I put a deposit on a vehicle that i was looking to purchase, my circumstances have changed and now i do not want the vehicle anymore. I have emailed Kaycie and Edward from Stafford BMW and i have waited patiently for a response. I just don't know what to do further to get my deposit back. I was told the deposit is to just hold the car and if i changed my mind i would get it back. Now when i email i don't get a response.

Customer picked vehilce in January has just started to drive due to the insurance, Light has come on saying front brake requiring servicing - Customer was told the front brakes were ok , on checking the front discs and pads are required . Lewie has sent through an email to Joe Pepper on Friday 20th February- had email back from branch saying he would be call twice and but is still waiting customer has tried calling a number of time but not getting through, eventually when Lewie got an answer he was told not to keep calling and the branch was looking into the issue.

Customer has paid £509 was paid on the 9th January to reverse a vehilce the customer did not want to go head with the sale and been chasing refund for 3 weeks customer spoke Jackie Hogan about this but still not refund been issued.

Good morning,I have seen on Trustpilot that communications from Lookers BMW Stafford is not always the best, which is my experience with them.I see from your responses you ask customers to contact yourselves so you can investigate and improve your processes.Rather than put up a negative review on Trustpilot I have decided to contact you first in the hope you can help.My complaint\query is outlined in my email dated 27th January to Lee Tuckett who I believe is the service manager.Could you please investigate as of today haven’t received a reply.What is really disappointing is that my initial dealings with the dealership were really good and positive, but have gone down hill since.Best RegardsChris RileyFrom: Chris RileySent: 27 January 2026 09:03To: 'leetuckett@lookers.co.uk'Subject: Concerns with the service receivedGood morning Lee,I’m writing to you unfortunately to complain about the lack of responses to my enquiries since my vehicle was with you before Christmas.As can be seen from the email trail below I have asked to see the diagnostic report that was run against my vehicle and if the battery was tested during the investigation.Unfortunately, up until the writing of this email I haven’t received a response which I think is a little discourteous and surprising given Lookers are representing a premium brand.The points I would like raised are as follows:1. I have asked twice to see the diagnostics report that was run against my car that highlighted the errors reported on the vehicle. I’ve yet to receive a reply.2. Why isn’t the diagnostic report shown on the invoice?3. If the battery was tested, where is the diagnostic report for this and again why isn’t it shown on the invoice? BMW don’t normally miss an opportunity to charge for these things.The battery has been tested independently and was found to be unstable and has been replaced.4. On the invoice it states that‘control lighting system / fault code for ECU lighting control unit required programming/through programming initialised widows osr window motor not operating window stuck in the up position requires new window regulator’If it was only the ‘regulator’ why was it necessary to replace the window lift and drive?Apparently the wing contained water when the fitting was taking place and the technician needed to drain this, I would suggest this may have had something to do with the regulator being reported.Water in the wing is a known problem with the convertible as the skirts fitted to the under sill are from the coupe and block the drainage holes in the back wing.As raised with Kacey at the time ‘running the diagnostics’ didn’t highlight the fault(s) that caused the warning lights to show and only reset them.The ‘fault’ with the regulator wasn’t picked up until the system was being initialised.I believe the fault may have been caused by the battery.Can you please look into the points raised above in particular what has happened with the diagnostic report and whether the battery was tested.Whilst Kacey may not have been able to answer my concerns, I would have appreciated an acknowledge to my emails, I would just consider that as good customer service.Hopefully you can help.Best RegardsChris RileyFrom: Chris RileySent: 20 January 2026 14:45To: 'Chris Riley'; Kacey MooreSubject: RE: LX 15 HGL - Problem with control lighting systemHi Kacey,Happy New Year.One of the issues that was displayed in the car at Christmas was that the battery was discharging whilst the vehicle was stationery.I did ask whether the battery had been tested by yourselves and you said it had although this is not shown on the invoice.The battery message has since displayed several times since I returned from holiday.Today, I have had the battery and alternator tested today and the battery been flagged as unstable.As discussed at the time you advised me that resetting the warnings was the first step in the BMW process.I did raise the question that this hadn’t ascertained the cause of the problem just cleared the warnings.I believe the unstable battery may have been responsible for the warnings that were issued.Whilst the replacement of the window parts may have been required I haven’t seen the diagnostic report, something I believe BMW normally suppy.I would like to see the diagnostic reports that were done on my car including the battery test.Would you please let me have a copy of the diagnostics report that was done on my car before Christmas.Best RegardsChrisFrom: Chris RileySent: 30 December 2025 10:27To: Kacey MooreSubject: RE: LX 15 HGL - Problem with control lighting systemHi Kacey,My Christmas was good thanks, apart from being ill for Christmas Day.Unfortunately I won't be able to drop the car in until the 2nd week in January as I'm away from tomorrow and I need my car to get to the airport.I drove the car yesterday without warnings which makes me wonder if the issue may be due to damp as it hasn'trained recently.I'll let you know how it goes.I'd be interested in seeing the diagnostic report.Could you arrange a copy to be sent to me please?Wishing you a Happy New Year.Best RegardsChrisOn 29 Dec 2025 16:32, Kacey Moorewrote:Hello Chris,Hope your well, hope you had a lovely Christmas.Disappointed the programming hasn’t resolved the issue.When are you free to drop the car off with me and I will get the technician to investigate this for you.ThankyouKacey MooreService AdvisorLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999lookers.co.uk/bmwlookers.co.uk/miniFrom: Chris RileySent: 23 December 2025 21:30To: Kacey MooreSubject: LX 15 HGL - Problem with control lighting systemExternal Sender: Confirm legitimacy before acting.Hi Kacey,looks like the reprogramming hasn’t solved the problem only reset the alerts.I have had the warnings come up twice this evening.As was the case yesterday the only thing that seems to be affected is the indicators as they behave as if a bulb is out by flashing quicker than normal.For information:I have seen this happen when the back light units were playing up but the warning at that time indicated which unit had the problem.Both lighting units have been replaced with genuine BMW replacement kits.The car is fitted with a towbar and a compatible lighting component was fitted and programmed to the car.Can you please call me on 07976 279792 to discuss.Many thanksChris

