I first raised this as an issue/complaint on the 19/02/2026 with the sales representative and have included the entire email chain below. I would appreciate this being looked into ASAP:Morning Michael,I have asked Lucinda why this has not been followed up, and she has informed me that it has gone above her now. So not sure where this is up to, however if you do wish to make a complaint I have linked the process below.Complaints Procedure | Complain to Lookers | LookersBest,Andy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Volvo Stockport1 St Marys Way, Portwood,Stockport, SK1 2HUAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Volvo Stockport1 St Marys Way, Portwood,Stockport, SK1 2HUFrom: Michael SmithSent: 31 March 2026 01:46To: Andy BrownSubject: Re: XC40 Order Form & Bank DetailsExternal Sender: Confirm legitimacy before acting.Hi Andy,Hope you're well.It's 6 weeks this Thursday since I first raised this and I've still had no formal response. Please can you let me have the contact details of your complaints department and confirm your official complaints process?I don't want to go down routes of bad reviews and ombudsman etc. As frankly I'm not usually that person but its beginning to take the Michael a little bit!ThanksMichaelYahoo Mail: Search, organise, conquerOn Thu, 19 Mar 2026 at 12:37, Andy Brownwrote:Hi Michael,I did ask my service department to follow up on this.I will chase again.Best,AndyAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Volvo Stockport1 St Marys Way, Portwood,Stockport, SK1 2HUFrom: Michael SmithSent: 19 March 2026 00:41To: Andy BrownSubject: Re: XC40 Order Form & Bank DetailsExternal Sender: Confirm legitimacy before acting.Hi Andy,I hope you're well.Is there any update on the below?ThanksMichaelYahoo Mail: Search, organise, conquerOn Tue, 3 Mar 2026 at 20:03, Andy Brownwrote:Hi Michael,Thanks for your email, and apologies for the delay in coming back to you. I’ve been trying to speak with my manager and the service team to understand the best avenue to take with this, and with the new plate launch this month it’s been difficult to get the time to go through everything in proper detail. I am still on with this and haven’t forgotten about it.Regarding the health check, I completely understand your concerns. I’d also advise taking some of the advisory points in the video with a pinch of salt — they are designed to highlight anything that could require attention, but in some cases they can come across more serious than they actually are. They’re there as guidance, not always urgent work that needs completing straight away.In terms of the diagnostic charge for the wing mirror, I agree it does seem steep on the face of it. The reason the cost is higher is because the diagnostic time is billed by the hour, and the technicians will have spent time going through various checks and attempting to diagnose the fault before reaching a conclusion. That said, I want to make sure we give you a clear explanation of exactly what was carried out and why.I’ll be discussing this further with my senior service advisor to get a full breakdown of the findings and the diagnostic process, as well as some clarity around the mirror fault and why it has been classed as external damage. Once I have all the information, I’ll come back to you with a proper, detailed explanation and what your options are from here.I completely understand your frustration with the situation, especially given the short time you’ve owned the car, and I do want to help get this resolved in the fairest way possible.Thanks again for your patience, and I’ll be back in touch as soon as I’ve spoken with the team.Kind regards,AndyAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Volvo Stockport1 St Marys Way, Portwood,Stockport, SK1 2HUFrom: Michael SmithSent: 03 March 2026 00:20To: Andy BrownSubject: RE: XC40 Order Form & Bank DetailsExternal Sender: Confirm legitimacy before acting.Hi Andy,Hope you're well.Have you any update on the below?ThanksMichaelYahoo Mail: Search, organise, conquerOn Fri, 20 Feb 2026 at 10:30, Andy Brownwrote:Hi Michael,Apologies for only just getting back to you, I was off yesterday.Thank you for your email. I’ve read through everything you’ve outlined, and I’m really sorry to hear how things have gone so far. I completely understand your frustration, especially given the short time you’ve owned the car and the experience you had during your visit yesterday.I’m going to forward your email to our Used Car Manager and also discuss the situation with him and our Service Department so we can review what’s happened in detail. Once we’ve done that, either myself, my manager, or our Senior Service Assistant will be in touch with you. We’ll aim to come back to you next week with a clearer update on the matter.Thank you again for raising this, and I appreciate your patience while we look into it.Kind regards,AndyAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Volvo Stockport1 St Marys Way, Portwood,Stockport, SK1 2HUFrom: Michael SmithSent: 19 February 2026 17:57To: Andy BrownSubject: Re: XC40 Order Form & Bank DetailsExternal Sender: Confirm legitimacy before acting.Hi Andy,Hope you're well.I'm sorry to email you as I appreciate it isn't your concern in some respects but I'm not sure who best to reach out to.Further to my above emails I was in the dealership today, the 19/02/2026, at 9:30 am for the car to be looked over for the fault with the wing mirror. The fault first occurred on the 30/12/2025 which was when I emailed you, I inspected the wing mirror closely for any damager etc. and nothing was wrong which was I then went to try and purchase a new bulb online thinking it would just need changing, this is where I discovered possible known faults or issues and it might be a systems update that was needed etc. and I then