Ref ticket numbers 83680524 and 84025930Can somebody please tell me what’s happening please

Well as you have asked for my thoughtsNot great at present after my car a 330e touring was diagnosed with a KLE failure on sourcing the part it would appear this is on back order from Germany with no due date meaning my car is sat outside the service centre at present with all its great pre departure features heating and de icing that I pay monthly for not being usedAndrea Green in service has been great but unfortunately due to some failings I have had to spend a chunk of time running backwards and forwards to the garageMost notably down to the fact that the 25 plate MINI courtesy car I have been given I noticed had two illegal depth tread on both front tyres, this was handled by dropping me off back to my business later than I had planned and then closing early to get in to a taxi organised by Andrea to travel back to stafford to collect the MINI again with 2 new tyres attached.I was contacted by assistance who arranged for Enterprise to supply an equivalent car who seem to keep ringing late afternoon clearly giving me no chance of getting to pick one up with my work and life commitmentsAssistance had said that Enterprise would be able to deliver a car to my business but when I have spoken to them they do not want to do this opting for the option of collecting me and taking me on a 25 minute drive to collect the car probably using up a couple of hours of closure to my business againI'm currently between me and my wife trying to work out how to complete this task, obviously this then leaves the MINI that I will have to return to Stafford when I can again involving my wifeIt also looks like all they can provide is a petrol BMW 3 which obviously will incur fuel costs if it carries on too long and not quite what I pay the higher monthly amount forAgain hopefully this faulty part will come quicker than stated and I can retrieve my own carAfter owning 5 BMWs in a row over the last 15 years it is a shame the very first problem I have had unfortunately can't be rectified swiftly due to a part when googled is a known problemLike I say you askedSteve GoodallDS74HRO

Dear Sir/MadamI am contacting you about my recent experience with Lookers BMW Stafford.My partner, Phil, contacted the Stafford branch on Monday, November 10th, to purchase the i3s on my behalf. It took him about eight phone calls to purchase the vehicle. Each time, the salesperson/manager would hang up because they were trying to force BMW finance on us when we already had loan funds for a car purchase. Eventually, after the eighth call, we managed to get a link to pay a deposit.We discussed the warranty, and it was implied it would be a BMW warranty. However, when the paperwork came through, it was noticed to be RAC. That wasn't the only issue because the RAC warranty stops at eight years old or 80k miles, and the car would have been too old, so it was mis-sold and not fit for purpose. We contacted the manager, who reduced the warranty to two years on top of the one-year main dealer warranty.We collected the car on Friday in the pouring rain. No attempt was made to keep the car dry so we could see it properly. Suraj Panesar, the original salesman, described the car in the video as having a few age-related chips/marks, but he said there were no scratches.On Sunday, when the rain stopped, we went to take the car to my mother's to show her. However, now that we could see the car properly, we could see a key mark down both sides which had been poorly smart repaired as it had clearly been filled/smoothed, sanded, and polished in an attempt to hide it. Every panel has had poor paintwork. There was overspray on the rear quarter rubbers and poor masking on the wings and around the petrol cap. We feel as if we have been completely deceived and misled. At no opportunity were we given to see the car dry. We emailed the dealer the pictures on Sunday and have been trying to contact them all day today, but we are not getting a call back or an email.We are thoroughly disappointed with the service we have received, the condition of the vehicle, the misled warranty, the heavy emphasis on BMW finance, and now a lack of communication from the dealer at all.There are more scratches than we have added, but these are all we can add to this email.We were also told after booking train tickets that we couldn't collect the car unless we paid in advance then another person said we could. So it was a total shambles from the first phone call onwards.We look forward to hearing from you.Kind regards,Natasha Tomlinson

Absolute harrassment. I will never consider Lookers for a new car. A simple enquiry as to the trade in value of my vehicle led to multiple txts and emails I did not want. Please feel free to publsih this review

15 Nov (Day 53) Buy elsewhere avoid a financially painful and stressful experience with the Lookers Group, who do not comply with the Consumer Rights Act 2015 core principles of 3 R’s (repair, replace, refund) however Lookers Stafford interpret the CRA to mean 3 D’s (deny, delay, discount).Spent on a £54k approved used vehicle, within days reported a significant safety defect causing steering and drivetrain issues/ unsatisfactory quality. One failed repair and 41 days later Lookers Group offer to repurchase at 8.7% less than paid, without an acknowledgement of £2k spend on hire car costs etc. spent to keep me on the road, stating with a straight face this is a fair deal!!!

You didn’t respond so don't know why your asking about my experience.Kind regards

I complained over 14days ago other than a call asking to give 10 out of 10 for the survey and a phone call that ended in a heated argument of which I terminated nothing has happened. I have emailed Lee Tucker on a number of occasions with not one acknowledgment. Lee has all the details plus I assume the call that Andrea made was recorded so if you listen you will understand why I terminated it.

