To add to complaint 84676791Sadly the service I received was poor and communication worse. After waiting for a loan vehicle I was then sent a first 'free inspection report' a few hours later with just one advisory at a cost of £862. The advisory had nothing to do with aircon which was why my van had been brought to VW. That then disappeared and a second one was sent hours later with all kinds of issues including the same advisory but at a different cost. I did not ask for my vehicle to be fully inspected. It was in for a full report on the state of the aircon only and an assessment of what was needed to repair it as faulty repairs had been done by an independent garage. The advisor Zara continually spoke over me and I had to eventually give the phone to my wife to ask her to listen properly while we explain that the centre had not done what they agreed to do and I had been waiting months for a appointment. Some emails I received had no punctuation so were hard to understand for someone who is dyslexic. For example:We have done the initial diagnostic, we have carried out pressure test on you ac and carried out some check, we found the pump unplug please check your email there is a video with my tech explaining what he did today no vehicle need the first step of repair that wont be done today or tomorrow as my diary is fully booked until new year and we need our loan van back so we can rebook this for when we can do the repair.What is wrong with using a spellcheck?When asked what was unplugged and why it could not be plugged in for testing she could not explain and my wife could hear laughter in the background. That is quite insulting.The advisor Zara was very abrupt and rude - just kept repeating herself and not trying to understand my frustration or find a solution or apologising for e.g sending 2 different inspection reports or not having the van I booked ready. She even tried to say to my wife maybe it was her Spanish accent! Communication was poor and little customer service skills were demonstrated. You cannot just talk a client down, repeat yourself again and again, not apologise for your own errors and not listen. Basically the centre did not do the job, the service advisor's conduct and communication - verbal and written- was poor. It matters not that VW waived any charge for inspection. I wasted my time and waited weeks for an appointment only to be told after the event that the garage did everything I asked for. VW did a lot I did not ask for but not what had been agreed. I expected a lot better from VW so am hugely disapponted. To add to that, the invoice( i did pay for loan van) says my next service is due 24/10/2018.

I booked my van in to assess the aircon and produce a report. I booked a car with the service centre. Zara could not find a car for me so went off to get one saying she would be 10 minutes. 50 minutes later I am still waiting and she has disappeared off-site without a word. I have a hospital appointment to get to. This is very poor. I hope the service I receive regarding the van will be better.

