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.

i brought a used bmw when i spoke to the sales man he told me he would service the car and MOTit i paid cash for this car every thing was going fine until I said I did not want any of the products on offer i asked for a full tank of fuel and i was told by his manager because he had given me £200 off he was loosing money which i found it very hard to believe as i work for Mercedes when i went too pick the car up i was told the service had not been done because it didn't need one. two weeks later i got an e-mail from the service dept saying my car is due for a service so why was i told it didn't need one

cust has looked in to purchasing a vehicle however has been declined 3rd party finance. He really would like to deal with Lookers but finds this very difficult as you are going to charge an addition £3,000 commission Is there something you can do about this.

Dear Sir/Madam,I am writing to raise a formal complaint regarding the condition of my vehicle following a recent service carried out at your Crewe branch.I dropped my car off on Monday 27th April 2026 for an oil change service and collected it on Saturday 2nd May 2026. Other than general cleanliness of the car, upon driving the car home everything initially seemed fine. However, the following morning I discovered significant issues with the interior condition of the vehicle.There were multiple noticeable scratches on the centre console, particularly around the gear selector area. In addition, there was visible residue consisting of sand and water in the same area, suggesting that something had been spilled or mishandled during the time the vehicle was in your care. More broadly, the overall cleanliness of the interior was markedly worse than when I had dropped the vehicle off. This is particularly concerning given that the service documentation I received indicated that the vehicle had been checked and signed off as clean.I returned to the dealership on Tuesday 5th May 2026 and spoke with Chris, the manager, who inspected the vehicle. While he was able to clean the sand and residue from the console, he ultimately advised that the scratches were not caused by his team and suggested they may have been caused by me, potentially from items such as water bottles, which does not make sense.I must firmly dispute this. The vehicle is in excellent condition, which Chris himself acknowledged. I am the sole and predominant driver of the car. I do not have children or pets, and I do not wear watches or carry items that could cause such damage in that area. I am confident that the scratches occurred while the vehicle was under your care.Given the above, I would like this matter to be taken seriously and investigated properly. The car is financed through BMW (PCP) and I am wanting to return the car in 2027; albeit this damage is going to penalise me.I am seeking an appropriate resolution, which should include replacement of the damaged interior trim, as well as an explanation as to how the vehicle was signed off as clean when it was clearly not. This is not the service that one would expect from a certified BMW dealership, and I would appreciate a prompt response outlining how you intend to resolve this issue.Should a satisfactory response not be given, I will write to the ombudsman.Best,Damien Clarke

Leading up to Christmas my x5 went in for a recall upon collecting it after the recall damage was done to my electronics causing idrive to not work lock button hazard light button to not work and me electric mirrors don’t work trying to get them fix it was pointless as when it went back in the second time is wasn’t done so I asked for a sheet of all the work it needed which the found so I could book it back in after Christmas got nothing I emailed a few times got nothing back so I’ve had go to a bmw specialist who I had to pay £2,000 to fix all the damaged wires that I assume were damaged when the air bags were changed shame because I’m a avid bmw fan who loves bmw cars I was shocked how this has all Been handled

I went to collect a car with my son on 25-4-26 at BMW Crewe, despite being told we would be there around 11am due to getting off the 3.30am sailing the salesman or car were not there.After the car arrived the salesman arrived shortly afterwards.He was clearly in a rush and was not offering to allow us a good viewing or test drive of the car.After spotting issues with the car I advised my son not to proceed.The salesman became agitated and got pushy to get my son to the Post Office to tax the car.While they were away I discovered more faults with the car and on their return I said we would not be buying the car.I asked for a Manager as the salesman was becoming aggressive in my opinion.My son has learning difficulties and broke down in tears at this point.After a bit of discussion despite being told we had to take the car I pointed out we could return the car within 14 days and it was within that time.The Manager was of the view the Fiesta trade in had been transferred but at no time did the salesman bother to inspect or transfer it.It now appears my son is expected to pay a fine of 250 pounds as the car has another owner.The car had a chip and crack on windscreen both of which had been badly repaired previously,a dent on door which needed repairs and painted.I also found a blemish in the paint which in my opinion was overspray from a previous repair.The salesman said he would speak to his boss on Monday, but made on commitment to fix the issues and if we were closer they would carry them out and we could return later.We spent 16 hours traveling to a car that was not of showroom standard, paid for a ferry and fuel and as is our legal right returned the car.The fact we didn't take or even drive the car and had we been given the opportunity we would have not purchased.As my son has only received information today from the salesman, I am disappointed that the Sales Manager could not have reached out to find out what happened in his absence.We purchase approved used for a reason and this was well short of service and standard of car I would expect.

cust went to purchase a vehicle on Saturday and paid in full, however when he arrived it was not as stated and wished to withdraw from the purchase. Sam was dealing with the customer. he is looking for thee full refund of the vehicle.

cust purchased 22.03.26 1 series. cust picked the car up on Sunday cust wouldnt get the documents when everyone was back. Invoice, mot, hpi report, warranty and breakdown. cust sent chaser and called on numerous occasions. cust found a mileage discrepancy. might have to wait a further 2 weeks.

Dear Lookers,I am writing to formally raise a complaint regarding the customer service I received during my recent attempted purchase of a 72-plate BMW X5, and to request confirmation of the outstanding £1,000 deposit refund.Initially, my experience was positive. I viewed the vehicle, discussed the required preparation work, and left a deposit of £1,000. As this was a cash purchase, the price was agreed, and we later confirmed a collection date of Friday via email.However, the situation began to deteriorate on Tuesday when I received a call from Josh requesting full payment that day to meet month-end targets. I agreed on the condition that I would then collect the vehicle the following day. I explicitly asked whether the vehicle would be ready, and I was assured that it would be.We agreed on a 10:00am handover, and I booked a train accordingly. On the day of collection, while en route to Stafford station, I received a call just 50 minutes before the agreed time informing me that the vehicle would not be ready. Although I was extremely disappointed, I accepted the reassurance that my train fare would be reimbursed and that the vehicle would be fuelled, and we rescheduled for 10:00am the following day.Upon arrival at 10:01am the next day, the vehicle was not ready, and there was no communication from staff. After waiting over 35 minutes—with no updates, no offer of refreshments, and minimal engagement—I was extremely frustrated. When I queried the delay, I was told this was “normal,” which I found wholly unacceptable.Due to this consistently poor level of service and lack of professionalism, I made the decision to reject the vehicle. I completed the refund form with the manager, who advised that the funds would be returned within three days.While the majority of the refund has been processed, the £1,000 deposit remains outstanding.Please confirm when this balance will be credited back to my card. If I do not receive a prompt response, I will have no option but to escalate the matter further, including contacting my bank.I look forward to your urgent response.Yours sincerelyGreg Caley

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