Customer Commentsdeposit paid for £500 paid 01.03.26. Cust hasnt received a refund for the money as he cancelled the purchase.

I had a really poor experience having my car services at Crewe. I booked a service on my app but also phoned to check how long it would take and say I would need to wait for it. When I arrived I was told they would see what they could do but it wasn’t booked for me to wait. I planned my whole day around what I was told was a 1.5 hour wait. I booked it for 11:45 am and had to practically demand it back at 2:25 pm despite telling them I had a 2 pm appointment elsewhere.I got no further information and was told to take a seat. The whole experience was really poor. Interesting how I never got asked for feedback, no email / text nothing.Never got the email / paperwork I was told I would get because I had to leave in a rush. I was told my car would be washed and vacuumed but it wasn’t despite it being well over the 1.5 hours I was told it would be.Also it may be worth explaining to staff that if a member of their team does not communicate information internally that is not the customers responsibility. I don’t train your staff !I was made to feel I was being unreasonable because I didn’t have hours to sit there drinking coffee !I have no idea what was done. In fact I have little confidence anything was done.Really disappointed.

Here’s a stronger, more assertive version that keeps the tone professional while making it clear you expect action and accountability:I purchased an Approved Used BMW from Lookers BMW Crewe in March, with delivery taking place in April.Following delivery, I carried out my own inspection of the vehicle and immediately identified that different branded tyres with mismatched tread patterns had been fitted across the front axle. Concerned that this did not meet BMW Approved Used standards, I contacted BMW directly, who confirmed that this configuration is not compliant with the requirements of the BMW Approved Used programme.I subsequently raised the matter with Lookers BMW Crewe and was instructed by the Used Car Sales Manager, Tim, to provide photographic evidence and, at considerable inconvenience and cost to myself, arrange a vehicle health check with my local BMW dealership.That inspection has now been completed and formally identified the tyre discrepancy as a cause for concern, fully supporting the issue I originally raised.Despite now having:* photographic evidence,* confirmation from BMW UK, and* an independent BMW health check validating the issue,I have been informed that Lookers BMW Crewe is refusing to accept liability or take corrective action.This position is completely unacceptable.The facts surrounding the vehicle have not changed since my initial complaint, so I fail to understand why I was instructed to spend further time and money gathering evidence if the dealership had already predetermined that it would refuse to rectify the issue regardless of the outcome.More importantly, this vehicle was sold under the BMW Approved Used scheme, which carries an expectation of manufacturer-standard preparation, safety, and quality. A vehicle presented with mismatched tyres across the front axle clearly falls below that standard.I am therefore requesting that Lookers BMW Crewe immediately resolve this matter by replacing the front tyres with a matching premium pair that fully complies with BMW Approved Used standards, at no cost to myself.Should this matter continue to be dismissed, I will have no option but to escalate the complaint formally through BMW UK and pursue the matter further under the Consumer Rights Act, as the vehicle supplied is not consistent with the standard advertised at the point of sale.I look forward to your prompt response and a satisfactory resolution without further delay.

i brought a used bmw when i spoke to the sales man he told me he would service the car and MOTit i paid cash for this car every thing was going fine until I said I did not want any of the products on offer i asked for a full tank of fuel and i was told by his manager because he had given me £200 off he was loosing money which i found it very hard to believe as i work for Mercedes when i went too pick the car up i was told the service had not been done because it didn't need one. two weeks later i got an e-mail from the service dept saying my car is due for a service so why was i told it didn't need one

cust has looked in to purchasing a vehicle however has been declined 3rd party finance. He really would like to deal with Lookers but finds this very difficult as you are going to charge an addition £3,000 commission Is there something you can do about this.

