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.

Have been a customer for 8 years since vehicle was new. Until now service has been very good and there was a very helpful woman we dealt with.I popped in this week to ask for a small vibration / rattle to be investigated. I was told they could not help until January and there are other branches. Given how competitive the sales environment is I thought you’d like to know. What tipped me to complain is the complete lack of welcome or empathy. The first gentleman I I spoke to remained expressionless throughout and offered no smile, welcome or any sense of me being a customer. Then I think Daniel Stuart spoke with me and l’m sorry to say was not much better - it very much felt like I was causing extra work.Now I’m left with a car which my wife drives and our closest garage can’t help at all until January - surely that is not what you’d expect service wise. Please help.

All was good.Thank YouMr.S.Anderson

My vehicle was routinely serviced on Monday 22nd September 2025 at Lookers Wimbledon. The engine fault light was showing and diagnostics showed a glow plug fault. The glow plug was replaced and the fault light cleared. Four days later the fault light returned. I contacted your service department and was offered 6th November for this to be looked at and was told my car cannot be collected due to the fault! I made the booking but decided over a month running with a fault showing was too long. As a long standing and loyal customer I am very disappointed with the lack of flexibility shown by Lookers. I have booked into a local VW specialist next week for diagnostics.

I can provide photos of the damage. It looks as though something heavy was dropped on the lip of the rear boot area breaking ths surface. I have the car booked in for a service on 8th October and if this is how you treat vehicles I am considering whether to cancel this book8ng..