Dear Syed / Customer Service Team,I am disappointed that, despite my concerns being acknowledged as urgent and despite being advised that the after-sales team would contact me the same day, I have still not heard from anyone. I have not even received a holding email confirming that my concerns are being addressed.As previously raised, there have been no changes to the issues reported with the vehicle.Please can you now confirm, as a matter of urgency:• the name and contact details of the person or department my case was passed to;• when I can expect to be contacted directly; and• the timeframe within which the repairs and outstanding issues will be dealt with.For the avoidance of doubt, the issues previously reported remain ongoing, including the outstanding recalls, water ingress affecting the rear brake light and boot light, and the temperamental heating system.Given the urgency of this matter and the limited time I have to decide how to proceed, I would appreciate a written response today.Kind regards,John InghamAddress:2 Nuthatch CloseHartlepoolTS26 0RZMobile: 07789956038________________________________________From: Syed AliSent: 17 March 2026 10:05To: john inghamSubject: RE: Warranty DocumentHi John,I hope you are well.I have flagged it as urgent for you mate.Kind regard,Syed AliUsed Car Sales ExecutiveLookers Kia Gateshead and Ford Service CentreEslington Park, Dunston | Gateshead | NE8 2TZT: 0191 460 7464lookers.co.uk/kiaFrom: john inghamSent: 17 March 2026 10:04To: Syed AliSubject: Re: Warranty DocumentExternal Sender: Confirm legitimacy before acting.Hi SyedI hope this is actioned urgently, as I'm not paying over 21k for a fridge on wheels. I've only got 10 days left on my 14-dayI know it's not your fault, but it's a concern to me that I'm not stuck with a car with no heatingJohn InghamAddress:2 Nuthatch CloseHartlepoolTS26 0RZMobile:07789956038________________________________________From: Syed AliSent: 17 March 2026 09:55To: john inghamSubject: RE: Warranty DocumentHi John,I hope you are well.I have forwarded this message on to our After Sales Team for you, please expect a call and they certainly book you in and get this resolved for you.Kind regards,Syed AliUsed Car Sales ExecutiveLookers Kia Gateshead and Ford Service CentreEslington Park, Dunston | Gateshead | NE8 2TZT: 0191 460 7464lookers.co.uk/kiaFrom: john inghamSent: 15 March 2026 15:21To: Syed AliSubject: Re: Warranty DocumentExternal Sender: Confirm legitimacy before acting.Hi SyedI am writing regarding the Ford Mustang Mach-E I recently purchased from Lookers Kia Passenger Car Gateshead on 13 March 2026, registration FT71 DBYAlthough I really like the car and would prefer to keep it, I have some concerns that I would like addressed as soon as possible.Since the purchase, I have become aware of the following issues:• two outstanding recalls;• water ingress affecting the rear brake light and boot light;• Temperamental heating system.These issues are concerning, particularly since they arose immediately after purchase. I would therefore appreciate written confirmation of:1. Whether the outstanding recalls and the faults noted above will be fully inspected and resolved within my 14-day cooling-off period2. The timescale for the necessary repair work3. Whether you can offer a replacement vehicle or arrange a transfer from another Lookers dealership should these issues not be resolved promptlyTo be clear, I am keen to keep the vehicle if these matters can be resolved quickly and satisfactorily. However, I would like to understand my options within the cooling-off period in case this is not possible.I would be grateful for a prompt response so I can decide how best to proceed.Yours sincerely,John InghamAddress:2 Nuthatch CloseHartlepoolTS26 0RZMobile: 07789956038________________________________________From: Syed AliSent: 14 March 2026 10:32To: john inghamSubject: RE: Warranty DocumentHi John,I am sorry to hear, let me flag this for you right away and get them to book you back in if that’s ok.Kind regards,Syed AliUsed Car Sales ExecutiveLookers Kia Gateshead and Ford Service CentreEslington Park, Dunston | Gateshead | NE8 2TZT: 0191 460 7464lookers.co.uk/kiaFrom: john inghamSent: 14 March 2026 10:30To: Syed AliSubject: Re: Warranty DocumentExternal Sender: Confirm legitimacy before acting.Hello mate,Just familiarising myself still, but took it on a long drive and it was freezing, the heating didn't kick in at all so that definitely needs looking atRegardsJohn InghamSent from Outlook for Android________________________________________From: Syed AliSent: Saturday, March 14, 2026 9:21:39 AMTo: john inghamSubject: RE: Warranty DocumentHi John,I hope you are well.How’s the car? Usually all recalls are carried out as part of our mechanically preparation unless the system update is not out yet so let me check in with our service team and see if this was done mate.Please leave it with me if that’s ok.Kind regards,Syed AliUsed Car Sales ExecutiveLookers Kia Gateshead and Ford Service CentreEslington Park, Dunston | Gateshead | NE8 2TZT: 0191 460 7464lookers.co.uk/kiaFrom: john inghamSent: 13 March 2026 18:16To: Syed AliSubject: Re: Warranty DocumentExternal Sender: Confirm legitimacy before acting.Hi SyedJust familiarising myself with the ford app and there's 2 outstanding recalls see attached pictureHas this been resolved or are they active?If they're active what are we going to do to resolve?ThanksJohn

