Dear Sir/Madam,I am writing to raise a formal complaint regarding the above vehicle, which I purchased through a finance agreement with your company. Since taking possession of the car, I have experienced numerous issues — both cosmetic and mechanical — that demonstrate the vehicle was not of satisfactory quality, not fit for purpose, and did not meet the standard reasonably expected at the point of sale, in breach of the Consumer Rights Act 2015.Given that this vehicle was purchased on finance, you are legally responsible for ensuring it meets the standards set out in the Act. The ongoing and escalating faults, combined with the dealership’s failure to address them appropriately, have caused significant inconvenience, expense, and safety concerns.Below is a detailed timeline of all issues encountered.⸻📅 Timeline of Issues27 April 2025 – Test Drive and Agreement SignedI test drove the vehicle and signed the finance agreement. I was assured that several identified issues would be fully rectified prior to collection, including:• Strong smoke smell inside the vehicle• Nail embedded in the tyre• Visible dents• Broken cup holder⸻12 May 2025 – Vehicle CollectionUpon collecting the vehicle:• The strong smoke smell was still present• The nail remained in the tyre• The cup holder was still brokenThese issues were not addressed despite being promised as part of the sale agreement.⸻19 May 2025 – Mechanical Faults Develop• EPC warning light illuminated in the morning• Later the same day, a Start/Stop system error message appeared⸻26 May 2025 – Attempt to Request Exchange (Within 30-Day Policy)I returned to the dealership to request an exchange under the 30-day/1,000-mile policy due to the faults.• I was told no manager was available due to the bank holiday• I was promised a call the next day• No call was received⸻1 June 2025 – Chasing the DealershipAfter chasing, I was told:• The issues were “resolved”, but the vehicle still required a road test• My request for an exchange would be passed to a manager for confirmation⸻11 June 2025 – Exchange RefusedI received an email stating I could not exchange the vehicle due to the finance agreement in place.⸻20 October 2025 – Major Mechanical Failure (Limp Mode)The vehicle entered limp mode.Lookers stated the earliest available appointment was 17 November 2025, nearly a month later. Due to safety concerns, I sought immediate repair at a local independent garage.⸻13 November 2025 – Independent Repair (£631+)The garage diagnosed and repaired:• Air EVAP/Purge Control Valve sticking open• PCV system oil car seal leakTotal cost: £631+, which I have had to pay personally due to the delays in assessing the vehicle.⸻21 November 2025 – New Serious Gearbox FaultUpon driving the vehicle, it entered gearbox emergency mode, preventing the use of gears 1/3/5/7 and posing a significant safety risk.24 November 2025 - Call made to lookers with no response.I called the dealership at 10am and was told a manager would call be back. I am still awaiting a call back⸻📝 Resolution RequestedGiven the extensive faults, repeated mechanical failures, safety concerns, and the vehicle’s persistent failure to meet satisfactory quality standards, I am requesting one of the following remedies under the Consumer Rights Act 2015:Option A — A free-of-charge repair• Carried out promptly• Completed within a reasonable timeframe• Without causing further significant inconvenienceOROption B — Final Right to Reject the Vehicle• Returning the vehicle• Receiving a refund minus a reasonable usage deductionGiven the severity and recurrence of faults, I believe a rejection is now the most appropriate remedy.⸻⏳ Expected ResponsePlease confirm how you intend to resolve this matter within 14 days, in line with your complaints procedure. Should the issue remain unresolved, I will have no option but to escalate the matter to the Financial Ombudsman Service.I look forward to your prompt response.

We went to view a car at this dealership and when the car came out, it was extremely dirty, very muddy and rubbish was left in the car. Also, the mileage on the car was quite higher than advertised on auto trader, almost 2000 miles difference. Overall the process took a quite a long time and was unprofessional.

Quick response from Luke Sasu

Good morning,I wish to complain about the service I received from your branch in Walton on Thames.I had my vehicle serviced for the first time at this branch on the 19th November.The booking was arranged by phone the week before with no issues.However, I was not told on the telephone about the building works going on at the location. This building work is preventing the washing of cars taking place during their service.I attended on the morning and was met by Stephen Penfold. Stephen made no mention again of the issues regarding the washing of the car.Upon attending later that day to collect the car Stephen again neglected to mention anything. He brought the car around where I did not initially notice the car had not been cleaned. Only upon driving a short while later did I notice the inside had not been washed and then subsequently the outside. I did not have time to return as I had a prior engagement elsewhere.I have been in contact with the branch since, however they can only offer that I return the car again at where they will arrange for it to be cleaned at an offsite car wash.I see the effort there, however for me to arrange dropping off the car another time is far from convenient. I would require arranging transport to and from the garage when without my car and would also be without my car for something that should have been addressed the first time.I suggested I take it to a car wash local to me which is more convenient, but I was told this was not possible.I have attached the email from the manager of the site stating this where he recognises things not convenient for me.I am not satisfied with the service, the communication or the subsequent contact since this. Please can you contact me to advise how this service will be recovered.Thank you

customer has called through as looking to purchase another vehicle but is unable to get a hold of anyone on the phone, has tried calling through to other departments aswell in the hopes of getting put through to sales but no answer there either.

