In December 2024, I was sold a used Qashqai with reg. no BG20 TLV on finance with a pre-existing AC leak at Lookers CarHub, Star City, Birmingham, By Phil Obasi and Jamie SullivanMy general experience was horrendous and nothing to write home about.During the test drive, I pointed out that the car's AC needed to be checked for possible leakage and regasing amongst other issues. I was promised that the car would be fully prepped, including fixing the AC and others.To our greatest surprise, we arrived to collect our car on the day and found nothing was done, and this was supposed to be a birthday gift for me, we'd to collect the car without a working AC with the promised that they 'd book us back in for the AC and the scuffed alloy to be done.When the AC was eventaully done, after many calls, emails, and visits, however, they only refilled the gas without first checking if there was a leakage as required under the law- Motor Vehicle Regulations 2009.Seven months down the line, the AC needed gas again. I contacted them without no reply then I took it upon myself to re-gas the AC in another garage.[ invoice is available as evidence]Last month, the AC began to show signs of needing re-gasing again; this would now be the 3rd time in 18 months, which is a strong indication the AC leakage I pointed out during my test drive was not sorted before selling me the car.I've contacted the branch for over 3 weeks now, and there's no solution or support provided as yet.

I brought a Mazda 2022 plate from Lookers Star City (Changan) back in March '26It came with no rear parcel shelf. I found this strange. I still brought the car with the promise that a Rear shelf would be ordered.I spoke about it to the Sales Rep and he said he would order one in.Since March I have been ringing the sales guy on his phone, (no answer) have made numerous visits back to the site, I've been told numerous answers ranging from, 'parts are ordered on Tuesdays'', 'the old manger has left, new manager is coming in and it needs to be authorised by him', to, 'a new ordering system has been implemented and it taking longer than usual to order parts'.Its July now, nearly 4 months and I've not had the rear parcel shelf as promised or heard ANY updates with the order.I've also had to return the car as the car was supposed to be cleaned and polished before I brought it, it wasn't, it was dirty. The Sales rep acknowledged this, and took it in for a clean and polish, all they did was wash it!I've very disappointed with the Post Customer Service/ Customer Experience I've had.Purchasing the car was great, no problems, but it feels like they have my money and they don't care now, which is very disappointing for a company like Lookers.The Mazda I brought was the 2nd car I've brought from Lookers. I'm not sure if I'll buy anther one from Lookers or recommend Lookers to a family or friend going forward.I'd like to know where I stand and what I can do to escalate this.Thank you.

Good eveningPlease find attached my letter of complaint.Please also note I would like to add that the engine light came on the car 17/07/2026 the same day I received it back from the RAC approved garage, it took it to the garage close to me for a diagnostic test and it came back with the errors, again what is going on with this car!!!I just need someone to help me resolve this.Kind regardsMegan

Dear Lookers Team,I hope you're well. I'm writing to raise a formal complaint about the sale of my finance and insurance products, and I'd like it logged under your complaints procedure with confirmation of receipt.The vehicles are a Vauxhall Crossland X (reg. DV67AOS), bought from Vauxhall Star City, Birmingham in December 2022 (Enquiry 6766178, agreement 000033436473 with Redline Finance / Toyota Financial Services), and a Kia Niro (reg. KP71ZRT, agreement 000034001070).My complaint is that the sale - the finance and the bundled insurance products - was not made with the transparency I was entitled to, and I don't believe I was given what I needed to make an informed decision. When I asked your F&I team about commission on 13 September 2025 I was directed to the lender; that's fair for the lender's part, but the points below concern Lookers' own role as credit broker and insurance intermediary.Finance and commission: Toyota Financial Services has confirmed that commission was paid to Lookers on both agreements. At the point of sale I was given only generic wording, with no amount, rate or basis, and the finance options and the dealership's own financial interest in the deal were not properly explained. Your own Terms of Business state that I'm entitled to request commission details at any time; I first asked in September 2025 and still haven't received them. Please now provide, for both agreements, the amount and basis of the commission from the lender, and any commission Lookers received on the insurance and add-ons (including from Premia, Fortegra, GardX and Assurant). I'd also like the "RTI Volume" and "TLC-25K (Volume)" codes on my paperwork explained.GAP insurance ("Total Loss Cover", £239): your receipt (ref 480033945) records payment taken on 10 December 2022 - before the recorded sale date (12 December) and before I signed the Statement of Demands & Needs (13 December). My entire £239 cash payment matched the premium exactly, so the vehicle was financed in full and I've paid interest on the whole balance - the very outcome your own "Your Options for Insurance" document warns about, and which wasn't explained to me. In light of the FCA's findings on GAP, please review this sale and refund the £239 with 8% simple interest.Add-ons: GardX (£399) and an Assurant warranty (£299) were also added. Please provide evidence of my informed consent to each, and what was done to assess suitability and value.Kia Niro: please send me the full sales file - order form, signed finance paperwork, Statement of Demands & Needs, and details of any insurance or add-ons sold with it.Thank you for looking into this - I look forward to your response.Kind regards,Samuel JacksonDate of birth: 25 March 1999107 Camden House, 80 Pope Street, Birmingham B1 3BH07447 081284

