Good afternoon,We are following up again as today marks the 14th day since our last correspondence, and we have still not received any form of update or acknowledgement.It’s quite ironic that our original complaint was about misinformation, lack of communication, and unclear details regarding the work completed on our car — along with the missing parts that have been on back order — yet we now find ourselves experiencing the very same issues in trying to get a response.This really isn’t a great customer experience.Please can you provide an update as a matter of urgency.BestKeith & XantheSent from OutlookFrom: Keith GlynnSent: 15 May 2026 09:24To: Xanthe GlynnSubject: Fw: We are in receipt of correspondence regarding your complaint.Sent from OutlookFrom: ReputationSent: 15 May 2026 09:23To: Keith GlynnSubject: We are in receipt of correspondence regarding your complaint.LookersTicket 88304159Created by System on May 15, 2026 at 8:23 AM UTCDear Keith GlynnWe are in receipt of your complaint.We are sorry that we have not met your expectations and that you are not happy with our service. By making a complaint, you are giving us the opportunity to investigate and improve our services for you and for everyone. we investigate the issues you have raised, and you will be contacted within 14 days to discuss your complaint.If we are unable to meet this service level agreement, we will contact you again to explain why this is. If following discussions you remain dissatisfied please review the Lookers complaints policy by visiting… https://www.lookers.co.uk/complaints.Please note that if you are acting on behalf of someone else, we will need to be furnished with a valid letter of authority (LOA) or a consent form signed by the individual, which confirms that they give you permission to access any personal data on their behalf.Yours sincerely,Lookers Customer Service & Complaint Resolution Team Lookers Limited Lookers Land Rover Chelmsford Lookers Land Rover ChelmsfordDue Date: May 18, 2026 at 1:23 AMLocation Name: Lookers Land Rover Chelmsford

Dear Anne- Marie I have had no choice but to resort to emailing you formally, since despite phoning and leaving messages for you and your staff repeatedly over many weeks, for whatever reason you have deemed not to contact me or return my call, which to be honest is totally unacceptable. I am both frustrated and very disappointed in the total lack of customer service and follow up that yet again Lookers Chelmsford continues to provide to it loyal customers. If it was simply the fact that you are unable or unwilling to return a call it would be bad enough, but this simply the last straw point on a long list of communication and process failures over nearly 4 months for a warranty repair, during which time I have had an inoperative window ! To summarise the catalogue of mistakes, process failures and just very poor management see the list below – please at that point , consider your response and next steps in resolving this specific issue asap. • The Drivers Window mechanism failed nearly 4 months ago and I phoned on 2/3/26 to report and ask for a repair slot • My passenger one failed several years earlier and was fixed under warranty – so sadly I knew what the issue was! Its a known issue with Discoveries due to design faults in the mechanism When I phoned I was told the first available slot was nearly 2 months away on the 29th April 2026 , which in itself was quite shocking, but was assured it should be fixed the same day (regulators in windows are simple replacement activity and a cheap part, which as a main dealer you should have in stock). Imagine my amazement when collecting the vehicle on the 29th to be told “ sorry we did not fix it because we did not have the part in stock “ but we checked the car while it was here and there are some other issues that need rectifying and are sure they can be completed under warranty when it comes back in. • The car was subsequently booked in for the 7th May for the works to be completed. Much to my surprise and disappointment on the morning of the 7th May , I was called to say “sorry the part had not come in for the repair, so it would need to be re- arranged again - but no date was provide at that point and as a customer ”I was just left hanging”, I understand that Ruby was off sick during that period which clearly compounded the situation, but is no excuse as I left several messages I subsequently called several times via the switch board for an update and although I left messages my calls were never returned, or messages left by anyone from Lookers on my phone , voice mail , or email ( total communication breakdown) On Monday the 18th I finally got hold of Ruby , who then told me that the LR Warranty did not cover the window mechanism, because it was potentially due to water ingress , I do not find that acceptable for several reasons: 1. The passenger window was replaced under warranty previously by LR 2. If LR design a mechanism for windows that allows water ingress over the mechanism , as a customer with a warranty I should not be accountable for the cost of the parts or labour. At this point, because of the total lack of progress and to be quite brutal the miss management and laza fair approach to customer service, I requested that Ruby leave a message for you to call me directly in an attempt to get the vehicle repaired finally. Since then, I have repeatedly phoned Lookers asking for you , left messages with reception (some who are polite and apologetic , others not so! )and been assured that I will be called back …. Yet its now the 26th May , I have not been called, the car is still broken, and Lookers continue to be 100% unresponsive in addressing this simple issue, one of your members of staff actually said it was embarrassing Please can you urgently : 1. Identify a suitable slot for the repairs and ensure that the parts are in stock 2. Provide me with an assured date and time for the work to be complete (vehicle to be collected as per 7th May 2026) 3. Address the issue of the warranty with LR directly for the outstanding works you itemised on the 29th Obviously, this is not an email that I wanted to send, and you have personally sorted previous service issues really positively but other than camping in the reception , I have no other choice. I have been a LR owner for 30 plus years and honestly despair at times with the issues and service for what is meant to be a premium brand I look forward to hearing from you soonest and I have copied the GM to ensure that you get the necessary support to make this happen. Kind Regards Julie Anderson

