Lives 4 and half away from Newcastle – car seen was Nissan Newcastle BMW X3.Brother sourced the car and spoke w/ the manager whom looked at the car, and BMW was priced £24,300 – promised the car would be polished, refurbed alloys, and sort chip on the windscreen which is on the messages.Went over to collect the car, and found the car’s got the cosmetic issues (valet, wind screen chip), unhappy as they have messages stating this is all done, and the customer spent 4 hours to travel to the dealership.Cust. unhappy about this, as he's had to travel quite far via train and also had to cancel the insurance which then cost him £90.

Good morning,As you can see from the email below I have had significant problems with my vehicle. The car is now back with Lookers at Portland Road again. This time the car not only requires a regen (which has been done multiple times) it now also requires a turbo change. I want this complaint escalated to a senior manager within the complaints department. This vehicle has had multiple regens, there is no way it can have a turbo failure. It has had engine oil changes and regens every six months. There is obviously an underlying problem with this car. The speakers in the doors don't even work properly never mind the engine!I request the following information via the Freedom of Information Act:• how many times should a Nissan Micra require a regen over the course of 15 years?• how many times should a Nissan Micra require a turbo over the course of 15 years?• how many Nissan Micra's have been recalled for the above 2 continuous faults?I will use this information to plan my next step under legal advice.Sue Mulholland

Dear Customer Relations,I am writing to make a formal complaint regarding the 2019 Range Rover Velar I purchased from Lookers in August 2023.Since purchasing the vehicle, I have experienced repeated and significant mechanical faults, including four breakdowns caused by battery failure within the first six months, a complete battery replacement, filter-related issues and, most recently, a gearbox fault.The latest repair cost approximately £2,400, and the vehicle was off the road for over a week. Despite this, the warning light returned on the very first day after the vehicle was returned to me. This has left me with no confidence that the underlying issue has been resolved.Overall, the vehicle has required around £6,000 of repairs during my ownership. I appreciate that used vehicles can require maintenance, but I do not believe this level of repeated mechanical failure is reasonable for a vehicle of this age, value and purchase price.I ask that Lookers review the full repair history, investigate why the latest repair has not resolved the fault, and work with me to find a fair resolution. Given the ongoing reliability issues and repeated inconvenience, I have lost confidence in the vehicle and would welcome discussions about an appropriate way forward.I look forward to your response.Kind regards,Mrs T Smillie

The vehicle was advertised and sold as a one owner vehicle. I have checked this.When I have received the V5 it shows that it has 2 previous owners.I always look for a one owner and full service history.I feel as if you have misrepresented the details of the vehicle. I wouldn’t have purchased it knowing it had 2 previous owners and not the one you had it advertised as.This will now affect the resale value of the vehicle.Please let me know how you would like to compensate me , due to this matter.

I have taken my 2025 Nissan Juke twice now to lookers Nissan Newcastle for what can only be described as rubber flapping noises that emanate from the front near side door, at or around where the door meets the windscreen.This noise is only present when the car is driven above 50mph and is obviously caused by something flapping when the car gets up to higher speeds and meets wind resistance. It is more noticeable on windy days and when traveling on smooth road services that avoid excessive tyre noise.The first time I took the car in to Lookers I was told that the technician had taken the car out but was unable to hear the noise, but they had discovered that trims were missing from underneath the car on both the driver and passenger sides of the car and that a centre trim underneath the car had a crack in it.They thought the flapping noise was coming from the cracked trim underneath and if that was replaced it might stop the noise.I tried to explain that the noise was definitely not coming from under the car and that it was coming from an area close to the door and windscreen on the front passenger side, but that fell on deaf ears.I questioned how it was possible for the two trims underneath to be missing and the centre one cracked, but was told that I must have run over something and they would have been ripped off. I am the only person who drives my car and I know for sure that I have not run anything over or hit anything and I was at a loss to comprehend how these trims could be missing unless the clips that hold them in were faulty, but that again fell on deaf ears.I was told that if I wanted to replace them it would cost me over £700 which I thought was excessively expensive. I did agree to have the centre trim replaced to rule out their belief that it was this that was causing the flapping noise and I booked the car in for that to be done at a cost of £280.I took the car back a week later for the centre trim to be fitted and again complained about the noise coming from the front near side door and a technician was asked to do a test drive with me, but we didn’t get the road conditions necessary to hear this noise and we returned to the dealership. They dismissed my concerns about where the noise was coming from but stated that they would check out the area around the windscreen to see if something had been disturbed in there when a new windscreen was fitted in February of this year, but I told them that I had taken the car back to Autoglass on two separate occasions since the windscreen was fitted complaining about this noise because I thought it might have developed after the new screen had been fitted, but the technician from Autoglass checked and double checked the fitting of the new screen and assured me that the noise was most definitely not coming from the new windscreen. He even took the new screen out again and double checked to make sure that no noise could be coming from the screen. He told me that the noise could only be coming from faulty seals on the door.During my second visit to Lookers they told me that because they would need to check the work of Autoglass they would need my car for a whole day not just to fit the new under trim that was originally booked as a one hour job.I therefore had to rebook the car for the 22nd June, but was disappointed that my concerns about the flapping noise coming from the door seals was again dismissed. I have explained to the service department team that I have carried out an internet search about this noise and discovered that many others have reported similar issues and this is common fault on newer Jukes!!, but again that fell on deaf ears.I feel like I’m banging my head against a brick wall here. The noise is still there, it is definitely not coming from under the car, it is coming from the front near side passenger window area. I know that I will bring the car in on the 22nd get the new under car trim fitted for £280, they will check the windscreen that was fitted by Autoglass, say there is nothing wrong with that and send me away again.The noise will still be there and I will then have to raise this as a formal complaint with Nissan UK, who hopefully will resolve this problem for me. Failing that Iwill even take this complaint to the motor ombudsman.This is a very frustrating process and I feel let down by Lookers. My wife and I both bought new cars from you over the last 2 years ( a Qashqai and Juke) and we change our cars every 3 years, but this issue gives us no confidence that any faults will be taken seriously and that will be a factor when we do change cars.Hopefully I will be proved wrong when I bring the car in on the 22nd but I hold absolutely no confidence that this will be the case.I bring this to your attention now so that a written account of my concerns is on record.

