cust is waiting for the refund of the vehicle they purchased around £20,000. they are needing this too go and buy another vehicle. They have the log book which they will return but can you please sort the refund

I am writing to formally complain about the service I have received regarding my Nissan Juke (registration NG73SZW), which remains within its three-year warranty period but has already broken down twice — first on 23 January and again on 24 February.On the first breakdown we were told there was no courtesy car available - this is not our problem and I do not accept that a company such as Lookers couldn’t find a single car anywhere. We were told hire was only provided after diagnosis of the fault , as Lookers didn’t want to potentially bare the cost - again not our problem , fight that out between yourselves and the hire company. As such I was left at your branch, without a car, 16 miles away from home , requiring us to find last minute child care so that my wife could collect me. The second breakdown , which we are currently experiencing we are once again being told the same thing , no courtesy car , no hire car. I was annoyed the first time , but am even more annoyed the second - surely Lookers should be bending over backwards to provide us something? I simply cannot accept that every courtesy car in the north east is in use and if so what does that say about the state of the cars that you sell?As a result of the breakdowns and delays, we have been forced to make repeated trips to the dealership at our own expense — a 32-mile round trip each time, undertaken twice if I listen to the advice that we have been given on this second breakdown. This unnecessary inconvenience has cost us time, fuel, and considerable frustration.The situation has caused our family significant distress. On the first occasion the vehicle broke down while we were stranded at the roadside with both a baby and a toddler. This was an extremely stressful and upsetting experience that could have been mitigated with appropriate support from your dealership. We were told after getting the car to the dealership, that this fault is “a very common problem” , a statement that doesn’t exactly give you faith in the vehicle. Nevertheless, we were assured upon “fixing” the car that the issue was rectified , clearly not!Communication has also been poor. The dealership has been difficult to contact requiring multiple calls to speak to someone, and to make matters worse, a complaint case we previously had open following the first breakdown was closed without any notification to us. This demonstrates a concerning lack of transparency and customer care.It is particularly disappointing that while the sales team were very quick and attentive when it came to placing us into the vehicle, that same willingness to assist has not been present when support has actually been required. The service team can talk the talk but that doesn’t fix my car or put me in a replacement.Given the repeated faults, the poor handling of repairs, issues with communication, and the overall inconvenience and distress caused, we no longer have confidence in this vehicle or in the service support provided. We are therefore formally requesting termination of the contract and permission to return the vehicle, along with reimbursement of our initial deposit of £1,999. Perhaps this needs to be taken up with Nissan directly but you are my starting point.Please treat this as a formal complaint. Should this matter not be resolved satisfactorily, I will consider pursuing the issue through the appropriate consumer protection channels

I called the Newcastle branch and was advised to email AnthonyWills@lookers.co.uk with my complaint. This was on 17th Feb and as i am yet to receive an acknowledgment, i need to record my complaint here.Hi Anthony,I hope this message finds you well. I have been advised to contact you regarding a complaint I have about the customer service I have received from the Lookers Nissan Newcastle Branch.To provide some context, I purchased a Nissan Juke Tekna Plus – ND72 0ZW (now W300 TJS) in November 2022 on a PCP agreement (number 2201319114). In 2025, due to a change in my circumstances, I reached out to the Newcastle branch multiple times to inform them that I no longer required the car. The only options I was given were either to sell the car privately or have Nissan buy it back at a certain value, which unfortunately would not cover the finance settlement. As a result, I was informed that I would still need to pay £2,500 to settle the finance. This was the extent of the support I received, and I was left feeling that I had no choice but to continue paying £303.03 per month for a car I rarely use.However, yesterday, while booking my car in for a service at a different branch, I happened to check the car's value. Following this, I received a call from Lookers Carlisle, who informed me that I was within the timescales for requesting a Voluntary Termination. In fact, I could have been offered this option last year since I had already made more than two years of payments.My question and complaint are: Why wasn’t this advice provided to me back in 2025? I have been struggling to meet the monthly payments, believing I had no other option, whereas I could have handed the car back without any financial repercussions. It is evident to me now that Lookers Nissan Newcastle prioritizes sales over customer care.Your prompt action on this matter would be greatly appreciated. I look forward to your swift response.

