Good morningWe transferred funds on 30th September 2025, which bank details were verbally confirmed by Ross; I have attached the confirmation. You have had these funds, paid in good faith for 7 days, and we have not had any information regarding the confirmation and collection of the vehicle. Please respond to this as a matter of urgency.RegardsTracey HilditchAccounts Office Supervisor , SpanSet LimitedM:Head Office UK: Telford Way, Middlewich, Cheshire, CW10 0HXT: 01606 737494Like Us? Please leave a review!From: Rob HintonSent: 07 October 2025 09:31To: Tracey HilditchSubject: FW: Chasing Order Confirmation: 11602725 dated 29/09/2025Rob HintonSales and Product Manager , SpanSet LimitedM: 07970 990478Head Office UK: Telford Way, Middlewich, Cheshire, CW10 0HXT: 01606 737494Like Us? Please leave a review!From: Rob HintonSent: 06 October 2025 17:07To: 'Polestarusedglasgow@lookers.co.uk'; 'vehiclecomplaints@lookers.co.uk'Cc: Chloe HampsonSubject: Chasing Order Confirmation: 11602725 dated 29/09/2025I am chasing confirmation of status on reference 11602725 – see attached.Funds were transferred to Lookers and will have clear on Tuesday 30/10/2025.I have received no confirmation of receipt of the funds and no update on the order status.I now find that the order has been removed from the Polestar customer portal.Please can you confirm the status of the order and that the funds have been received.Regards,Rob.

I am chasing confirmation of status on reference 11602725 – see attached.Funds were transferred to Lookers and will have clear on Tuesday 30/10/2025.I have received no confirmation of receipt of the funds and no update on the order status.I now find that the order has been removed from the Polestar customer portal.Please can you confirm the status of the order and that the funds have been received.Regards,Rob.

Dear On Lookers Customer Service Team,I hope this message finds you well.Despite several exchanges with Mr. Russell Jordan (Service Manager), I remain dissatisfied with both the service provided and the subsequent handling of my concerns. I would therefore like this matter to be reviewed by the Lookers Group Customer Service team.Please see attached my formal complaint letter along with email correspondence with Mr. Jordan and a summary of the events for your review.As Lookers Glasgow Volvo is an authorised Volvo dealership, I have also copied Volvo UK Customer Relations to ensure transparency and oversight in the handling of this matter.I would be grateful if you could confirm receipt of this email and advise on the next steps in your complaints process.Thank you for your time and attention. I look forward to your response.Kind regards,Malvern ChikanyaDear Lookers Customer Service Team,I am writing to formally escalate an unresolved complaint regarding the recent service carried out on my vehicle at Lookers Glasgow Volvo on 22 September 2025.Despite several exchanges with Mr. Russell Jordan (Service Manager), I remain dissatisfied with both the service provided and the subsequent handling of my concerns. I would therefore like this matter to be reviewed by the Lookers Group Customer Service team. Please see attached email correspondences with Russel Jordan and a summary below.Summary of Events1.Service Booking and MiscommunicationoWhen booking the service, I inadvertently misread the vehicle’s mileage using the TM function and advised that a service was due.oBased on this, I was quoted for and booked a major service.oUpon collection, the vehicle’s mileage clearly showed it had only covered just over 3,000 miles since its last major service in August 2023, as confirmed by the stamped service history book.oThis means the vehicle did not meet the mileage or time threshold for a major service (normally every 2 years or 20,000 miles).2.Failure to Verify Service HistoryoAlthough I accept my error in initially misreading the mileage, I had informed the booking agent that the car had a major service in August.oThe garage relied solely on the Volvo digital record (which did not include the non-Volvo service) without reconciling it against the physical service book.oAs a professional Volvo dealer, I expected the team to verify the service history before proceeding with unnecessary work or at least make a courtesy call to clarify. This did not happen.3.Disputed Justification for WorkoMr. Jordan stated that the Volvo system dictated a major service because the last recorded service on their digital platform was a minor one (Dec 2022).oHowever, this fails to consider the intervening major service documented in the vehicle’s manual service history.oThis omission resulted in avoidable and unnecessary costs totalling £652.4.Service Quality ConcernsoAuto Start/Stop Function: This feature remains unreliable. I expected a thorough diagnostic or report, particularly since this could relate to the battery or alternator—both of which should be checked during a major service.oWiper Blades: Despite being visibly worn, the inspection report marked them as “OK”. When queried, I was told they were “dirty” and should be cleaned—an unhelpful and dismissive response.oVehicle Wash: The vehicle was not cleaned after servicing, contrary to what I expected as part of a major service package.5.Response from the DealershipoWhile Mr. Jordan offered a complimentary wiper replacement and wash, he refused a refund, asserting that I had authorised the work.oI maintain that this authorisation was based on incomplete information and a failure by the dealership to verify the true service requirements.Resolution SoughtI am requesting that Lookers Group:•Conduct an independent review of the service booking and history verification process at Lookers Glasgow Volvo.•Provide a fair refund or partial reimbursement to reflect the unnecessary major service carried out prematurely.•Confirm what quality assurance measures will be put in place to prevent similar oversights for other customers.I have retained copies of all email correspondence and can provide a copy of the stamped service book as evidence if required.I trust that Lookers will review this matter fairly and respond in line with your complaints policy. I would appreciate a written response within 14 days.Kind regards, Malvern Chikanya