emailed you. I have been using the car since and all is fine of course other than the wing mirror indicator light no longer works. Before coming in I have inspected the wing mirror a couple of times and again saw nothing wrong with it at all, it just simply had stopped working.However, after a 3 hour long wait this morning, I was advised that there was external damage to the wing mirror and this wouldn’t be covered under warranty. First off, I'm sorry to be so suspicious but I am almost 100% certain that there wasn’t any external damager when I brought the car in. I appreciate it is possible someone could have clipped the car or walked into etc. and I might not have noticed since December but I honestly don't think so. I look at the car regularly and specifically that wing mirror knowing it's faulty and that’s beside the fact that you can obviously see the external damage now when actually driving the car whereas before no damage was apparent. However, leaving that to one side. I can accept it's a case of tough luck to some extent, it's not Lookers problem, fair enough.My issues are twofold. Firstly, I was charged £225.60 today for someone to look at the car and say it's external damage, it's not under warranty. I could have known that myself and would never have tried to get yourselves to fix it if it was an external issue, I thought it was a software issue etc, that only you would be able to sort. £225.60 for a 30 second video and a picture seems steep to say the least. I appreciate that you'll say a health check is carried out on the car as well but this leads to my second point. This health check has highlighted that the brakes/hubs are an advisory and would need to be looked at for the cost of £585.96. I bought the car in September 2025, I've not even owned it for 5 months and am being told that £585.96 is needed on breaks, £436.80 on the wing mirror and the cost today that I've already paid of £225.60. A grand total of £1,248.36....But it gets better. The two front tyres on the video when the car was advertised were Michelin if you remember. These were replaced with an eco-branded tyre and the reason I was given was the tread on the Michelin tyres was likely too low, but it would appear they were replaced with tyres whose tread is likewise too low. To confirm, I've done a grand total of 600 miles in the 5 months of owning the car, clearly worn tyres were placed on the vehicle and now Volvo are advising me to replace them.To say I'm unhappy would be a bit of an understatement. I really like the car and I thought your service personally was great but I'm afraid this is really putting me of using Lookers Stockport for anything at all and got me thinking of leaving a bad review online. Being charged over £200 to look at the car for all of what must be 20 minutes at most for the result to be told the brakes and tyres aren’t in the best shape on the car we just sold you and the issue you originally came in for isn’t covered under warranty anyway is fairly extraordinary.Please can you let me know who's best to speak to or what avenue to go down to try and get this sorted? I can swallow the wing mirror just about, maybe it was me even though I'm almost 100% certain it wasn't, but £225.60 for today is crazy. Especially when all it has done is highlight how clearly the breaks and tyres aren't up to scratch on a car I've owned for 5 months!ThanksMichaelInline imageOn Monday, 5 January 2026 at 19:02:42 GMT, Michael Smithwrote:Thanks AndyMichaelOn Monday, 5 January 2026 at 16:18:40 GMT, Andy Brownwrote:Hi Michael,I have spoken to Lucinda in our service department who is going to call you to arrange getting you booked in. This week might be a little tight, but she will work with you on the earliest available slot.Best,AndyAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Volvo Stockport1 St Marys Way, Portwood,Stockport, SK1 2HUFrom: Michael SmithSent: 05 January 2026 16:15To: Andy BrownSubject: Re: XC40 Order Form & Bank DetailsExternal Sender: Confirm legitimacy before acting.Hi Andy,I did thanks very much and happy new year to you too!Yes please if you can arrange a booking with the service time, anytime Wednesday or Friday this week or next works if that's possible? If not just let me know a date and I should be able to work around it.ThanksMichaelOn Monday, 5 January 2026 at 14:28:01 GMT, Andy Brownwrote:Hi Michael,Good to hear from you — I hope you’ve had a great Christmas, and wishing you a very Happy New Year as well.Thank you for letting me know about the indicator warning. In most cases, this would potentially be covered under the warranty, depending on what the issue is related to (for example, a faulty indicator unit, wiring issue, or if a software update is required).The best next step would be to have our service department take a look and run a diagnostic to confirm exactly what’s causing it. If you’d like, I can help arrange a booking with our service team at a time that suits you.Just let me know how you’d like to proceed.Best regards,AndyAndy BrownSales ExecutiveT: 0161 864 5668AndyBrown@lookers.co.ukLookers Volvo Stockport1 St Marys Way, Portwood,Stockport, SK1 2HUFrom: Michael SmithSent: 30 December 2025 01:29To: Andy BrownSubject: RE: XC40 Order Form & Bank DetailsExternal Sender: Confirm legitimacy before acting.Hi Andy,Hope you're well and had a good Christmas!All is good with the volvo but in the last week the car has a message saying that there is a left turn indicator malfunction. The front and back indicators seem to be working but the left wing mirror indicator isn't. Im not sure if its just a bulb or something more serious as looking online it seems to have been an issue a few people have had with either a wiring issue or some bug that required a system update.Would this be something covered in the guarantee?ThanksMichael

