I am raising complaint regarding an unresolved cancellation and full refund for a "Maintenance and Repair Plus" insurance policy (Plan Number: LOOK1180673, Platinum Plus Cover Level). I have sold my vehicle, so the cover is no longer needed. The policy has a future start date of 27/07/2026.The timeline of events is as follows:- 2nd June: I called plan provider, The Warranty Group Services, who referred me back to the dealer as I was told cancellation has to be proccessed by the dealer and transferred my call to Lookers BMW Stoke. The reception tried to pass me to a relevant team member without success. I was told I would receive a callback, but no callback was received.- 3rd June: I called Lookers BMW Stoke again. I was initially given same callback excuse, but I insisted on speaking to someone since I had already called previous day. I was finally put through to a staff member who looked into my request, took my bank details for refund and assured me it would be processed in a few days.- 25th & 26th June (Thursday & Friday): Having received no funds, I called on both days to check progress. I was met with the exact same response: "an email has been sent to a colleague and they will call you back." No callbacks happened.- 29th June (Monday): I called again. The reception acknowledged my multiple attempts and tried to transfer me to a manager. The manager was unavailable and same promised callback never happened.Desired Resolution:Because this notice of cancellation is served well before the 27/07/2026 start date, I am entitled to a full 100% refund. I request that Customer Service and Resolutions team ensures this policy is marked as cancelled immediately, provides written email confirmation of the cancellation, and immediately processes my bank refund.

To whom it may concern,I am writing to raise a formal complaint regarding the £500 deposit I paid for a vehicle, which remains outstanding.The deposit was paid on 06/06/2026. On 09/06/2026, I contacted your dealership to request clarification on whether my finance application had been approved. During this interaction, I spoke to a member of staff who advised that Mitch (the salesperson who took the deposit) was not present and would return my call. I did not receive a call back. I was subsequently sent an email, to which I replied asking how long refunds would take; however, this query was not answered.Once I was later informed that my finance application had been declined, I requested a refund. Despite this, I have still not received the funds, and the refund is now over 20 days overdue.For clarity, I have outlined my further attempts to resolve this matter:• 11/06/2026 – I called again and spoke to another member of staff who confirmed Mitch was not available and would call me back. He did not.• 18/06/2026 & 19/06/2026 – I spoke to Sam, who again advised Mitch was unavailable but would check and call me back. Sam later confirmed Mitch had not processed the refund, but assured me that he had now resolved this and that the funds would be returned within 3–5 days.• 22/06/2026 – I called again and asked for Sam. Another staff member responded dismissively, stating that “it has been processed” and that I should “just keep checking” my bank. At this point, I had already been waiting over two weeks.Despite multiple assurances and repeated follow-ups, I have still not received my refund.This level of service and lack of communication is unacceptable.Under the Consumer Rights Act 2015 (Section 52), services must be carried out within a reasonable timeframe where none is specifically agreed. Additionally, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (Regulation 34), refunds must be issued without undue delay and typically within 14 days.Furthermore, under the Motor Ombudsman’s Motor Industry Code of Practice for Vehicle Sales, businesses are required to act fairly, provide clear terms regarding deposits, and handle transactions in a professional and timely manner. Based on my experience, these standards have not been met.Given that:• My finance application was declined• The purchase did not proceed• No clear written terms were provided stating this deposit was non-refundableI expect the full amount to be returned immediately.I would also like to note that I have always held BMW in high regard and would have welcomed the opportunity to purchase from your dealership in the future. However, this experience has unfortunately affected my confidence in doing so.Please treat this matter as urgent. If the full refund is not received by 30/06/2026, I will escalate this complaint through your formal procedures and refer the matter to The Motor Ombudsman. I will also consider pursuing recovery via my payment provider, including chargeback or Section 75 of the Consumer Credit Act 1974, where applicable.I request written confirmation of:• When the refund has been processed• The method of refund• The expected date of receiptI expect this matter to be resolved promptly.Yours sincerely,Brandon GittinsTel: 07510683487