Dear Mr Atkinson,For the avoidance of doubt the 03 October was the first attempt at repair, events summarised as below08:45 Vehicle returned to Lookers BMW Stafford for inspection16:40 advised by Andrea Green Lookers BMW the vehicle was ready for collection17:10 upon arrival to collect Andrea Green advised a transfer case issue had been identified, the oil changed, and the vehicle was to be driven 200 miles. There was little option but to accept this situation as I was told the keys for the courtesy car had to be returned as a potential purchaser was viewing it the following day.08 October 16:30 Andrea Green Lookers BMW called to apologise and inform me that the job card had been misread and the oil has not been changed on the 03/10 as advised.Therefore, as you have failed to repair the defective vehicle on the first attempt, I am legally entitled to reject the vehicle and be reimbursed in full the original purchase price of £53,972 (fifty-three thousand, nine hundred and seventy-two pounds only) which I look forward to receiving your bank transfer for this sum within 4 days.If you fail to reimburse me and continue with your heavily discounted repurchase offer, I shall have no alternative but to issue a claim against you in the county court for recovery of the money without further reference to you.Yours faithfully,Ben CosterFrom: Paul AtkinsonSent: 10 November 2025 19:10To: ben.coster@btinternet.comCc: 'UK Customer Service BMW'; Vehicle ComplaintsSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseMr Coster, thanks for your emails sent over the weekend.In response to your points raised in your emails.Firstly the repair, these are the time line of events as we see them, 3rd of October the vehicle was booked in with us to investigate the judder coming from the transfer box, this booking was purely for investigation not repair and can confirm that no repairs were carried out during this visit, the advice was the oil was to be changed in the transfer box, the vehicle was then returned back to us on the 7/10 where we carried out the oil change on the transfer box, Andrea Green advised on the 8th that the vehicle required 200 miles to be driven in the vehicle to allow the vehicle to calibrate, at this point was declined by yourself. After this there was further conversions with BMW UK, Lee Tuckett our aftersales manager and Edward Hark our business manager and also email communication from yourself declining the mileage and calibration to be done, please see below email example trail from BMW UK.Further to this you stated you wanted the transfer box replacing or you wanted to return the vehicle, as politely explained numerous times by members of staff at site and also BMW UK that we have to follow the process for a staged repair and cannot skip the process to start changing components before confirmation they have failed. Based on these facts you have not gave us an opportunity to attempt to repair the vehicle, the only approval you have gave is to change the transfer box on your terms.Finally the offer of buyback, you mentioned a discounted price, to confirm the price we have offered of £47299 was the basic price of the vehicle, the difference of £6673 is for the fuel which has been used and the additional extra’s you requested to be fitted to the vehicle, these extra’s that have been fitted were for your personal preference only, unfortunately these don’t add £6673 of value to the vehicle.In summary, we feel our offers are fair as stated in our email dated the 7th of November and are our full and final offers to resolve the matter, below are a reminder of the offers from the email on the 7th November.Option 1: You allow us to continue with the ‘staged repair’ and complete the oil change and 200-mile calibration. If this does not resolve the issue, we would move to the next step in the ‘staged repair’ which may result in replacing the transfer box.Option 2: We accept your request to reject the vehicle. You will receive £47,299 (vehicle price). We would not look to refund for the fuel as this has been used, or the GardX as this has already been applied to the vehicle. We would also not look to refund the rubber mats, Tow bar or 50th anniversary badges as these were additional accessories you requested to be fitted. As the warranty has not started yet, we can arrange for this to be cancelled, and you will receive a full refund.If you feel you wish to proceed to court proceedings to resolve this matter than please can you copy in vehicle complaints for any communications, alternatively you may refer your complaint to the following dispute services.Your RightsThis is our final response to your complaint. If you are dissatisfied with it, you may refer your complaint to the National Conciliation Service (NCS). This is a free alternative dispute resolution process.The NCS contact details are as follows:NCS2 Allerton RdRugbyCV23 0PAorWebsite: https://www.nationalconciliationservice.co.uk/Telephone: 01788 538317Email: contact@nationalconciliationservice.co.ukAlternatively, we confirm that we are also a member of the Motor Ombudsman (TMO) which is another free alternative dispute resolution service.The TMO contact details are:71 Great Peter StreetThe Motor OmbudsmanLondonSW1P 2BNUnited KingdomWebsite: The Motor Ombudsman | Motor Industry Codes of PracticeTelephone:0345 241 3008* (option 1)Email (using their web form): https://www.themotorombudsman.org/dispute-submission/Paul AtkinsonGeneral ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999 M: 07973739094lookers.co.uk/bmwlookers.co.uk/miniFrom: ben.coster@btinternet.comSent: 08 November 2025 17:52To: Paul AtkinsonCc: 'UK Customer Service BMW'; Vehicle ComplaintsSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseImportance: HighExternal Sender: Confirm legitimacy before acting.Dear Paul AtkisonRef: MH21 VBOOn 23 September 2025 I