PLEASE SEE ATTACHMENT FOR THE FULL COMPLAINT

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

Complaint no 88283610 had no contact/ reply , was stated I would be contacted within 14 days, been 21 days now and no updates/ communication regarding my BMW that had to have a CAD replacement after coming in for an airbag recall . Reg no T8 WON. Paul Smith 07716882219 .

Richard James Thorley82 AshwoodLongtonST31DPLookers Stoke-On-Trent BMWRadial ParkBede RoadStoke-On-TrentST4 4GUDate: 03/06/2026Vehicle Registration Number: NL17 NUMVehicle Make and Model: Mercedes-Benz C43 AMG 4maticDear Sir/Madam,Re: Formal claim under the Consumer Rights Act 2015On 21/04/2026 (signed documents – needing a PDI check & MOT then front discs and pads (then both front callipers and trim underneath ? – was never told the trim part name required and was a substantial delay?) (Took delivery on the 1/05/2026, I purchased and took delivery of the above vehicle from your dealership for the total price of £19354.58 with Motonovo Finance).On approximately 20/04/2026, I thought it was caused by the weather. I reported it to Lookers Stoke BMW on 29/04/2026, and I discovered that the vehicle is not of satisfactory quality and is not as described, in breach of the Consumer Rights Act 2015. The specific fault(s) are:• Gearbox Fault Origin Caused by the exhaust valve sticking. The inspected garage might have rectified it, but I can't confirm, as it was handed over to me in a dangerous condition.• Spring Snapped• No under tray (snapped in half?)• Twisted front brake hoses on the front, same as the front discs, pads, and callipers, replaced• Non-genuine lower arm fitted (causing it to rub against the front left alloy wheel,should have been picked up on MOT Test and PDI checks.• Tyre rear low on inner edge – should have been an MOT advisory.As I have owned the vehicle for over 30 days, I am requesting that you repair or replace this vehicle at no cost to me, as per my rights under the Consumer Rights Act 2015. If you are unable to carry out a repair or replacement, I will expect a full or partial refund. Please contact me within 14 days to arrange for the collection of the vehicle, organise the repair, or process the refund.I have enclosed copies of the vehicle receipt, service records, and I have got visual video evidence and health check that the car is not fit for purpose as evidence.Yours faithfully,RICHARD JAMES THORLEY03/05/2026

Dear BMW Customer Services,I am writing to raise a formal complaint regarding a BMW Approved Used vehicle that I purchased from your dealership on 28thMay 2026.Within four days of ownership, the vehicle began making an unusual noise. I contacted the dealership on 1 June to report my concerns and was advised that, as there were no warning lights on the dashboard, the vehicle was likely safe and there was nothing to be concerned about.However, when the noise became significantly worse on 2 June, I contacted the dealership again. A BMW technician was sent to inspect the vehicle and identified a serious safety issue. I was informed that both front wheels were loose, bolts were missing from the nearside front wheel, including the locking wheel bolt, and that the vehicle was unsafe to drive. The technician arranged for the vehicle to be recovered for further inspection.I am extremely concerned that a vehicle sold as a BMW Approved Used car could be delivered in this condition. More concerning still is that I had already reported the issue the previous day and continued driving the vehicle following the reassurance I received. During this time, I had my three children travelling in the vehicle. Had a wheel detached while driving, the consequences could have been catastrophic.I would therefore like BMW to provide:• A full written explanation of how this vehicle was supplied with loose wheels and missing wheel bolts.• A copy of the vehicle’s pre-delivery inspection (PDI) documentation.• Written confirmation of all faults identified during the inspection and any repairs carried out.• Details of the goodwill compensation BMW intends to offer in light of the significant safety risk, distress and inconvenience caused.Given the seriousness of the defect and the fact that the issue arose within days of purchase, I am also considering my rights under the Consumer Rights Act 2015 and would appreciate your urgent response before deciding how I wish to proceed.I look forward to hearing from you as a matter of priority.Kind regards,Chloe Betley

I received a reminder from BMW Lookers that my wife's car was booked in for service. This reminder had my company details on it. This is strange as my wife's car has nothing to do with my company. My wife spoke to the service team when she dropped off her car, and asked that my company details were removed from the service record for her car. She was told that the new system Pinewood, would not allow the change, because there is outstanding finance on my new vehicle. These two vehicle are not linked in any way, and I am deeply concerned that your system has made this link. Furthermore, there is NO outstanding finance. The service assistant showed my wife and I her computer screen with a screenshot (from Pinewood) showing a value equivalent the cost the gardx treatment and minor damage insurance that I have paid to Lookers Mercedes Wolverhampton. A completely different car, from a different dealer! This explains why when I contacted the minor damage insurance company they have not heard of me or my car. Mercedes Wolverhampton explained that they have had issues with their new system (Pinewood) and that the data associated with the had not been processed to the insurance company. They didn't tell me that the Pinewood system shows an outstanding payment, when it has already been paid. The BMW garage subsequently shared an email with a message from Pinewood which saysMB Wolverhampton Sales will need to process the deposit on their end before you can make changes to the CRM record within BMW Central stock’. I request that you get back to me with a clear timeline showing when all of these data issues are resolved, along with an assurance that it wont happen again. I await your response with great interest.

Hello James, Still not had an update from you or payment to my account for what was promised last November. It seems that BMW is not honouring its agreements. Maybe I'll cancel my direct debit on the car for a month in lieu

Dear Sir/Madam,I refer to my previous email dated 8 May 2026 regarding the outstanding refund for the returned BMW part associated with Credit Note 6424.The part was returned to your store on 31 March 2026 and acknowledged by your team. Despite this, I have still not received the refund to my card, nor any meaningful update regarding when payment will be made.This delay is now approaching seven weeks and is completely unacceptable.Unless the refund is received within 7 days of this email, I will proceed with:a chargeback claim through my card provider; anda formal complaint to Lookers Head Office.Please confirm urgently:the refund amount;the date the refund has been processed; andthe refund reference number.I look forward to your immediate response.Kind regards,Colin HulmeMotors Direct Ltd

I am writing to formally express my dissatisfaction with how the recent recall for my vehicle (MM71 OLN) has been handled.My wife had this appointment booked for over a month. The extended lead time was specifically due to the requirement for a courtesy car while the work was carried out. Despite this being made clear at the time of booking, upon arrival she was told that no courtesy car was available and was instead offered a taxi.This is simply not acceptable. After waiting that length of time, to then be told on arrival that the agreed arrangements could not be honoured shows a serious lack of organisation and customer care. It caused unnecessary inconvenience and completely undermines confidence in your service.If a courtesy car cannot be guaranteed, that should be made clear at the point of booking, not after the customer arrives having made arrangements around it.I expect:A clear explanation as to how this situation was allowed to happenAssurance that this will not be repeatedProper arrangements put in place to complete the recall work without further disruptionI would appreciate a prompt response and confirmation of how you intend to resolve this.Regards David Allcock

Can't understand why I was unable to pay for a £2600 bodyshop repair using a credit card. Wasn't told in advance that it would need to be a bank transfer - or at any point until I came to pay for the repair. Never provided with a payment policy which set that out.Very unusual - and means I have no protections in the event of a problem with the repair.Very disappointing (customer service left a lot to be desired too - 'company policy' quoted and no other explanation offered).