Had warning lights on my car so drove down to Newcastle was told it wouldn't be checked until the 20th of November.Waited and Waited on the 20th November no phone calls. Decided to call to be told it hadn't been looked at .I was working that weekend and I needed a car. Was told by the service manager that I could not get a courtesy Car as I didn't have a full service history which was a load of Rubbish.Told him that I was very unhappy that they were no communication from the service desk and the mechanics.He reluctantly in opinion ordered a courtesy car .On Monday I received a call from my wife to call the Garage as the fault was not part of the warranty because unknowns to myself that Cessford motors who had to repair the door forgot to switch everything back on again.I am unhappy having to pay for the courtesy when I had to wait over a week so I have paid for the Courtesy car Not happy at all was told on Monday I wish to put a complaint in to be told it would come back to him so it would be a waste of time. So I want it looked independently or I will escalate the complaint

I received terrible advice, and a really poor customer service from Lookers Renaul Newcastle, which has made me question whether they are even fit to be selling and servicing Renault cars. I had a red warning message come on my 73 plate Captur, which warned of an Engine Failure Risk. Calling the dealership for advice and hopefully diagnostic, I was told there were no appointments for three weeks, and that they would book me in for the beginning of December. I was told that because the warning light wasn't continuous, I could continue driving.When the frequency of the warning increased dramatically, and the car began to experience low power and over-revving, I went straight to the dealership and asked for someone to look it over urgently.I was told that not only did they have no emergency or urgent appointments, and I would have to wait until December as before, that they were also unable to offer a courtesy car or any other support.I was then sent away, to call Renault Assist, and told that I shouldn't have been driving the car as it was dangerous, and that I should have called Renault Assist immediately. I had called them, as my local Renault dealer, for advice given I recognised a severe warning light.I was given poor advice, and no support or service at all, despite being under warranty and having previously serviced my vehicle (with a pre-paid service plan) through the dealership.Is the organisation at Lookers Newcastle so poor that not only do they give dangerous advice to customers, but that they have no slack in the schedule to deal with issues arising or urgent concerns? I can only conclude it's incompetence, or deliberate unders-staffing/over-booking by management in an effort to profit gouge.All in all, shocking. What a waste of time and resources.I won't be going back and will be taking my business elsewhere and telling others to do so too. I'll also be seeking to escalate this to Renault Group.

cust had the vehicle in 26-09 for a service. The car is now stating that it is due a service again in November. The cust purchased a service plan when he bought the car and was advised this would be a better option for them as it would be cheaper. The service carried out only replaced the cabin filter. The cust has been told that he is now due another service and he would have to pay for this service.

Good afternoonMrs Burgess is looking to move forward and place a new application.Can you kindly confirm we are OK to proceed with the rejection under CRA>I look forward to hearing from you as a matter of urgency.Kindest regardsGill Welsman

I purchased a brand new Renault Scenic etech in November 2024 in Newcastle.A specific requirement in purchasing the vehicle was for the servicing to be covered in the costs.I agreed to take the paint and body protection etc as long as the servicing was covered and I was assured it was.I have now reached the time for the first service only to be told there is no service cover?I have asked for this to be checked (and specifically for the sales team to look) only to be told it’s not our responsibility, its yours.The sales team have responded with stone cold silence.We are a 3 car family - all of them Renaults from Lookers. My wife was told there was no service plan and then mysteriously it was found.The “go and prove it’ attitude is not what I expected having spent a significant sum on 3 cars.I feel like we have been ‘scammed’ and there will be no more purchases from Lookers given the attitude. Having to resort to the complaints process is extremely disappointing.

Dear Sirs,Please find attached my initial complaint which was sent to Renault UK who subsequently sent that complaint on to Lookers Renault, Benfield Road, Newcastle Upon Tyne.I was informed last week that my car was finally ready after being in the workshop for nearly five months. I wrote to Mr Peter Bray, the manager of aftersales, as follows:I would also ask you to re-consider this bill on the basis of:1. Diagnostic checks. I fail to see why the second and longer/more expensive diagnostic was carried out when the initial one showed that the motor was failing.2. I have been without the car for nearly five months during a period (summer) when it is used the most; 80% of my local journeys would have been carried out using the Twizy. This has resulted in much higher motoring costs for me.3. The car will have depreciated whilst sat in your garage for the past five months. I fail to see why I should be penalised for Looker's/Renault's inability to support, via service or parts, a vehicle they have put on the market.This sums up my position.He has refused to offer any accommodation. I have since requested copies of the diagnostic reports (for which I am being charged handsomely) but am told they are not kept/available. I don't understand this as when I have had diagnostics carried out at other garages I have automatically been provided with a copy as a record and to justify the bill.I look forward to receiving a positive response in due course.Best regards Jonathan Short

Dear Sirs,Please find attached my initial complaint which was sent to Renault UK who subsequently sent that complaint on to Lookers Renault, Benfield Road, Newcastle Upon Tyne.I was informed last week that my car was finally ready after being in the workshop for nearly five months. I wrote to Mr Peter Bray, the manager of aftersales, as follows:I would also ask you to re-consider this bill on the basis of:1. Diagnostic checks. I fail to see why the second and longer/more expensive diagnostic was carried out when the initial one showed that the motor was failing.2. I have been without the car for nearly five months during a period (summer) when it is used the most; 80% of my local journeys would have been carried out using the Twizy. This has resulted in much higher motoring costs for me.3. The car will have depreciated whilst sat in your garage for the past five months. I fail to see why I should be penalised for Looker's/Renault's inability to support, via service or parts, a vehicle they have put on the market.This sums up my position.He has refused to offer any accommodation. I have since requested copies of the diagnostic reports (for which I am being charged handsomely) but am told they are not kept/available. I don't understand this as when I have had diagnostics carried out at other garages I have automatically been provided with a copy as a record and to justify the bill.I look forward to receiving a positive response in due course.Best regards Jonathan Short

