I am writing to raise a formal complaint regarding the standard of service, workmanship, and professionalism I have experienced in relation to my vehicle, registration KL18 ZRR.1. Conflicting Information & Lack of TransparencyI received a telephone call from Nicky prior to receiving any written communication, during which I was informed that:• I could collect my vehicle; and• If I wished to proceed with the DPF repair, this would not be carried out until after January.However, when my partner attended to collect the vehicle, it became apparent that the vehicle was not ready.I was then informed by the manager that they had needed to intervene between Nicky and the mechanic due to issues relating to the vehicle and/or the work carried out. This resulted in further delays and contributed to confusion regarding the true status of the vehicle.2. Unsafe Vehicle Handover & Missing Exhaust ComponentMy partner was handed the keys and told the vehicle was ready for collection.Upon entering the vehicle and starting the engine while still on your premises, he immediately noticed an abnormally loud noise. He switched the engine off straight away and returned to report this.Following inspection, it was identified that part of the exhaust had not been refitted. This issue was only discovered because my partner raised it. He was then required to wait a further 30 minutes while this was addressed.Although the vehicle was not driven off-site, presenting a vehicle as “ready” in this condition demonstrates a serious failure in post-repair checks, quality control, and professional standards, and raises significant safety concerns.3. Admission That Previous Repair Was Likely to FailDuring this visit, the manager stated that:• the garage could carry out the further repair at a discounted price; and• the original repair work previously carried out was likely to fail again within a few months.This admission is extremely concerning. At the time of the original repair, I was never informed that the work was temporary, inadequate, or likely to recur. I was led to believe the repair was appropriate and would resolve the issue.This indicates one or more of the following:• poor workmanship and/or misdiagnosis;• failure to provide accurate and honest advice;• misrepresentation of the effectiveness of the original repair;• a potential breach of the Consumer Rights Act 2015, which requires services to be carried out with reasonable care and skill.A discounted repair offer does not address the fact that I paid for work that has not delivered a reasonable outcome.4. Unprofessional Handling & Loss of ConfidenceThe overall handling of this matter — including inconsistent communication, delays, unsafe vehicle handover, and shifting explanations — has been unacceptable. As a result, I have lost confidence in Lookers Land Rover West London’s ability to work on my vehicle safely and competently.Resolution SoughtI formally request:1. A full written report detailing:o all work carried out to date;o who carried out the work;o why the exhaust was incomplete at handover;o why the vehicle was presented as ready without final checks and sign-off.2.3. Written confirmation of how you intend to properly rectify the outstanding issues, including:o assurance that any corrective work will be carried out with reasonable care and skill; ando confirmation that I will not be charged again for faults arising from previous workmanship, omissions, or misdiagnosis.4.Please respond in writing within 7 days of the date of this email.If this matter is not resolved satisfactorily, I will escalate my complaint to The Motor Ombudsman, Trading Standards, and Jaguar Land Rover UK Customer Relations without further notice.

HelloI purchased a Range Rover and paid the full amount on 30th September 2025. After the purchase, I was told that they found a fault with the battery and the key fob, and that these need to be rectified before delivery. I was told there would be a wait due to the JLR factory closure following a cyberattack, as the part was coming from the parent company. The car was initially purchased from the Battersea branch, but since it closed the car was moved to West London branch while waiting for the part.After chasing several times, the car was finally delivered on 14th November. The issues I have are1) I paid the deposit of £1000 (250+750) before purchase from a personal account, but I decided to buy it on my company, so I paid the full asking amount of 95k from the company when I made the purchase. I was told the deposit balance of 1k would be returned. I have been asking for this since 30th September 2025, but it has still not been returned today. I have messaged the Mohamed sales rep at the West London branch. I never get a reply. The email trail and the invoice are attached2) The second fob does not work. I can unlock the car, but it won't start because it doesn't recognise it. I spoke to Mohammend the day after delivery, but to date, I haven't received a response. This issue was identified before delivery and was one of the reasons for the delay. The car was delivered without the fob issue being fixed, which is poor3) At the time of selling, I was told the car would have some 120-point checks before delivery. If this was the case, why was the fault with the battery and the fob not picked up before the sale?4) The after-sales procedure was not completed straight after, as I did not receive the log book till 15th December, which meant that I could not drive as it was unable to tax the car. In total, I could not drive the car for 2.5 months after purchasing it.I have tried to call a few times but have never been able to reach Mohamed or the sales team manager. On any account, after-sales customer service is poor, to be honest.Kind RegardsKind RegardsMr D Jay17 Roman LaneLittle AstonSutton ColdfieldB74 3AEPh 07810358754

