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

Good Afternoon,I want to introduce Best Rate Removals & Storage to Lookers. One of my close friends was working in the Battersea Branch - Land Rover, and I heard it closed down. I wanted to get in touch if there was anyone who looked after the removals, storage, disposal and clearancing side of things for them? We want to inquire about being considered for any upcoming jobs like that.Best Rate Removals & Storage specialises in removals, storage, transportation, clearances, disposals, and handyman services. With over 16 years of experience, BAR registered and Safe Contractor registered, you can count on us. We are BAR certified, Safe Contractor registered and we have been operating for almost 20 years.We also proudly sponsored and supplied our services for the Ealing Half Marathon.We would appreciate the opportunity to become your preferred supplier. Please let me know your thoughts on this, and I'll arrange a call for us this week?Best Regards,Prashray

My email bounce back saying inbox fullI need to check im not owed from unfair comission

I’m unfortunately having to escalate this unresolved issue to you regarding my new car. Mo and Shaq have been lovely to deal with, but overall I’ve received a very poor level of service since the purchase. I've also escalated this to their manager Rob almost 2 weeks ago now, and still no response. Really disappointing service...I bought the car back in August and later brought it to a branch closer to home for a recall. Following the recall work, the report flagged several issues that the Croydon branch advised should have been addressed before the vehicle was sold to me. I contacted the team at West London to get this rectified. Shaq agreed to replace the wipers (a cost of less than £70) but advised that the AC would not be covered. Not wanting to cause a fuss because they’ve been pleasant, I accepted this.Since then, I raised concerns about the electrics on the car. When I asked whether this would be covered under warranty, Shaq was not helpful and essentially suggested I review the document myself rather than provide guidance.A few months have now passed, and I still have no idea whether the required parts have arrived. I’ve had to repeatedly chase the team for updates as they have failed to keep me informed. I have not received any meaningful response. Definitely not the level of service that I would have expected from Jaguar.This situation has become incredibly frustrating, and the lack of communication has left me with no confidence that the matter is being taken seriously. Given the ongoing issues with the vehicle and the inconvenience this has caused, I urgently need someone to step in, take ownership of the case, and arrange for it to be handled at a Jaguar branch closer to my home. I do not wish to make the 3 hr round trip up to West London now.I am also due for surgery soon, during which I won’t be able to drive while recovering, so it’s important that this is resolved promptly.I would appreciate a swift response and a clear plan of action to resolve this.Kind regards,Shanise

