I spoke to Ian regarding the delivery of my EX 40 which was supposed to be delivered to me today. I was told that a form would be emailed to me, which I needed to print, sign, scan and return. No form had arrived a couple of hours later, so I phoned and spoke to adam who said he thought they were waiting to hear back from the underwriters. I asked him to confirm that Ian Wood either send me the form by email or call me before 6:30 pm today, and confirm that would be no problem. I haven’t had an email, and I haven’t had a call. I need to make sure that I take delivery of the car tomorrow, which is already a day late.

Excellent and knowledgeable. Good to deal with and professional.

Dear Customer Relations Team,I am writing to raise a formal complaint regarding a service booking for my Volvo XC40 and to request confirmation that a relevant call recording is retained.In early January 2026 I contacted your service team to arrange a booking for three issues:• Repair of the centre ICE screen• Repair/calibration of the windscreen radar unit behind the windscreen• Investigation of a rattling front speakerDuring that initial call I was given a booking date in early March. I later contacted the service team again in mid-January to ensure that a courtesy car had been added to the booking.However, when I called again at the end of February to confirm the appointment and courtesy vehicle, I was informed that no booking had ever been created, despite the earlier discussions. As a result, the original advisor I spoke with appears not to have logged the appointment at all.I then spoke with Ryan on 28 February 2026, who confirmed he would contact the garage to see whether the original early-March appointment could still be honoured. Unfortunately I received no update and had to chase again on 9 March, at which point I was told the garage had still not responded. In the meantime a new appointment has been made for mid-April, which is significantly later than originally arranged.This situation is frustrating as the delay is due to an administrative error rather than availability when the booking was first made.Ryan advised that I should contact the complaints team to request confirmation that the original January call recording is retained, as this should demonstrate that the booking was discussed and arranged at that time.Therefore I would be grateful if you could:1. Confirm that the call recording from my initial January booking call is preserved and available for review.2. Investigate why the appointment was not logged by the advisor at the time.3. Confirm whether anything can be done to bring the appointment forward given the delay caused by this error.I would appreciate acknowledgement of this complaint and confirmation that the relevant call recording has been retained.Kind regards,James

Very helpful and accommodating staff

Apologies for the scattergun nature of this email but, as will become clear in the chronology below, I have tried to make a complaint with Tusker (who I think have been principally responsible for the problems I have experienced) and found it near-impossible to get anyone to pay attention. I have included Lookers as I mention you below and thought you should be aware of the issues.Having owned my own vehicles for many years, I decided to use the Sopra Steria company scheme in June 2023 and chose to drive a Volvo XC60 PHEV, leased through Tusker. My experience, prior to the issue below, has been … I’d say “okay”. I am surprised at the lead time necessary to get cars booked in for basic services, but otherwise have had no major issues. However…• On around 26th January 2026, my car developed a fault where the heater stopped working. I first noticed this on a longer-than-usual trip on a cold morning on 29th Jan.• The car was due to be serviced through a home visit on 6th February. I tried to contact Tusker in advance of this but could not get through. I did, however, manage to text the engineer (Stewart – excellent) who was coming, to explain the problem• The engineer serviced the car and took a look at the aircon. His diagnosis was that the heating element which was battery operated had failed – but, fortunately, he told me that if I ran the car from the petrol engine then that used a different heating system and would work. I have been running the car off petrol ever since.• Following this visit, I tried to book the car in via Tusker to have it repaired. The earliest date that Tusker could apparently book it in was 16th February (first attachment, which makes it clear that heating is a problem), at Lookers, Stockport. This is a journey of over an hour (each way) in the rush hour.o I considered waiting even longer for a courtesy car to be available but was given a date in March for this, so decided to work in Stockport for the day• I turned up at Lookers on 16th February and was told that the vehicle was, in fact, booked in for Wednesday 18th. When I showed the member of staff (Ruby – to be clear. this is absolutely not a complaint about her) the Tusker booking on my phone, she said something along the lines of “Oh, they are always doing this”.• I was offered the chance to make the same round trip on the Wednesday but could not do so.• I spent an hour the following day trying to find somebody at Tusker that was prepared to treat this issue as a complaint. An apology at the time would have been nice … but, having been passed around approximately six people on the “Customer Service” [sic] contact number, I gave up and accepted that I was going to have to make another trip to spend a day in Stockport.• The next possible date was 2nd March (second attachment – the issue still looks pretty clear). Again, no courtesy car• I went along to Lookers today and handed over the keys at 9am. I was told that the last collection was at 5pm but it would be done earlier if possible, and the garage would call me.• Having heard nothing, I returned at 4.15, just as the team was ringing me to ask whether I could leave the car overnight because a part was needed• When I looked at the repair sheet, it seems that somebody has diagnosed the car as needing an HVCH – which I was told was a “High Voltage … Heater”• I said that I knew that – the service engineer had told me and it says it on both of the attached appointments. However, I was told that;o Lookers don’t carry that part; ando Because it is a warranty repair (no concern of mine), “Volvo require all sorts of evidence and photographs” before they will ship it• As I couldn’t leave the car overnight, apparently the next available repair slot is first thing on 16th March (which surprises me, given that it could have been done tomorrow)• I can’t do 16th but have agreed to book the car in on 17th March … almost 2 months after a heating issue arose in January. And six weeks since the problem was accurately diagnosed by the engineer who serviced the car.One of the reasons I went for the Tusker scheme was trouble-free motoring. I think the degree to which I have been messed around with this issue, and particularly the lack of interest that anybody has had in resolving it, has been little short of extraordinary. By the time my heater is fixed, I will have made a total of three round trips to Lookers, over the course of a month, after the issue was diagnosed. I have been using petrol, rather than battery, for six weeks (this is about 4 times as expensive on my current electricity plan). And wasted about a full day of my time, if you include waiting for responses from helplines as well as travel.I would like to understand who each of you think is responsible for the experience I have had – and I would like to understand whether you think it is reasonable or acceptable.Yours, in hope rather than expectation.PS – this complaint has also been emailed to Tusker and Volvo. I have used this form for Lookers as you do not appear to publish an email address

