Michelle Ritchie57 Western Road HP234BH07779480498Mitchsam3@yahoo.comThe General ManagerLookers AylesburyAesop Business Park, Aston ClintonAylesbury, HP22 5XXDear General Manager,I am writing to log a formal complaint regarding the disgraceful level of customer service and unfulfilled obligations I have experienced at Lookers Aylesbury. I purchased a high-end Range Rover from your dealership in April 2025, and despite 15 months of numerous emails and phone calls, promised repairs remain unactionable and unresolved.1. Point of Sale Issues (Unresolved since April 2025)When we picked up the car, multiple faults were present. Your team explicitly advised me that these would be repaired ASAP. To date, no action has been taken on the following:• Chipped paint on the doors and wing mirrors.• Dented speakers in the back of the car.• A cracked windscreen, which I have recently been forced to replace at my own personal expense because the crack deteriorated and became a safety hazard.2. Warranty & Trim Issue (Recent Service)During a recent service at your garage, I highlighted internal cracked glass along the back "Range Rover" writing—a known manufacturer fault. Your staff confirmed it was a common issue, verified it was covered under our extended warranty, and stated that someone would contact us to arrange the repair. No one has done so.3. Total Breakdown of Customer ServiceThe communication from your dealership is completely unacceptable. Today alone, I called at 10:00 AM for the 6th time in just two weeks. I was assured by a representative named Rosie that I would receive a callback. As has been the pattern for 15 months, this promise was broken.Under the Consumer Rights Act 2015, goods must be of satisfactory quality and as described. Furthermore, your dealership has a contractual obligation under our extended warranty and your initial sale agreement to carry out these repairs with reasonable care, skill, and within a reasonable timeframe. Leaving a customer stranded for over a year does not meet these legal standards.To resolve this matter immediately, I require:1. A formal date booked within the next 7 days for all outstanding paint, speaker, and warranty glass repairs to be completed, alongside a premium courtesy vehicle for the duration of the work.2. Full financial reimbursement for the cost of the replacement windscreen I was forced to pay for due to your inaction.3. A formal apology and compensation for the immense distress, lost time, and 15 months of failed communication.Please note that Lookers is a subscriber to The Motor Ombudsman's Codes of Practice. If I do not receive a satisfactory written response outlining a resolution within 5 working days, I will escalate this matter to the Lookers corporate compliance team. If a resolution is not met within 14 working days, I will request a Final Response Letter to take my case, phone logs, and email history directly to The Motor Ombudsman.I expect a premium car to come with premium service. I look forward to your immediate response.Yours sincerely,Sent from my iPhone

I gather that Steve Richards is no longer with the company.Please see details below of my latest experience with Lookers.I have just managed to speak with Harry who tells me that my vehicle will not now go into the workshop until Monday at the earliest.I would appreciate your response please.Paul Martell------ Original Message ------From: paulmartell@btinternet.comTo: steverichards@lookers.co.uk Cc: JenniferRusack@lookers.co.uk; lradvice@jaguarlandrover.comSent: Friday, July 17th 2026, 15:47Subject: Re: CASE:[8001082810]: Ongoing Issue Follow UpAnd this afternoon nobody is answering the phone!It’s 4pm on Friday, you’ve had my car all week and I have no idea when I will be getting it back! It really is the most appalling service. And it’s always like this - I’ve never had a good experience with Lookers!Sent from my iPhoneOn 17 Jul 2026, at 11:25, paulmartellwrote:Dear Steve,I hope you are keeping well.Because of the poor service received from lookers over several years, I have been taking my vehicle to a local garage in Chinnor for the last couple of years.However, I needed to bring it to Lookers this week to investigate an 'Amber Engine Warning' light.Had to wait 3 weeks for an appointment slot but brought it in on Tuesday at 9am.Got a call around 5pm to advise 'we haven't had time to look at it yet'.Call Wednesday afternoon to say it needs a new sensor. I gave the go ahead for the repair and was told the vehicle should be available for collection on Thursday.No update call on Thursday so I called first thing this morning to be told, 'we haven't got round to it yet but will do our best to get round to it today'.So, three years on and it doesn't look as if the standard of service from Lookers has improved at all. I've been without my car for a week - no offer of a courtesy car - and have had to cancel meetings/appointments etc.I'm planning to replace my car this year, but I won't be coming to Lookers!Regards,Paulp.s. I think this is the third replacement exhaust sensor the vehicle has needed since I've had it. There has been no issue with the performance of the vehicle but a warning light appears on the dashboard and I end up with a bill for c. £1k. These 'sensors' seem to be a money-making scam.

