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

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.