Lookers Volkswagen Guildford

I have just had the most fantastic customer care trading and buying a new car (to me) with James @Lookers Guildford.
I sort of knew what I wanted and when I explained why I needed a different car, I was listened to and more importantly reassured that they could find the right car for me.
Every step of the process was made clear and concise. Nothing was too much trouble, I would thoroughly recommend them on my recent experience. So thank you James for making what felt like a huge task, a nice, easy smooth process.

The service I am receiving from this company is dreadful. For peace of mind, I paid for an extended service plan and roadside assistance seven months ago. However, before I was due to go on a long trip, I checked to see what cover I had only to find out there was no roadside cover and never had been. Despite many calls and e-mails I still haven't got roadside cover and suspect that I don't have the service cover either. I have spoken to four different people in different parts of the business who have all told me they do not deal with it. There is no one left to contact, so I am stuck without the service and likely to remain that way as no one will take ownership to resolve it. An advisor from customer services has told me he was the highest point in the company and that next thing to do was report it to the ombudsman. Although, after two lengthy phone calls he did say there was his team leader who could call me back even though he persistently told me he was already the highest I could escalate this issue to. I'm still without the service a month on from when I reported it and it looks like I just have accept they have my money and there is nothing more I can do about it because they refuse to call me back or take any responsibility for it.
As expected, Lookers response to this feedback is totally inappropriate. I have already done everything they have suggested but everyone I have contacted refuses to deal with it, and blame different departments. I have even written directly to VW UK, but they have ignored me too.

I booked my cars first service with a service plan on the VW website, it was easy to navigate. Once booked in, a day before the booking I received a call to remind me of the booking made.

I dropped my car off at 8am and was greeted by Tom who explained the process of the service and offered a courtesy valet. Shortly after leaving, I received a text with a link that I could track the service and vehicle health check. It was a speedy process and my car was ready for collection after 1pm. I collected my car and could not fault Lookers Guildford. I highly recommend them for any of your needs and I will be visiting again for my next service.

Had a really great experience buying my second car from lookers in Guildford! Murray was so helpful the whole way through the process and really worked with me to find the best options for me and I’m so pleased with the outcome! Also dealt with Derek through the process too and was equally as helpful and welcoming - would thoroughly recommended!

I have recently purchased a Mercedes from yourselves and I would like to to tell you how incredible Ross has been.

Ross went above and beyond with helping me with answering all my hundreds of questions. When we came into the branch to test drive the vehicle he was professional the whole time and informed us about all the possible routes available for us to take when choosing PCP. He answered all my emails promptly and was also very accommodating and patient.

My father and I would just like to thank Ross very much for making it such a great experience which was quick, easy and painless. 😁

Just wanted to thank the service team for helping me out.
Had a coolant leak and was due to drive to Devon in a few days time. They managed to get me in quicker than their normal lead time and replaced the leaking coolant pump.
Communication was excellent and I was so relieved to get my car back in time for the holiday.
Thank you!

I recommend Volkswagen Guilford. I am a happy buyer of a new T-cross R-line car, Amazing car, richly equipped and looking very good and solid. Thank you very much and I recommend William Ross Kavanagh, an amazing, helpful and friendly seller, he knows what he does, he helped me with all the paperwork and I bought a new car without any problems. Thank you to the entire Volkswagen team and I highly recommend it ❤

Picked up my car from James today. Was brilliant from start to finish. Made the whole thing really easy! James mentioned his Winter Spectacular on handover and couldn’t say no, good value for money and don’t have to worry about servicing costs up front now.