Poor response from the dealer

I found the salesman's approach to me to be quite lackadaisical. He did n't seem to be that interested in what I wanted and didn't bother to question me to enhance his understanding.

please see attachments for scanned customer complaint

Please see attachments as complaint received as PDF.

The appointment took far longer than needed as no paperwork was prepared in advance.

I am writing to formally follow up on my complaint (Ticket 86890628), which was acknowledged on 16 March 2026 via an email from an inbox labelled “Reputation.” Despite this acknowledgment, I have received no substantive response or update regarding my concerns.For clarity, this matter relates to the purchase and delivery of a Nissan Qashqai (registration LV72 MVP). Prior to purchase, I was assured, both through images/video and directly by your representative, John Hulse, that the vehicle was free from any bodywork damage. However, upon delivery on 4 February 2026, the vehicle clearly exhibited damage to the rear passenger side.This damage was:Immediately identified at the point of deliveryPhotographed by the delivery driverNoted in the driver’s reportReported to John Hulse during a phone call while the driver was still presentDuring that call, I was assured the matter would be investigated and that I would receive a follow-up. Mr Hulse later confirmed that the damage was not present when the vehicle left the showroom. However, despite multiple follow-up emails from myself (dated 9 February, 17 February, and 8 March), I have received no meaningful response or resolution.This lack of communication is both disappointing and unacceptable, particularly given that the vehicle was purchased in good faith based on assurances provided by your team.In light of the above, I request the following as a matter of urgency:A full explanation as to how the damage occurredConfirmation of how Lookers intends to resolve this issueI trust you will treat this matter with the seriousness it warrants and provide a prompt response. Should I not receive a satisfactory reply within a reasonable timeframe, I will have no option but to escalate the complaint further.I look forward to hearing from you without further delay.

I can’t remember who I spoke to but he was very polite and professional. Sadly my wife in the end didn’t like the Captur as first thought

Dear Sir/Madam,I am writing to formally raise a serious complaint regarding my vehicle, which I purchased from you and is currently on finance.Yesterday, while driving on the motorway (M60), the vehicle suffered a sudden engine failure without warning. This created an extremely dangerous situation, putting both myself and my children at significant risk. The car has since been recovered and is now back at my home address.This is not the first occurrence. The vehicle experienced a similar major engine failure approximately three months ago and was returned to you for repair. The fact that the same issue has now reoccurred raises serious concerns about the safety, reliability, and overall quality of the vehicle.Given the nature of this fault, particularly that it occurred at motorway speeds—I no longer feel safe driving this car. I believe the vehicle may not be of satisfactory quality or fit for purpose.As I am currently away and have temporarily lost my voice, I am unable to discuss this by phone. Although my friend called on my behalf yesterday and said that who ever she spoke to on the phone was completely unhelpful and I can say the same from when this happened to me in january.I do not think any of this is acceptable.Due to my lack of voice I request that all communication be handled via email for the time being.Please confirm the following as a matter of urgency:• What immediate steps you will take to investigate this issue• How the vehicle will be safely inspected and repaired• What assurances you can provide that the fault will not reoccur• What options are available should the vehicle be deemed unsafe or beyond reliable repairGiven the severity and repeat nature of the issue, I would also like you to outline my options moving forward, including potential replacement or rejection of the vehicle.I would appreciate a prompt response to this matter.Kind regards,Dawn Hughes-Conroy62 Ridings Saughall, Chester, Ch1 6axtimestep99@gmail.com07930986910

Mis-sold finance

Contacted 3 times and only 1 canned response back