Vertu Motors - Land Rover Nelson Reviews 

Extremely poor aftersales service and uncaring, unhelpful service staff

Bought an Evoque in September. Few weeks later noticed a headlight was out of place. I took the car to be assessed and they were all over it saying they would sort it. Went in for a new headlight to be fitted which turned into an internal squabble over which department was paying for the repair. When this was settled I got the car back while they ordered a replacement. When they got the part I took the car in for them to fit it. After they had the car longer than they said I rang to ask when it would be ready. I was then told the timing chain needs replacing!! After a few words I agreed to drop the car off to have this done. After 4 days a nonchalant phone call telling me it needs an engine replacement!! I was sold a car for 36K that needed a new engine!!! This is ongoing, so watch this space
I had a meeting with the dealership manager and head of sales and they were excellent to deal with. Offered me 3 options on what to do with the car, all are acceptable. Just up to me which option to take. They couldn't have been more accommodating.

Following up: Allison (dealership manager) did an investigation into what happened with the car. She called me to explain and between us sort of got a reasonable explanation as to what happened. She gave me the weekend to mull it over but I have to say, since she has got the (almost, because having worked in an industry where things can go wrong and people naturally wont drop themselves in it) full story She has done exactly what she said she would. I have added a star!

Stay clear at all cost!! Absolutely disgraceful customer service but very happy to take my money! Took my RR SVR in for service at Vertu Land Rover Nelson 8.30am today, received a health check video at lunchtime and my office was called at 4pm to say it was ready for collection. Arrived with my wife to collect at 4.25 and was offered a coffee from the lovely reception lady. 5.20 and nothing, I enquired to the whereabouts of my vehicle and was shocked to find my vehicle was still in the garage and will be for another 30mins!!! From 8.30 in the morning to complete a basic 1st service!! No communication, the idiot with the long grey beard from the service department needs to give his head a wobble! I wouldn’t pay him in washers!! The receptionist could obviously see me getting agitated and tried to help out with regular updates, basically doing his job. Whilst this was going on, “ manager “ sat directly behind us in a glass office and she never come out once, happy to let her staff take the heat! Her regional manager needs to have a chat about leadership, management and professionalism, lead from the top and by example! The beard guy come over and gave me the key whilst I settled the bill and I gave my wife the key to set off home ( 5.50pm ) when I came out the showroom, I found my wife had been walking round the rather large forecourt looking for her vehicle! Didn’t even have the decency to bring the car up for her, she had to search the lot for the car! That’s a safeguarding issue and seriously unnecessary and unprofessional. In addition to this, a young pregnant lady was getting very upset as they have had her car from 9am to be told upon collection (5.40) that the car hadn’t even been seen all day!!!! Totally unacceptable!! Based on this, I have exchanged details with this young lady and will be supporting her complaint with my own to the Group!! I’m a professional person who owns my own business of over 50yrs and not a general time waster, please people, take this as genuine and sincere…. Stay well clear!!

They sold me a car which was falsely advertised and it took me a lot of stress to get it returned. They wouldn't accept fault - said it was computer error. Eventually I got a refund but had to pay 45p per mile for the use and they wouldn't reimburse me for any of my expenses. Cost me a fortune, caused a lot of stress. Poor customer service, Alison the Head of Business wouldn't even speak to me. They are a disgrace to Land Rover.

Unfortunately, I had a slow puncture caused by a nail in the tread of a tyre. On taking the vehicle to be repaired at a high street tyre fitter, the LR locking wheel nut adapter was found to be defective and so was unable to remove the wheel. I contacted the Vertu helpline telephone number and was advised that my local LR dealership (Vertu Nelson) would call me back (30.10.23). No return call was forthcoming and so I traveled to the dealership in person later that day. Upon arrival I was told that the service department was at a different location on the same industrial estate, which again I visited. On arrival at the service bay, which does not display any LR signage (stange?) I had to ask a service staff member in the car park how to enter the building. He asked what the issue was and I explained it to be a faulty locking wheel nut adapter to which he replied that, 'Yes, they're rubbish (he actually used a more offensive word)'. At the service desk, I was told that the wheel nut adapter was no longer available (My LR Discovery is a 2017!) and that I would need to have all 4 locking wheel nuts replaced in the workshop. So back to the main dealership reception... Staff there booked my vehicle in but were unable to provide a cost for the work - still not received any communication from the service desk regarding cost (1.11.23).
On making my own enquiries, I was quickly able to locate and acquire the correct, brand new, OEM locking wheel nut adapter online and in doing so have probably saved money although not sure as I'm still awaiting the quote!!
AVOID THIS LR DEALERSHIP

Profits before Professionalism and Business Kudos - Liar's and Thieves at Nelson Land Rover - Allison Reede and John Wiggins, condoned by HQ's Robert Forester.
Reported to FCA and Trading Standards, now heading for my day in court - steer clear!

