I need to raise a formal complaint about the handling of my case at Lookers West London regarding my Range Rover G15 OXX,The communication has been poor.I’ve chased multiple times for updates and often got no reply for days. When I did hear back, the tone from Wayne Hamilton and Vito Lepore felt dismissive and arrogant, and I was left with no clear timeline.I was also surprised to find out Lookers doesn’t have an account with the branch holding my car.Because of these ongoing delays and lack of accountability, my insurer, Direct Line, and their repair network, DLG, are now arranging to collect the car from you and carry out the repairs elsewhere.For a Range Rover, I expected much better after-sales care. Right now, the service feels unprofessional, and it’s cost me time and stress being without my car.What I’m asking for:An apology for the lack of communication and attitude I’ve facedAll notes, photos, and parts info handed over to DLG without delayAssurance this will be handled by a senior manager to avoid further issuesI’d appreciate a proper response within 2 working days, given DLG are ready to move. If I don’t hear anything, I’ll escalate this to Range Rover UK and Trading Standards.I’m hoping we can sort this out quickly.

Dear Team,I am writing regarding the upgraded （coolant pipe ？）that was offered as a free replacement in 2024 to meet the latest regulations.At the time, I was informed that the replacement part was on back order, and I have been waiting for an appointment ever since. As far as I am aware, the replacement has still not been carried out on my vehicle.The vehicle has recently been serviced; however, the engine warning light is now illuminated. I understand that this issue may be related to the coolant pipe that was due to be replaced.My Customer Service Manager at the time was James Garry. If he is still with the dealership, he should be familiar with the history of this matter and the outstanding replacement request.Could you please advise when the replacement part is available and provide a date for the work to be completed? Given the length of time that has already passed, I would appreciate it if an appointment could be arranged as soon as possible.I am also aware that the Battersea branch is no longer operating. I would appreciate confirmation of the responsible service centre and an appointment date within the next few days.Many thanks!Kind regards,SiYu Ye

On Thursday 14 May, I notified Land Rover of my dissatisfaction with my car, setting out the details (letter attached). I indicated that I would proceed to the next stage of rejecting the car if I had not had a satisfactory response from Land Rover by Thursday 28 May.On Wednesday 27 May one of Vito Lepore or Rob Love called me and proposed a final review at your premises to see if a remedy could be found. I agreed. The car was picked up by you on Thursday 28 May and returned the next day.On Thursday 28 May, Vito called me at 1252 and informed me that a full software update had been performed and that this was new software previously unavailable. Vito informed me that this had solved the problem with the car and that it was now fixed.I asked for a service report in writing so that I could see what work had been done and so that I had a written record from Land Rover of this work. I also asked for a detailed description of the software update and precise confirmation that the software was designed to deal with the known DC to DC converter fault that was at the heart of the car's unreliability. Vito indicated that he would get this to me.On Friday 29 May at 1055 I called and left a message for Vito urging him to deliver the service report and other information as agreed.At 1213 on that day Rob called me. He told me that the update was called EPIC D and that he was getting hold of the technical information that I required. I reminded him that I was also awaiting the straightforward service report of the work done.On Tuesday 2 June at 1133; Wednesday 3 June at 1434; Thursday 4 June at 1241 and 1652; and Friday 5 June at 1513 (5 calls in total) I called and asked to speak to Vito and or Rob. I was not able to speak to either of them on any of these occasions and left a message for them to call me on each occasion (I was assured by the reception call taker that an email was sent to them on each occasion).It is now Monday 8 June and I have still heard nothing.On this basis, I have no formal indication from Land Rover that any work was actually done to my vehicle as no service report has been provided. Further, I have no confidence, in the absence of any detail, that any software update (if one was done) was one that was designed to remedy the known fault with the car. On this basis I cannot consider that Land Rover has fixed the problem with the vehicle notwithstanding my cooperation in agreeing to let them have the car in for a final attempt.Accordingly, I notify you that I intend to proceed with my action to reject the vehicle as set out in my previous letter to Land Rover. I consider the time limit set out in my previous letter to have been exceeded and will move directly to the Ombudsman.

