the vehicle has not been with the cust for approx 4 months following a breakdown. Originally the vehicle went to a different dealership and it has now been transferred to yourselves. The cust is loosing business at present, and is not happy with the CC. Water pump and gas head has something wrong with it. The cust is very frustrated that this is taking so much time and would like some answers. Today cust received a call saying everything that is further problem with the gas head, Fouzi has been in contact with the customer. The cust is now wishing to return the vehicle and have a refund.

I was charged over GBP200 to check my engine warning light only to then be charged 3800 for a new DPF. This is adding insult to injury. I should not be charged to check a problem that is clearly inherent with this vehicle make and model

Dear Sir/Madam,I am writing to raise a formal and urgent complaint regarding the unacceptable service, negligence, and unprofessional conduct I have experienced at your dealership, Lookers Land Rover West London. This complaint concerns my Range Rover Velar (Registration VE17 FPF) and involves interactions primarily with Mr. Harrison Trocard and Mr. Jason Hoyte from your Parts and Services team.This entire experience has been deeply distressing, unprofessional, and wholly inconsistent with the level of care and service expected from a brand such as Land Rover. I insist that this matter be treated as a priority and escalated immediately to senior management for urgent investigation and resolution.Below is a detailed summary of the issues:1. Unprofessional Conduct and Service FailureThe overall handling of my case by your Parts and Services Department has been shockingly poor. The absence of professionalism, accountability, and even basic courtesy has been unacceptable throughout.2. Last-Minute Appointment CancellationMy initial repair appointment, booked almost two months in advance in April 2024, was cancelled one day before the scheduled date because the parts were not available. I was not offered an alternative appointment or any proactive follow-up.3. Excessive Delays and MismanagementI was later rebooked and informed that the parts were now ready, which turned out to be false. The entire process to obtain and install the necessary parts dragged on for over six months, showing a complete lack of organisation and care.4. Failure to Provide Courtesy CarDespite the repair costs exceeding £10,000, I was not offered a courtesy car until I repeatedly insisted over several phone calls. For a luxury brand such as Range Rover, this level of disregard for customers’ convenience is simply unacceptable.5. Unprofessional and Dismissive HandoverUpon collecting my car, I returned within five minutes to report visible issues, only to be told that “the team had left.” It was apparent that staff were still present but refused to come forward and speak to me. This behaviour is evasive, disrespectful, and not representative of a premium dealership.6. Unreported Damage, Lack of Evidence, and No Response to CommunicationsWhen I collected the car, I noticed damage that was not there when I dropped it off. I immediately asked for intake photos or inspection documentation to prove the damage existed beforehand — none could be provided. I followed up multiple times via email and phone. My last email, sent to Harrison and Sean on 6th September, has been completely ignored. Despite calling the dealership and being told someone would call me back, no one ever did. This level of neglect and lack of accountability is utterly unacceptable and has made this experience even more frustrating (i can send a video at some point as currently its size exceeds the limit in this email).7. Incomplete Work and Missing PanelsSeveral panels in the boot were not reinstalled. This was acknowledged in writing by a member of your team (Sean), yet despite multiple follow-ups, the issue remains unresolved (Photos attached).8. Negligent Vehicle ConditionMy vehicle was returned in a disgraceful state, with dirty tissues, workshop items, and tools left in the boot. My child’s car seat had been dismantled and not reinstalled. This shows complete carelessness and disregard for customer property (Photos attached).9. Low Quality of WorkmanshipThe car was returned in worse condition than when I handed it in. I have since had to pay another garage to reinstall panels that your team failed to fit correctly, which should never have been my responsibility (photos attached).10. Inflated External Repair QuoteYour service team referred me to FASTLANE PAINT & BODY LTD (Ascot), who quoted £10,900 for external works. I had the same work completed by another reputable garage for under £4,000 — a £7,000 discrepancy that raises serious concerns about the integrity of the partners your dealership recommends.11. Prolonged Failure to Source Basic PartsEven after more than a year, two panels remain missing from the rear of my vehicle. For a major Land Rover dealership in London, this level of incompetence is indefensible.This entire process has been unacceptable, exhausting, and financially burdensome, and it has caused me significant inconvenience and distress.