cust had the vehicle booked in for today a month ago the appointment was. Today the cust looked at how to get there and the location had changed, she normally used Battersea but she didnt know that. Cust then had to cancel the appointment. After the customers meeting she called and spoke to Fouzi and advised a C&D, they looked up the address but wasnt able to offer and she would have to have a CC the end of March would be the first appointment. Couldnt get any better, spoke to manager and she could not get through and they will get back to you. No one has called so the cust called back spke with bookings office and they called through and cust has been advised that this is not possible.

External Sender: Confirm legitimacy before acting.Greetings,A week on and no one has had the professional courtesy to get back to me about these huge lapses in customer care, fixing the damage done to my Defender and the mis-sold service plan.I urgently need the service to be finished as was promised to me when I purchased my second service plan from yourselves.Regards,EdmondEdmond Terakopian07973 541 866www.terakopian.comwww.teravision.euSent from my iPhoneOn 17 Jan 2026, at 16:01, Edmond Terakopianwrote:Dear Fouzie,After having waited around six weeks for your response, I am disappointed not just by its content, but also the fact that you have ignored all but one of the issues, that I have had to suffer due to the lack of care of your staff. I would ask you to read my original email (below) thoroughly and respond fully to the points raised.On the subject of the damaged felt lining of the rear windows (both sides), I realised that in my original email, which was extremely upsetting to write, I left out one aspect. The first time that the felt on the driver’s side was damaged, it had been ripped out, stretched and was left hanging off. When I reported this to Wayne, he asked the chap who books the cars in to go and take a picture to how him. I accompanied the chap outside. When he saw the damage, he quickly pushed the felt back and in, to hide the damage and then photographed it, covering up the damage, rather than showing any care for the customer. I didn’t say a thing and waited until we were back inside and with Wayne. When I confronted him about this, he point blank lied and said such a thing hadn’t been done. When I then insisted that the CCTV footage from the front of the car park was looked at, Wayne and this chap suddenly looked down and wouldn’t get the video, which of course would have 100% confirmed what I had said. Please read my entire email as there are wider issues. I am still waiting for the two back window felts to be replaced after being damaged by your staff.On to the service plan. I have bought two service plans from Lookers West London. The first, went without a hitch. I would get called weeks ahead of the service and the car would be booked in, with the full service being carries out. This was roughly the 2015-2020 period, back when customer service was a thing. Once the first one finished, I bought the second service plan from Lookers again.For the last service, no one bothered to call me to book it in. For nine years, I had received calls to book the car in. Suspiciously, on this one, no one called. I realised a few months later that I needed the service and made the call myself. No one mentioned that I would be asked to pay extra for this service when I booked the car in, naturally mentioning that I had a service plan. The night before, when Allan called to confirm I would be coming in the next day, he also made no mention that I would be asked to pay extra. The service was booked and I could wait whilst it was being done.Why would I pay handsomely for a service plan, which doesn’t include full servicing? I have taken out a service plan, not a partial service plan. I was not told when I bought my second service plan that it would be a partial plan. I would like you to show me, if you think I have agreed to such a ludicrous thing? I paid for a service plan and I would like my last service on the plan to be done, fully. As I have paid for it, fully.When I was discussing this with Alison, whilst there on my last visit, she said that anyway we can’t do this now as we have to order some parts in.So no one had prepared for my service and once there, then tried this on, telling me I had to pay around £1200 on top of what I had paid for the full service plan.I bought a service plan, which covers servicing. Otherwise, such a plan has been purposefully mis-sold by Lookers and perhaps needs to be checked out by Trading Standards and the Ombudsman? My money was taken for a service, which you are now trying to charge for. Even at a discount, I’m sure you will agree that this is not in any way acceptable.We have bought two fully loaded vehicles from Lookers and had them fully serviced for 10 years, exclusively with you. Including MOTs. My last MOT was with one of your competitors though as you couldn’t fit me in, in time. I have to say, the competitor provided a service so great, that I had a meeting with the manager to compliment everyone I had dealt with. It rekindled my passion for Land Rover, which Lookers over the last few years have seemed to have tried their best to demolish.I will also be raising this with Land Rover themselves, unless the remainder of the service is done in full and the rear window felts are fitted. I have waited patiently enough.Regards,Edmond

