Dear Sir/Madam,I am writing to raise a formal complaint regarding the handling of my vehicle, a Range Rover Sport 2017 number plate DF17 CLX , by Lookers Land Rover West London.I initially brought my vehicle in last year for a routine service and MOT. At the time of delivery, the vehicle had no issues. However, upon collection, I immediately noticed two faults that were not present beforehand:* The air conditioning system was no longer blowing cold air.* The in-car microphone had stopped working, preventing hands-free communication.I reported the microphone issue immediately, but I was informed that nothing could be done. This response was unacceptable, given the issue arose directly after your service.Shortly thereafter, the air conditioning fault became apparent. I returned the vehicle twice, and although temporary fixes were attempted, the issue was never properly resolved. This year, the problem recurred again, and I was asked to pay over £1,500 for repairs, which I did under the assumption that the issue would be permanently fixed.Today, I collected my vehicle again after being informed it was ready. While the air conditioning now appears functional, I was confronted with a far more serious issue:* A red warning indicating low engine coolant.* Upon inspection, I found that there was no coolant in the system at all — it was completely empty and dry, not merely below the minimum level.I also found that the engine components were not properly covered or secured.The vehicle does not feel safe or normal to drive.This raises extremely serious concerns about the quality of workmanship and safety checks carried out on my vehicle. Returning a vehicle in this condition is not only negligent but poses a significant risk of severe engine damage and potential danger to the driver.I expect the following actions to be taken immediately:1. A full inspection and rectification of all faults at no additional cost.2. A clear and detailed explanation as to how a vehicle was returned with no coolant whatsoever in the system.3. Reimbursement or full justification for the £1,500 charge, given the repeated failure to properly resolve the air conditioning issue.4. Assurance that proper quality control and safety checks will be carried out before the vehicle is returned to me again.Please treat this matter with urgency. If I do not receive a satisfactory response within 7 days of this letter, I will proceed with formal action without further notice. This will include escalating the matter to The Motor Ombudsman, initiating a formal complaint for negligence, and pursuing recovery of costs and damages through legal proceedings.I trust you will take this matter seriously and respond accordingly

In regard to an original complaint Ticket 87458895 and no response yet in regard to that complaint regarding the lack of funds sent to me with respect to a part exchange of my old car, whilst purchasing a new one, despite taking ownership of the old car.On purchasing the new vehicle, the old car still required a valid MOT, and so was not netted off the amount paid for the car, but it was agreed that the MOT would be done on site, ownership would be transferred to Lookers, and £6,500 would be transferred to me. I have had zero response or conatact since purchasing the vehicle, other than to say that the MOT was passed. I have tried several times to contact the sales person Raagavan Indiralingam.

I am writing to formally raise a complaint regarding my Range Rover (Registration: LS74 DKK), purchased brand new from Lookers Land Rover West London. The vehicle remains under warranty and has covered approximately 4,000 miles.From the point of collection, the vehicle has exhibited multiple and significant faults. Within minutes of leaving the dealership, a defect became immediately apparent, namely an auto side step malfunction accompanied by a loud abnormal noise, which required us to return the same day. We were, however, advised to return the following day due to the dealership closing, and the issue was not resolved at that time.More recently, I was contacted by the Range Rover security team regarding an automatic InControl security alert. Upon returning to the vehicle, it was found to be secure within our gated property but completely unresponsive, with no power and non-functioning remote controls. Following contact with the dealership, assistance was arranged and an AA technician attended. The vehicle was manually accessed and started, at which point an intermittent knocking/tapping noise from the engine became apparent, suggesting a potential mechanical defect. Although I appreciate the safety and security systems provided by Land Rover, I remain unclear as to how and why the vehicle became completely unresponsive and effectively locked itself. I am not satisfied with the explanation provided that “the number of electrical systems or vehicle technology may have drained the battery,” as this is not acceptable for a brand new vehicle of this standard. Despite the vehicle having covered only approximately 4,000 miles, the following faults have been experienced:1. Auto side step malfunction with loud abnormal noise immediately upon collection2. Noticeable vibration and shaking through the steering wheel, seats, and vehicle body when stationary with the engine running3. Unstable and uneven engine idle4. Delayed gear change from 1st to 2nd gear, with hesitation and intermittent abnormal noise5. Inconsistent and uneven driving performance overall6. Moisture present within the front headlight unit7. False theft/security alert triggered while the vehicle was secure8. Complete loss of power and failure of remote controls9. Intermittent knocking/tapping noise from the engine upon starting10. Rear parking sensor failure – no warning issued despite close proximity (approx. 200 mm) to an obstacleGiven the number, severity, and persistence of these faults — including defects present from the point of collection — it is clear that the vehicle is not of satisfactory quality, nor fit for purpose as expected of a new premium vehicle.Accordingly, I formally request the following:• A full and thorough technical inspection by qualified engineers• A detailed written report confirming the cause of all faults identified to date• Confirmation of all remedial works carried out or proposedAssurance that the vehicle will be returned in a condition consistent with a new vehicle of this standard.Given the seriousness of these issues, I also request clear confirmation of the steps you will take to ensure the long-term reliability of the vehicle and that these faults will not recur.

