Dear Compaints department,I am writing to lodge a formal complaint against Lookers Volvo Glasgow and the servicing team there.My XC60 (SH72 XBN) has had recurring battery/electronics issues for the past 6 months. Starting in the summer where the car showed a 12V critical battery warning and was recharge by Volvo Assist at the roadside and then checked by Lookers Hillington Servicing team and recharged again.At the beginning of December my car started having several issues including; alarm sounding, unable to use the app, going in to limp mode, unable to unlock the car completely resulting in entering the vehicle via the boot and finally showing 12V critical battery failure. This resulted in calling Volvo Assist on Friday 5th December and they sent out roadside assistance, who stated the vehicle should be recovered to Lookers Hillington. The roadside assistance had two major concerns about the vehicle.1. The car went into limp mode that rectified after switching it off and back on again. They said this couldn’t happen if the battery had dropped too low.2. The car would not open using the car key but once we had gained access, we were able to start the engine on first attempt. But it took 3 attempts to unlock the doors from the inside. Again Volvo Assist highlighted that it would not be a battery issue as the engine would not have been able to start if not enough power to open the doors.I spoke to the service team at Lookers Hillington on Monday 8th December to ask for an update on the vehicle. They said the car was not a priority as it was a recovery they were ‘very busy’. A week went past and I phoned and they said they were aware the warranty was going to expire soon (21st Dec) and they would make sure to look at it.The next day I received a report to say they had charged the battery and the car was fine. I requested to speak to the service manager (Russel Angus) and he phoned me back.I explained I was concerned that it was something further than a battery issue considering it had a number of ‘electrical’ problems over a number of days (as detailed above).Russel explained the battery had been drained due to the radio being used when engine had been switched off. He said that the data from the car reflected this and put a lot of emphasis on this being my fault.He assured me that if there was a bigger problem with the car he would replace the battery even though I tried to explain the other electrical issues again.I then collected the car on Wednesday 17th December.Then four days later (Sunday 21st Dec) while driving a short distance with my two young children in the back of the car, another red warning light appeared saying ‘BRAKE FAILURE, STOP SAFELY’. The previous day we had driven a long distance up Dunkeld to visit family.Again I had to call Volvo Assist and they recovered the vehicle to Lookers Hillington (this was the final day of the warranty).Again I phoned Lookers (Mon 22nd Dec) for an update, requesting to speak to the service manager who was off on holiday and therefore spoke to a supervisor (unsure of his name). He advised that the branch was ‘very busy’ and that my car may not be looked at until January.Then on Monday 29th December I received a report stating the car required a new battery and that this would not be covered under the warranty. I immediately phoned to speak to a manger and was obviously very upset and concerned at a huge cost implication. The female I spoke to (name unknown) was extremely rude and condescending saying that the issue was due to me running the radio and therefore it was my fault and not covered by the warranty. I highlighted that this was something more than a battery issue and that I wanted a manager to phone me to discuss further.Again Russel Angus called and was very direct about the battery problem being linked to me running the radio. I disagreed that this issue could have happened in the space of four days (with a long drive and not once running the radio) and raised the electrical issues again. He agreed to contact Volvo to authorise the work to be covered under warranty and they agreed.In the middle of this situation I also received a call from Enterprise saying I owed £500 for my hire vehicle. Again very upsetting but was later covered by Volvo.I then went to collect the car on Tuesday 30th December and discussed with Russel in person that I wanted to lodge a complaint. He brushed this off with several excuses including the servicing team being overwhelmed and even commenting that Volvo Assist should stop sending them vehicles. This did not fill me with confidence that they had spent the appropriate time investigating the issue with my car. I felt he was not taking my complaint seriously so I ended the conversation and asked to be taken to my vehicle.Unfortunately when I started the engine there were several red warning lights including brake failure and 12V battery failure. Russel again brushed this off and said that there must have been a faulty part fitted by his team. He assured me the car would be fixed in 24hours and returned.The next day (Wed 31st Dec) Russel called and began the conversation asking ‘Are you in a good mood Mrs Gauld?’ And proceed to tell me the car was broken and had CEM module failure. This is a critical component and highly dangerous if left unfixed due to the various electrical functions it controls.This proves that Volvo assist’s roadside diagnosis and my own instinct that there was an underlying electrical issue was correct.My main complaint therefore is being completely undermined and ignored for a valid rationale. I am holding Lookers Hillington responsible for releasing a dangerous car twice!The first time I travelled with my two young children on a significant journey.The second time, let's be thankful the warning lights appeared when the car was still in Lookers Hillington courtyard…I await your response before taking any further action.

