My Car 312COO was sent in to for repair on 26 May, to have a washer bottle leak repaired, upon the car having the repair the following damage was inflicted on the car : screw driver damage to wing and arch liner, scratches all around the m badge, 2x fixings missing, 1x loose and whole alignment of wing wrong. Chris the service manager promised to repair the car, on the 16th June the car was sent back to crew to be repaired, where further damage has now been inflicted on car: over spray on drivers window, run on drivers door, run on wing, paint belmish on wing, drivers door car fixing missing, scratch to internal a pillar, general mess all over car, door seal painted. So the car now needs to return for a third time for a repair.

When purchasing a used Ix idrive50 the level of customer service and quality fell well below expectations for a premium dealership such as BMW.Initially I was offered a pcp deal which was totally inaccurate and presented incorrect information and misleading figures. After personal interrogation I had to inform the salesman that this was financially irresponsible and that the figures were misleading. I subsequently rejected this proposal and went ahead with a part exchange and cash balance arrangement.I received an invoice for the full amount of the used car plus an agreed extended warranty. This did not take the agreed part exchange value agreed and deduct from the invoice. I thought this was BMW policy so paid in full.When I contacted the dealership for collection I asked about the part exchange refund, to be told I hadn’t paid it . I challenged the salesman to check the invoice and confirm, his response was “ oh you shouldn’t have paid that I will have to speak with accounting to resolve “I requested a collection for the car and received an email stating it was a busy day and I could be squeezed in at 5pm.When spending almost £50k with a premium dealership such as BMW , to be told “ we can squeeze you in” is totally unacceptable. The standard of customer service was appalling.When I arrived I was left standing at reception for over 5 minutes and blanked by several staff members before I finally approached one and asked if anyone would attend to me. I was shown to a desk and the salesman attended shortly after asking if I was happy with the car as personal number plate had been attached. I once again corrected him as there were no plates on the vehicle.Document checks were completed and I again raised the issue of part exchange credit owed. I was told this would be actioned first thing in the morning ( Wednesday 1st July) I emailed bank account details immediately and completed the paperwork.I was introduced to the Transaction Manager who thanked me for the custom and asked if I was happy with the process. I explained the above, and stated clearly that this fell way below expectations and standards I would have expected from BMW.I was given an apology and asked if there was anything that could be done to make the experience better.I stated that I would rather have just had a “ great experience and drive away than be disappointed with the service received “I asked if it would be possible to receive the next car service free of charge. I was told that this would be taken up with the service manager.After discussing with BMW Team I was told that this was not agreeable and given an apology.I stated that just an apology was not acceptable after the level of service I had received and wanted something to make this a positive experience and walk away happy with the purchase.I was asked again what I would like? My response was it would be more appropriate for you to offer me something than go back and forth as I had already stated what I wanted.I was offered a free valet within 6 months of purchase. I am not local to the dealership and this is not ideal, however out of frustration I accepted the offer.I have emailed requesting the refund and received no reply but did receive a “ signature document “ on Friday 3rd of July for the part exchange value ( signed and returned immediately)To say I am disappointed in the level of service received is a huge understatement I still consider that BMW Crewe can do more to make this a better experience and await your response together with the refund owed.

I booked my car in for rear discs and pads with over a week’s notice. I also requested a loan car. This was done online through Lookers system. Two days before my appointment I rang to confirm the loan car was available. This could not be confirmed so I changed to a stay and wait appointment. 1.5 hrs in I was told that the Crewe branch didn’t not have discs in stock. When I asked why they have not ordered any with a weeks’ notice, I was told that due to a new system, they only know what my job is when I arrive. This seems ridiculous. I have wasted an afternoon and now have to re-book and do it all again.