cust paid £250 deposit 08.07.26 the cust is no longer wishing to go ahead with the purchase so could he have the deposit back. Thanks

To the Lookers Customer Service team.I am writing to formally notify you that I am exercising my statutory Short-Term Right to Reject the vehicle, registration SH66 VYP, under Sections 20 and 22 of the Consumer Rights Act 2015.Please be advised that a formal dispute and request to reject the vehicle was submitted to Black Horse Finance on Day 30 of ownership, within the statutory 30-day period.The vehicle was not of satisfactory quality or fit for purpose, as demonstrated by the following significant faults which became apparent and were reported during my first 30 days of ownership:* Intermittent clutch fault: The clutch pedal has intermittently remained stuck to the floor after use, preventing normal gear selection and requiring me to use my foot to lift the pedal back up before normal operation resumed. This safety-related fault was first reported to your branch on Day 12 of ownership, when I was advised to “keep an eye on it.” The fault has since reoccurred.During a telephone conversation, I was also advised by your representative that, given the timing of the fault, it could not reasonably be attributed to normal wear and tear. This reflected my own concern, as the fault first arose within two weeks of taking ownership and has since reoccurred.* Fuel gauge / fuel level system fault: The vehicle displays inaccurate fuel readings after refuelling, with the gauge failing to indicate a full tank and fluctuating significantly during normal driving. This fault was reported on Day 26 of ownership. I also notified the RAC warranty provider and arranged for the vehicle to be inspected; however, I no longer wish to proceed with a repair as I am exercising my right to reject the vehicle.As these faults were reported within the initial 30-day ownership period, and my rejection request was submitted to Black Horse Finance within that same statutory period, I am rejecting the vehicle and do not wish to accept a repair.I note your branch’s statement that you “cannot collect the car.” As I am rejecting the vehicle, I ask that Lookers make appropriate arrangements for collection of the vehicle from my address.In addition to these mechanical issues, there have also been significant administrative failures throughout my ownership:* Failure to provide the V5C (logbook): I have still not received the V5C approximately 30 days after taking ownership. I was advised by your branch to contact the DVLA myself, despite the dealership being responsible for completing the change of keeper process.* Outstanding refundable deposit: Lookers is still holding my £100 refundable deposit. I was advised this would be returned once the V5 relating to my part-exchange vehicle had been received, yet this has still not been refunded despite repeated follow-ups.The vehicle is currently taxed and insured, parked on my private driveway, and will not be driven any further due to the safety concerns surrounding the clutch fault. I have recorded the current mileage as 58,479 miles.Please note that the Black Horse Hire Purchase agreement financed only part of the purchase price. I paid Lookers a total deposit of £3,300, comprising my £2,500 cash contribution and £800 part-exchange allowance. As I am rejecting the vehicle, I require this full £3,300 deposit to be refunded directly to me by Lookers.I would appreciate this matter being dealt with promptly and look forward to your response.Yours sincerely,Grace Royle-Evans07360 649046

Month into owning car, no v5 and told to chase it myself through dvla after asking for assistance for weeks back and forth over email. £100 refundable deposit for no v5 (due to retaining private reg) still not returned and the person who will deal with it continues to change or be unavailable. Car has developed both a fuel system fault and clutch fault already, Jacob agreed over phone today that this could not have been wear and tear I’ve barely used the car in the little time I have owned it. I am now going through the motions of rejecting the vehicle with my finance company and will not be a returning or recommending customer.