purchased for the sum of £53,972 (fifty-three thousand, nine hundred and seventy-two pounds only) and took delivery of, the above vehicle BMW X5 M50i from you. On 27 September 2025 I discovered that it was not of satisfactory quality due to shuddering and four-wheel sledging during low-speed manoeuvres along with lagging between gear changes.The vehicle was returned to you for repairs on 03 October 2025 at 16:40 your service representative Andrea Green advised me the vehicle was ready for collection. Upon my arrival to collect Andrea Green informed me a transfer case fault had been identified, the oil changed and the vehicle was to be driven 200 miles to be reset. I accepted this situation and was informed the keys for the courtesy car must be returned for a potential purchaser viewing the following day. On the way home the vehicle still did not have the correct traction in slow speed turns.04 October 2025 during a low-speed manoeuvre on the way home the vehicle while it was shuddering and sledging requiring proactive intervention to avoid a potential incident. All of which gave the vehicle a sensation of unsafe traction at low speeds.06/10 Contacted your service representative Andrea Green advised me to contact BMW Warranty and they will recover the vehicle. Since this date the vehicle has been with you..The Consumer Rights Act 2015 requires dealers to supply goods that are fit for purpose, as described and of satisfactory quality. However, the vehicle is clearly not roadworthy. You are therefore in breach of contract.As you have failed to repair the defective vehicle on the first attempt, I am legally entitled to reject the vehicle and have previously done so, furthermore and to be reimbursed in full the original purchase price of £53,972 (fifty-three thousand, nine hundred and seventy-two pounds only) I look forward to receiving your bank transfer for this sum within 5 days.If you fail to reimburse me and continue with your heavily discounted repurchase offer, I shall have no alternative but to issue a claim against you in the county court for recovery of the money without further reference to you.Yours faithfully,Ben CosterFrom: Paul AtkinsonSent: 07 November 2025 18:32To: ben.coster@btinternet.comCc: 'UK Customer Service BMW'; Vehicle ComplaintsSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseDear Mr Coster,Thank you for your email of 25/10/25 and for your patience whilst we reviewed your complaint.You advise there is a judder from the transfer box, and the vehicle is juddering at a slow speed, when reversing, when parking and when driving up inclines. You have advised you require the transfer box to be replaced and if we decline this request then you exercise your rights under the Consumer Rights Act 2015 to reject the vehicle.You gave us an opportunity to resolve the issue and after corresponding with BMW they advised the process we needed to follow was a ‘staged repair’ which means we follow this process outlined by BMW until the root cause of the issue is located. We advised the car needed an oil change and for you to carry out a 200-mile calibration. You declined to complete the calibration, and we offered to carry this out for you, however, you also declined this offer.I have outlined 2 options below that we feel are fair and reasonable and will bring the matter to a close.Option 1: You allow us to continue with the ‘staged repair’ and complete the oil change and 200-mile calibration. If this does not resolve the issue, we would move to the next step in the ‘staged repair’ which may result in replacing the transfer box.Option 1: We accept your request to reject the vehicle. You will receive £47,299 (vehicle price). We would not look to refund for the fuel as this has been used, or the GardX as this has already been applied to the vehicle. We would also not look to refund the rubber mats, Tow bar or 50th anniversary badges as these were additional accessories you requested to be fitted. As the warranty has not started yet, we can arrange for this to be cancelled, and you will receive a full refund.Please advise if you wish to go ahead with option 1 or 2 as outlined above.Your RightsThis is our final response to your complaint. If you are dissatisfied with it, you may refer your complaint to the National Conciliation Service (NCS). This is a free alternative dispute resolution process.The NCS contact details are as follows:NCS2 Allerton RdRugbyCV23 0PAorWebsite: https://www.nationalconciliationservice.co.uk/Telephone: 01788 538317Email: contact@nationalconciliationservice.co.ukAlternatively, we confirm that we are also a member of the Motor Ombudsman (TMO) which is another free alternative dispute resolution service.The TMO contact details are:71 Great Peter StreetThe Motor OmbudsmanLondonSW1P 2BNUnited KingdomWebsite: The Motor Ombudsman | Motor Industry Codes of PracticeTelephone:0345 241 3008* (option 1)Email (using their web form): https://www.themotorombudsman.org/dispute-submission/Yours sincerelyPaul AtkinsonGeneral ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999 M: 07973739094lookers.co.uk/bmwlookers.co.uk/miniFrom: Paul AtkinsonSent: 05 November 2025 16:57To: ben.coster@btinternet.comCc: 'Retailcustomerservice'; 'UK Customer Service BMW'; Toby Mayer; Edward HarkSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseGood afternoon Mr Coster,I am writing to inform you that our review of your rejection request is still in progress. As a result, we will need to extend the timeframe for providing our response to the close of business on November 7, 2025.Thank you for your continued patience while we complete this review.Kind regards,Paul AtkinsonGeneral ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999 M: 07973739094lookers.co.uk/bmwlookers.co.uk/miniFrom: ben.coster@btinternet.comSent: 31 October 2025 15:15To: Paul AtkinsonCc: 'Retailcustomerservice'; 