Job number 26739Invoice number 506404Good morningI would like to make formal complaint regarding the following,We took our car to lookers Carlisle for a service,MOT and a timing belt. We took it in Saturday morning and it was booked in for the Monday morning. We asked to pick it up the following Saturday as we needed the car, which we were told was not a problem. My wife got a phone call Monday afternoon saying the car needed £3300 of work on it. At this point it should of been your morale responsibility to explain that the car is not worth that amount but instead pushed my wife to agree to the work on the car. She then had the conversation with me in the evening to which point I stated that the car is not worth doing the work on. I tryed to phone lookers Carlisle 4 times on Tuesday to find out why it was going to cost so much and explain the car was not worth the money spent on it. I never got though... My wife finally got though to someone on Wednesday at head office ( as she could still not get hold or Carlisle) which then tryed to phone Carlisle and they couldn't get through either. We finally had a call from Carlisle on Friday saying the car will not be ready Saturday as some parts had not come in. At this point it was too late to discuss the situation of the car not worth the money as most of the work had been carried out. It was promised that the car would be delivered back to us Monday afternoon.We finally got our car back on Wednesday morning which was not acceptable.I have 2 big issues hear which I want responses to1 why we couldn't contact you at all for 3 days2 preserving my wife into getting the work done on the car when the car is not worth that value of the work.From looking at the reseat I also can't believe you charge £158 and hour for labour ( more than I earn in a day) also the price for the parts are very overpriced to what I could bie and then you have put vat on top.I look forward to hearing from you and expect some very clear resolution to this if not I will go to the financial ombudsman.Matt Hopkins

customer had attended site as couldn't get an answer over the phone. key was supposed to ordered after payment was received from the selling dealership. customer has tried on numerous occasions now to see if the key has arrived and arrange appointment to get it coded but cannot get through to any department to confirm.

From: mjr.123Sent: 19 June 2026 18:36To: johnjameson@lookers.co.uk; Vehicle ComplaintsSubject: Fwd: Draft E-Mail for LookersExternal Sender: Confirm legitimacy before acting.Dear John JamesonI am writing to you regarding my vehicle (Dacia Sandero Stepway PX75 XJM ), I appreciate we have been in contact via the telephone. However, I would like to request all future contact is by written means of communications for my records.This is to ensure I have a record of all issues we cover at such a point as I may need to seek legal advice. Please note I reserve the right to share any correspondence with you as necessary to reach a resolution that is acceptable to me under my statutory rights as stated in the Consumer Rights Act 2015I would like to seek clarity (in writing) for the following points.1.Can you confirm your position on whether you believe this fault is due to wear and tear or a potential defect? My understanding is that your position is that you ‘think’ the issue has been caused by ‘user error’ – however I have not seen any information to suggest how you ‘know’ this to be true?Consumer Rights Act 2015 Section 19 (14) states that if the fault is within 6 months of collection / purchase, it must be assumed the fault was present at time of purchase (Unless it can be proven beyond reasonable doubt that it was not present at time of purchase, and the item has displayed reasonable durability)19 Consumer's rights to enforce terms about goods(14)For the purposes of subsections (3)(b) and (c) and (4), goods which do not conform to the contract at any time within the period of six months beginning with the day on which the goods were delivered to the consumer must be taken not to have conformed to it on that day.2. How have you diagnosed the issue? It is unclear to me what works have been carried out to determine the issue & root cause. I would like all relevant mechanics reports and walk around videos. I also need to know how the root cause has been determined & how this would indicate that the issue has been caused by user error?3. Can you clarify if it is the official position of Lookers & Dacia that a clutch failing at ~ 600 miles is consistent with normal wear and tear? Furthermore, would Lookers & Dacia consider that appropriate durability?Consumer Rights Act 2015 Section 9 (3) defines durability as a key condition to be considered ‘appropriate’9 Goods to be of satisfactory quality(3) The quality of goods includes their state and condition; and the following aspects (among others) are in appropriate cases aspects of the quality of goods—(a)fitness for all the purposes for which goods of that kind are usually supplied;(b)appearance and finish;(c)freedom from minor defects;(d)safety;(e)durability.4. Given I reported issues within the first few weeks (5 days after collection), do you accept the issue may have been present or developing at the time of sale? I would like to understand at this time what diagnostics were done to determine the root cause of the issue (or conclude there was no issue) including and not limited to mechanics reports & any video walk arounds. I think this point calls into question your assumption that the issue was caused by ‘user error’. Also, this report would bring my initial reporting back to the earlier reporting window and give me the right to return as the issue was not remedied as outlined in Section 22 of the Consumer Rights Act 20155. I would like to understand clearly why I was initially asked to pay for diagnostic work to be carried out? And why now it is being suggested I would have to pay for any repair work required?Consumer Rights Act 2015 Section 23 (2b) states that the trader must accept liability for any costs incurred to carry out any repairs23 Right to repair or replacement(1)This section applies if the consumer has the right to repair or replacement (see section 19(3) and (4)).(2)If the consumer requires the trader to repair or replace the goods, the trader must—(a)do so within a reasonable time and without significant inconvenience to the consumer, and(b)bear any necessary costs incurred in doing so (including in particular the cost of any labour, materials or postage6. Can you please clarify how are you applying your obligations under the Consumer Rights Act 2015 in this situation? I would like to understand this, as I do not feel as though you are fully considering sections 19 to 24 & 30 to 31 which are pertinent to this matter Consumer Rights Act 20157. Please could you clearly articulate what next steps you propose to resolve this matter in line with the Consumer Rights Act 2015? It should be noted that this instance of this issue was reported to you 1st June 2026, at the time of writing I have been without my vehicle & significantly inconvenienced for 19 days.RegardsJohn Robertson

