Dear Sir,I am writing to you to share my extremely poor experience at your dealership last Friday. (3rd July) and seek your speedy response on how you wish to proceed resolve the issue.Approx 4 weeks ago I booked my Discovery sport into your dealership for an investigation into front suspension knocking/creaking noises. This was confirmed to take place on the 3rd July.Arrival at the dealership was a very positive experience. I arrived at 8.45ish, the car was booked in by your colleagues Shad Ahmed and all was good.At 14.20 I received a text letting me know that the car had not yet gone into the workshop. Not great but as it was an investigation rather than repair I wasn't concerned.At 16.54 I called the service number for an update. When it was eventually answered by Paul he told me that he would get someone to call me back.As I did not receive a call by 17.15 I immediately drove to your dealership as I was now concerned that I needed the car back that evening and you close at 18.00I arrived around 17.40 and met up again with Shad. He checked the system and advised the car had still not gone into the workshop!! He also commented that there where at least 6/7 other vehicles in the same position.I was then offered a follow up option where the car could be collected/returned to my home address and that the car would be needed for 2 days!! I declined the offer at this stage.It was fair to say I most most unimpressed and very agitated about this extremely poor level of service and incompetency in managing my experience . Especially as had I not taken the initiative to drive over and take my car back, our weekend away would have been ruined.

The vehicle has been to this centre twice for an ongoing AC charging fault, and due to a series of diagnostic failures and administrative delays on their part, I am currently being left stranded with a broken vehicle and an unusable warranty.1. Timeline of Service FailuresFirst Visit (07/05/2026): The vehicle was left with the centre for four days. I was told no fault was found and that it had successfully charged. This was incorrect. Upon collection, the car still would not charge. I had to return and physically insist they test the car in front of me to prove the fault existed.Second Visit (28/05/2026): The vehicle was booked back in for extended diagnostics. Despite keeping the car for another four days, the service team admitted that the vehicle sat untouched for the first two days.The Diagnosis: They eventually confirmed the fault lies with the BCCM (Battery Charger Control Module) and quoted approximately £4,800 to repair it.2. Current Issue: Withholding of Critical DocumentationI have informed the service centre that this repair will be covered under my extended vehicle warranty. To initiate the claim and authorise the work, my warranty company strictly requires:The full official diagnostic fault report (including error codes).An itemised, detailed written estimate breakdown.I have been repeatedly chasing the service centre for over a week for these documents. Despite my clear and repeated explanations of what is required, they have ignored my requests. Their only response was a dismissive, one-line email restating the total cost, which is completely useless for a warranty claim. They have since failed to respond to further correspondence.3. Impact on the CustomerBecause the service centre failed to diagnose the vehicle correctly during the first four days in May, and is now refusing to provide standard paperwork, this issue has dragged on for over a month.I am currently forced to use expensive commercial DC fast chargers at a cost of roughly £45 per 220 miles, all because the centre is obstructing my ability to get the car repaired under warranty.

Booked car in May after landrover assist came out to diagnose the issue. It went in and after apparently being completed the warning light returned back on the way home! Nothing was actioned after having our car for 3 days. Called Land Rover assist out again they diagnosed it with the same issue. I couldn’t get it booked in until today the 15th of June as I needed a courtesy car. On arrival today there was no courtesy cars available and my car was only booked in for a day. Bearing in mind the issue it has needs at least a couple of days. I have been dropped off back at home and have left the car there. I have no confidence in their service department as they are not listening to LRA. Having sat there until I could be taken home I observed a great number of staff doing very little!I wondered what their job title was as I wouldn’t mind a job like that!Please sort the managers out as they clearly need further training.Perhaps you have too many managers and not enough manual staff that keep companies going!

Had car 2 days and can't provide an update on an air con recharge

hi,My car was dropped off yesterday through a recovery service. It was booked to be looked at yesterday. The booking reference through jaguar is 4774340644. I have been trying to get a hold of someone to get the status of it, but i have not had any response. If i get through by phone, I get promptly disconnected or get told that someone will call me back. So far no one has.

