I am writing to lodge a formal complaint regarding the serious and ongoing faults with the Land Rover vehicle I purchased in October 2024. Despite returning the car to your authorised workshop in Concord Road on at least four separate occasions, the issues have not been resolved, and the vehicle continues to present multiple defects that significantly affect its safety, performance, and usability. Safety is of grave concern since I drive in the car with my young family as well.Since the date of purchase, the vehicle has suffered from the following issues:• Faulty gearbox, causing the car to unexpectedly slip into neutral• Leakage in the boot, leading to water ingress when the car is washed• Persistent engine oil warning, despite repeated assessments• Faulty camera system, stopped working for over 2 months - which can be attested to by Alan Babu in your after sales department - and suddenly came back on.• Faulty air circulation button, preventing proper ventilation controlThese repeated faults and failed repair attempts are unacceptable for a vehicle of this standard and value. They have caused considerable inconvenience, safety concerns, and loss of confidence in the reliability of the vehicle.The car has been in your garage for the past 2 weeks and I am due to collect it on Thursday 27th November without anything being repaired. The garage told me they cannot find the fault despite me providing picture evidence of at least the engine oil indicator.I request that Jaguar Land Rover urgently investigate this matter and provide a satisfactory resolution without further delay. In line with my consumer rights, I expect one of the following remedies:1. A full and permanent repair of all issues at no additional cost, or2. A replacement vehicle, or3. A full refund, should the vehicle be deemed unrepairable within a reasonable timeframe.Please provide a written response within 14 days of receipt of this letter, confirming the steps Jaguar Land Rover intends to take to resolve this matter.I look forward to your prompt and constructive response.

Dear Lookers Jaguar Land Rover West London Team,I hope you are well.I am writing to express my deep concern regarding the ongoing and unresolved connectivity issue with my vehicle, which has now persisted for 16 days. I previously emailed you last Friday requesting that someone contact me or arrange an appointment with James, but unfortunately I have still not received any response.Earlier today, I received an email from Marc Grainger at the UK Customer Experience Centre, who advised the following based on JLR Technical Team feedback:“According to TCU SIM, there has been no communication with the vehicle since 07/11.A software update is required to make RemoteApp work properly.If the client cannot install the software update, please ask them to visit the retailer for further assistance.If the retailer requires further assistance, please raise a TA as required to JLR.”Mr. Grainger instructed me to contact my preferred servicing retailer—Lookers JLR West London—in order to arrange the required booking and to provide you with the above technical guidance.Given the length of time this issue has remained unresolved, and the lack of communication so far, I kindly but urgently request that you contact me as soon as possible to arrange an appointment so that this matter can finally be addressed.This situation is extremely disappointing, especially considering the level of service one expects from a brand such as Jaguar Land Rover. I would greatly appreciate your prompt attention, as this issue is affecting my ownership experience and needs to be resolved without further delay.Thank you in advance, and I look forward to hearing from you shortly.Kind regards,

Dear Brian and the complaints team,I hope you’re well.I’m following up on our recent conversation regarding my Range Rover Sport, purchased in August, and the ongoing issues that continue to arise. Most recently, the heating system failed until I restarted the car and today the engine was slow to start, requiring multiple attempts.To be completely candid, the experience so far has been extremely disappointing. The timeframes for appointments have been unreasonable, requiring a month or two of waiting and despite numerous visits the vehicle has not functioned correctly for even a full week since purchase. This is not what you would expect from an Approved Land Rover vehicle.Furthermore, I was initially ignored by Battersea Land Rover for weeks before being redirected to West London, which has caused repeated inconvenience given I live in Surrey. The car was also returned to me with second-hand mats, despite my purchasing new retail ones.Although I was advised that the entire mirror mechanism was replaced during the last visit, it failed again within two days. This level of aftercare is simply not acceptable for a new client. At this stage, my confidence in the vehicle is diminishing rapidly and I am beginning to consider exercising my Right to Return unless a meaningful solution is offered. I would like Land Rover to take responsibility and provide reassurance with an additional year of warranty as a gesture of goodwill which seems reasonable given the mess so far.Please also confirm the collection time for my vehicle and the details of the courtesy car you assured me would be provided.While I appreciate your efforts personally, I hope you can understand my frustration. These issues should not be occurring on an approved vehicle within weeks of owning it.For clarity, the recurring and outstanding problems are as follows:• Wipers leaving smear marks since purchase (still not replaced)• Fan belt noise (Fixed)• Screeching window (not resolved after last visit)• Screeching sunroof (Fixed)• Wing mirrors not returning (still not fixed after last visit)• Heating system crash (New issue)• The entertainment system freezing when reversing – still ongoing ( Not fixed after the last visit)• Engine slow to start today – multiple button hold for fire up.I look forward to your prompt response and a clear plan for resolving these matters.

