We returned our Niro as agreed within 24 hours of accepting the offer from Josh Deaville on Tuesday 12th May and we were told our refund would be with us on return of our acceptance. We are still waiting for it. 9 days later. The communication has been absolutely shocking and we have had no replies to our emails or returns to our multiple phone calls. We are going to escalate this further if the money is not back in our account by the end of tomorrow (Friday 22nd May).

Dear Lookers Vehicle Complaints Team,I am writing to raise a formal complaint regarding the handling of my warranty matter by Emma Scott from Lookers UK - Stockport in relation to my Kia Sportage, registration LF69 XLK, which was purchased as a Kia Approved Used vehicle from Lookers UK - Chester.Please find attached the following supporting documents:1. KIA Warranty Certificate – LF69 XLK2. Email correspondence from Lookers regarding the vehicle purchase/warranty positionThe KIA Warranty Certificate confirms that the vehicle is registered under KIA warranty arrangements and specifically shows “KIA Approved Top Ups” with cover running from 02 September 2026 to 01 February 2028, with a single claim limit of £15,999.Following Emma Scott’s refusal to accept the confirmation provided by her sales colleague, Werner Hofmann of Lookers UK Chester, and her refusal to accept the extended warranty certificate provided to me at the time of purchase, I contacted Kia UK Customer Care directly under case reference KMUK2535144, and KIA UK confirmed the following:“All KIA Approved Used cars come with an exclusive 7-year warranty from the day you drive yours away, regardless of the original warranty start date.”I do not know what further evidence Emma Scott requires in order to accept that the vehicle is covered under warranty until 1 February 2028. I have provided the warranty certificate, the original Lookers sales confirmation, and Kia UK’s own confirmation. I therefore ask Lookers to formally review this matter and confirm, in writing, that the vehicle is covered under the Kia Approved Used warranty arrangement until 1 February 2028.In addition, I am very concerned about the practical impact on my family. This is our only family car, yet Emma Scott has advised that we would need to leave the vehicle with Lookers UK Stockport for approximately six months before it can even be diagnosed. I do not understand why a family should be left without their only car for six months merely for the vehicle to be diagnosed. Before relocating to Manchester, we were dealing with TMS Kia in Loughborough, who were very helpful and had already discussed the issue with Kia. They had recommended and progressed the appropriate process, including an engine strip-down to diagnose the oil consumption issue. However, because we have now relocated to Manchester, we have been directed to Lookers UK Stockport, where Emma Scott has advised that the vehicle would need to be held for six months before the engine is stripped and diagnosed. This delay is unreasonable and causes significant hardship, particularly as the vehicle is suffering from serious oil consumption and is required for daily family use.I would therefore ask Lookers to urgently review whether the vehicle can be diagnosed much sooner, as a six-month delay is extremely unreasonable and would certainly affect our confidence in dealing with Kia and Lookers again in the future.In my case, the selling dealership was Lookers UK, and I was informed at the time of purchase that the vehicle would benefit from a fresh 7-year warranty from the date of purchase. This was a key part of the agreement and my understanding when purchasing the vehicle as a KIA Approved Used car.I respectfully request that Lookers:Investigate the handling of this matter by Emma Scott.Correct the warranty records to reflect the Kia Approved Used warranty position.Confirm that the claim will be reviewed under the correct Approved Used warranty arrangement.Arrange for the required investigation and engine strip-down to proceed without further delay.Explain why I have been advised that the vehicle must remain with Lookers Stockport for approximately six months before diagnosis.Confirm what alternative arrangements can be made, including an earlier diagnosis appointment or a suitable courtesy car, as this is our only family vehicle.Confirm in writing the correct warranty position and the next steps.I would appreciate this complaint being acknowledged and investigated formally under Lookers’ complaints procedure.Kind regards,Mohamed Malek07449 719490From: Mohamed MalekSent: 13 May 2026 21:49To: Emma ScottSubject: Re: LF69XLKHi Emma, Please see below the response received from KIA UK Customer Care under case reference KMUK2535144.KIA UK have confirmed that:“All KIA Approved Used cars come with an exclusive 7-year warranty from the day you drive yours away, regardless of the original warranty start date.”They have also confirmed that the extended warranty is established through the selling dealership’s own warranty administrative partners, and that any warranty claim within the valid extended warranty should be reviewed accordingly.I would therefore be grateful if you could please update and correct the records to ensure they fully align with the KIA Approved Used warranty position, and with the extended warranty confirmation provided by Lookers UK at the time of purchase.I would also be grateful if you could confirm that the vehicle’s warranty cover is correctly recorded as valid until February 2028, as shown on:• the warranty certificate provided to me by Lookers UK• email from Lookers UK at the time of purchase• and recent email from KIA UK confirming 7-years warranty from the date I drive away not from the original starting date.Kind regards,Mohamed Malek________________________________________From: Mohamed MalekSent: Tuesday, May 12, 2026 1:17 PMTo: Emma ScottSubject: RE: LF69XLKHi Emma, Sorry, I missed your call as I was on another line.Please proceed with the oil and filter replacement as recommended. The parts are all in the boot of the car, including the recommended KIA oil and genuine KIA filters.I would be grateful if you could review the attached KIA Warranty Certificate for LF69XLK. The certificate confirms that the vehicle was registered under the KIA warranty products following my purchase, including “KIA