The state of my car on collection, went in clean came out disgusting

Dear PatrickI am contacting you regarding the Ford Puma (NX70 JXJ) that I purchased form your dealership in November 2024. The vehicle is currently subject to PCP finance agreement with Redline Finance.Within the first year of ownership that car has a major engine failure and has been diagnosed as needing a full engine replacement. This is a serious and fundamental fault which renders the vehicle unfit for purpose and not of satisfactory quality, as required under the Consumer Rights Act 2015.Given the nature of the defect and the short period of ownership I am not prepared to accept a replacement engine. I am therefore exercising my legal right to reject the vehicle under the Consumer Rights Act 2015 and terminate the finance agreement.I have also emailed Redline Finance to formally notify them of this issue and I am doing the same with you as the supplying dealer. I now expect you to liaise directly with them to arrange collection of the vehicle and resolution of this matter.Please can you confirm receipt of this email and provide me with the steps you will be taking.Kind RegardsStephen MacKenzie

I was asked to contact you after my trust pilot review.At last years MOT there was an advisory for perished front suspension bushes. At this years MOT the bushes had healed themselves as there was no mention of them a year later. The tyres when measured were rounded down to make them seem worse than they were eg driver side rear was measured at 2.6mm but was rounded down to 2mm, being the limit is 1.6mm this is trying to worry drivers.I have been complaining about excessive noise on the front suspension bushes for over 2 years and I keep getting told that while they are perished they are not bad enough to change but the noise is getting worse, worst case is the bushes fail when I'm driving and there is additional damage or an accident.I have a VW all in plan which I expected to keep My Golf R in top working order.

Car was purchased at this branch in January 2025. On Wednesday this week I took it back for a full service and MOT. I was advised to have the two front tyres replaced and I decided to have this done at my local garage. The next day I went to my garage but they were unable to replace the tyres as my car had no locking wheel nut. When I rang the service department at Lookers I was told that I had to take the car back . This morning I went back ( it is an 80 mile round trip from where I live) and nobody seemed to know why I was there or what to do. Eventually the sales person who had dealt with me when I bought the car came, we went to the car and searched again - no locking wheel nut in the " repair kit" that came with the car, or anywhere else in the vehicle. I had to sit and wait until eventually a man emerged from the service area and handed me a locking wheel nut. Nobody offered me an explanation, or an apology, I just left feeling very disappointed and none too happy . I have previously have very good, courteous and efficient service from this branch of Lookers but this experience was not a good one!

Nobody bothered to get in touch with me after the initial enquiry. Even though I did follow up

Polite and knowledgeable

The car was with you due to a recurring problem, (failure to crank) you fitted a new starter motor. but the car broke down again on Saturday 18/10/25 with the same symptons.VW assist attended, their technician carefully checked the wiring and within 45min found a loose ground connection behind the nearside headlight. He was of the opinion that this was the cause of all the problems,but time will tell.

Excellent service as usual, thank you.

I would personally thank the sales team that supported me with test drives of the new Tayron and Passat models on a number occasions that has resulted in me placing an order for a new Passat 272 phev Black edition . I would like to add that Mark Cruse was very accommodating facilitating test drives and answering all or questions enabling us to make an informed choice of our new vehicle now on order . He worked tirelessly to give provide customer support second to none and can't praise him enough for all his assistance . I will certainly recommend anyone to call into your branch going forward.

When I booked service, I enquired about the fabric protection we paid for when purchased car if this could be done. I was informed that you did not deal with this I would have to sort this out I said I was not told this she said she would investigate this and get back to me if I needed to do anything, but she said the car would be cleaned as part of the service. No call received so I assumed this was done.When we collected the car had the same conversation with Amy, she give me the phone number to contact them. When we got to the car it was NOT cleaned.When I completed the survey, I asked for our money back and a phone call to discuss this