Hatfields Avis 

The sales department is just utter rubbish.
Promise to call and never do.

Hatfield Land Rover HULL My daughter booked in a few weeks ago for a diagnostic on her car and was told they would have a courtesy car for her for 2 days now on the morning of her taking her car in they have told her there is no car for her and they don’t do them no more for diagnostics even though they know she has 4 kids to take to 2 different schools and told her she will have to make her own arrangements given her no time to do so I have bought 3 cars myself off Hatfields and I am changing my latest car when we get back of holiday but I’m afraid the service team are letting the sales team down since Andy the manager has gone the level of service is now non existent, the service team never ring you back when you leave a message and you have to leave a message because 90% of the time they don’t answer the phone, I will be buying another Land Rover but will definitely not be using Hatfields Hull they are now in my opinion worse than a back street garage if I where Land Rover I would be definitely looking at taking their franchise off them. So the Range Rover Sport I had my eye on will now not be bought off them or any of their other branches and will now be using another main dealership that is not connected to them I am just surprised at how quickly this place has deteriorated

If you are looking to receive good service with excellent customer care.
DO NOT BOOK YOUR CAR INTO HATFEILDS IN LIVERPOOL.
My car had a recall fault and was all booked in for diagnostics on 31/10/24. This had been arranged and planned for several weeks. I was informed two days before, that my car would not be seen on the 31/10/24. The next available booking for my car would be March 2025. I asked to speak with the Service Manager He informed me that they were busy and could not guarantee that my car would not be off the road for one to two weeks. He stated he only had twenty-six hire car vehicles and non were available.
I explained how disappointed I was and that it was not acceptable to be informed two days before. My car was booked and confirmed weeks in advance.

I sent an email to both the Service and General Manager. I have been met with a wall of silence. I have not received any emails to clarify my concerns and asked for advice on how to resolve the situation. Both Managers did not have the common decency to acknowledge my email.
This situation could have been resolved easily. Ignoring customers concerns only becomes more negative, frustrating and creates a situation that should not be an issue. Not providing customer care only leads to the problem being escalated. This is only common sense something which your managers do not practice. Not responding to customers confirms that your company do not want to be accountable.
I have given a one star as the reception staff were pleasant, professional, and helpful. Shame the management let the rest of the team down.
Do your job, take responsibility, and reply to customers enquiries.

Extremely disappointed customer Mrs C.

We travelled 4 hours to Jaguar Liverpool dealership expecting to collect approved / used car after numerous calls, emails and a video of the car being sent to us. Upon arrival, however we were shocked to learn about an undisclosed damage to the car’s bonnet, which was not part of the typical ‘wear and tear’ of a vehicle.

We feel that our time and money were completely wasted by this dealership and the new sales person that we dealt with. The whole process has felt disingenuous with lack of honesty.

iF A COMPANY DESERVES TO LOSE ITS FRANCHISE FOR BRINING A BRAND INTO DISREPUTE, HATFIELDS JAGUAR LIVERPOOL IS IT. FAILED TO FOLLOW ANY INSTRUCTIONS IN RESPECT OF THE JAGUAR XF 'S' I PLACED WITH THEM. THEY HAD FREE REIN TO DO EVERYTHING THAT NEEDED DOING, THEY JUST IGNORED THINGS. WHEN IT LEFT THE DEALERSHIP IT RAINED AND BOTH WIPERS FLEW OFF DAMAGING THE SCREEN. WHEN I CONTACTED THEM, I WAS TOLD BY THE SERVICE DIRECTOR 'WELL SUE US THEN' IT JUST WENT FROM BAD TO WORSE. I AM ASHAMED THAT THE NAME JAGUAR IS LINKED WITH THEM. DO NOT EXPECT ANY RESOLUTION EITHER, ALL I EVER RECEIVED WAS RUDE AND INSULTING EMAILS. HOW STRANGE THEY LIKE TO OFFER A REPLY ON THIS FORUM, BUT THEY DO NOT MEAN IT, IT IS JUST TO TRY AND COVER THEIR INCOMPETENCE AND MAKE THEMSELVES LOOK LIKE THEY CARE. I SUGGEST YOU DO NOT CARE WHEN A CUSTOMER WHO YOU HAVE CAUSED A PROBLEM TO, REPORTS IT BACK TO YOU AND YOU STATE 'WELL SUE US THEN'!

