I am writing to formally raise a complaint regarding the ongoing issues with our Land Rover Defender EA24YLC and the unacceptable level of service we have received in relation to this matter.Please refer to the below email previously sent by my wife to your office (included below), which has still not received any response. The absence of any acknowledgement or update is extremely disappointing.Since our vehicle was taken in, we have received no proactive communication from Land Rover regarding the progress of the repairs. Every update we have received has only come after we have chased your team by telephone.Furthermore, we have not been provided with a comparable replacement vehicle. As a family of six, the vehicle supplied is not suitable for our needs and prevents us from travelling together. Given that our vehicle is a Defender designed specifically to accommodate our family requirements, it is entirely reasonable that any replacement provided is like-for-like, namely a Land Rover Defender 130 or equivalent seven-seat vehicle.On three separate occasions we were advised that our vehicle would be returned in early March. However, during our most recent call today we were informed that the expected completion date has now been moved to the end of April. This continual movement of timelines without any communication from Land Rover is unacceptable.This situation is further compounded by the fact that this is the third significant issue we have experienced with this vehicle within the first year of ownership, which is entirely unacceptable for a brand new vehicle of this value and standard.We also remain responsible for the ongoing finance payments for a vehicle we are unable to use, which is clearly unreasonable.We are due to travel away as a family during the Easter holidays, and it is therefore essential that this situation is resolved immediately to prevent heavily inflated costs for parking and travelAccordingly, we require the following:1. Immediate provision of a like-for-like replacement vehicle, specifically a Land Rover Defender 130 or equivalent seven-seat vehicle, until our vehicle is returned.2. If this cannot be arranged immediately, we expect appropriate financial compensation to reflect the fact that we have been deprived of the use of our vehicle whilst continuing to meet our finance obligations.3. A clear written update on the status of our vehicle and the confirmed completion timeline.Given the seriousness of this situation and the poor level of service received to date, I expect to receive a telephone call from a member of senior management tomorrow to discuss the immediate resolution of this matter.For clarity, we have been loyal Land Rover customers for many years and have purchased multiple vehicles for both personal and family business use. It is therefore extremely disappointing to find that when issues arise, our concerns are ignored and basic customer service standards are not met.If this matter cannot be resolved promptly, we will have no option but to escalate the issue formally through Land Rover Customer Relations and pursue further remedies available to us.I look forward to your urgent response.On 16 Mar 2026, at 18:01, Louise Squibbwrote:Sent from my iPhoneBegin forwarded message:From: Louise SquibbDate: 20 February 2026 at 12:31:46 GMTTo: alexsteele@lookers.co.ukSubject: EA24 YLCHi Alex. It’s Louise Squibb, I spoke with you briefly regarding our defender that broke down yesterday.I was old yesterday that someone would be here in the morning to collect our car, I did ring first thing this morning but no one got back to me then when I rang back I was told by you it was off side assist which is fine but the frustration there is that so much time had been waisted- I’ve got kids off for half term and we can’t leave the house. I’ve just contacted them and now waiting for them to get back to me regarding a courtesy car with enterprise as you don’t have any in at the min to provide. I’m worried that it’s midday now my car is still out on a busy road with cars speeding past with a good chance it could get hit, our car is always parked on our drive. Also I know it’s not your fault but last night I was waiting for off road assist for 5 hours I had my children with me I couldn’t even lock the car it was freezing my husband was away he had to get back just so I could get home with the kids. We was then told by the mechanic he was told there was nothing he could do and that a tow truck needed to come so he drove past us and went on to another job, I don’t know who gave him that instruction? But originally we was told we was priority so with some ones miss communication it became a stressful situation which I’m sure you can understand.I’m not complaining to you personally I just need the manager or someone to understand all the issues I’ve put forward to you today.Kind Regards,Louise Squibb

cust had water coming in the windscreen and has been charged for diag,then a repair but has also been charged an additional £238 for the retest.The cust is inquiring why she has been recharged for a retest. can you investigate

