I had my van in for a small repair at the end of January this year. I took a week off work unpaid whilst this repair was done. I called up 7 days later and still nobody had even looked at my vehicle. I then had to go and source another van so that I didn't take a 2nd week off unpaid! When I arrived with my other van , I had to get all of my tools out of the vehicle that was on site and transfer them to my new vehicle taking around 2 hours!Anyways. When I got home I realised that my ID Card had been left in the Visor of my van . Reg DL74VBG. Rather than driving a 70 mile round trip to collect this the next day I called up the number and asked to have this posted out to me as it is very important. It must of taken me approx 20 calls to actually get hold of somebody in the Service dept . When I did they told me it would get posted so I was very grateful. Now we are into March and my ID Card has not been delivered! I called up to find out if it had been posted but nobody could help me so I guess it's now been either lost or forgotten about. Very poor communication!

From: Kieran McKaySent: 24 February 2026 16:39To: Jordan RocheSubject: Re: Missed call – quick updateHello Jordan,Do you have an update for the below please?Best Regards,Kieran________________________________________From: Kieran McKaySent: Monday, February 16, 2026 1:44 PMTo: Jordan RocheSubject: Re: Missed call – quick updateHello Jordan,I have dealt with your company (yourselves and Derby Road) who have not corrected the multiple issues I have identified, so I don't understand how you "cannot confirm a fault".What are your next steps then as the offer you have given is far from satisfactory. You keep mentioning that I am not your "customer" by referring to the finance company being the "owner" of the vehicle. They have first charge but you did not contract with them. Feel free to help educate me on this otherwise anyone that pays by a form of credit, you would try and fob your customers off to them to deal with.I am dual tracking this matter, both with the finance company and you as Lookers the "retailer". From what I can see, there is no legislation that explains your view on this matter.Best Regards,Kieran________________________________________From: Jordan RocheSent: Monday, February 16, 2026 1:14 PMTo: Kieran McKaySubject: RE: Missed call – quick updateHi Kieran,Thank you for your email, and apologies for the delay in getting back to you. I’ve needed to speak with a few people across different departments to make sure we fully understood the situation and agreed the most appropriate way forward.Just to clarify our position, we are not formally accepting a rejection of the vehicle. At this stage we have not been able to identify or confirm a fault that would warrant a rejection. If the finance had already been settled and you had approached us directly as the supplying dealer, we would then consider the request subject to verifying the reported concerns with the service department. In those circumstances, any agreed return would also be subject to our standard usage adjustment of 40 pence per mile from the point of collection.That said, in the interest of resolving matters, we are prepared to offer to buy the vehicle back as a goodwill gesture. This would be at an enhanced market value of £12,350. For this to proceed, the finance agreement with Lloyds would need to be settled in full. We would also require written confirmation from them (a clearance letter) confirming the agreement has been closed and that they no longer hold any financial interest in the vehicle.For clarity, this proposal does not affect your right to approach your finance lender directly should you wish to pursue a rejection through them, as you have previously mentioned.Please let me know how you would like to proceed.Kind regards,Jordan RocheBusiness ManagerLookers Vauxhall St HelensKnowsley Road | St Helens | WA10 4PHT: 01744 633 000lookers.co.uk/vauxhallFrom: Kieran McKaySent: 10 February 2026 13:38To: Jordan RocheSubject: Re: Missed call – quick updateExternal Sender: Confirm legitimacy before acting.Hello Jordan,Thank you for your reply and thank you for discussing internally.Do I take this e-mail as you accepting that I can reject the vehicle as long as finance is settled?I know the legislation allows a "reasonable" deduction but your assumption 40p per mile being reasonable is far from standard. I feel that a rate of 20p per mile is more than sufficient and more in line with what is considered reasonable.Please let me know if the above is something you will accept.Best Regards,Kieran________________________________________From: Jordan RocheSent: 10 February 2026 13:03To: Kieran McKaySubject: Missed call – quick updateHI Kieran,I’ve just tried to call you but couldn’t get through, apologies for missing your call earlier, I was in a meeting with our SMART repairers at the time.Following internal discussion, if the finance is settled directly with Lloyds and the vehicle is owned outright, our policy would be to consider a goodwill buy-back, subject to a mileage adjustment of 40 pence per mile from the point of collection. Based on approximately 3,000 miles, I wanted to make you aware of this upfront. This is not a penalty but a usage charge.Kind regards,Jordan RocheBusiness ManagerLookers Vauxhall St HelensKnowsley Road | St Helens | WA10 4PHT: 01744 633 000lookers.co.uk/vauxhall