The rear lamp on my Range Rover Evoque (registration LO22 OUA) was replaced last year. The repair was initially booked on the understanding that it would be covered under the extended warranty in place at the time. However, upon completion of the work, I was informed that the repair was not covered and I was required to pay for it.I have since reviewed the documentation for the extended warranty, which indicates that items such as light replacements should be covered. Could you please check this for me and advise whether I may be eligible for reimbursement?I would appreciate your assistance and look forward to hearing from you.Kind regards

I am writing to you as a loyal, long-standing customer of Lookers Land Rover to seek your immediate assistance regarding a serious safety issue with my vehicle, a Black Range Rover Sport (LF68NTD) with only 22,000 miles.I am 70 years old and live with a Parkinson’s diagnosis. As a disabled driver with significant mobility challenges, my vehicle is not a luxury; it is my primary lifeline. I use it daily for essential short trips, and without it, I am effectively stranded.The Critical IssuesCurrently, the vehicle is displaying a Diesel Exhaust Fluid (DEF) warning. More alarmingly, the car "jumps" significantly upon acceleration.Given these mechanical symptoms, I am deeply concerned that the vehicle is currently unsafe to drive.Failure of Service & Warranty ObligationsI spoke with Nathan in your service department, who offered a first available date of March 18th for a courtesy car. This is entirely unacceptable for the following reasons:• Extended Warranty Rights: I hold an upgraded Range Rover Extended Warranty. This policy specifically guarantees an upgraded, like-for-like courtesy vehicle.• Customer History: I purchased this car new from Lookers and have maintained a perfect service history with Lookers.• Safety Implication: Expecting a vulnerable, disabled customer to drive an unpredictable, "jumping" vehicle for another two months is a significant safety oversight.Nathan unfortunately refused to acknowledge the specific terms of my extended warranty, repeatedly dismissing the requirement for an upgraded replacement vehicle.Required ActionTo resolve this matter and maintain my long-standing relationship with Lookers, I require the following:1. An emergency service appointment within January.2. Provision of an upgraded, like-for-like courtesy car (as guaranteed by my warranty) to ensure my mobility is not compromised while my car is being repaired.I have copied the CEO and the Vehicle Complaints department to ensure this matter is tracked, as the current delay poses a risk to my safety and basic independence.I look forward to your prompt call to confirm a date this month.

Good morning,I unfortunately write to raise a formal complaint regarding a complimentary first service that was promised to me at the point of purchase of my Land Rover Defender from Lookers Land Rover West London.At the time of sale, the New Car Sales Manager, Farhad Darani Fazeli, expressly offered a complimentary first service as part of the agreement. This assurance was a material factor in my decision to proceed with the purchase. I was also advised that written confirmation of this arrangement would be sent to me, which I have not received.I have since attempted to contact Farhad, but I have now received an automated delivery failure message indicating that he is no longer employed by Land Rover. I have also attempted to obtain clarification via another member of staff, without success.My vehicle is now due its first service imminently and I am therefore concerned that the agreement made at the point of sale is not being honoured. To be clear, this is not a matter relating to an individual salesperson, but a commitment made on behalf of Lookers Land Rover West London. Verbal representations made during the sales process form part of the contract, and it is reasonable for me to expect the dealership to honour what was agreed in good faith.I would like this matter resolved promptly. I am kindly requesting either:Written confirmation that the complimentary first service will be honoured; orImmediate authorisation for the first service to be carried out at no cost.Please treat this as a formal complaint. If I do not receive a satisfactory response within a reasonable timeframe, I may have no option but to escalate the matter further which I would ideally like to avoid.Thanks and I look forward to your prompt response.Yours faithfullyAdam

Almost every week there is a new issue. You have let me down significantly, and this matter now requires you to take responsibility. I have a litigation solicitor on standby and am prepared to escalate this to your regulatory body, as well as share my ordeal on social media and X.At the point of purchase, I clearly informed Jawad that having the V5C registered in my personal name was a condition of the sale, as I require this in order to apply for a parking permit. He confirmed that this would not be a problem. However, 3 weeks after collecting the vehicle, I received the V5C registered under the company name, which is the complete opposite of what was agreed. Since then, I have spent a considerable amount of time corresponding with the DVLA to rectify an error that was not of my making.The DVLA advised that I submit a letter confirming a mistake had been made and that a similar letter would be required from the dealership. I spoke with Jawad in early December, and he confirmed that such a letter had been sent by you. Despite this, 6 weeks have now passed, I am still unable to obtain a parking permit, and yesterday I received the attached DVLA letter, which contradicts the guidance provided to me earlier in December. I contacted the DVLA again today and was told that on 18th Dec, they wrote to you requesting supporting documentation, including the RAV and Keeper Input Form. It appears that this request has been ignored.If I am to make an assumption, this may be because the finance agreement is under the company name and you are therefore unable to provide the requested documents. Please confirm urgently if this assumption is incorrect and whether you are able to supply the DVLA with the documentation required to amend the V5C into my personal name and address my objective that was shared & agreed with you prior to purchase.It now appears that either, Jawad knowingly misrepresented the position in order to secure the sale or he was unaware that a V5C can’t be registered in my personal name where finance is linked to the purchasing company and failed to tell me that! As a direct result of this serious error, I may be forced to accept registration as a 2nd keeper in order to apply for parking, a position I explicitly sought to avoid. This is further complicated by the fact that the vehicle insurance is registered in my personal name, as confirmed to you previously by phone.This situation is entirely unsatisfactory. Either this issue is resolved promptly by your dealership, or I expect to be adequately compensated. If you do not wish to take ownership of this latest failure, then this matter must be formally added to my existing complaint to JLR, or a new complaint logged immediately.

