customer is complaining about the salesman Nick - customer bought car 19.12.25 the vehicle had a few issues one was a fuel leak - customer says Nick got stroppy about doing work and giving customer a courtesy car- The issue not covered under warranty had to argue to get branch to pay. vehicle went in 27.2.26, branch new it had fuel leak has now been done, rear light issue and heating not working, on the health check it reported new tyres required. the spring has broken on vehicle front suspension been done but needs refunded , also requires stop/start battery.to looking on previous MOT rear tail light was picked up. the customer is saying he has been spoken to appalling - Cust would like someone to check over the vehicle and work done not at his cost. Customer is saying Nick has not returned any calls, Mr Currell was told by reception, Nick had read their email to about calling him back

Dear BMW STOKE ON TRENT ,I hope this letter finds you well. I am writing to express my serious concern and frustration regarding a recent and extremely alarming experience I had with my vehicle after it was serviced at the BMW Stoke-on-Trent branch. I am a long-time BMW customer and have always trusted the brand for its exceptional quality, reliability, and safety standards. Unfortunately, after a recent service to repair the auxiliary heater in my vehicle, I am left feeling deeply distressed and concerned, not only for the safety of my family but also about the competency of the team responsible for servicing my car.Background of the IncidentOn 29/04/26, I brought my vehicle, a BMW 330e, into the BMW Stoke-on-Trent service center to have the auxiliary heater repaired. This was a routine service that I expected to be completed efficiently, as I had trusted BMW for years due to the brand's reputation for quality and thoroughness. After the service, I was informed that everything had been completed successfully and that my vehicle was in Top condition, ready to drive.However, upon picking up the car on 30th May 2026, I noticed immediately that something was not right. While I initially couldn’t pinpoint the issue, I felt a sense of unease, as my car began showing signs of malfunction after I had driven a short distance away from the dealership. I would later discover that this was the beginning of what would turn out to be a highly dangerous situation.The BreakdownOn 2nd May 2026 (Saturday), I had to call a BMW roadside assistance and mobile mechanic to inspect the vehicle. I had noticed that my car wasn’t driving properly—it had started to behave erratically, and there were clear signs that it was not functioning as it should. The car had lost its ability to charge, and soon after, it completely came to a halt in the middle of the street, rendering it completely immobile. My partner was in the car at the time, along with her young child, both of whom were left stranded in a dangerous situation.This situation unfolded on a busy road, and it is hard to express how terrifying it was to see my partner and her child trapped in a vehicle that was not moving. They were stuck in the middle of traffic, with cars behind them unable to pass, causing further stress and creating a risk of a collision. The failure of the car to start again was nothing short of a nightmare. The emotional toll of the event cannot be overstated—my partner was in tears, and we both felt powerless, as we had no idea what had caused the car to fail so suddenly after receiving what was supposed to be a routine service.The mobile mechanic arrived shortly afterward and conducted a thorough inspection. He quickly identified two major issues that had caused the breakdown:Fluid Leak: The mechanic noted that there was a significant fluid leak that had occurred after the service, which had likely been caused by damage during the repair process. This leak compromised the car’s systems, resulting in a loss of charge and causing the car to stop working completely.Shredded Drive Belt: The mechanic also found that the car’s drive belt had been severely damaged and was shredded. The mechanic explained that this was not a fault that had existed before the service, and it was likely the result of improper handling during the repair of the auxiliary heater. The damage to the belt prevented the car from functioning properly and contributed directly to the car's failure to charge.The mechanic confirmed that the damage was directly related to the service performed at BMW Stoke-on-Trent and recommended that the vehicle be returned to the dealership for further inspection and repair. It was made clear that this issue was BMW’s responsibility to address, as it was the result of negligence or error during the servicing process.Emotional Impact and ConsequencesThe breakdown of the vehicle was not just an inconvenience; it was a traumatic experience for my partner, her child, and myself. The fact that my loved ones were stranded in the middle of the street with no way to move the car was terrifying. The emotional impact of this incident has been profound. My partner was