Dear Team,I collected my Jaguar F-Pace today (Registration: LR72 VUD, Enquiry No: 8237696) from JLR Lookers Buckinghamshire. When I reached home, I noticed water drops or bubbles inside the panoramic roof glass. At first, I thought it was on the outside, but when I wiped it with a tissue, I realised the moisture was inside the glass.Later this evening, all the windows inside the car misted over, and when I wiped them with my hand, I could feel moisture on the glass.Since I purchased the car today, I am reporting this immediately. Please advise urgently on the next steps. Should I bring the car back to Lookers, or can I take it to my local Jaguar dealer in Reading under warranty?I would appreciate your guidance as soon as possible.Kind regards,Rejimon Mathew

A further update on my vehicle. Miraclously, the day after submitting the previous complaint, the vehicle was ready for collection. No advance warning to say "parts were scheduled for delivery" or "your vehicle will ready on a certain date".I went in to collect it the same day. The vehicle was not washed as offered when I booked it in. To make matters worse, the job sheet stated it had been washed!I took the vehicle from the dealership and within a few hundred yards the engine management light illuminated. I have therefore returned the vehicle again for repair.I have no faith in this vehicle or the ability of the dealership to carry out the repairs.I therefore re-iterate my request as per my inotial complaint -Under the Consumer Rights Act 2015, the goods you supply must be fit for purpose. There has been a problem with this vehicle, probably since day 1, but certainly within 30 days, and with no known date for repair, I kindly request that a full refund is issued within the next 7 working days.RegardsHugh

I am still waiting for someone to call me back regarding a new service pack!My car went into Lookers, Aylesbury on 25th Nov for a service. It was the last on my service plan. When I picked the car up I asked about renewing my service plan. I was told one of her colleagues would call me back to arrange this. I still have not received a call from anybody. Can you get someone to call me please?

I have had an issue with failing tailgate hinges, the tailgate has dropped and I am awaiting approval to have this repaired.The car was sold to me online as perfect but has in fact been accident damaged, I only became aware when the boot began failing.I have been in contact with Lookers Buckinghamshire but they are terrible at replying and have really put me off this car and their service.

Reg: KS73 XCZWithout Prejudice To whom it may concern. I collected the above vehicle on 15/09/2025 for a pre planned trip to Scotland.  Other than short local trips this was to be the first journey of any length.  On the first stopover in Shropshire on 11/10/2025, the coolant light came on.  I called out Land Rover Assist (AA) and after several hours waiting , was told to keep topping up the coolant during the holiday. Whilst inconvenient, I topped up the coolant daily as instructed.  On my return the vehicle was booked into yourselves on 10/11/2025.  Communication was poor but after chasing up twice I was told that the fault had been diagnosed but no parts are available and there is currently no known delivery dates of the parts. As you can see from the above (and I am sure you can verify from the Land Rover records), the vehicle was faulty within 30 days of receipt, so the vehicle was probably faulty when I collected it.Of the 11 weeks I have owned the vehicle, it has been faulty for 7 weeks and back at your dealership for over half of that time. Other than one of your salesmen (Stephen Reynolds) the service received from Lookers has been appalling to say the least. As a result, I have no faith in the vehicle, or your dealership.  I have no interest in taking the vehicle back. Under the Consumer Rights Act 2015, the goods you supply must be fit for purpose.  There has been a problem with this vehicle, probably since day 1, but certainly within 30 days, and with no known date for repair, I kindly request that a full refund is issued within the next 7 working days.  If you have any further questions please contact me, all my contact details are below - Tel: 07834737575Email: office@vowlesfarriery.co.uk Regards Hugh

We are trying to contact Chris from whom we purchased a new Discovery from in March but his mail account doesn’t appear to be working so not sure if he his still part of your team - can you advise

Customer has phoned in to complaint about having to chase up the sales invoice paper work for sales of the vehicle he received on the 12th November. Andre Janea dealing with customer. Customer has emailed Daniel and call into branch, but did not get to speak to a manger. Agreed a price on part X .customer did not here anything for a week - branch saying they never agreed a price , but customer saying he has had his name taken off the V5 for part ex - so if branch are saying a price was never agreed why was this done.

