Hi IanI purchased an MG5 from you in August last year (hk22 num) after being informed that the manufacturer warranty was still valid on the car until 2029.I have just booked in an MOT at my local MG garage and have been informed that the warranty is not valid on the car.They have advised that not only was the service you did on the car prior to me purchasing not registered with MG but that the 2 MG services that were done prior to that were not completed in the correct window so the warranty was already invalidated at that point.The only reason I bought this car was because I wanted the peace of mind that a manufacturer warranty brings. Assuming the MG garage are correct this is obviously very disappointing, and it is clear I have not been sold what was promised. I assume thisI presume Lookers has its own MG branches who will be able to confirm whether this is the case or not. I would ask that you get this confirmed and then let me know where to go from there as to whether I need to be raising a formal complaint or not. My Mot is currently booked for the 29th of June.I have attached a screenshot of ad which shows the balance of the mg warranty is still intact. I also called you to confirm this and that your service would continue the mg warranty before purchasing the car, the video demo you sent me also shows the car has an approved used sticker on it.Many thanksChristopher Wong

Hi we came in.Today For a service which is covered with the Motability scheme..it was not a pleasant experience except for the help offered by Kyle? Not sure of name but the staff members intervention was professional and did slightly ease the tension of an extremely long and uncomfortable wait. He did attempt to resolve the problem of the pre conditioning not working. However We came in at 1030 and left at well around 430 and the service light is still there lit. Well there are 2 spanners still lit on the dashboard. Also we are not sure what's been checked and what hasnt been done. As we werent offered a list of what has been checked and updated.We would like to book a follow up appointment to get the service light turned off and a check what the other light is on for please.

Cust dropped her vehicle of at the dealership on 13.04, since then there has been very little communication from the site. The cust has been in touch on numerous occasions and left messages but no one gets back to her. They are unsure what is happening with the vehicle and requires a call asap to advise of the status, if the vehicle is drivable then they would like to recover it.

My vehicle has been in for repair (timing belt )since last Tuesday yes a week not real how ever when I ring service number no one answer which is very frustrating the fact I don’t know what is going on is not exceptable so ether supply me with alternative transport or fix my car asap had enough

The whole process has been an absolute joke.I booked my car in to be repaired on 18th May for the 20th May but due to an issue getting it there on the 19th I rang and changed it to the 27th.When it was brought in on the 26th there was no card or record of it being changed so the garage didn't know why it was there.That was fixed, I was then sent a text on the 26th tell me to see the estimate attached, nothing was attached so I tried ringing the garage to which there was no answer.I eventually spoke to Newcastle who told me the cost would be £395 include diagnostics - fantastic. Told them to go ahead, didn't hear anything again.Finally managed to speak to the garage to be told that was just labour and the actual cost was £758 - not fantastic.I asked them to go ahead with it and asked about a payment plan, was sent the link for bumper paid the immediate £126 and then went back to waiting.I've rang the garage 43 times and have spoken to them a total of 2 times - again absolute joke.I finally managed to speak to someone yesterday morning, a woman, who told me the part was in and she was hoping for it to be finished by yesteday evening.So again I waited all day without any communication, carried on ringing, never spoke to anyone again.Tried calling again this morning, nothing, so called Newcastle to see if it was done, nothing on the system.At this point I was getting ready to just drive there and speak to them face to face.Finally on my way back to drive there, I got a call from the garage - only because an email was sent for them to ring me - and was told they're still waiting for the part to come in.I told him, I was told yesterday the part was in?He then went off and checked, said it was waiting to be done and it 'might be done on Monday and that they'd get the guy to give me a ring.I'm back in work in Monday so can't just spend my days chasing a garage who genuinely don't seem to be the least bit bothered about fixing my car.I'm literally at your mercy because only you can fix it and you are fully making the most of that.This whole experience has been horrendous from start to finish.

Further to my complaint of 14 May regarding the issues I have experienced since purchasing a Citroën Berlingo from your company in November last year, I am writing to express my continued dissatisfaction with the handling of my complaint.Following my original complaint, I received two missed calls and a voicemail message from your St Helens branch. Over the following days, I made four attempts to return the call, but unfortunately my calls were not answered. As a result, I emailed Kyle Smith and asked him to call me at home between 10:30am and 11:30am the following day.Kyle did call as requested - Friday 22nd May, and we discussed the issues I have experienced since the emissions fault occurred in December. I acknowledge and appreciate that your company accepted responsibility for that issue and covered the cost of the repair. Kyle was professional, courteous and appeared genuinely concerned about resolving the matter.During our conversation, we discussed the more recent fault, which has since been repaired by my experienced, family-owned garage in Hawarden, Deeside. Kyle suggested that the vehicle should be returned to St Helens as soon as possible for a full inspection, with a courtesy car provided by your company.However, I am unclear as to why such an inspection is necessary. My local garage has already repaired the fault and the vehicle is currently operating without issue. I am concerned that the purpose of the inspection may be to question or cast doubt on the quality of my garage's work, which I have always found to be exemplary.Our conversation concluded with Kyle advising that he would contact me later that day at 4:30pm to confirm the arrangements. Unfortunately, I never received that call, and no further attempt has been made to contact me. I subsequently emailed Kyle on 29 May requesting an update, but I have received no response.I am extremely disappointed with your company's handling of this matter. The level of customer service I have experienced is unacceptable and reflects poorly on the wider business.One of the reasons I chose to purchase a used vehicle from a nationwide company was the reassurance that, should any issues arise, I would receive prompt and effective support. Unfortunately, this has not been my experience.I would therefore ask that you thoroughly investigate this matter and provide a full response to the concerns raised in my original complaint. I would also note that the acknowledgement of my complaint stated that I would receive a response within 14 days. That timeframe has now passed without any substantive update or resolution.I look forward to receiving your prompt response.Yours faithfully,Kathy Mitchell

