Just to confirm the headlight is already ordered. I feel disappointed that I now have to pay more for a part I was unaware was working. Also I feel your whole manner in handling this situation hasn't been very productive. Your emails are very brief and it seems every single question Ive asked, your manner has been blunt and response unbothered.I think you have to look at it from my perspective. You guys take my car in for service and quote down a price of £541.00 to replace my headlight. Your team makes a mistake and then charges £1460 for replacing that light. I am of course miffed and after a day of negotiations with your manager you agree to a price of £975. Still substantially higher than the initial price but as we have no alternative the price is agreed to. Twice I ask for your parts manager to schedule a call time to discuss this further and both times, I've had to callback.Now today, you come back quoting a price of £233 for this control unit which you say yourself is necessary for the Golf and that the Day Time Running light will not work without one. I have three simple questions.1. Why wasn't the bumper removed to discover this problem before the LED was ordered.2. Knowing that this was an essential part and that the light would be useless without it, I simply cannot fathom why you or the technicians wouldn't have confirmed this part as part of the initial discussions.3. Given the mistake that was made and having now discovered this part, I feel very disheartened that you are completely fixated on not even trying to negotiate a price or compensation for this calamity.4. When I specifically requested the technician or yourself explain in detail why this wouldn't work, your response was blunt and not clear at all.I feel very disheartened with this situation. I specifically sent my vehicle to Walton because of previous sub par services by VW Camberley. However I feel this whole light fiasco has left me both disappointed and frustrated with my whole experience. I would like to speak with someone senior as I feel you have not been very helpful with this situation.I'd be willing to talk 11am UK TIME tomorrow or Thursday.

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.

New guy needed assistance when I made my enquiry.

To whom it may concernIt is regrettable that I am having to complain about the service received from your colleagues at your Walton on Thames franchise.The process of purchasing a brand new car from this franchise has been extremely frustrating.There has been delays in having the car available despite assurances of when it would be available for collection.Numerous emails sent by myself and my daughter were not replied to or actioned upon receipt, On the date of collection the drive away cover took nearly a hour to get an answer by which time we had arranged our own insurance.My daughter, Ebony Jenkins was contacted by the franchise to say the car required a software update and that they would book it for her.Ebony arranged for it to be done whilst she was away on holiday ( she is a full time nanny to 3 children under 5 and can not be without the car ) I therefore took time off to attend the appointment only to be told no appointment had been made. It was eventually worked out who had arranged the update but regrettably we had not been told that you would need both sets of keys. I wasted nearly 2 hours from my working day and achieved nothing.To top it all my daughter received a letter to say that she needs to tax her previous car ( used at part exchange ) she had been given the wrong section of the log book and she only had the new owners section.I asked that this be resolved and I was assured we would receive a email to confirm this had been actioned but unsurprisingly we have not received this promised email.What should have been a pleasant and happy experience of getting a new car has been anything but.I have very little faith that this complaint will be dealt with but I understand that you have a complaint process and for me to escalate my complaint I must follow the process.Yours SincerelyIain Jenkins

I haven’t really interacted with your staff as I found out that VW will no longer fund driving instructors. The car want will be a family car so not for the school. It’s very disappointing as I have a t-roc already and just wanted to upgrade

I have now called Lookers twice as I want to buy a new car. I have been promised a call back but nobody bothers. Just shows that no one is serious about sales in this dealership.

It is regrettable that I am having to complain about the service received from your colleagues at your Walton on Thames franchise.The process of purchasing a brand new car from this franchise has been extremely frustrating.There has been delays in having the car available despite assurances of when it would be available for collection.Numerous emails sent by myself and my daughter were not replied to or actioned upon receipt, On the date of collection the drive away cover took nearly a hour to get an answer by which time we had arranged our own insurance.My daughter, Ebony Jenkins was contacted by the franchise to say the car required a software update and that they would book it for her.Ebony arranged for it to be done whilst she was away on holiday ( she is a full time nanny to 3 children under 5 and can not be without the car ) I therefore took time off to attend the appointment only to be told no appointment had been made. It was eventually worked out who had arranged the update but regrettably we had not been told that you would need both sets of keys. I wasted nearly 2 hours from my working day and achieved nothing.To top it all my daughter received a letter to say that she needs to tax her previous car ( used at part exchange ) she had been given the wrong section of the log book and she only had the new owners section.I asked that this be resolved and I was assured we would receive a email to confirm this had been actioned but unsurprisingly we have not received this promised email.What should have been a pleasant and happy experience of getting a new car has been anything but.I have very little faith that this complaint will be dealt with but I understand that you have a complaint process and for me to escalate my complaint I must follow the process.