Good MorningPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: tamsinSent: 27 February 2026 11:29To: tamsinCc: Ava McDonaldSubject: Re: Urgent ComplaintExternal Sender: Confirm legitimacy before acting.Hello Ava/complaints team,A further month has gone by without a single response.Your complaints process on your website says response within 5 days and it’s now been 3 months.Please can someone contact me with a resolution today or I will have no choice but to take my complaint further with the ombudsman.Thank you! Tamsin Randles. 07578705571On 25 Jan 2026, at 11:44, tamsinwrote:Hello,It’s now been over 7 weeks since I’ve heard back from yourself or any management.Please have someone contact me asap.Thanks.On 8 Dec 2025, at 13:58, Ava McDonaldwrote:Good afternoon, Miss Randles,Thank you for getting in touch, I have chased this with management & my supervisor will be in touch.I apologise for the delay in having someone respond to you.Kind Regards,Ava McDonaldAva McDonaldService AdvisorLookers Vauxhall St HelensKnowsley Road | St Helens | WA10 4PHT: 01744 633 000lookers.co.uk/vauxhallFrom: tamsinSent: 08 December 2025 12:26To: Ava McDonaldSubject: Re: Urgent ComplaintExternal Sender: Confirm legitimacy before acting.Good afternoon Ava.I am yet to receive a response from my email on Friday and have been without my car with a 3 year old for 4 days.I would like this to be logged as a formal complaint and passed on to someone senior asap.Thank you.Tamsin* RandlesSent from my iPhoneOn 5 Dec 2025, at 08:20, Ava McDonaldwrote:Good morning, Tasmin,Thank you for getting in touch today.Firstly, please accept my sincere apologies that this has happened to you. I have sent this across to my supervisor who will be in touch inDue course.Kind Regards,Ava McDonaldAva McDonaldService AdvisorLookers Vauxhall St HelensKnowsley Road | St Helens | WA10 4PHT: 01744 633 000lookers.co.uk/vauxhallFrom: tamsinSent: 04 December 2025 19:57To: Ava McDonaldSubject: Urgent ComplaintExternal Sender: Confirm legitimacy before acting.Hello Ava,Please give me a call on 07578705571.After bringing my car in a little over a week ago, the bulbs have gone again. I am not happy at all. After waiting almost 6 weeks for you to get my vehicle booked in with you to then be told the 4 different mechanics who have looked at my car recently have all been using the wrong bulbs for you guys to then charge be £182 and then to go again within 2 weeks is ridiculous.I don’t live near the shop and had to pay to get there and back home whilst you had my car and had to drive on a motorway with no lights on my car.I trust this will be escalated with a full refund and I expect your call by lunch time tomorrow with a solution.Regards,Tamsin RandlesDA68 GXS VAUXHALL ASTRA.

The car I wanted to test drive and was told I could was blocked in by other cars so test drove a different upgraded model, which I didn’t like I was going to buy the one I wanted to test drive but hey ho no sale!

