I am writing to formally raise a complaint regarding my experience at Kia Lookers Chester on Sunday 18 January 2026, involving a sales executive named Sebastian Kuczynski.On Sunday 11 January 2026, my husband and I saw a Kia Sportage on the courtyard and I subsequently submitted an enquiry to arrange a viewing and test drive. I received an email and several calls from Sebastian to arrange this. Unfortunately, I was unwell with flu and did not finalise arrangements until I had recovered.On Thursday 15 January 2026 at 3:16pm, Sebastian called me and we arranged a viewing and test drive for Sunday 18 January 2026 at 11:00am for the specific vehicle I had originally enquired about.Upon arrival, we were greeted by a very pleasant member of staff who informed us Sebastian was with another customer and would not be long. We were seated and offered refreshments, which we appreciated.When Sebastian joined us, he explained that the car I had booked the appointment for had already been sold. While I understand that this can happen with used vehicles, I was disappointed that I had not been informed of this prior to attending the showroom. Sebastian then went on to explain how busy he had been and how many emails he had not replied to. I did not understand the relevance of this information, and it did not justify the lack of communication.Sebastian then showed us a similar vehicle and offered a test drive, which we accepted. During the driving licence checks, there appeared to be an issue linking my licence and National Insurance number. I explained that this had never been an issue at other dealerships and that I had recently passed a DBS check for my job without any concerns. Sebastian questioned how this was possible, which I felt was unnecessary and unprofessional. One of his colleagues stepped in and resolved the issue quickly.We thoroughly enjoyed the test drive and were keen to proceed with a potential purchase. However, upon returning to the showroom, the experience deteriorated significantly.While discussing figures and the value of our current car, a family entered the showroom. Sebastian told them he would be with them in 15 minutes, after which I immediately felt pressured to make a significant financial decision within a strict time frame. This pressure continued throughout the discussion.When asked whether I wanted free information regarding additional products, I declined, explaining that I had not had this with previous vehicles. Sebastian responded in a patronising manner, questioning my decision and continuing to pressure me until I felt uncomfortable and agreed simply to avoid tension.Sebastian then repeatedly informed us that the family who had arrived were there to buy the car we were looking at. This was mentioned several times and felt like a deliberate attempt to pressure us into a rushed decision. I do not find this acceptable, particularly when making a major purchase such as a car.When discussing annual mileage for a PCP agreement, Sebastian set this at 6,000 miles per year. I requested a higher mileage as I am starting a new job that requires driving to various locations around Chester. This was dismissed, with Sebastian relying solely on my current vehicle’s mileage rather than listening to my concerns or preferences. I felt ignored and disregarded as a customer.Due to the ongoing pressure, dismissive attitude, and lack of care, my husband and I decided to leave. I left the showroom in tears, feeling distressed and extremely disappointed. This was in stark contrast to the way I observed other customers being treated by different members of staff.We subsequently visited a Hyundai dealership, where we were listened to, not pressured, and treated with respect. We purchased a new car there the same day.As a result of this experience, I will not return to Kia Lookers Chester, nor will any members of my family. I am deeply upset that what should have been an exciting and positive experience left me feeling uncomfortable, pressured, and emotionally distressed.I would appreciate an update regarding this complaint and an explanation as to why I was treated in this manner. I am unsure whether this was due to my age, my gender, being perceived as a time waster, or simply poor conduct on the day. Regardless, the experience was unacceptable and does not reflect the standard of customer care I would expect.I look forward to hearing from you.

Attentive representative whose voiceover regarding our choice of vehicle was clear with regards to all aspects of our chosen vehicle.

