Dear Vehicle Complaints Team,I am writing to formally escalate my complaint regarding the Ford Mustang Mach-E, registration FT71 DBY.Since purchase, I have repeatedly reported faults with this vehicle. Following my initial email, it took the Aftersales Service Team 3 days to respond. The vehicle was then booked in for the following week. At that appointment, 2 recalls were completed. However, 1 recall remains outstanding and I have been advised that this will not be remedied until June.The heating system also remains unresolved. I am concerned that, at the previous service visit, the response appears to have been limited to an HVAC software update, which did not resolve the fault. Cabin heat fails intermittently at random ambient temperatures, and during those failures the heating system appears not to engage at all. In those circumstances, I do not consider a software update alone to amount to a proper diagnosis, and it gives the impression that only the bare minimum was done to appease my complaint rather than identify and rectify the underlying fault.I have previously made clear that this matter has become time-consuming, inconvenient and unacceptable, and that I wished to discuss either a refund or a replacement.I am also very concerned that the vehicle was allowed to be sold with 3 outstanding recalls, particularly given the standard of checks and preparation Lookers advertises for its approved used vehicles. Lookers states that every approved used and nearly new car it retails has passed numerous checks and tests to give customers peace of mind, and that this includes verification that the used car has never been written off or stolen, up-to-date status on scheduled maintenance and MOT tests, a multi-point test carried out by a fully trained technician, and thorough and accurate inspections meeting your own high standards. Lookers also states that approved used customers will receive the same high level of customer service and aftersales support as new car customers.In those circumstances, I consider this a clear failure of the standards represented at the point of sale. A vehicle should not, in my view, have been approved and sold under the Lookers approved used standard while carrying 3 outstanding recalls.I am further disappointed by the lack of meaningful response. Although the matter was said to be urgent, it still took 3 days for Aftersales to respond, and my more recent email has gone unanswered. I was also informed that, once the complaint was escalated, it was above the salesperson and he could no longer be involved.From my own research, I do not consider it reasonable to continue treating the heating issue as merely the freezing-weather software TSB. The fault is intermittent, occurs at random ambient temperatures, and was not resolved by the HVAC software update. I also note that Ford’s earlier bulletin history states that pinpoint test J in the workshop manual was updated to aid diagnosis of this condition, which suggests that some vehicles would require proper structured troubleshooting rather than a routine software-only response. That reinforces my concern that the vehicle was not properly investigated and that the response to date has been inadequate.Given the history of this matter, the unresolved heating fault, and the fact that 1 recall will remain outstanding until June, I now require Lookers to set out clearly, in writing, how this matter will be resolved. I remain willing to consider an appropriate remedy, including repair, replacement, or refund, but I need a substantive response based on the actual condition and history of the vehicle rather than further delay or partial measures.Please provide your substantive response within 7 days of this email. If you propose any further inspection or repair, please explain why that should be considered reasonable given the history of this matter, the unresolved heating issue, and the fact that the vehicle was sold with 3 outstanding recalls, one of which will still remain unresolved until June. Given that one recall remains outstanding until June and the heating fault is still unresolved, I do not consider it reasonable to continue waiting indefinitely for this vehicle to be brought up to the standard represented at the point of sale.For the avoidance of doubt, the current unresolved issues are the heating system fault and the remaining outstanding recall due to be remedied in June.Please acknowledge receipt of this email and confirm the name and contact details of the person handling my complaint.Kind regards,John Ingham

The vehicle was sold with 3 outstanding recalls, which I consider a clear failure of the standards represented at the point of sale. Although 2 recalls have since been completed, 1 remains outstanding until June. The heating fault also remains unresolved despite a service visit and HVAC software update. Cabin heat still fails intermittently at random ambient temperatures.I am also dissatisfied with the complaint handling. Although the matter was said to be urgent, it took 3 days for Aftersales to respond, and my later email has gone unanswered.Given the unresolved heating fault, the remaining recall, and the history of this matter, I now require Lookers to confirm how this will be resolved. I remain willing to consider repair, replacement, or refund, but I need a clear written response without further delay.

vehicle has been in previously when the dealership was on Railway street for issue with the coolant system which cost the customer £200 for the system to be flushed, the issue has now occured again and customer has called to book in for vehicle to be checked again and now quoted £150 for the issue to be looked at again. customer unhappy that he is being expected to pay for this and being potentially over £300 out of pocket for something he has not caused.

customer unhappy that he has received 2 emails reminding him for service but after contacting bookings has been advised not due for another 12 month. secondly vehicle has an outstanding recall and he has been advised that the earliest it can be seen is 2nd July, customer is shocked and unhappy that this is the service being provided

Good MorningPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: C BateySent: 23 March 2026 10:52To: F and I ComplaintsSubject:External Sender: Confirm legitimacy before acting.Hello,iam complaining after waiting 3 weeks for return of £100. I used a card to order a Kia from lookers at Newcastle in December 2025,the order was transferred to Dunston and before picking up the vehicle on the 3 March 2026 I noticed on the agreement that the £100 deposit had not been taken into account and not taken from the final balance,I contacted my salesman Stephanie curry who apologised and said she would sort this issue out. When I arrived to collect the car I asked again about the £100 and if it would be refunded to the card I used as I would rather have it taken off the payments and reduce the monthly figure.,I was told I had to give new bank details different from the card to get the refund.The card I did use expired in February so was no longer in use , lookers decided to send the refund back to that card after asking for new details, consistently the payment was rejected and apparently lookers were awaiting return of this in order to send it back to me to the new bank details, after emailing Stacey several times iam still awaiting the refund.I have now been told I can't speak to her anymore as iam complaining and I don't remember making any official complaint.I want my £100 taken off my payments and have my balance reduced which is approximately £3per month saving me £8 interest,I also want interest paid to me for the 3 weeks you have had my money, absolutely ridiculous service I have had and after returning to lookers Dunston after leaving to go to Kia Newcastle this doesn't inspire me to buy from there again.I have bought 19 new cars from Dunston and 5 from Newcastle and never had this issue, always having deposits taken from the balance,can you sort this immediately please, regards Colin BateyCar reg NL26HYWReceipt reference 101670000109Order number 8247121Salesman Stephanie curry Lookers Dunston

After replacing the screen and washing the car. What ever chemicals they have used has taken off and stained all the lacker and plastics around the windows and rear quarter

customer had 30k service carried out in November time and after a few weeks brake fluid levels low message was intermittently flashing up but had assumed that it was a possible sensor issue. After it occurring more and more called to get it booked in as a safety issue to be given and appointment for the 23rd March and when speaking to the branch to see about getting it in any sooner was given the blunt response of call the AA. customer has since taken to independent garage who have topped the brake fluid levels back up to where it should be but customer is disgusted with the lack of accountability for it being missed and the attitude towards the safety aspect.

PLEASE SEE ATTACHMENTS FOR THE FULL COMPLAINT

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