6 weeks ago had a issue with the vehicle not soft closing correctly. CC given for the day. sourced the issue, the CC was booked out with someone else the next day. Cust then had to book a further appointment which was 6 weeks late. Cust called yesterday to confirm the appoint for today but no one has called the cust back. No bothered to call back. Cust has gone back for the appointment today and they kept him waiting for 45 mins. A CC has been given, the cust has called on several occasions and the phone gets picked up and put straight down. He is not sure now what is happening. The cust was advised the vehicle wold be ready for 5 but has no idea if that is the case.

Hi, I dropped my car for service, a fault and MOT yesterday morning and picked up a loan car from you. Tried to contact you all day yesterday with no luck and when got back to pick up my car and return the loan car, i`ve ended up leaving the place with an UBER while i`ve been told my car is not ready and failed the MOT (which you knew it`s going to happen while still having the Check Engine Light ON) While i appreciate being a "courtesy" car, i was expecting to be contacted during the day with an update. Same thing seems to be happening today. While Bethany was really helpful about the situation i still don`t understand what`s happening and if my car will be fixed and MOT`ed today.I`m still trying to find out if my car will be ready today or if i need to rent a car or find another way to go around the next few days.Kind regards,Liviu

My car went into for fault repairs under extended warranty in February this year.It has been 3months with no progress forthcoming.After speaking to JLR customer care I have been informed the parts are not going to be delivered until July 17 .I am very disappointed with this timeline which I have not been informed of

Received letter dated 17/2/26 regarding safety recall N945. Immediately booked appointment, but because of Lookers Chelmsford out of town location, needed a courtesy car. First appointment booked for 9/4/26 - cancelled the day before by Lookers as part not available, despite having a month’s notice. Rebooked for 21/5/26, and received call 4:15 on the day before, saying no courtesy car available, again despite having a month’s notice. Offered instead the opportunity to keep the appointment, but sit there for two and a half to three hours while work carried out. Declined this kind offer. Not impressed!!!

I bought the vehicle brand new in March 2026. Within 3 weeks there was a sensor fault. The car was in the garage for 5 days and I was assured it was fixed, but the fault recurred within 24 hours. I called every day for 7 days and was assured someone would call me back. I am still waiting for this call. I booked the car in myself again, having to cancel work as I need the car for work. The fault recurred when I started the vehicle when I collected it. I was then told I would be contacted to book it back in and would be provided with a courtesy vehicle. This was over 2 weeks ago and in spite of me chasing I have had no response. I also asked to speak to the Customer Service manager and was assured he would call me back. This was 5 days ago and I am still waiting.

