Dear Customer Services,I am writing to make a formal complaint regarding the Kia Niro 4 (2022, registration LE72 AXM) that we purchased from Lookers Kia Gateshead and which was delivered to us on 15 May.On the day the vehicle was delivered, it began displaying intermittent parking sensor warnings. Although the fault is intermittent, it occurs frequently and has continued ever since.As the issue appeared immediately, we booked the vehicle in to be inspected straight away. Given that the fault presented itself on the day of delivery, I struggle to understand how it was not identified before the vehicle was handed over to us.Since then, the vehicle has required multiple visits to the dealership:The first visit resulted in the fault being identified and the system being reset.The second visit resulted in one parking sensor being replaced.We are now facing a third visit today in the hope that the remaining issue can finally be resolved.While I appreciate that faults can occasionally occur with used vehicles, I do not think it is reasonable for a vehicle purchased from a main Kia dealership to develop a fault on the day it is delivered, particularly one that remains unresolved nearly two months later.These repeated visits have caused considerable inconvenience. My husband has had to take time off work for each appointment, resulting in a loss of annual leave and earnings, and the dealership is approximately a 40-minute drive from our home, meaning an 80-minute round trip every time. We have spent a significant amount of time and effort trying to resolve an issue that, in my view, should have been identified and rectified before the vehicle was delivered.What concerns me most is that this has been an ongoing issue from the very beginning of our ownership. Rather than enjoying our new car, we have spent the first weeks of owning it returning it to the dealership for repeated repairs. This has inevitably affected our confidence in both the vehicle and the service we have received.We do not want to reject the car. We chose it because we expected it to provide reliable, trouble-free motoring. However, if the fault cannot be permanently resolved, we will unfortunately have to consider our options.I would appreciate an explanation as to how a vehicle with an apparent parking sensor fault was delivered to us, why it has taken multiple visits to resolve what appears to be the same issue, and what Lookers Kia intends to do to recognise the inconvenience we have experienced and restore our confidence in the vehicle.Given the repeated journeys, time off work and ongoing disruption, I would also appreciate your consideration of an appropriate gesture of goodwill.I look forward to your response.

Customer Service and Resolutions Team,Lookers House,1st Floor, LookersStoke, Bede Road,Stoke-on-Trent,ST4 4GU1st July 2026Concerns regarding the servicing of NG21 JVJDear Lookers,Unfortunately, I feel that I should bring to your attention the concerns I had in trying to get my E Nero car serviced and M OT undertaken at Lookers Garage Dunston in GatesheadThe online booking appears to go smoothly, but when I came into the garage, I found that the computers were having issues. After clarifying the servicing and MOT required I left. Approximately three hours later I rang the service desk to see if the car was ready to pick up. I was answered by a service representative who didn’t give his name, but he said that the car was ready to pick up.When I got to the service desk, I was informed by another representative that the car was not ready as the MOT had not been done. She was unable to tell me how long it would take and I was very disappointed. Furthermore, I was not going to return that a later date for the MOT.I left the showroom for a short period of time to find something to eat and drink and returned to ask to see the manager 20 minutes later.Very kindly the manager, Mrs Louise Ruffell tried to listen to my concerns, but she explained that she had hearing issues and with the ambient noise. It was difficult to communicate my concerns. Furthermore, I did suggest that we go somewhere quieter, in a separate room where I could discuss the issue. However, there didn’t appear to be any facility, despite it appearing to have quite a large office less than 20 m away from where we were standing.During this time, I wasn’t given any real information as to how long it might take, it appeared to be in a queue and the facilities within the reception we are limited. Another customer warned me against using the coffee machine because the water was, in his words, dodgy?I also noted was sitting in reception, waiting, that you are a Motability centre.When I did return later in the day to pick the car up, the explanation of the servicing was different to that that I heard on the video taken by the technician earlier in the day, it may have only been a few millimetres on tyre wear but messages were not passed on satisfactorily.This, together with the previous history, I’ve had with the garage has left me with concerns and now I wonder where I can take my car, which I like very much indeed, for full services in the future?I also note that you are a Motability agent and I have concerns about clients who may be more disabled than myself, having to go through these issues.The issues here, initially are minor, however, I am concerned that people rely on the professionalism and expertise of the garage, but with difficulties in communication,Many thanks,Yours sincerely,Mr S G. Orritt

Hi i purchased the scratch cover for my vehicle and was told by Andrew clough that everything was covered i phoned when someone scratched my bonnet and wing and dent in roof to be told they were not covered thats not what we got told i then took it to kia Gateshead and asked for a price to repair it and they said they would get back hence this was February and still no word witch is unacceptable customer service and would like to raise this complaint my reg is Na74uup i would like a resolution to this as quick as possible as I feel like I have been miss sold this product

