Review Time
I love my 2018 Range Rover Evoque! It’s classy, sporty, and makes every drive feel a little more exciting. It’s comfortable, reliable, and the style still turns heads. When it’s time to upgrade, I can honestly see myself getting a newer Evoque or maybe even the Land Rover Defender 90 V8 Bond, Edition. Since I do plan on retiring at the beach.
My experience with Group 1 Jaguar Land Rover Preston has been extremely disappointing and stressful.
While the sales experience was excellent (Jake Fry was professional and genuinely customer-focused), the service and aftercare department is the complete opposite.
Following warranty work on my vehicle, I was spoken to rudely and condescendingly by service staff, repeatedly accused of lying, and treated with a complete lack of professionalism. Reasonable requests were dismissed, basic customer service was absent, and escalation was actively discouraged.
Most concerning of all, within minutes of collecting my vehicle after warranty work, a red “Stop safely – electrical fault” warning appeared while I was stationary at traffic lights outside the dealership. Despite this, I was told it was a “new fault,” refused immediate assistance, and instructed to contact another dealership — even though I had just left their site.
I was left without a vehicle for the entire weekend and into the working week, despite the car being under manufacturer warranty and a PCP agreement. Requests for help, explanations, and even an email address to raise a complaint were refused.
This experience shows a serious lack of care, accountability, and basic respect for customers. The contrast between sales and aftersales is staggering.
Based on this experience, I would not trust this dealership with servicing, warranty work, or aftercare, and I will not be returning.
My experience with Group 1 Jaguar Land Rover Preston has been extremely disappointing and stressful.While the sales experience was excellent (Jake Fry was professional and genuinely customer-focused), the service and aftercare department is the complete opposite.Following warranty work on my vehicle, I was spoken to rudely and condescendingly by service staff, repeatedly accused of lying, and treated with a complete lack of professionalism. Reasonable requests were dismissed, basic customer service was absent, and escalation was actively discouraged.Most concerning of all, within minutes of collecting my vehicle after warranty work, a red “Stop safely – electrical fault” warning appeared while I was stationary at traffic lights outside the dealership. Despite this, I was told it was a “new fault,” refused immediate assistance, and instructed to contact another dealership — even though I had just left their site.I was left without a vehicle for the entire weekend and into the working week, despite the car being under manufacturer warranty and a PCP agreement. Requests for help, explanations, and even an email address to raise a complaint were refused.This experience shows a serious lack of care, accountability, and basic respect for customers. The contrast between sales and aftersales is staggering.Based on this experience, I would not trust this dealership with servicing, warranty work, or aftercare, and I will not be returning.
JLR and LR Asisst (currently programmed into my phone as LR Sh1t Assist) need to be shut down as not fit for purpose. They may as well answer "hello, thank you for your call today, we are happy you've broken down, we're going annoy you, waste your time, lie to you, not call you back and then do nothing until you have to chase us again".... The lack of service, along with with the jumped up AA man who Oi'd my partner after told him to leave when he thought it was perfectly acceptable for our car to have water leaking down behind the dash and trickling on to his foot....has prompted me to return to the dealer and get them to buy our vehicle back!!!! RR full size.I will never Ever set foot in LR dealer again and can only warn people that the horror stories are true, but worse when your living them and JLR attitude is - frankly my dear, we don't give a damn!! Oh and they even supply brand new courtesy vehicles which have been on fire in the exhausts so much it's burnt holes in the bumper and twisted all the plastic (perfectly safe for a EV - they say lol) KO25SUF - for anyone that may ever look to by it - you heard it here first!!! An anyone thinking that head office customer services will be worth a shot - they're even worse!!
My 10 month old Discovery Sport has failed completely twice. This time it's a miracle it didn't catch fire as the engine bay was full of diesel. I've rejected the car under the Consumer Rights Act & they've now told me they are taking my hire car away and won't refund the money. I'm a carer for my elderly parents, one of whom has dementia & Parkinsons. I will literally be stranded. They don't care. I've told them I'm desperate. Makes no difference.
This company make some really good looking vehicles.Two being the Defender L663 and the Range Rover.The looks are great but that is where the joy stops and the nightmare begins.Bought a stunning 2021 Defender from an independent dealer and the car was in absolutely stunning condition.After a few weeks the clear view mirror/camera failed costing £275 to fix. Then there was a clip on the drive shaft needing repair so again more money.Then looking on many owners group sites the amount of vehicles that were breaking down with dc to dc inverter failures was literally clogging the dealers workshops.Headlights that fail are 2k to replace.The list goes on.I got out of ownership before any big bills.People say you need a JLR warranty at 2k but even then who wants the hassle of breaking down and messing about with loan cars.Great looking cars but built on a budget with cheap parts and fixed at extortionate labor rates.
