I bought my car from you in November 2024. On 10th October 2025 my car wouldn’t start and was recovered and brought in to Lookers Stockport for repair. I received no communication from the garage to advise what the problem was or when it would be fixed until 20th November 2025 when I was told the car would be ready early the next week. I then received no further contact until 16th December at 6pm when I was told the car was ready to be collected as it had been repaired and serviced. I collected my car on 17th December and drove from the garage to home without a problem. On trying to start the car today it is again not starting and all warnings are appearing on the screen, the car is also not locking.I am arranging through cupra assist for this to be recovered but am angry and disappointed that my car which was not even a year old and had been with you for over two months for repair and service has not been resolved effectively and has now caused me problems at work due to being unable to get there.I would like a resolution to this as soon as possible as I have now not had my own car for over two months. Due to the lack of communication and the age of the car I think the only resolution due to the failed repair is to have the car replaced with a new vehicle.

I am writing to formally raise a complaint regarding the customer service and communication I have received from Anita in relation to my vehicle.Given the ongoing issues with my car — including repeated breakdowns, extended time off the road, and concerns relating to ABS/ESC safety — I contacted the dealership seeking clarity and reassurance. Unfortunately, the communication I have received has been consistently vague and unhelpful.Following a phone call with Anita on Thursday 11/12/25, during which I was given very limited detail about what was happening with my vehicle, I emailed her on Thursday 11/12/25 requesting specific information and clarification regarding the diagnostics and work carried out. I did not receive a response until 16/12 , despite the seriousness of the matter.When I did receive a reply, it consisted of screenshots of internal job notes, which did not fully address the questions I had asked. I therefore followed up with a polite email requesting that my specific questions be answered. I received no response to this email.I attempted to contact the dealership by phone. It took at least several attempts to get through. This was extremely frustrating and added unnecessary stress to an already difficult situation.When I did manage to speak with Anita again, I felt my concerns were dismissed, and I was told there was “nothing wrong with the vehicle,” despite internal notes referencing ESC warnings and further ABS-related diagnostics being required. Given the safety-critical nature of these systems, this response was particularly concerning. She also acknowledge that she’d see my email however said she’d already told me all the answers which is incorrect.Overall, I feel that my concerns have not been taken seriously and that the level of communication has fallen well below what I would reasonably expect, especially considering the repeated faults and the length of time my vehicle has been off the road.I would appreciate:• Acknowledgement of this complaint• Reassurance that my concerns are being properly addressed• Clear, timely communication going forward from an appropriate point of contactI look forward to your response.