Hi Alan,I was promised that I will get an update this morning but I haven't received any update yet. I called earlier and left a message but didn’t get any call from you. I tried to call you again but no answer. This level of service is simply not acceptable!I am now writing to formally raise a complaint regarding the unacceptable delays, lack of communication, and overall poor level of service I have received in relation to my vehicle currently with your service centre.I dropped off the car on Thursday, 6th November which was after a wait of three months appointment I was given, and since then I have repeatedly had to chase for updates with little to no proactive communication from your team.To summarise the timeline:• 06th Nov (9am): I dropped off the car.• 07t Nov (5pm): No update received since dropping the car off and when I called, I was told I would receive a text with a quote for a new battery – no message was ever sent.• 10t Nov: When I called for an update, I was told parts were being ordered and expected the next day.• 11t Nov: I received a text saying parts had not arrived.• 13t Nov: I finally received confirmation that parts had arrived. I received no call from the service manager.• 14t Nov: I called again and was told the car was only just going into the workshop at around 4pm. When I questioned why it hadn’t gone in immediately after parts arrived on previous day, the response was that technicians were too busy. I was also told by yourself that you “didn’t have two minutes” to update me due to the merger with another centre.• 14t Nov: I received the below email from you apologising and saying you would aim to complete the work.• 17t Nov: I received confirmation via text that the works were still not completed.• 19t Nov: I called again and was told the works were now completed and the vehicle was being tested, and that I would receive the car this morning – this did not happen.• 20t Nov: When I called again this morning, I was told the test drive would happen at 12-1pm. It was not until 4pm, the test drive took place and I still have no update, despite calling twice. The service manager was reportedly unavailable both times.After all of this, the car was finally taken for a test drive today around 4pm, and the start/stop issue still has not been resolved. I am now being told it requires further checks with no clear timeframe, which is extremely concerning given the repeated delays to date as it's been 15 days now.This situation is simply unacceptable.My car should have been ready 2–3 days ago, and the continual delays, lack of communication, and poor handling have caused significant inconvenience. The fact that two centres have merged and your workload has increased is not a justification for such poor service and certainly should not become the customer’s problem.Given the ongoing delays, the unresolved fault, and the level of inconvenience caused, I am now officially requesting:1. 50% discount on the final bill as compensation.2. 7-seater Discovery courtesy vehicle until my car is fully repaired.3. Definite, confirmed completion date for the repairs.I expect these requests to be addressed as a matter of urgency. Please provide a written update latest by today 4 pm confirming next steps, the plan of action, and the revised timescales.I look forward to your prompt response.Kind regards,Waqas KhanOn Friday 14 November 2025 at 11:33:19 GMT, Allanbabuwrote:Good morning, Mr Khan.My sincere apologies for the delay. Unfortunately, we were unable to get your vehicle back into the workshop yesterday due to our workload. We are aiming to bring it in today and will do our very best to complete the work. If we are able to finish it today, I will update you immediately; otherwise, it may need to be carried over to Monday.In the meantime, I have extended the car hire for you. We appreciate your understanding, and once again, I apologise for the delay.Kind regards,JLR West London

