Hatfields Avis 

Tried to contact them for a parts quote. Without exaggerating, I called easily over 10 times without success to reach this department. When someone answered me, he told that the information I needed had to be clarified by the 'services' department. i called the service departments I was told that I should reach the 'parts' departments, but they never answered again.

First experience of Hatfields Land Rover Liverpool, enough to ensure that it will be my last.

Car had to be recovered there due to steering rack failure (which is under recall) had made it un-driveable. Plenty of promises made about how it would be a priority as it's a recovery, none of them delivered upon. Staff are impossible to get hold of, emails and telephone messages ignored and never returned. Eventually managed to get a reply from Michelle Hughes, which was a complete reversal from what the same Michelle Hughes had promised a week earlier when we were getting the car recovered. Now left with no transport for a month, no communication, no attempt to resolve it, and not even being fobbed off, just outright ignored.

The funny bit is we will soon be replacing the old Evoque with a new one, and were going to go to Hatfields for it. Not a chance that we would go there now! Probably a blessing in disguise finding this out now and avoiding future hassle.

Bought a RR Sport SVR from the Liverpool group couldn’t of been happier.

James Marshall the SA was very informative and professional throughout, went above and beyond to get the deal done and got a great package with the finance.

Kept up to date with the process, and just generally made the process as smooth as possible.

I’ll be using again if another purchase of a RR is in the future.

Thanks James and the team!

Amazing experience at Hatfields Liverpool ,Gregg Leatherbarrow couldn’t do enough for us , from first call to collecting our new car ,We’ve never been treated so nice , even phoned us the next day to see how we were getting on with it , will definitely be recommending my friends and family thank you ,we love our new car .

Went in January 2024 to try and buy a second hand VELAR. You had a Red one on a 23 Plate advertised. I had bought my previous VELAR off you 2 years previous.
The Red VELAR in question was out on loan. After over 3 weeks you eventually came back to me to say you had it back. I had then lost interest in your Company and went elsewhere. Thought you might of been a bit keener to sell cars at the moment????????????????? Obviously not interested in my small purchase

@ reply Hatfields

If the manager would like to call me to discuss that’s fine

I know you haven’t seen the car since purchasing as I live in Leicestershire and you’re garage is in York however I wanted to let potential new or existing customer’s of yours know that they could be purchasing a car which has had a engine replaced which would of affected my buying decision and that you won’t inform them of that. I specifically asked has the car had any issues or recalls and that answer was no. Which I have proof of in email which I’m happy to share on this platfom.

Was looking for Discovery Sport. One seemed suitable but after a week and paying a deposit it still had not appeared in Shrewsbury showroom. Little communication which was very disappointing.

Where do I start! Land Rover assist took my Range Rover sport in for a leak on the top radiator hose on the 22nd November 2023. I was informed shortly after the radiator needed to be replaced. Ella informed me the claim had been rejected on my warranty and I needed to pay for the hose for the warranty to pay out. Initially I thought strange but I agreed. An additional call alerted me early in December that the turbos were found to be blown. I thought surely not? The car went in for a simple leak on the hose!

My warranty company (select extended warranty via car care pan) turned out on renewal I was placed on the wrong warranty. Even though the policy states to the value of the car, I had a single claim limit of £3000.00.

Range Rover knew this and did not inform me despite taking on the job. If they had informed me I was in a renewal 14 day cooling off period to which I could have upgraded to make sure I was covered. I was informed by Ella on the 19TH December that the claim for turbos had been rejected but not to worry because all warranty companies are like this.

The warranty company informed me they never received a claim for turbos until the 28th December. Strange considering my point above. Then I was informed by the service manager on 3rd January they were still performing tests on the turbos and not to worry.

Why have you submitted a claim for turbos if they might not need doing?

I gave no authorisation for claims for £6600 being put through and nothing within this process has been straight forward.

My car has now ran out of MOT due to the timescales they have taken to do my car.

I was promised last week by the service manager a call which never materialised.

I visited the branch on Tuesday to which the service manager could not believe nobody had been in contact with me to discuss my car and that my car had been put on HOLD. With nothing being done. Sorry when was anyone going to tell me this??

I visited the Manchester franchise under warranty and they were far superior. I had a full health check on my car upon arrival along with a full report when I left.

I asked for a health check and MOT via hatfields which simply was ignored.

I also expressed interest in a part exchange on a new SVR which was ignored.

I’m not a difficult customer but one who simply relies on the expertise of Hatfield’s.

