Hatfields Reviews 

Staff - incompetence at its finest, few brain cells available

Engineers / technicians great but rest office staff useless

Nightmare simply getting a quote for a new car.

Dealership is a joke

If you are stupid enough to deal with these people it’s down to you,,,you have been warned

I actually received a personalised video today, the video didn’t even show the car,,,,, what is going on with this franchise.

I wrote to the business manger and received nothing not even acknowledgement.

My gut feeling is they will sell you whatever they have,,, but if there are issues you’ll be on your own with this franchise.

Absolutely appalling!! Phoned service 3 times couldn't, get through as no one picked up 3 TIMES!!! So phoned sales to put me through no one in service picked up. I asked the salesman to get the servoice Manager to call me back. Guess what? 3 days later still no call!!! I have taken my Discovery to an independent specialist I HIGHLY RECOMMEND you do the same.

Excellent customer service from Hatfields Liverpool in the past week. Had my car in for a service and a small job needed sorting afterwards. The staff at Liverpool couldn’t have been more friendly and helpful with a special call out to Paula. Highly recommended.

Hatfields were extremely well represented by Ben Flinton in all aspects my exchange of Defenders.
The sale of my Defender & purchase of my Defender 90 were handled by telephone from God's own County, Lancashire.with the new car being pickled up by a colleague.
A most satisfactory & professional transaction
Derek Calrow

Wouldnt rate even 1 star, booked my Range rover in for a full service, got a call from them cancelling as no loan car, they rebooked for 5 days time, they couldnt be bothered to call me back, i had to go to them to get answers, told me the service would take 2 days, charged me almost £1100 to service, car was done in 7 hrs?? Not washed as promised, no door hinges greased, no washer bottle topped up, got in the dirty car and first thing on dashboard, low add blue, so i went back in the dealership to be bluntly told," we dont do add blue"what i said, on an £1100 service, you dont top £20 of add blue up, "no " , sorry but that is not a service ,all they did as far a i can see is come up with a nearly £5000.00 list of what was wrong with the car and little else, disgracefull service from uninterested staff, whos sole aim was for me to book my car in for the £5000 worth of work they say needs doing, hahaha their cuckoo , i wouldnt take my car back there for even a puncture fixing, dreadful service , very very poor customer service, and a car that cost £1100 for an incomplete service as far as i can see, how anyone from the dealer principle down keep their jobs, astounds me, they will never see me or my car again, and i URGE ANYONE ELSE THINKING ABOUT GOING TO HATFIELD LANDROVER, LIVERPOOL, DONT!!! find a garage that values your custom and looks after you, not a dreadful GREEDY company like these

Bought a Range Rover Sport brand new in 2017. £77,000. Engine destroyed itself at under 70,000 miles.

Their own technician took the oil filter off and it was full of metal. Sent me photographs of my engine oil with pieces of the engine floating in it. Engine finished, £17,000 for a new one.

Then I found out THEY KNEW. Land Rover issued a bulletin to their dealers in January 2016, SSM 72578. Range Rover Sport 3.0 diesel. Loud knocking noise, metal debris in the oil, main bearing shells rotating. They thought it was serious enough to change the crankshaft tolerance over it. Eighteen months later they sold me that car for £77,000 and said NOTHING. That's not bad luck. That's a fault they already had a document about.

Contacted Jaguar Land Rover for a contribution. They didn't ask the mileage. Didn't ask the service history. Didn't ask what had failed. NEVER mentioned their own bulletin. Warranty ran out in 2020, "we would not look to review this further."

Though in the same email they admit they do usually help outside warranty, up to 4 years. So the goodwill exists. I just wasn't getting any.

And the people you deal with along the way couldn't care less. Rude on the phone, abrupt in person, promised call backs that never came. Nobody wants to know once the car's broken.

The stress and anxiety this has caused has been UNREAL. Nearly two years of chasing, ringing, emailing, getting nowhere, with a car I can't use sat on somebody's forecourt and a five figure bill hanging over me. It genuinely gets to you after a while, and not ONE person at Land Rover has cared enough to even look at it properly.

