Dear Sir/Madam,I am writing further to my existing complaint (Reference No. 89531552) regarding my experience at your service department on Saturday, 11 July 2026, concerning the renewal of my EMaC Service Plan. This letter should be treated as additional information and considered as part of your ongoing investigation.During my appointment, I discussed the renewal of my EMaC Service Plan with your representative (Alan Johnson). As part of the quotation process, I was offered the option of including a brake fluid change. I made it absolutely clear that I did not wish to include this item, as I did not require it.Your representative then turned the computer screen towards me so that I could review the quotation before agreeing to proceed. The quotation displayed reflected exactly what we had discussed and did not include the brake fluid change. I accepted the quotation on that basis and was advised that I would shortly receive confirmation.Later that day, I received the original quotation from Alan together with the EMaC Service Plan documentation, both of which accurately reflected the services and price that I had agreed to.However, almost simultaneously, I also received an amended quotation and a new EMaC Service Plan document. This revised documentation now included the brake fluid change that I had specifically declined during my appointment.This amendment appears to have been made after I had left the dealership and without my knowledge, authority or consent. I find this extremely concerning, as it creates the impression that an agreed quotation was changed after the customer had left the premises.When I returned later that day to collect my vehicle, I asked Alan to explain why my agreed service plan had been amended. Unfortunately, he was unable to provide any explanation and instead advised me to contact EMaC directly.Following this advice, I contacted EMaC directly to establish how the amended quotation had been created. During my conversation, an EMaC representative confirmed that EMaC does not generate or amend quotations independently. They explained that EMaC's role is to process quotations and service plans based on the information submitted to them by the dealership.I was informed that the amended quotation, including the brake fluid change that I had expressly declined, was submitted to EMaC by Alan after my appointment. This information raises further concerns, as it indicates that the amendment originated from within your dealership rather than from EMaC, and that EMaC was only processing the information provided to them.Changing a quotation after a customer has agreed to it, particularly by adding a service that was expressly declined, raises serious concerns regarding transparency, accuracy and the integrity of the sales process. As a customer, I am entitled to rely on the quotation presented to me and to expect that no additional services will be added without my informed consent.I therefore request that you carry out a full investigation into this matter and provide a written response addressing the following:• Why was my EMaC Service Plan amended after I had left the dealership?• Who authorised the amendment?• Why was a brake fluid change added despite my clear refusal?• Were any internal procedures or approval processes not followed?• What action will be taken to ensure this cannot happen to other customers?I consider this matter to be serious, as it concerns the potential unauthorised amendment of an agreed quotation without my knowledge or consent. I expect a thorough investigation and a comprehensive written response.I look forward to your prompt response.Yours faithfully,

I booked my vehicle in for a scheduled service at 9:30 a.m. on Saturday, 11/07/2026.When I dropped the vehicle off, I was advised by the service department that it would be ready for collection by 12:00 p.m. I returned shortly before 12:00 p.m., at which point I was informed that the service had been completed. I received the vehicle inspection video via SMS and was told that the vehicle was simply being cleaned and washed before being returned to me. I was therefore asked to wait.After waiting for approximately one hour without receiving any further update, I approached a member of the sales team to enquire about my vehicle. To my astonishment, I was informed that the "service department had already closed and the staff had left the premises".I explained that I had been waiting for over an hour after being told my vehicle would be returned to me shortly. I find it completely unacceptable that the service department closed and left for the day without ensuring that all customers had been dealt with, that outstanding collections had been completed, and that vehicles had been returned to their owners.The gentleman from the sales department did his best to assist me. He spent over 10 minutes searching around the garage before eventually locating my vehicle keys. I appreciate his efforts; however, this should never have been his responsibility. Had I not approached the sales department myself, I have no confidence that anyone would have realised I was still waiting.To make matters even worse, I was not provided with any service documentation whatsoever. I left the dealership with no service invoice, no checklist, no confirmation of the work completed, and no paperwork relating to the service carried out on my vehicle.I am appalled by the level of customer service I received. It is beyond belief that a main dealership would allow its service department to close while a customer remained on site waiting to collect their vehicle. This demonstrates an alarming lack of communication, organisation, accountability, and basic customer care. The way I was treated was wholly unacceptable and has left me extremely disappointed in your dealership.I expect this matter to be taken seriously.I request that a member of the appropriate management team contacts me as soon as possible to explain how this situation was allowed to occur, why I was left waiting after the service department had closed, and what action will be taken to ensure that no other customer is treated in this manner.In addition, I require copies of all service documentation relating to my vehicle, including the service report, invoice, inspection checklist, and any other relevant paperwork, to be scanned and emailed to me without delay.I look forward to receiving a prompt response. Given the seriousness of this incident, I expect both a full explanation and a sincere apology for the unacceptable level of service and the manner in which I was treated.

