Bit of a disaster actuallyHad 3 faults to get resolvedThey hadn't time on my last service a few weeks ago but were still on their computer yet nobody rang meApp on phone not working so I showed them it wouldn't open the doorsI was 30minutes away when they rang to say the keys are locked in the car🙈🙈I returned and they tried without success I had to drive to Dungiven to get spare key as they couldn't get inSecond fault door step sign on dash to say it's faulty 🙈🙈Fix only lasted 4 days sign on againHandle to fix on boot sliding topStill not Sorted 🙈🙈I spent all day going around Belfast passing the timeI rang at 4.45 for update to be told it had to stay on computer all night took 90 minutes to get home in rush hourRang next morning person dealing with it was with a customer anddidn't ring me back 🙈🙈Rang again and told to collect at 2.30I lost 2 days work 🙈🙈Colum

Ticket No. 83769360Despite numerous emails I have had no response. I received a text to contact JLR Boucher ref the appointment. I was told I had cancelled this, untrue, then told to contact JLR UK as CH had no record of the work to be done for the recall. I then had a call from a lady called Lois Townsley from CH & was asked what I wanted as she had been instructed to contact me but didnt know why?Following my previous compliant, ticket no. 83999788, during which I did have to contact JLR UK to arrange an appointment on my behalf with CH JLR as I could not get any response from CH.This issue has been ongoing since August this year following a recall message from JLR UK.I cannot begin to describe my frustration at the complete lack of any form of customer service from CH JLR. My current vehicle was not purchased from CH. I ahd previously bought my last 3 new Evoques from them & after that and the complete lack of customer service I decided I would not buy any vehicle from them again.I finally managed to get an appointment for Friday 21st Nov after being offerred February 2026.I am not looking forward to visiting this dealership but unfortunately I had little choice.Thank youMichael

Hi teamService plans and warranty policies (apart form Aston Martin and Bentley) aren’t regulated – as such please can this be logged for the dealership to action.Thank youKind regardsIsabellaF and I ComplaintsManchester Head OfficeLookers House 1st Floor, Lookers Stoke, Bede Road, ST4 4GUlookers.co.ukFrom: GDPR HelpSent: 17 November 2025 16:04To: F and I ComplaintsCc: GDPR HelpSubject: FW: Charles ChurstService Agreement No 12H0CBImportance: HighHiyaCould you please handle this complaint?I can’t see any GDPR-related requests in the case, so it should be straightforward.JarkaGDPR HelpLookers Motor Group LimitedLookers House, 1st Floor, Lookers Stoke, Bede Road, Stoke, ST4 4GUT: 0161 291 0043lookers.co.ukFrom: tracey frameSent: 17 November 2025 15:11To: Feedback; GDPR Help; F and I ComplaintsCc: DAVID FRAMESubject: Charles ChurstService Agreement No 12H0CBImportance: HighExternal Sender: Confirm legitimacy before acting.Good AfternoonMyself and my husband bought a Range Rover Sport from Charles Hurst Used Cars in Mallusk in May 2023. At the time of the purchase we were advised by your Sales Person that we could purchase both a Warranty and also a Service planwhich would give us peace of mind, 2 years for the servicing and 5 years for the warranty, we were advised that the Service Plan as would include both a standard service and also a larger service. When we received the vehicle it wasn'troad worthy so we had to wait for 3-4 weeks until you had completed all of the work that was to be done, which by the way was undertaken by Charles Hurst Boucher Road, Belfast.The following year (2024) we arranged for the car to be serviced by CH Boucher Road and again this year (2025) we left the car into be serviced to the same dealership, I have attached the documents which describe plan that we had purchased whichadvises we bought a Major Service and an Interim Service, I also recently obtained a copy of the Land Rover Online Service History which states that the Major Service had not been completed, the only work that had been completed this year was an oil and filter changeand last year was the bare minimum.I have found over the last 2 years of dealing with CH Land Rover Boucher Road some of the most condescending experiences of my life, made to feel on several occasions that I was a bother to staff and that because we had extended ourselves to afford the luxury of a Range Rover that weweren't really deserving of the treatment I had witnessed with several of your other clients, with, for example newer models etc, I had many unreturned calls and the bare minimum information provided when I did speak to them the majority of the time, one particular time I was provided information that related to an issue with the car that involved the warranty we had purchased, I waited approximately a week to get a response from Charles Hurst Boucher Road and when I called them I was told the Warranty company hadn't got back to them, so I decided to call the Warranty company myself, they told me that they had been waiting for information from CH for days, when I went back to advise you of this I was told, I will get onto them now, I even had to chase Charles Hurst up again for an update, I don't think it is a customers place to have to chase up information that the Warranty company has requested, I did call to speak to the Manager of the Boucher Road site and requested a call back that day as I was quite concerned about the findings but was told, he was too busy to speak to me that day.To say that we are bitterly disappointed would be an understatement, we have had the wool pulled over our eyes and deceived by a company whom we trusted and had respect for, I was not concerned about how much the Service Plan was at the time of purchasing it as it was to give us peace of mind, whether it covered all of your costs was your issue or concern not ours, if you sell a product with certain specifications for a certain price then I think it is up to you to fulfil your part of the deal, after speaking to several bodies regarding this we are writing to you in order to receive your explanation on the matter.I would appreciate it if you could come back to me asap so we can therefore continue our process.RegardsTracey Frame

