Silly valuation of my car

Dear Sir/Madam,Subject: Formal Complaint Regarding Misrepresentation and Deceptive Sale of Dealership-Specific Warranty for Dacia Jogger Purchased in July 2025 – Request for Immediate RectificationDacia Jogger VX22JBE / Agreement Number LOOK1179552I am writing to formally complain about the circumstances surrounding my purchase of a used approved Dacia Jogger (registration VX22 JBE) from your dealership on 17th July 2025. Specifically, the sale of a 48 month maintenance and repair warranty that was presented as a standard Dacia protection plan but has now been revealed by Dacia to, in fact, be a separate policy restricted solely to Lookers-Stockport. I believe this constitutes deceptive practice, as key information was intentionally omitted during the sales process, leading to an unreasonable and impossible arrangement that undermines and functionally removes the value and purpose of the warranty. I am writing to demand that this be rectified without delay.Background information:On 17th July 2025, I purchased the vehicle from Dacia-Renault Stockport. Gary Smith, the senior sales executive who handled the enquiry and sale in it's entirety, was fully aware that I reside in Bristol and would be travelling to collect the car from there, as this was discussed during our interactions. For example when we discussed on the phone the collection date, Gary asked how I wanted to do it given that I was in Bristol, and I explained that I was happy to get the train to Stockport, work remotely, then collect it around 4-5pm. During the enquiry and discussions which took place by phone and by email, I explicitly expressed my interest in a warranty to ensure comprehensive coverage for any future repairs, and I was sold a 4-year plan commencing from the date of purchase. I was clear to Gary that the main specification I wanted from a family car was the reliability and peace of mind of having a warranty. I explained this in detail on the phone and was clear that this was my primary criteria for buying the car. This led us to discussing the warranty a number of times, as I wanted as long a term as possible. At no point during these discussions was I informed that this was a "dealership-specific warranty plan," meaning it is only valid for services and repairs at your Stockport garage, which is 183 miles from my home—a journey of around 4 hours each way. Emails between myself and Gary on July 12th 2025 talk about the Warranty, and no indication is given that I will need to drive 183 miles every time the car needs seeing.Last month I logged on to MyDacia to look at my service schedule, and upon looking at the dashboard noticed that all of the Warranties and Breakdown policies were shown as ended. I wrote to Dacia to ask for my documents to be uploaded, which was when I was informed the first time that the policy was not what was sold to me. A Dacia Customer Support Manager informed me that "After raising this with my admin team, they have advised that this is a dealer‑specific warranty package, as it is not one of our products." This was when I was first informed that I did not have a Dacia Warranty.The paperwork was only presented to me upon arrival for collection of the car, once I had already got the train from Bristol to Stockport, and I signed it under the assumption that the warranty provided the standard, nationwide protection typically associated with such plans from a manufacturer-affiliated dealership like yours. I was not given the opportunity to review the terms and conditions in advance, nor was the restrictive nature of the warranty communicated verbally or in writing at any point. Had I known that the warranty was geographically limited to your single location, I would not have proceeded with the purchase, as it renders the coverage functionally useless for routine or urgent repairs. The small print, which I did not have adequate time or forewarning to scrutinise, does not excuse the salesman's failure to disclose this critical limitation—especially given my disclosed location. This omission feels deliberate and misleading, designed to secure the sale without full transparency.This situation is not only deceptive but also profoundly unreasonable and impractical. If a minor fault develops, I would be forced to drive 183 miles to have it assessed, during which time the issue could deteriorate significantly, potentially leading to complete breakdown, safety risks, or voiding of the warranty due to worsened damage. Such a requirement defies common sense and consumer expectations for a warranty sold by a reputable dealership. It places an undue burden on me as the customer and shows a lack of good faith in the sales process. Under consumer protection laws, including the Consumer Rights Act 2015, sellers are obligated to provide clear, accurate information about products and services to avoid misleading consumers. I firmly believe your dealership failed to meet these standards.To resolve this matter satisfactorily and avoid escalation to external bodies such as the Motor Ombudsman, Trading Standards, or small claims court, I require the following actions within 14 days of receipt of this letter:1. Convert the warranty to a nationwide plan that is valid at any authorised Dacia-Renault service center, at no additional cost to me, thus restoring the oral agreement of the warranty originally made when purchasing the car2. If conversion is not possible, provide a full refund of the £12,593.00 I paid for the car and warranty, and take the car back from me3. Confirm in writing that these changes have been implemented, along with an apology for the misrepresentationPlease respond in writing to the address above, confirming receipt and outlining your proposed resolution. If I do not receive a satisfactory response within the specified timeframe, I will have no choice but to explore formal action to protect my rights.I look forward to your prompt attention to this serious issue.Yours sincerely,Michael Osborne

Friendly and knowledgeable staff and Abid did a useful video of the Sandero

I received the information I needed.