Complaints DepartmentZopa Bank (and copied to SEAT UK / Lookers SEAT Stockport)Re: Formal Complaint – Defective Vehicle, Repeated Failed Repairs, Mismanagement by Authorised Repairer & Claim for CompensationDear Sir/Madam,I am raising a formal complaint regarding the handling of a longstanding fault on my vehicle financed through Zopa, and the unacceptable level of service, communication failures, and mismanagement by Lookers SEAT Stockport during repeated repair attempts. The events outlined below demonstrate clear breaches of the Consumer Rights Act 2015 and FCA obligations, resulting in prolonged loss of use, significant inconvenience, unnecessary distress, and financial impact.Vehicle Background & Failure of Manufacturer Warranty RepairsAs previously noted, the vehicle was purchased with six months of manufacturer warranty remaining. Because the selling dealership advised that any repairs undertaken by them would invalidate the warranty, I correctly followed procedure and arranged repairs through SEAT’s authorised network.03/04/25– Initial driveshaft reseal performed at Lookers SEAT Stockport.- Fault persisted and worsened.- 12/09/25 & 13/10/25 – Driveshaft reseal repeated and road-tested; this repair also failed.- Technicians later confirmed the issue required major investigation and Master Technician involvement.- 27/10/25 – Vehicle booked in for major diagnostic assessment and repair, during which Lookers identified a significant 'oil leak inside the rear drive motor', requiring full motor replacement due to no serviceable internal components.These facts alone demonstrate that:1. Manufacturer repairs failed repeatedly,2. The fault existed within warranty and was not resolved,3. The later escalating defect is directly linked to earlier failed repair attempts.Chronology of Events Since 27/10/25 – Persistent Failures in Communication and Duty of CareVehicle Drop-Off & Lack of Updates- Dropped off vehicle on - 27/10/25. It was agreed with the Service Manager, Jordan, that I would collect it on 08/11/25, and a courtesy car was reserved as a precaution.- During the entire period the car was in their workshop, no updates were provided.- I emailed the branch on 07/11/25 requesting an update and confirming collection. No reply was received.08/11/25 – Courtesy Car Mismanagement & Staff Conduct- Upon attending the branch on 08/11, I was told Jordan was not in.- Anita, the Customer Service Advisor, advised the car was not ready due to “waiting for parts” and technician sickness — despite parts having been ordered in October.- She initially claimed there was ‘no record of the courtesy car’ Jordan had arranged, later finding it in the system but then telling me the car was offsite and unavailable.- Anita’s behaviour throughout was dismissive, rude, and unsympathetic, providing no alternatives.- A sales colleague intervened and arranged a temporary car for the weekend — something Anita stated she ‘could not’ do.09/11/25 – Incorrect Information & Wasted Journey- I attended the branch again on 09/11 to return the temporary car and collect the correct one.- Anita then told me Jordan was not in (contrary to what I had been told) and that I should remain in the sales vehicle.- This was another wasted journey caused by misinformation.10–12/11/25 – Repeated Failures to Communicate; Misleading Information- 10/11: I phoned for an update. Anita advised car would be ready Wed/Thu.- I asked for complaints procedure — never received.- 12/11: Still no contact from Lookers, so I called again.- Anita informed me abruptly that the car was “not ready and they don’t know when it’s going to be ready”.- When questioned, she stated that this was all the Technician told her.- Her communication style was blunt, unprofessional, and offered no explanation.Crisis Point – 12/11/25 (Afternoon)After attempting to reach the branch five times, Anita eventually called back at 2:35pm.She disclosed:- A major fault had been found on the rear drive motor (oil leak) on the Tuesday, I spoke with Anita on the Tuesday morning and she failed to contact me to update me on the findings.- A claim had been submitted against my extended warranty, rather than manufacturer warranty, this was done on the Tuesday afternoon.- She said I “may be liable for the cost”.- This was deeply alarming and inappropriate.- I was NOT informed prior to this claim being submitted.