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

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

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

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

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

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

Some Ideas for your business:1) Invest in luxury/ better coffee machines/ tea bags - for guest waiting areas (they look really cheap! not really welcoming people wanting to stay to engage with your brand/ check other models)2) Change your flooring to make it more into luxury feel - looks very hospital like3) Invest in some wall arts for your lobbies / make it more premium4) Train your staff (overall)!!! from (a) how they dress/ come across (b) how to solution sale based on life-styles - not to make it too salezy but sell an experience (c) how they should all speak to customers- Be accurate and factual (no faff and no mis-selling)- Remember respecting time of the people who come there- Deliver right quality work (do your homework and pre-qual/ check before returning the cars)- Run call listening on CS team to ensure they dont mis-represent and how they can improve5) Get your curtesy car fleet numbers right!!! 3-6 months wait time?6) Wash the car before returning.7) Make your websites is easy for customer navigation and contact email address (it looks very 80ties that hasn't moved up with technology)8) Why hide management emails/ who key people in office are? share them and have a dedicated PR team to address issues (this would really help build up your business from common feedback themes/ builds trust (you could even make up names for chief customer officers - somewhere that people can engage with??)9) Get far better/ faster wifi in your lobby/ guest zones - ever thought of landing them to Landrover page and sharing them new models videos? drive PRs? or upsell surveys on products they dont have (using AI content rotation/ learning models)10) Random curtesy calls from Management to customers to check experience - goes along WAY!Highly suggest your management having a trial / visit to other luxury car brands and build on learnings/ experiences. - at the moment it feels Lookers is rather becoming "out-dated" and it needs "optimisations and a revitalisations"

My experience with Land Rover and Lookers has unfortunately fallen significantly below the expectations I had when purchasing from a premium luxury automotive brand.While the vehicle itself is overall a great car, the aftersales experience, communication, and handling of ongoing issues have been disappointing and stressful.Key concerns1. Poor communication and inconsistent informationThroughout the ownership journey, I received conflicting and inaccurate advice from different teams, particularly from customer service call centres. Examples included:Being advised not to use the vehicle due to airbag safety concerns and potential insurance implications, which later turned out to be inaccurate information.Being incorrectly informed by call centres that there were no customer waiting/work areas available at the branch, causing unnecessary disruption to my work commitments.Repeated inconsistencies around repair status, timelines, and appointment availability.This raises serious concerns around staff training, communication standards, and customer care processes.2. Ongoing reliability and quality concerns shortly after purchaseI purchased the vehicle in late 2025 from the Battersea branch and collection was delayed to allow pre-handover issues to be resolved, including dashboard warning concerns and cosmetic preparation.However, within a relatively short period after purchase, several issues arose, including:Airbag recall noticesPersistent battery fault warningsSoftware update/install issuesElectrical reliability concernsA loose side mirror that had not been disclosed during the sales processDespite the vehicle remaining with the branch for several days and assurances that all issues had been resolved, the battery fault warning reappeared again shortly afterwards — resulting in me becoming stranded roadside with an elderly disabled family member and needing roadside assistance.3. Poor ownership experience despite purchasing additional protection productsI purchased:Extended warranty coverAdditional service plansManufacturer-backed support productsThis was done in good faith to ensure peace of mind and reliability.It is therefore extremely disappointing to now face discussions around substantial repair costs (due to battery issue) only months into ownership, particularly where the issues appear to have existed or developed very shortly after purchase.4. Delays and lack of proactive customer careAppointments were significantly delayed due to parts shortages and scheduling limitations, resulting in months of uncertainty and inconvenience.Given that I have an important European road trip planned with family members travelling internationally to join us — including travelling with a disabled family member — reliability and confidence in the vehicle are critical.I would have expected greater urgency, ownership, empathy and proactive support from a premium brand in resolving these concerns.Overall feedbackMy concerns are less about a single fault and more about the overall customer experience:Poor communicationLack of consistencyWeak aftersales coordinationInsufficient quality assuranceLack of confidence in repairs being fully resolvedI believe premium brands should be judged not only by the quality of their vehicles, but by how they support customers when issues arise.At present, the experience has unfortunately not reflected the standards I would expect from Land Rover or Lookers.I hope the business reviews this matter seriously and works towards a fair and customer-focused resolution.Kind regards,Armik Rahnema

Ref: LE23RVJ – Land Rover Defender Estate 3.0 D300 75th AnniversaryI purchased this vehicle in July 2022 from Lookers Land Rover Battersea (now closed).Following a recent query regarding the absence of a Guaranteed Future Value (GFV) on my original agreement, I requested a copy of the agreement from Black Horse.Having reviewed the documentation provided, I have several concerns:• The original agreement I signed was for 37 months, whereas the agreement recently provided from Blackhorse shows 49 months• The version supplied appears typed rather than signed, and I do not recall receiving or agreeing to this document• The original agreement I signed did not clearly show a GFV, which prompted my enquiryI want to know what the next steps are and if any fraud has taken place.

Hi,We're following up on this issue.Our car is still showing the "service required. Exhaust filter full" message on the dashboard. It needs to be re-serviced asap.Please let us know when we can bring it in.Regards,NatalieSent from Outlook for Android________________________________________From: Crawford AndersonSent: Thursday, May 7, 2026 10:25:48 AMTo: AllanbabuCc: natalie_ann234@hotmail.com; FandIComplaints@lookers.co.ukSubject: RE: Inspection report for your vehicle- KL68 NVJHi,Our car was recently serviced by yourselves, however since the service a fault has appeared and the vehicle has started stuttering whilst being driven.The dashboard is displaying a message advising that the service filter requires cleaning. This has happened previously and, once the filter is cleared, the vehicle runs smoothly again and the fault disappears.I have tried calling several times but have been unable to get through. I also submitted an enquiry through your website but did not receive a response.Can you please arrange for the vehicle to be booked in as soon as possible and confirm that there will be no charge for this, as I would reasonably expect this issue to fall within the scope of the recent service carried out.I look forward to hearing from you- car registration is: KL68 NVJ (Landrover Discovery).Thanks,Crawford Anderson, MSc.C.Anderson and Sons LLPPlumbing and Heating Company25-27 Filmer RoadFulhamLondonSW6 7BPwww.andersonandsons.co.uk