I’d like to complain Briefly regarding the amount of time lookers Renault in Chester are taking to repair my car. Reg A1 hwx. I purchased the car in May. I returned the car the same day as it had 2 faults that had not been fixed as promised. The car has a coolant leak also. Lookers still have my car. More than 5 months. I find this unacceptable. Progress updates have been poor. Therefore I seek a prompt reply and resolution. I have also contacted the motor ombudsman as I feel powerless.Kind regardsAndy.

Salesman only interested in ' getting us on the system'. Ridiculous part exchange offer, no follow-up and, despite our insistence on a cash purchase, endless gabbled finance pitch. We enjoyed a professional experience at Arnold Clark and bought a new Clio weeks ago!

Lookers Head OfficeCustomer Services / Complaints DepartmentDear Sir or Madam,I am writing to raise a formal complaint regarding a serious mechanical fault that has developed on my Renault Captur, registration HN70NSJ, which I purchased from your Lookers Chester dealership two years ago.The vehicle has recently developed a significant fault, provisionally diagnosed as a possible head gasket or major engine issue. I have been informed that the high cost of repair is not covered because the warranty expired just one month ago.Serious Pre-Existing Issues and Dealer AccountabilityI must emphasize the following points, which strongly suggest this issue was pre-existing or developing before the warranty expired:•⁠ ⁠Prior Notification: Last year, I specifically informed Craig from Lookers Chester (the salesperson who sold me the car) that I was topping up the coolant/water quite regularly. Despite this significant warning sign being brought to your dealership's attention, nothing was done to investigate or resolve the underlying issue.•⁠ ⁠Evidence of Long-Term Failure: The current diagnosis reveals my coolant tank is completely full with thick oil, which is strong evidence that the engine/head gasket failure must have been happening long before the warranty expired. At only 65,000 miles, a catastrophic engine fault of this nature should not be occurring.Product Reliability, Communication, and Urgency1.⁠ ⁠Model Reliability: I understand that engine/head gasket problems are common issues with Renault Capturs of this year plate. I need Lookers to provide information regarding any manufacturer recalls or known technical service bulletins related to this specific engine.2.⁠ ⁠Warranty Failure: I was not contacted by email, text, or phone regarding the impending warranty expiry. As a loyal customer since 2015 who has bought four cars from Lookers, I expected better communication, and had I been contacted, I would have purchased the extended warranty.3.⁠ ⁠Financial and Legal Urgency: The car is essential for me to get to work. I cannot afford to continue paying the finance on a vehicle that is currently unusable. I need an urgent resolution, as I will be forced to seek advice from a solicitor regarding my rights and my finance agreement if a solution is not immediately offered.Requested ResolutionGiven the minimal time elapsed since the warranty expired (one month), the evidence of a developing fault prior to expiry, and my long-standing loyalty, I formally request that this case be immediately reviewed as a goodwill claim.I need to speak directly with a senior manager from Lookers Head Office within 48 hours to discuss a solution, which must include either the full repair of the vehicle or a substantial contribution towards the necessary repair costs.I look forward to your urgent and substantive reply.Yours faithfully,Michaela jones115 Arden DriveLiverpoolL24 7sjTel number 07784253124Renault Captur HN70NSJ

