I had an appointment booked online for March. I was emailed by Sophie Robert’s to advise my date was unavailable and was booked in for my major service. 4/4/26 at 9am.I went to the garage today and was advised it wasn’t booked. The staff member said they would squeeze me in but closed at 11. There is obviously a breakdown in communication between your customer service teams and branches.My car apparently has had a major service in just over an hour (your page states 3-4).Details of this check was also sent to my husbands email address in error and my husband received the call. The print out when I collected the vehicle was also in his name.Andrew is not the registered owner of this car and never has been, I purchased the car from yourself. I’m unsure why his details are against it.The lady at the service desk has now swapped this over but I have no idea why it was there in the first place.

I would like my appreciation to be passed onto the reception team and service and repair team at Stoneygate.I had my Nissan Juke brought in by RAC after breakdown today due to problem with alternator pulley.I expected to have to leave my vehicle due to Easter but one of the team overheard the problem, checked and saw that the problem part was in stock and if I was prepared to wait they would have it prepared today.I was back on the road no more than 2 hours later. A fantastic effort by your staff!Please pass on my grateful thanks to them all.

Dear Sir/Madam,I write to you as a formal legal complaint concerning the purchase of a Nissan X-Trail from your Gateshead branch on 22 January 2026 under a Hire Purchase agreement, for which I paid a deposit of £15,250 (in excess of 55% of the vehicle value).At no point prior to purchase was I afforded the opportunity to test drive the vehicle. Upon driving the vehicle home on the day of collection, I immediately identified an abnormal noise emanating from the front left-hand side of the vehicle, indicating a potential fault present at the time of sale.I notified your sales representative of this issue without delay on 23 January 2026. I was directed to your service department and promptly presented the vehicle for inspection. During a test drive conducted with your mechanic, the fault was acknowledged and confirmed. Despite this, the earliest appointment offered for a full inspection was 23 March 2026, which was not honoured. A further appointment was subsequently arranged for 27 March 2026, at which point I surrendered the vehicle to your workshop. I was later informed that replacement parts had been ordered.Given the nature of the fault, the delay in addressing it, and the clear inconvenience caused, I formally exercised my right to reject the vehicle on 28 March 2026. My decision is based on a total loss of confidence in the vehicle’s safety, reliability, and the standard of service provided, as well as a reasonable belief that the vehicle was not of satisfactory quality at the point of sale.On 30 March 2026, I was contacted and informed that the vehicle was ready for collection. I clearly stated that I had already rejected the vehicle and would not be accepting its return. I was then advised to contact the finance provider, who indicated that the vehicle would be collected but that I would forfeit my deposit. This position is wholly unacceptable and contrary to my statutory rights.I further note that I have not been permitted to return or leave the vehicle with you following my rejection. As a result, I have been left with no reasonable alternative but to retain possession of the vehicle at my residence, pending resolution of this matter. This should not be construed as acceptance of the vehicle in any form.I have since returned the courtesy car provided. Additionally, I met with your Centre Manager, who confirmed that no like-for-like replacement vehicle is currently available within your group.For the avoidance of doubt, I assert my statutory rights under the Consumer Rights Act 2015. The vehicle was not of satisfactory quality at the time of supply, and the fault was reported within a reasonable timeframe. I therefore reiterate my formal rejection of the vehicle.Accordingly, I require one of the following remedies without further delay:1. Provision of a replacement vehicle of equivalent value and specification; or2. A full refund of all sums paid, including my deposit of £15,250, upon return/collection of the vehicle.Please treat this matter with urgency. Should a satisfactory resolution not be reached promptly, I reserve the right to pursue legal action without further notice.I look forward to your immediate response.Yours faithfully,Mayowa Moses07939890332

I saw a 2025 Nissan X-Trail PHEV online on the 19th of January and bought same at Gateshead on the 20th January. I did not have a test drive before purchase, but noticed there was a noise from the front left side of the car driving it. I notified the sales representative immediately (23rd of January). He gave me the phone number to call and talk to the service team. I called and was asked to bring the car. It was test driven with me by one of Lookers’ mechanics and the same noise was confirmed. An appointment date was booked for possible checks on the 23rd of Mach as the earliest date but was never honoured by Lookers. I finally got another date for the 27th of March and dropped the car. I received a call later that day that parts have been ordered for the repairs and I will be called to pick up when the repairs are done. Please be informed that I will not be interested in picking up the same car as I do not want repairs early on and did not choose to buy a faulty car. I want a swap or refund. Thank you.

