To the Dealer Principal / Management of Lookers BMW Stoke-on-Trent,I am writing to formally lodge a complaint regarding a deeply distressing incident that occurred at your premises on Wednesday, 29 April 2026. I was dealt with by a member of your staff, Ameen, whose conduct was entirely unacceptable and fell significantly below the professional standards I associate with the BMW brand.During our interaction, Ameen openly accused me of lying in front of other members of staff and customers. I found this deeply humiliating, disrespectful, and entirely unacceptable.He was also extremely discourteous, repeatedly raised his voice, and made a statement to the effect that no other BMW dealership in the country would repair my vehicle, registration DV75 HYK. I found this comment intimidating and wholly improper.Furthermore, as I had already stood up from the table and was leaving, Ameen shouted after me, telling me to “pass everything to my husband” rather than addressing me directly as the customer. This remark was offensive, dismissive, and unprofessional.I left the dealership feeling intimidated and under significant stress. As a loyal and long-standing customer, I have never experienced such behaviour from any representative of the BMW brand. Such conduct is a serious matter and should not be tolerated.I would appreciate a written response outlining how this incident will be investigated and what disciplinary measures will be taken to address this employee’s conduct.I look forward to your prompt reply.Yours sincerely,Evita Amelkina

Please find attached a recent complaint raised direct to BMW customer service about my recent servicing experience at Lookers Stoke On Trent.Could I ask that you review the attached.Kind regards,DavidDavid Meredith |Head of UK Contract Maintenance| Electro-Motive Diesel LtdLongport Goods Yard, Brookside Industrial Estate, Longport, Stoke-on-Trent, ST6 4NF, United Kingdom(+44) 01782-831328 - Office|(+44) 07825-547212 –Mobile

Dear Lookers Customer Service and Resolutions Team,I am writing to formally escalate my complaint regarding the Audi A6 (registration SG19 CDR) purchased on 29 March from your Stoke-on-Trent branch.At the time of sale, I was assured the vehicle would be supplied with an emergency wheel repair kit, a full valet, a new MOT, and a full service. As no previous service history was available, I was also promised documentation confirming all work carried out while the vehicle was in your care.Despite this, as of today I have received only the vehicle and two keys. The following remain outstanding:• Written confirmation that the vehicle has been paid for in full• A copy of the MOT certificate• The V5C new keeper slip• Documentation confirming the full service that was promised• The emergency wheel repair kit• The full valet that was agreed prior to deliveryThe vehicle was delivered without the valet and without the emergency repair kit. I have photographic evidence to support this.This situation is unacceptable and falls well below the standards expected from a main dealer. I have made reasonable time for this information and the missing items to be provided, yet they remain outstanding.Please treat this as a formal complaint and confirm within 7 days how you will resolve this matter in full. If I do not receive a satisfactory response within this timeframe, I will consider escalating the issue further through the appropriate consumer protection and motor industry channels.I look forward to your prompt response.Kind regards,

I finally purchased and collected my car on Tuesday. I was supposed to have my £500 deposit returned and have evidence of the service that you completed on the vehicle emailed to me. I have since emailed twice asking whether my £500 has been refunded back to my card and for evidence of the service which I was assured I would get by next day. I have been completely ignored. Even through the sales process mistakes were made by the team there and I had to chase updates on several occasions - why does service not matter?? When will I get my £500 and when will I get proof of service?

