Hatfields Avis 

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 :(

The service person ( Mia jones) I spoke to was very helpful and knowledgeable gave me all the information about my vehicle that I needed

WARNING Look at the reviews STAY AWAY bought a landrover discovery in june fine till you have a problem took the landrover to my local jlr dealer they needed proof of the 160point chech before they could start the repair did not supply contacted sales man waste of space contacted JLR HELP LINE 4 times but they did help they could not get anywhere with hatfields straight away tried to contact sales manger did not respond in the end the service manager from my local dealer managed to get the information after approx 6weeks of trying read reviews stay away from this company

Having decided to go to another dealership when choosing my new car due to the apathy and disinterest of the sales team which was extremely disappointing and frustrating given the amount of money I was spending on the car, I received notice to inform me that a security update was required on my vehicle, and as Hatfields Liverpool was the most convenient location for me - hence it being my first port of call when purchasing my car originally, i booked my car in for the update.
Well !!! what can I say I was greeted by the most friendly efficient members of staff who welcomed me, showed me to the waiting area where a selection of hot / cold drinks and snacks were available. I was informed the name of the person who would be dealing with me who was Michelle, and was introduced to Michelle within 5 minutes. Michelle again was pleasant, friendly and efficient, she confirmed my details and went through every aspect of the process of what would be happening, and even informed me that a further appointment may be required. I was even asked if i minded the car being washed and hoovered - which was a no brainer! I didn't need to ask any questions as everything was explained in detail for me. I left the car and was informed someone would be in touch as soon as my car was ready. Just after midday I received a message not only to inform me my car was ready but included in the message was a link to a video of a 'Health Check' that had been undertaken on my car - I was very impressed! I arrived to collect my car which was waiting for me at the from - again the service I received from staff was second to none - I just couldn't fault them, I was given a written summary in a cardboard folder of the updates that were carried out accompanied with two Kit Kats - what more could I have asked for? Hatfields Liverpool you should be extremely proud of your Service Team - thank you for the most heart warming experience today.

We have used Hatfields for years ,Excellent parts team . Nothing is ever too much trouble . Warrington Jag

Do not trust this deal ship who also have the Omoda franchise. Bought a Rave 4 from the Omoda garage which turned out to be stolen recovered.
They were awkward in dealing with the refund and did not reimburse any of my costs even though it was their negligence in not checking car in full before selling it ie ( vin plate missing).
They just try to wriggle out of the consumer rights, the manager was very awkward and not knowledgeable about basic car checks his name Ryan.
They did not have the car ready on pick up as promised and went back on their word on repairs to be carried out before collection date. The car was not cleaned in fact filthy and only had one key to hand over at point of collection. Very untrustworthy garage.
You should be disgusted with yourself.

It was Ryan Saunders who dealt with
It from start to finish. So have no confidence in talking it over with him. I would expect someone more senior to call me. Can’t believe dealing with all the issues of this car that was a frustrating nightmare that returning the car turned into a tic for tac senario on the phone and wanted to have the car test driven by a non experience person who was collecting the car.
Customer Service and high standards?
Don’t think so!

Unfortunately the dealer has not reached out to me, but surprise, surprise the stolen car they sold me has now been sent to Aston Barclay auctions and now listed as STOLEN and involved in accident.
So I am sure there is no way any proper checks were carried out by Hatfields leaving me with a £500 loss.
You have my number and can call to resolve this.

Failure to identify and replace faulty rear brake calipers Failure to acknowledge liability for faulty rear calipers under warranty

The vehicle was initially booked in with a grinding noise coming from the rear wheels with no brake warning on the dash, Your technician kindly created a comprehensive video highlighting the fact that the grinding was in fact coming from the inside rear pads which had worn to metal with the outside pads having 6mm remaining indicating uneven brake pad wear on both rear wheels.

(the technician mentioned sticking)

Following some research it is my understanding that this is abnormal for brake caliper function as brake pads should in fact evenly wear both pads and subsequently trigger a brake warning light if perished. (which never happened due to the uneven wear)

It is also concerning that the rear calipers will most likely fail again in the future as they have been left in situ with no apparent repair nor even mentioned when the vehicle was collected by myself..

The failure of the the brake warning light has also been completely disregarded (also concerning) 

It is my belief that hatfields pickering have completely disregarded the root cause of the vehicle fault and subsequently charged me for the resulting damage to other attached components in an event to evade warranty obligations.

This is a completely unacceptable and a potentially dangerous safety concern in my view and needs to be addressed immediately.

in response to Hatfield's reply, Thankyou for replying
however the faulty part is still faulty and has not been replaced under warranty and i believe an honest review is crucial for potential new range rover owners giving clear perspective before they purchase. the fact that you found no problem with the calliper pistons doesn't change anything

Exception prompt, proficient & professional service given by 'Georgia Lumley - Customer Service Executive'.......well done and praise deserved...!!!

I rang up, spoke to a wonderful person called Mia
Very mind I’m over in Florida Orlando, she was so helpful and went the extra mile for me. Thank you so much for your time.

Really poor franchise from top to bottom. Took my car in for a service and informed them there was a leak on the radiator and the washer fluid. When I returned to collect my car, they told me there was no issues detected. When I walked out to my car there was noticeable pooling in their car park under my car. They acknowledged there was an issue and booked me back in for another day. They fixed my radiator but not the washer fluid. I didn't have time to give them the car again so I took it away for its MOT the following day at a different franchise who could do the washer fluid and MOT at the same time. The car failed the MOT due to a cracked coil spring. How was this missed on the service? They clearly haven't looked after the car properly nor assessed it properly - just took my money.

They promised me they would forward me my paperwork including a receipt but to date have not. I have sent 3 chaser emails asking for this, each of which has gone unreplied to.

I also had to negotiate the final price as they were trying to charge me more than the price listed on the website.

They never answer their phones and there is an office behind the service desk where the girls who book you in and service guys hang out and leave you to your own devices when you need help.

Just a terrible franchise. AVOID!

Mia was very helpful today was struggling to find a part and she stuck with me as I not very technical but she walked me though everything and even rang me back within few minutes to double check if was available and it wasn't but she guided me were could get part from very professional
And very knowledgeable such a gem