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.

I am writing to you about our recent experience of buying a second-hand Mini cooper at Lookers Mini in Crewe.We were looking to purchase a Mini approved vehicle to ensure we received the benefits as stated, which included “meticulous checks carried out by our qualified MINI technicians”. We found the car on the Mini Approved website in July 2025, phoned Lookers in Crewe to ask if the car was still available and we were told yes, we could view it that day.We drove over and after viewing the car, and asking about the Mini approved warranty the salesperson (Chris) told us that the car was not Mini approved after all, because it had one service that was not at a Mini approved garage, but that it was Lookers approved and this was “exactly the same” but did not have a MINI warranty. At this point, we were willing to walk away, because we were buying the car for my commute to work (76 mile round trip, mostly motorway) and we wanted a Mini approved warranty for the security that would give us.Chris then told us that if we wanted to test drive the car, and we liked it, he would give us a free 12 Month RAC warranty, which was better than the Mini Approved warranty – and on inspection of the warranty details, we agreed that it was. So, we gave the car a test drive, and it handled really well, it was a very nice drive. We discussed the pros and cons of not having it Mini Approved and decided that as it was only the RAC warranty that was different, it would be fine. And so, we purchased the car.Having had the car around 2 months, we started on the first long journey we needed to do (at this point we had done less than 900 miles in it). Almost immediately, a drive train notification and error came up, and so, armed with the RAC warranty, we went to Williams Mini in Manchester, much closer to us. We were called back to be told:1. The error code showed the clutch was failing and needed to be replaced.2. The warranty had been misdated to start in July 2026, not July 2025, so they could not claim on it.3. The car had in the past been remapped, which would invalidate the warranty.4. We had to pay £120 for the diagnostic (which should have been included in the warranty had we been able to claim).We went straight back to Lookers Crewe. To be fair to them, they gave us a courtesy car and refunded us the £120, which we thanked them for, plus they corrected the date on the warranty within a matter of days. Then the issues started.We had no intention of purchasing a car with a remap, so Lookers agreed to remove it, however they ‘stress tested’ the clutch and told us there was nothing wrong with it – despite one of their own colleagues emailing us just before this ‘test’ to tell us the clutch needed replacing, a different Mini dealer (Williams) saying the clutch needed replacing and the car error code itself stating the clutch needed replacing. We said we wanted the clutch to be replaced on the warranty, and we were told the RAC warranty did not cover that. We sent them screenshots of the pages of the warranty that did, indeed, say it would cover this because the car was less than 8 years old and had done less than 60,000 miles. We heard nothing for a several weeks.Lookers Crewe would also not admit that they had mis-sold us the car by not telling us about the remap – this remap could have caused the clutch to burn out, could have caused problems with my insurance and would certainly be a reason the car could not be a Mini Approved vehicle. We pointed out to them that, as we had been looking to buy a Mini Approved second-hand car, there was no way we would have purchased a remapped car had it been pointed out to us. In the end we had to quote the Consumer Rights Act 2015 at them whereby they had to either refund, replace or repair the car within 6 months of purchase.In the end, it took us over 10 weeks of phone calls and emails with Aaran Taylor and Matt Whittaker at Lookers Mini Crewe to get the car fixed. The team would not however accept that they had mis-sold the car by not informing us of the remap. In fact, they suggested that they had done us a favour by allowing us to have a courtesy car for 10 weeks, but we pointed out that they were the ones who had taken 10 weeks to agree to replace a clutch on the warranty and then finally to do the repair and return the car to us. They also gave us a new Mini Countryman as the courtesy car, which in the situation we initially found ourselves in, we had to accept. However, this car did not fit on our drive, so we had to pay for visitor parking permits for the car, which came to a total of £33.00. We asked them to refund this, but they refused, offering us a free service instead.We firmly believe we have been mis-sold a car. Firstly, it was wrongly advertised on the Mini Approved website (which Lookers Crewe initially denied, however we have a screenshot of to prove this) which brought us to Lookers Mini Crewe in the first place (we live in Manchester); secondly they did not tell us that the car had a remap nor is it documented in the advert, and whilst they have not admitted this in writing, they have also not denied it. This means that the car we test drove (with the remap) is a very different car to the one we now have (without the remap) albeit a safer car. But the fact remains, it is not the car we test drove.We also have still not been given the completed pre delivery inspection check list that comes with the RAC warranty despite having asked on several occasions.This is the first Mini we have ever bought, and we would suggest that Crewe Lookers are not a great advertisement for the brand. We are looking for a partial refund for this car as it was not sold with full disclosure, all the information states the car would have been given a full inspection which would have found the remap (as Williams did in the short time they looked at the car) and indeed we were lied to about why it was not a Mini Approved car. Our decision to purchase was based on the facts we were given and we could not be expected to know about the remap. Considering the cost of the car, its issues and what is now known to us about its past history we believe that a 10% refund would be fair considering we have bought a car that was not as advertised and that we were lied to by Lookers Crewe. For full disclosure, this letter has also been sent to Mini itself.

