we bought a vehicle in March 2024 from Lookers Preston, we bought 2year extra warranty at that time in addition to standard warranty.we had to sell the car last year and requested for a refund for the extra warranty that we paid.we were informed by Lookers Preston that it will be done easily, but later informed to contact.RAC advised as the warranty doesn't start until March 2026 they cannot cancel but the dealership should do that. we have been contacting Lookers Preston since Sep 2025 on multiple occasions regarding this and each time reassurance given that this will be sorted soon, and it has been verbal always. we are unable to get the refund or inform ombudsman services sine there is no formal reply from Lookers.we were given a phone number to contact by Lookers Preston today when went to discuss - this again went to RAC and they have informed and sent their stand today after phone call again.agreement number LOOK1119784, 18/03/2024, MH18RBO.we cannot be wasting our time that can be spent effectively with patients.we have been advised by the advisor when we called the complaints section to file the complaint online.

I booked a MOT at Lookers Preston Blackpool Road but the experience was my worst experienced in 20 years of using Looker services.My MOT appointment was at Wednesday 18th at 1.30pm. Knowing that that the MOT took approx. 45 minutes I advised/ confirmed, when booking, that I would wait while the MOT took place. About 2.50pm I noticed my car standing outside but on enquiring if it was ready I was told it hadn’t been tested. The receptionist gave various reasons for the delay but these were the usual excuses. Reception just didn’t know what was causing the delay.About 3.10pm the car was taken in for the test.Unexpected problems can happen anytime but what is so annoying is:-Why wasn’t I told about the delay on arrival?Did reception know about the delay?.Why didn’t reception check on the car progress and tell me.Why didn’t they speak to me advising me of the situation in that first hour?They must have known. If they had I could have made alternative arrangements i.e rebooking or gone elsewhere.My car wasn’t ready until 4.20pm.At 1.31pm I received a text advising I could check the car progress. The link to me to a booking in page only.At 17.16pm I received another text advising an update. Again the link took me a booking in page only.I still haven’t received the video report.Do I use Lookers in the future?

Not your fault you didn't get 5 stars,I should have followed up with a conversation

What enquiry , I haven’t recently been in contact with the site !!

Dear Sir/Madam,I am writing to formally raise a complaint regarding my recent experience after purchasing an Approved Used vehicle from your Preston dealership.To be clear, the purchasing process itself was smooth and satisfactory. However, my experience since reporting a warranty issue has been extremely disappointing.Shortly after purchase, I identified a fault with the wing mirror puddle lights, which are emitting a visibly damaged and distorted pattern. These units are clearly defective and require replacement. For reference, the affected part numbers are:• Driver side (RHD): 5H2645302• Passenger side (RHD): 5H2645301I have provided images to support this.After initially reporting the issue to the sales team, I was assured that I would be contacted to arrange a booking. Despite several follow-up emails, no one contacted me.I then contacted the service department directly. On my first call, I was told to call back as the relevant person was in a meeting. When I did speak to a member of the team, I found the response obstructive and unnecessarily defensive. I was informed that the vehicle would need to be booked in for a full day of “investigation” to determine the issue, despite the fault being clearly visible and straightforward.Furthermore, I was advised that after this full-day inspection, I would need to collect the vehicle, wait for parts to arrive, and then book it in again for a second full day. This effectively requires me to take two days of annual leave for what should be a simple repair, likely no more than an hour’s work.When I enquired about a courtesy car to avoid taking leave from work, I was told I would need to wait until the end of May for availability — despite raising the issue on 10 February. I was also informed that any courtesy vehicle would need to be collected and returned on the same day, which defeats the purpose as I work in Warrington and require transport to commute.The number of obstacles placed in the way of what should be a straightforward warranty repair is unacceptable. I purchased an Approved Used vehicle from a main dealer for reassurance that any issues would be handled efficiently and professionally. Having recently paid £26,000 for this vehicle, I am extremely disappointed to be made to feel as though I am causing inconvenience by requesting a legitimate warranty repair.I would like this complaint to be formally logged and investigated. I also request a clear and reasonable resolution that does not require me to take unnecessary leave for a minor repair.I look forward to your prompt response.Kind regardsPhilip James.

David weir and Matty were very knowledgeable and helpful with all our enquires . We’re very patient and friendly

Hi,I received a link to book my service with Lookers Preston and the process online was simple however from that point onwards I experienced various issues.The appointment time selected on the website and that which the workshop booked were on different days and when calling to enquire about this the advisor was not helpful and seemed uninterested. On the day of the appointment I checked the vehicle in on time and then was told I needed to pay an additional amount for the "free winter health check" and following showing proof of booking that this was free they agreed however making me feel like I made an error.Following this they checked in my car and said everything was okay to progress and I would get a call once the service is completed. 10 minutes later after I left the workshop they ring to say my service plan does not cover the service. The email and text from the dealership and the website specified clearly that the service is included and on the vwfs portal is also indicates (still to this date) I have a service remaining.The whole experience was extremely poor, I had taken time out of work to ensure the service would be completed and despite having all the necessary confirmations of what had been booked and the costing was told the work would not be completed. It was a complete disregard of my time and what had been agreed. The keys were essentially given back to me to suggest leave the workshop unless you pay. The "free" winter health check was not completed either.Extremely disheartening and poor with no proper communication and lack of knowledge regarding what was going on.

Went to view a specific vehicle, advertised on Autotrader.co.uk but was no longer available.Didn't like supplying all my details before being told it was sold.

I didn’t explain my situation/reason for visiting very well (need to understand about settlement figure for finance) but the question the staff member we saw made ne feel quite stupid - ‘do you know you’re in negative equity?’ He also then mainly directed conversation to my partner even though it was about my car - it felt a bit one sided.

Hi, apologies if you are not the correct person to speak to. But I couldn’t find a generic email on your website. But please can you pass this on for me?I would like to formally raise a complaint regarding my vehicle and the service I have received.My car first went in on 7 January for diagnosis and I then had to wait until 29 January for the repair appointment. The vehicle has remained with you since. I am currently paying monthly for a car that I am unable to use, which is extremely frustrating.I am a loyal Lookers customer and this is my third vehicle with you, which makes this experience even more disappointing. The update link provided is not accurate and I have had to repeatedly call to receive any information. As shown in my call history, I have contacted the dealership over 25 times trying to get updates. The last clear update I received was on 30 January regarding corrosion in the reverse light. I then had to call on 2 February to be told parts were on back order, and on 9 February I was told work had started and I would receive further updates, which I have not received.While I appreciate being provided with a courtesy car, this does not remove the inconvenience, uncertainty, time spent chasing updates, or the fact I am continuing to make monthly payments for my own vehicle which I cannot use.Given the length of time the vehicle has been with you and the lack of communication, I would like this to be reviewed and escalated. I would also like a clear update on the progress of my vehicle and an expected completion date.Please can this be escalated and someone contact me as soon as possible.ThanksShelby Johnson