I'm writing to you not necessarily because I want something back, but because I feel compelled to share my experience at Looker's Land Rover Chelmsford. Quite honestly, I've got much better things to do with my time but Land Rover is a great British brand and Lookerss Chelmsford doing an injustice.I've been buying Land Rovers since 2012, including Range Rover Sport, Range Rover Evoque, Range Rover Vogue. I currently own a Defender V8 Carpathian (V8 UMW) and an older Discovery (GV64 MOF) which I use as a run-around for the dogs and across the land etc.The Discovery came up with an error, so I booked it in to my local Land Rover dealership in Chelmsford. When I dropped the car off (Thursday 5th February), I was told that it was booked in for one day.On the way out, I decided to take a look at the new Defender as I have to make a decision shortly on whether I'm going to keep the current model I have or not. Perhaps I wasn't dressed appropriately, or perhaps it was some other kind of assessment. But I was taking a close look at the newer model of the car I already own.The sales assistant couldn't even be bothered to get up out of his seat to come and see me. He shouted across the showroom, "Are you alright, mate?"Well, I'm not his mate and if he can't be bothered get up then I can't be bothered to buy a car from him and I walked out.I didn't hear from Land Rover Chelmsford on Thursday or the Friday. I called on Saturday morning at 09:45 and spoke to Shelly. I explained I would just like somebody to call me back and let me know the status. She said Mark was going to call me back. He didn't. On the Monday, I called again and was informed that Alex is now looking after the inquiry. This is the third person to look after this booking. He told me that the assessment had been done and explained what work needed to be carried out (replace a sensor and new tyres). I explained I'm not in a hurry for the car, but I would like to know when you are going to do the work so I can plan my week. I explained that the service I've received and the communication to date has not been great. He promised me he would call back by 9:30 that same morning.He didn't. It took for me to call the garage on Wednesday 11th February when I spoke to Jim, he said Alex will call me back. To my surprise, he actually did call back and told me the car was being worked on tomorrow, a week later than the one day that it was booked in for. And that he would call me when the car was ready for collection. I missed his call on Friday, but he did call back. I said I would collect the car on Saturday.On arrival into the garage, I met the receptionist who took my name and I was told to take a seat in the waiting area, and someone would see me. I sat there for half an hour while people came and went. Eventually, the sales assistant (only one work in that day) came and asked who I was and what I was doing there. So clearly, the receptionist had not passed on my details. It was now starting to feel like this was intentional. I sat at the desk with the sales assistant and explained I wasn't entirely happy but remained polite and waited for her to do her job. She told me that my car was ready, but the job had not been put on the system. Would I mind waiting while she dealt with other customers? As a customer, I'm sure you can see how that would make me feel. (you can wait sir, others are more important). By this point, I had already been waiting in the dealership for an hour and explained that I had waited long enough.I left the showroom and my car was outside. It had been cleaned as it usually is, but to a very poor standard, there were massive dirt patches still left on the back of the car. (I have resisted from sending these pictures, but I can if you want me to. )All these things individually aren't really an issue, and I understand how hard it is to manage people and maintain quality of service. All of these things tell me that Lookers in Chelmsford has some fundamental issues. I'm not sure how the structure works at Lookers nor do i really care but clearly if all these areas of the dealership are failing in customer service, there are some deep-rooted issues from the senior team there and this is felt right across the dealership.My complaint to you is not one looking for compensation, it is one born out of frustration from the terrible service I have received from you and a feeling that Lookers Chelmsford is doing it’s best to ruin the good reputation of Land Rover, a great British brand.I have copied Steven Simmons in, but I would imagine he is quite busy.

I bought a Landrover discovery from Lookers, Chelmsford last April which has had a leak ever since we purchased the car. When we first received the car, we contacted a chap called Joe Martinez to advise him of the problem of which he said it wasn’t his problem. Since then we have contacted the same company numerous times and always spoken to Joe until the last time we contacted them. Last time to contacted them we were advised to contact our local Landrover dealership as the car is under warranty, of which the car was booked in today. The car is with Yeovil Landrover today who of which advised us that Chelmsford should be sorting this problem and I should go back to them. After phoning lookers again this morning, a chap called Steve Moat, shouted at me down the phone after advising that the person who sold us our car was now been sacked. Steve and Lookers customer service have been especially shocking and I would never buy a car from them again. Please also note that not only should a manger from Chelmsford not be shouting down the phone, they should also not be shouting at a woman. Absolutely disgusting customer service from start to finish.

