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.

We purchased a nissan juke in October. I asked Mark to have the satnav updated before we picked up our new car. He told us that there was no need as we just had to log into our WiFi and we could update it ourselves. This is not the case as after several attempts I took the car to lookers nissan Gateshead to be told that's not the case and for them to do if for us would incur a charge. This is very disappointing. We also have an issue with the window not always closing. Despite taking out a warranty it doesn't cover the diagnostic to discover the fault. They were going to charge £150 . I feel we have been very mislead.

Bought 2019 ford Kuga on the 12th may on 16th may engine management light came on , contacted lookers straight away as we were not pleased . I phoned on Monday 18th and got told earliest car could come in was the 21st may , I then rang our local lookers and told them I wanted to hand car back , got told to bring car down which I did ,spoke to Paul the manager as technician was looking at car , Paul reassured me it would be sorted , technician came back saying he turned engine management light off which came back on next few days and it was a sensor that needs changing . So they would book it in , which was today the 27th may , now being told it will be a few days , so I'm without a car , just walked home with my granddaughter which took 52 mins , Paul the manager was trying to be helpful , but the whole experience with lookers has been disappointing, my husband didn't want me to come here ,we have bought 11 cars from yous since 2007 had a nightmare one in 2022 but we got sorted . This ISNT on finance we payed for this £15000 with warranty it's a joke been driving with a car with engine light on something I didn't think I would have to do not with it being a few days old , I was looking so forward to this car but my husband has washed his hands of it , he says just get it fixed it's under warranty ,I also lost faith in it , just waiting to see what happens next with it .

Dear Sir/Madam,I am writing to formally complain regarding customer care and the vehicle registration LM20VCO, which I purchased from the Lookers South Shields branch on 24 September 2025. Since the date of purchase, the vehicle has experienced ongoing and serious faults, causing significant inconvenience, distress, and loss of confidence in the vehicle.From the outset, the vehicle has been defective and unreliable and care from the team atrocious.First of all, I was not provided with any service history, MOT history, or vehicle handbook/manual at the point of sale.When I raised this issue with Salesman Tom Laybourne, I was advised to contact Vauxhall dealerships myself to obtain the information.I subsequently contacted numerous Vauxhall garages and was informed that locating the vehicle’s history in this manner would effectively be “like looking for a needle in a haystack.”As a result, I have since had to use a third-party website in an attempt to obtain at least a partial history of the vehicle, which is something I should not have been required to do following the purchase of a vehicle from a main dealership.This exchange here has set the tone for the next 6 months.On the very day I brought the vehicle home, after opening the sunroof cover, I discovered that the sunroof glass was cracked. I raised this issue with Salesman Tom Laybourne who I purchased the vehicle from and I was advised to make a claim through my own insurance, with assurances that the garage would cover any financial difference.I explained that I was not covered for glass claims and I felt pressured into doing this also.GIven my professional background in motor insurance and car claims. I am fully aware that a windscreen or glass claim must be declared for up to five years and may affect future insurance premiums. I should never have been placed in a position where I was expected to use my own insurance policy to rectify a defect that existed at the point of sale.In addition to the cracked sunroof, the vehicle has suffered numerous faults, including:* Faulty parking sensors* Stop/start system failure* Seat sensor failure causing persistent airbag warning alerts and beeping* Repeated non-starting issuesThe airbag sensor issue could not be repaired on site and the vehicle was scheduled to be sent elsewhere for further investigation and repairs.The most serious issue has been the vehicle repeatedly failing to start. Initially, the vehicle would eventually start after approximately 15 minutes. The car was returned to the lookers garage, where a new battery was fitted, and the vehicle remained with the garage for over a week.However, after having the vehicle back for only one week, during the April bank holiday period the vehicle failed again and would not start at all. Attempts to jump start the vehicle were unsuccessful, the car had to be recovered back to the garage.On the 10th April, I received a telephone call from Tom Laybourne regarding the vehicle returning to the garage.During this conversation, I clearly stated that I wished to either reject the vehicle, exchange it, or receive a refund due to the ongoing faults and lack of reliability. I was then offered £10,000 exchange for the vehicle without any proper assessment, research, or consideration of mileage or condition.I requested that further contact be made through my mother, Sharon, as I am unable to take calls during work hours.I was subsequently contacted by Manager Paul Stead. During this conversation, I again raised serious concerns regarding the reliability and safety of the vehicle and requested either a replacement vehicle or a refund, as I no longer had any trust or confidence in the car.I was informed that this would not be an option and that the garage must first be given the opportunity to repair the vehicle(which they already had done) I therefore felt pressured into agreeing to further repairs despite repeatedly expressing that I had no confidence in the vehicle’s long-term reliability or safety.As someone with a young family, reliability and safety are of utmost importance to me, alongside concerns about future financial burden caused by ongoing repair which I have also expressed on numerous occasions.Following these discussions, the vehicle underwent the following repairs and attempted repairs:* Replacement of the starter motor, after which the vehicle still failed to start* The vehicle was sent to GLC Auto in Gateshead on 14th and where it remains currently* The vehicle software was reflashed and updated - still failed* The issue still remained unresolved* I was then informed that the ECU required replacement using a refurbished unit rather than a new part* The replacement part was subsequently lost in transit, causing further delays, and another part had to be orderedDespite numerous repair attempts, the vehicle remains unreliable and unresolved and is still currently at GLC Auto.Of the six months I have owned the vehicle, I estimate that I have only been able to drive it for approximately three and a half months due to the amount of time it has spent in garages undergoing repairs.When it went into the garage the mileage was around 37,400 roughly, as I have video evidence from when the vehicle failed to start.I also want to add I was only offered a courtesy car / hire car after the vehicle had been in at the garage for a number of weeks.As a result, I had to put a previously SORN vehicle back on the road ,a vehicle I had intended to scrap , and I incurred additional costs, including paying for an MOT and insurance, simply to ensure I had access to transport.During one of our conversations, Paul mentioned that he had previously dealt with another vehicle which had remained in a garage for nine months and resulted in hire costs amounting to thousands of pounds. I found this comment particularly concerning and felt it demonstrated a disregard for the significant inconvenience and financial impact this situation has had on me.My vehicle falls within the M1 category and, had I requested a hire vehicle during this period, the average daily hire cost would have been approximately £40+ per day. Given that my vehicle has already been with the garage for 45 days, with no confirmed return date, the equivalent hire costs would now exceed £2,000 and continue to increase the longer this matter remains unresolved.On the 22nd May, we had a further telephone conversation with Paul Stead, during which we were advised that another part had been ordered because the ecu that had previously been ordered has now been lost.During this call, my mother took over the conversation on my behalf as I am not a confrontational person and do not like causing disputes. I feel that my patience and cooperation throughout this process have been extremely taken advantage of.My mother again requested either a replacement vehicle or a refund. Mr Stead responded by stating that we had never previously requested this, which is entirely inaccurate. The reason Mr Stead became involved in the matter in the first place was specifically because I had raised concerns regarding rejecting the vehicle and requested either an exchange or refund during earlier discussions with Tom Laybourne.All of these issues have occurred within the first six months of ownership.Under the consumer act 2015, I believe I am entitled to reject the vehicle due to the persistent faults and failed repair attempts.The vehicle has clearly not been of satisfactory quality, fit for purpose, or as described at the point of sale.I now request that this matter is resolved urgently. I formally request one of the following remedies:* A full refund of the purchase price; or* A suitable replacement vehicle of the vehicles original valueIf this matter cannot be resolved promptly and reasonably, I will have no alternative but to escalate the complaint and seek legal advice regarding my rights under the Consumer Rights Act 2015 and The Motor Ombudsman.I look forward to your prompt response.Yours faithfully,Shauna Hambley

