All of the above!! they’re communication & customer service is a joke!! My car was booked in to be fixed today (20th july 2026) (3rd time now!) they had my car in May 2026 for 1 day.. to diagnose the car, which they didnt do! Then they made an appointment that same day for me to come back in a months time (june 2026) to get the car fixed, they arranged for them to have my car for the week to fix & service the car& said the week would give them time to order parts etc! They had my car for 5 days just for them to ring me last minute on a friday afternoon to come & collect it, without any work being done whatsoever!! They’ve had my car 3 times now within 3 months & the car has not been touched!! It was booked in for today (20th july) & a curtosy car booked weeks in advance!! I rang at 8.30 this morning to double check, & was told to call as the car was definitely booked in & a curtosy car booked, only for me to get there this morming & to be turned away and for them to AGAIN rebook for me to come back in another 5 weeks time because they didnt have a car for me today after all! which they told me was there as i had pre booked!! the car was also in to get fixed in November 2025 (after months of constantly ringing & trying to get an appointment with no sucess!! the engine management light was on for months & It took them until my car broke down & wouldnt start in october 2025 for charles hurst to recover my car and attempt to fix it! Which they failed to do properly as the engine management light is still on in july!! (Thats over a year now!!) the dpf & epg valve were replaced, & now charles hurst are telling me this is the same issue that is wrong with the car and this is why the engine management light is still on, which shows me they havent checked the car, as if they did they would know it was already replaced!! So it must be a different issue!!

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Mrs Valerie Coils, Registration No. VCZ565Please 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 Land Rover Financial Services, 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: 23/01/26Date of complaint: 15/07/26Goods details: 1 LAND ROVER RANGE ROVER EVOQRegistration number: VCZ565New/Used: NewMileage at POS/POI: 0Current mileage: 6000Agreement number: 103380544 Price of goods (at sale): £55844.00Advance amount: £19458.00Deposit amount: £34386.00Term: 36 months.PCP/HP: HPPCP mileage: N/ADealer name: CHARLES HURST LTD (LAND ROVER)Dealer number: 57825410The following information outlines what the customer has told us and may not be the opinion of Land Rover Financial Services.Complaint Detail Customer’s Preferred ResolutionFault:• Missing vehicle specificationWithin first week of ownership:• Customer reported privacy glass, HUD, ambient lighting functionality, and door projection lighting as missing.• OC advised you initially explored retrofit options with JLR and advised that, if not possible, a replacement vehicle would be arranged.04/02/2026: Customer received an email from you confirming the issues would be resolved.15/02/2026: You advised JLR had confirmed the missing features could not be retrofitted and that a replacement vehicle would be ordered.18/02/2026: You had meeting with customer, where you presented the specification of the proposed replacement vehicle.Mid-June 2026: Customer was advised a vehicle with their name on it had been allocated through a JLR order.July 2026: Following requests for updates, customer met with you and you advised the replacement vehicle may have not been authorised in the first instance. Replacement VehicleWe 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.

