Had car 2 weeks.Screen being replaced on 31/7 that's ok.Drivers seat belt twisted.Bonnet icon stuck on.Leaves and twigs under bonnet!No way has my car undergone full checks and I am very upset and my wife.

LETTER OF CLAIM 15.07.26Dear Sir/Madam,Please find attached a formal Letter of Claim in connection with the above vehicle, purchased from Lookers Nissan Gateshead on 26 July 2021.This letter is sent in accordance with the Pre-Action Protocol for Money Claims. We require a response within 14 days of the date of this email.Hard copies are being sent by recorded post to your Customer Liaison Team at North Shields and to your registered office at Stoke-on-Trent.````````````````````````````````````````````````````````````````````````````````````````````````````````````My letter refers to this email from independent techniciansFrom: Geoff PriggenSent: 01 April 2025 13:32To: tony@marbram.comCc: 'chrispjp'Subject: Re Fiat engine failureDear Tony,This is our opinion of the situation you are in with Fiat.We have been involved with sale and repair of New and Used Cars for over 45 years we actively service and repair thousands of vehicles of all makes every year.We currently have 95 Customers with Fiat 500s they vary in age from 2011 to 2022 we have been through the hundreds of invoices we have on file and have discovered we have only replaced the Spark Plugs on one vehicle that had reported a hesitation whilst driving.We only replace Spark Plugs if we diagnose poor running uneven performance or idling or at a customer’s request. In our opinion vehicles made in the last 15 years enjoy a long life without having to change the Plugs.We don’t believe it is possible to be able to categorically blame the Spark Plug disintegration on a faulty plug.Whenever we have come across situations like this the cause of failure has usually been attributed to a failure of the mechanical components of the engine. A failure like yours would be more than likely to be the result of a dropped Valve and the damage that the plug exhibits would be commensurate with damage like this.We do not think that a spark plug tip could cause that much damage or have any reason for a spark plug tip to break off on its ownIt is we believe almost impossible for anyone to categorically diagnose the precise reason for failure.RegardsChris PerrettGeoff Priggen AMIMI. Saab Master Technician since 1991`````````````````````````````````````````````````````````````````````````````````````````````Yours faithfully,Tony Abram & Patricia Abram17 Burgess Hill, London, NW2 2DDtony@mabram.com07768 220001

