I called the AA on March 23rd for my Discovery Sport, it was making a clanking noise, which turned out to be caused by virtually no oil in the engine because of a blocked PCV, I took the car immediately to the local dealer - Lookers Aston Clinton - and as it was a breakdown, I had to wait for a few days for the repair. I was given a courtesy car. It was covered by the warranty with the repair.On March 26 , I received a call following the maintenance inspection saying I needed two new tyres or the repair could not be test driven as they were dangerous. As it turned out the repair was tested without the new tyres. I agreed to the tyre replacement.I received a call on April 2nd to say the repair could not be completed because the key had been lost, could I bring in my spare key, which I did. I picked up the car on April 8th, but the tyres had not been rotated in the way i was told with the new tyres on the front. The key had still not been found, I was asked to allow another week to solve this problem. By May 11 I still had no information regarding the key or the tyres, and the recommended follow up after 1000 miles on the PCV repair.Numerous phone calls and visits produced no action, until on May 19th, I went in again and sat down next to a service agent when he ordered a new key, and said to come in on June 8th for the new key.I arrived on June 8th, the tyres had been rotated and the PCV function checked, and I was given half a new key. The electronic part was functioning, but the back up physical key would take another week. Which makes approximately 3 months from the original breakdown.I am not a serial complainer, and this is my fourth Land Rover, but is has been very awkward with only one key, and I am somewhat nervous knowing there is a key for my car floating about somewhere with a tag with my reg. no. on it.I really have lost my confidence JLR, everyone was polite and said they would follow up but nothing happened, in my opinion because there was no clear ownership for the problem.I had to smile when I had a phone call asking me to fill in a questionnaire, and please score highly or it reflects badly on the staff - this was just after my key had been lost. I said I would fill one in when my key was found.My car does need its second service, but I'm reluctant to put myself in a position when something like this may happen all over again.I really hope I get a response and some reassurance.

bought car last year. At the hand over the cust was going on holiday and the salesman was also going on holiday as well. the car hadnt been pdi and the cust wasnt shown anything. Range rover experience was fabulous and advised that nothing had been set up for the. Cust had gone back to buy a defender and no one is going back to him. Would put a call into the sales manager but not available and would call back 2-3 days no call back. called and always in meetings. The cust still has not had anything back and is wanting to buy a new vehicle. Service is appalling. Cust has tried to get Andy Peebles and also Paul Carter