Hi,I have had no response to my query? Please advise.Thanks,Syed A HussainOn 31 Oct 2025, at 20:27, syedaabis@gmail.com wrote:Dear Complaints team,I am writing regarding the ongoing coolant loss issue with my Range Rover P400e (2.0L petrol hybrid), which has been in your workshop on two occasions for related cooling system repairs — including replacement of the coolant tank ad cap and EV/AC/TXV pipes due to a minor leak.Despite those repairs, the vehicle continues to lose coolant from the engine circuit after long drives, with no visible external leaks and no evidence of coolant contamination in the oil or exhaust. The cooling fans also continue running after shut-down, which indicates residual heat or air entrapment within the cooling system.Having reviewed Land Rover’s workshop procedures for the P400e (Ingenium petrol-hybrid) cooling system, it is clear that the cooling circuit must be refilled using a vacuum filling/bleeding process (Tool Ref: VAS6096 / LRT-12-214 or equivalent) to ensure that both the engine and hybrid coolant loops are free from air pockets.Failure to vacuum-fill the system can lead to the exact symptoms currently present: gradual coolant loss, fan run-on, and intermittent temperature imbalance.Given that:1. The cooling system was opened and refilled by your team on both occasions,2. The above symptoms directly align with air trapped from a non-vacuum refill, and3. Land Rover’s own service documentation specifies vacuum filling as mandatory,I must request that your workshop carry out a full vacuum bleed/refill of both cooling circuits at no charge as part of correcting incomplete previous work.I would also ask that, while performing this, your technicians:1. Re-inspect the coolant crossover pipe and water pump area for micro-leaks (these can be heat-only or evaporative and are sometimes missed in cold pressure tests), and2. Confirm both coolant circuits are holding correct pressure after vacuum fill.I appreciate that your technicians have previously checked for leaks ad stated next steps would be a coolant system block test, but this the vacuum bleed is essential to conclusively resolve the issue and restore the system to Land Rover specification.Please confirm a date for the vehicle to be booked in for the above work and that the vacuum bleed procedure will be carried out under goodwill / warranty rectification rather than as a billable repair.Thank you for your attention to this matter, and I look forward to your prompt response.Kind regards,Syed HussainBF19LVJSALGA3AY2KA555068Tel: 07960250786Email: syedaabis@gmail.com

I still have not had anyone contact me on my complaint nor have I had west London contact me about sorting my car out? The car came back in worse condition cosmetically… half the stuff wasn’t even done. What’s going on? Vito, can you please forward this onto Park Royal… everything you said that would have been done hadn’t been done and I have nothing to fall back on. Please help assist..KamFrom: Kam ChoudhuryDate: Tuesday, 7 October 2025 at 16:20To: JasonhoyteSubject: Re: Inspection report for your vehicleHi JasonThis I think was the last two reports I hadhttps://www.myvehiclelive.com/OnlineEVHC/Lookers/RTC/Index/3597F29F-6267-4A78-95B5-19B42188F592https://www.myvehiclelive.com/OnlineEVHC/Lookers/RTC/Index/269138A1-8C78-493B-ADAA-489F36BE1BC6Are they mentioned in the report you’ve sent? In terms of the cosmetics. What’s happening? Everything till the point of engine repair was fine so hoping all of the above is covered.Kam

Faulty Vehicle: The rear wheel noise of my car was there from day one when I bought this car from Lookers, I just thought it was a feature of JLR but when I showed this to my mechanic friend a year later, he said these cars should run very smoothly, there must be some problem. The diagnostic test revealed all that last month as there are problems with the rear differential and battery heat pump. I feel at least the rear differential problem has been there since day one. I would like you to look into all the diagnostics you must have performed before selling this car to me as an approved dealer. I would like to get all the copies of results of diagnostics you performed as I need this as an evidence when I raise this with the motor Ombudsman. I managed to track down the previous owner (who is my friend's friend) and in the process of getting the right evidence for this rear wheel noise problem. Once I get evidence, I will raise this with the Motor Ombudsman, JLR and other consumer watchdog, how customers are cheated by approved dealers, whom we trust blindly. Please see if you can do anything about it before I raise this to regulators and Lookers & JLR leadership team. In the meantime, please share all diagnostics you performed before selling this used car to me.

