I purchased a used vehicle from this showroom on the 28/11/25.Recently it has developed a fault in which it makes a clicking sound from the front wheels when I turn and accelerate.I contacted the showroom via phone call in regards to this who informed me that I have to contact Audi as they are the manufacturer and they will diagnose the issue. I told the advisor that I had purchased the vehicle from lookers and that it should be their technicians who should investigate the matter, but she insisted that I contact Audi.I contacted Audi who advised me that they currently have a waiting time and that earliest they will be able to see to my vehicle will be late May / early June and that they will charge me a fee of £150 to diagnose.This wait time would take me out of my 6 month warranty so I contacted lookers back and informed them of this and eventually she booked my vehicle in for the Friday (20/03/26).When I arrived on the Friday to give in my vehicle the lady on the desk informed me that their would be a charge for £144 for diagnostic and that this is due to the vehicle being out of warranty.I informed her that it was still under used vehicle warranty as it is for 6 months which is not over yet.She informed me that she will pass me on to the sales manager who will discuss this further with me. I had to wait as it was early morning and they were all in a meeting.Eventually he came and I told him about the issue I was having with my vehicle and that i had only just bought it from yourselves a few months ago.He insisted that the 3 month warranty was up and that there is nothing that can be done and that any work needing doing will be charged, starting with the initial £144 for the diagnostic.I don't seem to understand why he didn't understand as a sales manager that when purchasing a used vehicle from a dealership, you have a 6 month warranty with the Consumer Rights Act 2015. You can't just dismiss this because it doesn't fit your narrative.I did not purchase a cheap vehicle, and for it to start developing a fault this early in my ownership is unacceptable and so I would like for someone to look into this matter, please.

To whom it may concern,To the attention of the Aftersales Manager,I refer back to the complaint letter composed on 05/03/2026 about the Audi A6 (JN09 KAN) bought on 10/06/2025, that I wanted to reject the vehicle due to mechanical faults and poor aftersales service.I delivered the vehicle to Lookers Car Hub Birmingham on 05/12/2025 with 57604 miles on the clock. After a call from Lookers on 06/03/2026 stating the vehicle has had its issues resolved, I picked it back up on 12/03/2026 with 57845 miles on the clock.Three days later (15/03/2026) on my first use of the vehicle after collection from Lookers, both the same engine light and Adblue light returned on the vehicle dashboard approximately twenty minutes into my drive.Due to this fault triggering the inducement mode meaning there is a countdown until the vehicle will not restart, I was forced to return home and park the vehicle up with 15 miles left until there is no restart.This is a formal request for Lookers Birmingham to advise on how they will collect the vehicle from my home address (20 Wilford Road, West Bromwich, B71 1QN) since it is not drivable.Still, on Monday 16/03/2026, I will contact Lookers garage find out how the vehicle will arrive to them since it is not drivable, whilst awaiting a refund.Considering the vehicle has been parked, I am compelled to pay for taxi services daily for commuting to work.I was assured by the Aftersales manager at Lookers Birmingham that if the same issue happens to the vehicle after a first attempt to fix it by the branch, I will be well within my rights to reject the vehicle and fully entitled to a refund for the purchase.This letter forms my second request of vehicle rejection and a refund.RegardsJohan Asso

