Initially told to book car in on Thursday 14 May 2026 for the fault to be investigated. The vehicle was left on the forecourt until the nxt day with no work done and no work done on the Friday. No update provided on Friday 15 May and when I contacted Lookers, I was told Nicola had left for the day. Another member of the team provided an update around 17:30 hrs that evening.Nicola provided an update on monday 18 May and we agreed to get the work completed. There has been no update since Monday and I have rang several times during the week and several times today 22 May, only to be told I would have a call back which has not happened.Your customer service is disgusting and the booking in system is clearly failing and is not sufficient. I keep being told Nichola is with a customer its not acceptable, I am a customer too. Its does not take over 1 wk to fix a computer upgrade and oil leak/filter. My wife is disabled and without a car which is not acceptable for this length of time.

To whom it may concern,I am writing to formally raise a complaint regarding my recent experiences at Lookers Vauxhall in Bootle, following visits on Sunday 17 May 2026 and Wednesday 20 May 2026.On arrival at your dealership on 17 May, I was deeply concerned to see a homophobic joke written on a name sign on someone's desk. The person's name had been replaced with the hand-written message “I am gay," the clear meaning behind this is that being gay is somehow embarrassing or funny. Being gay is not a punchline.As a gay man, I found this remark inappropriate, offensive, and upsetting. While I note that the sign was removed while I was away from the sales area, the fact that it was present at all raises serious concerns about the workplace culture within the dealership.More troubling is the implication that the sign only became an issue once a visibly gay customer entered the dealership. This prompts uncomfortable questions about whether such behaviour is generally tolerated and only addressed when someone directly affected is present. It left me feeling unwelcome and highly uncomfortable.The desk was to the left behind the receptionist's desk when entering the dealership and the sign would have been immediately visible to anyone else walking in.Despite this, I remained at the dealership for as long as I could, feeling conscious that leaving immediately might have led to further ridicule once I was gone.In addition, after travelling over 30 minutes—compounded by match-day traffic—I was informed that the car I had arranged to test drive was unavailable, meaning my journey had been wasted. I agreed to return on Wednesday 20 May despite my reservations about the environment.On my return visit, the experience did not improve significantly. I was initially passed between different sales staff before one eventually agreed to take me out for a “quick drive,” on the basis that the vehicle was newly delivered and required its mileage to be kept within “delivery miles.” While I accepted this at the time to avoid another wasted journey, the situation further reflected a lack of organisation and professionalism.The only positive aspect of my experience was the service provided by Zach, who was polite, knowledgeable, and professional throughout. Unfortunately, his efforts were overshadowed by the conduct of colleagues and the overall lack of organisation within the dealership.I would like to emphasise that I was genuinely interested in purchasing the vehicle, particularly after the test drive. However, the combination of the homophobic remark and the disorganised handling of my visits has completely put me off doing business with Lookers.As someone who works as an LGBT & Identity Reporter for BBC News, I routinely meet people who've experienced discrimination, usually it comes from random members of the public or thugs. On this occasion I was flabbergasted to find it in the professional environment of a car dealership for a brand as large as Vauxhall. It's hard to believe this kind of behaviour can go unchecked until a gay man walks into the room.It's not often I make a complaint but on this occasion, I feel it's important to speak up for myself and ask for an explanation.I ask that you:Provide a full explanation as to how this incident occurredOutline what steps will be taken to ensure that discriminatory behaviour is not tolerated in your workplacesConfirm what staff training or disciplinary action will be implemented as a resultAddress the lack of organisation that led to the failed and limited test drive experiencesI would appreciate a prompt and thorough response to this complaint. My preferred contact method is email.Thank you.

Since December 2025, me and my partner have been having persistent issues with our car. The engine light came on, so we went to Halfords were we paid for a diagnostic check. Multiple issues were found on the car which include cam shaft problems and immobiliser issues (which is an on going problem).We looked to get the problems resolved, to which we had a CAM shaft sensor replaced by a local mechanic. After this we continued to have issues as the car wouldn’t start. At this point we booked the car in with yourselves, The work done was on the engine oil sump, spark-plug and re-timing of the cam belt, these repairs cost us in excess of £1000, despite us having an extended warranty with you. After this we continue to have problems, even though we were advised that the issues with the car had been resolved.I went to lookers and told them the issue we were continuing to have (it cranks but doesn't start). They advised it would have to go in for a diagnostic (again), i refused due to the fact i had one at halfords and also with yourself, so was not prepared to pay £148 for it to be done. The adviser quickly spoke to a mechanic about the issue to which his response was 'the electrics on the car were thick and pig shit'. To date we continue to have these issues.Our car starts intermittantly, there are days it starts straight away and days it takes 4/5 goes. We had the RAC out today to look at the issues and the fault B1808 was found. Having looked back on the Halfords diagnostics, i found that the fault was also present then.We want this problem to be solved ASAP, this problem has been going on for 5 months, it has not be resolved and we refuse to pay for further diagnostics when this problem should have been flagged when the car was in your garage in January.I have contacted lookers today and advised that they would need to run a diagnostics, this is something we cannot afford to pay, especially when this problem should have been picked up the last time we had a diagnostics check. I was advised that we would have to pay for any repairs as the car would be booked in outside the warranty period. The warranty runs out on 24th May 26.We have 2 kids a 10 year old and a 6 month baby and are very reliant on the car. With the intermittent issues we don’t know if its going to start or not and if we would be stuck anywhere should the problem become worse and it creates unnecessary anxiety when we use the car. Financially the car is before more and more of a burden, we just cannot afford and being told we have to pay time and time again for diagnostics is adding to that.