Dear Service Manager,I am writing regarding my Nissan Juke automatic, purchased from your dealership 16 July 2025. Reg: NC23 WNPThe vehicle is currently immobilised following what appears to be a further electrical fault. I am particularly concerned because the vehicle previously suffered a fault in September 2025, and I understand there should be a record of that repair on the vehicle's history.Given the previous issue and the apparent recurrence of a similar fault, I would be grateful if you could urgently review the vehicle's repair and diagnostic history and advise whether the current failure may be related to the earlier repair.As the vehicle is currently broken down, I would also like to know whether the dealership is able to assist with recovery or inspection of the vehicle given the history of previous faults. The vehicle was serviced in November 2025 whilst under warranty and I was under the impression the RAC cover would last 12 months. I have been advised by RAC it is no longer covered, less than 10 months after purchase.Please could you provide:• Details of the work carried out in relation to the September 2025 fault.• Confirmation of any previous electrical, wiring, module, or communication-system faults recorded against the vehicle.• Your recommendations regarding recovery and inspection of the vehicle.• Details of the process for raising a formal complaint should this prove to be a recurring defect.I purchased the vehicle from a Nissan franchised dealer and have concerns that the current issue may represent a recurrence of an earlier fault rather than a new and unrelated failure. It is very unusual for such a new car to have such recurring issues. Accordingly, I reserve all of my rights under the Consumer Rights Act 2015 while this matter is investigated and will seek legal advice.I would appreciate an urgent response as the vehicle is currently unusable.Kind regards,Gemma Mitchelson

Dear Mr Perkins,Thank you for your response.I believe there remains a misunderstanding regarding the basis of my complaint.My complaint is not that the service plan was available to me as an employee, nor that there was a possibility my employment status could have changed in the future.My complaint is that I was specifically told during the sales process that purchasing the service plan would save me money compared with paying for servicing separately.At the time of purchase on 27 March 2021, I was a Lookers employee and had been since 2019. The employee aftersales scheme was already in place and provided discounted labour rates and parts pricing. The dealership was aware of my employment status and entitlement to these benefits.I have since obtained the applicable staff rates directly from the dealership's service and parts departments and calculated the cost of the first three services. The total cost would have been £462.31.The service plan cost me £767.68, meaning I paid £305.37 more than I would have paid had I simply utilised the staff rates available to me.Had I been informed that the service plan would cost substantially more than paying for servicing using my employee benefits, I would not have purchased it.Your response relies on the possibility that I could have left employment with Lookers during the term of the plan. However, I do not recall this being discussed during the sales process and it was certainly not presented as the basis for recommending the plan. Instead, I was advised that the plan would save me money.I therefore ask that the complaint be reconsidered on the basis of the representation made during the sale, rather than on hypothetical future changes to my employment status.Please also provide:• Copies of any sales notes, customer contact records or other documentation relating to the sale of the vehicle and service plan.• Confirmation of whether any recordings exist of discussions relating to the vehicle purchase.• Details of the next stage of Lookers' formal complaints process should you maintain your current position.I request that this matter is escalated to the General Manager or Lookers Customer Relations for independent review.Yours sincerely,Andrew Collier

Please can you provide a full sar request for anything relating to me and my vehicle. I would like all call recordings and emails, along with any job cards etc.

Dear Lookers Customer Service & Resolution Team,I am writing to formally raise a complaint regarding our experience with Lookers Newcastle following the purchase of a Nissan Qashqai (registration: NA20LKU).The issue is as follows: the vehicle's service reminder indicates that a service was carried out on 27 February 2026, however no documentation, invoice, or service report for this work was provided to us at the point of sale. We require this record both for our own files and because a further service is now due this month.Despite multiple attempts to resolve this directly with the dealership, we have received no response:• 19 May 2026 — Email sent to Lookers Newcastle team• 22 May 2026 — Email sent directly to the member of staff who managed our sale• Week of 26 May 2026 — Phone call to the garage; no response receivedTo make matters more frustrating, during this same period we have been actively contacted by Lookers urging us to book for a new service — while our basic request for documentation of the previous service has been completely ignored.We are not willing to arrange any further servicing or enter into any additional agreements until we have written confirmation that the February 2026 service took place and a copy of the relevant documentation.We would ask your team:1. Locate and send us the service invoice and/or report for 27 February 2026 for the above vehicle, or provide a written explanation if this is not possible.2. Acknowledge this complaint in writing within 48 hours.If this matter is not resolved promptly, we will escalate to Nissan UK customer services and, if necessary, to Trading Standards.Thank you for your attention to this matter.Kind regards,Carlos Luque Ruiz and María Salmoral Camargo

I would like to say that we were given first class customer care by Sales Executive Joel Fletcher at Lookers Nissan Newcastle. We have been in numerous car showrooms in the North East and in Cambridge as we have been searching for a new car, and met many sales executives, and the help, attention and follow up we received from Joel was by far the best. He struck the right balance with everything throughout our discussions, understanding exactly what was important to us, and followed up exactly as promised. I thought you should know that you have a real asset there.