Approved Top Ups”, with an expiry date of 01 February 2028.I would also be grateful if you could review the attached email from Mr Werner Hofmann at Lookers UK. At the time of purchase, he confirmed that the vehicle came with a full 7-year warranty from the date of purchase. In other words, the vehicle was sold to me with an additional 17 months’ warranty beyond the date it was first registered in September 2019.The vehicle was sold to me by Lookers UK as a KIA Approved Used vehicle with additional warranty cover beyond the original manufacturer warranty period. I would therefore be grateful if the warranty position could be reviewed and clearly recorded before any warranty concern is treated as declined or uncertain.I would also appreciate it if you could arrange the engine strip-down appointment at the very earliest opportunity, or place the vehicle on any cancellation list available. The vehicle is currently burning a significant amount of oil every day and, as this is our family car, we are struggling with the situation.Thank you for your assistance and understanding.B.RMohamed Malek07449 719490From: Emma ScottSent: 12 May 2026 13:01To: Mohamed MalekSubject: RE: LF69XLKI have attempted to contact you regarding this repair. Please confirm whether you would like to proceed with the oil and filter replacement, as this will need to be treated as a new investigation.With regard to the warranty concern you have raised with KIA, they will not consider the claim until the engine has been stripped and inspected. Please note that this process would incur a charge of £1,000.The warranty is with the vehicle not from when the vehicle was purchased therefore the first service would be listed as late no matter who owner the vehicle at that time.At this stage, we would recommend proceeding with an oil and filter replacement today. Following this, we advise that you drive the vehicle for approximately 1,000 miles, or until the oil warning light appears on the dashboard.Thereafter, the vehicle would need to remain with us until work can commence. As previously advised, the earliest availability for this would be in approximately six months.Emma ScottSenior Service AdvisorLookers KIA StockportSt Marys Way | Stockport | SK1 2HUT: 0161 333 3351lookers.co.uk/KIAFrom: Mohamed MalekSent: 12 May 2026 12:47To: Emma ScottSubject: RE: LF69XLKExternal Sender: Confirm legitimacy before acting.Hi Emma, thanks for your message.I would be grateful if we could proceed with booking the next available appointment for the engine strip investigation, or at least secure the earliest available slot in the workshop diary.I had already sought to book the vehicle in for the required engine strip-down investigation, or at least to obtain an appointment for this to be carried out. KIA Loughborough had already recommended the same process and ultimately agreed to book the vehicle in for an engine strip-down investigation, namely: “Following this, the vehicle will need to be driven for approximately 1,000 miles, or alternatively returned to us as soon as the oil warning light reappears on the dashboard.”. (Attached email from KIA Loughborough)The reason I am now returning to Lookers UK is that the vehicle was purchased from Lookers as a KIA Approved Used vehicle, and the vehicle has since been relocated from the East Midlands to Manchester.KIA Loughborough did not raise the warranty concern mentioned in your email. My understanding is that the vehicle was purchased as a KIA Approved Used vehicle, and I was advised by Mr Werner Hofmann from Lookers UK that a fresh 7-year warranty would apply from the date of purchase. Lookers, from whom I purchased the vehicle, have also previously confirmed to me that this 7-year warranty would be honoured from the purchase date. (Attached email from Lookers UK)I also note your comments regarding the first service being carried out later than KIA’s recommended schedule. However, as you correctly mentioned, this was before I owned the vehicle. If this may affect the warranty position, I would be grateful if this could be clearly recorded and raised with KIA as part of the assessment, particularly as the vehicle was sold to me as an Approved Used vehicle by Lookers UK.Thank you for your understanding and consideration. I would be grateful if you could confirm the earliest available appointment and whether there is any cancellation list available, given the current 6–8 month waiting time is too long when the car is burning oil everyday whilst under KIA warranty.B.RMohamed Malek07449 719490From: Emma ScottSent: 12 May 2026 12:25To: mohamed.malek@live.comSubject: LF69XLKGood afternoon,Thank you for your time today.As discussed, we would first need to carry out an oil and filter replacement. Following this, the vehicle will need to be driven for approximately 1,000 miles, or alternatively returned to us as soon as the oil warning light reappears on the dashboard.At that stage, the vehicle would require an engine strip investigation. The cost for this procedure is £1,000, after which we would be able to submit our findings to KIA for assessment to determine whether the issue would qualify as a warranty claim due to a manufacturing defect.However, as discussed during our phone conversation, the vehicle’s first service was completed three months later than the manufacturer’s recommended schedule. KIA services are required every 12 months or 10,000 miles, whichever comes first. The vehicle was first registered in September 2019, and the first service was not completed until 11 December 2020. Unfortunately, even though you did not own the vehicle at that time, KIA may still decline any warranty claim due to the missed service interval.My colleague also mentioned that the vehicle had previously been investigated by another dealer. Were you advised of this issue during that visit? Additionally, we would strongly recommend contacting the dealer from whom you purchased the vehicle, as this should have been disclosed at the point of sale.Finally, should you wish to proceed with the engine strip investigation, please note that our current waiting time is approximately six to eight months due to the volume of ongoing repairs already booked into our workshop.Kind regards,Emma ScottSenior Service AdvisorLookers KIA StockportSt Marys Way | Stockport | SK1 2HUT: 0161 333 3351lookers.co.uk/KIA