Dear Land Rover Aylesbury,I am writing to raise a formal complaint regarding the exceptionally poor communication and customer service I have experienced since leaving my Range Rover with your service department on Thursday, 9 July 2026.I booked the vehicle in for a full service and the investigation of several faults, including:An intermittently malfunctioning infotainment system;A damp smell in the rear of the vehicle following rainfall, suggesting possible water ingress; andA temperamental powered boot closure.When I dropped the vehicle off, I explained that I purchased it from Parks Land Rover Aberdeen in October 2025 as an Approved Used vehicle and that it remains covered by a one-year JLR warranty. I was reassured that all the faults would be investigated.As the vehicle is not my primary means of transport, I made it clear that the dealership could retain it for as long as reasonably necessary to complete the investigations, repairs and full service. Since purchasing it, I have covered approximately 7,000 miles, more than 500 of which were accumulated simply driving it home from Aberdeen.I was told that I would receive a telephone update. Instead, I received only a digital vehicle health check, which identified an additional issue described as a split “steering knuckle boot”. I attempted to contact the service department to discuss this, but the telephone rang unanswered.During Thursday, 9 July and Friday, 10 July, I called repeatedly and was told on several occasions that somebody would call me back. No calls were received. It was only after I contacted the dealership again shortly before closing on Friday that I was informed that the investigations had been completed and that the vehicle was ready for collection.When I attended the dealership, I met with Shad, who was extremely helpful at the time. I explained my frustration regarding the repeated failure to return my calls and was told that the department had been busy.As an executive within a large business, I fully understand the pressures faced by busy operational teams. However, when a business repeatedly promises a customer that they will receive a call, it is a basic professional courtesy to ensure that commitment is honoured. If a promised update cannot be provided at the original time, the customer should at least be contacted and advised of the delay.I was informed that the investigated faults required warranty authorisation. After I clarified that the vehicle was covered by a JLR warranty, Shad confirmed that this was understood. I also asked about the split steering knuckle boot and was advised that, as there was no evidence of external damage around the component, this should also be covered under the warranty.My understanding when I left the dealership was therefore that all identified items would be repaired under the JLR warranty once authorisation had been received. I was specifically told that Shad would telephone me on Monday, 13 July, to arrange for the vehicle to be booked back in. I was advised that the call might not be made in the morning but would be made by the afternoon.As an acknowledgement of the communication failures up to that point, the cost of the service was reduced from approximately £1,100 to £885.66. I was grateful for this gesture, thanked Shad repeatedly and left the dealership feeling that the matter had been handled appropriately.Unfortunately, that confidence was misplaced.No call was received on Monday. I allowed additional time because I appreciated that the team might be busy, but I still received no contact on Tuesday, 14 July. At approximately 5:00 pm, I called the dealership and was told that somebody would call me back. Again, no call was received.I followed this up on Wednesday, 15 July and was told that Shad was finishing with another customer and would call me straight back. No call was received. I attempted to contact the dealership again before closing and received no meaningful response.At approximately 9:30 a.m. on Thursday, 16 July, I called again. I was once more told that Shad was finishing with another customer and would call me straight back. No call was received.At approximately 11:30 a.m, I called the service line again, but the telephone rang unanswered and I was transferred to