I am writing to make a formal complaint regarding an ongoing issue relating to a vehicle I purchased from Charles Hurst Land Rover, Boucher Road, Belfast, approximately two years ago, and the poor customer service I have recently experienced while attempting to resolve it.At the time of purchase, I was provided with only one set of keys for the vehicle. The salesperson who dealt with the sale, Phil, advised that he would source the second key and arrange for it to be provided to me. Since then, both my husband and I have contacted the dealership on numerous occasions to follow up on this matter. We spoke with Phil and later Lois, who advised that efforts were still being made to locate the key and that we would receive an update. Despite repeated assurances, the matter was never resolved, and no second key was provided.Although the lack of a spare key was inconvenient, it became a much more serious issue on Thursday, 2 July, when my vehicle automatically locked itself with my handbag, car keys, and personal belongings inside. As I had never been provided with the promised second key, I had no alternative means of accessing the vehicle.This situation caused significant distress, inconvenience, and expense. I contacted both my insurance provider and warranty provider, only to be informed that assistance was not covered under my policy. As a result, I had no option but to arrange for a locksmith to attend and gain entry to the vehicle at my own expense, costing me £140.On Thursday, 2 July, I contacted the dealership to explain the situation. I initially spoke with a member of the reception team, who advised that the matter would be passed to the Used Car Manager, Paul, for him to deal with directly. After receiving no response, I called back later that day and discovered that no action appeared to have been taken. I was then assisted by Chris, who was very helpful, assisted me in sourcing a locksmith, and again advised that the matter would be referred to Paul. Despite being informed that Paul would contact me, I received no call back.On Friday, 3 July, having still heard nothing, I contacted the dealership again and eventually spoke directly with Paul. Unfortunately, I found his attitude dismissive, patronising, and lacking in customer care. Rather than acknowledging the history of the issue, I was told that it had been two years since the purchase and that the original salesperson no longer worked for the company. While I appreciate that staff may have changed, that does not remove the dealership’s responsibility to address an outstanding matter that has been raised repeatedly over that period.During our conversation on 3 July, I explained my frustration, the distress caused by being locked out of my vehicle, and the £140 expense I had incurred as a direct consequence of not having the promised spare key. Paul advised that there was little he could do that day and stated that he would contact me on Monday to discuss the matter further.However, despite numerous attempts by me throughout the following week to obtain an update, I received no return call, voicemail, or email. As of Friday, 10 July, I have still received no communication from Paul or anyone else regarding this issue. The continued lack of response has only added to my frustration and disappointment.My husband and I have purchased three vehicles from Charles Hurst Land Rover, and I am extremely disappointed by the way this matter has been handled. The issue is no longer simply about a missing key; it is about the complete lack of follow-through, poor communication, and unacceptable customer service I have experienced.I would appreciate acknowledgement of this complaint and a substantive response as soon as possible. Given the length of time this matter has been ongoing and the inconvenience and cost I have incurred, I trust it will now be treated as a priority.

I am extremely disappointed with the customer service I received.My Range Rover went in on 30th June at 9:30am for what was supposed to be a one hour diagnostic. At 2:46pm, having heard nothing, I rang for an update and was told my service advisor, Ross, would call me back. No call came.I called again at 5:27pm and Ross told me the technician hadn't yet given him any feedback.The following day, I called at 12:53pm and asked to speak to Ross. I was told he was busy and would call me back. Again, no call.On Thursday at 1:50pm, I rang once more and was again told Ross was busy and would call me back. I explained that I had been waiting days for a callback and still hadn't received one. Eventually, at 2:25pm, another colleague phoned me and explained what was wrong with the car. I told him that was fine and asked him to send me the bill so I could get it sorted. He said Ross would email it to me. Once again, no email arrived.On Friday at 9:40am, I called to explain that Ross still hadn't sent anything and asked to speak to his manager. I was told she would get back to me, but once again, nobody contacted me.The lack of communication has been shocking. I have repeatedly had to chase for updates, promises of callbacks were never kept, emails were never sent, and even my request to speak to a manager resulted in no response. This experience has been frustrating and has fallen well below the level of service I would expect from a premium dealership.Based on my experience, Ross clearly needs more training in customer communication and customer care. If you tell a customer you'll call them back or send them information, you should follow through. I was repeatedly promised callbacks and emails that never arrived, leaving me to chase updates myself every step of the way.I appreciate that workshops can be busy, but keeping customers informed is a basic part of the job. This experience fell far below the standard I would expect from a premium dealership, and I hope improvements are made so other customers don't have the same experience.

I was promised replacement window trim parts by the salesman. He subsequently left and did not hand over the request. I then subsequently called again and explained what had happened and that the internal roof blind was making a grinding noise. I was assured that this would be sorted out. Since then I have had to call back 3 times, each time being promised that someone would contact me culminating in being promised that I would be copied into an email. This has not happened and has now been going on for over a month and a half.

My car was left in for a service and was damaged whilst in the dealership.