'UK Customer Service BMW'; Toby Mayer; Edward HarkSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseExternal Sender: Confirm legitimacy before acting.Afternoon Paul,Thank you for finally providing a definitive date for a formal response to this matter.May I take the opportunity to remind you and your colleagues the vehicle has been off the road since 05 October and with Lookers BMW Stafford since 07 October, having covered c.140 miles in my short ownership half of these miles relate to travel back and forth to Lookers BMW Stafford.Regards,BenFrom: Paul AtkinsonSent: 31 October 2025 14:29To: ben.coster@btinternet.comCc: 'Retailcustomerservice'; UK Customer Service BMW; Toby Mayer; Edward HarkSubject: FW: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseImportance: HighGood Afternoon Mr Coster.We acknowledge your request to reject your vehicle MH21VBO, this is currently sat with our customer relations department for review.We look to responding formally to your request by close of business Wednesday 5th of November.Best RegardsPaul AtkinsonGeneral ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999 M: 07973739094lookers.co.uk/bmwlookers.co.uk/miniFrom: ben.coster@btinternet.comSent: 25 October 2025 20:03To: Edward HarkCc: Retailcustomerservice@bmw.co.uk; customer.service@bmw.co.ukSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseImportance: HighExternal Sender: Confirm legitimacy before acting.Dear Edward,Once again thank you for your time and efforts yesterday trying to find a solution to the unsatisfactory and unexpected latent defective within my vehicle. However, despite assurances from Enterprise yesterday the temporary replacement vehicle provided by BMW had not been off-hired, today I had 90 minutes notice from Enterprise that BMW had off-hired the vehicle in which time to get to the other side of Stoke to sort a replacement vehicle prior to Enterprise closing for the day.Therefore, on the basis Lookers BMW and BMW UK remain unwilling to rectify the known and identified latent defective within the vehicle along with having withdrawn the use of any interim temporary vehicle.I hereby confirm that in accordance with my rights Lookers BMW are to repurchase the vehicle and reimburse me in full as notice was given within 30-days. To ensure this process is a prompt and smooth as possible, enabling me to source a replacement vehicle from another brand for the avoidance of doubt I have tabulated below a summary for the costs for your validation and confirmation when the payment will be made.Please not the below excludes other associated costs with this failed transaction hire costs, distress, time etc. which I reserve my rights to recover.Purchase Price (inc. Vat) - (A) £53,972.00BMW Finance – (B) £15,972.00Payment to BMW Finance on 30/09/25 - (C) £15,000.00Interest due on finance ESTIMATE TO BE CONFIRMED - (D) c. £60.00Balance to be return - (E) subject to confirmation of D above c. £52,940.00Which is a miserable outcome for both parties, as the defective within the vehicle will have be repaired prior to it being remarketed and not how I ever expected my long-term relationship with BMW to end.Regards,BenFrom: ben.coster@btinternet.comSent: 24 October 2025 15:25To: 'edwardhark@lookers.co.uk'Cc: 'Retailcustomerservice@bmw.co.uk'; 'customer.service@bmw.co.uk'Subject: FW: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Potential RepurchaseImportance: HighDear Edward,Firstly, thank you for your time and apologises if I was a bit off, the side effects for a few days in hospital.As requested below is some of the emails and the most relevant included the date of Monday 20 October as the #dividing date for the repurchase of the vehicle, on the basis that Lookers BMW have neither repaired or replaced the latent defect part within the vehicle.Having merely changed the oil a interval service task (albeit installing a differed oil the that fitted at the time of production), and without an extended the warranty offered of provided by BMW for unseen damage to the drivetrain components which may occur, whist driving the suggested 200 miles on a faulty transfer case, just to tick a box on some system somewhere.Therefore, I reiterate my unfortunately decision to return the vehicle as the option of last resort of the below options previously offered.1) Proceed to replace the transfer case within the vehicle, without further delay.2) Provide a like for like replacement vehicle (albeit with a correctly working transfer case).3) Re-purchase the vehicle and leave me without any loss in accordance with my rights.Furthermore, I reserve all my rights to the recovery of costs incurred as a result of this unfortunate action, as I understand that the car provided by the warranty is being off hired at 19:00 tonight.Regards,BenFrom: ben.coster@btinternet.comSent: 24 October 2025 09:45To: 'LeeTuckett@lookers.co.uk'Cc: 'Retailcustomerservice@bmw.co.uk'; 'customer.service@bmw.co.uk'Subject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Potential RepurchaseImportance: HighAll,I have just received a call from Andrea and advised the vehicle has not been correctly fixed and will not be fixed without further drivetrain damage by driving 200 miles (which will not be covered by warrantee) and furthermore the hire car is being off hired at 19:00 today.Therefore, I will come to Lookers Stafford to collect all of my personal possessions from the vehicle this afternoon, along with signing the agreement to the arrangements for the full repurchase of the vehicle in accordance with my rights.Regards,BenFrom: ben.coster@btinternet.comSent: 24 October 2025 09:08To: 'LeeTuckett@lookers.co.uk'Cc: 'Retailcustomerservice@bmw.co.uk'; 'customer.service@bmw.co.uk'Subject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Potential RepurchaseImportance: HighLee, et al,Please can I have any urgent update on the