Good communication

My car came in for a free 'Health Check' and to ascertain what was wrong with a minor steering fault. I provided a Diagnostic report, which was done free of charge by another garage, for your Service Department to identify the part required (which turned out to be a Steering Angle Sensor).I was charged a whopping £177.60 for another Diagnostic report.When I collected my car, I was quoted three different labour times/cost of the part by three different members of staff.The quality of customer service at that dealership is exceptional poor, so much so that I bought my car from a dealership in Bradford instead of going back to Lookers.

because Staff were very efficient and explained well

Never Again!

When I purchased my car, I purchased a 4 year service plan. I called to book my car in for the final service on January 2nd 2026, mentioning I had a service plan. I was told by the person on the phone that they would make a note of the fact I had a service plan. They booked me in for 31st January. The day before my service, I received a phone call telling me that my service plan expired on December the 19th so I would have to pay. I was also told there is one month's grace period where the service would be honoured, but that expired on January 19th.My issue is as follows: for one, any expiration on a service agreement is unethical. You have taken my money, it makes no difference to you whether you complete the service on January 19th or 12 days later. I'm not asking for anything free, just something I have paid for.Secondly, when I called, there were still 17 days within which you could honour the service agreement. 17 days during which I could have been contacted to move my booking forward, yet nothing was done. It almost feels like the branch waited until I was outside of my agreement before contacting me with that information.I would accept the following resolutions. A refund of the value of a major service or the honouring of the orginal service agreement. Otherwise, I will look into escalating this complaint through trading standards. Please treat this as a formal complaint in accordance with your policies and procedures.

I used the website to look at an offer and see what you were offering for my current vehicle. Then I'm getting 3 phone calls a day I never asked for and videos emailed to me

I haven't a response to my latest enquiry. I initially enquired about Dacia Duster Cargo 4x4, got a response about the Dacia Spring Cargo. I then replied to that email saying that my company was interested in the Dacia Duster Cargo 4x4 and that we may require 2 of them and i still haven't had a response after 6 days

Disappointment with initial offer. Especially trade in price. Actually the worst of many offers I had had.

Silly valuation of my car

Dear Sir/Madam,Subject: Formal Complaint Regarding Misrepresentation and Deceptive Sale of Dealership-Specific Warranty for Dacia Jogger Purchased in July 2025 – Request for Immediate RectificationDacia Jogger VX22JBE / Agreement Number LOOK1179552I am writing to formally complain about the circumstances surrounding my purchase of a used approved Dacia Jogger (registration VX22 JBE) from your dealership on 17th July 2025. Specifically, the sale of a 48 month maintenance and repair warranty that was presented as a standard Dacia protection plan but has now been revealed by Dacia to, in fact, be a separate policy restricted solely to Lookers-Stockport. I believe this constitutes deceptive practice, as key information was intentionally omitted during the sales process, leading to an unreasonable and impossible arrangement that undermines and functionally removes the value and purpose of the warranty. I am writing to demand that this be rectified without delay.Background information:On 17th July 2025, I purchased the vehicle from Dacia-Renault Stockport. Gary Smith, the senior sales executive who handled the enquiry and sale in it's entirety, was fully aware that I reside in Bristol and would be travelling to collect the car from there, as this was discussed during our interactions. For example when we discussed on the phone the collection date, Gary asked how I wanted to do it given that I was in Bristol, and I explained that I was happy to get the train to Stockport, work remotely, then collect it around 4-5pm. During the enquiry and discussions which took place by phone and by email, I explicitly expressed my interest in a warranty to ensure comprehensive coverage for any future repairs, and I was sold a 4-year plan commencing from the date of purchase. I was clear to Gary that the main specification I wanted from a family car was the reliability and peace of mind of having a warranty. I explained this in detail on the phone and was clear that this was my primary criteria for buying the car. This led us to discussing the warranty a number of times, as I wanted as long a term as possible. At no point during these discussions was I informed that this was a "dealership-specific warranty plan," meaning it is only valid for services and repairs at your Stockport garage, which is 183 miles from my home—a journey of around 4 hours each way. Emails between myself and Gary on July 12th 2025 talk about the Warranty, and no indication is given that I will need to drive 183 miles every time the car needs seeing.Last month I logged on to MyDacia to look at my service schedule, and upon looking at the dashboard noticed that all of the Warranties and Breakdown policies were shown as ended. I wrote to Dacia to ask for my documents to be uploaded, which was when I was informed the first time that the policy was not what was sold to me. A Dacia Customer Support Manager informed me that "After raising this with my admin team, they have advised that this is a dealer‑specific warranty package, as it is not one of our products." This was when I was first informed that I did not have a Dacia Warranty.The paperwork was only presented to me upon arrival for collection of the car, once I had already got the train from Bristol to Stockport, and I signed it under the assumption that the warranty provided the standard, nationwide protection typically associated with such plans from a manufacturer-affiliated dealership like yours. I was not given the opportunity to review the terms and conditions in advance, nor was the restrictive nature of the warranty communicated verbally or in writing at any point. Had I known that the warranty was geographically limited to your single location, I would not have proceeded with the purchase, as it renders the coverage functionally useless for routine or urgent repairs. The small print, which I did not have adequate time or forewarning to scrutinise, does not excuse the salesman's failure to disclose this critical limitation—especially given my disclosed location. This omission feels deliberate and misleading, designed to secure the sale without full transparency.This situation is not only deceptive but also profoundly unreasonable and impractical. If a minor fault develops, I would be forced to drive 183 miles to have it assessed, during which time the issue could deteriorate significantly, potentially leading to complete breakdown, safety risks, or voiding of the warranty due to worsened damage. Such a requirement defies common sense and consumer expectations for a warranty sold by a reputable dealership. It places an undue burden on me as the customer and shows a lack of good faith in the sales process. Under consumer protection laws, including the Consumer Rights Act 2015, sellers are obligated to provide clear, accurate information about products and services to avoid misleading consumers. I firmly believe your dealership failed to meet these standards.To resolve this matter satisfactorily and avoid escalation to external bodies such as the Motor Ombudsman, Trading Standards, or small claims court, I require the following actions within 14 days of receipt of this letter:1. Convert the warranty to a nationwide plan that is valid at any authorised Dacia-Renault service center, at no additional cost to me, thus restoring the oral agreement of the warranty originally made when purchasing the car2. If conversion is not possible, provide a full refund of the £12,593.00 I paid for the car and warranty, and take the car back from me3. Confirm in writing that these changes have been implemented, along with an apology for the misrepresentationPlease respond in writing to the address above, confirming receipt and outlining your proposed resolution. If I do not receive a satisfactory response within the specified timeframe, I will have no choice but to explore formal action to protect my rights.I look forward to your prompt attention to this serious issue.Yours sincerely,Michael Osborne