I am disgusted with the treatment I have had from your JLR Buckinghamshire dealership. I can give a full timeline of events for my complaint directly to the complaint handler when assigned. This is in relation to the treatment from the sales team and aftercare/service team. Please contact me ASAP to discuss as no one from the dealership is responding to my emails and when I call direct they are impossible to deal with, promise call backs and don’t call back.

Please see the message our customer, GKL Leasing, sent over to us:'AK24LCY went in for a service 8/12/25 and was advised to return to Lookers Jaguar / Land Rover Buckinghamshire for tyres (by the dealership). They never asked us for tyre authorisation, then charged the customer directly for tyres, to say we are unsatisfied is an understatement. They have also changed the tyres without anyone’s authorisation, at 3mm, which we would not necessarily change at (usually 2mm) and invoiced the customer.'

Ticket 84485572No update within the allocated 2 weeks, this ticket will now extend I guess by another 2 weeks.Pretty shocking customer service.

Please see timeline of mis communication and lack of response to repair a minor fault which has been on my car from the day I collected it. Leading to my car being impounded by Hatfields JLR dealership. I have now been without my car since the 18/12/2025 and feel I should be seeking legal advice.Please let me know how you wish to resolve this situation.RY04 RBY Date CommentPURCHASED 20/09/2025 £34,050 Collected car from Aylesbury and paid in full.PROBLEMS 20/09/2025 TPMS Sensor failing on front nearside Contacted Sean WeekesPROBLEMS 09/10/2025 TPMS Sensor failing on front nearside Contacted Daniel MerrettPROBLEMS 09/10/2025 TPMS Sensor failing on front nearside 5.23pm Received call from Kiera in sevice departmentPROBLEMS 14/10/2025 TPMS Sensor failing on front nearside Not heard anything back from KieraPROBLEMS 15/10/2025 TPMS Sensor failing on front nearside Sent complaint via e-mail to Lookers head office.PROBLEMS 20/10/2025 TPMS Sensor failing on front nearside Email from Grange cars Hertfordshire Wrong registration/ vehiclePROBLEMS 20/10/2025 TPMS Sensor failing on front nearside Spoke with Brian from Aylesbury Lookers Service dept to correctPROBLEMS 21/10/2025 TPMS Sensor failing on front nearside Received call from Hatfields Shrewsbury to let me know Lookers had booked the car in and that there is a 2 month waiting list !!PROBLEMS 16/12/2025 TPMS Sensor failing on front nearside Received a message from Victoria @ Hatfields stating I may have to pay costs for repair.PROBLEMS 17/12/2025 TPMS Sensor failing on front nearside Victoria from Hatfields contacted Lookers sales department to explain they needed to sanction and pay for the work to be carried out.PROBLEMS 17/12/2025 TPMS Sensor failing on front nearside Phoned Lookers complaints department to request that they call Hatfields to confirm they will pay for repair.PROBLEMS 1.30pm 18/12/2025 TPMS Sensor failing on front nearside Victoria contacted me to say that Lookers had not yet got back to her to sanction repair and would give them another call.PROBLEMS 4.30pm 18/12/2025 TPMS Sensor failing on front nearside Hatfields contacted me to say that they cannot get a response from Lookers.PROBLEMS 4.40pm 18/12/2025 TPMS Sensor failing on front nearside Sent an email to Lookers sales - No reply!!PROBLEMS 19/12/2025 TPMS Sensor failing on front nearside Brian from Lookers said there had been an communication problem and they have now been in touch with Lookers to sanction repairPROBLEMS 5.17pm 19/12/2025 TPMS Sensor failing on front nearside Victoria from Hatfields contacted me to say they have not been able to get payment gaurantee from Lookers threfore they cannot release my car.PROBLEMS 8.48am 22/12/2025 TPMS Sensor failing on front nearside Brian from Lookers emailed to apologise and asked me what work had been carried out as there was no parts included?PROBLEMS 9.05am 23/12/2025 TPMS Sensor failing on front nearside Told Brian that Hatfields did not give me any work carried out details as Lookers were their customer!

