I am slightly concerned that I spent a lot of money on the health check and these items were not mentioned which leads me to think it wasn't a thorough health check as it did not show any of these items.Can you find out why they were not included?Also the quote I was given for the work was to fix the problem. You are now telling me it will need another part at £237.18. If this is linked to the problem then it should be included. I do not appreciate that I am spending nearly £3000 to rectify the problem and am now being asked for more money. This happened last year also.If you are unable to complete the quoted work for the quoted price I will not require you to complete the work and will pick up my car today.I would like you speak to your manager regarding my concerns and provide feedback. Again considering the problems I faced last year including an apology from Landrover Chelmsford, I would have expected a better service and treatment

Dear Sir/Madam,On 7 October 2025, the Financial Conduct Authority announced its proposals for a mass redress scheme on unfair motor finance.This has made me aware that, if a motor finance arrangement had certain features, a failure to properly disclose them to the borrower is likely to have been unfair.I would like to ask if any/all of my finance agreements with you (details below) had any form of commission arrangement between you and the broker / car dealer or any other entity involved in the transaction that included any of the following:- A discretionary commission arrangement- A high commission (where the commission is equal to or greater than 35% of the total cost of credit and 10% of the loan)- A contractual tie between you and the broker that provided you with exclusivity or a right of first refusal.If you used any of the arrangements listed above in connection with my agreements, I request you inform me within 8 weeks as set out by FCA guidelines, and consider this letter a formal complaint.If they were present, I don’t believe I was adequately informed of them. This is likely to have been unfair and could have prevented me from negotiating or seeking a better deal.Please confirm receipt of my letter and whether you are treating this as a complaint.Details that may help you find my policies:Name:Trevor CobboldDate of birth:09/Oct/1963Current address:11 marlborough roadSS12UAMobile phone:07881825886Vehicle number plate(s):EA13OHUWhere/When I bought the vehicle:range roverYours sincerely,Trevor Cobbold

I am writing to you today as I feel that the management should be aware of my experience(s) at their showroom recently.To put things into context I have a Range Rover Sport, reg F16 DRY and Lookers have serviced/MOT'd the car for me for the past 5 years. Up until last year servicing of the vehicle had been fine, actually very good. I will also be in the market for a new or nearly new RR Sport within the next 6 months.In 2024 I dropped the car off with the Chelmsford Team in the morning as usual and later that day I was called to say another customer had reversed into my car on the forecourt, It was a complete accident and I called the owner of the other car and exchanged details. That evening I went into the showroom to pick my car up, post service and I asked how Lookers would handle the damage of the car. The reply was that I should sort this out myself to which I replied that actually the incident was caused whilst the vehicle was in Lookers Care, Custody and Control. Although the salesman disagreed with me he did say he would look into it and call me back. In addition, there was a part required during the service that they didnt have today, but no worries I can drive back another time and they will put the part in whilst I wait. I would say that I have never received any such calls, texts or emails to respond to me on the damaged car or on the missing part that should have been fitted.So the 2024 experience wasn't great and therefore I looked into other Land Rover main dealers that I could go to in 2025. Unfortunately the next nearest Lookers dealership is in Colchester and not very convenient so I resigned myself to the fact that I would try Lookers Chelmsford one more time. So I again made an appointment, I needed MOT and a Service but ideally wanted both done at same time so we agreed on the actual day that the MOT was due, being 26th June 25. On 25th June, which was a week day and my work is based in London, I got a call from someone at Lookers to day that 'sorry but the scissor lift is down' and hence the MOT cannot go ahead. I think that with the experience I had had the previous year I did not take this news very well, I was obviously perturbed and was put through to a man in the servicing team who was equally as rude as I was and offered no solution to the problem.I appreciate that things happen and scissor lifts can break. However, what would have been nice is an understanding of the situation from your team. I told them that the MOT was due the next day and that this then put me in a situation that I wouldnt be able to drive my car or I had to find alternative arrangements at the last minute, on a day that I was working in London.Lookers are not cheap but they do have a good reputation generally. I would have thought that Lookers would have been able to come up with a viable solution, so that one of their regular customers do not have to go out of their way for something that is ultimately Lookers issue. I would have thought perhaps 'Look bring the car in as planned, we will take the car to another MOT station, get the car MOT'd and then get the car serviced' (by Lookers) this way Mr Dryden you do not have to go out of your way' rather than the 'What do you want me to do about it' that was said about 4 times, might have been a better way to treat your customers.I have owned businesses and sometime you have no control over what your staff say and do. Its how the management act when you they are aware of the situation that is key.I look forward to your comments and happy to discuss this in person or via the phone if you want to delve into dates etc further

I wish to raise a formal complaint regarding my purchase from Lookers Land Rover Chelmsford. I signed the vehicle order and agreement before seeing the vehicle in person, which may make this a distance sale under the Consumer Contracts Regulations. The dealership is refusing to acknowledge or discuss this.

