Lookers - Jaguar West London Avis 59

Friendly and knowledgeable service team who kept me updated about my service, which I was pleased with.

This was a complimentary offer of security upgrade and inspite me not paying for any services I was welcomed warmly and was offered the waiting area upstairs by the service team . Enjoyed a nice coffee until the work was finished. Always have been a great experience!

Possibly the poorest levels of communication i've experianced. Reserved a car - and constant delays / lack of communication from the rep. Went to cancel and spoke to the manager, who assured me the cancellation of the vehicle and return of reservation fee. 3 weeks on absolutely nothing - generally just a terrible experiance

Once again Alison the service executive was magnificent in her presentation and professionalism. Great service. Absolutely a joy to visit service centre at JLR Lookers in Acton London.

Fantastic team and service

The service assistant Alison explained and carried out exceptional work yet again

No problems ! Top service ! Alison a credit to the company ! Thanks ! Brian Herbert

Purchased a Defender 90 HSE with 18,000 miles on the clock, it was a bit rushed as we approached the end of August deadline, and the vehicle was eventually delivered on Friday 5th September dirty, over 4 hours late, interior trim loose and with 19,000 miles on the clock. I spoke to the salesman and emailed him, I was told my complaint was with the manager and now, over three months later I have still not received an explanation. I would also add that in the past when I have purchased a Land Rover or Jaguar there is usually a small thank you gift such as thermal cups, a Land Rover rucksack, umbrella, bunch of flowers or such like as a thank you. There is none of this from Lookers West London. My advice to anyone buying a car from here would be to go somewhere else where you are valued.
After driving the car for a few months the trim by passenger side front wheel has dropped off, the checker plate on the bonnet has lifted and the trim by the drivers side back wheel has started to drop flakes of black paint to reveal grey trim underneath. despite phone calls and emails Lookers will not engage with me, only give me the email address of their complaints department who equally do not respond to emails or phone calls. DO NOT BUY FROM THIS COMPANY.

I’m extremely disappointed with my experience with Lookers West London Jaguar.

I purchased a car from them recently and paid for every possible extra — extended warranty, GuardX protection, scratch cover, everything — because I wanted full peace of mind. Despite this, the car arrived with a loud screeching noise whenever the brakes were applied.

My local mechanic advised me to take it back to Jaguar, as this issue should have been identified in their pre-delivery inspection (which Lookers claimed they had completed).

Within just six weeks, a check-engine light also came on. I booked the car into Harwoods Brighton Jaguar on 24th November. As I was working, my partner — who is 8 months pregnant — had to drive the car an hour away to the appointment, expecting a same-day fix.

The engine fault was repaired under warranty, but Lookers West London were extremely slow at responding to both us and the Brighton Jaguar team. Because of their delays, my partner was forced to stay overnight in a local hotel, costing us £110.

The next day we finally received an email from a manager at Lookers West London saying they would not take responsibility for the brake issue, claiming it was “wear and tear.” This is completely unacceptable — the brakes were screeching the moment the car arrived and have never improved. To call that wear and tear after less than two months of ownership is shocking.

Overall, the communication has been poor, the car arrived with faults, and the aftercare has been extremely disappointing. I paid extra for peace of mind and received the opposite.

I would not recommend Lookers West London Jaguar based on my experience.

Excellent interface with staff members. 5 star would have been given if the courtesy car had sufficient fuel when it picked up.

We bought a 2024 E Pace.
From first enquiry to collecting the car was a great experience.
A massive thank you to Filip for keeping us well informed throughout and looking after us.

APPALLING SERVICE !! Placed a deposit on new Discovery and completed all documentation. Was advised the car was ready to collect on the Monday, received telephone call previous Friday advising the collection could not be made. Yes, you were experiencing issues with registration of new cars but I was told this was resolved by your sales representative John David. I requested return of deposit. Nearly three weeks later still waiting, after false promises. Being reported to the Ombudsman. Useless. AVOID.

I was looked after as soon as I arrived. Everything explaind to me. Showen to e rest room where I could wait for my car.

Alison was very helpful and explained what the service was and how long it would take I collected the which was lovey and clean once again thank you Alison your a credit to lookers

Wasn’t there for long, but the service I got was as usual, friendly attentive, and informative.

A truely horrible experience and not one I would like to repeat Having been told I would get my car back on the same day so no need for a courtesy car, I was then told a week before that there was no way I would get my car back and there were no cars available I was advised that the manager would call me back to discuss but they never did In the end I was without my car for a full week. Even when I did go to pick it up I was left in reception for 18 minutes waiting to be served To add insult to injury, none of the work carrieut was covered by my extended warranty which I have now cancelled.

I took my car to Lookers for a brake inspection. I was charged £300. The only action taken was driving the car approximately 5 metres and confirming that the brakes did not work, which I had already reported over the phone and at drop-off.

The underlying cause of the issue was not identified, and no diagnostic insight was provided.

Key details for potential customers:

Labour is charged at £300 per hour. This is four times the local average, based on quotes from three independent garages as of July 2025.

I was charged a full hour of labour for less than 5 minutes of work. So, there is a caveat that they charge per "session," and each "session" could last 5 minutes.

They are not transparent. The invoice was not itemised, even after a specific request.

I was quoted £1,800 for six additional hours of inspection, plus £500 for parts — both significantly above typical rates, and the quality of the service doesn't justify the difference.

Based on this experience, I do not recommend Lookers and will not use their services again.

I would like to share our recent experience at Lookers Jaguar West London.

Having recently moved to the area and already completed a basic service earlier that morning at a different Jaguar dealership, we were unsure what to expect in terms of service quality from this specific branch. Naturally, we were a bit apprehensive.

To begin with, I contacted the dealership via email to ask about the cost of the basic service, any additional charges, and the products that would be used. I received an immediate and detailed response from the very courteous Nicky Areago (Senior Service Advisor, West London Jaguar Land Rover). She explained everything clearly, and when an issue arose, she handled it promptly and efficiently, ensuring we were fully covered.

We were warmly welcomed at the dealership, and through their app, we were able to monitor the progress of the service in real time. Once the work was completed, we were met by the incredibly friendly Frank Currie, who took the time to explain everything that had been done to the vehicle clearly and professionally.

In my opinion, Lookers Jaguar West London is an exceptional dealership that genuinely cares about both your needs and your vehicle. Simple as that! Georgios Nelopoulos

I got my car serviced at Lockers, did a very good job. They picked the car up from home and dropped it when finished.

The Customer Service I received at the Service Department continues to be exceptional with all involved playing their roles to perfection.

During my recent biannual service for my F Pace, again, I received the personal touch from the department. Allan, the Service Advisor, had everything covered, from calls and emails to remind me of the service day and checking me in over the phone prior to the day, through to updating me during the day of the service to contacting me following the service to ensure everything went and was going to my satisfaction. Having his finger on the pulse, all my questions/queries and concerns were honestly answered and/or dealt with. Now, what more personal touch could one expect, and it's the kind of service I didn't receive elsewhere before I started using Lookers Jaguar West London.

Indeed based on my personal experience, I highly recommend Lookers West London JLR for all your vehicle needs without reservation.