Very easy to talk to with no pressure

Subject: Formal Complaint – Recurring Fault and Request for Replacement VehicleDear Lookers South Shields Dealership Manager,I am writing to formally raise a concern regarding a recurring fault with the vehicle I purchased from your South Shields dealership on 29th July 2025, registration number KR68 HPN.Within a month of purchase, the vehicle displayed an engine warning light on the dashboard. It was first inspected on 14th October, but I was informed that the technician was unable to diagnose the fault. The vehicle was then rechecked on 21st October and kept for nearly a week, during which I was advised that the issue was related to the injectors, which were repaired under warranty.However, less than a week after collecting the vehicle—and having driven only around 100 miles—the same engine warning light reappeared today, along with an additional warning indicating an issue with the exhaust system. During this incident, I observed heavy smoke, reduced engine performance, and a noticeable smell inside the cabin. Fortunately, this occurred close to home, allowing me to return the vehicle safely. I informed Lookers South Shields about the issue today at approximately 5:15 PM. Following their advice, I contacted the RAC for assistance. The RAC technician arrived around 7:15 PM and, after conducting an inspection, confirmed that three out of four injectors are malfunctioning. He advised that the vehicle is not safe to drive and should not be taken to the Lookers garage in its current condition. As a result, the technician will return tomorrow to arrange for the vehicle to be transported to Lookers South Shields. He also noted that the fault may have been pre-existing.This recurrence suggests that the original fault was may be either not fully resolved or may have been present at the time of sale. I also requested a full diagnostic report following the initial repair, which I have yet to receive.Given these circumstances, I do not feel safe, reliable or confident driving this vehicle, particularly with children or on longer journeys.As the vehicle remains within the six-month dealership warranty, and this is the second occurrence of the same fault along with more issues, I am exercising my rights under the Consumer Rights Act 2015. I am formally requesting a replacement vehicle or an appropriate resolution that reflects the seriousness and inconvenience of this ongoing issue.Please confirm the following:- When the vehicle will be inspected again- A car essential for my daily commute therefore a courtesy car is required during this period- The process and timeline for arranging a replacementI would appreciate a prompt and satisfactory written response to this matter.Thank you for your attention. I look forward to hearing from you soon.Kind regards,TariqMD Tariqujjaman1 Julian St, NE33 2EPMob: 07453 266798

Nothing wrong with the salesman. I just felt like not enough was explored to get me to buy a car. Mine was undervalued which I understand where car sales are concerned, but that felt like it negatively impacted the deal too much. No alternatives explored either.

Good Morning,Please find attached a letter from Myself and my husband Joshua Wallace.We look forward to hearing from you.Jenny and Josh Wallace

I was very impressed with all correspondence, communication and the whole process. I have left a review on Google.Regards,Fred.

Hi so I went in on Thursday applied for a car I was told it was took of sale as I was sorting my finance out and next day he sold the car to someone else

Good Afternoon,I would just like to make you aware of the poor after care and actual lack of transparency I felt when purchasing this car. I bought this car on finance from the South Shields Hub approximately 2months ago in August, I was told the car was MOT in July with no faults or advisories. The warning light for the break system appeared on the car this week to which I called the service department to book in for a diagnostic as found this strange as nothing was flagged on the MOT. I was also told by the sales person if I had problems with the car I could bring the vehicle back to Lookers for an assessment. The gentleman I spoke with at the service department was frankly rude telling me I need to take the car to a Mini Cooper garage as you potentially couldn’t fix the problem and was no more helpful in booking the car in.I have since had it seen at an RAC garage as per my warranty agreement and have been told both break pad and discs need replacing along with the sensor including the fact one side is completely ‘shot’ in their words.I find it hard to believe there were no signs of wear and tear before the car was purchased and more annoyed at the lack of help following this, I believe the honesty and aftercare needs to be improved as I am now going to be out of pocket by £440 to repair a problem that should of been fixed before selling the car.Kind RegardsChantelle Gray

