I am writing to complain about the service I have received at Lookers Volvo. I purchased my Volvo Xc40 there in 2023. I was very happy with my experience during the sale and collection of my vehicle and due to this I decided to return to Lookers for servicing etc. This was a departure from my norm as I have used a trusted local garage for over a decade. I had servicing of my Volvo completed in May and was happy with the customer service I received then. On completion of this I was informed that my Volvo Assist policy would be renewed. I had not realised that this would be provided as part of the servicing, as this had not been explained to me previously. I was delighted to learn this as I had thought my Volvo Assist cover ended when my vehicle warranty ended and I had purchased my own breakdown cover, via Autoaid in October 2024 for this reason. I intended then to cancel my Autoaid policy and seek a partial refund. I remain unclear whether I did actually have Volvo assist cover between October 2024 and May 2025.In July 2025 I had an issue starting my car whilst leaving work and a warning signal appeared on screen. I phoned Volvo Assist and to my surprise was told that I did not have an active policy. Thankfully I had forgotten to cancel my Autoaid policy, and I was able to arrange roadside assistance. Unfortunately, the mechanic who attended had no idea about the functioning of my vehicle and no knowledge of the warning light that had appeared. He had no facility to check my vehicle electronically. As a result, he advised vehicle recovery. I then had to wait for a recovery truck, and I was taken to Lookers Volvo in Glasgow at my request as that was where I had purchased my vehicle. This all took quite a few hours and when I arrived at the Lookers garage it was closed. Thankfully some of the night staff helpfully took my vehicle in and one of them kindly gave me a lift home -something I am very grateful for as it would not have been straight forward to travel home from there. This was an example of exceptional customer service but unfortunately this did not remain the case. The next day I spoke to garage staff and had to agree to a £216 charge for diagnostics on my vehicle. I then collected my vehicle on the Saturday, and I remain unclear exactly what was wrong as there was no further repair or charge. I was slightly confused by the communications from there as nothing seemed to have been found as wrong with my vehicle, but I think it was reset in some way or something similar. I acknowledge that this is possibly due to my lack of knowledge about electric vehicles. I enquired about the Volvo Assist policy and was told that I should have an active policy and that it was a problem at Volvo Assist’s end and that I should take the matter up with them. I did so by phone, but they told me there was no problem at their end and that I should return to Lookers to raise the issue again. I did so and eventually staff at Lookers acknowledged that there had been a mistake at their end meaning that my Volvo Assist policy had not been properly registered and that they would rectify this. This did happen and I am now covered but I wish to raise a complaint about this matter with you for several reasons. I fully appreciate that errors can occur, and I am understanding of such an administrative error happening without anyone intending it to. The error is not the only reason for my complaint. It is how this matter was then managed by staff at Lookers that has caused me concern. Initially, Lookers staff denied that the error was made by them, effectively telling me it was nothing to do with them and that I should contact Volvo Assist. This was incorrect and delayed resolution of the problem. I felt dismissed at this point and was left with the impression that Lookers staff had not really investigated the matter but just made an assumption that the fault was not theirs. As I felt aggrieved about the whole matter, I contacted Lookers staff to explain that I felt I should be compensated in some way and I suggested this could be the £56 I had paid for my Autoaid Policy. Communication from this point was slow and unresponsive and I had to chase the matter up on more than one occasion with Liz Coogans and then with Russel Jordan. Mr Jordan enquired as to why I was seeking reimbursement for a policy I had purchased in October. I sent a reply explaining why. Since then, I have received no contact. I sent a further email on 29 September asking for a response and for details of Lookers complaint policy and procedures but again I have received no reply. This has been very disappointing and, in my view, exceptionally poor customer service. There has been no effort to engage with me and listen to my complaint. I have been given the impression that I do not matter as a customer. There has been no recognition of the significance of the error made. The apology I received from Mr Jordan came weeks after the incident and has no sense of being genuine and I consider the tone of his email to me to be quite disparaging. It was only my error, in forgetting to cancel my Autoaid Policy, that meant that I was not left stranded without breakdown cover. The potential for detriment was considerable. In addition to this I have had the same issue with my car again only just this week, which has prompted me to write to you. The same error message appeared – vehicle propulsion system failure – and I was unable to drive my car. On this occasion I contacted Volvo Assist who arrived promptly and were able to address matters at the roadside and told me that my vehicle was safe to drive. The technician was knowledgeable and familiar with my vehicle and the error message. The whole matter took little over an hour to resolve from my call to me driving again. Contrast this to my experience in July when the breakdown of my car took around 4 hours of my time on the day and left me without a vehicle for days. In addition, I had to pay £216 to have my vehicle checked at the garage. Had my Volvo Assist policy been activated properly I would have been able to use the policy in the same way that I did this week when issues were resolved at the roadside without any additional financial outlay. I have no confidence in the staff at Lookers Glasgow now and have had my recent MOT completed at another Volvo Garage.I would appreciate your response to my complaint.

