Mr. Brian Leatherbarrow FRCS FRCOphth12a Heyes LaneAlderley EdgeCheshireSK9 7JYCustomer Service and Complaint Resolutions Team,Lookers House,1st Floor, Lookers Stoke,Bede Road,Stoke-on-Trent, ST4 4GU.6 October 2025Dear Customer Service and Complaint Resolutions TeamSubject: Formal Complaint – Poor Customer Service and Lack of CommunicationI am writing to raise a formal complaint in respect of my recent experience with the Lookers Stockport dealership, which has been deeply disappointing given that my wife and I have recently purchased 2 new Volvo vehicles from the dealership — an XC60 Recharge (with a part exchange of our XC90) and a new EX30.Fault with Part-Exchanged XC90A week prior to handing over my XC90, it developed a sudden serious fault. The engine would not turn off. Our local garage in Alderley Edge managed to shut it down for me and advised me to have it checked at Lookers Stockport. After over 2 hours on the phone with the call centre (speaking to 3 different people) I was told I would need to arrange recovery and transfer of the car to Lookers Stockport myself.Eventually, I managed to speak directly to the service department and was told by one of the employees (Ruby) that the car could be towed to Lookers Stockport that same day. I arranged a recovery at my own expense. However, 40 minutes later the tow truck driver called me to inform me that Lookers Stockport had refused to accept the car, claiming there was no space for the car and questioning whom I had spoken to. The tow truck driver informed me that the staff had been extremely rude and dismissive. When I told the driver about the call with Ruby, which he quoted to the staff, the driver was told, ‘She’s new and doesn’t know what she’s doing.’ The car had to be returned to our local garage in Alderley Edge at additional cost to me.I raised this issue with a member of the sales department at Lookers Stockport, who promised me that it would be escalated to a manager who would call me. I didn’t receive a return call.The car was later recovered, again at my own expense, and taken to Lookers Stockport. I received no updates about the car when it was at Lookers Stockport and had to continually chase for information. It took a total of 11 days to diagnose a leaking sunroof (that had never been used) that had supposedly damaged the car electrics. I had to hire a car during this time.New XC60 Delivery IssuesWhen I arrived at Lookers Stockport to collect my new XC60, I was informed that the front and rear cameras I had ordered and paid for had not been fitted, despite the car being on-site for a week. I was not informed about this before I left home to collect the car. I did not want to drive the car without the cameras, but I was left with no choice. I was told the cameras would be installed overnight sometime over the course of the following few days and the car would be collected from my house and returned. Again, I had to chase for updates, only to be informed about further delays due to staff shortages. The work was eventually carried out during the day and I was provided with a courtesy car for a day.Vouchers and ReimbursementFollowing the tow truck incident, I was told by the sales representative that I would be offered vouchers as a goodwill gesture. Nothing happened however, and I had to chase this as well and was eventually told to purchase £100 worth of vouchers myself, provide the receipts, and I would then be refunded. The car recovery process cost me £400 in total to tow a vehicle your staff had accepted and booked in. I have received no written apology for this.Summary of ComplaintMy complaint is not about a single employee or even about the financial cost, although the costs I incurred were significant. It is about the consistently poor communication, lack of accountability, and very poor basic customer care throughout this process.If this is the standard of service following the purchase of 2 new cars, I am very concerned about the standard of the post-sale service I am likely to experience.I expect a formal response to this complaint, along with appropriate steps to resolve the issues I have raised and to prevent similar experiences for other customers.Yours sincerelyMr Brian Leatherbarrow FRCS FRCOphth Consultant Ophthalmic & Oculoplastic SurgeonMobile No: 07919 992459

