i want to claim back my delivery costs for moving my vehicle (DK73 CVG) from whitehaven to renault carlisle, carlisle to beckermet and beckermet to carlisle (£490), we were not told by any of your staff we talked to that we could have got renault assistance to move my car free under the warranty until 26/01/26 after the third journey. i spoke to a manager at renault lookers carlisle after my last complaint and he disputed the fact that the car had been taken to renault carlisle on 16/1/26, he has since been shown dash cam footage of the car been delivered then after they refused to accept the car it being loaded back onto the truck. i have spoken to renault this afternoon and informed them of the situation and they said they will contact me again next week to see if it the situation has been resolved.

my renault arkana broke down on monday (12/01/26) in front of a garage in whitehaven cumbria, they did a diagnostic test on it but were unable to to fix the problems and said it needed to go to a dealer ship to be repaired and they could not keep it on site as they did have the room and was it obscuring a service access gate for the train station next door, so had to be moved asap.i got a appointment at your carlisle branch on 27/01/26.i then contacted the garage i purchased the car from as it is still under manufacturer's warranty and he contacted your carlisle branch to see if it could be done at a earlier date and was told it could be taken up to carlisle earlier and they might be able to get to it sooner, i finally was able to get someone to move it up to carlisle late on thursday evening, to transport it on friday. i then rang 01228 517500 yesterday to inform them the car was coming today and was told they didn't think they would accept it and she tried to contact the service centre to ask, but there was to answer she said she would email them, by now it was to late to contact the transporter. i rang again at 8am this morning (16/01/26) and i told them the car was being transported today and i could not contact the transporter, she said she would contact the service team again and they would contact me if there was a problem, i heard nothing so thought they were going to accept the car. i was then contacted by the man who arranged the transport to inform me they would not accept the car, the transporter had already unloaded the car into a vacant customer parking space outside your carlisle garage, when he took the key in and was told they would not accept the car, he was then confronted by a woman on the desk and told he had to move the car or she would call the police (he said she was very rude and aggressive towards him), she said he could leave the car on the industrial estate, but it would get a parking ticket every day it was there, he said what do i do with the key and she said thats your problem. she said they had sent a email to tell me not to send the car, not possible as i did not give my email to them so how could they email me.he had to bring the car back from carlisle to my home, which meant i had to pay twice the transport fee (£340) i am then going to have to pay again for it to be transported back to carlisle on 26/01/26.the man who transported my car said he had never dealt with a situation like this before and said i should complain to you about this matter.

I purchased a car from Renault carlisle on 26th November 2025, i had paid an additional £432 for a minor damage protection insurance policy. I have not received this policy and i have contacted the dealer 5 times to enquire about it. I have spoken to the salesman Mattew wright on 2 occasions the last time was mid December and he said the sales manager was dealing with this and still i have not been contacted, on all occasions no body has contacted me. This is poor service and i am not happy at all with the way i am being treated.

Very rude customer service, withheld mobility vehicle due to insurance payment told direct line they didn't HAVE Vehicle told me vehicle had been ready for sometime but I had refused to pay however incorrect had no phone calls from them and am still in hire vehicle told nothing but lies and been awkward from the get go

Hello I would like to express my gratitude and appreciation in relation to the purchase of my used Nissan Quashqui motor vehicle that I purchased on the 1st of December 2025 at your lookers Renault Carlisle Branch.I was initially assisted byJason the sales assistant working from that venue. This experience was pretty much fluent and professional..It was not until I had driven away in the car that I identified a couple of issues that quite vexed me and I felt we’re not consistent with lookers statement of common purpose and standards.I Initially expressed my concerns and complained to the manager of the branch Kieran.The response I received was far from what I expected from such a reputable dealer.The details of the complaint are now academic as when I expressed my discontent with the initial reply, the details were addressed to the point where now I feel the need to compliment Kieran on his response.These concerns and frustrations I had relating to my complaint were dealt with in an almost inimitable way. This resolution was to me, the true reflection of lockers values commitment and genuine customer service.Not only was I directed to a local lockers to have my issues rectified, I was provided with a courtesy car whilst the car I had purchased was being corrected.The car was not new however I feel strongly that I was treated and dealt with in the manner that was consistent with a new car purchase.Personally, coming from a professional standards background, I feel like credit should be conveyed and mentioned so that individual professionalism it’s highlighted and unidentified.I feel in particular that Kieran, the dealership manager should be praised as he personified the true value and commitment of lockers and their customer service.Kind regardsNeil Walker

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