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

Hi, I’ve just been dropped to work via a taxi after waiting specifically 3 months for my recall appointment to ensure I get a course car. My job requires me to be out in the field and now I am not able to do that today meaning I miss certain targets for pay. I was told “the courtesy car I booked you in for hasn’t came back” how can a car just not come back therefore letting another customer down. I was then offered a taxi to work, bare in mind I work in Lurgan, so this is quite a big journey to then be told I must make my own way back to pick my car up before 5. I now have to pay for a taxi to come all the way back to Boucher Road which will cost me around £40. I then asked for some compensation as I had booked in for car key batter replacement and aircon refresh - the guy serving offered me the free £10 car key battery replacement and said they couldn’t offer the aircon refresh as well.I’m completely infuriated by the whole situation and then to be asked to maybe just rebook after I had made specific arrangements to come to this appointment today, missing out on sales myself and being late to my own job. Absolutely no courtesy in mind as to how this appointment has disrupted my day to just be told to “rebook”. I’m absolutely appalled and I would like further compensation for this today as it’s completely unacceptable.

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

I had my vehicle in for diagnostics which was supposed to be on a Friday. The vehicle was returned to me the following Monday, with damage to the rear driver side wheel and rear driver side door. Photos have been sent to both the service rep and manager the folowikg morning agter collecting the vehicle. They are not returning my calls and have not made any attempt to resolve the matter. They informed me cctv would be checked, but I have had no update since.

Good Morning,I 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: Christopher ConveryRegistration: DYZ9556Inception Date: 17TH July 2024Date Of Complaint: 23rd April 2026Goods Details: Land Rover Range Rover Sport EstateNew/Used: NewMileage At POS/POI: 0Current Mileage: 16000Agreement Number: 578648209The customer has advised us of the following fault/s ;• Battery would not charge• Vehicle would not start in electric modeAt 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.

Car booked for recall work over 8 weeks before I could get date told it would be 2 days car left in 21st still not finished today no contact or updatesTook time of wed/ Thurs to be able to collect told SHOULD be ready tomorrow service atrocious from a large company no help to get car to you paid for that myself and managed with no car for weeks very disappointing

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: Seaneen McNallyRegistration: BVZ2277Inception Date: 13/03/2024Date Of Complaint: 17/02/2026Goods Details: Land Rover Range RoverNew/Used: NewCurrent Mileage: 12,000Agreement Number: 578730536The customer has advised us of the following faults ;• Squeaking noise from wheel• Car broken down, amber engine management light• Gas leaking from airbag (Recall)At 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.Hello,Please can I get an update on the below please?Can you confirm if the fuse box was replaced? If so when was this completed and what was the mileage on the vehicle?Please can you also confirm how long the vehicle was in with you for each visit? E.g. how many days each time, this is so we can calculate the loss of enjoyment appropriately if required.Can you also confirm if the fuse box replacement is due to manufacturing defect, wear and tear or sudden mechanical failure?Kind regards,Danielle