I am raising a complaint regarding Safety Recall D035 on my PHEV, which identifies a risk of sudden loss of drive with no warning and hihglight an increased risk of an accident. As a result, I do not feel safe driving the vehicle for myself, my family or members of the public.When I attempted to arrange the recall repair, Jaguar Land Rover advised they were unable to carry out the work due to a cyber-attack and could not provide any timeframe for when the repair could be completed, other than marking my case as “urgent.” They also stated they would not arrange a collection despite me highlighting my severe anxiety around driving the vechle and the need to travel on a central motorway to get to the garage. Roadside Assistance also refused to collect the vehicle on the basis that recalls are not covered.I am now left paying for a vehicle that Jaguar Land Rover has deemed unsafe, cannot be repaired within a clear timeframe, and cannot be safely driven. I have had no access to the vehicle since receiving the recall notice.I am requesting urgent resolution, including collection of the vehicle, provision of a courtesy car, a clear timescale for the recall repair, and compensation for loss of use. This situation is causing significant inconvenience and financial impact given that I am paying monthly for a vehicle I cannot use. I deparetley need a vechicle now that it is winter. I am also unable to do my food shopping and haviung to arrange delivery as I used my car for this.

Hi registration is Fm22bhd ranger rover velarIt's in under paul tobin motorsCharles and hurst JLR belfast are dealing with the car.To get straight to the main point the car has been in there hands for 4 months and is not ready to be driven yet.It is in under warranty something wrong with the gearbox? for 4 monthsI just want the car back.It's been 4 months also the breakdown service department is a joke no client care or consideration given what so ever.

Ref: Ticket 83769360Futher to my complaint re above ticket number today I received a voice mail for JLR Boucher Road to contact them to arrange a service date.I rang them & was told they had nothing outstanding for my vehicle and the only information they held was that I had cancelled my previous appointment, which was untrue.After spending 15 minutes explaining the circumstances surrounding this issue, I was then told the vehicle would need to left all day at JLR & would I need a courtesy car?I would need a courtesy car to get to work if the vehicle was to be kept all day & I was told in that case the service would then be February 2026.Pointing out that I had never cancelled any booking, had been trying to sort this out with JLR UK and having had no responses to any emails to JLR Boucher Road I was offered a date this month but would not have access to a courtesy car.This situation has been ongoing since August 2025 & has taken my time on emails that had never been responded to, being told I had cancelled prior appointments, which I find completely unacceptable & a very poor level of customer service.Astonishingly the person at JLR Boucher Road advised me to contact JLR UK to find out if there was a security service recall issue in the first place as any JLR Boucher had been notified of had now expired!Can you please update me.

One star for the service and the taxi home, zero for after sales service. I took my son's Range Rover to JLR Belfast to get serviced. When I booked it in I was asked if I wanted to wait until the job was done or leave the car, I opted to wait. When I arrived with the car I was told it would be a 4-5 hour job and there was a chance it might not be completed that day as it was a major service. They did get me a Taxi home at their expense and said they would deliver the car to my house when it was done. After the service I was informed that there was two jobs that needed doing at a cost of almost £1000. I asked if they were covered by the extended warranty. I was told that they didn't know but would check and get back to me in 15-20 mins, I waited till almost closing time and rang them back as the call had not been returned and was told the same thing. I still had not received a call by the following day so I rang them again and got the same answer and again no return call. I gave them one more chance and rang again only to get the same story, "I'll look into it and ring you back in 15-20mins" It has now been a week and I am still waiting for the return call. Appalling customer service. When my son returns home from working abroad I will be telling him to take his business elsewhere in future.regardsDerek Wilson

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: Mr Marc RobinsonRegistration: AYZ2115Inception Date:  30 May 2022Date Of Complaint: 05 November 2025Goods Details: Land Rover Discovery Diesel Sw 2.0 SNew/Used: UsedMileage At POS/POI: 55,579Current Mileage: 105,000Agreement Number: 118341337The customer has advised us of the following fault/s;• Multiple breakdowns• Earth connector fault• Roof liner replacement• Rear glass roof blinds replacement• Front roof blind replacement• New over head console replacement• Calibrated front and rear roof blinds.• Replaced discovery badge• Removed and refitted front windscreen.• Internal defect in osf electric window motor.• EML due to NOX sensor fault.• Spare key and KVM replacement• Droaning noise and wheel bearing had excessive ply• PSR regulator failed.• Critical oil on dash and internal engine failure.• leak at back of the engine, new intake manifold replaced.• Major coolant leak - replaced air cooler• Theft mitigation• Dipstick keeps blowing out of holder.• Low oil• Boost pipe leaking• Excess oil in breather.• Oil separator replaced.• Replaced turbo outlet pipe.• Oil filter replacement.• Pipes corroded.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.Please confirm if you have submitted an AVC / Goodwill contribution due to the customer’s request to receive a replacement vehicle /reject the goodsAt 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.Kind regards,

Dougie was extremely helpful in every way it was a real pleasure dealing with him regards Audrey KaneSent from my iPhone

Good morning, I am hoping you may be able to help with my enquiry or point me in the right direction.I received the mail below early August this year.Despite numerous attempts to contact Chas. Hurst JLR I had no response.I reached out to your customer service team who kindly helped me & made a booking with Chas.Hurst on my behalf.I understand how badly the recent cyber-attack reflected on your business but cannot understand the JLR Chas.Hurst dealerships completely ignoring my mails whichI attach email threads for information.I have reached out to JLR again in the hope that someone could help as Chas.Hurst JLR have provided no customer service at all.Thank you.Yours sincerelyMichael