Vertu Motors - Land Rover Exeter Reviews 

Absolutely awful experience.

I bought a Land Rover Discovery at the end of Jan this year, and for almost a third of that time my car has been in Vertu Land Rover for a variety of issues. This has caused so much stress and upset and now expense through the solicitor; as a Nurse, a Mum of four and one of my children undergoing treatment for an aggressive disease I really do need my car to be reliable and present which I have reminded the dealership on many occasions.

The first few issues the communication wasn't too bad, asides from the dpf filter issues when LandRover UK told me I was going to have to pay for a repair as it wasn't covered by warranty. When I objected to this Vertu Exeter said it was miraculously fine and didn't need replacing as LandRover Assist had said. Most recently they've had my car for 4 weeks. The car has been confirmed (by a repair centre I instructed) to have sustained accident damage prior to my ownership which has had a knock on effect with a number of issues with the car; suddenly it all made sense. I then took it into Vertu for them to give their point of view on the car, to which they detail the faults (eventually after four weeks) but it's supposedly not due to accident damage. When I did eventually get some communication from them, it was via text, no phone calls or details of their findings, just a text saying to collect my car. I've asked for a manager to call back to discuss - no luck with this still.

I'm now having to work with the finance company so we can look at the options as I no longer feel safe putting my children in the back of this car. I made it clear to them I have a poorly child that is undergoing treatment at Great Ormond Street regularly and the importance of a reliable vehicle; from speaking to others generally and in the dealership on the countless times I've been waiting there, that if you want reliability, go elsewhere! I'd had my previous discovery for many years, the new ones aren't even comparable unfortunately. Be prepared you likely experience glitchy software, dpf issues and endless faults; but you won't be able to get the car seen for weeks as the dealership are already inundated.

We were mis-sold from the start, which was appalling as we just wanted a safe and reliable vehicle for our family and our countless trips to the hospital.

Very impressed and grateful. Lead time on my repair was initially 1.5 weeks but I called and explained I live very far away and if they could do it in the day it would be HUGELY appreciated. They made it happen - thank you!

My second vehicle purchased from Vertu Land Rover in Exeter, a great customer experience, knowledgeable sales team and real 5* personal service
Special mention to Gray, great communications and definitely went the extra mile to make sure my new car was perfect for me collecting. Top effort 👌

Bought a car in July 2024, in the first 4 months it was back in the workshop for 10weeks . Then the car was back and forward for months after with different problems ,yes we were given a curtesy car but it was always being changed , with a different excuse every time.
The only people to help us with all of this was Tony and Sonia. It was as if once they sold the car they didn’t care anymore.
As for one of the service receptionist Paige, she is the rudest receptionist I have ever encountered. She is definitely not right for that job.

I gave an enquiry by phone to Vertu land rover exeter,
for a defender 110phev so far nobody has even bother to email me confirming my enquiry and who was dealing with this.VERY POOR
I also put an enquiry through Carwow for a new vehicle,
Within 2 days Exeter came back with an offer on a vehicle so I rang Carwow who put me through to Vertu head offfice who confirmed the car was in INSTOCK, the colour and where the car was in the group.
I expressed my concern about the lack of service at Exeter which he said he would pass on and get somebody from Exeter to ring me back.
6 hours later I get a call not from Exeter but from Nelson Lancs. The details he had been given now suddenly changed to me wanting a diesel not a Phev ,
after putting him straight on my request he promptly checked the group stock lists and the vehicle which head office said was in stock in an SE model in Carpathian grey did not exist.
After further discussions I was told he would look into this and call me again , the next day I had a video to say he was still working on it and would definitely ring me the day after .I’m still waiting!!!
So far the service I have had for a company meant to be selling a prestige product has been pretty second rate why Landrover gave them the franchise has to be questioned.
I am obviously going to have to find my car from a Landrover dealership who have more integrity and better communication skills and a management that better understands selling high priced cars

Just a really poor customer service general.
No care whatsoever,and rude staff!

It was a pleasure to deal with John Ashman when purchasing my Range Rover Evoque.
His manner was friendly and extremely professional, he took plenty of time to explain everything and answer any queries I had.
Has to be one of the best experiences I have had when buying a new car.
Thank you.