________________________________________I therefore require the following immediate actions:1. A full internal investigation into this matter, including the conduct of the staff members involved.2. A formal written apology from your senior management acknowledging the repeated failures, negligence, and lack of response from your team.3. Reimbursement for all costs incurred as a direct result of your dealership’s failures — including:o The costs I incurred to go to another garage to complete the unfinished work and reinstall the missing panels;o The inconvenience and financial loss of being without a vehicle for an extended period;o The fact that another garage sourced and installed the missing panels within a short timeframe when Range Rover failed to do so for over a year.4. Refunds and compensation for the significant transportation expenses I incurred due to your failure to provide a courtesy car. During this entire period, I was forced to rely on public transport, Uber, black cabs, and private car hires, which cost me a considerable amount. For a repair of over £10,000, a courtesy vehicle should have been provided as standard.5. Immediate arrangements to source, replace, and correctly fit all missing panels at no cost to me.6. Appropriate financial compensation for the extended inconvenience, distress, and the ongoing lack of response from your service team.This matter is now beyond disappointing — it is a serious failure of customer service, professionalism, and aftercare from a brand that claims to represent luxury and reliability. I expect a formal written response within 7 working days confirming how this situation will be resolved in full.If no satisfactory response is received within that time frame, I will escalate this to Jaguar Land Rover UK Customer Relations, the Motor Ombudsman, and if necessary, seek legal advice to recover the losses and damages caused by your dealership’s negligence.

B. S. Landa45 Norbury GardensChadwell Heath RomfordRM6 5TR0794499488217/10/2025Customer Services Department Attention Shaquille NathanLookers Land RoverConcord Rd, London W3 0BFSubject: Formal Complaint Regarding Poor Customer Service and Vehicle Delivery ExperienceDear Sir/Madam,I am writing to raise a formal complaint regarding the extremely poor service and overall experience I have received from Lookers Land Rover, which has left me feeling deeply disappointed, disrespected, and entirely dissatisfied.Purchasing a Range Rover—even a used one—was a significant decision for me and my family. As a reputable dealership representing a luxury brand, I expected a professional and customer-focused experience. Instead, what I encountered from the very beginning was dismissive treatment, poor communication, and broken promises—culminating in an experience that has not only tainted the excitement of owning a prestigious vehicle but also damaged my trust in your dealership.Below, I have outlined the key areas of concern:________________________________________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.________________________________________2. 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.________________________________________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.________________________________________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.________________________________________5. 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 resolving.________________________________________6. 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.________________________________________Requested ResolutionI now formally request the following:1. A detailed response addressing each of the issues listed above.2. Immediate delivery of the promised Range Rover-branded cap and correct key box.3. Full assistance in resolving the VIN issue and activating the Land Rover Remote and related apps—without requiring me to travel again, given I’ve already visited your dealership twice (a 100-mile round trip each time).4. A formal explanation and internal investigation into why I was not informed of the prior breakdown/misfiring history of the vehicle.5. A gesture of goodwill or compensation that reflects the poor service, inconvenience, and breach of trust.________________________________________If this matter is not addressed to my satisfaction within the timeframe outlined in your formal complaints procedure, I will escalate this issue to Land Rover UK and the Motor Ombudsman.I trust you will treat this matter with the seriousness it deserves and look forward to your response within 14 days of the date of this letter.Yours sincerely,B. S. Landa

I am writing to raise a formal and urgent complaint regarding the unacceptable service, negligence, and unprofessional conduct I have experienced at your dealership, Lookers Land Rover West London. This complaint concerns my Range Rover Velar (Registration VE17 FPF) and involves interactions primarily with Mr. Harrison Trocard and Mr. Jason Hoyte from your Parts and Services team.This entire experience has been deeply distressing, unprofessional, and wholly inconsistent with the level of care and service expected from a brand such as Land Rover. I insist that this matter be treated as a priority and escalated immediately to senior management for urgent investigation and resolution.Below is a detailed summary of the issues:1. Unprofessional Conduct and Service FailureThe overall handling of my case by your Parts and Services Department has been shockingly poor. The absence of professionalism, accountability, and