PLEASE SEE ATTACHMENT FOR THE COMPLAINT CAME IN FROM HQ

customer purchased car back in march, once she got the car home noticed circular scratches in the windscreen once the sun shone on it, contacted the sales exec she had dealt with who advised would look to get the windscreen replaced but following a conversation with their manager returned to advise to contact a windscreen specialist they recommend, windscreen specialist has now attended and following working on it the issue is now worse and customers natural driving vision is distorted almost like looking through glasses that don't belong to her. has since been back in touch and is booked to attend garage next Thursday for another specialist to take a look. customer extremely unhappy as she feels like they are just looking to go down the cheapest route instead of replacing the windscreen and feels unsafe driving the vehicle as she is having to constantly reposition her seat and driving position

Dear Mr Smith, Mr Wood,I am writing jointly because the situation I describe below sits squarely between your two organisations, and appears outside of the influence of the dealer to resolve.My wife, Lynsey Burns-Allen, placed an order with Lookers Renault Newcastle for a Renault 5 E-Tech (Arctic White), order number 341209. The order was confirmed in writing by the dealer, the vehicle order and agreement was signed, the finance terms were agreed, signed and the application placed, and a £3,000 deposit was paid. The estimated delivery date on the order is 31 May. This was a confirmed, concluded purchase. Other dealers who were sourcing a vehicle for us were stood down.It is worth saying why we were buying this car at all. We are long-standing Range Rover customers, and we were leaving that marque specifically because of the job Renault has done with the Renault 5. The product won us over. The customer experience since has been the precise opposite, and that contrast is not lost on us.Today - Lookers telephoned to say that Renault has instructed that this specific car must instead go to Ireland, and that we therefore cannot have it. We were offered a black car instead, or a wait until the end of August. We declined both. We ordered a specific car, in a specific colour, on agreed terms, and that is what we expect to receive.The practical position is worse still. We sold my wife's existing car privately, on advice, rather than part-exchanging it, precisely so that we would be proceedable at speed and the sale could move quickly. We did exactly as advised. The result is that she now has no car at all and is facing hire car costs if unresolved.Renault's promise to its customers is "Passion for life" - the brand itself calls it a pledge, an effort to connect with customers emotionally rather than transactionally. Lookers says it is "truly putting our customers at the heart of everything that we do”. To be let down like this, by the very brands that asked us to trust them, is a dispiriting thing - and I do not think it is the experience either of you would want to put your name to.What I find hardest to accept is the suggestion, implicit in the dealer's stance, that this is somehow our problem to absorb. It plainly is not. An allocation decision taken within your own supply chain cannot reasonably be beyond the ability of two organisations of your scale and resource to put right. This is well within your gift to resolve, and I am asking you to do so: either supply the car we ordered, or a genuine like-for-like on the original terms at no additional cost, on a committed timeframe - and to confirm that any hire-car costs we are forced to incur in the meantime will be met by you, not by us.I await your swift response. Thank You.Best,James & Lynsey Allen

Anne humble/ keith jobling279 Heaton RoadNewcastle Upon TyneNE6 5QBjobling279@hotmail.com07802896479customer servicesLookersBenfield roadNewcastle Upon Tyne26 May 2026Dear customer services,Complaint about faulty goodsI bought Renault Leguna Hybrid from you on February 2024 (app). I paid £23,000.I now find the goods have the following fault:I have experience several electrical engine faults over the last year. Resulting in my car being off the road in your various garages for 8 out of the last 9 months. It has now broke down again and I am looking at another lengthy period without my carAre you a member of ADR as i am will to use one.Under the Consumer Rights Act 2015, goods you supply must be of satisfactory quality, be fit for purpose and match their description. As there was a problem with the goods when I bought them, I request that you give me a full refund.Please respond within 14 days of receiving this letter.Yours faithfully,Anne humble/ keith jobling

