Dear Russell Jordan,Thank you for your email.I am surprised that further elaboration is required, as the plan administrator (RCA) confirmed that the summary of my formal complaint has already been forwarded to Lookers Glasgow.However, for the avoidance of doubt, I am seeking a refund of the pro-rata balance regarding the following agreement:Plan Name: Maintenance & Repair Plus - Platinum Plus, Agreement Number: LOOK1130521. Vehicle Registration: KP21LMK. Total Premium Paid: £939.00. Effective Start Date: 13/06/2025.My request is based on the following grounds:1. Mis-selling and Lack of Transparency:At the point of sale, it was not clearly explained that a single missed service would render a £939 upfront investment completely void. Under FCA regulations, firms must ensure that the limitations of a financial product are transparent. Had this "all-or-nothing" condition been highlighted, I would not have purchased the plan.2. Product Unfit for Purpose:As the plan is now void due to the missed maintenance, the contract provides zero utility. It is also important to note that I have never made a claim under this plan, meaning no costs have been incurred by the administrator or the dealership to date. Under the Consumer Rights Act 2015, I am entitled to a remedy for a service that is unfit for purpose. Retaining the full £939 premium for a voided service, where no benefit has ever been received, constitutes a clear "failure of consideration."3. FCA Consumer Duty (Fair Value):As a regulated firm, Lookers has a legal obligation to ensure products provide "Fair Value." Charging £939 for a service that cannot be rendered is a clear breach of this duty. RCA has confirmed that they only hold an administration fee and that the full premium remains with your dealership.I would prefer to settle this matter amicably, however, if a satisfactory proposal is not received, I will request a Final Response Letter to escalate this case to the Financial Ombudsman Service (FOS).I look forward to your prompt response.Kind regards,

I Had An "e" Mail and text message to inform me that my Car Was Due An M.O. t. And service on 212/2/26 . I phoned To Book For The Above asked When Test Was Due I Said Expiry was 11/3/26 operator said they could not give date for test but said they could do service on 24/3/26. I asked At this time about a curtesy car but got what seemed a stock anwswer none were avaliable. As I Live Some 30 Miles from hillinton this Was Not The Service I Paid Warranty To Recieve As I Was Advised I May Be Able To Arrange Test Locally.

HiWe have received a complaint from the below customer. They have confirmed that this is about the sale of the warranty plan that they were not made aware of the cancelation process during this. They also reported they came to you for a service and you refused to do this and that you had nothing to do with providing a service for the vehicle.

On Thursday 12th February, my car began displaying multiple warning lights, including an airbag warning. I contacted Volvo Assist and a technician attended. I was advised to take the vehicle into Lookers Glasgow but to wait for a call the following day with instructions. I did not receive this call and had to contact the dealership myself, at which point I was informed there had been no notification regarding my vehicle. I was also told I should not have been advised that it was safe to drive given the warning lights displayed.I am a full-time working mum and specifically chose a Volvo XC90 because of its reliability, safety and 7-seat capacity to accommodate my family’s needs. Since my vehicle has been in your care, I have effectively been left in limbo and provided with a Volvo XC40. While I appreciate being given a courtesy vehicle, it is not comparable to the 7-seater I purchased and rely on regularly. This has caused significant inconvenience to both my work and family commitments.While I understand that arranging a replacement vehicle is not directly the dealership’s responsibility, the overall handling of the situation has been extremely frustrating. I received multiple calls from Enterprise asking when the vehicle would be returned, as they had not received updates from Lookers. This meant I repeatedly had to contact the dealership myself for progress reports. On several occasions, I was given dates when the car would be ready, only for this not to happen.Whilst the vehicle was in, I arranged for a service and MOT. I was advised that four tyres required replacement — three in the red zone and one in the amber zone. I agreed to replace three tyres and made it clear I would arrange the fourth independently, as I could have this done elsewhere at significantly lower cost.On Thursday, I was told the car would be ready Friday and available for collection Saturday. On Friday, I received a call advising it would not be ready due to blocked rainwater filters causing water ingress into the carpet. I appreciated this being identified and agreed to collect on Monday.On Monday, after numerous unanswered calls and promises of call-backs that did not materialise, I eventually spoke to Angus at approximately 5pm. I was advised the ABS light was still showing and required further work before collection, hopefully ready the following day.Today, I received a call advising the car was ready. However, I was informed that four tyres had been fitted — not three as agreed — and that the additional tyre would be added to my bill. I did not authorise this work. While I understand the tyre may have required replacement in due course, I had expressly declined this at the time and planned to arrange this myself elsewhere at significantly lower cost.Furthermore, I took an additional 1 hour and 30 minutes off work to collect the vehicle, only to discover upon entering the car that the ABS warning light was still illuminated. I therefore had to leave the vehicle at the dealership and return using the Enterprise vehicle, meaning I will now need to take further time off work to resolve this matter.I am also struggling to understand how I was advised the vehicle was ready for collection when the ABS warning light was clearly still present. Whoever moved the vehicle to the collection area would have seen this warning displayed on the dashboard. I do not believe this issue suddenly reappeared at the exact moment I entered the vehicle, and this raises serious concerns about the checks carried out prior to advising me it was ready.This entire experience has involved:Lack of communicationRepeated missed call-backsInaccurate completion timelinesUnauthorised work carried outContinued warning lights despite being told the vehicle was readySignificant inconvenience and loss of working timeDisruption to my family due to being without the 7-seater vehicle I specifically purchased for reliability and practicalityI would appreciate a prompt response addressing:Why the fourth tyre was fitted without my authorisation and how this will be rectified.Why I was advised the vehicle was ready when the ABS fault remains unresolved.What checks were carried out prior to notifying me that the vehicle was ready for collection.What steps will be taken to prevent this level of miscommunication in future.Whether any goodwill gesture or compensation will be offered in light of the inconvenience, unauthorised charge and time taken off work.I chose Volvo for reliability and safety, and I am extremely disappointed by the level of service I have received.I look forward to your response and a swift resolution to this matter.