below which was not addressed prior to my hospital appointments. As require my vehicle correctly repaired of repurchased.Regards,BenFrom: ben.coster@btinternet.comSent: 18 October 2025 08:12To: 'LeeTuckett@lookers.co.uk'Cc: 'Retailcustomerservice@bmw.co.uk'; 'customer.service@bmw.co.uk'Subject: FW: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Potential RepurchaseImportance: HighDear Lee,Please see the below email the Deema yesterday following our respective conversations, I retrospectively note you were not included into.It is with a heavy heart as a long-term customer of multiple European BMW Service Centres, that I must now send this email, a formal Notice to exercise my 30-day rights for the defective vehicle to be repurchased. Should either Lookers BMW and/or BMW UK continue to remain unwilling to correctly address the known, well documented latent defect with transfer cases of high-performance models of the G05 range.As such I require Lookers BMW and/or BMW UK confirm one of the three below action options, by no later than 17:00 on Monday 20 October 20251) Proceed to replace the transfer case within the vehicle, without further delay.2) Provide a like for like replacement vehicle (albeit with a correctly working transfer case).3) Re-purchase the vehicle and leave me without any loss in accordance with my rights.If you should choose the regrettable option 3 above, I shall request DVLA remove my registration from the vehicle Monday evening ensuring the amended V5 can be available at the earliest opportunity. Please note I’m in hospital Tuesday to Thursday next week and as such would not be available until Friday to discuss any repurchase arrangements.Looking forward to a positive response to avoid the need for further escalation.Regards,BenFrom: ben.coster@btinternet.comSent: 17 October 2025 14:25To: 'UK Customer Service BMW'Subject: RE: URGENT: Benjamin Coster-MH21VBO-08388183Importance: HighDear Deema,Please be advised Lee did call me this morning, suggested they have changed the oil, and the vehicle needs to be driven 200 miles.I did explain to Lee this was not acceptable for the reasons previously advised (see attached) due to the adverse stress and torsion applied to the drivetrain components that will lead to accelerated wear and potential further damage.Furthermore, as a person living with Stage 4 cancer every day is precious to me and as such I do not intend to be engaged in protracted correspondence on this matter, therefore request that BMW confirm they will action either of the following:1) Proceed to replace the transfer case within the vehicle.2) Provide a like for like replacement vehicle (albeit with a correctly working transfer case).3) Re-purchase the vehicle and leave me without any loss.Regards,BenFrom: UK Customer Service BMWSent: 17 October 2025 13:49To: ben.coster@btinternet.comSubject: URGENT: Benjamin Coster-MH21VBO-08388183Hello LeeThis is a courtesy email about your recent contact with BMW Customer Service.Lee Tuckett aftersales manager at BMW lookers Stafford has been in touch and have confirmed that he had a conversation with you letting you know as the oil has been replaced, the car needs to be driven 200 miles to see if this rectifies the issue. In order for the Centre to get support from BMW UK they need to make sure that the car has completed the 200 miles, if this not completed the Centre won't be able to find out if the issue has been rectified.If there's anything else I can help you with in the meantime, please let me know.Kind regardsDeemaBMWUnited Kingdom

Polite, friendly staff. Approachable and not pushy sales.

Mr Coster, thanks for your emails sent over the weekend.In response to your points raised in your emails.Firstly the repair, these are the time line of events as we see them, 3rd of October the vehicle was booked in with us to investigate the judder coming from the transfer box, this booking was purely for investigation not repair and can confirm that no repairs were carried out during this visit, the advice was the oil was to be changed in the transfer box, the vehicle was then returned back to us on the 7/10 where we carried out the oil change on the transfer box, Andrea Green advised on the 8th that the vehicle required 200 miles to be driven in the vehicle to allow the vehicle to calibrate, at this point was declined by yourself. After this there was further conversions with BMW UK, Lee Tuckett our aftersales manager and Edward Hark our business manager and also email communication from yourself declining the mileage and calibration to be done, please see below email example trail from BMW UK.Further to this you stated you wanted the transfer box replacing or you wanted to return the vehicle, as politely explained numerous times by members of staff at site and also BMW UK that we have to follow the process for a staged repair and cannot skip the process to start changing components before confirmation they have failed. Based on these facts you have not gave us an opportunity to attempt to repair the vehicle, the only approval you have gave is to change the transfer box on your terms.Finally the offer of buyback, you mentioned a discounted price, to confirm the price we have offered of £47299 was the basic price of the vehicle, the difference of £6673 is for the fuel which has been used and the additional extra’s you requested to be fitted to the vehicle, these extra’s that have been fitted were for your personal preference only, unfortunately these don’t add £6673 of value to the vehicle.In summary, we feel our offers are fair as stated in our email dated the 7th of November and are our full and final offers to resolve the matter, below are a reminder of the offers from the email on the 7th November.Option 1: You allow us to continue with the ‘staged repair’ and complete the oil change and 200-mile calibration. If this does not