Took my car in for a airbag recall free of charge told ready for picking up, when arrived at dealership told car won't start . Diagnosed with CAS control system failure £697 charge I believe failure was caused by water ingress caused by power washing of car by Lookers getting to the battery unit.

Observation first examination on Saturday 2nd May & 3rd today from local Garage on a lift.Snag list for EVOQUESC67NHBMr Tim Lumley07871 5593021.Petrol Cap & lanyard broken needs replacing.2.360 Parking Cameras front & Rear not working. No picture on Screen. Are Sencers working need checking?Msg on Screen says contact main dealer!3.Front window not fitted correctly. Water leaking through onto stearing wheel & running through front drivers roof lining. A poole collected in drivers footwell! pan roof not pan sunroof - happy for insurance to be claimed on4.Front wheel drivers side wheel arch. Body kit needs inspection & replacement. Shown to lookers before leaving showroom. underneath lining needs replaced, clips are broken5.Coolant Level low after top up at lookers. Cooling system needs checking. On inspection big leak pouring out the bottom of the car. Pictures of problem. Also on ECU reading low! Find where is the leak?6.Parcel Shelf missing after speaking to sales team. Adam Nick & Sam. I was told it should be there. Then told lookers could take another out from another car?Lookers did not source 1. So was told buy one second hand lookers will reimburse me the bill!7.Traking pulling alot to the left? Just paid £88 to rectify.I looked under cartridge on ramp.Left lower arm is new & drive shaft. & petrol tank plastic covers have been replaced. But missing clips so more play & movement. I have a video of this!8.Exhust sheild 20mil movement, rattling pointed out at Lookers on Saturday 2nd May? Rivets missing & on 2 sections on exhust.A bracket is screwed around the exhust & exhust has been repaired with weld poorly!9.Engine Heat Shield under bonett loose needs new clips or replacement as it is sagging down10.Drivers seat belt, column adjustment. Housing broken causing seat belt not to wind in & not work, v dangerous!11. nearside rear tyre has slow puncture - this was pointed out at site12. inside was not clean - adam was made aware of this13. no spare tyre, jack or puncture kit - happy to go halfs on getting a spare wheel as this would be preferred14. on dash, lane assist is showing fault, one line showing with red line through itwanting 360 degree camera checked as currently driving blindalso does it have full window closure via the fob?may also take an additional years warranty out if possible when all issues are resolvedAfter speaking with Adam on Saturday in person & & by email & again today on the phone. I requested please can Nick tge on site manager. Asked to call me at 1:45pm.Im very disappointed I want to know whats Lookers policy is if I want to return the car & unwind the deal with my money back!Michelle & I r v upset & disappointed!Please communicate with me. It is Sunday the 3rd being Monday the 4th is a bank Holiday.SincerelyMr Timothy Lumley

Customer CommentsHello 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.

Parts department is an actual joke and has been for a long time, ridiculously hard to get hold of, not answering phones ect and understaffed, we’ve been going elsewhere/second hand for a while now and get very frustrated when it’s dealer only as we know what we will have to go through

I am writing to formally raise a concern regarding both the unresolved issue with my vehicle and the level of service I have received.I initially brought my car in on 24 March 2026 for a recall. In the days following this visit, the engine management light came on. I returned the vehicle on 27 April, where I was advised that the issue was unrelated to the recall, despite a fault code (290900) indicating a problem connected to the EGR system, which had recently been worked on.Following this, I paid £530 to have the oxygen sensors replaced. I collected the car on 28 April, but was informed at the time that the technician was not entirely certain of the root cause and that I should call back if the light reappeared.Since then, I have made multiple attempts to contact your branch. I called on 29 April, 30 April, 1 May, and again today (5 May). Today alone, I attempted to contact the branch six times without success. When I finally managed to get through at 5:10pm, another message was taken, yet I have still not received a return call.This level of service is extremely disappointing. It is both time-consuming and frustrating to repeatedly chase a response, particularly after paying £538 for repairs that have not resolved the issue.I would appreciate a prompt response to address both the ongoing fault with my vehicle and the lack of communication.

customer is complaining about the salesman Nick - customer bought car 19.12.25 the vehicle had a few issues one was a fuel leak - customer says Nick got stroppy about doing work and giving customer a courtesy car- The issue not covered under warranty had to argue to get branch to pay. vehicle went in 27.2.26, branch new it had fuel leak has now been done, rear light issue and heating not working, on the health check it reported new tyres required. the spring has broken on vehicle front suspension been done but needs refunded , also requires stop/start battery.to looking on previous MOT rear tail light was picked up. the customer is saying he has been spoken to appalling - Cust would like someone to check over the vehicle and work done not at his cost. Customer is saying Nick has not returned any calls, Mr Currell was told by reception, Nick had read their email to about calling him back