I have now been informed my car is being rebuilt without the work being carried out.

I still don’t know whether the radiator and hoses have been replaced.

They Ignore calls, emails, spell my name wrong on emails. It’s something I cannot warn people enough not to put themselves through.

I could go on forever and probably forgot a lot that’s happened when writing this review.

I’m now getting my car back with a pointless warranty, blown turbos and no MOT.

My turbos were replaced under warranty not too long ago. But Apparently they aren’t covered- CRAZY.

Paying £80 a month for warranty £1000 a year to claim £2000 back. Car care plan may not be hatfields but it’s branded Range Rover

They put me in a p400e defender which at first I was made up however the car barely gets 22MPG. When I asked to change Ella said I could have a corsa from enterprise

I understand hatfields are not at fault due to my warranty being on the wrong policy however the customer service is appalling and they knew I would have had to put money in without informing me.

Car care plan have blamed them and told me if they had informed me of my warranty claim they could of upgraded my policy when it went in, not 7 weeks later

Off to sell my Range Rover, thanks guys!

Looking at the reviews on here, google and Facebook. I won’t be the first and I’m not the last

Purchased a Range Rover Sport from Hatfield’s Hull in May 2023. A dream car of mine, until my experience of Hatfield.

I have done less than 500 miles in the vehicle and the vehicle has been sat in another Range Rover dealership for the last 10 weeks (which is still there) with a broken door handle (which should be under warranty) and corroded brake discs and 80% depth of brake pads gone on the rear..

Hatfield Hull have provided absolutely no support and have washed there hands of the vehicle and don’t even contact me anymore to see if they can assist or support.

As for Simon (sales) and Andy (service manager) who must struggle with dealing with customer aftercare as there hasn’t been any. A formal complaint has also been made, but this appears to have been ignored as well

Furthermore, apparently this vehicle was serviced by Hatfield prior to delivery? Which I find very dubious and suspicious with a broken door handle and discs and brake pads in these condition.

Since been advised that this is all wear and tear and is not covered by warranty, but I have literally only had the vehicle 6 months and 10 weeks of that the vehicle has been in the garage.

I have been told that it will cost excess of £1000 (JLR are offering a good will gesture of £600) for the door handle and over £1000 for discs and pads.

DO NOT USE THIS COMPANY.

PLEASE AVOID!!! 3 year old Range Rover Sport - distance sale

absolutely terrible company from sales, service and aftercare. all aspects have been shockingly bad and please take note of all the other reviews with the same...I am so frustrated that i didn't check here first but never dreamt a main dealer could be so bad. i have spent far too much time already on this so will keep the summary brief;

- vehicle arrived with faulty brakes and a defective tyre even though the Land Rover guarantee and Hatfield's promise is all approved used cars are thoroughly checked. took 2 weeks to finally speak to someone after my local Land Rover garage chased them. eventually got corrected after 3 visits and days without a new car, Hatfields coughed up as my local dealer read them the riot act.
- sales advisor confirmed the car had full service history at the point of sale. i have now discovered down the line that this is in fact not correct and it went 18 months without a service. this is a grey area as Land Rover feel this is considered full yet the majority of people in the industry have advised they could not consider this full as it does not conform with the service interval requirements set by Land Rover themselves. this is something which should have been fully detailed to us so we could make an informed decision and check for ourselves, certainly not a transparent distance sale.
- car advertised with upgrades which were not on the car. i have argued back and forth and they are standing behind their disclaimers which they feel relieve them of any reasonability and can apparently advertise how and what they like without recourse
- after weeks of dealing with the sales director and getting no where i eventually found an email for Hatfield's head office only to discover they have a complaints procedure....it is a shame the sales director at the Liverpool branch did not advise me of this or follow any of the guidance. Consider this....a sales director with a team of sales people working under him and cannot deal with a complaint in any sort of acceptable fashion.....i wonder why they have so many negative reviews??????

after a 'full' review of all the issues by their head office complaints team they have confirmed that all points i have raised are valid and evidenced to be true and the result...........a free service and some vouchers!!!! i fear they may have got confused between an expensive car purchase and what to buy their distant relatives child as a gift. vouchers for a LR experience day and a service from a company who sent a car out with faulty brakes.....what a great offer to resolve my issues.

queue the generic response along the lines of....'we have looked into your complaint and have dealt with it according to our procedures'.....