Dear Lookers Newcastle Customer Service,I am writing to formally express my concerns regarding the ABARTH 595 vehicle, registration number NA20 RYP, which I purchased from your dealership on 24 August 2024.Since acquiring this vehicle, I have encountered numerous issues that have not only caused significant inconvenience but now pose a potential safety hazard.To begin with, there has been a persistent, loud rumbling noise resembling that of an aircraft, which has remained undiagnosed despite my repeated reports. I have been consistently informed that this noise is normal for a turbo engine. Additionally, I have faced problems with a broken driver’s lock barrel, central locking malfunctions, brake scraping noises during operation, difficulty releasing the fuel cap, and faults with the driver’s door lock and electric wing mirrors. I was also advised that the anti-roll bar and bushes needed attention and replacement.While some repairs have been addressed, I have been repeatedly dismissed regarding the rumbling noise. Consequently, I sought an independent garage’s opinion during a routine service. Their diagnosis revealed that the noise is caused by worn wheel bearings — a serious mechanical fault that now requires urgent attention due to its dangerous condition.I am extremely disappointed that these issues were not diagnosed and addressed earlier, especially given my numerous attempts to bring them to your attention. The misdiagnosis and delay have compromised both my safety and my trust in your dealership. Furthermore, I requested an immediate inspection and repair of the wheel bearings at no cost to me. However, this request was refused and diagnosed as normal wear and tear during my visit on 23 October 2025. I also contacted you again to discuss this matter further, but unfortunately, my call was not returned.Due to the dangerous condition of the vehicle, I have had to arrange immediate repairs at my own cost. Therefore, I am seeking the following:1. A formal explanation as to why these issues were not properly diagnosed or resolved earlier.2. Reimbursement of the costs I have incurred for the immediate repairs due to the dangerous condition of the vehicle.Please respond within 7 business days to confirm receipt of this complaint and outline your proposed resolution. Should I not receive a satisfactory response, I will have no choice but to escalate the matter further.Thank you for your prompt attention to this serious issue.Sincerely,

Dear Lookers Vehicle Complaints Team,I am writing to formally raise a complaint regarding the Renault Kadjar (registration WHZ 5037) that I purchased from Lookers Renault Dacia Newcastle, Benfield Road, on 28 February 2025.I have previously had a positive experience with Lookers when purchasing my Renault Captur from the same dealership, which is why I chose to return when the time came to upgrade my vehicle. On both occasions, I dealt with Shea, who has consistently been kind, courteous and helpful. I want to be clear that my complaint is in no way directed at Shea.My complaint relates to the quality and condition of the “Approved Used” Renault Kadjar I was sold. Specifically:•Reversing Camera: The vehicle was advertised as having a reversing camera, which it does not. I have since had to pay out of my own pocket to have one installed, after the individual Lookers sent to rectify the issue advised it did not work and then left without resolving it.•Brakes: I have returned the vehicle multiple times regarding squeaky brakes. While it was eventually booked in and “fixed,” the squeak intermittently remains, which leads me to suspect they were only lubricated rather than properly repaired.•Bonnet Safety: The plastic component holding the stalk for the bonnet support is snapped, making it unsafe for anyone working underneath the bonnet.•Sensors and Warning Messages: The car is experiencing ongoing issues with its sensors (currently unable to locate any tyres) and is consistently displaying a “Check Air Pollution System” message.I am extremely disappointed in the quality of this vehicle. In 23 years of car ownership, this is by far the worst car I have owned, and it is certainly not the standard I would expect from Lookers, particularly under the “Approved Used” scheme.I have also notified my finance company of these issues and advised them that I would first give Lookers the opportunity to rectify them before escalating further.I would also like to note my concern about the way the sale was handled. During the paperwork process, I was quickly advised “you’ll not want the extended warranty” and it was ticked “no” without discussion. I was also not offered the MOT and service plan that I had purchased with my previous vehicle, which now feels significant given the car’s condition.I have now owned this vehicle for seven months and, frankly, derive no joy from driving it. I would appreciate it if you could investigate these matters and advise how Lookers intends to resolve them.I look forward to your prompt response.

i had my car in for repair they had it for nearly 3 weeks we rang them in the first week to ask when the car will be ready.The man on the phone spoke to my wife and told her that the repair was to completed for "a woman to understand" he then said that the car would be ready the following Friday we then rang them on that friday they then said it was still not fixed but it will be done by monday . i said that as the car was due for a service on tuesday i will pick it up then.I then rang them on the tuesday and they still add not dune the repair i finely got my car back on the wedensday after my wife complened to them about the lenghth of time it was taking . As you will see from this letter at no time did anybody ring us to let us know what was happening .When we got our car back they did not even have the deasincy to give it a customary clean . I fell that the customer service as be appalling and with total disregard to the customer As this is a Motability car i have informed them about the service that i received . I have had Motability cars for the last 20 years and the car i had before one was a lookers kia but i will not get another car from your compony again.