A copy of an email sent below. I have no faith in this being resolved and ask you to have oversight to resolution please. The email was sent to Martin Vassell sales exec, Philllip Anderson Business Manager, Jamie Sullivan Service Manager (all Star City) and Chloe Hills service dept Guildford Audi. For context, we live in Surrey, but purchased the car from Star City. Guildford is our closest dealership. I have spent hours trying to sort this out today and I’ve had enough. Vehicle reg LR72 UBC.Email sent today -We purchased an Audi A3 from a Lookers site on 28/01/26. The car is defective and not fit for purpose.However, we like the car and are giving an opportunity to repair in line with my rights.However, this is becoming a farce and to be candid, I've had enough.Having spoken to Chloe (Guildford Audi Service Dept.) on copy, there is a strong possibility I will sit in a dealership all day, and the car will not be "same day fixed", to quote Martin. To compound this, Chloe will not be releasing the car until funds are cleared into Guildford Audi's account, despite being the same group. Clearly this process is going to involve yet more people in 2 different accounts teams.So, either someone takes ownership of this woefully bad experience so far or come and collect the car and issue a refund.I expect a working car, tomorrow. I'm not interested in who supplies it or how it happens, but that's what needs to happen. I also expect for this to be discussed and resolved internally, without any more of my time being wasted. When this is done, please let me know how we will be proceeding.Lastly, please can you stop emailing, calling or texting my wife. She is upset, annoyed and stressed out by the whole situation. I am the only point of contact from now.I expect contact today, as to how we proceed. At this point, I see no point in spending my day in a dealership tomorrow.

Still not satisfied after complaint correspondence

Dear Customer Relations Team,I am writing to raise a formal complaint regarding my recent experience at Lookers Vauxhall Star City Birmingham.I initially brought my car in for one hour of diagnostics, for which I paid £170. Following this, I was advised that there was either an engine pressure leak or a fuel pressure leak and that a further three hours of work would be required to identify the cause. At that stage, I declined further work and removed the car from the garage.After this, the service manager, Gareth, contacted me by phone and advised that he would take care of the situation. Based on that conversation and the reassurance given, I later agreed to proceed with further work. I subsequently paid over £400.When I collected the car, it broke down almost immediately on the motorway and had to be recovered back to the dealership by the AA. Since then, I have been told that further faults have been identified, that additional payment is required, and that even if further repairs are carried out, there is no certainty that the car will be fixed. This was not explained to me before I agreed to proceed or made payment.I also explained during a phone call after the car was returned that I am in a very difficult financial position and do not have funds available for further repairs. Despite this, the only assistance offered has been payment options rather than a resolution of the issue.From my point of view, I relied on the assurance given to me by the service manager when I agreed to proceed. The car has never been returned to me in a usable condition following the work carried out, and I do not believe it is reasonable to expect further payment in these circumstances.I am asking that this matter be reviewed and that Lookers take ownership of resolving the issue that caused the immediate breakdown, without further cost to me, or otherwise provide an appropriate resolution.I look forward to your response.Kind regards,Imran

I write with reference to a vehicle purchased from Lookers Car Hub in Birmingham in March 2025.The vehicle, Cupra Formentor registration KP71 MHA in white, was purchased for my wife and my vehicle, a Renault Kadjar registration FM18 RFK was used as part exchange. The advertisement for the vehicle clearly stated “…with a full-service history and just one owner from new, This CUPRA Formentor is the ideal choice…”.My wife and I were also advised by salesperson Nisar Ahmed that the vehicle came with a full-service history. During the sales process I asked to see this, however I was informed that the service record is ‘online’.The vehicle is now due a service, and on contacting SEAT to arrange this they have informed us that there is NO RECORD of this vehicle ever having a service. Furthermore, on Friday 16th January 2026 I contacted your service department, and spoke to a lady who confirmed that, prior to sale, the vehicle only underwent an oil and filter change. There is no record of any other maintenance work being carried out on the vehicle. The statement that this vehicle had a ‘full service history’ is clearly false advertisement.The vehicle is now at a mileage of around 28,000 and the service that is now being advised by SEAT as per the service schedule for that model should have been completed 2 years ago, as such my wife has been driving in an un-serviced car. Additionally, had Nisar been honest, or the advert correct, we would not have purchased this vehicle in the first place. Consequently, we are now looking at a significant service with a huge financial burden.Before I proceed to refer to the professional responsibilities of Lookers Car Hub, concerning the legislation under the Consumer Rights Act 2015, Consumer Protection from Unfair Trading Regulations 2008 and the Fraud Act 2006, I request that this matter be brought to the attention of the relevant person or department within Lookers Car Hub, in order that this complaint can be acknowledged and progressed.I remain in possession of the original advert for the vehicle provided by Auto Trader, as well as confirmation from the Senior Service advisor at SEAT as to what should have been done by now, what is needed and the cost.I request that acknowledgement of this complaint is received with the next 2 days, with a full received within 7 days.I look forward to hearing from you.

Booked vehicle in for Sat 10.01 9am Ampere. Weather was a problem but cust needed the car looking at. Center consul keeps going off. Master tec dosnt work on a Saturday. Offered a service with a normal tec. Cust wasted his morning, MOT expires this week, cust suggested the car could be picked up for his inconvenience. He lives outside the pick up area. Cust has to take the vehicle back and take more time off work.

