I am writing to raise a formal complaint regarding the service experience at Lookers Land Rover Chelmsford for my vehicle (LE74 AGO).I initially visited on 27/02/2026, where my vehicle was handled by Mark Fitzgerald. During this visit, I raised an issue with the steering wheel cover coming loose and asked whether this could be replaced under a potential manufacturing issue. At the end of the service, I was informed that a replacement part had been ordered and a follow-up appointment was arranged for 01/04/2026.However, I later discovered that the oil filter had not been replaced during the first visit, as it was apparently on order. This was not communicated to me proactively—I only became aware after asking. I was told this would also be completed during my next visit.When I returned on 01/04/2026, the oil filter was replaced, but no action had been taken regarding the steering wheel cover. Again, this was not communicated to me until I asked. I was then told that the part still needed to be ordered, which is confusing given that I had already been informed previously that it had been ordered.As a result, I took half a day off work unnecessarily, with no resolution to the original issue.In addition to this, during the same visit, my passenger-side mirror was scratched while the vehicle was in your care. From what I observed, another colleague attempted to move a nearby vehicle and caused the damage. This should be verifiable via your CCTV footage. I have also attached photos of the damage for reference.This experience has been very disappointing due to:Lack of clear communicationFailure to complete agreed workInconvenience caused by unnecessary appointmentsDamage caused to my vehicle while in your careI would like the following to be resolved as a matter of urgency:Replacement of the steering wheel coverRepair of the damaged passenger-side mirrorPlease treat this as a formal complaint and confirm the next steps as soon as possible.

The service manager speaks to staff in a very unprofessional way, would almost call it bullying, no one should go to work and be spoken to like that.

I had previously raised a ticket 83703997 and was anticipating a call from the complaints team . The Master technician did call me to explain what repair work was carried out , however I tried to explain that the work that was carried to resolve the car faults have not been resolved.Given that I am not clear with what the next steps to resolve the existing fault for which I have paid almost £800 . I am contempltaing to raise my concern with TMO

I had a diagnostic check done 30th Sept for my Jaguar as the dashboard had error displays where inOn the dashboard a turtle icon appears that states OK to drive with caution. Restricted performance.As well High voltage output Stability control not available . Basis that diagnostics I was quoted a further £445.73 to resolve the issue.This issue still issue persists. Given that the car was handed over to repair to solve this issue as well as High Voltage out put detected can I request that the issue to be re-inspected and repaired at no extra cost.I have written several e-mails to the service garage however neither the master technician, nor the service manager has called me to provide a resolution. Out of desperation writing to the complaints team to arrive at a resolution