Dear Sirs,After numerous emails and telephone calls with Lookers UK (Chris Lloyd) who has tried to assist,I have been advised to formally register a complaint with you before taking the matter further. My complaint in detail is as follows:I purchased my Renault Captur from Lookers Stockport inNovember 2024.The registration number is NL24ZCU.At the time of purchase I took out a service plan with them which is administered by EMAC.The first service was April 2025 and the service book was stamped on 2 April showing 4554 miles.At the time I had no reason to doubt its authenticity.Apart from a warranty issue in December 2025 for a wiring problem, my car was next booked in on7 April 2026 for a service and the service log was stamped showing 8807 miles.Again I had no reason to doubt.Approximately two weeks ago I received a call from Renault saying that my car was due for service in August and asking if I wanted to book it in. This puzzled me as my car was never serviced in August so I checked my service book which showed the details above.I called Renault who on checking said that my car had not been serviced in April but that,according to the records, it was a safety recall.I knew nothing about this but cannot understand why the service log would be stamped. At the request of Lookers UK I subsequently received a call from the Service Manager at Lookers Stockport who stated that I would NOT have known about a recall as this would only be identified when the car was in the garage and plugged in. I asked, if this was the case, why was my car there but he said he didn’t know.I also asked if the service book would normally be stamped on a safety recall and he categorically said no. Are they simply inept or is there more to this? My service counter was reset after this visit which should be normal after a service To make matters even more confusing and suspicious I have been advised that EMAC have never been invoice by Lookers for either the 2025 or 2026 services (or non services)shown on my service book.This has been confirmed to me by EMAC.I have also checked the service history on the MyRenault app and it states that there is none.Although Lookers Stockport have said they will offer another service or I could cancel my service plan,I regret that I have little or no confidence based on the past record and,additionally,if done this would complicate the service counter which no doubt will say that my service is due in April (this is also shown on the MyRenault app.) So I am now in a position where it is likely thatmy car has never been serviced and if I decided to sell it and am asked if there is a service history,will I be providing false information?Therefore I am left with decisions to make on future services,EMAC cancellation etc. and indeed has my vehicle been serviced at all.Having spend significant time chasing this with Lookers I am requesting that you deal with this as a matter of urgency,failing which I will escalate this to the Motor Ombudsman Service.Yours faithfullyJohn MalamTel: 01625 876153/07771995250

Good Evening,Please find attached my formal complaint regarding my recent experience with your dealership.I would be grateful if you could review the contents of the attached document and investigate the issues I have raised. The complaint outlines my concerns in detail, including the events that occurred, the impact they have had on me, and the resolution I am seeking.I would appreciate an acknowledgement of receipt of this email and confirmation of the timescale within which I can expect a full response.I look forward to hearing from you.Kind regardsStacey Albanese

This Complaint has been lodged with Renault UK who suggest that the complaint should also be directed to Lookers Renault Stockport.Date: 25 June 2026Customer Services DepartmentRenault UKSubject: Formal Complaint – Misrepresentation of Vehicle Specification – Renault Trafic LL30 dCi 150 Extra Safety 9-Seater (Registration MD26 KNJ)Dear Sir/Madam,We are writing to raise a formal complaint regarding a new Renault Trafic LWB Minibus Diesel LL30 dCi 150 Extra Safety 9-Seater, registration number MD26 KNJ, supplied by Lookers Renault Stockport financed through Yorkshire Vehicle Finance to our customer, Abbeyfield Primary Academy in Sheffield.This vehicle was selected and supplied on the basis that it was equipped with a rear-view camera as standard. The presence of a rear-view camera was a significant factor in the purchasing decision due to the vehicle's intended use for transporting young and potentially vulnerable children. As a school environment demands the highest standards of safety, the academy specifically required this feature to assist drivers when manoeuvring in areas where children may be present.At the time of purchase, Abbeyfield Primary Academy was advised that the vehicle included a rear-view camera as standard equipment. This information is stated within Renault's published sales literature and has also been presented on Renault's website. However, following delivery and inspection of the vehicle, it has become apparent that no rear-view camera is fitted.This discrepancy is extremely concerning. The academy relied upon Renault's published specification when selecting the vehicle, and the absence of this important safety feature means the vehicle supplied does not match the specification represented at the point of sale.We have discussed the matter with the supplying dealer, Lookers Renault Stockport . They have advised that they are aware that the brochure information is incorrect but have stated that they are unable to resolve the matter directly. The dealer has confirmed that a rear-view camera can be fitted retrospectively but has suggested that Renault should accept responsibility for the costs involved, given that the vehicle was sold based on misleading product information supplied by Renault.We therefore request that Renault:1. Acknowledge that the published vehicle specification was inaccurate and misleading.2. Confirm why the vehicle was represented as having a rear-view camera when it was not fitted.3. Authorise and fund the supply and installation of an approved Renault rear-view camera system at no cost to Abbeyfield Primary Academy or Yorkshire Vehicle Finance.4. Confirm what measures Renault intends to take to prevent similar situations affecting other customers.We trust Renault will appreciate the seriousness of this matter, particularly given the vehicle's role in transporting school children and the safety implications arising from the absence of the advertised equipment.We look forward to receiving your prompt response and proposed resolution within 14 days of the date of this letter.Yours faithfully,Yorkshire Vehicle Finance

cust visited on Sunday to purchase a van. When he arrived he was told that no one from commercial worked on a Sunday. Cust then left his details for some one to call him back on Monday. Monday came and the cust actually chased the dealership leaving his details again and then today Thursday no one has bothered to call. cust was looking to purchase a new van.