To whom it may concern,To the attention of the Aftersales Manager,I refer back to the complaint letter composed on 05/03/2026 about the Audi A6 (JN09 KAN) bought on 10/06/2025, that I wanted to reject the vehicle due to mechanical faults and poor aftersales service.I delivered the vehicle to Lookers Car Hub Birmingham on 05/12/2025 with 57604 miles on the clock. After a call from Lookers on 06/03/2026 stating the vehicle has had its issues resolved, I picked it back up on 12/03/2026 with 57845 miles on the clock.Three days later (15/03/2026) on my first use of the vehicle after collection from Lookers, both the same engine light and Adblue light returned on the vehicle dashboard approximately twenty minutes into my drive.Due to this fault triggering the inducement mode meaning there is a countdown until the vehicle will not restart, I was forced to return home and park the vehicle up with 15 miles left until there is no restart.This is a formal request for Lookers Birmingham to advise on how they will collect the vehicle from my home address (20 Wilford Road, West Bromwich, B71 1QN) since it is not drivable.Still, on Monday 16/03/2026, I will contact the Lookers garage find out how the vehicle will arrive to them since it is not drivable, whilst awaiting a refund.Considering the vehicle has been parked up, I am compelled to pay for taxi services daily for commuting to work.I was assured by the Aftersales manager at Lookers Birmingham that if the same issue happens to the vehicle after a first attempt to fix it by the branch, I will be well within my rights to reject the vehicle and fully entitled to a refund for the purchase.This letter forms my second request of vehicle rejection and a refund.

I recently purchased a car from Lookers and had an excellent experience from start to finish. Martin, the sales executive, was extremely professional, knowledgeable, and helpful throughout the entire process. Everything was handled smoothly and efficiently, and I was kept well informed at every stage of the purchase.I would highly recommend Lookers to anyone considering buying a car. The level of customer service provided made the whole experience straightforward and very enjoyable.

Good afternoon,I am writing to formally raise a complaint regarding the service I have received from Lookers (Star City Car Hub, Birmingham) in relation to a vehicle I purchased through finance with Black Horse. After speaking with Citizens Advice, I have been advised that Black Horse shares responsibility for the issues I have experienced, which is why I am contacting both parties.A friend recommended Lookers to me, so I had hoped the purchase process would be straightforward. Unfortunately, I have only recently become aware of several serious issues that have placed me in a very distressing situation.When I found a car I wanted at the Star City Car Hub branch, I had numerous phone calls with the sales team. I had recently returned a car to Cinch due to an engine fault, so I was particularly cautious and asked several questions about the condition of the vehicle. I was reassured that all vehicles sold by Lookers are thoroughly checked and that there would be no issues.One of my key concerns was the MOT status, as the vehicle’s MOT was due to expire soon. I was specifically told that the car would receive a fresh MOT before being delivered to me. As I live approximately three hours away from the dealership, there was considerable back and forth while they arranged delivery. During this time, I assumed the vehicle would be properly inspected and prepared.However, on 6 March, I checked when the next MOT would be due. As I received the car on 23 September 2025, I expected the next MOT to be around September 2026. When I checked the government MOT website, I discovered that the MOT had actually expired in October, meaning I had unknowingly been driving the vehicle for nearly six months without a valid MOT.This was extremely upsetting. I was genuinely shaken when I realised I had been driving the car daily with my two young children while unknowingly breaking the law. I was also extremely concerned that my insurance may have been invalid during this time.I immediately contacted several local garages and managed to arrange an MOT for later that same day. While I have been told that the dealership will reimburse the cost of the MOT, I do not feel