Dear Sir/Madam,I am writing to raise a formal complaint regarding the handling of the ongoing oil consumption issue and engine noise affecting vehicle registration YA16 WBV, purchased from Lookers on 8 March 2025.Despite the issue first being reported in April 2025, it remains unresolved almost a year later. The delay, lack of communication, and failure to disclose critical diagnostic findings have caused significant inconvenience, financial loss, and concern regarding vehicle safety.________________________________________BackgroundAt the point of sale on 08/03/2025, Lookers confirmed that:• The vehicle had a full service history, all completed by Lookers Vauxhall (Main Dealer).• A fresh service would be carried out prior to handover.• The vehicle had been prepared to a high standard.• A three-month warranty would cover any issues arising within that period at no cost.Shortly after purchase, on 17/04/2025, the vehicle displayed a low oil warning light. On inspection, no oil was visible on the dipstick. Vanessa reported this immediately, given the vehicle had only recently been purchased.________________________________________Investigation by Lookers – May/June 2025On 27/05/2025, the vehicle was booked into Lookers (Booking No. 64104) for investigation of the oil issue and engine noise. Lookers advised that:• No oil leak had been identified.• An oil consumption test was required.• The vehicle would be reassessed after 600 miles.Vanessa incurred costs and inconvenience including time off work, a £25 courtesy car charge each time having to take the car to the Looker garage, fuel costs, and travel between Telford and Birmingham. No goodwill gesture or compensation was offered, despite the issue arising soon after purchase.An oil consumption test was subsequently carried out on 23/06/2025. However, the results were not shared with Vanessa at that time.________________________________________Failure to Provide Oil Consumption ResultsVanessa later booked the vehicle into Citroën Budget Motors in Telford for further diagnostics, as she had been advised that Lookers did not specialise in Citroën vehicles. The car was in the Citroën garage for a day; however, they were unable to proceed because Lookers failed to provide the oil consumption test results, despite requests from both Vanessa and the Citroën garage.The vehicle was returned without the diagnostic work being completed.________________________________________Breakdown and Recovery – 01/12/2026The vehicle subsequently entered limp mode and required RAC recovery to Lookers. The reported issues included:• Engine covered in oil• Low oil level (2 litres required topping up)• Engine misfire (spark plugs replaced)• Engine “hunting” requiring further inspectionVanessa was informed that the oil consumption test results had been sent to the Citroën garage and that Lookers would follow up. No follow-up communication occurred. The oil issue and engine hunting remained unresolved.________________________________________February 2026 – EscalationOn 11/02/2026, Vanessa emailed Jamie Sullivan requesting an update. Vanessa confirmed:• An oil consumption test had been completed in 2025.• Citroën could not proceed due to non-receipt of results.• Multiple follow-up calls/emails had been made without response.• The oil leak remained ongoing.On 20/02/2026, Jamie advised he believed no oil consumption test had been carried out and suggested a new one would be required. This was incorrect.Following further correspondence and repeated requests, including a formal deadline of 25/02/2026 for production of the oil consumption results, Jamie eventually confirmed on 27/02/2026 that the results had been located.________________________________________Late Disclosure of Possible Engine FailureOn 27/02/2026 at 14:12, Lookers finally provided the oil consumption test results dated 23/06/2025. The findings stated:“Vehicle used 1.2 litres of oil in 675 miles, contacted Citroën, possible engine failure. Advise customer to book into Citroën dealer.”This was the first time Vanessa had been informed that the findings indicated a possible engine failure.It is deeply concerning that:• These results were withheld for approximately eight months.• The potential engine failure was not disclosed earlier.• Vanessa continued driving the vehicle unaware of the seriousness of the findings.• Citroën were unable to investigate due to Lookers’ failure to provide documentation.This raises serious concerns regarding transparency, communication, and duty of care, particularly given the safety implications for Vanessa and her children.________________________________________Warranty UncertaintyDespite the issue being reported shortly after purchase and within the warranty period, Lookers have been unable to confirm whether the repair will be covered under warranty. Given the length of delay and the fact that the oil issue was first reported in April 2025, it is unreasonable for warranty coverage now to be in question.________________________________________Current PositionVanessa has now booked the vehicle into a Citroën garage for 11/03/2026. A diagnostic fee of £134.40 is payable, and confirmation has been requested as to how Lookers will cover this cost.________________________________________Grounds for ComplaintThis complaint concerns:1. Excessive delay in resolving an issue reported shortly after purchase.2. Failure to provide oil consumption test results in a timely manner.3. Failure to disclose a finding of “possible engine failure.”4. Poor communication and inconsistent information.5. Financial loss and inconvenience caused to the customer.6. Ongoing uncertainty regarding warranty coverage.________________________________________Resolution SoughtWe request:• Written confirmation that all diagnostic and repair costs relating to this matter will be covered in full by Lookers.• Reimbursement of costs incurred, including courtesy car charges and the forthcoming Citroën diagnostic fee.• Suitable compensation for the inconvenience Vanessa has experience (taking time off work, cost in fuel for several return journeys (Telford to Birmingham) and cost of buying additional oil in December.• A full explanation as to why the oil consumption test results were not disclosed in June 2025 and why the potential engine failure was not communicated to the owner of the vehicle.• Confirmation of the steps being taken to ensure this matter is resolved urgently and appropriately.If this matter cannot be resolved promptly and satisfactorily, we will have no option but to escalate the complaint further.We look forward to your urgent response.Yours faithfully,Samantha Lloyd(on behalf of Vanessa Ellison)

