reserved a car £250 on 06.06.26 Spoke with Craig Phillips. Reservation made on line. Cust had to travel 3 hours so wanting to make sure everything was okay. The cust find something local and due to lack of communication, called and emailed advised they weren't going through with the deal. 15-06-26 asked for the deposit, would process when he can. Then never heard anything, called and they were going to get in touch with Craig. Asked for acknowledgment of the refund and the cust still hasnt received the refund.Payment booked under Jitesh Panchel

Dear Service Manager,I am writing to express my extreme dissatisfaction with the standard of service I received from Lookers Nissan Chester following the recent work carried out on my Nissan Qashqai under Invoice No. 13368135 on Friday 26/06/26.When I collected my vehicle, I was shocked by the condition in which it had been returned. The interior had been left dirty, several interior panels had not been refitted correctly, and the rear seats had been folded down and left that way. More concerning, it was evident that the bag I keep in the boot had been moved and looked through. Whether this was intentional or incidental, it is completely unacceptable and has left me with very little confidence in the care and respect shown towards my vehicle and my personal belongings. I had no choice but to leave as I had a prior appointment.Although the sonar control unit has been replaced, the rear parking buzzer is now significantly quieter than it was before the repair. While it technically functions, it is clearly not operating as it did previously and does not provide the same level of audible warning. Your complimentary check list provided has a tick next to the battery, clearly this was not actually checked.My dissatisfaction does not end there. Following the work carried out by your workshop, I suffered a breakdown and was forced to call out the RAC. Their technician advised that the battery had insufficient charge, which they believed was likely the result of the work undertaken by your technician. Whilst the battery could have been temporarily recharged, the RAC technician advised that the problem was likely to reoccur and recommended replacement. Consequently, I had no option but to purchase a new battery at a cost of £279.99.Furthermore, since my vehicle was returned from your garage on Friday, it has developed an entirely new fault whereby it is unlocking itself and, on occasions, all of the windows are lowering without any input from me. I can categorically state that this is not caused by accidental operation of the key fob or any other user error. This issue did not exist before my vehicle was in your care and raises serious concerns about the quality of the work carried out.To add to my disappointment, whilst waiting at your premises I overheard members of your staff openly complaining about customers in a public area. This is highly unprofessional and reflects poorly on your dealership. Customers should be treated with respect, and conversations of that nature should never take place where they can be overheard.Given the circumstances, I believe it is entirely reasonable for Lookers Nissan Chester to reimburse me £279.99 9 (a receipt can be provided) representing the cost of replacing the battery, as the failure appears to have been directly attributable to your workshop's actions.I trust you will treat this complaint with the seriousness it deserves. I ask that you provide a full written response within 7 days of the date of this complaint (28/06/26), setting out how you intend to resolve these matters, including reimbursement of the battery cost immediately and without question. I am afraid that I have lost all faith in your garage and will take by business elsewhere in the future but want the cost of myy battery back. Should I not receive a satisfactory response within that timeframe, I will have no hesitation in escalating my complaint to Nissan GB Customer Services and, if necessary, pursuing the matter further through the appropriate consumer dispute resolution channels.I look forward to your prompt response and to a resolution that restores some confidence in your dealership.Yours faithfully,Mr P Jones

I visited Chester Nissan on Saturday 27/06/2026, I had seen a Qashqai advertised with the summer reduction of £1000, I spoke to a young salesman called Jordon and he was insisting that the offer had finished on Monday 22/06/2026, I told him it had been extended to which he replied “you must have misread it”, when you run a promotion you should make sure the staff are fully aware of the information you put out, I was disappointed with the level of customer service I received and have decided to continue my search at another Nissan dealership.