even basic courtesy has been unacceptable throughout.2. Last-Minute Appointment CancellationMy initial repair appointment, booked almost two months in advance in April 2024, was cancelled one day before the scheduled date because the parts were not available. I was not offered an alternative appointment or any proactive follow-up.3. Excessive Delays and MismanagementI was later rebooked and informed that the parts were now ready, which turned out to be false. The entire process to obtain and install the necessary parts dragged on for over six months, showing a complete lack of organisation and care.4. Failure to Provide Courtesy CarDespite the repair costs exceeding £10,000, I was not offered a courtesy car until I repeatedly insisted over several phone calls. For a luxury brand such as Range Rover, this level of disregard for customers’ convenience is simply unacceptable.5. Unprofessional and Dismissive HandoverUpon collecting my car, I returned within five minutes to report visible issues, only to be told that “the team had left.” It was apparent that staff were still present but refused to come forward and speak to me. This behaviour is evasive, disrespectful, and not representative of a premium dealership.6. Unreported Damage, Lack of Evidence, and No Response to CommunicationsWhen I collected the car, I noticed damage that was not there when I dropped it off. I immediately asked for intake photos or inspection documentation to prove the damage existed beforehand — none could be provided. I followed up multiple times via email and phone. My last email, sent to Harrison and Sean on 6th September, has been completely ignored. Despite calling the dealership and being told someone would call me back, no one ever did. This level of neglect and lack of accountability is utterly unacceptable and has made this experience even more frustrating (i can send a video at some point as currently its size exceeds the limit in this email).7. Incomplete Work and Missing PanelsSeveral panels in the boot were not reinstalled. This was acknowledged in writing by a member of your team (Sean), yet despite multiple follow-ups, the issue remains unresolved (Photos attached).8. Negligent Vehicle ConditionMy vehicle was returned in a disgraceful state, with dirty tissues, workshop items, and tools left in the boot. My child’s car seat had been dismantled and not reinstalled. This shows complete carelessness and disregard for customer property (Photos attached).9. Low Quality of WorkmanshipThe car was returned in worse condition than when I handed it in. I have since had to pay another garage to reinstall panels that your team failed to fit correctly, which should never have been my responsibility (photos attached).10. Inflated External Repair QuoteYour service team referred me to FASTLANE PAINT & BODY LTD (Ascot), who quoted £10,900 for external works. I had the same work completed by another reputable garage for under £4,000 — a £7,000 discrepancy that raises serious concerns about the integrity of the partners your dealership recommends.11. Prolonged Failure to Source Basic PartsEven after more than a year, two panels remain missing from the rear of my vehicle. For a major Land Rover dealership in London, this level of incompetence is indefensible.This entire process has been unacceptable, exhausting, and financially burdensome, and it has caused me significant inconvenience and distress.________________________________________I therefore require the following immediate actions:1. A full internal investigation into this matter, including the conduct of the staff members involved.2. A formal written apology from your senior management acknowledging the repeated failures, negligence, and lack of response from your team.3. Reimbursement for all costs incurred as a direct result of your dealership’s failures — including:o The costs I incurred to go to another garage to complete the unfinished work and reinstall the missing panels;o The inconvenience and financial loss of being without a vehicle for an extended period;o The fact that another garage sourced and installed the missing panels within a short timeframe when Range Rover failed to do so for over a year.4. Refunds and compensation for the significant transportation expenses I incurred due to your failure to provide a courtesy car. During this entire period, I was forced to rely on public transport, Uber, black cabs, and private car hires, which cost me a considerable amount. For a repair of over £10,000, a courtesy vehicle should have been provided as standard.5. Immediate arrangements to source, replace, and correctly fit all missing panels at no cost to me.6. Appropriate financial compensation for the extended inconvenience, distress, and the ongoing lack of response from your service team.This matter is now beyond disappointing — it is a serious failure of customer service, professionalism, and aftercare from a brand that claims to represent luxury and reliability. I expect a formal written response within 7 working days confirming how this situation will be resolved in full.If no satisfactory response is received within that time frame, I will escalate this to Jaguar Land Rover UK Customer Relations, the Motor Ombudsman, and if necessary, seek legal advice to recover the losses and damages caused by your dealership’s negligence.

