Astolat Business Park, Astolat Way | Peasmarsh | GU3 1NET: 01483 462 500lookers.co.uk/skoda________________________________________From: Duncan MaisonSent: 12 January 2026 5:24 PMTo: Anthony LeeSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsHi Anthony,Thanks for sending these over, the finance has been activated ahead of collection and I'm just waiting for final written confirmation from my accounts team r.e. The transferred balance.While we're getting ready, I'd highly encourage you to download the 'Volkswagen' App (white VW Symbol on a dark blue background) and set yourself up a profile; this app will connect you remotely to your new van, seeing things such as your charge levels, parking location etc. We can then pair this up with your new van when you come in on Wednesday!Kind Regards,DuncanDuncan MaisonSales ExecutiveLookers Skoda GuildfordThe Astolat Business Park, Astolat Way | Peasmarsh | GU3 1NET: 01483 462 500lookers.co.uk/skoda________________________________________From: Anthony LeeSent: 12 January 2026 2:56 PMTo: Duncan MaisonSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsExternal Sender: Confirm legitimacy before acting.Hello Duncan,Please see attached the 4 signed documents as requested.Would you also mind confirming receipt of the final balance £55k?ThanksAnthonyIMG_4468.jpgIMG_4470.jpgIMG_4469.jpgIMG_4467.jpg________________________________________From: Duncan MaisonSent: 12 January 2026 2:48 PMTo: Anthony LeeSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsHi Anthony,No need to worry; we can act as the witness to singature; we just need your sign off and we can proceed.Kind Regards,DuncanDuncan MaisonSales ExecutiveLookers Skoda GuildfordThe Astolat Business Park, Astolat Way | Peasmarsh | GU3 1NET: 01483 462 500lookers.co.uk/skoda________________________________________From: Anthony LeeSent: 12 January 2026 2:41 PMTo: Duncan MaisonSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsExternal Sender: Confirm legitimacy before acting.Hello Duncan,Payment has not been made if you can please confirm.IMG_4466.PNGI will get the documents over this evening as one of the pages requires a witness so I will get my partner to do this as I do not wish for my neighbours at work to see the financials of the van.ThanksAnthony________________________________________From: Duncan MaisonSent: 12 January 2026 11:56 AMTo: Anthony LeeSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsHi Anthony,That's great! All received on our end, and I have amended the paperwork as required and attached to this e-mail.You'll see the revised order provides a clearer breakdown, with the Gov. Grant now showing at the bottom of the first page as a separate element.I have also amended the finance documents to reflect the correct address for invoicing (thank you for confirming). If you can kindly print, wet-sign and scan back pages 1, 3, 7 and 10 using the signature present on your driving license, we'll have everything we need to activate the finance.Once the payment has been completed today, please let me know and I'll have the accounts team confirm its receipt!As always, any questions I'm happy to assist.Kind Regards,DuncanDuncan MaisonSales ExecutiveLookers Skoda GuildfordThe Astolat Business Park, Astolat Way | Peasmarsh | GU3 1NET: 01483 462 500lookers.co.uk/skoda________________________________________From: Anthony LeeSent: 12 January 2026 11:46 AMTo: Duncan MaisonSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsExternal Sender: Confirm legitimacy before acting.IMG_4462.jpgHi Duncan,Please find driving licence attached.ThanksAnthony________________________________________From: Duncan MaisonSent: 10 January 2026 11:39 AMTo: Anthony LeeSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsHi Again,No problem at all! Wednesday at 4pm it is 🙂Have a great afternoon and rest of your weekend!Kind Regards,DuncanDuncan MaisonSales ExecutiveLookers Skoda GuildfordThe Astolat Business Park, Astolat Way | Peasmarsh | GU3 1NET: 01483 462 500lookers.co.uk/skoda________________________________________From: Anthony LeeSent: 10 January 2026 11:38 AMTo: Duncan MaisonSubject: Re: LOOKERS Guildford VWCV - New T7 Next StepsExternal Sender: Confirm legitimacy before acting.Hi Duncan,Thank you for this. Please can I change the time on Wednesday for around 4pm?Sent from my iPhoneOn 10 Jan 2026, at 11:29, Duncan Maisonwrote:Good Afternoon Anthony,Great news, your vehicle is getting ready for collection this Wednesday 14th January @ 12 midday!Your new van will be RK75 LZF !I have generated the finance documents and attached them to this email for review and wet signature. The next steps are as follows:• Please review the finance documents that have been sent, print and sign on pages 1, 3, 7 and 10. Please be aware that this signature will have to match the one present on your driving license. When complete, please send a clear scan of these pages back to me. Please also send across a clear copy of your driving license for activation• Please transfer the remaining balance of £55,000 to our Lookers account (attached) using reference RK75LZF and let me know when complete; I'll be able to confirm its arrival with our accounts team. If you send this over in part-payments, please let me know the amounts.• Please set up insurance for collection. Your vehicle's VIN is WV4ZZZTW6SK085251 and full title is "VOLKSWAGEN T32 Kombi Commerce Pro SWB 286 PS 65 kWh Electric 1sp Automatic" If required.If you have any questions in the interim, please don't hesitate to let me know.Kind Regards,DuncanDuncan MaisonSales ExecutiveLookers Skoda GuildfordThe Astolat Business Park, Astolat Way | Peasmarsh | GU3 1NET: 01483 462 500lookers.co.uk/skoda