I 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. The customer has advised us of the following fault/s ;Timeline:• Faults/Aspects to investigate→ Engine faults (timing chain sensor failure, timing chain replacement, recurring performance issues, oil loss, exhaust fumes entering cabin, white smoke, vibration)→ Safety concerns (expired tyre repair foam, exhaust fumes in cabin)• When did each issue occur, dates and symptoms→ 16 Jan 2025 – Vehicle purchased→ 08 Apr 2025 – Engine warning light; Land Rover Assist diagnosed timing chain sensor failure→ 15 Apr 2025 – Sensor replaced→ 28 Apr 2025 – Engine warning light again; diagnosis: timing chain requires replacement→ 30 Apr 2025 – Vehicle admitted to Taylors Dunmow; courtesy car provided; vehicle off road ~1 month→ Jul 2025 – Recurring performance issues: loss of power through gears, rapid oil loss (weekly top-ups from mid-Aug), intermittent warning lights→ 02 Sept 2025 – Engine warning light; Land Rover Assist unable to identify fault; vehicle returned to Taylors; courtesy car provided→ 11 Sept 2025 – Vehicle returned; further sensor replaced; expired tyre repair foam discovered (expiry June 2024 – pre-sale safety failure)→ 13 Oct 2025 – Serious safety symptoms: oil low, exhaust fumes entering cabin, continued power loss; Land Rover Assist deemed vehicle unsafe; recovered to Taylors; courtesy car provided→ 24 Oct 2025 – Vehicle returned; another sensor replaced; oil filter replacement initially at customer cost, later covered by Lookers after challenge→ 22 Nov 2025 – New critical symptoms: white smoke from exhaust, front-end vibration, strong exhaust fumes in cabin; reported to LookersAt this time we do not need any further information from you. If we require information we will contact you again. The customer may contact you to obtain information, please endeavour to provide this to them where possible.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.

I believe I was mis-sold a RAC 'Platinum Plus' warranty for a car I bought from you. The terms of the warranty were not explained to me by your salesperson, nor was I given a copy. I have just tried to make a claim under the warranty and Assurant have refused to cover over half my claim based on exclusions that were not made clear to me when I bought the warranty. I feel that Lookers should cover the outstanding amount and compensate me for the inconvenience and hassle fighting the position with the insurers

To whom it may concern,I hope this email finds you well.To ensure I am following to correct escalation path, I am forwarding my Letter Before Action to you.Please do let me know if you need anything further.ThanksJessica Tansey________________________________________From: Jessica BrittainSent: 29 November 2025 12:50To: Steve MoateCc: Phil TanseySubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Steve,Apologies for the formalities here, however, feel this is necessary given the ongoing issues with the vehicle.LETTER BEFORE ACTIONRe: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025This letter is sent in accordance with the Civil Procedure Rules Pre-Action Protocol and constitutes a Letter Before Action. If this matter is not resolved within fourteen (14) days, I will issue legal proceedings without further notice.I purchased the above vehicle from Lookers Chelmsford on 16 January 2025 for over £27,000. Since April 2025, the vehicle has suffered persistent, serious mechanical defects and has been unusable for extended periods. Multiple repair attempts have failed to resolve ongoing issues.Below is the full chronology of faults:________________________________________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.This is a fundamental safety item. Its expired state on delivery indicates that Lookers did not carry out the required pre-sale quality or safety checks, further undermining confidence in the dealership’s quality control processes.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 cabinReported to Lookers as further evidence of the vehicle’s unacceptably poor condition over 11 months.________________________________________Legal PositionUnder the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and durable.The vehicle supplied has repeatedly failed in all respects. Multiple major engine component failures, persistent safety defects, recurring power loss, and long periods off the road demonstrate the vehicle is not of satisfactory quality nor durable.Furthermore, the discovery that the tyre repair foam was already out of date at the time of sale raises serious concerns about the adequacy of Lookers’ vehicle preparation and inspection procedures. This alone is a safety-critical oversight.Lookers have been provided ample opportunity to resolve my concerns and LandRover Assist/Taylor's ample opportunity to repair the vehicle. Despite this, the same categories of faults continue to arise. The statutory threshold for exercising the final right to reject is clearly met.