reception. The receptionist remembered my name, acknowledged my frustration and attempted unsuccessfully to contact the service team. She then advised that she would physically walk to the service department to ask somebody to speak with me.Shad eventually called me at approximately 11:40 a.m I explained that I did not want to be an unnecessarily difficult customer, but that the dealership had repeatedly promised to keep me updated and had repeatedly failed to do so. I also explained that I remain in possession of a premium vehicle purchased less than one year ago that is not functioning correctly.While I acknowledged the previous goodwill reduction, I made it clear that the same poor standard of communication had continued. I was therefore extremely disappointed when the response I received was simply: “Just remind me, this is the warranty work?”Given the extensive previous discussions, the number of calls I have made and the assurance that the warranty authorisation was being progressed, I found this response surprisingly dismissive and lacking in empathy or ownership.After confirming that this was indeed the warranty work, I was told to leave it with Shad and that I would receive another call. I waited for the remainder of the day and, yet again, no call was received.The vehicle is now sitting outside my home waiting to be returned to the dealership. However, despite my continued cooperation, I have not been provided with a confirmed booking date, confirmation of the warranty authorisation or any reliable indication of when the faults will be repaired.This experience is particularly disappointing because I have owned multiple Land Rover vehicles over many years. Regrettably, this is the worst customer experience I have had during that time.It is also relevant that I chose to purchase this vehicle from JLR Aberdeen, despite living locally to Aylesbury, because of a previous negative experience with Land Rover Aylesbury during a sales enquiry. I had hoped that my more recent aftersales experience would restore my confidence in the dealership. Instead, it has reinforced the concerns that led me to purchase the vehicle from a dealership more than 500 miles away.This is no longer an isolated missed call. It is a sustained pattern of broken commitments, poor record-keeping and an apparent lack of ownership. I have made every reasonable allowance for the dealership being busy, but I should not have to repeatedly chase a premium automotive retailer simply to establish whether agreed warranty repairs have been authorised and when my vehicle can be repaired.I am requesting the following as a matter of urgency:Written confirmation of every fault and component submitted for warranty authorisation.Written confirmation of whether each repair has been authorised under the JLR warranty, including the steering knuckle boot.A confirmed date and time for the vehicle to be returned to Land Rover Aylesbury.An estimated timeframe for the completion of all authorised repairs.Confirmation that no diagnostic or repair charges will be passed to me for work covered by the JLR warranty.A named senior point of contact who will take responsibility for the matter and provide reliable updates.An explanation as to why so many promised telephone calls were not made and why I have been required to chase the dealership repeatedly.Confirmation of what further action Land Rover Aylesbury proposes to take to recognise the continued inconvenience and poor customer experience since the original goodwill gesture was made.I would appreciate a substantive written response within two working days. Another general assurance that somebody will call me back will not be considered an adequate response.I purchased an Approved Used Range Rover from the manufacturer’s authorised dealer network because I expected both the vehicle and the associated aftersales service to meet the standards promoted by the JLR brand. My experience has fallen significantly below those expectations and has damaged my confidence in both the dealership and the brand.Please treat this email as a formal complaint under your complaints handling procedure, provide me with a complaint reference number and confirm that it has been referred to the appropriate senior manager.

