After a test drive, the sales executive undertook to search available stock for one in my desired specification and, if there was none suitable, provide a quote for a factory order. I heard nothing and when I followed up by email the response was to send me terms of business.

I need to book an MOT, but when I ring on one of the numbers I have, I get cut off, and I get no reply from the other number.MY MOT IS DUE EARLY NOVEMBER.Please call me back to arrange this at your earliest convenience. This is the second time I have completed this form.Thanks

To elaborate on my review here are some pictures of what I was mentioning.1/ report/bill from lookers Guildford saying there is no update to do and need to pay for an investigation (when initially the call center had mentionned there was an update to do and recall and that is why they booked the car in)2/ a screenshot of the computer at another garage that says the recall/update is necessaryThe other garage has not only do the recall update but also looked at all the errors and investigated for free to make sure the errors showing were non urgent...

I had an email regarding my MOT which is due in November. I have been trying for a few days to make a booking. I am either cut off when being transferred, or I get a message from Lookers Battersea saying my call cannot be taken and to try later. I need to get my car booked in at Guildford, so please give me a call back preferably by phone.My name is Jan Wright. You have my contact details in your system as I have been a customer for well over 10 years.

poor customer service and pushy sales

Requested a SoH report on a second hand EV and never received it.

Dear Madam/Sir,I would like to register a formal complaint about the after sales lack of service from Zaheer Sumar.I bought my Skoda Scala - registration LF25FLG in April 2025 from him. After the sale, I had a few questions about the car and left numerous messages for him - he NEVER returned my calls.I was also given the wrong manual for the Skoda Scala and he entered my husband’s mobile number into the Skoda satellite navigation system which I would like removing and don’t know how to do this because I don’t have the correct manual.I would appreciate a call back for someone to visit me in Crowthorne to remove my husband’s mobile number from the satellite navigation system as well as bring me the correct manual for this Skoda Scala model.I look forward to your urgent response.Regards

To whom it may concern,I am writing to share feedback from my visit today and to raise a formal complaint regarding the service experience.My vehicle, FM21 XPD, was booked in for a major service at 12:00 with an expected two-hour waiting time. Upon arrival, I was assisted by Zara, who was extremely helpful. I had several questions about my service plan, as my partner previously managed the vehicle, and I am now taking a more active role in understanding its maintenance. Zara explained the benefits of switching to an “All-In” service plan in December 2025, including extended warranty and additional servicing. I felt well-informed and reassured, and she advised the service would take approximately 2.5 hours.However, after receiving the Vehicle Health Check Report, I had waited over three hours without any further communication. Eventually, John approached me to discuss the vehicle, but did not acknowledge the extended wait time.The report flagged a ‘Red – Urgent’ issue requiring attention. John informed me that the repair would take several days and would need to be booked separately. He stated the vehicle would have to be brought back, that a hire car would cost £25 per day, despite signage in the waiting area offering taxi or pick-up services, which were apparently unavailable.I explained that I am currently 35 weeks pregnant, live an hour away, and have a three-year-old who requires daily nursery transport. I expressed concern and said, “This is hard,” while trying to consider next steps. John responded with, “Life is hard,” and “It’s how you frame things and your outlook.” I found these comments extremely patronising and inappropriate to receive as a customer.When I asked whether the repair was covered under my service plan, he said it would be if it fell within the warranty. I requested if he could confirm my warranty expiry date, and he initially replied, “Not very easily.” I suggested I speak with Zara again, but he then checked and confirmed the warranty expires on 15th October 2025. I asked to book the repair as soon as possible to avoid being charged £225.60 after the warranty expired. He offered 6th November, stating it would still be covered as the fault was identified during the service.At this point, communication had broken down. I did not feel comfortable reiterating that 6th November is the week of my due date, and that I need the vehicle for hospital visits, transporting a newborn, and installing car seats. A two-hour round trip and managing vehicle drop-offs during this time is simply not feasible. I understand these personal circumstances may not be his concern, but I was disappointed that he showed no empathy whatsoever.Before concluding, John asked if I wanted the car washed. I did, and hoped this could be expedited given the delay. I asked how long it would take, and he said 40 minutes—so unfortunately, this was not achieved either.I would appreciate your view on whether this constitutes appropriate customer service. I had intended to extend my plan for another two years, but this experience has left me reconsidering.Additionally, I would be grateful if you could clarify:• Can the repair appointment be postponed until January or February 2026 and still be covered under the warranty?• Is a pick-up service available for customers in my situation?•Thank you for your time and attention. I look forward to your response.Kind regards,Sarah Marley

Rob and Paul were very attentive to my requests.

If you're looking for a trustworthy, professional, and friendly car buying experience, I highly recommend working with Jacob Tickner. He really knows his stuff—not just the vehicles, but more importantly, the numbers. He was upfront, transparent, and made sure everything made sense from a cost perspective.Jacob made the entire process smooth and stress-free. You can tell he genuinely wants to help you find the right car. I couldn’t be happier with the experience!