Email 10.03.2026:Adding JLR Customer Complaints Team based on lack of resolution.I also attach the full history of the complaint dating back over 2 years, can someone pls call or email me back to get this resolved please?On Mon, Feb 23, 2026 at 9:35 PM Tom Huntwrote:Stephen,Can I please follow up on progress regarding the below pls?My last point of contact was with Amber Smith, (attached, dated 10/17/2025 attached) but upon following up with her the message now bounces back, so I don't know if she has left the business?I also attach the full history of the complaint dating back over 2 years, can someone pls call or email me back to get this resolved please?Thanks,Tom07802465550On Fri, Sep 26, 2025 at 12:50 PM Stephen Symmonswrote:Good Afternoon Mr Hunt,I am sorry to hear that you are experiencing further issues with the massage seat function on your Range Rover.Firstly may I apologise for the delay in a resolution and the wasted journey you experienced on 25th September.Please may I ask for your patients while I carry out an investigation into your concerns and assist you in a satisfactory resolution. I will liaise with our warranty administrator and our workshop controller and revert early next week, once I have gathered the necessary information. I will speak with our parts manager today, to ascertain the availability of the required part.If you have any further questions I would be happy to help.Kind Regards,Stephen Symmons Customer Service ManagerChelmsford Land RoverWhom it may Concern,+ Joe Mitchell from Land Rover Chelmsford Service DeptIn follow up to my email of August 27, I today attended my scheduled 25th September appointment at Land Rover Chelmsford in expectation of the persisting, specific fault with the driver side lumbar adjustment and massage seat functionality repeatedly described above would be remediated as it has on the past 2 occasions (once in Aug 23 at cost of £2k, and again in 06/11/2024 under warranty of the repair from Aug 23) with replacement of a lumbar seat module.My expectation of this outcome was informed by the conversation I had upon scheduling the appointment, whereby the assistant informed me that the issue would be covered at no cost to myself given that the repair to the issue had failed again in less that 1 year, and would thus be covered by repair warranty (this expectation is referenced in my email of 27th August).Instead, upon arrival at the appointment today, I was informed that there would be a diagnostic charge of c.£250, for what is a known, specific, persistent fault with the vehicle that I have reported and complained about previously, and that part necessary to resolve this known and documented issue was neither on site, nor had been ordered. This resulted in a wasted trip to Land Rover on my part, and as you will see form the chain above, this is not the 1st time this has happened with this issue.Upon leaving the dealership with no resolution, Joe Mitchell informed me that he would escalate to his management on the subject of whether the repair would be covered under the 1 year warranty given that it this has occurred for a second time. I find the fact that Land Rover would attempt to challenge the cost of a repair that cost £2000 but has lasted less that 1 year on 2 occasions incredibly disappointing from a reliability and customer satisfaction standpoint.As you can see from the email chain above, this issue has been ongoing for some 2 years. Can the required part please be ordered and an appointment for it to be fitted be scheduled as soon as is practicable.I look forward to your response,Kind Regards,Tom Hunt07802465550On Wed, Aug 27, 2025 at 10:23 AM Tom Huntwrote:To Whom it may concern,I am following up in relation to the persistent issue with my Vehicle (reg FT18 CXB) commencing in Aug '23.The issue is in relation to a persisting, specific fault with the driver side lumbar adjustment and massage seat functionality whereby:lumbar adjustment and massage seat functionality does not function upon selectionupon selection, massage seat functionality works for a few seconds after c. 5 mins, then stopsThe issue has been remediated twice (once in Aug 23, and again in 06/11/2024). On both occasions the issue was resolved with the replacement of a lumbar seat module.As of Aug '25, this same issue has surfaced again and I would like to have this resolved as soon as possible.The car is booked into your Chelmsford branch on 25th September. The purpose of this email is to maintain the paper trail on this persistent issue.Thanks in advance,TomOn Wed, Jul 3, 2024 at 11:26 AM Tom Huntwrote:To Whom it may concern,This is a formal complaint in relation to a persistent issue with my Vehicle (reg FT18 CXB) commencing in Aug '23According to my records, the vehicle has been in for issue 'diagnosis' with Lookers Chelmsford on 09.02, 22.03, 24.04 (miss-booking by Staff Member (Kieron, now left business)) and finally 26.04 resulting in my escalation to Anne-Marie Sparks through Kieron.The issue in for diagnosis is a persisting, specific fault with the lumbar adjustment and massage seat functionality whereby:lumbar adjustment and massage seat functionality does not function upon selectionupon selection, massage seat functionality works for a few seconds after c. 5 mins, then stopsThis issue was resolved by Lookers Chelmsford in Aug 23 at significant cost and, given the specificity of the symptoms, is clearly a repeat issue so I am unclear why such a lengthy and inconclusive diagnosis is required. Indeed, my escalation to Anne-Marie Sparks was based on my dissatisfaction at Lookers' continuing inability to 'diagnose' a known issue and then attempting to invoice me for this.In a meeting with Anne-Marie Sparks at the dealership on 26.04, key takeaways were:Records relating to the issue resolution in Aug 23 were paper-based and no longer held on-site, necessitating requirement to obtain said records, a process I was told would commence immediately.Anne-Marie Sparks noted she would be going on annual leave shortly but would revert with an update prior to this.Anne-Marie Sparks noted she would escalate to her manager to ensure cadence based on my continuing dissatisfaction and aged nature of issueIt is now 02.07. I have called Lookers Chelmsford for an update on 21.05, 10.06, 18.06, 19.06, 21.06, 26.06 but have received no response. Additionally, I emailed Anne Marie directly on 06.26 (attached) and I have received no response.I would appreciate you escalating this issue and attempting to bring this persistent, aged issue to a close.Thanks in advance,Tom Hunt07802465550Mallard LodgeRoundwood AvenueBrentwoodCM13 2NG

