Vertu Motors - Land Rover Bolton Reviews 

When everything goes well with a car purchase, it's easy for the dealer to get a great review, or at least it should be. What really counts is how they deal with things when they go wrong.

I bought a Jaguar I-Pace from Vertu Bolton, and whilst I absolutely loved the car, sadly it developed a relatively serious fault after a couple of weeks.

In this scenario, there is a wide range of possible outcomes, but one path of exemplary conduct by a dealership. Due to the nature of the fault, the Manager felt that it would be better for them to repurchase the car from me, rather than offer repair (particularly as I'd travelled three hours to pick it up).

They arranged collection, and refunded me in full. Communication was extremely good throughout, and frankly, I could not have anticipated or imagined any better service in this situation.

JLR dealers are often criticized for not meeting people's expectations in terms of service, however in this situation, this dealer provided absolutely five start service. I simply cannot fault them.

I had a fantastic experience talking with Jake Fry while shopping for a used car. From the moment I walked in I found him to be friendly, professional, and genuinely helpful. He took the time to understand what I was looking for and guided me through the available options with honesty and transparency.

What stood out the most was his knowledge of the vehicles and his willingness to answer every question I had—no matter how small. He made the entire process smooth and stress-free, which I really appreciated and I never felt rushed or pressured.

If you’re looking for someone who truly puts the customer first, I highly recommend Jake Fry. Thanks again for your outstanding service!

Jacob Fry was absolutely brilliant. Nothing was too much trouble, he went through every aspect of the IPace HSE we purchased. Very thorough, epitome of what customer service should be.

Damaged my car and denied it. (See picture proof!) very argumentative and won’t own the mistakes!
Tyre valve was damaged and tyre pressure was pumped up 10psi above all others! Along with this they scratched my callipers!
Video footage shows the technician rip the tyre valve off with a wrench.

Avoid! Scammers! One of the worst dealerships Iv been to! Damaged tyres,joy rides, using phone while driving my car on public road, lies and more!

I had already had my car diagnosed elsewhere but went to this site as they were closer. They told me they only needed an extra hour and my car would be repaired.
Later was told that they couldn’t get to the repair and needed new parts. Clearly the staff are inexperienced and don’t know what they are doing!

I had a great experience with Jacob Fry whole purchasing my vehicle. It was one of the best customer service experience I have had in years. Vehicle is in great condition.

I would strongly recommend the services of Jacob Fry of Vertu Land rover.

**Subject: Re: Ongoing Complaint – Reference TP1ll**

Dear Mr. Boyd,

Thank you for your reply.

However, I must once again express my disappointment. Your response — asking me to contact you — feels more like a performative gesture intended to appear responsive to readers, rather than a genuine attempt to resolve the matter. A sincere and professional approach would have been for *you* or a member of your team to proactively contact me directly after reading the initial review — especially as all of my contact details (both phone number and email) are already held on your system.

For your information, I attended the dealership **yesterday** to collect the **cash payment** that was held from me on **Saturday**, after your accounts department confirmed receipt of my BACS transfer. Given the seriousness of the situation and how much it clearly impacted my experience, it would have been entirely appropriate for a manager to approach me in person during my visit. Staff on-site including Victoria were fully aware of the incident, and management had every opportunity to acknowledge the issue and engage with me directly — yet no one did. That silence speaks volumes.

The lack of proactive communication and ownership from your team — both during the incident and after — continues to reflect poorly on the standards of customer care at your dealership. As I’ve already provided a full and detailed account of what happened, the burden should not be on me to chase you further.

If you are genuinely committed to resolving this properly, I expect to be contacted directly with a meaningful response — not another generic invitation to “get in touch.”

The staff is amazing and love seeing such a great service team!!

Recently bought a RR Velar for Vertu Bolton and I just wanted to say the customer service from Jake Fry was first class from the test drive to getting the minor bits on the car sorted before purchase he was always available on the phone and gave updates on progress.
Jake made the whole purchase experience a breeze, I would highly recommend and would 100 percent look to return when we need to trade in again.

Jake Fry was amazing with handling our new car purchase, would recommend him and he is an asset to your team. He was polite, approachable and knowledge and we have the car of our dreams now

Regardless of purchasing my Range Rover, my recent experience had been the way how your staff member Jake Fry had really followed through the sales process so professionally and had displayed absolute helpfully, kind, understanding and caring. The biggest lesson for me as a customer was mainly how it had been a pleasure and an honour to had met an absolute professional a decent human being like Jake Fry is. I wish him all the best from the bottom of my heart. what a star!!!!!!

