Dear Lookers,My daughter Emma Lynn purchased the above-referenced vehicle from your Battersea dealership in October 2024, which has since closed and so I am raising my issue with the complaints department.We recently raised a warranty claim with Jaguar Land Rover regarding the delamination of the exterior trim panels located on the door pillars and rear body pillars. JLR has declined the claim, advising that these components are classified as trim items, notwithstanding the fact that they form an integral and highly visible part of the vehicle's exterior bodywork.Following advice from The Motor Ombudsman, I am now writing to formally request that Lookers rectify this defect under the Consumer Rights Act 2015.The vehicle is only four years old, and the issue first became apparent approximately four to five months ago. I have enclosed the JLR technician's report together with photographic evidence of the defect. In my view, and I believe in the view of any reasonable consumer, a premium luxury vehicle of this age should not exhibit such significant deterioration of its exterior components. The delamination is clearly not the result of wear and tear, accidental damage, neglect, or misuse. Rather, it appears to be a failure of the material or manufacturing process itself. Furthermore, there is considerable evidence that similar issues have affected other Jaguar Land Rover vehicles, suggesting that this is not an isolated occurrence.Whilst Jaguar Land Rover has sought to classify these components as "trim", the affected parts are fixed exterior body components located on the door and rear pillars. They are not decorative accessories, consumable items, or components that would reasonably be expected to deteriorate during normal ownership. They form a permanent and highly visible part of the vehicle's exterior appearance and contribute directly to the quality, presentation, and value of the vehicle. A reasonable consumer purchasing a premium vehicle would expect such components to remain free from defects for considerably longer than four years.Under Sections 9 and 10 of the Consumer Rights Act 2015, goods supplied by a retailer must be of satisfactory quality, fit for purpose, and durable. Durability is a key element of satisfactory quality, and consumers are entitled to expect that a vehicle's exterior body components will maintain their appearance and integrity for a reasonable period of time. It is difficult to argue that a premium vehicle suffering delamination of fixed exterior panels after only three years meets that standard.While the vehicle is now outside the manufacturer's initial warranty period, but covered under a JLR extended warranty , my claim is against the supplying retailer under the Consumer Rights Act 2015. The fact that Jaguar Land Rover has chosen to classify these components as "trim" does not remove the retailer's statutory obligations where a product has failed to demonstrate the level of durability that a reasonable person would expect.Given the age, value, and premium nature of the vehicle, I do not consider it reasonable for these components to have failed after only three years of normal use. The defect falls well short of the standard of durability that a consumer is entitled to expect from a luxury vehicle and renders the vehicle not of satisfactory quality within the meaning of the Consumer Rights Act 2015.I therefore request that Lookers arrange for the defective pillar trims to be repaired or replaced at no cost.I would be grateful for your response within 14 days of the date of this letter.I look forward to your response.Yours faithfully,Simon Mounsey &Emma LynnGood Morning,Please see below technicians' reports,Investigated into delamination of trims,Confirmed fault and foundNSF DOOR B-PILLAR TRIM EXTERIOR FINISHERNSR D-PILLAR TRIM FINISHEROSR DOOR B-PILLAR TRIMTo all have delaminated, unsure as to why it has.

I have asked repeatedly for my deposit back after it was paid to lookers in relation to me buying a jaguar i-pace, which you suddenly decided not to sell me……..I wish to complain as a lot of time and money was invested in good faith to buy this car only for lookers to tell me i cant have the car.Please refund me my 3749.00 deposit back asap ..i have sent Mohamed Rajab several emails and had no responce ……..if i cant buy the car refund me my deposit back so i can purchase another car.

cust booked car in today problem with soft door closing on passenger door. Cust dropped the vehicle of this morning and the dealership has just called to be told that the vehicle wont be looked at until next Tuesday. If the vehicle is going to be there for a week why was it there today. Cust has organised a tracker to be fitted. Cust has been given any reasoning as to why the vehicle is not being looked at till next week.

Ms Scott,While I do appreciate your offer to book at an alternative Dealership, it is unlikely I would want to drive over an hour to Bucks to do an MOT or other service requirements. And then there is the issue of how to get back to London and then return to collect this car. Not a likely reasonable or practical alternative. As a buyer and owner of JLR cars for over 40 years the current timeline to service is unacceptable, combined with the closure of the other London based dealership which has clearly put service pressure on the people at Park Royal. The consequence of the current service timeline will, I suspect, cause buyers to rethink the ownership and purchase of JLR cars.PFPeter Fenichel

Hi Lookers team,I filed a formal complaint last Thursday, ref. 88900049,. I was told I’d hear back by 14th June, but I’ve had complete silence since then.To be honest, it feels like I’m being ignored.I’ve already had enough of the delays and lack of communication at Lookers West London, and I hoped Head Office would be different.Getting no reply by the due date just makes things worse.Can someone please tell me when I’ll get a proper response?Direct Line and DLG are now stepping in to collect and repair the car due to these delays.I’d still rather sort this out with Lookers, but I can’t keep waiting without any updates.Could you confirm that you’ve received this and provide an update within the next 24 hours?Appreciate you sorting this.Thanks,Ardeshir Lashgarara

The cust purchased a vehicle from Battersea and was sod a service plan. The cust lived in Lancaster and would never be local to the Lookers dealership. The sales man advised that he could use it any where however the cust has found out recently that this is not the case.

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