As previous e mail and phone callsOur XC60 seat/key/profiles were working perfectly until Lookers serviced it on 16th July 2025.Operation of this important function is now random.Your 'Tech' Steven's solution of reset to factory setting did not resolve the the issue.His suggestion of a Dealer Factory reset without a sound technical basis will probably waste more of my time.We have wasted hours resetting keys, batteries and profiles.It is unacceptable that a £48,000 car goes to a Volvo Dealer for a scheduled service and is returned in a worse condition.I respectfully request that Lookers Volvo Glasgow consult with Volvo Technical and formulate a structured solution to rectify this issue.

I booked my partners xc40 in for an MOT at 13.00 on the 16th October. I arrived ten minutes before the appointment to get the paperwork completed and was waiting for the vehicle. I was expecting about 75 minutes with the wash, but it took about 200 minutes.As a fleet manager when loading the workshop I would endeavour to have an appointment met and delivered back to the customer promptly. If there is a problem meeting the time I would expect the reception staff to notify the customer. No information was relayed to me apart from the standard email.The service was poor at best and was like it used to be everyone was told to get there vehicle in for 9am and pick it up at 5pm.The other problem is you send out emails for feedback with no link.

From: Robert AngellSent: 17 October 2025 15:46To: F and I ComplaintsSubject: Fwd: No Refund of £100 Refundable DepositExternal Sender: Confirm legitimacy before acting.Hi,I sent this email to the Volvo Lookers in Glasgow a month ago and I have still not got a reply. Can you please look further into this?RegardsRobert---------- Forwarded message ---------From: Robert AngellDate: Thu, 18 Sep 2025 at 13:17Subject: No Refund of £100 Refundable DepositTo:Hi,I am writing an email as I have phoned numerous time to try and get my refundable deposit back but it has been unsuccessful. I have attached a screenshot of the calls and the statement of payment to Volvo Lookers. I have been told that the payment is with the accountancy team and it will arrive shortly, but after a few months of it not arriving I am definitely being mislead. Can I be put in contact with someone that can deal with this situation?ThanksRobert