I arranged for a recall to be completed by lookers at Helens in relation to the camshaft chain -KUH.Upon arrival I was told I had to sign a waiver otherwise the work wouldn't be done. It was to cover a very specific outcome regarding the "engine management light coming" on afterwards, "sometimes up to 2 weeks afterwards", "it may go into limp mode" etc which was worrying as I'm a. Courier. The staff member detailed the roughly "1 in 3 vans had this issue following recall work". I had to choose on the spot if "I wanted the work done or not and if I wanted to face a potential engine catastrophe or cost to investigate an engine management light coming on afterwards" one far outweighing the other, very coercive and unexpectedly pressurized, my 9 year old son even commented on this and was worried.followimg.After discussing that it was an ex British gas van the staff member said he "didn't think it would be a problem as they don't have any mapping on them to remove emissions issues" to his knowledge.. So hesitantly I signed. The van went in and I turned up later that day as I'd not been contacted as promised and sat for an hour waiting to be seen. When I was I was informed "the inspection was fine, no issues with the chain, it had passed and new oil had been added" ( I had to ask what new oil to use on future services??!!). I was told that "the service light usually comes on straight away following the recall work" by the female member of staff, "mine had not so all should be ok".I went to work the next day and after less than 100 miles the eml came on and white smoke started billowing out.I went to lookers and spoke to the male member of staff who had initially dealt with me, I was annoyed that very coincidentally the eml had come on when the van had ran perfectly since I brought it in October 2025. Flippantly, I was met with responses like, "this is what the waiver is for, other people have tried this, it's nothing to do with our work, you can't say that the eml wouldn't have come on anyway, you just can't say that it wouldn't!!", I said with hindsight I wish I'd not had the recall work done as to quote "the chain was fine", again met with "well that's the choice you had to make and your engine chain could have failed"... No it wouldn't as you've told me it was fine. I didn't believe that the eml coming on was not linked to the recall work undertaken. The worker then said that he would perform diagnostics for free if I get the van to them and take it from there following. He thought it may be an a blue issue as there was an injector issue on the van. I arranged to take the van there that day, after arranging to hire a van at cost of £240 as id already lost 2.5 days work.I was told it would get diagnosed and id be called with outcome. I'd not heard anything so popped in the next day and was told I'd be called when it had got in the garage.Later that day at approx 1600 I was called by a female staff member I'd not spoken to before. I was asked if "I'd changed the ECU at all or if anyone else had" I said no, why? I was told "the fault codes meant that the van would have to be kept for longer as they were not sure what they meant", again I was asked "if I was sure I'd not had the ECU mapped or changed". I reminded her that it had a British gas limiter on it as it didn't go above 70, she said condescendingly "you wouldn't remap for a limiter it's something else that needs investigating", this made me wonder what's going on and how did they not know ??I agreed for the van to remain there until Monday.I called the mechanic I brought the van from and asked what he thought. He thought it was wrong they asked to sign a waiver especially as it then resulted in an eml issue and was an obvious issue related to he recall work, mainly to do with pressures being changed and it throwing out the readings. He assumed a sensor was at fault as this had been his experience of Vauxhall recalls on other vans he'd sold to other customers who then went back to him in the past with similar experiences.I went and got my van immediately.I took the van to him at my cost in nottingham the following Tuesday.Upon inspection a sensor cable had mysteriously and coincidentally come unclipped. He found this suspicious as it wasn't the type of clip that would just come loose especially after driving it since October when I brought the van and then all of a sudden after lookers had had it it became loose. He suspected foul play and the potential for a large repair cost had I left it with them. The dpf was showing 94% full linked to the fault codes, it wasn't full the wire had been unclipped hence the ad blue being put into the system to compensate for the faulty reading or lack of it. He replaced the sensor and performed a regen and all has been well since. Dpf at 4%.Why could this not have been spotted by lookers instead of me being told it needed further investigation? It was obvious to him after 30 mins of looking at the van!!!How on earth did that clip become unclipped coincidentally within 12 hours and less than 10 miles the day after lookers had had the van??Surely it would have been spotted by the trained staff and evident from the fault codes (that apparently didn't make sense)???This has cost me ;5.5 lost days work (1 for the recall work, half a day the following day due to eml coming on, the following 2 days of the week and then the first 2 days of the following week)240 for the repair in nottinghamDamage to reputation as I've had to let a client down on 5 days on regular contract work.This could all have been avoided if the sensor clip had not been partially unclipped, which in my belief was done to present an eml issue which I would then have to pay for at lookers. It is all very coincidental isn't it. I believe that various ad blue faults would have been identified and various system parts needing replacing at a cost of thousands, when actually a sensor clip just had to be reconnected. From Google feedback it doesn't seem the first time this type of "work" has been applied at lookers St Helens.I further feel that holding the proverbial gun to my head when I first turned up in having to sign a waiver is also underhanded, especially as the very fault it was there to protect them from happened so soon afterwards. If this is Vauxhall policy then why did they not issue an update to the recall notice issues in November so that it can be digested and a rational decision made rather than a coerced one upon drop off? I also did not receive a copy of the waiver form?It is all in very bad taste in my opinion. Another local mechanic I have spoken with also shares my view on the underhanded tactics deployed.I'd like to know how this concern can be progressed or if it needs to be escalated as you prescribe on your website involving Vauxhall uk, the ombudsman and or trading standards.

Good afternoon, I booked my car in for a service in November 2025. I mentioned to the service team that the cruise control console is raised and you can see the mechanisms behind it. They assured me they would look into this. Upon collection of my car they said they would need to order the part and would be in contact with the repair when the part is delivered. In the middle of January 2026, I hadn't received a call so I phoned and the lady I spoke to said they are expecting it to be delivered beginning of February but if I haven't had a call to call back. Look had it, I received a call a few weeks later saying the part was in and booked in today (Saturday 21st February 2026). After having my car for roughly 3 hours, I received a text saying... unfortunately its the wrong component and we require to reorder and rebook. No mention of an apology for the time I've wasted and petrol bringing the car in for repair. I find this disgusting customer service for a loyal customer who has recommended family and friends to lookers, who have in fact purchased cars with you to treat me this way. I have a great fear now that I will have to wait another 3 months to hear anything about booking this car in to get repaired for the second time. Plus the fact i'm going to have to book time off work and the inconvenience you have caused me. I'm not happy and want a full explanation as to how this matter will be resolved quickly without me waiting another 3 months for this to get sorted.

Salesman (Nick Barr) was very helpful and gave me good advice and found me a great deal on a model I was interested in. He was very helpful and assisted me with car tax and insurance etc.I would recommend St helens Vauxhall to anyone.

Please contact customer as soon as possible, Customer has emailed called but know one has got back to him.in the last week to say what is happening with his vehilce which ahs been with branch for around 2 weeks now .

Can somebody please have Kyle Smith or anyone else located at the St Helens store to contact me. I had not had an update since Thursday last week. I have phoned and no one answers the call. I have emailed several times. I have spoken to people in South shields several times, who have attempted to put me through and have emailed the senior staff on 3 occasions. I need to know what is going on with my car. I had to cancel a trip today and lost money, which I had emailed that information when requesting an update. Why is it so difficult to speak to somebody at the store???

Friendly, helpful, gave great advice