I am logging a formal complaint regarding the aftercare that I have received from Lookers, after purchasing my vehicle. There has been two complaints that I have had to take up with the manger of the sales department Jamie Sullivan. I am now moving my complaint to the head office, as the complaints need to be officially logged and a reference number given to me. I then require an official response from head office with a final decision.First complaint was I have been miss sold the Bumper extended warranty. At the time of purchase I was advised that there was an MG manufacturer warranty on the car, that lasts for 7 years, from the date that the car was made. I was advised to take out the Bumper extended warranty that would continue after the 3 month warranty that Lookers gave me on the car. This warranty I was advised would cover me for things on the car, that the manufacturer’s warranty may not cover for, depending on what the issue was. Now I have been told that the Bumper warranty starts from the date I purchased the car. Which means I have had no warranty from Lookers. So I have been lied to.when I was sold the Bumper warranty.This information has only come to light since I have had 2 problems with the car, from the date of purchase.First issue I had was with the tyre sensors. I was given the car and the tyre pressure light was on the car. I was told to bring the car back, so that air could be put in the tyres, which was done. They had me going backwards and forwards and they did not fix it. Eventually I had to take it elsewhere to get it fixed, which had nothing to do with Lookers or the bumper warranty. I then had a problem with the wing mirrors not closing when the vehicle was locked. Again I went to Lookers and they did not help. They did not fix the problem and I did not get any help or contact bumper for any help through them.Jamie Sullivan has all the emails and the sales person Phil Obesi. Therefore I am not going to send them again, unless you want them. I just need a formal response to my complaint from your head office. I want my full payment back from the Bumper warranty that I took out with Lookers, as this warranty is of no use to me with them, as I have had to tasked my car elsewhere on both occasions to be fixed. Also Lookers wanted to charge me about £174 just to look at the vehicle to see what was wrong with it, regarding the wing mirrors. So what is the point of paying around £600 for a warranty.Please do not hesitate to call me if you require any further information.Sorry for the delay in responding, but I have not been very well. I look forward to your response.

Excellent service well informed friendly staff, very patient nothing was to much trouble,Car was well prepared and presented. Salman the rep did all of the paper work going through every detail.The whole process was pleasant and reassuring. You may see me again

I am writing with deep concern and frustration regarding the Ford Focus Zetec Auto (Reg: DS69LCA) purchased from your dealership on 3rd October 2024, under Order No. 7693361. While this began as a hopeful step forward in both my personal and professional life, it has instead brought significant distress and disruption.The repeated mechanical failures of this vehicle — sold under the assurance of quality checks and a 36-month warranty — have left me stranded, delayed, and on several occasions, completely unable to be present for the people who need me most.My wife relies on me for transport, and a new born baby , every journey carries not just logistical importance, but emotional weight. The uncertainty of not knowing whether the car will get us where we need to be — to work, to appointments, has created deep stress during what should be a hopeful and settled time.Every breakdown, every missed journey, and every unreliable morning has affected not only my livelihood, but my role as a support system for both my family and the children in my care.The Problem:• The car suffered multiple breakdowns, including a serious engine failure on 22nd April 2025• Despite being under warranty (Assurant 36 months), I was told that repairs would not be covered• I have had to pay for emergency travel and recovery out of pocket, directly affecting my financial wellbeingI would not have brought this up as the situation was passed. However, today (30/12/25) it has broken down again requiring the RAC once more. This time luckily it was at home it wouldn’t start. But I had my baby and wife with me and this could have been very dangerous on the road.Costs Incurred:I have kept detailed records, and to date, I have incurred a total of £2,476.96 in expenses, including:o Recovery chargeso Ride-hailing services to and from worko Unreimbursed travel to your dealershipThis figure does not reflect the emotional cost, cost to travel due to leisure, cost of taking my partner to her workplace and screening appointment, or the anxiety caused by the vehicle’s unreliability.What I Am Requesting:I ask that you take the following steps immediately:4. Cover the cost of full repairs under the warranty, AND5. Refund the full amount of the costs I’ve incurred (£2,476.96), ANDPayment for the emotional distress. Which I leave to you to decide as it is insurmountable for my family and I.6. Provide a written response within 14 calendar days confirming the steps you will take to resolve thisIf I do not receive a satisfactory response within this time, I will have no choice but to:o Refer the matter to The Motor Ombudsman and Financial Ombudsmano Begin formal legal proceedings through Small Claims Courto Seek additional compensation for loss of earnings, distress, and breach of consumer rightsThis has been a draining experience during what should have been a joyful chapter of my life. I urge you to consider not just the financial facts, but the human cost behind them — and respond accordingly.

I had my clutch and gearbox repaired. The car was was on warranty. But only clutch been paid. The gearbox I had to pay because Looker refused to provide a courtesy car .So had to rebook that took a month.Within that time the clutch started slipping. Anyhow they fixed and took the gearbox out.On collection nerd MOT.They check and said that the gearbox is leaking oil.That should not be the case if repair are correctly done and all oil seals are.The car been in the work shop since November 6th.No signed of leak when brought it to them.But the point however if the gearbox was fixed fully taken out there should be no oil coming from it.I paid for this out of my own money as they told the insurance company it was driving on .Now they need to fix the oil leak. Otherwise I take legal action.

Been advised by Jamie that I can't have a refund the car is faulty and the consumer rights act 2015 clearly states I can have a refund within 30 days the rear screen does not demist, its actually illegal to drive with foggy windows that impair your vision. I have legally owned the car for 14 days and the dealership have had the car for 6 of those days.