Good afternoon Mr Landa,Thank you for bringing this to my attention, as I am very sorry for the lack of service you deserved as I felt like myself and your family has built a good report.1. Initial Appointment and Sales Experience• Despite having a pre-booked appointment with your salesperson Mohammed, we were kept waiting for 45 minutes with no explanation or apology.• Mohammed showed minimal interest during our viewing and spent less than a minute with us before attending to another customer, leaving us to find assistance elsewhere.• It was only when we were ready to proceed with the purchase that he became attentive—an approach that felt transactional and disrespectful.Yes, I agree to the above that you shouldn’t of been waiting for that long especially if you had an appointment booked, but I believe Mo had a Handover or an appointment prior to your meeting beforehand , he should have at least had the courtesy to apology or even explained why he was delayed. I did acknowledge you and your family and spent some time running the features in the interim of while waiting for Mo.This I would need to pick up with him with regards to his customer service.. Negotiation and Managerial Oversight• My son and I attempted to negotiate a small reduction in price, which you, as the Sales Manager, appeared open to. However, after speaking to Mohammed, this offer was withdrawn without any communication from you thereafter.• It felt as though Mohammed dictated the outcome and your authority was overridden, which was both confusing and unprofessional.Yes I was open to this, however after looking at the whole deal I was unable to do anything on the vehicle , the vehicle was making a loss already for selling the vehicle at the advertised price.But, you have failed to mention that we have done a number of good gesture for yourself as I couldn’t take anything of the vehicle such as , Full Tank, Private Number Plates to be made, Machine polish vehicle – all these has a cost element behind the scene.3. Vehicle Collection Experience• On the day of collection, we again faced delays. Mohammed once more prioritised other customers and made us wait 30 minutes before briefly escorting us for an ‘unveiling’—which was nothing more than opening a shutter and walking off without any explanation or support.• No introduction to the vehicle’s features, no handover presentation—nothing that reflected the premium nature of the brand or dealership.Again, this is something Mo will need to work on his Time Manamgent skills, as this is not the standards for a Handover, if you would like a second Handover please do advise and I can arrange this with someone else to go through the key information with yourself.4. Promised Items Not Delivered• A branded Range Rover cap and correct key box were promised. We received neither.• Instead, we were handed a Defender key box with no intention of replacing it and told the cap “had nothing to do with me” by Mohammed, who again showed a complete lack of professionalism and accountability.• Despite assurances from the team that these items would be sent out, weeks have passed without any update.Vehicle App Activation and VIN Issues• The Land Rover Remote app could not be activated due to VIN issues. Despite contacting both yourself and Mohammed, I was told it was due to a “cyber issue” and to wait 2–3 weeks—something I now know, from speaking to another dealership, is simply not true.After two weeks, I received no further response. I consider this an unacceptable lack of follow-up for an issue that your dealership is responsible for resolvingI have authorised for the Range Rover Cap , again this was a gesture of goodwill on top of many things we have already done for you. You sent an email regarding the Incotrol which I assisted with then given you a further updated email sent on 30.09.2025 with no correlation of response stating that the vehicle will need to come into our Service Department to get a diagnose reset . I also stated that these were on order and booked against the vehicle , so you can collect this the same time when the vehicle is in.Vehicle Breakdown and Concerning Discovery• On 8th October, the vehicle failed to start. Land Rover Assistance attended and diagnosed a flat battery with no clear cause.• More alarmingly, the attending engineer informed me he had previously been called to this very vehicle a few months ago due to misfiring—something I was never informed about prior to purchase.