Dear Brian,I hope you are well.I am following up on my previous emails regarding vehicle LD21 GTF, as I have not yet received a reply or update.The battery warning light is still appearing on the dashboard, despite the battery having been charged previously and the alternator already tested. As noted by the dealership, the issue was recorded as: “battery low on charge, charged over night retested now ok, Alternator good at 14.81 volts,” but the warning is still returning.Could you please arrange for the vehicle to be collected and inspected again as soon as possible?If the dealership finds no fault, I would like the car to be independently tested by a Land Rover specialist or auto electrical engineer, including:• a battery load test;• a charging system test; and• a fault-code scan.As this is an Approved Used vehicle and the issue has already been ongoing for some time, I would appreciate a prompt update confirming:• a collection date;• what testing will be carried out; and• whether the vehicle will be checked under warranty, as my Approved Warranty cover was in place from 9 August 2025 to 8 August 2026.For clarity, the vehicle registration is LD21 GTF.I would be grateful for a response as soon as possible.Kind regards,Syed Madina

Dear Complaints Department,I am writing further to my previous complaint email to provide some additional context, particularly as I have unfortunately not heard back from Mr. Lepore today despite being advised that he would contact me.I believe the timeline below helps explain why matters have now escalated to a formal complaint and why I am becoming increasingly frustrated with the handling of this case.On 20 May, I contacted Jaguar Land Rover West London to book my vehicle in due to an EV battery-related issue. I was advised by the bookings team that the earliest available appointment was 29 May, which I accepted. At that stage, I understood that I was booking a diagnostic appointment for that date.On 21 May, I spoke with Frank Curry, who subsequently became my main point of contact. During that conversation, he explained that once the vehicle arrived, it could take up to five working days before it was diagnosed because it was being treated as a breakdown case. This came as a surprise to me, as I had not booked the vehicle in as a breakdown. I had specifically booked an appointment for 29 May. Had I known that I could simply have the vehicle recovered and enter the same diagnostic queue, I would have arranged for it to be brought in much earlier.Later that same day, I received an unsolicited call from Nicky Areago. During that conversation, I was advised that if the vehicle could be recovered to the dealership by 11:00am on Friday 22 May, it would be diagnosed that same day and that there was a possibility I could have the vehicle back as early as the following Monday.The next morning, Frank called to ask whether the vehicle was still due to arrive. Unfortunately, the RAC was running behind schedule, and I advised him that the vehicle would most likely not arrive until around midday. I therefore asked whether this meant it would instead be diagnosed on the following Monday, and he confirmed that it would. I thanked him for his understanding, and we agreed to speak again the following week.When I spoke with Frank after the vehicle had arrived, I was surprised to be told that no such commitments had ever been made and that the vehicle would simply be looked at within the next five working days. Given the clear discrepancy between what I had been told and what was now being stated, I requested to speak with a manager and was eventually put in touch with Vito Lepore.Following that escalation, the vehicle was in fact diagnosed by Tuesday. During my conversation with Mr. Lepore, I was advised that if the replacement battery arrived before Friday, the team would do their best to complete the repair and return the vehicle before the weekend. I also raised the issue of the conflicting information I had received from both Nicky and Frank. Mr. Lepore told me that he had requested the relevant call recordings and would listen to them personally to understand where the disconnect had occurred.Today, when I contacted the dealership for an update, Frank informed me that the replacement battery had actually arrived yesterday. Despite this, I was told that the vehicle would still not be ready until Tuesday.I therefore attempted to contact Mr. Lepore to discuss the matter. Unfortunately, he did not take my calls, did not return my calls, and did not respond to my emails. As of now, I have still received no response from him.My complaint is no longer simply about the delay itself. Rather, it concerns the repeated changes in expectations, the conflicting information provided by different members of staff, commitments that later appear to be denied, and the lack of communication and follow-up when concerns are raised.I felt it was important that the complaints team had the full background when considering my complaint.I look forward to hearing from you.Kind regards,Ramsey TohmeReg: LM19 OYZ----- Forwarded Message -----From: Ramsey TohmeTo: vitolepore@lookers.co.uk; F. and I. ComplaintsCc: Customer Feedback; stephencaesar-gordon@lookers.co.uk; Frank Currie; Andy Hicks; VehicleComplaints@lookers.co.uk; feedback@lookers.co.uk; Rachel LeeSent: Thursday, June 4, 2026 at 03:58:11 PM GMT+1Subject: IMPORTANT AND URGENT: Formal Complaint and Request for Urgent Call BackDear Mr. Lepore,I am writing to raise a formal complaint regarding the handling of my vehicle and, more importantly, the level of communication I have received throughout this process.Following our conversation earlier this week, I came away with a clear understanding that you would personally oversee the case and ensure that the concerns I raised would be addressed. Unfortunately, that has not happened.I sent you an email raising several specific points, including asking whether you had listened to the calls we discussed and requesting the videos of the faulty components that I had been told would be provided before any repairs were approved. To date, I have received no response whatsoever on any of those points.In addition, during our conversation, you specifically acknowledged the exceptional circumstances surrounding my daughter, Charlotte, who is severely autistic, and assured me that these would be taken into account. Unfortunately, I have seen no evidence of that in practice.My understanding from our discussion was that if the replacement battery arrived before Friday, every effort would be made to have the vehicle returned before the weekend. I have now learned from Frank that the battery arrived yesterday. Despite this, I am now being told that the vehicle will not be ready until next Tuesday, with no apparent attempt to expedite the repair or to accommodate the circumstances discussed with you at length.As you know, the timing is particularly important for our family. We are going through an exceptionally difficult period involving our daughter, and access to the vehicle this weekend would make a significant difference. This is not new information; it is something I have repeatedly explained and was assured would be taken into account.At this point, my concern is not simply the delay itself, but the lack of communication, the failure to follow up on commitments made, and the apparent disregard for the circumstances specifically discussed and acknowledged.I am therefore formally raising a complaint regarding the handling of this case.That said, my immediate priority remains resolving the situation. I would appreciate a call from you today to address the outstanding issues that remain unanswered and to discuss the return of my vehicle. Given the assurances that were provided to me, the fact that the replacement battery has now arrived, and the exceptional circumstances that have been repeatedly explained, I continue to expect the vehicle to be returned to me tomorrow, as we need it this weekend for our daughter.I look forward to hearing from you today.Kind regards,Ramsey Tohme

