I left my vehicle with Lookers Land Rover, Chelmsford for ongoing issues and an annual service.My complaints are:1. Deception.  The service centre had the vehicle from 13 July to 20 July (one week) during which time, no work was carried out on the vehicle.  Having chased several times for an update (see attached email chain), I was advised that various repairs had been carried out and were "all OK at the time of testing" together with an ongoing issue with the cruise control which they "could not fault".  In reality, no work had been carried out at all (confirmed by the Service Centre Manager in a follow up call on 20 July when I pointed out that the Range Rover app showed that the ignition had not been turned on since I left the vehicle on 13 July as per the attached screenshot).  Interestingly, the ignition was turned on shortly after my call with the Service Centre Manger (see attached screenshot), presumably in a scramble to start work on the vehicle.2. Belligerence.  The service centre staff (particularly the Service Centre Manager, Stephen Symmons) were astonishingly belligerent (i.e. see attached email chain).  I was called by Stephen on 20 July to say "I have just seen your emails and I have looked into the issue, I'm calling to ask if there is anything I can do to help and get the vehicle pushed through the garage as quickly as possible".  I said that at no stage had anyone apologised for deceiving me and nobody was taking responsibility for the failure.  He responded "I agree, I'm not sure why you were told work had been completed as we were waiting for the Master Technician to be available to ensure continuity and excellence - the Master Technician had only become available today so I am not sure why you have not been properly kept informed".  When I pressed "I am not hearing any remorse... nobody has apologised for wasting my time".  He responded "well I do apologise, is there anything I can do the help".  I said it sounded insincere and that I had lost all faith and wanted to collect the vehicle.  He said "that is fine, the vehicle will be ready for you to collect today" and we ended the call.  I drove to the garage circa 1 hour later and sat in reception for 15 minutes.  I was walked to my vehicle by the Service Adviser who had been dealing with my vehicle (Bethany Evans).  At no stage did Beth acknowledge the failings, there was no apology, and there was continued belligerence.  Stephen (who was at the Service Centre that day) did not even take the time to see me notwithstanding the severe failings.3. Poor Service.  I have been suffering from the same issues with the vehicle since new and for circa 2 years (faulty shock absorbers).  The rear shock absorbers were eventually replaced (same Service Centre) but they refused to replace the front shock absorbers at the time and preferred I "test it for a while and see if it still persits".  The issues persisted and I was finally booked in to have the front shock absorbers replaced when I suffered the issues above (no work was performed on the vehicle).  I have numerous email chains (with at least 3 people having now left the business) with persistent follow ups (being unable to source parts for months at a time despite other garages (Taylors) advising they could get the parts within a few days).  Complete waste of my time and it has soured my experience every time we get into the car.I am currently supporting JLR with "exclusive SV research" given I own a Range Rover Sport SV, "one of the most elite models in the Range Rover portfolio".  I am told that JLR is "engaging with a highly exclusive, meticulously selected group of clients who own the absolute pinnacle of our product range" (25 customers across the UK).The level of service I have received is disgraceful and well short of acceptable treatment for customers owning the pinnacle of the JLR product range.N.B. attachments have been shared via email to feedback@lookers.co.uk

please see attachment for customers scanned letter

Good morningI 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.Customer Name: Katherine M MccluskeyRegistration: EY25TVZInception Date: 30 April 2025Date Of Complaint: 10 July 2026Goods Details: `Land Rover Range Rover Sport EstateNew/Used: UsedMileage At POS/POI: 0Current Mileage: 6445Agreement Number: 578427828The customer has advised us of the following fault/s ;• Battery will not charge on the PHEV.• Infotainment system freezing.• Stop/start button not functioning.• Plastic trim on rear driver's door detached/fell off.• Software-related faults.• High voltage coolant heater failure diagnosed by dealership.Has a CEC been raised for this customer via an AVC or Goodwill, if so please provide the reference, the date it was opened and any further details of any compensation/goodwill that has been paid to the customer to date.At 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.