cust waiting since January , 2024 purchased a 3 year old with a land rover warranty/service plan.advised the customer of the service plan and all the benefits, took out the service plan Dec 2025 oil service light on car but asking for it. Booked in ahead of schedule service at no charge and then would need booked in again and the cost would be £800 as part of the service. Cust went away and done some digging regarding the service plan. Cus thinks she is being charged incorrectly. eventually spoke ti Ann marie Sparks who was supposed to call the cust back but there has been no contact. Amount charrged as opposed to the plan and why the difference in pricing.

I have visited on a few occasions for various things to be done to my Defender. I have every time been lucky enough to have Bethany deal with me. She is professional, very helpful and her communication is excellent. I have been kept updated every step of the way. She is a real credit to your team and definitely a reason why I would continue to use this location. Customer Service people like her are very hard to come by now. I work in the Sales and Service industry too and it is always difficult to find someone who is as keen and happy in their work as she is and nothing has ever been too much trouble. As an observation the whole Service Team here seem very good.

Original complaint logged against the wrong dealership on the 02.03.26ARG 134- mark Fitzgerald at Chelmsford lookers. My car was called back for a security check and I collected it and the left side bar won’t go in now after it’s been through the software. I told mark and he said this can be investigated at a price ! Good morning Claire, I think the security update would have reset the settings, please try to turn off the side steps in the settings screen and let me know please. Kind Regards Mark. Hi mark thank you for sorting the security check today. I just wanted to inform you that the left-hand side bar isn't going in at all since I picked it up, it's out permanently. The right side we had turned off but it's on now and seems to retract ok. I will need to bring it back to be corrected as not sure why it's not going in since you had it. Many thanks Claire Hi Mark I’ve tried this but it’s still staying out on left side , driver side is retracting . Thanks Claire Hi Claire, Ok, shame that has not worked. We can investigate the side steps, but there will be an investigation fee of £285.60 for this. Please let me know if you would like to book back in? Kind Regards Mark. This was my last email And I’ve Hi Mark I appreciate your message but this was working before the call back? I won't pay for a problem that wasn't there before! This should be booked in and sorted as a problem caused from your end not mine. Regards Claire had no reply?