• Had I known this, I would have reconsidered the purchase entirely. Withholding this information is, in my view, ethically questionable and possibly a breach of duty of care.The Cause of a flat battery could be a result to several different things ,Despite the previous History on this vehicle , which we wouldn’t of been aware of any previous history faults from the owner – This is why we have an approved scheme to check all of our used vehicles and before selling the vehicle that it goes into the workshop and diagnose any occurring or previous faults with the vehicles , hence why my preparation bill on this vehicle was so High as we have managed to fix the Misfiring issues and was able to retail. It is not the Sales Executive job to disclaimer to inform anything like this if they are unaware of the problems, again it defeats the object of having an approved scheme of checking these things before the car is Sold , which it has been resolved.As mentioned in my previous email , I have ordered you the Key box and Cap already and was wating for a reply…With regards to the Incontrol as advised again that the Vehicle will need to come on site – if you don’t want to bring the vehicle back yourself no problem, I can arrange a collection and delivery only.I look forwards to your reply ,

Hello RobYou wrote to me on 5 November saying you would look into why you have not returned my £250 refundable depositIt is now 10 November and I have not heard anything from youThis is appalling “customer service”Lookers are behaving like a back street car dealerI am writing this awaiting my cancer treatment. I really do not need this stress you are subjecting me toWhen will you return my money?Needless to say your complaints department have not replied to me eitherRegardsJohan Zachau07710427628Sent from my iPhoneOn 7 Nov 2025, at 09:52, Johan Zachauwrote:Hello RobOk - thanks for you reply on Wednesday 5 NovemberIt is now Friday 7 November and I have not yet heard from you and needless to say I have not received my money.Lookers have held on to my £250 for over a month!As a matter of urgency return my money!RegardsJohanIt isSent from my iPhoneOn 5 Nov 2025, at 08:25, Rob Lovewrote:Hi Johan,I sincerely apologise that you haven’t yet received your refund. I was advised that this had been actioned.I will look into this as a matter of urgency for you.Kind RegardsRob Love General Sales ManagerLookers Jaguar Land Rover West LondonT: 020 8938 1300E: RobLove@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 6 Wave Trade Park, Concord Road | West London | W3 0BFCONFIDENTIALITY NOTICE: This e-mail message including attachments, is intended only for the person to whom it is addressed & may contain confidential information. Any unauthorised review;use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.From: johan zachauSent: 04 November 2025 10:49To: Vehicle Complaints; Rob Love; johan.zachau@btinternet.comSubject: FORMAL COMPLAINT - REFUNDABLE RESERVATION FEE OF £250 NOT RETURNEDExternal Sender: Confirm legitimacy before acting.HelloThis is a formal complaint about my refundable reservation fee of £250 not having been returned to me, despite numerous phone calls and emailing the manager Rob Love at Lookers West LondonI have waited since 8 October for Lookers to return my money - you can possibly understand my frustrationBelow is the full email trail regarding my reservation. I am astonished at the lack of customer service from Lookers - are you intending to keep my money?Kindly confirm receipt of this formal complaint and arrange for the return of my £250 without delayThanks and regardsJohan Zachau07710 427 628I have not yet received my £250 refundable reservation fee from LookersI made a reservation on 5 October for Defender KJ23LYD at Lookers BatterseaLookers have since closed the Battersea branch so I am having to deal with Lookers West LondonI viewed the vehicle with sales person Raagavan on 8 October - told him I did not like it and asked him to return my depositI emailed Raagavan on 10 October reminding him to return my depositI received his email (below) on 15 October claiming he would deal with my deposit - nothing happenedI spoke with John David on 22 October saying he would deal with it - nothing happenedI spoke with Whitney on 23 October - she claimed the deposit return "had been processed" and would be sent to me within 2 days- nothing happenedOn 30 October = 22 days after I asked for my deposit to be returned - I spoke with Garfield Ramsey - he told me Rob Love would be back in the office the day after and would deal with this - nothing happenedI emailed Rob Love on 28 October - no reply from him as of today - 4 November-------- Forwarded Message --------Subject: Re: VERY UNHAPPY CUSTOMER - LAND ROVER DEFENDER Has Been ReservedDate: Tue, 4 Nov 2025 10:21:27 +0000From: Johan ZachauTo: roblove@lookers.co.ukCC: Johan ZachauRobYou have not had the courtesy to respond to my email dated 28 OctoberI have still not received my £250 REFUNDABLE deposit from LookersWhy do I have to make 5 phone calls and send you emails for Lookers to refund my money?You have held my money since 5 October!This is not the “customer service” I expected from - what I thought was- a reputable car dealershipPlease arrange to return my money without delayRegardsJohanSent from my iPhoneOn 30 Oct 2025, at 10:22, johan zachauwrote:Hello RobI have not yet received my £250 refundable