Vertu Motors - Land Rover Chesterfield Reviews 

Awful treatment and customer service then blames everyone else apart from the company itself. All style over substance.

In November 2024 I was in Vertu Motors in Chesterfield having my wife’s car serviced. I made a discreet enquire about maybe buying a new Range Rover Sport, this is when I first met James Coombs.

I highlighted what I was looking for and James listened intently, before providing me with refreshing advice. He understood my needs and reasoning for my next purchase and this is when James came into his own.

I was motivated to buy a new car but wasn’t sure when within the next six months. James followed up without any pressure and when the time came he executed my order with perfection.

I have been buying cars for 30 years and I can honestly say I have never experienced a service so professional. I’d like to take this opportunity to thank James and I can confirm I’ll be back 100%.

Bought a used vehicle that turned out to be far from roadworthy. Within a week the engine management light came on—fixed eventually, but only after delays and poor communication. When Jaguar Assist came out, the technician was visibly horrified by the unsafe condition of the front wheels and brake discs—components that should never have passed inspection, let alone been sold. I later learned from another Land Rover dealer that several parts, including the wheels, brake discs, and cooler, were in poor condition.

Despite numerous attempts to contact the dealership, I was ignored for nearly four weeks before being dismissed with, “what do you expect with a used car?” That level of customer care is unacceptable—and so is selling cars that aren’t roadworthy.

The car should never have been allowed to leave the forecourt. Absolutely shocking standards. I would strongly advise against buying anything from this dealership.

Myself and my wife bought 2 vehicles from this dealership within days of each other and the customer service given from Mike Rawlings was second to none, a true professional.
Everything was well handled to a point he even found me a vehicle that matched my expectation, colour and everything to the very last detail, and also Mike, unlike other car sales executives is not afraid to return your calls.
The Customer Experience was faultless.

I feel obligated to share my experience with Vertu Chesterfield Land Rover to warn others before they make the same mistake I did.

Seven weeks ago, I purchased a Jaguar I-PACE. Here's what followed:

1️⃣ Before I could even drive it off the lot, they discovered a "simple fault" that would be "easy to fix." 5 WEEKS later, was still not resolved.

2️⃣ I clearly cancelled my PCP financing within 3 days, choosing to pay cash instead. They did not inform me that the cash had not been returned, which led to double payments

3️⃣ Between my trade-in, cash payment, and unauthorized charge, I overpaid for a car I NEVER received.

4️⃣ I purchased specifically for the extended range I need for work. For 5 weeks, I've had to use my unsuitable trade-in, adding TWO HOURS to my daily commute.

5️⃣ When the car was FINALLY ready, they refused compensation because my trade-in had "depreciated" during the wait. Yes, THEY delayed for 5 weeks, forcing me to use my car, and then blamed ME for the depreciation!

6️⃣ Their generous offer? £400 credit toward my next service - for an electric vehicle that barely needs servicing and at a dealership I'll never return to.

I've now cancelled my order but am STILL fighting to get all my money back, the deposit is still outstanding! The ownership document they erroneously sent me (for a car I never fully paid for) has been returned, yet I'm still waiting for my full refund.

I chose a premium brand expecting premium service. Instead, I got seven weeks of excuses, unauthorized charges, and zero accountability.

If you're considering a Jaguar Land Rover purchase, especially from Chesterfield, please learn from my mistake.

Sold me a car for £43k that has had constant issues. They are completely disinterested. I've told them I will be launching a claim and they have told me to go ahead. All they care about is the initial sale.

In response to Mr Cubitt comments.
In my converstion with your service manager today, I explained to him a number of things that I was not happy about.
When we bought the car, we made it clear that the car was for my wife and kids and for her journeys to school and nursery. A few months later, following various issues, including a £1000 service bill, a break down visit and a £4000 DPF bill we were told by Vertu, that unless the car is driven on long journeys it is likely to experience major problems with the DPF. Therefore, I consider this an example of being miss sold a product by you.
I also explained that since we have had the car, the engine light has been on circa 80-90% of the time. This causes concern for my wife every time she gets into the car with the children. The car was in with you last week for ANOTHER repair… as I write this the engine light is ON AGAIN.

Your summation of this conversation as “we understand your main concern relate to vehicles DPF system” highlights your inability to liaise properly with your staff and a complete lack of understanding of the customers concerns.
You comment about regretting not receiving concerns directly is a little offensive actually, my wife and I have made numerous calls and I have email correspondence direct with your companies senior management team dating back to early last year.
It is abundantly clear that you simply do not care about the anguish, anxiety and stress you have caused us.
We reserve all rights in this matter.

I want to take a moment to reflect on my recent experience, which has certainly been a journey filled with ups and downs. In my previous reviews, I expressed my frustration regarding some challenges I faced, and I believe it’s essential to be transparent about those feelings. However, I am happy to report that the issues have now been addressed satisfactorily.

I experienced disappointment when I was informed to return my car due to the unavailability of a fix from the manufacturer, JLR. This was certainly not the resolution I had hoped for, and it left me feeling quite let down. Yet, amidst this setback, I found a silver lining in the support I received from the team at Vertu. I would like to extend my heartfelt thanks to James Cubitt and David Beardsall, who worked diligently to resolve the issue and facilitated the refund process. Their commitment to customer service truly made a difference.

