I am writing to formally raise a complaint regarding the purchase of a Land Rover Discovery from your dealership, which began in late November / early December 2025. The handling of this transaction has been unacceptable from start to finish, and several serious issues remain unresolved.From the outset, communication has been extremely poor. We repeatedly had to chase your sales team by phone and email, as calls and messages were not returned. Despite this, we proceeded in good faith and paid a £500 holding deposit before Christmas.Following this, arranging finance and collection of the vehicle proved unnecessarily difficult. Again, we had to make constant efforts to contact your team. We were promised delivery of the vehicle on a specific date, which did not happen, and it was only delivered the following day without clear explanation.It then took approximately one month for the finance to be finalised and for us to receive the V5C document. This delay is unacceptable in itself, but more concerning is the situation regarding our part-exchange vehicle.As part of the agreement, our existing finance was to be settled by your dealership. To date, this has not been done, and we are still making payments on that vehicle. When we raised this, we were advised by a member of your team to cancel the direct debit. This advice is both incorrect and irresponsible, as the finance remains in our name and we would be liable for missed payments, with potential impact on our credit file.In addition, we paid for an extended warranty at the time of purchase and have still not received any documentation, policy details, or confirmation that this is in place.We are now approaching April, and despite numerous attempts to contact you via phone and email, we are being ignored.To summarise, the outstanding issues are:* Failure to settle the finance on our part-exchange vehicle* Provision of incorrect and potentially harmful advice regarding cancelling payments* Excessive delays in processing finance and documentation* Failure to provide extended warranty documentation* Consistent lack of communication and customer supportThis situation is unacceptable and must be resolved urgently.We require the following actions within 14 days of this letter:1. Immediate settlement of the outstanding finance on our part-exchange vehicle, with written confirmation (monies owed to us repaid)2. Full documentation and confirmation of the extended warranty, including policy details and start date, or a full refund3. A written explanation addressing the delays and lack of communication throughout this processIf these issues are not resolved within this timeframe, we will have no option but to escalate the matter further, including reporting the case to the appropriate authorities and pursuing legal action if necessary.We expect a prompt and satisfactory response.We are also expecting as promised a boot mat and dog guard to be fitted. Chelmsford branch have explained that these parts will not be in until 29th March. However as we have had the car for over a month and this was part of the arrangement, there is still no excuse for this not to happen.

Good afternoon, hope you’re keeping wellOur Fleet Department have been checking the service history record for this vehicle (attached) and cannot see that anything was registered with Land Rover online for the service undertaken last OctoberGiven that the wrong service was undertaken in error, please can you confirm how we can rectify this to ensure that the vehicle has a full service history moving forward ?Kind regardsDarren WalneManaging DirectorTel: 01394 674878DDI: 01394 332830From: Darren WalneSent: 17 December 2025 11:04To: Catarina Vilar; servicemanager@landrover-bishopsstortford.co.ukSubject: RE: Online Check In InviteJust cancel completely pleaseKind regardsDarren WalneManaging DirectorTel: 01394 674878DDI: 01394 332830From: Catarina VilarSent: 17 December 2025 09:49To: Darren Walne ; servicemanager@landrover-bishopsstortford.co.ukSubject: RE: Online Check In InviteImportance: HighHi Mr Walne,Did you wish to reschedule or just cancel completely?Catarina Vilar Service AdvisorLookers Land Rover Bishop's StortfordT: 01279 606 497E: CatarinaVilar@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Stortford Hall Industrial Park, Dunmow Road | Bishop Stortford | CM23 5GZCONFIDENTIALITY NOTICE: This e-mail message including attachments, is intended only for the person to whom it is addressed & may contain confidential information. Any unauthorised review;use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.From: Darren WalneSent: 16 December 2025 14:52To: Catarina Vilar ; servicemanager@landrover-bishopsstortford.co.ukSubject: FW: Online Check In InviteExternal Sender: Confirm legitimacy before acting.Good afternoonPlease see attached email cancelling this appointmentKind regardsDarren WalneManaging DirectorTel: 01394 674878DDI: 01394 332830From: No ReplySent: 16 December 2025 14:49To: Darren WalneSubject: Online Check In InviteThank you for booking your car inCan't view the images? View in browserDear Mr Walne,This is just a reminder of your Aftersales appointment, for your vehicle, with us on 18-12-2025 at 08:00 AM.Please ensure you arrive at your specified time, unless you have pre-arranged our collection and delivery service where we endeavour to pick your vehicle up between 8am-12pm.You can now check your vehicle in online Click HereThis will allow you to see your jobcard and agree the work before you visit.On arrival you will be able to hand over your keys without needing to go through the previously agreed work; this allows for a much smoother process for you our valued customer.Please leave your locking wheel nut, and your service book (if you have one), on the front passenger seat so we can ensure this is updated for you.Should you require any further information, need to make any additions or changes to your booking, please do not hesitate to contact us any time. We look forward to welcoming you!Kind Regards,Jaguar Land Rover Bishops Stortford01276 606497Come follow us...NEW VEHICLESUSED VEHICLESAFTERCARECONTACT USUNSUBSCRIBEPRIVACY STATEMENTLookers PLC - Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS. Registered in England No. 111876. Lookers Birmingham Limited - Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS. Registered in England Number 3379223. MB South Limited - Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS. Registered in England Number 1097144. The Dutton-Forshaw Motor Co. Limited - Lookers House, 3 Etchells Road, West Timperley, Altrincham, WA14 5XS. Registered in England Number 680734. Not enjoying the journey? You can unsubscribe anytime.The Lookers Group is made up of a number of different companies. You can find the details of the Lookers Group company that you are dealing with on our Privacy Statement. The legal entities for this email are Lookers Motor Group, Addison Motors Ltd, Addison TPS Ltd, Bluebell (Crewe) Ltd, Colebrook & Burgess Ltd, Charles Hurst Dublin Ltd, Charles Hurst Ltd, Charles Hurst Motors Ltd, Drayton Group Ltd, Knights North West Ltd, Lookers Birmingham Ltd, Lomond Motors Ltd, Lookers Colborne Ltd, Mercedes-Benz South Ltd, The Dutton-Forshaw Motor Company Ltd and Radford (Bavarian) Ltd.