Dear Sir/Madam,I am writing to raise a formal complaint regarding the condition of my vehicle following a recent service carried out at your Crewe branch.I dropped my car off on Monday 27th April 2026 for an oil change service and collected it on Saturday 2nd May 2026. Other than general cleanliness of the car, upon driving the car home everything initially seemed fine. However, the following morning I discovered significant issues with the interior condition of the vehicle.There were multiple noticeable scratches on the centre console, particularly around the gear selector area. In addition, there was visible residue consisting of sand and water in the same area, suggesting that something had been spilled or mishandled during the time the vehicle was in your care. More broadly, the overall cleanliness of the interior was markedly worse than when I had dropped the vehicle off. This is particularly concerning given that the service documentation I received indicated that the vehicle had been checked and signed off as clean.I returned to the dealership on Tuesday 5th May 2026 and spoke with Chris, the manager, who inspected the vehicle. While he was able to clean the sand and residue from the console, he ultimately advised that the scratches were not caused by his team and suggested they may have been caused by me, potentially from items such as water bottles, which does not make sense.I must firmly dispute this. The vehicle is in excellent condition, which Chris himself acknowledged. I am the sole and predominant driver of the car. I do not have children or pets, and I do not wear watches or carry items that could cause such damage in that area. I am confident that the scratches occurred while the vehicle was under your care.Given the above, I would like this matter to be taken seriously and investigated properly. The car is financed through BMW (PCP) and I am wanting to return the car in 2027; albeit this damage is going to penalise me.I am seeking an appropriate resolution, which should include replacement of the damaged interior trim, as well as an explanation as to how the vehicle was signed off as clean when it was clearly not. This is not the service that one would expect from a certified BMW dealership, and I would appreciate a prompt response outlining how you intend to resolve this issue.Should a satisfactory response not be given, I will write to the ombudsman.Best,Damien Clarke

Leading up to Christmas my x5 went in for a recall upon collecting it after the recall damage was done to my electronics causing idrive to not work lock button hazard light button to not work and me electric mirrors don’t work trying to get them fix it was pointless as when it went back in the second time is wasn’t done so I asked for a sheet of all the work it needed which the found so I could book it back in after Christmas got nothing I emailed a few times got nothing back so I’ve had go to a bmw specialist who I had to pay £2,000 to fix all the damaged wires that I assume were damaged when the air bags were changed shame because I’m a avid bmw fan who loves bmw cars I was shocked how this has all Been handled

I went to collect a car with my son on 25-4-26 at BMW Crewe, despite being told we would be there around 11am due to getting off the 3.30am sailing the salesman or car were not there.After the car arrived the salesman arrived shortly afterwards.He was clearly in a rush and was not offering to allow us a good viewing or test drive of the car.After spotting issues with the car I advised my son not to proceed.The salesman became agitated and got pushy to get my son to the Post Office to tax the car.While they were away I discovered more faults with the car and on their return I said we would not be buying the car.I asked for a Manager as the salesman was becoming aggressive in my opinion.My son has learning difficulties and broke down in tears at this point.After a bit of discussion despite being told we had to take the car I pointed out we could return the car within 14 days and it was within that time.The Manager was of the view the Fiesta trade in had been transferred but at no time did the salesman bother to inspect or transfer it.It now appears my son is expected to pay a fine of 250 pounds as the car has another owner.The car had a chip and crack on windscreen both of which had been badly repaired previously,a dent on door which needed repairs and painted.I also found a blemish in the paint which in my opinion was overspray from a previous repair.The salesman said he would speak to his boss on Monday, but made on commitment to fix the issues and if we were closer they would carry them out and we could return later.We spent 16 hours traveling to a car that was not of showroom standard, paid for a ferry and fuel and as is our legal right returned the car.The fact we didn't take or even drive the car and had we been given the opportunity we would have not purchased.As my son has only received information today from the salesman, I am disappointed that the Sales Manager could not have reached out to find out what happened in his absence.We purchase approved used for a reason and this was well short of service and standard of car I would expect.

cust went to purchase a vehicle on Saturday and paid in full, however when he arrived it was not as stated and wished to withdraw from the purchase. Sam was dealing with the customer. he is looking for thee full refund of the vehicle.

cust purchased 22.03.26 1 series. cust picked the car up on Sunday cust wouldnt get the documents when everyone was back. Invoice, mot, hpi report, warranty and breakdown. cust sent chaser and called on numerous occasions. cust found a mileage discrepancy. might have to wait a further 2 weeks.