It is regrettable that I am having to complain about the service received from your colleagues at your Walton on Thames franchise.The process of purchasing a brand new car from this franchise has been extremely frustrating.There has been delays in having the car available despite assurances of when it would be available for collection.Numerous emails sent by myself and my daughter were not replied to or actioned upon receipt,On the date of collection the drive away cover took nearly a hour to get an answer by which time we had arranged our own insurance.My daughter, Ebony Jenkins was contacted by the franchise to say the car required a software update and that they would book it for her.Ebony arranged for it to be done whilst she was away on holiday ( she is a full time nanny to 3 children under 5 and can not be without the car ) I therefore took time off to attend the appointment only to be told no appointment had been made. It was eventually worked out who had arranged the update but regrettably we had not been told that you would need both sets of keys. I wasted nearly 2 hours from my working day and achieved nothing.To top it all my daughter received a letter to say that she needs to tax her previous car ( used at part exchange ) she had been given the wrong section of the log book and she only had the new owners section.I asked that this be resolved and I was assured we would receive a email to confirm this had been actioned but unsurprisingly we have not received this promised email.What should have been a pleasant and happy experience of getting a new car has been anything but.I have very little faith that this complaint will be dealt with but I understand that you have a complaint process and for me to escalate my complaint I must follow the process.

Hi all,I have been paying for cover for minor damage repair, however, the policy overview has no contact details on how to arrange this. I have emailed the sales assistant in lookers Walton on Thames and received no response.As you can imagine this is extremely frustrating considering I am paying monthly for a service that hasn’t been provided to me.Please can you look into this as a matter of urgency. Number plate - LA21VMUKR,Elicia.

I hope you don’t mind me copying you in. I’ve also included the group complaints address and Callum Fullman, as I’m not certain who is best placed to assist. I apologise for casting the net a little wide, but the matter is urgent and I wanted support in making sure it reaches the right people.I purchased a VW Sharan (registration KN67 GWY) from Lookers Volkswagen Walton-on-Thames on 22 October 2024.While trying to add the vehicle to my DVLA account this evening, I discovered that I’m not recorded as the registered keeper. I’ve didnt received a V5C logbook and the green new-keeper slip wasn't handed over which suggests the keeper change may not have been processed. Additionally I was pursued by TFL for ULEZ charges and a traffic offence dated after transfer of ownership of my PX vehicle.The DVLA record currently shows that road tax expired on 1 October 2025, even though a Direct Debit has been running since 22 October 2024. I was unaware of this until tonight and, as a result, I have been driving the vehicle since 1 October believing it to be taxed. The vehicle is now recorded as untaxed, which means I cannot legally drive or keep it on the public road until this is resolved.The car is presently at Group 1 Volkswagen Sevenoaks for its MOT and service. I will be unable to recover it until the registration and tax issue has been corrected. I live in London, so this is roughly an hour’s journey each way and is causing significant disruption.The vehicle is also essential for my business. Without it, I am unable to work until the matter is resolved or I arrange an alternative vehicle.I’ve asked Callum to confirm what actions were taken at handover — specifically whether and when the change-of-keeper submission was made (online or by post).I’ll be calling the DVLA first thing tomorrow morning to confirm their position, but given the seriousness of the situation, I wanted to ensure senior colleagues were aware. The vehicle is currently off the road through no fault of my own, and I need clarity on what was submitted so this can be rectified quickly.Once the registration matter is clarified, I would also like to revisit a few other outstanding items from the sale, but my immediate priority is confirming who DVLA currently lists as the registered keeper so the vehicle can be taxed and returned to lawful use.Many thanks for your attention — I appreciate your help in resolving this swiftly.