Good afternoon,I recently sent the below complaint using your website: https://surveys.reputation.com/surveys3/run?tenantKey=10b4ae7511e&templateId=6660568d0dbfb136e2ea9b57&locale=en_GB&locationSelectionQuestion=Please%20start%20by%20typing%20the%20name%20of%20the%20location%20below&enabledLocationFilters=location on Monday 26th Jan 2026 however, it appears it was not received despite the final screen thanking me for my submission. This is not a great start.Please respond when this email is received.My complaint relates to the poor service I received when purchasing a Nissan Ariya (Reg: LN24 WSK) from Lookers Nissan, Leeds, handled primarily by salesperson Jack Verheule.Vehicle: Nissan AyriaCar Reg: LN24 WSKI have documented below a series of events from the initial visit to view the vehicle through to the purchase, which I would like to bring to your attention.Saturday 10 Jan 2026- My wife and I visited the vehicle at the dealership at an allotted time agreed with Jack ; when the vehicle was presented to us it was covered in ice, which I am sure you will agree made making a proper inspection difficult.- Although we were given time for a test drive, upon returning after around 20 minutes we found Jack dealing with another customer and were left waiting. I would have believed as stated by Jack he would have been focused on us for the allotted time.- During a subsequent inspection with Sam, as Jack was NOW busy, we identified numerous issues, including several that I had not initially noticed.- When Jack was then available, he made a comment to Sam in front of us about Sam steeling his customers. Sam left and we inspected the vehicle with Jack, I raised all the issues Sam and I had identified. Due to poor weather conditions, it was not possible to identify every fault, and I therefore relied and trust Lookers Nissan, Leeds to proactively identify and rectify all issues, not only those I personally highlighted.- It was agreed at this visit that the work identified would be done, the mats and a full electric charge would be included in the sale.- A deposit was taken, and we left with the expectation that the vehicle would be fully prepared and all agreed issues resolved prior to collection.Prior to Friday 23 Jan 2026 – Collection date- When the work was initially signed off as complete to Jack’s satisfaction, I received a video which started at the driver’s side alloy wheel and wheel arch. A scratch running across the front passenger-side door just below the wing mirror (previously pointed out by Sam) was not shown; however, Jack instead rubbed his hand over the rear passenger-side door to demonstrate that damage there had been removed. The majority of the damage identified on 10 January was on the front passenger-side alloy and wheel arch, yet this area received minimal focus, with only brief mention that a chip had been removed. I questioned whether Jack had written down what had been agreed, whether the people working on the vehicle were aware, why he did not focus on these/correct areas in the video, and later, why he thought the work was satisfactory.- In several follow-up emails, I highlighted that Jack had not shown evidence of the other agreed rectifications, including the scuffed door sills on the inside of all doors and the front passenger-side wheel arch.- Paul Allen subsequently sent a further video, which began by addressing me incorrectly as “Colin.” While he focused more closely on the wheel arch, he stated that aside from a small scratch on the rear passenger-side wheel arch, he would be more than happy to sell me the vehicle. From Paul’s comments it surprised me he didn’t know what had been agreed – do Lookers have a schedule/list of work to be done and why he like Jack thought the work was satisfactory.- Communication throughout this period was poor, with several questions either not answered at all (for example, regarding additional door sill protectors at my cost) or answered only after days delays.Friday 23 January 2026- I was not full of confidence however, agreed to visit Lookers Nissan, Leeds on Friday 23 January 2026, travelling by train from Peterborough. While I understand that my travel arrangements are not Lookers’ responsibility, I had mentioned in a prior email that it would be nice to be collected from Leeds train station; however, I did not receive a response to this request.- Upon arrival at approximately 11:45, Jack was informed that I was on site. I was advised that the mats had just arrived and that he would retrieve the vehicle for inspection.- During the inspection, it was clear that the front passenger-side wheel arch had not been rectified as previously agreed. There were still visible marks of approximately three inches and two inches, along with scuffs and scratches. I also identified several additional marks. When I initially viewed the vehicle earlier, it had ice on it, making it difficult to properly see and discuss all faults that were meant to be rectified.- At this point, I informed Jack that I was unhappy that the agreed work had not been completed. As mentioned both Jack and Paul had previously taken a video of the work, and I am surprised they were happy and at the very least, I would have expected Jack to have checked that the identified faults had been addressed before presenting the vehicle to me. I made it clear that I would not take the car unless these issues were resolved.