To Lookers Head Office,I am writing to lodge a formal grievance regarding the service received today at Lookers Nissan Gateshead and the ongoing mechanical issues/failures of vehicle ND75 KOV (collected January 18th).Please note that I am a Motability customer with a named appointee and a carer. This is my daughter’s first car on the scheme and her first car full stop.1. The Sales Process & Financial Impact:I originally signed for a Grey Accenta Premium (£0 Advance Payment) that was confirmed "in stock." Hours later, I was told it wasn't available. We were then moved to a Black N-Connecta, which cost us £699 upfront. As a first-time Motability customer, We feel that we were pushed into this specific vehicle which has had nothing but issues since day one. Because Chloe Thompson (the sales advisor we had) had known we needed a car as soon as possible and therefore we feel that was used to their advantage to push this specific vehicle onto us. I am requesting a full refund of this £699 Advance Payment. Due to feeling upsold and mislead. As stated we were told they had both a blue & grey Accenta premium in stock already on their lot waiting. Therefore we signed on the day for that car. Even when we requested to wait for that model we were advised into getting this car - “we can wait for the AP” “you are getting a better car” “Kate will have more safety features and things I think she would like” so therefore that’s how we ended up with this specific car and model.2. Chronology of Mechanical Faults:• Jan 18th: Driver-side fan clicking from day 1.• Feb 17th: Interior buttons and indicator stalk began making loud cracking/snapping noises.• March 4th: A loud BANG occurred under the right side. 10 minutes later, the brakes went hard as a rock for 30+ minutes. The car was taking longer to stop for roundabouts due to how heavy the break was.• March 20th: A loud POP occurred (captured on dashcam). Exactly 10 minutes later, the brakes went hard again.• Fuel/Leaking: The car has leaked rusty fluid on our drive (for reference we had never had a car before this was NOT here previously) we are losing miles very quickly and unexpectedly; attached photos show a 10–20 mile range drop in under a minute while stationary. We are therefore spending £228 a month on fuel for a 1.0L engine. We have been using E5 to ensure it’s nothing like this causing the quick depletion of miles. We can fill the car to fill and it be half empty again 2/3 days later and need a further £30.00• The driver side seat is now also making a horrid squeaking noise anytime you move in the seat which is very trigger for my autistic daughter who is able to hear this every time she uses the car.3. Independent Findings (RAC & Kwik Fit):• RAC: Formally confirmed the driver’s seatbelt has been put on inside out. They stated Nissan would need to fix this as it is a defect.• Kwik Fit: Inspected the car and identified what they said was filler and aerosol underseal on the chassis (noting this is very unusual on a brand new car that is 8/9 weeks old) and suspected a brake vacuum issue due to the audible hissing that they said they could hear. Kwikfit also advised I not do many miles in the car and drive it cautiously and get it into Nissan.4. Nissan Contact Previously:• we have been in back and forth contact with Chloe as we’ve had no other way to contact the service department. We reported the broken buttons immediately and were left for weeks being told someone would get in touch but they never did. We eventually got that booked in with the breaks on March 4th for April 1st. We then contacted Chloe who stated she would have a meeting with the sales and service managers. She stated we may need a whole new juke or it could be in for a while getting fixed. They moved us up to March 24th which was today.• After Friday we spoke to Tony the service manager and found him very dismissive uncaring and condescending also. He had a lack of care or appreciation for how distressing this whole situation has been to a young girl who is disabled and already has daily struggles. These issues have repeatedly been brushed off by everyone we have spoken to regarding these issues. Not once has anyone apologised directly to us.5. Today’s Visit to Gateshead:• The Service Desk: The lady had a dismissive attitude and told me that several reported faults wouldn't be fixed as they "weren't on the list." She was also very difficult regarding my National Insurance number and condescending on telling us we needed to make sure we knew the NI number - she was wrong the Ni number was correct - but she didn’t even bother to ask if it was maybe my NI number considering I am kates appointee and carer. Which Kate’s policy is in my name but she is the driver on her insurance. She was not at all helpful and was very abrasive and rude and very dismissive of my concerns about paying for fuel in a courtesy car when I explained my payday isn't until Thursday and I was extremely anxious regarding this situation. She was very cold and had a horrible attitude to her. She had a horrible attitude towards Kate when she decided to inform her that she was no longer comfortable and wanted to take her car home and book it in elsewhere as she felt dismissed by everyone and the mechanic/technician guy.• The Technician: He argued that the seatbelt was "only twisted," despite the RAC's finding that it is inside out. He dismissed the Kwik Fit findings and claimed "cars are never brand new as they move around a lot." He also stated it would have been “sealant” and that “kwikfit hardly ever see new cars” so therefore trying to discredit the things 2/3 kwikfit mechanics had seen with there own eyes when they lifted my vehicle. When I expressed that I felt that they thought I was making it all up he said “we aren’t trying to say that but it’s intermittent so I can check it and give you reassurance” he also stated that “I can tell you there is nothing wrong with you’re vacuum because the car stops and starts. He drove the car around while breaking constantly at different variations of harshness on my breaks. He also asked me if I drive my car every day - I think to use that as an excuse - but we do drive the car every single day. When he parked my car he sharply got out and walked off.Requested Resolution:I have moved the dealership management as advised by Motability and due to us simply never wanting to be dealt with and spoke down to like we have been ever again. We have also informed Motability of all of these details.1. As a gesture of goodwill - Refund the £699 Advance Payment and compensate me for the excessive fuel costs since March 4th. I also wasted 20 plus miles driving to and from Lookers Nissan.2. Authorise and fund all necessary repairs (seatbelt, brake vacuum, and interior) at the new dealership under the Motability scheme/Warranty on the car, this will not be done at the Gateshead branch due to how we’ve been treated.3. Provide a formal apology for the way we were treated today, particularly given our status as a first-time Motability customer.I have attached all the photos and videos I can of the state of the car underneath and the issues and noises the car is making. These will be in a few different emails as I have so many that I cannot put them all into this one email.Regards,Miss Laura J O’ConnorActing on behalf of my disabled daughter.