Hi Bethany,I’m following up again as we still haven’t received the updates previously promised.It appears the rear passenger‑side tyre was not repaired, as it still has a slow puncture. This was one of the issues raised when the vehicle was last with you, so I would appreciate confirmation on whether this was inspected or addressed.In addition, I am still waiting for the parts that were on back order from the last service — the rods that were due back in October. Please can you confirm the status of these and when they will be available.Given the ongoing lack of communication, I was disappointed — though not surprised — to see that the extended warranty renewal has increased. Unfortunately, the service experience from the Chelmsford dealership over the past months does not reflect the standard expected from a premium brand such as Jaguar Land Rover.Please can you provide an update on all points raised so we can finally bring this matter to a close.I look forward to hearing from you.Best regards, Keith GlynnFrom: Bethany EvansDate: 28 April 2026 at 21:15:35 BSTTo: Keith Glynn, Andrew RoweCc: Xanthe GlynnSubject: Re: Escalation: Lack of Communication & Clarity on Completed WorkHello Mr Glynn,Thank you for your email.I am trying to retrieve your vehicles history. We have since changed systems, and I am struggling to find the history to go into more depth about this with you.I will have what I need for you before the end of the week.Kind regards,Bethany Evans Service AdvisorLookers Land Rover ChelmsfordT: 01245 611 111E: BethanyEvans@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.driveassist-small2_1faac6d7-d7df-4561-94be-7a6cfb62152f.jpgFrom: Keith GlynnSent: 28 April 2026 3:01 PMTo: Bethany Evans; Mark Watts; Andrew RoweCc: Xanthe GlynnSubject: Fw: Escalation: Lack of Communication & Clarity on Completed WorkExternal Sender: Confirm legitimacy before acting.Hello Bethany,Can you help with our questions below - We have not had any communication back from you after several e-mails. Rather rude!Please advise on our questions below or I will be escalating this to the Motor OmbudsmanBestKeithSent from OutlookFrom: Keith GlynnSent: 22 April 2026 10:54To: Xanthe Glynn; Bethany EvansCc: Andrew Rowe; Mark WattsSubject: Re: Escalation: Lack of Communication & Clarity on Completed WorkDear Andrew and Mark,I am escalating this matter as we have still not received any clear communication regarding the work carried out on my wife’s vehicle, despite multiple attempts to obtain an update.While the fault noise now appears to have stopped, we have been given no explanation of what was actually done, whether the original diagnosis was correct, or whether any further action is required. The absence of this information is unacceptable, particularly given the number of times we have requested it.What is equally concerning is the lack of responsiveness from the service team. For a brand of Jaguar Land Rover’s standing — and for a dealership representing a premium manufacturer — this level of communication falls well below what customers should reasonably expect. The contrast with the service we receive from other premium brands, such as Mercedes, is significant.To close this matter properly, I would like written confirmation of the following:The exact work completed on the vehicleWhether the initial diagnosis was accurateWhether any additional checks or follow‑up actions are requiredWhy repeated emails went unansweredWe have been patient throughout this process, but the lack of clarity and communication has caused unnecessary frustration. I would appreciate a prompt response so we can draw a line under this.Kind regards, Keith Glynn 07508 439434Sent from OutlookFrom: Keith GlynnSent: 16 April 2026 08:05To: Xanthe Glynn; Bethany EvansCc: Andrew Rowe; Mark WattsSubject: Re: On going concernsDear Bethany,I am just following up on my wife's email below, regarding the ongoing issue since the vehicle was collected on Sunday.As mentioned, when you spoke with me on 2 April we were advised that the starter motor had been repaired or replaced under the warranty. However, the noise that prompted the repair is still present, which causes concern that the issue has not been fully resolved.I would be grateful if you could advise what the next steps will be so that this can be properly diagnosed and rectified under the warranty. I am currently unsure whether it is safe to continue using the vehicle and cannot reasonably be left without a car.I would appreciate a response today so we can agree the appropriate next steps.I look forward to hearing from you.Kind regards,Keith Glynn - 07508439434Sent from OutlookFrom: Xanthe GlynnSent: 13 April 2026 18:49To: Bethany EvansCc: Andrew Rowe; Mark Watts; Keith GlynnSubject: On going concernsDear Bethany,Thank you for organising it so that I could collect