I am writing not to complain but to praise 2 members of staff currently employed at Lookers, Stoke.Having just collected yet another 1Series from the branch I had the pleasure of being attended to by Jack Bourne and Connor Saunders.Jack and I have been working together since my first purchase , Connor is new to meBoth men deserve praise for their professionalism, great people skills and willingness to not only help but to go above and beyondI could not have received better service had I been purchasing your most expensive model and not your leastAlthough I have to say I love the 1Series especially this latest model.Unfortunately, good old customer service seems to be, in a lot of places , sadly lacking these days and it’s reassuring to know that here is not the caseI would appreciate it if my email could be brought to their attention and a confirmation of this sent to me

I bought a used vehicle from you in July and experienced a couple of issues.1. I paid for fuel and delivery but the fuel i paid for was used during the delivery.2. The car arrived with a couple of small dents that were not shown on the video, may have happened after the video was produced.Your sales rep offered a small compensation amount to cover this however the amount offered seemed to be considerablly less than the likely cost of repair. Ive subsequently provided further information to your sales rep but they have not responded. Followed up to ask for a response but still nothing.

Paid £300 to have warning lights looked at and they are still there. I even sent a ‘photo of said lights via email and still nothing was done

I've recently been into lookers Stoke-on-Trent for some warranty work, the car had to be kept over the weekend due to parts, while it was in I asked for the wheel balancing to be looked at and the key fob battery to be replaced of which neither was done and to top it off my wheel was damaged.My bmw dash cam was removed and left on the seat.I asked someone to put it back on, and then there was a fault with the memory card!I was advised that I needed to take out the memory card and format it on my computer!I was also informed that I would be contacted the day after to arrange collection of the car to refurbishment the wheel.No contact has Been made.All of this is possibly considered trivial.But on the flip side it's all small stuff that if never happened would have resulted in a pleasant experience.May I ask that if a technician has to take a camera off, that they refit and make sure it works before leaving the vehicle.And that if anyone damages a vehicle to report it, and get it sorted before the customer receives it back, rather than hoping it won't be noticed.And if im.promised something that it is made a note of and followed up on.Three simple things.Going forward I'm not interested in my car been collected by yourselves, I just need a colour code of the wheel that my wheels were painted by yourselves before collection in January.

I came to view a car on Wednesday 24th September after having to give a £500 deposit to hold it, you were waiting for the car to arrive which it had the night before. So I viewed it on the Wednesday morning first thing at 09:00. It wasn’t to be as I didn’t like the interior colour of the car or the shade of grey. So I didn’t complete the purchase. I was told by Mitch Hayward, he would process my £500 deposit back straight away and I should have it within 5 days. Anyway 5 working days was up this Wednesday gone, so I emailed both Sam Dolan as he was also involved in the car sorting and Mitch Hayward about returning my deposit, neither have bothered to reply, so I emailed again first thing this morning, again, neither have bothered to reply, and I still don’t have my £500 deposit back! In a way I’m glad I didn’t buy the bmw iX as to spend £36k on a car and this is the customer service, I’d hate to think if I actually had any issues with it wether I’d get anything done with the lack of response from either of them!

Further to my previous emails, please treat this as a formal complaint under the Consumer Rights Act 2015.This is an approved used car sale; BMW’s programme requires a 360° inspection, rectification of faults with genuine BMW parts. Grooved, corroded inner face brake discs with a very loud metallic scraping noise while turning the wheels, poor performance, and just at the minimum required thickness are not consistent with those standards.Is this the standard BMW expects from an approved used purchase? I did not expect this level of service or quality control when I chose a BMW Approved retailer and paid thousands extra for the AUC premium and peace of mind.On 30 September 2025, BMW Stratstone Chesterfield investigated scraping when reversing and performed a vehicle inspection. Their attached written report states:“Rear brake discs are heavily corroded and grooved/lipped on the inner surface, which affects the safety of the vehicle. Replacement discs and pads are recommended.”This is supported by the VHC video they supplied. As the selling dealer, Lookers is responsible under the Consumer Rights Act for supplying a car of satisfactory quality and safety.Under Consumer Rights Act s19, please authorise and fund the replacement of rear discs and pads at BMW Stratstone Chesterfield (who have the car). If not completed satisfactorily at the first attempt or delayed unreasonably, I will exercise my final right to reject under the Consumer Rights Act.If we can’t resolve this promptly, I will escalate to the Motor Ombudsman and if necessary, legal action through a solicitor.

