I personally reserved a used P615 Range Rover from your stock and the day after cancelled it and was to receive back my deposit of £1000 as this was promised by Chris Hill when placing the same.A day or two passed and I went back to say on reflection for them not to refund and I would go ahead as first planned. The car was going to have side steps fitted as part of the transaction.Monday last I received a message to say that they were going ahead to fit those and I was in a meeting but caught the message ad said Id call very soon. In any event they fitted these and after a cooling off period i decided this was not the car for me. They choose to keep my deposit and Chris Morrison ( relatively disingenuous ) said it could be used towards another car. I read you had cooling off policies but dint want to drive the car to preserve its condition for future sale etc.I looked at a car at another lookers branch called Chris Morrison and said could this be transferred and I was told NO.So I believe I'm entitled to this to be returned as stated. This prevents me spending my money with Lookers. I will raise a complaint with my credit card for which I'm confident will be successful ??I have elected at this stage not to become a keyboard warrior and blog this, but expected better from a main agent with established policies.I need to buy a car of some sort this week and an early response would be appreciated.Please let me have your view of this.SincerelyFraser Milne

My vehicle was serviced at the dealership on 18th Nov 2025. At the service there was a "major oil leak" identified. When I picked up the vehicle I asked for this to be repaired asap, as I was aware that the 2-year warranty on the new engine that was installed Dec'23 was soon to expire.I thought the oil leak would be covered under warranty, given that the engine had been replaced in Dec'23 and the oil leak was first noticed in Aug'24 (the vehicle had done c.600 miles since the engine change and was in for a software recall. In Aug'24 I was told it might be overspill and to keep an eye for drips where I park).I was dealing with Ross who told me that he would contact me asap to arrange the oil leak repair.I received no contact from Charles Hurst.The vehicle broke down on 29th Nov 2025 and was recovered to Charles Hurst LandRover. They had no availability to work on the vehicle until after Christmas so I was forced to have the vehicle lifted and sent to a local independent LandRover specialist who was able to fix a shredded fan belt and a collapsed crank pulley. They also found that the battery was dead. There was no mention of any issues at the service a few days before this incident - and the battery had been passed OK.On 15th March the left side windows (front and rear) failed in the "down" position.On 17th March I called Charles Hurst LandRover to try to book the vehicle in for repair to the windows and also to see about the oil leak. I booked the vehicle in for repair on 13th April (their first available slot).I left my vehicle in to the workshop on 13th April 2026 - I advised Ross of the window issue (having already filled it in on the online check-in form) and authorised a repair. He told me they would diagnose the oil leak and contact me about this when they knew what was causing it.I rang on 17th April for an update - was told Ross or Lauren would ring me back - they did not.I rang on 21st April for an update - was told Lauren was in a meeting and would ring me back - she did not.I rang on 22nd April - was told Lauren was not available and another manager would ring me back - I received no calls.I rang on 23rd April - was put through to a manager who hung up on me. She then rang back and in the presence of an engineer she told me the oil leak was due a a PCV valve and this was a part that had been re-used from the old engine and thus not covered by warranty.I was astounded that parts of the old engine has been re-used, given that as far as I had been informed, I had paid for an entirely new engine in Dec'23.I asked for confirmation that, if a part was re-used and thus installed at the time of the engine change, why would this not be covered by the parts and labour warranty. I was told they would check this and ring me back that day - I received no call.I rang on 1st May - was told Ross was dealing with my case and he was not available. I was told Ross would ring me back as a matter of urgency - I received no call.I rang on 7th May - I was told that I had previously spoken to Richard and Jennifer (I presume the 23rd April call) and I said I had spoken to quite a few others as well. I was told Lauren was dealing with my case and she was unavailable. I was told she would ring me that day - I received no call.I rang on 8th May - I was put on hold for Lauren but the phone was answered and immediately hung up. I tried to call back but there was no answer - I left the phone ringing for c.5mins to see if it would be answered. It was answered and immediately hung up by the person who answered.I called in to the showroom on 13th May. I got to speak to Ross who told me that LandRover had advised them that the PCV valve was not covered by the warranty and they had tried to get a goodwill payment. He told me that I should ring LandRover to see if I could do any better (often they respond to customers better than dealers apparently). I asked Ross about the window repair and he told be it would be c.£900 and had not yet been done. I was amazed - the vehicle had been in for a month and nothing had been done with it. I asked for the window repair to be done asap. Ross said he would advise me when the windows were repaired, and I told him I woould let him know if I got anywhere with LandRover.On 14th May I called LandRover Client Relationship Centre. They told me that no-one from Charles Hurst LandRover had raised a case with them about my car. They told me there could be no warranty because the two-year warranty period had expired and their policy is that claims must be raised within the two years. They advised me that my dealer was responsible for raising issues within the two years and if they do not, then it is the responsibility of the dealership to rectify.I asked if the PCV would have been covered under the 2-year warranty on the engine. They advised that "The PCV valve is not part of LR127425. Only the part that was ordered would have received the part warranty for paid repair. Any existing parts that were not faulty would have been used during the repair as advised previously by our Technical Team".This appears clear enough - the part is not covered by warranty, but the answer brings into question the conduct of Charles Hurst LandRover during the engine issue:1) why was I not told that parts would be re-used (as far as I was aware I was getting a whole new unit)?2) which other parts were re-used without my knowledge?3) was the PCV valve functional and fit for purpose when it was re-used (note that the car did only c.600 miles after the engine change before the oil leak was noticed)?4) was the PCV valve damaged when installed in the new engine, thus causing it to fail?It is now 5th June 2026. I have had NO CONTACT from Charles Hurst LandRover since I spoke to Ross on 13th May. I have no idea whether the window repair has been carried out. I have not authorised any work on the oil leak / PCV valve aside from diagnostics and will in all probability take this to the independent LandRover specialist for repair when I get the vehicle back.

