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,

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,

took car in for repair on 17th October, no courtesy car was available at the time, rebooked for 6th november with courtesy car, car still with site for repair now, warranty had been rejected due to the vehicle continuing to be used but has since been accepted and warranty company have advised of cost around £930 but has been told by site today that the cost is over £2000 and cannot understand where this cost difference has come from

As always an excellent service & the man who always collects & returns my car is lovely.Always polite & friendly.10 out10 service.

They offered me the best deal they could

Good morningI am writing to complain about the aftercare of the above vehicle that I purchased from Lookers at Star City. It has currently been with them now for nearly 6 weeks.On 10 June 2025 I booked the car in for mot and service, at this appointment I was told of a recall on the vehicle, that I was not aware of, I had not received any notification of this recall. I was advised to change the brake fluid at their recommendation, cost of £74.17 plus vat.On 19 June they carried out the recall work and the timing belt was replaced at no cost as this was a recall.3 July I called Lookers to advise the oil light was coming on and that I had to top the oil up, this was booked in for 18 July for this to be investigated, they diagnosed that i needed a replacement timing cover which was at no cost to me and the sump needed resealing which i paid for £221.36 inc vat.On 27 August the oil warning light came on again and the oil was empty, I was told that they could not book it in again until 26 September and to keep the oil topped up until this time, which I did.On 25 September I took the car in and was informed that the car needed a new engine at a cost of £4098, this was 70% of total cost. I had owned the car for 4 years and 2 months. I had just finished paying for it. Since this date I have not had the car returned and was told on 29 October that the new engine had been fitted but there was a knocking sound that was diagnosed as needing a new clutch and flywheel at a knockdown price of an extra £452.On 30 October I was told that the knocking sound was still there and the car would need to be looked at by a Vauxhall technician, ? Clearly NOT the clutch and flywheel then.On 3 November I was told that it needed another new engine. I am now waiting again for perhaps an engine that works? Or not? I understand that the timing belt recall has been ongoing for sometime but the replacement engine will still have the same fault.During this time I made all staff I spoke to and frequently I was calling them, that I had just received a diagnosis of prostate cancer that had spread to my bones and was in desperate need of a courtesy car, to exacerbate things my 90 year old father had a fall and was in hospital for 8 days and also required aftercare.I have had this car just over 4 years, I had had a mokka before this from yourselves brand new, from star city and previous to this a corsa in 2009 brand new from Lookers at star city. A good customer, not a valued one though. I bought the car new for peace of mind so that I wouldn't have to worry about repair costs and have always had a service plan through Lookers to get the best from the vehicle.I would like someone with a little bit of empathy to give me a call because the eye watering amount of money that I have spent on this car is outrageous, not to mention the cost to myself of insurance and road tax for a car that was not roadworthy and the constant need for taxis for hospital visits for myself and my father. Considering the fact that I paid for warranty, servicing and repairs. I think that this car is not fit for purpose. The way I have been treated is awful, the question is how much do you value your good name? Clearly Vauxhall themselves are happy to sell substandard cars. I know the above seems unbelievable to read but this is the treatment I have received. I have absolutely no trust or faith in the product and services you are providing, please prove me wrong.I would like someone to call me on 07581417600 within the day.Mr Gary Kingham

Very good

There was a lack of communication before our scheduled appointment as to the true condition of the vehicle we were coming to see