Dear BMW STOKE ON TRENT ,I hope this letter finds you well. I am writing to express my serious concern and frustration regarding a recent and extremely alarming experience I had with my vehicle after it was serviced at the BMW Stoke-on-Trent branch. I am a long-time BMW customer and have always trusted the brand for its exceptional quality, reliability, and safety standards. Unfortunately, after a recent service to repair the auxiliary heater in my vehicle, I am left feeling deeply distressed and concerned, not only for the safety of my family but also about the competency of the team responsible for servicing my car.Background of the IncidentOn 29/04/26, I brought my vehicle, a BMW 330e, into the BMW Stoke-on-Trent service center to have the auxiliary heater repaired. This was a routine service that I expected to be completed efficiently, as I had trusted BMW for years due to the brand's reputation for quality and thoroughness. After the service, I was informed that everything had been completed successfully and that my vehicle was in Top condition, ready to drive.However, upon picking up the car on 30th May 2026, I noticed immediately that something was not right. While I initially couldn’t pinpoint the issue, I felt a sense of unease, as my car began showing signs of malfunction after I had driven a short distance away from the dealership. I would later discover that this was the beginning of what would turn out to be a highly dangerous situation.The BreakdownOn 2nd May 2026 (Saturday), I had to call a BMW roadside assistance and mobile mechanic to inspect the vehicle. I had noticed that my car wasn’t driving properly—it had started to behave erratically, and there were clear signs that it was not functioning as it should. The car had lost its ability to charge, and soon after, it completely came to a halt in the middle of the street, rendering it completely immobile. My partner was in the car at the time, along with her young child, both of whom were left stranded in a dangerous situation.This situation unfolded on a busy road, and it is hard to express how terrifying it was to see my partner and her child trapped in a vehicle that was not moving. They were stuck in the middle of traffic, with cars behind them unable to pass, causing further stress and creating a risk of a collision. The failure of the car to start again was nothing short of a nightmare. The emotional toll of the event cannot be overstated—my partner was in tears, and we both felt powerless, as we had no idea what had caused the car to fail so suddenly after receiving what was supposed to be a routine service.The mobile mechanic arrived shortly afterward and conducted a thorough inspection. He quickly identified two major issues that had caused the breakdown:Fluid Leak: The mechanic noted that there was a significant fluid leak that had occurred after the service, which had likely been caused by damage during the repair process. This leak compromised the car’s systems, resulting in a loss of charge and causing the car to stop working completely.Shredded Drive Belt: The mechanic also found that the car’s drive belt had been severely damaged and was shredded. The mechanic explained that this was not a fault that had existed before the service, and it was likely the result of improper handling during the repair of the auxiliary heater. The damage to the belt prevented the car from functioning properly and contributed directly to the car's failure to charge.The mechanic confirmed that the damage was directly related to the service performed at BMW Stoke-on-Trent and recommended that the vehicle be returned to the dealership for further inspection and repair. It was made clear that this issue was BMW’s responsibility to address, as it was the result of negligence or error during the servicing process.Emotional Impact and ConsequencesThe breakdown of the vehicle was not just an inconvenience; it was a traumatic experience for my partner, her child, and myself. The fact that my loved ones were stranded in the middle of the street with no way to move the car was terrifying. The emotional impact of this incident has been profound. My partner was visibly shaken, and both of us are still processing the sheer panic we felt when the car suddenly failed without warning.The experience also left us with an overwhelming sense of vulnerability. In a modern world where we trust our vehicles to be safe, reliable, and dependable, the fact that a trusted brand like BMW was responsible for putting my family in such a hazardous position has shaken my confidence in the brand. This breakdown could have happened at any time, and had it occurred on a more isolated road, the consequences could have been much worse. In fact, the situation was so dire that we both felt that the safety of my partner and her child was in jeopardy, and we were fortunate that nothing worse came of it.This was not merely an inconvenience—it was a near-disaster. A situation that could have led to severe injury, or worse, was entirely preventable had BMW exercised more care and attention during the repair. My partner and I are both deeply disturbed by the events, and it is only by sheer luck that the breakdown did not result in a tragic accident.BMW's Responsibility and AccountabilityAfter the mobile mechanic’s inspection and confirmation that the damage was caused by the service performed at BMW Stoke-on-Trent, I believe it is only fair that BMW takes full responsibility for the breakdown, the damage to the vehicle, and the emotional distress caused. It is crucial that BMW recognizes the severity of this issue and acts accordingly to resolve the situation.The breakdown occurred because of an error or oversight during the service. This is evident from the mobile mechanic’s findings, and I trust that BMW will take this seriously. It is not acceptable for a service, which was meant to ensure my car’s safety and performance, to lead to such a catastrophic failure. This is a clear case of negligence that has had serious consequences, and I am requesting immediate action from BMW to rectify the situation.Immediate Action RequiredIn light of the events that have transpired, I am requesting the following immediate actions from BMW Stoke-on-Trent to resolve this issue:Immediate Inspection and Full Repairs: I request that my vehicle be inspected and repaired at the BMW Stoke-on-Trent branch, with all necessary repairs fully covered by BMW. The damage caused to the vehicle—specifically the fluid leak and shredded drive belt—must be fully addressed, and the car should be restored to the condition it was in before the service, if not in better condition.Compensation for Emotional Distress: I am requesting compensation for the emotional distress and trauma caused by the breakdown and the life-threatening situation that ensued. The fear and anxiety my partner and I experienced that day are not something that can be easily dismissed, and I believe it is important for BMW to acknowledge the psychological impact of this incident.Official Apology: I expect a formal written apology from BMW Stoke-on-Trent for the distress, inconvenience, and danger caused by their error. I would also appreciate an explanation of how this situation occurred and what steps BMW plans to take to ensure this does not happen to another customer.Confirmation of Liability and Preventative Measures: I would like a clear statement from BMW regarding their stance on liability in this case and the measures being taken to prevent such incidents in the future. I expect BMW to review their service protocols to ensure that no other customers are put in a similar position.Review of Service Practices: Finally, I urge BMW to conduct a thorough review of its service practices, especially in relation to the handling of critical vehicle components. This situation could have been avoided if proper care had been taken during the repair, and it is essential that BMW reevaluates its procedures to prevent future mistakes.ConclusionIn conclusion, I am deeply disappointed by the level of service provided by the BMW Stoke-on-Trent branch and the severe consequences that resulted from the repair of my auxiliary heater. This incident has not only put my family’s safety at risk but has also caused significant emotional distress. I trusted BMW to deliver the highest standards of service, and what should have been a simple repair has instead turned into a terrifying ordeal.I hope that BMW will take this issue seriously and respond with the urgency and professionalism that this situation demands. My priority is the safety of my family, and I expect BMW to take full responsibility for the damage caused and to resolve this matter swiftly.Please respond to this letter promptly, as the safety of my family is my top concern. I look forward to hearing from you and to seeing this issue resolved in a manner that reflects the seriousness of the situation, to add here as well, Steve the device advisor said my car is in top condition and as well I had my vehicle serviced and MOT ON BMW Nottingham and they have said my car is in perfect condition on December 2025. So kindly fix my vehicle and I won’t come back at your branch as you put in danger my whole family.