Dear Chris, BMW UK Customer Service and Lookers Vehicle Complaints,Further to my email of 22nd May, to which I have still not received any response, matters have now escalated further.My BMW X5 M50d, registration T1 LVR, has failed to start again while I am away with my family in Llandudno.This has left me having to manage recovery arrangements for my family, our dog and the vehicle on the first day of a planned weekend away.Given I need to return home with my family on Sunday, I will now arrange for the vehicle and my family to be recovered home.I require Lookers / BMW UK to contact me on Monday to arrange:1. Collection of the vehicle from my home address2. Provision of a suitable courtesy / replacement vehicle3. Proper diagnosis and repair of the repeated non-start issue4. Resolution of the outstanding air conditioning, emergency call fault and paint defect5. Confirmation of who now owns this complaint at senior level6. Confirmation of how the outstanding goodwill / compensation discussions will now be progressedThis is now a further failure following the previous post-return non-start issues, subsequent battery replacement, and over a year since the vehicle was first delivered to Lookers.I no longer have confidence that the vehicle has been properly diagnosed, repaired or quality checked.Please treat this as an urgent formal escalation requiring senior ownership from both Lookers and BMW UK.Regards,Lee RobertsSent from Outlook for iOSConfidential - Oracle Restricted \Including External Recipients________________________________________From: Lee RobertsSent: Friday, 22 May 2026 10:29:28To: Chris RhodesCc: UK Customer Service BMW; Vehicle Complaints; Simon MatthewsSubject: RE: [External] : RE: T1 LVR Complaint - BMW Reference 08888066Hi ChirsSorry for the delay, its year end at work.Further to our recent correspondence, I have attached a summary timeline of the key events, issues and complaint history relating to my BMW X5 M50d.I have prepared this to assist with understanding the wider background and the various unresolved matters following the lack of continuity and handover after Matt’s departure. I appreciate this is the first time you are reviewing the matter, so I have collated the attached timeline to help provide context and visibility of the history, outstanding issues, and previous discussions to date, if required, I can attempt to send you every email Matt/Scott and I ever exchanged, this wont capture phone calls, in person conversations.I am on holiday 29th May until 7th June so bringing the car in 1st June doesn’t work. At present, given the forecast extremely hot weather over the next week and the ongoing issues with the air conditioning, I would ideally appreciate the air conditioning system being addressed sooner if there is any possibility of arranging an earlier appointment, same day? Otherwise, I will have to wait until my availability from Tuesday 9th June onwards, when the vehicle can be booked in for the outstanding issues to be properly investigated and resolved.Separately, once the vehicle has been assessed, I would appreciate confirmation regarding how the wider complaint, previous commitments and goodwill / compensation discussions will now be progressed.As previously referenced, given the overall history and current lack of continuity, I now feel it appropriate to ensure visibility of the matter at both Lookers Group and BMW UK level.Regards,Lee RobertsLee RobertsCommercial DirectorLee.roberts@oracle.comMobile: +44 7717 814 618Oracle 1 South Place | London | EC2M 2RB | United KingdomORACLE Corporation UK Ltd is a company incorporated in England & Wales | Company Reg. No. 1782505 | Reg. office: Oracle Parkway, Thames Valley Park, Reading RG6 1RAFrom: Chris RhodesSent: Friday, May 8, 2026 2:37 PMTo: Lee RobertsCc: UK Customer Service BMW; Vehicle Complaints; Simon MatthewsSubject: [External] : RE: T1 LVR Complaint - BMW Reference 08888066Good afternoon Mr Roberts,The last time we spoke I was under the impression that you were going to collate the Emails between Matt and yourself so we could ensure that the car is as you expected, apologies if this isn’t the way you interpreted the conversation.That said lets address these outstanding concerns;• Air conditioning not functioning correctly — despite being advised it had been fully serviced, re-gassed and tested during the original insurance repair work• Emergency call system fault still present• Suspected paint defect identified following return of the vehicle• General expectation that the vehicle would be returned fully completed and checked has not been metThe best course of action would be to re-book your car into us for a week so we can investigate the Air con system, the Emergency call system and to have the bodyshop look at your paint defect.Unfortunately I’m away on annual until the 18th May, if you reply to this Email with a suitable date Simon, My senior service advisor, will complete the booking for you.As our diary looks at the moment I have car availability from the 1st June.Chris RhodesAftersales ManagerLookers Crewe BMWFourth Avenue, Weston Road | Crewe | CW1 6XHT: 01270 212 150lookers.co.uk/bmwFrom: Lee RobertsSent: 07 May 2026 19:05To: Chris RhodesCc: UK Customer Service BMW; Vehicle ComplaintsSubject: T1 LVR Complaint - BMW Reference 08888066External Sender: Confirm legitimacy before acting.Confidential - Oracle Restricted \Including External RecipientsHi Chris,I am writing to formally re-escalate my complaint regarding my BMW X5 M50d (T1 LVR), as there now appears to have been a significant breakdown in continuity, communication and ownership of the case following Matt’s departure from the business.As you explained when the vehicle was returned to me, there had been no effective handover of the case history and previous correspondence had also been sent to an incorrect email address.Following the vehicle’s return, I emailed you on Friday 24th April regarding newly identified issues with the vehicle, specifically:• Air conditioning not functioning correctly• Suspected poor paint finish / paint defect on the driver’s sideIn that email I also referenced that Matt had previously assured me the air conditioning system had been re-gassed, sealed and tested during the original repair process.Despite the above and given the wider history and seriousness of the complaint, I have still not received any acknowledgement, update or proposed next steps.---BackgroundThe vehicle was in Lookers’ possession for approximately 10 months for extensive wiring loom repair following rodent damage.Following its eventual return, the vehicle suffered repeat non-start failures within two weeks, leaving me stranded on two separate occasions, including one instance where I was waiting approximately 5 hours for recovery.AA diagnostics recorded fault code 030E0F – energy management / battery ageing condition too high, together with associated voltage issues. This was despite me being advised that the battery had been health-checked and did not require replacement.The vehicle was subsequently returned again for further work, including battery replacement.---Ongoing Service & Communication ConcernsThroughout this process there have been persistent missed timelines, repeated delays and poor communication, which have significantly compounded what was already an extremely prolonged repair.Most recently:• The vehicle was returned without prior notice• Previous communication had been sent to an incorrect email address• There appears to have been no effective complaint handover following Matt’s departure• Previously discussed next steps and resolution discussions have stalled• My email sent Friday 24th April regarding further defects remains unanswered---Outstanding Issues (Current)The vehicle remains not in an acceptable condition, with the following unresolved:• Air conditioning not functioning correctly — despite being advised it had been fully serviced, re-gassed and tested during the original insurance repair work• Emergency call system fault still present• Suspected paint defect identified following return of the vehicle• General expectation that the vehicle would be returned fully completed and checked has not been met---Prior CommitmentsPrior to leaving the business, Matt had confirmed that:• We would agree an appropriate goodwill / compensation package• The vehicle would be fully resolved and returned to a high standard• A full service would be provided FOC at the next due intervalThese commitments remain outstanding and unresolved.---PositionGiven:• The 10-month repair duration• The repeat breakdowns shortly after return• The ongoing unresolved defects• The repeated missed deadlines and communication issues throughout• The apparent lack of continuity following internal changes• The absence of response to my latest correspondenceI now consider this to be a significant service failure and an ongoing formal complaint requiring urgent management attention.Next Steps RequestedI would ask that you:• Confirm full ownership of this case and visibility of its history• Arrange prompt inspection and resolution of the outstanding faults and paint issue• Confirm how the previously agreed service (FOC when due) and goodwill / compensation discussions will now be progressed• Provide a clear timeline and single point of contact for bringing this matter to a closeI would still prefer to resolve this constructively at dealership level. However, given the history and current lack of progression, I now feel it appropriate to formally re-escalate this matter and ensure visibility at both Lookers Group and BMW UK level.I would appreciate a prompt response.Regards,Lee RobertsLee RobertsCommercial DirectorLee.roberts@oracle.comMobile: +44 7717 814 618Oracle 1 South Place | London | EC2M 2RB | United KingdomORACLE Corporation UK Ltd is a company incorporated in England & Wales | Company Reg. No. 1782505 | Reg. office: Oracle Parkway, Thames Valley Park, Reading RG6 1RAConfidential - Oracle Restricted \Including External RecipientsFrom: Lee RobertsSent: Friday, April 24, 2026 2:40 PMTo: chrisrhodes@lookers.co.ukSubject: Re: Lees contactHi ChrisI’ve immediately noticed that the air con isn’t working and what looks like some badly repaired paint work on the driver's side. I specifically asked Matt about the air con when it went back in last time following the break down. Matt assured me that the aircon had be regassed and sealed during the original repair saga, but it was immediately apparent on the original return that it wasn't working.How do you want to handle these?Best RegardsLeeSent from Outlook for iOS________________________________________