I recently took my Polestar 2 OV72 EZO into Lookers Volvo in Glasgow to have it's MOT test and I asked for a couple of things to be looked at whilst it was in. At the time of booking I asked for the earliest date as I knew as the MOT was due it was close to the warranty expiring, the agent I spoke with in the booking centre (Chris 08.09.2025 14.19) advise me that it would be fine as it was reported before the expiry date and it was due to the branch being busy that it couldn't come in earlier.The car went in and I pointed out the things to be checked, one was the ongoing infotainment system, the other was a knocking noise from the front o/s, on collection of the car I was informed that the knocking noise was no fault found, which was fine as the noise had gone a week before, the infotainment system would indeed need a software update and would cost me £200, bearing in mind I first reported this issue in Sept 2024 when it was in for the recall on this same thing. I was then informed that it has a leak from the N/S/R shock absorber which now has a leak (reported to branch Sept 2024) but previously I was informed this wasn't leaking, In order to replace this, it would be £500.I asked would these not be covered by warrant as both had been reported whilst the car was under its manufacturer warrant, to which Liz said no the warranty has expired. I was then informed that I've never had the car serviced so goodwill wouldn't be accepted. I booked the car in to be serviced Sept 2024, and the service was not carried out (again Lookers Volvo Glasgow) as they claim it was serviced by Arnold Clark when I bought the car (screenshot from AC app). I know this was not the case as I know the people at Arnold Clark personally and we even had this discussion that I would wait till it had done its 20,000 miles and tend to it then. The service was to be provided by Polestar FOC as it was it's first service.I have attached the supporting documents for you to view. I have called the branch 3 times in the last week and still neither Liz or Angus has called me back to discuss how I can resolve this. I use this car for work and it's critical to what I do and now whilst on the road (I cover the UK) I'm having issues getting it to charge. I would appreciate if someone to please pick this up and help me resolve these issues.

Came into the showroom at 10.20 and told the receptionist that I was in to buy an XC90 model. She said a salesperson would be right with me. 30 minutes later, having not been approached by anyone, I felt ignored and frustrated as I could see several salespeople sitting at their desks in front of their laptop, and so I left.

car went in for MOT and health and check, Tuesday 30.09. Got the car back and everything was okay. Cust drove yesterday the windscreen was steamed up. Demister was turned on but no hot air to the wind screen, it was working before the MOT. Cust called to get the car back in but they are unable to get it in till 30-10, cust is not happy to wait another 28 days, he would like it in sooner.

On 10 September 2025 I booked a Waiting Appointment for a service and first MOT on 2 October 2025 (today). A Waiting Appointment is not well defined and says only“ Please arrive 15 minutes before your agreed waiting time. On arrival, your designated service advisor will advise the exact length of time your vehicle will be with us in order for the required work to be completed”. All I had to go on was the fact that my two previous services of this type had lasted approximately two hours and I think that was a reasonable expectation for this service. I turned up ½ an hour before the scheduled appointment start. In the event the gentleman at service reception said it would take 2 – 3 hours and when I said “Oh” he said that was because this was a big service. So be it, that would have to do, not a big problem.In the event, it took over 5 hours (9.30 am – 2.40 pm). Much of this time my car was parked outside – I could see this from the seating area. Perhaps I was not in the queue. It most certainly did not take 5 ½ hours to do the work. Several approaches to the Service Desk elicited responses such as “waiting for paperwork”. Little comfort as I sat, by now alone, in the draughty waiting area.This is an appalling level of customer service and expectation management and reflects badly on the Volvo and Lookers brands.Regards

Thank you so much Ryan for all your help and supportive information in our transaction with my new car.I can honestly say that you conducted our transaction in in a very professional manner.Thank you very much.Catherine.

Please find attached a complaint for mis-selling and previous complaints reference is CRM00056649 or ref CAS-31712-K6K9H2Looking for my acknowledgment with standard paperwork within 5 working dayscustomer initiating that they were mis-sold during the sale.

Im being asked to fill in a reviewBefore I do so..its Trustpilot…so reckon that will be published in the public domain..Ill inform you firstly that way the dealership at least stand a chance of doing something about itLast week Wed 24thCar went in came back out HILLINGTON GLASGOWService and Mot all doneActually said to my wife reckon Lookers might score a 9 or a 10 here 👍Then went back out to my car the day I got t back (Thursday 25th) and realised I had a new scratch on the back ¼ panel and scrape on the wheel archWhilst car was in to the dealership !Spoke to them sent them picturesThat was last weekSince then..nothingReckon they are hoping I just go awayHHHmmmmEwanPs I can send you pictures as well if youre interested ..or maybe you will take the same ignore him itll go away approach ?Ewan H BlairPartnerCorum Property