I am writing to formally raise a complaint regarding the customer service I have received from BMW Lookers Stoke-on-Trent during my ongoing new vehicle purchase/process.The process began on 19 February 2026, of which since that date have experienced repeated delays, poor communication, and a lack of responsiveness that has left my confidence gone in both the dealership and the purchasing process.Throughout the process, I have had to persistently chase for updates from my Sales Executive, Jordan, who has recently apologised for the failings in communication and service. However, despite these apologies, the issues have remained and continued.On 8 May 2026, I spoke with James Downing (New Car Sales Manager) directly and requested a full PCP illustration. During that conversation, I was advised that James was unable to provide this because the vehicle configuration/account being locked. Since then, I have made further requests through Jordan for the required PCP illustrations to be shared, which is disappointing as basic and simple ask. On the last two occasions, the information provided contained incorrect information including annual mileage and incorrect APR figures, meaning the quotations were not suitable and/or accurate for review as the customer in this process.Given the ongoing issues, I requested on 15 June 2026 via Jordan that Swindells that James Downing contacted me directly to discuss my ongoing and increasing concerns. Although I responded promptly to an email suggesting a call at 10:30 the following day, I am still awaiting a call and have received no further communication 8 days later and counting.The level of customer service throughout this process has been unacceptable. Without question, this has been the poorest customer experience ever encountered whilst purchasing a new vehicle. The repeated delays, inaccuracies, lack of proactive communication, and failure to respond to escalation requests have caused frustration and have significantly diminished my confidence in proceeding with the purchase.As recently mentioned to Jordan Swindells, I have been fortunate enough to experience the new car process a number of times, of which have never experienced customer service and experience like this. I have approached the last 4-months since initial contact with patience, balance and understanding, that delays and humans errors can be made. However, having now allowed this time to pass, I just want to summarise a few of the new cars I've purchased from 'New' whereby the experience has been enjoyable, informative and professional in approach.PE60 WLU - Audi A3 (Blackburn Audi)PN63 ECJ - Audi A3 (Blackburn Audi)MX14 XGM - Audi TT (Manchester Audi)PK64 UOU - Audi S3 (Preston Audi)PK16 WDU - Audi A4 Avant (Blackburn Audi)PE16 ENY - Audi TT (Blackburn Audi)OY67 WRX - Audi S3 Sportback (Oxford Audi)LS67 LVC - BMW 320d (Enfield BMW)OY70 XHO - Audi S4 Avant (Oxford Audi)LJ72 HPN - BMW M340d Touring (Berry Croydon BMW)Above is not for status in anyway, it is simply to show and demonstrate I am very familiar with the New Car buying process, having experienced the process with Marshall, Swansway, Bowker, Berry, Williams and Sytner group to name just a few.Regrettably, I now wish to cancel my new vehicle order with immediate effect. The standard and level of customer service received since 19 February 2026 has been wholly lacking and has ultimately diminished my confidence in both the dealership and the purchasing process. Given the repeated failures in communication, the delays in providing requested information and inaccurate finance quotations, and the lack of response from management despite my escalation, I have no desire to continue with this purchase. I have zero interest in buying a vehicle where the customer experience has been so consistently poor from start to finish.I request this feedback is provided directly to Paul Atkinson as Head of Business and Jack Bourne as Business Manager, on behalf of Lookers BMW Stoke-On-Trent, as points of escalation.If this formal complaint is even acknowledge I will be astounded, as seemingly customer service and experience is not a priority at Lookers BMW Stoke-on-Trent.Kind regards,Christopher Carpenter

Following email sent to you 17/06/2026 @ 23:03 see below, and previous emails sent with no responses or confirmations of emails received, I have now received part payment of £6,800 which is £500 short of the original £7,300 owed.Can you pay the outstanding payment of £500. I feel due to the inconvenience caused while waiting for the promised payment from 02/06/2026 I only think it is only fair to pay the cost of the Unlimited Parking Assistant Professional @ £340 for my vehicle before leaving my review on various review sites including Trustpilot.Copy of 2nd email sent, 17/06/2026, through the Lookers online link:URGENT! This is the 2nd time I’ve had to send a complaint to yourself following no response in helping me to recoup monies owed to me by BMW Stoke-in-Trent.Original email sent to yourself:Vehicle Registration: ND72 LJOCustomer order no: 278987I collected and took ownership of the vehicle on 02/06/2026. Part of the sale was a PX and a reimbursement of £7,300 and the sales person, Kai Elkington, took my bank details and said the balance would be in my bank account within 3 days. To date we have not yet seen this payment.Also, I sent an email. 05/06/2026 to Kai Elkington asking him for the Digital Key Card for the vehicle as I’m unable to use some of the features and I wish to purchase the unlimited Parking Assistant Professional @ £340 but I am still waiting for this product key.I sent another email, 12/06/2026, asking the for a date of the payment and again about the Digital Key Card but still have not had any response from him.Unfortunately, this is my only option has I don’t have the managers email.Please action this urgently.I’ve put all my faith in Lookers BMW Stoke-on-Trent carry out a service, transaction which they’ve not upheld and, therefore, I’ve been out-of-pocket to a sum of £7,300 and, also, unable to use my car as I want to since 02/06/2026.If I don’t receive an urgent response I will have no option but to take to Social Media and, also, serve a Statutory Demand followed by a Winding Up Order for non-payment.Communications from yourselves and BMW Stoke-on-Trent is very poor especially when there’s monies involved.Malcolm Newman