Dear Lookers Vehicle Complaints Team,I am writing to raise a formal complaint regarding the handling of my warranty matter by Emma Scott from Lookers UK - Stockport in relation to my Kia Sportage, registration LF69 XLK, which was purchased as a Kia Approved Used vehicle from Lookers UK - Chester.Please find attached the following supporting documents:1. KIA Warranty Certificate – LF69 XLK2. Email correspondence from Lookers regarding the vehicle purchase/warranty positionThe KIA Warranty Certificate confirms that the vehicle is registered under KIA warranty arrangements and specifically shows “KIA Approved Top Ups” with cover running from 02 September 2026 to 01 February 2028, with a single claim limit of £15,999.Following Emma Scott’s refusal to accept the confirmation provided by her sales colleague, Werner Hofmann of Lookers UK Chester, and her refusal to accept the extended warranty certificate provided to me at the time of purchase, I contacted Kia UK Customer Care directly under case reference KMUK2535144, and KIA UK confirmed the following:“All KIA Approved Used cars come with an exclusive 7-year warranty from the day you drive yours away, regardless of the original warranty start date.”I do not know what further evidence Emma Scott requires in order to accept that the vehicle is covered under warranty until 1 February 2028. I have provided the warranty certificate, the original Lookers sales confirmation, and Kia UK’s own confirmation. I therefore ask Lookers to formally review this matter and confirm, in writing, that the vehicle is covered under the Kia Approved Used warranty arrangement until 1 February 2028.In addition, I am very concerned about the practical impact on my family. This is our only family car, yet Emma Scott has advised that we would need to leave the vehicle with Lookers UK Stockport for approximately six months before it can even be diagnosed. I do not understand why a family should be left without their only car for six months merely for the vehicle to be diagnosed. Before relocating to Manchester, we were dealing with TMS Kia in Loughborough, who were very helpful and had already discussed the issue with Kia. They had recommended and progressed the appropriate process, including an engine strip-down to diagnose the oil consumption issue. However, because we have now relocated to Manchester, we have been directed to Lookers UK Stockport, where Emma Scott has advised that the vehicle would need to be held for six months before the engine is stripped and diagnosed. This delay is unreasonable and causes significant hardship, particularly as the vehicle is suffering from serious oil consumption and is required for daily family use.I would therefore ask Lookers to urgently review whether the vehicle can be diagnosed much sooner, as a six-month delay is extremely unreasonable and would certainly affect our confidence in dealing with Kia and Lookers again in the future.In my case, the selling dealership was Lookers UK, and I was informed at the time of purchase that the vehicle would benefit from a fresh 7-year warranty from the date of purchase. This was a key part of the agreement and my understanding when purchasing the vehicle as a KIA Approved Used car.I respectfully request that Lookers:Investigate the handling of this matter by Emma Scott.Correct the warranty records to reflect the Kia Approved Used warranty position.Confirm that the claim will be reviewed under the correct Approved Used warranty arrangement.Arrange for the required investigation and engine strip-down to proceed without further delay.Explain why I have been advised that the vehicle must remain with Lookers Stockport for approximately six months before diagnosis.Confirm what alternative arrangements can be made, including an earlier diagnosis appointment or a suitable courtesy car, as this is our only family vehicle.Confirm in writing the correct warranty position and the next steps.I would appreciate this complaint being acknowledged and investigated formally under Lookers’ complaints procedure.Kind regards,Mohamed Malek07449 719490