Didn't get back to me after promising to call me next day.

Good evening JoshMay I start by saying how truly disappointed I am that I have heard nothing further from you since you sending me the link for the payment plan that I had to take out because you hadn't added (checked the new agreement) the £99 plan that was discussed at the time of us first saying we were interested in purchasing the new Dacia Sandero which we now have.You said that we were to take out the plan then you were going to refund the difference to us as it was an error on your part.I am now wanting to escalate this as I feel that we have given you more than ample opportunity to make this right but now do not respond to my emails.It was a massive error on your part & it is totally unacceptable that we should have paid £99 but have now had to pay £359.64.This was the 3rd brand new car we had bought from Lookers Dacia but think it will be our last sadly as we feel our trust has been broken and that once everything is signed over & you have the sale that you are no longer interested.This is very upsetting on my part but after having to pay a £1000 deposit at the time as the trade in on our prior car was so low and then having to pay an extra £260.64 is totally unacceptable & not really fair to us.Please can you reply asap & I would like to see your response to my complaint.RegardsVicky ShackletonOn Tuesday, November 25, 2025 at 08:03:09 PM GMT, Vicky Shackletonwrote:Good evening JoshJust a quick message as I don't seem to have received any monies from you as agreed with yourself and your supervisor/manager.I attached the offer I had gone with back in October.Kind RegardsVicky Shackleton

STAFF WERE FINECAR I TEST DROVE WAS HORRIBLE

Good EveningFurther to my call today and as discussed I wanted to put forward my dissatisfaction with my recent experience with Lookers Dacia Stockport.Firstly I have been a loyal customer for the last 8 years. I have bought two Dacia vehicles both with finance through the Stockport branch. All my services and MOT etc have been carried out by Dacia/Stockport.My current finance is due to end on 27th February. I called into the Dacia Stockport branch on 24th November to discuss my options.Following my initial discussions and quotes I arranged to re-visit the branch and arranged a test drive after the salesman holidays on 7th December.Unfortunately, as I arrived on 7th it was evident that the salesman had forgotten I was booked in and didn’t have the Dacia Duster (manual version) available for a test drive. But preceded to attempt to sell an automatic and go for a drive in that one. After which we discussed some potential deals. Whilst the discussions and service being provided wasnt great and there was clearly a lack of knowledge and experience. I proceeded to continue with a deal.Unfortunately, this was declined for reasons unknown, despite me having not missed a payment for this or anything else and having a good credit score. I was then told to speak directly to the finance company, which I attempted several times to be told I needed to go back to the dealership. So, after a lot of back and forth I was then told the dealership could put through an appeal.However, I was advised by the salesman on 15th December that the appeal had not been overturned and I needed to go to the finance company or look to proceed with a bank loan.I raised this directly with the finance company again on 15th December to be then told on 28th December that an appeal was not submitted but they had now done that directly on behalf of the dealership and advised the branch of this.Following the above I received a request directly from the finance company for me to grant them access my bank account which I am very uncomfortable to grant, the email did say I could speak to the dealership to discuss other documents that could be provided.Between 28th Dec and 8th January I attempted to call the dealership to discuss the above approximately 8 times and requested call backs with either a senior salesman or manager each with no avail. During these attempts I found out that the initial salesman had since left the firm.Unfortunately, after these attempt I finally got through to the finance manager who wasn’t apologetic and rather dismissive. During the call he confirmed that he “just” received a notification of the appeal and that either I needed to grant access to my bank account or provide statements. I advised him that I would be willing to provide payslips but I didn’t see the need for access to my bank or bank statements and unfortunately I am no further along and haven’t been able to resolve this with either the dealership or the finance company.In addition I booked my car in for a service and mot 30th December for 9th Jan. During the call I was told that the service was still under my service plan so on the day I would just need to pay for MOT. The service team confirmed this on 30th and again on 7th Jan. However, when I dropped my car in on 9th, I was told that the service and MOT would be expected and had 2 service options with rough figures £260 or £420. (Apologies I cant remember the actual quotes) as I was rather disappointed in that I refused the service and just got the MOT.I am currently stuck and have lost faith in the Stockport branch and finance company after 8 years loyal service this is extremely disappointing.Kind RegardsDamien Paschalis

Gary was an absolute star although I never purchased a car in the end he did his absolute best to help where possible when the time is right for a new car I will be back for sure.

Don't sell cars from there sat there 25 mins salesman on phone walking around laughing and joking. My time is important make a appointment for a good reason. Went elsewhere got what I wanted 3no Dacia bigger.