visibly shaken, and both of us are still processing the sheer panic we felt when the car suddenly failed without warning.The experience also left us with an overwhelming sense of vulnerability. In a modern world where we trust our vehicles to be safe, reliable, and dependable, the fact that a trusted brand like BMW was responsible for putting my family in such a hazardous position has shaken my confidence in the brand. This breakdown could have happened at any time, and had it occurred on a more isolated road, the consequences could have been much worse. In fact, the situation was so dire that we both felt that the safety of my partner and her child was in jeopardy, and we were fortunate that nothing worse came of it.This was not merely an inconvenience—it was a near-disaster. A situation that could have led to severe injury, or worse, was entirely preventable had BMW exercised more care and attention during the repair. My partner and I are both deeply disturbed by the events, and it is only by sheer luck that the breakdown did not result in a tragic accident.BMW's Responsibility and AccountabilityAfter the mobile mechanic’s inspection and confirmation that the damage was caused by the service performed at BMW Stoke-on-Trent, I believe it is only fair that BMW takes full responsibility for the breakdown, the damage to the vehicle, and the emotional distress caused. It is crucial that BMW recognizes the severity of this issue and acts accordingly to resolve the situation.The breakdown occurred because of an error or oversight during the service. This is evident from the mobile mechanic’s findings, and I trust that BMW will take this seriously. It is not acceptable for a service, which was meant to ensure my car’s safety and performance, to lead to such a catastrophic failure. This is a clear case of negligence that has had serious consequences, and I am requesting immediate action from BMW to rectify the situation.Immediate Action RequiredIn light of the events that have transpired, I am requesting the following immediate actions from BMW Stoke-on-Trent to resolve this issue:Immediate Inspection and Full Repairs: I request that my vehicle be inspected and repaired at the BMW Stoke-on-Trent branch, with all necessary repairs fully covered by BMW. The damage caused to the vehicle—specifically the fluid leak and shredded drive belt—must be fully addressed, and the car should be restored to the condition it was in before the service, if not in better condition.Compensation for Emotional Distress: I am requesting compensation for the emotional distress and trauma caused by the breakdown and the life-threatening situation that ensued. The fear and anxiety my partner and I experienced that day are not something that can be easily dismissed, and I believe it is important for BMW to acknowledge the psychological impact of this incident.Official Apology: I expect a formal written apology from BMW Stoke-on-Trent for the distress, inconvenience, and danger caused by their error. I would also appreciate an explanation of how this situation occurred and what steps BMW plans to take to ensure this does not happen to another customer.Confirmation of Liability and Preventative Measures: I would like a clear statement from BMW regarding their stance on liability in this case and the measures being taken to prevent such incidents in the future. I expect BMW to review their service protocols to ensure that no other customers are put in a similar position.Review of Service Practices: Finally, I urge BMW to conduct a thorough review of its service practices, especially in relation to the handling of critical vehicle components. This situation could have been avoided if proper care had been taken during the repair, and it is essential that BMW reevaluates its procedures to prevent future mistakes.ConclusionIn conclusion, I am deeply disappointed by the level of service provided by the BMW Stoke-on-Trent branch and the severe consequences that resulted from the repair of my auxiliary heater. This incident has not only put my family’s safety at risk but has also caused significant emotional distress. I trusted BMW to deliver the highest standards of service, and what should have been a simple repair has instead turned into a terrifying ordeal.I hope that BMW will take this issue seriously and respond with the urgency and professionalism that this situation demands. My priority is the safety of my family, and I expect BMW to take full responsibility for the damage caused and to resolve this matter swiftly.Please respond to this letter promptly, as the safety of my family is my top concern. I look forward to hearing from you and to seeing this issue resolved in a manner that reflects the seriousness of the situation, to add here as well, Steve the device advisor said my car is in top condition and as well I had my vehicle serviced and MOT ON BMW Nottingham and they have said my car is in perfect condition on December 2025. So kindly fix my vehicle and I won’t come back at your branch as you put in danger my whole family.