Good afternoon,I am writing to escalate an ongoing issue with a Lex/Medequip vehicle, MT17MUY, currently at Lookers Renault, which has now been off the road since 23 March 2026.The vehicle was originally booked in for injector and anti-pollution faults, however, we are now approaching two months with no resolution. This duration is wholly unacceptable, particularly given the relatively standard nature of the reported faults.In addition to the operational impact, the ongoing hire vehicle costs are continuing to accrue, which raises further concern from a commercial perspective.We have made multiple attempts to obtain updates directly from the garage, with little to no response. The case has also been escalated to Renault, however we have not received any meaningful progress or communication. This lack of visibility and progress is extremely frustrating for both ourselves and the customer.Given the above, we require immediate intervention and request that:A clear and detailed update is provided as a matter of urgency, including current status, outstanding work, and confirmed completion timescalesReasons for the excessive delay are fully explainedConsideration is given to relocating the vehicle to an alternative repairer, where the work can be completed in a timely mannerAppropriate steps are taken to mitigate any further delay and associated hire costsThis situation is having a direct impact on customer confidence, and we need to see urgent action to bring this matter to a resolution.Please treat this as a priority escalation and respond with an update to lexautolease@essentialvm.co.uk at your earliest convenience.Kind regards,Natalie

My complaint is already logged with lookers complaints customer services.Ticket 87924122Created by System on Apr 28, 2026 at 8:59 AM UTC

On choosing our used car Alex was extremely helpful and cheerful. He put us at ease immediately. Whilst I was unfamiliar with the process of the paperwork I e. Taxing car and adding new car to my insurance he took the time out to explain and jotted this down for me. We felt very comfortable throughout the while process.

My complaint is , i dropped my car into Benfield lookers Newcastle to have some issues i was having with warning lights on dash and a gear box problem (bearing in mind the car is two weeks old,) so they told me they could not fix the faults as they did not happen while they had the car.Very dissapointed as the car is now a danger to drive. To top this off when they brought my car around there was a 6 or 7 inch scratch on the drivers side wheel arch ,which i pointed out, it was taken in again and someone had a polish to remove the scratch but the marks on the pictures are still there . When i pinted this out the manager made out they were nothing. I told him the car had jst cost me 19000 pounds and the scratch was not there when i brought it in. He said thats your word against ours. Insinuating i was lying. I am disgusted not only is the car faulty but damage done denied. I want the scratches completely gone like it was when they got it. And an apology for the insinuation that i was lying. This new car has been one of the worst experiences ive had . Absolute disgrace. If i cant reject this car it will be sold.

I handed my car ove r to lookers on 24 april went back today to pick it up and found an 8 inch scratch around driver side wheel arch. After pointing this out an attempt was made to buff it out ,but it still has visible marks which the person who checked it said was " nothing all cars get scratches i told him the car was brand new and had no marks when i brought it in . He said thats your word against ours. In other words he said i was lying. This car had no marks it is new on the 11th april and it was checked all over. I will never use your garage again. The staff were unhelpful and i thought very rude and made light of my complaining. I expect these marks to be fully and professionaly removed and an apology for making light of the situation.

On the 9/6/25 I bought a Renault Clio from lookers in Newcastle. By the middle of August my main key had broken meaning I needed the key re-coaded. Booked this in went for the appointment on the 8/9/25. They discovered I had an oil leak from the gasket. I have all evidence on emails of said leak that mechanics had found on this day. My car was booked in again to fix this problem. After dropping the car off for a few hours I was rung saying that this was a bigger problem and they needed the car for a few days and I would be issued a courtesy car. Car was booked in for beginning of October I was given a courtesy car and (so I thought) the car was fixed. Fast forward to beginning of February my oil light flashed up on my dashboard, I had to put oil in the car. Then my key needed re-coaded again so my car was booked back in when I mentioned the oil leak also but mechanics said there was nothing to suggest there was an oil leak. (This was whilst my car was under warranty). Fastforward to 27th March 2026, no oil again on my car. So over the course of 6 weeks my car needed 1 and a half litres of oil but there ‘was no oil leak’. Booked in again today (17th April)… no warranty now, that ran out in February, they have now found an oil leak from the timing cover and have quoted me £1700 to fix. This appears to be clear and obvious that there has been an issue with the oil leaking from my car since September. I think the fix in October was a cheap fix as my car was under warranty. Now it’s out of warranty they have waited to ‘find’ the leak and trying to charge me an extortionate amount to fix this. I live 50 miles away from the garage and I have had to go travel this numerous times because of these issues which is through no fault of my own and could have been dealt with in September to save me travelling backwards and forwards. I will be taking my car to another garage to get a second opinion. I will be taking this issue further as I feel like I have been completely ripped off with the sale of this car.