Dear Sirs,Further to the complaint sent to you on 27th November 2025 regarding vehicle registration RJ19XRX I received a call at 14:56 pm from Nick McKinsey on the 27th November 2025 who told me he would process my £500 deposit refund. As of 17:39 on the 4th December 2025 no refund has been received. This is an extremely serious matter and as stated in my complaint if I do not receive my refund within 7 days I will report you to the Motor Ombudsman and Trading Standards. You have until 16:00 hours on the 5th December 2025 for the refund to hit the bank account it was taken from otherwise I will be issuing complaint letters about Lookers BMW to both the Motor Ombudsman and Trading Standards.Yours faithfully

Please see complaint on Rep as customer sent letter to branch and will not copy and paste to this page.

Customer is still waiting on Photos and invoice from branch for tyres to claim back on the yre insurance - customer has spoken to Amin a couple of times with regards to this and still not received anything.

Craig was the sales person I dealt with.A nice man and easy going , explained everything that I needed to know in “simple terms” !10/10 for your sales experience and hopefully to use Craig again in the future 👌

Good communication and helpful efficient staff

Dear Sirs,I am writing regarding the BMW 1 Series Registration RJ19XRX, which I viewed after seeing it advertised on Auto Trader, and subsequently test-drove at your BMW dealership in Stoke on Trent on 21 November 2025.After discovering serious undisclosed issues with the vehicle, I am formally withdrawing from the purchase and requesting the immediate return of my £500 deposit.A check of the DVLA MOT database shows that the vehicle failed its MOT on 13 November 2025. The failure included a Major Defect:Offside Rear Tyre – cut deep enough to expose ply/cords (major safety defect)And an advisory:Nearside Front Tyre – worn close to the legal limitAt no point prior to or during my appointment was I informed of this recent MOT failure or the major safety defect.This is a material fact that should have been disclosed. Advertising or presenting the vehicle as roadworthy without disclosing a recent major MOT failure is a misrepresentation under the Consumer Protection from Unfair Trading Regulations 2008 (CPRs).Despite the major safety defect identified on 13 November, I was taken on a test drive in the vehicle on 21 November 2025.Driving a vehicle with a tyre cut to the ply/cords is unroadworthy and illegal under the Road Traffic Act 1988 and MOT regulations.Allowing a customer to test-drive an unroadworthy vehicle constitutes a serious breach of your duty of care, and further damages confidence in your dealership's practices.The combination of:undisclosed major MOT failure,the vehicle being used for a test drive in an unroadworthy state, andthe breach of legal obligations relating to safety and accurate representation,has caused me to completely lose confidence in both the vehicle and the buying process.For these reasons, I am exercising my right to withdraw from the sale and request the immediate return of my £500 deposit.Please arrange for the full refund of my £500 deposit within 7 days of this email.The refund can be made to the original payment method.Please confirm in writing once the refund is processed. If the refund is not received within 7 days, I will have no choice but to escalate the matter to:The Motor Ombudsman,Trading Standards,and, if required, pursue recovery through the small claims court.I hope this will not be necessary and that we can resolve this promptly and professionally.Thank you. I look forward to your written confirmation of the refund.

cust is complaining that he is never able to get through on the phone lines. The receptionist forwards email and the parts team call the customer back.

The cust received a letter for a recall on the 03-11 emergency recall for a starter motor. Cust booked in 11-11 at 9am. They called late on the 10-11 to cancel the appointment as they have no starter motor's. Branch advised that they would call the cust as soon as they receive the part. No one called so the cust called on 17-11 and they booked the cust in at Crewe for 25.11 as they have the part. So when checking Stoke had also got the part so they moved the appointment to Stoke for the customer. The cust trotted in today and got picked up to then receive a call that you are sorry they dont have the part. They weren't able to transfer one from Crewe either. Service manager in a meeting so the cust is unable to speak to her.

Appointment with Shannon Amos to order new vehicle, she guided us through the process and made choosing a new vehicle effortlessly

Dear Sirs,Please see below email sent to sales. I have not received a response so am forwarding the email to you to exercise my legal right to cancel the HP finance.My customer order number is 8046Please can you acknowledge receipt of this email and I look forward to hearing from you.Yours faithfullyNaomi HughesFrom: Naomi HughesDate: 21 November 2025 at 21:59:11 GMTTo: Sales-BMW-Stoke@lookers.co.ukSubject: Re: BMW Stoke Sales - Vehicle Quote RJ19XRXDear Sirs,This email confirms that I DO NOT want to finance the car I am purchasing from you - RJ19XRX BMW 1 Series via HP Finance.The interest is significantly more than what I was led to believe it would be. Based on the email I received, 60 payments of £99.57, plus a final payment of 100.57 totals £6,074.77. With a credit amount of £4,549 this means I’d be paying £1,525.77 interest, which is in far excess of the £700 contribution and the £150 interest i was told. I will therefore make the full payment without finance.Please acknowledge receipt of this email and that you are not proceeding with a credit check and finance application on my behalf or that any finance application already started is cancelled.Yours faithfullyNaomi Hughes.