Dear Sir/Madam,I am writing to formally raise a complaint regarding the handling of repairs to my vehicle, a BMW X5 M50D (registration T1 LVR), which remains in the possession of Lookers Crewe BMW.My vehicle was delivered to Lookers on 7 May 2025. As of today, February 2026, the repair remains ongoing. This represents a repair duration now exceeding nine months.This timeframe is clearly excessive and falls far outside what could reasonably be considered acceptable.In addition, I have now received no update whatsoever for approximately two weeks, despite repeated commitments and me chasing for an update throughout this process that I would receive regular and proactive communication.Over the past nine months, there has been a consistent pattern of:• Failure to provide promised updates• Failure to meet indicated completion timeframes• Failure to proactively communicate delays• Requiring repeated chasing from myself simply to obtain basic status informationOn multiple occasions, Lookers provided indicative completion timelines which were not met, and committed to providing updates which were not delivered.It is particularly concerning that I have been required to independently determine changes in dealership leadership, including the departure of the Head of Business, after receiving bounced emails and having to investigate via LinkedIn, rather than being informed directly by Lookers. This further reflects a lack of ownership, accountability, and basic customer care.This has resulted in significant inconvenience, disruption, and the prolonged loss of use of a high-value vehicle for an extended and wholly unreasonable period.I am therefore requesting immediate intervention from both Lookers senior management and BMW UK to:• Provide a clear and accurate status update on the repair• Confirm precisely what work remains outstanding• Provide a firm and realistic completion date• Confirm who now holds overall responsibility for resolving this matter• Restore an acceptable level of communication and accountabilityGiven the extraordinary and excessive duration of this repair, the prolonged loss of use of my vehicle, and the unacceptable level of communication throughout this process, I also expect Lookers and BMW UK to confirm what appropriate compensation and goodwill measures will be offered in recognition of the significant inconvenience, loss of use, and distress caused over the past nine months.Please treat this as a formal complaint and confirm receipt. I would expect a substantive response within five working days.Yours faithfully,Lee Roberts

Rejection LetterTo: General ManagerLookers Crewe BMWFourth Ave, Weston Rd, Cheshire, Crewe CW1 6XHDate: 12/02/2026FORMAL REJECTION OF VEHICLE – J80 ONK / LB23CZEDear General Manager,I am writing to formally reject the above-referenced vehicle, which was in your care for a warrantied repair to the passenger heating system on the 30th January 2026.The vehicle was delivered to your dealership in good working order, except that the heaters inside the car were not getting warm. You diagnosed it as needing a replacement heater matrix, and the car was with you until Thursday, 5th. However, as a direct result of your workshop’s failure to correctly refill/bleed the coolant system, it has now caused more and potentially catastrophic damage to the engine. As I write this, my car is currently in your workshop awaiting a replacement radiator due to having blown a hole due to excessive pressure. If the cooling system has been under enough pressure to cause this, then it has the potential to have caused more damage to other components.Breach of Duty and Loss of ConditionUnder the Consumer Rights Act 2015, a service provider is required to perform work with reasonable skill and care. By returning a vehicle with insufficient coolant, your dealership has demonstrated gross negligence.The vehicle is no longer in the same condition as when it was dropped off. The structural and mechanical integrity of the engine has been compromised. Even with a repair, the vehicle's long-term reliability and resale value have been permanently reduced. The car is coming towards the end of the manufacturer warranty period, due to your negligence I have lost all confidence in the vehicle.Consequently, I no longer wish to have the vehicle returned to me. I am holding Lookers Crewe BMW fully liable for the total loss of use and value of the vehicle. I require one of the following resolutions within seven days:- A full buy-back of the vehicle at its pre-damage market value, not trade-in value.- A replacement vehicle of identical specification, age, history, and mileage.- A full settlement of my outstanding finance agreement.Please confirm your receipt of this notice and your intended course of action within seven days. Should we fail to reach an amicable agreement, I will have no alternative but to escalate this matter to BMW Corporate/the Motor Ombudsman and pursue legal action through the courts to recover my full losses, including costs for a replacement hire car and legal fees.I look forward to your prompt response.Yours sincerely,Kevin Boon07767 802355Kevboon@sky.com

cust booked car in and was going to be charged £30 for a cc however his pal booked in at BMW Stoke and has not been charged can you please investigate and let the customer know why

