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

On 11 Jun 2026, at 14:39, Dawn coxwrote:Dear Anne-Marie Sparks,I wish to submit a formal complaint about the way I have recently been treated by Lookers Chelmsford, in relation to the repair of my vehicle.I believe that the actions and inactions of your dealership led to an unnecessary and significant delay in getting the repairs carried out to my vehicle. I also experienced poor communication throughout the process and was made to feel like I was being a ’nuisance’ for asking reasonable questions and making a reasonable request for Lookers to resubmit a revised claim to the warranty company, which was initially ignored.I have attached the chain of emails that covers the areas of my concern which are:1. The initial warranty claim was made including a part, (EGR cooler filter), that had been previously replaced by Lookers Bishop’s Stortford less than 8 months ago. This was only excluded from the claim after I spoke directly with the warranty company to try to understand why the claim was being rejected. As advised by the warranty company, I subsequently asked Lookers to cover this under the parts warranty on 2nd June at 15:11 . I had to request an update from Lookers by email as attempts to call resulted in the phone ringing out until it disconnected. I received an email to confirm that this was agreed on 3rd June at 11:06.2. On 3rd June I asked the service advisor to resubmit the warranty claim without the EGR cooler filter so that the warranty company could reassess the claim. This was apparently ignored by the service advisor who later confirmed that this was because she felt it would still be rejected due to it being a modification. I had to explain that this process with the warranty company had to be followed as, should they reject the claim again with the previously fitted part removed, it would open up a formal complaints process for me to take my complaint forward with them directly. Eventually, the claim was finally resubmitted by Lookers on 8th June. The claim process appears to have been complicated by the proposed ‘modification’ to resolve the fault. I asked for details around this as I am not a technical expert in this field and couldn’t understand why a modification was being done on a standard vehicle with original specification, less than 5 years old and with less than 51,000 miles. Unfortunately, I still don't understand why this was the case but trusted Lookers, as a JLR main dealer, to fix the fault in accordance with manufacturer requirements. As you are aware, the claim was rejected again on the basis of the modification proposed by Lookers Chelmsford. I therefore submitted a formal complaint to the warranty company regarding this at 13:41 on 9th June. For your information, my complaint included the following and I received acknowledgement of the complaint at 7:58 on 10th June with confirmation that they were already investigating the matter.On checking the warranty terms and conditions, I note that item 10 states the following regarding any modifications:- Vehicles modified other than in accordance with the manufacturer’s original specification, or are race rallied, track days, used in competition or for hire or reward.My understanding is that the claim being made is for a standard JLR approved repair to the vehicle as it is being carried out by a main dealer to fix the fault. I do not see this as a non-standard modification and the vehicle is only used for private domestic use, therefore believe it should be covered.3. In order to accelerate the ordering of parts whilst the warranty claim was being rejected, I agreed to pay the costs of repair and retrospectively appeal the rejected claim directly with the warranty company. Sadly, in addition to the initial delay in ordering parts, I was then advised of a 'back order' status of one part, with no estimated timescale for availability. When I explained that I was desperately in need of a car, I was advised that Lookers would see if they could provide a loan vehicle but that it was unlikely. Sadly, had the warranty claim been accurately submitted from the outset, I would have been covered under the terms of the warranty for a loan vehicle and not left in the difficult situation that I was, without a vehicle for 10 days. I also suspect that, had the decision to fit a new EGR valve been made from the outset, the warranty would have been approved quickly and the repair may even have been carried out within a couple of days.4. I did not receive regular updates and had to initiate contact with Lookers for them. It was only after I prompted for an update on Monday 8th June that I was subsequently advised that the part had arrived earlier that morning but then was not given any assurance about when the repair work would be carried out, with the suggestion that it might not be until Thursday 11th June. I was surprised by this as the quote included just a half an hour of labour so I would have expected it to be fitted in around other scheduled appointments quite easily.5. On Wednesday 10th June at 12:41 I was advised that the car had been repaired but that a different repair had been carried out to the modification previously quoted. Later at 17:23 I was advised that an amended claim for this repair had been accepted by the warranty company. I am obviously relieved but believe that I should have been advised of this change in decision prior to the repair being carried out and given an explanation of the rationale behind it. In the event that the warranty company had not accepted the repair, I had no prior understanding of what was being done or how much I would have been required to pay.I hope that this complaint leads to a review of processes and customer service levels to ensure that I, or any other customers, do not experience this extremely poor level of service from Lookers again in the future. I respectfully request that these areas of concern are addressed and I look forward to your response in due course. Please include details of the process to escalate my complaint further, in the event that I am dissatisfied with your initial response.Kind regards,Dawn Cox

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

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: Ryan GledhillRegistration: WA71UNHInception Date: 15/01/2025Date Of Complaint: 03/06/2026Goods Details: Land Rover Discovery Sport SW 1.5New/Used: UsedMileage At POS/POI: 30,000Agreement Number: 579005643The customer has advised us of the following faults;• Repeated infotainment system fault• Vehicle returned to dealership twice but issue still ongoingAt 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.

Dear Customer Relations Team,I am writing to formally complain about the poor customer service we received at Lookers Land Rover Chelmsford when my husband collected his vehicle on 06 June 2026.The service provided by Service Advisor, Ms. Elle Stevenson, fell well below the standards we would expect from both Lookers and the Land Rover brand. Throughout the interaction, she appeared uninterested in addressing our questions and concerns, leaving us feeling that our custom was not valued.A particular concern arose when we were informed that the vehicle had been cleaned as part of the service. However, upon inspection, it was clear that the vehicle had not been cleaned to an acceptable standard. When this was raised, Ms. Stevenson insisted that the cleaning had been completed despite the vehicle's visible condition. Photographs demonstrating the condition of the vehicle are available on request.The manner in which our concerns were handled left us feeling disappointed, undervalued, and dissatisfied with the overall service experience. We have visited other Land Rover and Lookers branches previously and have never encountered such poor customer service.I would appreciate a full investigation into this matter, including a review of the customer service provided and an explanation as to why we were informed that the vehicle had been cleaned when this clearly did not appear to be the case.I would also welcome a written apology and details of any actions that will be taken to prevent similar experiences for other customers.I look forward to your response.

bought LR from Carlisle shipped over to cust happy with the car. Took for service in his local garage fillings in the oil cust not done many miles. Called the dealership if needing a new engine but not had the car long. Engine check carried out at the dealership, 60,000 miles come back Amie Sparks. Drove the car around had no issue, 60,000 miles will call the dealership. Booked in the cust had topped the oil up and not put the dip stick back fully. Oil change and oil filter carried out. cust needs to come back at 60,000 and then 80,000. no call back then the cust emailed an still not received anything from them. Cust called alternative dealership and they were told that the 60,000 miles service had been carried out LR still had not been updated. cust dosnt feel this whole thing is quite right. Bethany Evans has also spoke to the customer. the car wasnt clean when it was returned