LR sell the LR Assistance product which clearly states what it offers and what will happen in the case of an issue. In my personal experience it’s a total fiction , they take your money and deliver non of what they say they will, in my experience it’s a scam perpetrated by a company who have utter distain for their customers. We are now 1 month without our vechicle. LR could not care less.
Ref – Range Rover Evoque – Reg MEZ 66I will start by saying that both my wife and I own Land Rovers, the wife has an 2020 Evoque and I have a 2021 Defender, both purchased new.We have had up to last few weeks had no issues or problems with these vehicles and have been perfectly happy, we even decided agreed we would swop them both this year the Defender for a brand new Defender and switch the Evoque for a brand new Velar, but that ship has now sailed and we will NEVER be purchasing Land Rover product again, based on the fact that our local dealer is 100% incapable of looking after us, should we have a problem.So what happenedOn the 29th December my wife’s Evoque suddenly showed a warning on the dash “Charging system fault detected” I googled it and it said it could be the battery or the alternator, so I charged the battery.This didn’t help, the fault stayed on the dash, the performance of the car was not affected, it did not go into limp mode.On the 31st December more faults should up on the dash “Hill Decent Control not available” and “Gearbox fault detected”. Again performance was not hampered, I will add at this stage the Evoque is hybrid and the car would not charge, at home or at any charging station.I explained the problems to the service receptionist, they explained that the soonest they could diagnose it was the 20th January, they did say that it wouldn’t hurt to continue to use it, so I booked it in with them, this was the earliest date and the inspection would cost £240 to look at it and do a diagnostic test, this would only cover the inspection.So after booking the car in, I left, re-assured that the car was safe to drive.I organized a mobile mechanic to come and to a diagnostic test on Monday 5th December, as I was not comfortable waiting till the 20th, the following errors came up ABS Control Module, Battery Energy Control Module, Electric Power Inverter Control Module and Transmission Control Module. He spoke to someone he knew who worked at the Land Rover and they said that the Transmission Control Module was probably the main fault and the others were related to that? He told the mechanic that it’s a very common problem on Land Rovers.At 4.00pm on the 9th January, whilst my wife was out in the car, the car suddenly cut out, lost all power and was stuck in Neutral gear, on a hill (couldn’t have happened at a worst place or a worst time!) She rang me and I drove straight to her. When I got there she was in tears, she had, had to depress the break for the whole time she waited for me, otherwise the car would rolled back into traffic and the break pedal kept kicking back at her and she was panicking about causing an accident.When I got there, I checked the car, the battery was completely dead, the car was indeed stuck in neutral and the handbrake could not be engaged. It was on a main road, on a hill, it was in a dangerous position and the brake needed to be held depressed.I called Stratsone Land Rover and spoke to the service department, I explained the issue, I was told, that they were about to close and they couldn’t help. Or wouldn’t help!At great expense I organized a low loader, to come and pick the car up. I agreed with the driver, that I would meet him a Stratsone Land Rover at 10am the following morning.I went to Stratstone Land Rover Birmingham North at 9.00am the following morning to explain to the service department that the car was about to arrive on a low loader.I was told “We do not have space for a breakdowns, you will need to take elsewhere”I explained that I wasn’t expecting it to be repaired immediately and that I have an appointment for the 20th and it could wait till then. I was then told by the service manager, who came over to re-iterate, they would not allow the car to be left with them, that my appointment for the 20th could not be honored, this was due to the fact that it was now a breakdown and not a diagnostic test, as the car could not be driven into the work shop and the earliest they could look at it was late FEBRUARY? He could not have been more unhelpful.I showed him the fault codes I had got, he acknowledged that he had dealt with these before, but would not acknowledge that these were common faults.The sad truth is that you only find out how good a dealer is when you have a problem and Stratsone Land Rover, are terrible, I will never buy a Land Rover product again, for as good as the products is (and I’m now questioning how good they are).I have since had the car trailered to an independent garage on the hope that they can help get this car back on the road. I think it will then be sold and we will buy a different brand on the hope that they look after there clients better!!!
Our 12 month old evoque has a problem with the alternator. As if that isn’t bad enough we waited 45 minutes for someone to answer the call only to be told it would be between 8 and 10 hours before someone came out. AA recovery came and arranged for the car to be collected the following day and advised us to contact the local enterprise branch. Enterprise said they didn’t have a car for us until late the following day even though we said we weren’t bothered about like for like. No one recovered the car the following day and no one contacted us to keep us informed as to what was happening. Rang landrover assist to find out what was happening and was told they would find out and ring us back. That didn’t happen. The lack of communication is a big problem along with the lack of customer care and consideration. We have no idea if our car has reached the garage and no idea of when we can expect a courtesy car. Very disappointed and dissatisfied
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