please see attachments for customers scanned complaint

On the 20th June we visited BMW Stoke to source an approved used car. We met your used car sales executive Mitchell Hayward and discussed what we were after and were advised there were 2 cars suitable which we could view / test drive the following day. We agreed and returned to the dealership on Sunday 21st June at 2pm as arranged.On arrival we were informed that one of the cars we were due to inspect / test drive had previously been sold and that it should not have been on an available list. We then spent an hour looking at the second vehicle and taking it for a test drive. We were happy with that vehicle and spent 2 hours negotiating a package and price and left a £500 deposit. The following afternoon (Monday 22nd June) we contacted Mitchell Hayward to discuss our next steps, but were then informed that the car we had left the deposit for had also been previously sold. How can that happen at a main dealer??He apologised, and said that he had found another car which we may like to consider. He apologised profusely and did seem to want to make amends. We agreed to take time out to consider this alternative. However as the alternative vehicle was a different colour and more expensive we declined and requested our refund on Tuesday 23rd June.It was not until the 26th June that Mitchell Hayward emailed asking for our bank details to arrange the refund. Why this could not have been paid back to the card we made the deposit from immediately was not explained.How can a main dealership offer 2 cars, both of which had been previously sold, allow us to test drive a sold car and even take a deposit on that second vehicle? We find it astonishing and beyond belief that you systems are so out of control, we could have paid the full price for the car there and then and we would now be talking about significant issues not just £500. It may even be borderline deception to allow a customer to purchase a vehicle that has already been sold. I wonder if the actual buyer knows what happened?So, back to the refund.. We requested a refund on the Tuesday 23rd June, the dealership waited until the 26th before coming back to us to request bank details. We chased again numerous times and left messages with the garage all to no avail as no refund had come through. Mr Mitchell contacted us via email on the 7th July asking us to confirm receipt of the refund, which we clarified as not being received. We have again contacted the garage on the 8th & 13th July to chase up this outstanding refund but on both occasions been unable to talk to Mr Hayward so messages left with reception who advised they would also copy the message to Sam the manager as well as Mr Hayward.As of writing this complaint we have not had our refund, not had any emails since the 7th July and no phone call / messages / emails to inform us as to when we will get our refund.Our visa account which the deposit was paid from is now chasing funds to close off the balance outstanding and we are soon at risk of incurring interest fees which we are looking to recoup from BMW Stoke if payment is not immediate.We are so annoyed and frustrated by the lack of professional actions and lack of empathy from BMW Stoke to complete this refund and sincerely apologise for the distress caused.We are keen to recieve this refund and close this matter, but should we remain outstanding by the end of this week we will have no hesitation to refer this to a solicitor and to pursue you through the small claims courts.We await your attention and response.

Dear Customer Service & Resolutions Team,I am writing to make a formal complaint regarding my recent vehicle purchase from Lookers BMW Stoke-on-Trent.As part of my purchase, I entered into a separate finance agreement for a GARDX treatment. I have now made two payments towards this agreement. However, when I collected my vehicle on 31 May 2026, I was informed that the GARDX treatment had not been carried out and that my vehicle would be collected at a later date for the treatment to be completed.Since then, I have made several attempts to arrange this. I was later informed that collection of my vehicle would not be possible. In an effort to resolve the matter, I suggested taking the vehicle to a more local Lookers branch, which was agreed. Despite this, the treatment has still not been completed, and my subsequent emails have largely gone unanswered.I am therefore paying for a product that has still not been supplied over a month after collecting my vehicle.I also raised a separate query regarding my part-exchange vehicle. I have not received confirmation that I am no longer the registered keeper and have been unable to obtain a response from the dealership when requesting an update on this matter.I would appreciate the following:* Immediate arrangements for the GARDX treatment to be completed at the agreed local Lookers branch, or alternatively cancellation of the agreement and a full refund of all payments made.* Written confirmation of the status of my part-exchange vehicle, including confirmation that the change of registered keeper has been correctly notified to the DVLA.* A full written response to this complaint.If these matters cannot be resolved within 14 days of this email, I will have no alternative but to escalate my complaint to The Motor Ombudsman and, if necessary, pursue the matter through the appropriate channels.I hope this can be resolved promptly and without the need for further escalation.Yours faithfully,Paul Webster

purchased vehicle in april 2026, has an issue with the buttons on the left hand side of the steering wheel for the functions and concerned warranty will expire before he can get a booking as no-one stipulated what warranty his vehicle came with

Having trouble getting an issue resolved under warranty - I live in Aldershot a long way from the dealership - they suggested using a local lookers to sort the issue but my local lookers insist that it goes to a Jaguar dealer - the jag dealer in West London cannot see the car until early August after the initial warranty has exoired

