To Whom 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 selection• upon 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 selection• upon 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

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