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.

This email is sent out of frustration and disappointment at the way I have been treated by your garage and as yet I am still waiting for my car to be returned.It will be 4 weeks tomorrow since I brought my car in for a simple health check. I have called your service department numerous times for an update only to be told that Molly is unavailable, this has led me to have to explain the situation continuously, to other people in the service department - it seems if Molly is unavailable no one else can helpI eventually spoke to Molly on Friday 19th who told me the catalytic converter needs to be replaced and the brakes, however there is no guarantee this will fix the problem - costly work which deserves a better level of client support, In the hope of getting my car back, all work was agreed to and I was told the part would be ordered that day and the car worked on the following week, on the Friday 26th June I rang for an update and was promised someone would let me know that day as I needed the car to help my son move out of university, still no update.To be honest I have given up ringing now as I’m fed up with hearing your hold music and explaining the situation.I had high hopes when I checked the car in a month ago that you were a good local garage where I could buy my next vogue - I spoke too soon, your customer care is poorI have no idea when my car will be ready, so can make no plans for the summer, we had to borrow a van last Sunday to help our son, I had to endure a painful ride home from hospital after a knee op in my husband’s Porsche (I told Molly I needed the car returned by Tuesday 11th June - it wasn’t even looked at until that date)To add to my annoyance I have received a promotional email from lookers to test drive a new car.RegardsNicky Hale

Customer's looking to make an insurance claim with Premiasolutions, but the number on the paper work doesn't work.

I am writing to raise a formal complaint regarding the handling of my vehicle repair and the termination of the hire car.I have today been contacted by Enterprise and told that Land Rover has terminated the hire car on the basis that the work has been completed. This is extremely concerning, as I have not received a proper response from Lookers to my emails and phone calls, and I have not been provided with the clarification I requested before making any further decisions.I have repeatedly tried to obtain clear written answers regarding the repairs, including what work has been completed, what remains outstanding, the quotation requested, and the issues I have raised about the EGR cooler filter, DPF, glow plugs, water hose repair and air conditioning check. Despite this, my emails and calls have not been responded to.In these circumstances, it is not reasonable for the hire car to be terminated when the delay has been caused by Lookers’ failure to communicate and provide the information requested. I should not be placed at risk of being left without transport, or being charged for a hire car, because Lookers has failed to respond in a timely manner.Please urgently arrange for the hire car to be extended until this matter is properly resolved and until I have received a full written response to my outstanding emails. Please also confirm in writing that I will not be liable for any hire car charges arising from the termination or extension of the hire vehicle, given that I have been waiting for Lookers to respond.For the avoidance of doubt, I do not accept that the matter has been properly concluded simply because Lookers or Land Rover has informed Enterprise that the work is complete. I require a written update confirming:Exactly what repairs have been completed.Whether the warranty-approved repairs have been carried out.Whether the glow plug has been replaced.Whether the water hose repair has been completed.The current position regarding the EGR cooler filter and DPF.The quotation I requested for the EGR cooler filter, DPF and remaining glow plugs.Whether the air conditioning has been checked.When the vehicle will actually be ready for collection.Confirmation that the hire car will be extended until Lookers has properly responded.Please treat this as urgent. I would be grateful for a written response today.