Dear all,As I have had no response about this issue from anyone and you have failed to provide what I asked for, I have since sought an independent diagnosis, fix, and report from an experienced BMW automotive specialist.The fault was traced to a relay costing £30, which has resolved the issue.This has raised serious concerns about the accuracy and integrity of BMW, which I have intuited for a while.I have previously requested copies of the diagnostic findings from the issue with the roof last year, which had a 2-year warranty included on it, which apparently didn’t include the circa £2000 ‘pump’ replacement that needed to be conducted in addition to the £800 I spent last year.Please treat this as a formal request for copies of all documentation, technician notes, diagnostic reports, and customer records relating to the diagnosis of my convertible roof fault, for 2025 and 2026.If any of the information requested is considered ‘personal data’, please also treat this as a subject access request SAR under UK GDPR law.Given that I spent circa £800 last year and was advised that this new issue would cost in the region of £2000; the latter being resolved with a £30 relay, I require a full explanation of how the diagnosis on the 2025 and 2026 fault was reached.As you have purposefully ignored my calls and emails for so long, the content and requests made above have also been submitted to BMW UK customer relations and the senior management team at Lookers Motor Group.Thereafter, if it is not resolved satisfactorily, the complaint will be sent to the Motor Ombudsmen.Regards,Ian Comerford

I am writing to formally raise a complaint regarding the outstanding matters associated with my vehicle purchase, which remain unresolved despite repeated attempts to obtain an update.The salesman Christian Middleton did not transfer my private plate as requested, sadly i had to drive away from the dealership on the original number plates.For clarity:£1,000 deposit paid on 14 May 2026£47,500 vehicle trade-in completed on 22 May 2026I have now owned my new vehicle for more than a month. During this period, I have made multiple telephone calls and sent several emails requesting updates regarding:The outstanding refund.Replacement number plates, as those supplied were defective, with fingerprints visible beneath the reflective backing.Provision of the GuardX kit, which formed part of the agreed sale package and is evidenced within our email correspondence.I have also previously sent a recorded delivery package containing a copy of the V5C and written confirmation from BMW Financial Services confirming that I have been fully disassociated from my previous vehicle.Despite this, I have received no meaningful update, no resolution, and no indication of when these matters will be addressed.What is particularly concerning is that my trade-in vehicle was sold weeks ago as is evident by the sold photo on your website, yet the agreed refund remains outstanding. Bank transfers typically clear within 3–10 working days, and I am now significantly beyond that timeframe.Given the value of this transaction and the time that has elapsed, this level of aftersales service is wholly unacceptable and has fallen well below the standard I would expect from a BMW retailer.I therefore require written confirmation of the following:The outstanding refund and the date it will be processed.Confirmation that the agreed GuardX kit will be supplied.Confirmation that replacement (X2 MJW) number plates and screw caps will be provided.If Lookers BMW Stoke-on-Trent does not intend to honour any of these agreed items, please confirm this explicitly in writing so that I may pursue the matter through the appropriate channels without further delay.I would add that I took the time to leave a very positive review following my vehicle purchase, as my experience during the sale process was excellent. It is therefore extremely disappointing that the dealership's failure to resolve these relatively straightforward issues has ultimately overshadowed what should have been a positive customer experience.Should I not receive a satisfactory response and resolution within 7 days of the date of this letter, I will have no option but to escalate the matter formally through BMW UK, Lookers Head Office, and any other appropriate consumer channels without further notice.I look forward to your urgent response.Yours faithfully,Michael Walker.