Hello,Please see email chain below. It is now over 3 weeks since being told my £250 reservation fee was being refunded, and numerous chaser emails to the branch, I am still awaiting my £250 reservation fee refund for an XC60 I reserved online at lookers volvo Stockport. The car is linked in the email below, and the reservation email is shown in the screen grab below.Please can this refund be progressed urgently, as this is not fair.Regards,JackSent from my iPhoneOn 5 Oct 2025, at 16:38, Jack Hugillwrote:Please can you issue my £250 refund for the Volvo XC60 I reserved online, but did not purchase - it is terrible customer service that I have not had a single reply to my emails asking where my refund is. https://www.lookers.co.uk/volvo/used-car/volvo/xc60/2-0-b5p-plus-dark-5dr-awd-geartronic/id/723672Jack HugillOn 3 Oct 2025, at 18:52, Jack Hugillwrote:It is now 3 weeks since you agreed to process my refund, please can you advise where my refund is?JackOn 1 Oct 2025, at 18:24, Jack Hugillwrote:I still haven’t received my refund - it is now approaching 3 weeks since I was unable to accept the vehicle and the refund was to be processed.Please can you advise when I will have my refund.JackSent from my iPhoneOn 29 Sep 2025, at 11:57, Jack Hugillwrote:Hi Andy,Any update on this, as the refund hasn’t landed?Thanks,JackSent from my iPhoneOn 25 Sep 2025, at 15:06, Jack Hugillwrote:Hi Andy,Just a note to let you know that the £250 refund hasn’t arrived in my account yet, and it’s 10 working days since my visit.If you could chase up, that would be much appreciated.Thanks,JackSent from my iPhoneOn 12 Sep 2025, at 15:42, Jack Hugillwrote:Understood - if you change your position on the price, let me know.JackSent from my iPhoneOn 12 Sep 2025, at 15:08, Andy Brownwrote:Hi Jack,Thank you for your email. As discussed, the vehicle is a used car, and while we do our best to present it accurately, some imperfections are to be expected.I can confirm that your £250 reservation fee refund has been processed. Please allow up to 10 working days for the funds to appear back in your account.Kind regards,AndyAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Stockport VolvoSt Marys Way, Mersey Street,Stockport, SK1 2HYFrom: Jack HugillSent: 12 September 2025 14:46To: Andy BrownSubject: Re: Terms of Business DocumentExternal Sender: Confirm legitimacy before acting.Hi Andy,Just confirming in writing our conversation today.After my 260 mile round trip, due to the undisclosed damage to the paintwork and lack of flex on the price, I am unable to proceed with the purchase.Please process my £250 reservation fee refund as soon as possible.Regards,JackOn 12 Sep 2025, at 09:18, Andy Brownwrote:Morning Jack,Apologies I was out of the business yesterday.That is just the registration of the warranty over to you. Standard warranty on all Volvos is 3 years, that will never decrease.Are you on track for 9:30am?Regards,AndyAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Stockport VolvoSt Marys Way, Mersey Street,Stockport, SK1 2HYFrom: Jack HugillSent: 11 September 2025 13:21To: Andy BrownSubject: Re: Terms of Business DocumentExternal Sender: Confirm legitimacy before acting.Hi Andy,I’ve just received the below - is this from you?The bottom bit reads like the warranty ends in a years time - is this separate/different to the manufacturers warranty which has 2 years remaining?Thanks,JackSent from my iPhoneOn 10 Sep 2025, at 23:54, Andy Brownwrote:Hi Jack,Thank you for your reply, and I completely understand your aim to keep costs down.I just wanted to highlight that the point of sale is the only opportunity to take advantage of these additional protection options. While they involve a small upfront cost, they are designed to safeguard your new purchase and could ultimately save you a significant amount further down the line.For example, products such as the extended warranty and Minor Damage Protection provide peace of mind against unexpected expenses.To make things easier, we can also arrange these on an interest-free 10-month instalment plan, which helps spread the cost without adding any extra financial pressure.It’s well worth considering, as once the deal is complete these options won’t be available.Best regards,AndyAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Stockport VolvoSt Marys Way, Mersey Street,Stockport, SK1 2HYFrom: Jack HugillSent: 10 September 2025 17:23To: Andy BrownSubject: Re: Terms of Business DocumentExternal Sender: Confirm legitimacy before acting.Hi Andy,I’m happy enough with what the add-ons entail, however I don’t wish to add any additional cost to the deal (if anything I’d like to reduce cost!)Thanks,JackSent from my iPhoneOn 10 Sep 2025, at 13:54, Andy Brownwrote:Hi Jack,Thanks for your reply. I’d prefer to go through these with you over the phone or via Teams, just to make sure you’re fully aware of what the options are and how they could benefit you. From your response it sounds like you may be open to them, but it’s more a question of price.With that in mind, let me know when you’re free tomorrow and I’ll arrange a call with my transaction manager so we can go through everything together.Looking forward to seeing you Friday at 10 a.m.Best regards,Andy

I am writing to bring to your attention an outstanding debt of £1,639.30 owed to me by Lookers Volvo Stockport.£672.12 is for a 50% contribution on four tyres, promised by the business manager (Rob Gower) and the after-sales manager (Adam Williams). The remaining £967.18 is for work carried out by Marshall Volvo Nottingham, which was promised by the transactions manager (Mike Blackhurst).This is an ongoing matter related to the purchase of the subject vehicle - all transactions were promised over 3 weeks ago for context. All Lookers employees have correspondence (both verbal and electronically) regarding these issues but no payment has been made. Communications with Lookers Volvo Stockport has been unsatisfactory and frustrating.The funds must be transferred to my account by 1200 noon tomorrow (6 October 2025) by Bacs payment -If the funds are not cleared by 1200 tomorrow I will contact Volvo UK again and escalate the matter to the Lookers CEO. I will also leave numerous unfavourable and negative social media and online reviews pertaining to my dreadful experiences.This is unacceptable and the entire purchase has been a disappointment. The standard of a reputable Volvo main dealer has definitely not been met.I expect a prompt response.

