I am writing to formally complain about the excessive and unacceptable delay in repairing my vehicle, registration number BP22EZJ, and to formally reject the vehicle under my statutory rights as set out in the Consumer Rights Act 2015.I purchased the vehicle from Lookers Vauxhall in Chester on 11 September 2025. On 23 October, a fault relating to the gearbox first appeared. This fault was diagnosed by you on 12 November, at which point I was advised that confirmation was required to establish whether the repair would be covered under the warranty, and that parts would need to be ordered.On 24 November, the fault warning light reappeared. The RAC attended, recalibrated the settings, and confirmed that the vehicle was safe to drive to your garage for repair. You received the vehicle on 25 November and it has remained in your possession ever since. As of today, this represents a period of approximately eight weeks without a completed repair.Throughout this time, I have had to repeatedly chase for progress updates and have been provided with inconsistent explanations, including parts being on order, lack of technician availability, the need for a senior technician, a failed road test, stripping of the gearbox, difficulty inputting data into systems, and awaiting updates from the workshop. Despite this, no clear or reliable timescale for repair has been provided.In addition, further faults appear to have arisen during attempts to repair the original issue. As a result, I have lost confidence in the vehicle’s reliability, particularly in relation to its safety and overall condition.Under the Consumer Rights Act 2015, goods supplied by a trader must be of satisfactory quality, fit for purpose, and as described. Where a fault arises, the trader is permitted one opportunity to repair the vehicle within a reasonable time and without significant inconvenience to the consumer. In this case, the repair has not been completed within a reasonable time and has caused significant inconvenience.I am therefore exercising my final right to reject the vehicle under the Consumer Rights Act 2015 and formally request a full refund of all monies paid. I require that you retain possession of the vehicle and confirm arrangements for reimbursement without further delay.Please treat this correspondence as a formal complaint. I expect written confirmation of your intentions to resolve this matter promptly.

purchased 11.09 then went on holiday, warning light for the gear box came on 23.10, contacted the dealership at the time start it up again has the light gone off. booked in for 24.11 after a second fault The vehicle is still in the dealership now. Cust is having too chase the dealership all the time no one ever gets back to them.

I ordered a sump for a Vauxhall Astra j from Lookers Vauxhall Chester and paid for it on a Saturday. I was told it would arrive on Monday morning. When I went into the branch at 11am on the Monday, I was then told it likely wouldn’t arrive that week at all.Because of this, I requested a refund, only to be told that the person who processes refunds wouldn’t be in for another week. When I called back a week later, the parts department agreed to issue the refund but said they would deduct a 15% handling charge, amounting to around £40.This is completely unfair, as I never received the part in the first place, and at worst may be illegal. The whole experience showed poor communication and customer service because this part was not delivered when expected I was left with a car stuck on ramps costing me more money and was forced to source parts from else where causing me considerable inconvenience and expense.This is not the treatment and service I would expect from a main dealer.

Dave Suckley, who dealt with my transaction for my car, was amazing form start to finish. Really helpful and friendly.

Been communicated with since, replied 4 days ago but had no response. Feel like after 12 years with Vauxhall loyal customers are not given the time of day. Previously I have never had to chase to change my car

