My partner took his vehicle in today for an oil change service, he waited for 4 and half hours for his vehicle to be finished that’s including chasing them as he needed to get back to go to work. From experience I thought waiting appointments were no longer than 4 hrs? Whilst waiting he was notified through the link that both the brake fluid and pollen filter needed changing. He was expecting someone would come and see him whilst he was in the waiting room if those weren’t included in the service plan but no one did, neither did they call him. When his car was eventually ready after chasing this half an hour before he was notified that he would need to book his car in for those to be carried out - obviously this is frustrating when someone could have gone to see him while the car was in however when I called the service centre to book the car in for those 2 things to be carried out the lady informed me that neither were needed to be done as the brake fluid was done last year so wasn’t due until next year and the pollen filter would be done next year under his service plan at the same time as his inspection service and would be included free of charge within the service plan. I had also spoke to the service advisor who was dealing with his vehicle before I rang the service centre who also confirmed to me that those would need to be carried out and advised I would need to go through to the call centre for bookings. This is worrying that had he have gone ahead with the works today that he would have been charged £150 ( £90 for brake fluid and £58.91 for pollen filter) which weren’t even required and as a long standing customer myself I am now questioning how many times have I been charged for something that wasn’t required?! My name is Laura however the fields below re name and vehicle I have completed with my partners information given it was in relation to his vehicle. Really poor service given how you pride yourselves on being honest and upfront including the camera footage you send but clearly this isn’t the case

Nobody contacted me to discuss my enquiry.

Friendly and helpful

Dan was great to deal with

Spoke to customer assistance who was able to advise me over the phone that there were no updates or recalls due for my car and put my mind at rest

No feedback received following initial discussion

Quick to reply and professional

As the nominated point of contact for Lookers (Group name), we write to inform you of a pending vehicle rejection of NV25TXR (reg number) under MDP T&C clause xx. Please refer to the rejection guidelines attached which have previously been communicated to you.The attached form gives an overview of the case. As per the process, please complete the form, involving your OEM and return to us within 14 days. Note that we will proceed with a rejection on xxx date unless you can categorically prove why this vehicle should not be rejected with official documentation from your OEM. We will not grant any extension to this deadline without official confirmation from your OEM.When the vehicle is rejected, it will be transferred back into your stock.Once this has been processed a member of our team will be in touch regarding the financial settlement. Any advance payment or additional options will need to be refunded to the customer by the dealership.Please note, if we do not receive a satisfactory update from you by 13/11/2025, we will proceed with the rejection.If you have any questions please let me know.

Arrived in person to purchase an RS3 priced at £55700 today at Stockton. Got told my golf r I wished to part exchange was immaculate - 50500 miles , owned since a demo from lookers (4 new tyres / new pads and discs / recently serviced ) and got offered only 14,700k as got told there was a cap. The car is immaculate. Every other valuation is considerably higher.I was ready to buy the car outright. If I was offered 15,500. (and that is lower then every part exchange valuation I have been given,) I would have paid a deposit / bought the Audi today. Very disappointed to be told sell your car private (which would be 18k plus and come back - which I won’t be).

Calm and polite sales man