viewed Corsa GS on 6th June, not keen on the one viewed but was advised another coming in and placed deposit, was told the friday of that week that car was on site, email received satuday morning just before leaving to advise that car was not on site. salesman came across as pushy trying to get customer to pay full balance without saying, turned out he was going on holiday. dealt with different salesman the following weekend and the sales exec seemed disinterested and was on his phone more then interacting with the customer. refund was requested on the 20th June and has been chased several times since to be told it will be chased with the finance team but then no one makes contact to provide update or apologise for the delay. dealt with Phil initially and the sales exec that was not interested was ali

Driver’s door has a creaking and cracking when opening and closing. From checking over it at 2 independent garages and both investigations stated there’s a door hinge issue which they’re saying happened pre ownership as there’s dried out lubricant which went into the frame work of the car to mask the noise/creaking but overtime its dried out and become discoloured, so not working as its supposed to and crunches when opening the door. Under that assumption, this was before point of sale.Took it to South Shields and videos and photos were taken, and not happy with the response.They researched, and Ford America has a recall in line with this particular issue.Either wants warranty to sort it, FORD or the selling dealership to resolve it as they feel this was predating at point of sale

Dear Senior Manager / Regional Manager, Formal Complaint – Vehicle Preparation, Failed Repair Appointment, Missing Documentation and Ongoing Loss of Time / Money – NB71 EAB Ford Mustang I am writing to formally complain about the standard of service I have received from Lookers Car Hub Middlesbrough both before and after purchasing my vehicle. My primary concern is the complete lack of attention to detail, the significant amount of time that has been wasted, and the fact that, as a self-employed individual, that wasted time has a direct financial impact on me. I paid a deposit on the vehicle on 21 May and collected it on 26 May. Shortly after collection, I immediately identified two issues: • The roof-mounted glasses holder was faulty and would not click shut. • The vehicle had not been supplied with the essential seven-digit factory code required to activate and use the keypad door locking system. Frankly, neither of these issues should have existed on a vehicle that had supposedly been prepared for sale. The missing keypad code should have been obtained before handover, and the faulty glasses holder should have been identified and rectified during vehicle preparation. Both issues demonstrate a concerning lack of attention to detail. I reported these matters immediately and I was advised to book a repair appointment which was subsequently booked for 16 June. This appointment was arranged approximately two to three weeks in advance, giving the dealership ample opportunity to order in either a clip or a new glasses holder and ensure they were available before my visit. The appointment was reconfirmed beforehand and I even contacted the dealership separately to provide additional information and notes regarding the fault / missing items. I arrived at approximately 10:30am and was provided with a courtesy vehicle. Throughout the day I received no meaningful updates and ultimately had to chase the dealership myself to determine whether my vehicle was ready. Ironically it was magically ready within 15 minutes of my phone call. When I returned at approximately 4:00pm, I was astonished to discover that absolutely nothing had been repaired. Apparently the 7-digit code has been identified but there was no invoice to write it on. Your colleague said she would text it to me, but at time of writing this, the next day, nothing in yet. I must remind you I requested this code 3 weeks prior and as I hadn’t been told it, I ended up leaving it for this warranty repair appointment. Instead, I was simply informed that a replacement part had now been ordered for the glasses holder. This raises a very obvious question: what exactly was my vehicle doing at your dealership for around five and a half hours? The fault had already been identified weeks earlier. The issue had been clearly described. The appointment had been booked well in advance. Yet no repair was completed and I was simply told that a part had now been ordered. The result is that an entire day of inconvenience has achieved absolutely nothing and I must now repeat the entire process again. As someone who is self-employed, this is not merely an inconvenience. Time away from my work costs me money. Between travelling to and from the dealership, collecting and returning the courtesy vehicle and dealing with traffic, I lost approximately 1 hour and 45 minutes of productive working time and a further 90 minutes to compile this complaint. More frustratingly, this loss of time will effectively double because I now have to return and go through exactly the same process again for a repair that should have been completed during the original appointment. An appointment, I add, that was totally unnecessary in the first place. I also remain concerned about the missing seven-digit keypad code. During my visit on 16 June, I was advised by a member of staff that the code had been successfully obtained from the manufacturer. However, I was then informed that she could not provide it because she had no invoice available on which to write it down. I was assured that it would instead be sent to me by text message. No text message has been received and I am still waiting for the code. This issue should have been resolved weeks ago. There is a further matter which has