Please find below a chronology of the ongoing complaint raised with both Lookers Ellesmere Port and Lookers Chester, which has yet to be resolved.Following the submission of my second complaint and the generation of a ticket on 24 December, I have received no further updates or correspondence. Given that your stated aim is to resolve matters within five working days, and allowing additional time beyond this, I believe sufficient opportunity has been provided for this issue to be acknowledged and actioned. As a result, and as a matter of courtesy, I will now be forwarding my complaint to the Motor Ombudsman. Despite this, I still require further action and written correspondence detailing how my concerns will be resolved.I have attempted to contact Lookers Chester on 28 December and again on 2 January, on both occasions being advised that either the Sales Manager or Branch Manager would return my call. Unfortunately, this has not happened. I did receive one call from the Sales Manager on 28 December; however, the line was poor. From what I could understand, I was informed that the complaint had been received and that someone would be in touch.It is now 9 January, and I remain unclear as to whether the vehicle I am currently using is safe to drive, as the issue persists. Given the ongoing lack of communication and resolution, I feel I have no alternative but to escalate this matter.Please ensure that I am contacted as a matter of urgency to resolve these ongoing issues, and that I receive a written response addressing the additional complaints raised.Dear Sir or Madam,I am writing to formally escalate my complaint regarding the ongoing issues I have experienced since purchasing my Vauxhall Grandland on 6 December 2025 from Lookers Chester. My original complaint was logged under ticket number 84531331.The ticket indicated a due date of 9 October, with confirmation in the email that the matter would be resolved within 14 days. To date, I have received no update or resolution regarding this complaint.The complaint was raised due to persistent issues with the vehicle that have continued since shortly after purchase. Despite repeated engagement with Lookers, these issues remain unresolved.Further to this complaint (or as a separate matter), I collected the vehicle from Lookers Ellesmere Port, where I was informed that the car required an oil treatment. This directly contradicted what I had previously been told by a Lookers mechanic, who advised that the vehicle required a new engine. I was also informed by Ellesmere Port that the oil treatment would cost £850 and that this work was not covered under warranty.My understanding is that the issues with the vehicle began within two months of purchase and were raised well within the Lookers warranty period (three months). As such, I do not believe this matter should fall under my extended warranty, particularly as I was sold the vehicle with this fault already present.Lookers Ellesmere Port advised that I collect the vehicle and return it to Lookers Chester, the dealership from which it was purchased.I believe it is also important to note the lack of communication from Lookers Ellesmere Port. On three separate occasions, I requested to speak with the service manager:• On Sunday 6th, after my car was towed to the garage, I was informed the manager was not available and would call me on Monday morning. No call was received.• On Monday afternoon, I called again and was told by the service desk that they were unaware my vehicle had even been dropped off. I was advised the manager would call me on Tuesday morning. Again, no call was received.• I called again on Tuesday and was told the manager was unavailable but would return my call. This also did not happen.Three days later, I was finally contacted and informed of the issues with the vehicle, the additional cost of £850, and advised to collect the car and take it back to Chester.What I find difficult to comprehend is that an issue raised just two months after purchasing the vehicle remains unresolved, with responsibility seemingly passed between dealerships.On Monday 22 December, after further unsuccessful attempts to speak with a manager by phone, I personally took the vehicle to Lookers Chester. I met with the store manager, explained the history of the issue, and he expressed that he did not understand why an oil treatment had been recommended, as it would not resolve the underlying problem. He agreed with the original mechanic’s assessment that the vehicle requires a new engine.The manager advised that he is seeking further guidance internally but requested that I log an additional complaint so he could access all relevant ticket numbers and formally address the matter.Actions Requested:1. Immediate review and resolution of the original complaint raised on 6 December (Ticket 84531331).2. Formal acknowledgement and actioning of the second complaint, including clear details of how this matter will be resolved without further cost to myself.I expect this matter to now be treated as a priority and for clear communication regarding next steps and timescales.Regards,Chris Teese(Complaint 1)Subject: Formal Complaint Regarding Vehicle Purchased from Vauxhall LookersDear Sir/Madam,I am writing to raise a formal complaint regarding the vehicle I purchased from Vauxhall Lookers in August 2024. I am extremely concerned that the car was sold without the appropriate checks necessary to ensure it was safe and reliable. As a result, over the past year, the vehicle has repeatedly placed my family and me at significant risk.On 28 October 2024, within the three-month manufacturer warranty period, I returned the car to the garage due to concerns about excessive oil consumption. The vehicle was booked in for a health check.When the issue persisted, the car was booked again on 18 November 2024 for an oil consumption test. I was advised that because the issue had been raised within the initial three-month period, any further problems relating to oil consumption would fall under the manufacturer’s responsibility and would not require my extended warranty.When the oil warning light first appeared, I contacted the garage immediately. However, I was informed there were no available appointments. As responsible parents needing a safe vehicle, we topped up the oil ourselves, later being told that this action invalidated the initial test. Due to dissatisfaction with the service at Lookers Chester, we moved our case to Lookers Ellesmere Port.In June 2025, we continued to experience oil consumption problems and returned to the Ellesmere Port branch. After another oil consumption test and health check, we were informed that the issue was due to the oil cap seal, which was replaced at no cost.By August 2025, the same problem had returned. Despite this being an ongoing issue first raised in October 2024 while still under manufacturer warranty, we were told that repairs would cost £268.32, as our extended warranty did not cover oil leaks. Out of desperation and necessity, we agreed to pay this amount.However, the issue was not resolved. After only 363 miles, the problem reoccurred. A final oil consumption test was carried out, and once again, around 370 miles later, the oil light came on. The mechanic confirmed the vehicle was consuming an excessive amount of oil and advised that the engine needed replacing. I was informed that this is a common issue with the 2018 Vauxhall Grandland, an issue that could, and should, have been addressed back in October 2024.On Friday, 21 November, I was told I would be contacted regarding next steps. It has now been over two weeks, and I have received no updates.This lack of action has now resulted in a dangerous situation. While travelling on a busy motorway, the vehicle suddenly lost power, reduced speed to 20 mph, and displayed an engine fault warning. My children, aged 6 and 3, were terrified. Their safety was severely compromised. At no stage did anyone at Lookers Ellesmere Port warn me of the risks associated with continuing to drive the vehicle, even after confirming that the engine required replacement.Following the breakdown, the RAC advised me that it appeared the dealership might be waiting for the engine to fail completely, as such failures may not be covered under warranty. I sincerely hope this is not the case. Under the RAC driver’s guidance, I drove the vehicle at 20 mph back to Lookers Ellesmere Port. Thankfully, my children had already been collected and were not placed in further danger.Given the seriousness of this matter, I expect the vehicle to be inspected promptly and that a courtesy car is provided while the issue is being resolved. Due to the repeated failures, safety risks, prolonged distress, and lack of adequate support from Lookers, I have lost all confidence in both the vehicle and your service. I therefore request either a full refund of £10,553 or a replacement vehicle.It is entirely unacceptable that a vehicle with a significant engine fault was sold to me and that my family’s safety has been repeatedly compromised.As this is the first stage of my formal complaint, please outline clearly how you intend to address this matter and what further steps I need to take for the complaint to progress to the next stage.I look forward to your prompt and detailed response.Yours faithfully,Chris TeeseVauxhall Grandland: DK68ZPY

Hi yes we had a good experience buying our car from Chester Vauxhall.Ben

This is the continuation of Ticket 84603483 raised on 10/12/25 and I was expecting a resolution confirmation from yourselves as per the email with the ticket number. To update you I received a call from Chester Lookers on 10/12/25 and the car booked in for 19/12/25. Upon collection I requested a print out of the works done in order to prove the recall had been actioned, when I come to sell the car. I was told this would not be possible but it would be emailed to me on Monday 22/12. I have not received anything so far. Can this be posted or emailed to me please before the complaint is closed down.

I reserved a car on the 4th of December. I then informed the dealership I was not going ahead with the sale. I wasn’t refunded the reserve. I have rang the dealership since and the money still hasn’t been refunded

Great staff