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

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!