reservation fee from LookersI placed the reservation on 5 October for Defender KJ23LYDI viewed the vehicle with Raagavan on 8 October - told him I did not like it and asked him to return my depositI emailed Raagavan on 10 October reminding him to return my depositI received his email (below) on 15 October claiming he would deal with my deposit - nothing happenedI spoke with John David on 22 October saying he would deal with it - nothing happenedI spoke with Whitney on 23 October - she claimed the deposit return "had been processed" and would be sent to me within 2 days- nothing happenedToday - 30 October = 22 days after I asked for my deposit to be returned - I spoke with Garfield Ramsey - he told me you are back in the office tomorrow and will deal with this.I understood Lookers to be a reputable prominent dealer with good customer service. So far I am very unimpressed.Presently I cannot think of any reason why I would approach Lookers again to buy a car.Kindly - without further delay return my £250.RegardsJohan Zachau07710 427 628-------- Forwarded Message --------Subject: Re: Your LAND ROVER DEFENDER Has Been ReservedDate: Wed, 15 Oct 2025 19:15:13 +0100From: Johan ZachauTo: Raagavan IndiralingamCC: Johan ZachauHelloGood. Thanks for your emailI look forward to receiving my £250soonestAll bestJohanSent from my iPhoneOn 15 Oct 2025, at 08:23, Raagavan Indiralingamwrote:Hello Good Morning JohanI will look into this for you I'm back in the business all week !Thank youRaagavan Indiralingam Sales ExecutiveLookers Jaguar Land Rover West LondonT: 020 8938 1300E: RaagavanIndiralingam@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Unit 6 Wave Trade Park, Concord Road | West London | W3 0BFCONFIDENTIALITY NOTICE: This e-mail message including attachments, is intended only for the person to whom it is addressed & may contain confidential information. Any unauthorised review;use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.________________________________________From: Johan ZachauSent: 10 October 2025 9:53 AMTo: Lookers Enquiries; Raagavan IndiralingamCc: Johan ZachauSubject: Re: Your LAND ROVER DEFENDER Has Been ReservedExternal Sender: Confirm legitimacy before acting.HelloThank you for reserving this vehicleI viewed the vehicle at lookers Battersea on Wednesday with your sales executive Raagavan .Due to the wear on the interior of the Defender and a smell (dog?) I have decided not to buy this car.Kindly return my refundable deposit of £250 soonestPlease confirm receipt of this email and confirm when I can expect my deposit back in my bank accountMany thanksJohan

I bought this Range Rover on 27th September 2025. The money was paid in full in cash on the 30th September, as I was asked to do so by the sales agent Ali Duvan. When I called for the first time on 24th September, Ali stated that the car was ready and I could drive it away if I paid in cash. It was evident from his statement that the vehicle had all the checks and was ready to be sold.Then, after the car was paid for, I was told that something was missing and that a part had been ordered and might take a few days to arrive. Then the following week I was told the car would be moved to West London Dealership on the 10th October as Battersea unit was closing down. I was told I shouldn't be waiting long for delivery, and the delay was due to JLR's shutdown following a cyber attack. I was never told that the branch was closing down when I purchased the car.The branch Manager of West London called me on Monday, 13th October 2025, in the morning and told me he would allocate a salesperson to assist with my sale, and the person would be in touch with me once done. After this initial call, all that I have had is poor customer service as listed below1) After the initial call from the Branch Manager on 13th, no one called me, hence I had to call to chase up on 16th October. Mohammed (Mo) from the Sales team answered my call and agreed to take on and help with the sale. Initially, he did not know what was happening; he even told me that I had not settled the payment. Clearly, the Manager had not allocated the salesperson as promised when he called on the 13th October.2) Mo then called me again on the 17th and asked for a sales invoice, which I sent by email. He confirmed the receipt and said he and his manager are taking a personal interest in getting the part from JLR. Did not hear from him or anyone at all for a few days3) Since I had not heard from anyone, I called to chase up on the 29th of October, and I was told Mo was on holiday. Then I asked to speak to the Manager, the call handler said Shack, who is the used car sales manager, was off that day, and if I could ring the next day, I could speak to him4) I called on 30th October and asked to speak to Manager Shack. The call handler put me on hold for a short time and said Shack does not know anything about this car. He told me the Battersea branch was