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.

Good morningPlease see email trail below in regards to issues I have been having with a car purchased on 16.11.25 which was made ready for me to collect on 19.11.25, at point of sale it was agreed that any if any issue were to arise the car would be collected from my home address and returned to my home address.In a nut shell the car was faulty, rear wiper was faulty, rear demister didn't work, front passenger side window rubbers needed replacing, after many emails the car was collected to be repaired and I received a call a whole week later to say I could collect the car (despite being told it would be returned to me) on Wednesday 3rd I went to collect the car and found the rear screen demister wasn't repaired, the car was left there ( this was a 2 hour round journey for me), the car was again returned to me on 5th December 25, soon discovered that the rear washer doesn't work !!I am now trying to arrange for this to be repaired but am getting no joy from Lookers Star city, Jamie Sullivan keeps trying to pass the issue to servicing/repairs and nobody will take ownership of the fault. I did offer to take the car in this Saturday for the repair to be completed whilst I wait as I have explained time and time again that I need a car for work, no public transport available for me to use so early in the mornings and taxis would be a massive cost. I have not received any reply as to whether my proposal to get the repaid done has been accepted or not.Furthermore I asked for a refund after finding the first fault and Jamie advised me I wasn't legally entitled to a refund, despite the consumer rights act 2015 clearly stating I am entitled to a refund within 30 days as the car is faulty.I would appreciate any support that you can offer to resolve my issue.Paul Spence07950892896________________________________________From: Jamie SullivanSent: 10 December 2025 09:33To: big fellla; Phillip Anderson; Jess Park; Sameena BiSubject: RE: LD72VDJ - KIA XCEEDHi @Jess Park / @Sameena BiCan you confirm please team?Cheers,Jamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 10 December 2025 08:23To: Jamie Sullivan; Phillip Anderson; Jess ParkSubject: Re: LD72VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.MorningCan I have confirmation that I can bring the car on Saturday for repair.PaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Monday, December 8, 2025 5:29:14 PMTo: big fellla; Phillip Anderson; Jess ParkSubject: RE: LD72VDJ - KIA XCEEDHi @Jess Park / @Phillip AndersonCan we confirm with Paul please?Cheers,Jamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 08 December 2025 17:26To: Jamie SullivanCc: Phillip AndersonSubject: Re: LD72VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.Further to my phone call with Phillip this morning, I was expecting confirmation that I could bring the car in on Saturday at 9am and wait for repair to be done, also waiting for job sheet re replacement rear screen.PaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Monday, December 8, 2025 11:04:24 AMTo: big felllaSubject: RE: LD72VDJ - KIA XCEEDHi Paul,I hope you had a great weekend.As far as I am aware Phil is already dealing with this for you.Kind Regards,JamieJamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 08 December 2025 09:14To: Phillip AndersonCc: Jamie SullivanSubject: Re: LD72VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.MorningWould appreciate a response re rear jet not working, did email P Anderson as per your out of office email.Sent from Outlook for Android________________________________________From: big felllaSent: Sunday, December 7, 2025 10:02:19 AMTo: phillipanderson@lookers.co.ukSubject: Fw: LD72VDJ - KIA XCEEDSent from Outlook for Android________________________________________From: big felllaSent: Sunday, December 7, 2025 9:57:18 AMTo: Jamie SullivanSubject: Re: LD72VDJ - KIA XCEEDGood morningThe rear washer jet is not working, yes it has water in it and the front works fine.PaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Thursday, December 4, 2025 8:15:51 PMTo: big felllaSubject: RE: LD72VDJ - KIA XCEEDHi Paul,No worries at all – just to let you know we do offer a collect and deliver service for vehicles coming to site for servicing so we can arrange this when your next service is due if you wish.No problem in terms of drop off however I am in the office until around 1pm tomorrow returning Monday and depending on what time the screen is completed I may struggle to arrange to get the car back to you tomorrow afternoon – I will see