cust car went in during that period cust had CC, returned the car in line with the agreement. Enterprise charge the customer for 2 days hire as Lookers didnt pay for the car.

Dear Sir/Madam,I am writing to formally notify you that your continued failure to complete repairs to my vehicle, which has now been in your possession for over three months, constitutes a breach of your obligations under the Consumer Rights Act 2015.Despite repeated assurances that the vehicle would be ready “next week,” these representations have been consistently inaccurate and misleading. This pattern of conduct is unacceptable and demonstrates a failure to carry out the service within a reasonable timeframe, as required by law.You are now required to provide, within 48 hours of this notice:A full written explanation for the delayThe current status of the repair, including confirmation of any outstanding parts or issuesA firm and final completion dateIf you are unable to meet this requirement, I will take the following actions without further notice:Arrange immediate recovery of my vehicle from your premisesSeek to have the repairs completed elsewhere and pursue recovery of any additional costs incurredInitiate a formal complaint through The Motor OmbudsmanCommence legal proceedings to recover losses arising from your breach of contractPlease treat this matter with the urgency it now requires. Failure to respond adequately within the stated timeframe will be taken as confirmation that you are unable to fulfil your obligations.

Summary of ComplaintVehicle: Range Rover Evoque (LN24 XEA)Purchase Date: March 2024Breach of a verbal contract and misrepresentation regarding a "free first service" incentive.During the sales negotiations in March 2024, a deciding factor in my purchase was the inclusion of one free service. This was explicitly confirmed by the Sales Executive, Riaz Sham, who stated the agreement would be "handled separately" and intentionally excluded from the standard paperwork.Upon attempting to book this service in January 2026, I was informed no such plan exists. Despite my detailed recollection of the negotiation, the dealership is now refusing to honour the commitment due to a lack of written evidence.A significant portion of my grievance involves the unprofessional handling of this dispute by the senior leadership team over the past seven weeks:Paul Carter (Sales Manager): Riaz then directed me to contact Paul Carter directly on 4 March 2026, noting that Paul had already predisposed himself to reject the claim without written proof.I emailed Paul on 4 March and sent a follow-up on 10 March.To date, Paul Carter has failed to provide any response, effectively ignoring a formal customer complaint and a direct request for resolution.Due to the Sales Manager’s silence, I escalated the matter to Andrew Tibbles on 19 March 2026 and to date am yet to receive a response.

I am raising a formal complaint regarding ongoing faults caused by previous software work carried out by you. In April 2024, Lookers attempted to install Apple CarPlay on my Evoque and the update failed twice, leaving my infotainment system unstable. In August 2025, during recall N835 and an attempted N862 update, my spare key stopped working and the vehicle was returned with a BCM/RFA mismatch and further infotainment/USB faults. Your own invoice incorrectly suggests a “non‑genuine repair”, despite the fact my keys and systems worked prior to these visits. I previously escalated this to JLR CRC in February 2026 with no response. I am requesting that Lookers now take ownership of the issue, investigate the failed programming, and arrange corrective action including key re‑sync, module re‑flash, and resolution of the infotainment faults.

It has now been over 3 weeks and no contact to my complaint. I have also written directly to michaelyork@lookers.co.uk on Tuesday 31st March and no reply.Can someone please contact me. This is getting ridiculous.Many thanksJulianTicket 86947540Created by System on Mar 18, 2026 at 10:56 AM UTCDear Julian OrmerodWe are in receipt of your complaint.We are sorry that we have not met your expectations and that you are not happy with our service. By making a complaint, you are giving us the opportunity to investigate and improve our services for you and for everyone. we investigate the issues you have raised, and you will be contacted within 14 days to discuss your complaint.

I was offered a service plan for my Jaguar which I accepted which included the MOTa plan of regular payments was agreed but on the first service i was told that IO would have to pay for the MOTHowever when i agreed the first service and MOT would occur at the same timeWhen I queried the necessity to pay up front it was said that the account would be in a slight deficit even though regular payment plan had been set upWhen I again queried the charge no one has come back to mePlease investigate and repay the £49.00

