please see attachments for customers scanned complaint

From: rdslw41@icloud.comSent: 16 July 2026 14:59To: Karl ArrelSubject: BMW - YK67XJT - satnav fault - started immediately after purchase in South Shields as Current and Permanent map position shows.External Sender: Confirm legitimacy before acting.KarlThe satnav stopped working when I left the forecourt at lookers South shield. I have taken it to lookers Crewe and they reported under warranty. After diagnosing (£125) They have told me to get in touch with yourselves to make the fault right.as “water leak established through aerial housing. Req TCB control unit and battery. Aerial and housing replacement.”The warranty have come back to them saying they are unwilling to pay for water ingress damage.I believe this water damage to be caused when you have had the vehicle washed onsite. As no other water touched it in South Shields.The satnav even now shows the car in South Shields. I have attached a picture of it taken today showing it in South Shields. And also of lookers Crewe’s findings.I require this making right as the car was sold with this working. As Lookers full car check was completed saying it was all fine and also you said to me any problems the warranty will cover or to get back in touch.Much appreciatedLuke

I wish to be contacted directly by a regional or corporate office for Lookers dealing with complex complaints - not by the branch themselves.I have a written formal complaint prepared that I wish to forward via email to the relevant person.

-----Original Message-----From: Scott SimmsSent: 08 July 2026 18:06To: F and I ComplaintsCc: southshields@lookers.co.ukSubject: Request for Investigation and Resolution – SEAT Leon (ST70 PXO) Corrosion IssueExternal Sender: Confirm legitimacy before acting.Dear Lookers Customer Service Team,I am writing to request your assistance regarding an issue with my SEAT Leon, purchased from Lookers Car Hub South Shields in August 2024.I recently presented the vehicle to a SEAT dealership for a corrosion repair under the manufacturer’s warranty. The repair was declined on the basis that the affected wheel arch panel appears to have been repainted prior to my ownership. This repainting was not disclosed to me at the point of sale.SEAT have confirmed that the corrosion cannot be repaired under warranty due to the non-original paintwork. As this issue relates to the condition of the vehicle at the time of purchase, I kindly request that Lookers investigate the history of this panel and provide clarification on any prior repair work.Given that the corrosion is present and the manufacturer will not cover the repair, I would appreciate Lookers arranging for the necessary remedial work or offering an appropriate resolution.I can provide SEAT’s written assessment upon request.Thank you for your attention to this matter. I look forward to your response.Kind regards,ScottSent from my iPhone

I had a small issue with service book after buying car , but lisa brash taylor and Paul stead resolved it quickly and professionally. Rare service like this deserves to be mentioned!"Would also add lisa Consistently demonstrates professionalism and strong product knowledge from the start to the end of the sale .