Cust paid £500 21-04 - 23-24 the cust is no longer going ahead and would like the deposit back

Dear Sir/Madam,I am writing to formally raise a concern regarding a refund that remains outstanding.I returned a part to you on 31st March, and as of today, 30 April, Credit note number 6424 credited on 31st March.  I have yet to receive the corresponding refund. This delay of one month is disappointing and falls short of the level of service I would expect.I would be grateful if you could investigate this matter as a priority and provide an update on the status of my refund, including confirmation of when the payment will be processed. If there are any issues or additional information required from me to facilitate this, please let me know as soon as possible.I look forward to your prompt response and resolution of this matter.Kind regards

i am a solicitor acting for a client who has a complain regarding a vehicle he purchased from Lookers. I sent an initial letter in September 2025 to which I received no response. I sent a further letter in October 2025. I received an acknowledgement in November 2025 and was asked to provide further information and documentation which I duly did. I was advise din December 2025 to contact John Hitchiner. I emailed Mr Hitchiner on 31st December 2025, 15th January 2026, 27th January 2026 and 3rd March 2026. I have not had any response until today - 30th April 2026. The response I received today was only prompted by a call to the office where I was given an email address to email - Nikki Simms. I received an immediate reply and was advised as follows "MorningLookers don't have any record of this complaint. According to the vehicle registration this vehicle belongs to someone elseWe won't be able to look at this unless we have a lot more detail .Regards"I responded with every letter and email sent to, and received from, Lookers. I was then advised as follows"Thanks, and I will respond ASAP yes this info is not in the customer complaint file hence its not been followed up,We will look into and come back to you"I then asked how it was possible that a customer complaint, bearing in mind the communication that has been sent, could not be on file. I received a response as follows:-"HiMy time is better investigating the issue rather than trying to investigate how it’s been missed , we employ humans and they do make mistakes however I do apologise for it getting missed.Come back shortlyJohn HitchinerDivisional Aftersales DirectorSouthern AccountsDairy Farm Cottages, Cutton Hall Lane, Chelmsford, CM2 6PBT: 01245 235799 M: 07779879538lookers.co.uk"On any view the response is rude and unprofessional. Had Mr Hitchiner said it was human error, while it is unacceptable, it happens. There has been a complete disregard for this complaint. Mr Hitchiner personally has not responded to emails since December 2025. Had I received a response to say he had no information about it I could have replied and furnished that information. He chose to ignore the communication or disregard it. My client has now been waiting since September 2025 for a response to complaint. He has incurred legal fees.I am disappointed at the response of Mr Hitchiner in circumstances where the faulty, in terms of lack of response, lies squarely with him. Had I not been helpfully advised of Miss Simm's email address, one can't imagine how long I would have waited for a response.

To the Dealer Principal / Management of Lookers BMW Stoke-on-Trent,I am writing to formally lodge a complaint regarding a deeply distressing incident that occurred at your premises on Wednesday, 29 April 2026. I was dealt with by a member of your staff, Ameen, whose conduct was entirely unacceptable and fell significantly below the professional standards I associate with the BMW brand.During our interaction, Ameen openly accused me of lying in front of other members of staff and customers. I found this deeply humiliating, disrespectful, and entirely unacceptable.He was also extremely discourteous, repeatedly raised his voice, and made a statement to the effect that no other BMW dealership in the country would repair my vehicle, registration DV75 HYK. I found this comment intimidating and wholly improper.Furthermore, as I had already stood up from the table and was leaving, Ameen shouted after me, telling me to “pass everything to my husband” rather than addressing me directly as the customer. This remark was offensive, dismissive, and unprofessional.I left the dealership feeling intimidated and under significant stress. As a loyal and long-standing customer, I have never experienced such behaviour from any representative of the BMW brand. Such conduct is a serious matter and should not be tolerated.I would appreciate a written response outlining how this incident will be investigated and what disciplinary measures will be taken to address this employee’s conduct.I look forward to your prompt reply.Yours sincerely,Evita Amelkina

Please find attached a recent complaint raised direct to BMW customer service about my recent servicing experience at Lookers Stoke On Trent.Could I ask that you review the attached.Kind regards,DavidDavid Meredith |Head of UK Contract Maintenance| Electro-Motive Diesel LtdLongport Goods Yard, Brookside Industrial Estate, Longport, Stoke-on-Trent, ST6 4NF, United Kingdom(+44) 01782-831328 - Office|(+44) 07825-547212 –Mobile

Dear Lookers Customer Service and Resolutions Team,I am writing to formally escalate my complaint regarding the Audi A6 (registration SG19 CDR) purchased on 29 March from your Stoke-on-Trent branch.At the time of sale, I was assured the vehicle would be supplied with an emergency wheel repair kit, a full valet, a new MOT, and a full service. As no previous service history was available, I was also promised documentation confirming all work carried out while the vehicle was in your care.Despite this, as of today I have received only the vehicle and two keys. The following remain outstanding:• Written confirmation that the vehicle has been paid for in full• A copy of the MOT certificate• The V5C new keeper slip• Documentation confirming the full service that was promised• The emergency wheel repair kit• The full valet that was agreed prior to deliveryThe vehicle was delivered without the valet and without the emergency repair kit. I have photographic evidence to support this.This situation is unacceptable and falls well below the standards expected from a main dealer. I have made reasonable time for this information and the missing items to be provided, yet they remain outstanding.Please treat this as a formal complaint and confirm within 7 days how you will resolve this matter in full. If I do not receive a satisfactory response within this timeframe, I will consider escalating the issue further through the appropriate consumer protection and motor industry channels.I look forward to your prompt response.Kind regards,

