I purchased a Defender 110 in May 2024. I purchased a service plan with it. When I tried to book a service at Harwoods I was told I had no service plan. I later found out the service plan was valid only in Lookers dealerships. Even worse than that you just closed the Battersea one which was the only one that was suitable for us. I would have never purchased the service plan if I had been aware it wouldn’t be valid in Harwoods which is our closest dealership. I would like to request a full refund r an exchange of plan so that I can use it in Harwoods too.

cust has been trying to book a service from November 2024 as needs a cc car. The cust tried to get booked in fro a test drive whist his vehicle was in for service. Cust has been trying to get through again and with a CC it will be the end of March, vehicle is overdue the service. cust is very frustrated with the service

My car ran without issue prior to visiting Lookers, Colchester. Having paid a fortune for a service in September, My car has now had multiple warning lights come on. The first issue was due to the camera's not functioning. I had over a month with no lane assist or emergency braking. I then had a loud squeeking noise at cold start. A week or so after service. Lookers advised the timing belt and idle pulley needed replacing despite this not being highlighted at service.The day time running lightwas also inoperable.I arranged for the camera's to be repaired and was given no explanation as to why these suddenly stopped working after the service.I then arranged an appointment for the headlight to be replaced, at the same time as the timing belt and pulley. In the meatime, I had another warning light come on to check the engine coolant. Again, the car has just been serviced!Having tried to check the coolant I was unable to gain access to the engine bay, the release is now not working. It can only be opened with two people.Once I had managed to check the coolant level, it was an inch over the max fill line. I asked the garage to look at this when I had the headlight replaced and was advised they had checked it and the level was fine. However, once again, the warning light came back on. After checking it again, it is overfilled.The service and quailty of repair is absolutely not what I expect from JLR. I had plans to purchase a commercial Defender, however I will not be pursuing this purely due to the poor service recieved.

Good morning,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.Customer Name: Justin AmbroseRegistration: AM19KAYInception Date: 25/03/2023Date Of Complaint: 12/01/2026Goods Details: Land Rover Range Rover Sport EstateNew/Used: UsedMileage At POS/POI: 48481Current Mileage: 65000Agreement Number: 118782482The customer has advised us of the following fault/s ;• Electrical fault• Hybrid system not functioning• Vehicle intermittently not starting• Traction battery fault• Auxiliary water pump issue• Dispute over warranty coverageAt 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.

Thank you for your reply following my TrustPilot review.As mentioned, on handover I found the paintwork wax chipped where it appears the key was used to unlock the drivers door, in addition to this, when you pull the door handle open, the handle has not fully painted over the edge and you can set the primer.Upon starting the ignition there was no fuel in the tank even though the sales person said he had been to half full the tank.The fuel was resolved as he drive the car to the filling station and put half a tank of fuel in. The car now needs to be booked in for a smart repair but I am concerned this may not come up as good as new as the paint has chipped right down to the metal.I had also paid to have Gardex so I was surprised to see the rear of the car not totally clean when it was sitting in the handover bay and made me wonder whether the Gardex had been properly applied.This is not the experience you would expect from a premium brand main Land Rover dealer .I look forward to your further correspondence

Good afternoonI 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: Mr Marc CohenRegistration: AY25ORTInception Date: 01/03/25Date Of Complaint: 23/12/25Goods Details: 1 LAND ROVER RANGE ROVER EVOQNew/Used: NewMileage At POS/POI: 0Current Mileage: 9000Agreement Number: 579036116The customer has advised us of the following fault/s ;• Roof glass on passenger side vibrating• Dashboard noise• Front doors noiseAt 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.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.