Dear Fouzie,After having waited around six weeks for your response, I am disappointed not just by its content, but also the fact that you have ignored all but one of the issues, that I have had to suffer due to the lack of care of your staff. I would ask you to read my original email (below) thoroughly and respond fully to the points raised.On the subject of the damaged felt lining of the rear windows (both sides), I realised that in my original email, which was extremely upsetting to write, I left out one aspect. The first time that the felt on the driver’s side was damaged, it had been ripped out, stretched and was left hanging off. When I reported this to Wayne, he asked the chap who books the cars in to go and take a picture to how him. I accompanied the chap outside. When he saw the damage, he quickly pushed the felt back and in, to hide the damage and then photographed it, covering up the damage, rather than showing any care for the customer. I didn’t say a thing and waited until we were back inside and with Wayne. When I confronted him about this, he point blank lied and said such a thing hadn’t been done. When I then insisted that the CCTV footage from the front of the car park was looked at, Wayne and this chap suddenly looked down and wouldn’t get the video, which of course would have 100% confirmed what I had said. Please read my entire email as there are wider issues. I am still waiting for the two back window felts to be replaced after being damaged by your staff.On to the service plan. I have bought two service plans from Lookers West London. The first, went without a hitch. I would get called weeks ahead of the service and the car would be booked in, with the full service being carries out. This was roughly the 2015-2020 period, back when customer service was a thing. Once the first one finished, I bought the second service plan from Lookers again.For the last service, no one bothered to call me to book it in. For nine years, I had received calls to book the car in. Suspiciously, on this one, no one called. I realised a few months later that I needed the service and made the call myself. No one mentioned that I would be asked to pay extra for this service when I booked the car in, naturally mentioning that I had a service plan. The night before, when Allan called to confirm I would be coming in the next day, he also made no mention that I would be asked to pay extra. The service was booked and I could wait whilst it was being done.Why would I pay handsomely for a service plan, which doesn’t include full servicing? I have taken out a service plan, not a partial service plan. I was not told when I bought my second service plan that it would be a partial plan. I would like you to show me, if you think I have agreed to such a ludicrous thing? I paid for a service plan and I would like my last service on the plan to be done, fully. As I have paid for it, fully.When I was discussing this with Alison, whilst there on my last visit, she said that anyway we can’t do this now as we have to order some parts in.So no one had prepared for my service and once there, then tried this on, telling me I had to pay around £1200 on top of what I had paid for the full service plan.I bought a service plan, which covers servicing. Otherwise, such a plan has been purposefully mis-sold by Lookers and perhaps needs to be checked out by Trading Standards and the Ombudsman? My money was taken for a service, which you are now trying to charge for. Even at a discount, I’m sure you will agree that this is not in any way acceptable.We have bought two fully loaded vehicles from Lookers and had them fully serviced for 10 years, exclusively with you. Including MOTs. My last MOT was with one of your competitors though as you couldn’t fit me in, in time. I have to say, the competitor provided a service so great, that I had a meeting with the manager to compliment everyone I had dealt with. It rekindled my passion for Land Rover, which Lookers over the last few years have seemed to have tried their best to demolish.I will also be raising this with Land Rover themselves, unless the remainder of the service is done in full and the rear window felts are fitted. I have waited patiently enough.Regards,EdmondEdmond Terakopianhttp://terakopian.com/ WEBhttps://www.instagram.com/terakopian/ INSTAGRAM @terakopianhttps://photothisandthat.co.uk/ BLOGSent from my iPad ProOn 31 Dec 2025, at 14:52, Fouzi Benlouneswrote:Dear Edmond,Thank you for your email and our apologies for the delay.I understand your concern that you have purchased the service plan and expecting the service to be carried out without any extra payment, the service plan you purchased only covers only basic service (oil and filters) which we performed on your vehicle, the service that your vehicle requires and following the manufacturing instruction/Schedule is Service Interval Schedules 120,000Mls/200,000KM/120 Months, it includes two very important elements on the service which are the V belt replacement, Diff Oil change. This would not be covered under the service plan you purchased.For the inconvenience caused, we are offering the below:Your service originally cost £1886. We are wiling to reduce it to £1245, after deducting the payment of the recent service, which is £476.30, it will leave us with £768.7.For us to complete the service following the manufacturer a payment of £768.70 is required from yourselves.Please let me know if you are happy with the resolution to order the parts and book your vehicle in our retailer.Many thxFouzi Benlounes