Land Rover Reviews 

My experience of Guy Salmon Thames Ditton (now Sunbury). Booked a service for a Range Rover Sport. Waited an hour in reception for somebody to see me. Was told the car had two red alerts that needed fixing immediately. When they realised they didn't have capacity in the workshop the alerts were mysteriously downgraded to amber. Returned to collect the car. Waited 50 minutes in reception while I was told the car was being washed. It arrived unwashed. I have tried 4 times to book it in for the repairs, nobody has called back. I have now received a parking fine from Parking Eye since the car was parked for 3 hours in the Crowne Plaza Hotel while under the care of Guy Salmon. Shambolic.

Took my 4-year old Jaguar XJL to Guy Salmon's newly opened Sunbury-On-Thames facility on Aug 25, 2020 to have its auto boot open/close facility checked. It hadn't worked properly since having a Tracker fitted in March 2020. I also opted for a full diagnostic check to determine if the Jaguar had any other upcoming issues which required attention. Their drive-in, drop-off, check-in procedure was very smooth. Nick was my Service Advisor and Lee was my Technician for the repair. Very comfortable spacious waiting area with complimentary tea, coffee and soft drinks for many customers who chose to wait. The cause of the fault was a broken wire, which was detected and the repair completed. The bill was reasonable so they'll get my future business as I live only 15 minutes drive from this new base. I was also given a full diagnostic printout of the status of the Jaguar - no other issues. One minor suggestion - but not worth dropping a star for! - would be a tannoy system to update waiting customers on the progress of their repair, eg 'Your car is going into the workshop now', 'Your car should be ready in 30 minutes', 'Your car is ready for collection', etc. I chose to wait for a few hours and tannoy updates would have reassured me of progress and would avoid Service Advisors having to wander around trying to find their customers. In such a professionally designed setting, it would seem an obvious customer service extension.

Chris and Michelle were brilliant. Excellent customer care and support as we purchased a Range Rover Velar. No pushing- answered all questions- a pleasure to buy from
Would recommend

Service and MOT at Guy Salmon Ascot
This was a very pleasurable experience, the staff were very courteous and polite, the service was quick and to an excellent standard. I would like to call out my service adviser Sue Putt as outstanding. No job was too difficult and she kind arranged for a sales appraisal of my car and swapped the numbers over from my personal reg to the new one. I will certainly take my business there again.

Recently brought an Evoke the whole process was very easy and professional all the staff where very helpful 10/10

It's been insanely bad, to the point of frustration. Prior to purchasing the vehicle I was promised the world, the sales person couldn't do enough for me. One thing annoying about the sales process, I was a cash buyer but they still insisted on pushing their finance. Literally as soon as I drive that vehicle off the lot, they weren't interested anymore. My experience with the customer care teams can only be described as shoddy and unprofessional. This vehcile was supposed to have gone through a stringent 150 point sales check. I drove the vehicle the next day and noticed a really bad juddering during braking, the digital screen also garbled up so I couldn't read it, and to add to my misery the windscreen wipers were juddering. I tried to call the sales person who had sold me the vehicle the previous afternoon. She was busy but she would call me back. Never did. I called 5 times over a period of hours. I called back & pretend to be someone else SHE ANSWERRED this time. Turned out the vehicle had warped discs all round, needed a software update. The tyres were under the 3mm mark, something that the 150 point check is supposed to pick up and the tyres should be replaced (another promise from the sales person). So much for the 150 point check, its worthless as they clearly do nothing. Wipers took a further 3 visits to resolve, after being told they had resolved them each time. It gets worse, much worse. During the purchase I asked for black wheels, black grille. This was agreed. 6 months in I started to notice excessive chipping of the wheels, really bad peppering which isn't normal and the black grill started to peel. Worse than this, the front bumpers clear lacquer started to peel. Never in my life have I owned a vehicle that has done this. Paint was under warranty, I called up GS Nrthmpton and booked it in. The grille was replaced with a proper black grill. they offered to repair one of them (unbelievable) but they said the clear lacquer peeling off the bumper was not under warranty because they concluded it was a stone chip (bearing in mind the peeling had reached 50p size by now and no stone chip mark). They offered to charge me cost price for the work. I agreed for an easy life as I know by now how difficult it is to deal with these people, but I didn't accept their conclusion. The wheel that was repaired had now got an extremely rough finish on the inside, I believe they just left the wheel on the car and sprayed it, and the over spray on the inside was the roughness. The steering wheel controls stopped working one day, still haven't been able to book that in. Dealt with the head of customer care who is probably one of the most obnoxious woman I have ever come across. To continue - A few weeks ago, I was washing the car and the clear lacquer started to peel off on the other side of the bumper. I sold the car within 3 days as I couldn't bear the thought of arguing, chasing and dealing with the Guy Salmon Northampton team again - I had the car for less than one year and had problem after problem - its like the car was in a continuous cycle of issues. That year was also filled with bad service, ignored emails, ignored calls, alot of time chasing people, arguing warranty items, dealing with rude people, repairs not completed etc etc etc I just could not deal with this shoddy service at Guy Salmon Northampton any longer. The sad thing is, I wanted to really experience the Range Rover, a British vehicle and although I loved the car, it was lovely to drive, there is absolutely no way on earth I would ever (EVER) purchase another LR or even a Jaguar based on this experience and I seriously warn others to think very, very, very, very, very carefully before committing. Please dont be fooled by the sales person, how they treat you during the sales process is VERY different to how you will be treated after they hand you those keys and w you over the fence. These car's are premium priced, the service is shambolic. DO NOT BE FOOLED!!!!