my car on Sunday.When you spoke to my husband on 2nd April, you confirmed that the starter motor had been repaired/changed and that this work was included in the warranty.Unfortunately, since collecting the car I have noticed that the sound is still there.My concern is that either the issue was not the starter motor or the repair was not completed sufficiently to resolve the problem.Please could you advise on what you would like me to do next. I cannot be without a car, but equally I do not want to continue driving it if there is a risk of it breaking down or causing further damage.I look forward to hearing from you.Kindest regards,Xanthe GlynnSent from my iPhoneOn 10 Apr 2026, at 13:43, Xanthe Glynnwrote:Thank you Bethany, we have emailed Joshua to confirm collection on Sunday between 11 and 12.Best wishesXantheSent from my iPhoneOn 10 Apr 2026, at 14:34, Bethany Evanswrote:Hello,We emailed yesterday to confirm with Mr Glynn.Sunday collection from the sales department is all ok. You will need to collect the vehicle between 11am and 12pm as the sales department are open for a limited time on Sunday.Kind regards,Bethany Evans Service AdvisorLookers Land Rover ChelmsfordT: 01245 611 111E: BethanyEvans@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG 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: Xanthe GlynnSent: 10 April 2026 1:00 PMTo: Andrew Rowe; Mark Watts; Bethany Evans; Keith GlynnSubject: Re: Automatic reply: Inspection report for your vehicleExternal Sender: Confirm legitimacy before acting.HiI was wondering if there was an update on my car?I can see from the app work has been completed on it today so can I assume it will be ready for collection on Sunday? I need to know as a matter of urgency.Kindest regardsXantheSent from my iPhoneOn 9 Apr 2026, at 16:02, Xanthe Glynnwrote:HiJust wondered if there was an update on my car? Am I able to collect on Sunday?Sorry to keep pestering you, but I hoped this would have been sorted earlier this week with our first email.Best wishesXantheSent from my iPhoneOn 9 Apr 2026, at 12:16, Xanthe Glynnwrote:Please see mail trail below - please advise asap!Best wishesXantheBegin forwarded message:From: Steve MoateDate: 9 April 2026 at 12:10:32 EETTo: Xanthe GlynnSubject: Automatic reply: Inspection report for your vehicleThank you for your email. I am away from the office with no access to emails returning Saturday 11th April at 08.30am. For anything urgent, please contact Mark Watts (for underwrites) or Andrew Rowe on 01245 611 111.Kindest regards,SteveSteven MoateUsed Car Sales Manager, Lookers Land Rover ChelmsfordT: +44 (0) 1245 611 111E: stevenmoate@lookers.co.ukSteve Moate Used Car Sales ManagerLookers Land Rover ChelmsfordT: 01245 611 111E: StevenMoate@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG 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.This email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GU; VAT Registration No: GB 405 9783 29.This email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GU; VAT Registration No: GB 405 9783 29.This email message and any documents accompanying it are private and confidential and may be legally privileged. They are for use by the addressee only. If you are not the intended recipient, any unauthorised use, disclosure, copying, distribution or dissemination is strictly prohibited. If you receive this email in error please contact GDPRHelp@lookers.co.uk and delete the message immediately. For information about how we process personal data please see our Privacy Notice at: www.lookers.co.uk/privacy-notice . Internet communications are not always secure and therefore neither Lookers Motor Group Limited nor any affiliated entity (“we”) accept legal responsibility for changes made to this message after it was sent. The recipient is responsible for verifying its authenticity before acting on the contents. Where the content of this email is personal or otherwise unconnected with our business, we do not accept responsibility or liability for such content. Whilst all reasonable care has been taken to avoid the transmission of viruses, it is the responsibility of the recipient to ensure that the onward transmission, opening or use of this message and any attachments will not adversely affect its systems or data. No responsibility is accepted by us in this regard and the recipient should carry out such virus and other checks as it considers appropriate. Lookers Motor Group Limited (Company No. 143470) is a subsidiary of Lookers Limited, (Company No. 111876). Lookers Motor Group Limited is authorised and regulated by the FCA for credit broking and insurance distribution activities. FRN 309424. It is registered in England and Wales with registered office at Lookers House, 1st Floor, Lookers Stoke, Bede Road, ST4 4GU; VAT Registration No: GB 405 9783 29.