And it isn't just me having a moan. There are legal cases running against Jaguar Land Rover over this in THREE COUNTRIES. A group claim in the High Court here with more than 42,000 drivers in it, approved November 2024, over diesel particulate filters that clog up and cause ENGINE DAMAGE, with the Range Rover Sport named on the list for cars bought 2015 to 2023. That's mine. One in America, Nejat v Jaguar Land Rover North America, case 1:21-cv-14698, covering 2017 to 2021 Range Rover Sport diesels, where the lead claimant's engine failed completely and she says JLR knew long before it happened to her. And one in Australia run by Maurice Blackburn alleging oil dilution and engine wear. Plus a petition with thousands of signatures from owners of this exact engine asking for a UK recall investigation, which has never happened. Tens of thousands of people, and they're still treating every one of us like individual bad luck.

If you own one of these, GO AND CHECK IF YOU CAN JOIN. The UK one is being run by Leigh Day and Milberg, cars bought or leased 2015 to 2023. Takes five minutes to look up. Don't just sit there and take it like I did for two years.

And if you still think I'm just unlucky, look at Warrantywise's 2026 Reliability Index. The Range Rover Sport scores 21.1 OUT OF 100. Sixth worst vehicle on the entire list. Average repair bill £2,002, highest single repair they recorded £24,708. That's not me being bitter. That's the data.

I've owned a BMW in the past and the customer service and aftersales is worlds apart. And I can fully understand why people are buying Jaecoo's now, I've heard nothing but positive things about their aftersales from multiple people. Couple of people sat in the waiting area at Land Rover the other day were both saying the same thing, they're buying Jaecoo's instead.

I knew the reputation before I bought it. Everyone does. I just thought I'd be the one that got away with it. NOBODY DOES. That's the thing. Every single person I've ever spoken to who's owned one has had something go wrong, and when it does you're on your own.

Premium price, premium badge, and the second something expensive breaks they don't want to know you. DO NOT BUY ONE. AVOID AT ALL COSTS.

Really dissappointed. I would not advise anyone. We continue to chase, things are extremely slow. I feel like i have gone back to the 90s. Pay few grand more and buy from another dealer. You will be much happier.

Dreadful customer service from the actual service department at Hatfields Land Rover in Chester. Phone calls not returned, new car left broken down for over 5 weeks, appointment cancelled on the day. Refusal of a loan vehicle after a road side breakdown on a brand new car. Public slanging of Land Recovery Assistance. Asked me to get the car to them ! It’s broken down ! Can you bring the car in so we clear the fault and not replace the dpf filter. Less then 1000 miles the car is 5 months old. Suggested via the service team to take it to another dealership because they can’t be bothered. Over priced service cost £250 more expensive than the other dealerships, bad attitudes rudeness and pure ignorance towards customers. I wouldn’t recommend this dealership it’s the worst I have ever seen.

JLR - Hull Branch
Sales Executive: Jake

I was initially driving past and my eye caught the New Defender 110.

I decided to explore this vehicle and was greeted by Jake who is a JLR car sales specialist.

Jake explained all features and options available whilst exploring my wish list.
It was left for me to think over with no pressure.

The next day, I contacted Jake and arranged a test drive. We then searched stock and sought the right colour and specification.
I part exchanged my 6 month old RangeRover in which a satisfactory deal was agreed.

I was constantly kept updated about the preparation of my vehicle in readiness to take delivery.

Upon delivery I was given a great in-depth handover and was assisted with setting up my new vehicle whilst learning about all the new features.

I am a frequent buyer of new vehicles and I would say this was the best buying experience to date.

Jake is very enthusiastic and knowledgeable with JLR without any pressure of purchase, he is very confident in the branding which is so reassuring.

I certainly would recommend the Hull Branch and wish Jake a great prosperous carer within his chosen car brand of sales, I am very confident he will make both customers and his company a great example of this prestigious brand.

It is so reassuring that good customer sales still exists in this very fast AI moving world we live within that was tailored to my needs as a traditional customer.

Mike

I purchased my Jaguar F-Pace brand new from Hatfields Liverpool in March 2024 and, unfortunately, my experience with the dealership has been extremely disappointing.

One of the main issues concerns the pre-heating system, which I specifically paid £1,400 + VAT to have fitted. The system subsequently became problematic, including triggering the vehicle alarm when used this all started in November 2024, and eventually stopped working altogether.

The vehicle has spent significant periods back at Hatfields. It was there from 19 September to 21 October 2025 following an auxiliary belt failure, then from 19 December to 29 December 2025 regarding the pre-heating issue, where I was effectively left with a “no fault found” outcome.

It returned again from 6 February to 11 February 2026, during which a volumetric sensor was replaced. I was then unable to drive the vehicle away and was told there was an issue with the DC/DC converter, with the part on back order. The vehicle ultimately remained unavailable until 27 February 2026.

