Sent an email enquiry through auto trader. Got a phone call and never heard from you guys ever again. I was ready to buy too

Please note email below sent on 19/2/26, to the sales team. I was advised on 18/2/26 to email my complaint.I bought this vehicle last year from Lookers Ford. A timing belt was fitted by Lookers as part of the pre-sale preparation. The water pump has recently failed. I raised a complaint in that the pump wasn’t replaced at the same time which is good practice & recommended by on Fords website. I wrote the following email complaint . I haven’t received a response:I write further to our discussion yesterday regarding the recent works required and undertaken to my Ford Focus ST (EN64 VVC).I appreciate that the Servicing Department reduced costs to £660. However, I feel under the circumstances, that this is an expense I should not have incurred.As we discussed, I was disappointed to discover that the recent mechanical failure was due to a water pump failure. I was extremely surprised to discover that when the timing belt was replaced (ahead of the sale of the car as part of sale preparation, which was indeed the deal-breaker for myself) that the water pump wasn’t replaced at the same time. Guidance from Ford states that ‘because the water pump is driven by the timing belt, and both parts have similar lifespans, it usually makes sense to replace them at the same time’.From my 35+ years of driving experience, I have replaced timing belts on several cars. On every occasion, it has always been advised to replace the water pump at the same time. This is why I am astonished that this wasn’t done during the pre-sale preparation when it was deemed appropriate to replace the timing belt.One of the reasons I chose to buy my car from Lookers, was due to the re-assurance that the appropriate preparations would be made.I have covered just under 5,000 miles since purchasing the car less than a year ago.I think it would also be appropriate to mention the inconvenience initially caused when I first bought the car, due to the engine bay being steam cleaned, which resulted in a mechanical failure. This had a knock-on effect of making me late for a concert I was attending on that night. Similarly, the recent mechanical failure nearly caused me to miss a flight to Portugal on the 7th February 2026 and certainly played on my mind during the entire trip.On a positive note, I would say that I have generally had a good experience, and apart from the initial inconvenience caused at purchase have been happy with the level of service received from Lookers. This recent experience has obviously changed my opinion.I shall look forward to your response,

To the Customer Service and Complaint Resolution Team,Please accept this email as formal notice that I am exercising my right of cancellation as a consumer within the 14-day cancellation period, in accordance with Condition 6 of your terms.I hereby give notice that I cancel my contract for the supply of the following service:• Service: RAC Maintenance and Repair Plus (Platinum Plus) 36-Month Warranty• Agreement Number: LOOK1205342• Vehicle: Ford Puma ST-Line X (EN74KZC)• Ordered on: 20/02/2026• Name of consumer: Ian Crossfield• Address of consumer: 47 Poleacre Lane, Woodley, Stockport, SK6 1PH• Date: 02/03/2026I have already contacted the Assurant/RAC administrator directly today to log the cancellation on their end. They confirmed I am within my rights to cancel, but advised that because Lookers set up the product and the associated Bumper finance agreement, Lookers must process the cancellation and refund.Please confirm receipt of this formal notice, arrange for the Bumper finance agreement to be unwound, and advise on the timeline for the refund of my £99.90 initial payment.Yours faithfully,Ian Crossfield

No one returned my call

Already complained two times and no-one has got back to me. Was over charged for the work done.

Never got a response

Dear Lookers Customer Service & Complaint Resolution Team,I am writing to follow up on my complaint, which you acknowledged in your previous email. I was advised that I would be contacted within 14 days to discuss the matter; however, I have not yet received any further communication.As this timeframe has now passed, I would appreciate an update on the status of my complaint and confirmation of when I can expect to hear from you. I would also be grateful if you could confirm that my complaint is still being actively investigated.I look forward to your prompt response.Yours sincerely,Demi Bowling

Zac was professional in his attitude whilst being friendly.

Via the Lookers website, I submitted my details and was contacted very promptly by Brett Turner, along with another member of the sales team. Brett also followed up with an email inviting me to get in touch if I required anything further — which, at the time, seemed reassuring.I subsequently emailed Brett to ask whether it would be possible to view a vehicle at 8:00am on Saturday, as I thought the dealership opens at that time. Strangely — particularly for a sales department — I received no response.As a result, I called directly and spoke to Brett. When I queried whether he had received my email, I was informed there was a “back log” against it. I can only assume this is industry terminology for “we’ll respond if and when we feel like it.”Brett proceeded to book an appointment for me at Sheffield Lookers to purchase a used Ford Puma (EN74 SOJ). I specifically double-checked that 8:00am was acceptable, given it is an early appointment for a dealership, and was assured that this was absolutely fine.I received an email confirmation for 21/2 at 8:00am stating that a “Sales Executive” would contact me to introduce themselves prior to the appointment. Unsurprisingly, this did not happen. The confirmation email advised that if I did not receive this call, I should contact Brett — which I did. As before, no reply.I then drove from Leeds to Sheffield fully intending to purchase the vehicle — quite possibly the most straightforward sale your team could have hoped for. On arrival at 8:00am, however, the dealership was completely closed. It did not open until 9:00am.This raises several obvious questions:How can Lookers be unaware of its own opening hours?How can emails from confirmed customers go unanswered?How can a confirmed appointment be arranged for a time when the premises are closed?Even now, 4 hours after my none appointment, no one has bothered to call.If this reflects the standard of pre-sales communication and organisation, I can only imagine what after-sales support might look like. Fortunately, that is not something I will need to find out.A deeply disappointing experience.

The overall price of the cars on offer was good but the ‘supposed’ company policy of not accepting my own car finance from Lloyds bank was very disappointing. They would only allow me to use their own finance partners because they were making a healthy commission , in my case £2000. It should be customers right to choose how to finance their own car . Also despite saying im not interested the sales person tried to upsell four different products!!!!