Good afternoon,I am writing to escalate an ongoing issue with a Lex/Medequip vehicle, MT17MUY, currently at Lookers Renault, which has now been off the road since 23 March 2026.The vehicle was originally booked in for injector and anti-pollution faults, however, we are now approaching two months with no resolution. This duration is wholly unacceptable, particularly given the relatively standard nature of the reported faults.In addition to the operational impact, the ongoing hire vehicle costs are continuing to accrue, which raises further concern from a commercial perspective.We have made multiple attempts to obtain updates directly from the garage, with little to no response. The case has also been escalated to Renault, however we have not received any meaningful progress or communication. This lack of visibility and progress is extremely frustrating for both ourselves and the customer.Given the above, we require immediate intervention and request that:A clear and detailed update is provided as a matter of urgency, including current status, outstanding work, and confirmed completion timescalesReasons for the excessive delay are fully explainedConsideration is given to relocating the vehicle to an alternative repairer, where the work can be completed in a timely mannerAppropriate steps are taken to mitigate any further delay and associated hire costsThis situation is having a direct impact on customer confidence, and we need to see urgent action to bring this matter to a resolution.Please treat this as a priority escalation and respond with an update to lexautolease@essentialvm.co.uk at your earliest convenience.Kind regards,Natalie

My complaint is already logged with lookers complaints customer services.Ticket 87924122Created by System on Apr 28, 2026 at 8:59 AM UTC

On choosing our used car Alex was extremely helpful and cheerful. He put us at ease immediately. Whilst I was unfamiliar with the process of the paperwork I e. Taxing car and adding new car to my insurance he took the time out to explain and jotted this down for me. We felt very comfortable throughout the while process.

My complaint is , i dropped my car into Benfield lookers Newcastle to have some issues i was having with warning lights on dash and a gear box problem (bearing in mind the car is two weeks old,) so they told me they could not fix the faults as they did not happen while they had the car.Very dissapointed as the car is now a danger to drive. To top this off when they brought my car around there was a 6 or 7 inch scratch on the drivers side wheel arch ,which i pointed out, it was taken in again and someone had a polish to remove the scratch but the marks on the pictures are still there . When i pinted this out the manager made out they were nothing. I told him the car had jst cost me 19000 pounds and the scratch was not there when i brought it in. He said thats your word against ours. Insinuating i was lying. I am disgusted not only is the car faulty but damage done denied. I want the scratches completely gone like it was when they got it. And an apology for the insinuation that i was lying. This new car has been one of the worst experiences ive had . Absolute disgrace. If i cant reject this car it will be sold.

I handed my car ove r to lookers on 24 april went back today to pick it up and found an 8 inch scratch around driver side wheel arch. After pointing this out an attempt was made to buff it out ,but it still has visible marks which the person who checked it said was " nothing all cars get scratches i told him the car was brand new and had no marks when i brought it in . He said thats your word against ours. In other words he said i was lying. This car had no marks it is new on the 11th april and it was checked all over. I will never use your garage again. The staff were unhelpful and i thought very rude and made light of my complaining. I expect these marks to be fully and professionaly removed and an apology for making light of the situation.

On the 9/6/25 I bought a Renault Clio from lookers in Newcastle. By the middle of August my main key had broken meaning I needed the key re-coaded. Booked this in went for the appointment on the 8/9/25. They discovered I had an oil leak from the gasket. I have all evidence on emails of said leak that mechanics had found on this day. My car was booked in again to fix this problem. After dropping the car off for a few hours I was rung saying that this was a bigger problem and they needed the car for a few days and I would be issued a courtesy car. Car was booked in for beginning of October I was given a courtesy car and (so I thought) the car was fixed. Fast forward to beginning of February my oil light flashed up on my dashboard, I had to put oil in the car. Then my key needed re-coaded again so my car was booked back in when I mentioned the oil leak also but mechanics said there was nothing to suggest there was an oil leak. (This was whilst my car was under warranty). Fastforward to 27th March 2026, no oil again on my car. So over the course of 6 weeks my car needed 1 and a half litres of oil but there ‘was no oil leak’. Booked in again today (17th April)… no warranty now, that ran out in February, they have now found an oil leak from the timing cover and have quoted me £1700 to fix. This appears to be clear and obvious that there has been an issue with the oil leaking from my car since September. I think the fix in October was a cheap fix as my car was under warranty. Now it’s out of warranty they have waited to ‘find’ the leak and trying to charge me an extortionate amount to fix this. I live 50 miles away from the garage and I have had to go travel this numerous times because of these issues which is through no fault of my own and could have been dealt with in September to save me travelling backwards and forwards. I will be taking my car to another garage to get a second opinion. I will be taking this issue further as I feel like I have been completely ripped off with the sale of this car.