________________________________________Final Right to Reject – Required RemedyDue to the ongoing mechanical failures, safety concerns, and the dealership’s inadequate quality control, I no longer have any confidence in this vehicle’s reliability. I have also received no progress on my prior request to have the warranty extended by 12 months back in September 2025 (over 11 weeks ago), which was more than reasonable. The warranty now only has 7 weeks' remaining.Taking the above into consideration, I am now formally exercising my final right to reject the vehicle under the Consumer Rights Act 2015.I require:1. The immediate return of the vehicle to Lookers at no cost to me, and2. A full refund of the purchase price, subject only to any lawful usage deduction, noting that the vehicle has spent prolonged periods off the road.________________________________________Personal CircumstancesMy husband and I are undergoing IVF treatment, which is physically, emotionally, and financially demanding. The unreliability of this vehicle — including breakdowns, sudden loss of power, and exhaust fumes entering the cabin — presents an unacceptable risk to my health and stability during treatment.I cannot safely or reasonably continue to use a vehicle in this condition. The continued distress and risk caused by these ongoing issues are wholly unacceptable.________________________________________Notice of Intended ProceedingsIf I do not receive written confirmation within 14 days that Lookers will accept the rejection of the vehicle and refund me in full, I will commence proceedings in the County Court without further correspondence.My claim will seek:• refund of the purchase price• damages for inconvenience, loss of use, and associated costs• court fees• any further remedies the court deems appropriateI trust that Lookers will resolve this matter promptly.ThanksJessica________________________________________From: Jessica BrittainSent: 27 November 2025 17:32To: Steve MoateCc: Phil TanseySubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Steve,No problem, I will collate that all and send over asap.That would be great if the service team could reach out.ThanksJessicaSent from Outlook for iOS________________________________________From: Steve MoateSent: Thursday, November 27, 2025 12:21:20 PMTo: Jessica BrittainCc: Phil TanseySubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Jessica,No problem. I hope you had a good time?If you can provide a timeline for me yes, including the date of purchase, when the first issue was detected, then the next etc etc. It will assist me with getting this resolved you as fast as possible.The white smoke could be caused by any number of things and as long as there aren’t any warning lights on the dashboard then it could be something like the exhaust system just regenerating and clearing the Particulate Filter.I can ask our service department to reach out to you to book the car in for a thorough check with a courtesy car if you wish?Many thanks,SteveSteve 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.From: Jessica BrittainSent: 26 November 2025 18:28To: Steve MoateCc: Phil TanseySubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,Thank you for your email. Apologies for the delay in my response; I got home much later from vacation than I anticipated.Can I just clarify a few points? When you say provide you with a timeline, do you mean from the date I purchased the vehicle?In terms of this current issue with the vehicle are you saying not to go through Roadside Assistance and come through you?If you can confirm, I can get the timeline over to you and call Roadside if required.ThanksJessica________________________________________From: Steve MoateSent: 24 November 2025 11:04To: Jessica BrittainCc: Phil TanseySubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Dear Jess and Phil,Thank you for your email dated Saturday 22nd November. I am sorry to hear of the issues currently being experienced in the vehicle.Having gone through your Health Check again I have a couple of points to raise if I may:1. In regards to the section in red: the second line down suggests 4.0mm remaining. The minimum for Land Rover Approved Used Standards is 4.0mm and would have been significantly higher than that during its preparation at the start of the year2. The section in red regarding the tyres. I have checked all our paperwork and there was no report of a tyre being cut to cords whilst going through our preparation. The minimum tread depth for a tyre to bring a car to Land Rover Approved Used Standards is 4.0mm so again, this would have been above 4.0mm 10 months ago when the car was prepped3. The rear tyres in yellow are all well over 5.0mm and again, above minimum Land Rover Standards. We again, have no record of the tyres being cracked whilst going through our preparation4. The cannister of tyre fluid I have of course agreed to replace as this is not acceptable to have an expired cannister in the carThe car has been looked after by Taylors so