To management of LookersI am writing regarding the vehicle I purchased from you on 31st January 2026, registration number LL20 JNF.Within a couple of weeks of purchase, the vehicle has developed the following fault(s):- water leaking into the car , causing wet seats , the interior mirror was shockingly soaking wet as well as the electrics on the roof of the car and gearstick- seat belt has very serious buildup of mold , which was very worrying as my son has breathing difficulties. And my father who has lung cancer needed to be transported to the hospital in this car , I am absolutely horrified as they had used the seatbelt and we did not notice until later.- we have not received a second keyPlease see attached video and picture of all concerns above.I have rang very upset and distressed and told the sales executive my concerns asking for the manager of the garage we purchased from lookers Portland RoadNewcastleTyne & WearNE2 1AR on Saturday 14th February at 11am. I have had no response from them still.Since the interest for this car there has been numerous issues and delays that needed to be looked into and repaired/replaced yet we placed our trust in Lookers and expected high quality customer service and high standard of cars you sold. It has and is continuously causing me absolute distress and anxiety. I have not been able to get back into the car with my very young children and baby as this is serious health hazard for them with serious mold buildup within the car.As the fault has arisen within such a short period of time, I believe the vehicle is not of satisfactory quality and does not meet the standards expected at the time of sale.I am therefore formally having to reject the vehicle and requesting a full refund.I look forward to your prompt response.Kind regards,Fardhousy siddika

I have received an email, purportedly from Lookers, but from no-reply@pinewooddms.com with the subject line indicating that my MOT is due (which it is). I purchased my Nissan Micra from you in 2014 but no longer use you for servicing because it is not convenient. The email preview indicates a link to a website, which I did not open because it appears that it might be a scam, which further indicates the possibility that someone has accessed your customer information. Can you advise as to whether the pinewood email address is genuine?

cust has changed her mind about the vehicle and would like the deposit back £250, OW24MBV

