About 6 weeks ago, I noticed Lookers in Walton had 2 nearly new ID4 Black Edition cars being advertised in the circa £30,000 price range (these are still being advertised). I submitted an online enquiry but heard nothing back. I dropped in one day and had what felt like a useful chat with one of the salesmen on site.He explained the vehicles were currently being driven by staff members but he'd call me to set up a test drive as soon as possible. He never phoned. I called him back some days later and got the same response – unfortunately cars aren't on-site and he'd call me back. He never phoned!I came back into the dealership with my wife a week later on a Sunday for us both to take a look at an ID4/ID5 to get a feel for it. We weren't offered any help whilst on site but as I was heading for the car park was intercepted by another salesman who must had noticed my frustration and had come after me. I explained the situation, my interest, the lack of any kind of responsiveness. As a ‘senior sales manager’ he said he’d follow up with the sales manager. You guessed it – I’ve heard nothing more. That’s 4 contact opportunities instigated by me with no response!I’ve just taken ownership of a brand new ID4 Black Edition from Listers Group on a Lease Hire basis. The experience brokered by CarWow Leasy was flawless. It’s my first VW. I hope it doesn’t disappoint.

Whilst moving the new house, this was the very first inquiry to your shop to look over used cars.Your response was speedy and kind.However, I would like to see more detail process to optimize the steps in advance.After the booking for the test, your continuous guidance would be so appreciated in order to figure out all processes clearly.

Hi Team,I have to be honest, nothing says “we don’t value your custom” more than leaving a message unanswered—especially when your own communication tells me to get in touch if I need anything further. I've also sent this email to the following email address without bounce back or replycustomerservices.volkswagen@lookers.co.ukcustomer.service@lookers.co.ukThis is now my third Volkswagen I’ve owned and had serviced with you at the Walton branch. Across what must be nine services or more, I genuinely cannot recall a single occasion where the car has been returned cleaned, even when I’ve offered to pay for it. There has always been a reason why the washing facilities has been closed.This latest visit, though, was particularly disappointing. I completely accepted that an exterior wash wasn’t possible due to building works, but getting the car back with a dirty steering wheel, greasy fingerprints all over the controls, and a mist of silicone spray across the centre console and screen was not what I expect from a main dealer. Even my interior cloth that was kept in the door was missing.The check-in team were great, as always but this isn’t about them. But the overall experience simply isn’t good enough, and after so many years as a customer, it really does make you question whether your business is genuinely valued.I’d appreciate a proper response on this, and frankly after repeated poor experiences, I think it’s reasonable to expect some form of goodwill gesture having has to have the interior on my car valeted

cust paid a deposit for a vehicle it was supposed to be delivered today however the cust noted that the vehicle had some damage. The branch agreed to repair the vehicle however the cust had a quote to take it else where and the cost would be £300 - 350 depending on the scratch. The dealership advised they would only over the cost upto £200. The cust is not happy as he had already been told the cost would be covered.

