Hi there .I’m emailing you today to lodge a complaint .On the 10/2/26 I went into your Lookers Gateshead branch to have a look around and ended up talking to your salesman Tom Gulliver and we went into your sales building and found what I was after on your website , the car being a black Ford Focus / reg ML72LDZ this was in your Braintree branch. I paid £250 deposit and the car was brought up to Gateshead I arranged for a test drive on the 14/2/26 , I took pictures of the car for my reference . I agreed to buy the car and mentioned to Tom that there was 2 prominent dents on the bodywork and he agreed to get this sorted ,also the car hadn’t been valeted so it was difficult to check the whole car for other damage ? It was also agreed to replace the interior arm rest as this had been damaged before I ever seen the car . There was plenty emails and phone calls to arrange for this to go ahead ?On the 18/02/26 I took delivery of my new car , the whole handover experience was poor ! And the car hadn’t been valeted as promised ? I asked why would you sell a car and hand it over in the state it was in ? I was told the valeters were too busy to do my car ? Toms attitude wasn’t the best over it . I took the car away and had it valeted at my own cost a week later due to my work commitments and I sent several emails to Tom that went unanswered as well as phone calls that got ignored even after Toms colleagues passing on that is like to speak to him several times ? I got lucky on one occasion and told Tom about damage to the front offside headlight and surrounding area ? I emailed him pictures which I had taken on the day of the test drive of this damage and he said he would sort it ?The car was taken into the workshop on the 31/3/26 to have the armrest changed and to address the headlight issue out and a dent in the bonnet sorted out ? I got a call to say the car would be ready on the 2/4/26 . I arranged to pick it up late on the said day ? The armrest had been changed and the body work around the headlight had been carried out . The car wasunvaleted yet again and I went into the office and seen Chris from service to explain again that the car was to be valeted ? I actually got Chris to come outside and showed him the headlight damage and he said he’d speak to Nathan Smith about the issue ? I had a courtesy car and left without my car and was told it would be ready again on Saturday 4/4/26 I went for 8am opening ? The girl in the office couldn’t find my car keys and I had to sit till 9am for some one to come in to get them ? Chris and Nathan were off and there was no one to take this up with ? The headlight was still the same however the girl did say they had realigned the bodywork around the headlight and she couldn’t help me with anything else ? I took the car and left .I don’t understand how your pre delivery checks didn’t pick this up with all the checks it’s meant to under go ?My wishes are that the headlight be replaced ?I have had past great service buying cars from Lookers over the years and I’m very disappointed that this issue is going nowhere ?I respectfully ask for this to be looked into please .Kind regardsAnthony Derrick ….

Excellent professional service from Mike Heslop during our recent purchase of a. 2 lt Wildtrak. He provided much appreciated tips during test drive and on collection the vehicle was presented immaculately. The whole process was very easy .

We are Marquis Motorhomes & Caravans and one of our vans was vandalised whilstin your care, it had numerous parts stolen. We have provided you with an estimate forthe repairs and have been waiting over a month for your authorisation to order the stolenitems & repair the motorhome.