I am submitting this formal complaint regarding both the catastrophic failure of my vehicle and the wholly unacceptable standard of customer service I received from Lookers Buckinghamshire following the incident.On 8 June, my vehicle suffered a complete electrical failure whilst travelling on the A41, causing it to lose all power and come to a standstill in live traffic. At the time, I was travelling with my two young children. The situation was sufficiently serious that the police attended to ensure our safety. What followed over the subsequent two weeks was a prolonged period of poor communication, inaccurate and contradictory information, repeated failures to return calls, missed commitments, and significant delays in progressing repairs. Throughout this period, I was left without reliable information about my vehicle, despite making persistent efforts to obtain updates.The timeline below demonstrates a consistent pattern of service failures, poor internal communication, and unnecessary delays that caused considerable inconvenience, distress, and loss of confidence in both the dealership and the vehicle itself.Lookers Buckinghamshire – Contact Timeline8 June• Vehicle suffered a complete electrical failure whilst travelling on the A41, resulting in a total loss of power and the vehicle coming to a stop in live traffic.• Police attended the scene to assist myself and my two young children to safety due to the dangerous circumstances.• Vehicle was recovered to Lookers Buckinghamshire at approximately 1:00 pm.• Remained at the dealership for approximately three hours whilst initial investigations were undertaken.• Initially advised that the fault related to the battery.9 June• No contact or update received from Lookers.10 June• Returned the hire vehicle in anticipation that my own vehicle would be repaired and ready for collection.• No update received.11 June• Following repeated attempts to contact Lookers, I eventually spoke with Lee.• I was informed that the fault had been identified as the Power Distribution Box, rather than the battery.• Lee advised that a Goodwill Gesture (GWG) request would be submitted and, if approved within one to two days, the vehicle could be stripped on Friday with the replacement part fitted on Saturday.10:40 am• Having received no meaningful communication, I requested the contact details of the Service Manager and submitted a formal written complaint outlining:o the dangerous motorway breakdown;o concerns regarding the vehicle's safety and condition at the time of purchase;o repeated failures in communication;o my intention to seek legal advice;o notification that I would escalate the matter to the Motor Ombudsman if not resolved promptly.2:12 pm• Forwarded the complaint to Brian Trattner after receiving no acknowledgement from the original recipient.• No response was received from either email.12 June• Multiple attempts to contact Lookers were unsuccessful.• Telephone calls went unanswered.13 June• No update received, despite previously being advised the vehicle could potentially be ready for collection.15 June3:21 pm• First update received.• Lee advised that the Goodwill request had been rejected and stated that Jaguar Land Rover Customer Care would contact him.• I requested the relevant details so that I could contact Customer Care directly.3:25 pm• Successfully contacted Jaguar Land Rover Customer Care and opened a case.4:37 pm• Telephoned Lookers to advise that Customer Care had opened the case.• I was informed that Lookers had already been notified.16 June• Customer Care contacted me to introduce my case handler.• I was specifically advised that choosing to pay for the repair myself would not prejudice or affect the outcome of their investigation.12:00 pm• Called Lookers.• Telephone rang unanswered.1:00 pm• Contacted the Sales Department after further unsuccessful attempts.• Advised Lee was unavailable and would return my call.3:06 pm• Spoke with a Customer Advisor who stated that no further work could be undertaken while the Customer Care investigation remained open.• I explained this directly contradicted the advice provided by Customer Care.• The advisor stated he was unaware of this process and attempted unsuccessfully to locate a manager.• Eventually spoke with Tom, who confirmed that I could proceed with payment but could not provide a quotation because he was unaware of previous discussions with Lee.• Tom stated he would attempt to have an EPQR completed that day and forwarded to Customer Care and would ask Lee to contact me upon his return.17 June• No communication received throughout the day.4:30 pm• Lee telephoned.• He advised he had never heard of the EPQR process and was still waiting to hear from Customer Care.• I informed him that Customer Care had already contacted Lookers regarding the required paperwork on 15 June.• Lee stated he was unaware of this communication.• He advised he would now arrange the EPQR, order the required part and proceed with repairs as I had agreed to fund them personally.At this stage:• One full week had elapsed since the fault had been identified.• The replacement part had still not been ordered.• Required documentation had apparently remained outstanding despite Customer Care chasing Lookers for two days.• Internal communication between departments appeared to have completely broken down.18 June• No update received.19 June12:02 pm• Called Lookers.• No answer.12:04 pm• Called again.• No answer.12:06 pm• Called again.• No answer.12:08 pm• Eventually spoke with Shad.• He advised that the latest notes on the system were still dated 16 June regarding the EPQR request.• He attempted to contact the workshop but received no response.• He assured me that Lee would contact me and, failing that, he would provide me with an update himself before 3:00 pm.12:13 pm• Left a voicemail for my Customer Care representative.4:50 pm• Received a voicemail from Lee stating that:o the vehicle was ready;o the EPQR had been submitted several days earlier;o he would contact Customer Care the following morning, despite it being his day off, and would call me from his personal mobile.20 June11:00 am• Contacted Lookers.• Lee was absent.• The Warehouse Manager informed me that the vehicle was not ready for collection.• After seeking clarification, I was then told that it definitely was not ready and that Lee would contact me on Monday morning.This represented yet another example of contradictory information from different members of staff.22 June• No promised telephone call received.1:00 pm• Called Lookers.• Telephone rang unanswered.1:10 pm• Second call also went unanswered.2:00 pm• Finally spoke with Lee.• He advised that the vehicle had in fact been ready for collection on Saturday.• He explained that he had attended work on his day off until 10:30 am; however, I had called at 11:00 am.• This clearly demonstrated serious failures in communication between the Service Advisor, workshop, reception staff and management, as I had been incorrectly informed the vehicle was not ready.• He said he would call me half an hour to explain what had happened on Saturday. I did not receive any call.3:30 pm• Arrived at Lookers with my two young children after arranging for someone to take time away from work to drive me to the dealership.• Despite being told the vehicle was ready, I was required to wait approximately one hour before it was made available for collection.• Still no explanation was provided as to why I was told it was ready for collection on Saturday and then told it wasn’t.It has now been two weeks since my vehicle was taken into Lookers Buckinghamshire, yet the repair process has been handled with unacceptable delay and a complete lack of urgency. What should have been a straightforward job, and one that could reasonably have been completed within days, was instead allowed to drag on for weeks with no clear progress, no consistent communication, and no proper ownership from the dealership.At no point was I offered a courtesy car or any meaningful support, despite being left without my vehicle and responsible for transporting my young family. I was repeatedly forced to chase for updates myself, only to be met with unanswered calls, conflicting information, broken promises, and staff who appeared unaware of what others in the business had already told me. This left me in an extremely difficult and uncertain position, with no reliable transport and no clear indication of when the matter would be resolved.The lack of communication, the absence of coordination between departments, and the failure to provide even basic customer care have caused significant stress, inconvenience, and disruption. Given the seriousness of the original breakdown and the fact that I was left stranded with my children in a dangerous situation, I consider the standard of service I received to be wholly unacceptable.