I am writing to formally escalate a critical safety issue, an unreturned debt, and an ongoing breach of the Consumer Rights Act 2015 regarding a Seat Leon FR 2018 (KY68 NVJ) purchased from Lookers Vauxhall Star City on July 29th 2024.The vehicle’s Front Assist system was reported faulty immediately upon delivery in 2024. Records of these scheduled bookings are preserved in my text messages and were inputted through the Lookers Booking Kiosks within the complimentary 3-month warranty period. Over the past two years, Lookers service staff have consistently delayed, ignored my phone calls, and failed to rectify this fault.Following a recent journey, this long-standing, unresolved Front Assist defect has now caused the vehicle to enter "brake servo mode." The vehicle is now mechanically dangerous, legally unroadworthy, and sitting at my home.Under the Consumer Rights Act 2015, Lookers has completely failed to execute repairs within a "reasonable time" and has caused "significant inconvenience” dating back to when Jason (former Service Manager) was with the company. The car cannot be driven, and I am scared to drive it as it poses a road safety hazard. I am currently relying on family members to take me to work and attend to other personal endeavours.Outstanding Debt and Claim for InconvenienceIn addition to the vehicle breaches, Lookers currently owes me an outstanding balance of £250.00(emails and bank statement can be provided). This sum remains unpaid and must be refunded immediately.Furthermore, due to your persistent delays, lack of communication, and failure to resolve a safety-critical fault over a 24-month period, I have suffered severe distress and significant disruption to my daily life. I would also like to formally claim in financial compensation for this accumulated inconvenience.I require Lookers Star City to complete the following actions within 48 hours (by 2:00 PM on Friday 10th July 2026):1. Confirm the immediate repayment of the £250.00 outstanding debt. (Email available upon request).2. Arrange and fund a flatbed recovery truck to collect the vehicle from my home address.3. Provide a suitable courtesy vehicle for the entire duration of the inspection and eventual repair.4. A full internal investigation retaining all conversations via phone call and email (I’ll happily provide emails upon request)If Lookers Star City fails to arrange collection, repay the debt, and confirm the above terms within 48 hours, I will independently instruct a specialist garage to recover and diagnose the car. I will then immediately initiate a claim via the Small Claims Court against Lookers Motor Group Limited to recover the £250.00 debt, the full cost of independent repairs, vehicle recovery, the compensation detailed above, and statutory 8% interest dating back to 2024.I expect an urgent response from an executive handler.Yours sincerely,Mohammed Sameer Islam07398012483Sent from my iPhone

I have an issue with a Ford Focus I purchased from yourselves at the end of February this year. Whilst driving it on Friday 3rd July it lost turbo power and a yellow ‘spanner’ symbol appeared on the dashboard.I called out my breakdown service who confirmed, via running diagnostics, that it has turbo failure.I called your call centre on Monday morning and spoke with Andrew about this major fault and he advised me to speak to the sales staff at Lookers (star city), where I purchased the car, to see what they would do.I called the branch immediately to speak to Phil however a colleague of yours told me he wasn’t in the business but took all the details and assured me he would email Phil and his manager, Chris Howard, who was in the business, so that one of them could call me to discuss a resolution.However, no call back. I also emailed Phil as I still had his email address from my original purchase outlining the major fault, providing my mobile number and asking him to call.I called again this morning, Tuesday 7th July and was told neither Phil or Chris were free but they would get a message to them to call me.No call back, email acknowledgement or anything.I paid nearly £12,000 for an approved car that had been thoroughly checked prior to sale, so you do not expect the turbo to brake 4 months later.It clearly states under the Consumer Rights Act 2015 that a car should not develop a major fault within the first six months. Turbo failure is in my view a major fault and therefore the car was not of a satisfactory condition when sold to me.I have tried all avenues to get to speak to someone at the branch but to no avail. Hence this complaint, all it would have taken is a call back and a genuine discussion about how to sort this major fault out. But it seems the approach is to ignore the problem and hope it goesIf I had been owned this car for two years, I would not be complaining, if I had owned it for 1 year, I would not be complaining, but I have only had it a little over four months, and all I got from one colleague at the branch was, ‘Did you take out the warranty?’Consumer Law protects all because of these ‘said’ comments and as an ex retail manager with 25 years experience I do understand why the law is there and what it stands for.I await a response.

Hi I’m part exchanging my car, I have noticed today that there’s an outstanding recall on my car, I did get this done however it is still showing as outstanding can this be rectified immediately. As it's been 3 months and 6 days since the work was carried out please see attached.Also, could you email me a letter from yourself on headed paper to confirm the work was carried out and it is an admin error and that you will rectify this.