Land Rover!

After sales Rubbish unreliable for services times.
Wait wait wait when you need a collect kids from school when you have already informed them of this before hand.

Terrible service. Went in for a new key back in sept 2023 and since then our car has been back and forth repeatedly for things that have supposedly been fixed but then they haven’t. Our car was damaged in their possession, so they took it to be fixed at their “smart” repair centre but they sprayed it the wrong colour so it had to go back in 3 times in total for that to be corrected. They didn’t put the bonnet back on property so one day when we were driving on the motorway with our children in the car, the bonnet started flapping open, we pulled over on the hard shoulder and the bonnet would not close properly because they hadn’t aligned the latch correctly. We had to drive with the bonnet loose back to the garage to get them to have a look, they blamed it on the engineers in the smart repair centre. Our apple car play doesn’t work and after 3 times in the garage they have finally replaced usb ports, but it still doesn’t work properly. They told us to try an official apple usb lead, we have tried that but it still doesn’t work. Service light still on after we had a service and then we were told that we have to pay a diagnostic fee of £200 to find out why. Various other issues, too many to mention. They have had our car for 6 weeks or more if you added all the days up but they can’t find all of our appointments in their records and they “appreciate that” but that’s all they can see.

We dealt with Ruby, Beth and Paige. I have been told by Paige that Ruby is new and that’s why she isn’t very efficient. I have no comment on Beth except that she has had dealings with our car so therefore has to be mentioned. Paige is rude and abrupt and what pushed me to write this review after everything, was that Paige asked us to drop off their courtesy car this morn at 8am and when we got there to drop it off no-one would help us or even talk to us. Eventually we gave the keys to a lady who’s name I don’t know because we had an appointment so we had to dash off to that on foot because we had no car and when we came back to collect our car I mentioned the trouble we had this morning to Paige and she shrugged and walked away rolling her eyes at me. This is how she had been with us and I have heard the way she talks to other customers on the phone. Her customer service is lacking to say the least.

No-one apologises they all just blame each other. Tony the manager is helpful if you can get hold of him. But make sure you get everything in writing an email because they don’t seem to communicate with each other in there.

my car was booked in for three faults to be looked at, only one was looked at in 2 days of it being sat there, and they couldn't find nothing wrong with this fault, I refused to leave the car there any longer and now have to wait another month for the car to eb looked at, this will be the last time I purchased a vehicle from them appalling customer service not like it used to be, stop chasing the money and look after your customers that have already purchased from you.

Nick Lowthian

Awful service. Had an issue with the seat belts on a newly bought Used Car from Vertu. I've had to chase them many times about the issue and every time I get given a "I'm so sorry, this isn't good enough, I'll chase this for you now" but they never do and they never contact me back. I'm still chasing them now. Awful customer service.

Had my Range Rover in for its annual service, just oil and filter this time, and one other item renewed.
All dealt with professionally by Dan in the service department, excellent!

I felt I had to write this review to warn others. I was treated very special when I paid £65,000 for my Jaguar but sadly that service soon ended!
My electric car developed a fault in September 2023 and to date it has not been repaired. There has been so many 'reasons' why they are unable to put the car right from only having one technician who can repair electric vehicles to simply not being able to get the parts. I was told on the 8th January and again on 16th January that the parts are in but received a call on 20th January to say they are not in.
I see Robert Forrester posted a £31.5m profit in the first half of 2023 but the majority of 5 star reviews are from car sales only to be let down by appalling after sales (mainly 1 star!)
In 40 years of driving I have never spent so much money on a car and never had such poor service.

Absolutely appalling service from Jaguar Land Rover Exeter. Dropped my car off at 9:00 for a services - was told by services advisor that it would be 2.5 hours as I was waiting. Got a video message which I could not open due to poor reception - I called the service advisor - to be told back brake pads needed replacing @ 12: noon. Chased again at 3:pm - told it would be another hour as they didn't have the parts. after 1 hour 45 mins I chased again - finally got my car at 5:00pm. At no point did my so called Service advisor contact me through out the day to update.
Got home to discover that my car had been damaged. First call in the next morning i asked for the services manager to call me. 2pm and still waiting for a call back.

