Enquired about a car for sale, I filled in the details online but no one could be bothered to ring me back,

Having experienced a flat tyre today at 1pm I phoned your service dept to enquire if you had a replacement tyre. I spoke to Craig who assured me that the parts dept would phone back. It is now 4.45pm and still no phone call. Exactly the same thing occurred about 8 weeks ago when I also had a flat tyre and no one phoned back then.Quite frankly I would expect better from a BMW agent and I am considering notifying BMW of this poor customer service.A very disappointed Lee Graham

Severely under value p/x in comparison to others stopped the transaction for a £30k car

I am writing to express my disappointment with the level of service I have recently experienced at your dealership. Over the past 3 weeks, I have made several attempts to get updates and clarification regarding the brake pad warning light on my vehicle that i bought 2 months ago. Unfortunately, I have not received the level of communication or consistency I would expect.Despite being told that someone would return my calls, I have not received follow-ups on multiple occasions. Additionally, I have been given different information by different members of your team, which has made the situation confusing and frustrating.I was told from your company that the brake pads were not the reason for the warning light on my vehicle, so you assumed it must be the sensor. However, when I took my car to BMW, they checked the sensor and stated the sensor wasn’t the issue and the brake pads and discs needed changing. After sending the service invoice and a health check video (which wasn’t viewed by your team) I was told someone would get back to me, but I never received a call so had to phone back myself. When I phoned to follow up I was told someone would phone me straight back-which I didn’t receive. When I finally got through to the sales manager - Nick Mckenzie, he stated the brakes were fine from looking at the invoice. He implied it was due to the sensor or my driving, but the sensor was deemed fine by BMW. This shouldn’t be an issue after 2 months, as I am a Class 1 lorry driver and the way I have to drive shouldn’t affect my car. I asked him a question regarding the video, which he hadn’t watched, he said he would call me back that day. Yet again I didn’t receive a call. There is still a warning light on car and I still haven’t been told a solution to the issue, as they have stated they are not going to change my brake pads. A warning light should not be appearing on my car that has been fully serviced and MOT by you when I bought it, especially in such a short space of time.Please let me know how you intend to resolve this issue and ensure better communication moving forward. I look forward to your prompt response.

Got a price for trade in didn’t seem interested as it was a Tesla and a low price offered

Phoned up to buy a car and spoke with Aaron who then failed to get back to me. Phoned again spoke with Mitch who again failed to get back to me when he promised to do so. Eventually gave up and have bought car elsewhere.