Dear Sir/Madam,I am writing to formally complain about the handling of a known airbag fault on my Land Rover Defender, which has now resulted in an MOT failure and the vehicle being unusable.At my annual service in 2023, while the vehicle was still within its manufacturer’s warranty, your team identified that the airbag warning light was present. I was explicitly advised that this was not a serious issue and that it could be resolved at a later visit. No repair was carried out at that time.This is unacceptable. The fault was clearly identified during the warranty period and should have been rectified then. Instead, I was reassured that it was not urgent, which led me to reasonably rely on your advice.The issue has since persisted. Following my recent MOT, the vehicle has now failed due to the same airbag warning light — a direct consequence of the original failure to repair this defect when it was first identified within warranty.To compound matters, I contacted your dealership and was advised over the phone that this would be a quick fix if I attended in person. I cancelled a full day of meetings to visit your branch, only to be told on arrival that the issue is in fact significant and cannot be resolved immediately.As a result, my vehicle has failed its MOT and is currently unusable. This also resulted in disruption to my business and I I have incurred unnecessary time loss due to incorrect information provided by your team. I am shocked that a fault identified within the warranty has been allowed to persist beyond warranty due to your failure to act.I was also informed that the employee who originally noted the issue (Mark) is no longer with the company, which is not an acceptable explanation for the lack of accountability.Given the above, I expect Land Rover to take full responsibility for this matter and confirm that the airbag fault will be repaired at no cost to me, notwithstanding the vehicle now being outside of warranty, as the issue was identified during the warranty period and this repair will be prioritised urgently given the vehicle is currently unusable.Please treat this as a formal complaint. I would appreciate a prompt response within 7 days outlining how you intend to resolve this matter.