Dear Chris, BMW UK Customer Service and Lookers Vehicle Complaints,Further to my email below, I am providing a further update on the disruption caused by this latest non-start failure.The breakdown was reported to the AA at approximately 17:17.The initial AA patrol attended at approximately 19:35 and advised that the vehicle was not generating sufficient fuel rail pressure to start. I was told the vehicle was reading approximately 15 bar at the rail when around 200 bar would be required for starting.A recovery vehicle then attended at approximately 00:35, but was unable to recover the vehicle without additional specialist equipment and without risk of damage to the property. I have been advised that this now requires further AA authorisation and that the earliest availability for the relevant specialist recovery resource is from 06:00.The result is that my family and I remain stranded overnight in Llandudno, in a holiday let garage that we are due to vacate. My wife and I are now likely to miss work, and my six-year-old son is likely to miss school.This is the third occasion on which the vehicle has stranded me since being returned, following the previous non-start failures and subsequent battery replacement. The vehicle had no starting or reliability issues when it was originally delivered to Lookers.This latest incident further reinforces my position that the vehicle is not reliable, has not been properly diagnosed or quality checked, and cannot simply be treated as another routine service booking.I now require senior ownership from Lookers Group and BMW UK, not simply local dealership handling, together with confirmation on Monday of:1. Collection of the vehicle from its current location or my home address, depending on where it is ultimately recovered to2. Provision of a suitable courtesy / replacement vehicle3. A proper root-cause diagnosis of the repeated non-start issue4. Confirmation of who owns this complaint at senior level5. Confirmation of how a broader commercial resolution will now be considered, given my complete loss of confidence in the vehicle following the repeated post-return failures, unresolved issues, and the overall handling of the repair and complaint processFor completeness, I have had no substantive response from Lookers, Lookers Vehicle Complaints or BMW UK since my email of 21st May. I have also received no response to my further urgent escalation email sent on Friday following this latest breakdown. Given the seriousness of the issues already raised, and the further disruption now experienced, I do not consider the current lack of ownership or communication acceptable.Regards,Lee Roberts