My car (SH72 NVZ) was recovered on 24th December at 11am. I was provided with a rental car at 4pm on the same day. Yesterday 29th, I called Lookers Glasgow 4 times throughout the and was told someone would call me back. No one ever did but I eventually managed to speak to someone at 3.45pm, I’d been told my car rental expired at 4pm that day. At that point I was told no one had looked at my car and they didn’t know when anyone would be free to look at it in the coming days. I explained that this is my only car and I have a 5-month old baby so would appreciate if the hire car could be extended. I was told it was extended until 4pm on the 30th but no extension beyond that is possible because my warranty ended on 6th December. I spoke to both Volvo customer services and Volvo assist who said that it should be extended as a goodwill gesture given the situation.I called the dealership this morning, 30th, and was told explicitly that there would be no further extension. I asked about the goodwill gesture and was told “I can put through the request but I can tell you Lookers won’t be paying for it” despite the same person telling me yesterday they have no authority to make that decision.

Made an appointment to see a Volvo XC40 under the Motability Scheme and met Ryan who was very friendly and informative. The experience of ordering a new car was very good and easy thanks Ryan and Lookers

I purchased an ex-demonstrator Volvo v90 from Lookers in Glasgow on 21st November and having paid, I returned to collect it on 24th November. During the handover I was told that they could not locate the second key, which might have been with a staff member who was off sick, but this would’ve located and provided ASAP.I proceeded on this basis and drove the car home. Shortly after leaving the dealership the tyre pressure warning light came on. I checked at home and found one tyre with low pressure, I pumped it up and reset the system, but within a few days it came on again 40 miles from home. I took it in to kwik fit and was told there were two nails in the tyre and it was not repairable, leaving me with little choice but to purchase a £300 replacement.I have emailed Thomas who sold me the car on six occasions now trying to get the second key, which is required to register the car with the Volvo app to use features such as timed charging to fit in with my EV tariff, however I still do not have the spare key nearly four weeks after collecting the car.

EGood AfternoonI am writing to formally complain about the repairs to my Volvo XC60 following its recovery to your Volvo Hillington, Glasgow Branch.Several matters have come to light which have left me disappointed in the standard of service I have received and the way this matter has been managed by the dealership.My vehicle broke down on 10th September and was subsequently recovered to Volvo Glasgow on the 12th September. Initially, when the car was recovered, I was advised that it would be examined on Monday, 15th. However, Monday came and went, and I was told that it had not been examined and would be Tuesday or Wednesday. Again, when I called Wednesday, it had not been examined and would be the end of the week. On Thursday, 18th, I was called and advised that the vehicle had been checked over by a mechanic and diagnosed as a failure of the spark plug number two, and the centre electrode had broken off, which was causing a misfire. I was advised that the vehicle would be ready for collection on 19th September.On the 19th, I arrived at the dealership and queried the repairs and if the part that broke off had been recovered. I was advised that it had not and to “take it easy”. I was also advised that the engine had been boroscoped but caused no issues of concern, and the only costs incurred would be the £200 for the spark plug kit, which had been replaced. I got into my vehicle to proceed home however, within less than half a mile of leaving the dealership, the engine management light reappeared, necessitating the vehicle’s return to the dealership.Upon my return to the dealership, I further enquired about the work carried out and whether the vehicle had been test-driven following the repair. I was assured that it had. The vehicle’s mileage at the time of the breakdown was 64,003.The vehicle tracker indicates it completed one test drive on Thursday, 18th, at a distance of 2.5 miles. There were also two drives at 0.1 miles, so a total of 2.7 miles was covered on Thursday. It then covered 0.2 miles on Friday morning and 1.7 miles when I collected the car, which subsequently went into limp mode. This distance was necessary due to the one-way system at Hillington on my return to the dealership.Upon returning the vehicle to the dealership, the mileage was 64,007. Therefore, I fail to see any other test drive except the one completed on Thursday and the drive I conducted on Friday. When was another test drive conducted following repairs to verify the fault had been correctly identified? I have been assured by several individuals at the dealership that a test drive did take place, but I remain sceptical, and the evidence I have supports this. I am sure you will have alternative evidence to support this.Various factors affected this, but it was not until the week commencing the 27th of October that the head was finally removed, and it was discovered that debris from the failed spark plug had passed through the piston rings, causing internal damage and requiring a new piston. I was initially informed that the cost of this substantial repair would be my responsibility.After some investigation by both myself and the dealership, it became apparent that the spark plugs were last replaced at Volvo Maidenhead in 2022 when the vehicle’s mileage was 25,987. I am led to believe Volvo’s own maintenance schedule recommends replacement every 36,000 miles, meaning they should next have been changed at 61,987 miles. The failure of the spark plug occurred at 64,003 miles.This raises an important question regarding why the spark plugs were not replaced in accordance with Volvo’s manufacturer recommendations. The vehicle underwent a service at Volvo Glasgow in February this year at 57,500 miles, a point at which it would have been both logical and prudent to carry out the replacement, particularly given the limited mileage remaining. I was advised by the dealership that Volvo instructed them not to change the spark plugs at that time, despite the vehicle being under a Volvo Selekt service plan. I have raised this matter with Volvo to understand why the replacement was not carried out.My vehicle has now been returned after being at the dealership for a total of 11 weeks. While I appreciate the courtesy car provided on week seven, I incurred personal costs for alternative transport while continuing to pay tax and insurance on a vehicle I could not use. I am also still £200 out of pocket for replacing the spark plugs, which I am led to believe would have been covered under the service plan. The dealership now refuses to refund this cost after advising me they would. I was offered a goodwill gesture of a free MOT, which unfortunately does not cover the costs I have incurred and the time over the last 11 weeks calling the dealership.The entire experience has been disappointing. Callbacks promised when requesting an update have never materialised. I was also promised repairs to the vehicle with timelines that have never been met. To add insult to injury, when I collected my car on Wednesday, there was a piece of plastic trim lying in the passenger seat. I had to return to the dealership to ask where it was from and if the expectation is that I should put it back in place. It was from the fuse box, and fortunately, the garage was able to reinstate it. This demonstrates a disregard for delivering high levels of customer service. I am still awaiting a call from the service manager that I was promised on Wednesday.I trust you will appreciate the considerable inconvenience this has caused and hope that this correspondence prompts a review of the processes that led to this avoidable situation and the unsatisfactory handling that followed. I believe this situation was avoidable had the spark plugs been changed at the intervals they were due to be replaced as required by the manufacturer.Kind regards,Jonathan Irvine