Good afternoon Chris,Thank you for confirming that the fuel filter invoice will be forwarded to the warranty company.Please treat this email as a formal complaint.I do not consider the matter resolved by simply forwarding the invoice to the warranty provider. The rejection reason given was that the fuel filter had allegedly not been replaced in accordance with the servicing schedule. I have now provided documentary evidence confirming that the fuel filter replacement was carried out.Therefore, the original basis for rejection is no longer supported and the claim must be formally reopened and reassessed.In addition, Lookers still has not answered the separate pre-sale service compliance issue I have repeatedly raised.The vehicle is a 2019 BMW 118d diesel, registered on 31/10/2019 and sold to me on 10/07/2024 at approximately 19,900 miles. At the point of sale, the vehicle was already around 4 years and 8 months old.If the diesel fuel filter was due by age, time, CBS requirement, BMW schedule or manufacturer service requirement before the vehicle was sold to me, then this was a pre-sale preparation issue. It should have been completed before handover or clearly disclosed before purchase.That question has still not been answered.The warranty documentation supplied by Lookers is also directly relevant. It states that any faults under the warranty which could reasonably be said to have been present before the provider became liable remain the dealer’s liability to TWGSIOM. It also states that the first maintenance inspection is to be completed at the start of the plan and that a completed checklist will be provided.Please therefore provide a written response to the following:1. Confirmation that the fuel filter invoice has been forwarded to TWG/RAC today.2. Confirmation that the claim has been formally reopened and is being reassessed.3. Confirmation that the original rejection reason has been withdrawn or is under formal review, given the evidence now provided.4. The BMW/VIN-specific service schedule or CBS record confirming exactly when the diesel fuel filter was due on this vehicle.5. Confirmation of whether the diesel fuel filter was due by age, time, CBS requirement, BMW schedule or manufacturer service requirement before the vehicle was sold to me on 10/07/2024.6. The full pre-sale preparation records, not just the prep invoice.7. The completed initial maintenance inspection checklist required at the start of the plan.8. Confirmation of what was checked on the vehicle’s iDrive service history and CBS requirements before sale.9. Confirmation that the old fuel filter, fuel sample, HPFP, injectors and all failed fuel-system components have been retained and will not be disposed of, as I may require them for independent inspection.10. The full technical report confirming the actual cause of failure.11. Any vehicle-specific evidence that the fuel filter directly caused the HPFP/injector failure, including fuel sample results, water/debris findings, filter inspection/cut-open report, pressure readings, diagnostic fault codes, HPFP strip-down findings, injector findings and evidence of swarf contamination.12. Confirmation that this complaint has been escalated to the Dealer Principal / Head of Business and the relevant Operational Director.For clarity, I do not accept a simple referral back to the warranty provider. Lookers supplied the vehicle, sold the warranty product, prepared the vehicle for sale, and is responsible for answering the pre-sale service compliance questions.I also do not accept that the matter can be left open-ended while the vehicle remains unrepaired and a repair estimate of £8,922.00 is outstanding.Please provide a formal complaint reference and confirm the person responsible for handling this complaint.If this matter is not resolved, or if Lookers fails to properly address the pre-sale service compliance issue and warranty rejection basis, I will escalate the matter to The Motor Ombudsman, the National Conciliation Service and any other relevant dispute resolution body without further notice.Regards,Grace Dimmock

79234614Ongoing since February 2025 – car’s been looked at 5 times by the dealership.Body work looked like it was previously damaged (buckled wheel was done by the dealer, brake discs were sorted, coil pack was faulty and sorted, paintwork on door and wings is the only issue outstanding), and the dealership was supposed to resolve the issue but then went silent, person was looking into this and then left the job.Customer has texts with the dealership at the time he raised the paint work, and is asking for this to be sorted.

Dear Complaints Team,I am writing to log a formal complaint regarding the vehicle (OXZ6365) financed in February 2025 from Lookers Ford.I have previously raised concerns about this vehicle. During an inspection by Lookers Ford and General Manager Dave Taylor, they informed me that the visible misalignments in the bodywork panelling and joints were simply the result of "MASS PRODUCTION, IT HAPPENS." However, following a recent minor low-speed collision, my insurer’s repairer, ABL 1touch, stripped the vehicle and confirmed that it had been involved in a significant prior crash. The garage noted that the vehicle underwent substandard structural damage and repairs before my purchase—information that was withheld at the point of sale.Had this damage been disclosed, I would not have entered into the finance agreement. This constitutes material non-disclosure and misrepresentation. Under the Consumer Rights Act 2015, goods must be "as described" and of "satisfactory quality." As the finance provider and legal owner of the vehicle, you are jointly liable for this breach of contract.I am currently arranging an independent professional inspection to formally document the evidence of these pre-existing repairs.Given the severity of this misrepresentation, I am requesting that the agreement be unwound. Specifically, I require you to:- Arrange for the collection of the vehicle at no cost to me.- Cancel the remaining finance balance with no further liability on my part.- Refund all monthly installments paid to date to reflect the vehicle's actual asset value at the time of sale.I will continue to make monthly payments under protest to protect my credit file while you investigate. Please note that you have a statutory period of eight weeks to provide a Final Response. If a satisfactory resolution is not reached, I will immediately this matter to the Financial Ombudsman Service (FOS).I look forward to receiving an acknowledgment of this email and an outline of your investigation timeline within the next seven days.Yours sincerely,Lauren Growcott

