Ranked #123 of 201 in Surrey
Services: MOT, Servicing, Tyres, Exhausts
"Poor service and attitude"
By Anonymous, 11 July 2018
COMPLAINT: Lookers VW Guildford Service Dept Over a week ago I booked my 2016 VW Touareg in for some work at Lookers VW franchise in Guildford. I booked online and went into detail about 3-4 items that I wanted them to look at. I also booked a hire car - and chose the option where I take the risk so don’t pay the £18 per day insurance charge. The car was booked in for 8am this morning (Wednesday 11 July 2018). I received no acknowledgement so on Monday I phoned them to make sure they had my booking - my car was booked in, though they only mentioned 1 of the 3-4 things that I had mentioned on the online booking form. They confirmed a hire car had been reserved. This morning I drove the 18 miles to the dealership to get there by 8am - I took the day off work as I was expecting to collect the car later today. I met Alex Castle on the Service desk. He only had 1 of the 3-4 things that I had mentioned on the online booking form AND repeated in the call I made on Monday morning. NO HIRE CAR HAD BEEN RESERVED EITHER! Alex was dismissive and unhelpful and suggested that I couldn’t have listed the works correctly or ordered the hire car as there is a 2 week waiting list and I only booked a week ago! I wasted the morning and wasted a day’s holiday from work. I had no option but to take my car away - complete with its faults including the engine management light glowing away!! I have asked for the Service Manager to call but am still waiting. Pathetic!
Visited WithMy vehicle
Visited InJul 2018
Bad PointsPoor service and attitude
Quality of Service
Value for Money
"Lookers/Colbornes VW Guildford - exceeded expectations on cost and service"
By CLSDean, 10 February 2016
This is my local garage and I have been sending my Volkswagen for regular services (not repairs) for many years. They are professional and will keep you updated. Above average on cost generally, so I would still look around for quotes if I need repairs or specific work done. This recent visit was for a minor service - I have some leftover engine oil and they used it and only charged me for the additional top up - which lowered the expected bill, so good on them.