I purchased a BMW X3 from Stafford BMW mid December 25.On the drive home we noted a petrol smell inside the car when leaving motorway services. We initially thought it was from the services.However it came back again the following day. I flagged the issue to the sales person and advised I’d be getting it investigated by my local BMW (BMW Kirkcaldy). (I live 3.5hrs from Stafford BMW)Initially no fault could be found, but BMW Kirkcaldy have now identified a seal around the fuel cap had been fitted wrongly and fumes were being vented into the cabin.BMW Kirkcaldy contacted Stafford for the repair to be authorised, but they would not authorise it.I have tried today to contact BMW Stafford to establish why, but all my calls and callback requests have failed to get any response. The fault was clearly present when the car was purchased, I feel that Stafford BMW should authorise the repair.

Deal was made with customer 16th January was pick up date - had a call from branch saying the finance was accepted on Friday 15th January at around 5pm . Customer was asked to send over a copy of bank statement which he does not agree with or happy with. has asked for his £500.00 deposit back. Had no replay from branch regards to this .

purchased the vehicle in approx May 2025. When he went to view the car it was scruffy and some damage that they were going to resolve. They did get some of it sorted with a verbal promise of a free tank of fuel. Rear parking sensor and some interior problems. The car was unacceptable and they agreed to have it cleaned by an external company, the leather cleaner got too wet and leaked all over the car. Empty promises, the cust visited and spoke to the manager and let him know that he wasnt happy. Cust had to get someone else to clean it and they said they would cover the cost. Wouldn't give the fuel which had been promised. No communication from the dealership. Cust has never received the V5 called the dealership and advised they were going to call back, called DVLA today to be told it is still with Motortrade. Called again today and they dont seem to care.

