I am emailing you to complain about an incident that happened whilst my car was recieving a repair at your Carlisle branch earlier this month.My car was brought into the garage to have fan heater replaced (under warranty)My car reg plate is ME73 DLO this is a renault Captur .Unfortunatly my car sustained some damage to the steering column while the garage were working on fitting the fanMy car is now stuck in the garage awaiting a part on back order .I was provided with a hire car arranged by Lookers Carlisle .During the first couple of days of driving this car a stone from the road has hit the windscreen causing a chip .This has now resulted in a cost of £500 to myself .I have returned the car to the hire company .I am extreemly angry that I have found myself in this situation through no fault of my own .I would like this situation to be resolvedRegardsGary McCartney

this is my rejection letter towards Renault Carlisle-attached file to attachments regarding this

Our customer, CLM, has asked Lookers to consider covering the cost of a hire vehicle, as the previous repairs performed by the Carlisle branch failed, meaning that the driver had to be placed in a hire vehicle.

From: AuroraSent: Tuesday, November 4, 2025 7:00:47 PMTo: Josieb1959@hotmail.co.ukSubject: Renault Captur Espirit Alpine final requestDear team at Lookers (and Renault on cc),I'm reaching out via email to confirm a final request for a solution to an ongoing customer service issue with which you have both been involved. Should no suitable solution be offered within the time frame outlined at the bottom of this email, I will be seeking a further resolution in the form of a full refund in compliance with the Consumer Rights Act of 2015.On the 5th of March this year, I purchased a 1.6 litre Renault Captur Espirit Alpine from Lookers Nissan Carlisle which I purchased with the understanding that it was a new car, off of the production line. On receipt of the car I noticed a manufacturer's defect to the paintwork. Upon further investigation, I discovered that I had been sold an ex-display model rather than the car I expected to receive.I raised this issue with Lookers and began the process of having this issue resolved, but was informed that Renault have not authorised the appropriate work to be completed on the vehicle. I was told that providing the mileage of the vehicle was the next blocker to getting this solved, I then proceeded to provide the mileage on two separate phone calls which took place on the 23rd of July and the 24th of September respectively. A further 6 weeks have passed with little contact and no sign of a suitable resolution.Over the course of this process my perception of, confidence and trust in both Lookers and Renault as brands has been completely shaken and I feel that, despite being missold a product of significant expense, my concerns have been continually overlooked.With all of this in mind and having sought a range of advice, I am now reaching out to you for a final attempt to resolve this issue. If I have not heard further information and the beginning of affirmative action within five working days, I will reach out to Renault directly (as I have done previously).Should Renault then be unable to solve this issue within a further five working days I will begin progressing this complaint further and seek a full refund via the appropriate means.I look forward to your timely response.Yours sincerely,

I'm sure you will all continue to do nothing of any help, but here's the briefest version of where we are• We first advised Renault finance on on 1st of October that our Renault Zoe with leased battery was not working and we wanted to scrap it and were told 'you need to speak to your local Renault dealer, they will know what to do, they need to remove the battery and send it somewhere, then we will terminate the lease'• After a week or so of talking to Lookers Newcastle they confirmed, in writing, they could not remove the battery• We informed Renault Finance, they did nothing• We engaged Renault customer services to help find somewhere that could do the work, they told us that Sunderland, Durham and Middlesborough couldn;t do it, but Hartlepool could• We phoned Hartlepool, they said they couldn't do it, we got that in writing and again asked Renault Finance to help, got nothing, went back to Renault Customer Services• We filed formal complaints to Renault Finance (October 7th) and Renault customer services (October 16th)• After chasing a few times Renault customer services said Lookers Carlisle could do it (October 22nd) and booked us in for November 4th• Given past experience, we called Lookers Carlisle, were told they never had done it before, could remove the battery, but didn't know what to do with it once removed, suggested it was our problem to get it sent where ever it needed to go, we had an email from Renault Finance with an extract from some Renault intranet which shows it is the Renault servicing departments responsibility, offered to pass that on, offer not excepted. Between 22nd October and 3rd November we attempted to contact Lookers Carlisle servicing department multiple times to confirm if the appointment on the 4th could go ahead, as we needed to arrange transport for the undriveable vehicle. 5 times we were told someone would call us back. The only time anyone called us back was today November 3rd, 3.30pm, less than 24hrs before the booking, to say they couldn't do itSo what can we do next to escalate this?On Fri, Oct 31, 2025 at 12:01 PM Giles Buistwrote:Hey Lookers,I've been trying to get some information from the Lookers Carlisle servicing department for well over a week now. I've been told 4 times, first time Wednesday 22nd October, that someone would call me back, no one has.I phone regularly, most of the time no one answers the phone.In theory I've got a appointment for some work on the car booked in there for next week, but will have to arrange transport for the nonworking car and I'm not doing that until I have direct confirmation from the servicing department that they can do the work, and know the cost.Can you help get the person in charge of the servicing department over there to actually contact me? Responding to this email address is fine or my number is 07736463953.ThanksGiles

RENAULT CAPTUR SJ24 BSSGood eveningApproximately 3 weeks ago my car was booked in at Lookers Carlisle as there was an airbag warning light on Dashboard. The car was in all day for diagnostic check, and just before pick-up was told it needed a sensor and I was to pick up car and book it in for another appointment! I had taken a day off work for this so told the staff I would require a courtesy car but was not prepared to pay for it. The next time they had a car available was today (28/10) I arrived at 0800hrs this morning only to be told I was not down to get a car! However after a bit of searching I was given a courtesy car.I got a call around midday to say my car was ready so picked it up at 1230. Car seemed fine, but by 1500hrs the warning light was back on! From then until 1700hrs I phoned the garage 8 times and phone was never answered.This all comes on top of another incident in July when car went for service and was in 3 days! more warning light on dash proved to be a part needed and the part was coming next day but didn’t come. More time off work !Moving forward, I will ring the garage tomorrow, I cannot take time off for another diagnostic check then another possible job to do. What can be done? Surely this can be done on the same day. It would appear everyones car is checked in at 8 o’clock and its pot luck when it gets worked on!I am not at all happy with the service, I await your solution.Lorraine Barlow

hi.we brought our van in as there was recalls on it..mt15yndafter the third attempt of bringing it as there appeared to be a mix up with the appointments.. the first time it was only booked out for 20 minutes..the second time there was no appointment eventually after the third attempt we were given a courtesy car...we had already waited 1month as the part was on back order...the vehicle has had two of the recalls done but is still awaiting a egr pipe to which you are unable to give us a date for the part to come in.. the vehicle has an mot next month so I'm guessing it will not pass without the fix. there was also a mountain of other repairs that amounted to the bill of 8100£.. being more that what the 10 year old van is worth..one being the egr cooler.. questioning as to where the recall has added to the cooler defect also..... I would like to know as to why the part is not available or when or if the part is available as we are unable to drive the vehicle until this has been fixed due to the stop warning light.I look forward to your replykind regardsl maxwell

Paul explained everything and I was very pleased and much appreciated for all his advice and was a real pleasure to deal with him .very pleasant man Thankyou Paul⭐️

Nothing wrong with the person I dealt with but the apparent price my car is now worth after 22 months is disgraceful

Very patient and helpful service regarding potential personal lease or future finance purchase of hybrid Dacia or Renault.