Prior to our conversation, I’m am writing in with my complaint. I purchased a Land Rover evoque reg: LR69LCJ in late December and picked it up in early January 2025, there were some delays due to it not being right to leave the showroom at the time of purchase. I believe I paid around 24,995 for the car. After day 2 or 3 of driving the car, the engine light came up, this concerned me greatly as I’d just returned a vehicle of the same age and model due to the same issue. I took it back and told them about my concerns. They told me they will sort it out. It was returned to me and then other issues arose. The chair kept locking me in. I have the chair close up to the pedals as only 5ft 2, sometimes the chair wouldn’t go back to let me out. This was very difficult for me as I have a tumour that has returned on my thigh bone. To get out of. That chair was like being a contortionist and the pain due to the tumour was excruciating. The screen kept flickering and also would not stay connected to car play. My car went back more times than I can remember. I live in London and I kept having to drive to Colchester to return the car. This was added pressure on me and my health issues.Eventually they started to collect the vehicle from my home and deliver it back to me.They were waiting on a back order for some leads for the console but said it may need a new one. Thur replaced the leads and told me it was all fixed. As soon as I drove the. Car, the console started to disconnect whenever I went over a bump in the road so it was not fixed. The car would also randomly brake when there was no other car in front of me, this happened several times and I think was very dangerous if I had had a car behind me. They couldn’t find the issue. This didn’t meant it wasn’t happening, I have enough going on in my life than to make up silly issues and this is the impression I was given toward the end, like I was imagining it. I had asked for a replacement car or refund early on in fact as soon as the first issue showed itself 3 days after collection.This was turned down and I was told all issues will be fixed. This did not happen despite the car returning many times for a check over. In the end I could see that the warranty was coming up and I’d be left with a car with multiple issues to fix. I decided to get a car on Motorbility to avoid stress which would exacerbate my cancer. I spoke to the head of finance and asked for the 10th or so time for a refund. He said no as they had fixed the issue. They had not and I have video proof the console was still not working. He said he’d buy the car from me. I recieved £9000 less than I paid for that car and I’d had it for 9 months so the car had depreciated in value by £1000 pounds per month? I feel l shoudve been paid more for my car but I was in a rush as my entitlement to get a Motorbility car was due to run out the following month and I felt too ill and stressed to fight. I am now asking you to look at this for me please as even though I wouldn’t be necessarily get a full refund, I think I am owed more than what I was paid in the space of 9 short months of owning the car and the amount of time they had the car for. Not to mention the stress of going back and forth, it wasn’t fair, I expected a better experience from Land Rover, you are the most prestigious make in the Uk. I hope that you can help me with the resolution I’m looking for which is more money as I believe I was truly short changed and caused unnecessary stress while very ill.

Vehicle booked in for sensor replacement. Despite advising of the issue LR Colchester did not order part which could have fitted in conjunction with recent first service. The delay between advising of fault and today is unacceptable - The tracking data/app provided on SMS by service department is ineffective as no progress was evident in 8hrs - as a result of not seeing progress on the tracker i called the service department only to be told the part ordered was faulty (I am unconvinced of the truth of that statement) The time is now 16.15, I have several meetings diarised for tomorrow and now have to make arrangements for a replacement vehicle - I question if I had not chased for an update whether or not I would have been contacted, apparently a replacement part has been ordered and is to be fitted tomorrow. The service advisor informed me that the vehicle had been booked in for two days, this came as a complete surprise to me as i would firstly questioned why so long for such a minor repair and secondly had I agreed for a 48hr loss of my vehicle I would have made arrangements for a replacement vehicle. After recovering my vehicle i will not be returning to this dealership.

I brought my hybrid car in for works to resolve intermittent EV mode. Car would not start or run in EV mode on demand, ie, when it is needed. Having first waited for 6 weeks for an appointment, Land Rover Colchester failed to attend to the matter despite the car being on site for 2 days. Clearly no attempt was made to resolve or even investigate the fundamental fault of a hybrid car that won't run in Hybrid mode. A software update was performed which was incidental to the main reason for works. A secondary issue of intermittent fault with sat nav could not be fixed inside two days and I am required to wait another 2 months for any help. By February, this car will have been without hybrid mode for 4 months of its 14 month life: that's absolutley shocking but not as shocking as the attitude from LRC, which is to deflect, defer and any other way bypass any responsibility for the fact they (LRC) have cocked up. (apols for language).The attitude from LRC is deplorable. There has been no attempt to resolve the matter in a timely manner and, tellingly, no contact from any senior management to take control of this situation before this point and effect a meaningful solution. A shocking shambles.