responsible for all the mismanagement, and that I would be better off speaking to Manager Rob the next day, as Rob came from the Battersea branch and would know everything above the car. At this point, I got annoyed and asked the call handler to get Rob to call me the next day (30th October).5) No one called on the 31st of October, so I called and asked for Rob. I was told he was with a client and would return my call later. At this point, I told the call handler I would file a complaint if I did not receive an update. At last, someone from the Service team called and said to me that the part had arrived, and he would be working on the car that afternoon, and it should be 3-4 hrs work6) Again, no contact from the dealership for a few more days, I called on the 5th November and asked to speak to Rob, again I was told he is busy with the customer and would get him to call me later in the day. At last, I had a call from Rob about midday. He said the part arrived the previous day and that he will make sure work on my car starts at about 2pm. He said a wrong part was ordered, hence the delay —a completely different story that was hard to believe. He promised to call me first thing the next morning (6th November) and update me.7) Never had a call from Rob as promised on the morning of 6th November. I called about noon to chase up. This time, surprisingly, Mo answered. He put me on hold to speak to Rob and said the car is currently being tested and that he will get back to me in the evening. This never happened. Again, I had to call to chase up about 4.30/5 pm. This time Mo said they had to get a Specialist Engineer from JLR, and he would be working on my car till 9-10pm at night. Again, another story. Mo promised to call me the next morning with an update (7th November)8) Mo did not call me on 7th November (today) as promised. I had to call to chase up at 12.30 pm, but was told that Mo is with a client and will call me once he is done. As I had not heard from Mo I called at 2.30 pm to chase and was again told Mo was with a client. At last, Mo called at about 3.30 pm and said the car was still being tested and he would give an update by the close of the day. Again, I did not hear from him.My issues are as stated below.1) Why was the car sold before necessary checks were made? It has been 5 weeks since the car was paid for, and I still don't have a delivery date confirmed, which is poor. The delay makes me wonder whether there may have been a bigger problem that could recur upon delivery.2) There were calls from the sales team to update, and I had to call all the time to chase up. Why should a customer keep chasing? Is this because the car was paid for, and the sales team took me for granted3) As stated above, different versions of the account were given each time I called over the last few days.4) I owned a Porsche Cayenne but had to switch to a Range Rover LWB as I wanted a bigger car. The customer service with Porsche after-sales was excellent; I never had an issue. On any standard, this is an example of deplorable customer service. If this is the experience before delivery, I am dreading the service I would receive once delivered.

Dear Jaguar Land Rover officer,I am writing to formally raise a complaint regarding the vehicle service that was scheduled 2 months in advance, for 5th November 2025 and was unilaterally cancelled by your garage Jaguar Land Rover West London, the day prior.This appointment was booked months in advance. Yet on 4th November, I was informed that the service would not proceed due to an alleged payment issue. This claim is categorically false. I have attached evidence confirming that payment was arranged well ahead of time. Even if there was a failure within your internal systems to register the payment, that is not my responsibility. We are in an active two-year service agreement, and it is your contractual obligation to maintain the vehicle as scheduled.To make matters worse, I was told the next available appointment would be in December—effectively placing me at the back of the queue for an error that was entirely on your side. This is unacceptable.Following the cancellation, a call was made by my wife to the garage's service line (020 8992 2299) at 10:26 AM on 5th November to request an earlier resolution. Your representative assured us that an engineer would call back the same morning. Over 24 hours have passed, and no such call has been received.This is not an isolated incident. On previous visits, the garage failed to resolve a key fob issue, which we ultimately had to fix ourselves after researching solutions online. The consistent lack of reliability and accountability from your West London branch is deeply concerning.This level of service falls far below the standards expected from a brand like Jaguar Land Rover. I request immediate contact to resolve this matter and to arrange for the vehicle to be serviced without further delay. Going