Dear Land Rover Bishops Stortford Sales Team, Service Team and Claims Team,I am writing to raise a formal complaint regarding the vehicle purchased from you on 24 August 2025.This vehicle developed multiple faults within a very short period of ownership. The issues were first noticed on 25 January 2026 and were reported to you on 21 February 2026. That places these faults well within the first six months from purchase.The car was sold with an active 24-month extended warranty, and it was also sold on the basis of Land Rover’s Approved Used standards and 165-point checks. I was assured at the point of sale that faults would be covered. I therefore do not accept the current position that these faults can simply be declined, ignored, or left unresolved.More importantly, my rights do not depend only on the warranty. Under the Consumer Rights Act 2015, a vehicle sold by a dealer must be of satisfactory quality, fit for purpose, and as described. Where faults arise within the first six months, the burden is on the seller to prove that the faults were not present or developing at the time of sale. A warranty does not remove or reduce those statutory rights.The issues requiring resolution are as follows:1. Rear right door locking faultThe rear right door locks when the car is parked and cannot be unlocked from inside or outside the vehicle. The likely cause is a failed door actuator. I am aware you have said you cannot diagnose this because the issue is intermittent and did not show itself while the car was in the workshop. That is not an acceptable basis to close the matter. This is a serious health and safety issue, particularly with children seated in the rear, because it could prevent exit from the vehicle in an emergency.2. Rear left tail light faultThe rear left tail light is faulty and requires replacement. I have been told this is due to water damage. Whether you seek to classify that under warranty or not, a tail light taking in water and failing within such a short time after sale is not acceptable for a vehicle sold by a main dealer under an Approved Used standard.3. Wired Apple CarPlay disconnecting while drivingThe wired CarPlay connection constantly disconnects while driving. This is dangerous because it causes loss of navigation and distraction while the vehicle is in motion. This requires proper diagnosis and repair, not dismissal as a minor inconvenience.4. Constant low battery warning / poor battery healthThe car repeatedly reports low battery. The battery health appears poor and the vehicle is not charging properly. This needs a proper battery and charging-system diagnosis and a repair of the root cause, not a superficial response.5. Headlight alignment faultThe headlight beam appears to be adjusted too high and shines directly into the eyes of other road users at night. This is a safety issue and needs to be corrected immediately.6. Multiple Servicing requirements have been recommended and quoted by your team, however at point of sale we was told that the full servicing was carried out by your sales rep. The mileage at point of sale is not too for off from the mileage today. I feel like im being ripped off here!My position is straightforward:* I require all of the above faults to be properly diagnosed and repaired at no cost to me.* If you say any item is not covered, then I require a written explanation identifying the exact warranty clause or legal basis you rely on, together with the diagnostic evidence supporting that decision.* If you maintain that a fault is intermittent and therefore “cannot be diagnosed”, I require you to explain in writing why no further diagnostic pathway, monitored booking, repeated test, or preventative repair is being offered for a clear safety-related defect.* I also require a written explanation as to how a vehicle sold following a 165-point inspection was supplied with these issues emerging within months of purchase.In addition, the vehicle was dropped off with you on 18 March 2026 and I am still without a definitive diagnosis on all reported faults. I have now been without a vehicle for almost a week, which is affecting my commute to work and causing ongoing inconvenience.Given the length of time the car has been off the road, the lack of a definitive diagnosis, and the fact that multiple safety-related faults are involved, I require a hire car or courtesy vehicle to be provided from today.Please treat this as a formal complaint to Sales, Service and Claims together.I require, within 7 days of this email:1. Written confirmation that this complaint has been logged.2. Written confirmation that the vehicle will be booked in to resolve all listed faults.3. A clear statement as to whether you are handling this under the extended warranty, under my Consumer Rights Act rights, or both.4. A proposed timescale for completion.5. Confirmation that a free of charge hire car or courtesy vehicle will be provided from today, given that I have been without a car since 18 March 2026.If this matter is not resolved promptly and properly, I will escalate it formally to Jaguar Land Rover Customer Relations and, if necessary, to The Motor Ombudsman. I will also reserve all of my rights under the Consumer Rights Act 2015, including seeking an appropriate price reduction or further legal remedy if you continue to refuse to resolve faults that arose within the first six months of purchase.I hope this can now be dealt with seriously and without further delay.Yours faithfully,ADEM ALBAYRAKOGLUVehicle registration: A23 ELAPhone number: 07449222090email: aa54ch@gmail.com

I bought a defender on 26 Jan including Gard X, minor damage protection and a three year extended warranty. Despite repeated reminders I have not received written confirmation of the policies relating to those policy purchases. I should be grateful if you would kindly arrange for me to receive such confirmation.Would you also please confirm that the extended warranty has the same level of cover as the original JLR warranty.

