Customer is logging this a formal rejecting of the vehicle. The paint work has an issue all over car, customer only had vehicle for 1 week been in branch since. now having to pay first payment on finance . . customer having to pay £15 per day parking permit to park Courtsey vehicle outside her house . also having to wait on part for vehilce

I have been using this garage to annually service my car since I purchased it on 2019. I was very disappointed to be told today washing the car was not included today due to building work on the forecourt and washing it is considered complimentary. This is a poor excuse as last year it was taken to a garage up the road to be cleaned as this was not done anymore in their garage so why the work on the forecourt was used as an excuse does not make sense. Customers expect a service at a main dealer to include a clean and vacuum otherwise we may as well get a cheaper service at Kwik Fit.

Plant get the car I wonted and didn’t call back to say anything

cust has still not received the V5, cust has been onto DVLA and been advised that it has not been registered in their name.

HiNot sure why i am kept waiting for my issue to be resolved with the Tyre repair/inflation Kit which was not supplied when the car was purchased in July 2024 i was expecting it to be sent out in the postVery easy and brilliant when sold the car shame i am not worthy of having my issue resolved with regards to aftercareIs it worth i keep asking or accept this is the level of service awarded to me as it has been 15 monthsI wont be in touch after this email to chaseI have given upKindest regardsMr Mahomed

Thank you for your email. I don't want to be unfair to the young man who actually sold me this used approved car on Thursday last. Therefore, I won't be completing this questionnaire until I get my car back from the workshop. That's right. I picked it up on Thursday and it's now in your workshop since Friday. Not a good start but it's not his fault.

Recently bought an Up GTi and I realised it was missing an owners handbook when I got home. I rang the sales executive to let him know and he said he would look into it. I had no response after 3-4 days so I emailed him on 17/10/25 and still haven't had a response. I would normally ring back and chase but really should have to to get a response.

Arranged test drive for Tiguan. Sales rep refused to accompany despite me asking them to. Got into difficulty during the test drive and had to call the office for advice. After the driving test sent email to the sales rep with the offer for the vehicle, they never got back. Tried calling the team during working hours and no answer until eventually got cut off. Did not seem remotely interested in selling the vehicle. Never mind, better deals and better customer service are available elsewhere.

I am writing to make a formal complaint regarding the extremely poor experience I have had with Lookers Volkswagen Walton-on-Thames, relating to the attempted purchase of a 2020 Volkswagen Tiguan (FD70CFZ).Two weeks ago, I found what seemed to be the perfect car for my family — a Tiguan in good condition and low mileage. During my first visit, I immediately noticed the EPC warning light and that all four tyres were visibly cracked. I raised these issues with the sales representative, Max Burgess, who explained that the car had not yet been prepared, and that these issues would be addressed before sale.I paid a £500 deposit to begin the finance process. However, progress was slow, and when the MOT was completed, it came back with four tyre advisories — which Lookers still deemed “safe to drive.” This raised serious safety concerns, so I sought two independent assessments from other tyre specialists. Both confirmed the tyres were aged and unsafe due to cracking. One even advised contacting the manufacturer directly, which I did.Hankook’s technical department confirmed in writing that the tyres were deteriorated by ozone and weather exposure and were not safe for continued use.Despite this, when I raised the issue with the dealership manager, Izzy Daily, she refused to replace the tyres or offer any discount — stating she had already “spent enough money on the car.” I even offered to cover the cost of two tyres myself, but she refused.Worse still, after submitting the requested documents, I heard nothing for over a week — no returned calls or replies to multiple emails. When I eventually spoke to Max again, I was told Izzy claimed my email had no attachments, which is simply untrue (I have proof that they were sent from multiple devices).Communication was chaotic and unprofessional throughout. When I finally reached Izzy after ten days of chasing, she was defensive and dismissive. She incorrectly claimed that Max was my only point of contact, despite the fact that she had personally emailed me to request finance documents. Her tone and manner were unacceptable for someone in a management role.Ultimately, she decided to cancel the sale and refund my deposit. While I agreed at that point — purely because I no longer trusted the dealership — I still have not received my £500 refund.Adding insult to injury, I have since seen the same car re-listed for £450 less than before. This clearly shows the dealership was aware of the tyre issue but preferred to remarket the vehicle rather than resolve the problem responsibly.I have been a loyal Volkswagen customer, having owned five VW vehicles and driven nearly a million miles in them. Unfortunately, after this experience, I am seriously reconsidering any future purchases with the brand.I would like:1. Immediate confirmation that my £500 deposit will be refunded without further delay.2. An explanation from Izzy Daily, Sales Manager, regarding her handling of this matter and her conduct.3. Assurance that this case will be reviewed by VW UK or Lookers management, to ensure other customers are not treated in the same way.Please confirm receipt of this complaint and provide an update on the refund status. I am happy to provide copies of emails, photographs, and correspondence with Hankook for verification.

No response from the dealer