Mr Craig Aynsley/ Miss Claire Hutton26 Hotspur NorthBackworthNewcastle Upon TyneNE27 0FZTel- 07801578878Vehicle Reg- ND66XVGDear Sir/Madam,Unfortunately I am having to write to you today as I am getting nowhere with dealership Lookers Nissan Newcastle and am also sick and tired of constant repeat issues occurring upon every visit.I have been a loyal cusomer to Lookers for over 9 years having purchased 2 brand new vehicles and had all maintenance carried out by Lookers Nissan, so am very dissapointed with the level of service provided over the past 12 months.I have listed some of the current repeat issues that I have been experiencing lately below, but also if you refer back to other repeat issues which are listed below namely in my complaint email to Mark Butler on 02nd January 2026 in this email thread. Mark has previously stated that I would not experience further delays or disappointment yet in reality I am still experiencing further delays and major disappointment with this dealership.1. Upon a recent visit to the dealership on Thursday 22nd January 2026, the vehicle was booked in as it was having trouble starting when cold.The tehnician diagnosed the fault on the prior visit on the 09th January 2026 whereupon a wheel bearing was replaced and it was stated that there was now an issue with the Thermo Plunger and Glow Plug Relay thus causing cold start issues. I was not informed as to what the issue was though with both the relay and thermo plunger?Error Codes were- P0380, P1641 & P1642The Thermo Plunger & Glow Plug Relay were replaced under an RAC extended warranty along with all glow plugs being replaced at my expense but the very next day the vehicle was still having difficulty starting when cold & error codes P0380, P1641, P1642, P1643?It is my belief that the technician did not carry out a diagnostic check to confirm what caused the Thermo Plunger & Glow Plug Relay to require being replaced in the first place and if the Thermo Plunger, Glow Plug Relay and Glow Plugs were actually working correctly after replacing them or if there was any visual damage to the wiring and fusible link powering both the thermo plunger and glow plug relay.2. Fault codes that are presently showing on the vehicle are-P0380, P1641, P1642 & now P1643.If a diagnostic check was carried out after the installation of the glow plugs, glow plug relay and thermo plunger, could the diagnostic report be sent across please showing that these replaced parts were working correctly and that the vehicle had no fault codes?3. After carrying out some research on Nissan forums and given advice of what the issue could be, I noticed that a 100A fuse could have blown on the fusible link attatched to the battery as the plastic window was looking burnt as it was brown in colour. I have no idea why a customer has to notice this though, whereas a fully trained Nissan technician did not notice it the day before or on either of the prior 2 visits?It is my belief that the circuit was never checked visually or by using diagnostic metering equipment by the technician before handing the vehicle back on 22nd January, as I have since been informed that the wiring to the fusible link is damaged and the link itself was corroded which is the cause as to why the error codes are still there and why the vehicle is still having trouble starting in the cold.My opinion is that no power or not enough power was being sent to the glow plugs causing a cold start issue due to the lack of preheated air. (I am not a mechanic though)Is it not protocol for technicians at Lookers Nissan to visually examine the wiring and the fusible link during a diagnostic after a P0380, P1641, P1642 error code?A P0380 error code usually means that the Engine Control Module (ECM) has detected improper voltage or resistance in the preheating circuit yet the technician never carried out these basic checks to the wiring or fusiable link on both visits to the dealership either on 09th or 26th January?A basic code reader shows possible cause of error P0380, 1. Faulty glow plug 2. Glow plug harness is open or shorted 3. Glow plug circuit poor electrical connection. See attached picture.Even a quick Google search of error P0380 states -1. Wiring Issues: Damaged or corroded wiring in the glow plug circuit can prevent the system from working properly.2. See attached screenshotsYet the master technician failed to visually inspect or carry out the resistance to the wiring and fuse on both previous visits on 09th January and 22nd January and instead just replaced just the glow plugs, glow plug relay and thermo plunger and cleared the error codes in my opinion.A quick Google search of error codes P1641,P1642 & P1643 informs you to 'Start by checking the glow plugs and their wiring, the thermal plunger assembly, and the high-amperage fusible link near the battery for faults or corrosion' see attached screenshot.Yet a master technician using Nissan diagnistic equipment failed to carry out basic checks like checking the high amperage fusible link for faults & corrosion on both visits on 09th & 26th January 2026?Again is it not protocol for technicians at Lookers Nissan to visually examine wiring and the fusible link during a diagnostic check after a P0380, P1641, P1642 error code as a quick google search advises this?I emailed the service advisor on 27th January and booked the vehicle back in for a third time and enquired to see if there were any fusible links in stock just in case this was the issue as I did not want to return for a fourth time.I was informed that one would be ordered and I must stress that there was no mention of any costs so presumed that if the part did need replacing then it would be covered from the previous warranty claim as the repair carried out did not resolve the the initial issue of cold starting.4. The vehicle was returned to the dealership for a third time on Thursday 29th January 2026 at 09:30 for further diagnosis of the cold start issue, unfortunately I was informed that there were no courtesy cars until the middle of February and we were very concerned about driving the vehicle when it had issues so had to make alternative arrangements for transport for the 6th time in a month.The service advisor called that afternoon at 15:30 to say that the wiring and fusible link were corroded and a replacement part would be over £100.00 which they would have to order as they had ordered the incorrect part, yet again more negligence and incompetence as Lookers have supplied & maintained this vehicle since new but do not know what parts to order?I could have purchased a genuine Nissan fusible link myself from another Nissan dealership for £69.00 had I of known that the part was not going to be covered and ordered correctly, I'm also unsure as to why the same exact parts are so much more expensive from Lookers compared to other Nissan dealerships?Why was the damaged, corroded part not identified by the master technician on the initial diagnosis on 09th January or on 22nd January as this should be a basic check when getting error codes P1641& P1642 and why was a correct replacement not ordered when I was informed that it would be?Why have I drove to the dealership on the 22nd January with the vehicle having error codes and cold start issues to get a thermal plunger replaced along with glow plugs and glow plug relay, for the master technician not to identify that wiring was damaged and that the fusible link was corroded as the very next day after these parts were installed the vehicle was still having trouble cold starting and the same error codes showing along with a burnt looking fusible link?Why have I got to go on to Nissan forums in order to diagnose the issue to then relay the information back to the dealership to inspect the fusible link?I do not believe for one minute that the error codes were not showing up upon the last visit after the technician replaced the Thermo Plunger, Glow Plugs and Glow Plug Relay as the wiring and the fusible link were meant to be corroded and corrosion does not take place within 24 hours and the error codes P1641, P1642 & P0380 were still showing the next day!Yet again, we are very disappointed with the