Dear Mr Yelland,I am writing about my Volvo XC60 (NA22KKO), which I bought from your dealership on 5 September 2025 for £24,000. It has now been over a month since I first reported the problems I’ve had with my car to Curtis Ford on 2 January 2026. Since then, I have made a formal complaint through the Resolver website on 9 January 2026 (ref: ES11125208) and used the Lookers online complaints process on 16 January (Ticket 85375377). While you contacted me on 20 January 2026 to request further information, I have not received any updates since then.To summarise my issues, I first experienced a problem on 20 December when the auto hold brake became faulty, so I arranged a warranty repair at Donaldson's Volvo in Ipswich. During inspection, they found the rear o/s suspension arm was bent and said the car needed a service to keep the warranty valid; they stated that the service required included the auxiliary drivebelt replacement at 72,000 miles which is consistent with the Volvo recommended service interval due on 23 January 2026 as per the service handbook. The price quoted to repair the suspension arm is £428 and the cost of the service including the drivebelt is £792; total cost to keep the car road worthy and in warranty £1,220.Given that I had owned the vehicle for less than four months when the issues were discovered I am disappointed to be facing these costs so soon after purchase, especially as the car was sold as an Authorised Volvo used vehicle.Suspension ArmUnder the Consumer Rights Act 2015, goods must be of satisfactory quality and fit for purpose. As this fault has appeared within the first six months of purchase, the law presumes the fault was present at the time of sale. I expect this repair to be covered either under my 3-year extended warranty or by the dealership directly as a matter of statutory compliance. Furthermore, I see from the Volvo Selekt website that used Volvos come with a comprehensive 12-month MOT test cover as standard. I believe this part would be an MOT failure and therefore should be covered.Service and auxiliary drivebelt replacementWhile I understand a drivebelt and servicing is a maintenance item, a vehicle retailing at £24,000 from a main dealer should be supplied with a transparent maintenance record. If the car was due a service and the auxiliary drivebelt needed replacing based on age or mileage at the time of sale, or within this short window of ownership, I believe this should have been addressed during the vehicle’s pre-sale preparation.Proposed ResolutionI respect the reputation of Volvo’s approved used program and wish to settle this matter amicably. My requests are as follows:• The suspension arm repair should be completed free of charge.• The dealership should make a substantial goodwill gesture toward the costs of the next service and replacing the auxiliary drivebelt, considering how soon it was needed after purchase, the lack of communication about these issues at the time of sale, and the fact that I invested in extensive aftersales protection.• This situation has caused considerable stress, and request that the matter is resolved in a timely manner.Since my initial complaint has not received a response, please reply within three working days; otherwise, I will consider escalating this matter to Volvo UK or the Motor Ombudsman.Yours sincerely,Chirs Johnstone07891 287817

Customer has paid holding fee and has not gone through with the deal . Paid £250.00 on 31st January.

Friendly and professional staff

Professional.

I purchased a Toyota Landcruiser from Lookers Volvo in Colchester last year. Despite being a Toyota, it was sold to me as an 'approved used' with two years Volvo warranty.I have since discovered that the car had a faulty part which someone had attempted to repair poorly and that part has now failed.Because this part was defective at the time of the sale, I would like the cost of the repair to be covered by Lookers.I have spoken to my original salesman, Mr Andy Forsdick on the telephone before Christmas, and I have followed up with two emails since then (19 December 2025 and 19 Jan 2026) and as yet nobody has gotten back to me. I also copied in Phil Yelland at the dealership for awareness.

No feedback regarding maintenance on my new car, no offer of replacement volvo while new car is off the road, failure to book replacement car with Enterprise meaning i incurred fees. No body available to answer calls and phone just rings off