Used Hatfields LR, Liverpool to sort a recall on my Range Rover, but won’t be going back. They asked me to have the car there at 9am on the Friday, but never started work until 2pm and then discovered it’d take too long to finish, so I ended up without my car for 5 days following apparent damage incurred whilst replacing front knuckle. I was initially told I couldn’t have a courtesy car, but on challenge was given a Toyota Yaris which needed a service itself and was hardly ideal for someone in my line of work. Communication was poor until I raised concerns. On day 4 I was told it’d definitely be ready that day, only to be called on my way there (having cancelled appointments) to say it wouldn’t. Then, on the way home the brakes were clearly faulty and the bonnet almost came up when I joined the motorway as it hadn’t been closed properly on both sides. I’d have little faith in the mechanics at this dealership, which when the car next to the service desk is selling for £200k is embarrassing.

With concerns for the brakes I took it to a professional garage and it turns out LR hadn’t tightened my wheel bearing and had air gunned my locking wheel nuts on meaning one had to be drilled out. Oh and despite two emails to Mark the Liverpool Service Manager I had no reply. Eventually got a call from the area manager who acknowledged fault, but couldn’t explain why Mark never replied, couldn’t explain the constant swearing on my dash cam footage, couldn’t explain why the engineer hadn’t picked up the issue on his test drive of the vehicle, couldn’t explain why no damage inspection was done on the hire car, nor why my bonnet hadn’t been closed properly. I’d provided a five minute video documenting the experience which left no room for denial. Bottom line, beware - service standards are poor, but customer service is worse!

Update 01/11/23 - Hatfields interpretation of ‘resolved to my satisfaction’ is different to mine. The comments on these reviews are just a way to save face - they rang, told me they were sorry, would ask questions when next on site, never rang back with an update, no offer of compensation (made not so subtle comments about me not being a regular customer and the age of my vehicle) and clearly just like to try and dismiss complaints rather than deal with them properly. Beware folks.

Unfortunately I had the experience of purchasing a car from this dealership earlier this year.

The I-Pace was initially a great car, but the problems started on collection day.

The car saw many repairs and the service team at the dealership are overall lovely people however management on the other hand do not seem to actually care about the customer experience.

Between myself and the finance company involved we’d agreed that the car should be returned. I had, at the time, owned it for roughly three months and it had needed just as many repairs. It also still continued to have problems and needed further repairs.

Unfortunately the dealership had a very “oh well, we’ll fix book it in, deal with it”. Not seeming to want to accept that being without my car for days on end isn’t acceptable.

I also found that the rapid charging didn’t work while attempting to go on holiday some 300+ miles away. Doing a journey like that with only slow AC charging really did ruin the entire experience.

I had a meeting with the dealership to discuss this after I sent a letter before action, they decided to produce an order form I’d signed as evidence of them being able to reject a consumer rights act claim - very odd since of course I ordered the product otherwise I wouldn’t be seeking a refund - of course, you can’t just opt out the consumer rights act as a retailer.

In the end a court case was my only option, and they gave in and admitted full liability at the last minute before it actually got before a judge. After pushing back their deadline using the extension they’re allowed, just to be petty, of course.

I trust this dealership does not want to restore any relationship with me, as I haven’t heard a single thing from them since. Not at any time in this process did they even apologise for this. Instead, they got further up on their high horse before backing down the last minute once a court was involved.

I would absolutely not recommend anyone giving this dealership their money. They simply do not care about you as a customer.

Update: Several months on another 4 or 5 visits to the garage..... I have had consistent further faults and unsatisfactory repairs with the vehicle, and which with a 90-120 min round trip are significantly inconvenient every few weeks for repair with the inability to repair the faults correctly. Furthermore upon purchase the number of owner was declared by the sales representative to be significantly less than the vehicle had actually had which will significantly effect the value. Yet again Hatfields JLR refuse to even attempt to come to an amicable solution. I reiterate DO NOT USE! There are other dealers in Huddersfield and Leeds! (Also a 'goodwill gesture' is rather insulting considering the amount of issues I have had with this dealer)

I purchased a 3.0L XF S from Hatfields Jaguar, Wakefield in July 2022, naively interpreting the fact it was approved used with a full Dealership service history meaning it would be a good vehicle, however this couldn’t be further from the truth. Just days after 6 months of ownership the problems started.

Initially it went in for the EML coming on, after having waiting 2 weeks for a courtesy car to become available. It took over a month for the initial repair, and whilst in they repaired a couple of other issues under warranty. However (this should have been my first clue) they then informed me that it would be a few weeks since they believed after changing the sump gasket they had seized my engine. Approximately 1 week later they then rang to form me they hadn’t and in fact it was a faulty wire on the starter motor. Great, had my car back after 1 month in the garage.

