Dear Lookers Customer Services,I am writing to formally complain about the handling of a repair issue relating to my Ford Kuga (registration EO21XBC), purchased from Lookers Ford Chelmsford, together with a Maintenance & Repair Plus Platinum Plan (Agreement number: LOOK1116889).The vehicle has suffered a failure of the factory-fitted internal infotainment / multimedia display unit. This component has ceased to perform its normal function and requires replacement. The total cost of repair has been quoted at approximately £1,400.Although the infotainment system is expressly listed as an included component under the Platinum Plan (subject to a £500 cap), I have been advised that only £500 will be contributed, leaving me substantially out of pocket for a repair that is neither optional nor cosmetic and is required to restore the vehicle to full functionality.I am concerned that this situation reflects a failure by Lookers, as the selling dealer, to ensure that the warranty product sold was accurately represented and fit for purpose.Under the Consumer Rights Act 2015, services must be provided with reasonable care and skill, and consumers must not be misled as to the scope or practical value of a product sold. A warranty marketed as “Platinum” cover would reasonably be expected to provide meaningful protection against the failure of major electronic systems such as the infotainment unit, not leave the customer bearing the majority of the cost for a covered failure.Further, at the point of sale I was not made aware that a failure of a core infotainment component could result in such a significant uncovered cost, despite the vehicle being relatively modern and the system being integral to its operation.I therefore request that Lookers:- Reviews this matter as the selling dealer and intervenes with the warranty administrator to seek an improved contribution; or- Considers a goodwill contribution towards the outstanding repair cost, in recognition of the circumstances and the expectations created at sale.If this matter cannot be resolved promptly and reasonably, please confirm this correspondence is being treated as a formal complaint and provide details of your escalation process. I reserve all rights to pursue this matter further should it remain unresolved.I look forward to your written response.Yours faithfully,

The original online advert was misleading as it suggested a retail sale and contract hire with thd retail sale price significantly below list price.Once the sales assistant clarified that, it became apparent that the offer was not as good as initially thought.

I am writing to formally raise a complaint regarding the ongoing delay in the refund of the £250 deposit for the car. I was informed on January 12th by Craig Staniland that the deposit had been processed and would be refunded within the next 3 working days. As per this timeline, the funds should have been in our account by January 15th at the latest. However, as of today, January 20th, the refund has still not been received.I have followed up via email three times and have made two phone calls. While I understand that Craig is doing his best to assist, it seems that your accounts department is hindering progress and has not provided clear or accurate information.This delay is unacceptable, particularly as this refund is for my 86-year-old parents, and the funds are urgently needed. Could you please investigate the matter and confirm the status of the refund? If there are any issues with the bank details, I would appreciate it if you could resolve them immediately.

I would like to thank your service staff for the work they did on my car (EY16YTN) recently. I was informed that the new ALB unit would not be delivered until the following day. However at 3pm I received a call saying everything was completed. They keep me informed throughout he day with various messages and videos. Thank you again.Tony Clay

Quick and friendly response

Cust is looking too cancel his warranty which is now 7 days old. Cust purchased the warranty by mistake as the vehicle is covered by the manufacturers warranty.

I was happy with your service, I had a follow up telephone call, I tried to answer on line but without success.It's too much trouble for an old brain like mine, sorry!Thank youF. Eric Rowland

Great service

I have already made a complaint early December. The manager contacted me to say he will deal with my complaint, nothing has been done. I've since discovered the fluid levels are low on the car i purchased end of November.

Found the most beautiful car getting all the paperwork sorted and i could get the car in two weeks then was told i couldnt get it as DLA had changed toT A was so gutted plus the gearbox had just gone so costing me £2200 to get it fixed so stayed home and cryed all week thanks james xx