I thought you may appreciate some feedback regarding the purchase of my new Defender from your Lookers Land Rover dealership in West London.Dave Stones and Mohamad Rajab were absolutely superb from start to finish - they worked tirelessly to get me the car I wanted, in the correct specification, they were always available, displayed excellent product knowledge and the handover/collection was just fantastic. It truly was exceptional customer service from start to finish!I read that your ambition as a Group is to become ‘the number one dealer group in the UK’. With people like Dave and Mo in your team, I am extremely confident that you will achieve this objective.Please pass on my heartfelt thanks to both of them.Kind regards.Richard Ash

Dear Brian,I am writing to give formal notice that I am seeking to return the vehicle and obtain a full refund. This email should be treated as a formal complaint and a notification of my rights under the Consumer Rights Act 2015.Vehicle details• Make/Model: Range Rover Sport• Registration: S111 DCT• Date of purchase 23rd of July• Supplying dealer/branch: BatterseaSummary of faultsSince purchase, the vehicle has suffered repeated and escalating faults. These include:1. Recurring mirror fault – the same issue has returned almost immediately after the most recent repair this is the second time. I have video evidence. The footage also shows abnormal mirror behaviour in reverse, with one mirror moving up while the other moves down.(Video attached)2. In the video you will also see a new issue Critical warning messages such as: (Video attached)o Gearbox Faulto Hill Descent Not Availableo ATPC suspended – drive with caution3. Driveability failure – most recently, the car would not go into gear in central London until the engine was switched off and restarted.I have not had this car for a single week in 4.5 months where it has worked correctly or not been booked in for a repair.History of reporting and attempted resolution• I first reported issues to the Battersea branch in the second week of August and was not appropriately supported.• I followed up by email (attached).• I was then passed to West London, with lengthy waits for bookings (over a month on each occasion).• The vehicle was returned to me in an unacceptable condition (dirty and with little/no fuel). I shall be sending a separate email with my invoice for fuel and the clean as promised you would cover this.• The mirror fault has recurred for the second time despite repair, and the broader warning faults now raise serious concerns about vehicle safety and integrity.I also note that you advised you would come back to me regarding the warranty and did not do so.Legal positionUnder the Consumer Rights Act 2015, the vehicle must be of satisfactory quality, fit for purpose and as described. The repeated nature of these faults, the very short interval between repair and recurrence, and the emergence of gearbox/drivetrain-related warnings demonstrate that the vehicle does not meet these standards.Given the history and the failure to achieve a lasting resolution, I am now exercising my final right to reject the vehicle and request a full refund.This vehicle was sold as a Land Rover Approved Used car, which is marketed as having undergone a 165-point inspection across performance and safety. The persistent faults from early ownership are inconsistent with these assurances and support my position that the vehicle was not of satisfactory quality at the time of sale. It is clear that Battersea knew the branch was closing and rushed car out to customers.What I am requesting1. Written confirmation that you agree to accept rejection of the vehicle.2. Arrangements for return/collection of the car.3. A full refund of all sums paid, including any applicable fees associated with the purchase.Please respond in writing within 14 days of this email confirming the process and timelines for return and refund. If this matter cannot be resolved promptly, I will escalate the complaint to Land Rover UK customer relations and pursue the matter through relevant dispute resolution channels and/or legal routes as necessary.Overall, I have never been so disappointed in a service start to finish.Feel free to call me if you need any clarity on any of the points!ThanksSam

Before i bought the car i insisted i need the emissions certificate (coc) for work reason, they just told me no worries we will sort it out, once i got the car i was still waiting for the certificate, it took almost 2 weeks before finally received the certificate after i called the range rover head office to get it . 2 weeks car parked at homeI Couldn’t work, lost revenue and lot of stress,The sales person very poor and his attitude changed once i got the car, before i was waiting for the car he would tell me we will sort out everything, all lies and his fault my certificate didn’t come they didn’t enquire in a first place. Also manager Rob love supposed to honour the deal but i haven’t heard anything from him 3 weeks now, no apologies or admit their mistake.I would like a compensation for my stress and lost of earnings, and the sales person(Mohammed) should get training and how to deal with customers

