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.

My vehicle has been off the road with another exhaust emmissions related issue (vehicle was previously repaired for the same issue which has now returned - I have emailed / called / the service centre - who have promised a response since Wednesday. I am getting no response or even attempt to handle my query

So sorry about this but this is now my second complaint for the same issue. I brought my car in to the service team on 9 October 2025 for many faults, one of which was an issue with the passenger wing mirror in that it records the daily outside temperature around -23 degrees which in turn means that I cannot use EV. I was told that a new wing mirror was required and that I would be contacted when it was ready to be fitted. I called many times since then and have been fobbed off with multiple excuses – the main one being that the cyber attack of 2025 hugely impacted the supply chain and parts are taking far longer to arrive. I now know this to be a complete lie as we are now 4 months on and on calling again I learn that no such part was ordered and the person in the team who was supposed to be looking after me has left.On 3 October 2024 I actually paid to have the wing mirror replaced (costing £1,129.55), so clearly the replacement was faulty.I raised my first complaint two weeks ago and received a very prompt call from Tony who promised to get someone to call me. This did not happen so I called again, spoke to Tony who again promised to find someone to return my call, although he went to great lengths to tell me how understaffed the team was, and yet still no call back.This is my second RR Sport bought from yourselves and we have also had a Defender from you, so I’d like to think you actually care about your customers but this shocking treatment over such a simple car part is, in my opinion, appalling.I still can’t use EV on a daily basis which is ridiculous.Please can someone call me as a matter of urgency.Job Card Booking Number: 13133And invoice document 24325056.

Please look at my previous complaint number 82023471.I have had no satisfaction...Feedback in resolving those issues.

I have not had a single call in relation to this. I have called multiple times only to be told that due to the hacking incident in 2025, everything is taking longer. It is now 4 months - how is that acceptable. My car temp gauge thinks it is now minus 23 degrees most mornings which doesn't allow me to use EV. This is our 5th landrover and the after sales care at Bishops Stortford is appalling. I called again this morning, thinking I was calling Bishops Stortford only to get through to a call centre, who then couldn't get through to Bishops Stortford, so I am, again, waiting for a call back.

Please see attached PDF, letter received at HQ

Customer vehicle was delivered back him on Friday the 6th Feb , customer is saying the vehicle has come back with a damaged rear Passenger wheel, on been delivered back it the hand over was not signed off, customer has spoken to Jade - but he saying he not getting anywhere also customer had to take a day off work as he feels the car may not be safe to drive. The radio stations have all been charged also - Details input Via Phone