whilst we do still have an interest in the car, the works completed may well be the cause of the issue with the smoke etc. We, Lookers Land Rover Chelmsford, would like the ability to have a look at the car for you rather than Taylors. We can then ensure the car is looked after in the best possible way and ensure the car is looked after by ourselves and the Approved Land Rover warranty we put on the car.I am aware that you have experienced an issue with the cars Timing Chain in the past. I would like you to come back to me on an email detailing an accurate timeline of the issues, dates, parts changed etc.Many thanks and I look forward to hearing from you.SteveSteve 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.From: Jessica BrittainSent: 22 November 2025 18:33To: Steve MoateCc: Phil TanseySubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,I hope you are well.I am currently on holiday but my husband has driven my car. He has informed me that today it was misfiring, vibrating uncontrollably and white smoke coming out the exhaust. I am back on Monday and so will need to call roadside assist then.I have also had several quotes to carry out remedial works on the breaks as per the health check that I sent you. I’ve been quoted £1,200 to £1,600 with different providers. I cannot understand how doing an average number of annual miles can lead to the breaks deteriorating so significantly that they need to be replaced.I also haven’t heard anything regarding Lookers sending me the tire foam as per my previous email.With all this in mind, I have a few things I’d like to discuss and so will call you on Monday.1. I would like to understand an update regarding the warranty2. where are we with sending the foam?3. I do not have confidence that this vehicle is safe4. I would like to explore options of returning the vehicle at no cost to me due to breaches in the consumer act.Will speak Monday afternoon.ThanksJessicaSent from Outlook for iOS________________________________________From: Jessica BrittainSent: Monday, October 27, 2025 5:27:42 AMTo: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Steve,I’m sorry to hear that although, I hope you celebrated your birthday.Apologies, now attached.ThanksJessicaSent from Outlook for iOS________________________________________From: Steve MoateSent: Monday, October 27, 2025 9:19:48 AMTo: Jessica BrittainSubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Jessica,Thanks for the email. Unfortunately I worked all weekend and turned 47 so not the best lol.How about you?There was nothing attached….sorry.SteveSteve 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.From: Jessica BrittainSent: 27 October 2025 09:18To: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,Hope you are well and had a good weekend.Please see attached the invoice as requested. Please could you transfer the funds to the below account.Mrs J A TanseyAcc. No. 71591886Sort Code. 40-24-21You’ll also notice, I have attached the health check report where several items are in the red and amber. I believe Louise put aside the tyre repair kit for me to collect. Is there any chance you'd be able to send that to my address please?Could you send me a quote to have the brakes remediated please?Thank youJessica________________________________________From: Steve MoateSent: 11 October 2025 15:50To: Jessica BrittainSubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Jessica,I am sorry to hear that. Please do keep me updated.The Land Rover digital systems are still down. We have been advised that LR are slowly trying to re-establish digital connections with the retailer network but this is taking longer than anticipated.I do apologise for the delay.SteveSteve 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.From: Jessica BrittainSent: 11 October 2025 11:13To: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,I have roadside assistance coming out to me again today as I have the smell of exhaust fumes in the vehicle.Are you able to provide me an update at all please?Thank youJessicaSent from Outlook for iOS________________________________________From: Jessica BrittainSent: Monday, September 22, 2025 11:10:11 AMTo: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Steve,Thank you for your email.I appreciate the cyberattack situation so understand it may take longer to resolve. Please do keep me updated.Thanks againJessica________________________________________From: Steve MoateSent: 22 September 2025 11:02To: Jessica BrittainSubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Hi Jessica,Thanks for the answers.Firstly I am really happy that the works have all been covered under the warranty that came with the car. Secondly (more so when issues like this do arise) I am happy that you have been able to continue with your day to day activities with the use of a loan car.You may have read in the news that LR were unfortunately hit a cyberattack. This has knocked out a fair few of our systems so in this instance we would