Took wife’s Duster in for its first service Friday 27 March dropped off at 8.30am at approx 2.30 pm gets call to say there is a Red recall on vehicle and I carnt get car back until replacement part sorted however unable to say if this will take 2 days or 2 weeksOffered a hire vehicle which a link came through at 4.30 pm after I rang again chasing link filled in all the details for hire car through nexus solutions ?Who have a terrible reviews for customer service It’s now Saturday 15.30 and nothing no phone call tried a number for them they. Loses till Monday rang lookers Newcastle spoke to a nice lad but once again he was unable to help with the situationMy wife has hospital appointments to get to and I’m now having to take time off work to take herI would like someone to look in to this and get the part needed to fix her car on Monday ! If lookers can not get the part then let me know exactly which part and I Witt buy it and have one delivered myselfThis is the first car we have bought from you and although the buying part was great this is leaving us with the thought of never using lookers againPlease sort this out on Monday and give me a callThankyou k copley

While trying to get a status update on my car that they have been unable to look at for a month now I heard the lady on the call tell her colleagues that she could kill this customer. So unprofessional and unpleasant. I was only asking for some specific details and when I might get my car back.

Poor communication, maintenance planning and customer service. I have received no indication of when my car will be finished and no support in terms of a courtesy car, which has led to missing 5 days of work to date and still no indication of when I will be able to collect my car. Considering I was told it was 1 days worth of work when I dropped the car off on Wednesday 4th March. After calling everyday for an update and collection date I'm no further forward because I can't get a straight answer off anyone. It feels very passive and dismissive when I ask for answers and today tuesday 10th I asked service staff at 12.30 for a call back from a manager and I'm still yet to receive a call. I'm disappointed because over the period of 4 years, this years service department experience has been stressful and poor compared to the previous 3 years where my experience has been very high level in terms of communication and turn around time. It feels like my car is constantly being pushed to the back of the que of priorities and 5 working days in unacceptable considering the last time my car had the same issues it took 1.5 days to complete.

I have missed a call from Sam in relation to a complaint I have submitted. I have tried to call back 0161 5604538 and the number keeps cutting off. Iv been asked to provide the name of the garage where the repairs took place. This was Lookers Newcastle. Many thanks

I collected car tonight after almost 3 weeks waiting for the repairs to be carried out. I was told initially that the car would be returned cleaned and carpets removed and dried thoroughly and properly. I do not believe this has been the case as the floors were still dirty and clearly had not been removed to dry/clean. Even the rear car mats were both left as we had left them in the wrong footwell. When I got in the heater was on ‘Hi’ and I suspect the car had possibly been left running to dry out using fuel to avoid actually removing and drying out correctly. We were left without car as we were advised that it was ‘in bits’ waiting for the part on back order. Just confused as to how the carpets / mats can still be filthy if they were ‘cleaned and dried’.

I picked up an ex notability vehicle on 10/10/25it the stopped on 29/11/25I called breakdown at 09 .45 and RAC came out at 10.00 to be informed they had to send adifferent recover out. I waited till 16.00 I asked to check the cylinder head gasket but was told it wasn’t needed. Yes it was. I was later informed that the cylinder head had issues not just the engine after several weeks of to and froing the gm has now called saying he know nothing of what has happened.( as I said to him why. The buck stops with him) I don’t have any confidence I just want my money back that your company were happy to take for a car that is not fit for purpose and may I say dangerous

Concerns breakdown with no warning on the 11/08/24 and my wishing to return the car due to it only being just over 4 months old and Arnold Clarke in Dundee /Dacia saying it would not be under warranty.I did contact Lookers Newcastle Dacia Dealership where I bought it from as TMO said I had to give them the chance to respond at the end of September when I was told all this and they stated it did not concern them and that was their final word - they did not inform me that I could complain to you or even should to move things forward (I have evidence of this contact / they also assured me at the time they employed “Black Box” capture of all phone calls which would prove this further yet now you seem to be denying that you had the opportunity to offer a final decision) I then took the matter to Luke Broad (Brand Ambassador) and he passed the investigation to Deepa (Executive Agent Dacia UK - Case Reference: 4-23894836) who made a final offer, so I thought I could ask TMO to move forward. I have followed every process that any party has told me must be followed yet now you are stating that you haven’t had the opportunity - this is now 3/4 months later and I have been without a car all this time and been subjected to continued trauma from the initial incident and had to deal with many obstacles.I am not dropping this as there is no way you can excuse a £30k (approx) car having such a catastrophic breakdown without warning after 4 months so I am within my Consumer Rights to evoke “not fit for purpose” and ask for a full refund - due to my treatment I may now pursue further compensation for mental and physical stress that I have had to endure through legal channels and I will also consider going public on the entire process naming all organisations involved and their part in making my life a nightmare.I have tried to avoid this, keep the matter private and have tried to remain fair throughout this process to all parties but have not received the same treatment in return, so now I feel I have limited options open to me - the consequence of this is any beneficial resolution is now remote while detrimental effects are probable for all parties who have been involved, something that was totally avoidable.So you can have your up to 8 weeks to make me a formal offer in writing - please do not contact me via phone, as I now no longer accept that even though I can prove it has happened it has any standing. I will keep gathering evidence during this time to add to my case.FOR CLARITY / CONFIRMATIONToday’s date is Tuesday 20th January 2026 and if you do not respond with final offer in 8 weeks I will pursue it further.