Hi ShaquilleYou may or may not be aware but my vehicle was not touched yesterday apparently a miscommunication between yourselves and service, obviously my formal complaint and your promises as per the email went out of the window. I am now told its next in line and dependant on the situation will not be delivered back today, really not happy, I would have thought being a complaint your team would have ensured it was fixed and returned but i assume everyone was far too busy on sales.I had a reply from service after i chased but i am not best pleased. I will review what action i want to take when you let me know what is going to happen. Had i not chased on this it would have sat with yourselves until further notice.RegardsB S Landa: BOBBY LANDACc: Vehicle ComplaintsSubject: RE: Follow-up to Formal Complaint – Unresolved Issues and Lack of ResponseGood Morning,No problem and appreciate this feedback , as I’ve taken this personally aimed at myself.Anyways moving forwards, I have booked this in on Tuesday 18th November , the drivers will be completing a job in the morning and should aim to be with yourself for Lunch time, we will do our very best to complete this job in the day otherwise delivery will be conducted on Wednesday- we will be leaving a Loan car so you can still be mobile.You will receive a confirmation text for bookings , and we will be expecting to collect your vehicle on Tuesday.I will ensure once we have received your vehicle I will put the Cap and Key box in your vehicle.I hope you have a lovely weekend , and we will catch up next week.Take Care,1. Initial Appointment and Sales Experience• Despite having a pre-booked appointment with your salesperson Mohammed, we were kept waiting for 45 minutes with no explanation or apology.• Mohammed showed minimal interest during our viewing and spent less than a minute with us before attending to another customer, leaving us to find assistance elsewhere.• It was only when we were ready to proceed with the purchase that he became attentive—an approach that felt transactional and disrespectful.Yes, I agree to the above that you shouldn’t of been waiting for that long especially if you had an appointment booked, but I believe Mo had a Handover or an appointment prior to your meeting beforehand , he should have at least had the courtesy to apology or even explained why he was delayed. I did acknowledge you and your family and spent some time running the features in the interim of while waiting for Mo.This I would need to pick up with him with regards to his customer service.. Negotiation and Managerial Oversight• My son and I attempted to negotiate a small reduction in price, which you, as the Sales Manager, appeared open to. However, after speaking to Mohammed, this offer was withdrawn without any communication from you thereafter.• It felt as though Mohammed dictated the outcome and your authority was overridden, which was both confusing and unprofessional.Yes I was open to this, however after looking at the whole deal I was unable to do anything on the vehicle , the vehicle was making a loss already for selling the vehicle at the advertised price.But, you have failed to mention that we have done a number of good gesture for yourself as I couldn’t take anything of the vehicle such as , Full Tank, Private Number Plates to be made, Machine polish vehicle – all these has a cost element behind the scene.3. Vehicle Collection Experience• On the day of collection, we again faced delays. Mohammed once more prioritised other customers and made us wait 30 minutes before briefly escorting us for an ‘unveiling’—which was nothing more than opening a shutter and walking off without any explanation or support.• No introduction to the vehicle’s features, no handover presentation—nothing that reflected the premium nature of the brand or dealership.Again, this is something Mo will need to work on his Time Manamgent skills, as this is not the standards for a Handover, if you would like a second Handover please do advise and I can arrange this with someone else to go through the key information with yourself.4. Promised Items Not Delivered• A branded Range Rover cap and correct key box were promised. We received neither.• Instead, we were handed a Defender key box with no intention of replacing it and told the cap “had nothing to do with me” by Mohammed, who again showed a complete lack of professionalism and accountability.• Despite assurances from the team that these items would be sent out, weeks have passed without any update.Vehicle App Activation and VIN Issues• The Land Rover Remote app could not be activated due to VIN issues. Despite contacting both yourself and Mohammed, I was told it was due to a “cyber issue” and to wait 2–3 weeks—something I now know, from speaking to another dealership, is simply not true.After two weeks, I received no further response. I consider this an unacceptable lack of follow-up for an issue that your dealership is responsible for resolvingI have authorised for the Range Rover Cap , again this was a gesture of goodwill on top of many things we have already done for you. You sent an email regarding the Incotrol which I assisted with then given you a further updated email sent on 30.09.2025 with no correlation of response stating that the vehicle will need to come into our Service Department to get a diagnose reset . I also stated that these were on order and booked against the vehicle , so you can collect this the same time when the vehicle is in.Vehicle Breakdown and Concerning Discovery• On 8th October, the vehicle failed to start. Land Rover Assistance attended and diagnosed a flat battery with no clear cause.• More alarmingly, the attending engineer informed me he had previously been called to this very vehicle a few months ago due to misfiring—something I was never informed about prior to purchase.• Had I known this, I would have reconsidered the purchase entirely. Withholding this information is, in my view, ethically questionable and possibly a breach of duty of care.The Cause of a flat battery could be a result to several different things ,Despite the previous History on this vehicle , which we wouldn’t of been aware of any previous history faults from the owner – This is why we have an approved scheme to check all of our used vehicles and before selling the vehicle that it goes into the workshop and diagnose any occurring or previous faults with the vehicles , hence why my preparation bill on this vehicle was so High as we have managed to fix the Misfiring issues and was able to retail. It is not the Sales Executive job to disclaimer to inform anything like this if they are unaware of the problems, again it defeats the object of having an approved scheme of checking these things before the car is Sold , which it has been resolved.As mentioned in my previous email , I have ordered you the Key box and Cap already and was wating for a reply…With regards to the Incontrol as advised again that the Vehicle will need to come on site – if you don’t want to bring the vehicle back yourself no problem, I can arrange a collection and delivery only.I look forwards to your reply ,

3 weeks after my car was serviced the warning ‘please check engine coolant level’ came up. I called out Jaguar assist, they topped up the coolant, could see no sign of a leak. They told me to check it again the next morning. I’d driven home from my mum’s, 75 miles on the motorway. I checked the next morning and it was back below min level. So all 700ml he topped up was gone. I have photos of this. I took the car to J West London yesterday. It was there most of the day - no leak found, pressure test showed nothing. They told me to take the car away and monitor. When I asked the technician where the coolant was going if no leak he said ‘burned off through the engine and that’s not good’. Basically, they were going to let me drive around and potentially do more damage. They offered to book the car in on 18th Dec and there was no hire car available. While I was at your showroom I called Sytner SW London to see if I could get an earlier booking. MUCH more helpful and the woman was brilliant. Told me I shouldn’t be using the car until clear what the issue is and instructed me to call Jaguar assist, they would put my car into the breakdown repair system and provide a hire car. They were brilliant - car to Group 1 NW London and a hire car provided.This is my 8th Jaguar car in just over 20 years and for ~ 10 years they’ve been serviced at Lookers W London. This time the service was also poor - they didn’t close out the service properly so my car and app were still saying the service was overdue (I booked it in before it became overdue) and when an oil change was done they spilt oil on the engine cover and didn’t properly clean it.Mum is in her 80’s and I’m the main carer. It’s super important I have a car to support her. Lookers did nothing to help, in fact Nicky told me I wouldn’t get a hire car from Jaguar and was annoyed the woman at Sytner was so much more helpful.I will NEVER have any work done at Lookers and will actively encourage anyone to steer clear.

Dear Emilly,We are having an ongoing issue since we sold the car to Lookers.First it was with the DVLA that the car had not been changed to the new owner details, please can you look into this and confirm it has been changed?The next thing is the current owner has been going to Halfords and servicing the car in my name and invoices with my credit card info which are being emailed to me. How is this possibe, please can you look into this and come back to me?I would like to forward the Halfrds invoices which has my details and card details, please send me an email address to send it to.Urgent: T13NNH Fpace 300 - now my info is being used at Halfords, my credit card info and invoices sent to me.I would appreciate that this is treated as a high priority.Kind regards,Jackeine Hegnauer