- As the wheel arch repair had been previously agreed, Jack agreed for this to be redone, along with some of the other identified issues. It was agreed that I would wait for approximately 20 minutes in the dealership while this work was carried out. I was surprised with the timeframe given however, know little regarding these sorts of repairs.- After around 20 minutes, we inspected the vehicle again. Some of the additional faults had been rectified; however, the wheel arch was still not satisfactory. Although I was asked whether this was acceptable, it was not.- Following further discussion, it was agreed that the work would be completed properly by approximately 15:00. During this time, I was advised to walk around 20 minutes in either direction to find food or shops. At no point was I offered a lift to or from the area.- I later received a call advising that the vehicle was ready for inspection while I was around ten minutes’ walk away from the dealership.- As compensation for the inconvenience etc., it was agreed that Lookers Nissan, Leeds would cover the vehicle tax, with the amount to be deducted from the balance after I made the payment.- Upon final inspection, the wheel arch had been made good. I proceeded with payment for the vehicle; however, I later noticed that the invoice was £25.00 higher than expected due to a £25.00 charge for electric charging, which had not been discussed. When I initially visited, and paid a deposit I asked for the charge as with the mats to be included in the sale so free of charge and this was agreed.- I was then informed that the vehicle tax needed to be completed at the post office, which we did.- It was agreed that I would be contacted by Lookers Nissan, Leeds the following day, Saturday 24 January 2026, to set up the service plan as I am keen to ensure the warranty is maintained.- Upon returning to the dealership around 16.15, Jack handed me the keys, shook my hand, and informed me that he had other customers waiting. I was shocked but left to go to the vehicle on my own. I subsequently checked for the charging cables, wheel nuts, handbook, and ensured that features such as the sunroof were functioning correctly. I then familiarised myself with the interior controls, having already carried out my own research. I also had to set up the NissanConnect app myself, which I later realised should have been done as part of the handover process.Sunday 25th Jan 2026- I was contacted by Adi who was very helpful regarding the service plan and gave me some pointers on the functionality of the car.- I mentioned to Adi that I had not received the invoice and other expected Nissan and vehicle documents. Adi pointed out that Jack had input my email address incorrectly. These were received later in the day. No apology was made.- On reviewing the vehicle further, I identified several issues, including the front/side skirt on the driver’s side being chipped and scuffed by approximately four-five inches. I would have expected that, during inspection, cleaning, and preparation by Lookers Nissan, Leeds, this fault would have been identified and rectified proactively, rather than only being addressed IF I the customer had pointed it out. Additionally, as mentioned the vehicle was not initially presented in a suitable condition, as it was covered in ice, making proper inspection difficult.I am complaining due to poor service, inadequate communication, and substandard vehicle preparation particularly the mentioned wheel arch when purchasing my Nissan Ariya from Lookers Nissan, Leeds.• In my opinion the vehicle was not presented in a suitable condition on initial viewing (covered in ice), making inspection difficult particularly if you then only address defects identified during inspections by your customers.• Communication was poor, with emails and videos failing to show completed work, incorrect name used, and delays in responses to queries.• Agreed repairs were not completed prior to collection, despite repeated assurances.• On collection day, I experienced delays, lack of support, and had to wait while initially incomplete and unacceptable repairs were carried out.• The handover process was rushed and inadequate, leaving me to check accessories, vehicle features, and set up NissanConnect myself.• Unexpected charges were added to the invoice (£25 electric charge) despite prior agreement they would be included.• After taking delivery, additional faults were identified (e.g., chipped and scuffed driver-side skirt) that should have been detected and rectified by the dealership.Customer CareAt Lookers, we endeavour to continually develop and improve the service we provide to our customers. We value all our customers and aim to provide a first-class service at all times.ExpertiseWe have over 100 years of experience supplying and maintaining vehicles so you can be sure we know our stuff.Our staff are fully dedicated, trained and experienced in their fields. They are committed to providing an excellent service to you to ensure you find your ideal car. Our exceptional standards ensure you receive the best possible service when you purchase with us, ensuring peace of mind when you drive away with your new vehicle.Overall, the service, vehicle preparation, communication, and handover fell well below my and what I believe are Lookers/Nissans expected standards (above), causing inconvenience, frustration, and additional effort on my part. What should have been an enjoyable experience was tarnished.I look forward to hearing your comments.RegardsDavid Crowson