I am writing regarding my Renault Arkana and really hoping you can help.My car broke down and I asked lookers if my car was still under warranty, I was then told it had run out by one of your team, I then mentioned that it's a fuel pump issue and my car had broken down completely and that I had heard it was a common fault? I had to have the fuel pump replaced by a garage as my car wouldn't start, and with the information I received from Lookers I knew my only option was to get the repair done privately, the repair was completed on Wednesday 11th March, at a cost of £1,116,80, which I had to take a loan to pay in full.I have since become aware that a recall has been issued relating to the fuel pump system on this model and received the letter on Saturday 14th March. On the letter it states that I may experience a fault with the fuel pump which could lead to breakdown or vehicle failing to start. As the repair is related to the same system that is now subject to a recall, I would like to request that you review my case for reimbursement of the repair carried out a couple of days prior to the recall announcement. As you can imagine this whole ordeal has caused a heck of a lot of financial and mental stress on us.On top of the recall letter I have since found out my car is still under warranty and I was told the wrong information from Lookers Renault which forced me in to paying privately for the repair. I have attached the recall letter, warranty email and some legislation that backs up my points. There are 3 family members all with PCP with Renault through Lookers Benfield and we are all prepared to leave to another brand if this doesn't reach a respectable conclusion and I am more than willing to take it further. I have already been messed around by Renault and they have told me to complain to yourselves as the false information was provided by lookers.I look forward to a response soon.Many thanks.

I have asked for my money back on a RAC breakdown policy I took out on my car not due to start until Dec 2027. Amount to refund me is £359.00. I contacted dealer on 20th March, then told on 25 March policy had been cancelled and you were waiting for the warranty company to refunded the money back to you then back to me I did supply my bank details to Shea ready to do a bank transfer, was told I should receive his refund within the next 10 working days or sooner can this be chased up should not take as long as this.!

Good AfternoonPlease see below a non regulated complaint received via our team mailbox.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: Zoë CoxSent: 16 March 2026 14:25To: customer.services@dacia.co.uk; F and I ComplaintsSubject: Request for Inspection – Engine Noise and Starting Issue (Dacia Duster) NG72XHRExternal Sender: Confirm legitimacy before acting.Dear Lookers Newcastle Service Team and Dacia Customer Services,I am writing regarding my Dacia Duster, which I purchased from Lookers Newcastle on 21 August 2024.The vehicle has currently covered approximately 26,000 miles, and when the manufacturer warranty ended on 22 January this year, I also took out the four-year extended warranty for the vehicle.Since purchasing the vehicle, I have occasionally experienced false starts similar to what you might expect from a diesel engine, despite the vehicle being a petrol/LPG model which has only ever been run on petrol.In addition, whenever the vehicle starts there is a noticeable rattling noise from the engine. I had initially assumed this was simply a normal characteristic of the engine and therefore did not raise it previously.However, I recently had the vehicle’s first MOT carried out by an independent garage, as Lookers Newcastle did not have availability within the timeframe I required. During this inspection, the mechanic expressed concern that the rattling noise does not appear typical and suggested that it may potentially be related to the timing chain or associated components.Given that the vehicle has only covered 26,000 miles, he advised that the vehicle should be inspected by the main dealer as soon as possible.For clarity, the rattling noise has been present since the vehicle was purchased, however it was only recently suggested that this may indicate a potential issue rather than simply being a normal engine sound.In addition, the vehicle has experienced occasional false starts and the stop/start system stopped functioning within the first year. I would therefore also appreciate it if the battery and starting system could be properly tested as part of any inspection.For these reasons, I would like to arrange for the vehicle to be inspected by Lookers Newcastle to determine the cause of the engine noise and starting issue, and to confirm whether there may be a problem with the timing chain or any associated components.Please could you advise on the earliest available appointment for inspection and confirm whether this matter may fall within the scope of the vehicle’s warranty or extended warranty cover.I look forward to your guidance on how best to proceed.Kind regards,Zoë Cox07780331111

Dear Lookers Newcastle,It has taken many days of my domestic and work life to sort the ongoing issues with the Renault Arkana (NC73 XHB) purchased on 31/10/2025. Finally, being accused and dishonoured by the hire car company used for you to carry out work that resulted in a different, although less severe, problem with the car. A problem not rectified on further work carried out.I have paid off the finance company, RCI Financial Services Ltd, today. I now own the car outright therefore eliminating the complications of the third-party in the sales agreement between you and I.You are aware of my ongoing dissatisfaction with the vehicle, which I really liked at first, but my last email was not acknowledged or responded to, thus diminishing my confidence in yourselves as well as the car.I suggest a full refund and you take the car back, ending the ordeal and that transaction. I feel that the difficulties I have endured be balance with the mileage added.I look forward to your response and advice, hopefully leading to a satisfactory settlement of this matter.Yours truly,