Good afternoonFAO Landrover Service ManagerI brought my RangeRover (Reg 10HM) in for a service to your Boucher Road site at 8.00am on Tuesday 12.05.2026 expecting to be provided with a courtesy car. This was definitely arranged when I had personally made my booking in your service reception on 12.01.2026.On Tuesday it was explained that you only had two courtesy vehicles, and when I requested Hursts to provide a taxi for me to return to my home in Bangor I was told that you only sponsored taxi journeys into Belfast city centre. Consequently I had to rearrange my day’s plans.Frankly, I was extremely disappointed by such poor customer service being offered in connection with a premium SUV!I have been a loyal Charles Hurst customer for over 38 years during which time I have purchased around ten new RangeRovers, with my present PHEV having been purchased new two years ago. So I had expected a little more consideration. I am truly disappointed.I trust you will perhaps consider ways in which you can improve the customer service experience.Kind regardsLESLIE MITCHELL2 Seacourt GardenBANGORBT20 3PF(M) 07768 641504

I am still waiting on a response to my complaint 87831538

Landrover Defender had "Electrical fault detected" message appear on 30/03/26. Vehicle was taken to Charles Hurst Landrover on 01/04/26. Having heard nothing from them for a week I got in touch and was informed the Vehicle would not be looked at for 4-6 weeks. Further enquiries led to being told it would be looked at during the week beginning 04/04/26. Looking to confirm this i contacted Charles Hurst Landrover on 05/04/26 only to be informed they would not be looking at the Vehicle for at least another 4 weeks. At no time since the breakdown have Charles Hurst contacted me, I have had to chase them each time for any scrap of information.

Dear Sir/Madam,I am writing to formally complain about the vehicle I purchased from Land Rover and the unacceptable experience I have had since buying it.This is now the second time I have purchased a car from Land Rover, and unfortunately the second time I have had to make a serious complaint regarding ongoing vehicle faults. The first time, I tried to excuse the issues because the vehicle was a 2016 model. However, this time I was specifically reassured by the salesperson that the vehicle had no previous private owner, had only been used by Land Rover as a replacement vehicle, and had low mileage. Based on this, I trusted I was purchasing a reliable vehicle from a reputable dealership.From the beginning, I only received one key for the car and was told the second key would follow. Because I was dealing with an official Land Rover dealership, I trusted this would be resolved quickly. To this day, I still do not have the second key, nor have I received any proper follow-up regarding it.The vehicle then began developing serious problems. One day it would not start at all. Initially, I thought it was related to the key. I contacted recovery services, which I paid for myself after mistakenly contacting a private company instead of Land Rover Assistance. When I contacted the sales department regarding the missing key and the vehicle issues, I did not feel my concerns were taken seriously, and no proper follow-up was made.The vehicle continued failing to start. I was later informed that something may be draining the battery, possibly a software issue. When I contacted the service department, I was told the earliest appointment available was in July. When I explained that the fault could happen again before then, I was simply told to continue calling roadside assistance.The situation became completely unacceptable on Saturday after finishing a night shift. I was looking forward to going home and spending time with my children, only to find the car would neither unlock nor start. I was left stranded for over four hours, from 8:00am until approximately 12:30pm, waiting for assistance.When I called the dealership to explain that I could not continue living like this — constantly calling roadside assistance while waiting until July for repairs — I was passed from one person to another. During this call, the salesperson disconnected the call three separate times and then blamed me for the disconnections. Only after insisting on speaking to someone else was I eventually transferred to the service manager, who then offered a replacement vehicle while my car was being repaired. However, even then, I was told they did not know how long repairs would take.By the time roadside assistance arrived, it was too late to travel to the dealership to collect the replacement vehicle. The recovery technician managed only a temporary fix and advised that the missing second key could itself be contributing to the issue.It is completely unacceptable that I purchased a vehicle from a reputable dealership, paid my deposit, continue making my monthly payments like every other customer, had the vehicle serviced in January, and yet I am still left with only one key and a vehicle that repeatedly fails to start.What upsets me most is the way I feel I have been treated throughout this situation. I cannot understand why my concerns were not taken seriously from the first report. Why was I initially told to simply keep calling roadside assistance until July instead of being offered immediate support or a replacement vehicle? Why has it taken repeated complaints and threats of escalation before any meaningful assistance was offered?The situation has now happened four separate times, including again on Sunday morning when I was preparing to go to church and the car failed to start once more, requiring another Land Rover breakdown call-out.This vehicle has caused me severe stress, anxiety, disruption to my work, and disruption to my family life within less than a year of ownership. I urge you to take this complaint seriously.At this stage, if the vehicle cannot be properly repaired and made reliable immediately, I would ask that Land Rover take the vehicle back. I have completely lost confidence in both the vehicle and the level of customer service I have received.I look forward to your urgent response.