I am writing to formally raise a complaint regarding the handling of the repair on my car and the provision of a courtesy car. I have contacted BMW UK on the advice of yourselves but have now been redirected back to yourselves.Timeline of events:1. My vehicle (BMW i4) registration: SH04 TUN broke down and was reported on 19 June 2026.2. The vehicle was recovered on 20 June 2026 to Lookers BMW Stoke.3. I was provided with a courtesy car on 20 June 2026.My complaint relates to the courtesy vehicle provided. I have been supplied with a hybrid petrol BMW X4, which is not comparable to my fully electric BMW i4 and has resulted in both financial and practical disadvantages:1. Increased running costs:I currently charge my electric vehicle at a fixed cost of approximately £20 per month. Moving to a petrol hybrid has significantly increased my out-of-pocket expenses for fuel, which I would not otherwise incur, this is costing me £90 each week to fuel.2. Insurance limitations:My husband is insured to drive my BMW i4; however, the courtesy vehicle is insured for me only. This has created unnecessary inconvenience and restricted normal household usage.3. Not like-for-like:I have specifically requested an electric replacement to reflect my original vehicle. I have been informed that this cannot be accommodated due to a “no swap” policy and that the current vehicle is considered “like-for-like.” I do not agree with this assessment, as the difference between electric and petrol/hybrid vehicles materially impacts both cost and usability.I am now two weeks on with no progress on my car repair, in fact my car didn't move or make any progress last week, it was not even unlocked!I would like to complain about the length of time and lack of clarity on who to resolve my issue with related to the courtesy vehicle I have, I absolutely appreciate the courtesy car and wouldn't mind for a few days, however, given the length of time this is and appears to be going on for, I would like for a review of:1. Is there a provision of a fully electric courtesy vehicle equivalent to my BMW i4, or2. Appropriate financial reimbursement for the additional fuel costs incurred, and3. A review of the position that the current vehicle is “like-for-like,” given the clear differences in operating costs and practical usage.I would appreciate your prompt attention to this matter and a response outlining how you intend to resolve the issue. I have a case number with BMW UK who have now closed the case and asked me to contact you. Can the response please be in writing as I am keeping all data for a potential claim with the motor ombudsman.

I have requested multiple times for a SAR on my data and no response. I also requested contact from Simon Kemp on the matter which hasn’t happened

Hi, my car was in for work covered under warranty a couple of months ago. Upon collection I found a small scratch on the bumper. The sales agent took pictures and advised that someone would be Intouch to arrange repair. I received no communication.A couple of days later someone called to ask if everything went okay, I again raised the issue and was promised a call back but have had no further communications.Please can someone sort this?I've kept the car in pristine condition since new, taking it to a mains dealer I would have expected better. I understand that accidents happen but I find it hard to believe that however it occured the person that did it wasn't aware of the damage and also then failed to rectify. Secondly, the complete lack of aftercare service and communication is very poor and will certainly factor in on the next car I have.Regards,Matthew WeathererBMW ix2, FD74UXT

I reserved vehicle registration DW24 HEJ through your website on 9 June 2026 and paid the required £250 refundable reservation deposit.After reviewing the sales proposal with your team, we were unfortunately unable to reach an agreement. The valuation offered for my part-exchange vehicle was considerably lower than expected, and I also discovered that the mileage advertised on your website was inaccurate. As a result, I decided not to proceed with the purchase.On 11 June 2026, I formally notified your team by email that I wished to cancel my reservation and requested the return of my £250 refundable reservation deposit. In that email, I thanked your team for their time and made it clear that I no longer wished to proceed with the transaction.Since then, I have sent several follow-up emails requesting an update on my refund. Despite my repeated attempts to resolve this matter amicably, I have received no acknowledgement or response whatsoever. I have retained the full email correspondence, which clearly evidences my refund request and the complete lack of communication from your business.My point of contact throughout this process has been Sam Dolan, BMW Used Car Transaction Manager. I am extremely disappointed by the poor level of customer service and the failure to respond to multiple reasonable requests. A refundable reservation deposit should be returned promptly once a customer cancels the reservation, particularly where the cancellation has been communicated clearly and acknowledged by the available email records.It has now been almost three weeks since my refund request, and there has been no explanation for the delay, no update on the status of the refund, and no response to any of my correspondence. This level of customer service falls well below the standard I would expect from a BMW retailer.I am simply requesting the immediate return of my £250 refundable reservation deposit. If this matter cannot be resolved promptly, I will have no alternative but to escalate my complaint further, including through BMW UK, the relevant Alternative Dispute Resolution service or the Motor Ombudsman, and, if necessary, seek recovery of the funds through my card provider or the appropriate legal channels.I sincerely hope this will not be necessary and that this matter can now be resolved quickly by processing my refund without any further delay.

I requested cancellation of extended warranty through the website & subsequently several emails to Lookers customer service. I've had no response other than repeated asks for the same details from Lookers customer service. It's been almost a month since my initial request.