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.

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.

I am submitting this complaint about the service plan which I have now had to cancel. The Service plan is managed by Emac and at the 2 year service yesterday I was given the quote for the next 2 years which was £983.68. This is a shocking increase for a service plan and I was told it was because of a Ford recommendation that the spark plugs need changing at year 4.The quote for spark plugs has no business being part of a Service Plan which should be designed to help spread the cost of a service. Regardless of what Ford suggest it would ultimately be my decision to change the spark plugs at this point, especially if the car still has very low mileage. If I did decide to get the work done, then I would also probably have it done elsewhere rather than pay the inflated main dealer costs which must be significant as the service plan has more than doubled in price.Despite my objections yesterday I was told that’s the price that was set by Emac and they must have looked at the ford recommendations and added it on.Having just spoke to Emac they were very surprised to hear the cost of the plan and I’ve asked them to escalate this. They told me that the cost is decided by the dealership and nothing to do with them so what I was told yesterday by Lookers was a complete lie.This is very disappointing to find that Lookers are using the Service Plan to try and make more money from the customer than necessary. I have had a number of service plans over the years and none of them have added potential work into the cost, especially work that may or may not need doing.This will definitely make me think again before taking any service from Lookers in the future.

Just picked up my new car from Lookers Car Hub at Middlesbrough today, after initially going to look at a vehicle last week. I can honestly say that in over 50 years of buying cars this has been the best experience we have ever had. The salesman who dealt with us, Jay, was extremely helpful, pleasant and professional throughout. Any questions I had were answered, the whole process was excellent and I would not hesitate to recommend Lookers Car Hub, and particularly Jay.

I am raising a complaint regarding unresolved faults on my recently purchased vehicle and the lack of response from Lookers.I reported two issues — a tyre pressure sensor malfunction and the vehicle entering battery‑preservation mode — on 28 December to a member of staff at Lookers Car Hub, Middlesbrough, and asked whether these could be investigated given that I had only owned the vehicle for two months. I received no reply, so I submitted a webform request via the Lookers website in early January. I did not receive a response to that either. I visited the dealership on 28 January, the first opportunity I had, and was told there was no record of my submission.I was then informed that because the three‑month warranty had now expired (by one day), I would need to pay £176 for diagnostics, as this is not covered under the Assurant extended warranty I purchased with the vehicle — despite the fact that the faults were reported in December. I was also told to “take it up with the salesman or the after‑sales team” rather than the dealership taking responsibility.Under the Consumer Rights Act 2015, faults reported within the first six months are legally presumed to have been present at the time of sale unless the dealer can prove otherwise. I reported these issues within that period, and within the three‑month period Lookers refers to. The lack of response from Lookers should not remove my statutory rights or result in diagnostic charges.I am requesting that Lookers acknowledge the original December report, arrange diagnosis and repair without charge, and confirm how this situation will be resolved.

I received my car in January 2025. I later discovered that when it was brought to my attention that the passenger safety struts had already expired in 2023. Sold it to me nearly two years expired. This is a serious safety issue and also invalidates my insurance.When I contacted Lookers, I was passed between multiple departments with no one willing to help. I was even advised to get the issue sorted myself, despite this being a costly safety-related fault that existed before I took possession of the car. I was also told they had “no idea” about the issue — which is worrying given they are a garage responsible for vehicle checks.I was told a business manager would deal with it, yet nearly three weeks later I have had no contact at all. The lack of urgency and communication around such a serious issue is unacceptable.Supplying a car with expired safety equipment raises serious questions about their inspection standards. If this does not get sorted I will be taking this further.