From our initial enquiry call to subsequent purchase and collection, the entire process with Hatfields Jaguar Hull was superb. Carl, our sales point of contact, guided us through the process with his expert knowledge and professional manner. At no time were we hurried or pressured into making a decision; he ensured all aspects of the transaction were conducted as we specified. Indeed, this approach was mirrored by all dealership staf with whom we contacted. A genuinely first class experience, and highly recommended.

These really are snake skin salesmen. If you trust any of the staff then it’s your own fault when things go wrong.

Be warned you will find only salesmen without any ethics here at any of the branches.

Had an email, stating that they cannot find my details, but entirely avoiding comments.

Business like these should be missing from the UK landscape.

Update 24/october/24

Hatfields are not FCA approved for anything more than insurance products. They are not in the FCA compensation scheme either.

Think about things when buying anything from companies unfortunately still exist in 2024

Where do I begin... Purchased a Velar 300D SE back in December 2019 (6 months old) for a significant sum of money. It had 8000 miles on the clock. It's now October 2024 and has now run to 43000 miles.

1) Car failed FIRST MOT, not once but TWICE (brake discs and pads, which were independently inspected and found to be OK) and front axle ball joint. The car had only done approximately 12,000 miles in total at this point. Rectification cost = £900!

2) Less than a year later one of the door handle trims came off! (a simple plastic trim which would cost in the region of £150 to replace)

3) in 2022 the battery was deemed to be damaged so had a new one fitted. Cot = £350!

4) In 2023 a front wheel bearing failed. Replaced at a cost of £800

5) This year the dashboard lit up like a Christmas tree with most features deactivated, only comfort mode available, and the dreaded engine management light came on. Coincidentally, the 'low battery' warning started to appear too! In June, tried to book into Hatfield's for a diagnostics test (cost = £450) but earliest could get a slot was August. Diagnostic test results said a new speed senso was needed (another £350) and there were problems with...wait for it...the DPF and EGR but I needed to have the injectors put through a diagnostic test at a third party (another £750). Injectors came back OK (thank goodness!) but a new DLF and EGR were needed at a further cost of £3,600 (after a couple of tries I did manage to get a 20% contribution, other wise it would have cost £4,300!). Oh, and I was charged £25 for use of a courtesy car for the four weeks mine was in Pickering!

All good now eh? WRONG! Went to collect the car. Service personnel went to get it for me and the engine was running when I got in. Went to Malton to collect something but on returning to the car the 'low battery' warning light magically appeared yet again. Immediately phoned the garage where the personnel informed me that they noticed the warning light was on! Car was collected and advised on needing and new battery (another £300). Car ran OK for a week or so but no reversing camera now and then yet again the dreaded low battery light appeared so back to the garage it went. So here we are today...now advised that a full inspection of all the electrical circuits is required which is a five hour job but at a discounted labour rate so only another £950 required but enough is enough. Have asked for the return of my vehicle at the earliest.

I did raise these issues with the General Manager at Hatfield's about these significant repair costs (TOTAL COST OVER £8000) only to be told we should have taken out an extended warranty and there is only so much goodwill they can exercise.

It's such a shame that these cars simply aren't reliable but are a great drive.

I won't be purchasing another and would warn anyone considering doing so to be aware of these generic and potentially significant costly problems and take out an extended warranty for at a cost of £££££££.

One last point, these DPFs are a known problem on certain vehicles (mine included). I managed to get someone to admit they are not up to scratch but again that I should have taken out additional warranties. There will be a claim heading to JLR

Another dissatisfied customer. Car in for service and mot. Rang every day to find out if it’s ready. No one ever rings back. Told on Tuesday well it looks ready. On Wednesday told your customer service advisor is now on holiday until the end of oct so we don’t know if it’s ready or not.
At that point, probably because I was very annoyed, someone took charge and went to look at our file. Car has been in nearly a week at this point. Turns out it needs a new expensive part but no one has told us so it wasn’t ordered. MOT not done. Had to order our part and get the car back before we’ll return to get the part fitted in a couple of weeks. Presumably if I hadn’t kept ringing the car would’ve been there for another 2 weeks until the customer service woman back from holiday.
Seriously Hatfield. You have so many negative reviews. Why don’t you do something to improve the customer experience? People coming for servicing who might be looking for a new car won’t come to you. We wouldn’t.

