Lookers BMW Stafford refused to sell me a BMW X3 for the screen price unless I bought the car using dealer finance.I wanted the car, declined the additional insurance & warranty products & had arranged a loan at a much lower rate but was told by the salesperson, having consulted with her boss, that you wouldn’t accept a bank transfer of £30k from Lloyds Bank with me paying the £5999 balance by card.I expected my BMW buying experience to be better. Perhaps you should put it on your website to inform buyers that if you’re not buying insurance or paying higher APR financing through the dealership to not bother wasting your time. Overall I’d score you a 0/10.

FORMAL COMPLAINT: Outstanding Refund of £250 Holding Deposit – [Vehicle Reg DN75 ZFH]

Dear Sales Manager,I am writing to express my disappointment regarding my recent enquiry about the BMW X5 45e registration DP72 HNF.Yesterday, I was in contact with your sales team and understood that a package was being put together for me in relation to the purchase of the vehicle. Based on those discussions, I believed the car remained available and that my interest in proceeding was being actively progressed.However, when I contacted the dealership today, I was informed that the vehicle had been sold.I appreciate that vehicles can sell quickly and that dealers may be dealing with multiple interested customers at the same time. However, I am struggling to understand why a package was being prepared for me if the vehicle was already at such an advanced stage with another purchaser, or why I was not advised that there was a significant risk of the vehicle being sold in the meantime.I would be grateful if you could clarify:* When the vehicle was formally reserved or sold.* Whether another customer was already in the process of purchasing the vehicle while discussions were taking place with me.* Why I was not informed of the vehicle’s status while the package was being prepared.The vehicle was very well specified and was exactly the type of car I had been looking for, so naturally this has been a frustrating outcome.I look forward to your response.Kind regards,Stephen Bywater

I have emailed on several occasions a list of issues and i have been told after sales will contact me no one has i have a vehicle i cannot use! absolutely disgusted

purchased vehicle on 28th May, was listed as having 39717, once he got home checked the vehicle over the following day to discover mileage was actually 43730, called dealership up and was advised he would receive a call back. never received a call back. called this monday to chase it up and spoke to Charlene who advised that the deal was still in his favour. have identified a like for like at a different dealership for near same price but actually does have 39500 on the clock and this is what customer was looking for, a vehicle with less then 40k miles on the clock

purchased approved used BMW on 30th March, and was advised they would get holding deposit (£250) aswell as trade in surplus (£2400) within 10 days but still awaiting it and when chasing it up gets advised they will receive a call back but is yet to receive call back aswell.