Hiwould someone please get back to me on the Status of my Kia EV6.The vehicle was originally booked in on 2nd Jan for recall checks, and to check my dashboard display and the 12v battery. I explained that I had experienced intermittent faults with battery drain and the car not starting, in addition to red horizontal lines appearing across the dashboard.I was told that all recalls were carried out and that the checks had been completed on both the battery and the dashboard. The service receptionist explained that the technician had confirmed that nothing was wrong with the screen and they couldn't replicate the fault, but that the technician had changed the settings to hopefully prevent any future issues.Unfortunately whilst driving home the dashboard went completely blank, I could not see any lights on the dashboard at all. This also meant that I couldn't read my speed. I nervously and very cautiously drove home for the last mile of my journey but did not feel safe in doing so.I eventually got through to the garage on Monday 5th who told me that the next available date that they could look at the vehicle could be seen would be 15th and also confirmed that no courtesy vehicle was available. I explained that I wasn't happy driving the vehicle with no dashboard they confirmed that they were happy to receive the vehicle from the recovery company and that if they could fit it in sooner they would.I organised for the vehicle to be collected from home and deleivered to Lookers Chester which was done on Weds 8th, I have tried to speak to the garage on a number of occasions since but have failed to get through or just been told someone would call me back.Given that the dashboard has failed after works carried out by the garage I had hoped that they would address the issue with some priority.This is without question the worst customer service I have experienced from any car dealership, the lack of communication and distict lack of ownership of the problem is very frustrating.Would you please address the issue and ask someone to call me back on my personal mobile number: 07967602936.Many ThanksAlanAlan BrownbillHead of Finance Shared Services

I am submitting this complaint following my formal rejection of a vehicle purchased from Lookers under the Consumer Rights Act 2015.I purchased a Kia Sportage on 8 December. From the date of purchase, the vehicle has suffered from significant performance issues, particularly when driving uphill, where it struggles to maintain reasonable speed and will not exceed approximately 40 mph. This issue is consistent and materially affects the normal and safe use of the vehicle.I raised these concerns immediately and formally exercised my short-term right to reject the vehicle within 30 days of purchase, as the car is not of satisfactory quality and not fit for purpose. This rejection was made in writing and has been maintained throughout.Although a diagnostic inspection has reportedly shown no fault codes, the Consumer Rights Act 2015 does not require a fault to be logged on a diagnostic system for a vehicle to be rejected. The issue is one of real-world performance and usability. I also test drove identical Kia Sportage models with the same engine specification, which did not exhibit the same level of poor performance.I am not rejecting the vehicle due to personal preference. I am rejecting it because it does not perform as a reasonable person would expect and is not fit for purpose.I am therefore seeking compliance with Lookers’ statutory obligations under the Consumer Rights Act 2015, namely the return of the vehicle and a full refund.

Please find attached document for extended guarantee as discussed with Andrew today. This guarantee is no longer required as the vehicle has been sold. I understand I am entitled to a refund.My bank details as requested areSantander sort code 090134 account no 95840408 in Thame of c weaver.My contact phone no is 07816024385 or preferably I can be contacted on this e mail address.Thank you for your assistance and look forward to hearing from you shortly

The whole team were really helpful in assisting me with my inquiry

I am writing in relation to the serious and recurring fault affecting my Volvo XC40 T5 Recharge (KM70 ABU), purchased from your dealership in November 2024.Following ongoing propulsion system failures and multiple recoveries, the vehicle has now been with Lookers Volvo Stockport since 28 October 2025. The most recent diagnostic investigation has identified a failure of the Inverter Generator Motor (IGM) – the same component that was already replaced by Volvo Chester in January 2021 under warranty for the exact same issue.This is the third workshop visit for this fault since July 2025, and I have now been informed that the IGM must be replaced again at a quoted cost of £4,068.24 including VAT, which is being deemed non-warranty. I strongly dispute this, on the following grounds:• The vehicle was sold to me in November 2024 with a pre-existing defect, now proven to be recurring and unresolved.• The issue has reappeared within 8 months of purchase, and thus falls squarely within the scope of the Consumer Rights Act 2015.• The fault renders the vehicle unsafe, unreliable, and not of satisfactory quality or fit for purpose at the point of sale.Accordingly, I am formally requesting that Lookers Kia Chester, as the selling retailer, take responsibility for this fault and either:1. Cover the full cost of the IGM repair directly, or2. Arrange for the repair to be carried out at no cost to me, in coordination with Volvo UK and Lookers Volvo Stockport.If this matter is not resolved promptly and in writing, I will be escalating my complaint to The Motor Ombudsman and pursuing my statutory rights under the Consumer Rights Act, including seeking a refund or partial settlement for breach of sale terms.Please confirm receipt of this message and advise within 7 calendar days how you intend to proceed.

