I contacted the Lookers BMW Stafford branch on Saturday 28th March in regards to a used Skoda Scala Monte Carlo that was advertised for sale on Autotrader and your website (https://www.lookers.co.uk/used-car/skoda/scala/1-0-tsi-110-monte-carlo-5dr/id/797045) - in "stunning condition" and "Lookers approved". The vehicle would have been for my son, Daniel, who is 19 and studying at university. Michael Edwards contacted us later in the afternoon and sent a video presentation, in which he highlighted three faults (cracked windscreen, paint defect on bonnet and broken rear air vents), all of which he stated would be fixed. We initially planned to come up for a test drive on Good Friday (3rd April). Living in North Kent this is a 3+ hour drive, but given this is the type of car Daniel was looking for and the keen price, we were happy to do so. However, in the follow up call on Sunday 29th March Michael stated that everything could be made ready for test drive and, assuming all was well, subsequent purchase and drive away on the same day if we were able to pay a £500 deposit via credit card (which I paid that evening). A further call from Michael directly to Daniel that afternoon involved the usual offers of extended warranties, paint protection and finance. Daniel discussed those with me that evening and, in the next call with Michael on Monday 31st March, declined all of these extras. Michael pressed specifically on the finance agreement, and Daniel repeated that he wished to pay in full and not commit to any finance agreement as he is a university student. Michael stated that he would be in contact on Wednesday or Thursday to confirm the arrangements for Friday morning. By Wednesday evening Daniel had heard nothing and, given that he was working on Thursday, asked me to call Michael on Thursday. This I did and, after a series of messages and call backs, finally had a meaningful conversation at 18:30 in the evening. Here I determined that, despite the earlier commitment, neither the paint defect on the bonnet nor the broken rear air vents had been fixed. Michael stated that the paint damage was more extensive than he had realised and it was not cost effective for Lookers to repair. He again attempted to sell a finance agreement and, once more, I reiterated that Daniel wished to pay in full and, as a university student, had no desire to take out a finance agreement. Despite all of this, and recognising that the car was keenly priced, we stuck with our plan to come and view / test drive the car on Friday morning.On Friday we arrived at 10:00 and met Michael a little later as agreed. Daniel completed the test drive and found it to be an excellent car. Michael confirmed that a £50 reduction would be offered in lieu of fixing the broken air vents. I reviewed the paint defect on the bonnet, obtained a price from an independent body shop known to me, and asked Michael if Lookers would be prepared to meet half way on the repair costs. Michael declined, stating that there would be no further reductions in the price unless we took out a finance agreement as you weren't making enough money on the sale. In recognition of the price of the car and then journey we had made, we therefore agreed to finalise the purchase. At the point that Daniel was about to transfer the money to your bank account, Michael announced that your accounts system was down and incoming payments could not be verified. After approximately half an hour, he updated us to say your system would likely be down all weekend - and the only option to complete the purchase whilst we were there would be to take out the finance agreement. Yet again we declined. As we left the premises I asked Michael to return the £500 deposit which I had paid by credit card and, as a final frustration, he stated this would take up to ten working days.It feels like quite a coincidence that, following the relentless push for Daniel to take out a finance agreement to pay for the car, your accounts system failed at the exact moment that then left us with that being the only option to complete the purchase. A more cynical person might suggest something different had gone on but, of course, I have no evidence of that.My complaint does not especially centre on your sales executive, Michael Edwards. He was personable and polite across our exchanges, although it felt clear that his interest in the sale declined across the week and the responsiveness of his communications left a lot to be desired. I recognise that it was our choice to travel 3+ hours, but equally we did so in good faith and I felt some assurance that we would receive reasonable treatment and service from a BMW main dealer of Lookers supposed calibre. How wrong I was and, with the benefit of hindsight, the warning signs were there - the repeated attempts to sell a finance package to a university student, who would of course not be eligible and would therefore need a guarantor - me - and attract a higher level of interest). I do recognise that car dealerships make a significant proportion of their income from extras, especially finance agreements, but if these are to be a condition of sale this should be stated. All this in a week where the motor trader industry is facing scrutiny for historic mis-selling of payment protection insurance.As a result of this we have wasted hours of our time and a not-insignificant amount of money on travel and subsistence. Our experience feels more akin to the antics of a back street motor trader, rather than a supposed premium car dealership. I will not be going anywhere near any Lookers dealership in the future.Please ensure that the £500 deposit is returned to my credit card and confirm that this has been done.