Hello,We have been very pleased with our service from Landrover, particularly from Graham Mansfield.We received a very helpful and professional approach from Graham, who went beyond expectations. It was not just the little things, but overall he was very thorough and we felt confident that we were being looked after well. Graeme completed all the paperwork for us regarding the exchange and cancelation of road tax etc. and also gave us advice about relevant queries that we had.We would definitely recommend you to anyone wanted to purchase either new of used car.RegardsKeith Stock

Cancelled warranty told it was cancelled when it wasn’t

Paid a holding fee for Vehicle on the 18th December - customer did not go head with buying vehilce and is still waiting for deposit back. please call customer

Good morning/afternoonI 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: Mr Lloyd HopeRegistration: EJ25 DKLInception Date: 07/05/25Date Of Complaint: 15/01/26Goods Details: `Land Rover Range Rover SportNew/Used: NewMileage At POS/POI: 10Current Mileage: 6500Agreement Number: 118682318The customer has advised us of the following fault/s ;• Key being disassociated with vehAt 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.

To whom it may concern,RE: Complaint – agreement no: 579836674Following on from my previous correspondence on the 29 Nov 2025 ref a letter before action there have been further issues with the vehicle in question that I would like to bring to your attention, and be considered as part of the ongoing complaint raised.To ensure you have been provided with all the required information please find a chronological list of faults experienced to date following the vehicle purchase in Jan 2025.Chronology of Faults16/01/25 – Vehicle purchased08/04/25 – Engine warning lightLand Rover Assist diagnosed timing chain sensor failure.15/04/25 – Sensor replaced28/04/25 – Engine warning light againDiagnosis: timing chain requires replacement.30/04/25 – Vehicle admitted to Taylors, DunmowCourtesy car provided; vehicle off the road for approx. one month.July 2025 – Recurring performance issues• Repeated loss of power through gears• Rapid oil loss, requiring weekly top-ups from mid-August• Intermittent warning lights02/09/25 – Engine warning lightLand Rover Assist attended; unable to identify the fault. Vehicle returned to Taylors. Courtesy car provided.11/09/25 – Vehicle returnedA further sensor was replaced.Additionally, at this appointment it was identified that the vehicle’s tyre repair foam was already out of date (expiry: June 2024) — several months BEFORE I purchased the vehicle. (Safety issue existing prior to purchase).13/10/25 – Serious safety symptoms• Oil low again• Exhaust fumes entering cabin• Continued loss of powerLand Rover Assist advised the vehicle was unsafe to drive. Recovered to Taylors; courtesy car provided.24/10/25 – Vehicle returnedAnother sensor replaced. Taylors advised an oil filter replacement at my cost; Lookers eventually covered the cost following my challenge.22/11/25 – New critical symptoms    • White smoke from exhaust    • Front-end vibration    • Strong exhaust fumes in cabin05/12/25 - Glow Plug fault (Existing prior to purchase)• Technician call out confirmed a glow plug required replacing• As per my email to you on 07/12/25, the technician confirmed that this fault had been showing since October 2022. The report from the technician has been requested, but has yet to be provided.05/01/26 - MOT Failure due to emissions• MOT failed twice due to the emissions test. Once an MOT was attempted for a third time, it passed marginally and it was recommended to have this resolved as soon as possible.• After checking the MOT history of the vehicle, it has come to light this was an issue when Lookers carried out their MOT prior to sale in December 2024.• Following testing at Lookers Chelmsford further faults were identified resulting in a particulate filter among other items being replaced.As you can appreciate, with the abnormally high volume of faults on this vehicle over a 12 month period, almost one every other month, my husband and I have lost complete confidence in the vehicles reliability and believe it not fit for purpose. This includes the two issues that were existing on the vehicle prior to purchase, one of which is a safety issue. We accept that Land Rover have ratified each fault raised under the warranty and provided a courtesy car, where available, however we do not find this acceptable or a suitable resolution to the inconvenience and disturbance caused, and does not provide the reassurance or confidence required to retain the vehicle. It also does not take into consideration or address the following.• Annual leave and days lost through work arranging vehicle collections, pick-ups, and lack of ability to attend the office to carry out my role.• Additional fuel costs incurred through additional travel.• Stress and worry experienced through the lack or reliability and requirement to manage work and financial expectations with a continuous faulty vehicle.We have been made away that Land Rover have provided a further 12 months warranty with the vehicle, however, again we do not feel this is acceptable or adequate to resolve the issues experienced to date. We approached Land Rover months ago requesting an extension to the warranty due to issues with the vehicle at that point and were ignored with little response. We are now further down the line with yet more faults and issues raised with the vehicle, even with the extended warranty, history would demonstrate that keeping the vehicle would only provide further inconvenience and stress organising further future repairs.A further implication to the unacceptable level of faults experienced with this vehicle is that we have recently found out that I am pregnant with our first child, and with my husband due to be away with work over the coming months I am seriously concerned that further stress from further faults with this vehicle will have an unnecessary implication/negative impact to my health.In light of all the above points, we would ask that that our agreement be terminated due to the vehicle being not fit for purpose at point of sale, including the last 12 months. We are additionally seeking advice with regards to our Final Right to Reject under the Consumers Right Act 2015, sections 23 and 24.My husband and I look forward to your response/resolution regarding the above complaint and further information provided above, NLT than 8 week timeline provided, final date 30 Jan 26. If a response is available prior to this it would be appreciated, as you can imagine we are keen to get this issue resolved swiftly and amicably.Kind regardsMrs Jessica TanseyMob: 07837 190032________________________________________From: Jessica BrittainSent: 05 December 2025 10:27To: JLRSQD@jaguarlandroverfs.com; Jessica Brittain; Phil TanseySubject: Re: Confirmation that we have your complaint – agreement no: XXXXX6674To whom it may concern,Further to my recent correspondence and your SMS advising that my complaint may take up to 8 weeks to be concluded, I am writing to formally set out my concerns regarding the timescales involved and the impact this has on my warranty position.Please find attached the following documents in support of my complaint:• Copy of my Letter Before Action (LBA) sent to Lookers Chelmsford• Breakdown / roadside assistance reports• Diagnostic and health check reports from Taylors, DunmowAs you are aware, my vehicle (Range Rover Evoque, registration KM70 PNZ) has suffered repeated, serious mechanical faults over an extended period. The vehicle has been in and out of workshops, with ongoing issues despite multiple repair attempts. I consider the totality of these faults to be unreasonable for a vehicle of this age, mileage and value.My key concern now is that my warranty is due to expire in mid-January 2026, and your indication that the complaint process may take up to 8 weeks creates a real risk that:• The investigation and any subsequent decisions will not be concluded until after the warranty has expired; and• Further faults may arise or be identified during this period, leaving me exposed if they are then deemed to fall outside the warranty simply because of timing.Given the long history of problems and the significant inconvenience I have already experienced, I believe it is only fair and reasonable that I am not prejudiced by the duration of your investigation.Accordingly, I am requesting that you:1. Either expedite my complaint and aim to conclude your investigation and decision as a matter of urgency (well within before the warranty expires), or2. Confirm in writing that any issues/faults identified during the course of your investigation, or arising while my complaint is under review, will be treated as if they were reported within the warranty period, and will be covered on that basis even if the warranty technically expires in the meantime.In other words, I am asking you to confirm that my warranty position will be protected and preserved for the duration of your complaint process, so that I am not disadvantaged by delays outside my control.Given the length of time this matter has already been ongoing, and the seriousness and frequency of the faults, I believe this is a reasonable and proportionate request.I would be grateful if you could:• Acknowledge receipt of this email and attachments; and• Provide written confirmation regarding warranty protection and/or expedition of my complaint as soon as possible.Thank you for your continued attention to this matter. I look forward to your prompt response.Kind regards,Mrs Tansey________________________________________From: noreply@landroverfs.co.ukSent: 01 December 2025 16:57To: jessica.1994@hotmail.co.ukSubject: Confirmation that we have your complaint – agreement no: XXXXX6674Confirmation that we have your complaint – agreement no: XXXXX6674This is an automated email to let you know we’ve received your Vehicle complaint.We’ll write to you within 5 working days to acknowledge your complaint.If you send your complaint outside of our business hours, our response time will start from the next business day after your submission.Our business hours are Monday to Friday 9am to 5pm.We’ll respond to your complaint as soon as we can, and keep you updated on the progress that we have made.There won’t be any updates in your online account.The Financial Conduct Authority (FCA) gives us 8 weeks to respond to your complaint. We aim to respond to your complaint before this deadline.For more information about how we use your personal data, please visit our Privacy policy.If you’d like this in Braille, large print or audio please ask us by calling 0800 302 9131.Land Rover Financial Services is a trading style of Black Horse Limited, St William House, Tresillian Terrace, Cardiff CF10 5BH. Registered office: 25 Gresham Street, London EC2V 7HN. Registered in England and Wales with No. 661204. Black Horse Limited is authorised and regulated by the Financial Conduct Authority. Black Horse Limited is a member of the Lloyds Banking Group. Registered Trade Marks of Jaguar Land Rover Ltd. licensed for use by Black Horse Limited and its associated companies.Please don’t respond to this email – this email address can’t accept replies. If you need to get in touch, you can email us at JLRSQD@jaguarlandroverfs.com. Make sure you include your agreement number and information about your complaint.It can be difficult to spot a scam message. We’ll never send you an email with a direct link to a page that wants you to log on or give personal or banking details.***********************************************************************************This email and any attachments are confidential and intended only for the above addressee. It may contain privileged information. If you are not the addressee you must not copy, distribute, disclose or use any of the information in it. If you have received it in error, please delete it and notify the sender.Black Horse Limited. Registered office: 25 Gresham Street, London EC2V 7HN.Registered number: 661204 England and Wales.Authorised and regulated by the Financial Conduct Authority.Lex Autolease Limited: Registered Office: 25 Gresham Street, London, EC2V 7HN.Registered Number: 1090741 England and Wales.Authorised and regulated by the Financial Conduct Authority for credit relatedregulated and insurance distribution activities.Suzuki Financial Services Limited. Registered Office:33 Old Broad Street, London, EC2N 1HZ.Registered Number: 03015566 England and Wales.Authorised and Regulated by the Financial Conduct Authority.International Motors Finance Limited: Registered Office: 33 Old Broad Street, London, EC2N 1HZ.Registered Number: 02956040 England and Wales.Authorised and Regulated by the Financial Conduct Authority.United Dominions Trust Limited. Registered office. 25 Gresham Street, LondonEC2V 7HN.Registered number: 0184739 England and WalesAuthorised and regulated by the Financial Conduct Authority for credit-relatedregulated activitiesShogun Finance Limited: Registered Office: 33 Old Broad Street, London, EC2N 1HZ.Registered Number: 01963821 England and Wales.Authorised and Regulated by the Financial Conduct AuthorityHVF Limited. Registered Office: 25 Gresham Street, London, United Kingdom, EC2V 7HN.Registered in England and Wales with registration Number: 2238952Authorised and regulated by the Financial Conduct Authority for credit relatedregulated and insurance distribution activities.****************************************************