Can I ask why my complaint has not been dealt with as per your policy. And who I can escalate this to.I sent original complaint on 23rd April 87831538And as no response again on 13th May 88262049Still no response.This is disgraceful and want a full explanation as to why you are unable to answer my complaint.Tentatively awaiting a response.Cathy

Charles Hurst Land Rover - Belfast I've been a customer for the past 15 years and purchased 10 vehicles including Range Rovers, Defenders, Velar, & Evoque. My recent experience with the service department was by far my worst. My Defender went in for a parking sensor repair. 3 weeks later I'm told that the staff member looking after me had left and nothing had been progressed. 2 weeks later, getting an call back seemed to be an impossible request. Eventually got the car back after more than 5 weeks. Sat waiting in the service department for nearly an hour for them to get the invoice and keys only for them to try to over charge me. Eventually resolved but what an absolute shambles. Not looking forward to getting my OCTA and RRS through the their next services.

purchased car on 30th January, developed fault 23 days in to ownership, in the garage for 3 months, only received the vehicle back last week with the fault still present. has attended the site today to reject the vehicle due to the fault and was very abruptly advised that his rejection was rejected and to take the car back with him

Hi there,It’s still showing ‘Service Needed’ on my dashboard. How do I remove that?Thanks,Rupert

Hi there. Just some feedback on the sale of landrover defender 90. Diogo was the sales in Belfast. Excellent service. We asked for a quick turnaround cause heading away 2 days after sale agreed. We both are very impressed with the fuel economy of it 31mpg for motorway driving and on B roads in around. Performance and comfort was very good for a jeep like vehicle

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Rober Hamilton, Registration No. R66ADHPlease 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: 31st January 2026Date of complaint: 28th May 2026Goods details: Land Rover Range Rover Evoque HatchbRegistration number: R66ADHNew/Used: NewMileage at POS/POI: 10Current mileage: 800Agreement number: 103410280 Price of goods (at sale): £46338.10Advance amount: £40838.10Deposit amount: £5000.00Term: 49PCP/HP: PCPPCP mileage: 32677Dealer 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 ServicesComplaint Detail Customer’s Preferred ResolutionFaults:- Engine- Exhaust sensorsTimeline:- From 1st week from the purchase of vehicle RejectionWe 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.- Has 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 goodsThis email is intended only for the above addressee. It may contain privileged information. If you are not the addressee you must not copy, distribute, disclose or use any of the information in it. If you have received it in error, please delete it and notify the sender.Jaguar Financial Services and Land Rover Financial Services are trading styles of Black Horse Limited.Black Horse Limited. Registered office: 25 Gresham Street, London EC2V 7HN.Registered number: 661204 England and Wales.Authorised and regulated by the Financial Conduct Authority.Jaguar Contract Hire and Land Rover Contract Hire are trading names of Lex Autolease Limited;Lex Autolease Limited: Registered Office: 25 Gresham Street, London, EC2V 7HN.Registered Number: 1090741 England and Wales.Authorised and regulated by the Financial Conduct Authority for credit related regulated and insurance mediation activities.

Good afternoon,We have received a new Satisfactory Quality Dispute complaint from Robert Hamilton, Registration No. R66ADHPlease 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 InformationInception date: 31st January 2026Date of complaint: 28th May 2026Goods details: Land Rover Range Rover Evoque HatchbRegistration number: R66ADHNew/Used: NewMileage at POS/POI: 10Current mileage: 800Agreement number: 103410280Price of goods (at sale): £46338.10Advance amount: £40838.10Deposit amount: £5000.00Term: 49PCP/HP: PCPPCP mileage: 32677Dealer 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 DetailCustomer’s Preferred ResolutionFaults:EngineExhaust sensorsTimeline:From 1st week from the purchase of vehicleRejectionWe require the following information from you, where applicableEvidence/confirmation of any pre-sale vehicle checks that were completed.Please provide a copy of the vehicle advertWas there any negative equity included in the finance amount? Please also provide a copy of your sales invoice.Was there any external contribution towards the deposit e.g., manufacturer contribution / government contribution / scheme/ allowance?What was specifically discussed at point of sale regarding the mis-sale/mis-rep allegation, if applicableA 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.Evidence/confirmation of any diagnostics/repairs completed, this to include specific dates, mileages, specifically what was carried out and why?Confirmation of service historyAre 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?Any other comments/evidence you feel are relevant.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.Has 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 dateHave you submitted an AVC / Goodwill contribution due to the customer’s request to receive a replacement vehicle /reject the goods

I bought a used 2.2D Evoque in July 25 having noted in its service history that it was recalled / repaired (Belfast) in Jan 25 (Steering Rack). Reg YC64LSE.It has recently displayed a total loss of Power Steering, which (upon enquiring online) seems to be as a result of the very problem the recall / repair was attempting to avoid ?Having spoke to both Belfast / Dungannon it seems it could be 2 months before I can confirm the above, leaving me stranded as is.Do you have any means of checking the above, or a list of approved garages where I can at least confirm the problem is related to the initial recall ?Regards, Cameron Dodds (51 Cusher Green Mountnorris Co Armagh BT60 2TT 07778412190