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

Just obtained on line valuation of my vehicle.

I purchased my vehicle in good faith from Vauxhall Lookers (St Helens) in March of last year (2025). Since then I have experienced an appalling catalogue of faults with it, starting only a few days after purchase. I don't feel confident driving the car without further faults occurring. In particular, I am greatly concerned with the safety of my children since, on two occasions, a fault has occurred on a motorway and another busy road, where we have had to wait for the RAC. Fortunately, so far we have been lucky to be able to pull over but my fear is that one day we will not be so lucky. The last breakdown was a result of mechanical negligence and faulty workmanship from St Helens repair garage. I have received emotionless apologies from the service desk and no accountability from the business as a whole - this is unacceptable!You are a reputable company, and I do not understand how such a faulty car, so unfit for purpose, would escape a pre-sale quality check. This unsafe car should never have been sold and I no longer confident that further faults will not occur on picking my children up or running them around. Unfortunately, I have lost all faith in both the car and your company.I have previously mentioned my dissatisfaction with Simon Bant (the salesman) and asked if it is possible to change vehicles but was not met with any sympathy and told that it would only cost me money.I have recently emailed the Phil McCooey (Branch Manager), David Oliver (After Sales Manager) and Larissa Currie (Front Desk Manager) with a list of faults that had occurred so far in the 10 months I have owned the vehicle and my complete dissatisfaction with the car and service I have received and disappointingly I only received an acknowledgement and pathetic response from Phil, who offered absolutely no solution or resolution to my complaint.Phil said he paid £800 for a check and preparation of the vehicle before it is sold yet after reading the list of faults I have had with this car he didn’t seem to be concerned that these ‘checks’ were clearly not carried out correctly. Who carried these checks out as they were clearly not done to a professional standard?Phil also stated that new tyres were fitted before sale, but the offside near tyre tread was at 3mm and perishing after only 9 months – surely if all tyres were replaced then either none should perish or they all would. I am seriously questioning if any checks were carried out or new tyres were fitted. Surely these are red flags Phil should be aware of before paying for any further checks pre-sale on any more vehicles being driven off your forecourt?I have requested a swap of vehicle but Phil's response to this is that he wouldn’t be able to do an exchange due to repairs having been carried out, time of ownership and the milage of the vehicle. The repairs made have been due to the vehicle being faulty pre-sale, and errors being made by St Helens repair garage – this is quite evident. With regards to time of ownership, this is irrelevant. No vehicle sold should have this many problems within the first 10 months of ownership.It is quite clear Phil, and Simon, are purely interested in sales and not after care of the customer. For the manager of a reputable business this is quite concerning.I am also disgusted at the lack of response, or even acknowledgement from David Oliver, the aftersales manager.I have been shown no remorse and offered no hint of compensation or sincere apology.I have tried to handle this situation to the best I can, however it looks like nothing will be done by Lookers St Helens. I am now left with an unfit vehicle that I have no faith in, costing me a significant amount of money already, and no guarantees more faults or breakdowns will occur.I have no faith in the vehicle which is concerning considering I use it as a family car for my children.I look forward to hearing from you to help resolve this matter.