Good afternoon,Unfortunately, I am having to email you regarding an extremely disappointing experience at your Amersham branch.I first called on Monday 16th to book myself in for a service and MOT. I was then sent a link, via text message, to look at the service plan available for my 2017 RS3 which didn’t work.On the off chance, I was in Amersham on Saturday 21st and decided to pop in to confirm that my booking for Tuesday 24th had been made and all was ok.To my surprise, the lady at the front desk claimed that there was no booking under my name or my car reg (PA63 TMW), although she was able to confirm that she could see I had spoken to someone on the Monday. This made no sense to me, but, these things happen, so I said I would call up again on Monday 23rd as the service team were not in at the time.I later received a booking confirmation text for my appointment on Tuesday 24th. So why were the booking lady on the phone, and the lady at the front desk in Amersham not on the same page? Hardly a great first impression of your business.I dropped the car off Tuesday morning and all seemed ok, bar my surname PAGET having been spelt wrong on my contact details and email. Again, these things happen, but, whoever made that mistake clearly was not listening to me when I spelt a 5 letter word out, not very professional.I was called to say that my front drivers side tyre needed replacing, along with my rear pads. I agreed for both to be done, however, once again, someone not doing their job properly quoted me £200+ more than it should have been. This mistake was thankfully rectified today.I make that 4 unprofessional incidents already.Today, Wednesday 25th, I picked the car up after paying for the annual service plan along with the extra work for the tyre and brakes. A total of around £1200.I then went outside to see my car had been ‘cleaned’ (I was never asked, nor gave consent for god knows who, or what to be used on my car). I have attached a video to show the state of the car. Huge parts of the side skirt not washed at all, along with what looks like dirty hand prints all over the car. This is an Audi dealership, and I left you in charge of my RS3. The lack of standards and professionalism shown once again is off the charts. I worry about what was even used to ‘clean’ my car. I informed a worker that it was unacceptable and he agreed, that despite it being a ‘once over’ it had been done poorly.After getting into the car and starting it, I noticed that the petrol gauge stated 135 miles left in the tank (photo attached). I dropped it off on 180 miles. I would love a clear and detailed explanation as to why 45miles have gone missing. Why would the car need to be driven to that extent after a basic service and MOT? Once again I must severely question the professionalism of staff at your branch. Without a detailed response, I can only assume that staff fancied driving my car for their pleasure. This was not, and would NEVER be agreed too and to me sounds like TWOC, a criminal offence.If all of the above wasn’t enough, the tyre pressure light then came on the dash (picture also provided). Why has this happened? Why weren’t the values reset ahead of my arrival?Your staff, at every single opportunity have shown a lack of professionalism or understanding of how to do their job. I do not feel that myself or my car have been treated with the respect deserved. I have had performance Fords, and Mercedes in the past and have never encountered such a diabolical experience.I would like a detailed explanation for ALL of the above along with some sort of reconciliation as a bare minimum for the shambolic and unacceptable service received.Kind regards

My car was sent to garage for MOT which it failed according to them. Issue found and approved for replacement. The car was handed over to service on the 8th Feb and now the 21st and still nothing has been done yet! Had a call on the 18th to update me and said the car is ready for collection on Saturday. Saturday morning called the service 8 times before making my way to the service and no one answered. When arrived at the service I was told the car won’t be ready until late Monday the 23rd Feb. When asked why, the answer was more parts were required from those that I approved! This is concerning as if more parts were need first I did not approve and secondly it make me think as to why that was not ordered at first which is believed to misleading the service and not ordering what actually was required! When I asked why the calls were not answered, the advisor said we open at 8:30 when on the website the lines shows to open at 8am! This is another lie from multiple lies! Need clear explanation why these continued lies are happening and the service is failingI am disgusted about this and need full resolution

Hopeless ! My air con is still faultyJohnOn 20 Feb 2026, at 12:01 pm, West London Jaguarwrote:Tell us what you think.UnsubscribeHi JohnThank you for your recent visit to Lookers Jaguar West London,At Lookers Jaguar West London we are always trying to improve and your feedback is very important to us.We'd love to get your thoughts on how we did. It only takes a few minutes!GoogleTrustpilot

Dear Sir/Madam,I am writing to raise a formal complaint regarding my car finance agreement taken out in 2019.I have recently become aware of concerns surrounding discretionary commission arrangements (DCA) in car finance agreements. I would like to formally request confirmation as to whether my agreement included such an arrangement.If a discretionary commission arrangement was applied, please provide full details including:• The amount of commission paid to the dealer• How the interest rate was determined• Whether the commission structure influenced the interest rate I was charged• A full breakdown of interest and charges applied to my agreementI am concerned that I may have been charged a higher interest rate as a result of the commission structure, and that this was not clearly disclosed to me at the time I entered into the agreement.Please treat this as a formal complaint and provide your final response within the required 8-week timeframe. I also request a copy of my original finance agreement for my records.If I do not receive a satisfactory response, I understand that I may refer the matter to the Financial Ombudsman Service.I look forward to your response.

Terrible service and dangerous repairs and tampering of parts to my car which I wish to escalate

My car has now been in with you on two occasions costing in excess of £4,000. I collection my car again on Monday 2nd February and within 1 day the engineer light had come on again. I have been told that the car has been complexly checked and is road worthy.