see attachments for all correspondence from the customer

Good Afternoon.My name is Mr Paul Jarwick.I would just like to provide some General Feedback concerning my recent visit to your Lookers Dealership at Benfield Road -Newcastle.On Tuesday 21st October.On that day i was driving my Dacia Duster-Reg NL65 WZH(which i originally bought from your Dealership in 2017) when my Front Windscreen Wipers suddenly stopped working.When I got home i rang a few garages to see if they could help.Your Newcastle Dealership was very helpful in that they suggested if I brought the car up they check to see whether it was the Fuse which had gone.Unfortunatly that was not the problem which stopped them working.While I was at your Dealership one of your managers suggested-even though it wasn't booked in-that if I left the car at the Dealershipthey would hopefully be able to look at the car -maybe the Wed/Thu to see if they could Diagnose the problem-which I thought was most helpful at the time.I rang back the Dealership on the Thursday afternoon to get an update on the progress and they informed me that they were about to run a Diagnostic to see if they could find the problem.When I rang up on the Friday morning the Dealership then informed me that they needed to do a more intensive Diagnostic to further investigate the problem.-Which they would not be able to do till the Following Monday-(I was informed at the time that this would be done at a cost of approx £378.00)Obviously this concerned me and as well as the fact that it was nearly going to be a week where I didn't have a car to Drive I decided to go up and collect the car and bring it back home.(Thankfully on that day the Weather was dry and I was able to get home without incident)In the mean time I decided to try and find a Mobile Mechanic who could do a Diagnostic and hopefully fix the Problem.I managed to arrange this through the RAC who came out to my home this morning Monday 27th October.He managed to find the problem which was a Broken Wire and a Blown Fuse which he Diagnosed and Fixed within 30 minutes.He did remark that the wire which was broken had not been replaced properly back in it casing/suggesting to me that this had already been looked at by 1 of your mechanics at your Dealership.In summary-although I wasn't charged any cost by your Dealership-why wasn't this problem spotted earlier and possibly rectified.I just felt i was getting Fobbed Off whilst the car was at your Dealership with what the problem was when it seemed so clear from the visit of the RAC this morning .In Conclusion it is hardly a good advert for your Dealership and your Company and it is somewhere where I won't be doing business in the Future.As I said I was not charged for any work you done-whatever that was-of which I was grateful-but felt severely let down by the Standard of Professionalism and competence on this occasion.I would appreciate your thought on the above .Yours SincerelyMr Paul Jarwick

I had a £248 service on my car. It was dropped off at 8am last Friday and I had no feedback at all about what issues there were. I contacted the branch and was told the service was finished and I could collect the car in 30minutes or so at around 16:30. When I arrived at the branch I was told that the tyres I asked to be fitted when I dropped the car off were not fitted (You had actually marked them as needing urgent attention on your service report but had not put new ones on as I requested when I dropped the car off nor did you inform me of the urgent need to repair so the repair could be actioned before I came to pick up the vehicle). In addition you said both brake lights needed new bulbs as they were not working but you hadn’t replaced them nor had you advised me before I came to pick up the vehicle that they needed replacing (You quoted about £3.60 per bulb to replace them subsequently ). So I was given the vehicle back to drive away with no brake lights and tyres that you said in your own report needed to be replaced urgently. In addition I was told that an exhaust part needed to be replaced. You proceeded to order that part and the car was booked back in for the following Tuesday (You said the exhaust part would come in on the Monday). I was very concerned about not having brake lights so I bought x2 bulbs and got them fitted by a different garage (It took them 10minutes and they did it straight away compared to your x3 working days notice requirement as they said it was dangerous driving a vehicle without brake lights). I drove the car back to your garage on the Tuesday but was told the exhaust part hadn’t arrived and was on back order and you couldn’t say when it would be supplied. I asked you if the car was safe to drive and you said it wasn’t as the exhaust could come off and potentially cause a hazard to other road users. I was quite shocked at that because you didn’t inform me of this on my first visit i.e that the exhaust was dangerous and also you didn’t bother to inform me the part hadn’t arrived on the Monday. So in summary I was driving around for several days in a vehicle that poised a dangerous hazard (Your words) without being informed by you. This along with the brake lights and tyres that you did not replace shows a serious lack of care towards a customer and also the general public. I have since disposed of the car. I have been a customer of Benfield Motors and Lookers for a good 20 years and I have bought several cars from you. I also recommended to my employer that we buy a car from you and they did purchase a vehicle. However this recent experience and the blatant failure in your duty of care leads me to the conclusion that this recommendation was ill judged to say the least. I will give you the courtesy on the back of being a loyal customer for over 20years, which by the way you didn’t afford to me, to respond to this complaint before I consider what additional actions should be taken.