Dear Sir or Madam,I am writing to raise a formal and urgent complaint regarding the unacceptable service, negligence, and unprofessional conduct I have experienced at one of your dealerships, Lookers Land Rover West London. This complaint concerns my Range Rover Velar (Registration VE17 FPF) and involves interactions primarily with Mr. Harrison Trocard and Mr. Jason Hoyte from the Parts and Services team.This entire experience has been deeply distressing, unprofessional, and wholly inconsistent with the level of care and service expected from a brand such as Land Rover. I insist that this matter be treated as a priority and escalated immediately to senior management for urgent investigation and resolution.Below is a detailed summary of the issues:Unprofessional Conduct and Service FailureThe overall handling of my case by your Parts and Services Department has been shockingly poor. The absence of professionalism, accountability, and even basic courtesy has been unacceptable throughout.Last-Minute Appointment CancellationMy initial repair appointment, booked almost two months in advance in April 2024, was cancelled one day before the scheduled date because the parts were not available. I was not offered an alternative appointment or any proactive follow-up.Excessive Delays and MismanagementI was later rebooked and informed that the parts were now ready, which turned out to be false. The entire process to obtain and install the necessary parts dragged on for over six months, showing a complete lack of organisation and care.Failure to Provide Courtesy CarDespite the repair costs exceeding £10,000, I was not offered a courtesy car until I repeatedly insisted over several phone calls. For a luxury brand such as Range Rover, this level of disregard for customers’ convenience is simply unacceptable.Unprofessional and Dismissive HandoverUpon collecting my car, I returned within five minutes to report visible issues, only to be told that “the team had left.” It was apparent that staff were still present but refused to come forward and speak to me. This behaviour is evasive, disrespectful, and not representative of a premium dealership.Unreported Damage, Lack of Evidence, and No Response to CommunicationsWhen I collected the car, I noticed damage that was not there when I dropped it off. I immediately asked for intake photos or inspection documentation to prove the damage existed beforehand — none could be provided. I followed up multiple times via email and phone. My last email, sent to Harrison and Sean on 6th September, has been completely ignored. Despite calling the dealership and being told someone would call me back, no one ever did. This level of neglect and lack of accountability is utterly unacceptable and has made this experience even more frustrating (I can send a video at some point as its size exceeds the limit in this email).Incomplete Work and Missing PanelsSeveral panels in the boot were not reinstalled. This was acknowledged in writing by a member of your team (Sean), yet despite multiple follow-ups, the issue remains unresolved (attached photos).Negligent Vehicle ConditionMy vehicle was returned in a disgraceful state, with dirty tissues, workshop items, and tools left in the boot. My child’s car seat had been dismantled and not reinstalled. This shows complete carelessness and disregard for customer property (photos attached).Low Quality of WorkmanshipThe car was returned in worse condition than when I handed it in. I have since had to pay another garage to reinstall panels that your team failed to fit correctly, which should never have been my responsibility (photos attached).Inflated External Repair QuoteYour service team referred me to FASTLANE PAINT & BODY LTD (Ascot), who quoted £10,900 for external works. I had the same work completed by another reputable garage for under £4,000 — a £7,000 discrepancy that raises serious concerns about the integrity of the partners your dealership recommends.Prolonged Failure to Source Basic PartsEven after more than a year, two panels remain missing from the rear of my vehicle. For a major Land Rover dealership in London, this level of incompetence is indefensible.This entire process has been unacceptable, exhausting, and financially burdensome, and it has caused me significant inconvenience and distress.I therefore require the following immediate actions:A full internal investigation into this matter, including the conduct of the staff members involved.A formal written apology from your senior management acknowledging the repeated failures, negligence, and lack of response from your team.Reimbursement for all costs incurred as a direct result of your dealership’s failures — including:The costs I incurred to go to another garage to complete the unfinished work and reinstall the missing panels;The inconvenience and financial loss of being without a vehicle for an extended period;The fact that another garage sourced and installed the missing panels within a short time frame when Range Rover failed to do so for over a year.Refunds and compensation for the significant transportation expenses I incurred due to your failure to provide a courtesy car. During this entire period, I was forced to rely on public transport, Uber, black cabs, and private car hires, which cost me a considerable amount. For a repair of over £10,000, a courtesy vehicle should have been provided as standard.Immediate arrangements to source, replace, and correctly fit all missing panels at no cost to me.Appropriate financial compensation for the extended inconvenience, distress, and the ongoing lack of response from your service team.This matter is now beyond disappointing — it is a serious failure of customer service, professionalism, and aftercare from a brand that claims to represent luxury and reliability. I expect a formal written response within 7 working days confirming how this situation will be resolved in full.If no satisfactory response is received within that time frame, I will escalate this to Jaguar Land Rover UK Customer Relations, the Motor Ombudsman, and if necessary, seek legal advice to recover the losses and damages caused by your dealership’s negligence.Yours sincerely, Mouloud Ameni07747602813Car Registration: VE17 FPF