I viewed an M5 on the 2nd of May 2026 , BMW Stoke agreed it need brakes , tyres and a service so i paid a deposit and left.The week after was told it showed as it had altered software and therfore couldnt be sold as BMW approved used, and asked if i still wanted the car . Also it had a cracked coil spring so they would replace all 4 . I agreed to still go ahead with the sale provided they serviced the gearbox and diff oil which they agreed. After waiting for the springs to come into stock (2 weeks) the work started.Fast forward 2 weeks later and i was informed it was nearly ready for collection and could i pay the balance (£35.000) which i did. Was then told the passanger seat module had a fault and needed changing but was told would be ready for collection the week after. So i booked time off work , only to be told the day before i was due to collect that BMW head office were questioning the software issue ( that was noted 4 weeks earlier) and was told by the salesman that workshops couldnt give a date when the car would be ready. I was refunded my money the day after only to see the car back up for sale on Autotrader the same day. I wasted 5 weeks waiting for a car that ended up "not being able to sell me" And still as of today is for sale on line.The only reason i am happy for the 1 star is Adam the salesman kept me informed all the way through and was a decent enough bloke.

I am writing to formally raise a complaint regarding the customer service I have received from BMW Lookers Stoke-on-Trent during my ongoing new vehicle purchase/process.The process began on 19 February 2026, of which since that date have experienced repeated delays, poor communication, and a lack of responsiveness that has left my confidence gone in both the dealership and the purchasing process.Throughout the process, I have had to persistently chase for updates from my Sales Executive, Jordan, who has recently apologised for the failings in communication and service. However, despite these apologies, the issues have remained and continued.On 8 May 2026, I spoke with James Downing (New Car Sales Manager) directly and requested a full PCP illustration. During that conversation, I was advised that James was unable to provide this because the vehicle configuration/account being locked. Since then, I have made further requests through Jordan for the required PCP illustrations to be shared, which is disappointing as basic and simple ask. On the last two occasions, the information provided contained incorrect information including annual mileage and incorrect APR figures, meaning the quotations were not suitable and/or accurate for review as the customer in this process.Given the ongoing issues, I requested on 15 June 2026 via Jordan that Swindells that James Downing contacted me directly to discuss my ongoing and increasing concerns. Although I responded promptly to an email suggesting a call at 10:30 the following day, I am still awaiting a call and have received no further communication 8 days later and counting.The level of customer service throughout this process has been unacceptable. Without question, this has been the poorest customer experience ever encountered whilst purchasing a new vehicle. The repeated delays, inaccuracies, lack of proactive communication, and failure to respond to escalation requests have caused frustration and have significantly diminished my confidence in proceeding with the purchase.As recently mentioned to Jordan Swindells, I have been fortunate enough to experience the new car process a number of times, of which have never experienced customer service and experience like this. I have approached the last 4-months since initial contact with patience, balance and understanding, that delays and humans errors can be made. However, having now allowed this time to pass, I just want to summarise a few of the new cars I've purchased from 'New' whereby the experience has been enjoyable, informative and professional in approach.PE60 WLU - Audi A3 (Blackburn Audi)PN63 ECJ - Audi A3 (Blackburn Audi)MX14 XGM - Audi TT (Manchester Audi)PK64 UOU - Audi S3 (Preston Audi)PK16 WDU - Audi A4 Avant (Blackburn Audi)PE16 ENY - Audi TT (Blackburn Audi)OY67 WRX - Audi S3 Sportback (Oxford Audi)LS67 LVC - BMW 320d (Enfield BMW)OY70 XHO - Audi S4 Avant (Oxford Audi)LJ72 HPN - BMW M340d Touring (Berry Croydon BMW)Above is not for status in anyway, it is simply to show and demonstrate I am very familiar with the New Car buying process, having experienced the process with Marshall, Swansway, Bowker, Berry, Williams and Sytner group to name just a few.Regrettably, I now wish to cancel my new vehicle order with immediate effect. The standard and level of customer service received since 19 February 2026 has been wholly lacking and has ultimately diminished my confidence in both the dealership and the purchasing process. Given the repeated failures in communication, the delays in providing requested information and inaccurate finance quotations, and the lack of response from management despite my escalation, I have no desire to continue with this purchase. I have zero interest in buying a vehicle where the customer experience has been so consistently poor from start to finish.I request this feedback is provided directly to Paul Atkinson as Head of Business and Jack Bourne as Business Manager, on behalf of Lookers BMW Stoke-On-Trent, as points of escalation.If this formal complaint is even acknowledge I will be astounded, as seemingly customer service and experience is not a priority at Lookers BMW Stoke-on-Trent.Kind regards,Christopher Carpenter

