Cust received a cal from the dealership and was advised that she will have to pay as it is not under warranty, can you speak to Lookers Stoke to see if this can be resolved asapDear Sir/Madam,I am writing to raise a formal complaint regarding my BMW vehicle purchased in July 2025 with a two-year warranty.Firstly, I would like to note that the sales team at BMW Crewe were excellent throughout the purchase process. My complaint is in no way a reflection on themIn December 2025, a fault appeared on the vehicle. Due to a lack of courtesy car availability at BMW Stoke, there was a delay in the vehicle being inspected. When the vehicle was finally examined, the engineer identified corrosion on the headlamp and an issue with the bonnet.I have been advised that the total repair cost is over £280 and that this is not covered under warranty. I do not understand how this decision has been made.The vehicle was purchased only a few months prior, and it is unreasonable that corrosion of this nature would develop in such a short period of time. This strongly suggests that the issue was present at the time of sale and was not identified or disclosed.I have spoken with the Sales Manager at BMW Crewe, who has agreed to cover 50% of the cost. However, I do not believe I should be responsible for any payment in this situation.Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and free from defects at the time of sale. As this issue arose within six months of purchase, it is presumed to have been present at the point of sale unless proven otherwise.I am therefore requesting that BMW covers the full cost of the repair.Please treat this as a formal complaint.Kind regardsShagufta Ismail

On the 12th feb we confirmed purchase of a set of alloys for below vehicle specificlly requesting 19" Bicolour Jet Black Y-spoke style 859 M light alloy wheels, driver had them fitted 17th March, however they rasied the issue they were not what was ordered. I liased with Tony Broadhurst in parts and he confirmed the Jet black ones were the only ones listed as approved for that vehicle , i raised the fact that they were able to to be put on the vehicle if ordered as a new build but he was not aware of why BMW allowed this but not allowed them a retro fit after purchase I have then been onto the BMW shop and the alloys are listed on there and i have checked with there parts team using the VIN number and they say they are compatible and have no idea why the retailer is saying they are not and would invalidate the warranty, and suggest revisiting this with yourselvs or BMW customer service. so in summary we have spent 3.5k on a set of alloys we neither requested or wanted, and seem to be getting the response of thats what was on the system so that what you have got , which is not acceptable, so would like to escalate please

Good eveningFirstly I want to be clear this isn’t a formal complaint more a surprised customer experience feedback messageI booked my service through the online booking system 4 weeks ago, no confirmation, no clear indication that it was confirmedI called two weeks ago to find there was no confirmation of said booking, the lady on the phone kindly arranged my service for today during the call.All previous experience with BMW dealers has had excellent communication thereafter, reminders for service etc. also option of pre booking, which I’ve used.Neither arrived which brought me to call the dealership yesterday. The response to confirmation was look warm, no mention or apology as to why there wasn’t a confirmation “yes it’s in drop it on whenever”The site today head of service was very good, complimentary wash was asked, “yes please”On collection id say car was dirtier than when it went in. As I questioned I received an obvious apology which I appreciate and offer to have it done then if could wait 15 minutes or bring it next week some time next week, which I honestly appreciateBoth myself and my wife have purchased from your site and have had excellent service previouslyAs someone who works in a very high competitive customer facing market, it annoys me when I hear afterwards why customer has gone elsewhere and not shared any feedback that wasn’t to standard.This is simply what this is no ultimatum, just a level of disappointment and hopefully something that could be addressed for future referenceKind regardsAdam Morris