The cust has purchased a vehicle which has been rejected due to the condition of the vehicle. The cust service is shambolic. The cust is unaware as to where they are at as no one returns the calls.

Dealt with very efficiently

Hello Max and IzzyAfter being misled initially about you being able to get a car from another branch to your branch, where no mention of us being charged for the transport, we agreed reluctantly to pay the cost of transportation.When I said I would have gone up on the train (£60) and driven it back, you pointed out this would have put more miles on the car getting it home, as Darlington was, and you checked, 286 miles away, and we would save that on the transporter.The advert for the car stated, 17970 miles, and your paperwork today states 17977, (expected few miles for driving to transporter and service etc). However, the car shows, 18263 miles when we collected it. I saw this as I drove out but assumed the 17k miles I had confused with the price, but on checking when we got home I realised there was a discrepancy. So why the discrepancy and why did you fill the “Confirmation of cover” document etc with 17977 miles?On the transportation I queried also the £25 fuel, you stated this was because you would put £25 of fuel in for us to drive away. As the fuel gauge was on the red when we left, we filled the car up with 30 litres, so it cost you £25 for about 10 litres?When I put the navigation system on, “Lookers Walton” was the only entry. This seemed strange and like an idiot I said to Julie, “they probably put it in for when we took it for a service next”. I have now discovered that the reason the mileage is higher, is because despite you saying the “Transporter” would save the mileage on the car, the Navigation history shows it was driven down from Darlington. And surprise, the excess mileage on the car is about 286 miles. And of course £25 would be about the fuel required to drive it down, again another slight misdirection as to the actual case.You were always careful to imply the vehicle would be “Transported” to Walton leading us to assume a transporter, I hope you were not actually aware that it was being driven down.So to summarise:• We were not informed about the £415 delivery cost. When you did tell us, you said £390 for 286 miles. When I queried the difference, you stated you would put £25 in the car for us. (Actually for someone to drive it from Darlington)• The paperwork you produced today stated mileage 17977, not what was actually on the car 18263. No wonder you were trying to get us to sign everything before we looked around the car.• I am now not surprised why you were trying to get us to sign all the paperwork online before we came in and pay before we even saw the car.• We are basically out of pocket by about £300 if you take into account a 1-way train ticket to Darlington and £35 of fuel to drive back.• I realise as well that you said the car would have a full service before we picked it up, but I have no documentation that this has been done. I would be grateful if you can let me know where I can look at this information along with previous services, as I now wonder, did it indeed have a full service history previously and have you serviced it today.It has taken many years for me to put faith back into Lookers since I last bought a car from you. On that occasion at the service your mechanic crashed my car and I was without it for about 9 weeks, and never did get photos of the damage he had caused.This has been a very disappointing experience, and I feel we have been taken as fools and perhaps, the old adage of, “never trust a 2nd hand car salesman” should have been at the forefront of my mind.I was all set as you know to walk away from this car when the transport costs were mentioned, and now I wonder if I should have stuck with my gut feeling and done just that.I look forward to your responses, I guess the double hit of £415 transport costs unexpected, and then someone drove it down when I could have done that, has made me feel a little disappointed.Philip & Julie Buckland10 Hilley Field LaneFetchamKT22 9UX07414959527

customer feels the communication through the entire purchasing process has been poor and near non-existent to where they have only recently received any paperwork regarding their purchase and have had to chase to get it sent to them. also advised they were quoted an astronomical fee for the delivery of the vehicle as they live in teesside and have since managed to arrange transport of the vehicle themselves.

I went to Looker’s in Walton for a service on my Taigo for which I had a monthly service plan.Aesha was friendly, helpful and professional as was her colleague who offered me a drink. We also spoke about service payment plans for when my current one finishes.I waited whilst my car was serviced. The seating area was cold especially when cars were moved in and out of the showroom.There is only 1 disabled parking place so I had to park in the car park and walk down a steep slope which is an issue when you have a disability and balance issues! Fortunately they parked my car outside when the service was completed.I questioned whether the coolant had been topped up as I had been advised by Halfords it needed more but I didn’t let them do it as I was bringing it in for service! Aesha checked with the technician and assured me it was ok - I still question it?Cars are currently not being cleaned/washed due to building works but I was not advised of this when booking or on arrival!As a first time, customer I was slightly disappointed and not sure I will go back!Cherry Coleman