On the 22nd of October I took a motability car in for a service and to have the rain sensor looked at and fixed. I was told it would be done by the end of the day so motability wouldn’t arrange a hire car. I was offered a curtesy car for a charge from the dealership which I have since found out shouldn’t apply to motability customers. The repair didn’t get done in time so I asked for a hire car order to be sent to motability so that they would arrange to sort a hire car. Today on the 23rd of October we received a call to say that the windscreen has smashed while they were taking it apart to mend the sensor and that motability wouldn’t pay for it so now them and Nissan are trying to charge us for the windscreen when in fact it was your technicians that have broken it and yous should be replacing it. I find this an appalling level of service to disabled people and it seem more like extortion than customer service. So now not only have we been left without a car for 2 days as a household of disabled people we are expected to pay for damages that yous have caused.

I have been struggling to get a response to my query below. I bought a car on 6th August however the salesman (Ben) informed me when I collected the car that as it’s an ex motability vehicle, the second key would be posted to me once it was sent on to lookers by the motability scheme, which he said would take a few weeks.I chased this and Ben said he would check with motability on 26 September but as it has been 10 weeks now and I’ve struggled to get a response is someone able to help please?

HiAs an extra to this, I've been trying to get in touch with the garage and the phone line just rings so I cannot establish what is included or not.Kind regardsEmma________________________________________From: Emma WatsonSent: 29 September 2025 09:25To: VehicleComplaints@lookers.co.ukSubject: Complaint about aftersales - X7 ELWHi thereI brought my car in on Friday 26th September that I bought through yourselves (Lookers Premium) in April. I paid for the extended warranty, and at the time the car had a leak in the washer fluid tank but to be honest I just thought I was using a lot of washer fluid.I was dealing with Kyle who was really helpful so thank you, but he told me that the warranty wouldn’t cover the washer fluid tank being replaced.Could I please have some clarification as to what the warranty does cover? There is no information in my terms and conditions, I’m paying nearly £140 a month so would like some information as to what I am actually paying for.It’s been a very disappointing service from Lookers so far, the aftercare since buying the car has been shocking so I would like someone to contact me asap about this matter. This isn't the first time that I got in touch about a complaint, however I never heard back from yourselves following the first complaint earlier in the summer.Thank you.Emma Watson

To whom it may concernYou need to update your records. We are receiving multiple requests for services on multiple car registration numbers from different Nissan Lookers dealers (Newcastle, Carlisle etc) We don’t own a Nissan so please remove us from your mailing and service list as soon as possible. I’ve already contacted you last week regarding this yet we are still receiving emails. My email is grayz0@sky.comMr and Mrs Gray

Yesterday (Wednesday 8th October) my car was booked in for a service. My appointment was 9:15AM. On arrival I told the employee Dean that I would need my car back as soon as possible. He said he would note it on the paperwork and let the technicians know. He asked me if I would like my car cleaned after the service in which I replied YES. I also told him I was popping in to town instead of waiting around the sales room. He told me he would be in touch as soon as my car was serviced and was waiting to be cleaned so that by the time I got back from town it would be ready. However it was 2PM and I had not heard a thing. Usually I would receive updates by texts/email tracking the process of the service however I received nothing. So I rang the garage and when I got through to someone on the phone they told me it wouldn’t be done until 4:30/5pm. I told him that I told Dean I needed it as soon as possible and that I have not had any updates at all, he said he would pass it on and they would be in touch. It got to 4pm and I still hadn’t heard anything so I just turned up at the garage.When I arrived Dean said it had just finished. He went on to tell myself and my mam that I was the only customer he had told the technicians that needed to be done as soon as possible yet mine was the last to be done (his words). He then took us to my car and when we got up to it we noticed it hadn’t been cleaned. Dean couldn’t get away quick enough and all he said was he would report back to the technicians that it wasn’t done and walked away. I wasn’t even asked if I would like it done.This is the third time I have used this garage (2 for a service and 1 for MOT) and 2 out of 3 times it’s been absolutely shocking service. I don't understand how a service can take over 7 hours and still when you arrive the job is half complete? This has happened both times. I was told the first time by Craig that it was a one off and for me to please come back next year however its happened again. To be honest after the first time I wasn’t wanting to go back I was going to I travel further to Sunderland were i bought the car from but sadly it shut down. When I went for my MOT it was better however when I returned yesterday it’s very poor.The Nissan service plan is advertised as “ Our Promise, every time you service with Nissan, is that you receive the highest levels of service and aftercare that you can find.”Highest levels of service and aftercare is that a joke? I’m still waiting to receive this, I can’t even get my car back at a reasonable time or even cleaned. It also states that I would receive a free video health check, however when I spoke to the man on the phone he told me they don’t do that anymore as they have a new system but then on arrival for my car I received it?I have been driving 10+ years and get my car serviced yearly and this is the only garage who has my car for the full opening hours and yet fails to complete the full service BOTH times. Why am I paying for a service and getting half a job? I feel like I get discriminated against because I am a young female it’s a joke. I pay for a service I expect it to be done at the “highest levels” (Nissans words).Very poor customer service and I will be leaving reviews.

Gail made me wait until 4.45 on day to tell me they apparently cannot accept my application for new car!! It’s a joke considering my other car is in my name and I was able to order that Olivia suffers from very serious problems and unable to get out the house often

customer has cancelled RAC platinum cover and they have emailed site to request the refund. customer has heard nothing from site for the refund and each time he calls he is told the manager is not in.

Hi thereI brought my car in on Friday 26th September that I bought through yourselves (Lookers Premium) in April. I paid for the extended warranty, and at the time the car had a leak in the washer fluid tank but to be honest I just thought I was using a lot of washer fluid.I was dealing with Kyle who was really helpful so thank you, but he told me that the warranty wouldn’t cover the washer fluid tank being replaced.Could I please have some clarification as to what the warranty does cover? There is no information in my terms and conditions, I’m paying nearly £140 a month so would like some information as to what I am actually paying for.It’s been a very disappointing service from Lookers so far, the aftercare since buying the car has been shocking so I would like someone to contact me asap about this matter. This isn't the first time that I got in touch about a complaint, however I never heard back from yourselves following the first complaint earlier in the summer.Thank you.Emma Watson

We would like to send a huge thank you to Sam, he was very polite, approachable and helpful. He went the extra mile with a personal touch to sell us our new car, even drove it to our home the next day. Could not be more happy with the service received.

Excellent customer service