I have wrote to you phoned you about complaint ihave also done same with chester e mailed complaint no ans always a promuse from headoffice get back to me nothing

I am writing to make a formal complaint regarding both the vehicle I purchased from your dealership and the way my case has been handled over the past several months.I purchased the vehicle approximately four months ago on a Hire Purchase agreement and paid a £1,250 deposit, in addition to purchasing a two-year warranty and paying a refunable £250 to hold the car . Unfortunately, the vehicle developed a fault within the first 30 days of ownership, which I reported immediately.Since then, the vehicle has remained in your garage for over three months while I have been driving a courtesy vehicle. I appreciate that faults can occur and that repairs sometimes take time. However, my complaint is not only about the vehicle itself but also about the standard of customer service I have received throughout this process.I have found the communication from the dealership to be extremely poor. My emails have often gone unanswered or have taken an unreasonable amount of time to receive a response. More often than not, I have had to chase for updates myself rather than being kept informed. This has left me feeling as though my concerns have been dismissed and that my case has not been treated with the importance it deserves.I also feel that I have repeatedly been given information simply to keep me satisfied rather than being provided with honest and meaningful updates about the progress of the repair. As a customer, this has been incredibly frustrating and has caused me to lose confidence not only in the vehicle but also in the way my concerns have been managed.It was only after I informed the dealership that I wished to formally reject the vehicle that I felt my concerns were finally being acknowledged. I should not have had to reach that stage before my complaint was taken seriously.The experience has caused significant inconvenience and disappointment. I purchased a vehicle expecting reliability and good customer service. Instead, I have spent the majority of my ownership without the vehicle I purchased and have had to continually chase for information and updates.As matters now stand, I have lost all faith in the repair process and no longer have confidence in the vehicle. I have therefore formally requested to reject the vehicle under the Consumer Rights Act 2015.I would appreciate it if Head Office could review how this matter has been handled, investigate the level of customer service I have received, and ensure that my complaint is dealt with promptly and fairly. I also ask that you confirm the next steps regarding my request to reject the vehicle and bring this matter to a satisfactory conclusion.I look forward to receiving your acknowledgement of this complaint and a full written response

Ticket 88837340Created by System on Jun 08, 2026 at 5:57 PM UTCDear Man Koon LamWe are in receipt of your complaint.We are sorry that we have not met your expectations and that you are not happy with our service. By making a complaint, you are giving us the opportunity to investigate and improve our services for you and for everyone. we investigate the issues you have raised, and you will be contacted within 14 days to discuss your complaint.If we are unable to meet this service level agreement, we will contact you again to explain why this is. If following discussions you remain dissatisfied please review the Lookers complaints policy by visiting… https://www.lookers.co.uk/complaints.Please note that if you are acting on behalf of someone else, we will need to be furnished with a valid letter of authority (LOA) or a consent form signed by the individual, which confirms that they give you permission to access any personal data on their behalf.Yours sincerely,Lookers Customer Service & Complaint Resolution Team Lookers Limited Lookers Kia Chester Lookers Kia ChesterDue Date: Jun 11, 2026 at 10:57 AMLocation Name: Lookers Kia ChesterNo follow-up or response to the above complaint made 22 days ago.

We purchased a VW tiguan, picked it up and broke down within 20mins. Gear box sensor issue. I know this is unforseen and just unfortunate. We took it back and was given a courtesy car by Nathan Saunders. Who was very helpful. He said he would get the car fixed. He called up and said he couldn't get it into a garage until the following week.We waited and emailed following Monday for an update from louis devalve our sales person who is extremely unhelpful. He ignored us multiple times. We was then told the car was sent to VW lookers Blackburn. I then called VW Blackburn for an update myself because I was getting nowhere. They told me they didn't have any record of the car nor could they find it which is very concerning.I contacted kia again to who send me proof of transport and managers name to contact called Phillip. He wouldn't speak to me but someone on the phone confirmed the vehicle was there. Still no proof of this.He then told me it would not be seen for another week or 2 at most. This is totally unacceptable as it would be 5 weeks if that's the case. We've only driven the car for 30mins. We're now looking at refusing the car within our rights under the 30 days if not resolved quickly.We have been messed about multiple times and lack of communication. Leaving us to message Nathan (who is helpful) but on Anual leave. Because we get no answers otherwise.We also sold our other vehicle the morning we picked the car up. So now stuck with 0 options becasue we are in a courtesy car of yours. If you could please contact me ASAP in regards to this matter.

I am writing to raise a concern regarding the charges for my vehicle service and MOT carried out at Lookers Chester on 8 June 2026.The booking was made under Booking Number 12923, and the work was subsequently invoiced under Invoice Number 6369834 (Job Number 14056).When I made the booking, I was provided with a quotation of £328 for the service, £49 for the MOT, and £10 for environmental charges, giving a total quoted amount of £387.However, when I collected my vehicle, I was charged £497, which is £110 higher than the quoted amount.I queried the difference with the member of staff at the service desk and was advised that the amount charged reflected Lookers' standard pricing. As I needed to collect my vehicle, I paid the invoice in full. However, I do not believe the difference between the quoted and actual charges was clearly explained.I have been a loyal customer of Lookers and have used Lookers for my vehicle servicing and MOTs for four years. This is the first occasion on which I have experienced a discrepancy between the quoted price and the amount charged.I would therefore appreciate it if this matter could be reviewed and an explanation provided for the pricing difference. I would also respectfully request a refund of the £110 difference between the quoted amount and the amount charged.I look forward to your response and hope this issue can be resolved promptly and amicably.Thank you for your time and assistance.