I have called Lookers to discuss an issue and was told someone would call me back which hasnt happened we are raising a complaint regarding the brake shims that were recently replaced by your dealership ( Chester) due to a squealing noise when braking.Unfortunately, after collecting the vehicle, the noise is still present and has not been resolved.I have since discovered that the brake shims had already been replaced just two weeks earlier by another Nissan dealership in Liverpool during the vehicle's routine service.Given that the shims were only two weeks old, I would like to understand why they were replaced again?I am also concerned about the apparent lack of communication between Nissan dealerships, as this information should have been available when diagnosing the issue.Most importantly, despite the replacement of the brake shims on two separate occasions, the original problem remains unresolved and we are still experiencing squeaking brakes.I would appreciate an explanation for the repeated replacement of the shims, clarification on why the previous work carried out in Liverpool was not identified, and details of what further action will be taken to rectify the ongoing braking noise.I look forward to your prompt response.Can someone get in touch with us ASAP to arrange to have this fixed.Kind regards,TautvydasSmile Design Lab LtdUnit 9 Flexspace Business CentreNorth Road, Ellesmere PortCheshire CH65 1AEwww.SmileDesignLab.co.ukt. 0151 345 0602m. 0771 7171 437

The Motoring Ombudsman have provided a final adjudication against Lookers Chester and they had 14 days from the 30th April to comply with providing a refund (Tracey Davies contact at Lookers, Ref BN18BZO). I am still awaiting a refund and will request that TMO suspend Lookers business accreditation as they have not complied with a final adjudication. If I do not receive payment within 7 days I will refer this matter to the small claims track of the County Court

Cust should have had the car delivered on Monday 15.06.26. The cust is now with out a car and is not happy. can this be looked into

I am writing to express my disappointment following my visit to Chester yesterday for MOT and service of my QashqaiLast year I brought my car in for Major Service and MOT at 10.30 and was on my way home at 2.30. I assumed this would be similar and booked in at 9.45 to be told the car would be done by 5, I assumed that was your standard comment but hoped to be completed earlier.I was asked if I would like to check in earlier so did so at home. At this point I agreed to take the aircon recharge deal. I also asked in the comments box if my display panel could be checked as it randomly switches off and resets, resulting in having to re-input ant destination information.As I live 30 miles away I left the car and went by bus to Chester to await your call. As I had heard nothing I returned to your premises at 3pm and assumed that the car would be completed. I was told it would be done by five and asked to sit in the waiting area. I was then PHONED from 20 feet away to say it would be an hour. Over an hour later, 4.40, I was presented with the paperwork and upon asking if the air con was done to be told no because I booked it on line but I hadn’t been charged for it! On my way home the display again went off - so that had also not been attended to.All in all not really a very good day and now I am looking at the prospect of wasting another whole day whilst you sort this out and 60 miles journeying.Why do you ask customers to check in prior to coming and then ignore what they ask you to do?Mike Elliott

Hello,I did have a missed call off you yesterday,I've rang back a couple of times with no luck. The refund hasn't come through as of yet.Many thanksAmy sharp