Had my xkr5lt serviced today excellent service and great value for money, will be using again whenever needed. Guy Samon Ditton.

Honestly the worst customer care i have come across. A comedy of errors. Car was booked in for a repair to our 8 month of Evoque Dynamic on the 27th April needless to say because of Covid we only found out when we took the car into the Aylesford dealership. No call or email saying it had been cancelled. From then it was awful, over 2 days of phone calls, lack of communication, one person saying one thing and another saying another we finally battled our way and got to get our car into be mended 40 miles away in Thames Ditton. Yes this is exceptional circumstances but the service they offered was for key workers and my husband who is a lorry driver had to take 2 days leave to get this car booked in to get sorted out. Letter of complaint coming their way. Shambolic , this has put us off buying another car from Guy Salmon or a Range Rover.

I had a problem with my Jaguar XF recently and I spoke with a representative of Guy Salmon of Thames Ditton Surrey called Poppy Mackintosh who was very helpful and professional. Poppy sorted out the cars problems for me with out any fuss and kept me fully informed with the progress of the repairs needed.
I now have my car back and in working order great. You are lucky to have sales staff of the calibre of Poppy who looks after your interest first and relates it to the customer.
Keith Nimmo

Terrible Service! DO NOT BUY. DO NOT BOOK IN FOR SERVICE.

COWBOYS!

WORST DEALERSHIP IN UK!
I WILL TAKE THIS FURTHER WITH THE HEAD OF SYTNER!

Massive shout out for the amazing Lindsey of Guy Salmon Coventry. She's sooooo good at her job as she looked after today. Yet again Guy Salmon Coventry knocking out the park on all things customers service

I felt I had to comment on the service myself and my family were given during our visit to guy salmon Coventry this weekend as it was fantastic. A big thank you to Jack Griffiths who’s patience and product knowledge found us our ideal car and the wider sales team for being friendly and helpful especially with our children, nothing was a problem and the ride around the off road track made my sons day.

I have just taken my Range Rover Sport into Guy Salmon Land Rover at Coventry and felt that I had to leave a post about the first class customer service that I received - I had a warranty issue which was dealt with quickly and professionally by Satpal who went out of his way to deal with my problem and get it resolved, my car was booked in quickly, and on the day I opted to take it in first thing and wait whilst the job was done, rather than leave it there. On the day I was looked after very professionally by Lynn who kept me informed of progress, and walked me out to my serviced, sparkling clean inside and out car. I have owned many relatively high end cars of all different manufacturers over the years, but find dealing with Guy Salmon ay Coventry a pleasure unrivalled elsewhere, they are not my local Range Rover dealer, I do have one much more local to me, but I am happy to travel the extra miles to receive this level of satisfaction, so much so that I have now got my ex wife using them also!!! - well done Guy Salmon Coventry, keep up the good work

