I had my car in as the DAB radio has a fault. They confirmed it us a known fault with certain kia radios, and I am on a list for when a solution is found. I spoke to Kia as as its a known problem I would have expected them to be sorting out a fix/replacement. They brushed me off and said its the dealers problem to sort out and to speak to you. The dealers were really nice so I have no complaints about them, but I do seem to be stuck with nobody actually fixing the problem.

Hello,I am writing to you regarding the technical maintenance performed on a Kia Ceed CB5910BO car made on 05/24/2025. I am attaching the invoice issued by you in the email. I would like to ask you to register this vehicle maintenance in the Kia system, as Kia Bulgaria told me that it was not uploaded to the server and the vehicle is currently unmaintained, which will result in loss of warranty. The other thing I want to ask and confirm is that the mileage written during your service was in miles, not kilometers. I can send an invoice number 6357734, date 54.05.2025. Please contact me by email. Thank you in advance.

Hi,We purchased a Kia EV6 from your Lookers Chester dealership in February, this year and have had problems with the rear left tyre ever since.On 25th January (test drive), we noted that the warning light indicating a problem with the left rear tyre was on and Luke, the Salesman assured us thatthis was due to temperature changes and to the sensitivity of the electronic system.In an email (27th Jan) Luke confirmed that "the tyre which was flagging up as low pressure, is in good condition."When we collected the car the tyre pressures were correct and no tyre pressure lights were on.However, since then this light has repeatedly come on every few months and we have added extra air as advised; thinking it was due to temperature changes andthe sensitivity of the electronic system. We decided last week that enough was enough and sought advice from a tyre specialist; they confirmed that it was actuallya very small hole in the tyre that couldn't be repaired because of the nature of the tyre lining.I raised the above with Luke, last week, and his view was that a puncture could have happened at any point since we purchased the car: it possibly could but I disagreein this case.I wish I had gone to Kwik Fit on 1st February but the tyre pressure had been topped up by the dealership and their visual inspection did not reveal any issues.We trusted the assurances that we had been given, but on the 3rd/4th occasion of topping up the tyre pressure we sought advice.In summary, we feel that the rear left tyre should have been replaced before we took ownership of the car.I believe that Lookers Chester have behaved unreasonably in that the changes in pressure were not, in this instance, due to the changes in temperature, as originally describedbut actually due to a very small leak in the tyre itself.I have attached the Kwik Fit quote which is annotated with a note from the mechanic and their Invoice and look forward to receiving your replyand reimbursement of our costs.Kind regards,Susan LEE

Today I looked and the price of the Volvo XC40 is lower than last week and now I am surprised because last week on Wednesday when I asked for the first time if a discount from £19420 to £19000 was possible and your employee answered - why should they give me a discount. I said because I want to buy the car. Then he sent us to his colleague Sebastian and we started to discuss a test drive. The test drive went great and my wife and I decided that we wanted the car so I asked Sebastian again about the discount and again the same answer, a discount is not possible. But today after a few days the price is lower, I do not understand why Kia Chester drives away potential clients instead of selling faster and making less profit.Your salesman Sebastian was nice and very helpful, but in the end we didn't buy the car because they didn't want to give us a discount.

