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.

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