am writing to formally raise a complaint regarding my Volvo XC90 R-Design AWD Geartronic B6P (300), purchased from your Glasgow Hillington dealership on 29th July 2021. Despite having been serviced within the last 11 months (the last being done in Nov 2024 (46,700 miles listed), the vehicle has suffered a major mechanical failure.Whilst driving on the motorway a red warning light appeared and stated “no engine oil pressure”. There was no amber warning or such like prior to this red warning. I have now been informed that damage has occurred to the engine and a new engine and turbocharger are required. I attach a report from Voltech.While I understand the warranty period has ended, I believe this failure is unacceptable for a premium vehicle of this age and mileage (currently approx. 58,000 miles). Under the Consumer Rights Act 2015, I am entitled to expect that a product is of satisfactory quality, fit for purpose, and durable. A catastrophic failure of this nature suggests the vehicle may not have met these standards at the point of sale.As you will know durability takes into account many different factors like product type, brand reputation, price point and how it is advertised. The vehicle purchased was a premium vehicle which ought to be durable for more than 4 years without requiring such major and expensive repair.The vehicle was professionally serviced 11 months prior to the failure, which included oil being added and replacement of the oil filter. This falls well within Volvo’s recommended service interval of 12 months or 18,000 miles. Despite this, on inspection the oil was found to be thick and black, indicating premature degradation or a possible underlying fault. This further supports my concern that the vehicle was not of satisfactory quality due to a lack of durability.I note Volvo Recall R/2021/360, issued on 18 October 2021, which relates to the turbocharger thrust bearing. The recall notes that the bearing may not be robust enough, potentially leading to turbo failure and reduced engine performance. Given the nature of the failure in my vehicle, I request confirmation of whether the fault may be linked to this known issueI request that you:• Agree to pick up the vehicle. It is currently held by Voltech at 70-72 Rogart St, Glasgow G40 2AA.• Provide me with a courtesy car. We have already spent £600 in rentals to date given the car has been off the road 27th September.• Investigate the fault and provide a full technical report at no cost to me including inspection of the engine and turbocharger.• Offer a resolution, which may include repair, replacement, or partial refund.I am prepared to escalate this matter to the Motor Ombudsman, Trading Standards, or pursue legal action, if necessary, but I hope we can resolve this amicably. Please respond within 5 days of receipt of this letter as per your complaints policy.I have enclosed copies of relevant documents, including:• Proof of purchase• Diagnostic report provided by VoltechThank you for your attention to this matter. I look forward to your prompt response

“Business as usual at Lookers Volvo Glasgow for Angus and Mick”SW02 BJW Volvo XC60 New Oct 2019In May 2021 I was having trouble updating my SatNav. I discussed this with my local Volvo dealer X who supplied the car, and the car went in for the system to be reset.When I went to collect the car I has told (very rudely) that I had caused the problem by using a faulty USB, but they X had repaired the problem FOC, issuing a job card confirming that.This was Cover up mode.Not being up on USBs I could not put up a great argument.When the car went in to X for service in Nov 2021, I had researched USBs.Under pressure from me they inserted their USB which showed that they had not cleared the fault after all. As I had expected.The faulty USB claim was dropped, and instead they claimed the process I had followed was wrong, the handbook in my car was out of date??? and I should have renewed the whole 55GB.The X After Sales MD wrote to me twice confirming the process I had followed was wrong, and that I should have uploaded the whole map 55GB. He was unable to reference any documentation.There then followed a series of Emails between me and Volvo Cust Services, eventually they agreed that Lookers would look at the problem.Angus and Mick quickly realised that this was not a simple USB problem reset, and sought advice from Volvo Technical. This advice cleared the problem, for which I am very grateful. Angus was not permitted to give me a copy of the “confidential” instruction, neither was Volvo.I had earlier referred the case to TMO.Using Freedom of Information I applied to Volvo for a copy of TIE 742862, this showed that the problem was caused by a Technician not logging out properly. Only X had had access to the car.I then applied for the Emails between Volvo and X, these along with other documents showed the local X After Sales Manager had not being truthful on 13 occasions. To me, Volvo, and the TMO. I copied this information to the X GM (The After Sales Manager is no longer with X, could be just a coincidence)All these documents were crucial to me winning my case (Final Decision 19th August 2025,) and clearing my name of false accusations after 4 years.The Final Decision asked that X apologise, and refund me the money I paid Lookers to clear the fault.I received the money only after I had contacted Nicole Shaw MD Volvo GB, she had Oakley contact X. I am still awaiting the apology.I give you all the above to give you an idea of how much this means to me. 4 years - hours on the computer researching - 20 emails to X – 5 to USB companies – over 100 to Volvo over 50 to TMO.So what was “Business as usual at Lookers Volvo Glasgow for Angus and Mick” was very important for me.I ask you now that Lookers Head Office communicate via local management to Angus and Mick my deep felt appreciation for what was to them just Business as UsualThanks very much Bryan Watt.