Mr Kole OgunjobiBlakeley StablesBlakeley LaneMobberleyCheshireWA16 7LTEmail: kogunjobi@hotmail.co.ukMobile: 07850 04685913 March 2026FORMAL COMPLAINT — MANUFACTURING DEFECT IN VEHICLE SOLDVehicle: BMW X5 xDrive40d MHT M Sport 5dr Auto (G05, 2022)Registration: DK72JBX | VIN: WBATH420109N19349Deal No: 6413435 | Salesperson: Matthew Reen / Ryan Elliott1. IntroductionI am writing to make a formal complaint to Lookers Motor Group Limited, from whose BMW dealership in Crewe I purchased the above vehicle on 16 November 2022. A manufacturing defect has been identified in the vehicle and I wish to put you on formal notice of this and of my rights under the Consumer Rights Act 2015.2. Purchase DetailsI purchased the above vehicle, new, from Lookers BMW, Fourth Avenue, Crewe, CW1 6XH (Deal No. 6413435) on 16 November 2022 (first registered 31 October 2022) for a total price of £95,224.50 per the signed order form. The purchase was financed under a BMW Select PCP agreement (Proposal No. 15372770, Account No. 3770176) with BMW Financial Services at 3.9% APR over 48 months, with a total amount payable of £103,464.89. The vehicle was specified with a factory-fitted Sky Lounge panoramic glass sunroof and acoustic glazing.3. The DefectIn early February 2026 I began to experience significant wind noise and water ingress through the vehicle roof. I reported both symptoms to my current authorised BMW retailer, Halliwell Jones (Wilmslow) Ltd, on 17 February 2026. On 12 March 2026, following a paid diagnostic inspection costing £150.00 (incl. VAT), an authorised BMW technician confirmed that the front panoramic sunroof glass seal has shrunk, creating a gap causing both the wind noise and the water ingress. The repair has been quoted at £229.03 including VAT.BMW's Service Information Bulletin SIB 54 04 21 — BMW's own definitive technical document for this issue on the G05 X5 platform — confirms this is a known and widespread manufacturing defect. The SIB states that 'The front sunroof glass seal has shrunk, creating a gap which can cause wind noise or excess water entry,' and has resulted in BMW issuing an updated replacement part (54 10 5 B32 973) to supersede the original defective part (54 10 7 493 155). The defect therefore existed in the vehicle at the point of manufacture and was present when you sold it to me on 16 November 2022.4. Legal PositionUnder Section 9 of the Consumer Rights Act 2015, goods sold to a consumer must be of satisfactory quality, including being free from minor defects and being durable. Your signed vehicle order agreement (Deal No. 6413435) expressly states:"We are under a legal duty to supply vehicles in conformity with this agreement we have with you."As the selling retailer, Lookers Motor Group Limited (Company No. 143470, FRN 309424) bears direct liability under the CRA 2015 for the quality of the vehicle at the point of sale. SIB 54 04 21 confirms the defect was inherent in the original factory-fitted component, meaning the vehicle was not of satisfactory quality when delivered. I note also that BMW Financial Services, as the PCP creditor and legal owner of the vehicle, bears joint liability under the Consumer Credit Act 1974 and I am pursuing that route in parallel.The vehicle had covered only 30,257 miles at the point of inspection — well below both the pro-rated contracted allowance and the PCP maximum of 80,000 miles. This evidence directly undermines any suggestion that the defect is attributable to excessive use or neglect.5. My RequestI formally request that Lookers Motor Group Limited:•     Acknowledge this complaint in writing within 14 days;•     Confirm your position regarding your liability to remedy the defect under the Consumer Rights Act 2015;•     Engage constructively with BMW Financial Services and the BMW Insured Warranty provider to ensure this matter is resolved at no cost to me, including reimbursement of the £150.00 diagnostic fee already paid.6. EscalationShould I not receive a satisfactory response within 14 days, I will refer this complaint to The Motor Ombudsman, which is the appointed Alternative Dispute Resolution provider for both BMW and Lookers:•     The Motor Ombudsman, 71 Great Peter Street, London, SW1P 2BN•     Telephone: 0345 241 3008 | www.themotorombudsman.orgI will also pursue all further remedies available under the Consumer Rights Act 2015, including the right to a price reduction.Yours faithfully,Mr Kole Ogunjobi