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.Yours sincerely, Mouloud Ameni07747602813Car Registration: VE17 FPF

Hi,I had paid £1000 deposit for a car LN74NFF.The transaction did not go through or any documentation were signed as you policy did not allow 3rd party payments which was coming from a high street bank.Anyways, it's over a week now and still waiting for my refund. A few days here and there is acceptable but not any more than you require to keep it especially the transaction failed due to your own unreasonable company policy.Sales advisor Filip has not bothered to respond or give me any clear indication on any sort of timeline but had the up most urgency to take the payment off me.This is terrible service and if the money is not refunded by this wed, I will initiate a charge back with my card company and escalate this matter to the financial ombudsman and small claims court as this practice is deemed unethical.Please look into this matter urgently and issue a refund. Any background to this failed transaction due to no fault of mine please speak to Filip.RegardsDev07723389797---------- Forwarded message ---------From: Dev BalliamadaDate: Fri, 12 Dec 2025, 13:26Subject: Re: Terms of Business DocumentTo: Filip WiecaszekAnd how long will they sit with it? Not fair to keep the money longer than its required especially when the transaction has not gone ahead.3-5 business days is ok but beyond that its unreasonable. Please escalate and get them to issue the refund please.On 12 Dec 2025, at 13:23, Filip Wiecaszekwrote:Yes its with accountsFilip Wiecaszek Sales ExecutiveLookers Jaguar Land Rover West LondonT: 020 8938 1300E: FilipWiecaszek@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: Dev BalliamadaSent: 12 December 2025 13:20To: Filip WiecaszekSubject: Re: Terms of Business DocumentExternal Sender: Confirm legitimacy before acting.Hi Filip,Can you please confirm if the refund has been processed? Its the 5th working day today and I still haven’t had it back. If you can confirm please.thanks,DevOn 8 Dec 2025, at 12:05, Dev Balliamadawrote:Hi Filip,No worries and not your fault. Please initiate the refund please.regards,DevOn 8 Dec 2025, at 12:03, Filip Wiecaszekwrote:Hello Dev,Thank you for the update and I'm sorry to hear that, sadly there's not much we can do as its a head office new rule, sorry to loose your business over this - that is the last thing I would like to do, if anything changes please let me know - otherwise I will start the process of the refund and put the car back up for saleThank youFilip Wiecaszek Sales ExecutiveLookers Jaguar Land Rover West LondonT: 020 8938 1300E: FilipWiecaszek@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: Dev BalliamadaSent: 08 December 2025 10:54To: Filip WiecaszekSubject: Re: Terms of Business DocumentExternal Sender: Confirm legitimacy before acting.Hi Filip,Thank you for your call earlier to confirm you cannot accept the payment from Lloyds Bank as they will be considered as third party.As discussed, I have just spoken to Lloyds. They can only do it the way paying you directly. They cannot send the funds to me to pay you.Therefore we cannot proceed with this transaction. If you can arrange for the £1000 to be refunded back that would be great. Unfortunately this has resulted in a hard credit search on my credit file and your company should review the policy and as you can appreciate I am not happy with it.It's beyond me what the rationale is for this as I feel apart from losing business it's not going to do anything good. The regulations are there to protect from money laundering and I can appreciate it can be applicable if it was coming from a unapproved company but if you class a bank as a third party then someone who has implemented the policy has messed up!Sorry this transaction could not proceed but wish you all the best. Please confirm tte refund has been processed.Regards,DevOn Sat, 6 Dec 2025, 12:18 Filip Wiecaszek,wrote:Hello Dev,I will speak to the head office Monday and come back to youKind regardsFilip Wiecaszek Sales ExecutiveLookers Jaguar Land Rover West LondonT: 020 8938 1300E: FilipWiecaszek@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: Dev BalliamadaSent: 06 December 2025 11:56To: Filip WiecaszekSubject: Re: Terms of Business DocumentExternal Sender: Confirm legitimacy before acting.Hi Filip,Finance is all approved..<15007.jpg>On Sat, 6 Dec 2025, 09:19 Filip Wiecaszek,wrote:Please see attached bank detailsFilip Wiecaszek Sales ExecutiveLookers Jaguar Land Rover West LondonT: 020 8938 1300E: FilipWiecaszek@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: Filip WiecaszekSent: 06 December 2025 09:18To: Dev BalliamadaSubject: Re: Terms of Business DocumentFilip Wiecaszek Sales ExecutiveLookers Jaguar Land Rover West LondonT: 020 8938 1300E: FilipWiecaszek@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: Dev BalliamadaSent: 05 December 2025 15:38To: Filip WiecaszekSubject: Re: Terms of Business DocumentExternal Sender: Confirm legitimacy before acting.Hi,my number is the same as you had called me last evening which is 07723389797. Don’t use my wife’s number which came with the enquiry as we are having issues with the esim and porting.regards,DevOn 5 Dec 2025, at 15:23, Filip Wiecaszekwrote:hello,I just tried to send you documents but the number is bouncing could you confirm the number with me pleaseFilip Wiecaszek Sales ExecutiveLookers Jaguar Land Rover West LondonT: 020 8938 1300E: FilipWiecaszek@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: Dev BalliamadaSent: 05 December 2025 14:06To: Filip WiecaszekSubject: Re: Terms of Business DocumentExternal Sender: Confirm legitimacy before acting.Hi Filip,As discussed on the call the rusted bits were on the speaker and door sills as per the attachment. Believe all 4 sides were rusted.Once this has been looked into please send me a video and we can then make arrangements to pop over, view and test drive.If you can in the meantime send me the payment details, I will keep everything ready for the finance.I would appreciate an acknowledgement response to this email for good order.Regards,DevOn Thu, 4 Dec 2025, 18:03 Dev Balliamada,wrote:Hi Filip,I have paid the £1000 refundable deposit subject to approval of finance and also rusty speaker panels and door panels as discussed.regards,DevOn 4 Dec 2025, at 17:57,wrote:Terms of Business document attached as discussed.Filip Wiecaszek Sales ExecutiveLookers Jaguar Land Rover West LondonT: 020 8938 1300E: FilipWiecaszek@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.

