I purchased a 3 year RAC warranty policy number LOOk1177310 for £989 following the purchase of EN21OPO a Mini Cooper S to commence 27.06.26. In early June 2026 the car was put up for sale and I rang the RAC to cancel the policy and was advised that as it had not been activated I should contact the dealership for a refund . On the 12.06.26 I emailed Lucy Fleming ( Sales Executive ) who had sold me the car explaining the situation . Having received no response I tried to speak to her on the 12th and 17th June without success so I emailed her on the 21st June asking what was happening . I received a response to my mail on the 23rd June saying contact the RAC to which I replied that I had and they had advised the policy had not been activated so speak to the Dealership . I then tried to speak to her but she was unavailable but the gentleman on the phone ( Alex Fitton ) asked if he could help . I explained the situation and by the end of the day received an email from him showing the policy was cancelled ,asking for my bank details and a statement saying Lucy Fleming would arrange the refund. Having received no refund I emailed on the 2nd July asking were we were with the refund and receiving no response tried to ring Lucy on the 4th July but she was unavailable . To date my phone calls have never been returned being told she was off , with a customer or on lunch and I have received one email response .I feel that the above shows a total lack of professionalism and courtesy and I am still awaiting a repayment of £989.

Mini cooper classic bought using PCP on 21 May 2026. Juddering occurred driving car about an hour into journey, then stopped. Car used for two short trips and then 28/05/26 a longer trip juddering again. Contacted Lucy and advised to take it to nearest dealership for investigation.I have already informed Lucy that the car needs a new steering rack. I believe under the 2015 Consumer Rights act I can ask for a replacement as this car was faulty from day one. That is what I have contacted BMW and Mini Financial to request.

end of Feb bought used Mini James Berry salesman. Hand over 1st issue told service was due 19,000 or 2 years as dont do much mileage. a couple of weeks later the service light came on. returned to the dealership, the only way he could deal with this would be to pay out of his own pocket. husband been driving and on the motorway the car was all over the road, realized the front tyres were bald. Alex on reception on bank holiday spoke and Alex took some photo's. He would pass the info over to the salesman and the sales manager. Cust went on the gov website on Monday and checked her MOT and passed with no advisories. Mot failed Sept for tyres on the front and the rear. Alex was aware of the MOT record. No one has called the customer to date and she is not happy at all with the service she has received. Cust is having to drive with 3 bald tyres and would like a call asap.

Hi there and hope your are well. I have been in contact with you since the 27th March to get an RAC warranty refund. Lucy Flemming has been helping, but 6 weeks has passed and in an still waiting to receive the funds back in my account. The money has been received back to you already, but you have not yet transferred the money back to me. Can you confirm when I am going to receive the funds and the timescale that this should take?

