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.

The coldest reception Iv ever receive entering a shop

Good communication

Could not get car due to finance company communications very poor ,very helpful staff

I booked my Kia Niro over the Internet to look at the parking sensors on Friday April 3rd. When I realised this was Good Friday I had my doubts but I had a number of reminders via email so thought it was fine. On arriving on the 3rd the Service Dept was closed so I spoke to two members of the sales team who were present. They showed little concern or interest in the situation and were reluctant to even take my name and mobile number.I expected to get a call from the Service Dept on Monday and I had to ring Kia. Mark Axon investigated the situation and admitted it was a fault of the booking system and was offered the 16th as a new date. I thought this was only the next week but realised this was May over 5 weeks away. This was both disappointing and insulting and so I asked for the General Manager of Lookers. I was given Mark Taylor’s name who would give me a ring, which didn’t happen and so I have had to resort to the Complaints procedure.

You didn't respond to our online query, we called twice and got no response, we called again and booked a test drive which you later cancelled.

purchased 09.04.26 no immediate warning when left the dealership. in the 1st week warning light for the tyres and the system. Cust wants to reject due to this fault The cambelt was going to need changed soon and a reduction was given for this. Ticking and rattling noise coming from the car.cust is not wanting a repair carried out and would most definitely want ti reject the vehicle.

I once enquired about a used Kia. You are now repeatedly sending texts about a kia electric car. I never gave you permission to put me on a database to harass me. And to make matters even worse you ignore the text stop action and charge me for it twice. This kind of customer service is getting to be as bad at Lookers BMW in Crewe