whether I can arrange it but won’t know until the morning.Will come back to you on this.Thank you,JamieJamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 04 December 2025 18:51To: Jamie SullivanSubject: Re: LD72VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.JamieThank you for the offer of a complimentary service but I think I will decline this due to the distance, my petrol tank is practically full as I have not drove it for over a week, in regards to me collecting the car it was agreed that it would be returned due to the further inconvenience to me that was caused yesterday. I did suggest yesterday that I bring car back home and repair be completed here but Jess could not agree this without your authorisation.ThanksPaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Thursday, December 4, 2025 6:41:43 PMTo: big felllaSubject: RE: LD72VDJ - KIA XCEEDHi Paul,Thank you for the email and apologies for continued inconvenience this is causing you not having a car after taking delivery only last week.Having spoken to Jess this afternoon the windscreen glass has been arranged and should be fitted at site tomorrow so once completed we can arrange collection.As a gesture of goodwill, I am happy to ensure a full tank is placed into your vehicle prior to collection and a complementary service next year from ourselves here at Lookers Birmingham – please use this email as confirmation of this.Once again apologies for the delay on this.Kind Regards,JamieJamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 04 December 2025 16:56To: Jamie SullivanSubject: Re: LD72VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.Good afternoon.Thank you for the courtesy email, I note there was no reply to my earlier email dated 02.12.25 asking for a refund, I would like you to respond to this, I have not received any update from Jess today, I do have in my possession a "job sheet" dated 03.12.25 (14:50) states "checked over rear demister, all working as should " came to collect the car yesterday evening which involved a 2 hour round trip and the demister was still faulty!. I was reassured by Jess and Alex yesterday that I would get an update by mid day today but have yet to receive any update.Being without a car is more than a physical inconvenience it is also a financial inconvenience as I am having to pay for taxi's to and from work, the car has now been with you for an entire week.I look forward to your response.PaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Thursday, December 4, 2025 11:16:51 AMTo: big felllaSubject: RE: LD72VDJ - KIA XCEEDHi Paul,Just a courtesy email – having spoken to Jess this morning I am aware she has everything in hand so I will leave her to liaise with you directly.Kind Regards,JamieJamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 02 December 2025 16:55To: Jamie Sullivan; Jess ParkSubject: Re: LD72VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.Good afternoonI am not happy with the lack of communication and time taken to do the repairs so I would now like to reject the car and have a full refund, I'm very mindful that I will be financially disadvantaged as the tuscon is being sold for £17.695.Can you please remove my items plus car mats from the kia xceed for me to collect sometime over the weekend and arrange for my refund ASAP I will bring the logbook and spare key when you have agreed the refund.ThanksPaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Monday, December 1, 2025 11:25:30 AMTo: big fellla; Jess ParkSubject: RE: LD72VDJ - KIA XCEEDHi Paul,I hope you’re keeping well.The Kia is currently in the workshop having a new wiper blade fitted and window trim to stop the squeaking.In terms of the back window we cannot fault currently so I would say monitor this and if you require a 2nd opinion we would be happy for you to take to Kia for this.Once car is completed, I will ask @Jess Park to email you.Kind Regards,JamieJamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: Jamie SullivanSent: 30 November 2025 13:30To: big felllaSubject: LD72VDJ - KIA XCEEDHi Paul,Apologies for late response I have been on annual leave.I will gain a full update from my service team in the morning and come back to you.Kind Regards,JamieFrom: big felllaSent: 28 November 2025 18:26To: Jamie SullivanSubject: Re: LD72 VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.Hi any update on the car, the text message for track status of vehicle says check emails for video done this but no video also tracking tool doesn't show any progress, do you know what the issues are yet and time frame for car being