Very helpful and polite staff, Sam is a very nice member of your sales team

I am writing to raise a formal complaint regarding the ongoing issues with my vehicle, purchased on 20th July 2025 from your Chester branch. DG22 HGA Nissan Qashqai.At the point of purchase, I was incorrectly informed by the sales team that I could not collect my car because I had not paid. This caused significant worry, as I was led to believe I may have sent the payment to the wrong place. It was later confirmed that the payment had been received and the error was on your side. Martin opened up early on a Sunday 20th July 2025, to ensure I could collect the car as previously arranged.My car has been in your possession since 11th November for the agreed paintwork and to address an airbag warning light that remained illuminated. I was informed that the airbag issue had been fixed having had a new passanger seat fitted, and attended on 15th December to collect the vehicle. However, the airbag light was still on, meaning the fault had not been resolved. I was required to leave the vehicle with you again, and I was later informed that it actually required an airbag computer replacement. This should have been identified during the initial inspection.The vehicle also went in due to a popping noise when coming off Auto Hold, which has been resolved. I was told this was because the rear brake pads were down to 2mm, despite them being recorded as 5mm on the pre delivery inspection report. I challenged this report immediately, as I had only owned the car for 3.5 months and had driven approximately 3,000 miles, so this explanation did not seem reasonable. Sales agreed to pay for new brake pads and discs.During this period, there have also been repeated problems with the collection process. I have already returned once to collect the vehicle, only to find that the work had not been completed, requiring me to continue using the courtesy car and rearrange my plans.When I attended again today, I discovered that the paintwork still has not been carried out. I was also handed a key by a gentleman that opened a completely different vehicle. This is a serious error and raises concerns about the organisation and handling of customer vehicles on site.Throughout this process, I have repeatedly had to chase for updates and clarification. As the customer, I should not have been required to do this, and it has added unnecessary stress and inconvenience on top of the issues already outlined.I also paid extra for Minor Damage Protection, which has been of no use to me for the past two months while the car has been in your possession. This has felt like a complete waste of money during this period.Despite the significant disruption over this extended period, no goodwill gesture was offered on collection.I first raised the issue of compensation on 23rd December and was informed that it had been forwarded to management for review. I have not received any response since then.I would also like to note that Michelle in the Aftersales department has been consistently helpful throughout this process. She has communicated clearly and has done what she can to support me. My concerns relate to the wider handling of the repairs, the delays, and the repeated issues with the collection process, rather than her individual service.I also have full email threads documenting all communication from the day I purchased the vehicle to the present, which I can provide if required.Given the repeated delays and the lack of confidence I now have in your ability to complete the work, I will be arranging for the paintwork to be carried out independently. I do not wish to return the vehicle to your site again.Thank you for taking the time to read this. I await your response, which can be sent by post or email.Kind regards,Helen Mort

Great job by NISSAN. And earlier than the stated time so I was really thankful.

A fantastic customer experience as usual

Good morning,I am emailing following a negative review I left.I bought a car from Nissan Chester on 19th September. I was returning to work after maternity leave so wanted a larger car to accommodate driving kids around.1st issue – car was given to us with a broken key.Luckily, we tested both keys and realised one was completely broken. We emailed our sales rep Sam Jones on 25th September as I had forgotten a small doll that was hanging from my rearview mirror in my original car, that was of sentimental value – I’d asked if he had this, and mentioned the key was broken.I had nothing from this so chased again on 8th October. Sam advised he was waiting to speak to a manager regarding the key issue and he’d get back to me.Again, nothing. So I emailed on 03rd November, 3 weeks after last hearing from Sam asking what was happening with the key. Still no mention of the doll I’d left either.Sam finally responded to tell me to just pop into Chester whenever to get the key sorted.2nd issue – breakdown30th November, our car engine started smoking. 10 weeks after having the car.We had both children in the car, on the way back from the hospital with a very poorly baby, trying to find a pharmacy with his medication .So what was already a stressful time was escalated. The car engine was pouring with smoke so we had to pull over on a busy dual carriageway and get both kids out of the car ASAP. My daughter was in floods of tears terrified the car was going to set on fire with her in.Luckily we were close enough to home to get a lift and had to get the AA to rescue the vehicle. Their diagnostic was the thermostat was gone, the engine had leaked coolant and the engine would have blown completely if we had tried to drive home. They dropped at Nissan Chester the same night.We got given a courtesy car thankfully as we had hospital trips to make.The thermostat issue was repaired after 4 weeks. But upon a vehicle health check, we were advised one of the tyres was not road legal.3rd issue – a non-road legal tyreFrom the repair done, it was picked up that one of our tyres wasn’t road legal. Despite having gone through an MOT and service before sale weeks prior. I had only used this car for the school run so absolute minimal milage so I know the wear on this tyre was not me. This then leads me to believe Nissans checks have not been comprehensive, and we were driving in an unsafe car, one that we would have had to pay out for if this was not picked up.The car has had 3 issues within 3 months. I find this incredibly unacceptable and have zero faith in the quality of the car, and the checks Nissan have done on a part used car.I emailed my sales rep Sam Jones to question a complimentary 12 month warranty. I have lost all confidence in this car, and feel like it is only going to cost me money, which is not what I signed up for. If Nissan are so confident in their vehicles and the checks they provide, the complimentary warranty should not be an issue – but alas, Sam responded with the most scripted response even AI would question it to say no I can’t have it complimentary, but I can pay for one.I went back to Sam to ask to escalate my thoughts, opinions, and request for this warranty to a manager on 31st December and I have been ignored since, no response.I have always bought pre-owned cars and have never once had an issue, yet my first Nissan has 3 issues in 3 months. I believe the quality of the car is terrible, the checks done by Nissan Chester are obviously not sufficient. I agree the thermostat can break at any time, but the key was not checked, nor was the tyre. Quite simply, a complimentary warranty is the very least we should get with this, I should be handing the vehicle back! My daughter is scared to go in the car!The sales and after service have been terrible to non-existent.I will note the ladies on the service / repair desk were lovely and brilliant – that is my only positive experience with Nissan.Kind Regards,Emma QuinnCategory ManagerNHS Supply ChainAddress: Unit 5 Telford Court, Chester Gates, Dunkirk Trading Estate, Chester, CH1 6LTMobile: 07720157231Email: emma.quinn@supplychain.nhs.ukWebsite | Twitter | LinkedIn

It is now nearly 3pm on Monday 5th January 2026 and my 1st email was sent 16.53 on Thursday 1st January 2026, and still no one has contacted me to address the issues with my car. The Car that is only 7 months old and has been in with Nissan Lookers Chester 2 times prior to this - 1st time less than 24 hours after driving off the forecourt, and the 2nd 2 months into owning the car.I shouldn't have to keep chasing for someone to make contact with me to arrange for my car to be looked at, this lack of customer service is just not acceptable.

No issues

My car depreciation unbelievably

Very helpful and friendly.

Had a great experience.The agent that was dealingwith me,Talked me through the process first,No rushing me out the door.Nothing was a hassle,Looking forward to next years visit,