Staff where very knowledgable and friendly

Dear Lookers Customer Service & Resolutions Team, Mr Allen and Kia Customer services,Please view the message below, and I would appreciate a response from both Kia and one of the Lookers recipients.Further to my communication with Lookers Chester below, I am writing to inform you that the issues with my car have now been resolved, but to also let you know how disappointed I am over the customer service that I have experience with Lookers Chester to get the work on the car completed.I outlined the problems in my previous emails, and despite Mr Allen being requested by customer services to address the problem, and a follow up request from myself, I have had nothing whatsoever back off Mr Allen!?In summary, to simplify the information, I have bullet pointed the concerns I have below.• I took my car in for work I needed doing on 4 June as reported to the central bookings team. The work I asked to be done was.1. Petrol flap sitting proud and self opening on occasions.2. A judder of the clutch when attempting to move off in 1st gear resulting in regular stalling of the car.3. Voice recognition not working for sat nav.4. Radio channels losing reception.• My car was taken in at 10-45 and not ready until 5-00!?• On collecting the car I was told.o The petrol flap problem needed a fresh booking at the body shop on the Deeside industrial estate.o A simple question mark put along the clutch query. Nobody had the courtesy to talk to me about the problem I was having!o The voice recognition and radio problems were because updates had not been installed!• I then asked for a copy of the report, but told that they are not normally issued as they would be on the cars records on the computer. I contested this in case I sold the car privately, and was eventually given a copy that I have attached.• On the petrol flap, I was simply told that a new booking would be needed at Deeside.• I was given no feedback about the clutch, just a 'stalls easily note' and question mark!?• I was simply told on reception that updates were needed for the voice recognition and the radio, and that I needed to get a USB stick from Amazon for about £5 to £10. No further guidance or instructions were given at that point, and there was nothing on the report!?• On returning to my car I sat for a while quite confused on what I needed to do, especially over the updates!• I then went back to the reception and explained my lack of understanding, so was then emailed a link for the updates with no further guidance given!?• I asked why the updates had not been done on a car, as at the time, it was less than twelve months old! I was simply told that it was something they would not have time to do and it was a simple process if I followed the link!• I am not technically minded and left the reception more confused than ever! but as advised, I purchased a USB for £5-99, but was unable to use it as I did not have a USB port on my Ipad!Under the circumstances I have been very reluctant to go back to Chester, but as my petrol flap was still self opening from time to time, I found myself left with no option but to book it in at Deeside. The service I had from there was first class!The people at Deeside took photos of the cap and sent a report to Kia, and it came back that this was to be done at Chester where I needed to make yet another booking! Why it wasn’t done while in Chester for the first appointment is beyond me!?I reluctantly made this booking at Chester for the 14 October, and spent from 11-00 until 4-45 kicking my heals around the Chester business park for nearly six more hours! On asking for a copy of the report for my records again, I was told that they would be on the computer and the receptionist refused to give me a copy, and on checking with a colleague, was told the same !?On the updates that I needed to have done, I was at a loss on how to do this, and ended up paying a local garage £55 to do this for me! A total of £60-99 for work I could not understand needed doing on a car less than a year old?In summary therefore, my complaint is.• The fact that none of the work I reported was completed during my visit on 4 June.• The petrol cap could have been sorted out during that appointment but wasn’t? It was an obvious fault that if somebody had taken the time to check, could have done it there and then!• On speaking to one of the technician informally on site, I was advised that it was a simple adjustment that should only take 20 minutes to complete!? On having it done, I was without the car for nearly six hours!• The updates should not have been necessary for such a new car, and if needed, Lookers should have sorted it out for me, not just told me to get a usb stick, then sent a link that I couldn’t use!• If I had not been having a problem with the clutch I would not have reported it! To simply have a note and question mark written alongside the concern on the report sheet was a disgrace! The least I think that I was entitled to expect was a conversation with the technician to explain the issue. I discussed this during my later visit to Deeside and the matter was resolved!• My visit to Deeside should never have been necessary had the flap been looked at during the first visit!• My two visits to Chester inconvenienced me and waste six hours of each day that for the amount of work done, should never have been necessary!• Three visits for such work was a complete waste of my time.• The fact that Lookers would not do the updates that I did not understand was a disgrace, which then cost me £60-99 to have done privately.• The fact that Mr Allen did not make contact with me as requested by Lookers Resolution team is an extremely poor show, and doesn't reflect well on Lookers Customer services.The whole experience has left me completely disillusioned with Lookers Chester, so I sincerely hope that their senior management and Kia UK can review this complaint and take appropriate action.Regards,David Williams.01978762486 or 07928493862Yahoo Mail: Search, organise, conquerOn Fri, 18 Jul 2025 at 13:28, David Williamswrote:Dear SirsFurther to our email exchanges below, having heard nothing from Mr Allen as requested by the resolution team, I am assuming that nobody at Lookers is interested in the problems I have experienced?My car is 18 months old, and I am expected to download updates already? As previously advised, the expectations of Lookers is for me to buy myself a memory stick and do it myself? The advice I was given was to get a USB stick to do the downloads???.The update notices started appearing when the car was less than a year old, but I did not really understand the consequences of not updating until I took it into Chester. How a car less than a year old should need updates completed so soon, and by the owner, is beyond me???I have still been unable to do the updates!?I booked the car in for a number of jobs that I expected to be completed. The one was in relation to updates above where voice recognition and other services were not available?Another was the petrol flap, and I was told on picking the car up that I needed to make a separate booking? Why was I not advised of this when I booked the car in???There was also a clutch issue, and the report I was given just had a question mark alongside the note!? Nobody had the decency to ask me what the issue I was experiencing was about?I do not intend to waste my time with Lookers any longer if you are not interested, and unless you can provide me with assurances that you will address my concern, I fully intend putting this matter to Kia UK, and explain what a poor service you provide as a main agent.David Williams.On Tuesday 24 June 2025 at 12:16:01 BST, Customer Feedbackwrote:Good Afternoon,Thankyou for your email,As per our complaints policy all complaints are handled directly by the dealership unless they fall into a regulated category which this complaint does not. The final resolution for your complaint would be issued by Kia Chester’s management team. We do apologize for any inconvenience caused.