From the start of my experience I was in communication with Lewis. He was very friendly and helpful answering all my questions and giving me a lot of variations available.

Customer Relations DepartmentLookers Group – Volkswagen Commercial VehiclesDear Sir/Madam,Re: Formal Complaint – Volkswagen T6 Shuttle (FG68 NKL) Purchased 5 August 2025 – Serious Failings in After-Sales SupportI am submitting this formal complaint due to the unacceptable and ongoing failures in after-sales support following my purchase of a Volkswagen T6 Shuttle (registration FG68 NKL) from Lookers VW Commercial Newcastle on 5 August 2025. This was a £22,000 purchase, sold with a 6-month extended warranty, and the level of service I have received since is entirely below standard and wholly unacceptable.Summary of faults reported:• Overhead HVAC system not actuating between face and window settings for rear passengers.• Driver’s front door seal degrading excessively.• Vehicle entering limp mode on two occasions with the coil light flashing.These issues were first raised with your sales advisor, Robert King, on 17 August, but since then the handling of my case has been inconsistent, poorly communicated, and ultimately ineffective. A service colleague at Newcastle twice assured me that the HVAC actuator and door seal would be sourced and sent to my home address so that I could fit them myself. Despite multiple follow-ups, nothing was ever supplied.Local garages have refused to carry out warranty repairs due to ongoing difficulties with Lookers’ warranty processes, leaving me expected to pay substantial diagnostic fees for issues that fall clearly within the scope of the warranty provided at purchase.When the vehicle again entered limp mode, Scott, your Service Manager at Newcastle, was the only person who acted professionally and attempted to help. He arranged for the vehicle to be booked in at Lookers Teesside and provided clear communication and support throughout. His professionalism deserves recognition.However, Teesside could not proceed with further diagnostics without authorisation from the Newcastle sales manager. They emailed Newcastle directly, yet no response was ever provided. As a result of this failure, I was forced to return the courtesy vehicle after two days and collect my own vehicle without a full diagnostic being completed and with no repair work carried out at all. This was a significant inconvenience, particularly as I work five days a week in Scarborough and my schedule does not allow for unnecessary trips caused by your dealership’s internal miscommunication.This situation has already cost me time off work, unnecessary travel, wasted fuel, and ongoing stress — all entirely avoidable had Lookers fulfilled its basic obligations.I am now demanding the following:1. A full investigation into the handling of my case by the Newcastle branch, including why repeated communication failures occurred.2. Immediate written confirmation that all diagnostics and repairs will be covered under the extended warranty, with no further delays.3. Priority completion of all outstanding repairs.4. Financial compensation for:• wasted fuel• unnecessary travel• time taken off work• repeated inconvenience• the stress caused by the ongoing lack of after-sales support5. Formal acknowledgement of the professionalism of Scott, who is the only staff member who has acted appropriately throughout this situation.I expect a written response within a reasonable timeframe with a clear plan of action. Failure to address this satisfactorily will leave me no choice but to escalate the matter formally within Lookers Group and Volkswagen UK.Yours faithfully,Rob Shephard

Superb service thanks 😊

Very attentive salesperson who was happy to answer all my questions

Peter was great from start to finish. Adhered to all my requests. Contactless buying in this field can be nerve racking but Peter delivered above and beyond.

Peter Rowe was professional and helpful.