Re: Formal Complaint Regarding Unacceptable Service ExperienceI am writing to formally raise a complaint regarding the extremely poor standard of service I have received from Lookers BMW Crewe over recent months. As a BMW customer, I expect a level of professionalism and reliability that reflects the brand. Unfortunately, my recent experience has fallen far short of this.In December (11th December 25) I contacted your service department to arrange a routine service for my vehicle. I was informed that your booking system was unavailable and that I would receive a callback once it was functioning again. This callback never materialised.As a result, I made a booking myself through your online system (appointment booked 9th February for 13th February). I arranged time off work to attend the appointment and travelled to the dealership, only to be told upon arrival that you had no knowledge of the booking. Not only was my appointment unrecognised, but I was also informed that you were unable to accommodate my vehicle despite the confirmed booking I had received. I was then informed that an issue had been identified in the last week or so that online bookings were not being forwarded to the dealership and this was being investigated.It is particularly concerning that your online booking system remained available and was still accepting appointments, even though staff were aware that there were ongoing issues with it. This failure to disable or clearly flag the system resulted in unnecessary inconvenience and wasted time.I will now have to arrange a further appointment—requiring yet more time off work—simply to receive the service that should have been provided at the original booking. Given the experience to date, it is not clear how the booking should be made with any confidence, or if Lookers is the appropriate destination.Additionally, the lack of staff at reception during my visit left me waiting without assistance, further adding to the frustration and poor customer experience. Only after walking near the sales floor was I acknowledged and asked if I needed assistance.Overall, the level of disorganisation, lack of communication, and disregard for customer time is unacceptable. I request that this matter be investigated and that appropriate steps be taken to prevent other customers experiencing the same issues. I also ask for an explanation of how this situation was allowed to occur and what corrective actions will be put in place going forward.I look forward to receiving a response within a reasonable timeframe.

I sent my car in to get a couple of seals replaced on my gearbox on Thursday 05/03/2026.after an initial triage I was told they'd need to order parts in before they could do the work. And that I'd hear back by Wednesday.I've just called now (16:00 GMT on Wednesday 11/03/2026) because I'd not heard back.Turns out it's not ready yet.This isn't an issue itself. The repair takes as long as it takes. And I'd rather it take longer and the repair be done properly, than have a rush job.However, the lack of communication has been frustrating.moreover, I asked if it was possible to get a hire car in the meantime, because I NEED use of a car this Friday (13/03/2026) and was just told no, because they "don't have any in at the moment".I must say at this point I'm starting to think BMW Lookers Crewe doesn't actually do hire cars, and it's just a marketing gimmick. This is the second time I've asked for a hire car as a result of a long repair job, and the second time I've been told they "don't have any in at the moment".Do they actually have hire cars? Or is it just a fabrication?This is quite annoying, and pretty inconvenient for me. I'm now going to have to rearrange several meetings I'd set up for this Friday at work.To make this right, I'd either like a hire car providing tomorrow (12/03/2026) if my car isn't ready. Or a significant discount on the bill for the work performed, to compensate for the inconvenience this will cause.Just to reiterate, because I get the feeling sending this will result in a rush job, which will just cause more problems than it solves. *THE DELAY ISN'T AN ISSUE, THE LACK OF COMMUNICATION IS OR OFFER OF A HIRE CAR IS*

Good Afternoon,On Thursday 26th February I collected my second hand approved used vehicle from Lookers Crewe - BMW 435d, Reg ET66 ZNB. Order form is attached (order number 99896).On Sunday 1st March I rejected the vehicle under distance selling regulations (actually there are problems with the vehicle, but for ease I have used my rights under that act).The vehicle was returned to Lookers Crewe on Monday 2nd March.All of the above is referenced in the thread below between myself and the Sales Executive.On Monday 2nd I was also told that I would not receive a refund until I returned the V5 logbook to Lookers. I do not believe this is legally correct as you must refund me in full with 14 days of cancellation however I am not an unreasonable person so I agreed to wait a few days.I waited a week and then contacted the DVLA (becuase an online change of keeper takes 3-5 working days). They confirmed that there has been no electronic change of keeper submitted by Lookers. I asked the Sales Executive to investigate this on Friday 6th. I chased for a response today however he is now out of the office until Weds 11th (it would have been nice to have been told)!I have been patient but I cannot wait any longer for this to be resolved. I am currently without a car and unable to purchase another one until I have been refunded. Please initiate my full refund immediately.Thanks in advanceAdam Jenkins07715 930 230

cut took the vehicle in for a service 4 weeks ago and was told that damaged cover on the battery underneath and has since been transferred to Stoke. The cust is no further forward with ht is happening with his vehicle and is not happy.

after having my vehicle for 6 months i picked it up this morning with little charge, filthy inside and out, towing eye etc just sat on the back seat.6 months and this is how i pick up my car.

I have been trying to obtain a quote for service and Emergency SOS Telematics Battery replacement along with MOT for my vehicle.