Hi Tim,Thanks for your response.All calls to and from Lookers Crewe were to my phone number, 07591513743.I contacted a few times and Sam called me back on 01270 212525The initial knocking sound was reported on Tuesday 16:42pm, then again on Wednesday when I booked the vehicle in or Saturday.Really disappointed by all of this and hope for a speedy resolution.Please keep me updated on Monday.ThanksCurtisSent from Outlook for iOS________________________________________From: Tim SevilleSent: Saturday, January 24, 2026 11:15:09 AMTo: curt_br@hotmail.co.ukSubject: YH72JGV BMW 128tiGood morning Mr Brandwood,Thank you for the emails containing the images and videos. As discussed, I can’t do much until Monday when our service department is fully staffed and I can speak to our service manager.We will provide the details from the approved used car check we completed, the invoice for the work carried out by us following the check and details of the service history for the car. I will also request phone recordings of conversations between Lookers BMW Crewe and yourself. Please can you advise if all calls were made to or from one phone number so that we can identify any conversations.Following my discussion with the service manager on Monday we will be in a position to advise of the next steps. BMW UK have instructed the recovery site to take the car in BMW Bolton on Monday morning so we will need to speak to them once the vehicle is in their possession.RegardsTimTim SevilleUsed car sales managerLookers BMW CreweWeston Road | Fourth Avenue | Crewe | CW1 6XHP: 01270 212525

I am writing to raise a formal complaint regarding a serious and extremely dangerous incident involving a BMW 128ti I purchased from you last Tuesday.Earlier this week, shortly after taking ownership of the vehicle, I reported a knocking noise to your team. I was advised to book the vehicle in for inspection and repair at BMW Crewe, which was scheduled for tomorrow. In the meantime, I deliberately avoided using the vehicle to prevent the issue from worsening and left it parked in the yard at my workplace, instead using a work van.This evening, I collected the car specifically to prepare for the 40-mile drive to Crewe for the booked repair. Within 10 minutes of driving home, the front left wheel detached from the vehicle completely. As a result, I slid approximately 20 metres and collided with a kerb, damaging the vehicle and hurting myself as a result.This incident could have resulted in serious injury if it happened on the motorway tomorrow.It is deeply concerning that a vehicle purchased from your dealership less than a week ago, and already reported for a mechanical fault, has suffered such a catastrophic failure.I am extremely distressed by what has happened and have lost all confidence in the safety of this vehicle. I expect this matter to be treated with the utmost urgency. At a minimum, I require:• An immediate investigation into how this vehicle was prepared and deemed roadworthy prior to sale• Written confirmation of how such a failure was able to occur• Clear proposals for resolution.• Confirmation of how you intend to address the safety implications of this incidentPlease note that this is a serious safety issue, and I am documenting all correspondence. I expect a prompt response.I look forward to your urgent reply.

Customer booked a loan car with us and was called the day prior to be told the car is unavailable. He was then offered another date of 20th Jan, to then be told this loan car is not available and would have to wait until 9th February for a car.

Please see complaint in reps - customer sent in a letter and will not attach to here - the complaint starts with A servicing issue

Following complaint submitted this morning received phone call early afteroon from Matt Senior Service Advisor at the Crewe dealership offering to collect my car from home today and return following completion of any necessary work. This I later accepted and as far as I'm concerned this now resolves the matter.

Car booked in on 11/12/25 for today 6/1, following Recall Notice regarding rear seat belts. Courtesy car booked. Checked in online yesterday, got phone call as I was leaving home to check was still bringing it in in view of the weather.Firstly details on job sheet incorrect, referred only to left rear seat belt but both left and right needed check and replacement if necessary. Secondly no Courtesy car available. Was told could wait it would be about an hour. Have had experience with this dealership before with interminable waits, wouldn't have booked a courtesy car if I wanted to wait and waste my time. In any event I had other arrangements for the day. To say I was far from happy is an understatement, particularly having made a wasted journey.In the circumstances had no option but to rebook, was given a first available date of 26/1, expressed dissatisfaction with this in view of extended timescale and miraculously got revised date of 13/1. Subsequently phoned to speak to Service Manager, unavailable, currently 2 hours later awaiting call from Senior Service Adivser - don't hold out much hope of that.I remain extremely dissatisfied with this appalling service and expect compensation for a my wasted journey and time on what was a particularly bad morning weather wise. I haveused this dealership for over 10 years but I am now considering going elsewhere.

75 plate 1 series collected in October, developed faulty drivers rear brake light, drivers rear wheel indicator, drivers rear tail lamp, have brought it in for repair twice. Complained to BMW Uk and BMW finance, subsequently someone called Steve from service called me and left a voicemail to return his call which I did.Steve wasn’t available and receptionist sent email with high importance to call me back, no response!Courtesy call to book in for repair, explained car has been in twice and no point returning unless fault can be fixed, another email sent to Steve to call me but still no response.I’ve had the car 3 months now and it’s embarrassing driving a new car with faults, travelling from Northwich to Crewe, adding unnecessary mileage and fuel and having to take time off work which is a disadvantage.