Good MorningPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Kristoffer EtridgeSent: 13 February 2026 10:56To: F and I ComplaintsCc: foryouforlifeSubject: WF73 UCV DaciaExternal Sender: Confirm legitimacy before acting.Good morning,I am emailing to complain about the service received so far in my Dacia breakdown.My has been recovered to my local garage following and electrical motor and system failure and now has 30+ faults.I was informed by my local garage to pursue with Dacia as it is under warranty.I called last night to the booking team and got a provisional date of the 4th of March, not confirmed. They were going to speak directly to the garage to see if this could be improved or a vehicle provided, as 3 weeks without a vehicle is unacceptable.They never got back to me, never confirmed booking.I called this morning and had to speak to several people before I got any answers. Siad was the only person that moved the call forward, booking me in (with confirmation) for the 24th of Feb.I then finally spoke to the Carlisle branch, asking what am I to do next. I was told the car cannot be recovered to Carlisle branch and must go somewhere else first. I couldn't get a courtesy car of any description and I was to call Renault assistance.I am now on the phone to Renault assistance, again wasting my time.I am finding this service unacceptable and my time is being consumed in booking multiple recovery, multiple calls, multiple chasing up.In short my family has no car for 2 weeks.I have now also spoken to Renault assistance/RAC and they can only provide a vehicle for 48 hours following recovery, a bit short of the 2 weeks I have no car. They informed me to speak to Dacia Carlisle again as it's your responsibility to provide longer duration courtesy car.They also confirmed they cannot recover the car twice, so I can get it picked up today and then it needs to be brought to Carlisle Dacia in 2 weeks, which they will not do.I have now spoken to at least 15 people and got no further than a standard booking.My car is requiring further recovery, my family now has no vehicle. Neither has been resolved in my hours of phone calls this morning.Can you let me know my options for Final Right to Reject as I have been left without a working vehicle, the service has been terrible and the vehicle is non working.Or at least get someone to contact who actually wants to help instead of just passing me around.

Please also see attachedDear Dacia UK Case Management Team,I am writing to provide a final formal summary of my experience with Lookers Dacia Carlisle regarding the warranty repair of my Dacia Duster (FG71JPO).While I appreciate that the technical repair (water pump and serpentine/drive belt replacement) has now been completed following your intervention, the conduct of this dealership has been profoundly disappointing. I request that the following points be formally documented and reviewed by the regional franchise manager:Misrepresentation of Capacity: When I initially sought to have my vehicle recovered, Lookers Carlisle refused to accept it, stating they had "no physical space" on-site. However, my recovery driver personally inspected their overflow car park and counted eight available spaces. This was a clear and deliberate misrepresentation intended to delay their warranty obligations. Further proving this lack of capacity was a fabrication, once Dacia UK intervened, the dealership completed the entire diagnostic and repair process in just 102 minutes, this was the length of time between calling to ask where the wheel nut was and then calling to confirm the vehicle was fixed and ready for collection.Lack of Accountability and Professionalism: Despite being caught in this lie, the dealership has never acknowledged the misinformation or offered an apology for the significant distress and logistical issues it caused. Furthermore, the final invoice provided upon collection fails to list the serpentine/drive belt replacement. While I have performed my own visual inspection and believe a new part has been fitted, the dealership’s failure to document this correctly leaves me without a formal parts warranty trail. I therefore request formal written confirmation from the dealership or Dacia UK that this part was replaced as part of this repair, to ensure my 12-month parts warranty is protected. In the attached invoice (S03584), the documentation even contains errors in the 'Date In' field and lacks any mention of the drive belt, which reinforces the rushed and sloppy nature of the service provided.Communication Failures and Lack of Proactivity: I have sent multiple emails to the service department to confirm technical aspects of the repair; these remain ignored. Furthermore, the service desk rarely answers the phone, forcing me to spend hours of my professional working day chasing them for basic updates. Even when the dealership did initiate contact, it was to ask for the location of the locking wheel nut—a request made before the technician had even checked the standard storage compartments like the glovebox or boot. This is a clear example of the dealership offloading basic tasks onto the customer rather than performing a cursory search of the vehicle.Unnecessary Upselling: While the dealership claimed they were too busy to store or repair a critical engine failure for 12 days, they managed to produce a "Video Health Check" attempting to sell me non-warranty work. This suggests their priority was profit over their duty of care to a warranty customer.Impact of Dacia UK Intervention: I want to thank the Dacia UK support team. Without your intervention, I believe Lookers would have continued to refuse my vehicle, causing me to incur private storage costs and extended downtime.ADHD and Work Disruption: As a customer with ADHD, the lack of clarity, the need to "fight" for a valid repair, and the feeling of being treated as a "nuisance" has made this experience exceptionally stressful. This situation caused significant disruption to my working days, requiring constant phone calls and mental energy to resolve what was essentially a non-issue created by the dealership’s initial refusal.Request for Goodwill GestureGiven the documented dishonesty regarding vehicle capacity, the total lack of communication, and the significant professional and personal disruption caused, I am seeking a gesture of goodwill to conclude this case. I would like Dacia UK to propose a remedy (such as a goodwill payment or service credit) that acknowledges the failure in service standards and the significant "customer effort" required to resolve a straightforward warranty claim.I look forward to your proposal regarding this matter.Yours sincerely,