I am writing to raise a few concerns regarding the experience I am facing during my vehicle’s 41K Miles service.I originally booked the appointment through the Land Rover Remote App for 10/11/2025 at 8 AM. However, I later received a call from Lookers informing me that no slots were available for that date. This was confusing, as the App had clearly shown availability on 10th November. The appointment was then moved to 24th November over the phone.During that call, I also mentioned the rear middle seat belt warning. Despite this, I was told that no fault was detected, and that an insurance claim could not be made. I was then charged £223.00, which I did not expect. As discussed, if the warning appears again, I would expect this to be resolved without further cost, or I kindly request that the amount be refunded.According to the health check report, the service was completed and I was asked to collect the vehicle on 25th November. However, when I arrived, a new error appeared: “Electrical fault detected.” I was advised not to take the car as it was unsafe to drive. When I requested a courtesy car, I was informed that none were available and that I would need to manage on my own. When the car was sold to me, I was assured that Lookers would provide a courtesy car in such situations, so I am disappointed that this was not honoured. I have to manage without a car all these days and not sure till when , which I did not expect from Land Rover.The electrical fault is particularly concerning because it never existed before the service. This suggests something may have gone wrong during the workshop process. I also understand that the issue has now been passed to insurance for a claim, which is worrying, as this could impact my future insurance policy and does not seem like the appropriate approach.Given the delays in identifying and repairing the problem, my confidence in the technical handling of my vehicle has unfortunately been affected.I kindly request confirmation that any near future issues related to the electrical fault or the seat belt warning that arise from this incident will be resolved by Lookers, without additional cost or impact to my InsuranceI look forward to your responseThank you

Dear Sir/Madam,I am writing to make a formal complaint regarding a serious safety incident that occurred immediately after recall repair work was carried out on my Range Rover, together with the unacceptable manner in which this situation has been handled by your dealership.My vehicle was returned to your dealership following a manufacturer recall relating to the passenger airbag system. The recall repair was completed and the vehicle was returned to me. Shortly after collecting the vehicle and driving it following this repair, the engine suddenly cut out without warning while I was driving. At the same time the vehicle alarm and horn began sounding continuously.This was an extremely frightening and distressing situation and immediately raised concerns regarding the safety and reliability of the vehicle following the recall repair undertaken by your dealership.After managing to restart the vehicle and drive home, I attempted to contact the dealership for urgent assistance. On Monday alone I contacted the showroom approximately eight times seeking help. Despite explaining that the vehicle had experienced a sudden mechanical failure immediately following recall work, I was repeatedly informed that staff were too busy to assist as they were dealing with other customers.On one occasion a member of staff stated that he was with a customer and abruptly ended the call. I also asked for the service manager to contact me to discuss the matter, however no one returned my call.I was eventually directed to contact roadside assistance after visiting the branch in person and was advised that the wait time was a month to bring the car in for an inspection / repair, and I was directed to roadside assistance. When the roadside technician attended my home he advised that the issue should not have been referred to roadside assistance and that it should have been handled directly by the dealership that carried out the product recall.The technician then spent approximately two hours dismantling sections of the front area of the vehicle while repeatedly telephoning colleagues for guidance. During this process no protective covers were placed on the vehicle interior. The technician entered and exited the vehicle in dirty overalls and oil and grease have now been transferred onto the leather seats. Parts of the front dashboard and vehicle interior were also left dismantled and exposed, see photos attached.The technician also indicated that, in his opinion, the fault was likely connected to the recent repair work carried out by the dealership.The following morning my husband and I received multiple telephone calls at approximately 7:30am from the dealership manager stating that they intended to attend again to attempt a repair at the roadside. These calls disturbed our sleep and also disrupted my working day. I work within the NHS and was in clinical consultations at the time, making these repeated interruptions particularly inappropriate.At no stage throughout this entire situation was there any meaningful element of customer care. The responses I received were dismissive and appeared to prioritise the convenience and workload of the dealership rather than addressing a potentially serious safety issue that occurred immediately after recall work.In summary:• A serious mechanical failure occurred immediately after recall repair work carried out by your dealership• The dealership failed to provide timely assistance despite repeated attempts to obtain help• Staff advised they were too busy with other customers to address the issue• Communication from staff was dismissive and unprofessional• The vehicle interior has now been contaminated with oil due to a lack of care during roadside intervention• My time, sleep and professional responsibilities were unnecessarily disruptedGiven that this failure occurred immediately following recall work relating to a safety-critical component, this raises significant concerns about the quality of the repair and the safety of the vehicle.Under the Consumer Rights Act 2015, consumers are entitled to expect that goods and services are carried out with reasonable care and skill and that the vehicle provided is safe, of satisfactory quality and fit for purpose.As a result of the events described above, I have completely lost trust and confidence in both the safety of the vehicle and the competence of the dealership responsible for servicing it.I therefore request the following:1. A full written investigation into the failure that occurred immediately following the recall repair2. Written confirmation of the root cause of the fault and whether it relates to the recall repair carried out3. Professional cleaning and restoration of the vehicle interior where contamination has occurred4. Termination of my vehicle contract and arrangements for the return of the vehicle, as I no longer have confidence in its safety or reliabilityPlease treat this letter as a formal complaint. If this matter cannot be resolved satisfactorily, I will escalate the issue through the appropriate consumer protection and dispute resolution channels.I request a full written response within 14 days.Kind regardsBelinda--Kind regards,Perry Allen