I bought my kia picanto DB21 CVD from Chester Kia Lookers in March 2025. The touchscreen on my infotainment system is faulty, as my car has only done 13300 miles i wasnt sure if it was covered under warranty or a recall as it is constantly beeping which is very distracting when driving. On Monday 11/05/26 I rang the main Lookers number to check. When I pressed option 5 on the menu it ended the call so i pressed option 2 the service department to speak to someone. I was told I could book it in for an investigation but if it wasn't covered, I'd be liable for a cost of £168 plus repair. I asked if someone could check the if it was covered before I booked it in. The call operator said she would get someone to call me back. As I hadn't heard back, on Thursday 14/05/26, i put a message on the Lookers website detailing the issue. I was contacted the same day by the service department to book the car in for an investigation. I stated the previous conversation and that I needed to know if the cost would be covered or not, as I couldnt afford £168 to give me the cost of a repair/replacement by Lookers. I spoke to Lanie, who was very nice but stated she didnt have any knowledge of warranties, but she would get someone to call me back with the information. As of today 8/06/26 I am still waiting for someone from Lookers to get back to me with the information.

Hi there,Thank you - the details I sent to the Customer Services team are as follows:"I wish to make a formal complaint regarding a service booking made through Kia's online booking system.On Tuesday 26 May 2026, I booked a vehicle service at Lookers Chester using Kia's online booking form, selecting a courtesy car. I subsequently received three confirmation emails confirming the booking.On Saturday 30 May 2026, I travelled approximately 25 minutes to the dealership for my appointment, only to be told that due to a new booking system my service had not actually been booked. I was then informed that the next available appointment is 30 June 2026.I have no issue with waiting until the end of June for the service. My complaint relates to the fact that I received multiple booking confirmations, was given no indication there was a problem, and made a completely unnecessary journey as a result.As a customer, I followed Kia's booking process correctly and had every reason to believe my appointment was valid. It is not my responsibility to check whether Kia's systems are functioning properly.As a result, I have wasted fuel, approximately one hour of my time, and experienced unnecessary inconvenience.Please explain how this occurred and advise what compensation Kia will provide for the fuel costs and inconvenience caused.I look forward to your response."Kind regardsSamantha Flaherty

We were looking to order an EV5 air, on Motability ordered the car all good, on delivery day there was a fault found on the car after a week of not knowing what the problem was we cancelled the car, we had been asked to pay £999.00 as your account’s department will only except one payment on the day of £2000.00 we needed to pay £2999.00. strange. We have asked for the £999.00 to be returned to us but a week later we have not received the refund, this has made our experience with Lookers Chester very poor, and we will not return there ever again and we would warn anyone against using Looker’s for a car.

Dear Service Manager,I am writing to formally complain about the handling of a warranty repair for my Kia Proceed (BV71 KWZ) by Lookers Kia Chester.The vehicle developed a fault which was subsequently diagnosed by your workshop as a failed coil pack on cylinder 3 requiring replacement under warranty.The timeline of events is as follows:6th March 2026 – I first contacted your dealership to report the fault and arrange an appointment.I was initially given an appointment date of 7th April 2026.On 30th March 2026, I received a text message advising that this appointment had been cancelled and rescheduled to 23rd April 2026.On 21st April 2026, I then received a further text message advising that the diagnostic appointment again needed to be moved, this time to 7th May 2026.Following my complaint regarding the repeated delays, the vehicle was eventually booked in for diagnosis on 27th April 2026.Your workshop confirmed the fault as a failed coil pack on cylinder 3 requiring replacement under warranty.However, I was then advised that the earliest available date to complete the repair itself was 29th May 2026.This represented an overall delay of approximately 84 days from my initial report of the issue to the proposed repair date.I consider this level of delay, combined with multiple cancellations and rescheduled appointments, to be entirely unacceptable. At every stage the process was pushed further back, despite the fault affecting the operation and reliability of the vehicle.Ultimately, the delays became so unreasonable that I had no option but to arrange for the repair to be completed elsewhere at my own expense, as I could not continue waiting nearly three months for a straightforward warranty repair to be carried out.I am extremely disappointed with the level of service provided throughout this process. Whilst I appreciate dealerships can experience workload pressures, customers should not be subjected to repeated cancellations and excessive waiting times for warranty work.I would appreciate a response addressing:Why the delays and repeated cancellations occurred.Why a warranty repair of this nature required such an excessive wait time.Thank you for your attention to this matter.Kind regards,Colin Jones

Very slow service considering there was no one else at the dealership at the same time.