Dear Sir/Madam,REF: Land Rover Defender 90 Reg: DN24WPWI refer to my email of 7 May 2026 in which I formally exercised my statutory right to cancel the contract relating to the purchase of the above vehicle.The vehicle was purchased by means of a distance sale and delivered to me. Accordingly, the contract is subject to the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. My notice of cancellation was provided well within the statutory 14-day cooling-off period prescribed by those Regulations and was therefore valid and effective upon receipt.I also refer to the automated response sent from vehiclecomplaints@lookers.co.uk at 10:49 on 7 May 2026, in which you acknowledged receipt of my email and confirmed that “someone will respond to your enquiry soon.”Having received no substantive response, I allowed what I considered to be a reasonable period of time for the dealership to acknowledge and process my cancellation and arrange collection of the vehicle. After more than two weeks had elapsed without any contact, I wrote again on 24 May 2026, including a formal Subject Access Request under the UK GDPR. Once again, I received only an automated acknowledgement.On 26 May 2026, I received an email from Stephen Reynolds stating:“We acknowledge your email and Dan Merrett will be back in the business on Friday and he will be investigating.”I replied on 29 May 2026, thanking Mr Reynolds and confirming that I looked forward to hearing from Mr Merrett upon his return.Despite this assurance, and despite the passage of a further considerable period of time, I have still not received any substantive response from the dealership, its management team, or any representative acting on its behalf.For the avoidance of doubt, my statutory cancellation of the contract took effect when notice was given on 7 May 2026. The dealership’s failure to respond does not invalidate, suspend or otherwise affect that cancellation. The contract was lawfully cancelled within the prescribed cooling-off period and your continued failure to engage with me does not alter my legal position.Whilst the vehicle’s condition at delivery, including bodywork damage and a tyre measuring below the Land Rover Approved standard, provided further grounds for concern, those issues are secondary to the fact that I exercised a valid statutory right to cancel the distance sales contract within the required timeframe.The chronology of events demonstrates that the dealership has been aware of my cancellation since 7 May 2026 and has repeatedly acknowledged receipt of my correspondence. However, it has failed to provide any substantive response, proposal for resolution or arrangements for collection of the vehicle.I have acted reasonably throughout this matter. I have responded promptly to all communications, accommodated delays arising from staff absence, provided additional information requested by the dealership and afforded ample opportunity for this matter to be resolved amicably.Regrettably, that reasonableness has not been reciprocated.Accordingly, I now require written confirmation by close of business on Friday 19 June 2026 that arrangements are being made for the prompt collection of the vehicle and reimbursement of all sums due following cancellation of the contract.Should the dealership fail to provide a substantive response by that deadline, I will have no alternative but to escalate the matter. This may include, without limitation:• A formal complaint to Jaguar Land Rover UK regarding the conduct of an Approved Retailer;• Referral to The Motor Ombudsman;• Notification to Trading Standards;• Recovery of all sums due together with any consequential losses, interest and costs through the courts; and• Reliance upon the dealership’s repeated failure to engage with a valid statutory cancellation request as evidence in any subsequent proceedings.I trust that further escalation will not be necessary and invite the dealership to make immediate contact to bring this matter to a conclusion.Yours faithfully,Richard Bailey

Hi,I am incredibly disgusted after hearing on the phone that you cannot accept a return worth £56.00 which is a lot of money? Can someone explain this to me and also explain why no one made me aware of this when I placed the order for the two parts.How is it acceptable to not refund a non faulty item?Parts:lfb500050. /err2532RegardsTom