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Mr Arshad Khan, Registration No. OV70WKWPlease provide a comprehensive response to this complaint, even if you believe this is now resolved, including supporting correspondence and evidence within the next 10 working days.Important: You are required to support customer complaints around the quality of goods provided as provisioned within the Consumer Rights Act 2015 and under the terms and conditions of the agreement with Black Horse Ltd, to support an appropriate solution.If we do not receive a response or sufficient information from you within 10 working days, we will decision the complaint based on the information we hold and may seek redress from you for any reasonable costs incurred.Vehicle/Finance InformationInception date: 30 March 2026Date of complaint:10 June 2026Goods details: Jaguar I-Pace Estate 294Kw Ev400 HseRegistration number: OV70WKWNew/Used: UsedMileage at POS/POI: 41780Current mileage: 42300Agreement number: 553643903 Price of goods (at sale): £17,504Advance amount: £9,556Deposit amount: £7,948Term: 48 months.PCP/HP: HPDealer name: Lookers Jaguar BuckinghamDealer number: 55115701The following information outlines what the customer has told us and may not be the opinion of Jaguar Finance Services.Complaint Detail Customer’s Preferred Resolution12 April• Attempted access to the vehicle app over a period of approximately two weeks.• During this period, the vehicle failed to start (“wouldn’t turn on”).• Jaguar assistance (AA) attended and restarted the vehicle.• The AA also attended and advised contact be made with Jaguar directly.• The front boot was found to be soaking wet, indicating the seal was not functioning correctly.28 April• The vehicle was requested to be brought into you.• Payment for diagnostics was initially requested but later waived following refusal.29 April• No follow-up occurred as previously promised.• Chasing was required to obtain an update.• It was subsequently confirmed that multiple faults had been identified.• A diagnostic report and courtesy vehicle were requested.30 April• A courtesy vehicle was provided.• No written confirmation or supporting documentation was supplied.Late April (ongoing issues identified)• Additional faults noted:o Intermittent seat blower operationo Whining noise from the front left when turningPoint of Sale / Collection• A portable charger was present in the vehicle at point of sale.• This was missing on collection, resulting in the need to purchase a replacement prior to installation of a home charging point.8 June• First written response received from the dealership.Current Position• Repairs remain outstanding.• A required part is expected 26 June.• The vehicle has not yet been returned. • Asked for full diagnostic on main battery but dealer didn't feel needed.• OC wants a full check on vehicle.• Wants compensation for the inconvenience.• Would like a warranty on the car for 4 years (duration of finance).• If not looking to reject.We require the following information from you, where applicable1. Evidence/confirmation of any pre-sale vehicle checks that were completed.2. Please provide a copy of the vehicle advert3. Was there any negative equity included in the finance amount? Please also provide a copy of your sales invoice.4. Was there any external contribution towards the deposit e.g., manufacturer contribution / government contribution / scheme/ allowance?5. What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation, if applicable6. A full timeline of events from POS until now of when vehicle has been seen, outlining reasons why, what work was carried out, when and why and to include discussions/conversations had with the customer, cause of any issues/concerns raised i.e. wear & tear, lack of maintenance etc.7. Evidence/confirmation of any diagnostics/repairs completed, this to include specific dates, mileages, specifically what was carried out and why?8. Confirmation of service history9. Are you aware of any modifications made to the vehicle either before, during or after the sales process? These will include any enhancements to the vehicle’s engine (remapping), the fitting of a Ghost Immobiliser or any accessories put on the goods. If you are aware of any of these, could you please give us more detail of how these were added i.e. were they included within the Finance Agreement?10. Any other comments/evidence you feel are relevant.11. What will you do to resolve the complaint?12. Has a CEC case been raised for this customer via an AVC or Goodwill, if so please provide the reference, the date it was opened and any further details of any compensation/goodwill that has been paid to the customer to date.We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.

cust purchased a vehicle 29.06 refund is still outstanding regarding the over payment of the PCP agreement. Cust had been told that the money would be with him today. Money has not arrived with the customer today.

Please can you put me in touch with someone who can cancel the extended warranty I took out with you. It begins 30/6/26 and after speaking with the RAC as the policy has not begun the funds are sitting with you and it is critical we cancel before this begins so that I can be refunded please.In addition you have confirmed you have cancelled my service plan which is great but I no longer have the credit card this was paid on so please confirm how I’m getting this refund? I have had no email or text to confirm this

I booked in for a service, MOT and software update on 29th May.Upon arrival the services were confirmed and I flagged an issue with a battery warning light which they said they would look into.The collection time of 2pm was confirmed with the employee as I have a young baby.I received no correspondence at all during the day. At 2.30pm still nothing and I called the line multiple times with no answer. I finally got through to the sales team who ran downstairs to get an update for me. She advised that there was an issue with the MOT and I wouldn’t be getting the car back. She said the service employee harry would be calling me in 20 mins to run through.30 mins passed and still no call. I called again and finally got through. I was advised of issues with the tyres which had failed the MOT which they said they could replace and was advised to come for collection at 5.15pm.At 5.10 I was called to say the garage would be closing soon. At this point I still hadn’t had any details about the car issues and the visual health check video and summary was only received at 20 past 5.Upon arrival I was told the car was not serviced, no updates were run and they didn’t have time for the battery test so I’d have to come back.Absolutely shocking service with no communication, constant chasing and the booked services not even carried out.My car was kept all day (9-5.15pm) for an MOT and tyre change. The whole reason for booking in with Lookers is for the service and software updates. I could have taken the car to a cheaper garage for the MOT and tyres! And will certainly do this in future.