Called into garage today after seeing a defender advertised on auto trader for £63,485. After viewing I decided to buy. Only to be told it’s priced wrong and should be £70k

The advert was very clear showing a used car with a saving of circa £9000. It’s not a typing error it’s clearly misleading. Very disappointed in a so called reputable dealer doing ticks to get you in. And still after 4 hours the so called wrong advert is still live.

I wish I checked the Reviews before I took my vehicle to this shambolic disastrous run place. It does not deserve the JLR Attachment, more like a shoddy do not give a toss back door garage. Angry is an understatement. Being taken for an idiot more like it. Dropped my car of originally for a service. I opted to have the full one done. Also asked for extra work such as 4 wheel alignment, MOT, sensors not working, air con spruce up. Dropped car of and was given a courtesy car and was told that I was only allowed the car for a day and that all the work might not be done. I mentioned that I was not exactly around the corner and did not want my car back unless the work was completed. I was advised to bring it back the next evening. Well what a surprise the car needed a new sensor and would not be here till Monday. So the sensor did arrive and the work was completed regarding the sensor side of things. I was told it was not the sensor after all it was to do with the wiring. Further delay in getting the car back. After doing all the chasing up I was told the work was all done except the Service witch they had no idea about. I was reassured that the work will be done for the next evening only to be disappointed again it was not. Only told when I was 10 minutes away from collecting it. So upon arriving I was seething paid for the wheel alignment and MOT. Took my paper work and left.

I wish Trustpilot would give us the option of choosing a minus score or at least the option go give no star but as they don't then 1 it is. Still not worth 1.
After taking my 10mth old car in again for the UMPTEETH time, they state there is no fault. Ongoing to collect my car and speaking with Nathan to see if the issues were sorted the short answer is NO, I asked him to find Dee who was dealing with this and after 35mins of still waiting I ask the very helpful receptionist (the lady with red coloured hair) if she could go and find her only to be told that she wasn’t in the building. I was given my keys with no information as to what was done on the car only that Dee would give me a call on her return, well either she didn’t return or she just couldn’t be bothered. After no call back within the 5hrs of the service department still being open and nothing the following morning it was time to leave yet another very disappointing review. Jaguar Land Rover Bolton are an absolute joke with the exception of the receptionist. The problems with my car are still there. The try to fob you off with excuse after excuse after excuse.
The courtesy car I was given hadn’t been wash or cleaned and was filthy inside – no water in the wipers and when I tried to fill it the cable to open the bonnet didn’t work.
JLR Bolton is just one joke after another– these people DO NOT care about you once they have got their money.
I have had enough and now going to deal with the MOTOR OMBUDSMAN as JLR can have this faulty car back.
If you value your car, time and money do not take here – you will be wasting all of it.
I have left it a day to leave this review as I was hoping to have heard back from them but hey ho it is a resounding NO.

Avoid at all costs, isn’t even a 1 star but cannot mark zero. Very expensive diagnostic check proved inconclusive according to Vertu. More time required and my car was rebooked in for 2 weeks later due to no earlier availability. Fast forward 2 weeks the car is returned as agreed and agreement reached to leave the car to allow Vertu to resolve issues faced. 1.5 days after dropping the car off I receive a phone call from service to advise they need more time to diagnose (which was know prior) and that this would cost a further 360 pounds, noting I had already paid 210 initially for an incomplete job. So, yes you have understood correctly 570 pounds to simply to diagnose the issues. Not at any stage was I made aware of additional costs to complete diagnostics and Vertu had no reason to hold my car for 1.5 days before communicating further costs for diagnostics. My opinion is that my car was used as leverage to force me to commit to complete the diagnostics. Needless to say my car was collected and I’ve since had it repaired at an independent specialist for a fraction of what Vertu would have no doubt charged. I’m 210 pounds lighter and Vertu didn’t deliver the diagnostic outcome. In summary, a very expensive car wash. Replies from General Manager are generic with little empathy, and the objective being to close the complaint as quickly as possible with no customer satisfaction or conclusion. Direct message questions posed in the complaint have been swerved despite being asked 3 times. Ombudsman complaint underway. You have been warned - stay clear!!!!

