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.

I bought a Nissan Juke in June 2025; I have just had its MOT done and it failed because the brake fluid cap is missing. I have not had any other work done on the car and I certainly have not touched the cap. So basically I was sold a car, and have been allowed to drive it illegally, since June 2025. I have now also had to pay extra for another MOT. It has also been identified as having tyres that are perishing and cracking, therefore unsafe to use and I have also had to buy 4 new tyres. This is all since June 2025 so highly unacceptable that I bought a car with tyres in such poor condition. I bought a car through your dealership as I thought you were a trusted dealer. I expect you to let me know how I will be compensated otherwise I will need to take further actions. The registration of the car is NL20 XJT.

Dear Customer Services,I am writing to make a formal complaint regarding the service plan that was sold to me when I purchased my new Nissan X-Trail from Lookers Nissan Newcastle on 27 March 2021.At the point of sale, the service plan was presented to me as a cost-saving option which would reduce the overall cost of servicing the vehicle over the term of the agreement. However, the sales team were fully aware that I was an employee of the company and therefore entitled to staff-discounted rates on both service labour and parts through the dealership.Had the service plan been explained correctly and compared against the staff rates available to me, it would have been immediately clear that the plan was not financially beneficial and would actually cost me significantly more than simply paying for each service individually.I have since obtained the genuine staff pricing directly from your service and parts departments and compared this against the total amount paid under the service plan.The breakdown is as follows:• Year 1 Service: £129.60• Year 2 Service: £203.11• Year 3 Service: £129.60Total servicing cost at staff rates: £462.31Service plan payments:• £23.99 per month for 32 months = £767.68This means I have paid £305.37 more than I would have paid had I simply used my staff entitlement and paid for the services individually.I believe the service plan was mis-sold to me because:• It was sold on the basis that it would save me money.• The dealership was fully aware of my employee status and entitlement to discounted servicing rates.• No meaningful comparison was provided between the service plan cost and the staff pricing available to me.• Had accurate information been provided, I would not have agreed to purchase the plan.Given the circumstances, I am requesting reimbursement of the £305.37 difference between the service plan cost and the actual servicing costs available to me through staff pricing plus any interest lost/accrued.I would appreciate a full review of this matter and a written response within 14 days.Yours faithfully,Andrew Collier56 Eglinton Street, Sunderland, SR5 1DS07788231839andycollier1@virginmedia.com