I am writing to you in relation to being mis sold warranty insurance by car salesman Luke Edwards. In March/April 2025 we purchased a Kia Sportage registration HY69KNS from Lookers Kia in Chester.At the point of purchase I was told that because the vehicle was missing a service from the service record it invalidated the seven year Kia Warranty and if I wanted to have parts and labour covered to the equivalent standard then I would have to take out the RAC Insurance which is financed through Bumper. I was sent images and detail of the insurance to my email address which clarified that parts land labour was covered as well as a courtesy car for upto 7 days should our vehicle need repairing. I did not want to drive the vehicle away without a warranty after purchase so taking this all into account, we took out the Insurance.On Friday 12th December I took the vehicle to our local Kia Garage due a noise it was making. The fault was diagnosed as the water pump needed replacing. I was told the car was too dangerous to drive as the pump could go at any point and as such, they needed to keep the vehicle over the weekend for the part to arrive on Monday when they will then replace it. I was also told that this would all be done under Kia Warranty.This surprised me especially as I have now become aware that not having a full-service record does not mean the Kia Warranty is invalid.Knowing that the Insurance I took out came with a courtesy car I spoke to my local Kia garage who did not know about this scheme so understandably they redirected me to Chester to speak with them. I spoke to several members of sales who really weren't interested in helping, initially I was told I would be called back which I was not, then I was told they canty help and that I must speak with RAC. You would think that as this is a product they sell day in day out, they would know the qualifying criteria for a courtesy car, yet no one could tell me.I spoke to RAC who said I do not qualify. When I asked why I could not have a courtesy car they told me that the car needs to break down on the road, they must recover it, and they must take it to Kia and then they will authorise a courtesy car. This did not make sense to me as I had saved them a lot of money by getting the vehicle repaired before the point of break down. Also, this is not what it says on my policy, it says I can have 7 days car hire.Due to not being able to have the courtesy car meant I had to walk for two hours back to my home address from the Kia garage as I had no transport. Furthermore, over the weekend and Monday I had to get taxis for work etc. As you can imagine I am extremely angry from being mis sold a product that I did not need in the first place as the Kia Warranty on our car is still valid and a product that was sold to me as supplying a courtesy car which doesn't.I reviewed the Eligibility and Significant Exclusions that were provided to me on 29th March via Email and I would have qualified under the terms given to me for the hire car. The specific features and benefits of this policy state, "up to 7 days car hire" It makes no mention of the car having to break down a the side of the road and having to be towed by RAC to the Kia Garage.I gave Luke the chance to rectify this on the day however he simply directed me to the complaints department, I can't believe the lack of professionalism from your staff that would rather face a complaint than help their customers. Spending £16,000 on a car was a big decision for us and I feel we are being treated with total disrespect.Luke told me that I signed an RAC document for the insurance, I requested that he shows me the specifics of this on the Terms and Conditions whereby it explains I can only have a courtesy car if we are recovered by RAC. Luke sent me an unsigned RAC document that makes no mention of the terms in which you are eligible for a hire car.I have clearly been mis sold a product that 1) Was not required as Kia warranty is still in place and 2) Does not full fil the terms of providing a hire car when required as there are hidden terms that I have not signed too.My expectations are as follows:A full premium refund, plus interest. Compensation for walking for two hours, as well re imbursement for the taxi fees.If these terms are not acceptable then I will seek advice through the financial Ombudsman.Please keep in mind any potential fines that the ombudsman may impose on you for mis selling a financial product.Kind Regards

Luke was very helpful, and explained the Kia was good for me back. He also explained how the gadgets work. Thanks to Lookers, l am now mobile and can socialise and live my Life . Grahame Best LL.B ( Hons)

I haven’t had any follow up following my enquiry, after being told there are plenty of vehicles and options. I was given one example of what is available and it’s way out of my price range. Very surprised no one has come back to me with an alternative.