We reserved the vehicle in early March. It was collected from the dealership on the 21st of March 2026.After collection we left Lookers at 11:30. When we got the vehicle home, we removed the rear spare wheel.We found significant undisclosed body damage hidden behind the spare wheel.We called Lookers immediately, within 3 hours of collecting it, to report the damage.The sales exec called me on the 23rd to discuss the problem.He told me that Lookers does not inspect for this sort of thing.As part of the sales process we were assured that the inspections are thorough and the vehicle we buy from Lookers would be as close to new as a used car can be.Over the phone, he assured me that Lookers would make this right and resolve it, but that it might take some time to organise.On March 27th, I wrote him a follow up email to request an update & written confirmation that Lookers would repair the body damage.On April 2nd, I emailed again requesting an update. He replied saying that Lookers was arranging for the repair.On April 24th he emailed to say that Lookers had decided how to perform the repair and only needed to book it in now.On June 15th he replied to claim the damage was caused after leaving the dealership, and was likely done when removing the spare wheel. The spare wheel on the Defender is removeable by design. It is a spare wheel. Regardless of the rear bracket. The damage was apparent after removing the wheel. He claimed that somebody would have noticed it if it were not, despite having told me in the phone conversation on March 23rd that Lookers would not inspect behind the wheel and would not have noticed it.I find his claim that the weight of the rear wheel can cause the rear door to buckle, surprising to outrageous. When the wheel is attached, the damage is hard to see. We missed it on collection but now that I know what to look for, it is possible to see evidence of the buckling on the sales photos Due to the poor quality of the sales photos, the damage is not easy to see but it is there. The same subtle evidence is apparent in photos of the vehicle today. You can match up the photos and see the damage, despite being concealed from us at point of sale.Please accept this as a formal complaint. I'd like Lookers to repair the vehicle that was misold to me, or pay for the cost of such a repair to get the vehicle into the proper condition.

Paul ,Re: OV21 YWP — Enquiry No. 7910473Thank you for Lookers' Final Response. I write following receipt of your GDPR team's audit trail response, which I have now reviewed alongside my independently verified phone records. The two documents, taken together, provide conclusive evidence that the warranty product was not presented to me at any point during the sales process.The Audit TrailYour GDPR team has confirmed the following system entries on 8 March 2025:15:12 — Finance presentations logged15:24 — Offer screen entered: Warranty – Assurant 12m (JLR)15:43 — Offer screen updated: Warranty – Assurant 24m (JLR)15:44 — Insurance product presentation for Warranty viewed for 1 SecondI would make two observations. First, your system records the warranty presentation as having been 'viewed for 1 Second.' This is not a presentation of a financial product to a consumer. It is a system click-through by your salesperson. Second, the warranty was initially entered as a 12-month product at 15:24 and changed to a 24-month product at 15:43 without any record of this being communicated to me.My Phone RecordsI have obtained my Vodafone itemised bill covering 8 March 2025. The relevant calls to Lookers' number (01296 633410) are as follows:14:50 — Call duration 10 minutes 17 seconds, ending at approximately 15:0016:12 — Call duration 1 minute 29 secondsYour entire audit trail sequence — 15:12, 15:24, 15:43 and 15:44 — falls within a window during which I was not on a call to Lookers. My call ended at approximately 15:00 and I did not call again until 16:12, by which time every system step had already been completed.This means the presentations your system records as having been made were processed by your salesperson on their own screen, while I was not on the telephone and had no opportunity to view any of them.I Was Never in The BranchAll negotiations were conducted by telephone. I was never physically present at your Aylesbury branch on 8 March 2025. The VOA was signed electronically via Adobe Acrobat Sign. This was a distance sale from start to finish. Lookers' claim that a presentation was shown to me as a mandatory in-branch step is simply not consistent with the facts.This materially Undermines your Final ResponseYour Final Response stated that Lookers' records confirm the warranty was presented within standard timeframes and that all supporting materials clearly refer to a Lookers RAC Warranty. Both positions are now demonstrably untenable:1. The presentation was not shown to me — I was not on the phone during the entire audit trail window.2. Your own system logged the warranty presentation as viewed for 1 Second.3. Your own audit trail and VOA both use the description 'Assurant (JLR)' — not 'Lookers RAC Warranty.'I have submitted this evidence to the Financial Ombudsman Service as supplementary material in support of my complaint. I invite Lookers to reconsider its Final Response in light of this evidence and settle my claim in full for £2,448.00 without further delay.RegardsOwen

Battery related issue - his car's been there for a while, and he's not been able to get an update from the dealership.Authorised repairs last Friday - was expecting an update on Monday/Tuesday and no one's reached out.He managed to call yesterday, and was told work's not been done and should be done today.He needs the car repaired today as he has family and work affairs.