I wish to raise a formal complaint regarding the handling of my vehicle repair and the lack of response to my reasonable requests for information.On 11 May 2026, I emailed the dealership requesting clarification regarding a proposed £502.44 charge relating to an EGR cooler filter. I raised specific questions regarding the diagnostic findings, the basis of the warranty decision, and requested a copy of the technician’s diagnostic/mechanical report.The email identified the following fault codes:P049B – Exhaust Gas Recirculation Control “B” MalfunctionP0671 – Glow Plug Cylinder 1 Open CircuitI queried why the issue was being described as a blocked filter when the diagnostic information appeared to indicate an EGR control system malfunction. I also requested confirmation of exactly what information and fault codes had been submitted to the extended warranty provider.I forwarded this request again to Shad on 15 May 2026. Despite the passage of several weeks, I have not received the requested report, nor have I received a substantive response addressing the questions raised.In addition, I have both an extended warranty and a service plan in place with Land Rover. Given that EGR components are not listed as routine service items with any defined replacement interval, I do not feel that I should be required to pay additional costs for what appears to be a system fault rather than routine maintenance.My complaint is therefore not simply about the repair itself, but about the lack of communication and the failure to provide information that has been requested on multiple occasions.Could you please:Provide a copy of the technician’s diagnostic/mechanical report.Confirm exactly what information and fault codes were submitted to the warranty provider.Explain why the EGR issue has been classified as a non-covered blockage rather than a system or component fault.Confirm whether the P0671 glow plug fault code was submitted to the warranty provider.Explain the basis on which the EGR cooler filter repair has been classified as non-covered.Review the warranty decision again in light of the above.I look forward to receiving a formal response.

Good Afternoon,I'd like to make a formal complaint in relation to the purchaser and aftersales service at Lookers Land Rover Buckinghamshire.The email chain below & attached email provides all the relevant information, however, as a brief summary;• My wife, Heather White, purchased vehicle EY73 ZDO on the 8th December 2025.• On collecting the vehicle we highlighted a few issues we wanted resolved and were assured they would be sorted, no questions asked.• To date, one issue remains outstanding.• A date was booked in to resolve the final issue and when I arrived at the showroom, I got told I had the wrong date, despite me showing email confirmation of the booking.• Despite chasing, I am still yet to have confirmation of another appointment.To date, the level of service experienced to date is without question the worst I've experienced across any dealer / manufacturer I've dealt with previously. I believe we have been more than reasonable in giving JLR 7 months to resolve a straightforward issue.Can someone come back to me by COP today (2nd June) to acknowledge receipt of this complaint and confirm by Friday 5th June the next steps in resolving this complaint.RegardsPaul White07834466836

Hi Sean,The charging of the car seems to be working ok now so I’m guessing it was the software update that was the issue.However, you initially told me the car had front and rear cameras on the (your email of 18th May) and the spec sheetsays front camera. So not sure how now I’m being told the spec is different.That was something my wife specifically wanted so as we don’t have that are we able to return the car and cancel theHP agreement?ThanksStuart

Our 6 month old car which was bought brand new was brought in by recovery vehicle on Friday 8th May. Whilst driving a red alert indicated that there was an engine and electrical fault. Apparently oil was leaking into the bonnet which caused the band to degrade and snap. Our vehicle has been with you now for almost a month. We had a call on Thursday 28th to say that the vehicle was ready for collection. I might add that this was the only call I received directly from the service team otherwise it was myself who had to call for an update.I took the afternoon of the the 29th May off work and drove to collect my repaired car. Having driven 4 minutes out of the dealership, the same light came on and now in addition no audio was available. I was told that the car was taken out three times and road tested. How can this be the case if after four minutes out of the garage the light was already present. I can only deduce that this was a lie.I brought the car back and was told it would be reviewed on Monday and I would be updated. Guess what, no update came.I was reluctant to buy range rover having heard so many horror stories and they are all it seems true. Great customer service to get you to buy the car and then nothing. I am furious and at the very least I expect either my car to be returned in full working order or I will expect a new car that actually works to be given in its place.