Review Time
Luxuary car brand that leaves you on hold for 75 minutes - then promises to call back and does not. I pace owner - THREE traction battery repairs at a cost of £25,000... Now JLR have also given me a bill of £6,900 because a 12V has gone and and ongoing issue has gone in the gear box, the breaks, the parking battery... THIS CAR IS NOT FIT FOIR PURPOSE alongside the rest of the brand. Diabolical service and how the hell they deserved a government bail out is beyond me. The company needs a long hard look at itself. It's beyond a joke and the staff have zero clue how to turn this around. Someone please hire some staff that can answer a phone... is it that hard?
This complaint concerns the absence of required diagnostic documentation supporting a customer-paid repair performed by an authorized Jaguar Land Rover retailer.On November 18, 2025, my vehicle was diagnosed by Land Rover Bethesda for a no-start condition. Based on that diagnosis, I was charged for and authorized replacement of the main and auxiliary 12-volt batteries. That repair decision necessarily relied on diagnostic testing performed at that time.The retailer has since stated, in writing, that the pre-repair diagnostic records from that visit cannot be produced because the file is “closed and filed.” Jaguar Land Rover Customer Care has confirmed that it does not have access to those records and will not require the retailer to provide them.The absence of the diagnostic documentation that formed the basis for a customer-paid repair is not a service dispute. It is a failure of required diagnostic process and record retention. A repair was performed, billed, and justified based on diagnostic conclusions that can no longer be substantiated.Further compounding this issue, the retailer later represented that the replaced batteries tested within acceptable limits, directly contradicting the original basis for replacement. Without the original diagnostic records, there is no way to reconcile these conflicting positions or validate the necessity of the repair.I am requesting appropriate remediation for a customer-paid repair performed without producible supporting diagnostics, including reimbursement of charges incurred. At a minimum, this complaint seeks acknowledgment that diagnostic documentation supporting a paid repair is required and that its absence represents a procedural failure.This complaint is submitted to document a breakdown in diagnostic accountability and to seek resolution consistent with Jaguar Land Rover’s service and documentation standards.
I am so disgusted with this Company. With my late father’s legacy and the impending arrival of my Granddaughter, 12 months ago I purchased a three year old Evoque with 33,000 miles on the clock from JLR Canterbury. Soon after purchase the battery had to be replaced and on return from my holiday at New Year the DC DC converter went. The car has now been in a garage for ten weeks, with no anticipated supply of the part until mid April. I did not renew my warranty initially, but had a months grace to do so at the beginning of December. I was not informed that I wasn’t then covered by Landrover Assist, renewed last May, so had to pay for the car to be recovered. It is now at a local garage but because they are not a specified dealer customer services have no interest. The part in question has been updated five times with a design fault and there is a global shortage across all models!! I have now had a further letter for a recall on the passenger airbag - shame I can’t move it to have that done!! So beware of the situation and avoid a Landrover at all costs!! Their 55 years of driving excellence as stated in their customer service introduction, which by the way takes nearly half an hour to get through to fails miserably! The one star is earned by just one of the customer services team, Caroline, who did listen and understand and was keen to try and help, so a big thank you to her efforts.
Paige what a delightful young lady you are accusing my husband of calling you a C**T. You are a young girl, brand new to the job and messed up with our car and rather than owning up you accuse my husband of this! Disgusting behaviour and disgusting service from Bob Hazel who defend his staff (multiple) that lied for her and made the recorded evidence he promised was there disappear! Keep deleting my reviews, I will keep writing every platform!
First visit. P400e Jaguar FPace went in for a service. They deleted all the journey history and had somehow smashed the rear window. Given back to us with glass still inside the rear tail lid. Organised to take it back in 30 days later with a courtesy car became available. Turned up (with the wife and kids including baby seat) to be told that our appointment did not exist somehow. I had the email and message to confirm it did. Advised to go home and it would be picked up the following morning. Was picked up that evening, so another day wasted. The question is why was the journey history deleted in the first place?Second visit, was a 40k service. Got a call to say they could not check the gearbox oil and it would cost another 800 to remove the gearbox (4 year old vehicle). Asked them not to. When we got the car back realised they had power washed the 'P' from the P400e badge off. Been trying to get a response or months to get this repaired but no reply. Issued a formal complaint and still nothing back. The car will be going back to the finance company when the time is up. Will give Volvo a try next for family wagon.
I spent over £50k on a car which broke down 6 months later. They took three weeks to repair it at a different dealership of their choice and returned it with a dent in the boot. They are now refusing to repair it & telling me to take it up with this dealership- with whom I have no contract. They say JLR is separate from the dealerships.I will see if the Ombudsman agrees.
sad that i cannot give them 0 star, the experience is so bad, it is unbelievable, i was given a 06 Nov date and was told on the morning that the parts did not arrive, this would have been fine but for the fact that i was burgled and my spare key was stolen, JLR showed no concern telling me i choose to come to them despite being informed, keen to take money, the service is unbelievable
Well I tried to recover some of the loss from two catastrophic engine failures in 80,000 miles (diesel 2.0 Ingenium engine). JLR paid baristers to beat the little guy (customer) and won. Well done JLR. Screw the little guy with the sale of a terrible product, then screw him again when he tries to ask for help. You can't sell junk and survive, your reputation is dead. China knows how to make good products and take responsibility. JLR does not. Good luck with that. RIP inept management at JLR.
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Jaguar Land Rover Automotive PLC is the holding company of Jaguar Land Rover Limited, a British multinational automotive company with its headquarters in Whitley, Coventry, United Kingdom, and a subsidiary of Indian automotive company Tata Motors.
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