Hi Team Lookers,I hope you are all doing well.I am writing to provide constructive feedback regarding my recent purchase of a used BMW from your Stoke dealership. Unfortunately, the overall experience has been extremely disappointing and stressful, and I feel it is important to outline the issues in detail.I travelled from Halifax (nearly a two-hour drive) and visited your showroom on Saturday, 11th March at around 5 p.m. The purchase process was completed within an hour, and I paid the full amount based on the assurance that the vehicle met BMW standards. I did not test drive or carry out a detailed inspection, as I trusted the representation provided.The salesperson, Mr KE, handled the sale professionally and also sold me a GardX interior and exterior protection package for £550. I was also informed that a smart paint repair would be carried out prior to the GardX application.However, the issues began immediately after purchase:Delivery commitments were repeatedly missed without proactive communication. I was given multiple revised delivery dates (Tuesday, then Wednesday, then Thursday), each of which failed without proper notice.I had already arranged insurance based on the agreed delivery timeline, and I had sold my previous car, leaving me without transport.Eventually, I was forced to arrange collection myself. Although £260 was offered towards delivery reimbursement, this added inconvenience and stress.When my friend arrived to collect the vehicle, he was kept waiting for approximately two hours with no clear communication. The reason given was a vague “DVLA hang-up,” which was not properly explained at the time.Further issues identified after collection:The vehicle was delivered without a charging cable.The wiper blades were faulty (squeaking).The car had not been properly cleaned or detailed prior to the GardX application.The promised smart paint repair had not been carried out.When I raised these concerns:Communication was poor, with delayed or no responses to emails and calls.The smart repair was denied despite being discussed at the time of sale.The GardX interior coating appeared not to have been properly applied, as the interior was visibly dusty and unprepared.There was also a significant delay and lack of clarity regarding the V5C transfer:I was not proactively updated and had to repeatedly chase for information.It was later revealed that the dealership had an incorrect V5C reference number, causing the delay.During this period, the car was insured in my name but taxed under a different name, which caused concern.Although manager later assisted by arranging a charging cable and reimbursement for the wiper blades, this intervention came only after repeated follow-ups from my side.Additionally:I was informed that the delivery reimbursement would be processed within two weeks, but I had to chase this multiple times before finally receiving it on 16th April.Regarding the GardX product, I have effectively paid £550 without receiving the expected service or outcome. I have since been redirected elsewhere for resolution.I must also mention a particularly disappointing interaction on 26th March. After completing the ownership transfer, I was informed that my complaints would no longer be handled by the dealership as I had escalated them to BMW. I was also told that, given the time elapsed, the condition of the vehicle could now be attributed to my use. This felt dismissive and unprofessional.Overall, the experience has involved:Repeated broken commitmentsLack of communication and follow-upMisrepresentation of services (smart repair and GardX preparation)Administrative errors causing delays and uncertaintyFinancial loss and inconvenienceI chose Lookers based on positive recommendations and to avoid the kind of experience often associated with high-pressure car supermarkets. Unfortunately, this has been the worst service experience I have encountered.I would appreciate a formal review of this case and a clear response addressing:The failure to deliver the agreed services (smart repair and proper GardX application)The breakdown in communication and missed delivery commitmentsClarification on the GardX product and appropriate compensationI hope this feedback is taken seriously and used to improve customer experience going forward.I look forward to your response.

I purchased a second hand Skoda karoq in January this year, the sales assistant agreed that the Skoda connect service would be fixed so as I could link it to the Skoda app.He asked me to arrange the service with the local Skoda garage to me and confirmed that the cost would be covered by Lookers, also confirmed that the sales manager was fully aware of this.I arranged for and had the Skoda dealership fix the problem and had to pay the £138 to cover the cost as they were unable to invoice lookers direct.On the 27th February I rang to speak to the sales assistant and was informed that he no longer worked there and spoke to another sales assistant who checked with the supervisor and confirmed the arrangements and payment would be forthcoming on receipt of the invoice/proof of payment by email.I sent the email the same day but did not and have not received the payment despite numerous times contacting and leaving messages for both the new sales assistant and the sales manager.

Dear Lookers Customer Service and Resolutions Team,On 29 March, I purchased an Audi A6 (registration SG19 CDR) from your Stoke-on-Trent branch. The sales representative, Kai, was polite and helpful, and the vehicle was delivered to my home on the agreed date.Prior to delivery, I was informed that the following would be completed and provided:An emergency wheel repair kit (which was missing at the time of purchase)A full valetA new MOTA full serviceAs the car had no previous service history available, I was also assured that I would receive full documentation confirming all work carried out while the vehicle was in your care.However, as of today, I have only received the car and two keys. I have not received the following:Confirmation that the vehicle has been paid for in fullA copy of the MOT certificateThe V5C new keeper slipConfirmation or documentation of the service that was to be completedIn addition, the vehicle was delivered without a full valet and without the emergency wheel repair kit. I have attached photographs as evidence.This situation is very disappointing and falls significantly short of the standard I expected from an official retailer. I would appreciate your urgent assistance in resolving this matter and providing all outstanding documentation and missing items as soon as possible.Please note that I would like all communication regarding this matter to be in writing by email rather than by telephone.Please confirm how and when this will be rectified.Kind regards,Radoslaw Wyciechowski

