Hi AliI am being in touch with you for the 2nd time regarding the car I bought from Lookers that the blue tooth is extremely unclear I would like to have this sorted before the 3 month warranty expires.Can someone please get in touch with me to have the problem sorted.Many thanks

Good afternoon,I have tried to send this to the reservation refunds email address, but it does not work (reservationrefunds@lookers.co.uk)My husband (Robert Mullins) recently reserved and bought a car from one of your branches. We placed a £250.00 reservation on the car using my credit card.However, upon looking at the finance statement, the reservation fee was not used as a deposit but as yet, the fee has not been refunded to me.We tried to contact the salesperson direct who dealt with us, but he didn't seem to understand the situation.The reservation was made on the 23rd October. Obviously in this time, we have accrued interest on my credit card. Please arrange to refund the reservation fee plus and compensation for the inconvenience and interest accrued.Please find attached documents to help you investigate and deal with in a timely manner.Kind regards,Samantha Mullins

Service received

Hi,Wonder if you can help get a resolution to this please…..I bought a used Ford Kuga AV24 VKL from your Lookers Car Hub Middlesbrough branch, the salesman was Will Watson.Arranged collection for Tuesday 19th August 2025 which did not go well, there was damage to the front bumper of the car that did not appear to be there on the test drive a week earlier, the service that was agreed was not done, and a couple of other issues regarding the lack of any fuel in the car and the state of the “valet” all of which makes me feel that they had either forgotten I was collecting the car or were really not that bothered. At the time Will said the damage would probably need painting and we discussed possibly getting that done at the Lookers South Shields branch as it was much closer to home for me, he also said that the service history would be available online and I would need to create an account and log in to the My Ford app to see the details…….he must have known at this point that the service had not been done !I would have thought he would have contacted me in the following days after collection to apologise and arrange to get any work done that was necessary……apparently not.I sent Will an e-mail regarding the issues on the 27th August 2025 (I will forward you a copy of this)…….this e-mail was ignored.I rang the branch on Saturday 6th September 2025, I was told that Will was in but busy with another customer, I was told to resend the e-mail and they would get Will to call me back….which he did, the one and only call I have had from him since I paid the money in full for the car.This is what he said regarding the points from my e-mail dated 17th August 2025:• The damage to the front bumper – he would see if he could arrange to get it done at a closer Lookers branch possibly South Shields• Service – he would need to speak to the Service department but they were not open at the weekend so he would have to get back to me on that.• Lack of fuel & valet – just nonsense really, you can not really justify letting a car leave the branch with an egg cup full of fuel in it and even he said the car looked a state.The conversation was left with him saying he would call me on Monday 8th September 2025 after he had investigated getting the damage repaired and an update on the service status.Now later in the day he sent me an e-mail with no words on just an attachment implying that the car has had an oil change and cabin filter change on the 10th April 2025 and it looks to have been done by Enterprise who I assume were the previous owners….not sure where he got that information from and what he expected me to do with it as I am pretty sure that is not good enough to preserve the cars service history…..I will forward you a copy of that e-mail.He never called me on the 8th September 2025.I have tried to contact the branch a few times since but either don’t get through or get transferred to people who don’t answer the phone.I think I have been pretty patient, but this is ridiculous, the level of customer service is none existent to the point of being embarrassing, Will has no intention of doing anything about this and has shown no interest in this since the day I paid the money for the car.I will forward you three e-mails:• e-mail from Will to me on the 14th August 2025 (before I agreed to purchase) with Will agreeing to service the car• e-mail from me to Will on the 27th August 2025 about the problem during the hand over of the car…….this is the one he ignored.• e-mail from Will to me on 6th September 2025 about an oil change and cabin filter change done by Enterprise in April 2025Any assistance in this matter would be appreciated.

