We purchased a used Evoque in September 2025.Due to a current fault with the car and a call to the service department, we were informed that there is an outstanding recall on the car. Not only had we not been made aware of this, it turns out after research that the recall was dated 07/07/2025. I’m trying to understand why this recall item was not completed prior to selling us the car? Additionally we were really shocked to find out the soonest date to get our car fault looked at and the recall completed, is April 2026. This is just far below the service standard which was promised to us upon purchase.

The customer has advised us of the following fault/s ;• Fuel pump issues• Hybrid battery coolant pump and coolant heaters• Tyres faultAt 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.This 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;

Hi i took out pcp on a 2019 landrover rangerover evoque in Jan 25 and I've had issues with the car from day 1 firstly it had 4 defective tyres of which I had to get them to replace front 2 due to severe cracks they told me the rear tyres were ok even though kwik fit had advised me that they weren't within a few days the reversing cameras didn't work touchscreen was freezing no reversing cameras would come on touchscreen would go blank i advised them they took the car in and told me it was all sorted but within days it started again the camera when reversing would come on now and again but go off during manoeuvres I've been trying to get this sorted for a while now and eventually the car went in on Monday 12th Jan 26 for diagnostics I picked the car up on Tuesday 13th Jan and was told it was all fixed software updated fault logs cleared but when I was driving out of the forecourt guess wat it still wasn't working no reversing cameras I had customer services check it out they agreed something wrong as they couldn't access the cameras I've been waiting since then on a call for my car to go back in to get fixed not even a phone call I'm very angry and frustrated I'm paying alot of money nearly £400 monthly plus a £5000 deposit for a bucket of scay to say I'm unhappy is an understatement can you please have this sorted ASAP I'm at my wits end and ready to hand this car back and seek legal advise ?

Dear Sir or Madam,I am writing to raise a formal complaint regarding the handling of my vehicle repair and the ongoing aftersales support I have received from Charles Hurst.My 2022 Range Rover Evoque which was purchased on 2nd September has been off the road since 16 December following a complete electrical shutdown. The vehicle was recovered and subsequently diagnosed by your service department as requiring a replacement DC-DC converter, which I was advised is a warranty-related failure.Since that date, I have been without my own vehicle and, as of today, there is no confirmed end date for the repair due to the part being on back order. While I understand that parts delays can occur, the length of time the vehicle has been unavailable, combined with the lack of clear communication and updates, has been extremely disappointing.In addition to the prolonged repair delay, I have experienced ongoing issues regarding the hire vehicle provided as a result of this breakdown. I have received repeated calls from Enterprise advising that authorisation for the hire has not been extended, and I have been told that I may be held personally liable for the cost. This has caused me significant distress, particularly as the hire vehicle was provided solely due to a warranty failure and my car remaining off the road.Despite notifying both Charles Hurst and other involved parties of this issue in writing, I have not received timely responses or reassurance that this has been resolved. I do not believe it is reasonable for me to be exposed to financial liability or ongoing stress as a result of administrative failures beyond my control.To summarise:• I have been without my own vehicle since 16 December• The fault is a warranty-related failure on a 2022 vehicle• There is no confirmed repair timescale• Communication has been limited and reactive• I have been placed under unnecessary stress regarding potential hire car liabilityThis situation has fallen well below the standard of service I would expect from a Land Rover main dealer. I am extremely dissatisfied with how this matter has been handled and the impact it has had.I am requesting:• A clear written update on the status of my vehicle and the DC-DC converter order• Confirmation that the hire vehicle is fully authorised and that I will not be held personally liable for any charges• Details of how this complaint will be investigated and handled going forwardPlease treat this email as a formal complaint. I would appreciate written acknowledgement and a response as a matter of urgency.Kind regards,Blaithìn McCooey[car reg Ya22loh