bought a vehicle on 07.02.26 cust organised a cam belt change he was asked to pay for the parts before the service which was on 23.02. The cust has caslled everyday since to see what is happening with the repair to be told its in the work shop.. The cust received a call yesterday and advised that there tool was broken and the mecanic had been trying to work on it. When the customer picked up the car the tool which as broken had been left in the car. There is no reason for it to be there. Lock and wheel nut, service book and then the broken tool. what is that about.

cust purchased a vehicle and £2,000 deposit and within the 14 days the customer returned the car and purchased something else. The customer never received the deposit back from the original vehicle and is chasing this refund.

To Whom It May Concern,I am writing to formally notify you that I am exercising my statutory right to reject the Hyundai i20, registration ML70OEK, purchased on 7 January 2026, under the Consumer Rights Act 2015.Approximately one week after purchase, I noticed significant and visible lines/markings across the entire headliner. I reported this fault to the dealership within 30 days of purchase, and I also notified the finance company with supporting evidence of this notification. Any delay in inspection by the dealership was entirely outside of my control.The vehicle is financed under a PCP agreement, and I paid a £250 deposit at the time of purchase.As the fault was reported within the statutory 30-day period, I am exercising my short-term right to reject the vehicle. I therefore request written confirmation of the following:1) Arrangements to return the vehicle.2) Termination of the PCP finance agreement.3) Refund of the £250 deposit and any payments made under the agreementPlease provide confirmation of the next steps within 5 working days. I expect this matter to be resolved promptly and in accordance with my statutory rights.Kind regards,Ushnah KhanKhanushnah@gmail.com07920016087

cust purchased the vehicle 03.02.26 there has been several things wrong with the vehicle and you have had it back for repairs however this has not resolved the problem and the customer would like to return the vehicle for a full refund.

Trying to cancel booking tomorrow - 10am for a Vauxhall Astra with door locking issues. Please can you amend the booking so that it is cancelled as unable to bring the car up tomorrow

I am currently in the process of buying a used car from Lookers Star City. I paid a deposit on Jan 31st to secure the car and agreed to collect it yesterday evening. The car is a spec that I want, so keen to progress.At agreeing to buy I pointed out several issues and asked about the service history, which did seem a bit vauge. In the following days I did more reserach and have found out the history has probably voided the manufactures warranty. The car has been reduced in price and I've managed to get an 'in house' warranty to cover major items, so not too bad, but not ideal.I have the car insured and funds ready to transfer last evening and confirmed by email to the sales person the time i would be with them. We arrived, waited, only to be told the car is not ready. A phone call would have saved the journey.The whole process so far has been less than ideal and I now have doubts over the car and what assistance I'll have if something goes wrong.I have offered to walk away from the deal as it must be costing Lookers money now too.All in all, so far I'm not very impressed with the dealership.

