Hatfields Anmeldelser 177

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!!

delivered my sofa & chair this morning Paul & Chris were super. can’t praise them enough. ps loving my new furniture.

I'm very dissatisfied with the after-sales service I have received following my recent purchase of a Jaguar XE from your Liverpool branch. The series of issues and lack of support I have experienced are extremely disappointing and unacceptable.

Upon collecting the car, I encountered a significant problem on the second day. The engine light suddenly turned on while I was driving. I immediately contacted the Sales Department at the Liverpool branch for assistance. However, I was advised only to drive to the nearest garage or workshop for further investigation. I didn't see any offer of support or coordination from your sales team, and I was left to contact the nearest Halfords branch myself.

Two weeks later, the exhaust parts had to be replaced. Three days after that repair, the engine light warning came on again. Upon returning to the garage, it was found that the fuel tank was leaking, necessitating another two-week repair.

Four days after the fuel tank issue, the exhaust system light came on, revealing damage to the fuel pressure system, which required yet another two-week stint in the workshop. This back-and-forth scenario has persisted for nearly a month since I bought the car, and I have only been able to drive it for about seven days in total.

The conduct of the Sales Team at the Liverpool branch has been extremely disappointing, inhumane, and irresponsible. All communication and arrangements for repairs had to be handled directly by me.

After multiple attempts to contact the Sales Team in Liverpool via phone and email, I received no responses, follow-ups, or assistance.

After being a customer with Hatfield Shrewsbury for near on 16 years . Buying 4 vehicles from here.
Arranged to have the security up grade . Also to have a check with sales . Disappointing that when i arrived that no one knew that i had arrange meeting .
The lovely young lady tried to arrange another person to deal with me how ever first impressions if u arrange a meeting u make sure that u are around . Found the staff including some service staff less approachable . What the heck is going on here !! It has made me think twice !! About looking at a vehicle.
The positive was that i had my car valeted and the lovey young lady
I was also disappointed to see the other negative review chester may be my new garage in the future

My wife purchased her dream car from Hatfields, Handpicked, Liverpool.

Intially we were delighted but it just went from bad to worse. My wife had already posted a review and got a reply from Mike apologising but he did have to point out that they supplied us with a fully insured courtesy car for the period. Not quite true Mike. The first 5 or so weeks you kept telling us that no cars were available. When we finally got the car, and had to return it after 5 days, I brought it back and said I wasn’t leaving till we had something to drive away in. Granted, this was sorted the next day but I’m 100% sure that if we hadn’t of approached it this way, we wouldn’t have had the courtesy car.

We understood that we bought from Jaguar and it was a Land Rover but this shouldn’t be your excuse, especially when you both fall under the Hatfield brand.

We appreciate it was sorted eventually and within 24 hours you gave us our money back but this was after over 3 months and us driving the car for 5 days. Mike - you and some of the team were good and did what you could, but in general, the constant chasing of emails and you guys ignoring most of them was a really poor showing.

When you came to collect the courtesy car, we even had half an hour of messing whilst you were trying to find the right person to give us our money back!

The car was terrible and that was not your fault, however, the service and issues with repairs was something that you have to take accountability for.

So, over 3 month later, yes we’ve got our money back but we’re out of pocket by some amount and we still don’t have a car.

Glad this is behind us now.

Today after 14 week wait I eventually got my money back. I paid a deposit on my dream car 24/03/2024 and up until today 25/06/2024 I have had the car in my possession for 1 week. Not told about a recall and waited weeks for it to be booked in and carried out then collected and had various faults so back in it went and then unable to give me time scales to fix the entertainment system I eventually asked for my money back. Lack of customer service from start to finish, having to chase constantly for any sort of update and after 14 weeks of chasing and stress to still come away without my dream car and nearly £1500.00 out of pocket too. Avoid at all costs as nothing is worth this.

Tried to book my new Jaguar iPace in today for a warranty repair. After the phone rang for a minute or so I got through to someone who was totally disinterested. Just simply told me they weren’t taking any iPace bookings at the moment.
Just lost a potential new customer.

Found the car I wanted, paid a £500 deposit and filled in all the paperwork on a Monday and made arrangements to travel to Liverpool to pick the car up at the end of the week. Got a phone call on the Thursday of that week to tell me they had sold the car to someone else. They eventually refunded the deposit and reimbursed me with the wasted train fare after several reminders. I wouldn't go near this company to buy anything. In my experience they are totally unprofessional.