I am writing to raise a formal complaint regarding the extremely poor service and overall experience I have received from Lookers Land Rover, which has left me feeling deeply disappointed, disrespected, and entirely dissatisfied.Purchasing a Range Rover—even a used one—was a significant decision for me and my family. As a reputable dealership representing a luxury brand, I expected a professional and customer-focused experience. Instead, what I encountered from the very beginning was dismissive treatment, poor communication, and broken promises—culminating in an experience that has not only tainted the excitement of owning a prestigious vehicle but also damaged my trust in your dealership.Below, I have outlined the key areas of concern:________________________________________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.________________________________________2. 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.________________________________________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.________________________________________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.________________________________________5. 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 resolving.________________________________________6. 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.________________________________________Requested ResolutionI now formally request the following:1. A detailed response addressing each of the issues listed above.2. Immediate delivery of the promised Range Rover-branded cap and correct key box.3. Full assistance in resolving the VIN issue and activating the Land Rover Remote and related apps—without requiring me to travel again, given I’ve already visited your dealership twice (a 100-mile round trip each time).4. A formal explanation and internal investigation into why I was not informed of the prior breakdown/misfiring history of the vehicle.5. A gesture of goodwill or compensation that reflects the poor service, inconvenience, and breach of trust.________________________________________If this matter is not addressed to my satisfaction within the timeframe outlined in your formal complaints procedure, I will escalate this issue to Land Rover UK and the Motor Ombudsman.

I hope this message finds you well. I am writing to formally raise a serious concern regarding the Land Rover Evoque (registration number RA21 GKO) which I purchased approximately two weeks ago from your former Lookers Battersea branch; now transitioned to your West London location.Upon collection on Thursday 25th September, I flagged to the sales representative that the Land Rover app was displaying an engine warning. I was reassured at the time that this was a harmless syncing issue (requiring 48 hr to 2 weeks to sync in). Despite following up on several occasions with the same sales rep, I was repeatedly told there were no concerns and to give the app time.However, given my upcoming family road trip to France, I contacted your West London service team for a second opinion. I was advised to speak with Land Rover Assist, who promptly dispatched a technician. Within minutes, the technician identified a fault linked to a known DPF (Diesel Particulate Filter) issue, which he confirmed should have been resolved prior to sale (see full report below).The report further confirmed a fault code P0401-00 – "Exhaust Gas Recirculation A Flow Insufficient Detected", with a likely EGR blockage. The technician explicitly advised us:• The vehicle should not have been sold in this condition.• The issue was known and constitutes grounds for a mis-sold vehicle.• In some cases, even after repair, such issues may have a long-term impact on fuel economy and vehicle resale value.• We need to get this fixed asap before it causes more long term issues.As you can imagine, this is extremely concerning as a customer. I purchased the vehicle in good faith, really enjoy the car and also had +ve sale experience; whereby I paid a significant amount in cash, and also committed to a multi-year service, warranty plan and associated costs (you can see all these in car sale docs). The sale of a vehicle with a pre-existing fault — one which was denied and not disclosed — directly contravenes the Consumer Rights Act 2015, which states that goods must be of satisfactory quality, fit for purpose and as described (This also goes against ethos, brand identity and values of any ethical business including a big brand such as JL group and Lookers).I am therefore requesting the following:1. Compensation for the disruption and distress this has caused, including lost time, financial inconvenience, and the direct impact on upcoming travel plans. I am happy to provide evidence of the planned bookings and associated costs and need solutions on how I can go about my road trip holiday now as I need a car!2. Either:o A replacement vehicle of equal/ similar spec, at no additional cost (my preferred option as I should not carry the burden of Looker's mis-representation/ miss-selling);o Or If the issue can be fully and verifiably resolved, written confirmation that:The repair will not impact fuel economy or long-term resale value at all whatsover (whether I sell the car with you or any other parties), No annotation of defect/fix will appear in service history or car system reports that may reduce market value, You are prepared to offer a written valuation guarantee should I choose to resell the vehicle directly to Lookers in future3. If a repair is agreed, I expect:o A courtesy vehicle of equal or better specification,o Collection and return of the vehicle at your cost,o No financial loss or inconvenience to me throughout the process.This experience has not only undermined my trust in the Land Rover brand, but also placed me in a position of unnecessary stress, uncertainty, and potential financial loss - given my pre-planned holidays coming up.I kindly ask that you respond in writing within NEXT DAY from receipt of this email to confirm the proposed next steps (as I have up coming holidays within days and need to prepare for alternative travel plans now).

