The car buying process itself was hassle, spent more time complaining about my finance broker than actually completing the sale. Whilst in fairness there was a system limitation stopping us from having an invoice for the car, there were many hurdles and to this day (02/12/2025) I still have not had my deposit back which is appalling so close to Christmas

Service was exceptional

Ticket numbers 83680524 date 28/10/2025, 84025930 date 13/11/2025, 84213051 date 21/11/2025, 84274773 date 24/11/2025. 6 emails sent to Lee Tuckett this complaint is still outstanding. I did receive a call from Tony or possibly Toby saying I would receive a call still nothing! So I can only assume this complaint Will not be dealt with. So now need to take this to the next step.

Excellent customer service, friendly professional staff. Sales Executive Eddie Webster treated us with the utmost respect and attention to detail , i felt very comfortable buying my first BMW it was an enjoyable experience 😊

Very helpful, felt looked after.

From start to finish RAJ was a pleasure to deal with

Ticket numbers836805248402593084213051Plus 6 emails sent to Lee Tuckett a phone call received on Friday evening from Tony who said somebody would call today still nothing!

Very polite and smiling receptionist who made me 2 lovely coffee’s while I was there.Very smart & helpful sales executive who did everything he could to complete my deal .I loved the car but unfortunately it was because of its age that I felt I couldnt buy it(BMW 340i. 2016 ).I will definitely recommend Lookers & will have no qualms using Lookers myself in the future .Thank you.