This is not a complaint as such but constructive feedback. In summer 24 I purchased the above car which I enjoy. A few weeks ago i thought that I had missed the 12 month service so telephoned your service booking line. They apologised for not contacting me and booked a service for today. I took my car to Lookers Volvo Stockport for 8.00. I had checked in online.After returning home a very apologetic Linda called me to say my car was not due for a service as electric vehicles are only serviced every 2 years. I asked why your booking desk did not know this. Linda apologised again and said they should have known. I wasted a whole morning unnecessarily. Why is such basic information not know by your call centre and your booking system failed to recognise a service was not required for a 15month old car. This has cost me wasted time as well as your dealership.I look forward to hearing from you.

bought car back in January, had issues straight away with the vehicle, was dropped back to be repaired within a week, was advised couldn't be seen until march and was advised it couldn't be seen till then as too busy. car was in for 3 month being repaired. got it back and issues occurred again and booked back in for September. has been advised that he needs to be present to go for a test drive with technician to replicate issue. has chased again today and advised pistons have grounded in the engine and not been given definitive time scale due to other work they have on currently. customer already has existing complaint on ticket no.79903366. customer is requesting a courtesy car aswell if his is going to be in for another lengthy spell

Really poor experience trying to book a service at Lookers Stockport.The call centre is super loud and I could barely make out what the girl was saying because her colleague was bellowing down the phone to his customer.I did not proceed to book the service as you have no courtesy cars available in the next 2 weeks.

I was attended by Andy Brown throughout our discussions and purchases.Initially Andy was able to answer my queries on the first visit. He listened well and understood we were considering Volvo but not quite decided on the brand.We returned after 4 months having decided on the EX30. Andy was thorough in providing information on all our options.I was a bit anxious about the test drive but Andys calm manner and reassurance put me at ease.Once we decided on our EX30 version he found us an excellent pre registered deal from Glasgow. He arranged transfer, our additional options and it was ready in a week or so.Everything Andy did was efficient and helpful. The manager (sorry forgot his name), introduced himself and came over on the collection visit to check I was happy with everything; making me feel a valued customer.We are very satisfied with our new vehicle and look forward to returning to have the Dash cam fitted.Thank you Andy 10/10, and all. You have a friendly welcoming branch.I wouldn't hesitate to recommend Andy and Lookers Stockport generally.

Dear Sirs,This is an ongoing issue and things couldn't have turned any worse. I am looping in Lookers complains team, so that no one can say they are unaware.The failure to activate my Volvo App subscription and the repeated inconvenience and poor service I have experienced at Volvo Stockport is unacceptable.On 11 June 2025, I took my vehicle (registration K021 SZE) to Volvo Stockport for servicing and requested that my Volvo App subscription be updated. At the time, I was advised it would take 24 hours to activate. However, the app did not become functional.A month later, the issue remained unresolved. I contacted the Volvo Technical Support Centre, who confirmed the problem could not be rectified remotely and instructed me to bring the car back for service.Accordingly, I took time off work and booked a walk-in appointment on 22 July 2025. However, I was turned away by your staff member Sean, who informed me that it was a TIE issue and there was nothing the service team could do. This was a complete waste of my time and unnecessary inconvenience.I raised a complaint with Volvo Support following this incident, only to be told they had not been informed of the situation. Nevertheless, I was again asked to bring my vehicle in for service.On 30 September 2025, I returned once more, having pre-booked a courtesy car weeks in advance, given that I am a parent of three children and rely heavily on my vehicle. After battling heavy traffic to attend the appointment, I was again sent home with the issue unresolved because no courtesy car was available. To compound matters, Sean informed me that the app activation requested on 11 June 2025 had never been successful.This sequence of events is extremely disappointing. I have lost time from work, wasted significant effort travelling to and from your service centre, and have been repeatedly let down by poor communication and failure to provide basic customer service.I therefore request the following:      1.    Immediate resolution of the Volvo App subscription issue, with clear confirmation of the steps being taken and the timeline for completion.      2.    A formal explanation as to why I was repeatedly inconvenienced and why the promised courtesy car was not available on 30 September 2025 despite being pre-booked.      3.    Compensation for the wasted time, travel, and inconvenience caused by Volvo Stockport’s repeated failures to resolve this matter.Look forward to immediate resolution, failing which I would have no choice but to lodge a complaint with the ombudsman.

I picked up some mats on Friday 27 June 2025. Unfortunately I didn't check before leaving. Upon checking later that day I discovered that I had only been given the rear cargo all weather mat. The all weather interior mats are missing. Fortunately I took a photo at the service counter of what was collected. The photo is available upon request. I've been chasing a refund since for the all weather interior mats to no avail. The car is a company lease car under the name of Paul Walker. I've had emails with JustinWilliams@lookers.co.uk and ianseddon@lookers.co.uk and I'm now being ignored by them.

Salesman was very thorough in explaining all options available to me on my enquiry