Group 1 Land Rover North West London

⭐ 1/5 – Absolutely Disgraceful Customer Service – Brand New Range Rover with an Unresolved Fault! Extremely disappointed with Jaguar Land Rover (JLR). A premium brand with completely unacceptable after-sales service! I purchased a brand-new Range Rover on 6 July 2026, expecting exceptional quality, reliability and customer service from such a prestigious and expensive luxury vehicle manufacturer. Unfortunately, my experience has been nothing short of a nightmare. Since purchasing the vehicle, there has been an ongoing abnormal noise coming from underneath the vehicle, particularly when driving at low speeds. This issue has existed since the vehicle was brand new, which raises serious concerns about JLR’s manufacturing quality and pre-delivery inspections. I first reported the problem to Group 1 Jaguar Land Rover North West London in August 2026. Despite inspecting the vehicle, the dealership was unable to identify or resolve the fault. A further appointment was arranged for 16 October 2026, but once again the dealership failed to resolve the problem. What makes this situation even more unacceptable is the complete lack of proper communication, accountability and customer care. The dealership now wants to keep my vehicle for further investigation, leaving me without my own transport. To make matters worse, they have refused to provide a suitable replacement or courtesy vehicle while investigating a fault that has existed since the day I purchased it. How is this acceptable for a brand-new luxury vehicle? I have spent a substantial amount of money purchasing a premium Range Rover, yet I am being treated as though my concerns are unimportant. My biggest disappointments are: * A brand-new expensive vehicle supplied with an unresolved fault. * Repeated dealership visits without a successful diagnosis or repair. * No clear explanation of the problem or realistic resolution date. * Extremely poor communication and inadequate responses to my concerns. * No suitable courtesy vehicle provided while my car is kept for investigation. * A complete lack of ownership and accountability for the inconvenience caused. JLR promotes itself as a world-class luxury automotive manufacturer, but my experience of its after-sales service has been completely the opposite. Customers paying premium prices should not have to repeatedly chase dealerships, lose access to their vehicles and fight to have genuine concerns taken seriously. I have lost confidence in both Jaguar Land Rover and the dealership’s ability to provide the standard of service expected from a luxury brand. I am publicly calling on Jaguar Land Rover UK management to take responsibility, investigate my complaint urgently, provide suitable alternative transport and deliver a permanent resolution to this fault. Until this matter is properly resolved, I cannot recommend Jaguar Land Rover to anyone considering purchasing a new luxury vehicle. An extremely disappointing ownership experience. Premium price, unacceptable quality concerns and shockingly poor customer service.

Horrible customer service. Call the service department for an update and you’ll never get a call back. Numerous calls and still no call back.

The MOT process was very smooth from check-in to checkout, with everything completed within a few hours. The team kept me informed throughout and made the process very customer-focused, giving me clear options and letting me decide what worked best. Free car wash was a nice touch too. Overall, a hassle-free and positive experience.

I brought my car in for MOT I was unsure of where to go I met a worker with the name Ibrahim I asked him guidance he was very rude told me “does it look like I know” then proceeded to start his little white car up and sped off this was just after 12pm jaguar need to really work of employees attitudes with customers because this was absolutely disgusting!!!

I would like to express my appreciation to Ian and the team at Group 1 Land Rover North West London for the professional and attentive service I received. Ian was particularly helpful throughout the process. He took the time to understand my concerns, kept me updated on the progress of the vehicle, and liaised with the workshop team to ensure the necessary checks and work were carried out. His communication was clear, prompt and professional at all times. I also appreciated the courteous manner in which I was treated during my visit. Overall, I felt that my concerns were taken seriously and handled with care. Thank you to Ian and the wider team for their assistance and for providing a very positive customer experience.

Customer service from Paul was excellent from the minute I walked in the doors was greeted by the reception excellent service all round thank you.

The salesman at Group one Land Rover Ash was the most competent person I’ve ever come across in 63 years of owning motor vehicles his product knowledge is superb simply the best

I arrived today for my appointment, which was clearly confirmed in writing for 5 October at 13:00. When I arrived, I was told in a very rude manner that my appointment was actually on the 15th, and that the email I received from them was somehow “not a confirmation”. When I asked when they were planning to inform me that the appointment had been changed, the response was equally unpleasant: “We would tell you the day before.” So apparently a customer can receive a written booking reminder with a specific date and time, arrive at the service centre as instructed, and only then discover that the booking is not valid. Absolutely terrible level of customer service. The attitude and communication make you feel like you are dealing with a market stall, not an official Land Rover service centre. Very disappointing experience for a premium brand.