I wish to make a formal complaint regarding the service I received today from the vehicle service department at Lookers Volvo Colchester.My vehicle was purchased from you with a service plan, and this service appointment was booked at the end of April 2026, providing more than two months' notice for today's appointment (29 June 2026). This should have given ample time for all necessary resources and parts to be available.I delivered my vehicle to your dealership at 08:30 and was advised that the service and MOT would take approximately three to four hours.At approximately 12:15 I received a missed call from a mobile number. I assumed (incorrectly) this was from Lookers so I called at around 12:35 but was unable to reach anyone in the service department. I called again at approximately 13:30 and was informed that both the service and MOT had been completed successfully. I was asked to allow approximately 30 minutes for the paperwork to be prepared. As it would take me at least that long to travel to the dealership, I advised that I would come to collect the vehicle.I arrived shortly after 14:00 and spoke with the same member of staff, who again confirmed that everything had been completed and that the paperwork would be emailed to me. I paid the MOT fee.At this point, another member of staff (the lady who had originally advised me of the three-to-four-hour completion time) commented that she believed the service had not actually been completed. I was asked to wait while this was checked.I was then informed that technicians were still fitting an air filter and that the vehicle would be ready shortly.At approximately 15:00, I was finally given the keys. I was then informed that both the air and oil filters were unavailable and therefore could not be replaced. I was advised that these parts were on order from Sweden and that I would be contacted once they arrived.I find this wholly unacceptable. You had over two months' notice of the booking, knew the exact vehicle involved, and knew the scheduled work required. It is difficult to understand why the necessary service parts were not available on the day of the appointment. Further, when it became evident that parts were not available why was I not called within the scheduled 3-4 hour window.As a direct consequence of this failure, I incurred approximately £60 in taxi fares for what ultimately proved to be an incomplete service. This inconvenience was entirely avoidable. During our discussion, I pointed out that I had travelled to collect the vehicle because I had twice been assured by your staff that the work had been completed. I appreciate that your colleague offered to collect my vehicle from my home once the outstanding parts arrive so that I do not incur further travel costs. This was the only satisfactory aspect of today's experience.I am also concerned that I was advised all work had been been completed except for the replacement of the air and oil filters. If the engine oil has already been changed while retaining the old oil filter, this is not acceptable servicing practice. I therefore require written confirmation of exactly what work has been carried out and confirmation that, when the new oil filter is fitted, a complete oil and filter change will be undertaken at no cost to me.In light of the above, I require the following:• Assurance that when the outstanding work is carried out, I will be provided with a complimentary courtesy vehicle of a similar standard to my own.• Written confirmation that my vehicle warranty and service history will not be adversely affected by the delayed completion of the scheduled service.• An explanation of how I was twice informed that the vehicle was complete (by phone and on arrival) when it clearly was not, together with details of what steps will be taken to prevent similar failures in future.• Written confirmation that a full oil and filter service will be completed when the replacement oil filter becomes available, should the oil already have been changed.• Appropriate compensation for the inconvenience, wasted time, unnecessary travel costs, and the poor level of customer service I experienced throughout today's appointment.I look forward to receiving your response within 7 days.

Dear SirsI had my Volvo XC60 (AV25 YEG) serviced at Colchester Volvo on 6th May 2026, at which time the receptionist agreed to send me a service plan for my car and also my partner's car (RO24 XBX). I have received nothing, more than a month later. My next service will be due in May 2027 (service No.2) and my partner's car requires a service now (It will be service No.2). Could you please supply me with service plans for both cars, as agreed at Colchester Volvo on 6th May 2026. Thank you, Richard Bedford.

PLEASE SEE ATTACHMENTS FOR EMAIL FROM FandI

I felt one of the sales staff had not a nice time whilst talking to me on my first initial call to ask about specs and questions in relation to a vehicle. Plus I had an appt of which I was left for some time (15 mins plus) out of the front looking at cars whilst the sales advisor was finishing off with a previous customer paperwork.I was willing to purchase a vehicle from this branch but this has really put me off a bad experience for new customers.

Requested refund of reservation fee for WV72 OTL on May 8th and still awaiting a refund despite numerous chases. I need this resolved asap or will be initiating a chargeback via my credit card provider.

BL23 KZP. Hi there. You serviced my car last week. I asked for 2 things to be done:1. Re apply the plastic cable cover that has come off and that I can't find a home for. To make it really obvious I left the cover on the passenger seat where it was still sat happily when the car was returned.2. The car had just over 1 month left before requiring MOT. I asked you to issue the certificate expiry as far forward as possible. The expiry has been issued for exactly 12 months from test date. When I called to request this to be changed I spoke to a very confused young man who said someone would call back but obviously that was too much trouble.My conclusion is that you are pretty useless so I thought I would email.Let me know if there's anything you'd like to do about this.