Good afternoonWe are forwarding the details of a customer complaint regarding ongoing quality concerns (attached). The vehicle was purchased brand new from you in 2025.As we investigate these concerns, please provide the following without delay:• Signed vehicle PDI copy• Job sheets/technician reports for any inspections/repairs• Confirmation if the driver was provided a courtesy vehicle free of charge• For vehicles currently under repair: confirmed fault details, estimated completion date, and any delay causes• Any other relevant information on file.If the vehicle has not been returned to you, please engage proactively with the customer to identify the root cause of the reported issue(s).We request your response within 5 working days to collaborate effectively and achieve a positive outcome for the customer. Please may you liaise with the dealer to see if they have seen the vehicle since sale and what their position is on the matter. We are happy to discuss further if needed.Thank you for your prompt attention to this matter.Kind regardsLavernePrivate Customer Escalations ExecutiveBMW Financial ServicesSummit OneSummit AvenueFarnboroughGU14 0FBDear Escalations teamPlease see details below for a complaint request.Customer Name: Phani SirigiriDate and Time the complaint was first made: 01/04/2026 14:21pmVehicle Registration and Agreement Number: 4248807 RA18MAAAgreement start date: 23/05/2025Is it a service or vehicle quality complaint? (is the complaint related to a vehicle quality issue, if not we class as a customer service complaint) - Vehicle QualityIs the customer exhibiting any vulnerabilities? If so, please complete TEXAS - N/AIf a vehicle quality complaint ask - What are the vehicle quality issues reported by customer? Customer isn't too sure what's wrong with the vehicle, he said we can contact Lookers to gather the full report but from what he knows there may be debris in the engine, the vehicle just stopped working whilst driving and displayed drive train fault.If a vehicle quality complaint ask - names of garages the vehicle has been taken to? Has the vehicle been taken to the supplying retailer? Vehicle is currently at Lookers BMW and has been there since beginning of Jan, they've advised that they wouldn't be able to complete a repair until July due to delays caused with sourcing parts. Customer isn't satisfied as he's already paid 3 monthly rentals for a vehicle he doesn't have and will have to pay a further 4 monthly rentals whilst waiting for the dealership to source parts and complete the repair.If a vehicle quality complaint ask - is customer currently in a loan vehicle? If not, has it been requested for? Courtesy vehicle was given but they gave normal BMW x3 M Sport which is a lower car than what the customer chose initially, customer advised that it's causing him back problems trying to get in and out of the low car, customer requested a bigger car from the dealership and is currently waiting to hear back regarding thisEvidence: Does the customer have any evidence or documentation to support the complaint/claim? No, the dealership should have the full diagnostic customer advisedDoes the vehicle have warranty. If so, has this been utilised? Customer believes it is still under a 12 month warrantyCurrent Mileage: 9192 approxPreferable contact method for the customer: email/phone - Phone first and then email or text if he doesn't answerAny third parties assisting with complaint? If so, add details to Seal (password and DOB required) - NoWhat is the customer’s ideal resolution? - Customer cannot wait until July for the repair and has lost faith in the vehicle and feels as though there is a serious engine issue. Customer would like replacement vehicle or to reject the vehicle completely if a replacement cannot be given.Confirmed up-to-date marketing and contact detail preferences, and ticked validate box on SCV? Y/N - Yes on SalesforceYours sincerelyBMW Financial ServicesDemi HillCustomer Services TeamTel: 0370 5050 150Email: customer.services@bmwfs.co.ukFor information on our products, services and latest offers, visit www.bmw.co.uk.BMW Financial Services is a trading name of BMW Financial Services (GB) Limited. Postal Address: Adwick Park, Manvers, Rotherham, S63 5NA. Registered Office: Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB. Registered in England and Wales with company number 01288537.

I am submitting a formal complaint regarding Lookers Stoke-on-Trent BMW and the sale of Porsche Cayenne, registration AO71YZH.On 2 April 2026 I paid a £250 reservation fee and received written confirmation that the vehicle was reserved in my name for 3 days. On 3 April I received an official payment request stating "Thank you for your purchase of AO71YZH" with a deadline of 4 April 2026. I paid the £1,000 deposit on 4 April at 12:54 — within the stated deadline — and received payment confirmation from Adyen.Despite this, the dealership sold the vehicle to another buyer on the morning of 4 April, before their own deadline had expired. When I called to confirm my collection visit, I was informed the car had been sold. No prior notification was given to me.I subsequently spoke with Nick Mackenzie (Used Car Sales Manager) who acknowledged the vehicle was sold because the dealership had not checked for the payment. This was their error, not mine.BMW UK Customer Service (Nicola Duncan) has been notified and has confirmed the complaint is being monitored.I am not seeking a refund. I am seeking fulfilment of the sale agreement or a formal resolution. If this is not provided, I will escalate to the Motor Ombudsman.

Cust paid a deposit for a test drive, however it was a manual and the cust wished for a auto. £500 around the 08.07.2025. The cust has tried on numerous occasion her self to get this money back but it is falling on deaf ears. Mitch was the sales man.