Hi Dean,I have reviewed the pictures and compared with the photo's I took yesterday.Observations:This does not look like £1,247 worth of work.In several places wires have just been re-joined and covered in tape.Markedly less protection than before, so more prone to future damage.It’s hard to identify that any new parts or sensors have been fitted.Only at the rear does the sensor going into the exhaust look different, how much is this single sensor?They wires are now more exposed than original and therefore even more prone to damage.I now have the prospect of another trip to Guildford from London, to resolve the Engine light problem, more time wasted.I’m sorry to so I am not impressed or happy with the quality of this job, the result, the cost, and the Engine Management light in on again.Please could you review internally and provide me details of VW UK dealer services.Images coming over separately.Kind regards,Barney.

called yesterday morning just after 9am enquiring about a vehicle to check availability and get additional information, was unable to get through, then line was disconnected. once he did speak to someone was told her would receive a call back before 10am as he advised he was going out, he had to call back himself to chase this and was eventually connected to a commercial sales person, was advised he would need to check if the vehicle was still available , eventually got the call back between 3-4pm so 7 hours from initial enquiry. was advised the vehicle was available and when confirming details was told the vehicle had 11k miles on it and customer queried why the images online show it displaying as 14k miles, was told this is actually correct. overall experience has left a bit of a sour taste in the customers mouth and would like to get some clarity on the vehicle including its history

Dear Lookers Van Centre Guildford,I am writing to formally complain about the Volkswagen Transporter I purchased from you in April 2024.I have recently discovered a serious discrepancy regarding the vehicle’s mileage at the time of sale, which was never disclosed to me and has only come to light while reviewing my paperwork for tax purposes.At the point of purchase, the vehicle was advertised as having 7,642 miles. This same mileage also appears on the Service Plan Agreement dated 22/04/2024, which I signed in good faith.However, the Used Qualifying Vehicle Invoice dated 24/04/2024 states that the vehicle’s mileage was 13,000 at the point of sale. This is a difference of over 5,000 miles, which is a material factor affecting the vehicle’s value.I was never informed that the mileage had increased due to delays in releasing the vehicle, nor was I provided with updated documentation or given the opportunity to reconsider or renegotiate the purchase. I only became aware of this discrepancy last week.To summarise, I hold the following evidence:The original advertisement showing mileage of 7,642The Service Plan Agreement signed on 22/04/2024 confirming start mileage of 7,642The invoice dated 24/04/2024 showing the vehicle was sold with 13,000 milesThis represents a clear misrepresentation of a key aspect of the vehicle at the time of sale. Mileage directly impacts a vehicle’s market value, and I believe I have suffered financial loss as a result.I am therefore requesting a reasonable refund to reflect the difference in value between a vehicle sold at 7,642 miles and one sold at 13,000 miles.Please confirm within 14 days how you propose to resolve this matter. If I do not receive a satisfactory response, I will consider escalating the complaint to Trading Standards, the Motor Ombudsman, and pursuing recovery through the small claims court if necessary.I would prefer to resolve this amicably.Yours sincerely,Mr Vaidas Kaminskas90 Priorsdean CrescentHavantHampshirePO9 3AU07533966009n.ark.plumbing@gmail.comI can send all of the evidence to the email. Please provide one

They always go above and beyond. Very polite and helpful. Wouldn’t take my car anywhere else

We booked our van in for a diagnostic review as we were concerned there was a gearbox issue. When booked I was assured that the cost of the diagnostic review for this issue would be £90.The review performed by the technicians was only of the clutch which from a point of having a higher biting point they have advised may require replacement. They have suggested that they cannot review the gearbox without removing this and the quote provided for this with clutch replacement is £2700. They say they are unable to diagnose any gearbox issue without doing this.On pickup of the van, we have been charged £150. The diagnostic report also reported on condition of tyres and brakes which was not requested.Therefore, we have paid £60 more than we were initially told would be the cost of the diagnostic and they have been unable to diagnose our issue. This is a very disappointing service and has not addressed our concerns.

Called regarding extended warranty. Was told I’d have a call back with info. Been weeks. No call. Very disappointing considering I’ve bought my van from you lot.