I am writing to make a formal complaint regarding the handling of a safety recall affecting my Jaguar E-PACE registration ST54ARR, purchased in October 2024 and currently with approximately 15,000 miles.I have received notification of a manufacturer's safety recall concerning the passenger-side airbag assembly, specifically that the airbag may not have been folded correctly during manufacture. My understanding is that this defect could impair proper deployment in the event of a collision, creating an obvious and significant safety risk to vehicle occupants. As this is a manufacturing defect identified by Jaguar Land Rover itself, responsibility for both the defect and the practical resolution of the issue rests entirely with Jaguar Land Rover and its authorised dealer network.Upon contacting my nearest dealer, Lookers Aylesbury, I was initially informed that the vehicle could be collected from my address and returned following completion of the recall work. I dealt with Shad. However, I was subsequently told (by a female service manager) that this would no longer be possible and was instead directed to contact Jaguar Reading, despite Reading not being my nearest authorised dealer. My postcode is RG9 6PJ - Lookers Ayelsbury is closer than Reading, I explained this, but to no avail.I then spoke with Jamie, the Service Manager at Jaguar Reading, who informed me that the dealership would collect the vehicle only if I paid for the collection service myself. I explained that I did not believe it reasonable or appropriate for me to incur costs, inconvenience, or loss of working time in order to remedy a manufacturing safety defect for which Jaguar Land Rover is solely responsible. His response was, in substance, “You might think that, but basically that’s the situation.”I must make my position absolutely clear.• This is not a maintenance matter, wear-and-tear issue, or customer-induced fault. It is a manufacturer's safety recall concerning a potentially defective airbag system. The vehicle has effectively been acknowledged by Jaguar Land Rover as unsafe or potentially unsafe for normal use until remedied.• Under the Consumer Rights Act 2015, goods supplied by a trader must be of satisfactory quality and safe. In addition, under general principles of product liability and negligence, responsibility for defects arising from manufacture rests with the manufacturer and its authorised repair network, not the consumer.• Further, the Consumer Protection Act 1987 imposes liability on producers for defective products where safety is compromised. A safety-critical airbag defect clearly falls within this category.Accordingly:1. I do not accept that I should bear any financial cost associated with rectifying this manufacturing defect, including transportation or collection charges.2. I do not accept that I should be required to take unpaid time away from work, arrange logistics, or otherwise absorb inconvenience caused solely by Jaguar Land Rover’s manufacturing failure.3. Given that Jaguar Land Rover has formally identified the vehicle as subject to a safety recall, liability for risks associated with the defect remains with Jaguar Land Rover until the remedial work has been completed.4. I consider it entirely reasonable that Jaguar Land Rover arrange collection and return of the vehicle at no cost to me, particularly where the defect concerns a critical occupant safety system.I would therefore ask that Jaguar Land Rover immediately arrange:- collection of the vehicle from my address;- completion of the recall work without charge;- return delivery of the vehicle to me; and- written confirmation that the vehicle is safe for continued operation once repaired.I would also appreciate clarification as to why different authorised Jaguar dealers appear to apply inconsistent policies regarding collection arrangements for safety recalls.Please treat this correspondence as a formal complaint. If this matter cannot be resolved promptly and reasonably, I will consider escalating it further, including to Jaguar Land Rover UK Executive Relations, Trading Standards, the Motor Ombudsman, and, if necessary, seeking independent legal advice regarding liability and consumer protection obligations.I look forward to your response.

Our vehicle was scheduled for diagnostic work on Monday 12th April. We haven't received any communication about what is going on, and our vehicle is still at the garage. Two weeks without our only vehicle and no communication about why it is taking so long just to do a diagnostic. Attempting to contact them, phones are never answered by the service department, as we have tried multiple times per day every day this week.

I have made a complaint on 4th of March. It has not yet been responded or acknowledged. I am writing to escalate this matter and to let you know I will take it further to ombudsman.