Furthermore, I want to highlight Anthony Rashad’s efforts in arranging a quick delivery of a replacement car. His proactive approach and willingness to help ensured that I wouldn’t be left without a vehicle during this transition. The provision of a loan car until my new vehicle arrives in early April 2025 has been incredibly helpful, alleviating some of the stress associated with the situation.

While I have posted negative reviews in the past, which were warranted at the time, I believe it’s equally important to recognize and celebrate positive experiences. When individuals go above and beyond to assist, it deserves acknowledgment. I appreciate the efforts of the team at Vertu for turning a challenging situation into a more manageable one, and I am hopeful that my future experiences will continue to reflect this level of service. Thank you all for your dedication and support.

All goes well until you decide to return the vehicle under their 14 day return policy with concerns about transmission noise. Made to feel like a leper, zero contact and waited nearly 2 weeks for refund.

Virtu motors Chesterfield are absolutely dreadful. I purchased a Range Rover from them on 13th February 2025 and I can honestly say it’s the worst experience I’ve ever had in all my 40 years of driving and buying cars. They misinformed me regarding the yearly road tax, they told me it was £190 when in fact it is £600, which they eventually agreed to pay the difference. The sales woman Danielle, told me the vehicle had only a few weeks MOT left to run when in fact it has 12 months MOT on it; the car was actually MOT’d at Virtu Chesterfield on the day I collected it from the dealership and the sales woman didn’t even know this?!
They owe me £1700 in cash back to be paid into my bank account within 3 to 4 days I was told by Danielle, so by the 17th February the money should be in my account and it isn’t; the 19th February I spoke with a chap called Ryan who promised me that by the close of the day (19th) the money would be definitely in my bank account, guess what? The money still isn’t in my bank account!
The car apparently was checked out by their machines before my collection, I got the vehicle home and noticed the tyre pressures on all four wheels looked low, the dust caps were on tight (and clearly hadn’t been touched in a long time) I had to use a bit of force to get them off, the pressure on all four tyres was around five PSI under pressure!
The fight for my £1700 continues!
My advice is do not buy anything from Virtu Land Rover Motors Chesterfield!
Cowboy rip off’s!
Latest update 10th March, no phone calls to check if I’m happy with the car. I’ve only had the car 4 weeks and now the battery isn’t holding charge, more problems and inconvenience, I wish I’d never gone to this dealership or bought this car, more problems than it’s worth, the after sales service is dreadful as is the whole experience of buying from Virtu.

Update 24/03/25, the vehicle is now experiencing multiple electrical issues, I took it in for electrical checks, during this time I was told that the brake fluid was low and had moisture in it, the service department woman told me they had failed to see this when they had serviced the car a few weeks previously before I bought it, she agreed to get this work done, a few days later the service department manager rang me and told me that the car hadn’t been serviced this year and that none of the staff had told me it had. I ended up having a heated conversation, where he eventually agreed to do the work. I checked online on the cars service history and the car had been serviced on 29/01/25 at that dealership, so they are prepared to lie to you to try and cover their own backsides! Even the saleswoman told me that they had served the car, so the service department manager definitely lies! Do not buy from this dealership!
Ian Day.

Went In on Friday 13th December really looked after by the lovely Suzanne really went out her way to make you comfortable also had a really good winter inspection on car

I purchased a Discovery from this branch two years ago, and unfortunately, my experience has been far from satisfactory. The first issue I encountered was significant delays in my delivery slot. Every time I contacted the branch, I was told that the vehicle was undergoing checks and waiting for parts, with assurances that it would be delivered as soon as possible. Ultimately, I learned that the "part" they were waiting for was actually the entire engine. This delay resulted in an additional few weeks of waiting for the new engine to be fitted. By the time I was informed of this, the vehicle had already been paid for. Had I been made aware of the situation prior to payment, I would have likely chosen a different vehicle.

When the vehicle was finally delivered, I noticed the emergency release cable was hanging loosely underneath the engine, and the engine light was illuminated. Additionally, the delivery driver mentioned that he had to pay for fuel out of his own pocket as the branch had not filled the tank sufficiently. A few months later, the branch addressed the engine light and repaired the cable. However, shortly after that, I experienced a water leak from the window sill, which resulted in the flooding of the entire interior, including the seats and panels. Fortunately, Land Rover took responsibility for the issue and repaired the damage, as they acknowledged that this problem affected certain models.

In addition, I purchased a 3-year extended warranty and cosmetic insurance with the vehicle, as was communicated to me at the time of sale. However, I have recently discovered that the extended warranty is only for two years, not three as I was originally led to believe.

Overall, my experience with both the vehicle and this branch has been disappointing. My advice to future customers is to thoroughly review all details of the purchase and ensure that every agreement is documented in writing via email. I regret that I did not take these precautions.