Dear Mr. Lepore,I am writing to raise a formal complaint regarding the handling of my vehicle and, more importantly, the level of communication I have received throughout this process.Following our conversation earlier this week, I came away with a clear understanding that you would personally oversee the case and ensure that the concerns I raised would be addressed. Unfortunately, that has not happened.I sent you an email raising several specific points, including asking whether you had listened to the calls we discussed and requesting the videos of the faulty components that I had been told would be provided before any repairs were approved. To date, I have received no response whatsoever on any of those points.In addition, during our conversation, you specifically acknowledged the exceptional circumstances surrounding my daughter, Charlotte, who is severely autistic, and assured me that these would be taken into account. Unfortunately, I have seen no evidence of that in practice.My understanding from our discussion was that if the replacement battery arrived before Friday, every effort would be made to have the vehicle returned before the weekend. I have now learned from Frank that the battery arrived yesterday. Despite this, I am now being told that the vehicle will not be ready until next Tuesday, with no apparent attempt to expedite the repair or to accommodate the circumstances discussed with you at length.As you know, the timing is particularly important for our family. We are going through an exceptionally difficult period involving our daughter, and access to the vehicle this weekend would make a significant difference. This is not new information; it is something I have repeatedly explained and was assured would be taken into account.At this point, my concern is not simply the delay itself, but the lack of communication, the failure to follow up on commitments made, and the apparent disregard for the circumstances specifically discussed and acknowledged.I am therefore formally raising a complaint regarding the handling of this case.That said, my immediate priority remains resolving the situation. I would appreciate a call from you today to address the outstanding issues that remain unanswered and to discuss the return of my vehicle. Given the assurances that were provided to me, the fact that the replacement battery has now arrived, and the exceptional circumstances that have been repeatedly explained, I continue to expect the vehicle to be returned to me tomorrow, as we need it this weekend for our daughter.I look forward to hearing from you today.Kind regards,Ramsey Tohme