Subject: Formal complaint – engine oil overcharge on service invoices for LC16 YCJDear Lookers Kia Newcastle,I am writing to raise a formal complaint regarding charges for engine oil on two service invoices for my vehicle.Vehicle: Kia Sportage 2.0 CRDi KX-3 5-door AutomaticRegistration: LC16 YCJAccount number: C57030I have recently reviewed my service invoices and identified a discrepancy in the quantity of engine oil charged during services carried out by Lookers Kia Newcastle.Kia’s published engine oil capacity information for the 2016–2018 Kia Sportage QL 2.0 R Diesel states an engine oil capacity of 7.6 litres. This is also supported by my Lookers invoice dated 17/06/2022, when I was charged for exactly 7.60 litres of engine oil for this same vehicle.However, on my later service invoices dated 09/06/2023 and 07/11/2025, I was charged for two complete 5-litre units of engine oil on each occasion, totalling 10 litres per service.This means that approximately 2.4 litres more oil than the vehicle’s stated capacity was charged on each of those two services. On neither occasion was the unused balance returned to me, offered to me, or explained at the time of collection.For clarity, I have also reviewed my invoice dated 07/05/2024. No engine oil was charged on that invoice, so my complaint relates specifically to the oil charges on the 2023 and 2025 service invoices.The apparent unused oil charges are as follows:09/06/2023 service: £28.25 including VAT07/11/2025 service: £33.53 including VATTotal refund requested: £61.78 including VATI appreciate that your billing system may list oil in 5-litre units. However, this does not explain why I was charged for oil that was not used in my vehicle and was not supplied to me. It is particularly relevant that Lookers previously billed the actual 7.60-litre quantity for this same vehicle in 2022.I therefore request:A refund of £61.78, representing the apparent unused oil charged on the 2023 and 2025 service invoices; andAn explanation of why Lookers changed from charging the actual oil quantity of 7.60 litres in 2022 to charging for 10 litres on the subsequent oil services, without supplying or accounting for the unused remainder.I attach copies of the relevant invoices in support of my complaint.Please treat this as a formal complaint and provide your response within 14 days. Should the matter not be resolved satisfactorily, I will consider escalating it through the appropriate consumer advice or alternative dispute resolution route.Yours sincerely,Michael Mason

I had booked a service "while you wait" as I had things to do later in the day and you confirmed this via email.I arrived on time to be told you don't offer this service so would have to wait 3-4 hours!My wife couldn't afford to wait so we had to pay £15 for her to get an Uber home.I waited in your waiting area for 4 hours without a word. Deciding to go and ask, I was told that the car was ready. I think I'd still be there now if I hadn't chased it up myself as there was zero communication

Subject: Formal Complaint – VW T-Roc NG73 PZXDear Sir/Madam,I am writing to raise a formal complaint regarding my vehicle, a Volkswagen T-Roc (registration NG73 PZX), which was purchased from your dealership in September 2025.Shortly after purchase, we identified several issues with the vehicle, the most significant being a persistent rattling noise from the near-side front when changing gear or driving over uneven surfaces. This issue was reported within 6 weeks of purchasing the vehicle, and despite numerous attempts to seek resolution, remains unresolved to date.We initially attended Lookers Kia Dunston on multiple occasions to report these concerns. Each time, we were informed that the relevant salesperson was unavailable and that we would be contacted, which did not take place. I subsequently emailed Cameron Beattie on 7 November 2025, outlining our concerns and providing video evidence of the fault. Although a response was received, the issue itself was not addressed.Following this, we were advised by your dealership to contact Volkswagen directly, as the vehicle was still under warranty. We arranged an appointment with Volkswagen Silverlink Newcastle only available appointment was 21st December 2025, where a technician acknowledged the noise during a test drive and advised that a further inspection would be required.The vehicle was then booked in again in February 2026 as this was the next available appointment and retained for three days. We were subsequently informed that no fault had been identified and no further action would be taken, despite the issue persisting. We were advised to seek a second opinion.A further appointment was arranged with Volkswagen Scotswood Road on 7th May 2026 as this was the next available appointment. Again, the technician confirmed the presence of the noise during a test drive; however, we were then advised that this was “normal” and attributed to the type of gearbox fitted, supported by a manufacturer audio.This outcome is wholly unsatisfactory. The vehicle is approaching three years old but presents with a noise that is not consistent with expectations for a car of this age and value. Furthermore, the amount of time and effort spent attending multiple appointments, across different locations, is unacceptable.I am particularly disappointed with the lack of customer care demonstrated throughout this process, especially given that I have purchased my previous three vehicles through your Dunston dealership.Given that this issue was reported within weeks of purchase and remains unresolved, I am now seeking clarification on the options available to formally pursue this matter. This may include, but is not limited to, rejection of the vehicle, replacement, or an appropriate resolution under consumer legislation.I would appreciate a prompt response outlining your proposed course of action.

