I am writing to formally request the immediate return of my £500 deposit. This refund is due following my decision not to proceed with the vehicle, which was based on misleading information specifically, the discrepancy between the advertised mileage and the actual mileage.It has now been almost 20 days since I requested the refund, which is an unreasonable delay. I must express my concern regarding this situation, as it does not meet expected standards of transparency or customer service.Unless the full refund is received within 24 hours, I will have no option but to escalate the matter further, including pursuing action through the appropriate consumer protection channels.I trust this can be resolved promptly and without the need for further action.

I am writing to formally raise concerns regarding the service experience during my visit on Thursday 12th March for a routine oil service on my BMW 330e, registration V77 KRH. The appointment was booked in January to ensure the availability of a courtesy vehicle, and my service advisor on the day was Liv.Regrettably, the standard of the courtesy vehicle provided fell significantly short of what I would expect from BMW, and I feel it is important that this is brought to your attention.Upon arrival, I was handed the key to a 220 Coupe (75 plate) and immediately asked how far I would be travelling. I found this unusual, but advised that I would only be commuting locally. Liv appeared relieved and informed me that the vehicle had no fuel. When I entered the car, the fuel warning light was illuminated and the range displayed only 25 miles. No offer was made to fuel the vehicle, nor was a handover provided to explain the controls. Had I needed to travel any distance, I would have been forced to make an immediate fuel stop.The condition of the vehicle’s interior was even more concerning. The seats were heavily stained, there was litter inside the cabin, and sticky residue was present around the centre console. This is not a standard I would tolerate in my own vehicle, nor one I would expect from a courtesy car supplied by a premium brand.Most troubling was the discovery of a eulogy booklet on the back seat for a recently deceased woman. It was evident that the vehicle had been used by individuals attending a funeral and had not been valeted prior to being loaned to me.Due to a scheduled appointment, I had no option but to tolerate the vehicle temporarily and return it at the earliest opportunity. I raised all of these issues with Liv upon my return and handed her the eulogy booklet. Although she appeared shocked and apologised, she proceeded to process my payment and offered no further explanation, assurance, or follow‑up.As a relatively new BMW customer, I chose the brand with the expectation of receiving a premium level of service. Unfortunately, this experience has not reflected that. This is also not the first issue I have encountered with your service department, which is disappointing given my previously positive experiences with Lookers Mercedes in Stoke and Lookers in Crewe.I would be grateful if you could investigate this matter, provide an explanation as to how such a lapse in standards occurred, and outline what steps will be taken to ensure this does not happen again.Thank you for your time. I look forward to your response.Kind regards,Karl

I’m getting in touch to make a complaint about the experience I’ve had with your sales advisor, Mitchell Hayward, and the faulty vehicle I was sold. What should have been an exciting and straightforward purchase turned into a long, stressful, and frankly exhausting process because of repeated mistakes, poor communication, and a lack of care at every stage.What happened from the start:I came in to Lookers Bmw Stoke on 15 February to test drive a BMW i4. I loved the car and agreed to buy it, but everything that followed went downhill quickly.• Mitchell took my details for the finance application and said he’d call me the next day. He didn’t.• Instead, on 17 February, I received two e sign documents with no explanation at all.• When I checked them, the order form was full of errors:o The price was over £1,000 higher than the advertised price.o My partner’s staff discount wasn’t applied.o The deposit section was blank, even though I’d already paid it.• The finance agreement also showed a much higher monthly payment than what we agreed during the test drive.When I rang Mitchell, he said he didn’t know about any of this and would sort it. He later emailed saying everything was “sorted”, but didn’t send corrected documents until I chased him again the next day. This became a pattern—me chasing, him reacting.The issues didn’t stop there:• The ID verification link he sent didn’t work. I tried six times before calling him, and only then did he mention it doesn’t work on mobile phones—something he already knew.• On 19 February at 5pm, the night before collection, he sent more e signs because the mileage on the e-signs I already sign, was wrong. The new documents showed 297,000 miles instead of 29,000. He said he “didn’t realise” and that we’d have to do paper signing on the day of collection as it was too late in the day to reissue documents.On 20 February, when I came to collect the car:• I was in the dealership over two hours because I wasn’t allowed to leave until the finance funds were released (I also had a very tired 2 year old toddler with me who wasn’t happy to do nothing for all this time).• No one explained this beforehand, so I was just left waiting around.When I got home that same day, I realised the parking sensors didn’t work. On 23 February, I called Mitchell. He told me to book it in with my local BMW dealer under warranty as it will be more convenient than bringing the car back to Lookers BMW Stoke. When I called BMW Williams, they told me there was no warranty showing on the car at all.I had to go back to Mitchell again, and only on 26 February did he confirm the warranty had been added. This should never have been an issue in the first place as when I left the dealership on the 20th of Feb, he said everything was ‘sorted’.On 9 March, BMW Williams diagnosed the sensor fault but said it wasn’t covered under warranty because of a stone chip. I had to pay £156 for diagnostics, and the repair was quoted at £444.12. After everything I’d already dealt with, being told I now had to pay out of pocket for a fault that was there from day one (which was acknowledged by Mitchell) was incredibly frustrating.Across the whole process, I experienced:• Repeated mistakes in paperwork and pricing.• Lack of communication and follow through.• Incorrect information being sent multiple times.• A mileage error that should never happen.• Delays and confusion on collection day.• A vehicle fault discovered immediately after purchase.• Warranty issues that caused even more hassle.• Out of pocket costs for a problem that wasn’t my fault.This wasn’t just one mistake—it was a chain of avoidable errors that made the whole experience stressful and disappointing.What I’m asking for:• A refund of the £156 diagnostic fee, as the fault was present when I collected the car.• Parking sensors repair, free of charge, at Lookers BMW Crewe branch.• Confirmation that this situation will be properly investigated, including how Mitchell handled the sale and why so many errors were allowed to happen.I hope this can be resolved quickly, because this experience has been far below what I expected when buying a car from your dealership.