I am writing to express my concerns regarding my XC60 (S60 APS), which has been brought to Lookers Volvo, Hillington on three or four occasions due to ongoing issues with the entertainment/computer system. Despite these visits, the problems persist.The most consistent issue is that the audio from YouTube starts playing while driving. The audio is not clear and sounds like it has interference, which, as you’ll be aware, should not be possible. Additionally, we have experienced the following issues on more than one occasion:- All audio in the car ceases to work, including indicators and the entertainment system.- The volume on the entertainment system becomes stuck for extended periods.- All screens fail to work for extended periods.- The car would not start for 30 minutes.- The entertainment system changes to radio stations we have never listened to before.- We are continually having to reset phone Bluetooth connections.These issues have persisted since purchasing the vehicle, and I really do not feel that enough has been done to get to the root of the problem, let alone resolve it. During each visit, I am told that the entertainment system has been reset and that the issue is fixed, but clearly, this is not the case.I would appreciate it if you could look into this matter further and provide a more permanent solution. Thank you for your attention to this matter.

On service an oil leak was identified . Car still under 24 month Volvo selekt warranty but informed I would have to pay for exploratory work - over £1000 as the warranty was a3rd party . I contacted car Care the warranty company who informed me that exploratory work should be covered. This has causes a delay in resolving the issue with the car as i don’t now trust Lookers Glasgow and believe all the work should be covered by the warranty

I had my car serviced last week and looking over it at the weekend it looks like the oil filler cap hasn’t been opened or the oil filter changed.The oil filler cap still has dirt and dust in it and the area around it doesn’t have any marks and the oil filter doesn’t have any marks on it only an old coating of oil

We recently bought a new car (XC60 Black 2026 Edition) from Glasgow. Superb service throughout especially from Calum, nothing was too much trouble and he overcame a few obstacles with tenacity in order to keep his customers happy. Calum was very easy to deal with, engaging and good fun. He also is clearly making a great start to his career at Volvo and showed good technical knowledge and willingness to go the extra mile. Well done to all and especially to Calum

On 10 September 2025 I booked a Waiting Appointment for a service and first MOT on 2 October 2025 (today). A Waiting Appointment is not well defined and says only“ Please arrive 15 minutes before your agreed waiting time. On arrival, your designated service advisor will advise the exact length of time your vehicle will be with us in order for the required work to be completed”. All I had to go on was the fact that my two previous services of this type had lasted approximately two hours and I think that was a reasonable expectation for this service. I turned up ½ an hour before the scheduled appointment start. In the event the gentleman at service reception said it would take 2 – 3 hours and when I said “Oh” he said that was because this was a big service. So be it, that would have to do, not a big problem.In the event, it took over 5 hours (9.30 am – 2.40 pm). Much of this time my car was parked outside – I could see this from the seating area. Perhaps I was not in the queue. It most certainly did not take 5 ½ hours to do the work. Several approaches to the Service Desk elicited responses such as “waiting for paperwork”. Little comfort as I sat, by now alone, in the draughty waiting area.This is an appalling level of customer service and expectation management and reflects badly on the Volvo and Lookers brands.In fact he said 3 - 4 hours which on a reasonable costomer service interpretation should mean nearer 3 hours.A further update.My dashcam unit cannot be seen from the driver’s seat because of the rear view mirror, as recommended.Yesterday I went to the passenger seat to do some routine maintenance to the dashcam only to find that both the rear dashcam and the power supply had been disconnected from the main unit. Fortunately there was no need for any recordings since I collected the car. I have reconnected.So as not to be seen as just negative, I would report that the car is running beautifully.After a month I have not heard a thing from Lookers complaints people. I have to judge it not fit for purpose.Can anyone at Hillington make a response? That needn’t take more than a few minutes I reckon.