please see attachments for customers complaint letters

The service I received from Lookers was extremely disappointing from the moment I first enquired about the vehicle.Communication was poor throughout. On several occasions I was left waiting 6–7 hours for responses to simple text messages regarding arranging a viewing and test drive. In the end, I had to state that if I did not receive a response by a specific time, I would walk away from the purchase before Richard eventually came back to me.A test drive was then arranged for 10:30am on Saturday with Keith. After travelling over an hour to the dealership, no one appeared to know we were coming. We were not greeted on arrival and had to enter the sales office ourselves to make our presence known.The van itself had clearly not been prepared for a viewing. Whilst I could overlook the fact it needed cleaning, there was no fuel in the vehicle and, when the van was moved for the test drive, a suspension spring snapped. As a result, we were unable to test drive the vehicle at all, despite making a significant journey specifically for that purpose.We were assured that the issue would be investigated and repaired on the Monday, and that we would receive an update to arrange another test drive. Instead, on Monday we received a deposit request with no information whatsoever about the vehicle's condition. When we chased for an update, we were told the van had not yet been to the workshop and that nobody was even certain what was wrong with it. Naturally, we declined to place a deposit on a vehicle that had not been diagnosed or repaired.Almost three weeks later, we are still waiting for a clear update on whether the vehicle has been repaired and when we can test drive it.During this period, communication became increasingly confusing and contradictory. My sister contacted the dealership separately regarding the same vehicle, simply to check if they actually wanted to sell it. She received a call back within approximately 30 minutes and was informed that the van was currently in the workshop having the wet belt replaced. However, after waiting over five hours for a response to our enquiry, we were told something entirely different – that the vehicle had not yet gone into the workshop and that no work would be authorised until a deposit had been paid.These two statements cannot both be true. Either the vehicle was in the workshop having work carried out, or it was awaiting authorisation pending a deposit. The fact that conflicting information was provided to different prospective buyers raises serious concerns about the accuracy of the information being given and the overall management of the sales process.Adding further frustration, the vehicle price was subsequently reduced by £1,000 and the vehicle has now disappeared from your website altogether, yet we have still not received a straightforward update explaining what has happened. After nearly three weeks, we remain none the wiser than we were immediately following our failed test drive.The entire experience has been frustrating, poorly managed and lacking in even the most basic level of customer communication. Had someone simply kept us informed throughout the process, much of this could have been avoided. Instead, after travelling over an hour to view the vehicle, having our test drive cancelled due to a mechanical failure, and then spending weeks chasing updates, we have been left completely in the dark.I appreciate that issues can arise with used vehicles and repairs can take time. What is difficult to accept is the lack of communication, the contradictory information provided by different members of staff, and the apparent lack of preparation and organisation throughout the entire process. Unfortunately, this experience has left me with very little confidence in Lookers and I would be reluctant to consider purchasing a vehicle from the dealership in the future.

In spring of this year I collected my new transporter from teeside van centre and if I had known what a bad experience it would have been I would never have bothered. My name is Martin Beckett and the van registration number is now MA06BEC. The reg on delivery was NX26PLN and the plates on the van were NX26PLU meaning I was running around in a van with false plates on it meaning I could have fallen foul of the law for no fault of my own!!! I only picked this up when I put a private plate on it.I have asked Dean Shaw for the original plates, as I will need them if I ever let the van go (and I paid for them), and all has gone very quiet despite a reminder email which seems to have been ignored.Collecting the van was also a fiasco as despite having in the yard for two months I was told it needed panels fitting. I was also told a paint touch-up would be sent to my home address but nothing has been received.I feel that once the deal has been done there is zero after care and all correspondence is totally ignored.Regards,Martin Beckett

No longer looking have now got sorted with a new van as your agent never rang me back went somewhere elseSent from my iPad

Very well looked after by Keith, very impressed with his knowledge of the product and how he conducted himself.

Initial contact was quick, but when calling back and asking for a callback to discuss purchase options and pricing it didn't come, I ended up purchasing a vehicle from another location

I was waiting for finance deals coming over on a lease for a id buzz van, I did get vans available but nothing else, unless I missed something.

Good service and Richard the sales rep was very helpfulYou do need to update your opening times online though it said you were open on bank holiday monday when it was actual just the car part

I booked my van in specifically to have two issues investigated. The first issue related to a warning light identifying to too much oil. My research had indicated this is a common issue requiring a software modification. The second issue was the fact that my stereo made a crackling noise. Again my research had identified this to be a known issue that a software update would rectify. At the last moment I asked if my passenger door handle could be looked at as I had also identified this was subject to a previous modification recal.I was informed that I would initially be required to pay £120. My van was booked in for 10am and I left at 13:45. I had it confirmed that my engine had too much oil in it and that it would cost £119 to remove a small amount. The stereo issue was confirmed as requiring a software modification and that would cost £161 to install. The handle was investigated as well as the fact that my van was fully inspected and multiple further issues identified.Upon hearing it had too much oil in it I asked if the small amount could be removed within the time I had paid. I was told it could not. I find it really hard to accept that a van would be allowed to leave knowing it had too much oil in and that it could be easily resolved within the time period paid for. Secondly I then enquired if I could add the additional amount to my already agreed £120 (+£41) to have my stereo software update. This was refused on the basis that the technician has to write a bespoke programme for my van. I struggle to understand how a VW wide modification is bespoke to my van.I left with a list of further jobs that I never asked to be looked for other than my door handle issue.So my £120 got me no further forward with either my oil or stereo issue that I had identified from the outset and it appears that I paid £120 for the technician to find multiple other issues that require attention, something I never asked to be undertaken. I just struggle with the fact my van was going to be released when the technician believed it had too much oil in it. If either of my two jobs had been addressed (I believe both could have been within the hour) I would definitely have requested some of the other tasks to have been completed. I feel I have paid £120 for nothing, and have left with a bigger list of issues I never requested to be looked into

My van was booked in today for diagnostics and repair and MOT. I had arranged a courtesy vehicle and was told the cost for administration £35. I travelled from Scarborough to Middlesborough arriving 8am and was told no courtesy van was booked....it most certainly was! I was left with the choice of leave (with the dash alert still on) and book anorher day. Or have a lift to the train station. I work in Accident and Emergency as an Advanced Clinical Practitioner, the doctors strikes are on and i am at work this afternoon! I asked to be taken to a car hire place and had to hire a car myself. I cant emphasise how upsetting and stressful this was when i thought i had a solid plan in place.