I purchased a second hand Skoda karoq in January this year, the sales assistant agreed that the Skoda connect service would be fixed so as I could link it to the Skoda app.He asked me to arrange the service with the local Skoda garage to me and confirmed that the cost would be covered by Lookers, also confirmed that the sales manager was fully aware of this.I arranged for and had the Skoda dealership fix the problem and had to pay the £138 to cover the cost as they were unable to invoice lookers direct.On the 27th February I rang to speak to the sales assistant and was informed that he no longer worked there and spoke to another sales assistant who checked with the supervisor and confirmed the arrangements and payment would be forthcoming on receipt of the invoice/proof of payment by email.I sent the email the same day but did not and have not received the payment despite numerous times contacting and leaving messages for both the new sales assistant and the sales manager.

Dear Lookers Customer Service and Resolutions Team,On 29 March, I purchased an Audi A6 (registration SG19 CDR) from your Stoke-on-Trent branch. The sales representative, Kai, was polite and helpful, and the vehicle was delivered to my home on the agreed date.Prior to delivery, I was informed that the following would be completed and provided:An emergency wheel repair kit (which was missing at the time of purchase)A full valetA new MOTA full serviceAs the car had no previous service history available, I was also assured that I would receive full documentation confirming all work carried out while the vehicle was in your care.However, as of today, I have only received the car and two keys. I have not received the following:Confirmation that the vehicle has been paid for in fullA copy of the MOT certificateThe V5C new keeper slipConfirmation or documentation of the service that was to be completedIn addition, the vehicle was delivered without a full valet and without the emergency wheel repair kit. I have attached photographs as evidence.This situation is very disappointing and falls significantly short of the standard I expected from an official retailer. I would appreciate your urgent assistance in resolving this matter and providing all outstanding documentation and missing items as soon as possible.Please note that I would like all communication regarding this matter to be in writing by email rather than by telephone.Please confirm how and when this will be rectified.Kind regards,Radoslaw Wyciechowski

Good afternoonWe are forwarding the details of a customer complaint regarding ongoing quality concerns (attached). The vehicle was purchased brand new from you in 2025.As we investigate these concerns, please provide the following without delay:• Signed vehicle PDI copy• Job sheets/technician reports for any inspections/repairs• Confirmation if the driver was provided a courtesy vehicle free of charge• For vehicles currently under repair: confirmed fault details, estimated completion date, and any delay causes• Any other relevant information on file.If the vehicle has not been returned to you, please engage proactively with the customer to identify the root cause of the reported issue(s).We request your response within 5 working days to collaborate effectively and achieve a positive outcome for the customer. Please may you liaise with the dealer to see if they have seen the vehicle since sale and what their position is on the matter. We are happy to discuss further if needed.Thank you for your prompt attention to this matter.Kind regardsLavernePrivate Customer Escalations ExecutiveBMW Financial ServicesSummit OneSummit AvenueFarnboroughGU14 0FBDear Escalations teamPlease see details below for a complaint request.Customer Name: Phani SirigiriDate and Time the complaint was first made: 01/04/2026 14:21pmVehicle Registration and Agreement Number: 4248807 RA18MAAAgreement start date: 23/05/2025Is it a service or vehicle quality complaint? (is the complaint related to a vehicle quality issue, if not we class as a customer service complaint) - Vehicle QualityIs the customer exhibiting any vulnerabilities? If so, please complete TEXAS - N/AIf a vehicle quality complaint ask - What are the vehicle quality issues reported by customer? Customer isn't too sure what's wrong with the vehicle, he said we can contact Lookers to gather the full report but from what he knows there may be debris in the engine, the vehicle just stopped working whilst driving and displayed drive train fault.If a vehicle quality complaint ask - names of garages the vehicle has been taken to? Has the vehicle been taken to the supplying retailer? Vehicle is currently at Lookers BMW and has been there since beginning of Jan, they've advised that they wouldn't be able to complete a repair until July due to delays caused with sourcing parts. Customer isn't satisfied as he's already paid 3 monthly rentals for a vehicle he doesn't have and will have to pay a further 4 monthly rentals whilst waiting for the dealership to source parts and complete the repair.If a vehicle quality complaint ask - is customer currently in a loan vehicle? If not, has it been requested for? Courtesy vehicle was given but they gave normal BMW x3 M Sport which is a lower car than what the customer chose initially, customer advised that it's causing him back problems trying to get in and out of the low car, customer requested a bigger car from the dealership and is currently waiting to hear back regarding thisEvidence: Does the customer have any evidence or documentation to support the complaint/claim? No, the dealership should have the full diagnostic customer advisedDoes the vehicle have warranty. If so, has this been utilised? Customer believes it is still under a 12 month warrantyCurrent Mileage: 9192 approxPreferable contact method for the customer: email/phone - Phone first and then email or text if he doesn't answerAny third parties assisting with complaint? If so, add details to Seal (password and DOB required) - NoWhat is the customer’s ideal resolution? - Customer cannot wait until July for the repair and has lost faith in the vehicle and feels as though there is a serious engine issue. Customer would like replacement vehicle or to reject the vehicle completely if a replacement cannot be given.Confirmed up-to-date marketing and contact detail preferences, and ticked validate box on SCV? Y/N - Yes on SalesforceYours sincerelyBMW Financial ServicesDemi HillCustomer Services TeamTel: 0370 5050 150Email: customer.services@bmwfs.co.ukFor information on our products, services and latest offers, visit www.bmw.co.uk.BMW Financial Services is a trading name of BMW Financial Services (GB) Limited. Postal Address: Adwick Park, Manvers, Rotherham, S63 5NA. Registered Office: Summit ONE, Summit Avenue, Farnborough, Hampshire, GU14 0FB. Registered in England and Wales with company number 01288537.

I am submitting a formal complaint regarding Lookers Stoke-on-Trent BMW and the sale of Porsche Cayenne, registration AO71YZH.On 2 April 2026 I paid a £250 reservation fee and received written confirmation that the vehicle was reserved in my name for 3 days. On 3 April I received an official payment request stating "Thank you for your purchase of AO71YZH" with a deadline of 4 April 2026. I paid the £1,000 deposit on 4 April at 12:54 — within the stated deadline — and received payment confirmation from Adyen.Despite this, the dealership sold the vehicle to another buyer on the morning of 4 April, before their own deadline had expired. When I called to confirm my collection visit, I was informed the car had been sold. No prior notification was given to me.I subsequently spoke with Nick Mackenzie (Used Car Sales Manager) who acknowledged the vehicle was sold because the dealership had not checked for the payment. This was their error, not mine.BMW UK Customer Service (Nicola Duncan) has been notified and has confirmed the complaint is being monitored.I am not seeking a refund. I am seeking fulfilment of the sale agreement or a formal resolution. If this is not provided, I will escalate to the Motor Ombudsman.

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.