My 2021 Evoque broke down and was recovered by Land Rover assist on the Thursday before the Easter weekend, with the recovery driver confirming the car was being taken directly to Lookers Aylesbury.The following Tuesday afternoon, having heard nothing from Lookers, I called them only to be told they didn't have the car. I then had to spend an afternoon ringing both Land Rover assist (who immediately confirmed the car had been dropped off at 1pm on the Thursday and had photo evidence) and Lookers, who were adamant they didn't have the car and it was likely stored in a compound over the Easter weekend.Having confirmed the car had been delivered to them, Lookers response was that they would need to get a manager to review the cameras to see if the car had arrived and they would let me know. I called back 24 hours later (Wednesday afternoon) to be told that the videos were with the manager but that they hadn't yet been reviewed. The man on the phone then decided to take a walk outside to see if he could see my car, which he found in less than 2 minutes. His name was Lee and he gave this apologetic spiel, saying he would be my main point of contact and my car would be prioritised and taken into the workshop the next day - I never heard from him again!I called twice on the Friday afternoon for an update - but nobody answered the phone and there was no option to leave a message - and again on the Saturday, but could only speak with the Saturday reception staff who weren't able to give me an update and was just told someone would call me the following week.The first communication I received from Lookers was a text on Monday 13th April saying that the status of my car was 'has arrived' and that I can track the status by following the link in the text - which just took me to a 'Book Your MOT' page.I also received an email the same time saying my car was booked in for 1st May (3 weeks time). I called Lookers again to query the date in the email, to be told it was an automated date and to ignore the email.The first call & update I received from Lookers was from Harry on Wednesday 15th April. He said he couldn't discuss the reason or solution to why the car had broken down but quoted me £4,100 to repair other issues they had apparently picked up on a vehicle inspection. He also mentioned a possible need for a payment plan, as the reason for the breakdown (which he couldn't discuss) would be expensive.I explained to Harry that I wouldn't be spending any more money with Lookers given the above and that he was the first person to call me after my car had been with them for 2 weeks. He said he would get somebody to call me with an update.A few hours later I received a call from Shad who contradicted what Harry had said earlier and confirmed that the cost of the repair for the breakdown and £1,800 of the additional items would be repaired under warranty. However, the parts were on back order and they were going to have a system change the next day, so he warned me there may be a delay but at that time couldn't provide any timescales.The next morning Shad called back to confirm the parts had arrived and the car would be ready to collect that afternoon!On collection, once again the complimentary wash was very poor and the inside of my car had been sprayed with dirt from the outside (which has happened on a previous occasion as well when it went in for a recall). They shouldn't offer this service if they can't provide it to meet customer expectations.So whilst the eventual outcome was positive, the lack of communication, losing my car at the beginning and the whole process taking over 2 weeks means I will be avoiding Lookers at all costs. For a luxury brand, the customer service and communication is abysmal.

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.