Good MorningThank you for your prompt responseJust prior to Christmas your Chelmsford branch carried out some work on my Evoque (invoice no 23353821) this involved running a diagnosis check which in turn lead to the replacement of my car’s HVIH & Auxilary battery unitsThis work was carried out perfectly by your team & has resolved the fault I was experiencing with my car (Reg J4 HSW)The invoice for this work came to £2,088. 20 & was paid by me when I collected the vehicleFortunately for me my car is the subject of a third party warranty & much (if not all) of the above sum is recoverable from my insurersMy insurers have requested some basic information about the claim which I have been attempting to obtain from your people at ChelmsfordI have now written four (4) emails to Ruby Edwards in your Service Department: None of which she has had the courtesy of replying toI have also placed the same number of calls via your Showroom switch board & although have been promised a call back none has ever materialisedThe last call I made was two days ago when I managed to speak directly with Ms Edwards. I made clear my dissatisfaction & was promised immediate action. I have heard nothing sinceI purchased my previous Range Rover from your Chelmsford branch which was regularly serviced & repaired by them throughout the five years I owned it: The service during this time has been exemplaryHowever I am not happy at all happy with the level of service or response from Ms Edwards or the Chelmsford Service Team & should appreciate your immediate intervention so as to bring this protracted sorry situation to a prompt conclusionThank youHoward Webster