Toby and Sharlene were excellent

Hello,Before I proceed with leaving a review regarding the mishandled and unprofessional service I’ve experienced—which reflects a clear lack of competence—I wanted to check whether you might be able to assist.I’ve forwarded the full email thread containing all relevant details. In summary: when purchasing the vehicle, I was informed that it came with a 12-month warranty and received separate confirmation of this from Suraj. However, when I took the car to Lookers for work, I was informed that it was actually sold with only a 3-month warranty. This indicates that I was effectively mis-sold. While I am seeking professional advice, I wanted to ask if there is anything you can do to help resolve this matter.Please let me know.Kind regards,LukeBegin forwarded message:From: Steve SquiresDate: 3 November 2025 at 12:53:23 GMTTo: Toby MayerCc: lukesquires01@gmail.com, Suraj Panesar, Kathryn ChestersSubject: RE: The 12-month BMW Approved Used Car WarrantyHi TobyThank you for your response.As per Luke’s comment below which I was there and witnessed the conversation / offer. This part that you mention below was not discussed at all “Lookers approved vehicle which would come with a 3-month warranty”.Luke’s comment - When I bought the car for c.£17k in cash, I was assured that it came with the 12-month BMW Approved Used Car Warranty. At the “ time, you also offered me an option to extend the warranty to three years at a discounted rate, but I declined, explaining that I would simply look to renew after the initial 12-month period expired. On that basis, I understood and accepted that the vehicle was sold with the standard 12-month BMW warranty.The car was sold to us as per the BMW approved used car warranty of 12 months as stated below. If this was not the case, why did Suraj have to check with admin wouldn’t he already know it’s the lookers 3 month contract and not need to check?. It seems to me that we have been miss sold and that the Lookers approved vehicle part just automatically came into play as the contract went through the system. We were not aware of the three-month contract.https://www.bmw.co.uk/uk/s/article/What-is-the-BMW-used-car-warranty-jiRmR?language=en_GBPlease advise!Kind regardsSteve SquiresStevesquires1@gmail.com07504 851614From: Toby MayerSent: 03 November 2025 12:02To: Steve SquiresCc: lukesquires01@gmail.com; Suraj Panesar; Kathryn ChestersSubject: RE: The 12-month BMW Approved Used Car WarrantyBeSecure! This email comes from outside of ABB. Make sure you verify the sender before clicking any links or downloading/opening attachments.If this email looks suspicious, report it by clicking 'Report Phishing' button in Outlook or raising a ticket on MyIS.Hi Steve/Luke,Thank you for your email. Firstly, apologies that you haven’t had a response to your emails, we’ll discuss this internally and ensure that we make sure customer contacts are responded to promptly.I’ve looked into the detail on this one and the vehicle was sold as a Lookers approved vehicle which would come with a 3-month warranty, with the offer of extending this for up to another 4 years, via the RAC platinum plus product. Unfortunately, there was no extended warranty purchased on this one and therefore the below costs wouldn’t be covered.Appreciate this isn’t the response you were hoping for but if there is anything else I can do, please let me know.Toby MayerGeneral Sales ManagerStafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQP: 01785 246 999www.lookers.co.uk/bmwwww.lookers.co.uk/miniToby MayerGeneral Sales ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999lookers.co.uk/bmwlookers.co.uk/miniFrom: Steve SquiresSent: 03 November 2025 09:49To: Toby MayerCc: lukesquires01@gmail.com; Suraj PanesarSubject: FW: The 12-month BMW Approved Used Car WarrantyExternal Sender: Confirm legitimacy before acting.Hi TobyCan you please help with the email below as we are not getting any response from Suraj following email chasers and leaving messages.I have asked Luke if I can pick this up for him as he is currently having to deal with a heavy workload plus working through revision for a pending exam.My take on this is that it’s been very disappointing and frustrating trying to resolve something to only be ignored. I have been a customer of BMW Stafford for many years and have always had good service.Please read through Lukes’s email below and respond so we can resolve this as soon as possible.Look forward to your response.Kind RegardsSteve SquiresStevesquires1@gmail.com07504 851614From: steve squiresSent: 02 November 2025 22:22To: Steve SquiresSubject: Fwd: The 12-month BMW Approved Used Car WarrantyBeSecure! This email comes from outside of ABB. Make sure you verify the sender before clicking any links or downloading/opening attachments.If this email looks suspicious, report it by clicking 'Report Phishing' button in Outlook or raising a ticket on MyIS.RegardsSteve SquiresBegin forwarded message:From: Luke SquiresDate: 2 November 2025 at 16:32:59 GMTTo: steve squiresSubject: Fwd: The 12-month BMW Approved Used Car WarrantySent from my iPhoneBegin forwarded message:From: Luke SquiresDate: 29 October 2025 at 14:54:43 GMTTo: Suraj PanesarSubject: Re: The 12-month BMW Approved Used Car WarrantyHi Suraj,I hope you’re well.Just making sure you’ve received this?I called last week and spoke with someone who said they’d pass on the message as you were on leave; if easier I can come in.ThanksLukeOn 16 Oct 2025, at 10:42, Luke Squireswrote:Hi Suraj,Just wondering if you’ve had chance to consider my email below?ThanksLukeOn 8 Oct 2025, at 19:43, Luke Squireswrote:Dear Suraj,I hope you’re well.I wanted to follow up on my email below regarding the concern that has arisen in relation to the vehicle I purchased from you in March this year.When I bought the car for c.£17k in cash, I was assured that it came with the 12-month BMW Approved Used Car Warranty. At the time, you also offered me an option to extend the warranty to three years at a discounted rate, but I declined, explaining that I would simply look to renew after the initial 12-month period expired. On that basis, I understood and accepted that the vehicle was sold with the standard 12-month BMW warranty.However, when I brought the vehicle in on Tuesday due to an issue with the coolant, I was informed that my warranty had only been for three months and had therefore expired. This was completely unexpected, as it directly contradicts what was communicated to me when I purchased the car.Although the coolant repair was kindly discounted to £390 (from £590), which I appreciate, I still believe this issue should have been fully covered under the 12-month warranty that I was assured I had. Additionally, I have been advised that further work is required on the brake linings, estimated at around £600.Given that both issues have arisen within just seven months of purchase, and that I was under the clear impression the car was covered by the BMW Approved Used 12-month warranty, I would like to request that:1. The cost of the coolant repair (£390) be reimbursed,2. The upcoming brake lining repairs be covered by the warranty, as they fall within what should have been the warranty period.3. The BMW Approved Used 12-month warranty be recognised and reinstated to reflect what was promised at the time of saleI am very disappointed by this situation, as it appears the car may have been mis-sold on the basis of incorrect warranty information. I hope this can be resolved and that the garage will honour the warranty terms that were represented at the time of sale.Please let me know how you wish to proceed.I look forward to hearing from you.Kind regardsLukeOn 7 Oct 2025, at 16:13, Luke Squireswrote:Hi Suraj,This is really surprising as I wouldn't have purchased a car with a 3 month warranty.ThanksLukeOn 7 Oct 2025, at 14:42, Suraj Panesarwrote:Hi LukeI have just spoken to my admin team and they have told me that it was a 3 month warranty on your car not 12.Many thanks,Suraj PanesarSuraj PanesarBMW Sales ExecStafford BMWRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999www.lookers.co.uk/bmwFrom: Luke SquiresSent: 07 October 2025 13:06To: Suraj PanesarSubject: Re: The 12-month BMW Approved Used Car WarrantyExternal Sender: Confirm legitimacy before acting.Dropped my car off this morning & this is the work required.. £1k+Please do let me know.Best,LukeOn 7 Oct 2025, at 11:01, Luke Squireswrote:Hi Suraj,Hope you’re well?I’m just wondering if when I purchased my car that I took out warranty, I’m certain that I did (as I would have) but can’t find any evidence of it.Reg: HS19 LFPThanks,Luke