Lookers Land Rover Complaint 2025, November 12th.Dear Sirs,Alas I have had enough and have been forced to make my complaints. Non of what I list is acceptable and I have been completely not only been put off the branch, but also the Land Rover as a brand.I will list my complaints, with the most recent issue first.I booked my Defender 90XS (KF15 YDY) for its annual service on October 7th at Lookers Land Rover West London in Park Royal. I bought the car from here and all servicing and MOTs have been done at this branch. I was sold a servicing plan and this was the last service included in the plan, which I was going to renew, already having enquired about the costs.I phoned the service department and booked the car in, mentioned its on a service plan. I was told that’s fine and it’s the last service included. Someone else phoned me the day beforehand to check I was coming in the next day for the service. All good. Until I turned up and was told that the service plan wouldn’t cover the service in full and that I had to pay a further £1133.54 for the full service. I was sold this service plan, as a service plan. Not a partial plan. I’ve had two service plans if I recall correctly over the ten years of ownership and not had an issue. I was then told that Lookers no longer sell that particular plan as it’s not inclusive of all the servicing necessities!This is all ridiculous and abysmal. Absolutely unacceptable. I was never told I would need to buy the service plan and pay for servicing!I have paid for a service plan and demand that the estimate list I was given with the £1133.54 is done and covered by the service plan which I paid for. I await to hear from the service department to book the car in ASAP, to have the service finished in full.During the call the night before this partial service, I inquired if I could perhaps hang around and collect the car once done. I was told as long as I arrive earlier, that could be done and I would be away in 2-3 hours. I in fact turned up earlier, was told told that would be ok. I had made delivery arrangements that afternoon for work related stuff. The service in fact took much longer. Thankfully UPS was running late, so I patiently waited longer. It got to a point that I simply had to leave to meet the courier and the staff member rushed and got my car. Unwashed and without valeting. I told him I could pop back in a couple of days and have it cleaned. He promised to get back to me to arrange this. He didn’t and I’m still waiting, over a month later. I trust the car will be cleaned when it’s serviced fully as mentioned above?I have had two occasions, on visits for servicing and MOTs, where during the washing of the car, the felt surrounds for the rear sliding windows have been damaged and on one occasion, ripped out completely! I complained of course and was accused of bringing the car in that way! I found the side view on the video Lookers provides during servicing and showed the service agent. I was told that a replacement would be ordered and fitted. On the second visit when the felt was torn off, again I complained and was told it would be sorted. I chased this up in person and was told that both felt trims were ordered to be fitted. Nothing has happened about this and again, I must demand this is done with haste.To continue painting a picture of unacceptable service, I collected my car after an MOT, in January 2023. A day or two later, I was on the M25 when heavy rain started, and when I came to use my windscreen washer fluid and there was nothing. A weak stream which wasn’t reaching the windscreen. I persevered to look through the muddy windscreen and thankfully made it off the motorway and used bottled water to clean the windscreen. I had to pull over multiple times to do this. I discovered the windscreen washer jet twin nozzle attachment was completely missing! Needless to say the next day I drove to Lookers Land Rover again to complain that this had been broken off (I guessed during washing). I was accused of bringing the car in like that! Astonishing. When I inquired if a car without windscreen washer jets would pass an MOT, I was finally believed. The other service agent however said she was sure that mine had been stolen by another customer with a Defender which had been there. The part was ordered and I was told it would take many months. Thankfully I found a brand new official part on eBay and it was fitted.A branch which had exceptional customer service, has somehow been turned into a place I dread coming to. Both as my car seems to recently almost always leave with damage and customer service which has evaporated. Truly a shame.My sister also bought a car from this branch and had all the servicing done. On a visit a few months ago to buy a new car, the experience was so exceptionally abysmal, she too has been put off the brand and since bought from a competitor.I look forward to your reply. I must demand that the service is completed (apparently fluids and parts need to be ordered in especially I was told, so kindly arrange this) ASAP and my rear sliding window felt is also replaced. If the internal system is going to take months, may I suggest someone buys the official felt strips on eBay or from another retailer, using petty cash?