Hi I’m part exchanging my car, I have noticed today that there’s an outstanding recall on my car, I did get this done however it is still showing as outstanding can this be rectified immediately. As it's been 3 months and 6 days since the work was carried out please see attached.Also, could you email me a letter from yourself on headed paper to confirm the work was carried out and it is an admin error and that you will rectify this.

I am writing to request an urgent update on my Vauxhall Vivaro (Registration: DL75 OFU), which was brought in on Monday 24th June for an AdBlue warranty repair.I understand that internal system issues delayed the repair initially, and it was expected to be sorted by Thursday or Friday. As it is now Monday afternoon and the team is still unsure if it can be looked at today, I am becoming quite concerned about the timeframe.This van is essential for my daily work, and being without it for a week is causing noticeable disruption.Could you please confirm two things for me this afternoon:A firm day and time when the diagnostic and repair work will be completed.Whether a courtesy vehicle or a Vauxhall Assistance loan van can be arranged to keep me mobile while you have my vehicle.

I had my car booked in for a recall on the airbag and I dropped my car and within the hour after dropping my car off I had a call to say they didn’t have the part and they couldn’t complete the service .i feel they could have told me this before i dropped the car either by message or call .i had a paid for a taxi from the dealership into work and had to pay for another taxi to go back and had to make time up at work and get my car and for the repair to not even be completed this was completely unacceptable because I feel the stock could have been checked before I came in and you could have contacted to rearrange if needed.I've also had make the time up at work as this couldn’t be done on a weekend which is fine but I’ve had to do this twice now . I’ve spent a total off £38.91 on taxis on the day you called me the first time to drop my car and for it to not be completed that’s a lot of money to have to do this twice .I would therefore like to request a refund on the first taxi journeys as these could have been avoided if I’d had been contacted prior to bringing my car in .

the vehicle went in on the 26.05 for a recall for cam shaft chain. Problem with the ad blue injector, suppose to send quote on the 28.05 never been received. Verbal £330 but wouldn't put it in writing. Taken 3 people to get through, 10 time the call has been answered 3 times twice declined to have the car. Cust has requested a call from the manager but he is to busy too speak to them. Vehicle health check received and the ad blue is written on the bottom of it. Cust wold like to call the police. She will go tomorrow to get this vehicle so it had better be there and ready for collection.

cust has had the vehicle in the dealership for 10 now and in the hot sun they are just leaving it outside. The car was running but the cust took the vehicle in for a diagnostic. Land departure, battery problem. Another light was on but then going of. Dealership shared a video and the only thin that was wrong. Can you call the cust asap

