please see attachments for the customers complaint letter

Re Polo reg VN72UOA - Warranty ref LOOK1209383Please see email to Jay, your sales team member, as below. I believe Jay might be on leave over Easter so may not be able to handle this request in time to meet our 14 day cooling-off deadline for the warranty we have bought? Could any of his colleagues sort out the need for our initial warranty inspection to avoid us having to cancel the plan? Thankyou, Mick and Jan Wilson ;From: Michael WilsonSent: Wednesday, April 01, 2026 19:58To: Jay Alderton; SophieRoxby@lookers.co.ukSubject: Re: (USED) Protection Product Options - Maintenance and Repair Plus Plan ref LOOK1209383 re POLO reg VN72UOAHi Jay,Thankyou for your telephone call earlier today. We look forward to seeing you tomorrow for handover of the Gard X maintenance kit.You queried the need for a start of maintenance warranty inspection and checklistas requested in my email below?I have reviewed the "Maintenance and Repair - Platinum Plus Plan "- Terms and Conditions and I would draw your attention to the following extracts from the agreement (wording from plan quoted in italics);Plan item 1: What the Plan provides; "a maintenance inspection at the start of each one-year period that the plan lasts"Plan item 1: (second paragraph) "The periodic maintenance inspection must be carried out before our maintenance and other obligations apply for the year in question"Plan item 4 How to use the Plan: "The first inspection will be completed immediately at the start of this plan and you will be provided with a checklist"Plan item 6 Our responsibilities under the Plan (paragraph 4 - Periodic Maintenance Inspection) "One maintenance inspection of your vehicle at the start of each one-year period that the Plan lasts"Schedule 1 - Maintenance Inspection Checklist, as attached to Plan Terms and Conditions, covers the 38 specific areas (including several areas with multiple elements for inspection) to be inspected at each Periodic Inspection. As per Plan item 4, the Plan holder will be provided with a checklist.All of the above fall within the Terms and Conditions of the warranty Jay so I would again ask that the initial inspection be planned to take place without delay in order to comply with the terms of the warranty.Our 14 day cooling-off period for this warranty ends on Monday6th March Jay so we need to get this inspection completed within the next day or two please.I have copied in Sophie Roxby as you mentioned you may not be at work over next few days? Hopefully Sophie might be able to make arrangements for the initial inspection on your behalf if necessary in your absence?ThanksMick and Jan01740 622379

cust paid deposit of £250 and the following day decided not to go ahead with the purchase. 17.03.26 the payment was made

To the Lookers Management Team / Martin,I am writing to formally complain about the lack of progress regarding my BYD Seal.The Timeline:• 16/03/26: Full payment made.• 18/03/26: Vehicle collected.• Since Collection: I have called every day (often twice a day). I have been told different stories by sales and the BYD team (Holly and others), promised callbacks that never happened, and told the manager was too busy to help.The Problem:Because this is a pre-reg car, it is still digitally linked to a previous owner or a Lookers staff member. This is a major security and privacy issue. Currently, a stranger has keyless access to my car and can see my live GPS location on their phone.The Solution:BYD Customer Service has confirmed that you simply need to submit a Jotform online application to the BYD Cloud Team. This should have been done the day I collected the car.I am requesting that this form be submitted immediately today. I will not accept any further delays about managers being busy or staff being on the phone. This is a data protection matter.Please reply to this email with a copy of the Jotform submission confirmation so I know the process has finally started.Regards,

Dear Sir/Madam,I am writing to raise a formal complaint regarding my Ford ST-Line, registration WN73 EMK, which remains under warranty.The vehicle has been experiencing an ongoing and worsening powertrain malfunction since purchase. Despite returning the vehicle to your service department on more than four occasions, the issue has not been resolved.I have been informed that spark plugs and fuel injectors were replaced, however these repairs have been unsuccessful. At my most recent visit, I was advised to use premium (super unleaded) fuel. This is not acceptable, as this requirement was never communicated at the point of sale and does not address the underlying fault.Given the repeated failed repair attempts and the fact that the fault is worsening, I have now lost confidence in the reliability and quality of the vehicle. It is clear that the issue has not been properly diagnosed or rectified.Under the Consumer Rights Act 2015, a vehicle must be of satisfactory quality, fit for purpose, and as described. As this vehicle has not met these standards and multiple repair attempts have failed, I am now formally exercising my right to reject the vehicle.I am requesting a full refund of the purchase price.Please treat this matter as urgent. I expect a written response within 7 days confirming how you intend to proceed with the rejection and refund process.Should this matter not be resolved promptly, I will have no hesitation in escalating the complaint further.Yours faithfully,Jake