Cust paid £500 21-04 - 23-24 the cust is no longer going ahead and would like the deposit back

Dear Sir/Madam,I am writing to formally raise a concern regarding a refund that remains outstanding.I returned a part to you on 31st March, and as of today, 30 April, Credit note number 6424 credited on 31st March.  I have yet to receive the corresponding refund. This delay of one month is disappointing and falls short of the level of service I would expect.I would be grateful if you could investigate this matter as a priority and provide an update on the status of my refund, including confirmation of when the payment will be processed. If there are any issues or additional information required from me to facilitate this, please let me know as soon as possible.I look forward to your prompt response and resolution of this matter.Kind regards

i am a solicitor acting for a client who has a complain regarding a vehicle he purchased from Lookers. I sent an initial letter in September 2025 to which I received no response. I sent a further letter in October 2025. I received an acknowledgement in November 2025 and was asked to provide further information and documentation which I duly did. I was advise din December 2025 to contact John Hitchiner. I emailed Mr Hitchiner on 31st December 2025, 15th January 2026, 27th January 2026 and 3rd March 2026. I have not had any response until today - 30th April 2026. The response I received today was only prompted by a call to the office where I was given an email address to email - Nikki Simms. I received an immediate reply and was advised as follows "MorningLookers don't have any record of this complaint. According to the vehicle registration this vehicle belongs to someone elseWe won't be able to look at this unless we have a lot more detail .Regards"I responded with every letter and email sent to, and received from, Lookers. I was then advised as follows"Thanks, and I will respond ASAP yes this info is not in the customer complaint file hence its not been followed up,We will look into and come back to you"I then asked how it was possible that a customer complaint, bearing in mind the communication that has been sent, could not be on file. I received a response as follows:-"HiMy time is better investigating the issue rather than trying to investigate how it’s been missed , we employ humans and they do make mistakes however I do apologise for it getting missed.Come back shortlyJohn HitchinerDivisional Aftersales DirectorSouthern AccountsDairy Farm Cottages, Cutton Hall Lane, Chelmsford, CM2 6PBT: 01245 235799 M: 07779879538lookers.co.uk"On any view the response is rude and unprofessional. Had Mr Hitchiner said it was human error, while it is unacceptable, it happens. There has been a complete disregard for this complaint. Mr Hitchiner personally has not responded to emails since December 2025. Had I received a response to say he had no information about it I could have replied and furnished that information. He chose to ignore the communication or disregard it. My client has now been waiting since September 2025 for a response to complaint. He has incurred legal fees.I am disappointed at the response of Mr Hitchiner in circumstances where the faulty, in terms of lack of response, lies squarely with him. Had I not been helpfully advised of Miss Simm's email address, one can't imagine how long I would have waited for a response.