Dear Customer Services,I would like to provide feedback regarding my recent experience with the service department at Lookers Renault Chester.My Renault Arkana was recovered to the dealership on 10 April following a breakdown caused by an electrical engine fault message and a failure to restart. The vehicle was subsequently diagnosed with a fuel pump fault and repaired under warranty, for which I am grateful. The vehicle has since been returned to me and is currently operating normally.My concern is not with the repair itself, but with the level of communication throughout the process.For several weeks I was unable to obtain a clear update regarding the status of the diagnosis, the nature of the fault, or the expected repair timescale. Despite requests of updates (starting from me) , information was often unavailable or inconsistent, making it extremely difficult to understand what stage the repair had reached and to make practical arrangements while the vehicle remained off the road.I was also disappointed by the handling of my requests for a courtesy vehicle. Given that the vehicle remained off the road for an extended period, I raised the matter on several occasions. However, the possibility of a courtesy car appeared to be dismissed immediately and no meaningful alternative solution or follow-up was offered.Whilst I appreciate that courtesy vehicles may be subject to availability and specific terms, I would have expected clearer communication regarding what options, if any, were available during such a lengthy repair period. The absence of any practical support added considerably to the inconvenience caused by being without my vehicle for several weeks.In addition, a vehicle health check was sent to me shortly before collection ( I was completely unaware of the fact that the car was almost ready), but no explanation was provided regarding the actual fault that had caused the breakdown at that time. This added further confusion and required additional follow-up on my part in order to obtain basic information about the repair.Following collection of the vehicle, I also discovered that the MOT had not been carried out. Whilst I appreciate that the MOT remains the owner's responsibility, the vehicle had been in the workshop for approximately one month and the lack of clarity regarding what work had or had not been completed resulted in further inconvenience. I subsequently arranged and paid for the MOT independently.I appreciate that workshops can be extremely busy and that staffing pressures can affect turnaround times. My feedback is therefore not about the length of the repair itself, but about the lack of communication and clarity throughout the process. Better and more proactive updates would have significantly improved the overall customer experience and reduced a great deal of unnecessary uncertainty.I hope this feedback is helpful and can be used to improve communication with customers in similar situations in the future.

purchased car back on 18th April and since then has had a few issues with the vehicle, has attempted to notify Craig Phillips of the issues but no response back. Issues are tyre pressure sensors, 12v battery and slow puncture. now looking at rejecting the vehicle.

I purchased a vehicle from lookers Chester in January including the RAC premium maintenance and repairs policy, which I was advised by the salesman that if I had any faults with the car during the extended warranty period, my vehicle would be fixed free of charge under the policy. I have recently had a fault with the car, I reached out to lookers to get it booked in who then advised me of the extra costs. I contacted RAC to clarify the policy, at which point the RAC advisor advised me that I had been miss sold the policy as I would incur charges for using the policy. I have tried to contact lookers Chester on multiple occasions to no success. I would like a refund on the policy.

Good communication and personalised video of vehicle

The sales team were quick to respond to my enquiry. Knowledgeable and able to answer my questions. Despite not being able to make numbers match, they were honest and upfront about it

Dear Sir/Madam,I am writing to express my disappointment regarding the handling of my recent service and MOT appointment at Renault Chester.My vehicle was booked in for 9:15am for a service and MOT. Upon arrival, I was sent a link to track the progress of the work being carried out on my car. Unfortunately, this link did not work and simply redirected me to the Renault website, meaning I had no way of monitoring the status of the vehicle as intended.At approximately 12:15pm, after hearing nothing for over three hours, I contacted the dealership to ask for an update. I was extremely dissatisfied to be informed that the car had not even been looked at at that point, despite having been in your possession since 9:15am.When I booked the car in that morning, I specifically requested that it be ready for collection by 4:00pm. Despite this, I was later informed that the vehicle was still not ready at the agreed time and was not available for collection until approximately 4:45pm.I find it very difficult to understand how a routine service and MOT could take over seven hours to complete, particularly when the vehicle required no additional work other than a brake fluid change. While waiting, I also overheard another customer being told that their service would take around two hours, which further highlights the inconsistency in the time taken for my vehicle.Overall, I am very disappointed with both the lack of communication throughout the day and the excessive amount of time taken to complete what should have been a straightforward appointment.As a result of this experience, I am now seriously considering not returning to Renault Chester in future and instead taking my vehicle to a different garage for future servicing and maintenance.I would appreciate an explanation as to why the vehicle was left for several hours before being worked on, why the tracking system failed to function correctly, and why the agreed collection time was not met.I look forward to your response.Samantha Leon-Dawson

2 weeks ago I picked up my car from Renault Lookers Chester and today they checked it at another service and there is still an oil leak from the gearbox! My car was with them for 1 month and no quality repair has been carried out! I want to know how and when this problem can be fixed? I have had the car for about 10 or 11 months and the car has been with them for maybe about 2, I constantly have some problem with the car! I want a quality repair to be carried out! I want to know if this problem can be fixed by them or should I look for another Renault service!

Subject Access Request - Overdue and No Working Contact EmailI submitted a Subject Access request on 31st March but the 1 month statutory deadline has now passed.All lookers email addresses published for SAR/DPO contact have bounced meaning Lookers have failed to maintain a working route for data protection requests, which a breach of Article 12 UK GDPR.Please treat this as a formal SAR follow up and provide the full response within 14 days.If I don not receive it I will escalate this matter to the ICO.

Not enough staff available to take your enquiry. Staff lacked enthusiasm and knowledge. When we finally got a test drive there was barely 25 miles worth of petrol in the car making it a very anxious experience. To top it off we managed to test drive the car whilst the key remain in the pocket of the sales person at the garage. We were then unable to turn the car off and when we asked the sales person about this he promptly argued that we were wrong and that the car could not be driven away without the key. We beg to differ and meant we were by that point quite certain Renault was not car for us!

The sales person didn't really try to get a deal or knew much about the cars he was selling. It took an ages getting a price for part exchange and then I was told I was in negative equity by two thousand.