I am writing to formally notify you that I have now submitted a Section 75 claim to Halifax in relation to the Volvo XC90, registration SW18 CZO, purchased from Lookers Car Hub South Shields in August 2025.My position is that the vehicle was not of satisfactory quality, durable, or fit for the purpose for which it was purchased, namely as a seven-seat family vehicle to transport my wife, myself and our three young children safely together.The vehicle has developed multiple significant faults within less than a year of purchase, including keyless entry failure, VCM backup battery failure, headlight condensation/scratching, limp mode, check engine light, loss of power and the split boost pipe diagnosed by Lookers Star City.The headlight condensation/scratching is also relevant, as this was raised shortly after purchase and has subsequently been identified on health checks, including Lookers’ own health check.The vehicle has now been with Lookers for a prolonged period since the 3rd June 2026 and remains unavailable to us. Despite repeated calls and attending the dealership in person, I have still not had the vehicle repaired and returned.My call logs demonstrate over 20 calls to Lookers Star City, many of which were unanswered. I have also been given numerous assurances that someone would call me back, but these promises have not been kept.I was told in person on 25 June 2026 that the issue was not parts availability, but an internal Lookers accounts issue preventing the part from being ordered. I was then told that the parts manager was involved, and subsequently that the matter had been escalated to the general manager. This was over a week ago, and I have still not received a meaningful update.I will not continue to spend further professional time repeatedly chasing for basic updates, and I reserve the right to claim for reasonable losses, inconvenience and time wasted where recoverable. This entire experience has been unacceptable and unreasonable.I have continued to incur insurance and tax costs while being unable to use the vehicle. The courtesy car provided is not an equivalent replacement for a seven-seat XC90 and is not suitable for transporting my family together. The car seats simply do not fit, and we have had to take two cars when travelling as a family.The courtesy car was also not properly prepared. It was dirty, the mileage recorded on the handover was incorrect, previous customer details were left in the vehicle, and there were bags of somebody else’s clothes left in the boot, which I made you aware of in writing.My primary position is that the time for reasonable repair has passed and I am seeking to reject the vehicle and recover the purchase price, subject only to any lawful deduction for use.For the avoidance of doubt, this complaint and any response from Lookers is without prejudice to my ongoing Section 75 claim with Halifax.Alternatively, and without prejudice to my primary position that I am entitled to reject the vehicle, I would only consider a repair-based resolution if Lookers confirms in writing, within 7 days, that it will:repair all outstanding faults, not merely the boost pipe;cover or reimburse the diagnostic and repair costs;address the keyless entry fault, VCM backup battery issue and headlight condensation/scratching;compensate me for the significant inconvenience, ongoing insurance/tax costs, time wasted, and lack of a suitable equivalent replacement vehicle;provide a clear and timely written plan for completion of all works.Please treat this as a formal complaint.Please also confirm:the formal complaint reference number;if Lookers proposes repair instead, the exact date by which the vehicle will be fully repaired and returned;whether all outstanding faults will be resolved at Lookers’ cost.I look forward to your written response.Yours sincerely,Dr Ahmad Tadmory

Bought the car on 17/07/2026 and the service book with full service history was missing been 9 days and still not received it. When I viewed the car on 14/06/2026 and had a test drive off it the service book was there the sales member of staff Lisa Brash-Taylor seen it looked at it and confirmed the full service history . This was one of the reasons I bought car cause it had the full service history.I have emailed lots of times and nothing really happing i would like the service book with the full service history or see what we can agree on plus i would like to add that Lisa was great pleasure to deal with and very helpful and nice I would like this passed to Lisa thank you.