URGENT! This is the 2nd time I’ve had to send a complaint to yourself following no response in helping me to recoup monies owed to me by BMW Stoke-in-Trent.Original email sent to yourself:Vehicle Registration: ND72 LJOCustomer order no: 278987I collected and took ownership of the vehicle on 02/06/2026. Part of the sale was a PX and a reimbursement of £7,300 and the sales person, Kai Elkington, took my bank details and said the balance would be in my bank account within 3 days. To date we have not yet seen this payment.Also, I sent an email. 05/06/2026 to Kai Elkington asking him for the Digital Key Card for the vehicle as I’m unable to use some of the features and I wish to purchase the unlimited Parking Assistant Professional @ £340 but I am still waiting for this product key.I sent another email, 12/06/2026, asking the for a date of the payment and again about the Digital Key Card but still have not had any response from him.Unfortunately, this is my only option has I don’t have the managers email.Please action this urgently.I’ve put all my faith in Lookers BMW Stoke-on-Trent carry out a service, transaction which they’ve not upheld and, therefore, I’ve been out-of-pocket to a sum of £7,300 and, also, unable to use my car as I want to since 02/06/2026.If I don’t receive an urgent response I will have no option but to take to Social Media and, also, serve a Statutory Demand followed by a Winding Up Order for non-payment.Communications from yourselves and BMW Stoke-on-Trent is very poor especially when there’s monies involved.

Vehicle Registration: ND72 LJOCustomer order no: 278987I collected and took ownership of the vehicle on 02/06/2026. Part of the sale was a PX and a reimbursement of £7,300 and the sales person, Kai Elkington, took my bank details and said the balance would be in my bank account within 3 days. To date we have not yet seen this payment.Also, I sent an email. 05/06/2026 to Kai Elkington asking him for the Digital Key Card for the vehicle as I’m unable to use some of the features and I wish to purchase the unlimited Parking Assistant Professional @ £340 but I am still waiting for this product key.I sent another email, 12/06/2026, asking the for a date of the payment and again about the Digital Key Card but still have not had any response from him.Unfortunately, this is my only option has I don’t have the managers email.

I am disappointed to be writing this complaint, but after repeatedly raising concerns with several members of staff during the purchase of a vehicle from Lookers BMW Stoke, the issues have continued and, unfortunately, further problems came to light when I collected the car today.From the outset, the buying experience has been extremely poor. We arranged an appointment to view the vehicle, having driven over two hours, only to arrive and find that staff were unaware of our booking. The vehicle was not ready for viewing, had not been MOT tested, and had not been valeted. While we were disappointed, we were assured that matters would improve. Sadly, they did not.Following the viewing, we provided a list of issues that required attention, including damaged alloy wheels, a paint chip on the bonnet, scuffing to the front bumper and the overall presentation of the vehicle. We were assured these items would be addressed and were also promised a full tank of fuel as a goodwill gesture. A revised collection date was agreed, but the vehicle still took an additional week beyond that date to be prepared.Throughout this period, communication was poor. We repeatedly had to chase for updates, paperwork contained errors that required correction, and obtaining accurate information proved unnecessarily difficult. There were several occasions when we considered withdrawing from the purchase altogether, but ultimately decided to proceed because I wanted the vehicle. We had also discussed the possibility of supplying number plates for my private registration and some BMW cleaning products as a goodwill gesture; neither materialised.Given the delays, we expected the vehicle to be presented to a high standard upon collection. Instead, the first thing we were told on arrival was that a dent had been discovered on the driver's door and had not been repaired. We were informed that we would need to arrange the repair ourselves and then seek reimbursement from Lookers. This falls far short of the standard I would expect from a BMW retailer.Having travelled a considerable distance, we simply wanted to complete the handover and return home. However, once home it became clear that the vehicle had not been properly prepared. The paint chip on the bonnet remains, and the vehicle has clearly not been valeted to an acceptable standard. The interior was heavily dusty, to the extent that my son could write his name on the rear headrests. There is visible green staining on sections of the convertible hood, particularly around the rear window. I have attached photographs taken upon our return home which clearly demonstrate these issues.In addition, the vehicle is missing a can of tyre inflation foam, and no service history, paperwork or owner's manual was provided. While I appreciate some information may now be available digitally, this added to the overall impression of a poorly prepared handover.I would appreciate written confirmation regarding the agreement that we may arrange repair of the dent in the driver's door and subsequently be reimbursed by Lookers. Furthermore, given the condition in which the vehicle was supplied, I believe it is reasonable for Lookers to cover the cost of a professional valet. As we live over two hours away, returning the vehicle to the dealership for this work is impractical. In any event, given our experience to date, I have limited confidence that the work would be carried out to an acceptable standard.I fully appreciate that this was a used vehicle. However, the value of the vehicle to me is significant, and throughout this process we have felt like an inconvenience rather than valued customers. We expected the same level of service afforded to any BMW customer and have been repeatedly let down by your team.I would therefore ask that you review this matter personally and confirm how Lookers intends to resolve the issues raised above. I would appreciate a response within seven days. Failing that, I will have little option but to escalate my complaint directly to BMW UK.I look forward to hearing from you.(email also sent to Paul Atkinson, Head of Business directly with images)