usually raise a CRC case with Land Rover, explain the situation and ask for the warranty to be covered for an additional 12 months as a goodwill gesture. This line of communication is down at the moment but the moment this line is re-connected we will raise a case and send it through to them for review.At this time I cannot give you a timeframe on this. Land Rover are working 24/7 to resolve the issues and re-establish our communications.I have flagged your email on my system and will raise a case immediately upon notification we are able to do so.Many thanks,SteveSteve Moate Used Car Sales ManagerChelmsford Land RoverT: 01245 611 111E: StevenMoate@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Cuton Hall Lane | 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: Jessica BrittainSent: 22 September 2025 10:52To: Steve MoateSubject: Re: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Hi Steve,Thank you for your swift response.Please see below answers to your questions in red.1. If any of the below works you have physically paid for or was it all covered under the warranty on the car? - I have not paid for any works carried out2. Whilst the car was in the workshop, was a courtesy car provided for you? - I was provided a courtesy car3. Finally, how many days were you without your vehicle whilst the repairs were being carried out? - When required a courtesy car, I was without my vehicle for 10 days and 31 days individually.Thanks again.Jessica________________________________________From: Steve MoateSent: 22 September 2025 09:43To: Jessica BrittainSubject: RE: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025Dear Jessica,Thank you for your email yesterday. I am very sorry to hear of the issues you have experienced with your car.Before I speak to Taylors, could you tell me please come back to me with the answers to the below:1. If any of the below works you have physically paid for or was it all covered under the warranty on the car?2. Whilst the car was in the workshop, was a courtesy car provided for you?3. Finally, how many days were you without your vehicle whilst the repairs were being carried out?I appreciate the questions above but I need to gather an understanding of all the facts before I can sit with my peers and discuss the situation in more detail.Once more, I am very sorry for the issues you have experienced. It is never easy to read about experiences such as yours.Many thanks,SteveSteve Moate Used Car Sales ManagerChelmsford Land RoverT: 01245 611 111E: StevenMoate@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Cuton Hall Lane | 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: Jessica BrittainSent: 21 September 2025 19:22To: Steve MoateSubject: Range Rover Evoque – Registration KM70 PNZ – Purchased 16 January 2025External Sender: Confirm legitimacy before acting.Dear Steven,I am writing further to the purchase of the above vehicle from your dealership on 16 January 2025 at a price in excess of £27,000.Since acquisition, the vehicle has proven to be consistently unreliable and has required roadside assistance on four separate occasions. Specifically:• Replacement of a timing chain sensor.• Replacement of the timing chain itself (this and the above incident occurred within the first 12 weeks of ownership).• Replacement of an air mass meter/sensor.• A further unresolved fault, currently under investigation.On each occasion, the vehicle has been transported for diagnostics and repair to Taylor’s in Dunmow.In addition, during the health check of the vehicle prior to it being released back to me after the replacement airflow sensor, it highlighted that the tyre sealant expired in 2024 which was before I purchased the vehicle. I appreciate this is in the process of being resolved, however, this negligence evidences the failure to diligently carry out quality and safety checks prior to the sale.Legal PositionUnder the Consumer Rights Act 2015, a vehicle must be of satisfactory quality, fit for purpose, and as described. Given the frequency and severity of these mechanical issues, it is evident that the vehicle supplied does not meet the standard of quality reasonably expected, particularly in view of the substantial purchase price.My position is that trust in the vehicle’s reliability has been materially undermined. A customer in my position would be entitled to pursue more formal remedies under statute, including rejection of the vehicle or a claim for damages.Proposed ResolutionHowever, rather than pursuing what would inevitably be a lengthy and costly legal process, I propose a straightforward and pragmatic resolution:That Lookers Chelmsford extend the existing warranty by a further 12 months at no cost to myself.This represents a proportionate and reasonable outcome that avoids unnecessary escalation, while giving me a degree of reassurance in the product supplied and protecting Lookers’ reputation as a retailer.Next StepsI trust this matter can be resolved amicably. Please confirm your agreement to the above proposal in writing within 14 days of the date of this letter.Should I not receive a satisfactory response within that timeframe, I will have no alternative but to take further advice and consider escalating this matter through the appropriate legal and regulatory channels.Yours faithfully,Jessica Tansey

