Vertu Motors - Land Rover Nelson Reviews 

Perfect service from start to finish and I love my car

Just bought my sixth vehicle from this dealership and it was the best experience yet. All the sales staff were very friendly and in no way pushy. Julian in particular was extremely courteous yet relaxed and informative at every step. There was no pressure whatsoever and everything was done in an open and honest fashion. Time was never an issue and all the staff made a real positive effort at building a rapport and making the customer feel valued. It was refreshing to have management interact too, not hiding in their office.

Unfortunately the handover experience was not the best as the car had not been cleaned properly, it had scratches and many marks which was not great for a brand new car.

Attention to detail was poor from Vertu making the handover experience feel less
than exciting

Absolutely disgusting customer service from Land Rover Nelson. My car went in for a service for two days, all windows working fine when dropped off. While there, the rear passenger window mechanism broke. I declined their expensive repair quote (it would have been the 4th replacement!), but when I collected the car in torrential rain with my 3 young children, the window was fully down and nothing had been done to make it safe.

I was then expected to drive away on the motorway with a wide-open window, my kids getting wet, and a dangerous black bin bag stuck on a wet car with cello tape barely covering it after I had to basically beg them for help. It was terrifying, noisy, and unsafe – I genuinely feared the bag flying off and causing a serious accident.

When I complained, I was told it was my own fault for refusing their repair, rather than anyone acknowledging their complete lack of communication, care, or responsibility. No apology at all.

After spending over £1,600 on this service alone (and a fortune over the years), I expected far better. I will never return, and I urge others to think twice before trusting Land Rover Nelson with their car or their family’s safety.

Great experience. The salesperson, Harry, was first class and a real ambassador for the company. Highly recommend.

I recently had my 2024 Range Rover Vogue Autobiography in at Land Rover Vertu Nelson for a steering issue, and while the staff have been polite, the overall experience has been extremely disappointing.

The car was brought in due to a rattling noise from the steering wheel. Although the front arms were replaced under warranty, and I paid for a full service, I was later informed that the actual issue lies with the steering rack, which now requires a full strip-down and 5–7 days in the workshop.

Unfortunately, since collecting the vehicle, the rattling is worse than before, especially in off-road modes making the driving experience quite poor for a vehicle of this standard.

To make matters worse, the car was returned to me with a chip on the bonnet, and a scuff on the front trim that were not present when I handed the vehicle in. I was told this would be looked at when the car comes back in for the rack repair.

I was also advised I’d be given a courtesy vehicle for the duration of the repair only to be told by Land Rover Assist that no such vehicle would be provided, leaving me without any transport solution.

Sadly, this is not the first issue. From the day I collected the car from the showroom in Sidcup brand new, there was a headlamp fault, followed by a central locking failure a few months later both requiring Land Rover Assist to intervene.

Considering the price point and premium branding, the repeated faults, lack of communication, and inconsistent support have been very disappointing. Based on this experience, I would have to consider buying another Land Rover again.

I had a £1700 service done on Range Rover sport

I got call from someone with a bad tone from the start of call demanding £34.99 outstanding payment
I told her I paid the invoice in full on collection of the car
I said I will re check the invoice and get back to her next day
She rudely said I have to pay it today
I told her to I need to check if the job was done with the invoice

If she was not so rude I would have paid it without checking

I think i had overpaid for the service in the first place to be honest

Dropped car in at 9.30am for a full day got a phone call at 16.15 saying they need more time and can I leave it with them over the weekend, the really meant until monday as the dont have any technician in over the weekend. As I work this wasn't really possible, anyway got an update of my car having a coolant leak and would be unsafe to drive, I knew this wasn't the issue as I had already had it on a diagnostic with a mechanic before I took it to these incompetent cowboys, it was a dpf problem so after explaining this and being put on hold for 15 mins ( this is the time it probably took them to make up this coincidental excuse ) oh I'm very sorry we have 2 customers in with the same surname and over given you an update on the wrong vehicle, how convenient, I actually felt embarrassed for the poor girl having to relay this nonsense to me, as if I hadn't of known the fault with my car I would have believed this and they wouldn't have questioned anything ! So any way I agreed to rebook my car in as they now say they need the xmcar for a couple of days as they have had to get technical support from jaguar landrover! Basically what's happened is they've had my car all day and not even had it in the workshop and are now just making lies up, and insulting my intelligence , so now it's 16.56 pm and I've arranged to pick my vehicle up and at no point was I advised that if they close at 18.30, when I arrived via taxi at 18.35 the place was closed and I obviously couldn't get my vehicle, now at no point from 17.00 to 18.00 did I recieve a call off anyone to make me aware that iff I got there after 18.30 they would be closed, ..... avoid at all costs, wish I had read these reviews before I ever gave these clowns my custom.... only custom they will get from me now is as and when any recalls arise and then I think I will avoid nelson !!!

