Constant change of sale staff. Expensive service. No reply to complaint.

I asked a simple question about the vehicle twice and have yet to receive an answer.

Very disappointed with my experience at Škoda Guildford. After receiving a video of the car, I was ready to proceed with an application. I was told by Rob on the phone that the vehicle was available for £749, and this was confirmed again the following morning. Based on this information, I genuinely believed the car was available to me. Later the same day, I was informed that the car was actually a Plus Pack model, that another customer had already been waiting for it, and that the price would be £1,999 instead of £749. This was extremely frustrating, as I was given completely different information over the course of two days. This experience gave me false hope and seriously affected my trust in the sales process. Providing incorrect and inconsistent information is not professional, and unfortunately, it has been a lesson for me regarding customer service at this dealership.Kind RegardsYash07376658024

customer service poor, car seen not presented well.

I am writing to formally raise a complaint regarding my experience with your after-sales service, which I found extremely disappointing and concerning.I purchased my vehicle from your dealership in March 2025, for a second time. Since then with the current car (Kodiaq) , at approximately 3,000 miles, warning lights relating to oil servicing appeared, and by 5,000 miles the vehicle has been indicating that the oil service is overdue. Given that the car is under warranty and relatively new, I felt this was something that required prompt attention.Prior to attending your dealership, I contacted your service on three separate occasions. I was initially told that an appointment was required, only for that appointment to later be cancelled on the basis that the issue did not need a booking and that I could simply attend the dealership for the oil warning lights to be checked. Acting on that advice, I travelled from Wokingham to Guildford specifically to have the issue looked at.When I arrived, I spoke with Zara Rojas. Unfortunately, her manner was unwelcoming, dismissive, and she did not appear to listen to or engage with the explanation of why I had attended or the advice I had previously been given by your team. I was abruptly told that I would not be seen. When I attempted to explain the background and my concerns about the car’s performance and engine health, I felt shut down rather than supported.I explained that I had travelled a significant distance based on advice from your service team and that I was concerned about continuing to drive a vehicle displaying oil warnings. These concerns were not acknowledged. I was simply told that the next available appointment was in February 2026 and that I should wait until then or until the next scheduled service.I asked to speak with the service manager and was told by Zara that she was the manager. I was handed her card, which identified her as a Senior Service Advisor. When I queried this, she stated she was the most senior person on site that day. Regardless of job title, the level of service I received from the most senior person present was far below what I would expect from a Skoda dealership.Following this interaction, and on Zara’s advice, I contacted Skoda Reading. Their response could not have been more different. They took the time to look into the issue and came back to me with a clear explanation. I was informed that the vehicle was originally delivered in September 2024 and that during the PDI process the oil service interval was set incorrectly. As a result, the vehicle now believes the oil service is overdue when, in fact, it is not.I am frankly flabbergasted by this. I travelled all the way to Guildford to have the vehicle checked, only to be dismissed and told to wait weeks for an appointment. Yet another Skoda dealership was able to identify the issue, explain it clearly, and confirm that the problem stems from the original PDI. This makes my experience with your service even more unacceptable.Skoda Reading have also shared their views on the situation, and it is deeply frustrating that this information was not explored or identified by your team when I attended in person. I was effectively fobbed off, despite the issue being both real and explainable.I left your dealership having travelled from Wokingham with my car not seen, no reassurance provided, and an appointment booked for 16 February, nearly six weeks away. I am expected to continue driving the vehicle during this period, despite clear warning messages and understandable concerns about engine performance and warranty implications.I am extremely disappointed with the after-sales service I have received and the way my concerns were handled. I would like this matter resolved as soon as possible and would appreciate a prompt response from a senior manager. This situation is highly unacceptable, and the contrast between your service and that of Skoda Reading speaks for itself.I look forward to hearing from you urgently.

I was looked after by the Salesman very well

My husband and I had the privilege of meeting 2 of your members of staff this afternoon it was a delight.The staff in question Rob and Jason were most helpful and friendly and very efficient and professional.We came away with a new car and a very happy experience credit to them.If this is the standard set for Skoda then the bar is very high.RegardsSent from my iPad

Once i started dealing with Nathan Tubb, the service was excellent. A great offer was made,but unfortunately my local dealer offered a better take it or leave it deal so i didnt have time to come back to him.i will of course contact you again in future.

I sent this to Skoda Guildford on 21st November. I have had no response at all. With regard to the heated screen my husband saw that the fuse was a problem and has replaced it at a cost of £12!For the attention of the service managerI had a winter health check on my vehicle this morning.I have a number of points:• I checked in on line yesterday. The person dealing with me on arrival (Shaun Atkins) was very slow. I realise that he is new, but maybe there should have been more supervision.• The video of the health check is a nice touch, but the technician needs to slow his speech down!• The car was ready on time, but I was asked if I wanted it cleaned. I was told that it would take 20 minutes, so agreed gratefully.• The clean took 45 minutes – I had to chase Shaun, as no one kept me informed. The on-line update said the car was ready, but when I enquired it was not ready.• I asked if the heated windscreen could be checked. I had to ask again at the end and Shaun told me the equipment was out of order and I would have to book my car in. The diagnosis would cost a large amount (I cannot recall exactly).• When the car was finally ready I was just told it was outside. In the past someone has said where it was parked or come out with me. It was parked very close to a van and I had difficulty opening the door wide enough.Very happy with car and the clean, but less so about the customer service!Fiona KergoatI have had nothing but problems with Skoda Guildford, from electrical faults with my original Citigo, errors in th finance documents of the current car and countless other issues. I love mt Kamiq, but when it is time for a change I will be looking at another make. Your poor service really lets you down.

Ish (the sales person) was courteous, polite and very helpful. It was a positive experience dealing with Lookers at Guildford.