I hope you’re well.I appreciate we have not spoken before but unfortunately at this point I’m not sure what else to do. I am reaching out in regards to a long standing complaint. Sam, I was passed your details by a member of the lookers team, if you aren’t the correct person to deal with this can you please pass this over to the correct team. I’ve also ccd in the complaints team as I figured maybe they can also escalate this to someone who will finally fix this situation.I am writing to formally express my continued dissatisfaction with the condition and handling of the Audi A4 I purchased, and to document the timeline and unresolved issues for clarity, accountability and to find a resolution.Initial Complaint – Beginning of March.Upon collection, I raised serious concerns regarding:- Multiple dents and poor paintwork repairs, including overspray and damage to the bumper and grill, all of which were hidden ahead of collection. I can evidence this if need be.- Valeting issues: Wet carpets, chemical smells (the interior was soaked with chemical) , and grime throughout the cabin, it was in a very poor state.-black ink like residue which had been sprayed all over the rear boot. This ended up ruining multiple personal items. I tried to do what I could with it but In the end actually just settled at buying a rubber boot mat.-suspension knocking and steering wheel vibration.- Undisclosed faults: Infotainment (MMI) issues, damaged seat, broken speaker trims, knocking suspension, alignment problems, and missing parcel shelf, coolant leaks and other issues.1. Poorly repaired wheels, I was told they’d be done professionally, confident I could have done a better job and the paint already looks poor.- A stressful collection experience due to delays and poor communication.- Request for the PDI / car inspection report, which was never provided after multiple requests.Follow-Up and Promises – June to July 2025- 19 June: I provided my driving license and NI number and asked for confirmation that all issues would be addressed.- 23 June: it was confirmed the car would be:• Fully valeted• Dents and paintwork repaired• Wheels repaired and realigned• EMI unit, gearbox, suspension, and interior lights inspected and repaired.- 25–26 June: I raised further concerns about worsening knocking noises, speaker trims, and seat repair. It was confirmed these would be looked into.- 11 July: I requested an update on what had been completed.it was mentioned bottom arms were on order.- 17 July: requested my phone number for contact.Garage Visit TimelineSince purchasing the vehicle, it has been returned to garages five separate times over a six-month period, resulting in nearly two months without the car.Despite the extended time the car was with Lookers, from late June until early August. not all issues were repaired. This has been a major reason why I’ve been hesitant to invest even more time, effort & stress into chasing further fixes.Current Status – October 2025Despite the time elapsed, the following issues remain unresolved or have worsened:- Dents on the bodywork were never repaired.- The MMI unit control was broken when the car was returned and now intermittently fails completely. I spoke to someone who promised to investigate this but never followed up.- When I visited Audi directly, I was told the entire infotainment system needed replacing. This clearly wasn’t done. presumably to save costs and has now led to further complications.- The rear wiper jet has broken, previously repaired by yourselves before collection. Unfortunately it appears it wasn’t done to a decent standard.- The grill and bumper both damaged when the car was returned to me, I made staff aware of this and I’m happy to evidence, it really isn’t acceptable after all of what happened. It looks like it’s been pumped into something. The grill will need replacing and the bumper paint repairing.- The driver side door now rattles, which was not present when I first collected the car however I’ve been told this trim wouldn’t have come off, Maybe just an untimely coincidence.- There is an intermittent rattle/noise in the front speaker when music is playing, I’m wondering if this is anything to do with when the mmi parts where changed.- A vibration/wobble at motorway speeds, especially on bends at 70mph, persists. This has slightly improved since the lower arms were replaced but is still noticeable, It appears this needed further inspection and testing. Considering the time you had the car this really isn’t great.-the handbrake keeps coming up with faults and failing to set, not sure why as it’s completely intermittent.1. on collection the car hand’t been valeted or cleaned. It looked like someone had ran round the car trying to buff out bad scratches. They weren’t experienced or trained properly to do this as they left compound all over the car and burnt through the lacquer on the front arch. Second time the car came back it still wasn’t great. I ended up paying for a professional valet myself.-mmi control unit has had another switch & button broken when returned and now the navigation wheel has completely stopped working in 4/5 occasions over the last month. The gent I was put into contact with promised to investigate and come back to me, he didn’t.- The car has begun to sound very rough on cold starts, which has worsened over the past month, I did ask for this and the gearbox to be looked at but never actually had confirmation of this being investigated. There is now sometimes a slight lumpy idle, not sure if it’s linked. I really can’t afford to be without my car for an extended period of time. Especially when I’m paying monthly.- It was confirmed that seat repair is not possible, despite initial assurances that it could be done very easily, quickly and affordably. I was willing to pay the low prices quoted by yourselves initially.- Some of the issues raised in my original emails were not looked into correctly or addressed as promised.- Some existing issues have worsened and the car continues to develop new problems.-the car is saying a service is due but this was supposedly done prior to collection, normally I’d assume it was mistakenly not rest but with everything else missed in the PDI and general poor standard from lookers I’m not so confident.Personal Impact, Stress, and Loss of ConfidenceThe reason I haven’t been back in touch sooner is due to changing jobs and other personal matters that have taken priority. I simply haven’t had the spare time to deal with this again.The amount of time this situation has taken out of my life has become frankly unacceptable not just dealing with Lookers directly, but also coordinating with multiple garages, being without my car repeatedly,waiting for money to be reimbursed(again not great after the amount I spent on a warranty), and constantly chasing updates. Even putting this email together has taken considerable time and effort to review the entire thread and document everything accurately.I had intended to take the car into an independent garage to have these issues properly inspected before reaching out again, as I’ve completely lost faith in Lookers at this point. Unfortunately, due to travel and being based in London over the past month, I’ve been unable to do so which has caused further delays.Even though we discussed how we could find a resolution for all of these problems, not once has it really been taken into account that I’ve not had my car for the best part of two months in under six months of owning it, the countless hours of having to deal with this including travelling to different garages, the cost incurred and impact this has had on me.Lee has been helpful throughout this situation. However I completely have no trust in lookers or the third parties used to complete work at this point. This is another reason I want to have the car inspected elsewhere. There are multiple other issues which happens through the sales process with the misinterpretation of the vehicle and then the whole ordeal of no one being able to check the banking and so on (Happy to go over on a call, I don’t have time time to go into over that on email and that doesn’t really effect my current situation)I appreciate wanting to speak on the phone is quicker and I’m more than happy to do that but from now on I would like everything documented via email. I have also attached the original email for reference.Request for Immediate ActionThis process has now extended over five months, with minimal resolution and deteriorating vehicle condition. I’ve been more than fair in giving lookers a chance to resolve these issues and although some issues were repaired others were not and taking into account everything it’s completely unacceptable. I’m not someone who likes to complain and the amount of hours I’ve wasted trying to sort this have just become ridiculous.Please treat this matter with urgency, I appreciate you taking the time to read through my email. I would appreciate a quick to avoid further escalation.

I’m not good with things like this but I appreciate all you did I couldn’t of ask any more of the service you gave me, thank you so much .

When we met Dale Nesbitt and asked about a 'trade in' price for our car, he quoted £80, a price we were disappoined with, however we accepted this.On our next visit, Dale was absent ill, so we dealt with John Richardson who was excellent.We have purchased the car we came to look at but have found on closer inspection that we have only been credited with £50 for our 'trade-in'.We feel this is slightly dishonest and leaves a bad taste with your company.