Cust paid a deposit for a test drive, however it was a manual and the cust wished for a auto. £500 around the 08.07.2025. The cust has tried on numerous occasion her self to get this money back but it is falling on deaf ears. Mitch was the sales man.

Dear Sir/Madam,I am writing to raise a formal complaint regarding a vehicle I purchased from yourselves in august 2025, along with the extended RAC warranty that was sold to me at the time.Original Registration is EA70ULFFollowing a recent visit to BMW for investigation of a suspension noise, I have been informed that the vehicle is fitted with aftermarket suspension. This was not disclosed to me at the point of sale. As a result, the issue is not covered under warranty.Had I been made aware of this modification, it would have directly influenced my decision to purchase the vehicle. I bought the car with the understanding that it met BMW Approved Used standards and was as described.I also hold photographic evidence from the point of purchase which clearly shows the vehicle sitting lower than standard. This has since been reviewed by a BMW technician at my local dealership, who confirmed that the vehicle appears to have been fitted with aftermarket suspension at the time of sale.This indicates that the modification was present and visible when the vehicle was supplied, and therefore should have been identified and disclosed by yourselves prior to sale.Under the Consumer Rights Act 2015, goods must be as described and of satisfactory quality. The presence of undisclosed aftermarket components, which are now affecting warranty coverage, does not meet these requirements.In addition, I was advised by your team to take out an extended warranty via RAC. I have since been informed by my local BMW dealer that they do not work with RAC warranties and are unable to utilise this cover. I was also advised that I should have taken out a BMW extended warranty instead when my used warranty ran out. Which i is what i am going to do when it expires however this option was not offered to me at the time.This means the warranty I was advised to purchase is not fit for purpose, as it cannot be used in a practical or reasonable way within the BMW network.I also note from your Terms of Business that you state you do not provide advice or recommendations in relation to insurance products. However, I was advised by your staff to take out the RAC extended warranty at the point of sale.This raises further concern that either incorrect advice was provided, or that the product was not properly explained to ensure it was suitable for my circumstances. In either case, I do not believe reasonable care and skill were exercised when arranging this warranty.As a result of the above issues, I am requesting the following:- A full refund of the RAC extended warranty, with immediate cancellation and no penalties- Resolution of the suspension issue, either by repair at no cost, replacement with OEM BMW components, or appropriate compensationI would appreciate a prompt response within 14 days. If this matter is not resolved, I will escalate my complaint to The Motor Ombudsman and seek further advice via Citizens Advice.I trust you will treat this matter seriously and look forward to your response.Yours faithfully,Liam borsberry

I paid 100 pounds holding fee on a BMW only to be told by Kia it had been sold. This payment was paid in February and despite being promised by Kia I have not yet received a refund. I cannot believe BMW are in such financial difficulties they cannot return my 100 pounds. Please can some have the decency to to at least contact or the rightful thing and return my money.

I paid a 100 pound holding fee for a vehicle only to be told by Kia it had been sold. This payment was made in February and despite many calls I have not yet received the funds back.

I am reaching out to offer a unique opportunity to enhance your showroom space with a classic BMW E30 325i Sport. As you may know, the E30 generation has become an iconic model among enthusiasts, and the 325i Sport in particular is highly regarded for its design, heritage, and growing collectability.I would like to offer the opportunity for your organisation to display the car as part of your space, whether as a focal point, promotional feature, or marketing tool. The vehicle’s classic design and nostalgic appeal make it a strong visual asset that could help enhance customer engagement and brand image.Please let me know if this is something you would be interested in exploring further.Thank you for consideration, and I look forward to hearing from you.

deposit paid for £500 paid 01.03.26.Cust hasnt received a refund for the money as he cancelled the purchase.

I am writing to formally request the immediate return of my £500 deposit. This refund is due following my decision not to proceed with the vehicle, which was based on misleading information specifically, the discrepancy between the advertised mileage and the actual mileage.It has now been almost 20 days since I requested the refund, which is an unreasonable delay. I must express my concern regarding this situation, as it does not meet expected standards of transparency or customer service.Unless the full refund is received within 24 hours, I will have no option but to escalate the matter further, including pursuing action through the appropriate consumer protection channels.I trust this can be resolved promptly and without the need for further action.