I dealt with Raagavan, he was always difficult to get and rarely came back to me. I was waiting for a V5 to arrive on my part exchange car, before I could collect my new vehicle. Raagavan told me that for a £500 deposit I could collect the new car and forward the V5 when it arrived. As soon as it arrived my £500 would be “pinged” back to me. Raagavan said he would call after the V5 arrived. I know the v5 was delivered but there was no phone call and no return of my £500. Also no reply to my email asking what was happening. Can someone please return my £500 please

Dear Manager,I am writing to raise a formal complaint regarding my Range Rover, purchased new from Lookers West London in July 2025.Within a month of purchase, a fault became apparent with the driver’s side door area, where the door was catching on the front wing panel when opened. I returned the vehicle to Lookers West London, and the initial repair was carried out on 26th September 2025. I was informed at the time that this was a known and common fault.The issue then recurred by 18th March 2026, less than six months after the repair and still well within the first year of ownership. Matters then escalated significantly on 13th April 2026, when the panel flew off while I was driving to Land Rover Stratstone, Reading. I still have the detached panel in my possession.I reported this to Leigh Walker in Lookers by email on the same day, 13th April 2026, and received a reply confirming that the matter had been passed to a Service Manager. However, despite repeated emails to Leigh Walker and several telephone calls, I have received no substantive response and no call back. On 16th April 2026, I was specifically told that a manager would call me back “within a few minutes”. That did not happen.This is not acceptable.I am particularly concerned for two reasons. Firstly, this is a recurring defect which arose within a year of purchase and after a prior repair. On the face of it, the original repair has plainly failed. More than that, the problem appears to have worsened, given that the panel ultimately detached completely while the vehicle was in motion. Secondly, when Land Rover Stratstone-Reading reviewed the earlier repair, I was advised that the issue relates to the seal between the two panels. They were surprised that glue and other bonding agents had been used in the prior repair. That raises a concern as to whether the original repair carried out by you was appropriate or competent.I have also logged this issue directly with Jaguar Land Rover. I have been advised that if Lookers fails to respond appropriately, I should revert to JLR for further escalation.I therefore require you to do the following as a matter of urgency:1. Arrange an urgent inspection and full remedial repair of the vehicle.2. Confirm what steps will now be taken to address both the defect itself and the apparent failure of the previous repair.I also wish to record my disappointment at the standard of customer service I have received. A customer who purchases a brand-new vehicle costing in excess of £100,000 should not have to chase repeatedly for a response concerning a safety-related failure of a known defect, particularly where the original repair was carried out by your own workshop and appears to have failed in under twelve months.Please treat this as a formal complaint. If I do not receive a satisfactory written response within 7 days, I will escalate the matter further with Jaguar Land Rover UK and, if necessary, pursue the matter through the appropriate formal channels.