Good knowledge of the product and was a good experience discussing new car options

We have had issues with Volvo Stockport from day one- we have escalated problem before through dealership at every level and yourselves. I was previously referred to Simon Kemp who dealt with previous issues, however is now none responsive to my e mails.Our vehicle has a second issue with a second air vent, which the adjustment lever has fallen off. The first was repaired under warranty as I would expect. When the issue arose with the second vent we addressed this with Alan Lee h- he assured us that it could be repaired when the vehicle came for service to save us yet another trip to Volvo. However when we sent our vehicle for service we were told it won’t be repaired under warranty and it’s a chargeable repair. However can this even be? The vehicle is less than 2 years old, two air vents have literally fallen apart! Utterly ridiculous!I’m n top of that whilst the vehicle was in for service we were informed of excessive tyre wear to the back tyres- this has only occurred to the outer edge of both back tyres. We were actually told these were new tyres when we bought the vehicle less than 12 months ago. We have now found out the reason for this occurring is the tyres fitted to the rear are not even recommended tyres for the vehicle! They are cheap substitutes which are not suitable for the car.I have just about had enough with lookers Volvo- everything is an issue, nothing is ever resolved properly. Things are not carried out as promised and when you escalate the problem to the relevant people you simply get ignored!I have been made so many promises, promises of compensation, apologies, so on and so forth and yet the issues that have arisen have not even been sorted to a satisfactory level!On top of all of this we also have a rear screen with 3 failed heating elements which you had no choice but to say you would replace, however this should not even be an issue at all!The amount of trips to take the car to Volvo for repair has been utterly ridiculous, we have been back and forth and never to this day had satisfactory resolve to all the issues. I am sick of being ignored, I am sick of listening to the empty promises and I want this resolved to a satisfactory level once and for all.It may sound like small issues. But these have been constant since the day we bought the vehicle. It is tiring and could have been easily sorted, yet Looker have chosen not to sort anything!

Hi,I sent an email on Wednesday and still haven’t received a response, neither have I had a phone call?Like I’ve stated below in my previous email, the customer service is terrible.Please respond with the work that has been carried out on my vehicle, so I can proceed in further action to have my car fixed.RegardsKatie HampsonSent from my iPhone> On 1 Apr 2026, at 12:20, Katie Hampson wrote:>> Dear Lookers Stockport Team,>> I am writing to raise a formal complaint regarding the extremely poor level of service I have received throughout my recent experience with your garage and would like this complaint to be passed onto senior management.>> My vehicle has been in your care for over a month, yet at no point was I provided with meaningful updates about its progress. I was repeatedly assured that Lucinda, and the manager Mark, would contact me with information. Despite being told on at least eight separate occasions that my calls would be returned, not one of those calls was followed up. Ive had to chase for weeks just to understand what was happening with my own vehicle and I still don’t know!>> To make matters worse, the car is still faulty, and now makes a grinding noise when turning. The alarm is still going off intermittently. I expected a resolution or at the very least clear communication. Instead, we were left without updates and now without confidence in the work carried out.>> This experience has been incredibly disappointing and far below the standard I would expect from Lookers. I am requesting a full explanation of what has happened to my vehicle.>> I look forward to your prompt response.>> Kind regards,> Katie Hampson