Dear Sir/Madam,I am writing to formally follow up on a complaint I raised regarding Lookers Land Rover West London, for which I have received no response, despite being advised that an answer would be provided within 14 days.I received an acknowledgement of my complaint with the following details:Ticket number: 83507495Created: 21 October 2025 at 1:02 AMTo date, I have received no update, no response, and no indication that my complaint is being investigated, which is extremely concerning given the seriousness and detail of the issues raised.Nature of the ComplaintFor clarity, my complaint relates to serious service failures, negligence, and unprofessional conduct at Lookers Land Rover West London, concerning my Range Rover Velar (Registration: VE17 FPF). The complaint included, among other matters:* Excessive and unjustified delays spanning many months* Last-minute cancellation of appointments after long waits* Failure to provide a courtesy vehicle despite repairs exceeding £10,000* Unreported damage to my vehicle with no intake evidence provided* Incomplete and poor-quality workmanship, including missing panels* Negligent condition of the vehicle on return* Ignored emails and unreturned calls* Significant financial loss and inconvenience* Concerns regarding an inflated external repair quote from a recommended partnerThis was a detailed, documented, and serious complaint, supported by photos and evidence, and it warranted prompt and senior-level attention.Your acknowledgement created a reasonable expectation that this matter would be addressed within the stated timeframe. The complete absence of any response since 21 October 2025 falls well below acceptable customer service standards, particularly for a premium brand such as Range Rover.I now formally request that you:* Confirm immediately that this complaint is actively under investigation* Provide a clear update on progress and next steps* Confirm when I will receive a full written response* Ensure this matter is escalated to senior management without further delayNext StepsIf I do not receive a meaningful response promptly, I will have no option but to escalate this matter to:* Jaguar Land Rover UK Customer Relations* The Motor Ombudsman* And, if necessary, seek legal advice to recover losses and damages arising from the dealership’s failures and the continued lack of responseThis situation has already caused significant inconvenience, distress, and financial impact, and the continued silence only compounds the issue.I expect your urgent response.Yours faithfully,Mouloud Ameni07747 602813Vehicle Registration: VE17 FPF