@Martyn Allen are you able to look into the below email from Mr Williams and address his concerns.Kind Regards,Lookers Customer Service & Resolutions TeamFrom: David WilliamsSent: 24 June 2025 12:09To: Vehicle ComplaintsCc: Martyn AllenSubject: Re: Kia Nav UpdaterWarning: This email has been sent by an external party. Please exercise caution before opening any links or taking any suggested actions proposed in the email.Dear sir,I made the complaint about the service I received from your Chester branch on 5 June, and other than replies from the lady who I dealt with, nothing has come back from Vehicle complaints?Can you please advise if you are happy with the service I have had?As noted in my exchanges several weeks ago, I considered the guidance and support I had about updates was completely inadequate! I am not particularly well up on this form of technology and did not realise that the problems I was having were due to me not doing the updates.When my car went in, on picking it up I was simply told that I needed to get a USB stick and download the instructions? That was it!!??I went back to my car quire confused, so returned to reception and explained my 'ignorance' and was simply told again by Liv that I needed the memory stick, and she would email me the link to follow.I have tried this but not sure if I am doing it right and fear losing other services, and reluctant to go back to Chester.There was also an issue I reported about the clutch, and was simply told it was ok with just a question mark put against my query on the report sheet!??Nobody made any attempt to explore exactly what I was finding wrong and give advice on the matter which I consider to be a very poor reaction to my concerns!! If I was not finding anything wrong I would not have reported it?!!This is my first Kia and my first dealing with Lookers Kia, and as you can imagine, at this stage I am not very impressed with the service I have had or the responses to my concerns.Do I take it that you are not really interested??Thank you.David Williams.On Thursday 5 June 2025 at 14:00:23 BST, Liv Doylewrote:I understand Mr Williams; from what I’ve read I believe you wish to not rebook in with us to resolve the issues on your vehicle and that you will contact Kia directly.If you’d like me to book the vehicle in, please let me know via email or telephone,Best regardsLiv DoyleSenior Service AdvisorChester Vauxhall & Kia302 Sealand Road | Chester | CH1 4LQP: 01244 394 300www.lookers.co.uk/vauxhallwww.lookers.co.uk/kiaFrom: David WilliamsSent: 05 June 2025 13:49To: Liv DoyleCc: Vehicle Complaints; Martyn AllenSubject: Re: Kia Nav UpdaterThank you Liv,There was a list of work and I was not advised that it could not all be done on the same day.I have been having a problem with the clutch that nobody has discussed with me, simply reported that there was nothing wrong?I wasn't aware of the consequences of updates, and do not think it too much to ask you to sort this out for a customer. We are not all technically minded that seems to be the assumption you have!? On the memory stick, I was simply told I needed to get one, no advice other than the link was given about downloads off the computer then putting in the car? I found the instructions to be confusing and make demands that I was uncomfortable with.On the petrol flap, I reported that it was not lying flush and did not always close correctly, so expected it to be done with everything else.As I said, as far as I am concerned, the service I have had from Looker falls well below my expectations, and I intend to take this matter to Kia direct.Regards,David Williams.Sent from my iPadOn 5 Jun 2025, at 11:05, Liv Doylewrote:No problem, Mr Williams.Your appointment was a diagnostic on three items, with a diagnostic appointment we confirm the fault and make a separate booking for the repair work. I can only apologies that this wasn’t made clear to you at point of booking. A sat nav update in a garage can take several hours alone with the Wi-Fi systems due to having 100+ electronics connected to the system. As mentioned in my previous email, we are more than happy to do it for you at a charge, but it would never have been possible to carry this out whilst you were booked in because until you came in, we were unaware of what could be wrong with your vehicle. You were booked in for voice recognition faults, it was our technician who highlighted the Nav update warning on the screen, it wasn’t mentioned by you prior to booking in or at the desk. Now we are aware, we can download the required software and upload it to your vehicle.Yes we can adjust the petrol cap FOC under Kias warranty but as explained to you in person, its about an hour’s repair so would require a new booking, we had you in for a diagnostic of the flap not opening and closing, which is does, but we agree it can be adjusted to sit more flush if that’s still what you want?We understand rebooking your vehicle back in a hassle, we do also offer a collection and delivery service from a home or work address if getting to us is an inconvenience? Or we do have courtesy vehicles to use whilst your vehicle is at the garage, both services are a cost of £25.00Let me know whats best for youLiv DoyleSenior Service AdvisorChester Vauxhall & Kia302 Sealand Road | Chester | CH1 4LQP: 01244 394 300www.lookers.co.uk/vauxhallwww.lookers.co.uk/kiaThis email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS; VAT Registration No: GB 405 9783 29.From: David WilliamsSent: 05 June 2025 10:35To: Liv Doyle; Vehicle ComplaintsSubject: RE: Kia Nav UpdaterThank you Liv,If I had been told about the option of Lookers doing the updates, maybe I could have considered it!? All I was told was that I just needed a memory stick that I could get off Amazon!? To be told now and the fact that you charge to do this in my opinion is extremely poor service.No explanation of what I needed to do, just a link emailed to me that I couldn't understand where the instructions needed to know things I didn't no how to access. There were also things that if I did do something wrong, everything could be lost!? I then feared trying any further.The means of doing the updates may be easy for those familiar with the system or have computers and are up to speed with these things, but there are people like me who are not, where no allowance is made.The fact that I have to go to this sort of trouble really isn't good enough, and I was given no warning of this when I bought the car just 8 months ago!To also be told that there was nothing wrong with the clutch with just a question mark by the comment and no query about my concern just was very poor from Lookeds! If there was not an issue with the clutch I wouldn't have reported it!?It is also extremely concerning that I also have to book the car in to get the petrol flap sorted! This was reported when I booked it in, with no warning that it could not be done at the same time? It is extremely frustrating therefore, that I have to have to bring it in again!I have found this service from Lookers to be extremely poor, where J also had issues when it was serviced by you earlier in the year! I am now seriously considering getting rid of the car and steering clear of Lookers.A response to this message from Liv and/or customer services will be appreciated!Thank you.David Williams.