I am writing to formally raise a complaint regarding the Land Rover Discovery Sport, registration RRZ 7719, that I purchased from you on 19/08/2025 from Charles Hurst Land Rover Belfast.Since shortly after the purchase, the vehicle has experienced repeated loss of engine power. As a result, I made a claim under Land Rover Motor Assist, which was the assistance policy supplied with the vehicle at the time of purchase.Following an inspection and investigation carried out by Land Rover Motor Assist, I was advised that the vehicle is fitted with a DPF (Diesel Particulate Filter) diesel engine and that the loss of power issues are consistent with the vehicle being used for urban or short-distance driving. I was further advised that these issues are likely to continue due to the vehicle being unsuitable for my driving requirements, which consist entirely of urban mileage.At the time of purchase, I was not advised that the vehicle would be unsuitable for my driving requirements. My use of the vehicle is limited entirely to short journeys and urban mileage, and therefore the vehicle supplied is not fit for purpose, nor of satisfactory quality for the intended and foreseeable use.Under the Consumer Rights Act 2015, where a fault or lack of conformity arises within the first six months, it is presumed to have been present at the time of sale unless the retailer can prove otherwise. I am therefore exercising my statutory rights.For clarity, the vehicle was purchased using a combination of a cash deposit and a PCP finance agreement. In the event of a refund under the Consumers Rights Act 2015, I understand that the remedy should unwind the entire transaction, including cancellation of the associated finance agreement without penalty, with the finance balance settled directly with the finance provider and my deposit returned in full. I do not accept that any early termination charges, interest, or other penalties would be applicable in these circumstances.Given that the vehicle has never been suitable for my driving needs, and this has been confirmed following the Land Rover Motor Assist investigation, I am requesting one of the following remedies in accordance with the Act:- A full refund of the purchase price, or- A replacement vehicle that is suitable for urban driving and my stated usage requirements.Please confirm in writing how you intend to resolve this matter within 14 days of the date of this letter. Should I not receive a satisfactory response, I will consider escalating the matter further, including seeking independent advice and pursuing my rights through the appropriate channels.I would prefer to resolve this amicably and look forward to your prompt response.

Hi, I'm writing on behalf of my Wife Ciara, In November she had a engine warning light appear on the dash. The car was due a service, So i put it in locally (In Fermanagh) for a service and to get it checked, my mechanic done service and when he checked faults it came back that there was a NOS sensor fault in the exhaust, and it would be covered by warranty.So I contacted James McIntosh in Sales team and he gave me a phone number to a repair team that come out and do change etc onsite. So i called them and they advised that the car was out of MOT so they could not complete and we would have to go through JLR. We then checked and it was out of Tax on 1st Jan also, So the panic was on to get all arranged.So, i called to arrange and the only date that I could get was 2nd of December, So I explained that we would need all works completed on that date as we had to travel from Fermanagh and we had to get MOT'd. He said he would organize all and admittedly it did state on the confirmation email that parts should be ready.My wife and myself took the day of work and travelled up to be there for agreed time of 11am. They young man gave us a courtesy car and said it would take 4-6 hours, so we went into Belfast and done some Xmas shopping etc to kill the day.When he called we made our way back out to Boucher road, On arrival the man said that there was a fault in the sensors and he would submit this to warranty company for review and he will be in contact by Thursday of that week, I expressed the urgency and he agreed he would get all sorted and even expressed the possibly of moving all to JLR in Dungannon as it is closer to us.This where the JLR experience shows it's cracks, I hadn't heard back from the man by the Friday so I called the following Monday and spoke to another man and he said that Ross Wilson (I found out his man at this stage) was off sick and he should be back soon. So I emailed James on the Tuesday and he also said Ross was off and cc'd Ross into email reply. I gave it til the Monday 15th and emailed again, and when I didn't get a replied i phoned and spoke to a Woman and she said that Ross hadn't returned and she would try and get into his system and phone me back and that is the last I have heard of from Charles Hurst until today when I got an email looking for me to book a service on Ciara's Car.Having NOT heard from Chares Hurst and things were getting desperate, I had to contact a garage locally and get a System Regen completed, at my own cost (£100). This helped by cleaning out sensors and temporarily turned off the engine light long enough for Ciara to get a MOT done and therefore tax car also. But the light came back on over Xmas and we are back to square one.I presume and hope that Ross is okay and has returned to work, but I haven't heard anything from him or anyone at JLR Belfast even though I was promised several call backs.I suppose what I need to know is:Are you telling me that Charles hurst doesn't have a CRM system in place that all customer queries etc are logged on, thus allowing others to pick up Ross' work when he was off??Were Charles Hurst going to give Ciara a courtesy car to drive around in Jan if this was not sorted as she couldn't legally drive her Evoque??And ultimately, can you let me know your Status/Outcome of warranty so we can get car repaired?I work as a Support engineer for Terex, and deal with warranties/breakdowns everyday from customers all over the world, and i can assure you that this has been far from well handled.Also, feel free to call me on my mobile number listed if you want to discuss it further and I look forward to hearing from you.ThanksStephen

