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)

bought in October 2025 and vehicle is currently unusable due to multiple issues, horn stopped working, auto headlights intermittent, audio system cuts out, range issue aswell, fully charged and only showing 180 miles even though advertised as closer to 300 miles. is disgusted by the attitude of conversation when he called the dealership to find out next steps to essentially be told no our problem and to bring vehicle in himself.

Bought a bmw July 2024 with 44k mileageAt 50k it needed a new clutchNow at 66k the timing chain is faultyAccording to my consumer rights I believe I have some recourse

am writing to formally lodge a complaint regarding a vehicle purchased on 19 December from your Lookers Stafford BMW dealership.A braking vibration issue was first reported to the dealership on 14 January.Since then:I did not receive the RAC warranty documentation at the point of sale (salesman Michael) and had to chase this for months separately, which delayed progress.The issue has been confirmed via the RAC process, with a bodyshop report identifying warped brake discs causing shudder when braking. (attached)The claim was declined only due to warranty exclusions, not due to the absence of fault.The concern has now progressed to a safety issue when braking from higher speeds, particularly when driving with my children.Despite multiple emails and phone calls, including attempts to contact the Aftersales Manager (Lee), to share the inspection report and to reach management, I have not received a response or a callback.

I attended the dealership on Friday 6 March and looked at a car. The sales representative was Kacey Moore. I wanted the think about the car first and I paid £250 as I thought that would reserve the car whilst I thought about it. I was then contacted by Edward Hark who explained that Lookers did not operate a reserve system and if someone wanted to buy the car whilst I thought about it he would do so. I agreed that seemed sensible and that I had been clear with Kacey that it was a risk I was willing to take. He agreed that the £250 should not have been paid and it I did not want to buy the car I could have the £250 back. Later that day we could not reach an agreement on the car and Kacey confirmed in an email that I could have the £250 refunded. I emailed Edward and Kacey on Saturday saying this was a gentle reminder about the refund. Edward had an out of office but Kacey did not. It is now Tuesday and (i) the refund remains outstanding and (ii) neither Edward or Kacey have contacted me. I have emailed them both this morning (10 March 23). Yesterday I contacted the dealership about the refund and I was advised to speak to your accounts department. I was given a number to call. I did so but I was told that the department was unavailable and they would return my call later that day. I did not received a call. Please arrange the refund.

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.