Customer complaint was via post will not copy to here will be in the ticket number via attachmentscustomer not happy with the service he received while vehilce was on site

I was informed by the the manger James who sold me my car that I would be getting £300 compensation due to the following reasons:1) my car was not ready on the day I was due to collect (not even at the store)2) I was lied to prior in week and advised the car was already at the store.3) I was advs my grill change from silver to black which was added into my finance deal was going to be complete prior to collection- this did not happen I had to come back again to have done which isn’t easy with my working hours4) I took time off work as well as my mother due to me being without a car to be able to collect it.5) on the day I was supposed to hand over car they have miss managed my finance paper work so called me mid afternoon that day to say I need to do it all again and they will try to get it sorted in time?This was start of August time when the car was sold to me.I was then informed the only way to get my compensation was if I paid £300 out of my ow money for them to pay me back (which hasn’t happened) I don’t understand why I had to spend money to be given a compensation for your mistake and lack of care.I reached out on sept 19th first to James the manager and then to Shannon as I was not getting a response and due to my job I can’t answer calls easily which has been advised multiple times.I have then been chasing this since then and still nothing!I work in customer service and couldn’t imagine someone being treated with this lack of respect and empathy when they have paid a large sum of money for a luxury car. I would like to be acknowledged and not told to wait and told your company is having system issues as this should be within a contingency plan to not cause customers un-necessary distress. I have been stressed and overwhelmed with personal issues making me vulnerable and still had to try and chase this up.

Please go to Rep system to see complaint as it will not attach - as customer posted letter to branch

Because I bought a car from you and you don’t even know.

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.