Good experience, informative salesman

Please see below chain of emails from me trying to secure a refund on a deposit that I paid for the above car 15 days ago. A car which is no longer available for sale as it was sold by lookers chester in February 2025. Although it does still appear for sale in the Web site.I paid a deposit in good faith that the vehicle was available for sale. This is not the case. I have spent hours chasing a refund and also making a 50 mile round trip to try and secure my refund.Completely unacceptable behaviour and situation to be put in from a company!Please review the emails and refund my money within the next 48 hours before I take the matter further.With warm regardsDebra pike---------- Forwarded message ---------From: Deb PikeDate: Sun, 2 Nov 2025, 12:44Subject: Re: Renault twingo DC66 VSUTo: John HulseThe deposit was paid on my amex card. The money was accepted by the company and rightly so should be returned in the same way.To be honest I am totally fed up with chasing this refund and I shouldn't have to do it again.I just want the money returned. I shouldn't have to chase this on my only day off this week. I have better things to do with my time.Safe to say I will not be purchasing any car from any of your dealerships in the future.The email has bounced back as it doesn't recieve incoming emails from email addresses which are not on their approved list.Can you take time out if your busy day to chase this refund as I feel my hands are tied and the company is unlawfully withholding my refund.Many thanksDebra pikeOn Sun, 2 Nov 2025, 11:12 John Hulse,wrote:HI DebraJust to confirm the payment was made on a debit card not a credit card? This is what I was sent by the dealership accountant on the day you visited the normal process is this should have arrived back to the card you placed the deposit on I am not sure why that email has bounced back here is another email for general complaints customerfeedback@lookers.co.ukKindest regards johnJohn HulseTransaction ManagerChester Nissan Renault302 Sealand Road | Chester | CH1 4LQT: 01244 390009lookers.co.uk/nissanlookers.co.uk/renaultlookers.co.uk/daciaFrom: Deb PikeSent: 02 November 2025 11:04To: John HulseSubject: Renault twingo DC66 VSUExternal Sender: Confirm legitimacy before acting.Dear john,I have spent time this morning compiling the below email which I attempted to send to the email address you have given to me reservationrefunds@lookers.co.ukHowever it has been returned as the email cannot recieve messages.I cannot emphasise how frustrated I am with this! I have been more than patient waiting for this refund. I now find myself in a situation where I am unable to escalate this futher.Please can you forward all of my emails and the below email to your complaints department.I look forward to hearing from you within the next 48 hours, after this I will be taking the matter furtherMany thanksDebra pike---------- Forwarded message ---------From: Mail Delivery SubsystemDate: Sun, 2 Nov 2025, 10:51Subject: Delivery Status Notification (Failure)To:Address not foundYour message wasn't delivered to reservationrefunds@lookers.co.uk because the address couldn't be found or is unable to receive email.LEARN MOREThis link will take you to a third-party siteThe response from the remote server was:550 5.4.1 Recipient address rejected: Access denied. For more information see https://aka.ms/EXOSmtpErrors [AMS0EPF000001A7.eurprd05.prod.outlook.com 2025-11-02T10:51:44.632Z 08DE190AFF45EDA1]---------- Forwarded message ----------From: Deb PikeTo: reservationrefunds@lookers.co.ukCc:Bcc:Date: Sun, 2 Nov 2025 10:51:31 +0000Subject: Renault twingo DC66 VSUTo whom it may concern.On the 18th October 2025 I paid, in good faith a deposit of £200 to reserve the above vehicle.I recieved a telephone call on the 19th October stating that the vehicle was no longer available and had in fact been sold in February 2025. May I point out that this vehicle is still showing as available on the website!I was assured that the refund would be actioned on Monday 20th October. I heard nothing futher, I telephoned lookers chester on Thursday 23rd October regarding the deposit. I explained the situation and was assured that I would recieve a telephone call back once they had looked into it. However, no phone call was received. I attended lookers Chester in person on 29th November regarding my refund. I spoke to John Hulse, who again told me he would escalate my refund!I still 15 days later, 2 chase up phone calls, 2 emails and 1 visit in person have not recieved my refund!Allow me to point out that I, in good faith paid a deposit to secure a car which is in fact no longer for sale, as it was sold 9 months ago. I have waited 15 days for a refund. I am now at a point where I have entered my chargable overdraft due to this shortfall of £200 out of my account.I would like to emphasise that this is completely unacceptable behaviour from what I believed was a reputable company! I should not be chasing a refund for a deposit for a car which you are still advertising as for sale on the website.I am demanding a refund of my £200 deposit and would also like a discretionary payment of £100 to cover me bank charges and the inconvenience this has caused, time taken for repeated emails and telephone calls and also a visit in person to lookers chester.If this refund is not in my account within the next 48 hours I shall be taking this further to the ADR scheme, motor ombudsman and trading standards.I do hope this is not necessary, as my time is important to me and I have much better things to do with my time than chasing a refund that I am legally entitled to.I look forward to hearing from you regarding this unacceptable situation that I find myself in.Warmest regardsDebra pike