No attention to detail

No one came back to me

On or about 19.02.26 I agreed to purchase a Volvo EX30 from your Stockport dealership. On the same day, as requested by said dealership, I transferred a £500.00 deposit. I was assured this was refundable if the sale did not proceed. On or about 20.02.26 your dealership sent me a PCP quotation. Even though the agreed (and advertised ) price was £29,000.00 The PCP quote was based on a purchase price of £32,179. I pointed out this "error" and was advised that this was due to two reasons, I. that was that the quote included some mysterious "add ons" to which I had never agreed.2. The other stated reason was that ".. the Finance Team did not realise that car had been offered to me at £29,000.00...", that was despite the fact that the car we being advertised at £29,000.00.. On or about 20.02.26 I received an amended PCP offer based on the correct purchase price of £29,000.00. On 20.02.26 I received an email from David Eaton advising that Volvo Finance had requested further information. I duly supplied this. In the meantime, I obtained a third party quote for PCP. The terms of this were much more acceptable than those quoted by Volvo Finance and also, I was accepted immediately. I called David Eaton and advised him of this but he advised that I was "not allowed to arrange third party funding when purchasing a car from his dealership".This was confirmed by way of an email to both David Eaton and Mike Blackhurst of 21.02.26. In this same email, I confirmed that, due to the onerous terms quoted by Volvo Financing, I would not be proceeding with the purchase and formally requested refund of the £500.00. As evidence by several emails from me to David Eaton, where I advised him that I had arranged transport to collect the car and financing, it is obvious that I had very intention of going ahead with the purchase. This perfectly polite email was totally ignored until I was forced to write to them both again on 23.02.26 and state how disgusted I was that neither of them had the decency to respond to my email of some days earlier where I advised cancellation of the "sale" and asked for a refund of the £500.00 deposit. Finally, on 24.02.26 I received an email from David Eaton where he stated "...The process for your £500 refund has started and you should receive the payment within 10 working days...". You will note there was not one word of apology or justification for the lack of courtesy which caused such an untimely delay in sending a response.What is even more disturbing is where he suggests that I could expect to receive the refund in "...10 WORKING DAYS...". I have been working in Eastern Europe for the past 25 years or so - before they even had a functioning banking system - and in that time I have sent and received literally thousands and thousands of bank transfers. I have never experienced even one of them ever taking 10 working days to arrive. On the basis that I requested the refund on 21st. February and David Eaton kindly advised me on the 24th that it would take 10 working days to arrive, that would mean I could expect the refund on or about 10th. March. That would be almost THREE WEEKS from the time that I requested the refund. That is totally unacceptable. It is interesting to note that when I transferred the £500.00 deposit to you at 12.50 on 20th. February, I was advised by phone, less than hour later that the funds had arrived. Please ask someone to explain to me how a transfer to you takes minutes to reach you but the refund takes almost three weeks?I look forward to your comments,Paul Levine