forward, I also expect to be offered alternative nearby servicing options at a more competent and responsive location.I trust this complaint will be taken seriously and addressed with the urgency it warrants.Sincerely,Regards,Steve GoodmanDetails:My wife's contact:    Yi Goodman Nee Fang, 07853241059, doris_fangyi@hotmail.comMy contact (can copy me in, or only call me when my wife's absent): 07984017398, stevejgoodman@hotmail.com,job Card Booking Number: 63983Reg: LF17LLT,Chassis: SADCA2AN7HA089477,garage: Jaguar Land Rover West London,Unit 6 Wave Trade Park,Concord Road,London,W30B,PlanMyService LLP Direct Debit identification number: 284432Reference Number: 7821448LF17LLT2292025Attaching:service booking confirmation emailthe worksheet I received the day before the scheduled service.payment evidences: notification of payee sign up & screenshot

HelloThis is a formal complaint about my refundable reservation fee of £250 not having been returned to me, despite numerous phone calls and emailing the manager Rob Love at Lookers West LondonI have waited since 8 October for Lookers to return my money - you can possibly understand my frustrationBelow is the full email trail regarding my reservation. I am astonished at the lack of customer service from Lookers - are you intending to keep my money?Kindly confirm receipt of this formal complaint and arrange for the return of my £250 without delayThanks and regardsJohan Zachau07710 427 628I have not yet received my £250 refundable reservation fee from LookersI made a reservation on 5 October for Defender KJ23LYD at Lookers BatterseaLookers have since closed the Battersea branch so I am having to deal with Lookers West LondonI viewed the vehicle with sales person Raagavan on 8 October - told him I did not like it and asked him to return my depositI emailed Raagavan on 10 October reminding him to return my depositI received his email (below) on 15 October claiming he would deal with my deposit - nothing happenedI spoke with John David on 22 October saying he would deal with it - nothing happenedI spoke with Whitney on 23 October - she claimed the deposit return "had been processed" and would be sent to me within 2 days- nothing happenedOn 30 October = 22 days after I asked for my deposit to be returned - I spoke with Garfield Ramsey - he told me Rob Love would be back in the office the day after and would deal with this - nothing happenedI emailed Rob Love on 28 October - no reply from him as of today - 4 November-------- Forwarded Message --------Subject: Re: VERY UNHAPPY CUSTOMER - LAND ROVER DEFENDER Has Been ReservedDate: Tue, 4 Nov 2025 10:21:27 +0000From: Johan ZachauTo: roblove@lookers.co.ukCC: Johan ZachauRobYou have not had the courtesy to respond to my email dated 28 OctoberI have still not received my £250 REFUNDABLE deposit from LookersWhy do I have to make 5 phone calls and send you emails for Lookers to refund my money?You have held my money since 5 October!This is not the “customer service” I expected from - what I thought was- a reputable car dealershipPlease arrange to return my money without delayRegardsJohan

I drove off only to find that one of my tires was flat and warning light came on.a few days after the servicing

AnnPlease raise the complaint on your system. I am sure Mohamed and his manager will be able to give you the details.Kindest regards,WillWilliam Armitage+44 (0) 7768 314316Will Armitage, Business & Retail ConsultancyConsultant www.linkedin.com/in/warmitageChair of Trustees                              President                                          Honorary MemberThe GCA Trust - www.GCA.org.uk/GCA-Trust      The Horticultural Trades Association - www.HTA.org.uk       The Garden Centre Association - www.GCA.org.ukMy emails are checked regularly but not constantly, if you require an instant response please phone me.On Tue, 28 Oct 2025 at 14:07, Customer Feedbackwrote:Hi Mr ArmitageThanks for your mail below.As we are not connected directly with the dealership I have not seen your complaint.I was going to raise the compalint on the system for you as you have not heard anything from the branch.If you would like to raise your complaint on the system so that everyone would have visibility of it, the management would be able to respond directly.Let me know if you would like me to do that for you.RegardsFrom: William ArmitageSent: 28 October 2025 13:57To: Customer FeedbackSubject: Re: My Trustpilot reviewsExternal Sender: Confirm legitimacy before acting.Ann,This is hugely frustrating. I have complained to the dealership mentioned above, via Mohamed the salesman who has confirmed receipt of my email and has passed it on to the manager. If you could investigate this, find out why it has not been dealt with and get back to me, I would be happy to confirm the details.kindest regards,WillWilliam Armitage07768314316Sent from a mobile device, please excuse the grammar and brevity.My emails are checked regularly but not constantly, if you require an instant response please phone me.On Tue, 28 Oct 2025, 13:45 Customer Feedback,wrote:Good afternoonThank you for your email.  