Following up once again. Our car wont lock. This needs to be sorted asapSamuel P. BrennanPRODUCERS // WRITERSE: Sam@BillenTed.comT: (+44)7940201191A: Metropolis Studios, 70 Chiswick High Road, W4 1SYIG: @BillenTedOn Wed, 28 Jan 2026, 06:55 Sam Brennan,wrote:Hi there Just following up hereSSamuel P. BrennanPRODUCERS // WRITERSE: Sam@BillenTed.comT: (+44)7940201191A: Metropolis Studios, 70 Chiswick High Road, W4 1SYIG: @BillenTedOn Mon, 26 Jan 2026, 10:20 Sam Brennan,wrote:Lookers west London as per email subject. Paid over 2k service and the car wont lock properly. Need to get sorted thank youSamSamuel P. BrennanOn Mon, 26 Jan 2026, 10:16 Customer Feedback,wrote:Good morning,Thank you for your email.We are sorry to learn that you have experienced difficulties with a Lookers dealership.   Please could you confirm which Looker’s dealership this refers to and so that we can ensure that it is referred to the relevant team for investigation. Kind regardsFrom: Sam BrennanSent: 24 January 2026 07:53To: Vehicle ComplaintsSubject: Jaguar Service West London YS69 TPVExternal Sender: Confirm legitimacy before acting.Hi thereWe recently had a service done last year. But now it seems the central locking system is playing up already which is very frustrating.The passenger doors dont lock properly making the car completely not secure.Wondered what we can do here?Thank youSamuel P. Brennan

Lookers west London as per email subject. Paid over 2k service and the car wont lock properly. Need to get sorted thank youSamSamuel P. BrennanOn Mon, 26 Jan 2026, 10:16 Customer Feedback,wrote:Good morning,Thank you for your email.We are sorry to learn that you have experienced difficulties with a Lookers dealership.   Please could you confirm which Looker’s dealership this refers to and so that we can ensure that it is referred to the relevant team for investigation. Kind regards

got asked to get in contact with your complaints department after leaving a review on Trustpilot and Google.Review left:I’m extremely disappointed with my experience with Lookers West London Jaguar.I purchased a car from them recently and paid for every possible extra — extended warranty, GuardX protection, scratch cover, everything — because I wanted full peace of mind. Despite this, the car arrived with a loud screeching noise whenever the brakes were applied.My local mechanic advised me to take it back to Jaguar, as this issue should have been identified in their pre-delivery inspection (which Lookers claimed they had completed).Within just six weeks, a check-engine light also came on. I booked the car into Harwoods Brighton Jaguar on 24th November. As I was working, my partner — who is 8 months pregnant — had to drive the car an hour away to the appointment, expecting a same-day fix.The engine fault was repaired under warranty, but Lookers West London were extremely slow at responding to both us and the Brighton Jaguar team. Because of their delays, my partner was forced to stay overnight in a local hotel, costing us £110.The next day we finally received an email from a manager at Lookers West London saying they would not take responsibility for the brake issue, claiming it was “wear and tear.” This is completely unacceptable — the brakes were screeching the moment the car arrived and have never improved. To call that wear and tear after less than two months of ownership is shocking.Overall, the communication has been poor, the car arrived with faults, and the aftercare has been extremely disappointing. I paid extra for peace of mind and received the opposite.I would not recommend Lookers West London Jaguar based on my experience.Response from reviewHi Max, We appreciate your honest review. We set a high standard for ourselves, so we are disappointed to hear that your experience with us was not a positive one. We're disappointed to hear of the negative experience you had at our location. To allow us to improve our processes and the service we provide to our customers, we would please ask that you provide more details of your experience with Lookers to our customer service and complaint resolution team at vehiclecomplaints@Lookers.co.uk, who will be happy to investigate your concerns and have the opportunity to make things right for you. Thank you for taking the time to get in contact with us.Kind regardsLookers Customer Service & Resolution Team

I am writing to raise a formal complaint regarding the vehicle I recently purchased from your dealership, along with the subsequent service issues I have experienced. I am extremely disappointed with both the condition of the car on arrival and the handling of the matter since.When purchasing the vehicle, I paid for every available additional extra, including extended warranty, GuardX protection and scratch cover. My intention was to ensure I was fully covered should any issues arise.However, when the car was delivered, it immediately presented a screeching noise whenever the brakes were applied. My local mechanic inspected the vehicle and advised me to return it to Jaguar, as a full pre-delivery check should have been carried out—something your team confirmed had been done.I decided to give it a short period of use, as I initially hoped the noise might settle if the brake pads were new. Unfortunately, within six weeks of ownership, a check-engine warning light appeared on the dashboard.I contacted Lookers West London Jaguar to arrange for the necessary repairs. An appointment was booked for Monday 24th November at the Harwoods Brighton Jaguar garage, which is an hour from my home. As I was working, my partner—who is eight months pregnant—had to drive the car there herself, expecting the issue to be resolved the same day.Although the engine fault was repaired by 2pm under warranty, both myself, my partner and the Brighton dealership were repeatedly kept waiting for responses from Lookers West London Jaguar. Due to these delays, we were forced to pay £110 for my partner to stay overnight in a local hotel.On the following day (Tuesday), once again we experienced delays in communication from your team. At 2pm we finally received an email from Shaquille Nathan stating that Lookers would not take responsibility for the brakes, claiming they were “wear and tear” items and therefore not covered.I am extremely shocked and disappointed by this response. The brake issue was present from the moment the car was delivered and has never improved. To attribute this to wear and tear—after less than two months of ownership—is unacceptable, especially given that the issue existed from day one and should have been identified during your pre-delivery inspection.Given the circumstances, the delays, and the additional costs we have had to incur due to the dealership’s lack of communication, I would appreciate this matter being reviewed urgently by a senior manager.I expect a resolution that reflects the fact that the car was delivered with a clear defect, despite being sold with full assurances and additional protections.I look forward to your prompt response.Kind regards,Max