Hello,My car a Kia Niro EV (EJ22 XDH) was booked in for a diagnostic on 28 April 2026.I had raised this concern with a live chat agent shortly afterwards, however I've not heard anything since, so just want to raise this formally to ensure it's tracked and processed properly.Upon picking up my car, I gave it a thorough inspection and noticed that £15 cash was missing from the storage area under the armrest. This was in the form of a £10 and a £5 note. This cash was definitely there as I always keep spare cash in my car.Although the value isn't material, one does not expect to leave their vehicle at a reputable dealership and to find things missing upon its return.Please could this be properly investigated as a matter of urgency, especially since I have heard nothing since 6 May, which is when I received a call from the Dealership whom were investigating.

Dear Josh,Thank you for your email.I have set out the details below.We paid an amount of £250.00 by Debit card to place the order for the Kia Sportage on 23/12/25. Jourdan Edwards advised that this would be refundable once the agreement was in place and we were ready to collect the car.The amount of £4000 was taken by you from the sale of our Hyundai Tucson ML71 FTK to you, and the finance on this vehicle was then to be settled by yourselves. The settlement figure was calculated at the point of us placing an order for the Sportage, and was confirmed as £2,886.31. This is shown in your Vehicle Order & Agreement dated 23/12/25.By the time we collected the Sportage, a further payment of £588.14 had been collected by Hyundai Finance against the Hyundai Tucson.This then reduced the settlement figure to £2,298.17 as shown in your revised Vehicle Order & Agreement dated 15/1/26.Upon collection of the vehicle, we spoke to Jourdan regarding the £250.00 refundable payment and also the additional payment of £588.14 which had been collected by Hyundai Finance.He advised that rather than refund the amounts and have to re-do the paperwork, he would deduct the total amount, being £838.14 from our future payments, which we agreed to do.However, given that we are now no longer responsible for those payments and the amounts paid to Kia Finance have been refunded to them, that amount has nowhere to be deducted from and is therefore due back to us in full.I refer at this point to page 10, sections 6.4 - 6.7 of Lookers Standard Terms & Conditions of Contract, which states:6.4 - "If the customer exercises the right to cancel, the company will reimburse all payments received for the relevant cancelled goods or services. The company may make a deduction from the reimbursement for any loss in value of the Vehicle or other goods supplied if the loss is because of unnecessary handling by the customer"6.5 - "Any reimbursement will be made not later than 14 days after the day the company received back from the customer any vehicle supplied or (if earlier) 14 days after the day the customer provides evidence that the customer has returned the vehicle"6.6 - "The company will make reimbursement using the same means of payment as the customer used for the initial transaction unless the customer has expressly agreed otherwise"6.7 - "The customer will not incur any fees as a result of any reimbursement (other than any deduction as referred to in conditions 6.4 and 6.10".Copies of all paperwork mentioned above are attached below for your reference.We are requesting nothing more from you than to be placed back in the same financial position that we were in prior to agreeing to purchase the Sportage.Given the amount of stress and upset that this has caused, and the time spent in dealing with the situation, we feel that we are being more than fair and expect the same from Lookers Stockport Kia in order to draw a line under this matter.For transparency, we have also copied Kia Finance, who have been most helpful, into this email. We have also copied in Lookers Head Office for reference and we await your reply.Kind regards,Kerry & Steve Farmery