To whom it may concernI am writing to formally demand the immediate return of my £500 deposit and £55.80 travel expenses, as requested on 16 April 2026. It has now been 19 days (12 working days) since my request, exceeding a reasonable timeframe and Lookers' own stated 14-day refund policy (section 6.5 of Lookers Standard Terms and Conditions of Contract)This refund is due under the Consumer Rights Act 2015 as the vehicle was misdescribed and failed to meet the advertised Volvo Selekt standards.If the full amount is not received in my account within 48 hours (by 5:00 PM on 7 May 2026), I will proceed with the following without further notice:1. A formal dispute via The Motor Ombudsman.2. A Section 75 / Chargeback claim through my bank (which will involve them clawing back the funds from your account).3. Filing a claim via the Small Claims Court (Money Claim Online), for which I will also seek interest and court costs.Yours sincerelyPeter Rodgers

I am contacting you as I’m exasperated by your service department at Colchester Volvo. I have taken our XC60 (FG73 EXZ) several times with a knocking noise on the front driver side over bumps (and also once with a noise from driver side rear wheel when turning left) on the last visit you had the vehicle for four days …..nothing has been done to resolve these issues which is frustrating . Both noises were heard whilst driving yesterday and there are clearly issues which exist and need resolving. I need to get these issues sorted whilst the vehicle is under warranty. Please advise next steps.

Dear Lookers Volvo,Please see my complaint below that has unfortunately gone unacknowledged.Peter Blackall07988106832The Blackall Family________________________________________From: The Blackall Family .Sent: Thursday, April 30, 2026 5:33:47 PMTo: VolvoColchesterService@lookers.co.ukSubject: Re: LK22 DXDSubject: Re: LK22 DXDGood afternoon,I am writing to formally raise my concerns and to clarify the history and context surrounding the issues identified in today’s service report, as well as the overall level of service and communication I have received.The vehicle was previously brought into the workshop in February specifically due to the sticking buttons issue. At that time, the fault was inspected and I was advised by Stuart that this was a known issue on some XC90 models and that a warranty claim would be submitted. Unfortunately, I received no follow up from the service team after this visit, despite making multiple attempts to arrange a further appointment to have the issue resolved.I eventually managed to secure today’s appointment, at which point I was surprised to be advised that the sticking buttons are now being attributed to something having been spilled on them. I must be absolutely clear that the buttons began sticking not long after purchasing the vehicle and I can confidently assure you that no fluids have been spilled on them. This issue was already identified, discussed, and acknowledged during the February visit as a known fault.With regard to the reported play in the ball joints, this is again concerning. The vehicle was purchased in December as a Volvo Selekt car, and I would reasonably expect faults of this nature to be covered under the warranty rather than being presented as chargeable repairs.More broadly, I do not feel the communication throughout this process has been good, and I am increasingly concerned about the professionalism of the service being provided. By way of example, the original courtesy car I was offered was found to have a significant crack in the windscreen, which could potentially have constituted an MOT failure. I was then provided with an alternative courtesy car, which indicated that a service was due almost immediately after leaving the forecourt. Experiences such as these inevitably reduce confidence.As a result, my confidence that my own vehicle will be repaired and maintained to the high standards I expect of Volvo has been severely reduced.This email should be treated as a formal complaint. I ask that it is acknowledged and that a suitable resolution is proposed by close of business tomorrow. Should a satisfactory response not be forthcoming, I will consider my position and rights under the Consumer Rights Act and will escalate this matter to the Service Manager, Dealer Principal, and if necessary Volvo Car UK for further review.I would appreciate a clear explanation as to why repairs relating to previously identified and known issues are not being pursued under warranty, and how you intend to address the concerns outlined above.I look forward to your prompt response.Kind regards,Peter BlackallThe Blackall FamilyThe Blackall Family________________________________________From: The Blackall Family .Sent: Thursday, April 30, 2026 3:39:20 PMTo: VolvoColchesterService@lookers.co.ukSubject: LK22 DXDCan someone give me a call back please on 07988106832?The Blackall Family

Vehicle booked in 23/04 and the vehicle got forgotten, Friday would give an update but nothing received Heater matri and now Tuesday afternoon and they tell the cust it is going in the workshop.Heard nothing from the branch Wednessday, today bear with them it is gong on the workshop today will call at lunch time.