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.

With reference to the above I have to report the following:On Friday 5th June 2026, I was driving the above vehicle on a busy road, when it suddenly cut out on me. The dashboard flashed System error E Pedal.Having tried several times to restart the vehicle the battery must have drained, which necessitated a call to the AA.They attended and managed to start the vehicle but emphasised a Nissan diagnostic test to identify the cause was required urgently before driving the vehicle any distance.A call was subsequently made to the Nissan call centre, whereupon an agent stated there was no availability until the 3rd of July 2026, an appointment I had no option but to make.Unhappy with the situation I then contacted my car finance company

not happy, 20-05 called RAC breakdown told the cut that she needed a soft ware update. Called and 18.06 was the first available appoint and now the cust MOT has ran out. Cust called today and she has to go to hospital 17.06 and can she bring the vehicle in only 24 hours before the appointment. The cust would like to know when she cant drop it in early and this is no help to her at all. no cc has been offered either.

Can I please confirm that my complaint has been forwarded to you. I tried to send directly by this platform but the message was too long , i therefore had to send it via the service assistant manager in store . I have sent a notice before action letter following initial unsatisfactory contact with the dealership directly . Our last email was sent to Tracey to forward to complaint department on 20th may 2026 with a 14 day response request before taking the issue to county claims

Absolutely disgusting no phone call to say car is ready when has a car took 5 hours to service no service clean on car inside or out and trying to contact them is absolutely awful am also logging a complaint to motility

Dear Sir / Madam,My name is Andrew Warren and I am in the initial stage of raising a Barclaycard dispute with regards to M.O.T works undertaken on amongst other things the brake disc replacement by Lookers Chester on my vehicle DC67 CXA dated 12/2/2026, I am alleging this work was negligent and which if ignored could have proved fatal,Barclaycard have advised me to contact Nissan in order for it to provide an explanation and explore the possibility of a more amicable solution to the complaint / dispute,Thursday 14 May 2026, I telephoned Nissan explaining I had a problem with the car making a rattling noise from the engine and consequently made an appointment with Lookers to give it a diagnostics check to ascertain the problem dated Wednesday 10 June 2026, I later booked into a different garage that could look at it sooner as I had decided the vehicle was not roadworthy or safe to drive until repairs had been carried out,Wed 20 May 2026, Garage invoice states “ Knocking and Rattling, Three wheel bolts Missing from FN/S Wheel “ in laymans terms the wheel in question was about to fall off, new parts included, two rear coil springs and four wheel bolts,I hope to hear from you soonAndrew Warren.

Motability customer - vehicle was booked for collection today between 8-12 as due in today for servicing but nobody has came and collected the car and when calling to chase this up cannot get a hold of any department just rings off, not even a phone call to rearrange.