To the Lookers Customer Relations Team,I am writing to log an official, formal complaint regarding the unacceptable level of service, lack of care, and subsequent distress I have experienced at the hands of your dealership at Lookers Chester.As a Motability customer, I rely entirely on my vehicle for my disabled daughters independence, transport to appointments, school, leisure activities and daily well-being. The treatment I have received from Lookers has completely failed to meet the standards expected of a regulated business, particularly under the Financial Conduct Authority’s (FCA) Consumer Duty guidelines regarding the fair treatment of vulnerable customers.The Specific Details of My Complaint Are:CAR REPAIRS• My Motability car displayed a warning light on Monday 13th April, I called Lookers Chester to book repairs and was told 6th June was the earliest they could fit me in. Motability advised me to call RAC who told me it wasn't safe to drive in case it brokedown and towed it to Lookers who then said it could be fixed within 3 weeks. Somewhat different to the date they had offered me• I was then advised on week 2 once by tel and once in person from Lookers it was going on the ramps that week. It didn't and I wasn't advised. When i asked there was no date provide as to when it would be. I finally got my car back 12 May. The time it took to repair has caused me no end of problems and the vagueness in communciation as to when it would be ready has made it very difficult to organise and make plans .• Nissan have closed their Prenton and Liverpool dealerships making this a nearly 50 miles round trip to visit the Chester dealership with the associated time, inconvenience and expense that incurs. Unlike other dealerships, Lookers do not offer a drop off / pick up service and the inevitable impact on the speed of service from Chester after the closure of Liverpool and Prenton dealerships I think is something you should consider given the Motability customer base you are serving are disabled and vulnerable. I have been a Motability customer since 2012 and always had a Qashqai, I have never experienced such difficulties with the Prenton and Liverpool dealerships who have been beyond helpful when I have needed it.NEW CAR• I ordered a new Nissan Qashqai on 21st April and was given an availability as end of May. The 1st June was mutually agreed to collect it from Lookers Chester. Two hours before I received a phone call from Lookers to say they had ordered the wrong car and they were very sorry. The correct one has now been ordered and will be ready in August. (no specific date provided, once again making it difficult to plan)• I have now had to arrange an MOT and a tyre change for the current car which I wouldn't have needed too had the car been ready when it should have been. My diary is already busy and this has just created more extra work and time for me for someone else's mistake . I have been contacted by Lookers multiple times since to arrange an M.O.T by phone and email despite me telling them I have organised one locally. A terse response was received from Lookers when they tried again today defending it by saying I should have told Motability I had arranged an MOT, which has never been necessary in the 14 years I have been a Motability customer. My disabled daughter is also very disappoointed as she was vey much looking forward to the new car.• The documents associated with the new car come via a link on a text which I found incredibly hard to open and read. An attachment to an email would be more user friendly to this client base and perhaps may make the mistake that happened to me easier to spot and avoidThe Impact on Me:Due to these cumulative failures, I have been subjected to significant anxiety, stress, and inconvenience. Lookers’ actions directly compromised daughters independence and mobility, causing physical and emotional distress that should never be inflicted upon any customer, let alone a disabled customer.Furthermore, because of the operational failures at your dealership, a domino effect was created involving Motability's hire car contractors, which has consumed hours of my time and caused immense frustration.To Resolve This Complaint, I Require Lookers to:1. Provide a formal, written apology from the Head of Customer Experience or the relevant Regional Director.2. Provide a clear explanation of what went wrong and what steps are being taken to ensure no other Motability customer is treated this way.3. Offer a meaningful financial gesture of goodwill to compensate for the severe distress, disruption, and loss of time your dealership has caused me.Please note that I have already escalated this matter to Motability Operations, who are launching their own investigation into Lookers as a supplier.Please provide a formal written acknowledgement of this complaint, along with your internal complaint reference number, within the next 5 working days. I expect a full, substantive response within the statutory regulatory timelines.Yours sincerely,Lindsay Whiteside (Appointee for my disabled daughter, Katie Whiteside)