Good afternoon,A copy of this complaint has also been sent to JLR & Anne-Marie at Chelmsford Dealership.I am writing to raise a formal complaint regarding the poor communication and unsatisfactory service I have experienced during my recent visits to the Service Department at Lookers Land Rover Chelmsford.My concerns began with my service visit on 23 October 2025. During that appointment, the courtesy clean left my vehicle in a worse condition than when it arrived. I subsequently provided feedback regarding the poor communication and service I received, but I did not receive any acknowledgement or response to that feedback.Further issues arose during my visit on 22 April 2026. The courtesy car provided to me was dirty, and as I had been advised that returning it in that condition could result in a cleaning fee, I asked for this to be noted. I was also informed by Bethany that I might be able to keep the courtesy car for longer than one day and that she would confirm this. When I returned home, I noticed that the loan agreement contained incorrect information, recording the mileage as 450 miles instead of the actual figure of approximately 669 miles, and the fuel level as half a tank when it was just over a quarter. I called to report these inaccuracies and was assured that the agreement would be corrected.After receiving no update regarding whether I could keep the courtesy vehicle, I called again and was told that I could keep it if my own vehicle remained with you. Later, however, Bethany informed me that the courtesy car was required back and that I would need to rebook my vehicle for repairs following diagnostics. When I returned the courtesy car, the loan agreement still had not been corrected. I was then sent a “Loan Finish Form,” which contains a forged signature. I did not sign this document.There were also discrepancies regarding diagnostic fees. When I dropped my vehicle off, I was advised that there would be two diagnostic charges: one for a low battery and another for the remaining issues, which included the driving mode defaulting to Comfort and faults with the parking sensors. I made it clear that I did not authorise the battery diagnostic, as I did not consider it a priority and was not willing to pay an additional fee for it. Despite this, I was later presented with an invoice that included two diagnostic charges for the driving mode and parking sensor issues. I had to challenge this before Bethany eventually amended the invoice to reflect a single diagnostic charge. I was also disappointed to learn that diagnostics and repairs could not be completed in the same visit, meaning the vehicle had to be rebooked for 15 May, despite the fact that I had already waited two months for the original appointment.On 6 May 2026, Bethany emailed me requesting authorisation for the work again, stating that system changes meant she no longer had the information. I responded with the previously agreed costs from 22 April, but I received no acknowledgement. Being asked multiple times to confirm the same information was frustrating and unprofessional.Finally, there has been a repeated failure to provide updates on the progress of my vehicle. While I was away, my remote app showed the vehicle being driven on 7 May and 12 May, and I received notifications indicating that the bonnet and windows were open, suggesting that work had begun. As a result, I attempted to obtain an update. On 11 May, I called and was promised a call back, which I did not receive. On 12 May, I called again and was told the car was in the workshop and that I would receive an update by the end of the day, but again no call back was received. On 14 May, I called a third time, explained the ongoing issues, and requested an update during the call. I was told no one was available and that I would receive another call back, which once again did not happen. I then called back and requested to speak to the Service Manager.

I made numerous calls to your stores, and the lady at the reception never transferred my call to the relevant person or department. She always says she will pass the message, and I have never received a call back to date, regarding the messages I left at the reception.Good morning,Thank you for arranging the collection of my vehicle on Saturday.On the way home from the lockers, a warning appeared on the dashboard saying ‘Special functions turned off’. I ignored it at the time and continued driving.Unfortunately, when I got home, I was very worried and disappointed. The car began smoking heavily inside and outside, as if it were on fire, only 0.3 miles from my home on my way back from the Land Rover lockers on Saturday morning, and I stopped on the road.As you were away and the lockers closed at 12 PM, I was unable to return the vehicle. This made me feel that the issue had not been resolved — in fact, it seems to have escalated to the point of producing fire‑like smoke.Once the car had cooled down, I checked the fluid levels under the bonnet. Both the coolant and oil levels were above the minimum.As you are aware, I have spent a substantial amount on repairing this car recently, which is enough to serve as a down payment on a new vehicle. Unfortunately, despite this significant expense, the condition of the car has actually worsened, which has left me extremely upset and distressed.I kindly request that this matter be resolved immediately.