purchased vehicle on 28th May, was listed as having 39717, once he got home checked the vehicle over the following day to discover mileage was actually 43730, called dealership up and was advised he would receive a call back. never received a call back. called this monday to chase it up and spoke to Charlene who advised that the deal was still in his favour. have identified a like for like at a different dealership for near same price but actually does have 39500 on the clock and this is what customer was looking for, a vehicle with less then 40k miles on the clock

purchased approved used BMW on 30th March, and was advised they would get holding deposit (£250) aswell as trade in surplus (£2400) within 10 days but still awaiting it and when chasing it up gets advised they will receive a call back but is yet to receive call back aswell.

Ref: DN23XYX (3 Series)Dear sir,This is my 4th BMW in succession but I feel that it might well be my last - and it is not as much about the car principally, it is about Service Management / Admin - not about the Technicians.A little history:Early last year the car’s large display changed itself periodically, seemingly at random. No fault code was evident. I suspected external electronic influence may be the problem as on one occasion the display went off as I passed a hand-held radar check and on another occasion a mild thunderstorm set of the alarm but no other vehicle in the vicinity (M-B-, Volvo etc.) was affected.. So I wanted the problem to be put on the car's record in case it got more serious when the can ran out of warranty.So I reported my wish firstly by using the website form but got no response. I then obtained the Stafford Service Manager's email address and communicated via email but with no response. After about a month I followed this up with another email copy thinking the original may have got overlooked but again no response. I went into Stafford and left messages with reception asking him to ring me but never got a reply. I next called and asked if there was a chance I could speak with him (albeit without an appointment). I was told that he would see me but after about 15 minutes I had to leave as my wife had an appointment. So explaining this I asked if he would ring me and was told this would be no problem. I never did get a call back from him or meet him. However, a couple of days later I did get a call from a lady as I was driving down the motorway. I was not comfortable holding a conversation at speed and asked if she would call me the following day but have never received any further communication on the matter.The display still changes (home screen/all apps/full size map) occasionally.Now to the current problem which is my cause for complaint. You will see eventually why I have just discussed the previous communication problem at length as a pattern emerges.I am quite convinced that the salesman, Karl Garrod, told me that the cost of my MOT would be nil up to and including the one due on the car’s 5th birthday.Stafford told me that it was unlikely that they would be be able to perform the 1st MOT as they had a problem with their equipment but I could take it to Mercedes, Stafford. As I have a 5yr Service Plan and free MOT (so I understood), I asked Stafford if BMW would handle the arrangements and this was confirmed as the plan. I decided to check out the free MOT before hand as I could not find a reference in my paperwork but was very sure my recollection was accurate. So I rang (24/04/26) Stafford Service switchboard (or so I thought) and spoke with Charlotte who investigated whilst I was on the phone and eventually found to her satisfaction that my MOT would be at no cost as I had I plan commencing on the 7th of June. I asked if this could be put on the car’s record so we did not have to go through this again and this she agreed to do. (My wife recalls overhearing this last part of the conversation). I was very pleased with Charlotte.So I go into Stafford (15/05/26) to book the MOT. I mention to a lady booking Service appointments about the free MOT and am told that the cost of the MOT is never free. I explained what I had been told the salesman and backed up by Charlotte only to be told ”We haven’t got a Charlotte’. As nothing could be found on the records about the free MOT she said there was nothing further she could do. I understood her position but was not happy. Could Charlotte be perhaps at Stoke or a Call Centre? Could we call the Call Centre? No number for it was apparently available. She promised to investigate but as they were extremely busy (she had already told me this when I asked to have brief word with a technician about the response time of my auto-dipping headlights, declining my request saying “Mine is like that. That’s how they are”.) But it would not be possible until the following Monday and she would call me with the result of her enquiry for Charlotte. I have received no response.I decided to try to find Charlotte myself. A call to Stoke informed that she did not work there. But unlike Stafford they readily gave me the Call Centre number and put me through to it. Charlotte did indeed work at the Call Centre but was not at work that day, so first I explained to Zain who said he would listen to our conversation of the 24th and ring me back. Very quickly I had a call from Craig who told me I was not eligible for free MOT. I asked had he listened to the recording of our conversation to be told that he had. I strongly doubted this to be true as there was insufficient time for him to locate and listen to our conversation. Listening to the last few minutes would have resulted him hearing me being told the opposite. I asked in that case if under the circumstances, a goodwill payment could be possible. he said he would certainly approach his manager about it. I have had no call-back from them.The following Monday I decided to try to recontact Charlotte who picked-up my call. On explaining my situation and reminding her of our conversation and the wish that its outcome was put on the car’s record, she soon re-confirmed that I was indeed entitled for free MOT and could not understand why it was a problem to Stafford. She promised to communicate with them. That afternoon I had a call from Sophia at Stoke who told me I was not eligible. I asked if her call was result of communication with Charlotte to be told it was. Not understanding why Stoke were involved I explained my position and asked if to she would get back to Charlotte to clarify her understanding which she promised to do. She also offered to escalate the matter to her manager who would get back to me. I have not received any further confirmation from them.I am extremely annoyed with broken promises from the initial sale through to the earlier unwillingness to your Stafford Service Manager to make contact in writing or the face-to face and the ongoing Service Department / Call Centre staff continually not fulfilling promised actions. I spent a not inconsiderable amount of money on my car and feel I have not at all well looked after.Rightly or wrongly, I feel that there is an ethos at Lookers for some employees to fob customers off with a promise they have no intention of keeping, ignoring them, or refusing to communicate with them. I don’t know if this is due to pressure from above or general indifference.I am requesting that you investigate my complaint thoroughly and put the matter right. Service staff are very keen to seek out a score of 10 on their personal performance but there are (with one possible exception) no high scores merited here.Yours faithfully (+ angrily + disappointedly ),John Bennett01889 80361107758 452456