There were also significant electrical issues, including the battery becoming completely discharged. Various diagnostic checks, battery and charging tests, software updates, drive cycles and vehicle scans were carried out.

My concern is that the original pre-heating problem has still never been properly resolved or satisfactorily explained. I was also disappointed that the volumetric sensor was replaced despite my understanding that it has nothing to do with the pre-heating system.

The impact on family life was significant. While my F-Pace was unavailable, I was given a Range Rover Evoque, which is substantially smaller than my F-Pace. With a young family, this was not an equivalent replacement in terms of space and practicality and put massive strain on our day-to-day family routine, particularly during the extended periods without my own vehicle.

Another major frustration was how my concerns were handled. I felt I was repeatedly passed from one manager to another — from the Service Manager, to Showroom Manager and eventually the Garage Manager. It often felt as though I was being passed around rather than one person taking ownership of the overall situation and seeing it through to a proper resolution.

I also made a Subject Access Request (SAR) for information relating to my vehicle and complaint, including job cards, diagnostic reports, emails and TOPIx data.

When reviewing the TOPIx information provided, I noticed what appears to be missing data. The screenshot supplied shows a scroll bar on the right-hand side with further space below the displayed information, indicating that additional entries are available by scrolling down.

I believe these missing entries could include further alarm trigger events, potentially dating back to when the problem first started in November 2024. This is particularly concerning because the history and frequency of those alarm events are directly relevant to my complaint.

The TOPIx information I did receive also appears to show the tilt sensor as a significant part of the diagnostic information, which raises further questions about the investigation and the explanation I have received regarding the alarm/pre-heating issue.

Despite raising these concerns and asking for clarification, I have still not received a satisfactory explanation or resolution. After everything that has happened, I am left feeling that I have had to do much of the investigation myself simply to establish what has happened with my own vehicle.

Following the formal complaint process, Jaguar Financial Services partially upheld aspects of my complaint, including the auxiliary belt/tensioner issue, intermittent alarm triggering and the later electrical fault. They offered £180.91 compensation for the periods I was without the vehicle, which I declined as I did not feel it adequately reflected the overall experience, inconvenience and loss of use.

I appreciate that faults can happen with any vehicle. My issue is the overall handling of the situation — the repeated visits, extended loss of my vehicle, unsuitable courtesy car, lack of clear ownership of my concerns, unresolved questions surrounding the pre-heating/alarm issue and the difficulties obtaining a complete picture of the vehicle’s history.

For a brand-new Jaguar purchased from a main dealer, I expected considerably better.

Based on my experience, I would not recommend Hatfields Liverpool.

Having been a loyal customer for many years, I asked to borrow a Defender demonstrator overnight. Apparently the sales manager has it as his company car and it not available!

I will be shopping around elsewhere for my next car now, as the response from the dealer principal was poor, and did not put his customers first.

Where do I start? My RR Sport needed a new windscreen having got a crack in it. The windscreen fitters did a poor job resulting in an annoying creaking noise on a header panel so I (foolishly) insisted to my insurers that I take it to a main dealer (Hatfields, formerly JLR Preston) to be sorted.

They gave the car back to me having failed to fix the issue. As I drove away, on adjusting the rear view mirror, it came off in my hand. I returned to the dealership who were adamant that this was not of their doing despite the mirror being fixed to the panel they were trying to stop creaking. As a gesture of goodwill though they would 'put some tape on it for me'.

I naturally complained only to be told that they didn't like my attitude(!) and because of my complaint, they would now refuse to deal with me.

I raised a complaint to Head Office. After twice having to chase a response, having been ignored for weeks, they maintained their stance that the damage was not of their making and that they did not appreciate my complaint so would not deal with me any more. This is my first JLR vehicle and, unsurprisingly, my last.

Avoid at all cost because they are all smiles when showing you their vehicles in the showroom but when issues arise down the line, they don't want to know.

I also note the recent review by the Curran family. They too received dreadful service by the Preston branch and when they complained, they too were asked to leave. This sems to be a familiar pattern.

Our experience with Hatfields Jaguar Preston has been extremely disappointing and, quite frankly, unacceptable.

We attended a meeting with the Service Manager, to discuss our Jaguar I-PACE and the dealership’s decision not to continue with the diagnostic investigation, repairs, or the outstanding H570 safety recall.