Dear l Customer Care,I am writing to raise a formal complaint regarding the poor level of customer service I have recently received, despite being a loyal Vauxhall customer for over 20 years through your St Helens branch.We are once again facing a major issue with our current vehicle, resulting in the flywheel and clutch requiring repair for a second time in just two years following the previous repair. Given the relatively low mileage and short period since the last repair, this should not be happening and is extremely disappointing.Following discussions with Larissa Currie, the manager at the St Helens branch, I was advised that she would raise a complaint with yourselves and attempt to secure either a goodwill contribution or compensation towards the repair costs. I was assured that all findings, reports, and costs had been emailed to Vauxhall.However, after speaking directly with your customer care team, I was shocked to discover that no complaint or case had ever been logged. This is completely unacceptable and extremely disappointing treatment for long-standing loyal customers who have continued to purchase vehicles from your dealership for over two decades.I would appreciate this matter being investigated urgently, including contacting Larissa Currie directly via her work email or telephone at the St Helens branch to confirm the discussions and circumstances surrounding this issue.Given the repeated fault, the inconvenience caused, and the poor handling of this matter so far, I am requesting that Vauxhall review this case for a goodwill contribution or appropriate compensation.If this matter is not dealt with promptly and fairly, I will have no option but to escalate my complaint to the Motor Ombudsman.I look forward to your urgent response.Kind regards,

I am trying to cancel my assurant warranty policy - ref. no. LOOK1208116 from 13/03/26.I've contacted the insurer and they advised that, as my policy has not started yet, I would need to cancel directly with the selling dealership.I've contacted both the person who sold us the car and the policy and sent a letter to the general email for Lookers St Helens, but days later, I still haven't received a response.Communications with the branch were very easy before we bought the car and completely non-existant since then, usually nobody replies to emails.As your client, it is my decision, nobody else's, to cancel this additional policy.I am looking forward to receiving your response and you finally cancelling the policy, sending the refund and advising about the next steps.

HelloI recently encountered an extremely Volatile situation with a sale man first name Simon second I think BROOKER 6’2’’ bald head well build.I was dropping off a car that was being delivered under trade plate , I asked a young man outside who to see and said anyone inside can take delivery, I’m busy with a new delivery from car transporter.I hobbled inside the sales man Simon was on the phone I showed him the V5 & keys put my hand 1 min pointed to my bag and trade plates as I couldn’t carry the lose paperwork keys and my bag and bag of water.He then in sudden rage put the phone down and shouted something get them off my desk, I tuned I’m coming back now . Literally 10 m . He was like a deranged person so much anger in his face and body language it was shocking. He then Threw the keys at me and the paper work V5 . service records on the ground and walked muttering something. I said I can’t bend down I am disabled he didn’t care he actually humiliated me in front of elderly customers as I had retrieve the keys and paper work as it blew off down the parking area . I then limped back in and gave the keys to another sales man who I used he replied politely no disabled but he could see I was in pain and took the keys and v5 etc . I then asked for the aggressive salesman name he told then I left the aggressive salesman’s was even more aggressive shouting his name out one letter at a time . I felt extremely uncomfortable and told him he was threatening me. I wish to make a formal complaint he needs help he needs to be D&A immediately. I am more than happy to attend an investigation meeting and disciplinary. At this stage iam not involving the disability act but he has contravened the act and he needs formal training or retraining counselling and help. He should not be public facing . I presume there is cctv and wish to have a copy

I am writing to make a formal complaint regarding the handling of my vehicle and the service I received.My car was returned to me with the exact same issues it originally went in for. I explained clearly that the oil had already been changed several times and regularly topped up, yet I was simply told that the vehicle “needed oil,” without any proper resolution or investigation into the ongoing problem.I was then informed that the courtesy car I had been using had already been booked out for another customer the following day. This explanation was difficult to understand given that, at that stage, you had not yet identified or resolved the issues with my own vehicle. It felt as though arrangements were being made to return the courtesy car regardless of whether my vehicle had actually been repaired.Overall, I am extremely disappointed with the level of service, communication, and lack of resolution provided. I would appreciate a clear explanation of:* What diagnostic work was actually carried out on my vehicle* Why the underlying issue was not resolved before returning the car to me* What steps will now be taken to properly fix the problem* What arrangements can be made regarding alternative transport while the issue is being resolvedI look forward to your prompt response and a satisfactory resolution to this matter.