significantly damaged my confidence in the dealership. When I paid my deposit on 21 May, I specifically requested a State of Health (SOH) battery report. This was important to me because it is an electric vehicle and the battery condition was a key factor in my purchasing decision. I was assured that I would receive this report as part of the sale. When I collected the vehicle on 26 May, I asked again and was again assured that I would receive it. There then followed a series of explanations suggesting that the relevant person was on holiday and that this was the reason for the delay. Frankly, this was not an acceptable explanation. Customers should not be left waiting indefinitely for information because a particular employee happens to be absent. One naturally begins to wonder what would happen if that individual never returned. Most concerningly, when I collected my vehicle on 16 June following the failed repair appointment, a different member of staff informed me that Lookers does not provide SOH battery reports to customers. If that is indeed company policy, then I should have been told this from the outset. Had I been informed on 21 May that no SOH battery report could be supplied, I would literally not have proceeded with the purchase of the vehicle. Phil Harris will attest to the fact that I was in two minds about the purchase due to the age of the vehicle as ideally I was hoping for something a little newer, so the SOH report was vital for me to commit to this purchase. I therefore find myself in the unacceptable position of having purchased the vehicle on the basis that a report would be provided, only to be told weeks later by another member of staff that such reports are not provided at all. One way or the other, one thing is certain, someone in this chain of events is lying or making it up as they go along. To add to my concerns, I have virtually no service history for the vehicle beyond the service carried out by Lookers prior to sale, making the SOH report even more important in my decision-making process. Throughout this experience there has been a recurring lack of communication, consistency and attention to detail. At every stage I seem to have received different information from different people. I should make it clear that not every aspect of my experience was negative. Phil Harris was professional, helpful and made the purchasing experience far more pleasant than it otherwise might have been. He is a credit to your business and deserves recognition for the way he dealt with me. Several other staff members I have nicknamed ‘The Business Prevention Service’ as they went out of their way to put me off purchasing from Lookers and clearly did not give me credibility for being a serious buyer. We won’t go there in this complaint, but I have been a Regional Manager for a large corporate entity and I have spent my career training sales staff, and my initial communications with Lookers left me feeling deflated, until Phil stepped in. I, in essence, purchased the vehicle due to Phil. Also, when I was given my vehicle back, the time was incorrect on my infotainment system which caused further confusion, as well as the fact that other settings had been tampered with and 1 pedal drive had been activated; something I had not yet learned or utilised in my initial 2-3 weeks, so I had to work out how to disable the feature whilst desperately trying to get back to work to make up for lost time/money. I am therefore requesting: 1. A full written explanation as to why my vehicle remained with the dealership for over five hours when no repair work was completed, even though I told you the issue 2-3 weeks prior). 2. Confirmation that the replacement part has now been ordered and will be available before another appointment is scheduled. 3. Immediate provision of the seven-digit code required to unlock the door keypad. 4. A clear explanation regarding the SOH battery report, including why I was repeatedly assured it would be supplied if that was never the intention. Obviously I would like the report for my records. 5. Appropriate compensation or goodwill in recognition of the wasted appointment, the financial impact of lost self-employed working time, and the fact that this inconvenience must now be repeated. 6. Confirmation of the escalation process should I remain dissatisfied with the outcome. I purchased this vehicle in good faith and expected a professional level of preparation and aftersales support. Instead, I have experienced repeated delays, conflicting information, unnecessary inconvenience and significant wasted time leading to loss of income. I would appreciate a response from someone responsible for the whole Middlesbrough operation as there is too much conflicting information comping from more junior staff members. Yours faithfully, Adam Howes Kind Regards, Adam Howes,

Hi I bought a VW Passat registration NX70 TFZ. This car was delivered to me on 4/6/2026.I was disappointed in the presentation of this car considering it was bought from a main dealer.Paint condition really could have done with a machine polish. So flat. Car wasn’t even washed.When I get a mini valet locally the car looks better than this car.The brake pads sound like they need changed. I’m not a mechanic but you can hear the sound they make and the difference in braking compared to my previous car. How could this be missed.I am within my 14 day period of being able to return this vehicle.I would prefer to get compensation for the cost of rectifying the faults mentioned.

cust purchased a vehicle from Paul Shepherd on the 14.04. The cust had some problems with the car and returned back and for with the dealership. The cust then sold the vehicle but is needing to cancel the warranty, MDP and he has been told it has nothing to do with the branch. The cust is just wanting too get his money back.