Customer Service ManagerLookers Jaguar Land Rover West LondonT: 020 8938 1300E: FouziBenlounes@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: Edmond TerakopianSent: 12 November 2025 16:11To: Fouzi Benlounes; servicemanager@landrover-westlondon.co.ukSubject: Serious ComplaintExternal Sender: Confirm legitimacy before acting.Dear Sirs,Alas I have had enough and have been forced to make my complaints. Non of what I list is acceptable and I have been completely not only been put off the branch, but also the Land Rover as a brand.I will list my complaints, with the most recent issue first.I booked my Defender 90XS (KF15 YDY) for its annual service on October 7th at Lookers Land Rover West London in Park Royal. I bought the car from here and all servicing and MOTs have been done at this branch. I was sold a servicing plan and this was the last service included in the plan, which I was going to renew, already having enquired about the costs.I phoned the service department and booked the car in, mentioned its on a service plan. I was told that’s fine and it’s the last service included. Someone else phoned me the day beforehand to check I was coming in the next day for the service. All good. Until I turned up and was told that the service plan wouldn’t cover the service in full and that I had to pay a further £1133.54 for the full service. I was sold this service plan, as a service plan. Not a partial plan. I’ve had two service plans if I recall correctly over the ten years of ownership and not had an issue. I was then told that Lookers no longer sell that particular plan as it’s not inclusive of all the servicing necessities!This is all ridiculous and abysmal. Absolutely unacceptable. I was never told I would need to buy the service plan and pay for servicing!I have paid for a service plan and demand that the estimate list I was given with the £1133.54 is done and covered by the service plan which I paid for. I await to hear from the service department to book the car in ASAP, to have the service finished in full.During the call the night before this partial service, I inquired if I could perhaps hang around and collect the car once done. I was told as long as I arrive earlier, that could be done and I would be away in 2-3 hours. I in fact turned up earlier, was told told that would be ok. I had made delivery arrangements that afternoon for work related stuff. The service in fact took much longer. Thankfully UPS was running late, so I patiently waited longer. It got to a point that I simply had to leave to meet the courier and the staff member rushed and got my car. Unwashed and without valeting. I told him I could pop back in a couple of days and have it cleaned. He promised to get back to me to arrange this. He didn’t and I’m still waiting, over a month later. I trust the car will be cleaned when it’s serviced fully as mentioned above?I have had two occasions, on visits for servicing and MOTs, where during the washing of the car, the felt surrounds for the rear sliding windows have been damaged and on one occasion, ripped out completely! I complained of course and was accused of bringing the car in that way! I found the side view on the video Lookers provides during servicing and showed the service agent. I was told that a replacement would be ordered and fitted. On the second visit when the felt was torn off, again I complained and was told it would be sorted. I chased this up in person and was told that both felt trims were ordered to be fitted. Nothing has happened about this and again, I must demand this is done with haste.To continue painting a picture of unacceptable service, I collected my car after an MOT, in January 2023. A day or two later, I was on the M25 when heavy rain started, and when I came to use my windscreen washer fluid and there was nothing. A weak stream which wasn’t reaching the windscreen. I persevered to look through the muddy windscreen and thankfully made it off the motorway and used bottled water to clean the windscreen. I had to pull over multiple times to do this. I discovered the windscreen washer jet twin nozzle attachment was completely missing! Needless to say the next day I drove to Lookers Land Rover again to complain that this had been broken off (I guessed during washing). I was accused of bringing the car in like that! Astonishing. When I inquired if a car without windscreen washer jets would pass an MOT, I was finally believed. The other service agent however said she was sure that mine had been stolen by another customer with a Defender which had been there. The part was ordered and I was told it would take many months. Thankfully I found a brand new official part on eBay and it was fitted.A branch which had exceptional customer service, has somehow been turned into a place I dread coming to. Both as my car seems to recently almost always leave with damage and customer service which has evaporated. Truly a shame.My sister also bought a car from this branch and had all the servicing done. On a visit a few months ago to buy a new car, the experience was so exceptionally abysmal, she too has been put off the brand and since bought from a competitor.I look forward to your reply. I must demand that the service is completed (apparently fluids and parts need to be ordered in especially I was told, so kindly arrange this) ASAP and my rear sliding window felt is also replaced. If the internal system is going to take months, may I suggest someone buys the official felt strips on eBay or from another retailer, using petty cash?Regards,Edmond