Date: 2nd November 2025Subject: Formal Complaint – Unresolved Safety Fault & Incomplete Service – Vehicle Reg EA73 UUG (KIA SPORTAGE).I am writing this formal letter of complaint regarding my service experience at Lookers Kia Chester on October 30th for my vehicle (Reg: EA73 UUG), and the subsequent failure to resolve a critical safety fault.Issue 1: Failure to Diagnose and Resolve Safety System FaultDays prior to the service, my vehicle began displaying two distinct error codes after approximately 15 minutes of driving: (see photos below).* Check blind-spot safety system* Check rear cross-traffic safety systemsMy attempts to ensure this was resolved during the service were disregarded:* Pre-Service Call: I called to ensure the fault was added to the job card.* Day of Service (October 30th): Upon arrival, I was informed the fault was not on the job card. When I requested a technician look at the intermittent fault immediately, I was told they were all busy and had logged onto jobs.* Documentation: I immediately emailed the front desk staff photos of the error codes and requested that the fault be fixed, not just logged or just cleared. I was assured it would be added to the job card.* Collection: When I collected the car, I was specifically told the technician had "cleared the codes and calibrated the system" and confirmed the issue was now resolved.* Result: The error reappeared immediately after arriving home. This indicates that the dealership performed a superficial code-clearing without conducting a proper diagnosis of the root cause. This demonstrates a clear failure to execute the requested repair and a lack of due diligence.Issue 2: Incomplete Service Under Paid Service PlanUpon collection, I was informed the service was completed "except the brake fluid change, as the machine was broken."This is entirely unacceptable. I have a paid service plan, and I expected to receive the full service I paid for. Receiving only a partial service due to the dealership's equipment failure is a breach of the service agreement.Conclusion and Required ResolutionAs a customer who has purchased three new vehicles from Lookers Chester, I am profoundly disappointed. The after-sales service is a stark contrast to the positive sales experience and undermines confidence in the Kia product and lookers dealership.I now have the inconvenience of returning the vehicle for a second time to resolve a safety-critical fault that should have been dealt with correctly on October 30th.I require the following resolution from Lookers Kia Chester:* Immediate Resolution of the Safety Fault: The dealership must commit to properly diagnosing and fixing the blind-spot and rear cross-traffic safety systems without delay.* Courtesy Car and Collection: I expect Lookers to collect the faulty vehicle from my address and leave a suitable courtesy car to minimise further disruption to me.* Completion of Service: The outstanding brake fluid change must be completed at the same time as the fault repair, at no extra cost.I look forward to your prompt confirmation of how you intend to address these serious issues and resolve this complaint immediately.Yours sincerely,Mr Stephen Birkett16 Palace CloseFlintFlintshireCh65ye07825721621Images below of error codes.