- The fault was pre-existing and linked to failed manufacturer repairs, therefore it should never have been routed through my extended warranty.This caused great distress, anxiety, and a complete breakdown in trust.Meeting with Jordan – 12/11/25- When I finally managed to speak with Jordan in person that afternoon, he was completely unaware of my attempts to reach him or the seriousness of the issues — indicating that Anita had failed to pass on any of my messages.Jordan confirmed:- The rear motor must be replaced.- Parts including the motor must come from Germany and were a back order item.- Claims for manufacturer warranty repairs are typically approved within days.19/11/25 – Attempt to Charge Me £250 Excess- Jordan called to advise repairs had been approved — but then told me I needed to pay a £250 excess.- He suggested I “pay it” and he would arrange a refund from the branch.- It became clear that Lookers had attempted to process the repair under my extended warranty, which carries an excess, rather than through the manufacturer warranty where no excess applies.- I had not given consent for any such claim.- This was wholly inappropriate, misleading, and unacceptable.02/12/25 – Further Lack of Updates- Over two weeks passed with no contact, so I called again for updates.- The branch confirmed that the rear motor had still not been received and no expected date was listed.- I was again told that Anita was “responsible for my case” — despite her repeated failure to communicate.- I had to make repeated calls simply to obtain basic information.Request for Courtesy Car ChangeDue to:- A spinal injury aggravated by current courtesy car seating,- Significant fuel costs from an uneconomical vehicle,- Risk of being removed from my EV tariff due to lack of EV charging,- Lower specification and comfort vs my own vehicle,I asked if I could be moved into a more suitable EV courtesy vehicle.- Jordan said a new Courtesy Car system was launching soon and I would be contacted.05–06/12/25 – Courtesy Car Failure & Impact on Work- On 05/12, I was told an EV courtesy car was available onsite and ready for collection.- I attended the branch on 06/12, only to be told the car was actually not onsite and was in a remote compound.- I was forced to wait in the dealership for over 1.5 hours, causing me to miss and reschedule both a work meeting and a client meeting.- When the car finally arrived, Anita again provided outdated information on my repair and showed no awareness of the recent updates.This was yet another example of disorganisation, poor communication, and disregard for my time and circumstances.Legal PositionThe above chronology demonstrates:1. Failure to repair within a reasonable time(CRA 2015, Section 23)2. Significant inconvenience caused to the consumer(CRA 2015 requirement breached)3. Breach of duty by an authorised manufacturer repairerLookers caused further detriment through:- Repeated failed repairs- Misdiagnosis- Miscommunication- Attempting to claim against the wrong warranty- Attempting to charge me inappropriately- Lack of updates- Poor customer service- Loss of use of the vehicle for an extended period4. Zopa’s Joint Liability (Section 75 CCA)As the finance provider, Zopa is jointly responsible for ensuring the vehicle is of satisfactory quality and that repairs are handled appropriately.5. Tangible financial and personal detriment- Loss of use of my vehicle for an extended period- Excess fuel costs- Health/pain issues aggravated by unsuitable courtesy car- Time off work / missed meetings- Emotional distress- Risk of losing EV tariff- Extremely poor service from LookersResolution RequestedTo resolve this matter, I request:1. Financial compensation for:1. Loss of use of the vehicle2. Distress, inconvenience and disruption caused3. Time wasted attending the dealership unnecessarily4. Excess fuel costs incurred due to inappropriate courtesy car5. Any avoidable costs relating to the extended warranty claim attempt6. The substantial communication failures and poor service2. Written confirmation that:- The repair is being handled strictly as a manufacturer warranty claim,- No claim will be made (or has been made) on my extended warranty,- I will not be charged any excess or repair cost whatsoever.3. A clear plan of action, including:- Estimated timescales for part arrival and repair completion- Accurate, regular communication- A suitable courtesy car maintained until full repair is completedNext StepsThis letter constitutes a formal complaint.I expect a full written response within 14 days.If unresolved, I will escalate to:- The Financial Ombudsman Service,- SEAT UK,- The Motor Ombudsman,- And consider further action under the Consumer Rights Act.I hope this matter can be resolved promptly and fairly.Yours faithfully,Melanie Sheargold