Vehicle Registration: AP20 DSYVehicle: Peugeot 3008 Hybrid4 (2020)Date of Purchase: 24th June 2025Dear Sir/Madam,I am writing to raise a formal complaint regarding a vehicle I purchased from you in June 2025: a Peugeot 3008 Hybrid4.Since purchase, I have driven approximately 3,000 miles. The vehicle currently has around 72,000 miles and a full service history.The vehicle has now suffered a major fault and is currently with a Peugeot-approved garage local to me. I am advised that it requires replacement of the rear electric motor and onboard charger, at a quoted cost of approximately £11,000. I have also been informed that this repair comes with no guarantee that it will resolve the issue.The vehicle has been off the road for approximately 8 weeks.Given the nature of the failure, I do not consider this to be reasonable wear and tear. These are major hybrid system components which should be expected to last significantly longer than the period of ownership and mileage I have covered. The failure of such components after minimal use strongly indicates that the vehicle was not of satisfactory quality or durability at the time of sale.Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and durable. I believe the fault was inherent at the time of purchase.Furthermore, the length of time the vehicle has been off the road, combined with the lack of a confirmed or guaranteed repair, constitutes a failure to repair within a reasonable time and without significant inconvenience.I am therefore holding you responsible for this matter.I will not be authorising or paying for the proposed repair. I require that you take responsibility for resolving this issue. The vehicle is currently at a Peugeot-approved garage, and you are welcome to liaise with them directly regarding diagnosis and next steps.I request that you confirm how you intend to resolve this matter within 14 days of this email. I am seeking either:- A repair at your cost, or- An appropriate alternative resolution.If I do not receive a satisfactory response, I will have no hesitation in escalating the matter further.I look forward to your prompt response.

Requested refund for warranty taken out, which is no longer required.

I reserved a vehicle (AF71 ZXJ) and booked an appointment to view and test drive. On arrival the car was in poor condition with badly corroded and curbed alloy wheels and half eaten drinks left in the back. Despite knowing I was coming over 24 hours in advance there was no preparation.Joe the salesman was great and very personable, but the experience went downhill when the manager refused to refurbish the wheels unless I bought add ons I stated that I didn’t want - being paint protection, alloy protection or an extended warranty. He stated the wheels would only be done if I purchased one of these packages.I decided to walk away. Ironically the wheels were offered for free the next day but by then I had moved on.The reason I am now complaining is because I’m still chasing the return of my deposit with no response to multiple emails and will now have to contact my bank. Very disappointing for a main dealer.

This email detailing my complaint was sent tp the head of BMW Stafford 14 days ago and has gone unanswered.Dear Sir or Madam,I am writing to formally register my complaint regarding a vehicle purchased from your dealership on 5 August 2025.Faults with the vehicle were reported to you on 7 November 2025 - within six months of the purchase date. Despite this, I received no substantive response until the New Year, at which point I was informed that the vehicle’s warranty had expired and that no further assistance would be provided.I wish to make clear that my rights in this matter are governed by the Consumer Rights Act 2015, not the terms of any manufacturer’s warranty.Following your refusal to act, I provided one of your sales representatives with photographic evidence of the faults, along with a mechanic’s written assessment advising that the vehicle was no longer safe to drive. A second independent mechanic has since confirmed that the engine requires replacement.I am willing to facilitate a technical inspection by an engineer of your choosing, and would be happy for your representative to liaise directly with my mechanic. Please contact me at your earliest convenience should you wish to arrange this.As you will be aware, under the Consumer Rights Act 2015, where a fault is reported within the first six months of purchase, it is legally presumed to have existed at the time of sale, unless the retailer can demonstrate otherwise. The burden of proof therefore rests with you, not with me.In circumstances where a repair or replacement is not possible, proves unsuccessful, or would cause the consumer significant inconvenience or unreasonable delay, the consumer is entitled to reject the goods and claim a full or partial refund. Given the severity of the fault - engine replacement - I consider this a proportionate and reasonable position.I am therefore requesting that you confirm, in writing, which of the following remedies you intend to provide:Full engine replacement at no cost to me; orRejection of the vehicle, a full refund of the purchase price, and the unwinding of any associated finance agreement.I would ask that you respond to this letter within 14 days. Should I not receive a satisfactory response within that timeframe, I will have no alternative but to escalate this matter to The Motor Ombudsman and seek further advice regarding my legal options.Yours faithfully,Shaun Davis