PLEASE SEE ATTACHMENTS FOR THE FULL COMPLAINT RECEIVED VIA HQ

Dear Vehicle Complaints Team,I hope you can help.I am forwarding the email chain below regarding an unresolved complaint relating to my Land Rover Discovery.I have previously escalated this matter to Lookers Customer Services and Jaguar Land Rover Customer Relations but, despite several weeks having passed, I have not received a substantive response from Lookers. I have therefore been advised that this dedicated Vehicle Complaints mailbox may be the appropriate route to ensure the matter is reviewed.The chronology and supporting documentation are included in the forwarded correspondence, but in summary the complaint concerns a £619.88 charge for a radar repair that did not resolve the reported ADAS fault. The fault was subsequently resolved under warranty following replacement of the IPMA module.As the matter has now been outstanding for several months, I would be grateful if you could ensure it is allocated to the appropriate senior manager for review.Many thanks, and I look forward to hearing from you.Kind regards,Jeremy FennellBegin forwarded message:From: Jeremy FennellSubject: Re: VX73 XFN – ADAS repair on Land Rover DiscoveryDate: 15 July 2026 at 09:23:49 BSTTo: Lee Walshe, customer.services@lookers.co.uk, crc@jaguarlandrover.comDear all,I am disappointed that, despite my formal complaint and subsequent follow-up, I have still not received a response from either Lookers or Jaguar Land Rover.As a result, I have now referred the matter to The Motor Ombudsman. My complaint has been registered under case reference 00357619.My presence is still to resolve this matter directly should you wish to do so.My position remains unchanged.I originally reported both a windscreen leak and an ADAS fault. Following diagnosis, I was charged £619.88 for a radar bracket repair which did not resolve the fault for which the vehicle had been presented. The vehicle subsequently returned to the dealership, the fault was acknowledged as persisting, and it was ultimately resolved under warranty following replacement of the IPMA module and successful calibration.I remain of the view that the £619.88 charged for the earlier radar repair should therefore be refunded.I would appreciate a substantive response at your earliest convenience.Kind regards,Jeremy FennellOn 15 Jun 2026, at 10:28, Jeremy Fennellwrote:Dear Customer Services,Please find attached/forwarded correspondence regarding an unresolved complaint with Lookers Land Rover Buckinghamshire.I originally requested a review and refund of £619.88 in relation to ADAS diagnostic and repair work which, in my view, did not resolve the fault for which the vehicle was originally presented.The chronology and supporting detail are set out in the emails below. My original request for review was submitted on 18 March and I subsequently chased the matter, most recently on 26 March. I have received no response to date.The vehicle was originally presented with both a windscreen leak and an ADAS/cruise control issue. Following a chargeable radar-related repair costing £619.88, the reported symptoms remained. The vehicle was subsequently diagnosed with an internal IPMA failure and repaired under warranty, after which the symptoms appear to have been resolved.I am therefore seeking a formal review of the £619.88 charge and reimbursement of that amount.I would be grateful if Lookers Group and Jaguar Land Rover Customer Relations could review the attached correspondence and provide a substantive response.I look forward to hearing from you.Kind regards,Jeremy FennellVX73 XFNOn 26 Mar 2026, at 18:59, Jeremy Fennellwrote:Hi Lee,Could you please respond to me email below from last week?ThanksJeremyOn 19 Mar 2026, at 13:01, Jeremy Fennellwrote:Dear Lee,Thanks for the safe return of the car last week - hopefully all ok now, fingers crossed.I am writing to request reimbursement of the £619.88 I was charged for the radar bracket repair carried out on the vehicle in January.The sequence of events is clear from the service records and invoices:1. When the vehicle was first presented, I reported two issues at the same time:• water ingress from the windscreen, and• a cruise control / ADAS malfunction.2. The windscreen seal failure was confirmed and the windscreen was replaced. This repair took several months due to parts availability.3. The cruise control issue was assessed separately and I was advised that it was unrelated to the windscreen repair. The diagnosis was that the fault was caused by damage to the radar bracket behind the front bumper, allegedly due to a bumper scuff.4. Based on that diagnosis I authorised the work and paid £619.88 for removal of the bumper, replacement of the radar bracket and recalibration.5. The symptoms did not resolve after that repair. The vehicle was re-tested and the fault was acknowledged again.6. The vehicle has now been repaired under warranty after it was confirmed that the IPMA (forward camera module) had an internal failure and would not calibrate. The IPMA and windscreen were replaced and the system now calibrates correctly.Given that the original ADAS symptoms remained after the radar repair and were ultimately resolved only once the IPMA module was replaced under warranty, it is difficult to see how the radar bracket repair can reasonably be considered the root cause of the problem.In effect, the bumper/radar diagnosis has proven to be a misdiagnosis, and the £619.88 repair did not resolve the issue for which the vehicle was originally presented.In light of this, I am requesting that the dealership reviews this matter and arranges a full refund of the £619.88 paid for the radar bracket repair.I hope you’re able to resolve and were able to move on from this now - if necessary I am happy for the matter to be escalated and am grateful for your eventual solving of the issues especially in light of the challenges you’re facing with availability and parts.Kind regards,Jeremy

I would like to make a formal complaint regarding the recent repair and MOT on my vehicle.My vehicle was kept in your workshop for almost one week, I was charged over £2,200, and I was not offered a courtesy car, leaving me to rely on taxis throughout this period.The most unacceptable part is that the high-pitched squealing noise when braking, which was one of the main reasons I brought the vehicle in, has not been fixed at all. In fact, it is now even worse than before. I noticed this immediately after collecting the vehicle today.After almost a week without my car, paying over £2,200, and wasting a significant amount of my time, it is completely unacceptable to receive my vehicle back with the same fault still present.I expect Lookers to investigate this matter urgently, repair the fault at no additional cost, and explain how the vehicle was returned to me with the problem unresolved.

I think this must be a joke? I paid for a ‘while you wait’ MOT service at 10am and instead got a complimentary health check, £100 taxi bill, no phone call update throughout the day and no MOT! JLR post sales service is without doubt the worst. I will need a refund for MOT and taxi costs to and from Lookers. Please advise how this is to be processed?

