I purchased an approved used mini from yourselves in December 2022. I am now trying to sell the vehicle and I am being told that it has a missed service from 2021, as well the fact it needed a service in 2023 (despite the fact I queried this at the time with Joshua Hewett and was told it didn't need one). I am being told by another mini dealership that due to this missed service history the car is worth a lot less. This is unacceptable given the car was an approved used mini and hence that means it should have had full service at a mini dealership upon purchase.

On Friday 21 November, I telephoned my chosen dealership, Lookers Crewe, to request a diagnostic appointment as my car had a knocking from the rear, an appointment was arranged for Friday 28 November.  I received an email confirming the booking. when checking the email on Sunday23 November, I realised, for some unknown reason, the person I spoke to at Lookers, Ruby, had booked me into Stafford! Rather a surprise as I had not telephoned Stafford nor requested Stafford as my preferred location. Due to this I immediately went to an online chat and thankfully, the appointment was moved to Crewe.  The following day, Monday, I received a telephone call regarding the online chat and the Stafford appointment, and this was confirmed as moved to Crewe.   Another email was received, confirming the Crewe appointment, with the location and address, which took me by surprise as being at the Lookers BMW location.  As per the email confirmation, I presented at the BMW location on Fourth Avenue, Weston Road in Crewe on Friday 26th, the Gentleman on service reception, saw my mini key and immediately looked a little embarrassed, explained that there was an issue in the new  system and that the email should have stated the appointment be at the Mini dealership on Gateway, Crewe, rather frustrating!I arrived at the Mini dealership and was a little perturb that I could not be given any information on how long the car would be or when it would be looked at. I left me key and arranged transport to get me home.  On collecting the car, I was told that a part was needed and had to be order and I would receive a phone call to tell me when it was in and a further appointment would be made to replace the part.Today, December 3rd,  I telephoned the dealership service dept to ask if the part has arrived, I was told, by the receptionist, parts go to stores, I'll have to check as I don't get notified. Four hours later I telephoned again and was told how busy she has been and after some time on the phone, I was told, yes, the parts in and asked if I wanted to make an appointment. Rather bizarre, as I wouldn't expect to not have an appointment for fitting. We were apprehensive at using this dealership, as when looking to buy a Mini toward the end of last year, we visited Crewe, spoke with a sales person, left details of what we liked on the forecourt and the spec we required, and to date, we are still waiting for a phone call to give us the information.I would appreciate your feedback.

Buying experience

Courteous, prompt & professional

The member of staff,Matthew, was extremely helpful and pleasant. He organised my test drive for me and on the day and he answered all my questions.

Communication and attentiveness was excellent

This is the 3rd time I’ve bought a Mini from here. The staff are pleasant & polite and very helpful whether you have a query or a problem

Hi Simon, I have received attached letter in the post. Can you take a look please.ThanksDebsDebbie TonksExecutive Assistant to Thomas McAlindon, Commercial Operations Director | Claire Price, Marketing DirectorHead OfficeLookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GUT: 0161 291 0043 M: 07779 901655lookers.co.ukPlease see attachment for complaint

Fantastic service and advice from Samantha from the service department. She made me aware of issues from my MOT and how to resolve them within an hour/half of my car being dropped off. Samantha called myself promptly and advised of how to rectify them issues discovered. Will definitely return for future services.

Given all necessary attention at all times.