Dear Sir or Madam,I am writing to express my formal complaint regarding a recent service carried out on my vehicle at your dealership.I had paid £427.02 for the service, but it was carried out improperly, and a problem arose with a spark plug, immediately affecting the performance of my car. The problem was immediately reported on Saturday, but it was met with an unhelpful attitude by the receptionist, and it was made clear that the vehicle would not be able to be dealt with until Monday.However, when I visited on Monday, it was made clear that the problem would be immediately resolved, but I was kept waiting for two hours, during which time I was unable to attend two hours of work. Eventually, I was given my car keys and informed that it was “all done,” without any explanation of what had gone wrong, reassurances, or even an apology for the inconvenience caused by your dealership.Considering the cost of the service and the way in which the problem was dealt with, I must express how extremely disappointed I have been by the quality of work and the customer service received at your dealership.I would like a formal response addressing:• Why the service was carried out improperly• Why the problem was not dealt with properly• What steps will be taken to ensure it doesn’t happen again• What kind of compensation your dealership would be willing to offer in light of the above circumstances and the two hours of work that had been lostI look forward to hearing from you soon and hope that a satisfactory solution will be reached.Yours faithfully,Adam samways

i purchased a car on 29/06/2024 reg DN71BHJ,can you tell me if it has had any history of damage to OSF door or history of paint repair on OSF door carried out by MB lookers stoke.yours MR Keith Davies

While I appreciate the efforts made by some of the members at Lookers BMW Stoke-on-Trent to resolve matters after purchase, I must be honest that I am disappointed with the overall purchase and post-sales experience.Following the vehicle handover, several issues were identified. These included a rear bumper scratch (which was agreed by the Sales Manager to be addressed), outstanding software updates, and MOT-related matters. Despite repeated calls and emails to follow these up, communication was inconsistent, and the issues, including the bumper scratch, remained unresolved. BMW UK later confirmed that the vehicle software was not up to date at the point of handover. Also, I have not received any documents regarding the services I have purchased such as the extended warranty and damage protection plan.Although further contact was made subsequently, and I acknowledge the effort involved, it was difficult to obtain timely updates or clear confirmation of next steps. On one occasion, despite providing a consolidated list of issues in advance to ensure everything could be addressed in a single visit, only a minor item was resolved. This resulted in additional visits, further chasing, and inconvenience on my part.The lack of proactive communication, missed confirmations, and the need for repeated follow-ups significantly detracted from the experience and fell short of what I would expect from an Approved Used BMW purchase.I will, of course, complete the BMW UK survey when received and will reflect my experience accurately.

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