resolve the issue, we would move to the next step in the ‘staged repair’ which may result in replacing the transfer box.Option 2: We accept your request to reject the vehicle. You will receive £47,299 (vehicle price). We would not look to refund for the fuel as this has been used, or the GardX as this has already been applied to the vehicle. We would also not look to refund the rubber mats, Tow bar or 50th anniversary badges as these were additional accessories you requested to be fitted. As the warranty has not started yet, we can arrange for this to be cancelled, and you will receive a full refund.If you feel you wish to proceed to court proceedings to resolve this matter than please can you copy in vehicle complaints for any communications, alternatively you may refer your complaint to the following dispute services.Your RightsThis is our final response to your complaint. If you are dissatisfied with it, you may refer your complaint to the National Conciliation Service (NCS). This is a free alternative dispute resolution process.The NCS contact details are as follows:NCS2 Allerton RdRugbyCV23 0PAorWebsite: https://www.nationalconciliationservice.co.uk/Telephone: 01788 538317Email: contact@nationalconciliationservice.co.ukAlternatively, we confirm that we are also a member of the Motor Ombudsman (TMO) which is another free alternative dispute resolution service.The TMO contact details are:71 Great Peter StreetThe Motor OmbudsmanLondonSW1P 2BNUnited KingdomWebsite: The Motor Ombudsman | Motor Industry Codes of PracticeTelephone:0345 241 3008* (option 1)Email (using their web form): https://www.themotorombudsman.org/dispute-submission/Paul AtkinsonGeneral ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999 M: 07973739094lookers.co.uk/bmwlookers.co.uk/miniFrom: ben.coster@btinternet.comSent: 08 November 2025 17:52To: Paul AtkinsonCc: 'UK Customer Service BMW'; Vehicle ComplaintsSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseImportance: HighExternal Sender: Confirm legitimacy before acting.Dear Paul AtkisonRef: MH21 VBOOn 23 September 2025 I purchased for the sum of £53,972 (fifty-three thousand, nine hundred and seventy-two pounds only) and took delivery of, the above vehicle BMW X5 M50i from you. On 27 September 2025 I discovered that it was not of satisfactory quality due to shuddering and four-wheel sledging during low-speed manoeuvres along with lagging between gear changes.The vehicle was returned to you for repairs on 03 October 2025 at 16:40 your service representative Andrea Green advised me the vehicle was ready for collection. Upon my arrival to collect Andrea Green informed me a transfer case fault had been identified, the oil changed and the vehicle was to be driven 200 miles to be reset. I accepted this situation and was informed the keys for the courtesy car must be returned for a potential purchaser viewing the following day. On the way home the vehicle still did not have the correct traction in slow speed turns.04 October 2025 during a low-speed manoeuvre on the way home the vehicle while it was shuddering and sledging requiring proactive intervention to avoid a potential incident. All of which gave the vehicle a sensation of unsafe traction at low speeds.06/10 Contacted your service representative Andrea Green advised me to contact BMW Warranty and they will recover the vehicle. Since this date the vehicle has been with you..The Consumer Rights Act 2015 requires dealers to supply goods that are fit for purpose, as described and of satisfactory quality. However, the vehicle is clearly not roadworthy. You are therefore in breach of contract.As you have failed to repair the defective vehicle on the first attempt, I am legally entitled to reject the vehicle and have previously done so, furthermore and to be reimbursed in full the original purchase price of £53,972 (fifty-three thousand, nine hundred and seventy-two pounds only) I look forward to receiving your bank transfer for this sum within 5 days.If you fail to reimburse me and continue with your heavily discounted repurchase offer, I shall have no alternative but to issue a claim against you in the county court for recovery of the money without further reference to you.Yours faithfully,Ben CosterFrom: Paul AtkinsonSent: 07 November 2025 18:32To: ben.coster@btinternet.comCc: 'UK Customer Service BMW'; Vehicle ComplaintsSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseDear Mr Coster,Thank you for your email of 25/10/25 and for your patience whilst we reviewed your complaint.You advise there is a judder from the transfer box, and the vehicle is juddering at a slow speed, when reversing, when parking and when driving up inclines. You have advised you require the transfer box to be replaced and if we decline this request then you exercise your rights under the Consumer Rights Act 2015 to reject the vehicle.You gave us an opportunity to resolve the issue and after corresponding with BMW they advised the process we needed to follow was a ‘staged repair’ which means we follow this process outlined by BMW until the root cause of the issue is located. We advised the car needed an oil change and for you to carry out a 200-mile calibration. You declined to complete the calibration, and we offered to carry this out for you, however, you also declined this offer.I have outlined 2 options below that we feel are fair and reasonable and will bring the matter to a close.Option 1: You allow us to continue with the ‘staged repair’ and complete the oil change and 200-mile calibration. If this does not resolve the issue, we would move to the next step in the ‘staged repair’ which may result in replacing the transfer box.Option 1: We accept your request to reject the vehicle. You will receive £47,299 (vehicle price). We would not look to refund for the fuel as this has been used, or the GardX as this has already been