Cust paid £250 deposit, however then changed their mind, they would like the refund returned. Paid 20.02 it is now 7 days.

Good Afternoon,Re : Mini Reg – DE73 VTOPurchased : 13/02/26From : Lookers Mini (Crewe)Price : £16,859We purchased the above late afternoon and the Sales Executive at Lookers, advised us that the car had passed the MOT, undertaken earlier that day.At Home, later that day, we checked DVLA and was surprised that there were two advisories on the MOT (see below for your convenience) that had not been disclosed to me, prior to purchase.We contacted Lookers Mini the following day (14/02/26) and over the last week, there has been an email exchange, please see email thread below.Given that it has now been 10-days since the purchase and we don’t have a resolution, nor feel that it’s got the attention it deserves we felt it necessary to escalate to Lookers Customer Services and Complaints Resolution Team, to ensure this doesn’t become protracted.In Summary, we wanted to purchase a vehicle from a reputable dealer, with guarantees to ensure if we had an issue, it would be resolved. We would have expected that any advisories would have been provided to us before we purchased the Vehicle. If it had we would not have purchased the vehicle until they were replaced, by yourselves. As a side, we would expect a car of this value and sold by a reputable dealer, to have tyres that would last a significant time, allowing for driving conditions/habits. This being closer to the next MOT.We have also taken the vehicle to a tyre specialist, who confirmed that there is wear on the edges of both front tyres, with one being worse that the other. And whilst both are not illegal (tread depth) the miss-match in wear, would suggest there is an alignment issue. They also advised that the worst tyre should be replaced very soon and the other tyre within 6-weeks. However, they also said that its best practice to replace both tyres at the same time. Which looking at the Mini Handbook, is also advised. These items concern us, that the whilst the vehicle has a valid MOT, maybe a thorough check of the vehicle was not undertaken. In fact nothing was offered to us (e.g. check sheet) demonstrating that a thorough check was undertaken.As a valued customer, we would take this to be replacement of both front tyres at Lookers Mini cost, asap.We would appreciate if you can confirm receipt of the email, via return email and to bring this to a satisfactory resolution.We would be more than happy to discuss this matter.Kind regards,Diane

Hello I drive 150 miles to put a deposit on a porsche because the car looks nice advertised as full service history then it turns out after I did my own research that it hadn't because the last owner stamped the book himself as doing the maintenance himself which because of the last service from porsche it would of needed s major service i asked if they would do it then i would buy it or at least give me a discount which I was told no so I asked for my deposit back which is fair enough I have received it now the car is still advertised the same price as before without the description of the fsh.i was disappointed that the outcome was like this

Came into speak about a new vehicle 28/01/26Asked about an extended test drive on 29/01/26 - was told you were having a new fleet of mini UK cars so this shouldn’t be an issue - was then told area manager needs to approve - have chased numerous times - last communication was 30/01/2026 - promised a call back within 2 hours when spoke to manager -

cust tried to purchase a car from yourselves but would need it transferred to Worcester as that is where she lives. Crewe have advised that they weren't able to transfer the vehicle even though Worcester said that is possible. The cust would have put deposit but was told that she would have to go to Crewe. Now there is someone going to Crewe to test dive the vehicle with a potential of purchasing the vehicle.

Good MorningI am sorry to have to complete this form for a second time in the space of a few weeks as this seems to be the only way to get a response from you?I have now sent 4 emails,and have left 3 messages through calls and still had no reply!! I was contacted yesterday by Mini to book in an MOT and explained I am waiting to discuss a used car purchase and they kindly chased someone at your garage to call me back and promised I would receive a call yesterday afternoon,but still nothing!10 days ago the manager contacted me after submitting this form and said Matt would call me back that day which he did and took all my details to look in to options for me,but yet again I have heard nothing. I appreciate these things take time and know I’m not the only customer wanting to look at buying a car but even if Matt had emailed me with an update that would have been better than hearing nothing or me having to chase with 2 additional phone calls to ask if he could return my call/emails?My current car was bought from you last March and was impressed by your service and staff then but unfortunately I am losing patience waiting as there is a reason for me to look into options of changing my car and will unfortunately have to look at other dealerships locally if I hear nothing from yourselves very soon.I work in a hospital so it is not always possible for me to answer a call so I would be grateful if you could email me (jleah208@yahoo.com) with any update and preferably ask Matt if he was able to look at my situation and options for changing my car as we had discussed. If I don’t hear anything by tomorrow (Friday 13th Feb) I will sadly be left with having to go to another car dealership in order to change my car.I look forward to hearing from you by email at your soonest opportunity.Jane Leah(Mini Countryman ML69JXA)

Hi I have tried ringing and leaving messages and have even sent direct emails to a specific sales person and main email enquiries to ask for a call/reply regarding a sale over past 2 weeks and had no reply at all! I am starting to consider going to a different dealer to look for another car!