Lookers - Jaguar Chelmsford Service Centre Avis 21

On time polite customer friendly service

Great service . Alex did a great job. a great experience.

Jasmine, our sales representative, went above and beyond our expectations and made sure we were fully catered for throughout the entire sales process.

Jasmine and the team were informative, helpful, and knowledgeable to a T, and incredibly on the ball — getting the purchase over the line within a week.

The car is awesome, and the whole family absolutely love it.

Thank you, Chelmsford Lookers. An absolute pleasure to do business with — slick, smooth, and thoroughly professional

I was not rushed and things were explained fully.

Excellent service from Mark, vehicle cleaned and ready to go same day

The service I recieved from Amber at Chelmsford was exceptional. I was kept informed every step of the way over a period of 7 days. Friendly and professional.

Very rude member of staff Simon Mcdonnell, Who insisted I should of known they do not take cash, although nobody thought to tell me when I booked the vehicle in for inspection, and nothing on the paperwork states this either. According to Simon Starbucks do not take cash... why would I need to know that when I am sitting in Lookers. On top of that DPF problems are not a known /common fault with JLR(although there is a lawsuit and the internet/social media is awash with DPF related problems) its all rubbish according to highly educated Simon, and the problems only occur with badly maintained vehicles. I found this attitude appalling as my vehicle has done 31k and has been serviced accordingly. Simon also pointed out that misold vehicle finance is not a thing and Martin Lewis is talking rubbish. As a customer facing representative of Lookers I found him to be one of the rudest most uneducated advisor's I have ever met. He certainly should not be in that job. He also told me I should of bought my car from a main dealer and not a 3rd party, as by doing this I have not shown any loyalty to the brand. Does JLR not want anyone to buy a used vehicle from anybody but them ?

Excellent customer care from Simon (Service Dept). Kept me posted on progress of repairs on a regular basis. Thanks to all in the Lookers team.

Shiv was polite, friendly, informative, enthusiastic and efficient throughout the purchase of my car.

Easy to deal with and Lee was very professional and helpful throughout.

My god booked my land rover in for an MOT. Went all the way there. Sat in reception and told me that they could not mot it as it was a commercial. Spoke to another land rover dealer who said never heard such a thing. This dealership in Chelmsford are useless. Waste of time. Whilst I was there I asked the so called salesperson about the new range rover hybrid 3.0 petrol. I asked if it was a straight six engine. She looked at me and said what a straight six. Oh my god this person is selling 200 k range rovers. Do not go there zero product knowledge

From the first minute I walked in it was 5 star attention all the way. I couldn’t have asked for more. My salesman was James Bishop and he had such a lot of patience with me as I knew what I wanted but didn’t know all the technical terms. So helpful all the way through and I collected my gorgeous Range Rover Evoque last Saturday. Even collection day was made super special!! Big shout out to Andrew Rowe as well. Thanks so much guys 🥰

I recently took my Discovery in for large service plus MOT, all absolutely fine with service and staff very friendly. Sadly what let me down was the advice I received post MOT, ok it's good to be aware of a new prop shaft needed next year, but what I wasn't told about until I got home that there was a 'nail found in my rear tyre', It was only when I read the MOT sheet on reaching home before filing it away that this was picked up. I then immediately had to locate the nail and take my car to a local tyre garage to ensure it was repaired and safe to drive. This was not only disappointing but I feel there was a real safety issue. I did phone and received an apology that this had not been picked up. Note I am a 70 year old female driver and my route home was on the busy A12!

Great service, completed on time and with no issues.

Would never use again !
Booked in a month ago for new front brake discs and pads to be fitted plus having check on touch screen issues . Dropped car 8am on day of booking , and told they will call me in afternoon with update and pick up time . 2.30 pm and still no updates despite several calls leaving messages with Joe in sales who I was dealing with .
Then I’m told by another guy that it’s only going into garage now and I should be there to pick up car at 5pm as thats latest time I can get . So in 2 and a half hours they are saying they will fit new discs and pads plus do full check on electrical issue and do secure update and have car cleaned and ready ? I questioned this and got response , like I’m a pain for wondering ???
I live 30 mins away and needed to book taxi to get back to collect car , so at nearly 4pm I called again to check all is good before I leave , and only then am I told the brake discs are not even there !!!!!
Now being told they will arrive next morning and will be ready to collect by 11.30am .
Next morning I call at 10.30 am before sorting taxi , only to find Joe isn’t even in on a Saturday and after numerous calls chasing again for update I find out at 11.30am that they still don’t have the discs !
I therefore went straight down and took car away . This is the worst service ever , by far .
Nobody seems to give a crap about what’s going on and nobody ever returns calls , expecting you to sit waiting like an idiot .
Don’t ever buy a car here or use for services of any kind . Also found 4 other customers there today having same issues , nobody happy and all getting same treatment. Absolute crap .

I will share this with the Evoque owners Club and expand on my poor experience ..