Shocking Service from start to finish today. Took my car in for two recalls and and also my MOT so it could be completed together. Got a call to tell me if I didn't get new tyres with them and have a full inspection and diagnostics test that they would fail my MOT. I told them not to do the MOT and was told by Jade that if I cancelled (when they hadn't started) that they would fail my MOT and my insurance. After finally cancelling, I was told the battery part for my recall wasn't in and they would have to rebook me in!! coincidental that isn't it! Even after I was told it was ordered in January on priority for me and that was more than enough time. Shocking from start to finish. Don't waste your time. £100 later for some cheap wipers and a mini clean... thanks for nothing!

Be very careful when purchasing a service plan from this lot. I bought a Range Rover from the Nelson branch in Jan 23. They sold me a service plan. I naturally assumed as they had the full service history of the car they would know exactly what would need to be done at the next service. Come Dec 24 I took the car in for it's service. The service plan did not even cover the basics like fuel filter, air filter and pollen filter. I nolonger trust anything Vertu say and will never use them again as there are plenty of other main dealers out there.
UPDATE:
It is March 30 2025. No one from Vertu has made any attempt to contact me. Their reply to this review appears completely disingenuous.

1 star is too much in my opinion.
You’re better off at Ribblesdale Land Rover Settle in all honesty!
The after-sales service at Vertu Land Rover Nelson is shockingly bad - they are literally only after new business and anything else, they clearly don’t care about, evidently others feel the same way from other reviews I have been reading! Unless you tick the box to say you’re looking to upgrade your car in the next 6 months, they just don’t bother with you, yet they’re happy to ask you to give them full points on the email surveys they send out as it affects them and probably their bonuses directly!
I’ve now been waiting well over 2 weeks for a quote for some new brakes, and nobody has bothered returning my calls, this is a regular occurrence at this garage, why should I constantly have to chase people for things they say they will do? That’s when you can actually get through to the garage itself and not the office in the North East, which is a whole other struggle. My car went in for a service recently, and I couldn’t get an answer out of anyone as to when my car would be ready for collection, as they were ‘short-staffed’ - upon collection, my brother (who had to go collect it for me after it wasn’t ready at 3pm like they advised it would be), waited nearly an hour for someone to materialise with some keys for the car and completely ruined his plans for after work with zero apologies for the delay, even though he was doing me a favour, this is after the overwhelmed member of staff was sat there in tears whilst her colleagues sat around not helping her, as I believe the DP wasn’t in that afternoon, a sorry situation.
Many people warned me about the rubbish after-sales service at Nelson, but I thought I would give them the benefit of the doubt, only to be left disappointed too!
Ribblesdale Land Rover at Settle came very highly recommended by other disappointed Vertu Land Rover Nelson customers however, and I can honestly say that the service I have received from Settle has been second to none. Frustrating when Settle is 30 mins drive from me and Vertu Nelson is on the same road I work on - a lesson learned I guess!

i’m upgrading to 2 star only on the basis, the employees i dealt with were quite personable. However, another demonstrating utter incompetence. I booked my car in a week ago with them and explained i’ll be on holiday in the area and i live very remotely, which is why i’m booking it in with them. Simply needed a tyre valve replacement for one of the tyres. Roadside assistance established this as communicated to them. Due to take in this morning, yesterday afternoon i called to check the part was in stock. the lady said she’d call through and call back if it wasn’t. (she didn’t call back) obviously i didn’t want to arrive having spent over an hour to get them to be told it wasn’t in stock. Out of paranoia and unfortunately repeated bad experiences with land rover i double checked this morning. It wasn’t in stock and had been ordered yesterday. obviously my call prompted them to order it, and it was never going to turn up in time. They had a week to order it, why I have to show due diligence and effectively coach them to do their jobs for them is beyond me. i’d already emphasised it had already been established that it needed a valve and didn’t want to spend half a day of my holiday being told the same thing twice. So i’m still rocking around with a flat spare. I’ll never buy another a land rover (not the first time this has been said by a customer)

Vertu Nelson . If you value your money , sanity and time . Avoid this dealership.
I’ve bought new and used cars from here. My latest experience has been horrendous, I had my used velar for 11 months when the engine blew up , 4 months later and a serious amount of stress and upset I fought to get it replaced, even with a warranty, be aware they are not selling genuine Land Rover warranties either .the level of customer service is beyond a joke . Basically go elsewhere .or buy a different make . You have been warned .