Our vehicle was booked in for a Kia Recall originally for June but you double booked so re-arranged for 11/8/25. We dropped the vehicle off on the Monday and we were provided with a courtesy car which we were told was an electric car. We do not have a vehicle charger at our home or near to our home address so this was not suitable. Luckily there was another customer there at the time who was happy to swap and take the electric car as his car was only in for a day therefore we had his courtesy car however it was a manual car and ours is an automatic due to medical reasons, but we were advised this was the only vehicle that was available. As we had already waited 2 months to book the vehicle in, we accepted.Next on Thursday 14th August I received a call from Lookers, Chester to ask if I still owned vehicle GM08 COS to which I replied "yes" and then the lady asked why it was parked on their premises ?? Completely shocked by this question I advised the vehicle was in for a Kia Recall to which she replied quite abruptly "oh I will need to speak to them". Why she didn't do this first before calling myself is very surprising but hopefully no harm done, just me left wondering if anyone communicates with each other at this garage.We heard nothing for weeks so on the 12th September I phoned for an update and was advised someone would call me back with an update. No-one called.Therefore on the 16th September I phoned again for an update and was advised you were awaiting one part and there was only 1 person who could fit it and they were currently on holiday.Therefore I left it another couple of weeks and phoned back on Friday 3rd October to be advised the part was due in on Monday 6th October.I therefore phoned back on the Monday to check the part had been received and to ascertain how long the repair will now take and was advised the part was now due in the following Tuesday being 14th October.I waited another week and phoned back on the 20th October for an update, I was advised someone would call me back, no one did.On 21st October, my husband phoned and was advised the job had not even been started, they were planning on stripping the car that day but they have had multiple people off sick and this has caused the delay. There is also only 1 member of staff who can do this job so they couldn't tell us how long this would now take.To our surprise we received a call on 23rd October to say the job was complete and the vehicle was ready to collect. My husband attended that day as he was struggling to drive the manual courtesy car and really needed his automatic back. On his arrival, he gave in his name and the girl behind the desk, who we think may have been called Olivia who said she needed to check the job had been completed. My husband tried to ask why they have had the vehicle for 10 weeks when the job actually only took 1 day and it was explained that the only person who could do the job had been off and that he was lucky to have been provided with a courtesy car, then she just looked at him blank and gave my husband the keys to his own vehicle. My husband asked if he needed to sign anything, she said "no" and carried on talking to the person sat next to her.As my husband did not know where his vehicle was parked, on his way out he asked where the vehicle was and in a flippant manner she just pointed to the door and said it was either up the side or round the back. My husband was fuming with this response and the way he was spoken to so just left and had a look for the car himself.From start to finish we found this process to be extremely unprofessional and as we do appreciate circumstances such as delayed parts and absent staff can arise, the level of communication has been appalling. Any time we phoned for an update, which we tried to keep to a minimum, we were made to feel like we were adding to their problems which was never our intention, we simply wanted to know what was happening after you having our vehicle for so long.Unfortunately our experience with this garage has put us off buying another Kia, which was our intention within the next 12 months and also any work / services etc for the Kia we own will now be taken to another garage.

Just as Luke is away until Saturday, if anyone else is able to look at this, I’d be grateful. I’m away on holiday and really struggling with this car I’ve bought from you this month. It only likes flat roads and I’ve brought it to West Wales with plenty of hills!See email below.Thank you,Victoria EdmondsSent from my iPhoneBegin forwarded message:From: Victoria EdmondsDate: 28 October 2025 at 20:42:57 GMTTo: LukeEdwards@lookers.co.ukSubject: DH74 PYUHi Luke,I’m having trouble with the Ceed when it’s going uphill. I’ve had three situations in the fortnight I’ve had it where I’ve come to a T-junction to turn onto a road with incline and it conks out. Each time I’ve been still in first gear. There’s no power to get it to move and it’s pretty terrifying when you’re stuck in the middle of the road. I’m also having to drop into second gear to go 30mph uphill. Uphill there’s a real power problem. The fuel hasn’t been low. Without a manual handbrake there’s nothing to work with to engage it. Is this a common problem with this model and I’m stuck with it or do you think perhaps this particular car has an issue and it can be fixed please?RegardsVictoria Edmonds07581 364393

The sales representative was very nice before my test drive. When I got in the car, I noticed the horn wasn't working. The assistant assured me it was easy to fix. Isn't the horn subject to the MOT? After the test drive, I had a few complaints, including a very weak handbrake. Overall, I wasn't interested in the car anymore. The sales representative nodded and smiled, saying "OK," and I felt like he wanted to get rid of me as quickly as possible. Was it because I chose the cheapest car?