Date: 11-10-2025To,The ManagerWest London Land RoverConcord RoadLondonW3 0BFDear Adrijus / Lookers Land Rover West London,I am writing regarding my Range Rover AY68 YNR (Private Reg: AK11 ELK), purchased from you on 31/05/2025.I reported the vehicle’s issues to you within the first 30 days of purchase, in line with my rights under the Consumer Rights Act 2015. You have already had one attempt to repair the vehicle. The vehicle was collected from me on 2 July 2025 and a courtesy car was provided. You returned my vehicle to me on 16 July 2025 after replacing the cool box/fridge, but unfortunately, the electrical and infotainment system issue remained unresolved.The infotainment system in this vehicle is not a minor feature - it plays a key role in controlling the vehicle’s suspension/ride height, climate control, auto start/stop system, heating and cooling, and several other vital functions. The fault therefore renders the vehicle’s core systems unreliable and not of satisfactory quality.This is now your second attempt to repair the same issue. The vehicle has again been collected from my address, and you have provided a second courtesy car, for which I am thankful. However, I have now been advised that your technicians intend to remove the Ghost immobiliser system from the vehicle permanently, claiming it is the cause of the fault, and that it will not be refitted after repairs.I must make it clear that I do not agree to this. The Ghost immobiliser system was already fitted at the time of sale, forming part of the vehicle’s specification and description as supplied by your dealership. Returning the car to me without this system would mean the vehicle is not as described, and therefore not in conformity with the contract, contrary to Sections 9, 10, and 11 of the Consumer Rights Act 2015.Under the CRA 2015, goods must be of satisfactory quality, fit for purpose, and as described. Since you have already had a reasonable opportunity to repair the vehicle, and it still does not conform to the contract, I am entitled under Sections 23 and 24 to exercise my final right to reject the vehicle.Accordingly, I request that you either:1.Repair the vehicle and refit the Ghost immobiliser system so that it is returned to me in the same condition and specification as it was supplied at the time of purchase; or2.Confirm in writing that you cannot do so, in which case I will consider exercising my final right to reject the vehicle under the Consumer Rights Act 2015.Please confirm your position in writing within 7 days of this letter so that I can decide how to proceed.Kind regards,Aqeel Kiyani07833 430 764Range Rover AY68 YNR / Private Reg: AK11 ELKOn 17 Jun 2025, at 15:06, Aqeelwrote:Hi Adrijus -Please see below my bank details and also a check engine warning which came on today.Acc: 20291721S/C: 09-01-27Name: M A KiyaniAmount: £1000.00Santander.Please see attached picture and advise.Many ThanksAqeel07833 430 764On 17 Jun 2025, at 13:07, Adrijus Stulgyswrote:Good afternoon,Please provide your bank name, sort code and account number for the refund.When’s a convenient time for me to call so we can go through the InControl?Kind regards,Adrijus Stulgys Sales ExecutiveWest London Jaguar LandRoverT: 020 8938 1300E: AdrijusStulgys@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Concord Road, West London | 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: AqeelSent: 16 June 2025 20:30To: Adrijus StulgysSubject: Re: Range Rover Vogue EnquiryHi -Many thanks for taking vehicle off my name . I have received email confirmation from dvla.Can you also please refund the holding deposit of £1000.Could you please also let me know about In control app - i want to have my car connected through the app. Can u please assist with this.Many ThanksAqeel07833 430 764On 13 Jun 2025, at 17:58, Aqeelwrote:Hi -Full V5 has been posted today via recorded delivery.Kindly take it off my name once u receive it so my road tax can be stopped.Also, kindly refund the holding deposit of £1000.Please see attached.Many ThanksAqeel07833 430 764On 6 Jun 2025, at 16:15, Adrijus Stulgyswrote:Good afternoon,Thanks for the update.Our address is Lookers Land Rover West London, Concord Road, W3 0BF.Kind regards,Adrijus Stulgys Sales ExecutiveWest London Jaguar LandRoverT: 020 8938 1300E: AdrijusStulgys@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Concord Road, West London | 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: AqeelSent: 05 June 2025 17:51To: Adrijus StulgysSubject: Re: Range Rover Vogue EnquiryHi -Please see attached.I have received both V5c’s.Can u confirm the postal address and I will post it to you tomorrow.Also I will contact Milton Keynes Land Rover to book me in to check the cooler.Many ThanksAqeel07833 430 764On 4 Jun 2025, at 11:36, Adrijus Stulgyswrote:Good morning,Sorry to hear that the cool box isn’t working as it should, but yes you can book the vehicle to Land Rover in Milton Keynes.Please let me know when I can call to go through the InControl quickly.Kind regards,Adrijus Stulgys Sales ExecutiveWest London Jaguar LandRoverT: 020 8938 1300E: AdrijusStulgys@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Concord Road, West London | 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: AqeelSent: 04 June 2025 00:14To: Adrijus StulgysSubject: Re: Range Rover Vogue EnquiryHi Adrijus -I hope you are keeping well.Many thanks for assisting me throughout in the purchase of vogue.Car drives lovely, its just one issue which is bothering me.I have driven around 200 miles until now and have left cooler on while running but it seems fan works but it does not cool the cool box. Please let me know If I can take this to land rover in milton keynes to look into this or do I need to bring it back to ur place.Also you mentioned on saturday that you will come back to me on Monday regarding IN Control app functions.Can you also advise how do I connect my vehicle with app to use the required functions.Looking forward to hearing from you.Date: 11-10-2025To,The ManagerWest London Land RoverConcord RoadLondonW3 0BFDear Adrijus / Lookers Land Rover West London,I am writing regarding my Range Rover AY68 YNR (Private Reg: AK11 ELK), purchased from you on 31/05/2025.I reported the vehicle’s issues to you within the first 30 days of purchase, in line with my rights under the Consumer Rights Act 2015. You have already had one attempt to repair the vehicle. The vehicle was collected from me on 2 July 2025 and a courtesy car was provided. You returned my vehicle to me on 16 July 2025 after replacing the cool box/fridge, but unfortunately, the electrical and infotainment system issue remained unresolved.The infotainment system in this vehicle is not a minor feature - it plays a key role in controlling the vehicle’s suspension/ride height, climate control, auto start/stop system, heating and cooling, and several other vital functions. The fault therefore renders the vehicle’s core systems unreliable and not of satisfactory quality.This is now your second attempt to repair the same issue. The vehicle has again been collected from my address, and you have provided a second courtesy car, for which I am thankful. However, I have now been advised that your technicians intend to remove the Ghost immobiliser system from the vehicle permanently, claiming it is the cause of the fault, and that it will not be refitted after repairs.I must make it clear that I do not agree to this. The Ghost immobiliser system was already fitted at the time of sale, forming part of the vehicle’s specification and description as supplied by your dealership. Returning the car to me without this system would mean the vehicle is not as described, and therefore not in conformity with the contract, contrary to Sections 9, 10, and 11 of the Consumer Rights Act 2015.Under the CRA 2015, goods must be of satisfactory quality, fit for purpose, and as described. Since you have already had a reasonable opportunity to repair the vehicle, and it still does not conform to the contract, I am entitled under Sections 23 and 24 to exercise my final right to reject the vehicle.Accordingly, I request that you either:1.Repair the vehicle and refit the Ghost immobiliser system so that it is returned to me in the same condition and specification as it was supplied at the time of purchase; or2.Confirm in writing that you cannot do so, in which case I will consider exercising my final right to reject the vehicle under the Consumer Rights Act 2015.Please confirm your position in writing within 7 days of this letter so that I can decide how to proceed.Kind