I’m writing to formally raise a complaint regarding the ongoing lack of response and failure to resolve an issue I’ve been chasing for several months.When I collected my vehicle from Lookers Jaguar Land Rover West London, it was agreed with your sales representative, Mo, that I could refurbish two damaged wheels and send the invoice for reimbursement. This was after it became clear that the condition of the wheels did not match what had been described prior to collection. Mo acknowledged this at the time and assured me this would be covered.Despite multiple follow-up emails and having now had the wheels refurbished at my own expense, I have yet to receive a single response or the promised reimbursement. I’ve attached the original email thread below for your reference, including the invoice and my bank details.Frankly, I’m extremely disappointed with the lack of communication and accountability on this matter. I would appreciate it if this could be escalated urgently, and I’d like confirmation of when I can expect the reimbursement to be processed.If I do not receive a resolution within 7 days, I will be forced to escalate this further through the Motor Ombudsman and consider taking legal action to recover the amount owed.

Dear Lookers Customer Relations Team,I am writing to formally escalate a complaint regarding the sale of my Range Rover (Registration: LL75 GBO) purchased from Lookers Land Rover West London.I am copying Filip Wiecaszek and Rob Love for transparency, as this complaint arises directly from the showroom sale and subsequent correspondence.This complaint concerns two separate but related issues:1.Misdescription at point of sale – Deployable Side Steps;On 10/01/2026, this was the first time I ever saw this vehicle. I had not viewed any online advert, listing, or specification prior to entering the showroom. I attended with four family members.The vehicle had a printed showroom display/specification board positioned next to it. Under ACCESSORIES, the display clearly listed “Deployable Side Steps.” This feature was one of the key reasons I decided to proceed with the purchase, alongside LWB, black exterior, soft-close doors and panoramic roof.At no point during the sales discussion was I told that:- Deployable side steps were not included, or- Any item shown on the display would be excluded due to the vehicle being pre-registered or sold as used.I was told the reduced price was due to the vehicle being registered and me becoming the second keeper — not because accessories shown were removed or excluded.At handover, when I queried the absence of the side steps, I was informed they were an “extra accessory.” I raised this immediately once I re-checked the showroom display photo I had taken.Rob’s email (attached) confirms the vehicle was displayed showing deployable side steps, but later a business decision was made not to fit them before sale. This internal decision was never communicated to me at point of sale, nor was the display corrected or replaced.I believe this constitutes misleading or incorrect pre-contract information at the point of sale.I am requesting that this be resolved by one of the following:- Supplying and fitting genuine deployable side steps at no cost, or- Providing a fair price reduction/refund reflecting the genuine supply-and-fit value of deployable side steps.2.Incorrect add-on charge – £549 product charged despite clear refusal;- On 13/01/2026, your team acknowledged this was charged in error and agreed to issue a refund.I attach the documents for clarity and evidence:What I am requesting;Please provide a written response within 7 days confirming:1. How you will resolve the deployable side steps issue (supply & fit, or fair refund), and2. Confirmation of the £549 refund and corrected invoice.If this matter cannot be resolved at this stage, I will escalate further to Jaguar Land Rover UK and relevant independent consumer dispute channels.I would like to resolve this matter fairly and without further escalation.Kind regards,Sarfraz AhmedMobile: 07877 826732Email: xyz471@yahoo.com

Good morningI sent you an email on 9/11/24 - have not heard back still.As my car’s engine was replaced less than five years ago and has now failed again, I am extremely disappointed . I would like to know whether the replacement is still covered by warranty. I paid £2,500 for this repair and believe it should remain protected.Kind regardsDr Bimalpreet Kumar