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.

Dear On Lookers Customer Service Team,I hope this message finds you well.Despite several exchanges with Mr. Russell Jordan (Service Manager), I remain dissatisfied with both the service provided and the subsequent handling of my concerns. I would therefore like this matter to be reviewed by the Lookers Group Customer Service team.Please see attached my formal complaint letter along with email correspondence with Mr. Jordan and a summary of the events for your review.As Lookers Glasgow Volvo is an authorised Volvo dealership, I have also copied Volvo UK Customer Relations to ensure transparency and oversight in the handling of this matter.I would be grateful if you could confirm receipt of this email and advise on the next steps in your complaints process.Thank you for your time and attention. I look forward to your response.Kind regards,Malvern ChikanyaDear Lookers Customer Service Team,I am writing to formally escalate an unresolved complaint regarding the recent service carried out on my vehicle at Lookers Glasgow Volvo on 22 September 2025.Despite several exchanges with Mr. Russell Jordan (Service Manager), I remain dissatisfied with both the service provided and the subsequent handling of my concerns. I would therefore like this matter to be reviewed by the Lookers Group Customer Service team. Please see attached email correspondences with Russel Jordan and a summary below.Summary of Events1.Service Booking and MiscommunicationoWhen booking the service, I inadvertently misread the vehicle’s mileage using the TM function and advised that a service was due.oBased on this, I was quoted for and booked a major service.oUpon collection, the vehicle’s mileage clearly showed it had only covered just over 3,000 miles since its last major service in August 2023, as confirmed by the stamped service history book.oThis means the vehicle did not meet the mileage or time threshold for a major service (normally every 2 years or 20,000 miles).2.Failure to Verify Service HistoryoAlthough I accept my error in initially misreading the mileage, I had informed the booking agent that the car had a major service in August.oThe garage relied solely on the Volvo digital record (which did not include the non-Volvo service) without reconciling it against the physical service book.oAs a professional Volvo dealer, I expected the team to verify the service history before proceeding with unnecessary work or at least make a courtesy call to clarify. This did not happen.3.Disputed Justification for WorkoMr. Jordan stated that the Volvo system dictated a major service because the last recorded service on their digital platform was a minor one (Dec 2022).oHowever, this fails to consider the intervening major service documented in the vehicle’s manual service history.oThis omission resulted in avoidable and unnecessary costs totalling £652.4.Service Quality ConcernsoAuto Start/Stop Function: This feature remains unreliable. I expected a thorough diagnostic or report, particularly since this could relate to the battery or alternator—both of which should be checked during a major service.oWiper Blades: Despite being visibly worn, the inspection report marked them as “OK”. When queried, I was told they were “dirty” and should be cleaned—an unhelpful and dismissive response.oVehicle Wash: The vehicle was not cleaned after servicing, contrary to what I expected as part of a major service package.5.Response from the DealershipoWhile Mr. Jordan offered a complimentary wiper replacement and wash, he refused a refund, asserting that I had authorised the work.oI maintain that this authorisation was based on incomplete information and a failure by the dealership to verify the true service requirements.Resolution SoughtI am requesting that Lookers Group:•Conduct an independent review of the service booking and history verification process at Lookers Glasgow Volvo.•Provide a fair refund or partial reimbursement to reflect the unnecessary major service carried out prematurely.•Confirm what quality assurance measures will be put in place to prevent similar oversights for other customers.I have retained copies of all email correspondence and can provide a copy of the stamped service book as evidence if required.I trust that Lookers will review this matter fairly and respond in line with your complaints policy. I would appreciate a written response within 14 days.Kind regards, Malvern Chikanya

I recently took my Polestar 2 OV72 EZO into Lookers Volvo in Glasgow to have it's MOT test and I asked for a couple of things to be looked at whilst it was in. At the time of booking I asked for the earliest date as I knew as the MOT was due it was close to the warranty expiring, the agent I spoke with in the booking centre (Chris 08.09.2025 14.19) advise me that it would be fine as it was reported before the expiry date and it was due to the branch being busy that it couldn't come in earlier.The car went in and I pointed out the things to be checked, one was the ongoing infotainment system, the other was a knocking noise from the front o/s, on collection of the car I was informed that the knocking noise was no fault found, which was fine as the noise had gone a week before, the infotainment system would indeed need a software update and would cost me £200, bearing in mind I first reported this issue in Sept 2024 when it was in for the recall on this same thing. I was then informed that it has a leak from the N/S/R shock absorber which now has a leak (reported to branch Sept 2024) but previously I was informed this wasn't leaking, In order to replace this, it would be £500.I asked would these not be covered by warrant as both had been reported whilst the car was under its manufacturer warrant, to which Liz said no the warranty has expired. I was then informed that I've never had the car serviced so goodwill wouldn't be accepted. I booked the car in to be serviced Sept 2024, and the service was not carried out (again Lookers Volvo Glasgow) as they claim it was serviced by Arnold Clark when I bought the car (screenshot from AC app). I know this was not the case as I know the people at Arnold Clark personally and we even had this discussion that I would wait till it had done its 20,000 miles and tend to it then. The service was to be provided by Polestar FOC as it was it's first service.I have attached the supporting documents for you to view. I have called the branch 3 times in the last week and still neither Liz or Angus has called me back to discuss how I can resolve this. I use this car for work and it's critical to what I do and now whilst on the road (I cover the UK) I'm having issues getting it to charge. I would appreciate if someone to please pick this up and help me resolve these issues.

Came into the showroom at 10.20 and told the receptionist that I was in to buy an XC90 model. She said a salesperson would be right with me. 30 minutes later, having not been approached by anyone, I felt ignored and frustrated as I could see several salespeople sitting at their desks in front of their laptop, and so I left.