Our vehicle has a full Jaguar service and repair history, including a traction battery replacement carried out at Jaguar Preston on 26 February 2023. For that reason, we were extremely concerned that the vehicle was later treated as though its condition could be explained by alleged third-party intervention.

The vehicle had been booked in for diagnostic work and the H570 recall on 4 August 2026. That appointment did not take place as agreed. We were given inconsistent explanations for the delay and were eventually told the vehicle would not be seen until 7 August due to the need for a suitably qualified technician.

A diagnostic process was started but, as became clear during our meeting, it was stopped before the underlying electrical fault had been fully identified. As a result, we were left without any clear explanation of the high-voltage/electrical issue or why the investigation could not continue.

We were told there were concerns about allegedly incorrect bolts, screws, an over-tightened bolt, and markings said to be inconsistent with JLR standards. We repeatedly asked for clear technical clarification and, most importantly, how these issues prevented the completion of the H570 safety recall. We did not receive a satisfactory explanation.

The manner in which the meeting was conducted was also very upsetting.

I had not previously dealt with the Preston team; my husband had been the main point of contact. I attended to support him and help obtain clarity.

During the meeting, my husband repeatedly asked for the technician’s report to be explained point by point. We were repeatedly told by the service manager the information was “on there” rather than being given an explanation.

When my husband questioned how an allegedly over-tightened bolt could prevent further diagnostic work, the situation became increasingly uncomfortable. We were told we were “embarrassing ourselves” and my husband was referred to as “dumb”. We were simply asking reasonable questions about why the work had been stopped on our vehicle. I was shocked by the lack of professionalism shown in the meeting.

We were then asked to leave by while still trying to understand the situation.

At one point, I asked whether any empathy could be shown towards our circumstances. We were told by that this could not be provided.

I also found it inappropriate that we were questioned about why we had brought the vehicle to Preston rather than Jaguar Liverpool. The reason was straightforward: the traction battery had previously been replaced at Jaguar Preston, and when the vehicle broke down, Preston was the nearest Jaguar dealership.

We were also told that if the vehicle was not collected by Friday, we would be charged £420 and that it could be moved onto a public road. Given the unresolved electrical fault, we found this extremely intimidating.

Most concerningly, Hatfields has since confirmed in writing by head of Hatfield's Preston, that its decision not to continue with the vehicle was “not based solely on the technical aspects of this case”, but also on the nature of our interactions. The head of Hatfield's jaguar Preston as not contacted us via telephone, even though this matter should have ONLY been escalated to higher management.

We strongly dispute any suggestion that asking questions about our vehicle constituted unacceptable behaviour.

We attended in good faith after the agreed appointment was not completed, the diagnostic work was halted, and the safety recall remained outstanding.

We escalated our concerns to higher management but did not feel the complaint was handled in a way we would expect from a premium manufacturer.

As a result, we have been left with:

• an unresolved high-voltage/electrical fault
• an outstanding H570 safety recall
• an incomplete diagnostic investigation
• a refusal by the dealership to carry out further work
• significant financial and practical impact on our family

We also have a disabled child, meaning the loss of our vehicle is not a minor inconvenience but has a real impact on our ability to travel and attend essential appointments.

We expected a far higher standard from Jaguar and an authorised Jaguar dealership, particularly given the vehicle’s previous service history with Jaguar Preston.

My advice is to stay clear of this dealership at all costs for repair work as you will be left disappointed and disrespected as customers.

Thank you Hatfields, my order was delivered without fuss and with great care by Paul and Lewis. My experience has been great from choosing my furniture to delivery, excellent customer service would 100 % recommend.

What absolutely atrocious service. Car recovered to them 5th August with a charging issue which could be a very quick and easy fix. Forgot to book the car in to their system until we called on 11th August. Then advised they would not even look at it until 9th September. Staff rude. Apparently, apparently we shoud have taken out the extended warrantly! How helpful! Never call back when they promise to. Impossible to speak to anyone. Judging by the reviews, it is a common, gorup wide issue. AVOID!