hi i purchased this car CF 72 GWD last day in june25 was told thats you no more bills etc until june 26 when service will be due so 3 days afore xmas up pops the service light couldnt understand as at this time i only owned the car 6 month when i was expecting 1yr free motoring.i visited the volvo garage in hillington around early january 26 and spoke to the lad who sold me the car he couldnt understand it but said he would get back to me few weeks later i got no reply so i decided to contact servicing about this issue they then told me because the car had been serviced 6 month before i got the car then id need to book car in for service at over £350 i was lead to believe when i bought car with 18,000 miles that it would be a year until i needed service not happy about this i feel ive been mislead youd of thought paying 37,000 pounds it would off been serviced just when i purchased it

hi i purchased this car CF 72 GWD last day in june25 was told thats you no more bills etc until june 26 when service will be due so 3 days afore xmas up pops the service light couldnt understand as at this time i only owned the car 6 month when i was expecting 1yr free motoring.i visited the volvo garage in hillington around early january 26 and spoke to the lad who sold me the car he couldnt understand it but said he would get back to me few weeks later i got no reply so i decided to contact servicing about this issue they then told me because the car had been serviced 6 month before i got the car then id need to book car in for service at over £350 i was lead to believe when i bought car with 18,000 miles that it would be a year until i needed service not happy about this i feel ive been mislead youd of thought paying 37,000 pounds it would off been serviced just when i purchased it

This is my second complaint regarding the same concern I had initially which was lack of communication. However, I am now further down the line of an order with no way forward. My faith in your dealership has diminished & I am outraged at the complete lack of empathy & service level I would expect from Volvo. It’s ridiculous that as a customer I am having to contact your salesman for information regarding my order. From the expected delivery date of 05/02 to 19/02 and now potentially the 25/02 is unacceptable. Not once have I been informed of delays. I have taken time to phone your colleague and been fed various excuses of which I buy none.

Complaint Regarding Complimentary Home Charger Offer – Order Placed 21 January 2026 - Order number- 11642678 - car registration OE72GXFI am writing to raise a formal complaint regarding the complimentary home charger offer linked to my recent purchase of a pre-owned Polestar vehicle.On 21 January 2026, I placed an online order for a Polestar 2 (pre-owned) via the Polestar website and paid the £150 deposit. One of the key reasons for placing my order at that time was the advertised Polestar Pre-Owned promotion, which stated that customers ordering a second-hand electric vehicle between 15 January 2026 and 25 January 2026 would receive a complimentary Zaptec home charger (provided the vehicle was collected by the end of February)I have a screenshot clearly showing these terms.My finance application (PCP) was accepted online by Polestar on 21 January 2026. On 23 January, I confirmed in writing that I would collect the vehicle on Thursday 29 January, which I did.The vehicle was located at Lookers / Volvo in Glasgow, and from 23 January onward I was in direct contact with the sales executive, Calum McColgan. He confirmed he would manage the process and explicitly reassured me that I fully qualified for the complimentary charger offer. At no point was I informed of any issue with my order or eligibility.On 25 January, I noticed that my £150 deposit had been refunded. I contacted the sales executive immediately to flag this, but as I had completed everything requested from my side and was not told this was a problem, I reasonably assumed it was part of the standard process. Additionally, on 23 January Calum requested my date of birth for the order form, which further reinforced that the order was progressing normally.Given this timeline, there is clear evidence that:My order was placed within the offer window.The vehicle was collected within the required timeframe.I received repeated verbal assurance from the sales executive that I qualified.I was therefore extremely surprised when Qvanta, the installation provider, informed me that I would need to pay £495 because my order had allegedly been processed outside the promotional dates. This contradicts both the written terms of the offer which specify the order must be placed (not processed) within the window and the assurances I received throughout.I have substantial evidence demonstrating that my order met the promotional criteria, and I have not been provided with a clear or satisfactory explanation from Polestar or Lookers as to why the full offer is being declined.Given the above, I respectfully request that this matter be reviewed and rectified, and that the complimentary home charger be honoured in line with the published promotion and the commitments made to me during the purchase process.I look forward to your prompt response and resolution, as this situation has been very disappointing.Kind regards,Sonia

My Volvo XC90 (KN17 DJD) was purchased from Taggarts Volvo Glasgow.A fault developed with the passenger rear door - the car was brought in for repair in March 2022. It was found the fault was due to the lock seizing. This lock was replaced. See Invoice Document number 14304920. The bill was nearly £200.Sadly, the problem has persisted intermittently since then and seems to be happening more frequently, despite the change of lock. At times the rear door lock fails to engage and the door opens. This has happened whilst I am driving and I often have my kids on the rear seat. Clearly this is dangerous. When I called Lookers, I was informed I would have to pay for diagnostics all over again. Can I ask what can be offered here given the problem should have been rectified by my Volvo dealer? Please also note this is a significant safety concern so it needs to be taken more seriously.

I had put my phone in for a service and I asked them to also fix 2 broke air vent sliding adjusters, front and rear, which had fallen off with general use. The service department have then just used glue to glue the adjuster to the vent. This makes them unusable to adjust the vent. But the biggest issue is that in using glue it has spread over the adjuster and also the touch control panel for my back seat air and heated seats which I can't remove. If they couldn't repair the vent they should have just said they couldn't and left it. I now have a much more significant issue and this reduces the value of my vehicle. I expect resolution of the issue and compensation for the very poor service considering over £600 spent on the service itself.