We are sorry to learn that you have experienced difficulties with a Lookers dealership.   Please could you confirm which Lookers dealership this refers to and a vehicle registration number so that we can ensure that it is referred to the relevant team for investigation. RegardsAnnFrom: William ArmitageSent: 28 October 2025 11:48To: Vehicle ComplaintsSubject: My Trustpilot reviewsExternal Sender: Confirm legitimacy before acting.Hi,I have now given 2 poor reviews on trustpilot in the hope that someone will contact me about my complaint, I have emailed the salesman and phoned 4 times.Please can you speak to Mohamed or his manager who I believe is now in receipt of my email at Lookers West London and get back to me.Kindest regards,Will

Dear Mo, and Lookers,It's been 4.5 months and we are still awaiting our £500 refund from June, for a deposit we placed on a vehicle that you've since sold.Please refund this immediately, or we will be taking further action.I look forward to hearing from you.Regards,Mandhir Sidhu

Still waiting to hear from you yellow management light still on

> Dear Customer Service Manager,>> I am writing to formally raise a complaint regarding a series of unsatisfactory experiences during a recent service visit to your dealership. The handling of my vehicle's service, as well as the treatment of both myself and my wife, has raised serious concerns about the level of professionalism and customer care provided by your team.>> 1. Courtesy Car Booking Mishandling> When my wife dropped off our vehicle, she was informed by the service advisor that no courtesy car was available. Despite our booking having been made over a month in advance specifically to secure a courtesy vehicle, the advisor did not appear to check the booking records properly and was dismissive in her response.> After receiving a call from my wife—who had to take a train to work due to the lack of transportation—I contacted the dealership. After waiting on hold for approximately 15 minutes, I spoke with Ms. Alison Willbourne. Initially, she claimed there was no courtesy car booked. When I insisted she check the records more thoroughly, she eventually acknowledged the booking and stated that my wife could return to collect a courtesy vehicle.> This response was entirely unacceptable. My wife should not have had to make a return journey due to staff oversight. It is the responsibility of the service advisor to ensure pre-arranged bookings are honoured accurately and professionally.>> 2. Inaccurate Information Regarding Vehicle Readiness At 13:14, Alison called my wife to state that the vehicle was ready for collection. However, your app showed that the car was still in the workshop at 13:23 and later being cleaned at 16:30. This discrepancy raises doubts as to whether the service was carried out properly or in a timely manner. Based on the timestamps recorded by your own app, it appears the vehicle was not serviced when initially claimed.>> 3. Dismissive Attitude and Lack of Transparency Following these issues, I contacted your reception and spoke with Mr. Fouzi Benlounes. During the call, he was present with Ms. Willbourne and appeared dismissive of my concerns. His tone came across as defensive rather than solution-oriented, which only exacerbated the situation. As a result of this interaction, I requested that the dealership deliver the vehicle to me rather than collect it in person.>> Furthermore, I did not receive the service report on time and had to follow up multiple times via phone and email. Only after several attempts was the report eventually sent. This is not acceptable and points to a lack of process compliance.>> 4. Tyre Replacement Miscommunication> When I requested that the tyres be replaced, Mr. Benlounes informed me that the request had been rejected by the leasing company (Nomura). I subsequently contacted Nomura directly and was told that no such request had been made by your dealership. They were helpful and agreed to liaise directly with your team to resolve the matter. I was also informed that there is an electronic system in place for such authorisations, which should have been utilised.>> Later that day, I received an email from Mr. Benlounes at 16:08 stating that tyre replacements must be pre-booked. If that was the case, it was misleading to suggest the leasing company had rejected the request initially, and it resulted in a considerable waste of time for both myself and the leasing company.>> Conclusion> The service experience as described above falls far short of the professional standards one should expect from an authorised dealership. The combination of poor communication, inaccurate information, and dismissive conduct from staff has caused significant inconvenience and frustration.