From: Paul HewittSent: 09 April 2026 10:10To: Eve Wilson-WardleSubject: Fwd: Your Service Plan ContractExternal Sender: Confirm legitimacy before acting.Hi Eve,I’m disappointed not to have heard anything from you.Please could you consider this a formal complaint and advise me of your complaints procedure.My complaint is that the service plan was missold to me as it failed to cover an important part of my last service, leaving me with a £1362.06 bill to pay. The alternative is that these additional elements were not actually part of the service, however the checklist that was left in my car suggests differently and your agent told me that they were. I’m also confused about what the actual cost of that full service would be if that much is missing. This seems completely out of proportion to normal servicing costs.I would appreciate a formal response to these points - was my service plan missold, or was the service not completed in full as it should have been.I look forward to a prompt response.Paul Hewitt07967312142Begin forwarded message:From: Paul HewittDate: 1 April 2026 at 11:59:23 BSTTo: Eve Wilson-WardleSubject: Re: Your Service Plan ContractHi Eve,Do you have an update on the issues I had with my service?ThanksPaul Hewitt07967 312142On 26 Mar 2026, at 17:30, Paul Hewittwrote:Hi Eve,Thanks for getting back to me so quickly.If you could look into this I’d be most grateful. My concern is that the service has only been partially completed today, and I have a third party warranty on the vehicle which required servicing to be kept up to date. I also am concerned with the bill I’m facing and am wondering how just a part of a single service could be that much?I’m attaching a photo of the list of work done as part of the service that I found in the car today. The three items that haven’t been ticked off are those that I’m being charged for. I’ve also attached a screenshot of the notification and the cost I was sent.Thank you for your help - I look forward to hearing from you.Paul07967 312142On 26 Mar 2026, at 17:06, Eve Wilson-Wardlewrote:Good afternoon, Paul,Firstly, I apologise this has been your experience whilst having your service done today, this is not the service we aim for.I have done some research on your service plan and although I had renewed your plan for you, this was to start next year (2027) and 2028 therefore I was not the person who had sold you the plan with the service or this year. I am more than happy to create an investigation to find who had originally sold you this plan 2 years ago and discuss a resolution for this, but this may take a couple days to get to the bottom of although I will give it my all to have this settled sooner.Please feel free to reach out with and questions or concerns you may have and I will get back to you as soon as I can.Kind regards,EveEve Wilson-WardleCustomer AdvisorLookers Customer Contact CentreAsama Court, Newcastle Business Park, Newcastle upon Tyne, NE4 7YDlookers.co.ukFrom: Paul HewittSent: 26 March 2026 16:45To: Eve Wilson-WardleSubject: Re: Your Service Plan ContractExternal Sender: Confirm legitimacy before acting.Good afternoon.I recently renewed my service plan, as per this email. I've held a service plan with Lookers for around 8 years over a couple of vehicles.I was reminded to renew when I called up to book my latest service that took place today at the Aston Clinton branch.Although the service took place, I was surprised to be told that a certain part of the Service had not been included in the plan, and that I should have been given the option to include it when the service pack was sold.The missing elements were described on the health check as follows;"missing transfer box oil, spark plugs and brake hoses, due on 96k service". The additional cost of these items was a concerning £1,362.06.I don't understand why this was left out of my plan. I have always held a plan on the basis that it will cover the service in full, and for the past eight years that has been the case. I'm now faced with a sizeable bill - the purpose of the service plan was to avoid such things - and a genuine concern that the plan that I have just signed up for may have a similar deficiency for my future two services.Could I please ask for clarity on the following points;1. Are Lookers correct? Did my plan not include all elements of the service? This doesn't make any sense to me, yet they want over £1300 to replace parts I am told by them is part of a service.2. If they are correct, I believe my policy was mis-sold so would like to complain accordingly.3. Does my new plan have any missing 'extras' that I will be expected to pay for over the coming 24 months?I was dealing with Lee Walshe at Lookers Aston Clinton if you need to clarify what was said. I can also provide a screenshot of the health check that points to the 'urgent' work that has not been completed.I look forward to hearing from you.Thanks,Paul Hewitt07967 312142________________________________________From: LookersSent: 10 March 2026 11:48To: phewitt@gmail.comSubject: Your Service Plan ContractYour Service Plan ContractDear Mr Hewitt, please find attached your Service Plan Contract.We would like this opportunity to thank you for your business and look forward to seeing you in our service centre. Please do not hesitate to contact us if you require any further assistance.Jaguar UKLookers Jaguar BuckinghamshireUnit 2 Aesop Business Park, Aesop Road, Aston Clinton, HP22 5XXTel: 01296 592 422

Dear Sir/Madam,I am writing to formally raise a complaint regarding an incorrect charge relating to my car hire (Agreement No. 839250).My confirmed booking period, as clearly evidenced in my Enterprise rental agreement, was from 16/01 to 02/03. However, I have been charged £415.20 due to Lookers Aylesbury only settling the hire up to 27/02.I have already contacted Enterprise Watford, who confirmed that the shortfall is due to Lookers ending payment early. This discrepancy is entirely between Lookers and Enterprise and is not my responsibility.Despite this, I have been left in the middle attempting to resolve an issue that I did not cause, which is unacceptable.I request that this matter is resolved immediately between yourselves and that:The incorrect charge of £415.20 is removed/refunded in fullI am not held liable for any portion of this disputePlease confirm in writing once this has been resolved.If this is not rectified promptly, I will have no option but to escalate the matter further.Kind regards,Abtar Randhawa