that this addresses the seriousness of the situation. I had unknowingly been driving illegally for almost half a year.I am also concerned that I may have driven past ANPR cameras during this period and could potentially receive fines or penalty points. This concern increased when I realised that although I have been paying vehicle tax monthly via direct debit, I never received a V5C registration document.When checking the government website, it showed that no V5C had been issued since 2024 for this vehicle.When the vehicle was delivered, I was already running late for work and had informed my manager that I would arrive shortly once the car arrived. When the delivery driver handed over the vehicle, I asked for the new keeper slip (green slip). He told me he did not have any paperwork and suggested it might be in the glove compartment before leaving.I immediately called the dealership and explained that I urgently needed the documentation as I was late for work. Initially I was told there were issues processing it, but within around 30 minutes the salesperson called back and said it had been sorted over the phone after I provided my details. Following this, I left for work. The only correspondence I later received was a letter confirming that a direct debit had been set up for vehicle tax.Since discovering the MOT issue, I began questioning whether a Pre-Delivery Inspection (PDI) had actually been carried out, as I had received no handover documentation or confirmation emails following the finance agreement. When I requested the PDI documentation from the dealership, I felt my request was avoided and instead I was sent an internal preparation invoice.On this document it states the next MOT due date was 29/08/2026, which clearly indicates that the MOT expiry was either missed entirely or incorrectly recorded. This strongly suggests that the MOT was never completed as promised and that the vehicle was supplied with only 3 weeks left on the MOT despite assurances to the contrary.If any police notices, fines, or penalties were issued during the period the vehicle did not have a valid MOT, I would have been unaware of them because the V5C was never transferred into my name, meaning I would not have received any correspondence.I raised my concerns about potential police penalties with the sales team, who told me this was unlikely. However, I am aware that driving without a valid MOT can result in significant fines and potential penalty points, and I am extremely concerned about the consequences of having unknowingly driven in this situation for such an extended period.Additionally, I purchased a two-year RAC warranty costing over £500, which requires the vehicle to pass an initial inspection. If the PDI was not carried out properly, then this warranty may have effectively been invalid for a significant portion of the time I have owned the vehicle. (One Quarter of my warranty to be precise)I have also been unable to obtain confirmation that a PDI was completed. If it had been properly conducted, the expired MOT should have been identified before the vehicle was delivered.I have now collected a V62 form to apply for the V5C myself and will be paying the £25 fee, which I have been told will also be reimbursed once I provide proof. However, the Post Office advised that if I am registering the vehicle in my name I may also need to re-tax the vehicle, despite the fact I have already been paying tax via direct debit.To add further concern, the dealership informed me that the only document they had was a green slip from the owner prior to the previous registered keeper, dated 2023, which suggests the vehicle may not have been correctly registered with the DVLA for some time.Since these issues came to light, I also reviewed the original advertisement for the vehicle and discovered that several features were incorrectly listed. Most notably, the vehicle was advertised as having keyless entry and push-button start, which the vehicle does not have.Overall, this entire experience has been extremely stressful and has left me feeling very concerned about both the legality and safety of the vehicle I was sold.I have attached supporting documentation highlighting the issues mentioned above.I would appreciate a full investigation into this matter and a response outlining how this situation will be resolved.Many thanks,Alice Blair