master technician at Lookers.I asked the service advisor if he could price match the part and was told no and I also asked if they could fit a new fusible link and that I would replace it as soon as my replacement arrives as I would just order it from another Nissan dealership but was also told no. I think a 40% mark up on Genuine Nissan parts compared to other Nissan dealerships is excessive by Lookers.I am now having to order the part from a different Nissan dealership to then deliver it to Lookers Newcastle to install.Had Lookers of informed me of the price of the replacement fusible link on 27th January 2026 when I enquired and that it would be chargeable then I could have ordered and provided the part when I visited the dealership on 29th January 2026.Since collecting the vehicle at around 15:45 today Monday 02/02/2026, I asked to speak with Mark Butler but was informed that he was still busy, he has been busy for over a week now?I have also received the faulty fusible link and there is no corrosion visable, there is only a melted wire and a fuse which is nearly blown.This should have been identified and replaced in my opinion under the previous RAC warranty claim when the faulty thermo plunger and glow plug relay were replaced as obviously there was an issue with them which has caused the fuseable link to overheat but the technician never inspected it.5. Since the wheel bearing was replaced on 09th January 2026 by Lokers, there is still a whirring noise coming from the front off side wheel and also the vehicle had a C1A03 error code which was not there prior.Possible fault with ABS speed sensor?6. Claire has zero faith now with the technicians and I can't blame her as the vehicle comes in with a fault and either the fault is not identified and resolved correctly and the vehicle has to return for a second, third or even fourth time, or another fault is identified as the cause and we are then informed that this was the actual cause of the original fault and then that repair is then carried out, but Claire then drives out of the dealership with the initial fault still present and has to return.This is totally unacceptable!This has happened time and time and time again with the likes of the wheel bearing noise, the strut top mount noise, the tyre valves that were perished, wheel alignment not carried out correctly and now the cold starting issue.Too many issues are not being fully identified and addressed!Are the repairs being rushed due to the volume of vehicles in the workshop or are the technicians not identifying the issues and actually addressing them fully?Either way, there are clear issues that need to be addressed as we are sick and tired of returning to the dealership, as the vehicle has been back to the dealership over 7 times now in 12 months and the vehicle still has issues with cold starting and a noise coming from the front off side wheel, which were meant to have been previously fully repaired.Upon the last visit the technician has stated that he could hear something coming from the front offside wheel but the vehicle would have to return again for further investigation!● In the past the vehicle has came in to Lookers for an audible knocking noise on the front left and I was informed by the technician that they could not find the issue only to drive out and clearly hear the issue. The vehicle returned, to be told that the knock was coming from the lower arms as the bushes had debonded which were both replaced and then to drive out and still clearly hear the knock. The vehicle returned for a third time whereupon I took the technician out and the issue was finally diagnosed with an issue of a collapsed strut top mount and the vehicle had to return for a fourth time. I don't think that it is unreasonable to expect the issue to be identified and resolved within two visits.● The vehicle came in to Lookers as there was an audible noise coming from the front right wheel and this was identified as a wheel bearing issue. The vehicle returned to Lookers to get the bearing replaced, only to drive out and still hear an audible noise. The vehicle returned to Lookers for a third time only to be told that the technician could hear something but did not know what and the vehicle would have to return for further investigation. Again I do not think that it is unreasonable to expect the issue to be identified and resolved within two visits, but it has to come back for a fourth visit.● The vehicle came in to Lookers to get a tie rod end replaced and have wheel alignment carried out only to drive out with the steering wheel not straight. The vehicle returned to Lookers to have the wheel alignment checked and it was identified as needing further adjustment, only to drive out and not only was the steering wheel not straight but the vehicle now pulled to to the left. (This was very dangerous in my opinion.)Claire turned straight around and returned to Lookers, whereupon the technician went out with Claire and confirmed that the alignment was still slightly out. The vehicle was booked back in for a third time to get the wheel alignment carried out correctly.● The vehicle came in to Lookers for the rear axel to be replaced due to perished and debonded bushes, only to drive out and hear an audible noise from the rear wheels when applying the hand brake. The vehicle returned to Lookers for a second time and was informed that the rear backing plates were catching the brake discs and needed to be adjusted.● The vehicle came in to Lookers as there was a cold start issue and this was identified as a faulty glow plug relay and thermo plunger after a diagnostic check.The vehicle returned to Lookers to get the glow plugs, glow plug relay and thermo plunger replaced, only to drive out and the next day there were still issues with cold starting and error codes P0380, P1641, P1642, P1643.The vehicle then returned for a third time whereupon I was informed that there was wiring issues and a corroded fusible link, which should have been picked up by the technician on the two previous visits in my opinion but when I received the old fusible link back there is no visible corrosion?Again I do not think that it is unreasonable to expect the issue to be identified and addressed within two visits, but it has to come back for a third visit.Lookers have literally been paid thousands of pounds by the RAC warranty provider to replace parts and carry out repairs to this vehicle in the past 12 months and we have also paid Lookers thousands for wear and tear items and servicing but still the vehicle has to keep returning for the same issues time and time again.Some of the same issues are still present to this day. Clearly there are some issues within the service department don't you agree, and should Lookers not have a 'right first time' policy?Is it not possible that there could be issues within the service department instead of the customer is always wrong attitude?Lookers Nissan Newcastle are well aware that I am not well due previously having skin cancer and still being monitored and being under investigation for prostate cancer and having other medical conditions like Postural Orthostatic Tachycardia Syndrome and Chronic Fatigue Syndrome.The inconvenience and stress of coming back and forth and faults not being fully identified and addressed is having a detrimental affect on my health and also causing issues for Claire as she has to make arrangements taking time off work.Could I also ask why, when we receive any documents from Lookers the address is incorrect as an old address is still showing from over 6 years ago?We have informed the service department of this on numerous occasions and re confirmed the correct address of 26 Hotspur North Backworth, yet the paper work still shows our old address as 2 Sandringham Meadows Blyth?I look forward to hearing from you regarding this and hopefully the issues can be resolved amicably. I also enclose the email thread below between myself and Mark Butler from Lookers Nissan Newcastle to which I am still awaiting a response as he informed that he would be in touch, but unfortunately I am still awaiting.Kind Regards,Craig/ClaireSent from my Galaxy