Following email sent to you 17/06/2026 @ 23:03 see below, and previous emails sent with no responses or confirmations of emails received, I have now received part payment of £6,800 which is £500 short of the original £7,300 owed.Can you pay the outstanding payment of £500. I feel due to the inconvenience caused while waiting for the promised payment from 02/06/2026 I only think it is only fair to pay the cost of the Unlimited Parking Assistant Professional @ £340 for my vehicle before leaving my review on various review sites including Trustpilot.Copy of 2nd email sent, 17/06/2026, through the Lookers online link:URGENT! This is the 2nd time I’ve had to send a complaint to yourself following no response in helping me to recoup monies owed to me by BMW Stoke-in-Trent.Original email sent to yourself:Vehicle Registration: ND72 LJOCustomer order no: 278987I collected and took ownership of the vehicle on 02/06/2026. Part of the sale was a PX and a reimbursement of £7,300 and the sales person, Kai Elkington, took my bank details and said the balance would be in my bank account within 3 days. To date we have not yet seen this payment.Also, I sent an email. 05/06/2026 to Kai Elkington asking him for the Digital Key Card for the vehicle as I’m unable to use some of the features and I wish to purchase the unlimited Parking Assistant Professional @ £340 but I am still waiting for this product key.I sent another email, 12/06/2026, asking the for a date of the payment and again about the Digital Key Card but still have not had any response from him.Unfortunately, this is my only option has I don’t have the managers email.Please action this urgently.I’ve put all my faith in Lookers BMW Stoke-on-Trent carry out a service, transaction which they’ve not upheld and, therefore, I’ve been out-of-pocket to a sum of £7,300 and, also, unable to use my car as I want to since 02/06/2026.If I don’t receive an urgent response I will have no option but to take to Social Media and, also, serve a Statutory Demand followed by a Winding Up Order for non-payment.Communications from yourselves and BMW Stoke-on-Trent is very poor especially when there’s monies involved.Malcolm Newman

URGENT! This is the 2nd time I’ve had to send a complaint to yourself following no response in helping me to recoup monies owed to me by BMW Stoke-in-Trent.Original email sent to yourself:Vehicle Registration: ND72 LJOCustomer order no: 278987I collected and took ownership of the vehicle on 02/06/2026. Part of the sale was a PX and a reimbursement of £7,300 and the sales person, Kai Elkington, took my bank details and said the balance would be in my bank account within 3 days. To date we have not yet seen this payment.Also, I sent an email. 05/06/2026 to Kai Elkington asking him for the Digital Key Card for the vehicle as I’m unable to use some of the features and I wish to purchase the unlimited Parking Assistant Professional @ £340 but I am still waiting for this product key.I sent another email, 12/06/2026, asking the for a date of the payment and again about the Digital Key Card but still have not had any response from him.Unfortunately, this is my only option has I don’t have the managers email.Please action this urgently.I’ve put all my faith in Lookers BMW Stoke-on-Trent carry out a service, transaction which they’ve not upheld and, therefore, I’ve been out-of-pocket to a sum of £7,300 and, also, unable to use my car as I want to since 02/06/2026.If I don’t receive an urgent response I will have no option but to take to Social Media and, also, serve a Statutory Demand followed by a Winding Up Order for non-payment.Communications from yourselves and BMW Stoke-on-Trent is very poor especially when there’s monies involved.