Dear Lookers Jaguar Land Rover West London Team,Thank you for your response. However, I must make it clear that the proposed diagnostic charge of £258 + VAT per hour is unacceptable, unjustified, and inconsistent with your obligations as an authorised Jaguar Land Rover retailer.The issue relates to a paid Jaguar Land Rover digital service—the Remote App—for which I hold an active and fully paid two-year subscription. As confirmed by Marc Grainger from the JLR UK Customer Experience Centre, the JLR Technical Team has already identified that the Remote App malfunction is the result of a required software update, not a mechanical or vehicle-related fault.Under the Consumer Rights Act 2015, digital services and digital content provided to consumers must:• be fit for purpose,• match their description,• and be supplied with reasonable care and skill.Most importantly, the Act’s “Digital Content” provisions explicitly state that when a paid digital service fails to function as it should, the trader must repair or restore the service at no additional cost to the consumer.At present, the Remote App—digital content I have paid for—is not functioning, and therefore not being delivered as legally required. Charging me over £300 simply to “investigate” a fault in digital content that I have paid for, and which JLR has already internally diagnosed, is not compatible with UK consumer law.I would also like to emphasise that my most recent major service, performed at your facilities, exceeded £1,000. I chose to carry out this service with Lookers JLR West London because I expected integrity, transparency, and professional customer support. Proposing disproportionate diagnostic fees for a known software issue in a paid subscription service severely undermines that trust.For these reasons, I must insist that the required software update and any related actions necessary to restore the Remote App service are carried out without diagnostic charges, as mandated by the Consumer Rights Act 2015 regarding digital content and digital services.If this matter is not resolved on this basis, I will be compelled to escalate the case formally to:• Jaguar Land Rover UK Customer Experience,• The Motor Ombudsman,• and Trading Standards,This situation represents a clear case of a paid digital service not delivered, and an attempt to impose costs that UK consumer law explicitly prohibits.I expect a prompt and formal written response so that this matter can be handled correctly and without further delay.

My complaint is regarding Sales AND Aftersales. This is complaint 2 of 2.Loan car:I was not given or offered like for like.The car was filthy upon pickup. Oil and aticky substance on the dash. Crumbs everywhere. Empty biscuit packet stuffed in the armrest console.I was told to bring in my license without being advised what it was for. I learned it was to check my points and arrange insurance upon arrival. At no point was i asked how many drivers drive my actual car. So only myself was set ip with insurance despite it being essential for my wife to be insured also for school drop off.CAR SERVICING:It was impossible to get hold of the service department. Everytime i called the phone would ring out. I had to call reception and sales and they would then leave a message or call someone from the service dept!!I was told the car would be finished latest 5 days. It was finished 2 and a half weeks later with little to no communication in that period. Midway through this period I had to remind the service contact of what work was required on the car!CAR DELIVERY:My wife picked up the car as i was at work. When i returned that evening i found that the aircon vents on the passenger side was still faulty. That was exactly what the car was sent in for!I also discovered a panel in the armrest console which has not been fixed back into the outside of the armrest.Truly a disappointing experience and i feel ripped off from this company. This is honestly the worst customer experience ive ever had.When purchasing the car the saleman put the wrong purchase price amount and then had to redo the document.The worst part is the following issues i found with the car on the drive home:1. The wireless charging was faulty. My phone overheated on it. It was on for about and hour and only charged an extra 5%.I noticed the charging pad itself was also loose.2. The A/C vents on the passenger, middle and driver side don’t work at all. Only two were working.3. There was a bunch of sweets by the side of the passenger seat; also the silver gear changers behind the steering wheel were grubby and sticky.4. There was a panel on the middle armrest which was broken and wedged in between the seat!5. There was duck tape hanging down at the bottom of the car. Visible from the outside of the car at the back. What was being held together with duck tape???6. I got a flat tyre the next morning when i started the car. After inflating, it was flat again a few days afterward. Im convinced they sold me the car with a tyre on a slow puncture. The dealership refused liability.7. The brake pad worn warning appeared 1 month after purchase. The dealership refused liability.The sales manager booked me in with the aftersales team. I have received the car back with many of the same issues still affecting the car!!!