I bought a BMW X1 on part exchange from Lookers BMW Stoke in September. My sales contacts were Mitch and his Manager Andy. Whilst the sale process was fine overall (despite my subsequent belief that information regarding the car's history as a business lease vehicle was deliberately withheld), the main complaint that I have is the continued absence of a 2nd key. I was told on the day of purchase that this would be posted to me in due course once the transaction had been completed and the outstanding finance paid off with the company who owned the car. Ok reflection I was perhaps naive to believe that. Despite repeated messages to Mitch and a couple of text acknowledgements that the key request was being actioned with the manufacturer, 4 months later no substantive progress has been made. I think this reflects badly on the used car sales team at Lookers BMW Stoke and undermines its supposed commitment to post-sale customer care and it is on that basis I am submitting this complaint for resolution.

I am in the process of buying a used approved BMW M135i. After a test drive last week, I flagged an issue with the steering veering off to the left. I was told this would be fixed upon collection. After the car collection date had already been pushed back twice, I went to collect it today (27th January), after being told the issue was steering tracking and it had been fixed, I have arrived to collect the car today, the car hadn’t even been professionally valeted. It had been done by the salesman who said he did it himself and scrubbed the wheels himself. Nor had the tracking been done! They were prepared to sell it to me but I took it for a final test drive and I found the issue was still there. This shows me that the ‘Approved’ meaning of buying a car from you should be used very very hesitantly. This also proves the technicians didn’t even test drive it or they would have seen the issue was still persistent. This is absolutely unacceptable as it is a dangerous issue that should be checked. It has now lost my trust in what else they could have missed? I will be speaking to management as I can’t get my head around the fact that they tried to sell a used car that hadn’t even been valeted and safety tested. Please get in contact with me as I will be in tomorrow. Many thanks, Will

On the 27th of Dec 2025 i paid £500 deposit to Izaak Derbyshire for the purchase of a BMW $ series only to be informed by email 2 days later it had been sold to someone else but my £500 deposit would be paid back ASAP.Today is the 19th January and depite this being promised to be on the 3 occaisons i have called chasing my deposit I still have not recieved the money - this is simply not good enough and I shall be reporting this to the FSA, citizens advice and Trust pilot reviews. It not acceptable to hold my money for this long regardless fo the fact that you sold the car i purchased to someone else - appauling service

Today I tried to buy a car from them for over 43,000 £ and unfortunately, I didn't buy it because the manager was so uncommunicative that my wife found him downright aggressive. I don't know why – whether he had to work on Sunday or because I'm from Poland. I'll just add that the amount I asked for a discount was only 300 £.Secondly, the manager couldn't explain why BMW Manchester was offering me 18,000 £ for my car and he was only offering 16,600 £.

Yesterday I came to buy a BMW X5 for 43,000 and unfortunately I didn't buy it. Everything was fine until the manager came and, during the negotiations, couldn't explain to me why BMW Manchester was offering me 18,000 GBP for my BMW in exchange, when he only offered 16,600 GBP. He started getting angry, and my wife felt he was being aggressive. It looked like he didn't want to talk to us at all and wanted us to leave. I should add that I arrived from Manchester around 1 p.m. and left before 3 p.m., feeling that the manager wanted to get rid of us because it was Sunday and he wanted to go home. The amount he was arguing about was 300 GBP, which, considering the 43,000 GBP, is nothing. I think if he had a different approach to me, it wouldn't have been a problem. I have experience with BMW branches in Blackpool and Manchester and have never encountered such an approach to customers. My wife noticed that the employee sitting next to me at the desk was shocked by his manager's behavior!

Having had bad experiences with other car dealers I thought I would get a premium experience with a bmw dealer, spending 40000 on a used car I expected good service, I have emailed and called about issues that I found , only to get no response, this is not what I expected, was told I would be called to ask if any problems, no call , no answer to emails, this isn’t customer service.