I am writing to formally raise a complaint regarding my recent service and MOT for my MINI.Having reviewed the inspection report, payment confirmations, and subsequent invoice, I have significant concerns regarding lack of transparency, inconsistent pricing, and work carried out without clear authorisation.I have attached supporting screenshots of the inspection report, authorised work, and payment plans.1. Authorised Work and Initial PaymentI was provided with a digital inspection report and asked to approve the required work. Based on this, I authorised work totalling £652.65 via Bumper, split into three instalments of £217.55.This total clearly reflected the agreed scope of work at that stage and included:• Alloy wheel replacement (£384.25, listed under “Other Items”)• Additional items such as tyres and wipersThe inspection report shows that:• The brake pads (£159.20) were crossed out / not selected• Other items, including tyres and the alloy wheel (£384.25), were selectable and subsequently approvedBased on this, I approved and paid for the agreed work only.2. Brake Pads – Work Not AuthorisedWhen I attended to collect my vehicle, I was unexpectedly asked to pay a further ~£360, which I was advised included brake pad replacement and the MOT.This was not communicated to me in advance and had not been authorised.When I challenged this amount:• I was informed that the £159.20 shown on the inspection report was “parts only” and that I “should not have seen” this figure• The outstanding balance was subsequently reduced to approximately £190This raises further concern, as:• The brake pads were not selected or approved on the inspection report• No final price was presented to me for approval prior to the work being carried out• The amount requested changed significantly without a clear explanationTo be clear, this work was not explicitly authorised by me at the final price prior to completion.3. Alloy Wheel – Misleading ClassificationThe alloy wheel (£384.25) was marked as “red” (urgent) on the inspection report, which I reasonably relied upon when approving the work.However, I was later advised that:• The wheel was not immediately available• The issue was not urgent and only advisory• The vehicle would not fail its MOTThis contradicts the original classification and influenced my decision to approve the work.4. Collection Experience and Additional ChargesI attended the dealership expecting to:• Collect my vehicle• Receive a refund for the alloy wheelInstead:• I was asked to make an additional unexpected payment (initially ~£360, later reduced to ~£190)• I was informed the alloy refund would be processed separatelyThis was not communicated in advance and created an avoidable issue at the point of collection.5. Invoice and Lack of ClarityI have since been provided with an invoice which includes brake work totalling £195.72 (including VAT).However:• This figure was not presented to me for approval prior to the work being carried out• It differs from both the original inspection report figure (£159.20) and the amount initially requested at collection• It does not clearly reconcile with the £190 I was ultimately asked to payAdditionally, it remains unclear how much of the additional charge relates to:• Brake pads• MOT• Labour vs partsAs such, the invoice represents a retrospective breakdown, rather than evidence of clear and agreed pricing in advance.6. VAT and Pricing TransparencyFollowing collection, I was informed that VAT had not been included in earlier pricing and had now been applied. This resulted in my expected refund being reduced after I had already agreed to and paid based on the original figures. At no stage was it made clear that the pricing I was presented with excluded VAT. From a customer perspective, I would expect all pricing to be clearly stated and inclusive.7. Bumper Payment Plan DiscrepanciesThe original Bumper payment plan clearly reflects the authorised amount of £652.65.However:• This plan did not include brake pad work• Additional charges were introduced only at the point of collection• A revised payment arrangement (approximately £322 total) has since been created which differs from what it should be on the refund of the alloy wheel I disputed this but was told the VAT has now been added so it has changed. This should have been upon refund of the alloy wheel £268.40 - £217.55 already paid leaving outstanding amount £50.85.As a result, I have entered into a financial arrangement based on figures that were not clearly or consistently presented.8. Communication and Follow-UpDuring my follow-up call on Wednesday with Samantha, I did not feel my concerns were handled appropriately.• My queries regarding pricing and authorisation were not clearly addressed• The tone of the conversation was dismissive• I was advised that I “should not have seen” certain pricing, rather than being provided with a clear explanation• I was directed to raise the issue with Bumper, despite this relating to work and pricing determined by the dealershipDuring this call, I also requested a full itemised breakdown of the charges. This has not yet been provided. Additionally, the inspection report has since been removed, which is concerning given the discrepancies outlined above.Consumer ExpectationsUnder the Consumer Rights Act 2015, services should be carried out with reasonable care and skill, and pricing should be clear and agreed in advance.Resolution RequestedTo resolve this matter, I would appreciate:1. A full itemised invoice clearly showing all costs (parts, labour, MOT and VAT)2. A clear written explanation of how all charges have been calculated3. A review and refund of the brake pad charge, given the lack of clear authorisation4. A refund of the amount incurred due to pricing discrepancies and retrospective VAT adjustmentsWhile the financial amount is relatively small, this is a matter of principle. I should not be financially impacted due to unclear pricing, inconsistent information, or work carried out without proper authorisation and the reason given that you have been under resourced and people are in training. I would have been happy to support should this have been handled professionally with clear explanation and collaborative solution.I would appreciate your response within 14 days so this can be resolved promptly.I have attached:• Original Inspection report clearly detailing the red urgent work required, also the unavailability to select brake pads and the pricing crossed out,• my original bumper payment• total payment paid and authorised• the invoice received after paying further for brake pads upon arrival and• the new adjusted payments to show the VAT retrospectively added after the refund of the alloy wheel.Many thanks,Katy Lambert07375 485174

Visited Crewe Mini yesterday and had a mixed experience. Initially dealt with Matt who communicated about our purchase in a timely manner and was knowledgable about the car on our visit and gave his opinion which we really valued. I always find it frustrating that anything regarding negotiations has to go through somebody else even down to providing half a tank of fuel. Feels like very little autonomy. Rather than keep going through a third person I asked to speak to the manager and was put through to Arron. I would describe Aaron as unhelpful and his approach led to a lost sale. I understand that a 4 year old car will have general wear and tear but my 8 year old car has less. He said flippantly " If you dont want wear and tear we sell new cars!" delightful response bordering on arrogant. Wasnt interested in a resolution......