From: Alex GravesSent: 02 April 2026 10:59To: 'GDPRHelp@lookers.co.uk'; 'feedback@lookers.co.uk'Cc: 'danielmerrett@looker.co.uk'Subject: SAR request and complaint over warranty miss-sellingGood Morning,I am sorry to be requesting this but I have tried to contact your Lookers branch in Aylesbury several times over a warranty matter and each time I get told I will get a call back/email back and nothing has come back to me yet. It’s been a week since my initial request to the dealership for help in the matter and no return contact, so I can only assume that they have no interest in resolving it.I bought a Jaguar F Pace, reg no EY21NHF at the end of April last year. The salesperson who delt with it was called Nick Levison.As part of the negotiations to do the deal, it was agreed that a 2yr approved warranty would be included. At the time your group had a promotion on for 2yr warranty if you took finance, I paid for the car outright but it was agreed to include the 2yr warranty if I paid the money before the end of that month to help you meet sales targets. Which I did. We agreed to deliver the car to my home as it wasn’t ready for collection on the days I could make, due to delay in having the car prepped for sale. So I was surprised to receive in the post recently a letter from jaguar asking me if I wanted to extend my approved warranty after only one year had passed.My full name is Alexander Graves, I bought the car for my wife and it is registered in her name, Alexandra Gadd.I believe the conversations with Nick on the car were made at the end of April 2025 both via email and phone. So for this SAR can I please have all emails and phone conversations with Nick relating to the transaction. The email address I was using was alex_graves@hotmail.com and calls both from and to me were made on 07779297182, which remains the correct number to reach me on.I believe the purchase price was £33,869 incl vat (of which 32,920 was the car, 41.67 was for fuel and 749.17 was for the extra 12months warranty)I’d really rather not go down this route and remain open to adequate resolution but like I said, a week of being ignored is enough, hence the SAR, so I can take the matter to the ombudsman and complain to other relevant bodies about the miss-selling. I understand under GDPR rules, you have 30 days to furnish the information or it’s an ICO matter. And in general want to complain about the lack of response from your firm to this, hence have copied in the feedback team as well.I look forward to your prompt response.Kind RegardsAlex

Dear SirsWe have attempted to fill in the after sales form but it is beyond us!However we would like to say that we feel we have received excellent, considerate service at every stage of the sale.A special mention about Sean Weekeswho has patiently dealt with all our enquiries.Many thanksClive & Gerry Booth

Dear Cinch Resolutions Team,I am writing to formally complain regarding a Land Rover P300e (Reg: LS21 FBV ) purchased from Cinch in January 2025.It has recently come to my attention that the software for the vehicle at the point of sale to me was a full year out of date and this has meant that a number of highly critical updates have been missed.The vehicle has encountered multiple safety critical issues over the past year including;• Entering ’stop safely - loss of drive' mode and cutting out completely whilst in use.• Severe shuddering whilst driving the vehicle• Failing to enter EV mode at all constantly citing 'EV mode temporarily not available’ - increasing the cost of running the vehicle considerably• Parking brake refusing to be taken off, leaving the vehicle stranded.I am holding Cinch liable based on the following:1.Latent Defect (Consumer Rights Act 2015): As a P300e, this vehicle requires specific software versions (Pivi Pro 4.1.6 or higher) to ensure the stability of the braking and PHEV systems. This vehicle was sold with outdated software that contained known bugs, meaning it was not of "satisfactory quality" or "fit for purpose" at the time of sale. As you will see in the attached picture, I have discovered that the most recent software update was completed in January 2024, a full year before I purchased the car from you. Basic research will show that the vehicle should have been running Pivi Pro Version 4.2.1 in January 2025. The vehicle was sold to me with OS version 2.5.1.2.Failure of Warranty Repair: During the past year I have reported multiple issues to your approved repairer (Lookers Land Rover Buckinghamshire) and they have undertaken a number of repairs, including some in April 2025 whilst the vehicle was still under warranty. Lookers Land Rover failed to identify that the software was severely out of date. Under the Consumer Rights Act, a fault present within the warranty period remains the responsibility of the seller/provider to rectify, even if the warranty has since expired.3.Safety Concern: I have experienced significant problems with this vehicle throughout my time in owning it including shuddering, cutting out completely whilst being driven, failure to enter EV mode at all and a handbrake that has failed to operate correctly. These are all major safety risks which even basic research suggests are highly likely to be connected to the out of date software. With that in mind, I no longer have confidence in the vehicle's safety.Required Action:I require Cinch to authorize and cover the full cost of a "total system software calibration and update" and a full mechanical inspection of the vehicle to ensure that all issues that may have been affected by the out of date software are corrected and that the vehicle is safe and fit for purpose.If this is not resolved within 7 days, I will be escalating this matter to the Financial Ombudsman Service (regarding the finance/purchase) and The Motor Ombudsman for the service failure.I look forward to your immediate confirmation that this repair will be covered.Your faithfully,Andrew Tippen07742 635948Cc. Lookers Land Rover Buckinghamshire - for the attention of the Head of Business. Please note that I am now holding both parties jointly liable for the failure to rectify a safety-critical fault which was present during the warranty period.