Dear Lookers Volvo Colchester Management Team,I am writing to raise a formal complaint regarding my purchase of a Volvo XC60 (registration WF74 FXC) from Lookers Volvo Colchester last year under the Volvo Selekt programme.This email should be read alongside the attached correspondence and technical reports, which I trust you will review in full.---### Summary of events**Pre-purchase*** During the test drive, I observed that the vehicle pulled to the left.* I raised this explicitly during the sales process and, prior to completion, requested in writing that:* Particular attention be paid to this issue during the Volvo Selekt checks* A four-wheel alignment be carried out if required* A technician formally sign off the issue if alignment was deemed unnecessary* Lookers acknowledged this concern and confirmed a technician would check the pulling prior to handover.* I also requested sight of the **Volvo Selekt inspection documentation**, which was never subsequently provided.**Post-handover*** Immediately after returning home, I identified minor bodywork damage on the left-hand (passenger) side of the vehicle.* I raised this with you promptly, noting my concern that it correlated with the known left-hand pulling and could indicate prior kerbing or impact.* I again asked for the **wheel alignment report and the Volvo Selekt checklist**, neither of which were ever shared.* Lookers did not dispute the possibility that the damage pre-dated handover and committed to rectifying the bodywork. Due to distance from the dealership, practical constraints, and family circumstances, this work was not completed at the time.**Ongoing concerns*** Despite assurances, I never felt confident that the original pulling issue had been properly resolved.* The vehicle continued to pull to the left.---### Independent findingsIn January 2026, the vehicle was inspected by **HSF Group / Volvo Cars Surrey (Guildford)**.Their findings are clear and unambiguous:* The vehicle has sustained **historic impact damage to the front left*** This has resulted in:* A bulge in the inner wall of the left-front tyre* The left-front wheel setback being out of Volvo specification* Ongoing pulling to the left, confirmed during a road test* A Volvo master technician has stated that this impact is the **root cause** of the long-standing pulling and alignment issues I reported from the outset.The required remedial work includes replacement of suspension components, tyres, and four-wheel alignment, with a formal quotation attached.In addition, the Volvo health check notes that **front and rear brake discs are in poor condition**. These should have been addressed as part of the Volvo Selekt preparation at point of sale and are unrelated to the impact damage, indicating a further failure of Selekt compliance.---### Core complaintThis vehicle was sold to me as a **Volvo Selekt-approved car despite having sustained undisclosed impact damage affecting suspension geometry**.I:* Identified symptoms before purchase* Raised them clearly and in writing* Repeatedly requested Selekt and alignment documentation which was **never provided*** Relied on the Selekt process and Lookers’ assurancesA simple alignment check would not, and could not, resolve wheel setback caused by impact. This damage should have been identified during the Selekt inspection, or the vehicle should not have been sold under the Selekt programme.---### Consumer position and remedy soughtI do not believe the vehicle met the standards of **satisfactory quality, fitness for purpose, or description** required under the Consumer Rights Act 2015 at the point of sale. The failure to disclose material impact damage, combined with the absence of Selekt documentation despite multiple requests, also constitutes **misrepresentation by omission**, even if unintentional.Given the nature of the damage and the loss of confidence this has caused, **repair alone is not an acceptable remedy**.My clear preference is therefore for:* A **vehicle exchange** for an equivalent Volvo product of comparable age, mileage, and specification, **or*** A **full refund**For completeness, I have raised this matter with **Volvo Car UK**, who have confirmed that while resolution sits with the supplying retailer, a **formal complaint has been logged with them regarding Selekt compliance**. Volvo Car UK will remain sighted on the outcome.---### Next stepsPlease confirm:* That this email is being treated as a **formal complaint*** Who will be handling the case* Your proposed next steps and timescales for resolutionI would like to resolve this matter constructively and without unnecessary delay. However, should we be unable to reach an appropriate resolution directly, I am comfortable pursuing the matter through **The Motor Ombudsman** as part of the recognised Alternative Dispute Resolution process.I look forward to your response.Kind regards,Tom Morgan

I used Volvo assist as my Xc70 would not start.The app was rubbish and could not find me but using the human interface I had a technician with me inside 20 minutes Problem was resolved which was basically lack of use and cold weather.

Hello,I sent the following email via resolver and heard nothing back:Dear Lookers Colchester,I am writing to you to raise an issue about: Volvo DealershipThe issue that I have experienced was: I bought the car on 5 September with a 2-year extended warranty and minor damage cover for £25,050. On 20 December, the auto hold brake bacame faulty, so I arranged a warranty repair at Donaldson's Volvo in Ipswich. During inspection, they found the rear o/s suspension arm was bent and said the car needed a service to keep the warranty valid. The auto hold is being fixed under warranty, but the suspension arm isn't covered; its repair costs £428. The required service, including an auxiliary drivebelt replacement at 72,000 miles which they say is due at this service, totals £792, see email attached.This means that I am now facing a £1,220 repair bill just three and a half months after buying the car, which I believe is unreasonable for a used vehicle, especially since I purchased extended warranties for extra peace of mind.I assumed the car was thoroughly checked and serviced, but the faulty auto hold and bent suspension arm suggest lead me to question this. My research shows such damage typically results from a significant impact, which has not occurred while I've owned the vehicle. Most of my driving has been long-distance.It's disappointing to encounter major repairs so soon after purchase, particularly with Volvo's reputation for reliability and safety. Experiencing two serious safety issues in this short time is frustrating and disappointing.In my previous car purchases, the vehicles were delivered fully serviced, so I was surprised to learn that this car had not been serviced, contrary to my understanding of our agreement. Upon reviewing the RAC Maintenance & Repair Plus documentation provided at the time of purchase, specifically at the Premium Plus level; I could not find any indication that suspension components are excluded from coverage. Accordingly, I request that the suspension arm be covered under warranty and that the car be serviced, including replacement of the drive belt. Additionally, I did not receive any documentation regarding which aspects of the vehicle had or had not been checked at the time of sale, which, upon reflection, seems unusual.I look forward to your prompt response on this matter. As recommended by Trading Standards, I would like to keep a complete record of my case, so please reply to this email address.Yours faithfully,Chris JohnstoneThe dealership Lookers Volvo ColchesterOrder Number 8136454 Volvo XC 60 B5P Momentum AWD Geartronic Estate69 Belvedere Road,Ipswich Suffolkip44adI have since looked at the Volvo sleek MOT guarantee and see that suspension parts are covered. Please can I have a response. Please copy in my resolver email: chris.johnstone11125208@email.resolver.co.uk

Full explanations of the options /costs etc without any hard sales and I Will attempt to purchase the preferred used vehicle if available or failing that option I will probablyselect a new vehicle from Volvo via Lookers Colchester.