Dera Sir/ Madam,Dear Wayne,Re: Reg.: G15 OXX / Roof ProblemThank you for your email.I am extremely disappointed with Lookers’ conduct and the way you are treating me as a customer.Your position has now changed. You previously confirmed my vehicle had a roof/sealing issue, and your technicians identified water ingress from the passenger side. You now state that you “did not state the sealing had failed” and are refusing to assist further.This is unacceptable.My position remains unchanged:1. Failed repair: Last year, I paid Lookers Battersea £2,600 for roof repairs after it was damaged and displaced in an accident. The invoice states “renewed the latch and aligned the roof”. Alignment of a roof intrinsically includes ensuring it seals correctly. The roof, which leaked within months, was not repaired properly. That is a breach of Section 49, Consumer Rights Act 2015 – services must be carried out with reasonable care and skill.2. Same fault: The current water ingress is from the exact same roof that Battersea worked on. Whether you call it “latch”, “alignment” or “sealing”, the roof is not watertight. I paid £2,600 for a functional, weatherproof roof, and I do not have one.3. Disputed charge: I do not accept the £347.50 invoice. I did not authorise a chargeable diagnosis for a fault caused by your company’s failed repair. Under Sections 54 & 55 of the Consumer Rights Act 2015, I am entitled to “repeat performance” at no cost to me. Charging me to diagnose your own defective work is unlawful. I also did not authorise a brake fluid change.[date]I am sure the Battersea branch did not complete the repair to a proper standard. Lookers is a single legal entity and remains liable regardless of which branch performed the work.What happens next:1. I do not accept your invoice and will not be paying £347.50 to collect my vehicle. Any attempt to levy storage charges while you unlawfully retain my car over a disputed invoice will be added to my claim.2. This matter has now been escalated to *Lookers Head Office* and *The Motor Ombudsman, Case Ref: [ADD WHEN YOU HAVE IT]*, for breach of the Consumer Rights Act 2015.3. I require Lookers to release my vehicle immediately without payment and provide a date for the roof to be repaired correctly at no cost, as required by law.Please confirm within 48 hours that you will release my vehicle without charge. If you refuse, I will seek legal advice regarding the unlawful retention of goods and include it in my Ombudsman complaint.Kindly regardsArdesbhir Lashgarara

Dear Sir or Madam,Dear Service Manager,Lookers Land Rover West LondonConcord RoadPark RoyalLondonW3 0BFI am copying Jaguar Land Rover UK Customer Relationship Centre because the issue involves a safety related system fault and un unacceptable delay for warranty repair.I am writing to formally complain about the unacceptable delay I have experienced when attempting to arrange a warranty repair for my 2025 Land Rover Discovery Sport Hybrid.The vehicle has developed a fault displaying the warning message:“Acoustic Vehicle Alert System not available – Vehicle Service Required.”Shortly after this message appeared, the vehicle’s audio system stopped working completely, including the radio.As you are aware, the Acoustic Vehicle Alert System (AVAS) is a safety-related system designed to warn pedestrians when the vehicle is operating in electric mode. For this reason, this issue should be treated as a priority safety-related fault.Today I contacted Land Rover West London (Park Royal) to arrange a service appointment and was extremely disappointed to be offered the earliest available date of 11 June 2026, which is nearly two months away.This delay is unacceptable for a nearly new vehicle that is still under manufacturer warranty and currently experiencing system faults. I expect faults on a vehicle of this age and value to be addressed within a reasonable timeframe.Therefore I request the following:• A priority diagnostic appointment at the earliest possible date• Immediate inspection and repair of the vehicle under warranty• A courtesy vehicle if the repair requires additional timeIf this matter cannot be resolved promptly, I will have no option but to escalate the issue further with Jaguar Land Rover UK and pursue the matter under the Consumer Rights Act.Given the safety-related nature of this fault and the fact that the vehicle is nearly new and under manufacturer warranty, I expect this issue to be addressed within a reasonable timeframe. If this cannot be resolved promptly, I will consider escalating the matter to Jaguar Land Rover UK Customer Relations, the Motor Ombudsman, and if necessary pursue further action under the Consumer Rights Act 2015.Please treat this matter as urgent and confirm how you intend to resolve this situation.Kind regards,Antoaneta Boykova07720773305 /07894353939VRN LN75BZU