Hello,There three issues I would like to conflate. These are outlined below:1. Having purchased my Dacia at the beginning of November on a PCP finance plan, the car then indicates towards the end of January that it's due a service. At no point was it said to me during the sale that the car would be due it's service so soon.2. When booking the service, I called twice. When I made the initial booking, I was told the pricing system was down and so a quote was not able to be issued. I called a week later to ask for a quote again and the system was still down.3. It was not until I arrived at Dacia Carlisle that I was quoted £450 for the service - an extraordinary amount of money. I was told this is because it is the 4th service and so the spark plugs need changing. Spark plugs are not an expensive car part.I have never had to pay so much to service a 1ltr petrol car such as mine. Of course, if I refuse, I risk invalidating the warranty. This is an entirely unacceptable position to be put in, especially after only having bought the car 3 months ago.Thank you for taking the time to read this.

Hi put a deposit on a vehicle however price changed for the vehicle. Would it be possible to get my deposit refunded please.

The Dacia Duster (PX20 WBM) I purchased from you on July 4th 2025, has had serious engine issues and potentially requires a new head gasket. As this fault has occurred within six months of purchase, I would like to request you pay for the repairs, as per the Consumer Rights Act 2015.According the act, goods must be of satisfactory quality, fit for purpose, and as described. As this fault has occurred within six months of purchase, it is presumed to have been present at the time of sale unless proven otherwise. If the repair is unsuccessful, I reserve the right to seek a refund as outlined in the Act.Can you please confirm how you intend to resolve this issue? I can provide further details of the required repairs once I receive confirmation from the garage next week.

i bought a new dacia duster in september and so far it has had a windscreen that was not fitted properly and since being replaced the rain sensors are not working. this car has been in the workshop to have the sensors sorted and today i was told they were fixed. i went down to collect the vehicle any the sensors still are not working. this is appalling after sales service from yourselves except for the lady on reception who has been brilliant. i have had several cars from lookers in the past but this has left a sour taste and i dont think ill be buying anymoreif this is the after sales service that is provided theses days

Car heater stopped working on 2nd December 2025, only had vehicle a year and half. Cannot get vehicle looked at for 2 WEEKS. It is winter, it is freezing, I have no way of de-icing my car or even heating it up. I have work to travel to and children to take to school in a freezing, barely drivable vehicle as the screens cannot be cleared due to lack of heat!

My Dacia had it’s so called first service when they I was quoted on first service of a 180 pounds you would expect oil and filters to be changed I now looking at the service sheet none of this was done it had a first service called A service only thing A about it was on the inspection sheet because this is not a service I asked I specifically said and asked for oil and filers to be changed when booking this service in and then to look at paper work to find out none was changed all that had been changed was a cabin filter which has absolutely no Bering on the vehicles health of the engine charging for a service that wasn’t what I asked for I want to point out charging for something you didn’t ask for or a service you didn’t ask to be carried out is fraud I asked to speak to manger on the day multiple times since 72 hours passed still haven’t heard a whisper from them if this is how lookers treat customers I am so pleased I didn’t purchase my vehicle from them in the first place and I have no intention of ever giving lookers any business in future and I can honestly say I could never recommend them as a company to purchase from . I also want to point out if Dacia is happy to let there vehicles go basically 2 years without what they call a major service the turbo and engine definitely would last it’s basic maintenance you change oil and air filters every 7k 8k miles mind is on 12k so I would even say mine was well over due but fact they are happy to let it go for another 12 months just blew my mind I have multiple vehicles and talking to trusted mechanics after showing them what I was changed for from lookers they basically laughed and said they actually changed you for that thats daylight robbery considering I’m a police officer I was inclined to agree with them I look forward to hearing your response because trust me I’m letting everyone know how lookers treat there customers. I want to make a complaint against the Dacia branch at Carlisle and against there manger who was suppose to call me back I also want the Audio recording of the phone call sent to my email of when I booked the car in so I can forward this to the ombudsman under the freedom of information act I will request this.

I was pleased to see that you cleaned my car inside and out. and didn't mention it.

The customer service we received at the dealership was excellent and I would say the customer service representative was the most helpful I have ever dealt with. I will definitely use Lookers Carlisle again and recommend to others.