Dear Rob,I am writing to raise a formal complaint regarding a new Range Rover Sport SV 4.4 V8 P635 SV (Obsidian Black Satin ) purchased from Lookers Land Rover West London, Park Royal, for £145,000 and delivered 13th May 2026.The vehicle is less than one month old and has only been in my possession for approximately 20 days. During that time it has been washed only on a small number of occasions by a reputable premium valeting company and has been maintained with exceptional care.I have now identified what appears to be a significant paintwork defect affecting multiple panels around the vehicle. Given the age, mileage and condition of the vehicle, I do not accept that this is the result of normal use, washing, environmental contamination or owner damage. The issue appears consistent with a manufacturing, paint application or pre-delivery defect.I attended your Park Royal showroom yesterday 1st July 2026 where Rob Love the sales manager inspected the vehicle and photographed the affected areas. As the defect has been identified within the first 30 days of ownership, I am formally notifying Lookers Land Rover West London, Park Royal of the issue and reserving all my rights under the Consumer Rights Act 2015.Under sections 9 and 11 of the Consumer Rights Act 2015, goods supplied by a retailer must be of satisfactory quality and as described. A premium vehicle costing £145,000 should be delivered with paintwork free from manufacturing defects and finished to the standard that a reasonable consumer would expect from a new flagship Range Rover SV.I therefore request the ONLY way we can resolve this matter is by replacing the vehicle, and if that is something you cannot do please cancel my contract and issue a full refund.For the avoidance of doubt, I do not accept any suggestion that the condition has been caused by my use, maintenance or washing of the vehicle. The defect was identified shortly after delivery and has been reported promptly.Should the investigation confirm that the vehicle was not supplied in satisfactory condition, I reserve all rights and remedies available to me under the Consumer Rights Act 2015, including the short-term right to reject the vehicle where appropriate.I look forward to your urgent response.Yours sincerely,Mohammad TariqVehicle: Range Rover Sport SV 4.4 V8 P635 SVVIN: SAL1A2A96TA646379 (This is the correct VIN Number of my vehicle and not the one on the Order Form)Car Registration: LM26 DWZOrder Number: 273887

Hi,I'm writing ahead of collecting my car today regarding the air conditioning issue, reg: WJ22 BXX.When I collected the car after its service on 30th April the air conditioning wasn't working, despite being fully functional when I dropped it off. I also noticed the service light hadn't been reset, which I'd expect to be part of a standard service.I want to flag in advance that I'm disputing any charges relating to the air conditioning. I'm not clear how a fault could appear on a 4 year old car with no prior issues during the time it was with you, and I don't believe I should be liable for the cost of investigating or repairing a fault that wasn't present when I dropped the car off.I'm happy to come in today to discuss this and hopefully we can reach a fair resolution. Could you also make sure I get a fully itemised breakdown of everything carried out when I collect?If we're unable to reach a satisfactory resolution I would look to refer the matter to The Motor Ombudsman.Thanks,Miles

Good afternoon,I am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Masoud EzazRegistration: LD72AZZInception Date: 08/09/2022Date Of Complaint: 27/05/2026Goods Details: Land Rover Range Rover Evoque HatchbNew/Used: NEWMileage At POS/POI: 10Current Mileage: 16,200Agreement Number: 118498860The customer has advised us of the following fault/s ;• Repeated engine warning light activation• No noticeable change in driving performance, but warning persists• Ongoing unresolved fault despite prior interventionsHas 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.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.