Obsoletely the most shocking unprofessional dealership ever. Broke FCA rules twice on my wife’s order. 18 months after ordering and still not getting the car (even though we were told we would def have the car by Dec 22). I did some homework and also found out this. Failed to tell us that the car we ordered 440p was not the car we would receive it would be a 460p, failed to tell her there would be £1000’s more to pay, failed to tell us that the finance rate we were passed on wouldn’t stand. Even contacted the CEO, he couldn’t even be bothered to respond personally. Cancelled the order and didn’t even try to keep our business.

Unfortunately the poor reviews for Vertu are accurate . After buying a 40k Car 10 months later I'm trying to get accurate service history so I can get it serviced and so far it has taken 4 Phone calls and still no one has come back to me with info ? Should be basic !

What a unprofessional company to deal with!
I contact this company to enquire about a vehicle, the call handler assigned it to a salesman. Harry booked me for a test drive after putting the vehicle on hold for 48 hrs, on Thursday (a day before I was due to come), Harry contacted and explained that the vehicle had been sold, and is no longer available.
I spoke with Ryan Usher, the sales manager, who came across cocky, and not willing to listen. I would not recommend this company at all, stay away, they are a bunch of cowboys.

I purchased a Lexus CT200h from Vertu Nelson. My experience couldn't have been better, from the lady on reception (sorry I couldn't remember your name) who greeted me and offered me a drink of coffee, which I was unable to accept, she will remember why, to the sales team, big up for Donna, Julian and Mitz, I had a tight time schedule and everything ran like clockwork. Delivery was bang on time, half a tank of fuel, nice clean and presentable car, Donna even turned the car around in the pouring rain as I was concerned about driving an automatic as I hadn't for 13yrs. Mitz gave me a call the next day to ensure everything was alright and answered a question I had about the airbags promptly. I have nothing but the highest respect for the team, who made me feel special even though I wasn't purchasing a high ticket item. Well done and many thanks, Lewis.

Donna and Julian were awesome! Constant contact and updates, video walkround and full support throughout the process. 3.5hr drive each way and we'll worth the trip! Love my new RS6 and can't recommend them enough. Thank you for the patience with my crazy insurance company and the service from start to finish!

Following my initial visit on 21.07.22 I was told that someone would be in touch with me regarding the damage that was caused to my brake caliper whilst my brake pads where changed - I heard nothing so I tried to get in touch with Head of Business, Alisson Reede. After several attempts over a few weeks I was able to get through to her. After explaining the situation she relunctantly agreed that the garage would re-paint the caliper as a "good will gesture" and booked my car in..
When I arrived at the branch I had to pay another £20 for car hire (Even though the damage was caused by them) and I was was assured by Allison that they would look after me and my car this time.
Later that day I received a video health check & voicemail from Oliver saying that my car had a leak on a power steering hose which would cost me £317. I called the branch and was told by Oliver that this would not be covered by my LR warranty policy. Upon checking my warranty documents a read that power steering hoses were covered so I personally contacted the LR Warranty about the above and they confirmed the part would be covered but have not received any call from Vertu LR Nelson??? I said are you sure and he replied all calls are logged.
It felt to me that this garage was just trying to recoup the cost for their so called "Good Will Gesture"!
The garage still insists that they contacted the warranty but any trust I had with them now is lost so I obviously opted out of paying for any work.
When I came to collect my car I was speechless when the adviser Oliver passed me a bill for the cost of the paint to repaint my caliper!!!
I explained that it was the garage that caused the damage in the first place!
Absolutely the worst service I have ever experienced. I thought the Bradford branch was bad but here is worse!

Hugely disappointing experience of Vertu Land Rover Nelson today. Used web form initially to make contact about car and initial contact prompt and good advice - car I was enquiring about was still be being prepared and not on site but booked appointment to see similar car and understand more about the range. Turned up at allotted time, sales person not available so they sent someone else out who knew nothing of the range, and the alternative car they were going to show us wasn’t available either. What a waste of time and effort, not what I would expect when spending £30k on a car.