Heritage Landrover Reviews 23

Wow just wow! Read the reviews and can concur. Went in today to look at buying a Velar. Young lady said she would get a salesman to speak to me. Open office area so could see them. One stood there doing nothing, one laughing at his phone and none of the other appearing remotely interested. Stood there for a while feeling like a f**t in a spacesuit. Totally unwelcoming and disinterested. No wonder their reviews are so bad. Looking elsewhere.

Calling them, Faulty Towers would not do Faulty Towers justice. They are a shambolic outfit, and I've never had an experience like outside of the last two or three days with them. Avoid avoid avoid. I've bought many cars over my lifetime from main dealers and not main dealers and this outfit is the worst I've ever experienced. Hopefully they will get found out and they will go under. The reviews here aren't helping them at all. They are called Marshall Land Rover. After agreeing to drop my car off at 10 am the designated slot I arrived 9:45 am only to be told that my car needs to be in all day and possibly overnight. I live an hour away. At first they said they couldn't give me a hire car, but after a lot of to-ing and fro-ing I managed to get one. They then sent me a report saying that I asked them to look at a couple of bits on my car, but they said each check they looked at would cost me £217! Aston Martin by the way do this for free. I refused that but then I received an overview from the mechanic saying that I needed a couple of parts replacing on the suspension. I said okay go ahead I expected to pay for this however they then turn up a couple of hours after agreeing this at my house without replacing the suspension parts. This along with all the other things they messed up on never ever ever go to these people you're wasting your time your money and the customer service is non-existent be warned. They are called Marshall Land Rover whatever disguise they go under shocking. I really really hope these people don't last more than a couple of weeks.

I bought my Discovery from another Landrover dealership (in Yeovil) as Heritage Cheltenham (closest to Gloucester where I live) couldn't be bothered to return my calls when I was trying to buy from them earlier this year. I now have a small job that needs doing under warranty so Yeovil Landrover called Heritage Cheltenham (or Marshall as they've just changed to) and asked them to contact me that day (Monday) to arrange booking my car in. It's now Saturday and still no call. They may have changed their name to Marshall Landrover but it looks like it's the same consistently rubbish service. These guys are clowns...avoid. Now taking my car to Swindon Landrover instead to get the job done.

I recently trusted Heritage to service and MOT my car. One of the Technicians used it to go shopping.

Do not trust this garage

The worst experrience in car after sales ever. Happy to support in the buying experience and take the money, yet unable to follow up on any of the commitments they initially made in this process almost 6 months later. Follow the rest of the poor reviews and buy elsewhere.

I spoke to a member of the sales team re buying a new Discovery, told him what I was looking for, and was promised a call back the following day. When that call didn't happen I called back and was again promised I would be called the next day. Again no call so I phoned again, this time explaining my frustration at the lack of a call back, and again I was assured I would be called. That was over 2 weeks ago now and still no call. So ... I've now taken my money elsewhere and bought from another Landrover dealership. Given my experience, I certainly won't be taking my new Discovery to Heritage Cheltenham for servicing.

Overcharge at every opportunity. Failed to diagnose a simple fault but took all day so happily charged those hours. Couldn’t actually fix a fault on a Land Rover. The admin old men just didn’t want to deliver any form of customer service. Even said they only really want new cars not any a few years old! Never again. This years service is going to a different dealer along with the rest car purchase. Only used this place as they took over from Stratstone - faultless service at Stratstone for many years...such a shame.

I’ve received a safety related recall for my Discovery Sport. Heritage is my local Land Rover garage. I’ve rung them several times, the operator transfers me to a telephone that is never answered. The latest of a long history of poor experiences with this garage.

Why did they demolish a perfectly usable Land Rover dealership in Staverton early in 2019 and then fail to build the new one? Still not built, it's now August 2020!
Bet it's really congested at the Cheltenham JLR site now, not a good experience.

I went in to try and buy a nearly new Range Rover (I’m not one for waiting for factory builds). I was appointed a sales lady and sat down and explained what I wanted, she then went about building a factory spec car and said it would take months, I again explained, demonstrator / nearly new, she went off for 5 minutes and came back with a black and white photocopy of A JLR group car which in fairness looked perfect, she took details of our existing Disco for PX and I asked if she could get some proper photos of the car inside and out. She agreed to all of this and come straight back to me.....2 weeks ago......still heard nothing.
I went to Swindon LR instead this weekend with the intention of buying one and on the way we stopped off at the Audi dealership nearby and found something in there we liked instead.
In a world where LR sales are in decline having a dealer like Heritage just continues to damage the brand.
Wake Up Land Rover and do something about it!

Oh dear, I am not the only one being let down.

