Lookers Volkswagen Newcastle Silverlink Reviews Summary

Customer Service and Staff Attitude

Pros:

• "Steven Robertson is consistently professional, courteous and personable."
• "The cars on the lot seem well maintained and there is no uncertainty when you ask questions."
• "Really excellent customer service from Scott and everyone on the service team."
• "Very pleased with the service we received from Steven Robertson of Lookers Silverlink."
• "Matt Brent has always provided outstanding customer service to us."
• "Fantastic service from enquiry right the way through to the handover."
• "Special mention to Nicky the service advisor and technician for getting this sorted for me as well."
• "Steven Robertson was very helpful and informative. From the video he sent to the signing of the contract we couldn’t fault his professionalism."

Cons:

• "Routine service carried out and requested car computer to be set for flexible servicing. On collection, it hadn't been done."
• "Never received a vehicle health check video, queried this, and was told it might take a while as It's a big file to send."
• "Horrendous workmanship !!!! My vehicle was sent here for repair. The finish to the paintwork was terrible."
• "Consultant was nice, but the issue is that you will never get to test the new car, because all staff use company cars for personal needs."
• "Yes, the delivery was very poor. I paid cash for my car, a mini clubman, and it took nearly 5 weeks before I got delivery."
• "Took my car down today and we were told that they wouldn't buy the car then offered us £1400 less."
• "Poor service generally, was told on several occasions staff would get back to me, never did, car damaged during repair, still left damaged."
• "Had to wait more than two weeks for a part to be ordered (on back order)."

Quality of Vehicle and Maintenance

Pros:

• "I found a some scratches on the windscreen following my purchase and within 5 minutes of mentioning this to Steven, I received a phone call from a glass technician arranging a repair at my home."
• "The car has been diagnosed and just waiting for the part to arrive."
• "Loved the video sent from the technician on the condition of the car, gives me confidence and reassurance of the work being carried out."
• "Steven spent time showing me all the different aspects of the car. Very happy with the service received on the day."
• "The communication was good, the repair carried out with absolutely no hassle at all and my car was washed for collection."
• "Bought approved used from Steven Robertson. Absolutely seamless. Would highly recommend."
• "I’ve just bought my sixth car from Lookers over a period of approximately 18years, and I have to say that my last experience dealing with Matt Brent was the best so far."
• "My daughter had her heart set on a Polo for her first car. Found the one she wanted on VW website which had a great package of benefits on their used cars."

Cons:

• "Horrendous workmanship !!!! The finish to the paintwork was terrible and they had to take it back and re-spray but didn’t correctly finish it and now there is rust appearing on every panel."
• "Coolant leak and thermostat issues. Car hadn’t been serviced (I had been told it had) required spark plugs air filter and pollen filter."
• "Was horrified to find that my car had been MOTed with front corroded brakes and a back brake warped!!!"
• "The service I’ve had was very stressful to me and my wife. And will not be dealing with Lookers again."
• "Purchased my vehicle through Lookers Volkswagen and then I had to return the car as the engine wouldn't turn on intermittently, the garage were quite unhelpful."
• "Lookers VW sell other branded vehicles besides VW, I made the mistake of buying one, for when something goes wrong, they are unable or unwilling to repair or put things right."
• "Not great aftercare! They are happy selling other brands of expensive cars, but in my opinion, don't buy one."
• "Every car I’ve owned for the last 15 years approx, the dealership have always washed and valeted the car, however this was not done by yourselves."