applied to the vehicle. We would also not look to refund the rubber mats, Tow bar or 50th anniversary badges as these were additional accessories you requested to be fitted. As the warranty has not started yet, we can arrange for this to be cancelled, and you will receive a full refund.Please advise if you wish to go ahead with option 1 or 2 as outlined above.Your RightsThis is our final response to your complaint. If you are dissatisfied with it, you may refer your complaint to the National Conciliation Service (NCS). This is a free alternative dispute resolution process.The NCS contact details are as follows:NCS2 Allerton RdRugbyCV23 0PAorWebsite: https://www.nationalconciliationservice.co.uk/Telephone: 01788 538317Email: contact@nationalconciliationservice.co.ukAlternatively, we confirm that we are also a member of the Motor Ombudsman (TMO) which is another free alternative dispute resolution service.The TMO contact details are:71 Great Peter StreetThe Motor OmbudsmanLondonSW1P 2BNUnited KingdomWebsite: The Motor Ombudsman | Motor Industry Codes of PracticeTelephone:0345 241 3008* (option 1)Email (using their web form): https://www.themotorombudsman.org/dispute-submission/Yours sincerelyPaul AtkinsonGeneral ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999 M: 07973739094lookers.co.uk/bmwlookers.co.uk/miniFrom: Paul AtkinsonSent: 05 November 2025 16:57To: ben.coster@btinternet.comCc: 'Retailcustomerservice'; 'UK Customer Service BMW'; Toby Mayer; Edward HarkSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseGood afternoon Mr Coster,I am writing to inform you that our review of your rejection request is still in progress. As a result, we will need to extend the timeframe for providing our response to the close of business on November 7, 2025.Thank you for your continued patience while we complete this review.Kind regards,Paul AtkinsonGeneral ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999 M: 07973739094lookers.co.uk/bmwlookers.co.uk/miniFrom: ben.coster@btinternet.comSent: 31 October 2025 15:15To: Paul AtkinsonCc: 'Retailcustomerservice'; 'UK Customer Service BMW'; Toby Mayer; Edward HarkSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseExternal Sender: Confirm legitimacy before acting.Afternoon Paul,Thank you for finally providing a definitive date for a formal response to this matter.May I take the opportunity to remind you and your colleagues the vehicle has been off the road since 05 October and with Lookers BMW Stafford since 07 October, having covered c.140 miles in my short ownership half of these miles relate to travel back and forth to Lookers BMW Stafford.Regards,BenFrom: Paul AtkinsonSent: 31 October 2025 14:29To: ben.coster@btinternet.comCc: 'Retailcustomerservice'; UK Customer Service BMW; Toby Mayer; Edward HarkSubject: FW: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseImportance: HighGood Afternoon Mr Coster.We acknowledge your request to reject your vehicle MH21VBO, this is currently sat with our customer relations department for review.We look to responding formally to your request by close of business Wednesday 5th of November.Best RegardsPaul AtkinsonGeneral ManagerLookers Stafford BMW MINIRadford Bank, Lichfield Road | Stafford | ST17 4PQT: 01785 246 999 M: 07973739094lookers.co.uk/bmwlookers.co.uk/miniFrom: ben.coster@btinternet.comSent: 25 October 2025 20:03To: Edward HarkCc: Retailcustomerservice@bmw.co.uk; customer.service@bmw.co.ukSubject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Vehicle RepurchaseImportance: HighExternal Sender: Confirm legitimacy before acting.Dear Edward,Once again thank you for your time and efforts yesterday trying to find a solution to the unsatisfactory and unexpected latent defective within my vehicle. However, despite assurances from Enterprise yesterday the temporary replacement vehicle provided by BMW had not been off-hired, today I had 90 minutes notice from Enterprise that BMW had off-hired the vehicle in which time to get to the other side of Stoke to sort a replacement vehicle prior to Enterprise closing for the day.Therefore, on the basis Lookers BMW and BMW UK remain unwilling to rectify the known and identified latent defective within the vehicle along with having withdrawn the use of any interim temporary vehicle.I hereby confirm that in accordance with my rights Lookers BMW are to repurchase the vehicle and reimburse me in full as notice was given within 30-days. To ensure this process is a prompt and smooth as possible, enabling me to source a replacement vehicle from another brand for the avoidance of doubt I have tabulated below a summary for the costs for your validation and confirmation when the payment will be made.Please not the below excludes other associated costs with this failed transaction hire costs, distress, time etc. which I reserve my rights to recover.Purchase Price (inc. Vat) - (A) £53,972.00BMW Finance – (B) £15,972.00Payment to BMW Finance on 30/09/25 - (C) £15,000.00Interest due on finance ESTIMATE TO BE CONFIRMED - (D) c. £60.00Balance to be return - (E) subject to confirmation of D above c. £52,940.00Which is a miserable outcome for both parties, as the defective within the vehicle will have be repaired prior to it being remarketed and not how I ever expected my long-term relationship with BMW to end.Regards,BenFrom: ben.coster@btinternet.comSent: 24 October 2025 15:25To: 'edwardhark@lookers.co.uk'Cc: 'Retailcustomerservice@bmw.co.uk'; 'customer.service@bmw.co.uk'Subject: FW: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Potential RepurchaseImportance: HighDear Edward,Firstly, thank you for your time and apologises if I was a bit off, the side effects for a few days in hospital.As requested below is some of the emails and the most relevant included the date of Monday 20 October as the #dividing date for the repurchase of the vehicle, on the basis that