Dear service & complaints department,I have been trying to book my car in for another "traction battery fault detected" since 15th Seps 2025!15.09.25 - 02089381300 - I contacted Lookers West London on the phone to be told that you could not book in due to computer issues. Call back next week.29.09.25 - 02089381300 - I contacted lookers West London on the phone to be told similar to above, cyber attack. Try calling back in a couple of weeks.20.10.25 - 02089381300 - I visited Lookers West London & saw Wayne. He said service manager would call that day. NO CALL.22.10.25 - 02089381300 - I tried to call Wayne - receptionist said he is not available. She said she would leave him a message to call me back. NO CALL BACK.24.01.26 - 02089922299 - I contacted Lookers on a differant number & asked for the name of the service manager at West London. I was told Wayne. I asked to speak to him & gave my name & car reg number. I was told he was not answering so I then asked for his name & email address, I was given westlondonservicedepartment@lookers.co.uk as his email address!During 2024 my car had a fault for 9 of the 12 months of that year due to waiting for parts!I have not been able to use my car for long trips since Sept 2025.This is discusting treatment so I have contacted a solicitor this morning for advice & they have advised I send you this email requesting what you are going to do about repairing my car & providing me with a courtesy car until it is returned fully repaired?RegardsAntony Thomson07841586811

From BranchDear Complaints Team,We have a letter received from a customer who we loaned a vehicle too.I have also attached a copy of her signed loan agreement before and after it started and ended.Whilst in her care, she got a ticket and parked in a disabled bay. To our knowledge, the customer is not a blue badge holder.We had loaned her the vehicle as she couldn’t pick up her new car on time as we had a UPS issue and she was given the loan vehicle in good faith for her to use, whilst we rectified the issue.We even refunded her back £1000 as a gesture of goodwill , that we paid from our dealership directly as Land Rover changed the goodwill policy and I had promised her it would be cash payment instead in the form of a gift.So you can see that we have gone above and beyond with her.The customer is holding us responsible for the ticket and we will not pay it due to her poor negligence.Her details are as follows:Mrs Erzhena Kani234 Ladbroke GroveLondonW10 5LT07949 101817zhinak@hotmail.co.ukBest RegardsDaman

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.Goods Details: Land Rover Range Rover VelaNew/Used: UsedMileage At POS/POI: 33,000Current Mileage: 77,000Agreement Number: 118743221The customer has advised us of the following faults ;• Engine Management Light• Burning Gas Smell• Power Cutting Out• Injector LeakAt this time we do not need any further information from you. If we require information we will contact you again. The customer may contact you to obtain information, please endeavour to provide this to them where possible.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.

HelloI don’t think you deserve a bad review online, as I’ve been coming to Lookers for the past 5 years for my services and the service has always been great. But I did want to mention, on my visit on the 2nd Jan for my service and MOT, I walked into the service area to drop my car off. It was full of staff, about 8 or so all sitting in the service area and a lady at the front on the phone. I walked in, and all the staff members just looked at me, but nobody said anything. I literally had to say out loud ‘Who do I go to?’ As no one stood up to help or said a word, which as a woman walking into an office mainly full of men can be quite uncomfortable. The lady at the front then finished her call and dealt with me. On my return to collect my car the service was much better. I was greeted by a lady as I was walking up to the service area and dealt with straightaway which was lovely.Other than the experience dropping off my car, I got it back in a timely manner and had no issues.Thanks very muchDavinaSent from my iPhone

I am writing to formally complain about my recent experience regarding the cancellation of my Range Rover order.I requested to cancel my order due to the unexpectedly high insurance costs. Despite making this request, I was not contacted by anyone to confirm or process my cancellation. I have made reasonable efforts to communicate, but I have not received any response or follow-up from your team.This lack of communication has been frustrating and disappointing. I expect timely confirmation of my cancellation request and clear information regarding the next steps, including any refunds or documentation required.Please treat this matter as urgent and contact me as soon as possible to resolve this issue.Thank you for your prompt attention.SincerelyHussein El ali

Cooperation pre sale was limited and communications slow, even complacent at times. Car handover was unnecessarily delayed from ideal and could have been earlier since car was not valeted inside or prepared for a handover. Final dissatisfaction continues whilst trying to resolve an issue with the tracker subscription. Sales person is not responding. I’d like the contact details of Raagavan’s manager please.

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.I look forward to your swift response.

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