I write to formally request a full refund for the vehicle purchased from your dealership on 9th April 2025, under my statutory rights pursuant to the Consumer Rights Act 2015.Since the 19th of December 2025, I have been left without the vehicle, which has remained in your possession due to ongoing faults that have occurred intermittently from the time of purchase. During this time, I have not had access to the vehicle that I purchased and relied upon. Today, the hire vehicle that had temporarily been provided to me was also removed, leaving me entirely without transport. Further to this, I received notice that the hire vehicle would be removed at 18:37 on Friday evening and the tone and vocabulary of the email from VOR was both threatening and, in places, inaccurate.This situation has now placed me in an extremely difficult position. I am a busy secondary school teacher with two young dependants, and the removal of the hire vehicle has left me unable to carry out essential daily responsibilities: including travel to work and caring for my family.The core issue remains that the faults with the vehicle were known at the time of sale, yet this information was never disclosed to me when I specifically asked about the vehicle’s history prior to purchase. It is therefore clear that the vehicle was sold in a condition that was not of satisfactory quality and not fit for purpose, contrary to the protections afforded to consumers under the Consumer Rights Act 2015.In addition, The Consumer Protection from Unfair Trading Regulations 2008 will also apply on the basis that the car was sold on following a ‘misleading action’. As noted above, at no stage was it ever disclosed that the vehicle had undergone significant works with regards to the gear box; notably, a complete replacement! Had this have been known at the time, I would not have purchased the vehicle. I was only informed about this replacement when the car had to be returned due to ‘gear box fault’ errors continually showing on the dashboard.At the time of purchase, the vehicles history was shown on the computer screen which highlighted services and MOT checks but never anything as significant as a gear box replacement.I was later informed, when the car was returned to your garage in December 2025, that the repair to the gearbox was carried out by Lookers, and indeed, undertaken by your own technicians. It is therefore without dispute that this information would have been known to Lookers at the time of sale.I note that your representatives have recently attempted to rely on the position that the matter falls outside of warranty. This also appears to be misleading as I was informed by Ryan that it was covered for repair only now to be told that it now might not be covered. The ongoing saga is not only exasperating but also having a detrimental impact on my professional and family life with the worry being all-consuming.The level of service and after-care here is non-existent; being assured of one remedy, only to be later told another, all whilst my my car sits dormant and I remain without a vehicle. There is a clear pattern of uncommunicative acts and omissions here, something which the Consumer Protection from Unfair Trading Regulations 2008 guards against.With all above points stated it must also be noted that this is not a warranty issue. My claim arises from statutory consumer protection rights, which exist independently of any warranty and cannot be contracted out of.Given that:• The vehicle was purchased on 9 April 2025.• I was misled into the purchase.• I have not had use of the vehicle since 19 December 2025.• The faults appear to have been present or known at the time of sale.• I have now been left entirely without a vehicle.I must formally request that Lookers Jaguar Land Rover Buckinghamshire arrange a full refund of the purchase price without further delay.I do believe that I have given every opportunity to resolve this issue but still, after 3 months, I am no further forward. I have not seen my car since the 19th of December 2025, and I have no faith that this will be repaired to any industry standard as the part required is not even made by JLR anymore as I have been informed on several occasions by the service team.We decided to purchase this car from yourselves, as an official Jaguar Land Rover dealership, which would afford us the peace of mind that this would be an approved used vehicle: the opposite has been found to be the case!If this matter cannot be resolved promptly, I will have no option but to pursue further remedies available to me.I was told on purchasing the car that buying a Land Rover is like buying into a relationship, or family. A bold claim that stayed with me! Well, if any sales company makes such an assertion, it is then fair to hold them to the standards that define any meaningful relationship. These typically include trust, communication and accountability.