Guildford Volkswagen

Fantastic service from the garage! Was so impressed with how i was looked after!

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!

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.