Hatfields Omdömen 174

My range rover went in for EML fault. It had to go back 4 times and they just kept randomly changing parts at high cost. Car still not fixed and 2200pounds out of pocket and they want another 2000 to keep guessing on the parts. Each time charging for labour, fault finding and parts. Now ignoring all communications especially from the general manager. Refund requested as car not fixed but they refused.

Initially not the greatest experience for my husband who bought a 2024 F Pace 90th edition. The salesman took the holding deposit twice, luckily the bank spotted it and put one payment into pending which released 5 days later, however he’s still waiting for a refund on the other deposit payment as it was not accounted for in the finance. Got it home and noticed a damaged rear headrest (tear in the leather only visible from the boot). He’s still waiting for a call back on that. The V5 turned up with the wrong postcode (digit missing) which meant we had to apply for it again to switch to a cherished plate (another 7 days wait). Overall not the customer service experience expected for a high end £40k car. Will
Update review after Easter if/when we hear back but at the moment we can’t recommend this dealership.

Update - well I have to say all credit to Hatfields. They did make contact after Easter and they did sort out every problem including sending a replacement headrest. Review therefore changed to 5 star to reflect what turned out to be excellent customer service. All credit to Ashley who took responsibility and was entirely true to his word. We would therefore definitely now recommend Hatfields.

Do not use this dealership (Liverpool branch)! Purchased an approved used discovery sport from them in June and by November I ended up with a £1600 bill not covered by warranty, the garage who looked at the issue said this would have been there when I purchased the car. Raised the issue with them and have been completely ignored by the service manager and head of business. The aftercare is none existent and the quality of car you are buying is horrendous. Avoid at all costs unless you want to end up with a huge bill!

I bought my car from Hatfields in September of last year (2025). From initial contact to the day of collection there were no issues at all. No pushy sales, no pushing of other products to go with the car. Had some questions after I took delivery of the car and they answered them and provided support. In December of last year someone hit my car and with it being new, parts are not as easy to get. Hatfields were helpful and although my car was repaired (if you can call it that) by my insurer's authorised repairer, Hatfields were great in checking for parts, agreeing to supply parts to the approved repairer who originally ordered them elsewhere and they never arrived.

I cannot at this stage fault the service from them. I would definitely buy another car with them again.

Shout out to Chris (sales) and Dan (Parts).

Shocking customer service. All happy when your buying a car and theyre taking the money, after that they're not interested and a waste of time if you require assistance or have any problems. Never again.

Took car in for recall had car 11 days then told me dpf blocked after 1 mile test drive car went in ok then bad customer service hardly returned calls car was fine wen went in they done steering rack recall a software update . Could not fix it . So picked car up myself wanted me to sign form saying took car with eml light on no chance or £400 to investigate problems lol .So picked car car up pulled over and battery dead 😡had to call them for a jump start Drove car then pulled over plugged my snap on diagnostic tool in .To find no fault codes ? But car in limp mode a steering wheel off centre ? So recalibrated full car hey presto steering wheel now straight an no limp mode and no log on dash so think who ever done work on car needs looking at So car home now had to pay for new battery and also key to be replaced as it had lost key software 😡 still waiting for a call from service manager 2 weeks gone past now so it took me ten mins to fix wot took them eleven day to do a steering rack absolutely terrible service !!!

I had Identified an approved used vehicle I was in interested in on Autotrader and made the initial contact with Hatfields main dealer in Shrewsbury via the enquiry form. I was almost Immediately contacted by Freya Robinson who provided more information about the vehicle and asked about my current vehicle as a part exchange. Every question I asked was answered immediately and in depth. Excellent communication by both telephone and email to provide everything that was required to purchase the vehicle. As I had to travel over 70 miles everything was set up for me to collect the vehicle on my arrival. A family member who lived close by had already visited the showroom to appraise it and check its records. Minor issue with the incontrol application for my phone but Hatfields tried all the could to rectify the problem but it ended up being an issue with “Incontrol” rather than the vehicle or Hatfields. When I saw the vehicle for the first time the care and preparation was evident, the vehicle both inside and out appeared brand new. I would recommend this dealership 100%

I recently ordered a car from Hatfields liverpool my contract was with mr Leigh O’Brien their service went over and beyond my expectations friendly and professional ,a truly enjoyable experience I would strongly recommend.

I've accepted a partial payment of £2,500 from Hatfield's Pickering solely to conclude a prolonged and exhausting dispute. This shouldn't be interpreted as an acknowledgement that I believe the matter was resolved fairly, it's simply dragged on far too long.

The vehicle supplied by Hatfield's suffered two separate breakdowns within the first four weeks of ownership, rendering it undrivable on both occasions. Despite this, the dealership refused to recognise the consequential financial losses I incurred when the car was rejected.