I have already raised a compliant about Michael Edwards, who continues to ignore my email requests for the refund of my pre-paid extended warranty. I have sold the car before the policy started, and Michael informed me that this cost would be refunded in this case.The warranty company, RAC, have told me that the dealership is required to refund the monies as the policy hasn’t yet started. This issue has been going on for months, and in this time Michael has only responded to one email - following my first compliantI am awaiting the refund of £700

I haven't received a response from Lookers Crewe and Stafford, so I would like to contact you for assistance.I bought my car (YB21NHX) together with an RAC warranty (warranty agreement number 1188260 with the start date of 22 September 2026) from Lookers Stafford. The warranty agreement (dated 22 September 2025) states that the first inspection will be completed at the start of this plan.Should I book an inspection with Lookers?Alternatively, if an inspection is not necessary for the validation of warranty, please can you or Lookers confirm in writing?

Dear SirsI’m writing to file an official complaint.I asked to be sent my finance agreement.It was a simple request that has been ignored by several emails and several telephone calls to branch (Stafford Lookers).Its been over a month and still I wait.The reason I do not have the intial email is because I was sent no fewer than 6 agreements on the day I purchased the car and all were deleted in the debacle.It’s unacceptable that I have not been sent a copy of this documentation. It’s a legal requirement.Without the papers I can’t manage my account online and I do not know who to call now that my vehicle has developed a fault.I await your response and a copy of the agreement (and or its number so I can access it on line).Belinda McGinleyGrey BMW X3 HH20 BEL

I am owed over £2,000 from a P/X and car purchase. Was told it would be paid in 5 working days or so. After 10 days received nothing. Went to dealership to ask for them to sort on 13/5/26 and was told they would. Still nothing in the bank on 14/5/26. Emailed asking why and for someone to come back to me - nobody replied. Called on Friday 15/5/26 and spoke the team member who sold me the car. Asked him to sort a same day payment as money was required that day. I followed up later and was told he had spoken to the manager of the dealership and a same day faster payment had been authorised - this was at 1.30pm. Was told the money might not arrive that day and could be Monday. I queried this as same day faster payments arrive within a few hours. No money arrived Friday. Monday morning and still no money. Spoke to manager of dealership in person over the phone -(supposedly) the same person who authorised the same day transfer the previous Friday who told me that the accounts team had not processed the payment, he didn't know why and would chase it up. I questioned this with no apology given nor that the money would be transferred immediately and he would rectify the problem. Effectively I have been repeatedly lied to about this whole situation and don't understand why the money has not been paid back to me when I purchased the vehicle on 27.4.26? I will be visiting the dealership again in person today

On 7th april i came to test drive a car at bmw stafford, and got an offer at the time which detailed a £10k cash deposit. The following Saturday i placed a holding deposit on the car of £500 and paid for an additional insurance policy, total amount on my card £776, meaning that there would be 9500 remaining to transfer to cover the cash deposit. I am certain that this was verbally confirmed with Suraj before leaving. When i come to receive documents on the following Wednesday, the day i picked the car up, £500 more had been added to the finance deal, meaning that i had sent £500 too much by bank transfer the day before. Ed and Suraj seemed confident that the refund would be no problem so i proceeded, on the basis that the money would be returned to me within 2 weeks. On chasing i had been assured that the money would be with me today however it has still not arrived. It has now been over 4 weeks. Please resolve this as soon as possible.

I have been in email contact with the salesperson regarding the issues listed below, but replies have been slow (often taking a couple of days). Apart from the first two items, all issues were raised during the test drive before purchase.Issues Identified:1. Headlights found to be not MOT‑compliant due to a bent rear level‑sensor arm, raising concerns about how the vehicle passed an MOT the day before collection.2. Boot intermittently fails to power‑open using both the key and the boot button.3. Squeak and rattle from the rear, noticeable over bumps and uneven road surfaces.4. Brakes squealing, particularly at low speeds with light pedal pressure.5. Dents and paint chips still present on collection, despite being told these would be repaired beforehand. (Some were sorted out)The car is now booked into my local BMW dealer for inspection and repair, but these issues should have been identified and resolved prior to sale.To confirm the headlight fault, I had to pay a local MOT garage to check the alignment, and I am still waiting for guidance on how to claim this cost back.The fact that the car would currently fail an MOT raises serious concerns about whether it was properly inspected before purchase.

I have requested the refund of my deposit on the 19th April, my request has been ignored, I have tried to called and emailed, but still no answer whether or not my refund has been processed.