I am writing to formally raise concerns regarding the service experience during my visit on Thursday 12th March for a routine oil service on my BMW 330e, registration V77 KRH. The appointment was booked in January to ensure the availability of a courtesy vehicle, and my service advisor on the day was Liv.Regrettably, the standard of the courtesy vehicle provided fell significantly short of what I would expect from BMW, and I feel it is important that this is brought to your attention.Upon arrival, I was handed the key to a 220 Coupe (75 plate) and immediately asked how far I would be travelling. I found this unusual, but advised that I would only be commuting locally. Liv appeared relieved and informed me that the vehicle had no fuel. When I entered the car, the fuel warning light was illuminated and the range displayed only 25 miles. No offer was made to fuel the vehicle, nor was a handover provided to explain the controls. Had I needed to travel any distance, I would have been forced to make an immediate fuel stop.The condition of the vehicle’s interior was even more concerning. The seats were heavily stained, there was litter inside the cabin, and sticky residue was present around the centre console. This is not a standard I would tolerate in my own vehicle, nor one I would expect from a courtesy car supplied by a premium brand.Most troubling was the discovery of a eulogy booklet on the back seat for a recently deceased woman. It was evident that the vehicle had been used by individuals attending a funeral and had not been valeted prior to being loaned to me.Due to a scheduled appointment, I had no option but to tolerate the vehicle temporarily and return it at the earliest opportunity. I raised all of these issues with Liv upon my return and handed her the eulogy booklet. Although she appeared shocked and apologised, she proceeded to process my payment and offered no further explanation, assurance, or follow‑up.As a relatively new BMW customer, I chose the brand with the expectation of receiving a premium level of service. Unfortunately, this experience has not reflected that. This is also not the first issue I have encountered with your service department, which is disappointing given my previously positive experiences with Lookers Mercedes in Stoke and Lookers in Crewe.I would be grateful if you could investigate this matter, provide an explanation as to how such a lapse in standards occurred, and outline what steps will be taken to ensure this does not happen again.Thank you for your time. I look forward to your response.Kind regards,Karl

I’m getting in touch to make a complaint about the experience I’ve had with your sales advisor, Mitchell Hayward, and the faulty vehicle I was sold. What should have been an exciting and straightforward purchase turned into a long, stressful, and frankly exhausting process because of repeated mistakes, poor communication, and a lack of care at every stage.What happened from the start:I came in to Lookers Bmw Stoke on 15 February to test drive a BMW i4. I loved the car and agreed to buy it, but everything that followed went downhill quickly.• Mitchell took my details for the finance application and said he’d call me the next day. He didn’t.• Instead, on 17 February, I received two e sign documents with no explanation at all.• When I checked them, the order form was full of errors:o The price was over £1,000 higher than the advertised price.o My partner’s staff discount wasn’t applied.o The deposit section was blank, even though I’d already paid it.• The finance agreement also showed a much higher monthly payment than what we agreed during the test drive.When I rang Mitchell, he said he didn’t know about any of this and would sort it. He later emailed saying everything was “sorted”, but didn’t send corrected documents until I chased him again the next day. This became a pattern—me chasing, him reacting.The issues didn’t stop there:• The ID verification link he sent didn’t work. I tried six times before calling him, and only then did he mention it doesn’t work on mobile phones—something he already knew.• On 19 February at 5pm, the night before collection, he sent more e signs because the mileage on the e-signs I already sign, was wrong. The new documents showed 297,000 miles instead of 29,000. He said he “didn’t realise” and that we’d have to do paper signing on the day of collection as it was too late in the day to reissue documents.On 20 February, when I came to collect the car:• I was in the dealership over two hours because I wasn’t allowed to leave until the finance funds were released (I also had a very tired 2 year old toddler with me who wasn’t happy to do nothing for all this time).• No one explained this beforehand, so I was just left waiting around.When I got home that same day, I realised the parking sensors didn’t work. On 23 February, I called Mitchell. He told me to book it in with my local BMW dealer under warranty as it will be more convenient than bringing the car back to Lookers BMW Stoke. When I called BMW Williams, they told me there was no warranty showing on the car at all.I had to go back to Mitchell again, and only on 26 February did he confirm the warranty had been added. This should never have been an issue in the first place as when I left the dealership on the 20th of Feb, he said everything was ‘sorted’.On 9 March, BMW Williams diagnosed the sensor fault but said it wasn’t covered under warranty because of a stone chip. I had to pay £156 for diagnostics, and the repair was quoted at £444.12. After everything I’d already dealt with, being told I now had to pay out of pocket for a fault that was there from day one (which was acknowledged by Mitchell) was incredibly frustrating.Across the whole process, I experienced:• Repeated mistakes in paperwork and pricing.• Lack of communication and follow through.• Incorrect information being sent multiple times.• A mileage error that should never happen.• Delays and confusion on collection day.• A vehicle fault discovered immediately after purchase.• Warranty issues that caused even more hassle.• Out of pocket costs for a problem that wasn’t my fault.This wasn’t just one mistake—it was a chain of avoidable errors that made the whole experience stressful and disappointing.What I’m asking for:• A refund of the £156 diagnostic fee, as the fault was present when I collected the car.• Parking sensors repair, free of charge, at Lookers BMW Crewe branch.• Confirmation that this situation will be properly investigated, including how Mitchell handled the sale and why so many errors were allowed to happen.I hope this can be resolved quickly, because this experience has been far below what I expected when buying a car from your dealership.

No return of refundable deposit after a month.I reserved an x5 on 5th of February, but unfortunately I purchased another car from elsewhere so on the 6th of February I asked Adam Melville for my £250 refundable deposit back of which had to chase up again for it.. finally got through and had a reply saying he’s requested it and it had been signed off and would take between 3-5 days. It has now been 15 working days which is completely unacceptable. I chased up and had no response back. I also emailed the head of business a Paul Atkinson and had no reply at all. I would like my deposit back ASAP please and a reply to tell me where it is up to, as this is getting absolutely ridiculous now.