Subject: Formal complaint – Nissan Lookers Gateshead (YD19 RFN, engine recommendation and diagnostics)Dear Complaints Team,I am writing to raise a formal complaint about the conduct of Nissan Lookers Gateshead in relation to my vehicle (YD19 RFN), specifically the recommendation for a £12,501.67 engine replacement and the diagnostic process that led to it.1. Summary of concernOn 15 June 2026, Nissan Lookers Gateshead issued a quote for £12,501.67 to replace the engine in my vehicle, based primarily on diagnostic trouble codes (DTCs), a low oil pressure warning and a brief Vehicle Health Check video segment. No documented mechanical diagnostics or internal inspection were carried out before reaching this recommendation, and the explanation given in the video and subsequent emails is speculative rather than evidence based.This appears inconsistent with both Nissan’s Customer Service Promise (“peace of mind” and informed decisions from Vehicle Health Check videos) and Lookers’ own aftersales terms and conditions, which state that a free vehicle health check “is a guide and should not be relied upon as a diagnosis of the Vehicle”.2. Timeline and interactions• 10 June 2026 – A low engine oil pressure warning appeared. The oil level was in the middle of the dipstick range; I added a small amount of oil, but the warning returned as soon as the engine started. I turned the engine off immediately and did not restart it.• 11–12 June 2026 – I contacted Nissan Lookers Gateshead, explained the low oil pressure warning and engine noise, and booked the vehicle in for 16 June 2026, advising that I would arrange AA recovery. The booking included a service at £295 + VAT.• 13 June 2026 – The AA recovered the vehicle to Nissan Lookers Gateshead.• 15 June 2026 (morning) – I received a call from Lucy Jones asking what the issue was, apparently without reference to the existing booking or notes. I repeated the low oil pressure warning and noise, and she then confirmed the prior contact.Later that day:• 13:40 – I received a text with a Nissan Vehicle Health Check (VHC) video and estimate. The video is 1:42 in length. Only around 4–9 seconds refer to the engine; the rest covers routine items such as tyre tread. The engine segment (approx. 00:06–00:15) states:“Regarding the noise on the engine this is a [unclear word] inside of the engine, this needs a new engine. With the oil pressure light being on as well, so obviously something is going nuclear inside of the engine.”The estimate shows urgent work totalling £13,040.76, including £12,501.67 for “Investigate noise on engine and oil pressure fault on dash, carried out checks and found internal noise in engine.” However, the written VHC report does not mention a new engine and marks “Engine Noise / Smoke” as green. No diagnostic steps are documented.• 13:43 – I called Lucy to challenge the engine recommendation. She said the vehicle had not been serviced in five years, which is incorrect. When I asked why the possibility of a new engine had not been mentioned when I originally reported the symptoms, she said it was due to “error codes and engine noise”. She then stated it would cost £4,000 to strip the engine to investigate. I questioned how the diagnosis had shifted from a £12,500 engine replacement to £4,000 simply to identify the issue and requested that the branch manager contact me.• 14:05 – The branch manager (Martin Watson) called. He repeated that the vehicle needed a new engine due to “error codes and engine noise”, but acknowledged they “didn’t know what the problem was” at the time of booking. When pressed, he again referred only to “error codes and noise”, confirming that no actual diagnosis beyond reading codes and listening had been carried out.He stated that, in their experience, engine noise indicates “metal on metal” and therefore a new engine. I pointed out that the entire engine is metal and that this was not a diagnosis. He then revised the strip down figure to £1,500 (from the earlier £4,000), saying this was “just the 10 hours to strip it” and that further costs would apply to reassemble it.After I mentioned that my father is a mechanic who previously worked within the Nissan network, his tone changed and he questioned why I had brought the vehicle to their branch, despite my explanation that Nissan dealerships should have the correct specialist tools and equipment.The previously stated £150 diagnostic fee was then waived, but only after I challenged the inconsistencies. I requested the diagnostic codes so I could obtain a proper independent diagnosis.• 15:25 – Martin emailed a Nissan Consult DTC printout.• 16:02 – Martin emailed an explanation, stating (in summary):o Camshaft offset based on timing being out.o Possible failed timing chain or tensioner.o Oil pump “could have” failed, causing further internal damage.o Although further investigation and strip down could be carried out, “it would not make it cost effective with the outcome still being to replace an engine”.o Due to noise/timing being out, “it’s inevitable further internal damage has happened”.This email confirms that the write off conclusion was based on suggested causes and possible failures inferred from DTCs and symptoms, not on documented mechanical oil pressure testing, compression/leak down testing, borescope or internal inspection.3. Terms and conditions and later feedbackLookers’ own aftersales terms state:“The Company may carry out a supplementary vehicle health check of the Vehicle at no charge to the Customer. The Company makes no warranties, express or implied, in connection with this service. The Customer acknowledges that this service is a guide and should not be relied upon as a diagnosis of the Vehicle.”Despite this, in my case the free Vehicle Health Check video and DTCs were treated as sufficient diagnosis to justify a £12,501.67 engine replacement and to assert that further investigation was “not cost effective”.On 3 July 2026, I was informed via Nissan GB that their technical team had reviewed the video and concluded that “the video does not give any indication as to diagnosis of the engine concern other than stating the engine noise is internal and the oil pressure warning light is displayed.” This aligns with my own concern about the lack of diagnostic content in the VHC.4. Previous visits and DTCsOn 16 March 2026, Lookers Gateshead carried out a Vehicle Health Check (technician: Dave Forrester) which noted “Eml on, found multiple dtcs, req battery replaced and then rechecked”. I was charged £150 diagnostic because the car would not turn over without a jump, and £56.88 to investigate battery issues, alongside battery replacement and rear springs. No DTC report was provided at that time, despite codes being identified and used to justify charges.On 8 July 2026, I emailed Martin Watson requesting the DTC printout from that March visit so that I can compare the codes present in March with those in June and understand how they were interpreted in each caseOn 24 March 2026, Lookers Newcastle arranged an MOT at 38,454 miles, subcontracted to Bank Top Garage approximately 0.6 miles away. The Nissan workshop invoice issued later that day records the mileage as 39,478 miles, a discrepancy of 1,023 miles on the same date. Given the very short distance between the MOT station and the dealership, this appears to be a recording error or mis-entry. This discrepancy raises further concerns about the accuracy of Lookers’ records and the care taken in documenting key vehicle information, which is relevant when assessing the reliability of their diagnostic and service notes.Between March and June, my name appears to have been incorrectly updated in the Lookers system to “Mrs Kay Daintree”.5. What I am complaining aboutIn summary, my complaint against Nissan Lookers Gateshead is that:1. A £12,501.67 engine replacement was recommended with no documented mechanical diagnostic work or internal inspection, based primarily on DTCs, symptoms and a short, emotive Vehicle Health Check video segment.2. The Vehicle Health Check video was used in practice as if it were a diagnosis, despite Lookers’ own aftersales terms stating that a supplementary vehicle health check is only a guide and should not be relied upon as a diagnosis of the vehicle.3. The explanation and pricing provided were inconsistent and changed materially when challenged, moving from a £12,501.67 engine replacement quote, to £4,000 to strip the engine, and then to £1,500 for 10 hours to strip it, plus unspecified reassembly costs. This undermined confidence in both the diagnostic process and the pricing integrity.4. I have been charged, or asked to pay, multiple separate diagnostic and investigation fees without a clear and transparent explanation of what diagnostic work was actually carried out, what those charges covered, or how they related to each other. For example, in March 2026 I was charged £150 diagnostic because the car would not turn over without a jump, while also being charged £56.88 to investigate the battery issue after the battery failed testing. The Vehicle Health Check also recorded “multiple DTCs” but no DTC printout was provided. I also challenged a further £94.80 charge to recheck codes after battery replacement, which was later removed. In June 2026, a further diagnostic fee was initially proposed and only waived after I challenged the inconsistencies in the explanation and pricing.5. Previous visits involving DTCs resulted in charges and recommendations, but no actual DTC printouts were provided unless I specifically requested them. That raises further concerns about transparency, record keeping and whether I was being asked to pay for diagnostic work without being given the underlying diagnostic information.6. There are also concerns about the accuracy of Lookers’ records more generally, including a mileage discrepancy of 1,023 miles recorded on 24 March 2026 between the MOT mileage and the workshop invoice, and my name being incorrectly recorded in the Lookers system as “Mrs Kay Daintree”.6. What I am seekingI am asking Lookers to:• Provide a clear, written explanation of the diagnostic pathway used to reach the conclusion that my vehicle requires a new engine, including any mechanical tests or internal inspections performed (if any).• Confirm whether, in light of your own T&Cs and Nissan’s customer promises, you consider it acceptable to treat a free Vehicle Health Check and DTC list as sufficient diagnosis to recommend £12,501.67 of engine work.• Supply the DTC printout from 16 March 2026 (Gateshead) and 24 March 2026 (Newcastle), so that the March and June diagnostic profiles can be compared.• Review and correct any inaccuracies in your customer records (including the incorrect name) and explain how previous DTC related charges and VHCs were documented.• Provide a formal response that I can present to The Motor Ombudsman alongside Nissan Motor (GB) Ltd’s correspondence, so that an independent body can consider whether this conduct aligns with the Service and Repair Code and your own complaint handling obligations.Kind regards,Kay Stewart Johnson