I finally purchased and collected my car on Tuesday. I was supposed to have my £500 deposit returned and have evidence of the service that you completed on the vehicle emailed to me. I have since emailed twice asking whether my £500 has been refunded back to my card and for evidence of the service which I was assured I would get by next day. I have been completely ignored. Even through the sales process mistakes were made by the team there and I had to chase updates on several occasions - why does service not matter?? When will I get my £500 and when will I get proof of service?

Hi Team Lookers,I hope you are all doing well.I am writing to provide constructive feedback regarding my recent purchase of a used BMW from your Stoke dealership. Unfortunately, the overall experience has been extremely disappointing and stressful, and I feel it is important to outline the issues in detail.I travelled from Halifax (nearly a two-hour drive) and visited your showroom on Saturday, 11th March at around 5 p.m. The purchase process was completed within an hour, and I paid the full amount based on the assurance that the vehicle met BMW standards. I did not test drive or carry out a detailed inspection, as I trusted the representation provided.The salesperson, Mr KE, handled the sale professionally and also sold me a GardX interior and exterior protection package for £550. I was also informed that a smart paint repair would be carried out prior to the GardX application.However, the issues began immediately after purchase:Delivery commitments were repeatedly missed without proactive communication. I was given multiple revised delivery dates (Tuesday, then Wednesday, then Thursday), each of which failed without proper notice.I had already arranged insurance based on the agreed delivery timeline, and I had sold my previous car, leaving me without transport.Eventually, I was forced to arrange collection myself. Although £260 was offered towards delivery reimbursement, this added inconvenience and stress.When my friend arrived to collect the vehicle, he was kept waiting for approximately two hours with no clear communication. The reason given was a vague “DVLA hang-up,” which was not properly explained at the time.Further issues identified after collection:The vehicle was delivered without a charging cable.The wiper blades were faulty (squeaking).The car had not been properly cleaned or detailed prior to the GardX application.The promised smart paint repair had not been carried out.When I raised these concerns:Communication was poor, with delayed or no responses to emails and calls.The smart repair was denied despite being discussed at the time of sale.The GardX interior coating appeared not to have been properly applied, as the interior was visibly dusty and unprepared.There was also a significant delay and lack of clarity regarding the V5C transfer:I was not proactively updated and had to repeatedly chase for information.It was later revealed that the dealership had an incorrect V5C reference number, causing the delay.During this period, the car was insured in my name but taxed under a different name, which caused concern.Although manager later assisted by arranging a charging cable and reimbursement for the wiper blades, this intervention came only after repeated follow-ups from my side.Additionally:I was informed that the delivery reimbursement would be processed within two weeks, but I had to chase this multiple times before finally receiving it on 16th April.Regarding the GardX product, I have effectively paid £550 without receiving the expected service or outcome. I have since been redirected elsewhere for resolution.I must also mention a particularly disappointing interaction on 26th March. After completing the ownership transfer, I was informed that my complaints would no longer be handled by the dealership as I had escalated them to BMW. I was also told that, given the time elapsed, the condition of the vehicle could now be attributed to my use. This felt dismissive and unprofessional.Overall, the experience has involved:Repeated broken commitmentsLack of communication and follow-upMisrepresentation of services (smart repair and GardX preparation)Administrative errors causing delays and uncertaintyFinancial loss and inconvenienceI chose Lookers based on positive recommendations and to avoid the kind of experience often associated with high-pressure car supermarkets. Unfortunately, this has been the worst service experience I have encountered.I would appreciate a formal review of this case and a clear response addressing:The failure to deliver the agreed services (smart repair and proper GardX application)The breakdown in communication and missed delivery commitmentsClarification on the GardX product and appropriate compensationI hope this feedback is taken seriously and used to improve customer experience going forward.I look forward to your response.