Dear Andy and AnnaGiven the health and safety concerns involved, I would appreciate this being escalated to the appropriate level of senior management.I currently have an active complaint regarding a vehicle purchased from BMW Stafford on 19 December 2025, and I’m struggling to get any meaningful progress despite following the correct process.The braking vibration issue was first noticed on the day of purchase while driving back to London, and I raised it shortly after, on 14 January (as per my earlier email correspondence). At the time, I was advised to wait until after the Christmas period due to the holiday closure. In good faith, I allowed this and waited a couple of weeks into the new year before following it up further.The issue has since been confirmed as warped brake discs. From early on, something didn’t feel right with the car, and to be honest, I haven’t been able to properly enjoy it since purchase, which isn’t what you would expect from a main dealer experience.I’ve made a number of attempts to resolve this, including chasing the RAC warranty myself as the policy was not provided at the point of sale, which caused delays. I have also tried contacting the dealership multiple times, but I’ve had no meaningful response or callbacks, which has been frustrating given the situation.What concerns me most now is safety. Each time I drive the car, particularly when braking at higher speeds, it doesn’t feel right. As a father of two young children, that’s not something I feel comfortable taking a risk on.I contacted your complaints team again and understand the matter has been referred back to the dealership. I have not been given any clear plan or timeframe.I have a long family journey planned this Wednesday, and at this point, I am genuinely unsure whether it is safe to make that journey in this vehicle.I have tried to remain patient and give the dealership the opportunity to resolve this, but given the time that has passed, the lack of response, and the safety concerns involved, I would really appreciate your assistance in ensuring this is reviewed urgently and resolved appropriately.Kind regards,Ranjeet RathoreCurrent vehicle registration: R1 TNJ (purchased plate WM69 PZA)

bought in October 2025 and vehicle is currently unusable due to multiple issues, horn stopped working, auto headlights intermittent, audio system cuts out, range issue aswell, fully charged and only showing 180 miles even though advertised as closer to 300 miles. is disgusted by the attitude of conversation when he called the dealership to find out next steps to essentially be told no our problem and to bring vehicle in himself.

Bought a bmw July 2024 with 44k mileageAt 50k it needed a new clutchNow at 66k the timing chain is faultyAccording to my consumer rights I believe I have some recourse

am writing to formally lodge a complaint regarding a vehicle purchased on 19 December from your Lookers Stafford BMW dealership.A braking vibration issue was first reported to the dealership on 14 January.Since then:I did not receive the RAC warranty documentation at the point of sale (salesman Michael) and had to chase this for months separately, which delayed progress.The issue has been confirmed via the RAC process, with a bodyshop report identifying warped brake discs causing shudder when braking. (attached)The claim was declined only due to warranty exclusions, not due to the absence of fault.The concern has now progressed to a safety issue when braking from higher speeds, particularly when driving with my children.Despite multiple emails and phone calls, including attempts to contact the Aftersales Manager (Lee), to share the inspection report and to reach management, I have not received a response or a callback.

I attended the dealership on Friday 6 March and looked at a car. The sales representative was Kacey Moore. I wanted the think about the car first and I paid £250 as I thought that would reserve the car whilst I thought about it. I was then contacted by Edward Hark who explained that Lookers did not operate a reserve system and if someone wanted to buy the car whilst I thought about it he would do so. I agreed that seemed sensible and that I had been clear with Kacey that it was a risk I was willing to take. He agreed that the £250 should not have been paid and it I did not want to buy the car I could have the £250 back. Later that day we could not reach an agreement on the car and Kacey confirmed in an email that I could have the £250 refunded. I emailed Edward and Kacey on Saturday saying this was a gentle reminder about the refund. Edward had an out of office but Kacey did not. It is now Tuesday and (i) the refund remains outstanding and (ii) neither Edward or Kacey have contacted me. I have emailed them both this morning (10 March 23). Yesterday I contacted the dealership about the refund and I was advised to speak to your accounts department. I was given a number to call. I did so but I was told that the department was unavailable and they would return my call later that day. I did not received a call. Please arrange the refund.