I wasn’t provided the information I requested. I wanted to know about the history of a vehicle and it was never forthcoming. I appreciate dealerships are busy places and I recognise I’m at a disadvantage because I am not local to the dealership. However, I asked for basic information and it was never provided. Therefore I’m not prepared to consider reserving or buying a car whose history I have questions about. The lack of communication meant I never got the information I asked for and someone else who was able to go into the dealership purchased the car ahead of me. I won’t go back to Lookers Seat Stockport.

Staff and inside showroom environment was fantastic parking is a nightmare

Dear Lookers Team,Good Afternoon.The comments made on Trust Pilot reflect the current situation with Lookers Stockport. The vehicle in question, my wife's car, was purchased new in May this year. The issue began around four weeks after collection. Although we contacted SEAT Blackpool, from where it was purchased, they were unable to assist directly. Consequently, it was booked in for checking at Lookers Stockport for the end of November, five months after the issue was first reported.My wife, Sarah, is a community Health Visitor, so having an accessible, new car is essential for her visits and clinics across the North West. She also has MS, making an automatic gearbox vital. This is her 3rd New SEAT IBIZA.The car was delivered to Lookers, and work started on it on 27th November. Initially, there was a lack of feedback on the timescale and the actual issue. The main screen would black out when returning from the reverse camera view, and it remained dark even after shifting out of reverse, preventing the relevant controls from being used unless the vehicle was stopped and restarted after around 3 hours or so.After 24 hours, we found ourselves chasing updates for a timescale. Each call to Lookers was met with polite but uninformative responses. A few days later, I went in personally to inquire about the vehicle and request a courtesy car - we would have appreciated it if this had been offered rather than asked for. This was another challenge (albeit Eurocars Issue), as no automatic was available, and a suitable delivery time was never agreed upon. Eventually, a car was delivered to our address, but we were not in. The driver left the paperwork and key sticking out of the letterbox. This took three days to arrange, and in the meantime, my wife had to use our son's old manual Fiesta.The last information I received was that attempts to add a software update had either failed or resulted in critical software errors, making the vehicle unsafe to drive and unusable.It has now been 12 days, and we have had no feedback on the situation or whether the vehicle can be successfully repaired.Please advise at your earliest convenience.Kind Regards,Khalid Bostan

the personalised video was a great feature

I had an appointment with Christie at 13:00 on Thursday 04 December with the view of changing m car.Due to the constant traffic holdups on St Mary's Way I left home earlier and had a look around before my appointment time to give me an idea.I spoke to a gentleman that I had an appointment with Christie which he rang her as she was in another building. He informed me that she was across the road and would be there in TEN minutes. At 13:00 no sign of Christie at 13:05 no sign at 13:10 no sign at 13:15 no sign at which time I left.Due to this Lookers in general have lost a sale.

Hi booked my car in for a service and for them to have a look at my car because I had a hill assist warning light come on.The service was done fine under my service plan. When it came to the warning light the communication was poor and shocking I wasn’t really told what the problem was just that it was a wiring problem and that it wasn’t covered under extended warranty which I find hard to believe as I’m told it’s a wiring problem how can that not be covered under warranty ?I was then told after they had the car from 10am to 5pm I would need to come back another day.So I asked if I could have more information on the problem as I had just paid £180 for a test ? They weren’t able yo give me more information which again was frustrating. So I booked the car in for 18th December and asked them how much this would cost to fix they said they would get back to me the next day as it was after 5 so that was fine. This was Wednesday 19th November. So by Tuesday 2nd December I still hadn’t heard anything so I rang up the service dept the lady was rude and I felt like I was keeping her, i explained the situation and she said I would get a call back the next day. Yet it’s the 7th December and I still haven’t heard what the problem is with my car and how much it is to fix. This is totally unacceptable and I feel this seat dealerships communication is shocking.I need to understand what the problem is with my car why it’s not covered under warranty and if I do want it fixed how much will it costBecause the warning light is no longer on and it’s drives fine so I feel I and being ripped off here.I look forward to your speedy response.

I wish to raise a complaint about the difference in prices and services offered to the actual prices being asked to pay.I received an email saying I was due a brake fluid change and via that email I went online to book a service, MOT. There were no service options other than oil and inspect, so I could not really see what I was getting other than a bare minimum. My view was that there would be a report based on the inspection and a recommendation for other work to be done, ergo I had a choice.I reality and once booked I got a second quote via email confirming my booking. This time the cost of a break fluid change had more than doubled and the service tripled.I have asked what kind of service this is because it's unclear what I'm paying for. Example, brake fluid, is that included and if so why would I pay again and at a higher price?Why online is brake fluid £36 and actual price £85?I'm fairly sure this falls short of advertising standards, it is certainly very misleading.Please see attached the two quotes I received.I look forward to hearing from you.Thank you for your attentionAnthony Southworth