Dear Sir/Madam,I am writing to raise a formal complaint regarding the above vehicle, which I purchased through a finance agreement with your company. Since taking possession of the car, I have experienced numerous issues — both cosmetic and mechanical — that demonstrate the vehicle was not of satisfactory quality, not fit for purpose, and did not meet the standard reasonably expected at the point of sale, in breach of the Consumer Rights Act 2015.Given that this vehicle was purchased on finance, you are legally responsible for ensuring it meets the standards set out in the Act. The ongoing and escalating faults, combined with the dealership’s failure to address them appropriately, have caused significant inconvenience, expense, and safety concerns.Below is a detailed timeline of all issues encountered.⸻📅 Timeline of Issues27 April 2025 – Test Drive and Agreement SignedI test drove the vehicle and signed the finance agreement. I was assured that several identified issues would be fully rectified prior to collection, including:• Strong smoke smell inside the vehicle• Nail embedded in the tyre• Visible dents• Broken cup holder⸻12 May 2025 – Vehicle CollectionUpon collecting the vehicle:• The strong smoke smell was still present• The nail remained in the tyre• The cup holder was still brokenThese issues were not addressed despite being promised as part of the sale agreement.⸻19 May 2025 – Mechanical Faults Develop• EPC warning light illuminated in the morning• Later the same day, a Start/Stop system error message appeared⸻26 May 2025 – Attempt to Request Exchange (Within 30-Day Policy)I returned to the dealership to request an exchange under the 30-day/1,000-mile policy due to the faults.• I was told no manager was available due to the bank holiday• I was promised a call the next day• No call was received⸻1 June 2025 – Chasing the DealershipAfter chasing, I was told:• The issues were “resolved”, but the vehicle still required a road test• My request for an exchange would be passed to a manager for confirmation⸻11 June 2025 – Exchange RefusedI received an email stating I could not exchange the vehicle due to the finance agreement in place.⸻20 October 2025 – Major Mechanical Failure (Limp Mode)The vehicle entered limp mode.Lookers stated the earliest available appointment was 17 November 2025, nearly a month later. Due to safety concerns, I sought immediate repair at a local independent garage.⸻13 November 2025 – Independent Repair (£631+)The garage diagnosed and repaired:• Air EVAP/Purge Control Valve sticking open• PCV system oil car seal leakTotal cost: £631+, which I have had to pay personally due to the delays in assessing the vehicle.⸻21 November 2025 – New Serious Gearbox FaultUpon driving the vehicle, it entered gearbox emergency mode, preventing the use of gears 1/3/5/7 and posing a significant safety risk.24 November 2025 - Call made to lookers with no response.I called the dealership at 10am and was told a manager would call be back. I am still awaiting a call back⸻📝 Resolution RequestedGiven the extensive faults, repeated mechanical failures, safety concerns, and the vehicle’s persistent failure to meet satisfactory quality standards, I am requesting one of the following remedies under the Consumer Rights Act 2015:Option A — A free-of-charge repair• Carried out promptly• Completed within a reasonable timeframe• Without causing further significant inconvenienceOROption B — Final Right to Reject the Vehicle• Returning the vehicle• Receiving a refund minus a reasonable usage deductionGiven the severity and recurrence of faults, I believe a rejection is now the most appropriate remedy.⸻⏳ Expected ResponsePlease confirm how you intend to resolve this matter within 14 days, in line with your complaints procedure. Should the issue remain unresolved, I will have no option but to escalate the matter to the Financial Ombudsman Service.I look forward to your prompt response.

We went to view a car at this dealership and when the car came out, it was extremely dirty, very muddy and rubbish was left in the car. Also, the mileage on the car was quite higher than advertised on auto trader, almost 2000 miles difference. Overall the process took a quite a long time and was unprofessional.

Quick response from Luke Sasu

Good morning,I wish to complain about the service I received from your branch in Walton on Thames.I had my vehicle serviced for the first time at this branch on the 19th November.The booking was arranged by phone the week before with no issues.However, I was not told on the telephone about the building works going on at the location. This building work is preventing the washing of cars taking place during their service.I attended on the morning and was met by Stephen Penfold. Stephen made no mention again of the issues regarding the washing of the car.Upon attending later that day to collect the car Stephen again neglected to mention anything. He brought the car around where I did not initially notice the car had not been cleaned. Only upon driving a short while later did I notice the inside had not been washed and then subsequently the outside. I did not have time to return as I had a prior engagement elsewhere.I have been in contact with the branch since, however they can only offer that I return the car again at where they will arrange for it to be cleaned at an offsite car wash.I see the effort there, however for me to arrange dropping off the car another time is far from convenient. I would require arranging transport to and from the garage when without my car and would also be without my car for something that should have been addressed the first time.I suggested I take it to a car wash local to me which is more convenient, but I was told this was not possible.I have attached the email from the manager of the site stating this where he recognises things not convenient for me.I am not satisfied with the service, the communication or the subsequent contact since this. Please can you contact me to advise how this service will be recovered.Thank you

customer has called through as looking to purchase another vehicle but is unable to get a hold of anyone on the phone, has tried calling through to other departments aswell in the hopes of getting put through to sales but no answer there either.

The cust has purchased a vehicle which has been rejected due to the condition of the vehicle. The cust service is shambolic. The cust is unaware as to where they are at as no one returns the calls.