Started off well as Mark Green was very nice and helped me buy this car and made the process smooth. However, the Aftercare is horrendous! I purchased this and within 5 months my clutch burnt out on the middle of the motorway so I had it towed back to the dealership as I thought this would be the best place to get fixed. There nearest appointment was 6 weeks away but did manage to get it get in to do a diagnostic in within a few days. This is the part I thought was outrageous as they asked for £940 (5 hours labour work) to complete this which was just to take the Gearbox and have a look at the Clutch (not even to begin to fix it) which would not be covered under my EXTENDED warranty. I refused as this bill would of cost over 2 grand due to there £180 hourly labour rate. I decided to take it to another garage which cost me to get towed AGAIN and this job was completed in 2 hours!

Since purchasing my Jaguar in 2024 the EML has been illuminated 8 times in total and supposedly repaired by the garage on a few of those occasions along with some "goodwill" repairs which I am of course grateful for. However my warranty claim was rejected for a missed service which I had asked Lookers South Shields to do during one of the latest visits which would have meant my warranty was not voided. Throughout the previous 7 visits to the garage for the EML illuminated, it was never sent to Jaguar for diagnosis. Now since the service has been missed the car was sent to Jaguar and found to have an issue with the Timing Chain. A very costly job £2900 approx to fix. Now I am liable for the cost of this due to the warranty company rejecting it due to a missed service. Throughout the whole ownership of this car it has had non stop issues where it has been sent back to the garage. A car that has cost me a lot financially in losses due to not having the car and needing the car for my work. I have email evidence of me advising your aftersales that there was a major issue with the car prior to the missed service and there was nothing done about it because at that time the EML had gone off. Registration is SY68 SHJ. I would like the full history of the car reviewed and you will be shown to see how bad the condition of the car has been in since purchase and completely unsatisfactory. I request that this warranty issue for the timing chain be resolved and covered by Lookers for the issues that this car has had since the start and the missed opportunities to send to Jaguar for proper diagnosis prior to it becoming a major issue. Thank you for your time and if this cannot be resolved I will of course go to the Motor Ombudsmen as well who will see that the car is and has been unsatisfactory.

Dear Lookers,I purchased a Ford Kuga 2.0 TDCi ST Line, registration CU18 XCM ('the Vehicle') on 20 March 2026, and received delivery on 26 March 2026.Unfortunately, a couple of faults have developed, one of which means I can no longer drive the Vehicle without it overheating to a dangerous level. This more serious issue resulted in me being escorted home today by the RAC.The issues are as follows: -1. When driving at more than around 40-50mph, the temperature rapidly increases and reaches the maximum 120 degrees. The Vehicle then immediately loses power, restricting it to 25-35mph.2. When I park up and turn off the engine, the fan under the bonnet sounds like a jet engine. This happens after making a journey of more than around 1 mile, regardless of the loss of power issue above.2. Every so often, I get an amber warning light appearing on the dashboard along with a message saying 'Tyre pressure sensor not detected.' The error disappears upon resetting the tyre pressure in the settings, but then reappears again after driving a while longer.According to the RAC person, the issue at 1 above is either with a thermostat, or I think he said a valve of some sort. There is no leak from under the bonnet.Could you please advise how I have the issues diagnosed and repaired either via yourselves, or under the 3 month warranty. Presumably, there are some licensed garages I can use rather than arrange for the Vehicle to come all the way back to South Shields, which would not be possible anyway as it would not make it to you.The vehicle order form is attached for reference.I look forward to hearing from you soon.Thank you,Kind regards,Rikki Foster