I received an email in December asking to recall our Volvo EX30 for a safety issue with the battery cell. The email asked to book in with the local garage for battery cell replacement. I did this and was advised the earliest appointment was over a month away. So that was booked in for 28th February. I had to take annual leave from work to make the appointment at a massive cost to myself. Only to be left a voice message the day before saying not to bother coming in and just don’t charge the car over 70%.This is completely unacceptable and the car is not fit for purpose. Charging to 70% is not enough to get me to and from work in a single day. There needs to be a replacement or curtesy car provided whilst the car is unfit for purpose.I have been sold a faulty product and you are not meeting the terms of the lease agreement. I have no problem issue with taking this up with the ombudsman or via legal recourse if you fail to provide a solution to this problem. The person that booked in the repair over a month ago made no mention that there was no fix in place for this problem. The woman (Lucinda) who rang me to tell me not to bother coming in tomorrow was rude and unhelpful and offered zero solutions to the fact the car was not fit for purpose. I hope you can give her some better customer service training so other people don’t have to experience her attitude. What a terrible representation for your brand.Not only have I had my time wasted but a significant amount of money lost also due to having to take annual leave for a now non existent appointment.

Hi,My husband and I recently purchased our Volvo XC60 from the Stockport store; it was transferred from Bishops Stortford.Upon purchase, we were told a full handover had been completed and that our car was ready to take home. When inspecting the car in store, we discovered that the passenger heated seat wasn’t working, the 12v plug was smashed, the door trim lining had come away, the Apple CarPlay port was a little temperamental, and that the driver’s rear door was sticking. Our sales associate apologised and assured us that it could be booked in for a repair ASAP and that the parts would be delivered ready, prior to us arriving for the repair.We found another problem with the car where if you were to refuel the car from empty, the pump would click off like the car had finished fuelling— when it was still empty.We took our car for repair on Friday, 20th Feb, where the car sat all day to be told yes, these were faulty and that the parts needed to be ordered in to complete the job. They advised they hadn’t even tested the fuel pump as it would require us to pay for the fuel. We were unsure why they didn’t call us so that we could authorise this; they would have let us leave without testing this if my husband hadn’t insisted on checking it with him, so he and the technician went to the local petrol station to replicate the issue, to which it was confirmed faulty. We ensured we stayed in Stockport all day to wait for the repair to be completed, all with a very young baby in tow and again waiting hours in store— a complete waste of a day.Stockport store is a two-hour round trip for us, and they were aware of this prior to the appointment. The only thing they fixed on Friday was the door sticking. They wouldn’t keep the vehicle and said they needed the courtesy car back as they had it booked out the next day. Nobody told us that this needed to be returned, and they knew that we had purposely moved all of the children’s car seats out, prams, belongings, etc., ready to take the hire car home if needed.Our frustration lies with the fact that we were told that the parts had been ordered prior to our arrival and that it would be fixed that day (I have this on email from the sales associate confirming this), that they weren’t going to keep our vehicle to complete the repair and leave us with the hire car (racking more miles on our new car for its return), that an inadequate handover from Bishops Stortford to Stockport (and Stockport subsequently not checking it prior to handover), and the fact that we still have to return yet again to get it repaired. The service team also said it would need to be authorised under warranty even though ALL of the faults were present at the point of sale. As first-time Volvo customers, this has left us incredibly disappointed and inconvenienced.When we return, we expect the car to be fully repaired that day, so that we can enjoy our new car and not waste any more of our time.We were expecting a call from the service today with an update on parts and to get us booked in, but this also hasn’t materialised.Regards,Mrs & Mr Paling07775 44944007835 528230