Dear Lookers Complaints Team,I am writing on behalf of the owner of the Range Rover S888 YYS, Mr Stafford L Scopes, to formally complain about the handling of warranty repairs carried out by Lookers Land Rover Buckinghamshire, specifically in relation to the rear-view camera.By way of background, I manage the company fleet of over 50 vehicles, including directors’ personal vehicles. Mr Scopes is the Managing Director of SHJ, and I act with full authority in this matter.This letter sets out a chronology of events, followed by our formal position and expectations for resolution. Relevant evidence is attached to this email.Chronology of Events28.10.25I booked the vehicle in for repairs and attended Lookers with a colleague with regard to the following faults:• Malfunctioning reversing camera• Malfunctioning massage seat• Driver’s sidestep not retracting correctly31.10.25The vehicle was collected by me and a colleague. I was assured by Lookers that all the faults had all been rectified. Mr Scopes paid £1,641.41 plus VAT in total for these repairs including £614.69 for parts and labour relating specifically to the reversing camera repairs.18.11.25Mr Scopes reported that the reversing camera was still malfunctioning intermittently, including freezing and complete loss of video (photo attached).01.12.25I booked the vehicle in for further investigation and delivered it to Lookers. I was advised by telephone late that day that the fault had been rectified and the vehicle was ready for collection.At 14:26, I called Shad Ahmed (Service Advisor) to ask what work had been carried out; he advised he would email the details. I subsequently received an Invoice (No 1358617) attempting to charge £321.12 for a software update.At 16:52, I spoke with Keira Kavanagh (Service Advisor) and explained that the camera had been installed by Lookers in October and should therefore be covered under warranty. After consulting her manager, she confirmed the charge would be reversed and the further repairs would be covered under warranty.02.12.25I attended Lookers to collect the vehicle; having been advised it was ready for collection. Upon arrival, Shad advised it was not quite ready and asked me to wait. After approximately 40 minutes, the vehicle was released. I drove it into the Lookers car park opposite the service entrance and tested the reversing camera by starting the vehicle, selecting reverse, and moving gently. I repeated this process four times. On the fourth attempt, the screen immediately began flashing green upon selecting reverse (photo and video attached). I returned to Shad and advised the fault was not resolved. I was asked to drive the vehicle back into the service area while a technician was located. A technician connected diagnostic equipment and attempted another software update. After completion, I was advised to leave the vehicle for 10 minutes for the update to “bed in”. On return, the technician confirmed the update had not resolved the fault. At this point, I instructed Lookers to retain the vehicle and contact me once the issue was genuinely resolved.04.12.25At 09:27, I called Lookers for an update. Keira advised that further diagnostic work was required and mentioned that the front camera also showed damage. I requested details in writing and sought authorisation from Mr Scopes for diagnostic work of £240.84, which he approved. I confirmed this authorisation by email to Keira and Shad.10.12.25At 10:42, Shad called to confirm that the reversing camera fault was caused by the reversing camera fitted on 28.10.25 and that Lookers would therefore replace the camera under warranty. I agreed to go ahead with the repairs on the clear understanding that they would be covered under warranty. No estimate was offered by Lookers for any chargeable work.11.12.25At 16:14, I missed a call from Shad. In his voicemail he stated that:• On further inspection the camera fitted on 28.10.25 was now found to be damaged• There was also damage to the rear bumper• The repairs would not be covered under warrantyI returned the call at 16:18, queried this position, and requested photographic evidence of:• The damaged camera• The alleged rear bumper damageShad emailed a photograph of a camera (see attached) and an estimate job no. 26635 for £633.69. At 16:29, I requested a photograph of the rear bumper. Shad replied that the technician had gone home and that a photograph would be taken the following morning. We have still not received a photo of the alleged damage to the rear bumper.12.12.25Mr Scopes contacted Lookers to query estimate job no. 26635. He was unable to speak to a technician and requested a call back.At 10:14, Shad called me requesting Mr Scopes’ contact details, which I provided.At approximately 11:00, Mr Scopes confirmed he had spoken with Shad. Mr Scopes requested escalation to Shad’s manager. Mr Scopes later advised me he had missed a call from the manager who had left a voicemail reiterating that the damage to the back bumper was the reason for the fault to the reversing camera. Later that day, Mr Scopes called Lookers again with me present and again requested a call back from the manager to my number. No call back was received, and no photograph of the rear bumper damage has been provided.15.12.2508:26 - I emailed Kiera and Shad again requesting a photo of the alleged rear bumper damage and the Manager’s email address. No response has been received.Formal Complaint and PositionWe formally dispute the attempt to invoice Mr Scopes for work that should clearly be covered under warranty.We are extremely concerned by the sudden allegation of damage to both the reversing camera and the rear bumper, particularly when the vehicle health check video provided by you shows no damage to the rear of the vehicle. A still image taken from this video is attached, and a downloaded copy of the video has been retained to confirm its authenticity. We urge you to review your own copy of this health check.On 10.12.25 Shad confirmed that the reversing camera would be replaced under warranty. We relied on that confirmation when agreeing for the work to proceed. Lookers proceeded to remove the camera. Under Section 50 of the Consumer Rights Act 2015, this assurance constitutes a legally binding term of the contract, and Lookers is therefore not entitled to retrospectively invoice for that work.Resolution RequiredAccordingly, we expect Lookers to:1. Issue a credit note for invoice 13586172. Complete the repairs to the reversing camera under warranty with no further charge3. Repair any damage to the rear bumper with no further chargeIf Lookers can provide clear, contemporaneous, and time-stamped evidence showing the alleged bumper damage existed prior to handover and the reversing camera system operates correctly and consistently Mr Scopes will settle the invoice without further dispute.If this matter is not resolved within 2 business days we will have no alternative but to submit a formal complaint to The Motor Ombudsman, where Lookers is listed under accreditation number #155156. A formal complaint will also be submitted via the Lookers customer survey simultaneously with this email.Yours sincerelyRichard

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