Good afternoon,I wish to make a complaint regarding a car that was purchased from Lookers, Portland Road, Newcastle, on 28/11/25.The car is a Landrover Discovery Sport, Registration SC22 WHP.The complaint surrounds four fault issues with the car, and the worse than poor communication, pre sales checks, and after sales care from the dealership, in trying to resolve this satisfactorily.It would appear that the dealership knew about the faults but only disclosed one when we arrived to collect the car.The four fault issues were as follows:1) rear light cluster requiring replacement due to ingress of moisture.This was the fault we were directed to by the sales representative Sam Fuller. We were informed that this had been discovered the day before (27/11/25) whilst the car was in for MOT testing, but couldn't be replaced in time due to the part requiring to be ordered.This was supposedly the only thing picked up during the MOT and that the car had passed with no other issues. The MOT certificate wasn't printed off as promised but we were told we could access the DVLA website at our convenience and print off a copy if required. The replacement light cluster would be managed by Sam Fuller, where the car was to be booked into a Landrover garage near to our home for the repair to be carried out and paid for by the dealership. This was to be arranged in 2 weeks, due to Sam Fuller being on annual leave.In the end, I had to take this on board to ensure the replacement part was fitted.2) chip and horizontal crack damage to centre bottom of front windscreen.As it was raining heavily when we collected the car, I didn't notice until we were on route home to Scotland. The fault had been noticed by Craig Newman, Senior Service Adviser, by his own admission, having picked the car up from it's MOT the day before, and as I later found out, had been noted on the MOT certificate as a 'Repair as soon as possible (minor defect) - windscreen damaged but not adversely affecting driver's view Central Front (chip in windscreen)'.3) Tyre pressure warning light illuminated on the dashboard a few miles from the dealership, warning to check tyre pressures of both front tyres. On checking them, both fronts were underinflated at 29 and 30 and should be 37. Surprising considering the car was only in the servicing department the day before where it supposedly received a thorough check. Thankfully only underinflated and not punctured.The underinflated tyres was a one off issue rectified by myself and has posed no further problems.4) After the tyre pressure warning light, the engine management light illuminated on the dashboard, approximately 60 miles from the dealership.Having pulled in, I contacted both the dealership and RAC (warranty, including breakdown cover), where eventually, I was advised to continue to drive home as there were no other symptoms, and it would have been a minimum 4 hour wait with no guarantee of identifying the issue.When we nearly home we received a phone call from Craig Newman, Senior Service Adviser, asking us to return the car to the dealership before closing time to exchange for a courtesy car, however, due to the time and distance away that we were, this was impossible to achieve.In addition, we were relieved to have nearly made it home, and weren't keen to attempt a return journey with a car that had an illuminated engine management light with no further information on what the problem was, and whether driving it any further may have caused further damage.After further discussion and me chasing up Craig Newman on numerous occasions, I made an appointment to visit the local Landrover garage, where it was established what was wrong with the car, identifying problems with the diesel particulate filter, dated prior to us purchasing the car.Having been told by Lookers dealership that a car goes through a completely thorough systematic check including a diagnostic check, I am surprised this wasn't picked up and rectified prior to the car being placed on the forecourt for sale.Further down the line of continued struggle with dealership communication, I had been informed I was to communicate solely with Ray Haslam, Used Car Sales Manager, and in doing so eventually managed to get the engine management light problem rectified with a replacement diesel particulate filter and the rear light cluster replaced at a local Landrover garage at the dealership's expense.I did have to wait a considerable length of time for this to happen and to be reimbursed for the two diagnostic check invoices that I had to pay prior to the car being released, which I wasn't particularly happy about either.Initially Ray Haslam was very helpful, and once he got involved, sourced a nice courtesy car for me very quickly, delivered to my home, as he was aware that I had family care commitments and could not be without a reliable car. I was much appreciative of this, as no one else had managed to achieve this and it was adding to the stress at that time. He placed no time limit on the length of time we had the car which was a relief. The car was uplifted and returned with no issues.The remaining fault issue is with the chip and crack to the windscreen and it seems the dealership has no intention of resolving this.The last communication I received was by email from Ray Haslam, Used Car Sales Manager, in response to my email dated 19/3/26 asking once again for an update on how to progress the last of the issues, being the chip and crack on the windscreen. Mr Haslam asked me for photographs to be sent of the damage which I did, via email, being delivered on 20/03/26 to his inbox. I am still awaiting a response.I find the windscreen damage particularly galling, as being a distance sale, I was asked to photograph and send pictures of any damage on my traded in vehicle, which I genuinely did for a true trade in value, and had to confirm no windscreen damage on my trade in, which there wasn't. Shame the same courtesy wasn't applied to me with the vehicle I was purchasing.I also have a problem with being asked by the dealership to organise a claim on my insurance to replace the windscreen, as the damage occurred prior to me getting the car, and has been timestamped on the MOT certificate, so I don't believe is right asking my insurance company to cover the cost of damage incurred prior to the insurance starting on this car. This seemed underhand to me.In addition to a large number of phone calls to the dealership, I have sent many emails, and can supply copies if required, to show my willingness and patience to sort these problems out, especially when I have had to make repeated polite requests to get things moving forward, but I am extremely unhappy and very disappointed that we are now in May of 2026 and I am still spending time trying to resolve this.I feel now that I have no other alternative than to approach the Complaints Department as I am getting nowhere.Regards,Susan Menelaws11 Robinsland DriveWest LintonPeeblesshireScottish BordersEH46 7JD

I put my car in for service on 16th February and when I got the car back I noticed the service book was not there. I just left the folder that came with the car on the passenger seat with the locking wheel nut.I rang a week later, 25th February when I had time, to see if it had been left behind. They said they'd check and get back in touch. I never received a call back. I then rang back 2 days later, 27th February. They did not have the service book and said that every was online so it would be fine and that it was a known problem with cars going out without service books. I was told they would request a new one and recieve it by post. Ive then left it a couple of months as I was told it takes up to a month. Ive recieved nothing, no service book, an email or a phone call to say it has been ordered or on the way.I then range the branch again asking for a manager to get help rather than make a complaint. The person I spoke to on the phone said they'd email the manager with all my details to contact me, this was April 25th. Its now the 14 may and I've had no contact from the branch.I'd like this matter resolved please, with the log book sent out. I expect better service from lookers in terms of getting the service book in the first place but the support afterwards has been nothing short of disappointing and feels like I've been going round in circles.Ive placed down the original car registration that I purchased. The car now has a private reg which was used to book the service ac24slc