Hi,I recently purchased a used Cupra Born from the Middlesbrough dealership and would like to make a complaint about the quality of the vehicle i received. I collected the car on Wednesday last week and on Thursday when driving the car I experienced an issue where the front undertray part of the car broke off, which caused damage to the front bumper. I patched up what i could and got it home for a closer look, which is when i noticed some old yellow tape under the car which appears to have been used to connect the undertray section of the car to the front bumper therefore indicating this damage was pre-existing. I'm really disappointed with this as I would have expected this to have been picked up when the car underwent its pre-sale checks and service. The reason i purchased from a dealer is I wanted the reassurance that these checks had been done. When i collected the car it looked in great condition, but i obviously was not under the car doing an inspection. I sent and email to the salesman on Thursday with photos of damage but i have not heard back, nor had an acknowledgement. I've been in to the Cupra garage today in Aberdeen to get an idea of costs, where indicated this could be near £1k to fix but won't know full extend until an examination is done which will cost £120. I would like the cost of these repairs to be covered by Lookers as I only have the car for one day and believe the car did not undergo the required checks prior to release and this issue should have been picked up (at least the tape for further inspection). I can provide the photos again if required. Please can someone contact me as soon as possible to discuss further. Kind regards, Mark

Took my truck in for service, interior clean to a high standard as noted by staff. The truck was only getting a wet belt done, upon pick up i diddnt even get out the car park before noticing the truck was driving shit, alignment all over the place unlike the perfect condition it was brought in. So i took it back and informed the service staff, waited 40 mins in which time i was told that the mechanic who test drove the car noticed the alignment was off. Highlighting that my altered alignment was noticed with no intention to fix it. I am then told to wait another 30 mins while they do the alignment, to then be told they cant do it because they’re too busy? And to go home in my courtesy car… i have been to Middlesbrough car hub over a hand full of times and every single time they have displayed incompetence and poor service and i am fed up! Always seems to be made light of when inconveniencing people

Twice i have been informed my Vehicle has to be taken home by one of your employees so the distance of battery over actual mileage can be assessed, so while i dont have any transport your mechanic has my car, so far for 2 days.Is this normal, for an employee to drive home in a clients car? to check mileage, also who is going to re-imburse me for any petrol usage.

HiThis is a follow up email to the conversation I had with the manager on 26/2/26 at lookers Middlesbrough regarding a Peugeot 308sw KS22 BNB purchased from lookers car hub Middlesbrough.The complaint is paint on left rear wheel arch area paint has come off leaving it exposed.I went to see a car paint specialist he advised me the car has been repaired before and that a water based paint has been used which is the wrong type of paint and to take it back from where I purchased the car.I asked to speak to a manager at lookers car hub Middlesbrough, he came out to look at my car with the paint technician and it was agreed to bring the car back 5/3/26 for repair, both where very helpful and listened to my concerns.I have had nothing but problems with this car always passenger side of the car wing mirror, central locking, passenger window, damage windscreen left corner please see complaint from 7 Apr 25.Now seeing that the rear passenger side of the car has had a repair makes me suspicious that all the problems are linked to accident damage to the passenger side of the vehicle and what else may have been repaired to the same poor standard. When purchasing this car I asked these questions and i was told it had not been involved in any accidents at the time of purchase.Kind regardsPhilip wigham

We found the whole experience of buying our car straight forward. Jay explained everything in a courteous, professional manner. Three days from test drive to taking the car home was great for us.