I am writing to lodge a formal complaint regarding the recent warranty repair work carried out on my vehicle, a 2019 VW Golf , registration MD19 ZPM, which was returned to me on 19th June.The vehicle was poorly handled, and the subsequent repair was not carried out with reasonable care and skill, directly resulting in a major component failure on my very first drive.Timeline of Events and Service FailuresThe communication throughout this process has been entirely unacceptable; I was rarely given the updates I was promised and was forced to chase your team every single time. Furthermore, the car has been out of service for a total of 16 days, and I have lost 6 hours of working time dealing with these repeated failures.28th Jan: Initial diagnostic booking. Blocked heater matrix confirmed and warranty repair approved.12th - 13th Feb: First repair attempt (unsuccessful).19th - 22nd May: Second repair attempt (unsuccessful).15th - 19th June: Third attempt/Repair carried out.Upon collecting the vehicle on 19th June, I noted several immediate issues:The coolant was overfilled. (Evidence available)There were severe coolant stains all over the engine bay and under-bonnet insulation. (Evidence available)The car was returned with 0 miles of fuel range, despite being dropped off with at least a quarter of a tank. (Evidence available)There was a noticeable loss of boost pressure during the drive home.On 20th June I inspected the engine bay and discovered that the intercooler intake hose clip had been left completely unscrewed and incorrectly installed causing it to detach. (Evidence available)Incident on 21st June (Component Failure)On my first proper drive after collection (under 5 miles), the check coolant warning light came on (Evidence available). I made an immediate safe stop within 10 metres.Upon inspection, the expansion tank was entirely empty, and coolant was actively leaking down the bulkhead behind the engine (Evidence available). I was forced to call VW Recovery. The recovery mechanic refilled the system, conducted a roadside diagnostic, and confirmed that the heater matrix pipe had been incorrectly installed by your workshop (Recovery report attached). The mechanic made a best-effort temporary fix so the vehicle could be driven the remaining short distance (< 5 miles) home.Liability and Required ActionsUnder the Consumer Rights Act, services must be carried out with reasonable care and skill. Your garage is fully liable for the substandard repair and any consequential mechanical damage caused by the sudden loss of coolant and the improperly secured turbo/intercooler components.To resolve this matter, I require you to arrange the following immediately:Vehicle Recovery: Arrange for the car to be recovered from my home address at your expense. Arrange for a courtesy car for the duration of the repairs.Full Repair Audit: Re-check all work carried out during this repair to ensure every hose, clip, and component is securely and correctly installed.Diagnose and Fix Issues Caused By Loss Of Coolant: Investigate if the loss of coolant caused any damage i.e. overheating damage and rectify.Diagnose and Fix Boost Issue: Investigate and rectify the new low power/loss of boost issue (linked to the unfastened intercooler intake hose clip left by your mechanic).Engine Bay Detail: Fully clean the engine bay and under-bonnet insulation to remove all coolant stains and residue.Fuel Reimbursement and compensation: Replenish the quarter tank of fuel that was used while the car was in your care. This situation caused by your mechanic's carelessness has led to significant disruption to my schedule, and the breakdown in particular should never have happened. I believe compensation beyond resolving the issues your garage has caused is reasonable and I will await a suggestion from your end on a fair amount.

I had a full service at the end of March and it returned a clean bill of health. I thought this was strange as the year before I’d had my brake pads and tyres flagged amber. I raised this and was told these checks are subjective and a different engineer can make different conclusions. Tyre health should not be subjective. 4 weeks later my car failed its first MOT because the tyres were cracked. This should have been picked up in any half decent service.

Hi, I'm having a problem with my infotainment dashboard thing constantly rebooting. I couldn't find an option for anything like that on the website when I booked. And so I booked a service. When I got there, I was told you can't do a service because you need the infotainment system to work, because you need to look at the sat nav. It's absolutely maddening, because it's a nightmare to drive. It's constantly rebooting, even if someone could have just helped and turned it off. As it is, I've just wasted a bunch of time, and I'm back to square one now. I've just looked at the Battersea website, and you can book a service or you can call sales or parts, and it's just such a terrible experience.

Although costly great service ! Thank you.Sent from my iPad

To: Lookers’ Central Customer Experience & Complaints TeamRe: Job No 144182 for 2018 Volkswagen Up 1.0L, Reg. PK18 VTF, Service/Mot on 20/03/2026As I was aware that your standard procedure was to replace the brake discs on a vehicle whenever new brake pads were fitted I requested that I did not want the discs on my VW Up replaced unless they were worn below the limit required by the MOT regulations as the mileage on the car was only 20,000, I am driving under 3,000 miles per year and this was the first change of brake pads.I requested that you returned the brake discs from the vehicle after being told they had to be replaced, only to find that they would have lasted me for up to another 2 years. This was a repeat of my experience some years ago when my previous car, a VW Polo had the front discs unnecessarily replaced by Lookers then based at Morden in Surrey. They stated that as they didn’t want their mistake to be reported on social media, they would refund the total cost of the MOT and Annual Service as compensation, which they did!One of your managers called me back on this current matter saying he took this seriously and would get back to me last week. I have heard nothing since so please be aware that if I do not receive £100.00 in compensation within the next two weeks, I will proceed with a small claims court action claiming £150.00 from Lookers Volkswagen Wimbledon.Ray Bicker.--Ray Bicker

Good evening,I am choosing not to make this a public review, however, I feel it is important you know the condition our car was left our most recent service. We paid a substantial sum to have the clutch replaced, only to be left with a car that went into total power failure. According to the AA service person following your service the connections to the battery was not reattached properly. Consequently, without notice we were left without power in the car.I appreciate the power of a bad review, hence this email. But we are very disappointed we were left in such a dangerous situation following a service with our company.Your sincerely,Mary-Lou Cowdy

Re. Happy to Help booking confirmation emails. The email confirming the booking does not include any details about the type of checks/repairs/services that have been booked, or the cost of what has been booked. This is really unhelpful, usually when something is booked or ordered the confirmation email includes ALL the relevant details including price. Not simply the date, time, location (if relevant) and reference number. Whilst I'm aware that nearer the time of the appointment another email is sent in order to check-in the vehicle, this is different and again that email doesn't contain the details. You need much more transparency in your communications, providing customers with all the relevant details at the start of the process.

I’ve been waiting for months for a part to come in. I was told it came in so I booked an appointment and took time off work to take my car in. Later that day I received a call to tell me that they didn’t have the part and I should get my car back. Not sure you want that on google or trustpilot do you?

I have, twice raised a genuine question about why my vehicle was returned with a sticky fuel cap. No reply which is poor. I now question if the car even got the service?I also don't understand why I have to bring it back for other things so soon after it's first service? Could they no have been done at the time....or delayed the first visit?

cust had the car go in for mot and service. 2 days the vehicle was with you. The cust got the vehicle back and it now has a warning for having to much oil on the dash, dead key and no warning for this. The key was working before it went in the garage. The cust has requested all the info we have for him and I have asked that GDPR send all this out for him.