I am writing to raise a formal complaint regarding work carried out on my vehicle at Lookers BMW Stafford.My vehicle was originally booked in on 07/04/26 for recall work relating to the airbags and EGR cooler. Upon receiving the vehicle health check video and report on that date, there was no mention of any oil leak. In fact, the technician explicitly stated that “the underside of the vehicle looks to be in good condition,” and no leak was visible in the inspection video.I collected the vehicle on 08/04/26, having been advised it would only be required for one day. I was informed that all recall work had been completed, including the replacement of the EGR cooler. However, immediately upon starting the vehicle, I noticed several issues that were not present prior to the visit:An amber engine management light (EML)Significant brake vibrationTPMS warning showing zero PSI on all four tyresI contacted your team the following morning and arranged for the vehicle to be returned on 14/04/26. During this second visit, a further health check identified an oil leak, which had not been reported during the initial inspection.When I queried this discrepancy, the service advisor was unhelpful and insisted the issue had been previously identified, which is clearly not supported by the original report or video evidence.After collecting the vehicle on 14/04/26, I took it directly to an independent garage. Upon arrival, there was visible smoke coming from under the bonnet. The independent inspection confirmed an engine oil leak originating from the oil filler extension tube. Additionally, an oil-covered O-ring was found at the bottom of the engine cover.I was also informed that the breather tube connected to the EGR cooler had been split, which appears to have occurred during the initial recall work. Despite this, the vehicle was returned to me in an unsafe condition.The only resolution offered by your service advisor was to return the vehicle for a further inspection. Given the series of issues and the handling of this matter, I have lost all confidence in your workshop and declined this offer.As a result, I have had no option but to arrange and pay for repairs at an independent garage. I believe these costs have arisen directly due to the work carried out by your technicians, and I therefore expect to be reimbursed in full.I can provide both vehicle health check videos and reports from each visit, as well as documentation from the independent garage, upon request.I request a prompt investigation into this matter and a formal response outlining how you intend to resolve this issue.Yours faithfullyLucy Tranter

cust paid £500 deposit on the 13.03.26 the cust has been iinformed that the refund has been processed however they have been onto Lloyds today and they have no pending credits. can you investigate

The faulty charging unit was reported to you through Zenith whilst I was on the phone to them. I requested a loan car for the diagnosis appointment and was told by your agent that it would be £35 and make approx 1 week delay for a loan car to be available, despite my protests of it being under warranty. Therefore as an earlier appt was available without a car, I took this option and spent circa £40 on taxi fares.When I collected my car, I made the arrangement for it to come back on 10/4 for the charging unit and door handle to be replaced. I again asked about a loan car and was offered one free of charge and told that I could have had one previously f.o.c. as the car was under warranty. I am therefore c.£40 out of pocket. At this interaction I also discussed with Scott that my partner was interested in the IX3 due to her need for extended range. I was offered the opportunity to take the IX3 for the day on 10/4 so that we could have proper test of the vehicle. As requested, I called your centre on 31/3 to confirm that we'd like to take up this offer. Having received no comms since then, I assumed this was now arranged.Week commencing 6/4 I received notification to check-in online. I did this and noticed that the work scheduled was to replace a faulty indicator cluster! I added notes to the check in form to confirm the actual work needed. I received no further contact.On 9/4 @17:44 whilst travelling back from Brighton via train specifically to deliver the car to you today, I received a call whilst at London Euston to tell me that the parts hadn't arrived, but with no reason for this. Had I have been notified earlier in the day I could have saved myself a very stressful train journey! I was told that the earliest fix would be Monday 13th April. I was obviously frustrated but took this option and specifically asked for a guarantee that this would resolve my issues as I would again have to rearrange work to accommodate your failing. I was given this guarantee over the phone and assured that a loan car would be available.10/4@11:51 I received a call to tell me that the door handle will not be ready until 28th April!! So much for the guarantee! But that the charging unit will be fixed on Monday. As delivering the car to you on Monday is causing me some challenges with work arrangements, I asked if I could drop the car today, keeping the loan vehicle until I collect my car on Monday. I was told that the reserved vehicle had now been issued to someone else. I doubt this to be the case given that my work was only cancelled at 17:44 last night! I also checked that it would still be IX3 that I was using on Monday to be told, no, the IX3 is only available for 30 minute tests. Again, I'd received no warning of this and had originally arranged to meet my partner at lunchtime today to take her out in the IX3 so she could get a sense of whether she might like to order one.Regarding the door handle, I'm not available on 28th April so this will not be fixed until 3rd May requiring a 2 day appointment as the handle needs to be painted! I'm unsure why it can't be painted prior as you obviously know the colour of my car!So in summary, my car remains faulty, the service is shocking and the communication farcical. I am out of pocket, continue to be inconvenienced and have little faith that the work will be completed to fix my car if the workshop follows this pattern.

HiI left a negative Trust pilot review and was asked to speak to Customers Complaints in turn they asked me to send an emailCar DX23NVU cost £47000Date purchased 30/10/2025Dealer Lookers BMW Stafford ST17 4PQComplaintAfter less than 1000 miles the car went for an MOT who advised both front wheels are buckled ( £2500 to replace)Dealer ResponseThey insist I have done it as they had replaced the front and rear passenger side wheels with new before collectionMy responseThe front passenger side is not a new wheel , according to Eddie Webster ( salesman who sold the car) the front passenger side wheel was repaired morning of my collection , the original sales video clearly shows Eddie pointing out the damage on the wheel and confirms it will get repaired before collection see attached video https://video.citnow.com/vs65C8CL1frThe frustration is despite lots of emails I’ve had one call from Toby Mayer who didn’t know the wheel had been repaired said he would look into it and call back , last I heard from anyone at Lookers .BMW customer service has been involved but the garage are not prepared to offer anything insisting I did the damaged , it my 3Rd BMW 6 series / 8 series in over 200000-mile I have never had a buckled wheel but Looker BMW expect me to accept I did 2 in less than 1000 mile.Quality of ServiceEddie Webster the Salesman was excellent . Katie McElroy was very helpful ; both were stopped from resolving the issue by snr managementToby Mayer called to resolve but didn’t know the details , never called back ignored all my emailsEddie Hark , introduced himself when I was spending £47000 then ignored all my emailsI’ve had to chased every single email .phone call to get a response the snr management have been disgraceful in the approach trying to ignore the complaint and hope it goes awayIn actual fact this is my 3rd car from this dealership having spent almost £200k in total , the first 2 cars were Knights who’s service was excellent , Lookers BMW Stafford have been a nightmare, the closest I can like them too is dodgy 2nd hand car dealers really damaging the Lookers BrandRegardsMark Winterbottom07795306642

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)