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

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