The sales man Duncan, was friendly, helpful and explained all my options before I made my decision.

Hi>> We are trying to discuss a warranty claim with Volkswagen Customer Care regarding VN12 0JR which you had in your workshop in 2023.>> Would it be possible to send me the details of the work undertaken? I understand that Danny has been dealing with this, but I’m afraid I don’t have full contact details.>> I would very much appreciate any assistance you can provide.>> Kind regards, Simon Picksley

I am making a formal complaint regarding my VW Transporter (Reg: Km68cuw), currently under an extended warranty with Lookers VW Van Centre Guildford.Last year I reported an oil leak, which was dismissed by VW Guildford van centre Lookers as “not an oil leak” but a misting of oil coming from my engine. I was assured that if it was a leak it would be covered under my warranty. This year the same fault has now been confirmed as an oil leak, yet I am being told it is not covered, directly contradicting those assurances.I was also quoted £350.38 for repair, only for this to later be increased to around £2,000 after it was admitted that labour had been “forgotten” from the quotation. I was further advised to change my cam belt even though this replacement was not yet due for a long time. I believe the oil leak has now damage the cam belt and has now left me with unnecessary further costly repairs that could have been avoided. Please see attached screen shot of incorrect quote sent to myself.This conduct is wholly unacceptable and constitutes:• Breach of contract and warranty obligations (failure to honour warranty coverage).• Misrepresentation under the Consumer Protection from Unfair Trading Regulations 2008 (false assurances regarding coverage and misleading quotation).• Failure to exercise reasonable skill and care under the Consumer Rights Act 2015.I therefore demand:1. Immediate approval of the oil leak repair under my warranty.2. A written explanation of why I was misinformed both last year and this year.3. Confirmation that my CAM belt will be replace at no charge due to the misdiagnosis.If this is not resolved within 14 days, I will escalate to the Motor Ombudsman, Trading Standards, and consider legal action for breach of contract and misrepresentation.I look forward to your urgent response.

duncan was great, he took me for a test drive, did the usual loan push, i explained i didnt require a loan and that i would be modifying the van, which you are not allowed to do without approval of the loan company. I dont need the hassle of all that when I can pay it outright. i then missed a chase up call from Duncan as they were keen to secure the deal and payment in full before month end to make their targets. i wasnt prepared to leave a deposit as i couldnt guarantee i could free up my investments in the 3 business days required to complete the deal and didnt want to lose the deposit. duncun understood this. i then called duncan back and was answered by his manager paul who said i didnt need to speak to duncan as he was his manager. i then briefed paul of requirements, that i didnt need a loan and that to clear my funds via fast track an additional fee would have to be paid of £850. He then said he would split that 850 with me and take 425 off the price of the van so i could make their target. i explained it was a rubbish deal as i am not paying 425 more in order for them to meet targets. he then started pushing the loan on me again, saying if i accepted the 425 off and took a loan, i would also get a further 250 off and two free services. this still leaves me paying more to meet their targets and take a loan which a explained multiple times i wouldnt take - mainly due to me wanted to customise the vehicle. it was now end of day so we left it for the evening. the next day i get a call from duncan and i am chatting away to him when suddenly, without introduction, paul starts talking over him, i had no idea he was there. it was very unprofessional. when in conversation i said i didnt need to sell investments for the full price of the van and that i already had a loan in place to cover some of the cost he started to question me saying why am i taking a loan when i have told him i didnt need to take a loan - questions that you dont ask. i then had to explain it was a family loan - personal information that I shouldn't be pressured into sharing. It was after that when i realised this isnt for me. I would have bought that van, I had the money already underway being divested, but now i realise i was just being viewed as a way of making a target rather than a normal person just wanting to buy a van. not a professional or comfortable experience at all. I was going to leave a google review so good timing sending me this!

Rob and Paul were very attentive to my enquiry

Very helpful. Referring us to another dealer who had our desired model.

Duncan was amazing with his knowledge and customer service.Unfortunately my part exchange value was too low for me to go ahead with the purchase.Otherwise I would have purchased a car from Duncan.

Very helpful staff

Customer engagement.

Great staff,