NEVER ENQUIRED ABOUT A CAR ONLY FOR VALUE OF OWN CAR. YOU HAVE SINCE HARRASSED ME OVER MANY UNWARRENTED PHONE CALLS. ALL OF WHICH HAVE BEEN REPORTED TO TPS

The booking process is a shambles. I book online to the booking not being forwarded to the service centre, I instead get sent a random date and time. I call to cancel and it's rebooked. The online check in link does not work. Upon arrival I check in at the self service machine as directed. I then get a call asking me if I authorise. Surely that should be all part of the booking process and shared with the service centre? If I was unable to respond would the car just sit there and not be repaired?! This complaint does not cover total dissatisfaction with the vehicle and previous repairs since January 2026. 3rd visit in 5 months.

Hi there , I write to inform you that the emissions fault light is back on again and want to it to be better fixed again if possible I can bring the car Coming Monday

Staff very friendly quickly responded and helpful.

never been to Lookers service centre , don't know why you sent this. total waste of time.

From: Kent NeilSent: 19 April 2026 21:10To: samdemeda@lookers.co.uk; garetharcher@lookers.co.ukSubject: BF66 EVU Main Service and Customer Service IssuesHi Sam / Gareth,I may have this the wrong way round but my understanding is that Sam, you are the General Manager for Lookers Star City and Gareth is the Service Manager.I would like to arrange a face-to-face meeting as a matter of urgency with you both to discuss the following issues concerning the disgusting treatment to myself by one of your service department staff and the failure of the other to meet my customer service needs and the failures of the main service I paid for through EMAC.The following bullet points are the issues I wish to discuss:Main Service Issues• Failure to complete the health check correctly• Failure to evidence the issues found during the health check• Failure to complete the Main Service as per the EMAC service contract• Failure to meet the Main Service 25 point check list• Failure to complete the Vauxhall Service and Warranty Booklet• Failure to complete the Service Plan paperwork correctly• Failure to complete the Service Final Inspection paperwork correctly• Failure to take responsibility and accountability for the work carried out by being clear as to who performed the final checks• Failure to address the “Service Park Assist” issue as requested when I dropped the car off• Failure to complete the Sales Invoice correctly• Failure to repair my car within a reasonable amount of timeCustomer Service Issues (Service Department)• Jess Park failed to have my “Service Park Assist” issue documented and addressed as requested when I dropped the car off• Jess Park failed to keep me informed and manage my booking/experience• Received a text message but not followed up with a phone call• When called, failed to answer questions, was abrupt and rude including would not own the issues, came up with excuse after excuse, blamed everything else other than taking responsibility• Provided no solutions, did not give timings• Came to collect my car, was told she was only there to take the money and give the keys• Expected me to pay before I’d inspected the car• While outside, moaned about being cold even though she had a fleece on• Did not want to give me time to inspect the car• Did not want to listen to my concerns outside and in• Played dumb as to my concerns and told there is no technician to answer my questions• Promised to inform the Service Manager and ask him to call me Monday morning but I’ve still not had a call• Did not want to hear my concerns and wanted to move on to another customer• Would not take responsibility and was told to talk to the service manager even though she is the front face of customer service• Ask whether she thought I was being unreasonable but would not answer when told all I’m asking for in normal service• Told I was not her account even though Jess was not available• Extremely argumentative and combative• Failed to get my service book updated correctly• I believe she lied and potentially updated my service book when she is not qualified to do so• When told of the issues with the courtesy car, was not interested in what I had to say• Being patronising and disrespectful when leavingAdditional Concerns• When booking in my Service / MOT, the person was only interested in selling me another EMAC service plan• When booking in my Service / MOT, the person did not tell me I had to pay the remaining of my plan before the service would commence• Provided a courtesy car that had engine issuesThe face-to-face meeting is so I can present my evidence and prove my points above where I have photos, contracts, text messages, service book, and paperwork.I raised a number of issues about the Service Department last year with Alan Westwood (General Manager) and was assured things would get better. This is sadly not the case and I can confirm they have got much, much worse.I have been a loyal customer of Lookers for 26 years after leaving the Army in 2000. I have had company cars and bought personal cars from Lookers and I am looking at replacing my current car with a newer model but with the above in mind, I am finding it very difficult to continue to be a loyal customer if I am going to be treated this way. To say I am disappointed is an understatement and your candour in resolving these matters is required.I look forward to an initial phone call on 07966 302 742 to book a face-to-face meeting at your earliest convenience.Kind RegardsKent Neil07966 302 742

Enquiry was good, was booked it quick and seen too, well communicated and happy overallHowever, when a technician had seen the car I couldn’t seem to get answers from sales person such as, they told me the technician said this and that but I asked can this be fixed there was no clear answer, the answer was I don’t know and I can’t say but this is what the technician has said! Which really wasn’t helpful, it meant I was paying money but I didn’t know if my car would be fixed or not and there was a 50/50 chance! Which was not very helpful

Didn’t give me hard sell, phoned at agreed time,very flexible and accommodating

You did not provide response to my enquiry. If there was a rating for crap I would give that.

cust purchased vehicle 06.24 the dealership had the vehicle back twice in 2024 and left the cust with no vehicle. The car was with the dealership throughout too 2025. 6 weeks in both occasions. June 2025 EML again cust stated they could leave he without a CC which took about 4 weeks, in November the cust went back to the garage and the vehicle ad been damaged in 3 different places. The cust wouldnt accept the car like that, the cust got in the car in the dealership and the EML came back on. They didnt know what the problem was and would need to be diag with Land Rover. Went ot LR in November and 2 of the dents had been fixed but not the other one. Cust refused to take the car in this condition. Locking whee nut missing, info book mising from the glove box. Cust wouldnt take the car. Cust received call a couple f days ago we will have it washed and cleaned for you for when you come and get it. Where is the book they would order one and send it out. Picked car up not washed and cleaned, got in the car and drove a couple of yards down the road and the wheel arch has fell off. Cust called no one picking up the phone parts nt available, Sam has called back it culd be LR fault and willl need to bat it back and forth to see who is going to pay for the wheel arch. Cust would like to reject the vehicle