I have emailed on several occasions a list of issues and i have been told after sales will contact me no one has i have a vehicle i cannot use! absolutely disgusted

Complaint no 88283610 had no contact/ reply , was stated I would be contacted within 14 days, been 21 days now and no updates/ communication regarding my BMW that had to have a CAD replacement after coming in for an airbag recall . Reg no T8 WON. Paul Smith 07716882219 .

Richard James Thorley82 AshwoodLongtonST31DPLookers Stoke-On-Trent BMWRadial ParkBede RoadStoke-On-TrentST4 4GUDate: 03/06/2026Vehicle Registration Number: NL17 NUMVehicle Make and Model: Mercedes-Benz C43 AMG 4maticDear Sir/Madam,Re: Formal claim under the Consumer Rights Act 2015On 21/04/2026 (signed documents – needing a PDI check & MOT then front discs and pads (then both front callipers and trim underneath ? – was never told the trim part name required and was a substantial delay?) (Took delivery on the 1/05/2026, I purchased and took delivery of the above vehicle from your dealership for the total price of £19354.58 with Motonovo Finance).On approximately 20/04/2026, I thought it was caused by the weather. I reported it to Lookers Stoke BMW on 29/04/2026, and I discovered that the vehicle is not of satisfactory quality and is not as described, in breach of the Consumer Rights Act 2015. The specific fault(s) are:• Gearbox Fault Origin Caused by the exhaust valve sticking. The inspected garage might have rectified it, but I can't confirm, as it was handed over to me in a dangerous condition.• Spring Snapped• No under tray (snapped in half?)• Twisted front brake hoses on the front, same as the front discs, pads, and callipers, replaced• Non-genuine lower arm fitted (causing it to rub against the front left alloy wheel,should have been picked up on MOT Test and PDI checks.• Tyre rear low on inner edge – should have been an MOT advisory.As I have owned the vehicle for over 30 days, I am requesting that you repair or replace this vehicle at no cost to me, as per my rights under the Consumer Rights Act 2015. If you are unable to carry out a repair or replacement, I will expect a full or partial refund. Please contact me within 14 days to arrange for the collection of the vehicle, organise the repair, or process the refund.I have enclosed copies of the vehicle receipt, service records, and I have got visual video evidence and health check that the car is not fit for purpose as evidence.Yours faithfully,RICHARD JAMES THORLEY03/05/2026

Dear BMW Customer Services,I am writing to raise a formal complaint regarding a BMW Approved Used vehicle that I purchased from your dealership on 28thMay 2026.Within four days of ownership, the vehicle began making an unusual noise. I contacted the dealership on 1 June to report my concerns and was advised that, as there were no warning lights on the dashboard, the vehicle was likely safe and there was nothing to be concerned about.However, when the noise became significantly worse on 2 June, I contacted the dealership again. A BMW technician was sent to inspect the vehicle and identified a serious safety issue. I was informed that both front wheels were loose, bolts were missing from the nearside front wheel, including the locking wheel bolt, and that the vehicle was unsafe to drive. The technician arranged for the vehicle to be recovered for further inspection.I am extremely concerned that a vehicle sold as a BMW Approved Used car could be delivered in this condition. More concerning still is that I had already reported the issue the previous day and continued driving the vehicle following the reassurance I received. During this time, I had my three children travelling in the vehicle. Had a wheel detached while driving, the consequences could have been catastrophic.I would therefore like BMW to provide:• A full written explanation of how this vehicle was supplied with loose wheels and missing wheel bolts.• A copy of the vehicle’s pre-delivery inspection (PDI) documentation.• Written confirmation of all faults identified during the inspection and any repairs carried out.• Details of the goodwill compensation BMW intends to offer in light of the significant safety risk, distress and inconvenience caused.Given the seriousness of the defect and the fact that the issue arose within days of purchase, I am also considering my rights under the Consumer Rights Act 2015 and would appreciate your urgent response before deciding how I wish to proceed.I look forward to hearing from you as a matter of priority.Kind regards,Chloe Betley

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.