Good evening AdamFirstly, not the response I was expecting, apart that is confirmation regarding the breakdown cover, which as discussed, is reassuring for my wife.Secondly, and unfortunate for me, the early termination fee will not apply!I will continue to honour my contract with Mobilize, especially considering the excessive penalties written into the contract.Reminder to Paul . Read the small print !Last of all, would I lease another Nissan and would I use Mobilize finance in the future?The answer is a clear no, based on the unpredictability and lack of professionalism from both companies.Adam , whilst appreciate your input, the time and effort taken for me to bring this matter to your attention and that of Nissan H O has been extremely stressful and frustrating culminating with no resolution.It has to be said, it’s not the best outcome and customer experience I have ever experienced, which I know is not necessarily your fault but is that of modern day business.To conclude from Friday 5th June 2026, when I reported the matter, I am still left with; an appointment on 03/07/26 that is not acceptable in the given circumstances ie., safety concerns and the stress of travelling a distance in the knowledge the vehicle has had a system problem, whether self rectified or not. The proof will be in the pudding.Finally at the very least, I would have expected a maintenance manager at Nissan Chester or someone from Head Office to contact me to either explain whether the E pedal fault is an issue they have experienced before and if so to highlight any safety issues that could arise etc when driving a long distance.The obfuscation and lack of accountability and communication from Nissan HO and in particular Chester Nissan Dealership is in essence a neglect of a customer’s needs .I would be grateful if you could attach this email to any correspondence you’ve had with Nissan Head Office so as to inform them of my feelings about the situation and in particular the issues concerning safety and whether they believe the vehicle is safe to drive or not. Yes I have tested the vehicle on short runs with no indication of any fault displayed on the dashboard. However, as stated previously the fault happened suddenly on a busy road and potentially could happen again.Therefore I have been left with no option but to use the vehicle for our trip to Wales tomorrow, here’s hoping everything will be fine.Best wishesPaulSent from my iPadOn 10 Jun 2026, at 16:04, CustomerRelationswrote:Dear Mr. Rickett.Following your correspondence dated 5th June 2026, we regret to learn of the issues you have experienced with your vehicle. We have carried out a thorough investigation into the matters you raised.You entered into a Contract Hire agreement on 27th September 2024 for a new Nissan X-Trail with Mobilize Lease&Co through Greenhous Nissan Shrewsbury (“the broker”).Our understanding of your complaint is as follows:Concerns have been raised that the vehicle’s e-pedal was not working and was situated at your residence.Lookers Nissan Chester cannot inspect the vehicle until 3rd July 2026 and have not supplied a courtesy vehicle.As a resolution, you a requesting a courtesy vehicle to keep you mobile until the inspection appointment date.We have been in contact with Lookers Nissan Chester, who have advised that due to a high number of courtesy vehicles currently on extended loans (around four weeks or more), they cannot guarantee a courtesy vehicle will be available on the day of your inspection.Nissan Motors GB are aware of this and have raised an escalation. If a courtesy vehicle is not available when you attend, the dealership can arrange an external hire vehicle, with the cost covered in full by Nissan Motors GB, to ensure you remain mobile during the inspection and any required repairs. However, please note that a courtesy vehicle cannot be provided in advance and is only available once your vehicle is at the dealership.Please also note that Nissan Financial Services does not manage the provision of courtesy vehicles. We recommend continuing to liaise directly with the dealership or Nissan Motors GB regarding this.During our calls on 9th and 10th June 2026, you advised that the e-pedal issue appears to have resolved, with no warning lights showing and no further driving issues experienced. However, you raised concerns about upcoming motorway travel between 11th and 14th June 2026 and wanted reassurance regarding breakdown support should the issue return.Following further discussion with Nissan Motors GB, we can confirm your vehicle is covered by an RAC breakdown policy, which includes:• Roadside repair where possible• Recovery and onward travel anywhere within the UK• A courtesy vehicle (after 5pm) if your vehicle cannot be taken to a local Nissan dealership or recovered by the RAC technicianIf you need assistance, please contact RAC on 0333 200 0999 and select options 1, 2, 2 to be directed to the correct team.Please note that Nissan Financial Services does not administer this breakdown policy. Any queries relating to it should be directed to Nissan Motors GB or the RAC directly.We understand your concerns about continuing to make payments for a vehicle you felt was not drivable. However, under section 6.3 of your agreement, payments must continue even if the vehicle becomes unusable for any reason. For this reason, we are unable to offer reimbursement of rentals paid.Finally, your vehicle inspection is booked with Lookers Nissan Chester on 3rd July 2026, and they have asked that you drop the vehicle off by 9:00am so they can carry out a full diagnosis.We appreciate this may not be the outcome you were hoping for and apologise for any inconvenienceShould you decide to end your agreement, an early termination fee of £3,898.98 would be payable. This figure is valid until 24th June 2026.Please note that this amount may be subject to additional charges following inspection, such as fees for any damage, missed servicing, or excess mileage.In addition, if any warning lights are illuminated on the dashboard at the time of inspection, the inspection may not be able to proceed. In such cases, an abort fee may be applied, and you may also be liable for any transporter costs incurred.You can locate details about this option on page 2 of your Agreement and you can contact our dedicated End of Agreement team via 0330 331 0228 for further information.Please be advised that we intend to issue the above as our final response in the next few days.Yours sincerely.