From: Adam FlemingSent: 10 December 2025 15:58To: Paul WilliamsCc: Duncan Maison; James Brearley; Oona Cassidy; kate.thompson@vwg.co.uk; kevin.rendell@vwg.co.uk; simon.lynch@vwg.co.uk; Tony Haughney; Kelly RooneySubject: URGENT - Multiple Failures Across New VW Fleet – Immediate Action RequiredImportance: HighExternal Sender: Confirm legitimacy before acting.Dear VW / Lookers Guidford,We are submitting this as a formal and urgent complaint regarding the escalating mechanical failures across several brand-new Volkswagen vehicles purchased directly from your branch.EcoGlow has invested heavily with your dealership, including 8 brand-new VW Transporters (over £40,000 each), 2 brand-new ID Buzz vans (over £50,000 each), and a further 2 Transporters currently on order. Our total spend to date exceeds £500,000. The decision to switch our entire fleet to Volkswagen was based on assurances from your branch that “VW vans don’t break down” and that our ongoing issues with Citroën and Vauxhall would be a thing of the past. This has proven inaccurate in light of the failures we are experiencing.We are now facing significant issues affecting multiple vehicles:BO22 ECO and BO66 ECO (ID Buzz) – Severe brake whining and screeching, particularly from the rear.RK25 ORG – Wiper motor failure. Our heating engineer lost a full day of work, costing £300 in salary plus lost revenue to EcoGlow.RG25 ORN – Identical wiper motor failure. Engineer (age 18) could not be insured on a courtesy van, and no viable alternative was offered. This resulted in a full day of lost revenue and again the cost of the engineer -£200. This also resulted in a cancelled customer job, disruption to partner trades, and logistical problems with materials. We were forced to place him in a Company Director’s van. The courtesy vehicle provided 9which the director is now driving) —a Caddy double cab—is not like-for-like and unsuitable for operational requirements.RK25 ORP – Driver’s window motor failure, requiring manual lifting of the window.RK25 OSA – Central locking faults.These ongoing failures are directly impacting customer commitments, engineer workloads, and our operational capacity. For a mobile workforce carrying tools, , and equipment, the disruption caused by these breakdowns is severe. This is not simply a matter of “dropping off a van” for repair; each incident results in lost revenue, delays, and reputational damage. In usign a courtesy van, we also then have no tracked visibility of our engineers.Under the Consumer Rights Act 2015, the vehicles supplied must be of satisfactory quality, fit for purpose, and durable. These obligations have not been met. We are therefore entitled to immediate rectification, replacement where appropriate, and compensation for our losses.We require a formal written action plan from both the Branch Manager and the Head of Business of lookers / VW addressing the following:1. Immediate inspection and repair of all listed vehicles.2. Guaranteed provision of suitable, like-for-like courtesy vehicles for engineers. Anything else is not acceptable.3. A full written explanation for why multiple new vehicles are experiencing significant failures. Stating this has never been seen before or never heard of is unacceptable.4. Confirmation of how Volkswagen intends to prevent further breakdowns across our fleet.5. Assurances regarding the quality and reliability of the two Transporters currently on order.6. A proposal for compensation to cover lost revenue, downtime, and associated operational disruption.7. Confirmation of priority handling and a dedicated escalation route for any future issues.We have 10 vans still due for renewal. Given the scale of failures we have already experienced, we are now reconsidering whether Volkswagen remains a viable supplier for our fleet. Unless this matter is addressed thoroughly and urgently, you are at risk of losing substantial future business.A full written response addressing every point above is required from both the Head of Business and your branch by close of business on Friday. If we do not receive a satisfactory response, we will escalate this matter to Volkswagen UK Corporate Fleet, The Motor Ombudsman, Trading Standards, and proceed with legal avenues under the Consumer Rights Act.For the meantime, all correspondence is to be provided strictly in writing via email.We require your urgent attention to this matterKind Regards,Adam FlemingManaging DirectorThe EcoGlow Group LtdJoin Us On Our NetZero Mission01932 550 828

Your van was not priced at the correct price wasted a hole morning coming to you to view test drive and do a deal to find out that the van was priced wrong on the auto trader web site even Duncan the sales man got it wrong when I arrived and questioned the price on the board in the window of the van it was the gentleman in the office who basically said he’s not having it for that price which I thought was quite rude of him no apology from him either

HelloAll very helpful and friendly as per usualI do have a concern about the items highlighted in red as urgent ? The car was serviced only a few weeks ago and I feel they should have been rectified then ??Please can you let me know what I should do next ?BestLilian

My Calafornia Campervan (ND04JOD) has to revisit your workshop for the 3rd time.(Booked in date Monday 24th November).Due to the distance that I live from you’re dealership I have requested a courtesy vehicle which you’re bookings department appear unable to deal with this request.The branch told me that when booking the vehicle in this is where it would be arranged.My initial booking was made by phone with Daniel who said she would contact the dealer and get back to me. I didn’t hear from her so phoned again and spoke to Natasha who said she would chase Daniel up and if Daniel didnt/couldnt get back to me she personally would get back to me. Over the last three days I have phoned and asked to speak to both Daniel and Natasha and have been told that they would be contacted and asked to call me, at the time of emailing I still haven’t heard anything.I can’t believe how bad your communication is, I am very frustrated as such a simple request has been made so difficult.It’s bad enough that for the 3rd time I have to return the vehicle for the same problem to be investigated but to be treated in such a way is totally unacceptable.