My car has been with Vertu for over 3 weeks and has not even made it to the repair stage. I waited 6 weeks for an appointment after an engine management fault.
They ran two diagnostic tests and discovered the timing cover was damaged. My car has only done 24000 miles and is just out of warranty. Vertu’s priority was who would be paying the bill and they ensured Land-rover would cover this as an act of goodwill.
So my car was booked in on the 5th July and still not fixed. The first excuses were they were waiting for the parts to be delivered. 2 weeks later the parts arrived but then the second excuse was they have not got the tool to fix it and this has still not arrived. A Land-rover dealership that does not have the tools to fix land-rovers? I told them I was escalating this and did not get a reply to my email.
Initially I was told it would take 6 hours to fix but now it’s 9 hours.
I have called the complaints team at Vertu and I am still waiting for the call back.
We were considering changing to a Velar but we will never buy from
vertu. I will contact Land Rover themselves tomorrow. Appalling service, I have now been without a car for week
UPDATE
So here we are a week later, still no car. Still waiting for parts, apparently the cam shaft also needs replacing and is on back order. I really have no idea what is going on. My last contact from Allison was a voicemail on Friday assuring me she would contact me first thing Monday morning. No contact from her. I had an email from enterprise hire cars telling me I had a hire car for 10 days. I contacted them and they said I needed to collect the car from Bury and drop it off in Bury when my car was ready.my car is at Nelson. Not sure why I should be inconvenienced after all this.I work and my working hours are outside the last pickup appointment with enterprise at 4.30pm. After I have waited 10 weeks for a car you would think I would be a priority and given a VERTU courtesy car. I contacted VERTU Nelson twice yesterday to speak to Allison but every time I called she was in a meeting. It’s now Tuesday and no call. So the update is a week later still no car, no communication and I have no idea what is actually happening. I am beyond appalled! Allison said she would ring me daily with updates, nothing! To spend so much money on a car and still not able to drive it after 10 ,nearly 11 weeks is shocking!

STOP STOP STOP
Never take a car to Landrover Nelson, the aftersales team are incompetent and they lie!

My Range Rover Vogue which is 42 months old with 34,000 mile, with extended warranty, had a catastrophic engine failure when the camrod went through the engine block. Peugeot engine, what, yes, they are putting Peugeot engines in to Range Rovers, this fault is know to Land Rover.

The car went in to the Land Rover dealership in March 16th, it's still not repaired, they've been installing the new engine for 2 weeks. They keep coming up with excuses and always blame Landrover!

Stay away from Vertu, they are apparently the same across all their dealerships!

All I can say is "this is the worst experience of aftersales service I have ever experienced, if I could sue I would, but I will never ever use these Cowboys again!"

Surely the Executive Team at Vertu Motors are either incompetent, compliant or just greedy!

Terrible service from Head Of Business Alison Reed following an appalling catalogue of errors on the service of my vehicle over a 6 month period-Break failure while driving due to unconnected break fluid pipes, coolant leak caused by damage during a routine service, the list is endless and resulted in a written off of car. The response was to lie and deny all responsibility even when everything had been documented. Shocking, unprofessional and legal claim in progress as well as claim in with Motor Ombudsman who noted this is not an isolated case regarding this dealership and management.........one to stay clear of if anything goes wrong with your car.

In essence, after placing your vehicle order, you become the least prioritised in terms of support, often receiving no responses to emails or calls. Persistent broken promises compelled me to escalate the issues several times, only to be met with further false assurances. Even now, six weeks after receiving my vehicle, I'm still pursuing upgrades I paid for but were overlooked during handover.

I have to write on here to tell you that the customer service at the LR showroom at Nelson was excellent. From the moment we walked in, met by a lovely receptionist who assisted us in our enquiry about a car on sale. We were offered drinks whilst she went off to find a sales person. The place was really busy a lot of customers but we got a great personal service from David Pedder. He spent a lot of time explaining all the features about the car, the LR warranty and was a really nice guy. No pressure to buy at all. We then went for a test drive which to be honest so so impressive. This car was a Discovery Sport and had so many features I think I will need a degree to learn them all. My wife and I loved the car . Back in the showroom we sat down and were offered an amazing deal. We left after doing the deal and are looking forward to collecting our new car on Friday. Well done LR Nelson.

I honestly feel the need to make people aware of the very unacceptable service I received from virtu motors in Nelson, I would strongly advise anyone never to buy are have any vehicle put in their hands, I originally bought my evogue from virtu in Bolton in June last year were I received exceptional service, the car as been fine up until about a month ago when I suddenly started smelling fumes inside the car and like a hissing sound when I acceleratored, no warning lights were on the dash board at this time, but I did right roadside assistance, who came out and told me it was a pipe that was split that when towards the turbo, it needed to go to the workshop, the technician said it was drivable, upto 50mph, I rang virtu at Bolton they couldn't fit me in for the repair for 3 weeks, which is outrageous, so I then rang virtu Nelson they at a day just before 3 weeks so I thought I'd take that, so, I used my car for work only, then a couple of days later the engine light came on so again I rang roadside assist, and he told me not to drive it now,so I rang virtu again to see if thete was anyway they could sort this out are lend me a courtesy car, their reply was oh no we don't have any available there all out, oh great how am I getting to work then I said I'm afraid there's nothing I can do, I also paid for extra warranty when I purchased this car too, eventually I spoke to the general manager who was very good, but I still didn't get a car sorted for a few days, I eventually got a car it arrived about 5 days later, just dropped off the guy went didn't tell me it was automatic, ive never driven and automatic before In my life, I kid you not that car as been sat outside my house for four weeks and not moved even though I've rang them twice to pick it up. and that's another story.