Dear BMW UK Customer Service,I’m escalating a complaint about my BMW Approved Used vehicle (Reg YH69HJD, purchased 1 September 2025 from Lookers Stoke-On-Trent BMW).Summary:• Within days, I had an oil level above maximum warning and a metallic scraping noise when reversing.• Your authorised Stratstone BMW Chesterfield confirmed oil change required and rear brake pads and discs need replacing.• Despite sharing the report promptly, the retailer delayed and asked me to obtain quotes and coordinate payment. The workshop closed before this was resolved, and I lost use of the car for 2 days and the car still at Stratstone BMW Chesterfield because Lookers didn’t make any payments.As this is a BMW approved used purchase (360° checks and faults rectified pre sale; minimum 12-month warranty), I expected the retailer to manage the repair directly and minimise inconvenience, in line with the consumer rights act requirement to repair within a reasonable time and without significant inconvenience.Requested BMW UK action:1. Open a case and liaise with Lookers Stoke-On-Trent BMW to ensure immediate approval/payment for diagnostics and rear brake pads and discs replacement and to arrange immediate delivery of my car today to my address on completion( 6 Grasshopper Green, Sutton in Ashfield, NG17 3NZ).2. Ensure mobility support (courtesy car) during repair.3. Request that Lookers Stoke-On-Trent BMW provides a goodwill gesture for loss of use and inconvenience.4. The car health check confirmed the front Tyre tread readings show mild inner edge wear (4.7/5.3/5.6 mm, 4.8/5.5/5.4 mm). Please include a four wheel alignment check.For clarity, I’m seeking a quick, amicable fix. I reserve my rights under the consumer rights act, including the 30 day right to reject if the vehicle is not of satisfactory quality.Attachments: service report and diagnostics receipt.Kind regards,Dr Ahmad ElbaghdadyContact: 07957674739On Wed, 1 Oct 2025 at 07:28, Ahmad Elbaghdadywrote:Dear Mr Dolan,I emailed you the inspection report yesterday and after multiple follow ups by phone, I was told costs would be covered, but that I should obtain the brake pad quote from the service centre and send it to you for payment. Due to the delay, the service centre closed and I lost the use of the car for 2 days.Given this is a BMW approved used purchase with the advertised multi point inspection and faults rectified presale, and with a minimum 12 month BMW warranty, I expected a seamless resolution managed directly by the retailer. My statutory rights under the consumer rights act 2015: defects arising shortly after purchase must be remedied within a reasonable time and without significant inconvenience.What I need now:1. Please liaise directly with Stratstone BMW Chesterfield to approve and pay for the diagnostics and rear brake pad replacement and to arrange immediate delivery of my car today to my address on completion( 6 Grasshopper Green, Sutton in Ashfield, NG17 3NZ).2. Goodwill for loss of use of the car for 2 days (time, costs and inconvenience).3. The car health check confirmed the front Tyre tread readings show mild inner edge wear (4.7/5.3/5.6 mm, 4.8/5.5/5.4 mm). Please include a four wheel alignment check.For clarity, I’m seeking a quick, amicable fix. I reserve my rights under the consumer rights act, including the 30 day right to reject if the vehicle is not of satisfactory quality.Car registration: YH69HJDKind regards,Dr Ahmad ElbaghdadyOn Tue, 30 Sep 2025 at 17:13, Ahmad Elbaghdadywrote:Hi Sam,Please find attached the health check report. The rear brake pads need to be replaced and they replaced the engine oil.Could you please authorise the replacement of the rear brake pads and contact Stratstone BMW Chesterfield for payment.Car registration: YH69HJDKind regards,Ahmad Elbaghdady

Arranged a call for 12pm, didn’t call… arranged a recall at 4pm the same day, didn’t receive a call again…Didn’t get response until 24 hours later about rearranging a new call

I am writing to formally raise a complaint regarding the recent purchase of vehicle registration HY16VZH from BMW Lookers Stoke. The decision to purchase this vehicle was based on information that has since proven to be inaccurate and misleading.The vehicle was advertised on both the BMW Lookers website and BMW Used Cars as having one previous owner. This detail was further confirmed by your sales representative, Travis, during a telephone conversation with my father on 13th August at 12:24. I understand that all sales calls are recorded, and I trust you will be able to verify this communication. The call was made from 07980 765003.Upon receipt of the V5 document, I was extremely disappointed to discover that the vehicle has in fact had four previous owners. This discrepancy has significantly impacted the value of the car and undermines the trust I placed in your dealership.In addition to this issue, I wish to express my dissatisfaction with the overall service received from BMW Lookers Stoke:• A £500 reservation fee was paid on 14th August, followed by the remaining balance of £14,399 on 18th August, both in good faith. However, the vehicle was not delivered until 10th September, despite repeated requests for updates and clarification.• During my initial visit to the Stoke showroom, I was informed that the alloy wheels would be diamond cut and the reversing camera repaired. Despite my follow-ups, Travis later admitted that the camera had not been inspected due to a miscommunication, resulting in a further two-week delay.• Regarding delivery, Travis contacted me to confirm that the car would arrive on the morning of 10th September, and that the delivery company would notify me when nearby. I was assured that the delivery company had possession of the vehicle and my contact details. However, at 11:30am, Travis called to inform me that he would now be delivering the car himself. The vehicle arrived at 13:10, further highlighting the lack of clear communication.• To repair the reversing camera, I was informed that the infotainment screen would need replacing. I expressed concern about the impact this might have on the digital service history, and was reassured by Nick that the history would remain intact. Upon delivery, my father and I confirmed that the service history had been wiped. Although Travis later provided an email attachment with the service record, I feel I was misled.In summary, I am extremely dissatisfied with the service provided. I have received a vehicle with three more previous owners than advertised, a wiped digital service history, and experienced significant delays and miscommunication throughout the process.I request that you review this matter urgently and advise how you intend to resolve the issues and offer appropriate compensation.

Mitch is excellent salesman made us feel at home. Deserves five stars.