returned.ThanksPaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Thursday, November 27, 2025 10:32:11 AMTo: big felllaSubject: RE: LD72 VDJ - KIA XCEEDHi Paul,Driver will be with you around 3pm or just after.Cheers,Jamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 24 November 2025 19:19To: Jamie SullivanSubject: Re: LD72 VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.Good evening JamieFurther to our telephone conversation today, I have not received a call back to arrange the repairs needed.ThanksPaul spenceSent from Outlook for Android________________________________________From: Jamie SullivanSent: Sunday, November 23, 2025 7:38:18 AMTo: big felllaSubject: RE: LD72 VDJ - KIA XCEEDHi Paul,I am aware my service team have tried to contact you regarding the below – I will ask them to attempt again tomorrow to get you booked in.Kind Regards,JamieJamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 22 November 2025 08:17To: Jamie SullivanSubject: Re: LD72 VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.Morning JamieThe back windscreen wipers are faulty, the rear demister only clears 2/3 of the screen, I put air in tyres on Thursday and yesterday warning light came back on FNS, I've attached video re the wipers.ThanksPaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Friday, November 21, 2025 10:26:54 AMTo: big felllaSubject: RE: LD72 VDJ - KIA XCEEDHi Paul,Thank you for the email.Will complete payment request today so you will receive funds Monday / Tuesday.Cheers,Jamie SullivanSales ManagerBirmingham Changan & Vauxhall Authorised RepairerHeartlands Parkway, Birmingham, B75AHT: 0121 325 7540lookers.co.uk/changanFrom: big felllaSent: 20 November 2025 19:07To: Jamie SullivanSubject: Re: LD72 VDJ - KIA XCEEDExternal Sender: Confirm legitimacy before acting.TSB...sort code 778555Ac...21629568.Thanks for your time and response.PaulSent from Outlook for Android________________________________________From: Jamie SullivanSent: Thursday, November 20, 2025 6:50:17 PMTo: bigfellla@hotmail.comSubject: LD72 VDJ - KIA XCEEDHi Paul,Thank you very much for taking the phone call this evening regarding your recent purchase of the Kia Ceed and I can only apologise for the standard of the valet you received on collection of the vehicle.As a gesture of goodwill, I will happily reimburse you £50 towards a valet at a place of your choice locally.Please can you forward me your bank name, account name, account number and sort code so I can arrange reimbursement.Kind Regards,Jamie

Hello,I am writing to raise a formal complaint regarding an ongoing noise issue with my vehicle and the continued lack of response from Lookers Star City.I purchased the car in August, and when I first reported this issue, the vehicle was still covered by two months of warranty. This is not a major fault; it is a minor noise issue, however it should have been straightforward to inspect and resolve while the warranty was active.Previously, I brought the vehicle in due to the noise problem and it was taken to Star City for investigation. Unfortunately, the issue was not resolved. After this visit, the noise became worse and started coming from multiple areas of the car.When I returned to the branch, the technician advised that I would need to book another appointment. I agreed and spoke with a member of your team named Jess, who asked me to leave it with her and assured me that she would contact me to arrange the appointment. However, I never received a call.It has now been over two months with no update. During this time, I also approached Sam Demeda via email at samdemeda@lookers.co.uk and attempted to contact by phone, but unfortunately I have not received any response.This lack of communication and follow-up is very disappointing. I would appreciate this matter being looked into urgently and for someone to contact me as soon as possible to confirm the next steps and arrange an appointment to properly resolve the issue.I look forward to your prompt response.Kind regards,Soban Qayyum

Dear Sir/Madam,Upon arriving on site Monday 8th December 2025 to collect my vehicle, I retrieved the keys from reception and proceeded to the van.As I approached, I immediately noticed a significant mark on the passenger side.I took a few photos (attached) and went straight back to reception, where I spoke with Sameena Bi. I returned the keys and informed her of the damage I had found. Sameena advised me that she would also email the photos to her manager.Please can you investigate and reply and repair the bodywork damage to the vehicle.Many thanks,Kind regards,