Lookers - Volkswagen Carlisle Avis 109

Mark Cole dealt with everything efficiently

Buying our new car was a pleasure as Mark was professional and friendly. We would certainly recommend Lookers at Carlisle if you are looking to purchase a car.

We appear to have been sent this before the repair to our (under six months old car) has been completed. That's a strange way of working but here's our experience so far. There is a lot of dis-jointed working within the Carlisle branch. We were told more than once "that's not my responsibility " or "that's another department " without any offer to pass on details or make contact with others.
It took three weeks to arrange for a courtesy car for our repair and we consider the car we were given to be an insult to our loyalty and trade with Lookers. The car had a warning light showing on the dashboard, the seats had water marks, there was mud on the seats, footwells and inside the boot, there were crumbs and crisps across the footwells, seats and dashboard. The car had obviously not been checked or verified before being given out. Or comments on this to the service desk were met with a shrug.

Contacted Vw Carlisle after the unexpected death of my wife on the 1st of January to let them know my wife had passed away and look for advice and guidance as to what was to happen with my wife's car that was on finance through them/vw finance.
Spoke to the used car sales manager Johnathan Turner who told me the dealership would buy the vehicle back for a agreed price which was slightly more than the outstanding finance , sent me through all the associated paperwork and agreement via email , asked to forward the death certificate which I did weeks ago and since then despite 20 calls to the dealership has ghosted every call from me never returned a call or email .
I find out today that they are now not buying back the car because allegedly the dealership is being bought out by Lloyds, Johnathan still would not take my call he got the receptionist to pass these details on to me .
Given the circumstances and what we have been going through this last month since my wife's unexpected death to be treated like this by a VAG dealership is nothing short of appalling.
We have had multi cars through this dealership , my wife's mother buys her cars cash and they have had a lot of business off us .
It just shows how little we are thought of and how terrible a dealership they are , I'll never buy another Vw again and I strongly recommend everyone avoid this dealership.
NOT TRUSTWORTHY NOT HONORABLE APPALLING BEHAVIOUR DURING A BEREAVEMENT.

SHAME ON YOU VW CARLISLE
SHAME ON YOU JOHNATHAN TURNER

Jamie and Jonny were both great in helping me get the car I wanted, fully available for extra questions and couldn’t be more helpful! Thanks again

Excellent service. Very pleased with our new car from Lookers and well done to Paul for such wonderful service. He was polite, pleasant, knew his cars, and was a joy to chat with. He arranged everything so easily for us, and we are very pleased with our

Car was taken in for a minor oil service at the appointed time and returned to me with all work completed less than two hours later.

Pick up experience was good other than a nail in the tyre, but quickly checked over. Sadly the aftercare is nonexistent no matter what they tell you on the day. Johnny was 10/10 on the run up to collection and on the day, he said any questions just reach out. I did just that about a week later with no reply, called multiple times and every time he couldn't come to the phone and someone said they would ask him to call me back - it never happened. I emailed multiple times directly to Johnny and to the general email address, not a peep.

Such a shame and really let the experience down. Very happy up until the point I drove away, then totally ghosted which I thought was very strange behaviour from a main dealer. I only had a very simple question about accessing service history!

Amazing journey from enquiry to handover, Rob Simmonds knew his stuff and level of customer care was second to none!! I’ll be back for my next car!

Vehicle was recovered to be fixed and serviced while in, date booked in. That date past and I found it almost impossible to speak to someone. Eventually picked it up a week later and it hadn't even been serviced and the fault miraculously cured itself!!
Shocking service.

I bought a Vw Golf from Carlisle Lookers and the car was bought on/line and delivered.
The after sales customer service was s@@@t , all they want is a sale, never buy a car from this dealer ever again, dropped my car off which was covered in mud underneath the car and inside interior.

Not a great experience!
I’ve left writing this review since September to make sure I wasn’t just being bitter at the time.
As I’ve been a Renault customer since 2014 at Hexham, sadly that is not Renault garage any more.