Without question the worst experience with a car firm I have ever had..
Jaguar Land Rover - slick sales frontage / after sales care - a total train wreck!

Anyone familiar with the amount of Land Rover recalls will notice they will recall on a ‘fix on fail’ circumstance - although they’ll say they have been trying so hard to contact owners ..bs? - It’s nothing serious - just the steering power and control of car collapses in your lap and you don’t get to choose when, whether motorway, mountain, traffic, national speed limit - navigating school kids etc.. they think it’s ok 👌🏽 - steering is not that integral to the driving experience…?
It should be an absolute recall before sometime dies if not already, but they would have ‘baked this’ into costs - you know how they work, slowly slowly .. drip drip

FAULT CODE N642 - look it up.

This garage will book you in advance, seems organised so far.. then render your car immobile, turning a £10 job into £4k with no timsescale to the nearest week - seriously! They do not have the parts despite booking the car in for a specific job….are you following.. then give you the could be 3 days, …could be 8 days crap like it’s ok.
They know full well as it is common knowledge they removal of the EPAS bolts fail 9/10 rendering the car useless - so have the replacement rack as required on standby? But no..
To compound matters - they won’t provide any courtesy car - despite THEM rendering the car immobile! They will F about with semantics of ‘not on back order’, as opposed to ‘on order’ - like it literally makes any difference to the customer whatsoever.
They have a contract with Enterprise to supply vehicles - but won’t !! Because the item is on ‘order’ not ‘back order’…

You couldn’t make it up. It makes F all difference to a customer who has been rendered immobile, and then expected to be happy to sit and wait indefinitely without any clear date whatsoever. Everything stops. childcare responsibilities and commitments, work, everything. This is not at all ok!

I would never recommend this firm, and now very very sad to have lost absolutely all interest in Land Rover entirely - the aftercare has fully killed it for me, another once great brand seemingly threadbare .. I love the cars, God forbid you need to contact aftercare - deeply troubling ..it’s devoid of basic logic, nor any recognition of the customers position, that they place you in.

Additional: received call to come collect car yesterday 15th Feb, job ‘was done’ - 9days without work/children’s commitments/ or courtesy car … handed invoice of works ‘vehicle tested and all is ok’ I am told the front wheels have been aligned and it had been road tested….. - I walked to forecourt and immediately noticed it looked like it had been in a crash. The stance of the car was pissed. It was literally all over the place. What the knowledgeable workshop failed to notice when they handed me the keys to happily drive off home was they have wrecked the coils - I.e no suspension!! The car was visibly on its knees - literally no space whatsoever between tyre and wheel arch - the front had collapsed. They would’ve have had me drive off at great risk, that their work was complete and they had done an A1 job 👏 it was immediately visible - no engineering qual required …. I am stunned.

JLR have to own this as THEY referred me here. I am now deeply concerned whenever I may get my car back just how long it is before I or my passengers are injured or worse owing to clear negligence and lack of basic observance skill.
I am genuinely concerned their due diligence and safety checks are merely a paper excercise.
It’s now the 23rd Feb - a month since I booked my car in for what was another FAIL of JLR engineering requiring a recall.
Still waiting… is this actually acceptable ?? Nice cars - but literally rendered worthless by aftercare - God help you - go to Audi, VW or BMW all of which you would never have to deal with SUB-Halfords attention to detail.. You’re being deceived.

The reply is an automatic response sent to everyone I wait with bated breath for a decent reply from a real person !!

ABSOLUTELY DISGUSTING !!!
My Discover Sport broke down in August because of faulty timing chain ! Been trying to get JLR to help with the expensive £5000 bill to have it repaired. Still waiting for response from Lookers complaints dept. Then today I get a call that they are going to charge me £15 a day storage since August !!

Go to change.org and see the amount of people who have had this very expensive problem and asking for jaguar Land Rover to be held accountable for this fault and issue a recall.

They succeeded in America !! But not in UK !!

After using Lookers to service my Jaguar for 5 years always paying for the expensive service but shortly after 1 service it developed some issues. Lookers struggled to get to the bottom of the problem and built up huge charges for easy simple jobs I could do at home.

I then took the car to a jaguar specialist who said that the oil was the dirtiest he had ever seen and showed me a video it was like sludge. He said he didn't think the oil or filters had been changed for years.

He changed the oil ( which lookers should have done just a few weeks earlier) and did a flush as it was so bad then the car was fine and has been serviced by him since without issue.

Do not service your car here you are just getting an expensive car wash and a stamp in your book.

After an issue with our JLR dash cam draining the battery, Stephen Symmons at Lookers Chelmsford dealt with the problem. He was extremely friendly, professional and kept me informed throughout the process. It turned out that the system was unable to run with the Radar sensitivity function on, as this was draining the battery every 48 hours, we were hoping to use the function for security and was one of the reasons we purchased the dash cam. Stephen went above and beyond the service you would expect to receive, and also kindly gave us a gift for the inconvenience.