Dear Customer Services,I am writing to formally raise a complaint regarding the handling of my recent vehicle exchange enquiry following the purchase of my Ford Puma.I raised concerns regarding the vehicle very shortly after collection and requested to explore alternative options. Since then, I have found the process increasingly confusing and stressful, particularly in relation to the finance figures and the replacement options being discussed.I do not feel I have been given a clear explanation of:how the current figures are being calculatedhow my original part exchange/deposit has been accounted forwhy the replacement options available to me now appear significantly reduced compared to those discussed previouslyIn addition, I was advised by another dealership within the same company group that I should be able to return the vehicle and have my deposit returned. However, the information and options I am now being presented with appear very different, and I am struggling to understand the reasoning behind this.I also feel that many of the alternative vehicles suggested have not been comparable in terms of specification, comfort or suitability to what I originally discussed when raising my concerns.Given how quickly I raised the issue after taking delivery of the vehicle, I would appreciate this matter being reviewed by management and for a full clarification of my position and available options to be provided.I look forward to hearing from you.Kind regards,Jayne

My vehicle was damaged while in your workshop, resulting in a tyre needing replacement and a delay to collection. I was not proactively informed of the damage and only became aware after speaking with staff on Saturday morning.While the damaged tyre was replaced, the vehicle was returned with a significant tread difference across the front axle, despite the tyres previously being maintained as a matching pair. In addition, the replacement tyre was under-inflated, causing a tyre pressure warning to appear during my journey home on the A1.I requested that the corresponding front tyre also be replaced so that the vehicle could be returned to the condition it was in before the damage occurred while in your care. This request has been refused but the Lookers Kia.I am disappointed both by the handling of the incident and by the refusal to properly remedy the situation. I do not believe I should be left financially or practically disadvantaged following damage caused by the dealership.After requested to speak to a manager, I was hung up on and not called back.I would like the dealership to reconsider and replace the matching front tyre, or alternatively reimburse me for having this carried out independently.I dealt with:Steven Spurs - Service AdviserChris Hodgson

I purchased a 2021 Kia EV6 from Lookers Gateshead to be collected on 15/04/26. The car was not cleaned sufficiently, not even close to dealership standard. There was dirt along the car's skirt, as well as dirt in the driver and passenger footwell, and along the driver-side door trim. In addition, multiple deposits of rubbish (assumed to be from the previous owner) were found inside the glove box and under the boot mat in the rear of the vehicle. This included a used/dirty tupperwear lid, used baby wipes, a letter and a nappy bag (fortunately empty.) The boot also has a significant build up of what appears to be dog hair in the lining. This level of service from the sales side of the business is unacceptable and needs to be addressed.Remaining on focus with the sales experience; I was told the car was unable to be charged prior to my collection due to an outage onsite. I understood this and accepted this. What I fear may have actually happened is that the members of staff 'prepping' this vehicle were unable to charge the car due a fault which I found myself when trying to charge a car I just bought so I could actually use it. I had also noticed a warning message displayed on the dashboard (which hadn't been present on the test drive just a few days earlier) pointing to a parking sensor failure on the front of the vehicle. Keen to remedy these faults, I attempted to contact the salesperson which handled the purchase via email as we were within 24hrs of the transaction. The salesperson chose to ignore my attempt to contact rather than offer assistance or guide to a different department. This level of customer service is laughable.As a result of the ignored communications, I contacted the service department to seek resolution. I explained the situation, outlined the faults and requested resolution within my right to refund window. The agent understood but advised that the earliest appointment available for such a repair (in Gateshead) would be in June. Needless to say, waiting 2 months for a new car to be functioning as intended is not acceptable, hence I declined and requested an alternative resolution which would the car working much sooner. The agent recommended the Middlesborough dealership as they have much more availability for repairs at present. Whilst this wasn't ideal as Middlesborough is much further out of my way, I accepted as it seemed I had no other choice. This appointment was booked for 27/05/26. I then received a phone call from Middlesborough Ford on 22/05/26. The agent on the phone explained that Middlesborough would not even be able to repair the Kia as they are a Ford garage and that the appointment should never have been made, hence the appointment will be cancelled. Excellent.As a result of the cancelled appointment in Middlesborough, I then contacted Gateshead Kia again explaining that this issue needs resolving ASAP. I was told it would be several weeks before I could be booked in, initially. I requested the earliest available date, was placed on hold, and an earlier appointment did become available (30/04/26) however I would be required to leave the vehicle with them all day, and I would not be able to use a courtesy car. This has resulted in me taking a day off from work and (due to the location of the garage) having to pay for taxis to an from the garage (twice). Upon returning to my vehicle at around 4:30pm the same day, I am told no work has been done on the car, but 2 parts are on order for the issues. I could either leave the car there (and continue paying for taxis around as no loan vehicle was available) or collect the car and receive a call-back when the parts have arrived. I opted to take the car and await a call from the service department. I was told while on site, they expected the parts to come through the following day (01/05/26) and should expect the call then. The call did not come. I have had to contact the service team myself again on 07/05/26 (3 working days after my previous visit) to find out where the parts are. The agent on the phone advised me that the parts have arrived and I can be booked back in. I asked when the parts arrived, they informed me they came in 05/05/26, 2 working days prior to my call. They did not have an explanation as to why I have not been informed but this is negligence I have come to expect.I have now booked in my (hopefully) final appointment on 14/05/05, one month after the original purchase of the car.This kind of customer journey is absolutely unacceptable. Customers (myself included) part with significant sums of money to purchase through established and seemingly reputable dealerships, like yourselves. As a result of spending that money customers should expect competency, service and transparency. I fear this experience has me believing none of those 3 characteristics are present in your dealership.I wish to be contacted to discuss recompense for the significant stress, disappointment and loss of confidence cause by the mishandling of my car purchase. I would also like to request a full, professional-level valet of the vehicle which I was denied on purchase, or allow me to choose a provider of such a service and refund the cost of the valet.I look forward to hearing from you.