Salesman said he would call within a week of our enquiry but did notEmailed him 2 weeks later for an update and he then informed us that the car would not be coming in and was at a different branchVery poor service level as usual from the branch

Phoned beginning of last week as looking for a new transporter vanI was told someone would get back to me with prices etcI had a call yesterday ! A week laterI have already now sign the paper for a new van with a different company

Dear LookersI just wanted to express my gratitude for the service we received from Rob Beccles at Lookers (Skoda) in Peasmarsh recently.Rob was friendly, courteous and non pushy and nothing was too much trouble for him. Indeed on one occasion he was dealing with several customers as well as us and did so in a calm, relaxed way, always keeping us informed of progress.He was also very patient (particularly as I couldn't make up my mind) in explaining the options and answering all our questions.I eventually bought a 2 year Skoda and are very happy with it.Thank you, Rob.Kind regardsKathy Dry

Dear Sir/ MadamRe: Service for RK23 VRDI wish to raise a formal complaint re the recent experiences of taking the above car into Lookers, Guildford.I represent the car's owner Ms Ann Lewis. The car is leased through the Motorbility Scheme.Having spoken with Motorbility - they advised that the experience should be logged with yourselves as an official complaint and they are aware and have recorded the contents of this email on their files as well.I will number each of the negative experiences and summarise each one.1. The Motorbility car was initially booked in for a service on 22/9/25 and duly dropped off at the garage at approx 08:45 as requested at time of booking.By 16:15 no communication had been provided by the garage re updates.In my experience of taking cars into service, I did find the lack of any updates by this time to be unusual.I called the garage who said the car had not been serviced yet and may not be ready to collect at 17:00.I explained on the phone that the car was needed so I would have to come and collect at 17:00 regardless.I wonder if I had not called would I have even received a phone call offering an update. A standard service should not have taken an entire day without communication and the lack of communication was not appropriate or good customer service, in my opinion.2. By 17:30 I was presented with the car - two tyres needed to re replaced but were not in stock.I wonder if the car had been looked at earlier in the day the garage would have been able to have ordered the tyres and had them replaced.As it was I had to book replacements elsewhere from another supplier.My previous garage experiences tells me normally basics such as standard tyres would be ordered in before lunchtime to allow for a same day service to operate.3. On collection of the car I was informed that there was a problem with the indicators and they were not working properly.This is referenced on the email report sent over by John Dunne who was on the desk.I questioned this as there was no issues when I drove the car in but was greeted with a shrug and asked to sign a declaration that I was driving the car off site with "broken indicators".When I returned the car to the client - we discovered the indicators were in 100% working order but the switch on the steering wheel modification had been moved, causing the 'fault'.Obviously this had been moved during the 'service' inspection and not noticed by the mechanic who had done this.I am surprised that by this lack of due diligence and care from a garage, particularly when looking at cars with modifications.When I explained what happened on my return (point 6) - I was not offered an apology, just a self-deflective shrug from the desk.4. The car was booked in for a full oil change - the DipStick was checked before drop off and after. While there was more oil on the DipStick the oil was still thick black and therefore this suggests that the oil was not replaced, just topped up, as a full oil change would show a change in the oil colour.Can you confirm if the full oil change happened or was this just a top up.Documented with photos.5. Apparently the onsite main computer which was needed to do the USB update on the car computer was not working all day. Therefore the system update could not be done.The car was booked for a service to deal with this as a priority and when the car was collected I was told it would need to be rebooked in for this work.If the computer systems were down all day - why was this not addressed earlier in the day?If there was a known problem, customer service protocol would surely be to contact with advance notice, explain and rebook rather than leaving this to the end of a day.This then of course meant that the car had to be rebooked.6. Having spoken and rebooked the car in with Motorbility - we were informed that Lookers would accept the car on 6/10/25 at 08:30 and were assured I could wait and the software updates would be done ASAP as the car needed to be back with the client at 10:00.This was refuted by staff at the desk, but I insisted I would wait and was told they would have a look.Around 09:20 I overhead a conversation that the computer systems were not working and the car would need to be booked in again for a minimum of 3 days.I was left waiting until 09:45 to be told this officially - so more time was wasted and the car now has to be booked in for a third time.I wonder why it took so long to be told the negative news. The front desk was not busy.As I am sure you are aware, a Motobility Car is essential for the client and without it causes a considerable amount of stress and uncertainty.There has also been a considerable waste of time and energy dedicated to thisWe are now faced with having to rebook in again and sorting the logistics of a adapted car replacement which can only be arranged once a date is locked in.The service has caused undue stress and anxiety to the client and caused a lot of time and effort from myself dealing with the repercussions of situations that I believe should not have happened in the first place.I look forward to your acknowledgement of this email and a time reply once you have investigated your findings.kind regardsDarren Sadler