when. I bought the car I also bought warranty which was never valid as the car has been modified I was never aware of this only being made aware yesterday on the 10/2/2026 by a vw specialist

I am filling this complaint as a matter of record. I have pictured the damages.I will be visiting the garage Monday 9th February.I purchased the car from lookers star city in October 2025, booked the car in December 2025 for a door lock issue. I dropped the car at lookers on Wednesday 21st January My car was on the premises for a repair for a total of 16 days. I picked the car up Friday 6th February. I called Friday to inform the service dept that there was an issue with the repair:The door trim is not fixed back to the door, there is a gap. the trim has also been damaged, there is tool marks indentation annd a plastic part by the inner handle is loose.The trim will need replacing.

Hello Honey,This is the most irresponsible Mercedes dealership and fraudulent sales team i have seen anywhere in the world.The vehicles has over 8,000 miles against 6,000 miles as advertised. That's criminal and we will not be accepted. The 7,000 plus miles is the trip without service, check engine light on, suspension issues etc.Kindly note that this dealership has to be responsible for bills and possible invoice from 3rd party car service, rentals etc until they fix this mess.@Finance company, NOTE that I will stop your payments, until this dealership fixes these issues and the cumulative pricing of this vehicle against advertised conditions and pricing.@Lookers, if you think you can treat this matter with levity, you're definitely making a huge mistake.Dr. Chinedu NdubuisiOn Mon, 2 Feb 2026, 18:07 Tonti Ndubuisi,wrote:Hello,Thank you for the delivery of the vehicle.The driver arrived early morning on Friday 30th January. He reported that there was a noise he heard which he stated he reported to your staff at the time of taking the vehicle.I noted this sound same day and messaged Mr Phil about it.I noted that this vehicle was advertised as 6000 miles, but it was 7300+ on delivery.Today, an engine sign has appeared on the dashboard. There is a message regarding cooling system malfunction.I have attached photos for more information. I will no longer feel comfortable to drive this vehicle.Alphera financial Services (Agreement number 4384387) please be informed of this complaint.Despite the delay in delivery this vehicle, I remain inconvenienced by it. I will appreciate your assistance in resolving this matter in earnest.Thank you,Dr Tonti and Chinedu NdubuisiSent from Outlook for Android________________________________________From: Chris HowardSent: Friday, January 23, 2026 9:41:00 AMTo: Tonti NdubuisiCc: Phil Obasi; Jamie SullivanSubject: RE: Lookers Birmingham - Proposal Referral - GV25CAOMorning @Tonti Ndubuisi,Thank you for your email, and apologies for the continued delays.From what I can establish this GLE is a demonstrator model for the supplying Mercedes branch. The delay has been caused because they need a replacement to show customers before letting us take if off their hands.Otherwise, Mercedes-Benz of Tonbridge will not have a GLE to show any retail customers.I have chased updates for you on the following dates:29th December 20252nd January 20266th January 20267th January 20269th January 202613th January 202615th January 202620th January 202623rd January 2026We very much have your best at mind.Cheers,ChrisChris HowardBusiness ManagerBirmingham Changan & Vauxhall Authorised RepairerStar Park South, Heartlands Parkway, Birmingham, B7 5AHT: 0121 325 7540lookers.co.uk/changanFrom: Tonti NdubuisiSent: 22 January 2026 19:38To: Chris HowardCc: Phil Obasi; Jamie SullivanSubject: Re: Lookers Birmingham - Proposal Referral - GV25CAOExternal Sender: Confirm legitimacy before acting.Hi,I'm not sure what's going on but can I have any update on my order?Thanks,Tonti________________________________________From: Chris HowardSent: Monday, December 22, 2025 9:15:06 AMTo: drtonti@hotmail.co.ukCc: Phil Obasi; Jamie SullivanSubject: Lookers Birmingham - Proposal Referral - GV25CAOHi Dr Ndubuisi,Please can you supply 3 months’ worth of bank statements in the form of a PDF?Alphera require this to determine affordability, and their open banking platform is currently not allowing you to share your statements 😊Many thanks,