I had a test drive cancelled twice and then a 1 hour window offered on the day available. Surely you should have a vehicle for test drives and another for services?I have gone to a different garage.

No one contacted for test drive, still waiting. Apparently no one is interested.

Was contacted straight away and helped with my request.

Date: 10 May 2026LETTER BEFORE ACTION: Breach of Contract – Ford Mustang Mach-E (PJ22XJK)Dear Mr. Innes,I am writing regarding the purchase of the Ford Mustang Mach-E (Reg: PJ22XJK). I am formally disputing your dealership's refusal to honour the agreed price of £14,962.The Facts of the Agreement:1. The Offer: The vehicle was displayed on-site at your Stockport dealership at the price of £14,962. I have video and photographic evidence of this pricing.2. The Acceptance: I provided my confirmation of this price in writing via email. Your salesperson explicitly read my written confirmation back to me, confirmed his agreement with the price, and proceeded to "raise the invoice."3. The Consideration: A deposit was paid and accepted by Lookers to secure the car at that specific price.Legal Position:A legally binding contract was formed at the moment the deposit was taken following the salesperson’s verbal and written confirmation. Under the Consumer Rights Act 2015, pre-contractual information (the display price) becomes a term of the contract once a consumer relies upon it.I am aware that Lookers is now claiming a "mistake" based on a higher online price. I do not accept this as a valid basis to void the contract for the following reasons:• The Objective Test: Your agent (the salesperson) acted in a way that confirmed a deal was struck.• No Obvious Error: £14,962 is a realistic market price for a 2021/22 model with 70,000 miles. It is not an "obvious mistake" (such as a decimal point error) that would allow a trader to rescind an offer.• Unfair Trading: Attempting to hike the price after a deposit is taken is a "misleading action" under the Consumer Protection from Unfair Trading Regulations 2008.Required Resolution:I require you to honour the contract and sell the vehicle to me at the agreed price of £14,962.Notice of Escalation:If I do not receive confirmation that you will honour the original price by 5:00 PM on 12th May, I will:1. File a formal dispute with The Motor Ombudsman under the Vehicle Sales Code.2. Report the dealership to Trading Standards for misleading pricing practices.3. Commence proceedings in the County Court for an order of Specific Performance or, in the alternative, damages for "Loss of Bargain" (the £647 difference plus costs).I would prefer to resolve this professionally and complete the purchase as originally agreed. I look forward to your immediate response.Yours sincerely,Peter Nicholls07801 742531

My car was booked in for a service on Thursday 7th May at 08:30.When I arrived I was told that I hadn’t booked a service.I showed the text I received from Lookers to confirm and was told that it was my leasing company’s text and not Lookers.I rebooked and went home.When I got home I found the email confirmation which was clearly from Lookers Stockport.I have since made several calls to get this resolved and no one has called me back. I did miss a call whilst I was speaking to someone from your call centre and Amy at the call centre reassured me that I would receive a call again.I tried twice more with no response