Hugo, made us feel comfortable and relaxed, showed us what was on offer without any hard sell.Great experience.

My complaint is with regards to a used vehicle purchased, and how the vehicle quality has been assessed.

You keep contacting me to advise my car needs a service. I no longer have the vehicle, yet there's no option on your emails to cease contact, and getting an email address for the branch is impossible.Please remove my details from your systemDV72 FEGStuart SmithOnce removed, please confirm that you have done so.

Dear Customer Relations / Branch Manager,I am writing to raise a formal complaint regarding my experience following the purchase of my vehicle from Lookers Nissan Carlisle.After purchasing the car, I noticed several issues, including:• The passenger-side heated seat not working• Rear windows not functioning properly• Problems with the radio frequently losing connectivityDue to personal family matters at the time, I did not address these faults immediately. However, I was under the clear impression when leaving the showroom that the car had been thoroughly inspected and was in full working order.Less than six months after purchase, the orange engine light appeared, followed shortly by the red warning light. I brought the car into the showroom and left it for diagnostic testing. I was later informed that repairs were required, with an estimated cost of around £500. I explained that I had purchased the extended warranty, but was told the repairs were not covered.When I questioned this and explained my concerns—given that I had not owned the vehicle long—I was told, quite bluntly, that it was my fault for not driving enough miles and for choosing a diesel car. I found this response patronising and unprofessional.Due to this experience, I took the vehicle to another trusted dealership for a second opinion. This garage is one of only two in Carlisle with the correct technology to carry out a full regeneration and advanced diagnostics on a Nissan vehicle. Their inspection identified multiple faults, resulting in an additional cost of £800 to myself. I was advised that, considering the age and mileage of the vehicle, these issues should not have been present.Only two weeks later, the same warning light appeared again. I returned to Nissan Carlisle for assistance, but once more, I was not offered a courtesy car—only a lift home, which we declined. When I explained the previous situation, the same adviser questioned the legitimacy of the diagnostics carried out by the other garage, claiming “no such thing exists.” I have since confirmed with a professional that this diagnostic method is valid and more in-depth than the one previously performed by Nissan Carlisle.I later contacted the dealership after receiving no update, and was told the car required a regeneration at a cost of £148, as the previous garage had not performed a full one. I explained that I was not happy to pay this, as I believe the vehicle was not fit for sale at the time of purchase.Additionally, I found the adviser’s tone again dismissive, implying that the problems were due to my driving habits—specifically questioning whether I only drive locally and suggesting the issues were my fault for not doing enough long journeys. At no point during the sales process was I informed that the vehicle would require regular long drives to remain in good condition or that it was unsuitable for mainly town driving. Had this been made clear, I would not have purchased the car. I have had to change my driving habits to keep the car in full running order.This situation has now left me without a vehicle for the second time, causing significant inconvenience to both myself and my family. The car has therefore not only been mis-sold for my intended use, but it was also sold with existing faults that have resulted in ongoing expense, frustration, and disruption.I am willing to work with you to reach a fair and reasonable solution to this matter before I escalate my complaint further. Please acknowledge receipt of this letter and confirm how you intend to resolve the situation.Yours sincerely,Diane Forrester7 Falcon MewsCarlisleCumbria07988671323

I would like someone to take ownership of this issue before I have no option than to take legal action. Our Nissan Navara has been with Lookers Carlisle since 8/9. The vehicle had been taken into the dealer on 3 occasions whilst in warranty to investigate bad starting/ idling issues, but according to them there was no fault...when the situation got much worse, I contacted Nissan UK who advised the first step was to have it " properly diagnosed" by the dealer before they could get involved ( despite it being apparently diagnosed previously on 3 occasions! ) it was booked in on 8/9 and within an hour the master technician came out to say " this is a mechanical fault not electrical as I first thought " and explained in detail that the injectors were dumping fuel back in when the vehicle was turned off so was having to burn off that fuel which in his own words " would explain the bad starting and idling issues " Eureka ..at last someone who knows his job we thought. I have evidence of each visit and the technicians findings on each of the visits...yet today during a conversation with the service manager he told me he has no record of any of this !!?? or a new battery being fitted on the first visit !! I have now been told that Nissan UK will pay 50% of the cost of new injectors with the remaining £2400 to be paid for by us !!! They FAILED to diagnose the faulty injectors when the vehicle was in warranty. If the full cost of this work is not covered by Nissan or Lookers we have no option but to instruct a solicitor to commence legal action. The vehicle was bought new from the dealership, paid for outright and has been fully serviced by them and covered just 44500 miles, has never been used as a work vehicle and never had anything but premium fuel in the tank. I have enough to deal with as my wife is currently awaiting major heart surgery and this has gone on too long. I even have evidence of previous faults codes simply being cleared, and the vehicle damaged on two occasions whilst under the so called care of the garage. I want this resolved and our vehicle returned running as it should do, not as it has done over the past two years. Colin Bryers. Nissan Navara LB05 OLB ( original reg ND69 AXJ.

Good afternoon Jason,We hope this email finds you well.Please see the details below of a complaint that has been raised against one of your sites.Raised by Customer: CLMGarage Name: Lookers Nissan Renault CarlisleGarage Postcode: CA1 2URDate of Complaint: 11/09/2025Vehicle Registration: NV21YKMAreas for Investigation: Poor WorkmanshipNature of Complaint:Our customer CLM has reported that the subject vehicle attended your site for an airbag fault to be repairered, however, shortly after the return of the vehicle, the centre of the steering wheel containing the airbag dropped out whilst being driven. I understand that the customer has spoken with site directly to arrange for the vehicle to be returned for this to be rectified, this work has been scheduled for the 18/09. However, due to the issue with the vehicle, this cannot be driven and as such they are incurring fees for a hire vehicle whilst this is off road.The client is asking for compensation due to the poor workmanship, and has specifically asked for the Dealership to cover the hire vehicle cost that they are currently incurring.As it stands, the cost for the hire is £1,440.60 inc VAT. This is for the full hire duration of 25 days, which ends on the 26/09/2025.Could you please review this and come back to us with your response, we would appreciate your input on the reported events, and your proposed solutions to prevent re-occurrences of this nature.Please add any supporting documentation as an attachment to this email.Thank you in advance for your prompt response, we look forward to hearing from you.Fleet Assist has a 5-day SLA in place with our mutual customers to resolve any concerns raised and therefore we would appreciate a response to this email within 24 hours.Kind Regards,Beth

Always a warm welcome from Hugo and his trainee.

Met all my needs on the day

Excellent set from Hugo in sales department.

Always very helpful staff and courteous.