My car was recalled for a non safety issue and I was told that it would be 2 days to complete the work > scheduled July 8th and 9th. I contacted your customer service department a couple of times regarding my concern regarding not having my car for 2 days, at no fault of my own. While I was politely told that a courtesy car was not available there was no attempt at flexibility with a solution. The only solution, I could hire a car and subsequently be out of pocket. I live in Ballymena and require my car to conduct my job in Belfast. I’m hoping that this reaches the necessary people in time, in order to ensure a courtesy car is provided. While I’m skeptical of negative social media feedback for your poor customer service, my current experience has me less so.

My car was towed to you 94 days agoMy earliest appointment was June 19thToday is the 30th June and nobody has given me an updateI have called several times but nobody will call me back with an updateI have asked for the service manager to call me but I have not received a call.

I am writing to formally raise a complaint regarding the handling of my enquiry and confirmed reservation for a used Land Rover Discovery.I submitted an online enquiry on 24 June 2026 and was contacted on 25 June, when a test drive was arranged for 26 June at 1:00 PM. Later that day, I was informed that the vehicle was not ready and the test drive had to be postponed.To ensure I did not lose the opportunity to purchase the vehicle, I paid the £250 reservation fee through the official Charles Hurst website on 26 June 2026 at 11:30 PM. I received confirmation that my reservation had been successfully placed, and the vehicle status on your website changed to "Reserved."Having received no follow-up, I contacted the dealership on 29 June at 3:15 PM approx, only to be informed that the vehicle had already been sold to another customer. Concerned by this, I visited the showroom later that day, to understand how this could have happened.During my visit, I was told that this was a "timing issue" and that another customer had also been interested in the vehicle. However, this explanation raises a number of concerns. My reservation was completed at 11:30 PM, outside business hours, when no manual or in-person transaction could reasonably have taken place. Furthermore, the vehicle photographs were updated on the website on the morning of 29 June, which suggests the vehicle remained active on your system after my reservation had been confirmed.When I requested the date and time the vehicle was sold, I was informed that this information could not be disclosed due to customer privacy. To be clear, I am not requesting any personal information relating to another customer. I am simply requesting the date and time of the sale in order to understand how my confirmed reservation was superseded.I relied on the confirmation of my reservation and proceeded to arrange the sale of my current vehicle, believing I had secured the opportunity to purchase the Discovery. As a result of your failure to honour the reservation, I am now in the unacceptable position of being left without a car.I would appreciate a detailed response to the following questions:1. How was the vehicle sold after my reservation had been confirmed and payment accepted? What is the purpose of the reservation if it does not secure the vehicle for the customer?2. Why was I not contacted immediately if another customer had already committed to purchasing the vehicle?3. On what exact date and at what time was the vehicle sold?4. Why were the vehicle photographs updated on the website on 29 June if the vehicle had already been sold?5. What steps will Charles Hurst take to resolve this matter and restore my confidence in your sales process?This experience has been extremely disappointing and has caused significant inconvenience. I trusted the reservation process provided through your official website and reasonably expected that a confirmed reservation would be honored.I look forward to receiving your response and a kind explanation of how this situation occurred.

Good afternoonI am writing to you to advise that we have received a complaint for the below customer. As the customer has contacted us outside of 6 months since purchasing the goods we have asked that they provided us with evidence to aid the investigation.Customer Name: Rachel FultonRegistration: S9RTFInception Date: 06/07/2023Date Of Complaint: 24/06/2026Goods Details: Land Rover Range Rover EvoqueNew/Used: NewCurrent Mileage: 33,500Agreement Number: 118940276The customer has advised us of the following fault/s ;• Repeated and recurring vehicle faults over a prolonged period (less than 3 years of ownership)• Multiple breakdown incidents requiring assistance (Land Rover Assist / AA):• 24/09/2025• 02/11/2025• 14/03/2026• 21/06/2026• Unresolved underlying fault – same issue reoccurred shortly after extensive repairs• Vehicle required approximately 14 weeks of continuous repair work• Fault reappeared within 11 days of collection following long-term repairs• Ongoing reliability issues rendering the vehicle unsafe and unsuitable for regular useAt this time we do not need any further information from you. If we require information we will contact you again. The customer may contact you to obtain information, please endeavour to provide this to them where possible.Please note, should the customer provide us with evidence this will be assessed to determine our responsibility.