Edit post Vertu comment :Regarding the reply from the General Manager. You closed the issue your end without direct answers to my questions being provided. You were not prepared to address the questions on three different requests and as such gave me the ombudsman’s contact details telling me the matter was closed. The message posted implies progression towards the outcome I requested, which is incorrect.

Having brought lots of New and Used cars over the past 35 years our experience with Jacob Fry at Vertu was second to none.

I’m very confident in trusting my initial gut feelings and in Jacob these again was spot on.

Starting from our first initial enquiry he explained everything very thorough and with polite honest enthusiasm, updated when needed and more importantly he delivered, he is a star ⭐

We have a Range Rover Sport that we bought from Vertu Range Rover in Bolton on 14th Feb 2023.

The car has spent more time in their workshop since purchase than on the road. Every time it’s been in, it has been for the same issue, but due to trying to save money on the warranty they have always done the cheapest job possible. This has resulted in the problem recurring several times.

Last night was the worst time as the transmission failed (big bang, then wouldn’t drive) on the motorway. This resulted in my partner having to sit on the motorway last night for nearly 5 hrs waiting g to be recovered in minus 4 degrees. To make this worse he has breathing issues and currently a serious chest infection requiring steroids and anti-biotics.

Today they have collected the key and told us they have no courtesy car available, so having spent so much money on a car, we are no without transport!

I’m sure they will try to do another patch up job as they have done previously so I’m sure we’ll be in a similar position again very soon. If you want my advice, keep your money in your pocket and don’t touch Vertu Range Rover with a barge pole. Their after sales service is the worse we’ve ever received. It’s all about getting your money and having no care afterwards. Please take this advice and don’t be left in the same position we were.

Unfortunately the level of customer service provided is sub standard, initially all over you Like a rash, once the deal is done, couldn’t care less. Bought a vehicle, had it back to them with numerous faults, had list of problems which was covered by warranty, after 3 weeks finally got the car back, told all done, only to check under myself and discover all work required hadn’t been done. Back again expecting car back same day but left without vehicle for a week, no communication from service, past from one person to another, pathetic customer service. Sold vehicle which had already had an engine replacement and not informed when purchasing, vehicle still faulty and don’t feel comfortable taking it back as no confidence it will be repaired correctly.

Recently purchased a car through Vertu in Bolton and was very impressed with the service I received. In particular, a massive thank you to sales executive Jake Fry who was professional, courteous and personable throughout the appointment….a credit to the dealership

First and last time I’ll ever step foot in this place!
Car went in for a recall and turned out it needed a major repair, all seemed to be going well, good communication even though it took a while to actually get in.
That’s about it with the good points, my wife picked the car up and noticed an error code, pointed it out and was told it was there before being brought in, she advised that it certainly wasn’t but the lady wouldn’t except it, my wife just left and told them I would be in touch.
I contacted them several times and was told a message would be passed to the relevant person (Jenny) who never once phoned back until I insisted on speaking to the customer services manager.
When I explained that the protocol when finding a fault before work has started would be to contact the customer beforehand to save any confusion and the fault certainly wasn’t there prior, I was told they can sort it for £1500, I’ve since insisted on speaking to the customer services manager twice and two months later still not received that call.
Jenny your customer service skills are far from professional, I didn’t get annoyed or loader and loader I simply tied to explain.

I recently had the steering bolt recall addressed for my Evoque at the Bolton branch, and I couldn’t be happier with the service I received. When I called to book in, they scheduled me with a courtesy car without any hassle.

A few days before my appointment, I got a call asking if I could come in a bit earlier to streamline the process, which I appreciated. Upon arrival, I felt warmly welcomed, was directed to the service department, and was greeted by Alia, who was fantastic and made everything easy.

In less than 30 minutes, I was on my way with the courtesy car. Later, I received a detailed safety walk-around video of my Evoque, which highlighted only the essentials. No unnecessary upsells, just honest feedback on what I already knew needed attention.

Before dinner, they gave me a courtesy call to confirm my car would be ready by day’s end—such efficient communication! I honestly can’t fault this branch at all. Even with an older model, they treated me like a valued customer, just as if I’d bought a brand-new vehicle.

My only “complaint” is that I enjoyed the courtesy car so much, I’m now eyeing it as my next upgrade. Highly recommend this Bolton branch for anyone needing service!