Dear Sir/Madam,On 7 October 2025, the Financial Conduct Authority announced its proposals for a mass redress scheme on unfair motor finance.This has made me aware that, if a motor finance arrangement had certain features, a failure to properly disclose them to the borrower is likely to have been unfair.I would like to ask if my finance agreement with you (details below) had any form of commission arrangement between you and the broker / car dealer or any other entity involved in the transaction that included any of the following:- A discretionary commission arrangement- A high commission (where the commission is equal to or greater than 35% of the total cost of credit and 10% of the loan)- A contractual tie between you and the broker that provided you with exclusivity or a right of first refusal.If you used any of the arrangements listed above in connection with my agreement, I request you inform me within 8 weeks as set out by FCA guidelines, and consider this letter a formal complaint.If they were present, I don’t believe I was adequately informed of them. This is likely to have been unfair and could have prevented me from negotiating or seeking a better deal.Please confirm receipt of my letter and whether you are treating this as a complaint.Details that may help you find my policy:Vehicle NL64 YSZ bought 2014 around September / October time14 Woodside way south Shields Tyne and Wear NE33 4SN

Have just bought a Qashqai from you, our salesman was Elliott, if we had to give him a score out of 10 we would give him an 11.He was so helpful, he connected my phone to the car, connected me to Nissan Connect and put Waze on for me.Absolutely brilliant customer service.Kevin Mclaine

Hi Ann,Yes, it was Lookers Gateshead and registration is YD69 DDEWhen I spoke to them yesterday, they advised that all the paperwork was still there which was quite worrying.They have offered fuel as a compensation but on reflection, I don’t believe this is enough considering I have lose half a days work yesterday never mind the stress I was under sorting and driving around without tax.Many thanksVicky________________________________________Good Morning,I am writing to raise a formal complaint regarding an issue with the ownership registration of a vehicle I purchased from your dealership on 5 March 2025 from David Tait.Although I have owned the car for approximately a year, it recently came to light that the ownership transfer had not been completed at the time of purchase. I only became aware of this when I received an email yesterday (4th March) advising that I was unable to renew the vehicle tax. Only to realise this was because there was no registered owner on the system. Had I not come across this notification, I would have been completely unaware that the vehicle was not registered in my name.As a result, I unknowingly drove the vehicle without valid tax for three days until the matter was resolved. This situation also caused me to lose half a day’s work, as I was unable to use my car until the issue had been corrected. Additionally, the situation could potentially have resulted in penalties or points on my licence, despite the error being outside of my control.I have since received a response from the dealership acknowledging that the ownership transfer was not completed in error and accepting responsibility for the mistake. While I appreciate the acknowledgement and the gesture of goodwill that has been offered, I would still like this matter to be formally recorded as a complaint due to the seriousness of the situation and the length of time it took for the issue to come to light.I would appreciate confirmation that this complaint has been logged and information on the outcome of your investigation.Kind regards,Vicky

Quick note to say a huge thank you to Chloe Thompson who organized the purchase of my new Lexus. Chloe (and the team) are a credit to Lookers making the experience a really positive oneThanks Chloe!!

My car has come back with empty coffee cups in it, it has coffee rings on the dash board and coffee spilt in the cup holders