Cust paid £100 for a deposit Toyota Ago on the 18.02.26. They are still awaiting the deposit back

KIA PICANTO ND19VTFHello ElaineAs per our telephone conversation this morning.On 2 January I telephoned to arrange the usual yearly service and MOT for my wife's car. A date and time of Wednesday, 11th March was agreed at 9.15am. I received the usual text confirmation of this booking at 10.10am quoting the reference 25053. I was quoted an MOT price of £54.25 and a service price of £167.44Yesterday afternoon my wife phoned to enquire how long the car would be with you on Wednesday to be told you had no record of the booking and no spare time on that day for a replacement. No explanation was offered as to why this error on your part had occurred.If my wife had not phoned we would have turned up on the day to be told then her car would not be attended to!Given that the current MOT expires on 31 March a replacement booking date of 25 March was offered and accepted, again at 9.15am. A text was received at 3.59pm confirming the appointment but this time without containing a reference number.A photo of the text messages is attached.My wife and I had other plans for last week in March which we will now have to change. Given this inconvenience I believe a reduction in the service price of 50% is fully justified.Will you please acknowledge receipt of this email as offered? A full reply would be appreciated as quickly as possible.Thank youIan Farrier

I have complained on two occasions now about the experience I had in arranging a service and have had no formal reply from you. I consider this further evidence of a lack of professionalism or concern about customer care.I am going to seek a resolution via the ombudsman or small claims court as you have had ample time to respond.

I got my car serviced and now when I open the driver door it beeps constantly and when the lights are on there is a orange light bulb in the dashboard that wasn't there before

please see scanned complaint in attachments

Good afternoon,I hope you are well!I’m writing to you to request a full service history report of my car Kia Ceed, registration number NA23RYT.I purchased the car in 2023 and one of the requirements I had was that there will be a service conducted before I pick up the car to make sure everything is in order.Today, I did a service at SG Petch and they informed me that there is no trace of the service in my service book nor anywhere else. They said that if I didn’t have the service done by March 2024, it’d affect my warranty.I contacted Lookers Kia Newcastle multiple times about this issue and it was never resolved. I was advised to contact your GDPR help team, I did that, but I’ve never heard back.I was reassured when purchasing the car that it won’t be the case and I need to conduct the service in November 2024, which I did. Could you please send me the proof of service from November 2023, so I could attach it to my service book and not stress about my warranty?Thank you in advance for your help and please let me know if I could be of further assistance.Kind regards,Piotr Boiwka