No return of refundable deposit after a month.I reserved an x5 on 5th of February, but unfortunately I purchased another car from elsewhere so on the 6th of February I asked Adam Melville for my £250 refundable deposit back of which had to chase up again for it.. finally got through and had a reply saying he’s requested it and it had been signed off and would take between 3-5 days. It has now been 15 working days which is completely unacceptable. I chased up and had no response back. I also emailed the head of business a Paul Atkinson and had no reply at all. I would like my deposit back ASAP please and a reply to tell me where it is up to, as this is getting absolutely ridiculous now.

I am writing to express my deep frustration and disappointment with my experience today at your Stoke-on-Trent dealership. I had an MOT appointment booked for today and received a confirmation email. However, upon arrival, I was informed by your staff that, despite this confirmation, there was no booking in your system.I am extremely upset, as I took a full day off work to attend this appointment, and this time has now been completely wasted due to your administrative error.Although I have since been able to secure an MOT appointment for the following day, this does not take away from the inconvenience caused, the disruption to my work, or my dissatisfaction with the service I received today.

I have a BMW X2 M35I on order with yourselves. I placed the order with Callum Beattie 28th November 2025, he told me it would be a 3 to 4 month wait.I have heard nothing since, no updates, no information whatsoever so, after almost 3 months I thought I should chase Callum (this isn’t my job!!!).I emailed him Saturday 14th February. The email bounced back immediately saying it wasn’t a valid email address.I then contacted BMW Sunday 15th February 2026 at 12:25hrs to speak to Callum I was told by a lady that Callum had left over two weeks ago. I asked to speak to the sales manager/manager. The lady after taking my details said he would ring back as soon as possible … I’m yet to be contacted!First of all my frustration is with the lack of updates. Secondly would it not have hurt to have told me Callum has left and I am now going to be dealing with somebody else?My custom is clearly of no value to you so I am seriously considering cancelling my order and looking into purchasing from another dealership.So over to you, fix this problem and help me look forward to receiving my new car, whenever that maybe.To provide context to my complaint I have listed below all the issues I have encountered in the lead up to each purchase collection.Since October 2017 I have had 5 brand-new BMW cars on PCP from you the one on order currently will be my 6th. I have always had mostly poor customer service from BMW it has rarely been straightforward ordering the car and picking it up. It has mostly been hindered by incompetence, lack of communication and overall lacking in customer service.First issue was October 2017 the car was actually ordered August 2017. I excitedly attended BMW to pick up my brand-new one series the first brand-new car I’d ever had when I arrived i realised immediately they’d put the wrong wheels on the car, the salesman wasn’t too bothered or sympathetic however very disappointingly I accepted it.October 2018 - Second issue just over a year later, I picked up my dream car a blue BMW3 series M sport, when I arrived, I was told the door was dented. I then had to bring the car back a number of weeks later for it to be replaced. This hindered me showing off my new car because there was a dent in the door which everybody noticed.2020 - Surprisingly, I then came back to BMW for a third car. This was the newer shape three series, in the month of April 2021 days before me collecting the car after a phone call from BMW to tell me it was ready I was told it in fact it was not ready and it was somebody else’s car. This was after I had swapped the insurance over emptied my car valeted it ready to take it to BMW. My car in actual fact arrived over 2 months later.December 2022 - Surprisingly again, I came to BMW to order another 3 series this time with the newer interior in grey. I had numerous sales people dealing with on this occasion so had a clue where I stood!December 2024 - Wow and again I came back to BMW to order a X3 new shape this was actually wasn’t too bad I had the same sales person from start to finish and picking the car up wasn’t bad.Thanks Stuart Wedge

I have tried to secure the purchase of a Mini Cooper for over a week- I am a cash buyer and needed a settlement figure and was waiting to hear back from you guys- I was ready to do a deal and I see the car has now been sold. Terrible communication from sales.I have tried to call back 4 times so far today!I could have secured the car by paying £100 deposit. Very upset with you guys.

I purchased my car in November from Lookers Stoke based on the advert on the Lookers Website - The advert stated that the car had 27,764 miles and I purchased the car on this basis, however, I have recently checked the mileage log on my car (as I am now looking to book it in for a service) and it had c. 34,671 miles on record at the time of purchase.There was no mention of the mileage on the invoice that I signed prior to purchase and was not informed that the mileage was any higher than as described on the advert.I have discussed my complaint with Aaron Bates who was the lovely sales executive who helped with my purchase who advised that he would escalate this on to his manager (Nick) however I have had no further commutations and am really not satisfied with the response that Aaron has given so far which was that there were errors on the system causing the car to display wrong - this is not my fault and I was not made aware of this at the time of purchase.Please advise how I can proceed as I believe I have been sold the car based on inaccurate information and would like to put in a complaint due to the mis-information and depreciation in value of the car as it had c. 7000 more miles on the clock than was advertised and sold to me.Many thanks in advance for your assistance with this.

I have Been asking for my policy for premia ,I have emailed many times ,I have had response that they will supply this ,but nothing as been done.i am very disappointed in the afternoon sale

I have Been asking for my policy for premia ,I have emailed many times ,I have had response that they will supply this ,but nothing as been done.i am very disappointed in the afternoon sale