Hello,I am writing to formally complain about the service I have received from Lookers, Stoke-on-Trent and to request a full refund of the £225 paid for a diagnostic check.On the morning of 29 December, I brought my vehicle (DV66 LWE) to the centre for a diagnostic check due to the engine warning light being illuminated.Later that afternoon, I was contacted and informed that the diagnostic check had identified significant issues likely requiring extensive work, including the potential replacement of the timing belt and two camshafts. Although the person on the phone could not give me a definite break down of costs, I was advised it would cost £1,000 to investigate this further beyond the diagnostic check or around £4,000 for the repair. I was also advised not to drive the vehicle, as it could break down at any moment.Given the seriousness of this information, and that for me the situation now presented a decision about the future of the car due to its market value and estimated cost to fix the problem, I requested that an official written quotation and outline of the required work be emailed to me so that I had this information formally documented so that I knew what I was looking at. I was assured this would be sent.By midday on 30 December, having received nothing, I contacted the centre again and was told that staff shortages due to sickness had caused delays, but that a quote was actively being prepared and would be sent shortly.On 31 December, I attended the centre in person to collect my vehicle and pay the £225 charge. I again queried the missing quote, and was once again apologised to and assured that this information would be sent in writing.As of 16 January, nearly three weeks after paying for the diagnostic check, I have received no written quotation, no written diagnostic report, and no follow-up correspondence whatsoever, either by email or phone.This situation is unacceptable. I have paid a significant sum for a professional diagnostic service, yet I have no written evidence that the diagnostic was carried out, no breakdown of the findings, and no formal quote for the work needed. Being verbally advised that my car is unsafe to drive, then left entirely without documentation or follow-up, has placed me in an unreasonable and distressing position - particularly as this vehicle is my only means of transport for work and daily life.While I understand my vehicle is older, this does not justify the complete lack of communication or failure to provide the service I paid for. The speed with which payment was taken, contrasted with the total absence of aftercare or documentation, is extremely disappointing. This car was also purchased from Lookers Stoke-on-Trent as new and the person on the phone said they had never seen this problem before on a car with my mileage (60,000 miles).Given the above, I believe it is entirely reasonable to request a full refund of the £225 diagnostic fee, as the service has not been properly delivered. I am happy to provide my bank details to facilitate this refund promptly.I would appreciate a response within 7 days confirming how this matter will be resolved.Yours sincerely,Adam

I received a Vehicle Safety Recall notice letter on 3rd Nov last year and contacted Lookers to book an appointment. On this call an appointment couldn't be confirmed and after leaving my details I was promised a callback to arrange, after a couple of weeks this still hadn't happened. I called again and an appointment was made for 11th December, this was then cancelled due to lack of parts the day before the appointment. I was promised a callback to arrange a new appointment and one month later am still waiting. Given the information in the safety recall notice regarding the potential for a vehicle fire the fact that 2 months later I am still waiting for Lookers to contact me back, this is not a great reflection of the brand and more so Lookers. Please can someone contact me and sort an appointment as a priority.

I am incredibly disappointed in what has happened with BMW service/parts over the recent weeks and today.My handbrake switch wouldn’t come on/off and the switch was loose at the start of December.My car was booked in with no problem and as I was told it would be done in a day so I decided I didn’t need a courtesy car.I had a phone call on the same day it went in to say they had fixed the switch temporarily and the switch was on order. So I collected my vehicle and the ‘fix’ lasted a day and then was loose again.That was I think December 11th. I was waiting for a call to say the part had come in so I have made numerous calls to parts, services etc and I was told that my enquiries about the part would be emailed to the relevant departments. I wasn’t given any answers until just before the New Year when a man in parts said the part was not available in the UK or Germany.A few days ago a lady from BMW telephoned me to say the part had arrived and my car was booked in for today.The snow was really bad this morning so I telephoned yourselves this morning to cancel and was re booked in for Wednesday this week.I decided that the snow was melting and decided to take my car to yourselves about an hour ago so at least it was there for Wednesday or if possible to be done sooner.A helpful gentleman on the parts desk informed me though that the part wasn’t here and hadn’t been ordered. Infact it wouldn’t be here till January 30th.Now obviously I have chosen to drive my vehicle but I can’t drive it for long distances or park on an incline as I have no hand brake. I literally use it to get to work and come home.I wouldn’t have just turned up today as I was specifically told via yourselves that the part was ready and my car would be done. I received the booking in text and email like before.I feel like I’ve been passed pillar to post chasing yourselves about the repair with numerous phone calls and no answers, waiting for call backs that never happened until last week when I was contacted by someone from parts/services to say the part was back in stock and my vehicle was to be repaired today.Please could you shed some light on what has happened and why I have a car still with no working handbrake.