My husband and I would like to express how impressed we were with the excellent service we have received from Diogo Santos when purchasing our land rover Evoque.His professionalism and knowledge of the car was exceptional and made buying the car a very smooth experience. The flower's were a lovely touch.

Good morning / afternoon,We have received a new Satisfactory Quality Dispute complaint from Mr Joseph P McMurray, Registration No. S9PMMPlease provide a comprehensive response to this complaint, even if you believe this is now resolved, including supporting correspondence and evidence within the next 10 working days.Important: You are required to support customer complaints around the quality of goods provided as provisioned within the Consumer Rights Act 2015 and under the terms and conditions of the agreement with Black Horse Ltd, to support an appropriate solution.If we do not receive a response or sufficient information from you within 10 working days, we will decision the complaint based on the information we hold and may seek redress from you for any reasonable costs incurred.Vehicle/Finance InformationInception date: 20th December 2025Date of complaint: 08th May 2026Goods details: LAND ROVER RANGE ROVER SPORTRegistration number: S9PMMNew/Used: UsedMileage at POS/POI: TBCCurrent mileage: 14500Agreement number: 103315224 Price of goods (at sale): £65100.00Advance amount: £15000.00Deposit amount: £50100.00Term: 48 months.PCP/HP: HPDealer name: Charles Hurst Land Rover BelfastDealer number: 57825410The following information outlines what the customer has told us and may not be the opinion of Land Rover Finance.Complaint Detail Customer’s Preferred ResolutionFaults -Water ingress on drivers’ side underneath the matlow washer fluid22/12/26: Customer found driver-side carpet soaking wet; advised by dealership to contact LR Assist.28/12/26: AA attended via LR Assist; unable to fix. Vehicle recovered to dealership; customer given a hire car (6 weeks).01/03/26: Customer collected vehicle; no clear explanation of repair provided.Late March 26: Low washer fluid warning appeared. When refilling, fluid drained into driver-side footwell, soaking carpet again.01/04/26: Customer attempted to contact dealership; no callbacks received.April 26 onward: Customer concerned about electrics, attempted to dry vehicle. Dealership unable to offer booking until end of July.Current: Vehicle not in use due to safety concerns (faulty washer system and water ingress).RejectionHas a CEC case been raised for this customer via an AVC or Goodwill, if so please provide the reference, the date it was opened and any further details of any compensation/goodwill that has been paid to the customer to date.Have you submitted an AVC / Goodwill contribution due to the customer’s request to receive a replacement vehicle /reject the goods?We require the following information from you, where applicable1. Evidence/confirmation of any pre-sale vehicle checks that were completed.2. Please provide a copy of the vehicle advert3. Was there any negative equity included in the finance amount? Please also provide a copy of your sales invoice.4. Was there any external contribution towards the deposit e.g., manufacturer contribution / government contribution / scheme/ allowance?5. What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation, if applicable6. A full timeline of events from POS until now of when vehicle has been seen, outlining reasons why, what work was carried out, when and why and to include discussions/conversations had with the customer, cause of any issues/concerns raised i.e. wear & tear, lack of maintenance etc.7. Evidence/confirmation of any diagnostics/repairs completed, this to include specific dates, mileages, specifically what was carried out and why?8. Confirmation of service history9. Are you aware of any modifications made to the vehicle either before, during or after the sales process? These will include any enhancements to the vehicle’s engine (remapping), the fitting of a Ghost Immobiliser or any accessories put on the goods. If you are aware of any of these, could you please give us more detail of how these were added i.e. were they included within the Finance Agreement?10. Any other comments/evidence you feel are relevant.11. What will you do to resolve the complaint?We look forward to your response within the next 10 working days. Please respond to this email attaching all relevant evidence.Many ThanksKanta HalaiComplaintsTransport Customer Services | Consumer Lending COOLloyds Banking Group

I dropped my car RGZ4940 into be repaired under extended warranty 13th of April and was told it would be ready at the end of the day. I was then told they were waiting on a part and it would be ready on the 14th. I then did not receive any communication from this point onwards and had to phone a week later to see what was going on. I was told someone would find out and give me a call back but I was never called. This has been the case several times up until now. I finally managed to get a call back on the 5th of May and told they still do not have the part and would be a while longer. I asked for a hire car as I have not had a car for nearly a month but told no cars were available. If I had known it would have been longer than a couple of days in repair I would have asked for a hire car straight away. I am still without a car and the work ongoing. What have I paid my PCP payment and service for this month? This is a totally unacceptable standard of service and would not think about buying again from Charles hurst Landrover.

