27/12 booked in for a service took the car in in time. Whilst there the receptionist advised that the parts department was all locked up. The service need to be in December the cust went back 29th passed the keys at about 10am advised the service had been completed. The health check would be an extra hour. Signed to say didnt want the VHC carried out. Drove home everything was okay. 2-3 days the car didnt move 01.01 car was juddering and then was more and more. Stayed a couple of hours and then it got really bad, drove slowly back and the engine light came on., Parked the car up 2 yea and nothing was wrong. Car is now making a noise. Dealership advised they wouldn't look at it. Local garage said 2 faulty sensor, no oil in the sump. Dealership said it is not their problem but the cust would need to arrange recovery. Oil all over the engine no sump plug cust has video. Car has been delivered to the dealership on Saturday, the cust has had to chase the dealership to see what has happened. 2 parts have gone but now been told it is not them 2 parts but it is the sump.

Coukd help get finance and very low part ex price

Went to view a car, had broken interior parts and seats with stains on them. Complete waste of a journey for me

Never heard from salesman ref part exchange

I am writing to formally raise a complaint regarding a member of your team, Phil Obasi, based at Lookers Vauxhall Star City, Birmingham.In November 2024, I purchased a Ford Puma ST-Line X (registration NX22 JTU) through a finance agreement arranged by Phil Obasi. This was my first experience of taking out vehicle finance, and Phil was fully aware of this. He had been recommended to me by a family member, which contributed to my trust in him.Phil advised that the finance agreement would cost £222 per month, with a £250 deposit and a £2,500 part exchange for my Alfa Romeo. I was satisfied with these terms. During the process, Phil strongly encouraged me to take out additional products, including an Assurant car warranty and Minor Damage Protection. I clearly stated that I did not want any additional products; however, he continued to apply pressure and advised that I should take them. When I refused, he stated that, as a favour due to his relationship with my family member, he would include these products at no additional cost and that the monthly payment of £222 would remain the same regardless. Based on this assurance, I agreed.Unfortunately, my vehicle was stolen in December 2025. Phil became aware of this through the same family member and contacted me via his personal mobile number at approximately 10:00pm on 11th December 2025. During this call, he encouraged me to reserve another vehicle to “take one less thing off my mind,” advising that it could be held until the end of December once my insurance settlement was received. As the theft had occurred earlier that same day, I was understandably distressed and unsure. Phil assured me there was no pressure and suggested a refundable £100 deposit, which could be returned at any time. On this basis, I paid the £100 reservation deposit on 12 December 2025 for a Ford Puma (registration AK23 POH), with proposed terms of £243 per month and a £250 deposit.Later that same day, Phil contacted me again via his personal mobile to state that a two-year warranty would have to be added, increasing the monthly payment to £256. I advised that I did not want a warranty, but he insisted that the vehicle could not be financed without it. I stated that I would need time to consider this, as I was still uncertain.On 15 December 2025, I contacted Lookers Birmingham Star City to request a refund of the £100 reservation deposit and was advised that this would be processed. Despite this, Phil continued to contact me, although I did not respond.Upon reviewing my previous finance documentation, I discovered that the Assurant car warranty and Minor Damage Protection on my original vehicle had not been provided free of charge, as stated, but had in fact been included within the finance agreement at a cost of £961. These costs had already been factored into the £222 monthly payment without my knowledge. I had also been told that the monthly payment would not change whether or not I accepted these products, which led me to believe they were optional and free of charge. I feel that these products were mis-sold and that my inexperience and vulnerability as a first-time finance customer were taken advantage of.I am also concerned that a similar approach was taken following the theft of my vehicle, where I believe my vulnerability was again exploited. Phil attempted to sell me another vehicle and misrepresented the requirement for a two-year warranty by stating it was mandatory. This was later contradicted when I spoke with Maya at the branch on 22 December 2025. Maya confirmed that vehicles can be purchased without a warranty and kindly processed my £100 refund that was out down reserve the vehicle, as she had been on leave the previous week.During this conversation, Maya also informed me that Phil had submitted further paperwork on 22 December 2025 for a two-year service plan costing £799 for the Ford Puma (AK23 POH), this was done without my knowledge or consent. This occurred over a week after I had requested a refund of the reservation deposit. I became aware of this only after receiving an email on 21st December 2025 which I then queried with Maya and was told the above. I have attached the relevant documentation to this email.This situation has caused significant and unnecessary distress during an already difficult period, as I am currently dealing with a bereavement, have been signed off work, and was also coping with the theft of my vehicle.As a result of this experience, I will not be purchasing a vehicle from Lookers. However, I felt it was important to formally raise this complaint so that the matter can be investigated and to help ensure that other customers are not misled in a similar manner.I would be grateful if this matter could be thoroughly reviewed and I could be informed of the outcome.

I want to express my sincere appreciation for Jamie, Phil Obasi, and their team. They have consistently gone above and beyond to help me find a car that offers great value for money, all without employing any pushy sales tactics. The repair team is incredibly friendly and always keeps me informed with updates on servicing. I highly recommend this team for anyone looking to purchase a new car.

I had a diagnostic on my vehicle today (15/12/25) I was called back at half 5 and told that my vehicle would not be ready until the next day. This really is not ideal as I have childcare and work commitments. There was no offer of a courtesy car for the inconvenience or reduced price etc. this has put me in quite a stressed position this evening and I still was not entirely promised that I would have my vehicle back before midday tomorrow. I dropped the car off at 9:30am this morning and was told it should be done by 5pm the latest. I called numerous times throughout the day and could not get through. I am just disappointed with the lack of communication, and considering there is a massive inconvenience there was no help to try and resolve the matter. Through this whole process I was not told that my vehicle could be away overnight, hence why I specifically picked an early slot. If someone could come back to me to resolve this matter it would be much appreciated. Thank you!

Arti was extremely helpful and patient

friendly, efficient, and not too pushy

We are a removals company and we booked a van in with you FL23 XWM Vauxhall Movano for an engine replacement. I understand that this is a big job but do not understand the timeframe in which you work towards as you had it for months. I had to chase the site to get any updates and they also do not answer the telephone ever. We managed to get our van back but I assume it was a rush job as we have had issues ever since. The vehicles EML came on within a couple of days and you had the vehicle back in. I was told that the site could no fault the vehicle but I asked you to keep it for a week to test drive it. We got it back again and yet again within a couple of days the EML was back on. I have tried on numerous occasions to phone the site but no one answers the phone. I also emailed a complaint email to adviser Jess Parks on 10/12/2025 with no response. This vehicle is losing us money as it is meant to be booked out to jobs but at the moment it's currently sat in our yard. We need this sorting out ASAP. The vehicle is under warranty still.