Vertu Motors - Land Rover Truro Avis 

Don’t use JLR Redruth Cornwall .. A number of things went wrong with my velar , engine blew up & 4 months on all the turbos went. I found the people fixing the car hopeless with their communication, especially the service manager . I overpaid by £500 that was 5 weeks ago 24 emails later , 2 complaints to their head office & still no contact . 14 days ago I was advised it was processed!! The customer service skills of this branch is something I wouldn’t wish anyone . Massive training needed, communication is the worst I’ve experienced and the service manager is appalling & rude

Great experience with LandRover Truro, George handed over my new car and went through all the paperwork and the car handover very exciting .. also a big shout out to Dominic who looked after us from our first initial enquiry and making our order requirements very simple…

I purchased a brand new Land Rover autobiography from this branch in Truro for £115,000. I was promised top service, that they would collect my vehicle for servicing and repairs, leave a similar vehicle as a courtesy car. This happened for the first service only.
Thereafter, I was loaned a manual skoda, the size of a fiesta.

My vehicle was booked in to have the diesel exhaust fluid sensor looked at as it kept reading low despite being full. The engine light came on and I booked the car in for repair but the earliest date was two weeks away. I therefore took it to a local garage who said it was just the sensor and they would need to replace the tank but it would be ok to drive.
I was promised a courtesy car but two weeks later my car was collected for repair but no courtesy car provided. We were going away soon and I needed my car repaired to ensure we made it safely to the airport so I had to go without a vehicle. We live 5 miles out of town in a rural anrea and so this caused considerable inconvenience.
The car was returned and I paid the £1250 bill. Apparently some injector cap was loose. The next time I drove the car, the engine light came on and the same warning about the diesel exhaust fluid came on. This time stating I had only 500 miles before the engine would not be able to restart.
I rang Vertu and questioned what exactly they had repaired because it wasn’t the fault that it went in for. Richard booked it in for another repair on 25/10 and assured me there would be a courtesy car. I waited in all morning but by 1pm no one has arrived and collection was scheduled for between 9-11am. I rang Vertu several times but the Vertu switchboard could not get through. Each time the switchboard said they had sent them a message.
Two days later still nothing. It was my husbands birthday 27/10 so I remember it well. I called again and just as we arrived in the hotel car park, Tasha answered. The explanation was that they were waiting for me to drop my car off. I had always used the home collect service so find this very difficult to believe. Secondly, surely they would have called when I had not turned up. Thirdly, why had no one returned any of my calls.
Tasha said she would book me back in but we had just arrived at a hotel and I did not have my Filofax so I requested a call back Monday.
Never received a call from them since. I called and again the switchboard sent them a message. Still nothing. I filed a formal complaint a week or so later. Automatic email said I would receive a response within 48 hours. Still nothing a month later!!
We had to book the vehicle in with a local garage but the car could not be repaired in time to get us to the airport so we had to pay for parking again as we were not able to amend or cancel the booking.
I am beyond shocked at the service. I wanted to upgrade to a new long wheel base defender but have gone to Roger Young on Saltash.
What has happened to customer care and loyalty these days!