Good morningChasing this up for a third time. 14 days have now lapsed and my last 3 emails have been ignored. If I fail to get a response by the end of this week with a resolution then I escalate my complaint and take it direct to the ombudsman.RegardsAmanda.Sent from my iPhoneOn 21 May 2026, at 20:31, Amanda Webbwrote:Good eveningChasing this up again. We are now in excess of the 14 days. I still have no reply.RegardsAmanda.Sent from my iPhoneOn 20 May 2026, at 11:42, Amanda Webbwrote:Good afternoonAs over 14 days has passed and I am still to receive any response to this complaint I am writing again to request an urgent escalation of the matter.Many thanksAmanda.Sent from my iPhoneOn 3 May 2026, at 08:43, Amanda Webbwrote:Good afternoon,As per our telephone conversation I have the following complaints about the service agreement I took out with Lookers Battersea when I purchased my car. Details are within this email chainFirstly, I signed up to this when Battersea was open as it was a convenient location for me to take my car to be serviced. Once Battersea shut down the next closest option that was offered to me was West London, a 1.5-2hr drive away. When I realised this I called to speak to them and they suggested I re-booked somewhere closer and provided me with the details of Group 1 in Sidcup. West London were aware about the service plan as I mentioned it when I originally booked with them.However, upon arriving at Sidcup I was told my service agreement was not valid there. This meant I’d spent £1000 on an agreement which I could not use.Group 1 suggested I cancel my agreement and use the money returned to fund the second service, but when I called to do this the redemption amount wasn’t enough to cover the service - £340 v £650. Worse still I discovered I’d been charged a fee of £250 which was payable to Landrover Battersea - something I would have never agreed to. £250 is 25% commission!! 25% that’s outrageous.As a result, I am reaching out to you to make 2 formal complaints:1 - that Lookers West London referred me to A service department where my agreement was not valid2 - that I was charged 25% sales commission on an agreement without my knowledge.My ask is that the second service I paid for, upfront in cash when I bought my car via the Lookers service agreement, is honoured.RegardsAmanda.Sent from my iPhoneBegin forwarded message:From: EMaC Cancellations TeamDate: 1 May 2026 at 11:58:52 BSTTo: Amanda WebbSubject: RE: Breakdown CRM:0914000006069Good AfternoonWe are reaching out to you with regards to your recent Cancellation request. As you preferred to pay your Service Plan in full via card payment, In order to process your refund efficiently, we kindly ask you to provide us with your bank account details, as these were not captured at point of sale as no Direct Debit was set up.To ensure the successful transfer of the refund, we require the following information:1. Account Holder's Name:2. Account Number:3. Sort CodeOnce we receive this information we will start the cancellation process, please be advised this can take up to 28 days to complete.You can reply to this email with the required details or provide them to one of our customer Service representatives via telephone on 01270 505050.Alternatively we can issue a refund by cheque if preferred.If you require any further information, relating to your request, please respond to this email only in order to ensure that your enquiry is processed efficiently.Kind regards,—EMaC Cancellations Teamsupport@emac.co.ukT +44 (0) 330 099 6826 | F +44 (0) 330 099 6828 | emac.co.ukEMaC Limited | EMaC House | Crewe Business Park | Crewe | CW1 6GU------------------- Original Message -------------------From: Cancellations;Received: Fri May 01 2026 11:56:21 GMT+0100 (British Summer Time)To: Amanda Webb;Subject: Breakdown CRM:0914000006069Good AfternoonThank you for contacting EMaC reference Service Plan number: 14637TPlease find attached copy of the financial breakdown of your plan as per your request.We estimate the refund of this plan to be £345.04 and an estimated time schedule to be 28 days to complete the cancellation.If you need any further information or assistance, please do not hesitate to call or email.Kind regards,—