My overall experience at vertu Chesterfield has been terrible. The dealership is so poor. I have written a very honest review in the past and had the usual response to the review from management saying someone would contact me immediately....which never happened. Honestly, if you want to buy a land rover use a different garage. Sales person (David Wood) made an error when filling in a basic form on the DVLA website meaning I didn't get a correct log book for 6 weeks,meaning my private reg couldn't go on the car. Car was handed over to me with engine management light on and no driver window controls working (collected car in early September...finally had both fixed at end of November). Took car to be diagnosed, which it was, then took back for work to be done to be told parts weren't there, it's a 50 mile round trip from my home. To compensate the wasted trip they said someone would collect car from my home and fill it with fuel and valet the car. Car was collect but returned with 30 miles range left to empty and hadn't been cleaned. Let's be honest here, the cars are high end and the dealership itself looks very impressive but the staff and management are so poor, unorganised and just plain incompetent. I fully expect the usual reply from management to this review too but don't be fooled.

Arranged through two ‘salesmen’, one of whom was the manager to test drive two nearly new Evoques. Travelled 30 miles, upon arrival the manager despatched another ‘salesman’ who had no knowledge of previous conversations and told us both cars were out on loan and ‘may’ be back at 6.00pm. Needless to say we left. It’s meant to be a premium brand but the ‘service’ was appalling. No follow up phone call to apologise or rearrange. They really couldn’t care less and we certainly won’t be buying anything from here.

Post review response was auto generated and I won’t be wasting time getting into a dialogue. The review was clear and you lost a sale. Simple as that.

Good Dealer offering great deals. Sorted the only problem I had with the new car

We’ve just bought a Range Rover Velar from Vertu Chesterfield. We have nothing but praise for the service we received from Mike Rawlin and his colleagues. Nothing was too much trouble for Mike and the whole experience was an extremely pleasant one. Can totally recommend Vertu Sales Dept.

I wrote a review on Vertu Chesterfield in September. Inevitably, it received a response from Vertu keen to make contact.
Equally inevitably, the contact was from the central handling in Gateshead. I was offered the opportunity to discuss the issue further with a local manager. As I could see little benefit to me (as a customer) in discussing a problem 'after the event', I found it easy to refuse the opportunity.
No apology and no interest in the details so that Vertu might address their internal procedures/training etc. This seems rather indicative of the problem.
But I am now the happy owner of a new vehicle, having found an extremely helpful dealership.
And Vertu, if you do read this, please don't contact me again- the moment has passed.

BUYER BEWARE!

I leased a 2024 Defender 130x from your Chesterfield, MO dealership a week ago and am VERY unhappy.

We were misled to believe it could handle serious off-roading. We had multiple conversations about what we wanted to do with us and were assured it was the vehicle for the job. Not ONCE were we told that the V8 is the only one that can do that.

Within 5 days of acquiring the vehicle, we attempted to take it off-road (and by off-road, I mean an EASY-rated trail). This should have been a piece of cake. It was not. Twice it almost had to be towed out by a Jeep because it was sliding backward on a very minimal, dirt road.

On top of that, the items we comprised for the ability to have a rugged vehicle are a disgrace to automobile manufacturers. The app keeps glitching, so remote start works…sometimes. The interface struggles, freezes and goes blank. It keeps switching driver profiles. The USB cover barely stays attached to the car and rattles loose on bumps or when you unplug the cable. CarPlay can’t seem to switch back and forth with your UI, so when I listen to or send a text, I can never get back to my music and have to restart. The interface glitches on me DAILY - freezing when I am trying to use navigation, CarPlay, and cameras.

We went back to the dealership on Monday. And were persona non grata. I wrote a glowing Google review of your dealership the night I got my new vehicle, impressed by the level of care and attention (I have since removed it and am holding off on revising it and posting other reviews until I see how this issue is handled). Apparently, that goes right out the window after you complete a transaction.

After 45 minutes of waiting for the manager, another sales associate said “Yeah, these things can’t wheel…you want the Defender of the 90s”… Yet again, we were misled about what this is capable of.

Ryan said he would email options to deal with this. He didn’t.

The owner, Jordan Aron, was even less helpful - offering to buy back the car (again, ONE WEEK LATER) at a loss to me of $17k, offering me $95k which is less than KBB trade-in, and still requiring I pay tax, title and registration for a total loss of $22,544.

So, now I have an expensive vehicle that was grossly misrepresented and I am beyond unhappy.
When I posted my experience on Facebook, they blocked me.

The car looks great, that's about it.

Is this who you want to do business with???

After sales service is shocking. To book in a simple repair you get passed around every department with promises of a return call to no avail. Emails go unanswered and quotes for work misplaced. It’s been six weeks of back and forth with the dealership and still no sign of the work being booked in!

A continuation of the saga ( see earlier review). REFUSING to fix my landrover under its warranty. Dishonest and some really underhanded excuses including changing warranty policies never seen or heard of.
Now having to repair at another garage, engineers report and then the courts for these cowboys.
Steer well clear unless you want distress. They can’t do enough when you are buying a vehicle, promise you many things including peace of mind - a VERY different story once you have parted with your money.
Do not be fooled by the response below. They have NOT spoken to me about resolving this matter.

Update 17th April about two weeks have passed and still not resolved and NO CONTACT from Vertu motors and James Cubbitt.