Lookers BMW have neither repaired or replaced the latent defect part within the vehicle.Having merely changed the oil a interval service task (albeit installing a differed oil the that fitted at the time of production), and without an extended the warranty offered of provided by BMW for unseen damage to the drivetrain components which may occur, whist driving the suggested 200 miles on a faulty transfer case, just to tick a box on some system somewhere.Therefore, I reiterate my unfortunately decision to return the vehicle as the option of last resort of the below options previously offered.1) Proceed to replace the transfer case within the vehicle, without further delay.2) Provide a like for like replacement vehicle (albeit with a correctly working transfer case).3) Re-purchase the vehicle and leave me without any loss in accordance with my rights.Furthermore, I reserve all my rights to the recovery of costs incurred as a result of this unfortunate action, as I understand that the car provided by the warranty is being off hired at 19:00 tonight.Regards,BenFrom: ben.coster@btinternet.comSent: 24 October 2025 09:45To: 'LeeTuckett@lookers.co.uk'Cc: 'Retailcustomerservice@bmw.co.uk'; 'customer.service@bmw.co.uk'Subject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Potential RepurchaseImportance: HighAll,I have just received a call from Andrea and advised the vehicle has not been correctly fixed and will not be fixed without further drivetrain damage by driving 200 miles (which will not be covered by warrantee) and furthermore the hire car is being off hired at 19:00 today.Therefore, I will come to Lookers Stafford to collect all of my personal possessions from the vehicle this afternoon, along with signing the agreement to the arrangements for the full repurchase of the vehicle in accordance with my rights.Regards,BenFrom: ben.coster@btinternet.comSent: 24 October 2025 09:08To: 'LeeTuckett@lookers.co.uk'Cc: 'Retailcustomerservice@bmw.co.uk'; 'customer.service@bmw.co.uk'Subject: RE: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Potential RepurchaseImportance: HighLee, et al,Please can I have any urgent update on the below which was not addressed prior to my hospital appointments. As require my vehicle correctly repaired of repurchased.Regards,BenFrom: ben.coster@btinternet.comSent: 18 October 2025 08:12To: 'LeeTuckett@lookers.co.uk'Cc: 'Retailcustomerservice@bmw.co.uk'; 'customer.service@bmw.co.uk'Subject: FW: URGENT: Benjamin Coster-MH21VBO-08388183 - Notice of Potential RepurchaseImportance: HighDear Lee,Please see the below email the Deema yesterday following our respective conversations, I retrospectively note you were not included into.It is with a heavy heart as a long-term customer of multiple European BMW Service Centres, that I must now send this email, a formal Notice to exercise my 30-day rights for the defective vehicle to be repurchased. Should either Lookers BMW and/or BMW UK continue to remain unwilling to correctly address the known, well documented latent defect with transfer cases of high-performance models of the G05 range.As such I require Lookers BMW and/or BMW UK confirm one of the three below action options, by no later than 17:00 on Monday 20 October 20251) Proceed to replace the transfer case within the vehicle, without further delay.2) Provide a like for like replacement vehicle (albeit with a correctly working transfer case).3) Re-purchase the vehicle and leave me without any loss in accordance with my rights.If you should choose the regrettable option 3 above, I shall request DVLA remove my registration from the vehicle Monday evening ensuring the amended V5 can be available at the earliest opportunity. Please note I’m in hospital Tuesday to Thursday next week and as such would not be available until Friday to discuss any repurchase arrangements.Looking forward to a positive response to avoid the need for further escalation.Regards,BenFrom: ben.coster@btinternet.comSent: 17 October 2025 14:25To: 'UK Customer Service BMW'Subject: RE: URGENT: Benjamin Coster-MH21VBO-08388183Importance: HighDear Deema,Please be advised Lee did call me this morning, suggested they have changed the oil, and the vehicle needs to be driven 200 miles.I did explain to Lee this was not acceptable for the reasons previously advised (see attached) due to the adverse stress and torsion applied to the drivetrain components that will lead to accelerated wear and potential further damage.Furthermore, as a person living with Stage 4 cancer every day is precious to me and as such I do not intend to be engaged in protracted correspondence on this matter, therefore request that BMW confirm they will action either of the following:1) Proceed to replace the transfer case within the vehicle.2) Provide a like for like replacement vehicle (albeit with a correctly working transfer case).3) Re-purchase the vehicle and leave me without any loss.Regards,BenFrom: UK Customer Service BMWSent: 17 October 2025 13:49To: ben.coster@btinternet.comSubject: URGENT: Benjamin Coster-MH21VBO-08388183Hello LeeThis is a courtesy email about your recent contact with BMW Customer Service.Lee Tuckett aftersales manager at BMW lookers Stafford has been in touch and have confirmed that he had a conversation with you letting you know as the oil has been replaced, the car needs to be driven 200 miles to see if this rectifies the issue. In order for the Centre to get support from BMW UK they need to make sure that the car has completed the 200 miles, if this not completed the Centre won't be able to find out if the issue has been rectified.If there's anything else I can help you with in the meantime, please let me know.Kind regardsDeemaBMWUnited KingdomDeema AlCustomer Service ConsultantSummit ONESummit Avenue, FarnboroughHampshire, GU14 0FBTel: +44 (0)370 5050 160Email: customer.service@bmw.co.ukWeb: www.bmw.co.uk