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Peter Li, CL21REH.Please provide a comprehensive response to this complaint, even if you believe this is now resolved, including supporting correspondence and evidence within the next 10 working days.Important: You are required to support customer complaints around the quality of goods provided as provisioned within the Consumer Rights Act 2015 and under the terms and conditions of the agreement with Black Horse Ltd, to support an appropriate solution.If we do not receive a response or sufficient information from you within 10 working days, we will decision the complaint based on the information we hold and may seek redress from you for any reasonable costs incurred.Vehicle/Finance InformationInception date: 28/01/2026Date of complaint: 27/02/2026Goods details: Land Rover Defender Diesel Estate 3.Registration number: CL21REHNew/Used: NewMileage at POS/POI: 0Current mileage: 824Agreement number: 103397696 Price of goods (at sale): 77,960.00Advance amount: 55460Deposit amount: 22500Term: 49 months.PCP/HP: PCPPCP mileage: 24500Dealer name: Lookers Land Rover ChelmsfordDealer number: 57826101The following information outlines what the customer has told us and may not be the opinion of Land Rover Financial ServicesComplaint Detail Customer’s Preferred ResolutionFaults –- Nox Sensor issue.Complaint -- 17 February – The customer noticed a warning light appear on the dashboard while using the vehicle.- 18 February – The customer contacted you about the issue. You advised that you would contact Land Rover Assist to attend the vehicle and diagnose the fault. Land Rover Assist arrived the same day, diagnosed the vehicle, and advised that the likely issue was the NOx sensor. They confirmed they could not repair this roadside and that the vehicle would need to be seen by you.- 20 February – The customer contacted you for an update on when you would be collecting the vehicle to investigate the issue. You responded that you would look into it and get the service team to contact the customer as soon as possible.- 23 February – The customer contacted you again as they had not heard anything. They received no response.- 24 February – The customer contacted you again, and you advised that you would look into what was happening and started investigating the information on your side.- 25 February – You contacted the customer and advised that you were arranging for a courtesy car to be available from 26 February, and asked the customer to bring the vehicle in on that date.- 26 February – The customer brought the vehicle to you and collected the courtesy car. You advised the customer to contact us to log a complaint.- 27 February – You advised that you had repaired the customer’s vehicle and were now performing tests to confirm the issue had been resolved.RepairReplacementWe require the following information from you, where applicable1. Evidence/confirmation of any pre-sale vehicle checks that were completed.2. Please provide a copy of the vehicle advert3. Was there any negative equity included in the finance amount? Please also provide a copy of your sales invoice.4. Was there any external contribution towards the deposit e.g., manufacturer contribution / government contribution / scheme/ allowance?5. What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation, if applicable6. A full timeline of events from POS until now of when vehicle has been seen, outlining reasons why, what work was carried out, when and why and to include discussions/conversations had with the customer, cause of any issues/concerns raised i.e. wear & tear, lack of maintenance etc.7. Evidence/confirmation of any diagnostics/repairs completed, this to include specific dates, mileages, specifically what was carried out and why?8. Confirmation of service history9. Are you aware of any modifications made to the vehicle either before, during or after the sales process? These will include any enhancements to the vehicle’s engine (remapping), the fitting of a Ghost Immobiliser or any accessories put on the goods. If you are aware of any of these, could you please give us more detail of how these were added i.e. were they included within the Finance Agreement?10. Any other comments/evidence you feel are relevant.11. What will you do to resolve the complaint?We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.This email is 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.Jaguar Financial Services and Land Rover Financial Services are trading styles of Black Horse Limited.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.Jaguar Contract Hire and Land Rover Contract Hire are trading names of Lex Autolease Limited;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 related regulated and insurance mediation activities.

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