1-star review – Hatfields Jaguar Preston
Absolutely appalling experience with Hatfields Jaguar Preston and Jaguar Customer Relations.
My 2019 Jaguar I-PACE developed serious high-voltage faults and became unable to drive or charge. I paid to have the vehicle recovered to Hatfields Jaguar Preston because I had an agreed appointment for 4 August 2026 for the vehicle to be diagnosed and for the outstanding safety recall to be addressed.
The vehicle was not looked at on 4 August as agreed. I was subsequently told it would be dealt with sometime during the week, and I was eventually informed that it wasn't actually being looked at until 7 August because they needed an appropriately qualified technician.
I was dealing with Will at Hatfields Preston, and I also contacted Ryan from Jaguar Customer Relations regarding the situation.
The situation then became even more frustrating. I was told Hatfields would not proceed with the diagnostic or the safety recall because they believe certain bolts on the vehicle are in the wrong positions. My independent mechanic has told me he did not touch or reposition those bolts.
So I've paid around £1,000 already trying to diagnose this vehicle, paid to have it recovered to Jaguar, had an agreed appointment missed, and now have a non-running I-PACE sitting at a Jaguar main dealer that they won't even proceed with.
I've repeatedly tried to get straightforward answers about what exactly is wrong, what bolts they're referring to and what needs to happen before they'll proceed.
I also explained the very serious impact this is having on my family. We have a disabled child and have been left without a car. This isn't simply an inconvenience — it affects our family's ability to get around and attend essential appointments.
I contacted Ryan at Jaguar Customer Relations expecting them to help resolve the situation. Instead, after all the information and documentation I'd provided, I was ultimately told to seek legal advice, while Customer Relations also made it clear they would not liaise with the retailer on my behalf.
This has been an absolutely shocking experience from a supposedly premium manufacturer and main dealer.
An agreed appointment on 4 August wasn't honoured, the vehicle wasn't looked at until 7 August, the safety recall hasn't been carried out, the diagnostic hasn't been completed, I've spent substantial money already, and my family has been left without transport.
I bought a Jaguar expecting a premium product backed by a premium dealer network. What I've received instead is delays, excuses and being passed from one person to another.
Will at Hatfields Preston and Ryan at Jaguar Customer Relations — this is not the level of service I expected from Jaguar, and the way this situation has been handled has been completely unacceptable.

Complete corporate shambles and inaccurate diagnostics. Avoid at all costs.This company is a total shambles. I purchased a Jaguar F-Pace from their Preston site, paying full market value plus a £1,500 premium for a 2-year RAC Platinum Warranty.When a pre-existing dual-zone air conditioning issue was reported, their database transition following the corporate takeover was so poor that they claimed I had no active warranty or purchase history. I was forced to find and send my own personal bank statements just to prove I bought the car from them.Once they realized a fault was present, the dealership's Chester branch attempted to log a warranty claim against my policy behind my back to evade their own statutory liabilities under the Consumer Rights Act 2015. I actively intercepted and blocked this via an automated text alert from the RAC. Following this, the Aftersales Manager issued a final rejection, demanding a £175/hour paid teardown fee to establish a root cause they had already diagnosed.Worse still, during their complimentary inspection, their workshop completely emptied and discharged all remaining refrigerant gas from my vehicle during peak summer heat waves. Because of this, I was forced to transport my unwell, 87-year-old mother and two sisters on a suffocating, deeply uncomfortable 430-mile round trip to a family funeral with zero ventilation.The Chester technician put in writing on Service Invoice 16313 that they 'found a condenser leak requiring a full condenser and pipe replace' quoting over £1,400. I took the car to an accredited independent specialist for a certified second opinion and pressure test. The independent engineers confirmed there is no physical leak. The condenser is structurally sound. The car simply needed a routine standard re-gas costing £231.12. It has blown freezing cold air perfectly every single day since. The dealership provided an inaccurate diagnosis in writing, resulting in an extortionate quote.In response to Head Office's public reply below telling me to email them: I did. I raised a statutory Subject Access Request, and your data compliance team sent an incomplete folder and immediately marked the case as "Closed" to block my ability to reply or obtain my historical files.I will not be emailing you privately. Active Motor Ombudsman Case 00353317 is officially open, and a formal complaint has been initiated with the Information Commissioner's Office (ICO). If you are a prospective buyer, go absolutely anywhere else.

So I call Hatfields Liverpool to enquire about changing my current Jaguar e pace hybrid, potentially upgrading to a new JLR model.

My god I was treated like royalty, they could not done any more. Every email request I sent was answered instantly.

So now I bring into the issue the fact my 21 plate model only having 15k on the clock has a faulty alternator.

Guess what the emails ceased despite my constant calls and emails ignored, disgusting !

Do JLR are ever look at reviews and how poor they have become.

I seriously hope they go into administration the sooner the better.

They take your money and run.

Excellent local garage always friendly, helpful with quality work. Unreservedly recommended.