As per phone call, a detailed list of issue/complaint regarding the handling/timeframe and non resolution thus far by JLR Belfast.I purchased my car YH72JVF on the 22nd January and from picking up the car I have had issues, I made a call after collecting my car and realised the other person at the end of the call could not hear me when connected via bluetooth. On stopping the car at traffic signals etc and the car start/stop function engaging all is okay but when lifting your foot off the brake pedal and the car engine engaging again the infotainment screen cuts out/goes blank then goes back on. These issues were notified straight away to JLR.2 days after having my car when starting my car to head out for the day the screen knocked off completely/went blank, the radio was on loudly and none of the controls on the car to control the infotainment system would work to either switch it off or adjust the volume down. I switched the car off, exited the car and locked it up trying to reset/restore the infotainment system with no avail. I ended up driving over to JLR to be told there was no one there to look at it on that day which was a Saturday. I was speaking with Lois, she called JLR breakdown service to see if someone there could come out to me and look at the car but was told there was no one available. I was informed that if this happened again I was to call JLR recovery and have them come out and look at the problem myself.Lois had booked me in for the next week for them to get my car in, have it inspected and plugged in for diagnostics. My car was brought in and apparently looked at, I was told by Lois that she had ordered a new microphone to replace the current one and updates need to be performed in my car to resolve the issues.I called a few times to try and get updates on the arrival of the microphone so that I could get my car booked in and get the issues resolved so I could finally enjoy my new car, a few attempts were made by myself via phone calls, messages left and emails sent with no reply and I was wanting to have these resolved asap and before I went on holiday. When I did get in contact I managed to get my car booked in the week before I was due to go on holiday, my car was dropped off on the morning of the 4th March with the agreement the work would have been carried out and I could pick my car up again on the 7th March but on the day of collection I got a call from Lois to say it was not ready and the issues were not resolved could they keep ahold of the car whilst I was away, what could I do but agree!? So all in all that would be a total of 5 weeks my car was due to be in with JLR!On my return from holiday I had an email from Diogo, might I add has been fantastic, conducted in a professional manner and accepted responsibility even though the service end of JLR is not his role! He had informed me that JLR would be closed on Easter Monday and Tuesday that my car would be available to collect from Wednesday morning.On arrival to collect my car on the 8th April, 5 weeks later, I spoke to Diogo who advised me to chat to Lois while he went to get my car and find out what the issue was. On speaking to Lois she had said that the microphone wasn’t replaced (even though it was the part I was supposedly waiting on before getting booked in) and didn’t need doing, that it all just needed system updates and if I had any further issues then the infotainment system would need to be replaced but she had checked my car and spoke on the phone to assure me it was resolved. So I get out to my car and both the inside and outside were dirty but I took my car and drove off, on getting to the traffic lights my infotainment screen yet again went off, I dialled JLR, tried to speak with Lois who wasn’t available so got talking to Diogo who could clearly tell my microphone/bluetooth still wasn’t working either.I drove back round to JLR and was met by Diogo and given a car whilst mine was looked at with immediate attention, 1 week later I called to get an update and my car was still sitting and not been looked at! I got a call from Diogo to say he had been notified by serviced that a technician was about to look at my car that day to try and get the bottom of things. I was then asked to come in to JLR 7th April to take the car out with one of their top rated tech specialists (Andy) who asked me some questions about the issues, seen and took note of the issues. Andy proceeded to tell me the car would not be seen or dealt with that day but on the Monday it was his job and priority to sort. I called JLR for an update and progress of what they were doing/found to fix my car and get it back to me to be told that it has yet again sat there for another 2 weeks since turning back around and being my car back in and to be told that it was not going to been seen or looked at until another week! I asked to speak to the service manager Lauren but was told she was in a meeting and would be assured that she was going to call me back today and might be a little later on but I have had no call whatsoever.I am sorry but that is not acceptable! To say I am completely discouraged and unhappy is an understatement, this is not the level of service that I should have been given from JLR. At this stage I really want my car fixed ASAP and now to for Charles Hurst/Jaguar try to somehow make it right. I purchased my car 12 weeks ago, it is my second Jaguar F-Type purchased from you and it has currently been sat with JLR for 7 weeks!At this stage I would want some form of resolve with my car and compensation for the stress and inadequate service I have dealt with in regards to the service, otherwise I WILL take this matter further.Yours faithfullyDean Sessions

Before complaining, the list of cars I have purchased from CH. 3 Range Rovers, 1 Jaguar xe, 2 Jaguar xf, 2 Jaguar f-types, 1 defender, so a loyal customerUnfortunately when trying to service my car my patience is tested. My RR needs new brake pads. Earliest you can look at it is 22nd July. Honestly. On the 2 previous services I told you about a rattle in the rear speaker. Both times not fixed....it still rattles. On my F-type the roof panel rattled. When I picked it up it still rattled and it was not fixed as apparently the car was out of warranty. I only found this out after I rang because it was not fixed. Nobody told me. I also believe I tried to book the service before the warranty expired and the reason it was out of warranty was because of the time it took to get an appointment. For a loyal customer your service is shocking and I will be purchasing my next RR and electric Jaguar from elsewhere