Hatfield's failed to engage with any degree of Customer Service, including ignoring requests from the vehicle manufacturer (Jaguar Land Rover) to contact their customer.

When the issue escalated to the point where I issued a formal Letter Before Claim, the General Manager’s response consisted solely of a laughing emoji — a matter of record.

Numerous emails to Hatfield's’ parent company, Lithia Motors, via its published customer contact address never even received an acknowledgement never mid a response.

In my view, it is difficult to understand how a dealership could justify damaging a long-standing customer relationship and its own reputation over a sum of approximately £7,500, which would have resolved the matter appropriately.

I would encourage prospective customers to consider this experience carefully when deciding whether to do business with Hatfield's.

I brought my car into hatfields for security update recall. As promised it was ready to collect later that day and I was kept updated by the service staff one that was very good was Ellie carmichil. 10/10. Keep up the great work.

Brilliant service. Staff were super friendly, made me feel comfortable and took me through the process of buying an approved used car. I would highly recommend. I dealt with Jay, who answered all my questions and got everything prepped. Thank you.

Customer services advisor Mia was pleasant, and helpful and gave me clear instructions how to order an Sat Nav update for my Jaguar.

Whenever I have contacted parts department I have found the staff very helpful always pleasant and professional and very informative, always follow up with an e mail to confirm the query .

Good service, a little unsure on specific questions with regards to the service of my car but looked after me on the price !

Can't give them less than one star.
Absolutely Disgraceful dealer don't bother getting your land rover serviced at this place. A total Sh## show!

Bought a Disco Sport from Hatfields Pickering. Despite asking and being reassured, the InControl feature would be working, it was still assigned to the previous owner. From sale agreed to handover was 3 weeks - plenty of time to complete the 165 checks as advertised.
The promised updates of minor(?) paint work, checks, valeting and prepping were never received. I’m still unclear on the paintwork done - no one will tell me!!!
As InControl was advertised as a working feature, on the car, I believe this also falls under the trade descriptions as it’s not a feature and Hatfields won’t get it to work.
The issue STILL hasn’t been rectified by Hatfields Pickering, no concern, no follow up, no calls or emails. Nothing.

Take the money and run boys!!!

JLR head office customer services are now directly involved.
- No call back from Pickering
- No effort to remedy the fault
- Once they’ve got your money, you’re dead to them.
Shame as the cars great (apart from this one aspect)
The car has now been booked into a different JLR main dealer to have this fault rectified under warranty (with a hire car) and to be rectified as a matter of urgency - no thanks to Hatfields Pickering.

Pretty awful (non-existent) customer service!

JLR customer services agree the car shouldn’t have been sold in this condition, Hatfields Pickering haven’t called or emailed and no response from Hatfields head office.
Maybe this will prompt one……
Avoid.

Avoid Hatfields JLR at all costs, they don’t give a damn about the customer once the sale is made. Chunks of paint falling off the front bumper of my 2022 F Type after only 2000 miles of ownership. A premier bodyshop stated the bumper had been resprayed, and the reason for flaking was due to poor preparation prior to painting. Hatfields denied all knowledge of any respraying and refused to pay or even contribute to any repair, even though the car is still under warranty. Avoid these cowboys!

I purchased a range rover evoque end of July very pleased with car and left 5 stars . Shortly after gettiing the car noticed 5 clips holding wheel arch liner to front bumper . Contacted the sales dept i said i would fit the clips if they sent the clips . i sent an email with photos , the email i sent was forwarded to sales manage .4 days later i phoned Jay Oke ( not in office when contact first made ) and asked him to find out if the clips had been sent . No update forthcoming . I emailed Jay 3 days later for update no reply . Phoned parts dept no request had been made to send clips . They emailed sales no response .Phoned parts dept said i would pay for clips they said no payment necessary , the phone call lasted 3 mins ( all of my details on system ) . Strange when buying the car Jay kept in regular contact , there after not interested . So Hatfields 10 out 10 for the car in the first place , thanks to parts dept , thanks to service dept but sales dept sour the experience for a very simple problem .

I regret ever dealing with this dealership and want to warn other buyers of how I was treated.

I was pressured by Chloe to pay £35,000 within 24 hours after picking out my vehicle— an unreasonable demand clearly linked to end-of-month sales targets.

Her emails were dismissive and unhelpful, making me feel like nothing more than a sales target, not a valued customer.

I was even left in the position of begging to arrange collection of the car I had already paid for as it didn't suit her.

When I finally collected the vehicle after travelling almost 350 km, it had not been prepared — not even a drop of fuel — and I was forced to complete the V5 change of ownership myself online as Hatfields just grabbed the money and ran, it's disgusting behaviour.