Hi I would like to raise a complaint about the poor service I received at your Land Rover site in Chelmsford and have pasted the below email chain on response or lack of it from the general manager.Dear Mr MarshallThank you for your email.As you are aware, I was away from the dealership on Thursday and Friday last week. In my absence I forward your complaint to our Customer Care Manager, Stephen Symmons, who contacted you to address your concerns.Unfortunately, I have been in full budget reviews so far this week and had not had the opportunity to meet with Stephen to review your concerns until this afternoon.Firstly, thank you for taking the time to write to me and please accept my sincere apologies for the service you received. I am genuinely sorry for the frustration and disappointment you have felt during what was already a stressful situation following your vehicle breakdown.I fully recognise that we did not meet the standard of communication or service you should reasonably expect. In particular, the missed call-backs, broken time commitments, and lack of proactive updates are unacceptable, and I understand entirely why this has left you feeling undervalued as a customer. Please be assured that whether a vehicle was purchased from us or is within warranty has no bearing on how any customer should be treated, and I regret that your experience suggested otherwise.I have asked our management team to review the handling of your booking, communication process, and parts ordering timeline in detail so we can fully understand where the breakdown occurred and ensure it is not repeated. I will personally follow up on this review and ensure that all members of the Aftersales team are reminded that our clients are the lifeblood of our business and must always be treated with the highest levels of care, urgency, and professionalism.Thank you again for bringing this matter to my attention.Yours sincerelyNeil WorrowGeneral ManagerLookers Jaguar Land Rover ChelmsfordNeil Worrow General ManagerLookers Land Rover ChelmsfordT: 01245 611 111 M: 07908 634584E: NeilWorrow@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverjlr4logos_37cee692-0661-4cf2-8aea-a94e15a0f860.jpgREG OFFICE: Cuton Hall Lane, Chelmer Village | Chelmsford | CM2 5PXCONFIDENTIALITY NOTICE: This e-mail message including attachments, is intended only for the person to whom it is addressed & may contain confidential information. Any unauthorised review;use, disclosure or distribution is prohibited. If you are not the intended recipient, please contact the sender by reply e-mail and destroy all copies of the original message.From: Lloyd MarshallSent: 17 December 2025 15:50To: Neil WorrowSubject: Fwd: Customer ComplaintExternal Sender: Confirm legitimacy before acting.Good Afternoon Neil,Trusting this email finds you well and am slightly disappointed I haven’t had a response from you in relation to my complaint as per the below email.I understand that you was out the business last Friday and I believe this Monday as informed by Steve from your customer service team, late Friday afternoon but as he couldn’t resolve my complaint, I did inform him that I would like to receive a response from you before I escalate this to Lookers Head Office as my whole experience of dealing with your service centre has been less than satisfactory to say the least.Hopefully I will hear back from you, shortly on how best to resolve my complaint.Regards,Mr L MarshalSent from my iPhoneBegin forwarded message:From: Lloyd MarshallDate: 11 December 2025 at 20:32:49 GMTTo: neilworrow@lookers.co.ukSubject: Customer ComplaintGood Evening Neil,I trust this email finds you well and unfortunately I feel the need to raise my disappointment and complain to you directly, in relation to the poor service I have received, since my car has been with you.My car unfortunately broke down last Friday (the 5th December) and booked directly through Land Rover Jaguar a diagnostic check for Monday 8th December.I arranged for my car to be dropped off to you on Saturday 6th by my roadside assistance as the car was undrivable and was Allocated Alex from your team to assist me. I explained to Alex what had happened and left the car with him, under the impression that I would hear something late Monday afternoon or at the latest first thing on Tuesday morning.Having not heard anything mid afternoon on Tuesday, I called your service centre at 2pm and was told that Alex was on a call to another customer but he would call me straight back, once he had finished that call. Over an hour later, I received a call from Alex at 3:07pm saying that the diagnostic centre had been busy and unfortunately, my car hadn’t been diagnosed yet but would be done on Wednesday morning.Not having heard anything all day from Alex on Wednesday 10th December, I called at 4:34pm to see if I could get an update on my car and was put through to Alex and told the car had just been done and he emailed me the report, whilst on the phone to him so that he could discuss the issues. After talking these through with Alex, I agreed to the work and Alex explained that as it was now after 4pm he would have to order them first thing on Thursday morning as the part centre was now closed but would call me first thing Thursday morning to confirm the parts had been ordered.Thursday morning comes and goes and still no update call from Alex so I decided to call your service centre at 12:34pm and was informed yet again Alex was unavailable as he was on a call to a customer but the lady I spoke to, informed me that the parts were still showing as waiting to be ordered and she would get Alex to call me back when he was done. Still having no return call from Alex by late afternoon, I called your service centre at 4:19pm and ask to speak to the general manager to raise a complaint but was told unfortunately you had left for the day but was provided you email.My complaint in main, is the complete lack of customer service and professionalism and to be fair, I find it quite appalling, broken promises, made to feel like an unvalued customer due to the fact that as my car wasn’t bought from your showroom or no longer in warranty, that my car can just get put back to the end of the queue as I wasn’t a priority customer.I fail to see the point of your booking system as you can only drop your car off to you, once you have appointment but for that appointment to mean nothing as it then takes 2 days longer than when you were expecting it to be done.Whist I am just an average individual, I did expect that having a prestigious car, the service I would receive would be above lesser manufacturers but I can wholeheartedly say this experience has been the worst level of service I have ever had the misfortune to experience in my life.I hesitated as whether or not to raise these issues with you as I now feel my car will have something done or not done to cause me even further trouble in the future but do feel that you need to be made aware of these issues.I look forward to your response.Kind Regards,Mr Lloyd MarshallSent from my iPhone

I was sold a warranty through bumper and I’ve got in touch with landrover warranty and they know nothing about it , I’ve sent an email to cancel the non existent warranty but haven’t received any reply , I need it cancelled