Hi,Wonder if you can help get a resolution to this please…..I bought a used Ford Kuga AV24 VKL from your Lookers Car Hub Middlesbrough branch, the salesman was Will Watson.Arranged collection for Tuesday 19th August 2025 which did not go well, there was damage to the front bumper of the car that did not appear to be there on the test drive a week earlier, the service that was agreed was not done, and a couple of other issues regarding the lack of any fuel in the car and the state of the “valet” all of which makes me feel that they had either forgotten I was collecting the car or were really not that bothered. At the time Will said the damage would probably need painting and we discussed possibly getting that done at the Lookers South Shields branch as it was much closer to home for me, he also said that the service history would be available online and I would need to create an account and log in to the My Ford app to see the details…….he must have known at this point that the service had not been done !I would have thought he would have contacted me in the following days after collection to apologise and arrange to get any work done that was necessary……apparently not.I sent Will an e-mail regarding the issues on the 27th August 2025 (I will forward you a copy of this)…….this e-mail was ignored.I rang the branch on Saturday 6th September 2025, I was told that Will was in but busy with another customer, I was told to resend the e-mail and they would get Will to call me back….which he did, the one and only call I have had from him since I paid the money in full for the car.This is what he said regarding the points from my e-mail dated 17th August 2025:• The damage to the front bumper – he would see if he could arrange to get it done at a closer Lookers branch possibly South Shields• Service – he would need to speak to the Service department but they were not open at the weekend so he would have to get back to me on that.• Lack of fuel & valet – just nonsense really, you can not really justify letting a car leave the branch with an egg cup full of fuel in it and even he said the car looked a state.The conversation was left with him saying he would call me on Monday 8th September 2025 after he had investigated getting the damage repaired and an update on the service status.Now later in the day he sent me an e-mail with no words on just an attachment implying that the car has had an oil change and cabin filter change on the 10th April 2025 and it looks to have been done by Enterprise who I assume were the previous owners….not sure where he got that information from and what he expected me to do with it as I am pretty sure that is not good enough to preserve the cars service history…..I will forward you a copy of that e-mail.He never called me on the 8th September 2025.I have tried to contact the branch a few times since but either don’t get through or get transferred to people who don’t answer the phone.I think I have been pretty patient, but this is ridiculous, the level of customer service is none existent to the point of being embarrassing, Will has no intention of doing anything about this and has shown no interest in this since the day I paid the money for the car.I will forward you three e-mails:• e-mail from Will to me on the 14th August 2025 (before I agreed to purchase) with Will agreeing to service the car• e-mail from me to Will on the 27th August 2025 about the problem during the hand over of the car…….this is the one he ignored.• e-mail from Will to me on 6th September 2025 about an oil change and cabin filter change done by Enterprise in April 2025Any assistance in this matter would be appreciated.Geoff Houmark

I have been directed by Lookers car hub Middlesbrough to forward my dissatisfaction to yourselves following the below review I left on Autotrader.Dealership price…. private sale serviceI can’t agree with all the previous 5* reviews, my experience was paying dealership price but receiving private sale service.The following points are based on the service I have received from other Lookers dealerships….when I have bought a car from them and times when I have not.No refreshments offered despite the sales person knowing we had travelled 2.5 hours to see the vehicle, then on collection day after a 4 hour train journey. The sales person did pick me up from the station on collection day however, but I wasn’t expecting him to use his mobile phone for a telephone call (not on hands free) when driving back to the showroom.When viewing the car it had a price on the window which was £200 lower than on the internet but they refused to compromise and said price was the higher price on the internet no wiggle room as price on the car must have been a mistake.When on test drive tyre pressure monitoring fault shown on the dash, however sales person confirmed this would be fixed prior to me collecting the car. Once I purchased the car and payment made I was then told they couldn’t fix the fault but I was to arrange to claim it on the warranty with a local garage when I got home so problem pushed onto me to resolve.I was advised car was serviced however on driving away from the showroom I had to stop and put 10psi in all the tyres as a further warning was on the dash. Screen wash also not filled up as light came on the following day which all gives me concern it has not been serviced.Despite looking to confirm the car would get a full valet prior to me picking it up I have just spent four hours cleaning it myself to a standard I would have expected from a showroom sale.In short I like the car but the services I would have expected from a showroom were non existent and I could have saved myself the travel and some money buying private for the same level of service.Disappointed as this is not the same customer service that I received from local Lookers in the past.At the start of September I was looking to buy a new second hand car, I found a used Tesla Model 3 at Lookers Car Hub Middlesbrough and enquired about same however sadly it had already been reserved, a few days later it came back up for sale so I reserved it and ultimately bought same however the service we received has been really disappointing and not that which I have experienced when I previously bought a car from Lookers Dumfries, and then recently when making enquires at Lookers Carlisle about a car that was not even in their stock but at another branch. (Cameron and his colleague at Lookers VW Carlisle could not have done more for me and even stayed on an hour after their finishing time to help me when I didn’t even agree to the sale with them! Absolutely first class service from them.) sadly the team in Middlesbrough were nothing like it.On top of the aforementioned issues, both in service delivery but also illegal breaches of road traffic law by the sales person, the tyre pressure fault which came with the car, has been fixed by myself taking it to Glasgow (nearly 200 miles round trip and requiring me to take a day off work) and after two weeks of chasing up Lookers Middlesbrough the money has been paid to me, sadly it took 3-4 reminders from me to Jay and his manager ( who has never spoken to me about my dissatisfaction nor do I even have his name). Of note I tried to claim this on the 3 month RAC warranty I was advised was included in the sale only to find out it was never set up by the sales person… which I have to say I fear was the dealership trying to save money in the event I didn’t claim in three months. The repair was also not included in the cover… which I didn’t think it would anyway as a consumable part but the sales person was very confident that it would be…. again I believe just a comment to get me out the door with a sale.I asked if £200 could be refunded to cover my time to take the car for repair but also not unreasonable given the difference in price of car on the forecourt (photo attached £14544) and that which I was ultimately charged £14737, but also all the other issues…however this has not been considered.Any assistance you can provide would be very much appreciated.I am also happy to be contacted by phone to discuss if easier as typing on my phone is not easy to get the full circumstances