Good afternoonI purchased a Ford Focus ST Line registration NK21XRD in July 2025 on a PCP deal form Dunston Lookers Branch. Before taking out this deal, I confirmed with the salesman, Cameron Beattie, that this vehicle had a full service history. This was confirmed.However, following the purchase I was not sent any documentation relating to the service of the vehicle. The service portfolio I was given with the vehicle contained no records of any service, which is understandable give that electronic service records are now kept. The service portfolio advises that the service month for this vehicle is April. Given this, upon further inspection of the service portfolio missing any evidence of past services, and in advance of April 2026 I contacted Cameron regarding the services for which I was given no records and asked for them to be forwarded. I understand that this may have been missed when documentation was sent to me regarding the vehicle after purchase.I initially contacted Cameron about the service records by email on 21st March 2026. Following this I was informed that this information would come from a separate service department for which I was given contact details. On 23rd March 2026 I was sent the details of one service that the vehicle has had, dated 19/05/2025.Given that the service period for this vehicle is every 24 months or 18,000 miles, at least one other service should have been conducted on the vehicle. The service department have informed me that have no other record of a service.I have since relayed this information to Cameron, in an email dated 23rd March 2026 to which I received no response. On 24th March I called the Dunston Lookers Branch and spoke to Cameron, who informed me that he had emailed Ford direct for the full service history but had not yet heard back and I would have to wait until he had received this response. I am yet to hear back from this last update, and a further email sent chasing up this issue and asking for an update on the 7th April has been ignored with no response in relation to the service history.Yesterday, 11th April 2026, I emailed Cameron asking for details of his manager, forwarding the email chain asking multiple times for updates. To this email I quickly received a response providing details of the manager, Nathan Smith, claiming that my other emails had gone to his spam folder. My other emails landing in a spam folder seem a great coincidence considering no other emails to lookers or Cameron have had such issue. Nevertheless, still no update was provided about the full service history. A further email was sent to Cameron yesterday, asking yet again for an update surrounding the service history, once again this has been ignored.The lack of communication and missing evidence of a full service history is causing serious concern, I bought a vehicle from lookers and entered into a financial contract on the understanding this vehicle had a full service history, the lack of which will significantly impact on the future value of the vehicle.I have sought advice on this matter, and I am aware that this lack of a full service history infringes on the legal rights protected under the Consumer Rights Act 2015, the Consumer Credit Act 1974, and through Financial Conduct Authority (FCA) regulations.As previously, I understand that not receiving the full service history may be the result of a simple oversight which can be amended by sending the full history through now. I’ve checked my junk folder, I don’t seem to have anything there. However, the lack in recent communication and the lack of records held by the service department has raised the concern that such a full service history doesn’t exist and therefore the vehicle has been mis sold. Should this be the case, I will be taking this matter further.Given the advice I have sought, I require acknowledgement of the receipt of this email. Upon receipt of the full service history for this vehicle, no further action will be taken. However, should no response be received to this email before 18th April, 4 weeks since I contacted Cameron and therefore Lookers about this issue initially, and is ample time for a full service history to be sent to me, I will be seeking further advice on this matter and the necessary financial compensation.Please consider this email a formal complaint.RegardsMichael Ayre