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

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