▪︎Vehicle left in for diagnostics after a no start scenario at the roadside in March.▪️Vehicle returned with damage to Rear right wheel and rear driver side door 3 days later▪️was told cctv would be checked. But nobody got back to me at all about the matter.▪️Left Vehicle in for warranty work last week and was asked if the vehicle was in for warranty work or diagnostics. I informed them it was in the have the damage caused at landrover belfast fixed and the warranty work▪️Vehicle collected today from landrover with an unsatisfactory paintwork repair. Edge of door rough with sub standard paint work. Carsmetic were contracted by Belfast landrover to do the repair.▪︎Not happy with how the matter has been dealt with in general. No communication or acknowledgement by phone or email that the damage would be fixed in the first instance.▪︎ I have requested that landrover belfast collect the car from my address, leaving me a courtesy range rover and taking my car to a landrover approved body repair shop to have the sub standard repair done correctly.

Dear Customer Relations Team,I am writing to formally raise a complaint regarding a highly disappointing experience with the Range Rover showroom in Belfast concerning a recall appointment for my vehicle.Approximately two months ago (Feb 20)I was booked an appointment with steering Issue.Throughout this period, I received multiple confirmations and reminders via your online communication system, including messages as recently as one day before the scheduled appointment, all clearly referring to this recall.However, at the last moment—just before the appointment date—I was informed that there was no such recall associated with my vehicle and, therefore, no appointment. This sudden change, after two months of waiting and repeated confirmations, caused significant inconvenience and frustration.Had I been informed earlier that there was no recall or that the appointment could not proceed, I could have made alternative arrangements and i couldn't take out my car for 2 months from my Garage. Instead, I relied on the information provided by your team, which turned out to be inaccurate.I respectfully request:* A clear explanation of how this error occurred* Clarification on whether my vehicle does, in fact, require any recall work* Assurance that steps will be taken to prevent such issues from happening in the futureI trust that this matter will be taken seriously and addressed promptly. I look forward to your response.

> Dear Paul, Lauren, Chris and Lookers Finance,>> I am writing to formally confirm my rejection of the vehicle supplied by Charles Hurst, which is currently subject to a finance agreement with Lookers.>> The vehicle has been returned to Charles Hurst and remains with them.>> Despite a repair having been carried out (high-voltage coolant/heater), the issue is clearly not resolved. I have reviewed the journey data recorded in the Land Rover app following the dealer’s test drive, which shows that on a 16.3-mile journey, only 1.0 mile was completed in electric mode, with an average speed of 39 mph.>> This demonstrates that the vehicle is not correctly operating in electric mode and is defaulting to petrol almost immediately. This is not consistent with normal operation for this vehicle.>> In addition, I have been previously informed by Charles Hurst that the vehicle was showing approximately 51 miles of electric range when it left them and that it should be achieving more than the range I have experienced. This directly contradicts the current position that significantly reduced performance is acceptable.>> Accordingly, the vehicle is not of satisfactory quality, not fit for purpose, and not as described, in breach of the Consumer Rights Act 2015.>> For completeness, I also maintain that the contract was concluded remotely and I continue to rely on my cancellation rights under the Consumer Contracts Regulations 2013.>> Given that a repair has already been attempted and the issue remains unresolved, I am not prepared to accept further repair attempts.>> I therefore require confirmation within 48 hours that:>> 1. The vehicle will be formally accepted as rejected 2. A full refund> will be processed 3. The finance agreement with Lookers will be> cancelled with no adverse impact on my credit file>> If I do not receive satisfactory confirmation within this timeframe, I will proceed to escalate the matter without further notice to The Motor Ombudsman and pursue all available remedies.>> I look forward to your urgent response.>> Kind regards,>> Andrew Reynolds