Absolutely outstanding experience at…Absolutely outstanding experience at Lookers Nissan on Kirkstall Road, Leeds.From start to finish, Makaza was an absolute pleasure to deal with. What an amazing young man — his attention to detail was spot on, nothing was too much trouble, and he made the whole process incredibly easy and stress-free. He’s professional, knowledgeable, and genuinely cares about getting things right for the customer.A big thank you as well to Paul, the Business Manager, who was equally helpful and supportive throughout. Everything was explained clearly, with no pressure and no nonsense — just good, honest business.I would 100% recommend Lookers Nissan Kirkstall Road, and especially Makaza, to anyone looking for a smooth and positive car-buying experience. Top service all round.Kindest RegardsJulie Mays

On 07/12/25 I signed my PCP agreement on a Nissan Juke including placing a £1000 deposit. It was arranged that my car would be ready to collect on the 12/12/25. Upon arrival I was informed that the dealership had lost the V5C book & told I would have to drive (along with my salesman) to the nearest post office to submit a V62 form so that I could take my car. This was declined by DVLA & I was told by my salesman that he would contact DVLA on the Monday 15/12/25 & rectify the issue. As part of my agreement I was given a courtesy car by the dealership to keep me mobile. I was contacted by the dealership on 15/12/25 & informed the V5C book should be with me within the week. Roll forward to 16/01/26 & I finally received my V5C book, just short of SIX WEEKS!!! After I signed my agreement. I finally collected my vehicle today but still had to follow a salesman to the nearest petrol station so he could pay the £25 fuel that I’d payed for when signing my agreement but wasn’t put into the vehicle.For a well renowned Manufacturer & Dealership to advertise a vehicle for sale with no V5C book is very unprofessional & to be told the issue would be sorted within a week & then have to wait nearly 7 weeks to receive my vehicle is to be honest nothing but a joke! I collected my vehicle this evening after work with no mention of an apology or an offer of some kind of compensation, just here’s your keys you’re good to go.

Customer waiting on refund for £250.00 payment went out of his wife account bank 29th Dec 25 .Still waiting on refund has chased up a few time now ( Christine Beddow)

Customer has called as still not received holding deposit refund back, payment was made from his wifes card (Christine).Can this be looked into and the customer contacted to advise when to expect the money returned.

I did both a Nissan quashqai on 10 11 2025, I did informed Sam, the sales manager that I'm not happy with the car , I did not received the initial £250 deposit, Makaza the sales person doesn't respond to my calls or my emails, and Sam said to don't worry, I will get my deposit back and he will WhatsApp some cars to choose.Im waiting for 30 days now and he didn't contact me back.Like I've said above, I want the £250 back, I want to get a bmw x3 , 3.0 30d or 35d , white, blue or black from 2015 0r 2016.If you have nothing i want to give the car back and to close the finance.Kind Regards

To whom it may concern,Following my subject access request provided on 31st December 2025, I have reviewed the documentation and am raising serious concerns that require immediate attention.The evidence indicates:• The vehicle sold by Lookers Leeds was knowingly unfit for retail sale.• Internal records show multiple mechanical faults prior to handover, with recommendations to cut costs rather than remedy issues.• Attempts were made to submit a warranty claim while withholding material facts, constituting potential misrepresentation or fraud.• Recorded calls misrepresented the vehicle’s condition despite internal knowledge of serious faults.These actions may constitute breaches of consumer protection law, regulatory obligations, and potentially criminal conduct.I require urgent confirmation of:1. A full, independent review of all related documentation and evidence.2. The specific actions being taken in response to Lookers Leeds conduct.3. How this complaint is being logged and managed, including escalation procedures.4. Any remediation, return of monies lost and compensation under consideration.This matter should be treated as urgent and escalated to the highest appropriate level. I expect a detailed response with a clear timeline for resolution.

Bought a used car at the end of October, salesman was new and there were some issues but resolved. However I have been promised documents relating to the 'full service history' and the transfer of the warranty since. I've sent two emails in response to the email from the salesman that these would be in the post and had no reply. I called the dealership to speak to the manager but was told i should communicate with the salesman. Sent another email with no response. I'm aware he has WhatsApp but not prepared to use because he set disappearing messages on and any communication is deleted after 24hrs. I found an email address on Nissan website for Leeds but email has been returned as 'undelivered, not in use'. I've used the online complaint template to request an email address but no response. I've had a look on Trustpilot where other customers are directed to Facebook and private message. I've sent a message and received an automated response with the Lookers website link advising this for contact details. Telephone number and online form only. There is a postal address so I have resulted to the old way of sending a letter!!! After all this time I would prefer to make my request and complaint in writing and it's very frustrating process. An email address for the dealership or the manager would be so much easier and considered to be a reasonable request but I'm not sure I understand why this is so difficult to obtain.

Adult looked after us from start to finish he was patient and knowledgeable

Good MorningWe have had an on going issue with the Navara,Engine management light then DPFGoes in limp mode,This has been going on through warranty,And never resolved, now out of warranty been told at a cost of £800 to fix,Although never resolved through warranty,With me coming backwards and forwards plus cost of loan vehicle,Which you can check on records,Lookers Nissan Leeds,Now Engine management light and dpf back on again,Frustrated doesn't even cut it.Regards