I am writing to formally raise a complaint regarding the recent purchase of vehicle registration HY16VZH from BMW Lookers Stoke. The decision to purchase this vehicle was based on information that has since proven to be inaccurate and misleading.The vehicle was advertised on both the BMW Lookers website and BMW Used Cars as having one previous owner. This detail was further confirmed by your sales representative, Travis, during a telephone conversation with my father on 13th August at 12:24. I understand that all sales calls are recorded, and I trust you will be able to verify this communication. The call was made from 07980 765003.Upon receipt of the V5 document, I was extremely disappointed to discover that the vehicle has in fact had four previous owners. This discrepancy has significantly impacted the value of the car and undermines the trust I placed in your dealership.In addition to this issue, I wish to express my dissatisfaction with the overall service received from BMW Lookers Stoke:• A £500 reservation fee was paid on 14th August, followed by the remaining balance of £14,399 on 18th August, both in good faith. However, the vehicle was not delivered until 10th September, despite repeated requests for updates and clarification.• During my initial visit to the Stoke showroom, I was informed that the alloy wheels would be diamond cut and the reversing camera repaired. Despite my follow-ups, Travis later admitted that the camera had not been inspected due to a miscommunication, resulting in a further two-week delay.• Regarding delivery, Travis contacted me to confirm that the car would arrive on the morning of 10th September, and that the delivery company would notify me when nearby. I was assured that the delivery company had possession of the vehicle and my contact details. However, at 11:30am, Travis called to inform me that he would now be delivering the car himself. The vehicle arrived at 13:10, further highlighting the lack of clear communication.• To repair the reversing camera, I was informed that the infotainment screen would need replacing. I expressed concern about the impact this might have on the digital service history, and was reassured by Nick that the history would remain intact. Upon delivery, my father and I confirmed that the service history had been wiped. Although Travis later provided an email attachment with the service record, I feel I was misled.In summary, I am extremely dissatisfied with the service provided. I have received a vehicle with three more previous owners than advertised, a wiped digital service history, and experienced significant delays and miscommunication throughout the process.I request that you review this matter urgently and advise how you intend to resolve the issues and offer appropriate compensation.

Mitch is excellent salesman made us feel at home. Deserves five stars.

Sales continually contact me to upgrade despite knowing that my vehicle is still in negative equity and won't offer the required support to process a new deal.Wasting your time and mine.Box ticking sales contact

Isaac service and the fact he managed to deliver the car on the same day as purchase was incredible and suited our situation perfectly! Incredible delivery time and would buy from lookers again in future because of this

Salesperson wasn’t helpful, took my details but never called back

I had one person telling me the vehicle was availableAnother person saying it had sold the day beforeVehicles remained on the website for another 2 days after this call.

Aaron was very supportive and good customer care

Shannon kept me up to speed and returned all my calls.

Connor looked after us really well but the process just to get figures to discuss took a long time as a result of Lookers system of having to get offers made up etc. It would have been easier to start with this and then look at add on products etc later as it was a waste of Connor's time in the end as a result of our trade in not being worth enough and lack of flexibility to move at all on the BMs side as maybe we would have met in the middle but this wasn't even tried.

Dealer kept me updated on the status of the car I was interested in which I really appreciated