Vehicle Registration: ND72 LJOCustomer order no: 278987I collected and took ownership of the vehicle on 02/06/2026. Part of the sale was a PX and a reimbursement of £7,300 and the sales person, Kai Elkington, took my bank details and said the balance would be in my bank account within 3 days. To date we have not yet seen this payment.Also, I sent an email. 05/06/2026 to Kai Elkington asking him for the Digital Key Card for the vehicle as I’m unable to use some of the features and I wish to purchase the unlimited Parking Assistant Professional @ £340 but I am still waiting for this product key.I sent another email, 12/06/2026, asking the for a date of the payment and again about the Digital Key Card but still have not had any response from him.Unfortunately, this is my only option has I don’t have the managers email.

I am disappointed to be writing this complaint, but after repeatedly raising concerns with several members of staff during the purchase of a vehicle from Lookers BMW Stoke, the issues have continued and, unfortunately, further problems came to light when I collected the car today.From the outset, the buying experience has been extremely poor. We arranged an appointment to view the vehicle, having driven over two hours, only to arrive and find that staff were unaware of our booking. The vehicle was not ready for viewing, had not been MOT tested, and had not been valeted. While we were disappointed, we were assured that matters would improve. Sadly, they did not.Following the viewing, we provided a list of issues that required attention, including damaged alloy wheels, a paint chip on the bonnet, scuffing to the front bumper and the overall presentation of the vehicle. We were assured these items would be addressed and were also promised a full tank of fuel as a goodwill gesture. A revised collection date was agreed, but the vehicle still took an additional week beyond that date to be prepared.Throughout this period, communication was poor. We repeatedly had to chase for updates, paperwork contained errors that required correction, and obtaining accurate information proved unnecessarily difficult. There were several occasions when we considered withdrawing from the purchase altogether, but ultimately decided to proceed because I wanted the vehicle. We had also discussed the possibility of supplying number plates for my private registration and some BMW cleaning products as a goodwill gesture; neither materialised.Given the delays, we expected the vehicle to be presented to a high standard upon collection. Instead, the first thing we were told on arrival was that a dent had been discovered on the driver's door and had not been repaired. We were informed that we would need to arrange the repair ourselves and then seek reimbursement from Lookers. This falls far short of the standard I would expect from a BMW retailer.Having travelled a considerable distance, we simply wanted to complete the handover and return home. However, once home it became clear that the vehicle had not been properly prepared. The paint chip on the bonnet remains, and the vehicle has clearly not been valeted to an acceptable standard. The interior was heavily dusty, to the extent that my son could write his name on the rear headrests. There is visible green staining on sections of the convertible hood, particularly around the rear window. I have attached photographs taken upon our return home which clearly demonstrate these issues.In addition, the vehicle is missing a can of tyre inflation foam, and no service history, paperwork or owner's manual was provided. While I appreciate some information may now be available digitally, this added to the overall impression of a poorly prepared handover.I would appreciate written confirmation regarding the agreement that we may arrange repair of the dent in the driver's door and subsequently be reimbursed by Lookers. Furthermore, given the condition in which the vehicle was supplied, I believe it is reasonable for Lookers to cover the cost of a professional valet. As we live over two hours away, returning the vehicle to the dealership for this work is impractical. In any event, given our experience to date, I have limited confidence that the work would be carried out to an acceptable standard.I fully appreciate that this was a used vehicle. However, the value of the vehicle to me is significant, and throughout this process we have felt like an inconvenience rather than valued customers. We expected the same level of service afforded to any BMW customer and have been repeatedly let down by your team.I would therefore ask that you review this matter personally and confirm how Lookers intends to resolve the issues raised above. I would appreciate a response within seven days. Failing that, I will have little option but to escalate my complaint directly to BMW UK.I look forward to hearing from you.(email also sent to Paul Atkinson, Head of Business directly with images)