The next instance was less than a month later, the return of the EML. Again, took the vehicle in after waiting 2 weeks for a courtesy vehicle, and it was supposedly repaired within a week or so. After this, around a month later, my vehicle broke down at work and after having the AA out twice they confirmed it was yet again a faulty starter motor, and to top it off the EML was on AGAIN for the same issue! Clearly the issue had not been diagnosed or repaired.

This has now continued since January 2023, and my vehicle has been in for repair for the SAME EML fault 7 times as of writing this review (October 2023). Not only this, but on collecting my car this time it was left in an utterly disgraceful state; scuff on the front wing and significant scratches and damage caused to both driver and passenger sills caused by the ramps and their mechanics, with Hatfields Jaguar trying to hide the damage by leaving the car as dirty as is possible.

I asked to reject my vehicle in August 2023, and whilst attempting to speak to the directors of the business did not receive an email until October (they said they had emailed however clearly hadn’t as I repeatedly checked my inbox around the date specified when it was sent). After several days of communicating with the Sales Director, he has failed to agree on an appropriate or amicable settlement between Hatfields and myself. In fact the solution they offered was particularly insulting considering the significant time, expense and stress that these issues have caused me.

I would expect a significantly better service from a small business such as this that relies on good service and reviews to maintain their business. The service I have received from Hatfield has been and absolute disgrace both to themselves and the JLR brand.

I would absolutely recommend you do not use the Hatfields brand at all for the purchase of your next vehicle, instead find a trustworthy garage or dealership that will treat you with respect and sell you a vehicle that will actually work!

Look at the reviews folks.
Consistent selling vehicles with poor brake conditions. If there is a problem they flog the issue to "jaguar/land rover" instead of dealing with the issue themselves which is completely incorrect.

Reviews say it all...

Stay clear of these cowboys

Edit:

Initial review...

The car was great and Steve didn't push add ons I clearly didn't want to buy. I was offered options, but once declined and I explained I wasn't interested there was no hard sell. A refreshing change from lower class sales people elsewhere. A hard sell would have made me walk away!

7 months later...

Unfortunately the car suffered lots of faults and service had multiple attempts to fix some without success. To their credit the dealer did try to fix the problems as they continued to arise but it became untenable. Eventually reached an amicable resolution for all parties to move on.

Issues happen, that's life, it's how they are dealt with that counts.

Bought my Jaguar from Hatfields Liverpool 10 months ago, very happy with the service and car. However, beware, buying Jaguar approved which one does pay a premium for (not a problem) is not all what it says on the tin. My car was recently serviced at a Jaguar dealership where I was informed that the back brakes and discs were at their very minimum and would not pass an MOT. This would be of considerable cost to me on top of the service I have just paid for. I was informed I would have to pay for the brakes etc…before the MOT to have the work done. Had I been informed of the state of the brakes before I purchased the car I would not have bought it. I contacted Hatfields Liverpool to explain the problem and they offered me no help whatsoever towards the cost of this work. I have only put 4000 miles on the clock and now find its brakes / discs are 90% worn. As I say, I am not a happy customer and will certainly not buy another car from them. I can assure anyone that as a 74 year old I have not "hammered" this car. I am an excellent driver I feel aggrieved that at no time was I informed of the state of the brakes. Jaguar can say all they like about it being within the legal requirements on the sale however, one does not expect after 10 months and 4000 miles it is 90% in need of new brakes/ discs at a cost of over £700. Written on behalf of my husband.

Called in after spotting a GR … really helpful staff, opportunity to look at and try the size of the Yaris; but also to understand the F-Type range. Don’t think the F-Type passed the other half’s aesthetic test… but first impressions of Hatfields was great.

I have bought several new cars from Hatfields Liverpool over the years and always had a great experience. All the staff are very knowledgeable and friendly. My last car l bought is great and Alex the sales man was brilliant once again Hatfields thanks

Gregg leatherbarrow great service and help throughout 10/10

Don’t touch Hatfields Pickering with a barge pole . Our 2 year old Discovery sport is in for the 2nd time with the same fault and they are telling us that the new part could be weeks away in the mean time with have a European road trip planned and are now having to cancel part of it as they can’t supply us with a car that can go through some of the countries and to top it off none of the managers have any balls to speak to me , they leave it to the poor girl on the service dept . The car is 3 years old in February and I won’t be keeping it out of warranty and have lost faith in the retailer and the brand