Bought my £110k Range Rover in September 2019, Ashley was excellent to deal with. I did comment that i hoped Heritage would do a better job of looking after their clients than Stratstone had done. It seems its business as usual, what a load of rubbish there service department is.

Yesterday one of my wheels needed to be removed to repair the alloy. The engineer went into the boot to fetch the lockable nut but it wasnt where it should have been. We searched the entire car but nothing. I called Heritage and the person i spoke with suggested i look throughout the car, told him we had done this but did it again anyway, still nothing. Called him back and he said he didnt know what to suggest !! I asked to be put through to Ashley, 15 min after being put on hold a rang back and spoke with someone else who was a little more helpful. He said he would go and investigate and call me back in 20 minutes. I had to send away the alloy wheel repair man.

I got my call back, and was told i needed to bring the car to the dealer, they would with their master locks work out which one it was and would order a replacement (the original i never had). I was told it would take maybe 2 min!

40 minutes later i kicked off said i needed the car now as i had to be somewhere. They brought me back my car but said they could not work out which lock i needed so would have to do some more research. God knows what they had been doing for all this time.

When i reached my next meeting i noticed that the front bumper and side had been scratched, this must have happened while the car was with Heritage, no wonder they were hesitant to bring back my car!!

I emailed the head of customer service and general manager of the branch detailing my complaint and insisting that i get a reply the same day. I also informed them that i had called this service department 3 weeks ago about another issue which i left a message to be called back, which surprise surprise never materialised. Shockingly neither of these senior members of staff bothered to reply to my email.

I called the chap who was working on a solution as he hadn't called me back as per usual. The upshot is they need my car for a few hours to break off the nuts to the car. I also mentioned the damage to my car which i didn't get a denial about, nor an apology. I made him aware i would be looking to them to sort out having this repaired, again no meaningful response. It amazes and disappoints me that they could not own up to damaging my car, quite astonishing.

This will be the last Range Rover i buy, i cannot deal with companies that treat there customers so poorly.

If you must have a Land or Range Rover, please please find somewhere else to do your business.

Pretty much appalling from start to finish
I placed an order in August, and was told to expect my Discovery Sport at the end of October. It got to the end of September and I'd heard nothing, so I sent emails asking as to the progress, but got no response until my second attempt. I tried calling but the sales person never returned my call. Eventually got told it would be the end of November. During that time I advised that sales person that I'd like to put my personal plate on the car ready for collection and was advised this was possible. After 3 rounds of being asked for extra information I was told it wasn't possible. I spoke to the DVLA who told me it would have taken five minutes to do, and that I had sent all the information they would have needed to do it. I finally got a collection date after about 3 promises of "that weekend" or "next monday" which never came to anything, again with calls and emails generally getting a 50% response rate.

I went in to collect the car, and realised that the spec was not what I had ordered. Instead of dealing with it by advising they'd sort it out, and apologising, I was left to stare into space for an hour while they worked out who they could blame. In the end they at least admitted it was their fault. I was promised they'd get the car back in in a few weeks after I'd returned from holiday to change the car to the spec ordered, and that in order to apologise in some way I'd be given a bit of fuss, and a top spec Range Rover Sport as a courtesy vehicle to use whilst it was being sorted. Whilst trying to sort the best date to do this, again I got a 50% response rate to my emails, and 0% response to my calls and left messages. I was advised I'd have the sales person's car to use during the repair period during this exchange, and when I pointed out that I'd been promised a top spec Range Rover Sport I was told that he'd see what he could do. The day before taking the car in I was assured that a Range Rover Sport Hybrid had been arranged and was waiting for me.

On the day I turned up, they had no record of my repair on their system, and it was only when I mentioned the sales person's name they remembered my car was due in. I was left for 15 minutes to stare into space whilst they went away to "get something". They returned with insurance details for a Discovery. I pointed out that I'd been assured of a Range Rover Sport Hybrid, but was told that the Discovery was all I'd been allocated. I left in resigned acceptance that the service depot was as poor as the sales office.

I was told the repair would take 2 days. I called after 2 days and couldn't get through to the service contact. I was promised a call back in 15 minutes. I never got one. I called again an hour later and was told that he was busy, but I'd get a call later when it was ready. Finally at 4.45pm I got a call to say it was ready. I advised I'd get immediately in the courtesy car to come and collect my car. at 4.50pm, and a mile down the road, I was called to say that actually, it wasn't ready and I'd need to come back the next day to collect.

So, in summary there is just one word to sum up my experience, and that is failed. They failed to communicate, failed to share any information at any point, unless pressed, failed to deliver what I ordered, failed to correct their own mistake in the way they'd promised, failed to call me to update me on the repair, and failed to give me accurate information as to when to collect it.