Hi. I no longer have company car BP21 ANR. I have received multiple texts and emails reminding me that it is due an MOT. I have requested that you stop sending me these reminders because I no longer have the car. I keep receiving the reminders. Please can you add something to your system which allows a driver to say that they don't have the car anymore and to stop sending them reminders?

I posted a Google review and it was suggested I fill in a complaint as well in response.My EX30 developed a fault with the Tyre Pressure Monitoring system, as well an intermittent issue where the key doesn't work, some of the buttons on the steering wheel don't work, the driver alert camera has failed twice as well. There has also been an issue where no lights on the vehicle worked and the central screen was full of utter rubbish.I called Lookers, it took 6 weeks to get the vehicle booked in, when booking in I was sent an electronic form to fill in. At no point did anyone ask if I needed the vehicle to be picked up or do I need a courtesy car, something that RRG offered every time I had a service on my Toyota. So I booked it in and sorted a lift home.Having explained the issues with the car including showing an image of one of the errors, I left it with Lookers Volvo Stockport.About 7 hours later, I was told that they had checked the car and the TPMS was faulty (which I already knew) and needed a new sensor (which again was already known) but the other faults couldn't be found, not even logged in the car. I was then told it needs to come back again for the TPMS sensor to be replaced, why when local garages can get parts same day, I don't know why Lookers Volvo can't.So two weeks later, the same process, car dropped off at 8am again tell them it has loads of other issues that apparently never get logged. I was asked if I needed the car back by a certain time, I said yes as close to lunch as possible as I am busy late afternoon. About 5 hours later, we get a diagnosis report telling us there is a fault with the TPMS, well yeah that is the sole reason it is there and for the work to be approved... Why would I want to approve work that I have already agreed to get done at 8am, that it is being booked in for a 2nd time to get sorted?It goes without saying that the car was not ready for collect anywhere near lunch, in fact it wasn't until 15:15, when I got a phone call (it takes 30 minutes for me to get there) and that is after I can get another lift sorted.On arrival, the TPMS has been fixed, apparently a software update has been performed (which would be good if it was true, as it came back with the same version of software as it went in with) and of course all the other faults aren't logged. Naturally I missed my afternoon appointment because the pointless question of asking when I need the car back from totally irrelevant and I presume just a politeness as no matter my answer, it would make no difference.Additionally to the farce of taking a car to the garage twice, when I got it back, neither of the plastic centres on the passenger side alloys were on properly, there is a huge black glue or rubber or something on the front passenger near side wheel not as well. Given the car was washed by Lookers and the stain is still there, it clearly won't come off.Since we've had it back, the driver camera error has happened again, in fact, I don't think the camera works at all, from it being overzealous and annoying if you dared yawn, you can do whatever you want now and it won't try and tell you off.There is clearly a fault with the car, I have images to prove it, the fact nothing is logged despite all the images to prove it, just means the car is worse then I expected as either it doesn't log faults correctly or it blatantly produces incorrect errors on the central screen.I've complained to Volvo as well, as Lookers aren't able to fix the vehicle and sent them the images.Honestly, this is my first Volvo and we haven't had it a year yet and have already decided we won't get another one, there is one thing it being faulty, loads of new cars have issues. It is how they are handled that matters, and being there is no fault despite pictures showing and the cumbersome fixing at dealers means they aren't worth it.

Staff very helpful, the issue was no parking and stacked cars.

The details of the car were incorrect on Autotrader. When this was emailed to David he didn’t reply and the advert is still wrong on Autotrader & miss leading

Enquired about a vehicle and asked for a quote giving all relevant information but didn’t hear back for 3 days

Salesman didn’t even bother to get part exchange price, just talked about why he couldn’t help me , really poor