I have asked you previously, but without success, to update the email address in your records to gerald@oakdene430.uk. Thanks

We purchased a 2nd hand ix from Crewe and had it delivered to Edinburgh. When it got here it smelled of cigarette smoke. This was hugely disappointing in itself so we arranged for it to be returned. It has now been back with you for 2 full weeks and we have yet to receive a refund of the £32,699 we paid. Despite numerous phone calls and assurances it is still not in our account. £32,699 that Crewe at holding on to. If it is not returned within 24hrs I will go to the ombudsman with a complaint.

Customer Commentsdeposit paid for £500 paid 01.03.26. Cust hasnt received a refund for the money as he cancelled the purchase.

I had a really poor experience having my car services at Crewe. I booked a service on my app but also phoned to check how long it would take and say I would need to wait for it. When I arrived I was told they would see what they could do but it wasn’t booked for me to wait. I planned my whole day around what I was told was a 1.5 hour wait. I booked it for 11:45 am and had to practically demand it back at 2:25 pm despite telling them I had a 2 pm appointment elsewhere.I got no further information and was told to take a seat. The whole experience was really poor. Interesting how I never got asked for feedback, no email / text nothing.Never got the email / paperwork I was told I would get because I had to leave in a rush. I was told my car would be washed and vacuumed but it wasn’t despite it being well over the 1.5 hours I was told it would be.Also it may be worth explaining to staff that if a member of their team does not communicate information internally that is not the customers responsibility. I don’t train your staff !I was made to feel I was being unreasonable because I didn’t have hours to sit there drinking coffee !I have no idea what was done. In fact I have little confidence anything was done.Really disappointed.

Here’s a stronger, more assertive version that keeps the tone professional while making it clear you expect action and accountability:I purchased an Approved Used BMW from Lookers BMW Crewe in March, with delivery taking place in April.Following delivery, I carried out my own inspection of the vehicle and immediately identified that different branded tyres with mismatched tread patterns had been fitted across the front axle. Concerned that this did not meet BMW Approved Used standards, I contacted BMW directly, who confirmed that this configuration is not compliant with the requirements of the BMW Approved Used programme.I subsequently raised the matter with Lookers BMW Crewe and was instructed by the Used Car Sales Manager, Tim, to provide photographic evidence and, at considerable inconvenience and cost to myself, arrange a vehicle health check with my local BMW dealership.That inspection has now been completed and formally identified the tyre discrepancy as a cause for concern, fully supporting the issue I originally raised.Despite now having:* photographic evidence,* confirmation from BMW UK, and* an independent BMW health check validating the issue,I have been informed that Lookers BMW Crewe is refusing to accept liability or take corrective action.This position is completely unacceptable.The facts surrounding the vehicle have not changed since my initial complaint, so I fail to understand why I was instructed to spend further time and money gathering evidence if the dealership had already predetermined that it would refuse to rectify the issue regardless of the outcome.More importantly, this vehicle was sold under the BMW Approved Used scheme, which carries an expectation of manufacturer-standard preparation, safety, and quality. A vehicle presented with mismatched tyres across the front axle clearly falls below that standard.I am therefore requesting that Lookers BMW Crewe immediately resolve this matter by replacing the front tyres with a matching premium pair that fully complies with BMW Approved Used standards, at no cost to myself.Should this matter continue to be dismissed, I will have no option but to escalate the complaint formally through BMW UK and pursue the matter further under the Consumer Rights Act, as the vehicle supplied is not consistent with the standard advertised at the point of sale.I look forward to your prompt response and a satisfactory resolution without further delay.