I sent an enquiry for a 2025 Range Rover Velar via autotrader on 26 Nov. I got an initial response from zohaib. I sent back some additional information about my needs and heard absolutely nothing again. At the same time, I had contacted Parks and Sytner about Velar autobiography and both have replied, sent link to upload trade in vehicle data and have sent a proposal to change vehicles. Still nothing from Lookers

Dear Megan-Jayne,I am writing to express my deep frustration and disappointment with the ongoing issues surrounding my vehicle (Reg: BD70HOJ) and the way this situation has been handled by Lookers Jaguar Land Rover Buckinghamshire.After paying over £2,300 for the recent DPF and PM sensor replacement, and being assured the car was fully repaired and checked, the amber engine warning light came back on less than 48 hours later. I immediately returned the car, where your team informed me that a valve now needs replacing under warranty.This outcome is completely unacceptable. It clearly shows that the initial diagnostic process was either incomplete or inaccurate, as this fault should have been detected before charging me such a high amount for major repairs.I was told that I would receive a confirmation email for the follow-up booking on Tuesday, 25 November, yet as of today, I have received nothing in writing. This repeated lack of communication, transparency, and care is exhausting. I am driving a vehicle that is still faulty, unreliable, and potentially unsafe — after paying a premium for repairs that have failed to resolve the underlying problem.The entire experience has cost me not only a significant amount of money but also time, stress, and inconvenience. Travelling repeatedly from Oxford to Aylesbury, arranging transport, and having to chase for updates every step of the way is simply unacceptable for a dealership of this calibre.I expect:1. Written confirmation of my appointment on Tuesday, 25 November and assurance that the valve replacement will be carried out under warranty with no cost to me.2. A courtesy vehicle or alternative support while this work is being completed.3. A formal goodwill gesture or compensation in recognition of the repeated disruption, poor communication, and loss of confidence caused by this ongoing situation.Frankly, I feel completely let down by the service I’ve received so far. I hope this message conveys how serious this has become for me as a customer, and I expect an immediate written response confirming the next steps.Kind regards,Hadi Nuri________________________________________From: Megan-Jayne DaweSent: Monday, November 17, 2025 11:49 AMTo: hadi noriCc: Keira KavanaghSubject: RE: BD70HOJ/ Urgent Formal Complaint – Vehicle Held Without Resolution or Courtesy CarGood afternoon,I am pleased to confirm the vehicle is now complete and ready for your collection.ThanksMegan-Jayne Dawe Customer Service ManagerJaguar Land Rover BuckinghamshireT: 01296 633 410E: Megan-JayneDawe@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 2 Aesop Business Park, Aesop Road, Aston Clinton | Aylesbury | HP22 5XXCONFIDENTIALITY 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: hadi noriSent: 13 November 2025 16:37To: Megan-Jayne DaweCc: Keira KavanaghSubject: Re: BD70HOJ/ Urgent Formal Complaint – Vehicle Held Without Resolution or Courtesy CarExternal Sender: Confirm legitimacy before acting.Dear Megan-Jayne,Thank you for your detailed correspondence and for clarifying the situation with the DPF and PM sensor. I appreciate the time you’ve taken to explain everything clearly and to apply the goodwill discounts offered so far.After considering all options carefully, I would like to confirm that I am happy for Lookers Jaguar Land Rover Buckinghamshire to proceed with the DPF and PM sensor repairs as quoted.Before proceeding, I would be grateful if you could please confirm the following in writing for my records:1. That both the replacement DPF and PM sensor will be covered under Lookers’ 12-month parts and labour warranty, in line with your standard policy.2. That once the repair is complete, a full copy of the diagnostic report and any technician notes relating to the DPF fault will be provided to me.3. That the estimated completion remains within two working days from authorisation.Please go ahead once these points are confirmed. I appreciate your team’s help in resolving this matter and look forward to having the vehicle back on the road soon.Kind regards,Hadi Nuri________________________________________From: Megan-Jayne