I took delivery of the above vehicle from Lookers Vehicle Hub in Middlesbrough on19 September 2025, the mileage was 40,242.It was purchased for my daughter and has remained garaged at home in Newcastle upon Tyne until yesterday (18 October 2025), when I drove it down to her at Keele University in Staffordshire.The vehicle sadly broke down en-route in Newcastle under Lyme - blocking a major road which also involved the Police having to assist with moving the vehicle off the carriageway. The RAC were called for assistance. Some 2 hours later they arrived and diagnosed the most likely problem being with the clutch master cylinder, slave cylinder or a leak in the system (the vehicle couldn’t engage gear and the clutch pedal was flat to floor),The vehicle was taken to a local Fiat dealer, B S Marson & Sons Limited where on Monday, the service department can look into the problem.At this stage, I don’t know if the problem/ repair will be covered under warranty by Fiat (with it being under 3 years old) and wanted to bring this to your attention because the vehicle is still within 30 days of purchase.As per the 2015 Consumer Rights Act, the vehicle must be “of a satisfactory quality”, “fit for purpose” and “as described”.On this basis, I would expect the vehicle to make a 200 mile trip from Newcastle upon Tyne to Keele University without breaking down or developing a fault.I am not looking to return the vehicle or requesting a full refund at this point, however I am expecting Lookers to cover the cost of any parts or labour to render the vehicle “fit for purpose” if this is required.Please confirm receipt of my email and let me know any case reference number,I’m happy to put you in direct contact with B S Marson & Sons Limited if it helps.

I took my vehicle to the Car Hub on 10/10/2025 for a recall inspection. When I collected by vehicle left the site and discovered later in the day that two small paint chips were now on the bonnet. This was not there before I delivered my vehicle