Hi DarrenThis is another follow up email as stated below on the above subject matter.It is not only unfortunate, but shameful that almost 3 years down the line, Vauxhall Lookers has not been able to resolve this matter despite the fact that the car has been parked with Vauxhall Lookers Star City Birmingham, since October 2024. This appears a deliberate decision not solve the problem.It is further shameful that Redline finance knowing the true situation of the car and my position concerning the direct debit, are still sending me remindal letters of owed amount on the loan. My position remains unchanged. I cannot continue a direct debit of a bad product.On your part, you sent me a letter advising me on how to sell the car and pay off the finance. Why would I sell a car with engine malfunction. To say the least, that was a wrong advice and the very reason I didn’t go with that advise.I responded and asked why Red finance couldn't instruct Vauxhall Lookers to sell the car and pay off the loan.Arguably car loan is in my name. I didn't want to sell the car. All I wanted is for the car to be repaired fit for use and i will reinstate my direct debit. In fact you have caused me so much financial lost. It is unfortunate that the this request has been ignored to date May 2026.Of what use is it, sending me default payment and that my details has been passed on to debt collectors. That appears a joke. Red Finance does not want to impress on Vauxhall Lookers to do the needful but want me to keep paying for a faulty product. How fair is that.Oh! By the way, my car that was dropped for repairs with Vauxhall Lookers Star City in Birmingham, since October 2024, it would appear that it is now being used. Is it that the car has now been sold without my knowledge? Or being used as a fleet car by Vauxhall Lookers Star City.How do I know this? The car has recently been booked for traffic offence. That’s absurd. What is happening. I will be sending the evidence shortly. How was that? Because the V5 is still in my name. Clearly that action presents as a criminal offence against whoever is driving a car that is under dispute. If the car is sold, allegedly, without my knowledge may require a legal action. And if Red finance has a knowledge of this (I hope not) why would continue to be on my back. I honestly need a clarification on this current twist.I look forward to your response on this email as the entire scenario for this car is now a joke.Kind regardsMr Godfrey Obi

Good Afternoon,I am contacting you with regards to some recent and ongoing repairs to my Mokka e. ( SB21 RXK )In March, the car began displaying an “electric traction system error” message. Although the car continued to run without issue, we decided to book it into Vauxhall Lookers Starcity, where it was originally purchased last year, to have the fault investigated and repaired.The car underwent enhanced diagnostics in consultation with Vauxhall, a process that took two weeks. Following this, we were advised that a new 12v battery was required and were quoted approximately £300. We agreed to proceed with the work.The garage later notified us that the car was ready for collection, but then informed us that the total invoice was over £900. After excluding the MOT and diagnostics we were expecting to pay for, the remaining cost was still £400 more than we had been advised. We challenged the price with the garage, who apologised for the failure in communication. Keen to have the car returned, we reluctantly paid.Two weeks after the initial repair, the same warning light reappeared. As a result, we booked the car back into the garage for further inspection. We have then waited a further two weeks for diagnostic tests to be completed.On this occasion, we have been advised that a new fault has been identified, requiring an additional £1,300 of work. However, the garage has indicated that they are unsure whether this repair will fully resolve the issue. If it does not, we have been advised that the air conditioning compressor would need to be replaced at an even greater cost.Despite the car having allegedly been subject to extended checks, these faults were not identified during the original diagnostics. They now appear to be being addressed through a process of elimination, at our expense. I do not believe these issues arose solely due to bad luck following completion of the original work, and I have lost confidence in the original diagnosis and the decision to replace the 12v battery.We purchased the car only 12 months ago from Lookers Starcity, having already spent over £1,000 on engine repairs to our previous vehicle, which was also purchased from the same garage. Since owning this car, we have travelled only 4,700 miles, using it solely for local journeys such as commuting to work and school. With just 38,300 miles on the clock, I do not consider it acceptable for three major components associated with the same fault to be defective. I therefore believe this issue is the result of poor manufacturing rather than normal wear and tear.With two young children, we are unfortunately not in a financial position to commit to an unknown and potentially significant cost for car repairs. Given the very low mileage, these are issues we would not reasonably have expected to arise at this stage of our hire agreement.I would be grateful if our situation could be reviewed and if checks could be carried out to determine whether any special coverage or TSBs may apply to the required works. From my research, this appears to be a known issue. Alternatively, I would appreciate consideration of a goodwill request to help cover the repairs and enable us to finally get our vehicle back on the road.We are long-standing customers of Vauxhall and Lookers, this being our fifth vehicle, and we would very much hope to continue our relationship with the dealership for many years to come.Thank you in advance,RegardsLaura HennMobile - 07733 212 769I also give my wife permissions to speak on my behalf -Jenny Mellor - 07813 709 713

NEVER ENQUIRED ABOUT A CAR ONLY FOR VALUE OF OWN CAR. YOU HAVE SINCE HARRASSED ME OVER MANY UNWARRENTED PHONE CALLS. ALL OF WHICH HAVE BEEN REPORTED TO TPS