DaweSent: Thursday, November 13, 2025 3:06 PMTo: hadi noriCc: Keira KavanaghSubject: RE: BD70HOJ/ Urgent Formal Complaint – Vehicle Held Without Resolution or Courtesy CarHello,Thank you for your prompt response.Regarding the DPF concern, while I completely understand your wish to explore a professional clean before replacement, we cannot confirm that this would resolve the issue. Given that a fault code is stored for an internal failure, it would be prudent to assume that a clean may not rectify the fault. However, you are more than welcome to pursue this option if you wish.Unfortunately, as a main dealer, this is not a service we are able to provide. Should you wish to proceed with a professional DPF clean, we would advise that the vehicle be collected and arrangements made independently with a specialist of your choice.With regard to your request for further goodwill assistance, I do regret to advise that my previous position remains unchanged. The repair costs have already been reduced to the lowest level we are able to offer. Similarly, we are currently at full capacity with courtesy vehicles and are therefore unable to provide a hire car on this occasion.I sincerely apologise for the inconvenience this continues to cause.Thank you once again for your understanding and patience. Please let me know how you wish to proceed with the DPF repair, and we will ensure the necessary arrangements are made promptly.As previously noted, we can have this repair turned around within 2 days if you wish to proceed.Kind regards,Megan-Jayne Dawe Customer Service ManagerJaguar Land Rover BuckinghamshireT: 01296 633 410E: Megan-JayneDawe@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 2 Aesop Business Park, Aesop Road, Aston Clinton | Aylesbury | HP22 5XXCONFIDENTIALITY 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: hadi noriSent: 13 November 2025 14:49To: Megan-Jayne DaweCc: Keira KavanaghSubject: Re: BD70HOJ/ Urgent Formal Complaint – Vehicle Held Without Resolution or Courtesy CarExternal Sender: Confirm legitimacy before acting.Dear Megan-Jayne,Thank you very much for your detailed reply and for clarifying the diagnostic findings. I genuinely appreciate you taking the time to explain the situation and for acknowledging the delays and communication issues I’ve experienced; that means a lot.I fully understand that fault codes were found for both the DPF and PM sensor, and I’m glad to hear that the sensor is being replaced under warranty. However, given that the DPF issue has not yet been physically confirmed and may be related to soot build-up rather than internal failure, I would be grateful if your technicians could please explore whether a professional DPF clean can be attempted before proceeding with a full replacement.As you mentioned, the exact cause cannot be confirmed without removing and inspecting the DPF; so it seems reasonable to consider a cleaning or regeneration process first, particularly as this would significantly reduce costs and may fully resolve the issue.I also wanted to kindly ask if any additional goodwill support can be considered at this stage; either by further reducing the labour cost or applying a higher parts discount. The vehicle has now been off the road for more than a week, and this is unfortunately the third significant issue I’ve faced since purchasing it from Lookers less than a year ago. I’m hopeful that the dealership might be able to recognise this difficult experience with a gesture that restores confidence and strengthens our relationship moving forward.Finally, I would again appreciate if you could reconsider providing a courtesy vehicle while my car remains with you. Being without transport for this long has caused considerable inconvenience, especially as the repair delay was not within my control.I truly appreciate your help and understanding, and I’m very grateful for your efforts to resolve this matter fairly. Please let me know if you can review the DPF clean option and any possibility for further goodwill assistance before proceeding.With kind regards and thanks,Hadi Nuri________________________________________From: Megan-Jayne DaweSent: Thursday, November 13, 2025 10:32 AMTo: m_had_n@hotmail.comCc: Keira KavanaghSubject: RE: BD70HOJ/ Urgent Formal Complaint – Vehicle Held Without Resolution or Courtesy CarDear Mr Hadi- Al Nuri,Thank you for your email. Firstly, please accept our sincere apologies for the lack of communication you have experienced, particularly on our advisor Keira’s part. We completely understand your frustration and appreciate the opportunity to address your concerns in full.Your vehicle (registration BD70HOJ) was recovered to our Buckinghamshire Service Centre on 05/11/2025. Recovered vehicles are placed in a queue and attended to as soon as technician availability allows, alongside our pre-booked workshop appointments. If this process was not clearly explained at the time, I do sincerely apologise.Following our diagnostic assessment, we can confirm there are two fault codes stored:• One for the DPF matter sensor, which has already been approved for replacement under your warranty.