Hi Arnold.I emailed on Friday. I followed up on Monday morning and then called late Monday afternoon.I’ve still had no response and I am very disappointed with how the entire sales process has gone.I appreciate you all might be busy, however I am a customer that has been let down! Therefore, should be prioritised given I reported the issue on day 1 of taking delivery on the car and we’re now 10 day of ownership.Please can you send me your complaints procedure and the name of the head of business at your site. I shouldn’t have to chase continuously when you as a business have failed to agree to the terms of the sale.• Sold me a car with a broken key card. I’ve paid for it, sent the invoice and not had that reimbursed or acknowledgment until I called yesterday and spoke to Ali, who said he’s seen something about that being done. No acknowledgment before I called.• You said all alloys would be refurbished but as you acknowledged on the first call and pictures I sent that it was unacceptable.• The car was driven 200 miles with tyre pressures in 3 tyres under 10-12 psi in each tyre. I was told you would have the tyres checked for damage and replaced if needed. Once again, I’ve had nothing.There is no after sales and for an organisation as big as Car hub. I find it shocking the way this complaint has been handled.As this car was purchased online and I reported issues on day one, under the consumer contracts regulations 2013, I have a 14 day cooling off period (long distance sale). If I do not hear anything back today, I will exercise that right and I want a full refund. I go on holiday Thursday and want this sorted before I leave.________________________________________Sent: Friday, September 26, 2025 10:05:19 AMTo: Arnold FerridgeSubject: Re: Alloy wheel refurbHi ArnoldCost to do full finish on all the alloys (not smart repair) is £400 plus VAT.Please confirm you are happy with this, so I can arrange for the alloys to get done. You can pay the company directly if needed.I’ve also not received any payment for the key cards. When will that be processed?Please call me to discuss today.Kind Regards,_____________________From: Arnold FerridgeSent: Tuesday, September 23, 2025 10:13:05 AMSubject: RE: Alloy wheel refurbHello Harry,Can you please contact the alloy place as we haven’t used them before and ask for a cost to get them to the standard you were expecting?Arnold FerridgeUsed Car Business ManagerMiddlesbrough HUB | BYD | ChanganCargo Fleet Lane, Middlesbrough, TS3 8AXT: 01642 240 055lookers.co.uk/HUBlookers.co.uk/BYDlookers.co.uk/ChanganSent: 23 September 2025 09:04To: Arnold FerridgeSubject: Re: Alloy wheel refurbExternal Sender: Confirm legitimacy before acting.Hi ArnoldThanks for the email.I’ve attached an image of the finish in needs to be.I’m very busy with work and home life, therefore have no time to go drop the car off and the back again to pick it up.Can a local one in coventry be used? A company https://alloywheelrefurbishmentuk.co.uk/If not, can the car be collected and a loan car dropped off to me whilst the work is getting done? The car needs to be recharged if they are taking it to Birmingham and back.I’ve also attached an image of the finish it is supposed to have (sating black) not gloss back. I have an email chain with Ali and Adam confirming this. It also needs to be all 4 alloys to be done as promised.The other outstanding items were,• reimbursing the key cards I have ordered• having the tyres checked for damage and wear whilst it was driven 190 miles with deflated tyres.I’m not trying to be picky but again things like wiper blades clearly showed they needed doing in the service section and not done since 2022. They leave a smear on the screen. When you pay £22,000 upfront for a car and it goes through a multi point check, you would expect small things like this to picked up. Again, I have no confidence or faith that any checks have been completed on the car before it being delivered to me.It’s very disappointing. You would expect this from maybe a small dell boy garage, but from someone as big as yourself who states they pride themselves on service, it’s very poor.Kind Regards,________________________________________From: Arnold FerridgeSent: Monday, September 22, 2025 12:42:06 PMSubject: Alloy wheel refurbHello Harry,I have spoken with Star city Birmingham this morning and they have said they only have a smart repairer who they believe wont be able to do a good enough job, they do have a local company they use, I am going to contact them and ask them to book you in to get the alloys rectified!

