Booked in for a Service & MOT for KIA Niro (service plan in place), confirmed booking online with cost of MOT - email stated if all correct just need to turn up on the day. Dropped car off and confirmed in for service and MOT. Picked car up on completion, 4 new tyres (1 significantly under inflated) and picked car up, confirmed no advisories on the car. No invoice or receipt available as not printed but confirmed would send via email. Confirmed tyres paid for through Bumper. No stamp available for service and has to ask for a signature in the stamp book. Checked the MOT online and was still outstanding but assumed as a Friday may take a few days. called on the Monday and confirmed the MOT was not actually done (it was expired when it went into the service). Turns out it was just an MOT check that was done. Why would I have a full service and no MOT when booking in for both and why say no advisories when I picked it up? This meant I was driving illegally for several days. Luckily I found a garage that could fit me in for an MOT on the Monday. Previous Kia location in Newcastle was much more professional, car was also valeted as part of the service, paper receipts given, stamp in book etc. not provided at Gateshead Office. Still waiting for an email with invoice/receipt but I assume that won't arrive as the MOT was not done and the tyre's were through bumper. Perhaps this is partly due to an issue between the central Lookers booking system and the garage? I can send through booking confirmation showing the MOT was booked in with the service if that would help?

We purchased our Ford Puma NG74 AHA on December 14, 2024, from Lookers Gateshead, new at first registration to Richard Furze, 32 Briarside, DH8 0AS.On the morning of January 22, 2026, the car suffered a fatal fault and suddenly became undrivable on a main road when the gearbox appeared to seize.The RAC were contacted and the mechanic diagnosed that the car could not be driven at all and had to be loaded on to a recovery truck.At this point, we contacted Lookers as the car was still under warranty so judged it would have to be recovered to the dealer where we originally bought it.Lookers Gateshead could not have been less helpful. The receptionist had no empathy for our situation and said the earliest a mechanic could look at our car was March 3 - around six weeks later.We were also told the car could not even be recovered to Lookers that morning as they took 'strictly no recoveries'.When we said we had bought the car from that dealership just 13 months earlier, she said it made no difference and we would have to find another Ford main dealer and she could not help me find one or with anything else.We had to do that from the cab of the recovery truck and spoke to Vertu Ford, Scotswood Road, who were very helpful, took the car that morning and repaired it within a week (the diagnosis of this part failure is subject to a separate complaint 01330842, now with the Motor Ombudsman)Prior to this experience, we had had issues with arranging a Ford recall with Lookers, who were extremely unhelpful when we tried to find a convenient time for the adjustment to be made to fit around our jobs. We received the recall letter in August and did not manage to book the car in until December, after being given times we had already told them were not suitable.This complaint has also been brought to Ford UK's attention as we are sure this service falls way below the service this dealership is obliged to provide to customers.

My car kia sportage was dropped off at their workshops for a recall issue on the morning of the 27\1\26 and was returned the same day with a damaged ignition barrel which can only have happened while in there care but insist that it is nothing to do with them and I will be charged nearly £800 to rectify any damage caused

Thank, Andrew,Vehicle registration EO21 XUK, Dunston Gateshead dealership.Kind regards,MartinSent from my iPhoneOn 2 Feb 2026, at 14:53, Customer Feedbackwrote:Good afternoonThank you for your email.We are sorry to learn that you have experienced difficulties with a Lookers dealership.   Please could you confirm which Lookers dealership this refers to and a vehicle registration number so that we can ensure that it is referred to the relevant team for investigation. RegardsAndrewFrom: chambers martinSent: 02 February 2026 12:20To: Vehicle ComplaintsSubject: Complaint re MOT bookingExternal Sender: Confirm legitimacy before acting.Dear Sir or Madam,When I took my EMAC policy out after purchasing a quality vehicle from you I expected a quality customer experience.When I called to to book my MOT today I was told that I could not wait for my car as I would normally do as you have decided to refurbish your branch but instead I would have the inconvenience of having to arrange my own travel back home then to the branch to pick it up at 17:00.In the event of having to arrange taxis I expect full reimbursement of my costs; had I known you prioritise your refurbishments over customer service I would not have taken the very expensive service policy and I would have gone to the MOT test centre at Swalwell instead which would have been far more convenient for me.Kindly confirm your next steps,Yours faithfully,Dr Martin Chambers

Last month, on the January 4th, I had an appointment for my car’s MOT at Service Centre Ford in Gateshead.When I brought the car in for the MOT, I informed the staff that the tyre pressure sensor was not working and that a warning light was showing on the dashboard.After the car passed the MOT, I was told that checking the tyre pressure sensor would cost £140. I agreed to this and asked them to proceed with the work. I was also informed that this repair was covered under the RAC warranty.However, at present, the warning light has appeared again on my car, showing the message “Tyre sensor not detected.” This has caused me concern, as I am not confident whether the tyre pressure sensor was actually replaced or not. I am unsure what work was carried out, as the same issue has returned.I would appreciate it if you could please clarify whether the sensor was replaced, and advise me on what steps should be taken next to resolve it.I have been doing MOT and annual service for last 2 year in Ford service centre Gateshead. This is the first time I got this experience from you.Thank you

Very good service from chirstopher Very helpful explained everything good thank you look forward to seeing you again

To be fair they phoned me amd I was told I had to go in to speak about my finance and was told my pcp was nearly up. I went in and was told I still had 11 months eft and I was still in there 2 hours while they tried to give me another car

Brad the new car salesman is the greatest salesman we have had the pleasure dealing with bought many cars off him over the years and will continue to do so, true 5 star man

I have a customer who would like to raise a complaint and would like compensation for her time wasted today.Just a little run down the customer is a Motability customer who booked into Kia Newcastle in November for an appointment for today however unfortunately the cusoter has mentioned she was unaware of the dealership moving locations and she has been told she has not been made aware.I can also see that an advisor has booked her into the correct dealership but for a different date which the customer is also not happy about and said she was not made aware of this change. I have raised this with my team leader to find more information incase an email was sent out of the daet change.The customer would like a call back please if possible

Lookers was proactive in contacting me and giving a good quote. However when I followed up that quote with some queries (by both email and phone), I got zero response. We’ve now bought a new vehicle elsewhere.