• One for the DPF itself, indicating internal failure. This could be due to excessive soot build-up or an internal fault within the DPF. Either issue can cause the sensor to read incorrectly. Unfortunately, we cannot confirm the exact cause without removing and inspecting (cutting open) the DPF.Both fault codes are permanent and indicate that replacement of both components is required.We have consulted with Jaguar Land Rover’s warranty team to request goodwill or brand contribution; however, due to the vehicle’s age and warranty policy criteria, this repair falls outside of support guidelines. I am therefore sorry to confirm that no manufacturer contribution can be applied.That said, in recognition of the communication delays and inconvenience caused, Keira has applied a goodwill discount to this repair, which includes:• 50% reduction on labour charges• 15% discount on all partsAs Keira has already confirmed the price for this repairs, discounted is: £2,379.20. Please find attached estimate.Once we have your approval to proceed, we are ready to complete the repair promptly. All required parts are in stock, and we expect to have your vehicle fully repaired and ready for collection within two working days of authorisation.With regard to a courtesy car, unfortunately, as your vehicle was recovered rather than booked in for a scheduled appointment, all fleet vehicles are currently allocated to customers with existing loan bookings. We regret that we are therefore unable to provide a courtesy car at this time.Once again, please accept our apologies for the inconvenience and lack of communication you’ve experienced.We are now in a position to move forward as soon as we receive your confirmation to proceed.Kind regards,Megan-Jayne Dawe Customer Service ManagerJaguar Land Rover BuckinghamshireT: 01296 633 410E: Megan-JayneDawe@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 2 Aesop Business Park, Aesop Road, Aston Clinton | Aylesbury | HP22 5XXCONFIDENTIALITY 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: Keira KavanaghSent: 13 November 2025 09:17To: Megan-Jayne DaweSubject: FW: BD70HOJ/ Urgent Formal Complaint – Vehicle Held Without Resolution or Courtesy CarKeira Kavanagh Service AdvisorJaguar Land Rover BuckinghamshireT: 01296 633 410E: KeiraKavanagh@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 2 Aesop Business Park, Aesop Road, Aston Clinton | Aylesbury | HP22 5XXCONFIDENTIALITY 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: hadi noriSent: 12 November 2025 19:06To: Keira Kavanagh; customerrelations@lookers.co.uk; FeedbackSubject: Re: BD70HOJ/ Urgent Formal Complaint – Vehicle Held Without Resolution or Courtesy CarExternal Sender: Confirm legitimacy before acting.Dear Keira,I am writing to raise a formal complaint regarding the ongoing delay and lack of communication about my vehicle, registration BD70HOJ, currently at your Buckinghamshire service centre.As of today, my vehicle has been in your workshop for over seven days, and I have not received a clear written update, detailed diagnosis, or confirmation of any agreed repair plan. My previous email dated 10th Nov, in which I requested clarification about the quoted DPF replacement and possible cleaning alternatives, has still not received a reply.The free Vehicle Health Check carried out by your team showed no red (urgent) faults, which makes the £2,379.20 DPF quote even more concerning. I asked for evidence of physical DPF damage (such as a melted matrix or cracked casing) and confirmation that a professional clean had been considered first. These questions remain unanswered.This is now the third significant fault since I purchased this vehicle from Lookers in December 2024. It is unacceptable for a vehicle sold less than a year ago to have repeated major issues and for me, as the customer, to be left without both a vehicle and clear communication for over a week.Given these circumstances, I