First van (Renault Traffic) went in for battery that I paid for and two recalls job got done free of charge after coming out van kept getting a SPANNER LIGHT on dash (check anti-pollution system) may be a coincidence I’m not saying it’s because of the recalls this happened, but went back in after 25 day wait and was told it was due a service because all filters were blocked so payed for a full service after coming out not even doing 200 miles SPANNER LIGHT back on again so I had to wait 25 days again from call to get seen, same happened again SPANNER LIGHT back on waiting list of 20 days so I put a complaint in never heard back from that!

I tried ringing branch to explain the situation response was we’ve only have two ramps and other vans booked in I tried to explain that it’s a problem that they have NOT FIXED so how am I getting put to the back of the list again he then said well is it losing any power I said no not that I know of and we left it at that on the waiting list!

When it arrived this time I had a off side day time running light out and asked them to change bulb when I started to pull away I realised it wasn’t working so I went in to office and was told I had faulty wiring then the fitter came out to see me and said sorry I changed drivers side I’ll go change it and waited back in office then one of ladies in office said the bulb has exploded in the the light because of the faulty wiring the fitter then came out and said sorry I was rushing and smashed the bulb in the housing of bulb rushing (fair enough mistakes happen) as it was closing time and booked me In straight away the van was then in for full day I then rang to see what was going on the next morning I was told the head light unit was on back order and didn’t know when a new one was coming in after being confused I rang back and asked why does it need a full unit when it just went in for a broken bulb and could I speak to the fitter I then got put on hold for 5 minutes and same person came back on phone to say it’s ready to pick up we have two mr Williams with same van and similar problem today so was a mix up (must have same number plate as well as you have to say it on booking in and calling)
Bearing in mind I’m a small business in the building trade with one employee that relies on my van, two days off work because of a bulb. I was then told on pick up when I asked it was a dodgy batch of bulbs funny when the fitter already held his hands up to mistake.

After not even using a full tank of fuel the SPANNER LIGHT back on dash so I rebooked van in at the back of list once again the date they give me was the Thursday second last working day of the four year warranty I booked a couple days off work at this time and told lookers to keep van while I was away and please just make sure it is fixed when I collect it. Saturday When I collected van I asked member of staff how has it been in so many times she said that they have to try different things to locate and pin point the fault, she also give me a price for a add blue pump module £628 said if it happens again I would have to pay. I looked on line and this part is covered under the warranty but my warranty is now up as it was last working day of it! Sure enough SPANNER LIGHT back on dash on the following Monday!

After losing all trust and confidence I decided to pay a local garage for a diagnostic test Bearing in mind this is a small MOT garage and the computer will not be as sophisticated as Renaults! *plain as day the fault*
(DTC208A92 AdBlue/DEF pump performance or operation incorrect!!!)
problem now fixed from local garage first time of going.

So why has it taken my warranty to end to find fault!

I have LOST 4X more in wages than I payed to repair van!

I was never provided with any paper work off Lookers for diagnostic tests or work switching spanner light off dash only for work I payed for Battery/bulb/service, the walk around videos would never work was told site was down and would be sent, NEVER RECEIVED!

I also received a quote for £680 for work that needed doing to get it though next MOT I never got these done and passed with a handbrake cable tightened and two advisors!

I wish you the very best in improving your services. Regards Ross

Nice simple handover

Everything explained

First time I have purchased a car over the phone, dealt with Mark Cole who made the experience stress free and seamless,going over and above to source the model and colour of car I wanted.
I was kept informed by Mark, throughout the cars journey with emails and videos and the bulk of the paperwork was completed online making the handover on the day fast and faultless, car looks amazing and is a delight to drive.

Thanks again to Mark and Paul for your assistance and making the experience flawless.

Still no update received by 23/11 irrespective of message to say investigating!

Car heating failure. Car left with garage all day. Lookers messaged to say ready to collect then waited another 45 minutes at the garage to collect. Put heater on next day and it failed again. Had to wait another 4 weeks for appointment in mid October. Left half day. Part to be ordered. No progress report and no one contacted me since. Just phoned today and no one available in service dept to update.

The staff were very helpful and kept me informed at each stage of the test.

Robert was great from start to finish. Fed my kids sweets lol keeping the quiet. But great customer service. Had issues but know the fault of Lookers, there sort it out. I will be back for the new TRoc