Having bought Evoque in 2015 and have numerous problems (4 cameras two tailgate alinements numerous warning lights problems)Took vehicle to Guy Salmon Knutsford for service 19/11/2019(day before vehicle had been mot at Hartford service /mot centre,vehicle in perfect working order told vehicle would be 2-3 hrs but as I am disabled they said they would try and get it done quickly.4 1/2 hrs later the vehicle brought back to me with broken clutch and Ad blue spilt over engine went back into show room and told by service staff nothing to do with them.i suffer from anxiety and depression amounts other problems so I took the vehicle away the next day Guy Salmon collated the vehicle cleaned the ad blue off but said clutch was fine took it to local garage who straight away diagnosed broken master cylinder linkage £460.Sent two emails to guy Salmon and filled in complaint form and survey and got no response.Spoke to Land Rover Customer service who said they would look into it later the same day call from guy salmon customer service manager Jann Rigby ( the same person who I had previously emailed and got no response)Stating that she would look into it and that I had been given poor service, she then recontacted me few days later to say it’s not there fault and kept on deflecting my questions I had previously sent photos graphs of the damage master cylinder which she had forgotten all about when asked if she had shown them to the mechanic she said no she had given them to the service manager when asked if they had tested the clutch she said the had looked for leaks then had run out of time!!!! All she was doing was reading from a computer screen and did not seam to know much about my case.To sum up I have had poor service from this company in the past and this latest incident has put me off purchasing an other Land Rover which are beautiful but expensive

Bought a jaguar XFS petrol from Guy Salmon Jaguar Coventry. The initial sale went well until I collected the car when the windscreen was cracked. Drove the car home after agreeing they was going to pay for a new screen this is where it went down hill.

Within 4days found several things wrong with the car including a serious rattle from the engine. Made contact with the dealership and they agreed to collect the car and give me a courtesy car. The car was collected on the day as agreed and was thrashed back to Coventry by the collecting driver. ( has prof of this from the app on the distance route taken and average speed) was told this was impossible and the app isn’t that accurate.

They had the car nearly a month and made a surprise visit after being told some of the work had been done. Saw the car and checked over the damaged paintwork and surprise surprise it hadn’t been done. An argument then occurred when I was told by them that I was imagining things and the car had been repaired even when we was stood right by the car. After 15 minutes he finally accepted the car wasn’t repaired.

Then the engine. Well was told the timing chain was at fault and that the parts was on back order long story short another discussion and after pointing out that there is a find a part that all JLR dealers can use they found the parts.

So after nearly a month the car is returned and all was well for around 10 days when the engine state rattling again.

I’m so fed up with guy Salmon Jaguar Coventry I have now booked the car into another jaguar dealership where they are going to investigate and do a full health check on the car as I don’t trust Guy Salmon Jaguar Coventry at all after the amount of lies they have spun.

Further updates will be posted if it’s possible here after Monday when I get the report from the jaguar dealership

Thank You Ascot Guy Salmon for your Polite and efficient service. Big shout out to Samantha, Gary and the rest of the Team at Ascot.

My car was booked for service and MOT.

They carried out physical checks and changed 2 filters, topped the addblue and oil.

Upon collection I was presented with a bill of £600!

They haven't even washed my car!

Outrageous price, poor customer service. Never again!