am requesting the following without further delay:1. A written technical report detailing the exact DPF fault, inspection results, and justification for replacement.2. A clear update on the current status of my vehicle, including whether work has been authorised or remains on hold.3. Provision of a courtesy car with immediate effect, as it is unreasonable to leave me without transport while my car remains with your dealership for an extended period.4. A goodwill contribution or additional discount, in recognition of the repeated inconvenience and the history of faults since purchase.If I do not receive a clear written response and a confirmed plan of action within two working days, I will escalate this matter formally to:• Lookers Group Customer Relations• Jaguar Land Rover UK Customer Experience Centre• The Motor Ombudsman, under the Consumer Rights Act 2015, which protects buyers from vehicles sold with underlying or recurring faults.I would prefer to resolve this directly with your dealership, but the current lack of transparency leaves me no choice but to take this step if the issue is not addressed immediately.I look forward to your urgent reply confirming the above.Kind regards,Hadi________________________________________From: hadi noriSent: Tuesday, November 11, 2025 2:46 PMTo: Keira KavanaghSubject: Re: BD70HOJDear Keira,Thank you for your email and for confirming that the extended warranty will cover the cost of the PM sensor replacement. That is very helpful.Regarding the DPF replacement cost of £2,379.20, I need to understand this diagnosis in more detail as this price is extremely high.Could you please provide clarification on the following:1. What is the exact physical fault with the DPF unit itself? Is the internal ceramic matrix melted or physically broken, or is it just blocked with soot and ash?2. Has the DPF been internally inspected to confirm for physical damage? If not, a professional clean should be attempted first.3. Is this quote for a brand-new genuine Land Rover part? If the unit needs to be replaced, can we explore a high-quality, manufacturer-approved aftermarket or reconditioned DPF to reduce costs significantly?Furthermore, I must express my disappointment that this is the third significant issue I have had with the vehicle since purchasing it from your dealership less than a year ago. The recurring problems suggest the car may have had underlying faults that were not properly addressed.Given my recent purchase history and the repeated inconvenience I have faced, I would appreciate a more substantial gesture of goodwill from the dealership than the standard discount offered.Please confirm if a professional clean is a viable option once the sensor is fixed, or if the dealership is able to offer a much sharper price on the replacement unit given the circumstances.I look forward to your response.Kind regards,Hadi________________________________________From: Keira KavanaghSent: Tuesday, November 11, 2025 10:29 AMTo: m_had_n@hotmail.comSubject: BD70HOJGood morning,I hope you are well.Following our recent conversation regarding your vehicle, I wanted to confirm that your extended warranty will cover the cost of the particulate matter (PM) sensor replacement.However, there is a separate fault related to the DPF, which unfortunately is not covered under the warranty. If you would like to proceed with this repair, I have applied a discount reducing the cost to £2,379.20 from the original £2,887.07.Please let me know how you would like to procee.Kind regards,Keira Kavanagh Service AdvisorJaguar Land Rover BuckinghamshireT: 01296 633 410E: KeiraKavanagh@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 2 Aesop Business Park, Aesop Road, Aston Clinton | Aylesbury | HP22 5XXCONFIDENTIALITY 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.

Evoke hybrid 21/2 years old and still under warranty. 30.08 completely broke down, partly a known fault and also other reasons. Took the vehicle in on the 31/08 unfortunately was the day of the cyber attack. Delay due to the attack and wasn't alot they could do. Awaited parts 31.10 the parts arrived. The vehicle was in the dealership all of this time. 07.11 called asked for update. Additional part was required. 11.11 a new problem arrived escalated. Asked for service manager to call. 17.11 again asked for an update T.A. no news again the service manager has still not contacted the customer. Poorly informed, poorly updated all the way. We are now 3 months down the line and is appalling service.