Really poor customer care on Aftersales, was told to ring Taunton Landrover or Roger Young as they can’t vary out repair, also when enquired about trading my vehicle in for a replacement I was told they are not trading back any vehicle, good way to sell for another Landrover dealer I suppose.

If I could give this company zero stars I would. I have been without my vehicle for six and a half weeks when I expected it to be in for two or three days. I explained I am a carer looking after a 100 year old Burma Star veteran and my husband with heart disease. Both needing frequent hospital appointments. Nothing done to get me a courtesy car and was promised a loan car but still nothing has appeared. Shocking customer service, very poor communication and seemingly incompetent all round. Tread with extreme caution if you are dealing with this company better still, avoid it if you can.
Update:
Over 8 weeks now but a hire car has finally arrived for which we are very grateful. It’s a shame it took this review to get any action.
Despite what Mr Bessant has said in his comment we have heard of two other customers who have had their cars in the garage for extremely extended periods. It does seem to be the general consensus amongst friends and acquaintances that parts are not getting through to this garage.

Absolutely disgusted with the service I’ve received from Vertu.
When it was Matford it was spot on. I’ve bought over 15 landrovers when it was Matford.
Roger young it is then.

Worst customer service I have ever experienced. Save your money and spend it elsewhere, I absolutely assure you this advice will save you a lot of hassle. My issues with JLR took months and months to resolve. Virtue were horrific to deal with, about as unhelpful as you could possibly imagine. I will never ever buy a car from them again and their service has seriously put me off JLR. Shocking.

The worst JLR dealer in the network. Previously being a regional finance manager for JLR I can categorically say the level of customer service from this site is poor. The greeting is abrupt from the reception and the service department are a real shambles - the communication between the dealer and customer is farcical and the young ladies in the service team just don’t seem to care about customer service. My advice to all is to head down to Roger Young in Plymouth.

My car was sent to Vertu motors Exeter, from a accident repair shop because it developed a immobiliser fault, after 10 days it was released as fixed and within 24 hours the fault returned. The vehicle was taken back to the dealers for repair and just over a week later it was returned working, however it was returned with the rear wash/wipe not working and the front windscreen washers not working. As for customer services (do they exist here ?) all my phone calls were either not picked up or they were transferred to the repair shop which rang a couple of times then went dead. I have owned many Jaguars over the 50+ years I have been driving and would I buy another ? No chance FOLLOW UP:
Having emailed the below gentleman (as instructed) with my contact details and having received an out of office automatic reply he would be back on mon 21 aug. Since then I can say that customer service has excelled itself (NOT), as of Thursday 24th I have not heard from him either by phone or email to say that I am disappointed is an understatement!!
Further update:
I was initially told the issue with my jag was a junction box but after having a diagnostic there was also a faulty auxiliary box and I was given an written estimate of £4500 (an eye watered mark up from manufacturing costs) and that the job would take around an hour to complete, with vat etc this came to a total cost not far off £5k. I received a phone call from JLR on 01/09/2023 and was given a repair slot for 0815 hrs on the 07/09/2023 which was confirmed by email the next day. I duly got up extra early (as it can take up to an hour to get to JLR from home) to get to my appointment on time and on arrival was booked in by a receptionist and guiding to a waiting room to have a coffee while the repairs were carried out. After an hour the receptionist returned and told me that one of the parts had not arrived and that it will be rebooked when the item arrived, she also told me that it would not take an hour to complete but rather it would take one or two days ???? So that would be around another £1000 added to the estimate.So not only has my morning been wasted, I made a journey that was not needed, I had an early start and the add on disruption to the routine of my client on that day and extra costs to the original estimate . Foolishly I expected better from JLR. I felt let down that a receptionist was left to give me the news when a more senior member of the team should have addressed me and also ask myself if JLR has quality assurance systems and if they do then why are they not followed/not being adhered too. The last Quality Assurance audit would make interesting reading.
To date there has been no offers of recompense from management nor real contact with them, so I am now having to research other avenues and won’t be adding anymore updates on trust pilot. These will now be restricted to UK Jaguar forums and my blog. The only positive comment I can make is for the lady receptionist who was very polite, showed empathy and very professional in her attitude in dealing with me so 5 stars for her .