I have a services plan (paid by Direct debit to Emac) that covers my vehicle AO04GAP until June 2029, however due to lack of communication from the service department in Land Rover Lockers Chelmsford, the last time my car was serviced was on the 19th June 2024.I was told today, after my phone call to Chelmsford, that they missed my 9th years service for 2025.Would someone be able to let me know (because the booking consultant can not answer my questions):-1. Why I am not receiving the service, I am paying for.2. Why is there no communication with customers regarding service due dates.3. I have made the same complaint in the past but the issue has not been rectified - Why?4. Would I be getting a refund for service not delivered?5. How do you ensure future communication from the service department.Please let me know.

Dear Lookers Complaints team & JLR customer relations team.I am writing to raise a formal complaint regarding the handling of my vehicle by Land Rover Chelmsford and the extremely poor level of customer service I have received.This complaint relates not only to the handling of the repairs themselves, but more significantly to the repeated failures in communication and the lack of response to my correspondence.My vehicle has now been with the dealership since 20th May 2026 whilst various faults have been investigated. Throughout this process I have cooperated fully and have simply been trying to obtain sufficient information to make an informed decision regarding the proposed repairs.It took almost two weeks before I was provided with a clear explanation of the proposed repairs and before the dealership contacted the warranty provider to determine what, if any, of the required repairs would be covered under my extended warranty. This unnecessary delay significantly prolonged the time taken to progress my case. Please see the email thread above to review my discussions with the JLR team in Chelmsford from the beginning.On 10th June I sent a detailed email to the service team requesting clarification on the diagnosis, the proposed repairs and the associated costs before authorising any further work.That email contained a number of reasonable questions including:• the technician's findings• confirmation of the exact ERAD diagnosis• confirmation that the ERAD unit itself had been tested• the reasoning behind the recommended wiring harness repair• clarification regarding JLR Technical Bulletin JLRTB02142v7• the reasons goodwill had been declined• further information regarding the PCV fault and the likely repair outcomesDespite these being entirely reasonable requests, I received no response whatsoever and sent a follow up email on 18th June to which I also received no reply to.After waiting 9 days, I chased the dealership by phone on 19th June and spoke to Stephen, only to be informed that my email had not been dealt with. I was assured it would be treated as a priority that day.Following that conversation I received a phone call back from Stephen around 5pm on 19th confirming that further investigations had been carried out into the PCV fault and that the diagnostic fees had been waived. However, despite repeatedly explaining that I required these matters confirming in writing, I have still not received any response to my email of 10th June.I have since sent another chaser email on 25th June (see above), called the dealership, been promised responses, and have repeatedly had to chase for updates myself which are still not responded to.It has now been over 2 weeks since my email was sent and I am still waiting for a written response.I find this level of customer service completely unacceptable.I have been left unable to make informed decisions regarding repairs costing thousands of pounds because the dealership has failed to provide answers to reasonable questions or communicate effectively. I have spent an unreasonable amount of time chasing updates and repeatedly asking for information that should have been provided as a matter of course.As a customer who purchased my vehicle through a Land Rover retailer, purchased the extended warranty through the dealership and has attempted to work collaboratively throughout this process, I am extremely disappointed by the way this matter has been handled. I have now completely lost confidence in the level of customer service I have received from Land Rover Chelmsford.I would therefore ask that this complaint is reviewed by a Senior manager / General manager / Head of business and that someone takes ownership of my case as a matter of urgency.Specifically, I request an answer to all the points raised in my email from 10th June, and an explanation as to why my correspondence has gone unanswered for over two weeks despite repeated follow up requests and assurances that it would be dealt with as a priority.Given the level of inconvenience, the repeated delays, the lack of communication from day 1 of leaving my vehicle with Land Rover Chelmsford, and the amount of time I have had to spend chasing updates throughout this process, I believe it is reasonable to expect that appropriate compensation will be considered as part of the resolution to this complaint.Therefore ask that in addition to addressing the outstanding technical matters, you also consider what steps the dealership intends to take to recognise the poor level of customer service I have experienced.Unless this matter is resolved promptly I will have no alternative but to refer my complaint to Jaguar Land Rover UK and, if necessary, The Motor Ombudsman.Given the length of time this matter has already been outstanding, I would appreciate a full written response within the next 2 working days.Kind regardsCharlotte