Bought a x3 2019 bmw from Stafford Lookers. On the 20th Nov 25. Had a terrible experience, customer service and support terrible. Tried to reject vechicle within 30 days due to poor handling shaking wheel alignment and balancing out drastically. Still refused rejection, told me alignment and balance of wheels Been done. And haven't. Taken vehicle to independent garage kwik fit today and had to pay to have work carried out. As frightened to drive car . Just so upset with how I've been treated and fobbed off. Feel because I'm a women and single parent trapped and left with no car over Xmas. Made complaints by emsil. All ignored and just don't know wat else to do. Spent all life savings on a car I'm to frightened to drive.. can anyone please helpThe management team have been so rude and unhelpful.. I'm genuinely so upset lost all faith in bmw and never been treated so badly in my life.

I would like to make a complaint about Stafford BMW, as I purchased a car from a local independent garage in Seaham, Tyne & Wear on 23/8/2025 & few weeks after purchase the Horn was going off at random when driving and when sitting in traffic, so was unable to drive the car. I was advised that the previous owner had the steering wheel replaced at Stafford BMW in July this year, so I booked the car in with Newcastle BMW to be investigated, as my car is still under BMW manufactures warranty. They found that the horn switch wasn’t connected properly by Stafford BMW and worked itself loose and was causing it to go off and said that I would have to pay £150 for the investigation, as it wasn’t covered by warranty due to Stafford BMW not connecting the horn properly. The service dept at Newcastle BMW emailed a video and written proof to Stafford BMW to their Service Manager showing them the fault, but after Newcastle BMW contacting them to see what was happening they have refused to admit they made a mistake and have refused to reimburse the £150 I had to pay Newcastle BMW to release my car. I have even contacted BMW Head Office about this and even they have been unable to resolve this & told me that Stafford BMW are no longer pursuing this, which I think is totally unacceptable behaviour, as they have made the mistake & I have had to pay for it. I would be grateful if you would look into this.Regards Mr Topping

Hi Lookers teamWe completed the handover of our brand new vehicle on 28/11/25. A 320i touring, originally plated DV75 LSD.I would like to start by giving a special mention to two staff members, sales executive Georgia Coker and new business manager Charmain Buchanan. I'm incredibly grateful for their time and efforts making our dream new car a reality, both were incredibly patient during the long process of picking a vehicle back in September, and went above and beyond to confirm the new spec on our G21 LCI2 prior to creating our final order.The process from build to handover was smooth and well communicated. We hit a snag when our old car being used as a trade in was involved in an accident, however Georgia was nothing but sympathetic to our situation and gave us all the time we needed to rectify this before handover.I'm disappointed to hear that the feedback form sent by BMW has been used against Georgia in terms of her commission for this sale, as my rating reflected the BMW brand and not sales executive service, something I would be keen to discuss or rectify if possible.I digress, my real complaint is at the after sales service, particularly the dismissive attitude of general sales manager Toby Mayer. We had an unfortunate situation where the invoice price for our vehicle was not paid in full (rectified as of 18/12) and initial £500 deposit not accounted for or returned (we're still waiting for this!). I called into branch 12/12 to query this and as expected Georgia was quick to act, sending an email to the finance admin team straight away. Come Tuesday 16/12 I called the branch to chase, and this is where things came unstuck. Georgia was not in to provide an update, so I pushed for a manager and was transferred to Toby. He was instantly dismissive and frankly quite rude, please listen back to the call and judge for yourself, however I would deem his behaviour to be unacceptable. When questioned about a timeline for refund he refused to provide one, not even a guide as to when someone would be back in touch, no sorry for the inconvenience, no apology or acceptance that a missing total of £1052, almost 3 weeks post vehicle sale, was poor customer service. I asked for a complaints address which he failed to provide via email despite my requesting it, and had the cheek to question why I needed to complain at all as the situation was in hand. To date we are still awaiting refund of our £500 deposit. I visited branch again today and Georgia has reassured me that it's on its way, but Toby made no effort to leave his office to discuss this with me in person, a poor effort for the general sales manager. He left his office only when I asked for your complaints email again.Overall, I feel very let down by one individual, a person in a managerial position, that should reflect the core values of the Lookers company and BMW brand, but had no customer service skills or the common decency to leave his office. I'm acutely aware that our purchase came from a discounted sale and 'deal' by the branch, however we still deserve to be treated like any other valued customer.Please pass on my comments and no doubt I'll be in touch again next week if the rest of our money doesn't arrive.