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.

This complaint has been outstanding for almost 2 months can I have an update please

Starter motor recall for X3. Telephoned and made appointment. Day before, I received a call to cancel appointment and informed they would get in touch ASAP. heard nothing and so after approx 2 weeks, I phone again. A second appointment was made. Once again, the day before the agreed appointment, I receive a cancellation notice. The reason was that the starter motor had still not arrived And so I wait. Please help

Bought a wheel part for £20-72 on the 7/11/2025 and returned 14/11/2025 and I'm still waiting for the refund. Its not in dispute that I'm owed the money instead I'm refused payment. I get past around from Stafford to Stoke parts depart or get told nonsense about the accounts department, and so. Currently its with a Chris Rhodes (if he even exists) who fails to take or return calls when asked to. All I'm asking is for, after 4.5 weeks of waiting, is to simply refund the £20-72 you owe me.

Dear Lookers Customer Service & Resolution Team,Further to your response on Trustpilot, I am writing to formally submit my complaint regarding the extremely poor and unprofessional experience I have encountered in trying to obtain my £500 deposit refund from BMW Stafford.I have chased this refund at least five to six times over the past month. Despite the refund being due back to my credit card, I was asked by Georgia to complete a refund form and provide BACS details, which should never have been necessary for a straightforward card reversal.I contacted BMW Stafford by phone two to three times, only to be told that refunds were handled by your Stoke-on-Trent branch. I then called Stoke-on-Trent a further two to three times, but again was simply passed around without any ownership or resolution. The entire process has been disorganised, unclear, and completely unacceptable for a retailer operating under the BMW brand.It has now taken over one month for a simple refund to be processed, and the lack of communication, accountability, and urgency has been deeply frustrating. Ultimately, I was forced to raise a dispute with my bank, who confirmed that no refund had been received despite the dealership stating otherwise.I believe the way this matter has been handled falls well below the professional standards expected from BMW or Lookers. Unless you are willing to offer a goodwill gesture in acknowledgement of the inconvenience, time wasted, and poor service I have experienced, my Trustpilot feedback will remain in place, as it accurately reflects the situation and the difficulties I have faced.I expect confirmation of the refund status and a resolution proposal within a reasonable timeframe.Kind regards,Safeer Ahmed

Ref: Porsche Macan (Reg BL18 PPO)Good afternoon Liam,As per pur phone conversation earlier today please see my email sent to Toby Mayer last week., I am emailing you for a follow up on this matter as neither Toby Mayer nor Edward Hark ( Used Car Business Manager) have contacted me back. This Vehicle was £28,000 and we were also takled into purchasing the RAC Premier Plus Policy for another £1.200. the RAC man said it was sold in an un-roadworthy condition as the engine could have blown at any time.I am now asking you to help resolve this matter urgently, otherwise I will have to contact trading standards regarding my customer rights. I do not expet to have to wait anoter 5 days for a reply from your company as I have already been through that period without reply.Please confirm receipt of this emal.

Subject: Formal Complaint – Incorrect Vehicle Registration Since Sept 2025 Causing Financial Loss (BMW Customer Services CC’d)Dear Mr Hark,I am writing to raise a formal complaint regarding Lookers Stafford BMW’s repeated failure to correctly register both vehicles I purchased from you in September 2025. I have cc’d BMW Customer Services to ensure they are fully aware of the seriousness and ongoing impact of these unresolved issues.Despite providing the correct address details at the point of sale for both vehicles, both were registered incorrectly, demonstrating a pattern of administrative failure:• My vehicle – BMW M850i (DX75 KSV) – was registered to a neighbouring address rather than my correct home address.• My wife’s vehicle – BMW (DY75 YDV) – was registered to her previous address, where she no longer lived.I informed Lookers promptly after discovering these errors and requested that they be corrected. Despite multiple emails since September 2025, neither issue was resolved, and my messages went unanswered or unacted upon.In the case of my wife’s car (DY75 YDV), we only became aware of misdirected correspondence because the new tenants at her former address kindly notified us. We were forced to update the registration ourselves — despite having already asked Lookers to address this, which did not happen.Unfortunately, my neighbour does not reliably protect or pass on my mail. This failure directly caused significant delays in receiving statutory notices for my vehicle, resulting in avoidable escalation of fines.Your email of 14 November 2025, stating that your admin team were writing to the DVLA regarding my vehicle (DX75 KSV), did not lead to any correction. Weeks later, the registration remains incorrect.Financial loss caused by these errorsBecause of Lookers’ failure to register my vehicle properly and failure to act on my repeated requests, I received several fines too late to challenge or pay within the reduced period. These include:• Dart Charge PCN – 27/10/2025 – reduced payment £3.50• Dart Charge PCN – 28/10/2025 – reduced payment £38.50• Barnet Council Charge Certificate – 02/12/2025 – escalated to £240, solely because earlier notices were sent to the wrong addressCopies of these fines have been attached to this email for your review and as supporting evidence.To be clear, I accept the underlying contraventions.However, the escalation and financial impact occurred solely because Lookers registered the vehicle incorrectly and failed to act for several months.Legal implications of repeated registration failuresThe fact that both vehicles were registered incorrectly raises significant legal concerns:1. Negligence – Lookers owed a duty of care to ensure both vehicles were registered correctly. The repeated failure to do so caused foreseeable financial loss.2. Breach of the Consumer Rights Act 2015 – Services must be performed with reasonable care and skill. Incorrect registration of two vehicles, failure to correct errors, and failure to respond to communications breach this obligation.3. Liability for foreseeable consequential losses – It is entirely foreseeable that misdirected registration would lead to missed statutory notices and escalated fines.4. Failure to respond to communications – Ignoring multiple emails since September 2025 compounded the issue and heightened the resulting losses.It is only because of the goodwill of new tenants at my wife’s old address that she did not suffer similar financial consequences.Required actionsGiven the seriousness and repeated nature of these failures, I request:1. Immediate correction of the registration details for my vehicle (DX75 KSV) with DVLA, with written confirmation.2. Compensation covering the escalated portions of fines and all associated costs caused directly by Lookers’ failure to act.3. A formal written explanation addressing:o Why both vehicles (DX75 KSV and DY75 YDV) were registered incorrectlyo Why repeated emails since September were ignored or not actionedo Why the issue remains unresolved despite assurances given in NovemberI expect a full written response from both Lookers Stafford BMW within 7 days.If the matter is not resolved satisfactorily, I will escalate this formally to The Motor Ombudsman and, if necessary, Trading Standards.