Good Morning JamesThank you for your email,As the warranty is non regulated this would not be something our team would deal with.@Customer Feedback – please could you arrange for this to be logged and referred to the dealership.Many thanks.Regards.F and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: James HuntSent: 05 December 2025 09:15To: F and I ComplaintsSubject: FW: Land Rover Colchester Important UpdateGood morning,See below.Thank you,James Hunt Business ManagerLookers Land Rover ColchesterT: 01206 216 900E: JamesHunt@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Axial Way | Colchester | CO4 5XBCONFIDENTIALITY 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: Efy DinSent: 05 December 2025 08:40To: James Hunt; Brandon MurraySubject: Re: Land Rover Colchester Important UpdateExternal Sender: Confirm legitimacy before acting.Dear James/Brandon,Thank you for your email and for forwarding the RAC warranty documents.Having reviewed them, I must raise this as a formal complaint regarding how the additional year of warranty was sold to me when I purchased my Range Rover Sport from Land Rover Colchester in December 2024.At the time of purchase, I was informed that the extra year of cover would continue the protection provided by the Land Rover Approved Used Warranty, including important benefits such as the use of a courtesy car during warranty repairs. It was on that basis that I agreed to purchase the additional cover.I was not told that the second-year warranty would be a third-party RAC product with significantly different and more limited benefits, nor was it made clear that the courtesy car provision available under the JLR Approved Used Warranty would not apply. Had this been properly explained, I would not have agreed to buy this product.The salesperson who handled my purchase has since left the business, which makes it difficult to clarify what was communicated at the time. However, under FCA rules, the responsibility lies with Lookers, as the regulated firm, to ensure that all insurance products are sold in a manner that is clear, fair and not misleading (ICOBS 2.2). The discrepancies between what I expected and what was actually sold indicate that the product was not accurately represented, constituting a potential breach of the Consumer Protection from Unfair Trading Regulations 2008 and the Misrepresentation Act 1967.I purchased the additional cover in good faith to maintain the same level of Land Rover warranty protection for the second year. In light of the above, I request:• Cancellation of the RAC warranty and breakdown products; and• Replacement with a JLR Approved Used Warranty, or an equivalent manufacturer-level warranty that includes courtesy car provision during warranty repairs, reflecting the cover I believed I was purchasing.To assist in resolving this matter, please provide copies of the order form, any documentation provided to me at the point of sale, and any internal notes or records relating to the sale of the warranty.Please confirm that this has been logged as a formal complaint and that I will receive your final response within the FCA’s required timeframe.I look forward to your prompt resolution of this matter.FYI: I contacted gdpr@lookers.co.uk on Monday the 1st of December, as advised by you but I still have had no reply from them.Kind regards,Regards,Mohammed Din________________________________________From: James HuntSent: 01 December 2025 16:42To: Brandon MurraySubject: Land Rover Colchester Important UpdateGood evening valued Customer,I hope you're doing well. I wanted to inform you that Evie Bond has recently left the business. As a valued client, we want to ensure a smooth transition for you. Moving forward, either myself or Brandon Murray (who is cc'd on this email) will be your primary point of contact. Should you need any assistance, feel free to reach out, and we’ll be happy to direct you to the right resources.Thank you for your continued partnership, and please don’t hesitate to contact us with any questions.Best regards,James Hunt Business ManagerLookers Land Rover ColchesterT: 01206 216 900E: JamesHunt@lookers.co.ukjaguar.co.uk | lookers.co.uk/jaguarlandrover.co.uk | lookers.co.uk/land-roverREG OFFICE: Axial Way | Colchester | CO4 5XBCONFIDENTIALITY 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.