I am writing to express my frustration regarding my MOT appointment that was booked through the online system on 25th March 2026. I received confirmation of the booking and a link to check in.I checked in online and dropped the key at the online check in at the dealer Lookers Crewe mini today at approx 8.20am. I received a phone call at 11.30 to say the MOT couldn’t be carried out due to an issue with your online booking system.I understand that technical problems can happen, but it is disappointing that the fault in your system resulted in a wasted journey and a MOT that now still needs completing. As this was booked almost 4 weeks in advance it would have been helpful to receive advance notice rather than finding out after the car was dropped off.Could you please clarify how this happened and what steps you are taking to prevent this in the future.I have had to rebook at their earliest appointment which is 29th April, which is very close to the MOT expiry on 4th May.

**PLEASE REPLY BY EMAIL ONLY AS UNAVAILABLE TO TAKE CALLS AT WORK**I put a £250 deposit down and unfortunately the car was not suitable. On 24th March I was informed my deposit would be refunded but after NUMEROUS calls and emails via your reception desk and emails to Matt Lubbe I have still not received this? The last time I emailed Matt was Wed 8th April and yet again had no reply!! I feel this is an unacceptable time to wait for £250 which is a lot of money in the current climate and need this money back asap!Please could someonea) have the courtesy to reply to my emails and callsb) let me know when I will have my money backc) arrange for this refund to be done as a matter of urgency!!

I agreed a purchase of a car via motorbility with Alex Fitton. I have 2 videos and email transcripts all confirming that the vehicle was immediately available to me. Alex confirmed what data he would need and I said that I was happy to proceed and then I was effectively ghosted and the car was sold to another party the next day.

Having taking my car into a local garage as I worried by a noise my car was making I was told I had a frozen calliper.Since purchasing my car (I have only ever purchased minis), I have purchased the mini extended warranty. I therefore before repair work commenced called the warranty people and they checked to confirm the fault was covered under my policy however work had to be completed by an authorised mini repairer. I therefore called Lookers Crewe BMW mini, informing them I had the fault for repair and I would also like them to do a service plus MOT at the same time. My car was booked in for the 2nd MarchHaving got my mini home, I called the AA to see if my car was safe to drive. The fault was confirmed.On 2nd March I drove my car slowly to the garage and explained to the lady at the desk whilst handing over my keys that the car was to have a fault repair, Service and MOT. I advised that I had a warranty which she checked and confirmed that I had an excess of £250 to pay.When I picked my car up on the Wednesday, I was presented with a large bill over a £1200 which I queried. The lady advised that they had failed to take into account the warranty cover I had and she would have to take it up with the mechanics and service department. Unfortunately, I had an emergency at home which I had to attend to so we agreed that I should pay and they would look in to it.I waited and I waited. I made a call and was advised the relevant person was now on annual leave. They would call me back. NothingI made and have evidence of 7 calls I made trying to obtain my refund. It was suggested the repair was not covered which I had previously had confirmed it was. I was promised call backs and updates which did not occur. I decided to escalate to the Service Manager Matt. He advised he would go to the site and update me. NothingOn the 16th March I spoke to Matt and advised of my disappointment. I was told again I would be put on his list to do (why wasn’t I already on his list?). NothingI called three times on the 23/3/26 to speak to Matt to find out why there was no follow up. I was again asked for my car registration number not hard as AP11 DOG. I mentioned after all the stress and time this was taking maybe a free service was in order and I would like to see the breakdown of what was covered by my warranty.A young lady called me to advised I was owed over £500 and I could have it as a pre service payment and MOT payment next year. I advised her that I wanted to see a breakdown of what was covered under the warranty first as I didn’t want to be out of pocket and again. Considering all the time and stress this was causing me I would of thought a free service would be a goodwill gesture as it was the garages error that the payment was taken, as it had been agreed I had been charged for repairs covered by the warranty that mini had sold me!!! She advised she would discuss with MattAnother week passed and once again I called Matt, only to be advised that he thought it had all been sorted?? I advised again I wanted to have a breakdown of my warranty claim fees and what he was offering me in writing so I could make an informed choice, as well as decided whether to renew my mini extending warranty policy as at present it seemed pointless if I can’t use it.I have waited a further day and nothing. I am writing to yourselves to make it an official compliant and have this matter resolved immediately.I require a written breakdown of what went wrong by the garage, why was the warranty discussed before works carried out not recorded and actioned, why calls and actions were repeatedly not followed up or honoured -(was it because I’m a woman and it was hoped I’d go away as you had my money??) a breakdown of the warranty repair and what was covered, a full refund of monies owed to me immediately and a free service as compensation for the stress and time this has taken.