Ref: DN23XYX (3 Series)Dear sir,This is my 4th BMW in succession but I feel that it might well be my last - and it is not as much about the car principally, it is about Service Management / Admin - not about the Technicians.A little history:Early last year the car’s large display changed itself periodically, seemingly at random. No fault code was evident. I suspected external electronic influence may be the problem as on one occasion the display went off as I passed a hand-held radar check and on another occasion a mild thunderstorm set of the alarm but no other vehicle in the vicinity (M-B-, Volvo etc.) was affected.. So I wanted the problem to be put on the car's record in case it got more serious when the can ran out of warranty.So I reported my wish firstly by using the website form but got no response. I then obtained the Stafford Service Manager's email address and communicated via email but with no response. After about a month I followed this up with another email copy thinking the original may have got overlooked but again no response. I went into Stafford and left messages with reception asking him to ring me but never got a reply. I next called and asked if there was a chance I could speak with him (albeit without an appointment). I was told that he would see me but after about 15 minutes I had to leave as my wife had an appointment. So explaining this I asked if he would ring me and was told this would be no problem. I never did get a call back from him or meet him. However, a couple of days later I did get a call from a lady as I was driving down the motorway. I was not comfortable holding a conversation at speed and asked if she would call me the following day but have never received any further communication on the matter.The display still changes (home screen/all apps/full size map) occasionally.Now to the current problem which is my cause for complaint. You will see eventually why I have just discussed the previous communication problem at length as a pattern emerges.I am quite convinced that the salesman, Karl Garrod, told me that the cost of my MOT would be nil up to and including the one due on the car’s 5th birthday.Stafford told me that it was unlikely that they would be be able to perform the 1st MOT as they had a problem with their equipment but I could take it to Mercedes, Stafford. As I have a 5yr Service Plan and free MOT (so I understood), I asked Stafford if BMW would handle the arrangements and this was confirmed as the plan. I decided to check out the free MOT before hand as I could not find a reference in my paperwork but was very sure my recollection was accurate. So I rang (24/04/26) Stafford Service switchboard (or so I thought) and spoke with Charlotte who investigated whilst I was on the phone and eventually found to her satisfaction that my MOT would be at no cost as I had I plan commencing on the 7th of June. I asked if this could be put on the car’s record so we did not have to go through this again and this she agreed to do. (My wife recalls overhearing this last part of the conversation). I was very pleased with Charlotte.So I go into Stafford (15/05/26) to book the MOT. I mention to a lady booking Service appointments about the free MOT and am told that the cost of the MOT is never free. I explained what I had been told the salesman and backed up by Charlotte only to be told ”We haven’t got a Charlotte’. As nothing could be found on the records about the free MOT she said there was nothing further she could do. I understood her position but was not happy. Could Charlotte be perhaps at Stoke or a Call Centre? Could we call the Call Centre? No number for it was apparently available. She promised to investigate but as they were extremely busy (she had already told me this when I asked to have brief word with a technician about the response time of my auto-dipping headlights, declining my request saying “Mine is like that. That’s how they are”.) But it would not be possible until the following Monday and she would call me with the result of her enquiry for Charlotte. I have received no response.I decided to try to find Charlotte myself. A call to Stoke informed that she did not work there. But unlike Stafford they readily gave me the Call Centre number and put me through to it. Charlotte did indeed work at the Call Centre but was not at work that day, so first I explained to Zain who said he would listen to our conversation of the 24th and ring me back. Very quickly I had a call from Craig who told me I was not eligible for free MOT. I asked had he listened to the recording of our conversation to be told that he had. I strongly doubted this to be true as there was insufficient time for him to locate and listen to our conversation. Listening to the last few minutes would have resulted him hearing me being told the opposite. I asked in that case if under the circumstances, a goodwill payment could be possible. he said he would certainly approach his manager about it. I have had no call-back from them.The following Monday I decided to try to recontact Charlotte who picked-up my call. On explaining my situation and reminding her of our conversation and the wish that its outcome was put on the car’s record, she soon re-confirmed that I was indeed entitled for free MOT and could not understand why it was a problem to Stafford. She promised to communicate with them. That afternoon I had a call from Sophia at Stoke who told me I was not eligible. I asked if her call was result of communication with Charlotte to be told it was. Not understanding why Stoke were involved I explained my position and asked if to she would get back to Charlotte to clarify her understanding which she promised to do. She also offered to escalate the matter to her manager who would get back to me. I have not received any further confirmation from them.I am extremely annoyed with broken promises from the initial sale through to the earlier unwillingness to your Stafford Service Manager to make contact in writing or the face-to face and the ongoing Service Department / Call Centre staff continually not fulfilling promised actions. I spent a not inconsiderable amount of money on my car and feel I have not at all well looked after.Rightly or wrongly, I feel that there is an ethos at Lookers for some employees to fob customers off with a promise they have no intention of keeping, ignoring them, or refusing to communicate with them. I don’t know if this is due to pressure from above or general indifference.I am requesting that you investigate my complaint thoroughly and put the matter right. Service staff are very keen to seek out a score of 10 on their personal performance but there are (with one possible exception) no high scores merited here.Yours faithfully (+ angrily + disappointedly ),John Bennett01889 80361107758 452456

I have already raised a compliant about Michael Edwards, who continues to ignore my email requests for the refund of my pre-paid extended warranty. I have sold the car before the policy started, and Michael informed me that this cost would be refunded in this case.The warranty company, RAC, have told me that the dealership is required to refund the monies as the policy hasn’t yet started. This issue has been going on for months, and in this time Michael has only responded to one email - following my first compliantI am awaiting the refund of £700

I haven't received a response from Lookers Crewe and Stafford, so I would like to contact you for assistance.I bought my car (YB21NHX) together with an RAC warranty (warranty agreement number 1188260 with the start date of 22 September 2026) from Lookers Stafford. The warranty agreement (dated 22 September 2025) states that the first inspection will be completed at the start of this plan.Should I book an inspection with Lookers?Alternatively, if an inspection is not necessary for the validation of warranty, please can you or Lookers confirm in writing?

Dear SirsI’m writing to file an official complaint.I asked to be sent my finance agreement.It was a simple request that has been ignored by several emails and several telephone calls to branch (Stafford Lookers).Its been over a month and still I wait.The reason I do not have the intial email is because I was sent no fewer than 6 agreements on the day I purchased the car and all were deleted in the debacle.It’s unacceptable that I have not been sent a copy of this documentation. It’s a legal requirement.Without the papers I can’t manage my account online and I do not know who to call now that my vehicle has developed a fault.I await your response and a copy of the agreement (and or its number so I can access it on line).Belinda McGinleyGrey BMW X3 HH20 BEL