Hello,I am writing to formally escalate a serious issue regarding my Range Rover Evoque, purchased from Charles Hurst only 12 weeks ago.The vehicle suffered a complete charging system failure, rendering it totally non-drivable. What followed has been an extremely stressful and prolonged experience that I do not believe is acceptable for a premium brand or a nearly new vehicle.I was left waiting approximately six hours in freezing conditions for Land Rover Assist recovery, eventually having to leave the vehicle due to exhaustion and cold. An AA technician attended at around 7:30pm but did not have a flatbed recovery vehicle. As a result, my car remained unattended until the following day, was then taken to an AA yard in Cootehill, and will not reach Charles Hurst Belfast until several days after the original breakdown.I have now been advised by Charles Hurst that the estimated timeframe to repair the vehicle is up to four weeks, citing parts availability and the Christmas period. Given that this vehicle was purchased only 12 weeks ago, has already caused significant disruption, and is essential for my work, I do not consider this a reasonable timeframe.I am currently relying on a temporary Enterprise hire vehicle, however I have been informed that Enterprise expect the car returned by tomorrow, 31 December. Despite repeated attempts today, Charles Hurst has not contacted me to confirm an extension, leaving me under significant stress and uncertainty.I drive for work and need to be able to rely on my vehicle. The ongoing uncertainty, lack of communication, and prolonged loss of use have caused considerable anxiety, and I do not feel safe or supported in my current situation.Given the age of the vehicle, the severity of the fault, the recovery failures, and the now extended repair timeframe, I am asking Jaguar Land Rover Customer Relations to urgently review this case, intervene with the retailer, and confirm what support and resolution can be offered. I am also formally reserving my rights under the Consumer Rights Act 2015 should the repair not be completed within a reasonable time or without further significant inconvenience.I would appreciate urgent contact to discuss how this matter will be resolved.Blaithìn mccooey[Vehicle registration YA22LOH00353862422440

I am very disappointed with the very poor service I am receivingI have emailed the customer service agent a number of times since last Wednesday and have had no replyCan someone please contact me and deal with my emails

I am writing to formally raise a complaint regarding a serious breakdown involving my Range Rover Evoque, which I purchased from Charles Hurst only 12 weeks ago at significant cost.The vehicle suffered a complete charging system failure, leaving it non-drivable. I contacted Charles Hurst for assistance at 12.20 on Tuesday 16thw December, and was advised AA would be with me within 90 minutes, i subsequently waited six hours in freezing conditions, while cold, hungry, and exhausted, before I was forced to leave the vehicle. With many many calls to Charles hurst and AA in the meantime.An AA technician eventually attended at around 7:30 pm, but did not have a flatbed recovery vehicle. As a result, my car was left unattended until Wednesday afternoon, when it was taken not to a Land Rover dealer, but to an AA yard in Cootehill. I have since been informed it will not reach Charles Hurst Belfast until Friday, despite the breakdown occurring on Tuesday.Given that this vehicle was purchased only 12 weeks ago, this level of failure and the resulting inconvenience is extremely disappointing and well below what I would reasonably expect from a premium brand and a main dealer.the overall experience of a vehicle this expense with the milage and age should not have happened — the breakdown, prolonged exposure to freezing conditions, and significant delays in recovery and onward transport — has caused considerable distress and disruption.I would ask that this situation be reviewed in full and that you consider an appropriate goodwill gesture once the repair is completed.

Hello,I am writing to formally raise a complaint regarding a serious breakdown involving my Range Rover Evoque, which I purchased from Charles Hurst only 12 weeks ago at significant cost.The vehicle suffered a complete charging system failure, leaving it non-drivable. I contacted Charles Hurst for assistance at 12.20 on Tuesday 16thw December, and was advised AA would be with me within 90 minutes, i subsequently waited six hours in freezing conditions, while cold, hungry, and exhausted, before I was forced to leave the vehicle. With many many calls to Charles hurst and AA in the meantime.An AA technician eventually attended at around 7:30 pm, but did not have a flatbed recovery vehicle. As a result, my car was left unattended until Wednesday afternoon, when it was taken not to a Land Rover dealer, but to an AA yard in Cootehill. I have since been informed it will not reach Charles Hurst Belfast until Friday, despite the breakdown occurring on Tuesday.Given that this vehicle was purchased only 12 weeks ago, this level of failure and the resulting inconvenience is extremely disappointing and well below what I would reasonably expect from a premium brand and a main dealer.the overall experience of a vehicle this expense with the milage and age should not have happened — the breakdown, prolonged exposure to freezing conditions, and significant delays in recovery and onward transport — has caused considerable distress and disruption.I would ask that this situation be reviewed in full and that you consider an appropriate goodwill gesture once the repair is completed.Kind regards,Blaithìn mccooeyVehicle registration YA22LOH