The so-called three-hour handover is nothing more than a sales pitch designed to push extras like service packs, finance, and any other add-ons they can sell.

Carl Dean, while polite, made it sound as if resolving my issues was doing me a favour on the day i begged to collect my vehicle as Chloe was off on the day. — hardly the professionalism expected when spending over £35,000.

I raised all of these points formally, but the management responded by saying they were “unwilling to offer any compensation” and directed me to the Motor Ombudsman instead of taking responsibility.
Its not all about compensation have a look at yourselfs how you treat people Craig Petty.

This experience has shown me that this dealership is more interested in hitting sales targets and squeezing extra money out of customers than providing honest service or basic respect.

If you value professionalism, transparency, and customer care, I would strongly recommend looking elsewhere.

What a waste of time.
Dissapointed to say the least with Hatfields Hull. I should have dealt with Land Rover Conwy as before (3.5 hours drive each way however) or used Land Rover York.

AVOID buying a new vehicle from this dealership unless you spend at least an hour inspecting the vehicle PRIOR to paying for the vehicle, or you have the patience of saint, or get paid for closing your business for the day so you can return your brand new vehicle to have issues resolved, and of course like wasting your time and diesel.

Quick summary:
BRAND NEW CAR with light Scratches on the roof, light scratches on the rear interior trim, small damage on a seat base, bulkhead blathered in dust, passenger seat had grease marks on the fabric, drivers seat shakes mildly as it moves back and forth, scratched wing mirror trim, rear reg plate stuck on by a blind man who can't see a ruler, calls not returned, and both staff dealing with my complaint are now on holiday (initial contact about issues was almost four weeks ago) and neither of them passed our complaint on to any other members of staff. It seems when someone is on holiday their responsabilities are put on hold. Our address was also incorrectly entered/mis-spelt on the V5 which shows 'real professionalism and attention to detail'.

We waited longer for the car to be available for collection as despite it being at the dealership, a missed error at their end and on their system meant the sale stalled for a couple of weeks and this wasn't looked into until I chased this. This then meant when we collected the car we paid for a full months road tax for the final two days of the month, as the dates given for collection were limited and not open-ended due to sales lads work shift pattern.

I also couldn't have been more clear on how important time is to me, and that I genuinley despise anyone who wastes mine. I stated clearly the car had to be perfect and any issues addressing prior to our collection.
Time taken off work for us is without pay.

I've ran a business and employed trained and developed staff for at least 18 years so I understand customer satisfactionbeing the backbone of success.

As a busy no-nonsense individual I genuinely have almost zero tolerance for anyone I have to chase when I shouldn't have to, especially when they're in receipt of £71k for a brand new vehicle that shoudn't be anything other than perfect.

We dealt with a sales lad who's keen on chasing the sale but then doesn't seem anywhere near as enthusiastic at resolving any aftersales issues. He's a nice kid it seems, but not someone I'll buy via again. I've also bought and owned near-to 70 vehicles so far (20 being brand new) and I believe this is the very first time I've logged onto a platform like trustpilot to moan about a dealership. Yes it's further wasting my time but hopefully forewarning others about what may lie ahead.....

I've even emailed an apology to the sales lad as he wasn't responding to my emails and I wondered why (emails confirmed as read at my end), in case I was too blunt when expressing my dissappointment that the vehicle wasn't checked properly before collection, (just in case he was sensitive and read my email as too direct); despite it being his role as the sole sales guy we've dealt with to resolve any aftersales concerns.

My response/apology from him was a single email three weeks ago, with words highlighted in bold as though I'm a child who can't read context. Since then: silence. Holidays for everyone.

I've left messages with the service department to get booked in and endure the inconvenience of having issues resolved that should have been dealt with PRE-SALE, yet I have no return contact from them as they are also short on staff due to holidays being taken. Twice this week in fact.

I shall in future deal with another dealership outside of the Hatfield chain. No exceptions.

I wonder why ironically LR Hatfields are folding and being taken over by another franchise. Hopefully the takeover will come with a refresh of staff members or at least some management training and some accountability training.

To add: When I bought my other L.Rover from Sytner Conwy, I was that impressed by the sales and aftersales that I wrote a letter of appraisal as I often do to give someone a theroretical 'pat on the back' and spread some positivity.
I am not an individual by any means who only complains as it simply wastes time.
I am however frustrated with myself for not researching Hatfields Hull prior to dealing with them.

IN RESPONSE: I was told it was already sent (ages ago) when it hadn't been.

You've left me no voicemails nor emails?

I had 1 missed call at 16:58 on 29/08 but no voicemail was left.
Thank you for the follow-up anyway.
I now have the part (sent next day delivery) thanks.

I have had zero contact regarding the paintwork/seat mechanism :(