All seemed to go brilliantly when we collected our brand new Evoque from Coventry, we stopped over night in Birmingham and next day head home to North Wales. Once off the noisy fast motorways we noticed a noise from gearbox area a howling bearing sound, we got home and immediately emailed the salesman but got no reply for three days when we actually rang them. We were advised to take to our nearest dealer for diagnosis which we did but unfortunately this was a Saturday morning however they advised not to travel far in it and that they would require car to be booked in for further investigation but it sounded like a bearing. We then telephoned the salesman that sold the car and filled him in what we had been told, he then went off on one and accused them of slander and that they can not tell us to restrict our use of the car. He did not seem concerned about about the issue with the car but more on slagging off another Landrover dealer. To cut along story short we had to involve many Managers lots of telephone calls and emails before they collected the Evoque to return to Coventry for them to investigate. When collecting the car oil poured out from engine covers. We then had to take a morning off to collect courtesy car some 30+ miles away. In mean time we spoke to a manager who agreed we were well within our rights to reject the car if it had to have a repair. We were told that by next day they would have diagnosed problem then we could take things from there. Surprise surprise no one phoned we contacted them and they said they were still trying to locate the noise and the oil was just a residual (load of rubbish), we informed them we had had it diagnosed elsewhere and it had been recorded. Guess what next call we got back within an hour the noise was a bearing in diff. it had been replaced and they now wanted to test drive it over next day or so.
Naturally we rejected car and requested replacement like for like, this was all being done from management and Landrover customer services. We faced battle to get money back and they even try short changing us. No contact from Coventry to apologise or find another car. After complaining again we got call offering us new car in 12 weeks and it would be £6000 more even though we found two available in the system they could have offered us.

Worst experience I have ever encountered, albeit other LR dealers are not much better.
Guy Salmon Coventry must be No 1 in poor service and lack of communication, my experience as follows: -
Booked my Discovery in for warranty work on the 21st of August 2019. Work not completed, needs to be booked in again as the car needs to be there for a week to carry out extensive checks for water leak and new carpets to be ordered from JLR as the amount of water in the passenger’s side might have damaged the carpet. Rescheduled for the 4th of September.

Collected the car on the 10th of September and was given assurances by the service advisor that everything was sorted. When I asked if the carpets had been replaced, I was told yes. (Lie no 1) As other LR dealers had duped me in the past, I had marked and taken photos of the original carpets. When I went out to check, surprise surprise they had not been replaced or even moved

When I challenged the service advisor she went away to check with the service department. She then returned to say that they had not been replaced but had been removed, dried out and refitted. (Lie No 2) When I was asked why, they told me that the carpets were photographed and sent to JLR to see if they could be replaced under warranty. (Lie no 3) I then asked for these photographs to be sent to me. I am still waiting.

Vehicle also left in terrible condition by the valeting department with what looked like white silicone around the passenger’s door, floor and glove compartment.

I asked to speak to the service manager, but he was not available to talk to us face to face. I insisted that someone should to call me to discuss this appalling service and lies. To say I was unhappy was an understatement.

First MOT apparently carried out and paid for. As of today 17th September 2019 I have still not received the promised Certificate in the post or entered on the DVLA web check. Probably never carried out.

1st phone call from Liam Hayward (customer services) explained the above and he said he would check it out and get back to me.

2nd phone call, I was told that he had spoken to the service department and they refute any mention of replacing the carpets. The female service advisor in question denied ever saying that photographs were taken and sent to JLR. Liam Hayward said that the do not have to have authorisation from JLR for warranty work; it was down to the dealership’s discretion. He also said that the carpet on the passenger side had been removed, dried out and replaced – DID NOT HAPPEN. I have it on good authority that the front carpet cannot be removed independently. I believe the carpet was dried out in situ – unbelievable.

3rd phone call, Liam promised that the MOT certificate would be emailed to me over the weekend - Never happened.

These are all lies but Liam insists they are – “ miss communication” his exact words. All these “miss communications” were witnessed by my wife.

Avoid this dealership at all costs and if anyone from JLR can be bothered to read any of these reviews - Having owned numerous Land Rover products over the last 25 years this is the LAST Land Rover I will ever own. Your after sales service is CRAP.

Latest reply from Guy Salmon - confirms my suspicion

Further to our conversation, I went to locate your MOT certificate and was not in the file. Unfortunately it looks like we have not completed the MOT on the vehicle. This is clearly not acceptable that we have charge you but not completed the MOT.
I will arrange a refund and we can complete the MOT asap, where we will collect the vehicle if you can let me know when we can get the car

Kind regards,
Liam Hayward
Customer Experience Manager
Guy Salmon Jaguar & Land Rover Coventry

Iv have owned my discovery sport 3 years now from brand new altho i am not 💯 happy with the car when ever there is a problem Lynzey at Guy salmon coventry is always brilliant help she is fab. She gets the job done no crap and tells you how it is which is the best way. She is very professional and smart every time i go in.