Hi,Car Registration - OU69 VVEI am writing to express my continued dissatisfaction with the vehicle I purchased from Lookers in September 2025. Despite buying what was supposed to be an approved vehicle, I have experienced numerous ongoing issues that have failed to provide the peace of mind I expected.Since the purchase, the vehicle has had persistent and concerning noises. Despite multiple visits to the dealership and being informed that a part replacement was necessary, it took an extensive amount of time to receive and install the parts, mainly due to a cyberattack issue. During this period, I had to repeatedly contact your team and visit the dealership, causing significant inconvenience.Even after these efforts, the noises persisted and remain apparent. I am disappointed that an approved vehicle has continued to present issues. My repeated trips for diagnosis and part replacements have uncovered additional noises that were not initially identified. in last couple of months, I was instructed to bring in the car for inspection, only to find no one available to conduct it, forcing me to return home without any resolution.After continued follow-ups, I finally was able to get in inspected resulted in a new issue identified, and I was assured that the necessary parts would be arranged for replacement. Yet again I followed up after weeks to know that my vehicle was booked for service without my consent or being notified of the date and time. Due to this miscommunication, I had to reschedule for the 29th of June. Two days prior, I was informed that this appointment was cancelled, and I am still awaiting a final confirmation on the appointment. I have spoken to Multiple people at branch including Bryan and Lee on the phone and in person to no resolutions.This entire experience has been nothing short of frustrating and disappointing. It is unacceptable that I must persistently chase for updates and resolutions. The lack of communication, repeated delays, and unfulfilled commitments have led me to regret my purchase from JLR Lookers. I am deeply concerned about the long-term reliability of the vehicle and insist these issues be resolved promptly to restore any semblance of trust.I cannot afford to wait further for appointments and will not leave the vehicle for any service or diagnosis without being provided a courtesy car, as has been done before.Thank you for your urgent attention to this matter.Fahad

I purchased a Land Rover Discovery Gemini from you on the 27th May. After getting the vehicle, it developed two faults.1. When you press the rear washer button, water comes into the vehicle on the driver's side in the rear back window.2. The rear moulding that holds the number plate away from the body of the car.I called Lookers Buckinghamshire, where I purchased the car from, and had it booked in for repair.I took the vehicle in on the 2nd of July. I told the service staff that I needed to have the car back by the 9th of July. When I was at the service centre, I was told there were two recalls that needed to be completed on the car.Since the car has been at the dealership, I have had minimal communication from them about the status/progress. I have had to constantly call the dealership and ask for updates that have been vague, to say the least. I have requested numerous times for people to call me back, with the last attempt on the 8th July, when I was told the car was going into the workshop and would be ready.On the 9th July, I called again after receiving no update that I had been promised on the 8th July, and I was told the car is not ready and that no work has been completed on it.It was clear that I would need to car for the 9th of July for a holiday trip, and I made that clear the day I took it in. I don't mind if the issue cannot be fixed, but the fact that I was told it would be ready and when I have consistently called to get a status update, I was told it would be ready, it now turns out the car is not repaired.This was an expensive purchase, and I saw this brand as high-quality and as an experience and car that my wife and I could enjoy. I am seriously doubting this purchase now.The customer service has been so very poor. I was told numerous times that the car was going into the workshop, only to be told it had not gone in. I requested a simple call to update me; the last one was on the 8th July, and no call was made.During the sales process, I purchased the extended warranty because it was sold as a good thing. The first time I needed to get something done still within the manufacturer's warranty, it was not a good experience.I now have to pick up the car and rebook it for another date to complete this work. To be honest, I have my doubts about the level of customer service I will receive again.I am so disappointed in this experience. I would like something done about this because I have spent the best part of a week chasing down what is going on with a car that I have only had in my possession for a month and a half.

Tailgate issue, and dlr took the car for a diagnostic and then called them at the end of the day to then be told they have to keep it for another day.Called them again, and a girl said they couldn't find a fault, and then another person said it needs a tailgate switch and have ordered the part and would be called back.3 weeks later, they then called for an update and was told they couldn't order the part without having an appointment booked. Cust. unhappy with the service provided, as the dealership should've done this at the time but they booked it for 7 July.Then called again to find out its not been booked in for tomorrow which they're not happy about the service as they never call back, and fail to follow process in booking the car.