Hi Damian,It has now been 9 days since I emailed you, and I would have expected a response by now.When we met face to face, you told me that you would call me the following day to arrange for the vehicle to be looked at and serviced. Unfortunately, I never received that call, and despite my email, I have had no further communication from you.I am quite fed up with the lack of communication from Skoda Stockport. I will now be filing a formal complaint on behalf of my parents with Motability Operations, as well as raising the matter directly with Skoda UK and Lookers Customer Relations.The level of service we have received has been extremely disappointing.Kind regards,Usman Ahmad

I am writing to formally raise a complaint regarding what can only be described as an exceptionally disappointing vehicle purchase experience at Lookers Skoda Stockport.This complaint relates to the purchase of a Skoda Elroq - YF25FXE and follows a period of significant personal difficulty for my family. Following the recent death of my father, my mother required a replacement vehicle after returning her Motability vehicle. My mother is currently undergoing cancer treatment at The Christie, and throughout the purchasing process we were open about our circumstances and the importance of ensuring a smooth and stress-free experience.As long-standing Lookers customers, having previously acquired multiple Motability Skoda vehicles through your business, we approached this purchase with confidence in the service we expected to receive. Unfortunately, that confidence was entirely misplaced.Vehicle Selection and Purchase ArrangementWe visited Lookers Skoda Stockport and met with Kasper, who was aware of our circumstances and requirements.Using the Skoda stock system, we identified an available Skoda Elroq 50 that appeared suitable for my mother's needs and anticipated mileage. Upon inspection, the vehicle was not in a sale-ready condition. The car required significant cleaning, and Kasper highlighted a mark on one of the alloy wheels, assuring us that this would be repaired prior to handover.We explained that we intended to purchase the vehicle outright using cash. However, due to a temporary delay in accessing all of the funds, and with £10,000 immediately available, we were advised that a PCP agreement would allow us to secure the vehicle, make the deposit, and either make monthly payments or settle the balance early once the remaining funds became available.After considering our options overnight, we contacted Kasper the following morning and paid a £250 holding deposit while completing the necessary finance documentation online.During discussions regarding collection, I explained that I live in the South and would not return to Manchester until 23 May. We therefore agreed to collect the vehicle on Monday 25 May at 10:00am. Despite this being a Bank Holiday Monday, Kasper confirmed this arrangement was acceptable.At that time, I specifically queried when the deposit funds needed to be transferred. We agreed that, given my return date, payment could be completed on Saturday 23 May prior to collection.Unnecessary Pressure Regarding Deposit PaymentOn Friday 22 May, my mother received a call from Kasper demanding immediate payment of the deposit. This was contrary to the arrangement previously agreed and caused significant and unnecessary stress to my mother, who was recovering from a recent round of chemotherapy treatment. Despite this, the funds were transferred and the agreed collection date remained unchanged.Collection Day – Bank Holiday MondayWe arrived at the dealership shortly before 10:00am expecting to collect the vehicle.Kasper advised that the exterior of the vehicle was dusty due to being parked outside over the weekend and offered to have it washed. We understood this was weather related and were content to proceed.We completed all required documentation and then encountered a series of issues that should never occur during a vehicle handover.Firstly, when retrieving the V5 documentation, Kasper discovered that the vehicle was still registered under a disabled taxation class. This required an unexpected trip to the Post Office, where I personally paid for six months' vehicle tax before we could proceed.Secondly, it emerged that one of the vehicle keys was incomplete and missing the key blade. We were informed that a replacement had been ordered and would be sent to us (at time of writing this has yet to be received). While a solution was offered, it raises obvious questions as to how a vehicle could be deemed sale-ready without a complete set of keys.Most significantly, when we were finally taken to the vehicle itself, we discovered:• New damage to the front bumper.• A vehicle interior that had clearly not been properly valeted.• Food waste, rubbish and dirt remaining within the cabin.• A generally filthy and unacceptable standard of presentation.The condition of the vehicle was so poor that we refused to accept it.Manager InterventionFollowing our refusal, Kasper consulted his manager, Jamie.To Jamie's credit, he immediately acknowledged that the bumper damage appeared to be new and arranged for it to be repaired that same day. He also agreed that the interior condition was unacceptable and assured us the vehicle would be professionally valeted and ready for collection by 3:30pm.As our transport had already left, Jamie provided us with a courtesy Elroq. However, it was supplied with approximately 40 miles of charge, barely sufficient to allow us to return home and later collect the vehicle.By this stage, my mother and I had spent approximately one hour and forty-five minutes at the dealership without receiving the vehicle we had arrived to collect.The simple question remains: Why was the vehicle not ready?The collection appointment had been agreed in advance. The dealership knew exactly when we were arriving. Yet the vehicle was clearly not prepared to even a basic standard expected of a used car retailer, let alone one representing both Lookers and Skoda.This raises several important questions:1. What are Lookers' standards regarding vehicle preparation prior to handover?2. What quality checks are expected before a customer collection takes place?3. What responsibility does a salesperson have in ensuring a vehicle is genuinely ready for delivery?4. What standards of valeting and presentation should customers reasonably expect?Based on our experience, none of these standards were met.Further Issues During Final CollectionI returned alone later that afternoon as my mother was feeling unwell due to the heat and ongoing treatment.The bumper repair had been completed to a high standard and looked excellent. The previously identified dirty area within the vehicle had also been cleaned.Jamie again apologised for the situation and offered what he described as a £200 goodwill gesture, which would require me to provide a receipt for a future purchase.I explained that I was not seeking compensation at that stage. I simply expected the experience that any customer should receive when purchasing a one-year-old vehicle:• A vehicle prepared to an acceptable standard.• Complete documentation.• Complete keys.• A professional handover.• Delivery against agreed timescales.During this discussion, Jamie advised that:• The situation was not Kasper's fault.• Kasper should never have arranged a Bank Holiday Monday handover.Respectfully, I disagreed. As a customer, I had agreed collection arrangements directly with your business. Internal operational issues are not the customer's responsibility. Expectations had been set and accepted by Lookers, and it was entirely reasonable to expect those commitments to be honoured.Unfortunately, the conversation became increasingly uncomfortable. Jamie was repeatedly pressing the £200 offer and was, at times, standing uncomfortably close and appearing confrontational. The interaction became awkward to the point where I simply stated that I wanted to collect the vehicle and leave.Yet More Evidence of Poor PreparationAs I drove away, I noticed through the rear-view mirror that it was still filthy, with a large smear of dirt directly in the driver's line of sight.I turned around and returned to the dealership. Kasper retrieved cleaning materials and cleaned the mirror himself while Jamie again reappeared. By this point I was simply exhausted by the situation and chose not to engage further.Upon arriving home and carrying out a more detailed inspection, I discovered further evidence of poor cleaning throughout the vehicle, including:• Food debris within the rear armrest.• Dirt on the backs of the front seats.• Dirt and residue around the rear ventilation controls.• Additional areas that clearly had not been cleaned.Given my mother's circumstances, and because I wanted her to have a vehicle she deserved, I personally cleaned and disinfected the interior myself.Impact and ConclusionThis vehicle was purchased at an emotionally difficult time for our family following the death of my father and during my mother's ongoing cancer treatment.What should have been a straightforward and positive experience became stressful, frustrating and deeply disappointing.As someone who works professionally within customer experience, I can honestly say that this is the worst purchasing experience I have encountered.The issues were not isolated incidents. They represent systemic failures across the entire customer journey:• Poor expectation setting and delivery.• Inadequate vehicle preparation.• Unacceptable standards of valeting and presentation.• Poor ownership and accountability.• Uncomfortable complaint handling.• A situation that ultimately required the customer to resolve deficiencies themselves.Purchasing a vehicle is one of the most significant financial commitments many customers make. The expectations we brought to this transaction were not excessive; they were simply the minimum standards any reasonable customer should expect.I am not writing solely to seek compensation. Rather, I believe senior leadership should understand the experience being delivered under the Lookers and Skoda brands so that meaningful improvements can be made.That said, given the circumstances, the stress caused to my mother, the significant inconvenience we experienced, and the fact that we ultimately had to rectify aspects of the vehicle preparation ourselves, I would welcome your views on what Lookers considers an appropriate resolution.I look forward to receiving your response.