I am reaching out to you to express my concern and disappointment regarding my vehicle, VW buzz: NJ74 GPZ. it was delivered to me with visible damage/imperfections on 28/10/2024. I had the delivery driver document this at the time. I immediately e-mailed NHS fleet with pictures and details of the damage/imperfections.Despite numerous communications and assurances that the issue would be resolved, it has now been over a full year, and the vehicle remains unrepaired. Although I have finally been able to book in the repairs with revive (booked 17/11/2025). Revive have informed me they cannot repair all the damages and I am not receiving any response from lookers. I feel this extended delay is unacceptable and has caused significant inconvenience and distress.To highlight the extent of the delay, I’ve included a timeline below:Clare Hall from lookers communicated with me from early November (3/11/2024) regarding my vehicle NJ74 GPZ that was delivered (28/10/2024) with damage/imperfections that was raised to fleet.Clare and I exchanged e-mails and phone calls (number provided for communication +44 191 298 1628) then all correspondence stopped.I tried e-mailing Clare on:04/12/202410/01/202513/01/2025I had no response. I have tried calling the number provided multiple times with no response.Daniel Hunter from Revive did send me an invoice for another customer (different vehicle) on 29/11/2024 and when I responded (Clare attached) to explain this was not my name or vehicle, no one contacted me back.I reached out to fleet to escalate:05/11/2024 Jade Brown from fleet states in the e-mail fleet have asked the dealership to contact me.23/01/2025 (as per my phone records) telephone communication to fleet to raise issue.18/03/2025 I call fleet to escalate further.20/03/2025 Rebecca Tench from fleet states via e-mail that Clare made contact on 18/03/2025 stating, ‘There was an issue with the photos sent. This was done again yesterday and invoice sent to accounts. Once Revive receive the money from our accounts the damage will be repaired by Revive at the customers address.‘02/05/2035 I call fleet to escalate further as no one has contacted me.02/05/2025 Chris Codling from fleet states in the e-mail he has contacted Clare and is awaiting a response.27/08/2035 I call fleet to escalate further as I have received no communication regarding repairs.27/08/2025 Brody Butters from fleet states in the e-mail, ‘raised another urgent request for more information with the dealership in regard to the status of your repair’.05/09/2025 I escalated to fleet as I have had no communication regarding the vehicle repairs. I spoke with Alix Murray. I was assured Clare Hall would be in contact. She did not call me.08/09/2025 I received an e-mail from corporate sales support stating they authorized the invoice from revive and they should be in contact.09/09/2025 I responded to corporate sales support to confirm that my contact details they had on record were correct.23/09/2025 Alix Murray e-mailed to enquire if lookers had been in contact.24/09/2025 I responded to Alix Murray, I explained no on had contacted me.24/09/2025 I e-mailed Clare Hall, corporate sales support and Brody Butters to state I had not had any communication regarding vehicle repairs.24/09/2025 Kamila from fleet e-mailed to state she would chase this further.25/09/2025 I received an e-mail from Alix Murray to state that Revive would be in contact via e-mail.02/10/2025 I e-mailed Alix Murray to inform her that revive had not been in contact.07/10/2025 I rang fleet for an update and spoke with Chris Codling. Chris told me Clare Hall was on the other line but it disconnected. Chris states my repairs can be arranged. I explain I am flying to Portugal, if we can arrange for it be handled after I return.07/10/2025 Revive sent an e-mail for repairs.08/10/2025 revive send another e-mail stating they need to clarify a few details. I am in Portugal on holiday.09/10/2025 I have a missed call and e-mail from Daniel Hall at Revive to call them back.9/10/2025 I return Daniel Hall’s call but I explain I am on holiday and will arrange repairs on my return.20/10/2025 I call Daniel Hunter at Revive and book in repairs to be carried out at my home address. Appointment booked for 17th November. Daniel Hunter explains they can only cover body damage not damage to the plastic coverings on the lights. He advises me to contact lookers so they can book it separately.20/10/2025 I contact Clare Hall, corporate sales support and Brody Butters to explain the situation.23/10/2025 I contact Clare Hall, corporate sales support and Brody Butters as I have not received a response from my e-mail regarding revive.31/10/2025 with no response, I e-mail Clare Hall, corporate sales support and Brody Butters.Please can someone reach out to book-in ALL repairs.Kind RegardsKeira Stone

Great member of staff (Peter), knowledgeable, and helpful, great communication

Hi good afternoon.I have just been on the phone to a member of staff at the VW Lookers Van Centre in Newcastle.I explained that I am away on holiday and that on the way down a knocking sound became apparent when moving away or slowing down.Looking at my manufacturers warranty, this finishes tomorrow on the 30th Oct. Despite being away down in London, Lookers Newcastle still did not have any availability for a diagnostic till next week.The member of staff was not very helpful and I mentioned that I did not like her tone. I was basically told that my warranty would expire and that I could always book in elsewhere. This is not helpful considering I am away on holiday.I feel that I have made VW aware of a fault prior to the warranty running out and I am looking for a solution to this.I have always had good relations with this store, however today I was left feeling unheard and I would have to strongly consider taking my business elsewhere moving forward.RegardsAndrew Dockerty

Helpful and friendly staff, nothing was any trouble.