Great customer service and help from service departments

Dear Lookers Vauxhall Merseyside Service Team,Following my recent authorisation of £1,077.36 for repair estimate for my Vauxhall Crossland X (Registration: BF69SGY), I am writing to provide critical documentation regarding my vehicle ownership and to formally request a breakdown of the active workshop job card.I purchased this vehicle from a registered auction on 1st April 2026.As a new Vauxhall owner, I am fully committed to maintaining this vehicle strictly to manufacturer specifications moving forward.Because the diagnostics carried out by your team confirmed the existing diagnostic codes of variable valve timing control codes P003C and P005A due to 1.2L PureTech wet-belt degradation, I require the following actions to be processed this morning.Central Database Service History Search: As an official Vauxhall Main Dealer, please immediately scan the centralized Stellantis digital service network for any missing service uploads matching my VIN/Registration for any omitted service periods. to find out if the previous owner utilized the franchise network, to enable me instantly complete the service history log.Submission of a Manufacturer Goodwill Claim: If a physical gap remains in my records, I request that the Service Manager submit an official Goodwill Contribution Claim directly to Vauxhall UK on my behalf. Given that I have owned the car for less than two months and immediately brought it to a main dealer upon the fault appearing, I am aware that new owners are frequently granted partial or full parts-and-labor cost assistance under the Vauxhall PureTech Customer Support Programme for catching this known manufacturing defect early.Technical Verification of the Active Job Card: Before your mechanical team puts the engine back together, please confirm via reply email that the current £1,07736 quote explicitly covers the mandatory internal cleanup required to permanently clear these codes.Specifically: kindly ensure to please complete;1. Removal of the lower engine oil sump pan for necessary checks.2. The mechanical cleaning of the degraded rubber belt debris out of the oil pump pickup strainer mesh.3. Cleaning and back-flushing of the affected intake and exhaust VVT solenoids.Finally, please note that I have initiated a partial payment deposit via Bumper yesterday and this has been confirmed. Please instruct your invoicing desk to keep my finance order status completely Open and do not submit it for final processing until the Service Manager has reviewed the database search results and applied any relevant manufacturer goodwill discounts to the final balance.Thank you for your prompt attention to this matter this morning. I look forward to your written confirmation.Many thanks.Kind regards,Grace Ochigbo07884798149

After dropping my car off this morning at approximately 8:30am, I did not receive any communication from the service department throughout the day. I was advised that I would receive a call before 5:00pm to arrange collection of the vehicle.At approximately 4:50pm, having still received no update regarding whether my car was ready, I contacted your team for further information. I was informed that they were unable to reach the relevant department but that I would receive a callback shortly. Unfortunately, no callback was received.As I require my vehicle for work, I attended the site in person, only to be informed that the car was not ready and that there was no access available to retrieve it for me.I will attempt to contact the department again in the morning; however, due to this situation, I am now required to make alternative arrangements for work.I find this level of service and lack of communication completely unacceptable.

To Whom It May Concern,I am writing to formally raise a serious complaint regarding my ongoing experience with a vehicle supplied through the Motability Scheme and manufactured by Vauxhall and Lookers Liverpool.I am extremely dissatisfied with the standard of service and the condition/reliability of the vehicle provided. As someone who relies on this car for essential daily use, including mobility and independence for my brother who has Down Syndrome, Alzheimer's, Vascular Dementia, the issues we have encountered have caused significant inconvenience, stress, and disruption.Repeated break downs due to main screen completely going off and over heating, the screen which shows the speed at which we are driving going off whilst driving, so you cant see if you are speeding goes completely off, the auto lock doesn't work or the beep when you walk away from the car and I quiet often come back to my car being unlocked after I have manually locked it, the automatic boot doesn't work so I have to force it open and closed which has caused me an injury, the driver window when you try to open it then keeps opening and closing and you have to wait for it to stop.Delays in repair have been and absolute night mare, and its got that way that between me and my husband we have rang 4 times over the last 4 weeks and we are still waiting for someone to get back to us, the communication from Lookers is nothing short of appalling and unprofessional.Despite raising these concerns previously, many times which we have had to have a curtesy car at some points in time for a period of 4/5 weeks, I feel that my situation has not been handled with the urgency, care, or professionalism expected from organisations such as yours. The lack of effective resolution has left me without confidence in both the vehicle and the support provided.This situation is unacceptable, particularly given the purpose of the Motability Scheme, which is intended to support individuals who depend on reliable transport. The ongoing issues have had a direct negative impact on my brothers daily life.I am therefore requesting the following actions as a matter of urgency:A full investigation into the issues raisedA clear explanation as to why these problems have occurredImmediate steps to resolve the situation, including repair/replacement/refund/compensation – tailor as needed.Assurance that this matter will not continue to affect my brothers mobility going forwardIf this matter is not resolved promptly and satisfactorily, I will have no option but to escalate my complaint further.I expect a written response within 14 days of receipt of this complaint

10/10 Everyone was very professional.Thanks for all your help.

Very goodSent from my iPad

Courteous and very helpful