Booked a test drive of a Renault 5 on 24th June 2026. First it was a nightmare to park at Renault Stockport, no customer parking available. Manage to find a slot in Cupra cars. Then test drive car wasn't ready on time , plus couldn't drive it because their insurance wouldn't cover a foreign driving licence, even though other car dealers in the area do. So no test drive, no sale. Then to top off the whole experience I could not get out of the parking slot I had found, because a trailer waiting to collect a non working car would not move his trailer, even though there were three cars waiting to get out. I had to go and find a manager to organise the trailer to back up, in order to let those cars waiting out of the parking lot. It was utter chaos: too many cars and no parking for customers. They really need to sell some cars, before ordering more. Hence, they lost this car sale, because of poor customer service and lack of organisation. Hence, I am unable to recommend this dealership.

I visted your showroom on sunday 28th June. intending to make enquiries about a new Renault Trafic van. I was told no commercial staff were present at weekends, and if i left my details which i did someone would contact me Monday. By Monday lunch I had not heard anything, I phoned the showroom and left my details again and was told someone would contact me. This does not appear and isolated problem, as after leaving your showroom and went to Chester and had exactly the same experience as they havent contacted me either.

distance sale, cust having a problem the car was delivered with dents and scrapes on the body work, the interior was dirty also. Some resolution as the vehicle is in London now. Cust purchased 02.06.26 and feels like the dealership is no longer corresponding with the cust. No video was given to provide details of the outside

Received a text message on Friday 12th saying my MOT and service are due - but they're not. Still about 2 months to go so why send this?I tried to send these comments via your feedback form but it doesn't work - refuses to submit even though I'd filled in every field. Does no-one test these things?

The car was bought online. This was my inital email to the salesman.Dear Jack,I hope you are well. As you know, I recently purchased the above car from yourself.On driving the car, I could feel it pull to the left so took to my local garage; we had previously agreed I could use my local VAT registered garage as attending your Stockport location is not possible. The garage conducted a safety check and found numerous items of concern:1. car wheels not aligned2. brake dics are below minimum manufacturer recommendation3. rear driver side tyre is below the recommended tread limit to be replacedI selected the car on the basis of the comprehensive used car check-list you advertise for peace of mind so would expect these to have been addressed before the car was sold.With regard to the bodywork and alloys, there are a number of scuffs and chips; whilst they are all minor, they are numerous. The video you sent of the car does not mention these.I also understand from yourself that the DVLA was not properly advised about the car being taken into the trade. Please can you advise when you have taken the appropriate steps with the DVLA.Finally, as I took ownership of the car on 20th December I assume I will be eligible for the festive promotion of £500 discount.Please find to follow the email from the garage containing the vehicles health report and invoice. I can also send photographs of the paintwork and alloys if you require.I look forward to hearing from you regarding how the above points can be addressed.Kind regards,HazelThe garage has covered the cost of having the:1. car wheels aligned2. brake dics replaced3. rear driver side tyre replaced.The other issues are still outstanding despite numerous contact from myself. I can provide photographic evidence (taken on receipt of the car) should you require.I look forward to hearing from you.Best wishes,Hazel

Good morning Peter,Hope you're well.I am just emailing in regards to the car you sold us yesterday (Captur SJ74EOZ)We first attended Renault to view a Renault captur that had unfortunately already sold (CJ24ONM). Although we had an appointment with yourself you were currently busy with another client. A gentleman at the front desk (Reg) was happy to help us and gave us the promise he would be able to find the exact same car for a similar price.Reg was able to find one on your system, showed us pictures and said it's the exact same just a different colour (which wasn’t an issues) and slightly above our budget. But I specifically said is that the same model and has the same tech on it (sensors, maps etc) he clarified that it does. We could only trust him as it was at another site and you are the experts and we wanted that exact car. We paid a deposit and a time to come view and collect the car was made for 9:30 on Friday.We were then messaged on the Thursday to say the car could be collected at 3pm that day, however we weren’t able to make that time and said we would like to keep the pre booked time of 9:30am. However you then informed us you had an appointment that day and could we come in at 9am instead. This was a little frustrating but was happy to accommodate.We arrived early on Friday approx 8:30 to avoid any traffic coming into Stockport to be informed the car still need to be valeted this was a little confusing as we was told the car was ready for 3pm yesterday. The process did feel a little rushed and we felt we had to sign all the documents and send over funds before the car was even ready to view. We also were not offered a test drive.When we outside to view the car we obviously to view it to check there was no damage we did not think to check for certain technologies such as front sensors because we trusted we had been showed the same car we had been promised. I even mentioned to yourself that there didn’t seem to have built in satnav like the other car, which you didn’t provide much of an answer for.Now being given some time to have a look at the car properly and drive it we do believe we have been missold and feel quite upset and frustrated.The reason I feel like we have been missold is that the price we agreed to was because we were told it was the same model with the same tech as the one we first came to look at. And the slightly higher price seemed in line with it being a slightly newer model. However we have now discovered it is a completely different model all together.So what I am is asking is where do we stand on refunds/returning the car.ThanksGreg