I contacted your Gateshead branch as the car I bought February 26th (ND22 FXW) I expected to have a full mot on the vehicle as the sales person stated it was less than 6 months remaining. Fast forward 3 and a bit months later you send me reminder my mot is due, as I said when I called it was probably my fault for not checking at the time but every car I’ve bought has had a full mot regardless. I was a bit disappointed to be told that is not the case when I received a call back regarding the issue. I mentioned this in an online review and they’ve told me to fill in this form.

Would just like to praise the 2 ladies who I've dealt with since purchasing my car. I've had the car back to Nissan around 5 times and every single occasion they've went above and beyond. Kept me up to date with everything and explained things clearly when i wasn't sure on certain things. Greeted with a smile and very polite and professional. I've dealt with other dealerships and not had the same treatment that Lucy and Amy have given. I feel they are a credit to Nissan and this should be recognised . Thank you again

We have had issues with the van's battery holding charge, it takes charge so when we take it to the dealership no issue is showing. We have just driven from Newcastle to southern Spain, we drove for 4-6 hours per day and after two days parked up the low battery warning was back. This is not acceptable on a new van and we already asked for a replacement battery but was not provided with one. We have had to buy a trickle charger which we run off the leisure battery at additional cost. We would like you to arrange a new battery without further testing or delays.

Absolute disgrace of a garage! Had my van for nearly two weeks and could not not complete the repair works and I’ve had to collect a broken van. Sales desk actually told me over the phone that I had to fill this complaint form in to get any progress!! Mechanical department that won’t know part numbers and had to put a question out on a online chat but got no response so I’ve now got a van with no alarm system with thousands of pounds worth of tools ans equipment in. I’ll be seeking legal advice never mind just putting this complaint in.

The vehicle I acquired experienced an engine malfunction eight days post-purchase. A replacement vehicle was not provided, as the initial issue was resolved. Subsequently, the vehicle has undergone multiple unresolved repairs for the same issue. My warranty has now expired. I incurred out-of-pocket expenses for an additional engine issue, which was rectified by an independent garage. The recurring unresolved issue, previously addressed by Nissan, has re-emerged. I anticipate incurring further costs for Nissan to diagnose and repair this issue, with the potential for its recurrence within weeks.

Your web site won’t let me book anything? Won’t let me proceed tried phoning waited 12 mins on the line no answer??

TO WHOME IT MAY CONCERNOn the 6th November i purchased a new car from Lookers of Gateshead , it was a Nissan Qashqai Tekna Bose system Registration NA 75 WRN.the first breakdown was on on Friday 19th December 2025 mileage was 675, went for repair Monday 22nd December 2025, off road all day.2nd breakdown was Saturday 27th December 2025, mileage 750 went to dealers on 28th December to speak to someone ,ie KARL MANN,was told someone would ring me on Monday 29th 2025, no one rang so i went to showroom on 29th 2025 and funally got the car booked in, and was givencourtesy car, new car off road 29th,30th,31st December 2025,1stJanuary 2026, 2nd,3rd,4th,finally got car back at 15.30 hrs. on 5thcar ran okay till 15th April 2026 2080 miles, exact same fault LIMP MODE, phoned dealer and was told booked in on 30th April 2026.rang dealers and they said they would get someone to ring me to try and get booked in earlier, TONY from garage rang and said that they were waiting for software update comimgfrom Japan .I am sick to death of this car , i could be travelling on the motorway at 70 and all of a sudden it goes into limp mode. VERY DANGEROUSi think i have given enough chances for repair.Under uk legal rights i am looking for another car replacement or a final rejection for a refund (minus a deduction for the milage) 2080 milesMr R Noble