I am writing regarding the car that I purchased from you in May 2025, which is now just under one year since purchase and still covered by the extended warranty.I have recently discovered that the vehicle has suffered significant damage caused by water ingress into the boot and tailgate area. This led to corrosion of some electrical components resulting in needing to replace the power supply transformer. Following inspection, the garage identified that leaks through the tailgate alignment holes and a previous repair to the bumper bracket (where the hole drilled was too large) were the reasons for the water ingress.Given the nature of the issue, it appears likely that both these defects were present at the time of purchase or arose due to a substandard repair carried out prior to sale - which is not identified in the paperwork supplied with the car.The repair costs were significant - and as only a small element of the repair was covered by the extended warranty - we have had to pay over £1000.In addition to this I am concerned about whether the water damage already caused has had further as yet unseen impact on the vehicle’s safety, electrics and long‑term condition

The only way you can help and that is to fix my car

To whom this may concern,All proof and documentation will be available upon request.I bought an Audi A6 (JN09 KAN) from Lookers Car Hub, Birmingham, B7 5AH.Vehicle had 51,350 miles on collection day (10/06/2025).My experience with the Sales team in acquiring this vehicle was very smooth and pleasant throughout.Ever since, I have kept on top of maintenance for the vehicle, having both the gearbox serviced and its required interim service.Advancing five months later on 10/11/2025, a dashboard message appears advising to replace 6 litres of Adblue into the vehicle, which I completd immediately using a local BP garage.This text then disappears but only a couple of hours later, the Adblue/DEF warning light appears on the dashboard. This is shortly followed by the engine management light.Unsure of what’s happening, I enlisted professionals for diagnostics on the vehicle.The first, explained to me the cause could be a blockage somewhere in the Adblue system, a wiring issue or the Adblue level may still be too low in the vehicle.On the same day, a Halfords Auto Centre advised that the NOx sensor needs replacing to start with, but this may not be the whole fix.On 17/11/2025, as I have a RAC warranty with them, I contacted the Lookers Birmingham garage explaining the situation and this resulted in an investigation being booked in for the 05/12/2025.I dropped my vehicle off to Lookers on the 05/12/2025, was given a courtesy car and told I’ll be contacted when there is an update on my car.My case handler at Lookers since vehicle drop off is a lady at the front desk called Samina.My experience with the after sales department has been unpleasant ever since and throughout.I called the Lookers garage on the 17/12/2025 aiming to get an update, Samina explained that her technicians believed the issue is a faulty Adblue injector which they aim to rectify in the upcoming days.By the 19/12/2025, Samina from Lookers, informed me by telephone that the injector replacement took place but the dashboard lights remain on and that I had to book myself in at an Audi dealership to get the lights “reset and reprogrammed”.She proceeded to ask me when I am going to drop the courtesy car off and pick up my own.Bearing in mind the warning lights on my vehicle triggered an inducement mode meaning there is a countdown until the vehicle will not restart. The vehicle had 100-150 miles to until no restart.Lookers garage knew this information.I explained it would not be safe to drive my vehicle in that condition and asked who would be taking care of the invoice of my Audi appointment.Two weeks passed without any meaningful communication.On 05/01/2026, I physically visited Lookers, as I have my upcoming appointment at Wolverhampton Audi.At the visit, Samina informed me they will take care of transporting my car to Lookers Audi Newcastle (booking ref number - 49551) and my RAC warranty will take care of the invoice.This supposed appointment was made to take place on the 14/01/2026.Again, not being able to reach Lookers by telephone and not hearing from them for over a week, I proceeded to physically visit the retailer on 23/01/2026 for an update.The after sales receptionist told me that my vehicle had not been transported to its appointment yet at Newcastle Audi.No personnel in the building could provide me with a reason why this was the case. Further on, they could not tell if or when a following appointment could be made for to rectify this.I expressed my dissatisfaction with the after sales department and their lack of correspondence with me throughout the vehicles repair.I expressed my wishes to reject the vehicle and requested that the after sales manager contact me about the situation.At my last visit at Lookers, I was assured I would be contacted as soon as Samina is back in the office, or the after sales manager is available.As this did not happen, I physically returned to Lookers on 30/01/2026.Only because of my visit, Samina, then again informed me that a second appointment has been made, this time at Audi Birmingham (booking number - 17069), for the 18/02/2026.This Audi approximately 10 miles from the Lookers garage.I contacted Audi Birmingham on 19/02/2026 and 20/02/2026 for vehicle update. Both times, I was told the vehicle has not been delivered by Lookers and I should contact the Lookers garage for further information.On 24/02/2026, I physically visit Lookers requesting to speak to the after sales manager and after waiting for a long period of time, he agreed to sit with me.I expressed my concerns and huge dissatisfaction with their handling of my vehicles repair, stating this as the reason why I wished to reject the vehicle under the Consumer Rights Act 2015.He went on to say worrying statements such as, “It’s not my responsibility to make sure you have a like for like courtesy car, but only to make sure you are kept mobile.”As well as, “If I wanted to, I could have requested our car back a long time ago.”He also added, “there is no amount of time a repair needs to be completed in.”I mentioned that I’m not confident on how reliable the vehicle will be when I receive it and this has caused me to have doubts on the condition it was in at the time of sale to me.He replied with, “If you’re looking to go down the route of rejection, it will be hard to prove as you have drove it for nearly 10,000 miles.”I found his attitude very rude and lacking professionalism not seeming to view this as a big issue to him.This email follows my decision to reject and a complaint I have put against himself and Lookers which he acknowledged by form of email on 24/02/2026.Regards

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.