Car Registration V77AAVI have been dealing with Lookers West London for almost two years and have such a terrible experience. I hope you will look into my complaints below and try to resolve them before I take it further with the Watchdog/Motor Ombudsman and even on social media and the leadership team of Lookers and JLR.Low quality of Service: I took my car for service to West London Lookers  on 15th Oct 25 and after a diagnostic test, I have been charged £300 even though that was covered by Warranty. When I was waiting for warranty repair authorisation, I was not able to get in touch with West London service even after I used to call every day at least 3 times. I have called more than 50 times but only once I managed to talk to Manager of the person who was looking after my car. I have never seen such a pathetic service. I am still trying to reach out and call so many times just to understand my repair cost and what's authorised by RAC warranty. Not able to get hold of anyone for two weeks, more than 25 calls. So please please help me out. Faulty Vehicle: The rear wheel noise of my car was there from day one when I bought this car from Lookers, I just thought it was a feature of JLR but when I showed this to my mechanic friend a year later, he said these cars should run very smoothly, there must be some problem. The diagnostic test revealed all that last month as there are problems with the rear differential and battery heat pump. I feel at least the rear differential problem has been there since day one. I would like you to look into all the diagnostics you must have performed before selling this car to me as an approved dealer. I would like to get all the copies of results of diagnostics you performed as I need this as an evidence when I raise this with the motor Ombudsman. I managed to track down the previous owner (who is my friend's friend) and in the process of getting the right evidence for this rear wheel noise problem. Once I get evidence, I will raise this with the Motor Ombudsman, JLR and other consumer watchdog, how customers are cheated by approved dealers, whom we trust blindly. Please see if you can do anything about it before I raise this to regulators and Lookers & JLR leadership team. In the meantime, please share all diagnostics you performed before selling this used car to me.Sub Standard RAC Warranty: RAC warranty is sold by Lookers at the point of sale of the car, which does not meet standards of your service or prices. This clearly mis-sold product or fraud, you should not sell something to your customer which is not upto your standards since you ask hell lot of money on top of what's covered by the RAC warranty. This is organised fraud and cheating of customers, as I trusted Lookers brand and bought it since you rep said all repair will be carried out by Lookers and claim will be handled by Lookers. But in reality this is all false, your service guys just don't care once they get their money for diagnostics and say go away. This is very contrary to what story you tell at the time of sale. So please stop selling this and offer something which will meet your standards and prices. I would raise this with watchdo to surface how RAC and Lookers together are cheating the customers.I was patient for almost two years thinking about this incident, but it looks like it is your standard business model to cause stress to customers and literally harass them. This also damages the brand. I will do what it takes to uncover this if you don't look into this and kocn on every door including regulators, watchdogs, Lookers/JLR leadership team and social media.

Dear Mr. Nathan Shaquille ,Further to your email dated 20 October 2025 , I am writing to express my continued dissatisfaction with both your response to my formal complaint and the ongoing lack of communication from your dealership. Despite multiple attempts to contact you by phone — where your team have transferred me directly to your line without answer — I have received no call back or resolution.I therefore must reiterate and clarify several unresolved matters from my original complaint and your response.________________________________________1. Overall Response and AccountabilityWhile I appreciate your acknowledgement of poor service in some areas, your response fails to provide a satisfactory resolution or demonstrate genuine accountability. You attribute several issues to your salesperson “Mo” but have not indicated whether any formal action, retraining, or internal review has taken place. The repeated reference to “gestures of goodwill” such as a fuel fill and plate making does not excuse or offset the clear breaches of customer care and professional standards I experienced.________________________________________2. Promised Items – Cap and Key BoxYou stated that both items had been “authorised” and “ordered,” yet several weeks later I have still not received them, nor any confirmation of dispatch or delivery. This delay further reflects the ongoing lack of follow-through which has characterised this experience. Please confirm the exact dispatch date for these items, or provide a firm collection/delivery date in writing within 5 working days.________________________________________3. InControl App / VIN IssueYou previously advised that the vehicle needed to be brought to your service department for diagnosis. However, you have not acknowledged my prior communications stating that I have already made a 100-mile round trip twice. I therefore request you honour your written offer to arrange collection and return of the vehicle at your expense, at a mutually convenient time. Please provide available dates for this.________________________________________4. Vehicle History / Misfiring IssueYour response that the dealership “wouldn’t have been aware” of the prior fault is concerning. The vehicle’s prior breakdown and diagnostic record are part of the Land Rover database, and therefore should have been identified during the Approved Used preparation checks you reference. Selling a vehicle with a known mechanical issue, later confirmed by Land Rover Assistance, without disclosing this to the buyer, raises serious ethical and consumer protection concerns.I request a written record of the vehicle’s full pre-sale inspection and preparation report, including any diagnostic logs relating to the previous misfire and the rectification work allegedly carried out.________________________________________5. Next Steps and EscalationTo date, this matter has not been handled with the standard of care expected of a Land Rover Approved dealership. I am now requesting:1. Written confirmation and evidence of action taken regarding the poor conduct and service received.2. Proof of dispatch or delivery of the promised Range Rover cap and correct key box.3. Confirmation of vehicle collection arrangements for the InControl/VIN issue.4. A copy of the vehicle’s pre-sale inspection and repair documentation.5. A formal goodwill gesture to recognise the ongoing inconvenience, distress, and loss of trust caused.If I do not receive a satisfactory written response within 7 days, I will have no alternative but to escalate this matter to Lookers Group Head Office, Jaguar Land Rover UK, and if necessary, the Motor Ombudsman for formal investigation.I trust you will now treat this matter with the seriousness and professionalism it deserves.RegardsB S Landa