customer looking to provide praise to both Ray and Ben for the way they have handled him, as the car he had purchased has been diagnosed with requiring a new engine but they have been nothing but helpful with arranging the vehicle return and is now looking forward to viewing new chosen vehicle this week

Nissan qashqai was purchased in June 2023 and during the process we were asked what mileage we would require. We confirmed 10,000 miles per year but the payment was higher than we had hoped. The salesman & a colleague then advised us by reducing the mileage to 6,000 would reduce the monthly payment to an acceptable amount & we proceeded with the purchase as per their guidance.The two salesmen we spoke to both confirmed that this was common practice & that they did this on their own vehicles giving us comfort prior to purchase.We were informed that mileage on PCP deals is never an issue unless you need to hand the car back which we would be able to do after c3 years despite it being purchased on a 4 year term.Today when visiting the same garage for a valuation we were informed that the current value is £12,000 with us having a current final settlement of £18,000 so we are effectively in negative equity.We have already done 22,800 miles after 2.5 years (reflecting the 10,000 we had suggested) & whilst garage today were informed that this would likely come at a financial cost currently forecast to be in excess of £1,000 (based on current mileage).This has come as a shock as we feel that we were misadvised in order for the garage to get the sale from us despite this being the 5th Nissan we have bought from the same garage.

purchased a vehicle 09.01 and the vehicle has had a problem and it has been booked in to Dacia Newcastle who have confirmed the vehicle needs a new engine. The cust is not happy and is wishing to return the vehicle. Can you call him asap.