Fantastic service by Hugo. Bought my first car since becoming disabled, a Sandero Stepway. Hugo made the whole process plain and simple to understand the terms and conditions of the purchase. Made myself and my wife more than welcome, was a real gentleman.

Hiya, this is Alexia Ashton im on the Motability Scheme with you i have been trying to get in touch about my car as its with the repair since 27th of May no one has been answering the phones and only getting through if i rang and put through the sales team and they said they will get someone to ring me back what never happen! The only time i have spoke about the car is when we come in person 2 weeks ago spoked to the mechanic saying there was nothing wrong with the car and discuss how and when it happened as the RAC seen it as well. Got asked has it been a hot day when it happened and i said yes but on my perspective its shouldnt really matter what the weather is for the car to function like its supposed to. I been ringing almost everyday i cant get through to yous and i would like to make a complaint about it as this is stressing me out. All i really want is to be treated the same as a normal paying costumer and treat with respect and know about whats going on with the car i am paying you with. Thankyou!My details and the car details isAlexia AshtonDacia Jogger PX75 YDHKind Regards,Alexia

we bought a dacia spring from a non franchise dealer reg no NV74 YCG. the dealer offered to pay for missing spare key. After over 12 attempts to get an answer to the phone I drove up to your branch to sort it. the selling dealer has offered to pay for the key. I was told by your service department they couldn't send a proforma invoice initially, but after some lengthy discussion they agreed after sending an email to my dealer asking for authorisation. He replied with company details within 5 minutes. 2 weeks after enquiring I was told your dealer still hadn't sent an invoice. and had emailed asking for an email to send invoice to??I attempted to speak to service today. no answer after 3 calls. I then called sales who said you hadn't been paid.and couldn't order key until paid. I told them no invoice sent. Then told key is ordered in anticipation. Service is appalling and wasted my time. If I finally get a key I promise I will not deal with you again or recomend you

Serviced my car on Saturday. Car handed back with keys no comments other than passed its service and tried to get me to service again (B Service) as only 4k to its bigger service at 48K. Took my car to independent MOT test on the Monday (as you were unable to provide this service at a convenient time). Car promptly failed MoT - Tyre tread below legal limit. Your service sheet had indicated a problem (not communicated verbally) but quoted tyre depth as 3.3/3.3/3.3 but noted inner edge wear. Front drivers side also had edge worn comments but measured 4.2/4.2/4.2. Rear tyres no issues. MoT has all three other tyres under advisory action - tyres worn close to legal limit (edges). I would like this to be a formal complaint so please advise how I take this forward. Previously had no issue with the quality of the services at your garage, get both my cars serviced there. I have tried telephoning you for the last 2 hours but nobody seems to be answering the phone.

I had a missed call from Charlie regarding my finance on Tuesday 15 April. Today 16 April I phoned lookers 5 times starting at 9.15am. 1 call Emma told me he was in meeting but she would leave a note to call me back. 2nd call didnt get answer. 3 rd call a male answered (no name) Charlie had a customer but he would get Charlie to call back. 4 call no answer. 5th call Charlie had another customer. My PCP ends in August but I doubt I will be going back to Lookers Carlisle.

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,