Dear Kia Customer Services,I am writing further to my previous complaint regarding my service appointment booked for 10 March.I have contacted Kia again today to chase confirmation about the courtesy car, as this is essential for me due to work commitments and the fact that I require an automatic vehicle.During this call, I was informed that the garage had not been notified that I require a courtesy car at all. This is concerning, as the need for a courtesy vehicle was discussed during my earlier contact when arranging the appointment.Given the ongoing confusion surrounding my booking, I would appreciate confirmation that the dealership has now been informed that I require a courtesy car and that an automatic vehicle will be available on the day of my appointment.I look forward to your response.Thank you.Hope Beauman.On 3 Mar 2026, at 17:02, Hope Beaumanwrote:Dear Kia Customer Services,I am writing to raise a formal complaint regarding my ongoing attempts to arrange a service appointment and the poor customer service I have experienced throughout this process.I first contacted Kia in October 2025 after an engine warning light appeared on my vehicle. At that time, I was advised that all appointments were fully booked until December and was told to contact the garage again then. When I contacted Kia in December, I was advised to call back in January instead.I subsequently called on 5 January 2026 and was finally booked in for a service appointment on 10 March 2026 at 10:40am. I was clearly advised that this appointment would take place at the new Kia garage in Gateshead, and this was the address provided to me.Today, I contacted Kia to ask whether my appointment could be moved to an earlier date and to confirm that the courtesy car provided would be automatic, as I am unable to drive a manual vehicle. The advisor I spoke to, who appeared to be part of a call centre rather than the dealership itself, was dismissive and unhelpful. I was told that I would not know whether the courtesy car was automatic until the day of the appointment.This is not acceptable, as I work full time and cannot travel to Gateshead only to discover that I cannot use the courtesy vehicle and therefore cannot leave my own car for servicing.I was then transferred to Kia Newcastle, where I was informed that my booking was actually showing as Newcastle rather than Gateshead. During this conversation, I was told the courtesy car would be automatic and was a Skoda, which added further confusion given my booking was originally confirmed for Gateshead.After being placed on hold for a transfer, I disconnected and called back via the main call centre, where I was advised the booking had now been changed back to Gateshead and that someone would attempt to confirm whether an automatic courtesy car would be available. While I appreciate this effort, I was given no timeframe for confirmation. This leaves me unable to plan around work commitments or make alternative arrangements should the appointment need to be rescheduled.To add to my frustration, when I asked how to raise a complaint, I was provided with a Newcastle branch telephone number (0191 2981425), which turned out to be incorrect. Fortunately, the individual who answered that number was extremely helpful and professional, in stark contrast to my earlier experience.Overall, this process has involved repeated delays since October 2025, conflicting information, poor communication, and unnecessary inconvenience. I would like Kia to investigate:• The excessive delays in arranging an appointment for an engine warning light.• The incorrect and inconsistent information regarding my booking location.• The inability to confirm essential courtesy car requirements in advance.• The unacceptable customer service received from the call centre.• Being provided with incorrect contact information when attempting to make a complaint.•I would appreciate confirmation of my correct booking location, assurance that an automatic courtesy vehicle will be available, and clarification of how Kia intends to prevent similar issues for customers in future.I look forward to your response.Thank you,Hope Beauman

I submitted a complaint to you 2 weeks ago and I've had no response. Ticket 86041251Lookers Kia had my car for 19 days and it has still not been fixed. I complained to you and no response. I'm starting to think that Lookers is sadly lacking in it's understanding of good customer service. Can you please tell me when I might expect a response?

see this emailDear Rob DudleyWe 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 Gateshead Lookers Kia GatesheadDue Date: Feb 15, 2026 at 4:01 AMLocation Name: Lookers Kia Gateshead (1155I have not received any contact from yourselves and it is now at the 14 days threshold.Accordingly I am letting you know that am going to seek a review by the ombudsman for help in taking this matter forwards.I remain deeply dissatisfied with the way I have been treated, and consider it unprofessional and a breach of the agreement that was made about the servicing.Yours faithfullyRob Dudley