Poor customer service from day 1.Arrived for a pre-booked appointment and the sales advisor was unavailable. Waited for 40 minutes then another sales advisor reluctantly came to help. He didn't have any knowledge of the car or the scheme we were buying from as he didn't work in that area.It was the puma deal that came with a free home charger and 10,000 miles of charge credits when switching to Octopus Energy.Karl told us the wait for the charger was 4-6 weeks.That had well gone by so we chased and chased about the car charger while waiting for the car. He said he couldn't access the information on the waiting time and just wait it out as it's on it's way.Got the car. He said it's weird as everyone else had their charger fitted before the car came. Turned out he had never completed the forms to order the charger for us. So we were paying well over the odds to charge publicly.Once ordered we were at the back of the queue so had a long wait.The car arrived on the first week of December and the charger wasn't fitted until late February due to his failure to complete the necessary forms. It cost us £279.57 extra compared to home charging.We have since been chasing Octopus for the 10,000 charge miles credits which is worth roughly £250. Months have gone by. Turns out it's because he hasn't completed the forms and sent them off when we got the car.We have tried emailing him but he's just not answered any emails but he is in work.I've never leased a car from new before but expected the customer care to be there even if on a basic level.

Dear Sir/Madam,I wish to make a formal complaint regarding the sale of an RAC Platinum Warranty in connection with vehicle registration VR52 KEZ, purchased from Lookers Car Hub Middlesbrough in September 2025.At the point of purchase, I initially declined the warranty. However, the salesperson repeatedly advised me that the RAC Platinum Warranty was “as good as the manufacturer’s warranty” and encouraged me to purchase it.Based on those representations, I agreed to pay for the warranty. I did so on the understanding that it operated in a similar way to a manufacturer-backed warranty and would not involve additional claim-related costs of this nature.I have since reviewed the policy after investigating a potential claim and discovered that I may be required to pay diagnostic charges before a claim can even be considered. At no point during the sales process do I recall this being explained to me.Had I been informed that I could be liable for diagnostic fees when making a claim, I would have been able to make a fully informed decision regarding the purchase of the warranty. This was a material factor which I believe should have been clearly disclosed, particularly when the product was being presented as equivalent to a manufacturer’s warranty.My complaint is not about the terms of the RAC policy itself. My concern is the way the warranty was sold to me and the information that was provided during the sales process. I relied upon the salesperson’s description of the product when deciding to purchase it.I would therefore ask that Lookers investigate:1. How the RAC Platinum Warranty was presented to me during the sales process.2. Whether diagnostic charges were specifically disclosed and explained.3. Why the warranty was described as being “as good as the manufacturer’s warranty”.4. What steps Lookers proposes to take to resolve this complaint.My details are as follows:Darren McGovern15 Colliers GreenMiddlesbroughTS4 2DAVehicle Registration: VR52 KEZI look forward to receiving your acknowledgement and formal response.Yours faithfully,Darren McGovern

Yes we have tried numerous times all day to get someone to answer the phone on sales in the end had to go via service's who answered. I’m trying to buy a car which you have in but it seems like anti sales

My vehicle a hyundai i10 was delivered on the 30th of April 2026, the clutch needed adjusting causing the gears to get stuck engaging and disengaging and not being able to get into some gears at all causing me to get stuck in traffic and put hazard lights on. Upon delivery the salesman asked when I was free over the weekend to call and ask how I was getting on with the car, a day was arranged and I never got a call. I highlighted that the clutch didn't feel right on the test drive but my concern was dismissed. The car should have never been delivered in this condition as it was not fit for purpose and potentially dangerous, it had obviously not been checked properly. The car was returned and I asked for my money back to which the manager told me they had a 30 day policy to repair the car. He offered to set up a phone call for me with the sales manager which then never happened. I received the car back on 11th May and had three days use before the same problems started to arise again, the car was having trouble going into reverse. I was told the car was fixed, this is not the case. I have rang services and spoken to the manager to find a solution, the manager said he would call me back and didn't. Since having the car delivered it has only worked without issue for three days. The after sales care has been poor at best and the entire experience has been stressful and disappointing. The servicing and repairs are obviously not doing there job properly signing the car off in the first place and then doing a sub standard repair job. This has inconvenienced me with getting to work and cost me money.

cust purchased a vehicle on the 16.04.26, he is now wanting to return it due to the vehicle not being fit for purpose. cust is unable to driie the vehicle due to her disabiility