I received a reminder from BMW Lookers that my wife's car was booked in for service. This reminder had my company details on it. This is strange as my wife's car has nothing to do with my company. My wife spoke to the service team when she dropped off her car, and asked that my company details were removed from the service record for her car. She was told that the new system Pinewood, would not allow the change, because there is outstanding finance on my new vehicle. These two vehicle are not linked in any way, and I am deeply concerned that your system has made this link. Furthermore, there is NO outstanding finance. The service assistant showed my wife and I her computer screen with a screenshot (from Pinewood) showing a value equivalent the cost the gardx treatment and minor damage insurance that I have paid to Lookers Mercedes Wolverhampton. A completely different car, from a different dealer! This explains why when I contacted the minor damage insurance company they have not heard of me or my car. Mercedes Wolverhampton explained that they have had issues with their new system (Pinewood) and that the data associated with the had not been processed to the insurance company. They didn't tell me that the Pinewood system shows an outstanding payment, when it has already been paid. The BMW garage subsequently shared an email with a message from Pinewood which saysMB Wolverhampton Sales will need to process the deposit on their end before you can make changes to the CRM record within BMW Central stock’. I request that you get back to me with a clear timeline showing when all of these data issues are resolved, along with an assurance that it wont happen again. I await your response with great interest.

Hello James, Still not had an update from you or payment to my account for what was promised last November. It seems that BMW is not honouring its agreements. Maybe I'll cancel my direct debit on the car for a month in lieu

Dear Sir/Madam,I refer to my previous email dated 8 May 2026 regarding the outstanding refund for the returned BMW part associated with Credit Note 6424.The part was returned to your store on 31 March 2026 and acknowledged by your team. Despite this, I have still not received the refund to my card, nor any meaningful update regarding when payment will be made.This delay is now approaching seven weeks and is completely unacceptable.Unless the refund is received within 7 days of this email, I will proceed with:a chargeback claim through my card provider; anda formal complaint to Lookers Head Office.Please confirm urgently:the refund amount;the date the refund has been processed; andthe refund reference number.I look forward to your immediate response.Kind regards,Colin HulmeMotors Direct Ltd

I am writing to formally express my dissatisfaction with how the recent recall for my vehicle (MM71 OLN) has been handled.My wife had this appointment booked for over a month. The extended lead time was specifically due to the requirement for a courtesy car while the work was carried out. Despite this being made clear at the time of booking, upon arrival she was told that no courtesy car was available and was instead offered a taxi.This is simply not acceptable. After waiting that length of time, to then be told on arrival that the agreed arrangements could not be honoured shows a serious lack of organisation and customer care. It caused unnecessary inconvenience and completely undermines confidence in your service.If a courtesy car cannot be guaranteed, that should be made clear at the point of booking, not after the customer arrives having made arrangements around it.I expect:A clear explanation as to how this situation was allowed to happenAssurance that this will not be repeatedProper arrangements put in place to complete the recall work without further disruptionI would appreciate a prompt response and confirmation of how you intend to resolve this.Regards David Allcock

Can't understand why I was unable to pay for a £2600 bodyshop repair using a credit card. Wasn't told in advance that it would need to be a bank transfer - or at any point until I came to pay for the repair. Never provided with a payment policy which set that out.Very unusual - and means I have no protections in the event of a problem with the repair.Very disappointing (customer service left a lot to be desired too - 'company policy' quoted and no other explanation offered).

Took my car in for a airbag recall free of charge told ready for picking up, when arrived at dealership told car won't start . Diagnosed with CAS control system failure £697 charge I believe failure was caused by water ingress caused by power washing of car by Lookers getting to the battery unit.

Observation first examination on Saturday 2nd May & 3rd today from local Garage on a lift.Snag list for EVOQUESC67NHBMr Tim Lumley07871 5593021.Petrol Cap & lanyard broken needs replacing.2.360 Parking Cameras front & Rear not working. No picture on Screen. Are Sencers working need checking?Msg on Screen says contact main dealer!3.Front window not fitted correctly. Water leaking through onto stearing wheel & running through front drivers roof lining. A poole collected in drivers footwell! pan roof not pan sunroof - happy for insurance to be claimed on4.Front wheel drivers side wheel arch. Body kit needs inspection & replacement. Shown to lookers before leaving showroom. underneath lining needs replaced, clips are broken5.Coolant Level low after top up at lookers. Cooling system needs checking. On inspection big leak pouring out the bottom of the car. Pictures of problem. Also on ECU reading low! Find where is the leak?6.Parcel Shelf missing after speaking to sales team. Adam Nick & Sam. I was told it should be there. Then told lookers could take another out from another car?Lookers did not source 1. So was told buy one second hand lookers will reimburse me the bill!7.Traking pulling alot to the left? Just paid £88 to rectify.I looked under cartridge on ramp.Left lower arm is new & drive shaft. & petrol tank plastic covers have been replaced. But missing clips so more play & movement. I have a video of this!8.Exhust sheild 20mil movement, rattling pointed out at Lookers on Saturday 2nd May? Rivets missing & on 2 sections on exhust.A bracket is screwed around the exhust & exhust has been repaired with weld poorly!9.Engine Heat Shield under bonett loose needs new clips or replacement as it is sagging down10.Drivers seat belt, column adjustment. Housing broken causing seat belt not to wind in & not work, v dangerous!11. nearside rear tyre has slow puncture - this was pointed out at site12. inside was not clean - adam was made aware of this13. no spare tyre, jack or puncture kit - happy to go halfs on getting a spare wheel as this would be preferred14. on dash, lane assist is showing fault, one line showing with red line through itwanting 360 degree camera checked as currently driving blindalso does it have full window closure via the fob?may also take an additional years warranty out if possible when all issues are resolvedAfter speaking with Adam on Saturday in person & & by email & again today on the phone. I requested please can Nick tge on site manager. Asked to call me at 1:45pm.Im very disappointed I want to know whats Lookers policy is if I want to return the car & unwind the deal with my money back!Michelle & I r v upset & disappointed!Please communicate with me. It is Sunday the 3rd being Monday the 4th is a bank Holiday.SincerelyMr Timothy Lumley

Customer CommentsHello James, Still not had an update from you or payment to my account for what was promised last November. It seems that BMW is not honouring its agreements. Maybe I'll cancel my direct debit on the car for a month in lieu.

Parts department is an actual joke and has been for a long time, ridiculously hard to get hold of, not answering phones ect and understaffed, we’ve been going elsewhere/second hand for a while now and get very frustrated when it’s dealer only as we know what we will have to go through

I am writing to formally raise a concern regarding both the unresolved issue with my vehicle and the level of service I have received.I initially brought my car in on 24 March 2026 for a recall. In the days following this visit, the engine management light came on. I returned the vehicle on 27 April, where I was advised that the issue was unrelated to the recall, despite a fault code (290900) indicating a problem connected to the EGR system, which had recently been worked on.Following this, I paid £530 to have the oxygen sensors replaced. I collected the car on 28 April, but was informed at the time that the technician was not entirely certain of the root cause and that I should call back if the light reappeared.Since then, I have made multiple attempts to contact your branch. I called on 29 April, 30 April, 1 May, and again today (5 May). Today alone, I attempted to contact the branch six times without success. When I finally managed to get through at 5:10pm, another message was taken, yet I have still not received a return call.This level of service is extremely disappointing. It is both time-consuming and frustrating to repeatedly chase a response, particularly after paying £538 for repairs that have not resolved the issue.I would appreciate a prompt response to address both the ongoing fault with my vehicle and the lack of communication.