Dear Lookers Customer Services / Head Office Complaints Team,I am writing to formally escalate an ongoing complaint regarding Lookers Land Rover Bishop’s Stortford, which has now been running since December 2025 without resolution.Despite extensive correspondence with the dealership, I have now been informed that they consider the matter closed internally. Given the nature of the issues involved, I believe this position is wholly unsatisfactory and requires review by Head Office.There are two distinct issues.1. Mis-selling of an EMaC service planThe EMaC service plan was sold to us by Lookers at the point of purchase on the basis that it would maintain the vehicle in accordance with Jaguar Land Rover’s service requirements and protect the resale value of the vehicle through a full service history.However, we have subsequently been informed by the dealership that the plan in fact only covers “oil and filter” changes and does not include the additional items required to meet Jaguar Land Rover’s scheduled service requirements.This limitation was not explained at the point of sale and is not clearly set out in the documentation provided. Indeed, the documentation refers only to “Service 1” and “Service 2” and explicitly states that the plan would “protect the resale value of your vehicle with full service history”.Had it been made clear that the plan did not cover the manufacturer’s scheduled services, we would not have purchased it.It is also notable that Lookers has confirmed that it received commission for selling this product, yet now asserts that it has no responsibility for the outcome and directs us elsewhere. That position is difficult to reconcile with Lookers’ role as the selling retailer.2. Failure to carry out the scheduled 60,000-mile serviceOur vehicle was booked into Lookers specifically for its 60,000-mile service. That service was not carried out in accordance with Jaguar Land Rover’s requirements.This only came to light following a discussion with another Jaguar Land Rover dealer who identified that the vehicle had not received the full scheduled service.At no point during the booking process, the check-in for the service, or afterwards were we informed that the full scheduled service would not be completed. As a result, we were left under the false impression that the vehicle had been properly serviced and that its service history remained fully compliant.This is a separate and serious concern in its own right.Requested resolutionGiven the above, I would ask that Head Office now review this matter and provide a clear resolution. In particular, we are seeking:Completion of the full Jaguar Land Rover scheduled service required at the relevant mileage; andAppropriate redress in relation to the mis-sold EMaC service plan (either honouring the services as represented at point of sale or providing a full refund of the plan).If Lookers maintains that the matter cannot be resolved internally, please treat this email as a request for your final written response so that we may refer the matter to the appropriate external ombudsman.However, I would hope that Lookers will take the opportunity to resolve this matter properly without requiring external escalation.I look forward to hearing from you within 14 days.

PLEASE SEE ATTACHMENTS AS RECEIVED VIA EMAIL FROM HQ

Friday 22.02 driving front left knuckle joint snapped, mec came out and advised that there had been a recall for this. N759 was the code. Middle of a county lane blocking thee road and the cust looked up the code and contact the local dealership. Sat morning cut called and got through to bookings office they were trying too get through to the dealership. After 5 call the cust was put through to jasmiine Banks, she was not manager but she instructed the cust to get a recovery and to get it to a garage. As long as the parts were purchased from Land Rover the dealership would pay. Went ahead and had the vehicle to recovered Monday the garage called the dealership to be told they would not pay for this. The cust then called back and spoke to Jade Kelsey and she said they would not cover the cost and hung up on the cust. The cust advised that there were recorded calls to confirm, cust then requested to listen to the calll. The cusst then called a further 3 times and no one called. Then Tuesday no one caaled. Wednesday cust called again, and it was confirmed that is what the cust was told but they told the customer she should not have said that. 4 time Amy spoken now with the cust for Jade to call the cust but no call has been received. Cust has logged the complaint wth TMO and also citizen advice and a solicitor and they have a right complain. Breach of contract they were bound by a legal call vicarious liability registration. Subject access for the recording of all the calls.