Hello. Thanks to the good treatment and patience shown by the relevant official.

We purchased an ex demonstrator on the 30 April. When we collected it there was a small stone chip on the car. It was agreed that a touch up pen would be ordered at Lookers cost and posted to us. When we arrived home there was an issue with the Skoda Connect so I tried to find the manual in the car, but unfortunately the manual was for a Octavia and it was in Polish so I rang the following day and it was agreed an English Karoq version would be sent with the pen. I have emailed numerous times for the last four weeks and have been fobbed off that they will speak to parts and get back to me. I am still waiting.In all honesty communication has been poor throughout the whole process of buying the car with repeated emails and telephone calls having to be made to get answers for basic things, it felt as if you were doing us a favour by selling us the car, however we let that slide as the staff were friendly when we arrived to collect the vehicle. I never completed the feedback form at the time of purchase because I wanted to wait to see if what was agreed actually happened and it hasn’t as of yet.For something that should be so easy it has been exceptionally difficult to try and resolve.I am only emailing you out of frustration in the hope that you can resolve this for us.

Salesman unable to make decisions without asking his manager, communication was poor, cars way overpriced compared to competitors.Could not even tell me the exact mileage.

There's an intermittent fault on the display unit of my car. It's been there since I purchased it (Jan 2025). The car has been in for diagnostics twice, but the fault has not been identified. After the first visit, I was asked to video the fault, which was not easy, as it's unpredictable, but I managed to record it for the second fault visit (03/03/2026). When I collected the car, the Service Administrator said that if the fault is still happening, video it again and he'd then arrange to get the unit replaced on warranty. That also took a while, but I now have a video.My complaint is that I'm now unable to discuss it with anyone. In the last week, I have spoken to the booking team twice and also direct to the dealership in Stockport three times. I have been put on hold a few times and also been told three times that someone will call me back, but no one has. No excuse for that, it's simply very poor customer service! You can imagine my frustration.Without the display unit the car’s settings and functions are unmanageable, so it needs to be replaced before it goes completely. Please advise how to get the fault resolved on warranty …

Initial communication was good and received a video. However after querying a price reduction the seller came across as a tad passive aggressive in his reply. Needs to be a bit more professional in his response. I’m dealing with other Skoda main dealers & they’re a lot better with communication. Also no follow up response to my last email.

We bought a fairly new Kodiaq from you recently. The car is fine, but there is no umbrella in the driver's door.

I am unsatisfied with my request to find different vehiclePlease contact me again

It took 2/3 days to get back to after a couple of emails.