If I could put zero stars I would as another customer said. The service is absolutely terrible at hatfields Liverpool they never return calls even asked me not to fill survey in if I was giving them below 9. Mine is a brand new car and they have had it in the service department longer than I have actually had the car.

Hatfield’s Liverpool

This is a disgrace of a dealership. It has been like dealing with a back street garage and the customer service and contact has been appalling. JLR need to look at the franchise of this dealership.

I purchased my approved used discovery in June and discovered that it had a grinding noise under acceleration after collecting it. It was taken into another dealership due to where I live who diagnosed the fault, which was not covered under the extended warranty. It was also discovered that the rear brake discs were severely pitted and corroded.

I contacted Hatfield’s regarding the issues and have been met by constant failures to provide even basic contact. I was passed from manager to manager, all who never called when they stated or would respond to messages. I caught the service manager in several blatant lies to me and his customer service was appalling. After emailing the head office I have ended up dealing with the director Jay.

The car was taken into their garage to be looked at. I was originally told the parts had been ordered for the fault to then find they hadn’t. The car was supposed to be with them for a day and ended up being with them for a week and a half. In that time it was road tested twice and put on a ramp for an hour.

It eventually, after insistence from me and telling them I would be taking their courtesy car to France for the holiday we had booked, had a flex on the exhaust refitted to try and solve the issue however it was given back to me without even being road tested and still has the same issues.

I sent an email to Jay advising the car hadn’t been fixed. It took him 9 days to respond asking me to call him when I returned from holiday, despite him being told in the email when I returned and he could and should have called me on that day. I called on the 16th September and he was unavailable in a meeting, a message for him to call me back was left however I have still not had contact from that message. JLR customer services have been involved, and have since the 16th tried on at least three separate occasions to get him to speak to me however he is ignoring them also.

I have been left with no option but to take my vehicle to my local dealership for them to fix the faults. Hatfield’s are liable for these costs, under consumer rights at the very least, however I know that this is going to end up with me having to take them to court to recover the money that I am going to have to spend fixing the faults.

I have given them every opportunity to resolve the issues and faults, to which they have failed to do so on each occasion.

I would highly recommend avoiding this dealership at all costs. You pay a premium for the vehicle using a dealership with the expectation that should any issues arise you won’t have any problems rectifying them. This is not what I have had. Hatfield’s have been appalling and every manager I have had the unfortunate dealing with at the branch have been a disgrace in customer service.

Avoid and go elsewhere

In response to JLR reply below, while the HPI would appear okay...there is STILL a discrepancy flagged up with the BVRLA (British vehicle rental/leasing association)...it's with the motor Ombudsman now who say I have a case seeing as JLR are ignoring the fact.

I Bought a used Fpace SVR from Hatfields Wakefield in Sept '23. All good and a great car, but fast forward 6 months, I decided to do an online check for valuation purposes to see what it was worth.....only to discover it flagged up a mileage discrepancy with BVRLA dated BEFORE I bought the car which will affect resale value, I've been in touch with the dealership for over two months now and I keep getting 'fobbed' off and have not had any correspondence since my last email dated 31st July...Not only that but as JLR are shutting Wakefield branch for good Sept '24,the staff at Wakefield have no incentive to resolve this issue...but then again even JLR customer services were not helpful in the slightest and wouldn't open up a case and left it to the inept dealer. JLR are woeful when it comes to aftersales service, so I certainly won't be buying another JLR product again.

Have to say i was very impressed with Hatfields in Wakefield especially after reading some poor reviews. From first point of contact to after sales they were spot on and very VERY responsive to my numerous emails to them leading up to the sale and pick up of the car. Which I have to say is truly outstanding. I got a MY23 Black HSE Jaguar iPace and it’s the best car I’ve ever owned in all my 35 years of driving. Oliver looked after me throughout and was very professional and attentive. Highly recommended.