The worst customer service I've ever had from Steve in service Renault Chester from start to finish, just a catalogue of errors, misinformation, not kept informed of progress or lack of, not returning calls and seemingly a lack what was happening with my vehicle.Here is a list problems I encountered.1. Booked my Clio MT72 POA for a service,MOT and recall 5 weeks before dropping it off at 8.45AM weds 22nd Oct.My vehicle was not looked at until 5PM.2. Steve called the next day (Thurs)to say various parts were required and would beDelivered the next day. I informed him I would be away Fri to Mon so would collect on Tues 28th Oct. When I did not only was the work not completed, parts had still not arrived. At no point was any contact made to inform of progress to prevent a wasted journey. It turns out Steve was on holiday and nobody could see work progress.3. Weds 29th Oct. Left several messages for Steve to call me for progress, when I did was told parts still not received but I should hopefully be able to collect Thurs.By Thurs noon I expected an update, no such luck. Yet again repeated calls to Steve. At approximately 2.30pm was informed work was being done and he would confirm when ready for collection.Called again just after 4pm was informed it should be ready by the time I arrived. Thankfully it was.May I say my faith in the customer service was restored somewhat by Linda and Tracey. They gave me an explanation why there was a delay in work started and an understanding of various issues.Am apprehensive about returning to have the recall work completed and awaiting part fitted. Which I am waiting to book in.In conclusion I feel if had been better informed and felt treated with empathy I wouldn't have felt so stressed and angry.RegardsLynn Baker

Bought elsewhere

Submitted form fields:Customer Web Form Type: General Webform EnquiryFirst Name: EmmaLast Name: PryceEmail Address: emmajade99@live.co.ukTelephone Number: 07837470386Enquiry details: Good Morning,I was just wondering if you could assist with a reimbursement of a tow charge. My car went into the Lookers Renault Garage in Chester for a service in July. During this service it was noted that 2 recalls were required and my car was booked in for an EVC and injection reprogramme. The recall work was completed in September after my car had been in the garage for a couple of weeks as the team at Chester needed advice or support from Renault’s technical team in order to do the recall work. After the work was completed, I drove my car for a week before an engine failure alarm came on, which led to an electric motor failure alarm. I rang Lookers Chester and they were unable to assist with the towing of my car and recommend a company to use. I paid £180 for the towing of my car. After my car was looked at by the team, I was informed the issue was that the fuel pump had broken and this work would be covered under warranty but my tow charge would not be reimbursed. However, during a phone call on the day my car broke down, I was informed that if the recall work had caused the electric motor failure, the tow charge would be reimbursed. Having spoken to 2 independent mechanics, they have informed me that the injection reprogramming would have likely caused an imbalance or shift in the demand of the fuel pump, possibly resulting in its failure. They also informed me that a malfunction in the EVC is usually indicated by the failure of the fuel pump. Therefore, please could you arrange the reimbursement of my car towing fee. Thank you for your assistanceEmmaDealership: Lookers Renault ChesterDealership ID: C37678DF-BFDC-4EA2-B7C6-08240224B2B8Enquiry Type: AftersalesSource: http://www.lookers.co.uk/renault/contact-us/lookers-renault-chesterEngagement Score: 0

Asked for a quote to see if possible to change and gave Sam the salesman all my details and still no reply!

Enquiry details: Good Morning,I was just wondering if you could assist with a reimbursement of a tow charge. My car went into the Lookers Renault Garage in Chester for a service in July. During this service it was noted that 2 recalls were required and my car was booked in for an EVC and injection reprogramme. The recall work was completed in September after my car had been in the garage for a couple of weeks as the team at Chester needed advice or support from Renault’s technical team in order to do the recall work. After the work was completed, I drove my car for a week before an engine failure alarm came on, which led to an electric motor failure alarm. I rang Lookers Chester and they were unable to assist with the towing of my car and recommend a company to use. I paid £180 for the towing of my car. After my car was looked at by the team, I was informed the issue was that the fuel pump had broken and this work would be covered under warranty but my tow charge would not be reimbursed. However, during a phone call on the day my car broke down, I was informed that if the recall work had caused the electric motor failure, the tow charge would be reimbursed. Having spoken to 2 independent mechanics, they have informed me that the injection reprogramming would have likely caused an imbalance or shift in the demand of the fuel pump, possibly resulting in its failure. They also informed me that a malfunction in the EVC is usually indicated by the failure of the fuel pump. Therefore, please could you arrange the reimbursement of my car towing fee.