Caroline D

Terrible experience

Following a battle to get our 71 reg Range Rover sport into a decent shape I am now in a position to leave an honest review. We purchased our vehicle following a long search in October 2023. We have used several previous Land Rover approved sales centres and we have never had a problem with both the quality of the vehicle and after sales experiance UNTIL NOW!! Following an online purchase, several videos, the apparent 165 point check and assurances of the 12k mileage vehicle being in excellent ‘like new’ condition the car was delivered to Norwich. On arrival I was shocked at to the condition of the vehicle which included: 1. Damaged large scuff headlight 2. Several scuffs to front bumper paintwork 3. Large scratch on the front bumper 4. Bird poo scuff on rear near side door 5. Damage alloy painted over 6. Windscreen wiper blades worn and damaged. Following a back and forward with the sales manager, It was agreed that due to the distance between Norwich and Edenbridge, we would take the vehicle to an approved repairer in Norwich for a repair quote which was a company approved by Edenbridge Land Rover. The estimate came in at 2.5k for the repairs. On sending this to Edenbridge they decided not to pay this but to request the vehicle was returned to have the work carried out. Following a heated discussion around the mileage this was clocking on my new vehicle and the difficulties that not having a courtesy vehicle would cause our disable son, it was agreed that a low loader would collect the vehicle and a vehicle of the same size or more would be delivered to cover the time away. When the courtesy vehicle arrived it was a smaller LR discovery which wouldn’t fit our son’s wheelchair in and also was covered in dog hair. On calling Edenbridge it was agreed that the courtesy vehicle was returned and a large vehicle (defender) and collection would take place in a further 2 weeks. Two weeks later an appropriate vehicle was delivered and our vehicle taken away for repair with the kind gesture of a full tank of fuel on compensation for our troubles. 2 weeks later (now 8 weeks since we purchased and had hardly driven our vehicle) the RRS returned with an almost empty fuel gauge. Again folllowing a back and forward with the incompetent team at Edenbridge, a bank transfer was agreed to the full tank of fuel. Having new enjoyed the vehicle for 3 months - we now have a problem with the air conditioning sensor and the speaker system. No doubt Edenbridge would deny that this is anything to do with them however it may have been something that would have been highlighted within the 165 point check that they obviously didn’t complete. This further work estimated at over 1k will be completed at the Norwich LR repair centre. Further calls and discussions around compensation have taken place with the new sales manager (no shock that the old one is no longer there). These discussions have been unsuccessful with a lot of blame on the old regime and no obvious accountability from the new management team. Overall a terrible experience and not the high end customer care as expected by a Land Rover approved sales centre. Please look at alternatives as I believe that the root cause of poor standards is still a prevalent culture at this sales centre. Following a battle to get our 71 reg Range Rover sport into a decent shape I am now in a position to leave an honest review. We purchased our vehicle following a long search in October 2023. We have used several previous Land Rover approved sales centres and we have never had a problem with both the quality of the vehicle and after sales experiance UNTIL NOW!! Following an online purchase, several videos, the apparent 165 point check and assurances of the 12k mileage vehicle being in excellent ‘like new’ condition the car was delivered to Norwich. On arrival I was shocked at to the condition of the vehicle which included: 1. Damaged large scuff headlight 2. Several scuffs to front bumper paintwork 3. Large scratch on the front bumper 4. Bird poo scuff on rear near side door 5. Damage alloy painted over 6. Windscreen wiper blades worn and damaged. Following a back and forward with the sales manager, It was agreed that due to the distance between Norwich and Edenbridge, we would take the vehicle to an approved repairer in Norwich for a repair quote which was a company approved by Edenbridge Land Rover. The estimate came in at 2.5k for the repairs. On sending this to Edenbridge they decided not to pay this but to request the vehicle was returned to have the work carried out. Following a heated discussion around the mileage this was clocking on my new vehicle and the difficulties that not having a courtesy vehicle would cause our disable son, it was agreed that a low loader would collect the vehicle and a vehicle of the same size or more would be delivered to cover the time away. When the courtesy vehicle arrived it was a smaller LR discovery which wouldn’t fit our son’s wheelchair in and also was covered in dog hair. On calling Edenbridge it was agreed that the courtesy vehicle was returned and a large vehicle (defender) and collection would take place in a further 2 weeks. Two weeks later an appropriate vehicle was delivered and our vehicle taken away for repair with the kind gesture of a full tank of fuel on compensation for our troubles. 2 weeks later (now 8 weeks since we purchased and had hardly driven our vehicle) the RRS returned with an almost empty fuel gauge. Again folllowing a back and forward with the incompetent team at Edenbridge, a bank transfer was agreed to the full tank of fuel. Having new enjoyed the vehicle for 3 months - we now have a problem with the air conditioning sensor and the speaker system. No doubt Edenbridge would deny that this is anything to do with them however it may have been something that would have been highlighted within the 165 point check that they obviously didn’t complete. This further work estimated at over 1k will be completed at the Norwich LR repair centre. Further calls and discussions around compensation have taken place with the new sales manager (no shock that the old one is no longer there). These discussions have been unsuccessful with a lot of blame on the old regime and no obvious accountability from the new management team. Overall a terrible experience and not the high end customer care as expected by a Land Rover approved sales centre. Please look at alternatives as I believe that the root cause of poor standards is still a prevalent culture at this sales centre.