cust broke down booked in and they were able to look at it on Monday. The cust has had no update since the vehicle has been there. the cust car is covered on the warranty and they would keep a cc for the cust, but has been told today that they wouldnt get a car. They ahve been told now that the diag hasnt been carried out. The cust is very confused as to what is happening.

I have a Primastar Reg. ND22PUV in for inspection of the gearbox and pulling to the left.I delivered the vehicle on Wednesday 1st July and was told it may take two days to get an opinion on the investigation.Wed 01/07/2026 17:47 I received an email from Lookers Carlisle with a video health check, of which I could not understand. After trying to telephone the Carlisle branch eventually someone answered the phone who new very little of the situation but thought that they were waiting for warranty authorisation for the gearbox.I sent an email to Pauline Threlfell Your Service Advisor at paulinethrelfell@lookers.co.uk Thursday 2nd July 09:33Hi PaulineThank you for the video of the safety check, could you please send a transcript of what the technician said because I didn’t understand a word of it.From what I have read tyres and discs require attention. I will deal with those issues at a later date.After a telephone call I gleam that the gearbox might have to be replaced under warranty, could you please give me a time scale for this, as I must rearrange workloads. Has the steering issue been investigated and if so the outcome.Kindest regardsSteveStephen CornwellManaging DirectorCumbria Mobility Ltd.25 Newtown RoadCarlisleCA2 7JA01228538383www.cumbriamobility.co.ukI have yet to receive a reply! I have rung the branch 5 times a day on 01228517500 using all options and varying my timeFriday NO answer kept ringing outMonday NO answer kept ringing out 5th attempt someone answered said they would look into it and call me back in 10 minutes. I am still waiting!Today Tuesday 7th July I have attempted to make contact with them 4 times by phone NO answer.As you can appreciate this is a commercial vehicle and workloads must be planned in advance, I now have a member of staff without a vehicle costing me money and no time scale to work with.Can you please get in touch with me so we can discus the situation.I am appalled at the lack of customer service standards Lookers are adopting

cust traded a vehicle in with you 1661EH PX65URD I20 Hyundi. The cust gave you the vehicle and also a payment £5,030.11 to complete the PCP deal on this vehicle. She then purchased Nissan Juke YD19RTX then the cust had her private plate attached. Cust then took out finance of £14,145.part ex was given £6,800 settlement figure of the original vehicle was £4,830.11., Balance for the finance was £7,145.00. enquirey no 4971983 completed 09.04.2019

Customer was initially told he'd be getting a courtesy car next week Monday whilst repairs were underway - so he decided to hire a car in the interim.To now be told it might not be available, but the person he spoke with was due to give him a call back a while ago to confirm but its not happened.Customer would like an urgent call back to confirm as he's mentioned the line's unreachable everytime he calls the dealership.

February, the cust car has been with them since 19/03, cust has now received a text message to say there is a service due and the cust is not sure if they are going to deliver the car on Monday and is frightened the service and mot is not carried out. The cust has tried on numerous occasions to speak to the dealership, this is the worst customer service he has ever received. Can you please contact the customer asap regarding the mot and service.

To whole it may concernThe service I have received from Carlisle is appalling! They had my pick up in for 5 months I have not received one call or any notification regarding any progress only to get a call saying it had been fixed but needs a mot. They canceled the hire car I had from enterprise on the 15th but only informed me it was repaired on the 28th now leaving me liableI would appreciate a call from a manager please.

I went back to get my car for Major service as promised after Lookers did a minor service when they were suppose to do the major service. Couple of points I would like to bring to your notice.1. Nothing in the car was moved. I also have a doubt whether they carried out the major service as the book was not even looked at or stamped and the mileage was wrongly put which was of the previous visit. I had to go back to get the car stamped after I went home.2. In your website it says when we have a service plan you do vaccum inside the car, that was not done. I told Mr Jamieson the day I dropped the car and he promised but did not get it done.I have a strong belief that the car was just cleaned from outside and returned back to me.

I am writing to make a formal complaint regarding the ongoing issues with our Volkswagen ID.3, purchased from Lookers Carlisle in December 2025.We first reported faults with the infotainment system several months ago, however despite repeated attempts to resolve the matter, we are still left with a vehicle that is not functioning correctly and no clear resolution or meaningful communication from anybody responsible for dealing with the issue.The problems with the vehicle include:the infotainment system repeatedly crashing and restarting;the vehicle unlocking itself overnight;the battery draining due to the infotainment turning on in the night.inability to reliably charge the vehicle to 80% because settings continually reset;inability to use the Volkswagen app due to the system faults as it doesn't connect.This is not a minor inconvenience. These are serious ongoing faults affecting the normal use, safety, and functionality of the vehicle.We are also extremely concerned to have been informed that the vehicle appears to have been fitted with the incorrect infotainment screen/system prior to our ownership. We have never modified the vehicle in any way since purchase.As confirmed by Lookers Darlington:the vehicle currently has screen part number 10A 919 605 M fitted, which is an ID.4/ID.5 fitment;the correct screen part number for this vehicle should be 10B 919 605.Since reporting the issue, we feel we have simply been passed between departments and dealerships with nobody taking ownership of resolving the matter. Lookers Darlington attempted a software update, however this did not fix the issue. We were then informed that Lookers Carlisle has now transitioned to Lloyd Motor Group and no longer has access to Lookers’ systems or records.Whilst we appreciate there may have been internal business changes, this should not become the customer’s problem. We purchased the vehicle in good faith from a main dealer and it is completely unacceptable that we are still chasing updates ourselves with no proper resolution in place.We are honestly shocked that, despite the seriousness of the faults and the length of time this has been ongoing, nobody has proactively contacted us with a clear plan to rectify the issue.At this stage, we expect:confirmation that the issue will be repaired at no cost to ourselves;a clear timescale for repair;direct contact from the appropriate manager handling the case; andappropriate support arrangements while the vehicle is being repaired if required.We would appreciate this matter now being treated with the urgency and seriousness it deserves.

Mr John Jamieson contacted my on Tuesday last week and got all details. He was to come back but he has not called me yet. I am trying the Carlisle branch but no one picks up the phone

I can only describe if you phone me. Your service staff are doing fraud, which might damage your brand.They have booked me again to resolve this, but I would have not known this fraud if the lady on the service was smart.