I want to thank Rami who helped me with the buying of my Defender, made the deal and buying very good and when we had trouble with handover time to pick up he always called me updated me and made sure my car would be ready when he said, I am very busy man having a carpet company and not always free so when I take time off I have to cancel jobs he make sure I pick up my car no delay and helped me feel better with experience. Thank you again to Rami

cust paid £250 deposit and then decided not to go ahead with the purchase. Over 6 weeks now and he would like it back.

The following email has been escalated:========================================================================Good morning,As a former BBC Business Journalist I know the value that companies place on customer service and how the manner in which customers are treated can influence opinions far and wide.I feel the necessity to reach out to the Press Office in particular regarding my recent experience at Lookers Land Rover West London and the complete contrast of experience we had with another dealer, Group 1 in North West London. The contrast could not be more extreme. Lookers West London:In short, to us as customers, the JLR brand was seriously undervalued at this branch. My husband and I were left feeling completely utterly disposed of to the point that we were going to switch brands and not purchase a Land Rover - after owning/purchasing Range Rovers and Land Rovers for well over a decade!I have to add importantly that the after sales team at this branch ARE fantastic, Alison Willbourne is a true credit to that branch and to the brand itself. After attempting to contact the sales team at Lookers several times to discuss trading in my Discovery and purchasing a new Defender, I received no email response so I contacted Alison to ask who I should contact.She placed me in contact with a sales adviser called John David. He was initially helpful; we arranged to visit the showroom at 2pm on a Friday to meet and discuss our requirements. His manager - who we never met - valued our car then we waited.... for over and hour and a half.... watching John speak to another customer. We decided it was a lost cause, so we left with no outcome. We then emailed him the following week, to attempt to discuss the new purchase.Discovery valuation:We wished to part exchange our Discovery when purchasing the new Defender 110. We had an engine light on the dash which was orange which John's manager apparently said we had to 'fix' before part exchanging. I was told to book it into the garage to be checked. The earliest appointment was mid-May which at that point was well over two months wait. I was told to basically call Land Rover assist to get them to diagnose the light and then get back to Lookers. In short, my husband and I decided there and then that we did not wish to spend over £80,000 with a sales team that cared to little about us as customers. We had zero follow up calls or emails, we had to continually chase and call, it really felt like they did not need or care about our custom. We left the whole saga feeling despondent, condescended and confused as to who exactly they were selling cars to, because they clearly did not care about our sale and the fact that we have been loyal customer to the Land Rover brand for thirteen years - having purchased THREE cars from Lookers over that time!Group 1 dealership - Hasan Hassan:We decided to try another dealership in the vain hope that we might receive a different experience there. We headed to Group 1 in North West London and I cannot describe the complete contrast to what we had experienced at Lookers. We were greeted warmly, we were introduced to Hasan Hassan and he was absolutely incredible. He treated us with grace and was an exemplary credit to the brand. We met his manager who was also fantastic and the whole experience was exactly what you would expect in a Land Rover dealership. Hasan turned our negative experience into a complete positive and as such we bought a new Defender 110 yesterday morning with him.Night and Day experiences. The first one left us nearly leaving the brand completely, the second renewed our loyalty. Group 1 North West London and in particular Hasan Hassan are a credit to Land Rover. Lookers West London need to retrain their sales staff and realise that selling high end products is a skill! I fear my email is outlining what many other customers have experienced at Lookers, because I have sadly heard exactly the same experience has happened to others. In short, if I was a first-time customer of Land Rover and Lookers Land Rover West London was my 'experience' I would sadly never buy the brand. Yours Faithfully,Rebecca Hogan