I am writing to you directly to raise a formal complaint regarding my recent experience purchasing a MINI Approved Used vehicle from Lookers Stoke-on-Trent last month. I am copying in the relevant members of your team as this situation involves repeated failures across sales, service and management, and today’s events have been the final straw.I initially enquired about the vehicle online under the clear understanding that Lookers offered vehicle delivery, as advertised. Only after enquiring was I told that Lookers Stoke-on-Trent does not deliver vehicles. While frustrating, I accepted this and proceeded regardless.As a result, I made two separate weekend trips from Colchester to Stoke-on-Trent, a round trip of just over 400 miles each time.On the first visit, the vehicle was available to be viewed. However, there was no possibility of me taking the car away at that point. The vehicle had not been appropriately prepared, and there were multiple issues with the bodywork that I raised during the visit. These issues needed to be rectified, and the vehicle brought up to standard, before I could proceed with the purchase. I therefore had to return the following weekend once these matters were supposedly addressed.I purchased the vehicle through your salesperson, Weronika Froelke. Upon collection, she was unable to set up the My MINI app. I was told to “try again at home”. To this day, the app still will not connect to the car and displays a technical error.I chose to purchase from Lookers specifically because the vehicle was sold as MINI Approved Used, which, as stated on your website, includes:“12 months MINI Approved Used Warranty for complete peace of mind.”and confirms that vehicles undergo:“Meticulous checks carried out by our qualified MINI Technicians.”This has demonstrably not been the case.The windscreen had multiple chips which I raised at the time. I was told by Ronnie that these had been filled and would be fine. They were not. With recent sub-zero temperatures, the windscreen was at clear risk of cracking. After a lengthy discussion, management eventually agreed to replace the windscreen. This should never have been a discussion, it should have been identified and rectified prior to it being listed for sale.Your MINI Approved standards also state:“Expert technicians carefully inspect the bodywork from multiple angles, ensuring there are no unacceptable dents, scratches or signs of poor repairs.”“Paintwork must be in excellent condition, with any minor touch-ups seamlessly blended.”“Even the smallest details, such as stone chips and panel joins, are reviewed to maintain the car’s pristine finish.”While I understand this is a used car, the vehicle had multiple issues that clearly fell outside these standards: a significant scratch on an alloy, a scuff on a wing mirror, a dent on the bonnet and damage to a wheel arch. These were only addressed after I pointed them out to Ronnie. They should have been identified and resolved prior to sale.More seriously, the vehicle did not come with the 12-month MOT required under the MINI Approved scheme. Instead, the existing MOT was valid until 30 January 2026, effectively providing a MOT of approximately six weeks at the point of sale. When I raised this with Ronnie, I was told that the MOT had been “done” and that the details had simply not yet updated on the Government website.I subsequently requested the MOT certificate. I was told that because it was the weekend, no one from the service centre was available and that the certificate would be sent to me on the Monday. When no documentation was received, I contacted Ronnie again on the Tuesday to follow up. At that point, she claimed that she had called me on the Monday to provide an update, this did not happen. I was then told that because the vehicle was no longer on site, the system could not be updated with the new MOT information. I was therefore given conflicting and inaccurate information over multiple days before ultimately being instructed to arrange a new MOT locally, a situation that should never have arisen given the basis on which the vehicle was sold.I was instructed to take the car to a local garage to obtain an MOT and told that Lookers Stoke-on-Trent would cover the cost. I was required to research availability myself at MINI Colchester, select a date, and relay this back, something I should never have had to do.I was very clear that I did not want to pay upfront and was told, in writing:“No don’t worry, wouldn’t expect you to pay upfront.”“I have explained we are covering the cost so they will be charging our account directly.”Today, when I dropped the car off at MINI Colchester, they were unable to locate any account for Lookers Stoke-on-Trent. MINI Colchester later confirmed that Lookers Stoke-on-Trent had been sent a payment link, which was refused because it was the weekend and nobody from accounts was available to pay it.I have then spent this morning calling Lookers Stoke-on-Trent, speaking to three different people before eventually speaking with Tom, who told me he could not help me today. The proposed solution was that I return on Monday so Lookers could then pay and the MOT could be done.This is completely unacceptable.I work in London five days a week. I cannot return on Monday, nor should I be expected to spend yet another day travelling back and forth due to failures entirely outside of my control. I was ultimately told that the only option was for me to pay MINI Colchester myself and be reimbursed.This represents extremely poor management, repeated misinformation, and a complete breakdown of trust.I would like this matter urgently reviewed at senior level and a clear resolution provided. This must include full reimbursement of all costs I have incurred as a direct result of Lookers Stoke-on-Trent’s failures, including fuel costs associated with multiple long-distance journeys that should never have been necessary. I am also seeking appropriate financial compensation for the significant time, inconvenience, and disruption caused.I am particularly concerned about assurances of reimbursement. I have read recent reviews regarding Lookers Stoke-on-Trent in which customers state they have not received money owed to them, including deposits paid to hold vehicles. This does not provide confidence that I will be reimbursed without formal confirmation. I raised this concern directly with Tom during our phone conversation today, at which point I was simply told, “we will pay you back,” without any detail, reassurance, or written confirmation. Tom was dismissive in his approach and advised me that he was the most senior person available to speak to on a Saturday.Given the circumstances, I require clear written confirmation of how and when reimbursement and compensation will be made, along with assurance that this situation is being addressed internally to prevent other customers experiencing similar issues.I look forward to your response.