I recently purchased an approved used Range Rover Velar from Lookers Land Rover Chelmsford. The cost of the vehicle was £35k. On test driving the car, the electric boot lift was not working and the steering wheel was out of alignment. I did make the salesman aware. I collected the car late afternoon the day after the test drive. The electric boot lift was still not working, but I was told by the salesman that it would sort itself once I had driven the car around. On the way home the steering wheel was still out of alignment. I contacted Lookers booking line to get the faults looked at and I was told that it could not be fitted in at Lookers Chelmsford until late December. I explained that this was not acceptable and I was told that there may be availability in London or Bishops Stortford, but the they would prefer it was taken back to the Chelmsford dealership. I live in Suffolk, so nowhere near London or Hertfordshire. I was then given the Jaguar Land Rover Client Care telephone number to make a complaint. I called the Client Care number and they could not even find me on their system as the new owner of the vehicle, despite this call being made 2 weeks after I had purchased the vehicle. I was asked to email them my V5 which I did and they then contacted another Landrover Dealer - Group 1 in Norfolk which is close to where I live to get my vehicle booked in sooner to get the faults looked at under warranty. I was given the number for Group 1 Land Rover in Norwich who helpfully assisted in getting my car booked in with them on 01st December. The Land Rover Client Care member of staff told me that he would email the Service Manager at Lookers Land Rover in Chelmsford requesting he call me to discuss why an approved car had been released to me with the faults that I had already highlighted. This was 12 days ago and to date I have not received any call from anybody at Lookers Land Rover in Chelmsford. I would expect a better level of customer service from Lookers Land Rover. The above is a review I have placed on Trustpilot.

I purchased the above vehicle from you on 15 January 2025 for £28,375.50, financed through Land Rover Financial Services.As you are aware, I reported a recurring fault with the infotainment system on 24 March 2025. The vehicle has since been returned to your workshop on two occasions, but the fault persists and remains unresolved.I appreciate the efforts that have been made, but it is now clear that this issue is not being rectified. I therefore need to consider my position under the Consumer Rights Act 2015, which gives me the right to a price reduction or final rejection if a fault cannot be repaired satisfactorily after one attempt.I am keen to avoid escalation through Land Rover Financial Services or the Financial Ombudsman Service, and would prefer to reach a fair and pragmatic resolution with you directly. Options might include:• A refund of part of the purchase price to reflect the ongoing defect, or• A goodwill payment/contribution to reflect the inconvenience, or• Exploring an alternative vehicle or replacement arrangement.I would welcome your proposal within 14 days so that we can resolve this amicably and without the need for formal escalation.

Between September and October 2025 my Range Rover was repeatedly misdiagnosed and inadequately repaired by Land Rover Chelmsford.I initially reported loss of power, shuddering and “restricted performance” warnings, providing video evidence. The dealership returned the vehicle saying the fault could not be replicated. Soon after, the same fault recurred and Land Rover Assistance attended, immediately diagnosing a failed throttle body / turbo inlet component a known mechanical issue they routinely replace under warranty.When I returned the car to Chelmsford I was later charged around £500 for replacement of the same part. However, when inspected, the throttle body remained broken for the identical fault and the fitted component did not appear to have been replaced at all. I provided photographs to Ruby showing this and requested a full refund.Ruby later stated that the extended warranty had “declined” the repair because a plastic clip was broken rather than a failed mechanical component. Yet when Steve in the service department checked the system in her absence, he confirmed there was no record of any warranty refusal. The explanations I received were inconsistent and unsupported.As a result, I suffered two breakdowns, multiple visits, and unnecessary cost for work that should have been completed and covered under warranty. After repeatedly chasing up both Steve and Ruby for a response from the service manager as advised no one every came back to me.