So I never thought I’d write a bad review about jaquar but Hatfield's Shrewsbury you’ve let us down
We took possession of a used I pace June this year.
Our issues started more or less straight away with “faulty” 13amp cable, it had failed to charge car, AA came out ( Jaq support) engineer felt it was intermittent fault. Contacted Hatfields to be told “we will send out new cable” it’s now mid way through August still waiting, common sense says you pinch one from another car but no.
We took advantage of “free charger” through Jaquar, we completed all requested work but when engineer came, he couldn’t fit as “pod point” had given incorrect information that little problem cost us £845.
We’ve contacted Hatfields but up to now NO ONE IS WILLING TO HELP.
I don’t even think they answer calls to Jaguar support.
We are going round in circles, we’ve got new wiring in garage and house that WASNT required.
Hatfields aren’t helping and neither are Pod Point.
This is our 3 Jaguar ( first from Hatfields ) and the whole experience has left us both really depressed.

If I could leave no stars I absolutely would, sold me a car they knew would need to have certain mileage every week because of the DPF never explained any of it and have a friend with the exact same problem, same car purchased from the same branch. I ended up selling it on Motorway at a loss after 12months. Went on to get a different car from Mercedes and the service level is so unbelievably different.

Shrewsbury Branch
Fantastic service from Matthew Hunt very helpful and well mannered went above and beyond, kept in touch with us every step of the way. Would highly recommend.
Simon @ Carole Broome

Relating to car purchase at Hatfields Jaguar Wakefield. Friendly enough team but feel let down by miss information. Allowed myself to be talked into taking finance which I did not need in order to get a ‘better deal’. I was assured that there was no early completion penalty and all I was asked was to not pay off the finance for 6 months. Honoring the verbal agreement I let the finance run for 6 months only to find that when I applied to pay it off an additional 2 months(59 days) interest was applied to an already extortionate APR. So in the end I had all but paid in interest for the extras which I had no real interest in and am unlikely to need. I expected better from what I thought was a premium brand.

Very Poor Experience

Purchased a car via Hatfields Shrewsbury, it was a used car (circa 3 years old) and one of the main reasons we purchased via Hatfields was the '165 point check' it COMMITS to taking place. However, the 165 point check clearly never took place with our car.

As soon as the car was delivered, it was saying the car needed Ad-Blue which you would expect to be a very basic check. Then within a couple of months, the cars brakes started to squeak. I highlighted to Hatfields and they said to bring the car in, Jaguar Derby was flooded so understandably this delayed things along with a cancelled appointment.

However, last month I took this to a local Jaguar dealership and was quoted over £700 for brakes and discs.

Highlighting this to Hatfields, it was directed to their Used Car Manager by the salesperson we dealt with. I waited a week, then I chased directly, nothing back. Chased again after 2 weeks. Nothing back. In the end I got in touch with Head Office and within the hour the Used Car Manager had got back to me claiming he hadn't seen my emails as it was in his junk - not sure how this is possible as the original email was forwarded to him by his colleague in the sales team.

Hatfields have offered zero contribution to the brake and discs.

Would strongly recommend staying away from Hatfields. Very deceitful.

My experience with Hatfields Liverpool:

1. It takes months to get an appointment to fix your car and agreed appointments are often changed at the last minute;
2. Even when your appointment happens they call the day before to say even though you requested months in advance they have no replacement car and repairs take far longer than they tell you and I have seen my car sat on the forecourt not being repaired;
3. Once your car is supposedly fixed and you pay your bill you find the fault has not been fixed and before returning your car to you the repair (air conditioning not working) had not even been checked
4. You then repeat steps 1 and 2 waiting another few months and the same issue with telling you the day before no replacement car is available

If I could give zero stars for this customer service I would but I suspect given the other reviews Hatfields do not look at customers reviews

Arrived at Hatfield's Shrewsbury hoping to look inside an e-pace jaguar, which they had 3 of by the way! Wife wants this smaller SUV. Told to come back in 30 mins even though 4 people sitting in office chatting. Said to guy I just want to look inside, my 24 plate Mercedes was parked outside but informed I couldn’t even look inside without member of staff! Definitely not buying or giving them one cent of my money, they lost the sale today and always will when buying land rover!!