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

Having had various Vauxhall cars for over 50 years and of course numerous service sthis time the experience was very good withattention to every need from the pleasant receptionist to the workshop staff. Well done all of you good ambassadors for the vauxhall mark .👍Have a wonderful Christmas .Best regardsGeorge Peters

I would like to raise a complaint due to the sheer volume of emails and calls received asking for feedback since my visit to Vauxhall Lookers. I have received 4 emails from the aftersales manager within 3 days. 3 calls and also a text.This is too much and it is making me feel that I am being pressured into completing a feedback survey.I emailed to express my dissatisfaction and asked to raise a complaint and was asked to go onto the website rather than being provided with a link. Luckily, very easy to find.

After having the car purchased from Lookers Vauxhall Chester for a couple of weeks I noticed there was a stone chip on the bottom black strip of the windscreen. This wasn't noticed initially because of where it was. I noticed it because it had gotten worse. I reported this to the dealership and was told I could get it repaired for as little as £50. I have looked into getting it repaired however because of where the chip is it cannot be repaired and the only option is for the windscreen to be replaced costing a further £600-£700, after spending £11,150 on the car. I purchased a new car to not have any worry or stress and now I'm having to deal with this. I also thought that purchasing a car from Lookers Vauxhall would be a good choice and give me peace of mind but clearly I was wrong. Can this be resolved as soon as possible please.

Dear Sirs.I am sending this email in a hope to escalate matters and show my attempts to rectify the situation with Lookers of Chester that have continually proved unsuccessful. I will provide below a timeline of events to show my efforts.10/11/25- letter issued second class in respect of the above recall.17/11/25- car booked in for 28/11/25 for the day to have test undertaken28/11/25 - Sound test undertaken and failed, parts were on order but may be some weeks. Advised unsafe to drive car, and so had to sign disclaimer to drive it home. No courtesy car was available. I also telephoned the customer assistance number 08009179285 who were unable to help but advised the technical team would call me on Monday 1st December- no return call was received.1/12/25 - Called above customer assistance number again and asked for technical team to return call-they advised it would be over the next two days- no return call was ever received. I also called the Parts team of Lookers in Ellesmere Port who advised the company had 91 of these items on order and no ETA on delivery. Parts number quoted as 6503180880. Later same day visited Lookers Chester and asked if they had update on part order-they did not and had all 8 courtesy cars out until the New Year. They advised they would not pay for a car rental instead.3/12/25 - received telephone message that the part was still on order with no update.8/12/25- telephone to Lookers Chester and no further update on the order nor any available courtesy car.9/12/25 - Visit in person to Lookers Chester, and no change in situation re order on parts, no ETA, no courtesy car and wont pay for rental vehicle. They will contact me when part is available.I hope you can see that I have made every effort to try and rectify this situation, and given the timelines so close the Christmas, when we have a holiday booked in the Lake District, is causing me a tremendous amount of stress and anxiety. In short a safety recall that has a proven fault should not inconvenience me in respect of time or money from being able to conduct my every day life. I feel that Vauxhall and Lookers have fallen short of their duty towards me.From the Motor Ombudsman I understand I must await 8 weeks from commencement of this timeline before I can escalate to them . In the interim I would ask for the direct email and telephone number of Christopher Woolsey in whose name the recall letter was issued.I await your advices on how this situation may be rectified asap.Yours faithfullyMatthew Russell07864 520689

Great response by ASH, good video and immediate action👍

Good customer service. Unfortunately I was unable to visit the garage due to having work done on my house roof due to storm damage. Having bought my last 2 cars from lookers I have been very pleased with the service.

On Saturday 29 of November just after midday I visited lookers Vauxhall Chester service departmentOn the door it they were open until one pm the service department was closed everyoneHad gone home. Today Monday 01/12/2025 no one was answering the phoneI only wanted a price for an insignia service so I will try Stoneacre in WrexhamOr dickens in mold were I hope the customer service is better

Purchased a car in Nov 2023, 1 month warranty. kept upto date with service and tyres and everything. The service was £500 last year and I was told I could take it elsewhere. This year service cust £219 spoke to someone in connection with the wetbelt she was advised the mileage is no where near. The cust was advised that the wetbelt would be done on warranty. Cust needed all the info from the previous garage, they wouldnt except the invoice as mileage is spelt incorrectly. The cust then had to go back and get another invoice and now theye wont change the belt as it is something to do with the filter. Manager today has spoke to the cust and they would give 20% off the bill and thats all they can do.

Had the cars I was looking for timing not quite right at the moment