To whom it may concern,I am writing to formally raise a complaint regarding the Ford Kuga MX72YMJ I purchased from your dealership.At the time of purchase, the car was advertised as having a hands-free power tailgate and being supplied with floor mats, both of which were important factors in my decision to buy. After taking delivery, I discovered that:• The car does not have a hands-free power tailgate.• The advertised mats were not provided.• Shortly after purchase, the car required a fan replacement, which had to be carried out by my local Ford garage. This caused significant inconvenience as I was without the vehicle while the repair was completed.When I raised the absence of the hands-free tailgate with your sales representative, I was told that a power tailgate and a hands-free power tailgate are the same thing. However, Ford’s own advertising and specification materials clearly list these as different features. The inclusion of hands-free power tailgate in your advert directly informed my decision to purchase this vehicle, and had I known it was not included, I may have reconsidered or negotiated differently.I also raised the matter of the missing mats with the sales representative and was told they would need to speak with their manager. However, despite waiting over a week, I have received no update or resolution.Under the Consumer Protection from Unfair Trading Regulations 2008 (CPRs), it is an offence to give false information about a product if it causes the average consumer to make a decision they would not otherwise have made. Furthermore, under the Consumer Rights Act 2015, goods must match their description and be of satisfactory quality.The car was clearly misdescribed at the point of sale and has caused additional inconvenience due to the missing items and early mechanical issues. I therefore believe I am entitled to a remedy and request compensation of £250 to reflect:• The absence of the advertised hands-free power tailgate.• The cost of obtaining the missing mats and the delay in resolving this issue.• The inconvenience caused by the early mechanical issue requiring a fan replacement.Please confirm within 14 days that you will arrange this compensation. If I do not receive a satisfactory response, I will have no choice but to escalate my complaint, including referring the matter to Trading Standards, the Motor Ombudsman, or taking further advice through Citizens Advice.Finally, there also appears to be an emerging issue with the battery that operates the keyless entry system, which keeps going into battery saver mode. I am continuing to monitor this, and should a replacement be required, I reserve the right to seek a full refund of the cost of any battery replacement under my consumer rights.I hope we can resolve this quickly and amicably, and I look forward to your prompt reply.Regards,Christy---------- Forwarded message ---------From: Aimee and ChristyDate: Mon, Sep 22, 2025, 6:41 PMSubject: Re: Lookers car hub - Ford Kuga MX72UMJTo: Ali FarooqHi Ali,Can you please provide an update on this?ChristyOn Fri, Sep 12, 2025, 4:21 PM Ali Farooqwrote:Hi Christy,Sorry for the late response.My manager is back in tomorrow morning. I will have a word with him and get back to you.Kind RegardsAli FarooqUsed Car Sales ExecutiveMiddlesbrough HUBCargo Fleet Lane, Middlesbrough, TS3 8AXwww.lookers.co.uk/HUBFrom: Aimee and ChristySent: 11 September 2025 10:04To: Ali FarooqSubject: Re: Lookers car hub - Ford Kuga MX72UMJExternal Sender: Confirm legitimacy before acting.Hi Ali,Just to keep you updated, the car has been inspected by a Ford-approved garage, and they confirmed that a faulty fan is causing the noisy vents.It’s scheduled for repair on Monday, and they will also check the keyless entry issue at the same time.Have you had the opportunity to speak to your manager regarding the advertised mats?Thanks,ChristyOn Tue, Sep 9, 2025, 4:41 PM Ali Farooqwrote:Hi Christy,1. Im not sure what I can do in regards to wording on the tailgate, it does have power tailgate and does not have the foot operational feature as ford stopped doing that so I’m not sure what else I can say on that part.2. The best thing to do then would be to take the car to your nearest ford dealership as the car is still under manufacturers warranty so they will have a look at that and sort it if needs be and they can also have a look at the vent noise while its there.3. I will speak to my manager about this and get back to you.Kind RegardsAli FarooqUsed Car Sales ExecutiveMiddlesbrough HUBCargo Fleet Lane, Middlesbrough, TS3 8AXwww.lookers.co.uk/HUBFrom: Aimee and ChristySent: 09 September 2025 16:24To: Ali FarooqSubject: Re: Lookers car hub - Ford Kuga MX72UMJExternal Sender: Confirm legitimacy before acting.Hi Ali,Thank you for your swift reply. I’d like to clarify a few points regarding the issues we raised:1. Hands-Free Tailgate – I appreciate that the manuals are generic; however, in the manual for this vehicle, the feature we have is clearly described as a power tailgate, with hands-free feature listed as a separate option that must be equipped. I’ve attached the relevant pages from the manual to illustrate this. To me, it seems clear that Ford does not classify what we have as the hands-free version. Therefore, the wording in the listing on your websiteappears misleading.2. Keyless Entry – I have tested the settings by switching between “all doors” and “driver’s door” and back again, but the issue persists. Aimée’s father, who previously owned a Kuga, has also looked into this and agrees it does not seem to be a settings issue.3. Mats – The advert on your website specifically stated that ST Line front and rear mats were included. I’ve attached a screenshot of the listing.Given these points, please could you confirm how you would like to proceed?ChristyOn Tue, Sep 9, 2025, 4:00 PM Ali Farooqwrote:Hi Christy,1. Yes, no worries, let me know how you get on with the vent noise.2. It is handsfree tailgate as you can use the key fob to open the boot. The manuals will be generic so it will cover all models and specifications.3. In regard to the keyless entry. If you go on to the ‘settings’, then ‘vehicle settings’ then ‘locks’ look for the option labelled ‘unlocking’ then chose ‘all doors’ and that should enable the passenger side.4. With regards to the mats, was this on Autotrader on our website? I have attached our advert that we manually list as sometimes it pulls through the spec from when the car was new, with used cars if the mats are not in there we don’t put new ones in, we would have left them in there if the car came with them. I have just watched the video back that I sent you guys and cant see any mats in the car.Kind RegardsAli FarooqUsed Car Sales ExecutiveMiddlesbrough HUBCargo Fleet Lane, Middlesbrough, TS3 8AXwww.lookers.co.uk/HUBFrom: Aimee and ChristySent: 09 September 2025 15:41To: Ali FarooqSubject: Re: Lookers car hub - Ford Kuga MX72UMJExternal Sender: Confirm legitimacy before acting.Hi Ali,Following on from your email I wanted to bring a few points to your attention regarding the vehicle:1. Vent Noise – We will continue to monitor over the next couple of days and come back to you before the end of the week.2. Tailgate – The vehicle was advertised as having a hands-free tailgate. Though I appreciate you saying this is something no longer offered by Ford, the manual for the vehicle suggests a hand-free option was available. In either case the listing on your website was inaccurate.3. Keyless Entry – The keyless entry on the front passenger door does not appear to be working. The manual indicates that both front doors should have this feature, so this seems to be a fault.4. Floor Mats – The advertisement also mentioned ST-Line front and rear mats, but these were not provided with the vehicle.Given these issues, some of which may require repair, could you please advise on the best way to proceed?Thanks,Christy