To whom it may concern,PLEASE SEE WHOLE THREAD.I am exhausted from explaining and chasing a response.My details are as follows:Yasmin Miah5 Ribston way Cambridge CB41FT07476968628YL16 VKR BMW X5Brought in August 2025 from sales rep Aaron Bates.There has been a range of issues with this car and I am so frustrated with being ignored now and I will be escalating the matter externally if BMW cannot assist.The only good customer service is before you take my money. After the purchase of the car nobody wants to speak to me! I paid the car in full. This is ridiculous customer service from BMW.YasminSent from Outlook for iOS________________________________________From: Yasmin MiahSent: Sunday, October 12, 2025 7:56:45 AMTo: SamDolan@lookers.co.ukSubject: Fw: BMW Merch & Car PartHi Sam,I don't know if we've spoken before however I am emailing regarding my car YL16 VKR. A BMW X5 I purchased in August. I've had a lot of issues with the car. It was taken back to your showroom and since then is missing a car part. I have attached a photo.I was told by Leaanne in service that it must've fallen off during redelivery of the car. With all due respect this is something I can't imagine to be true as surely with the size of the part you would notice if that fell off the car whilst driving.She also told me the part was posted and I should've received it over 2 weeks ago in the post and this has not yet happened. After repeatedly chasing the matter up, I was then told the person who posted it is off sick with Covid and nobody knows about the tracking or proof of postage. This seems very concerning.There are a few people involved with this issue and nobody is responding to me. It's very frustrating. Aaron and Leanne have both stop responding to me. This isn't the customer service I was expecting from a BMW dealership.I am very frustrated at this point and I will be escalating the matter if no further action is taken. There has been a lack of communication and radio silence since my emails. Please see the thread attached to this email.I would like nothing more than to resolve the issue and stop speaking to the dealership about the car. I've had to continuously keep coming back to yourselves and chasing things up, requesting call backs that never happen.I hope we can get the part actually posted out to me and be done with this soon. I would appreciate someone getting back to me as soon as possible.YasminSent from Outlook for iOS________________________________________From: Yasmin MiahSent: Sunday, October 12, 2025 7:43 amTo: nickmackenzie@lookers.co.ukSubject: Fw: BMW Merch & Car PartHi Nick,There has been no response from anyone at Lookers in regards to my email/car.The part has still not arrived and the lack of communication is very frustrating.Please can somebody prioritise the issue?I will be escalating it if there is still no response.YasminSent from Outlook for iOS________________________________________From: Yasmin MiahSent: Friday, October 10, 2025 11:52:01 AMTo: nickmackenzie@lookers.co.ukSubject: Fw: BMW Merch & Car PartHi Nick,There has been no response from anyone regarding the email you asked me to send.Please can I have an update?YasminSent from Outlook for iOS________________________________________From: Yasmin MiahSent: Wednesday, October 8, 2025 6:01:55 PMTo: Nick Mackenzie; Aaron Bates; Leanne CresswellSubject: Fw: BMW Merch & Car PartHi all,I hope you’re well. I’m writing regarding two outstanding issues that have still not been resolved since the purchase of my vehicle and repair works being completed.Firstly, the car part that was posted to me last week with an arrival date of Friday 3rd of October latest has unfortunately not yet arrived. I’ve been waiting for some time and have not received any update on its delivery status. I understand that the person who posted is currently off sick but it will be nice if someone can chase this up for me. I have attached a picture of the missing part for your reference.Secondly, I still haven’t received the BMW merchandise that was promised at the time of my car purchase. I know Aaron said he was waiting for it to come in stock before posting it out to me, however this was back in August when I brought the car. Please can I have an update about this?All in all, I’m quite disappointed that I’ve had to keep chasing these matters repeatedly, as well as a range of other issues since my purchase. It’s been a frustrating experience, especially as I expected a smoother and more reliable service from BMW.I look forward to hearing back from either of you soon.Nevertheless, you'll all been very polite and professional when you have communicated with me and I appreciate it's nobody's fault, these things happen.Thank you again for your time.YasminSent from Outlook for iOS________________________________________From: Yasmin MiahSent: Monday, October 6, 2025 9:30:16 AMTo: Aaron BatesSubject: Re: BMW MerchHi Aaron,We’ve had no communication since the car has come back. I did leave some messages for a call back.Nevertheless, the car is repaired however there is a car part that was missing off the front of the car after the service.Leanne has ordered it for me and said she will post it to me.This brings me to the following question about if there are any updates regarding the merch?YasminSent from Outlook for iOS________________________________________From: Aaron BatesSent: Tuesday, August 26, 2025 11:25:17 AMTo: Yasmin MiahSubject: RE: BMW MerchGood Morning Yasmin,Just waiting for a flask to come into stock and I will then being posting them to you 😊Kind Regards,Aaron BatesBMW Group Certified Used Car Sales ExecutiveLookers BMW Stoke on TrentRadial Park | Bede Road | Stoke on Trent | Staffordshire | ST4 4GUP: 01782 572100www.lookers.co.uk/bmwAaron BatesBMW Used Car Sales ExecutiveStoke BMWBede Road, Radial Park | Stoke | ST4 4GUP: 01782 572 100www.lookers.co.uk/bmwFrom: Yasmin MiahSent: 22 August 2025 20:09To: Aaron BatesSubject: BMW MerchExternal Sender: Confirm legitimacy before acting.Hi Aaron,Any updates regarding the dispatch of the BMW Merch?ThanksYasmin

Sales agent promised he would offer me a deal to match another car which was local, newer and with a years plus less driving on it. When he got back to me he didn’t budge on the price and offered no deal.

I recently purchased a BMW Series two tourer for my wife from “ Motorparks” in Bury. My wife immediately noticed that there were warning lights on the dashboard, one of which would appear to be a safety issue.I contacted Motorparks and they kindly arranged for the car to be seen at Lookers in Stoke our local main dealer and repair costs would be covered by them, that was when the problems began.The car went into the workshop on Friday the third of October and we picked up later that day. Having arrived home my wife informed me that the warning lights were still showing and the £300 spent had solved nothing.A series of ‘phone calls and emails were then exchanged and calls and emails went unanswered. Sofia Pinto and Leanne Cresswell appeared unwilling or unable to help us with our problem and we feel utterly “ fobbed off.”For Lookers to market themselves as a high end retailer is, bearing mind our experience, is a very hollow claim as we feel dreadfully let down.I do not expect to receive any satisfaction but just out of interest, the car registration plate is MT70 UAY.I have had many dealings with car retailers down the years both large and back street and this is honestly THE shoddiest service I have ever received, paying £300 to NOT have the car fixed!Oh, and the latest excuse is confusion on the “job card” I don’t really care where the mistake occurred, I just want my wife’s car fixed!Regards,

Hi my BMW vehicle has recently been into Stoke Lookers service department on three occasions under warranty attempting to resolve a battery management issue. Following my last visit I was asked to contact the service desk with any further progress updates. I have valuable further information but although I have contacted the dealership by phone & emails have been sent from your reception desk to the service desk I’m not aware that I have received a single call back. This has certainly allowed me to feel the service has fallen below my expected standard.