regards,Aqeel Kiyani07833 430 764Range Rover AY68 YNR / Private Reg: AK11 ELKOn 17 Jun 2025, at 15:06, Aqeelwrote:Hi Adrijus -Please see below my bank details and also a check engine warning which came on today.Acc: 20291721S/C: 09-01-27Name: M A KiyaniAmount: £1000.00Santander.Please see attached picture and advise.Many ThanksAqeel07833 430 764On 17 Jun 2025, at 13:07, Adrijus Stulgyswrote:Good afternoon,Please provide your bank name, sort code and account number for the refund.When’s a convenient time for me to call so we can go through the InControl?Kind regards,Adrijus Stulgys Sales ExecutiveWest London Jaguar LandRoverT: 020 8938 1300E: AdrijusStulgys@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Concord Road, West London | 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: AqeelSent: 16 June 2025 20:30To: Adrijus StulgysSubject: Re: Range Rover Vogue EnquiryHi -Many thanks for taking vehicle off my name . I have received email confirmation from dvla.Can you also please refund the holding deposit of £1000.Could you please also let me know about In control app - i want to have my car connected through the app. Can u please assist with this.Many ThanksAqeel07833 430 764On 13 Jun 2025, at 17:58, Aqeelwrote:Hi -Full V5 has been posted today via recorded delivery.Kindly take it off my name once u receive it so my road tax can be stopped.Also, kindly refund the holding deposit of £1000.Please see attached.Many ThanksAqeel07833 430 764On 6 Jun 2025, at 16:15, Adrijus Stulgyswrote:Good afternoon,Thanks for the update.Our address is Lookers Land Rover West London, Concord Road, W3 0BF.Kind regards,Adrijus Stulgys Sales ExecutiveWest London Jaguar LandRoverT: 020 8938 1300E: AdrijusStulgys@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Concord Road, West London | 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: AqeelSent: 05 June 2025 17:51To: Adrijus StulgysSubject: Re: Range Rover Vogue EnquiryHi -Please see attached.I have received both V5c’s.Can u confirm the postal address and I will post it to you tomorrow.Also I will contact Milton Keynes Land Rover to book me in to check the cooler.Many ThanksAqeel07833 430 764On 4 Jun 2025, at 11:36, Adrijus Stulgyswrote:Good morning,Sorry to hear that the cool box isn’t working as it should, but yes you can book the vehicle to Land Rover in Milton Keynes.Please let me know when I can call to go through the InControl quickly.Kind regards,Adrijus Stulgys Sales ExecutiveWest London Jaguar LandRoverT: 020 8938 1300E: AdrijusStulgys@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Concord Road, West London | 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: AqeelSent: 04 June 2025 00:14To: Adrijus StulgysSubject: Re: Range Rover Vogue EnquiryHi Adrijus -I hope you are keeping well.Many thanks for assisting me throughout in the purchase of vogue.Car drives lovely, its just one issue which is bothering me.I have driven around 200 miles until now and have left cooler on while running but it seems fan works but it does not cool the cool box. Please let me know If I can take this to land rover in milton keynes to look into this or do I need to bring it back to ur place.Also you mentioned on saturday that you will come back to me on Monday regarding IN Control app functions.Can you also advise how do I connect my vehicle with app to use the required functions.Looking forward to hearing from you.RegardsAqeel Kiyani07833 430 764

I would like to let you know that I am completely disappointed with all the faults in the vehicle.Since I acquired the vehicle in December 2023 all I had were mechanical issues.The main problem was the steering. Another issue was the constant “choking” of the vehicle. The coolant mixed with oil, plenty of lights on the dashboard and many more problems.The vehicle was with you for repairs in such a short period of time for 3-4 times, every time being kept for very long.The last time I collected the vehicle from you it started to smoke and have a smell of burn inside.I am highly concerned about the safety of myself and my 2 children in the vehicle.I cannot put my life and my children’s lives at risk.I am officially asking you to replace the vehicle as a matter of urgency. It must be with the same options, not a downgrade.I am looking forward to your response.