I find myself extremely disappointed that after over 4 weeks of constant phone calls, left messages & false promises from Lookers Glasgow, that neither yourself, any of your colleagues I have spoken at Lookers Volvo Glasgow or the promised return calls from management have materialised with reference to our deposit still not being returned.This should have been a simple matter to deal with after our deposit was paid on the 1st of September 2025, the finance company let us down in various areas, both my phone call & email to yourself explained that due to sudden changes in life, a new car was at present not a priority & that our saved funds for a car were required immediately to help deal with matters & help get us back on our feet.Since you told me you were just in the process of doing the refund on the 11th of September with funds advised to hit our bank account within 3-5 working days, I have called your branch several times a week every week for over four weeks & have either been informed an email would be sent asking you to deal with it ASAP, the person dealing with the call would themselves contact the finance department to resolve it & call us back that day or that it had been passed onto management who were dealing with it !!!!, so as you can hopefully understand it’s clear nobody has dealt with this matter.I feel that I have been more than patient in allowing time to be given to resolving this matter & would like an immediate answer as to why Lookers have not only constantly passed the book & lied to me, but also been allowed to keep our money to gain interest for themselves, whilst I asked for the deposit to be refunded, as I need the money to help deal with unforeseen problems & was informed it was just happening.We had, up till this recent incident, been more than happy with our customer experience to the point of recommending friends look no further than Lookers Volvo Glasgow in order to successfully purchase their most recent vehicles, despite these recommendations we ourselves no longer have the belief in Lookers any more to return with our business.Please also be informed that this email will be forwarded to the motor ombudsman if this matter is not brought to a satisfactory conclusion within 10 working days, twice the maximum time you advise a refund takes.

bought a car via through the website and when it came to collecting this on tuesday, i seen there as no boot mats that came with the car- however on your website it said that you will provide this.I just want the car boot mats please and that is all.

Good morningWe transferred funds on 30th September 2025, which bank details were verbally confirmed by Ross; I have attached the confirmation. You have had these funds, paid in good faith for 7 days, and we have not had any information regarding the confirmation and collection of the vehicle. Please respond to this as a matter of urgency.RegardsTracey HilditchAccounts Office Supervisor , SpanSet LimitedM:Head Office UK: Telford Way, Middlewich, Cheshire, CW10 0HXT: 01606 737494Like Us? Please leave a review!From: Rob HintonSent: 07 October 2025 09:31To: Tracey HilditchSubject: FW: Chasing Order Confirmation: 11602725 dated 29/09/2025Rob HintonSales and Product Manager , SpanSet LimitedM: 07970 990478Head Office UK: Telford Way, Middlewich, Cheshire, CW10 0HXT: 01606 737494Like Us? Please leave a review!From: Rob HintonSent: 06 October 2025 17:07To: 'Polestarusedglasgow@lookers.co.uk'; 'vehiclecomplaints@lookers.co.uk'Cc: Chloe HampsonSubject: Chasing Order Confirmation: 11602725 dated 29/09/2025I am chasing confirmation of status on reference 11602725 – see attached.Funds were transferred to Lookers and will have clear on Tuesday 30/10/2025.I have received no confirmation of receipt of the funds and no update on the order status.I now find that the order has been removed from the Polestar customer portal.Please can you confirm the status of the order and that the funds have been received.Regards,Rob.

I am chasing confirmation of status on reference 11602725 – see attached.Funds were transferred to Lookers and will have clear on Tuesday 30/10/2025.I have received no confirmation of receipt of the funds and no update on the order status.I now find that the order has been removed from the Polestar customer portal.Please can you confirm the status of the order and that the funds have been received.Regards,Rob.