GA

Shocking Service & Substandard Vehicle

We purchased a Range Rover P400e Vogue SE from this dealership, and the experience has been extremely disappointing from start to finish. The salesman involved was Jay. The vehicle, advertised at £34,177, was sold to us for £33,377, but it failed to meet the standards expected of an Approved Used Land Rover. It broke down just days after delivery. Our part exchange vehicle was valued at £22,433.84 on the official Land Rover website, yet we were only offered £20,500 – a significant undervaluation. The vehicle we received was handed over with visible dents, scratches, and even dog hair inside. By this point, the part exchange had already been processed. We raised our concerns with Ryan on-site on 31/01/2025, and as a gesture of apology, a dashcam was offered. On 5/02/2025, Ryan emailed to confirm the vehicle was being valeted and would be delivered that evening. When it arrived, it was missing the remote for the rear entertainment system, included one damaged Range Rover headphone, and one new Land Rover headphone that didn’t even connect. Just three days later, the car began shutting down intermittently. We reported the issue on 11/02/2025, and Jay responded a week later on 18/02/2025. On 21/02/2025, Jay advised us to contact recovery and request a courtesy car. However, recovery refused, stating the dealership needed to handle it due to the nature of the fault. Eventually, on 24/02/2025, a courtesy vehicle was provided by the dealership and the faulty Range Rover was collected. As of today, 25/06/2025, the vehicle remains unrepaired. During this time, we have continued to pay finance instalments, insurance, and road tax on a car we cannot use. The dealership’s sales and senior management teams have been unhelpful and dismissive. We were told we would be “put back in the financial position we were in before,” but this failed to account for the financial losses already incurred due to these ongoing costs, as well as the stress caused to my 71-year-old father, for whom the car was a gift. Bailey, the Used Car Sales Manager, has not been supportive or proactive in offering any solutions. Rob, the new General Sales Manager, has also failed to provide any meaningful assistance or show understanding of the distress this situation has caused. Patrick, the General Manager, sent a blunt and dismissive email stating the courtesy car would be collected within 14 days regardless of whether our vehicle was repaired, and advised that if we wished to reject the vehicle and seek compensation, we must do so through Black Horse Financial Services, as the dealership would not assist further. We raised a formal complaint with Jaguar Land Rover, initially handled by Sharon and later passed to Afraz, after which the dealership’s treatment worsened. Our request to have Sharon reassigned was refused. Despite asking for the complaint to be escalated, it appears this has not happened. Lehmal did keep us informed throughout the process, but was clearly limited in what he could do, as he was only able to act based on guidance from the Jaguar Land Rover Technical Assistance (TA) team. We have now involved our insurance company’s legal team, Black Horse Finance, and will be escalating the matter to the Motor Ombudsman – although we remain sceptical, given their poor reputation for siding with dealerships. This experience has been incredibly stressful, financially damaging, and completely unacceptable for a brand that claims to uphold high standards. I would strongly advise others to avoid this dealership.