completed deal over the phone on Saturday with Charlene, was advised only required to provide mileage and registration, even offered to provide images but advised it was not required. had agreed to bring the Part-ex down today and complete the hand over but have been advised after arriving that the car they are Part-ex'ing has been modified and will no longer be taken and the new released to them. customer unhappy with the way this has all been handled and the level of service provided by Toby

I made an appointment for a service for my car at 0830, but the work had not started by 12.30 and it was 15.30 before I could collect it. I was told that it needed a new battery and that this could be fitted that day at a cost of about £250. I declined this . When I went to collect it, I was told that I would receive a survey and the agent asked me to score them 10 out 10 for service.I took the car to another provider and it was seen on time. This garage said that was nothing wrong with the battery and did not charge me for the time taken to establish this.Why was an appointment made at the main agent and then ignored. I wasted a whole day.Why was I told that I needed a new batteryWhy is it a requirement of your company to give your agent a maximum score in a survey. I was told that anything less than this score would be treated as a fail, which invalidates any results

Very pleasant people but the workshop is poor. Handed car back to me with a warning light flashing which wasn't there before. Took a while to sort it out - i actually sorted it out myself whilst they tried to work out what to do. The tyre we agreed they'd fit wasn't the make and model i'd actually paid for and agreed would be fitted - a cheaper alternative was fitted that i've now rejected. The rear number plate they insisted on fitting for the MOT fell off after an hour and i've since found they've over filled the cooling system. Not exactly inspiring, is it ?

When doing the MOT you found i needed a new tyre. You called me (should be recorded) and we agreed a price of £132 for an identical tyre to be fitted. Just got home and have discovered that you've fitted a Goodyear Eagle F1 asymmetric 3 instead of what was on, what's on the other side and what we agreed which was a Goodyear Eagle F1 asymmetric 6. The 3 is an inferior and cheaper tyre and not what we agreed. I've now paid over the odds for an inferior tyre and have mismatched tyres on the front as the 3 and 6 are very different tyres. Please advise because i'm not at all happy as the situation stands. Thanks, Chris.

Letter of ClaimDear all - attached is formal correspondence in relation to the above vehicle requiring your urgent attention.

Dear Sir/Madam,Please find attached my formal notice of rejection regarding the above vehicle, which has also been sent to the supplying dealership.The vehicle has been subject to ongoing faults since purchase and, following an independent inspection, significant concerns have now been raised regarding previous collision damage, the quality of repairs carried out, and the vehicle's overall safety and suitability for use on the road.As detailed in the attached correspondence, I am formally exercising my final right to reject the vehicle under Section 24 of the Consumer Rights Act 2015.I have requested a written response no later than 20 July 2026 confirming:· Acceptance of the rejection;· Confirmation of a full refund; and· Arrangements for return/collection of the vehicle.I would be grateful if you could acknowledge receipt of this correspondence and confirm that the matter has been logged and allocated to the appropriate department for review.Kind regards,Jack WainwrightAttachments:· Formal Notice of Rejection· Email dated 15 June 2026· Email dated 17 June 2026

Hi TeamOn Sunday 28 June, I ordered a vehicle - YG75 RNV a mini cooper from Stafford Lookers and agreed a price for my part exchange. The salesperson inspected my vehicle and took pictures and was aware I was putting my number plate on retention the next day.I received a email from Mini on 28 June to advise a collection date of 3 July 2026. On 30 June after 16:00 I received a call from the salesperson to sign documents electronically. I opened the documents quickly on my phone and rang back as could see errors on the part exchange, vehicle registration, colour and mileage. I was told by the salesperson the details couldn't be changed on the form, they had agreed the part exchange and to sign. We exchanged some emails after and after reviewing the documents on the computer and the declarations required, I was not comfortable in signing as information wrong. I decided to arrange for all the forms to be printed and to make the amendments by hand and take into the dealer before work at 08:30 Wednesday 1 July.The salesperson phoned again at approximately 18:20 on Tuesday 30 June to sign the forms electronically. I advised I couldn't as incorrect and making false representations, I said happy to talk to manager there if the salesperson couldn't make the amendments and would drop the amended paper documents off just after 08:30 the next morning.Incorrect information on the eforms included - registration number, mileage - mine has done nearly 63,000 as opposed to 25668, the colour is blue as opposed to black, I have a valid MOT, the forms say not and the V5 is in the post as personalised plate put on retention as of 29 June 2026.I have received no contact from the salesperson or dealer since I dropped the documentation off on Wednesday 1 July. I was told they were in a sales meeting and unavailable. I sent a follow up email to the salesperson on Wednesday evening, to ask when the vehicle would be ready so could arrange payment and insurance.I also paid for the paint guard extra on 30 June 2026. Yesterday I received the same eforms reminders to sign which are factually incorrect. This also includes I have insurance for the vehicle, I can do this when collection date and time has been agreed, as I need my current vehicle insurance to be valid to drive my car. I also signed above vehicle order form to say agree to purchase vehicle but couldn't sign to confirm receipt of vehicle.As it stands I do not know if the sale and part exchange is going ahead as my amended forms have not been acknowledged, As you can appreciate I cannot sign incorrect forms as making false declarations.Please can you help, the whole situation is causing distress and inconvenienceThanks in anticipationAlison

Jack helped me with a tricky technical issue I had with my car. He was kind, helpful and patient. An exemplary member of staff

YH24 NWAWent in to Stafford on the 16.6.26 for:Wiring recallHealth checkmicrofilter changeBrake fluid check.I was charged in excess of £500 which looks to be a large overcharge. Could you please check and advise.

Dear Customer Services,I am writing to formally escalate my complaint regarding a BMW vehicle purchased from Lookers BMW Stafford on 4 October 2025.I initially contacted the salesperson, Joseph, regarding concerns about the condition of the vehicle and the response I received following an inspection carried out by North Oxford BMW. Although I received an initial reply, I have not received any response to my follow-up email requesting further clarification and supporting inspection records.The vehicle remains within the 12-month warranty period and has covered only approximately 3,900 miles since purchase. Following the inspection by North Oxford BMW, I was advised that:• A knocking noise from the front right-hand side may relate to the front top mount and offside drop link
• Both front and rear brake pads are significantly worn
• Both front and rear brake discs require replacement due to excessive wearMy concern is not simply about warranty coverage, but whether these components were in satisfactory condition at the time the vehicle was supplied to me. Given the relatively low mileage driven since purchase, I believe it is reasonable to request clarification regarding the vehicle’s condition and pre-sale preparation.I would also like to express my concern regarding the condition of the brake discs and brake pads. If the vehicle was fully inspected and prepared to BMW and Lookers standards before sale, I do not understand how all four brake discs and brake pads could require replacement after only approximately 4,000 miles of driving. In my view, this suggests that these components were already significantly worn at the time the vehicle was supplied to me.In addition, I am disappointed that the knocking noise and suspension-related issue are not being considered under the warranty. Given the relatively low mileage covered during my ownership and the short time since purchase, I do not believe this outcome is reasonable or acceptable.I previously requested copies of the pre-sale inspection report, vehicle health check, and preparation records, including any measurements or advisories relating to the brakes and suspension components. Unfortunately, I have not received a response.I would therefore appreciate it if this matter could now be reviewed by the customer service or management team. I respectfully request:• A copy of the vehicle preparation and inspection records
• A review of the condition of the brakes and suspension components at the point of sale
• Consideration of goodwill assistance towards the reported repairs
• A formal response addressing the concerns raised in my previous correspondenceI would be grateful if you could investigate this matter and respond within a reasonable timeframe.Kind regards,Ananthu Byju