I am writing to make a formal complaint regarding the service I have received in relation to my vehicle. Whilst I appreciate that repairs can sometimes take longer than anticipated, my complaint is not about the time taken to repair the vehicle, but about the complete lack of communication and customer service throughout the process.The vehicle initially went in for diagnostics as the front parking sensors had stopped working. I was advised that this was due to damage and was provided with a quotation for the repairs, with the explanation that the front of the vehicle would need to be removed before the full extent of the damage could be confirmed. During the same appointment, an oil leak was also identified.A few weeks later I emailed to book the vehicle in for the repairs quoted, together with the oil leak repair and a key battery replacement. My email received no response.I therefore telephoned and explained everything again, making it clear that I wished to proceed with all of the work identified during the original appointment.Two days before my booking I then received an email advising that it was unclear what the vehicle had actually been booked in for. I replied to the email and also telephoned to clarify everything yet again. I was told somebody would call me back. Nobody did.When I arrived to drop the vehicle off, I had to explain for a third time exactly what work was required. The staff again appeared uncertain but accepted the vehicle.Having received no updates throughout the day, I called at approximately 4:00pm and was told the vehicle would be ready for collection at 5:15pm. At around 5:00pm I phoned to explain that I may not arrive before the 5:30pm closing time and asked whether I could collect it the following morning instead.At that point I was told the vehicle was still in the workshop and questioned whether I had definitely been told it was ready. I explained that I had. I also made it clear that I completely understood if the vehicle was not finished, but I simply wanted accurate information so that I could make arrangements for the weekend and for work on Monday. I was told somebody would call me back.Again, nobody did.At 5:25pm I phoned back, only to be told by somebody in another department that the service team had already left early for the day.On Saturday morning I contacted the dealership again and was finally informed that very little had actually been done to the vehicle and that it would now need to remain with the dealership until Tuesday. No apology was offered for the complete lack of communication and I was also advised that no courtesy vehicle was available.I said I would call back once I had considered my options. Approximately 30 minutes later I phoned back, was told the service team were busy, left my name and telephone number, and was assured somebody would return my call.Once again, nobody did.I then attempted to call again before the department closed, but my calls went unanswered. On one occasion the phone was answered and immediately disconnected.What I find most disappointing is not that repairs have taken longer than expected, but that throughout this process I have had to chase every update myself. I have repeatedly explained the required work, been promised numerous callbacks that never materialised, and have received virtually no proactive communication at any stage.I would like to understand:- Why nobody contacted me before the appointment to confirm or clarify the work required if there was any uncertainty.- Why the vehicle was accepted into the workshop when it appeared nobody was clear what work had actually been authorised.- Why I was repeatedly promised callbacks that never happened.- Why I was not proactively updated once it became clear the vehicle would not be completed as originally indicated.At this stage I would like to collect my vehicle on Monday morning and return it during the week commencing 6th July. However, I will require the vehicle to be returned to me by Friday 10th July without fail, as I have commitments which mean I cannot be without it.I would appreciate confirmation that this can be accommodated, together with a response addressing the concerns raised above.I expected a premium level of customer service from Land Rover. Unfortunately, my experience so far has fallen well below that standard.

Ticket 89036424I already have an open ticket for this complaint.The issues continue as I was promised a call by Wednesday from Stephen Symmons after an apology of yhe failures I experienced.This did not happen and wham I called today Friday 26/June Heather who answered the call was to transfer me to a message service instead I was kept on hold for a duration and the cut off unable to speak to anyone else after this as phones were not answered.I am thoroughly disappointed after an initial good service

Ticket 88543690Haven’t previously raised a complaint under this ticket number.I was advised my experience would be improved.I still have an issue with my car and have emailed this to Steve and called and left messages with no response.I should not have to make contact multiple times to be heard this is unacceptable

As arranged below, I took my car in to Chelmsford on the 10th and they knew nothing about the tow bar (and couldn't do it anyway as they didn't have one in stock). I left the car with them for the day as it still needed the safety recall and service.When I picked the car up they said they could order a tow bar and fit it at a later date but they said the £1,223 price related to cars up to 2021 and that for my car the fitted price was £1,998!.I said I'd think about it as it's hard to justify this new cost for what will be only occasional use of the tow bar.Please can you bring this to attention of a senior manager as I'm not happy: the price is now over 60% higher than quoted, I'll have to waste another day if I go ahead and I had to let down the local choir as I'd promised to tow their trailer that week.RegardsDavid Bird

i have had a descrepincy between Lookers agreement and Finance agreement