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.

Put a £250 reserve on an XC60 reg number SH22RZN, didn't buy the vehicle but never got the £250 back either.

Put a £250 reserve on an XC60 reg number SH22RZN, didn't buy the vehicle but never got the £250 back either.

To Whom It May Concern,I am writing to make a formal complaint regarding the substandard and disappointing service we received during the first service of our Volvo XC40 at Lookers Volvo Glasgow on Tuesday, 28th October.Our concerns are as follows:• Upon arrival for our pre-booked service, we were informed that no booking was in the system. This service was booked on 20th October, and we received a confirmation email. Given Volvo’s reputation as a leading global brand and the premium cost of your services, this is simply unacceptable.• The customer service provided by the receptionist, Liz, was also below the standard expected from a premium brand such as Volvo. My main concerns regarding the receptionist’s attitude are:• At no point was an apology offered for the inconvenience; instead, the receptionist repeatedly stated that “it wasn’t her fault”. She has a responsibility to provide an appropriate level of customer service.• The first solution offered was to return home and rebook for another day, as we could not be accommodated. Having made a one-hour round trip with a nine-week-old infant, this was not an acceptable suggestion. There was no initial effort to proactively resolve the issue caused by the failure to honour our booking.• The receptionist’s abrupt and condescending tone made me feel like a burden, rather than a valued customer seeking assistance with a problem not of my making.• Although our car was eventually serviced, this only happened after significant prompting, and I felt the receptionist was obstructive throughout.• I received an email confirming completion of the service and saw the car parked outside; however, the receptionist insisted it had not yet been completed, which was clearly not the case. The reason for this misinformation remains unclear.• Our greatest concern relates to the lack of baby changing facilities. After waiting four hours for the service, our nine-week-old infant required a nappy change. When I enquired about baby changing facilities, I was told there were none and was advised to change him on the sofa in the middle of the public atrium. It is unacceptable that a car showroom specialising in family vehicles does not provide baby changing facilities, and equally concerning that no alternative arrangements were suggested to maintain my son’s dignity, such as access to a more private area.We are extremely dissatisfied with the service received from Volvo, especially given the positive buying experience we had last year. We feel it is important to raise these concerns, as I have never before felt so belittled by a member of service staff, particularly as the situation arose from a ‘lost booking’. We would like an explanation as to why our car was not booked in for its service. I trust that Volvo will take this feedback seriously, as it clearly falls short of the standards you aim to uphold.I would appreciate it if you could respond with details of the actions you will take to address these concerns.Yours faithfully,Dr Robert Reilly and Mrs Alison Reilly

Hope you are well.During the first service for my Volvo (approx. 1 year old), I was informed that both rear tyres (245/45 R20 103V) are damaged — one punctured and one non-repairable.Given the vehicle’s age and normal usage, I find it disappointing that such issues have occurred so early. I’d like to understand whether this could be related to tyre quality or a known issue, and what support Retailer can offer regarding replacement under goodwill or warranty or report about tyre quality.Thanks & RegardsSai Chandu A+44-7404744348