I'd advise that if you want something Land Rover/Range Rover related, and don't need to use Cheltenham Heritage, then don't. Get yourself to Stratford on Avon instead, and avoid Heritage Cheltenham like the plague.

Having just bought an approved used Land Rover Discovery Sport from Heritage Land Rover Cheltenham I have been left feeling that they lack any kind of professional customer care ... from day one of our enquiry about the vehicle we found it an uphill struggle. Sales person never available (always out on long test drives ? ) and extremely slow responding to emails and or phone messages. We asked to speak with a manager but that was no better.
Once we managed to arrange to test drive the vehicle, we were left waiting in reception for ages while they tried to find a sales person to stand in as our sales person had the day off but had failed to tell us !
There was a problem with the battery and a low power warning came up on the display when we tried to operate the tailgate ... we were told this was due to the vehicle being stood around and not driven .. we accepted this but when we went to collect the vehicle having bought it, the same problem happened again. Again we agreed to take it away and were assured the problem would resolve itself with being driven. Problem occurred again a couple of days later so we phoned and booked it in to be looked at .. we left the vehicle with Heritage for an hour plus as requested but on return we were told that as we had now fitted a dash camera they had not been able to check the electrical systems without getting our permission to disconnect the camera first .. apparently it was beyond their common sense to phone us there and then and ask !! .. I can’t help feeling that Heritage Land Rover Cheltenham have their priorities set on customers buying new and customers buying used vehicles are considered an inconvenience.
We will not be rushing back to Heritage in the future.. should go with initial instinct when Sales person can’t even be bothered to respond to a customers enquires.

Booked a test drive with Heritage Land Rover in Cheltenham. After arriving 10 minutes early, we immediately hit problems ... nowhere to park - anywhere on the site. My wife is poorly and walking is difficult, however, we managed to park in the retail park opposite (only 3 mins walk but more than enough in the rain).

Still arrived early to be met at reception by a very pleasant receptionist (Becky?) who informed Liam that we were there. She kindly offered us tea/coffee etc.

We had a look around the showroom and then waited ... and waited ... and waited. After 20 or so minutes of being ignored by everyone, I went to tell the receptionist we were leaving but there was no-one there - so we left.

Have subsequently tried to call them four times, only managing to get through twice. Each time (after giving my name) I was told the Sales Managers' was on the phone. I was offered a call back, but why should I wait for someone to call me back at their convenience, not at mine - isn't that what customer service is all about.

Contacted another LR dealer when I got home: discussed a test drive and my requirements ... they have offered to come to my house for the test drive and to ensure the car is suitable for our needs .... that is customer service !!

Have now advised my daughter not to go to Heritage for her Evoque, but to try this other dealer.

This is by far the worst Land Rover dealership for service, sales and customer satisfaction. They are the most disorganised untrustworthy bunch of non communicating lying toe rags in the industry. I run seven businesses all of which rely upon service and quality. I would strongly advise anybody contemplating either buying or servicing a Land Rover product to avoid this company like the plague, they are appalling.

Been a Land Rover owner for 15 years. In 2017 ordered a new Discovery. Service from Stratstone was terrible. Was hoping that everything would be much better once Heritage took over - could not be further from the truth. We continue to have issues with our car boot door and have been advised by LR that the car needs to go back to the factory to get the problem sorted. Getting this organised via Heritage in Cheltenham is almost impossible - we are over 2 months down the line since we first made contact and are still waiting for the car to be booked in! The issues are that every time you phone them, ‘you need to speak to so and so...’, ‘I will get X to phone you back’ .... No one ever phones back!!! It is common courtesy to return calls and respond to messages that have been left, but this has been a real let-down with Heritage Land Rover. Poor service from what is supposed to be a high-end luxury brand!!!!

Save yourself the stress and don't buy approved used! You may be lucky but you may be in our shoes; (Ignore any land rover response below! These are the facts!)

Brief timeline of events as a customer;

2nd Feb - collected vehicle.
8th Feb - vehicle went back to have paintwork touched up, as the vehicle had scratches on collection. The best part was we were given a loan car that stunk of cannabis in the mean time (pleasant).
2nd March - vehicle was returned under advice from Land Rover assist due to a tracking issue and the vehicle ended up having two new front tyres, the front brakes were stripped and cleaned and the rear discs cleaned.
**As you can see so far the vehicle is really living up to its 165 inspection certificate where brakes and tyres are an item that's inspected**
7th March - collected the vehicle but above works didn't rectify the tracking issue, Land Rover passed it off as normal for that vehicle.
13th March - vehicle again collected after complaining to have tracking issue rectified.
23rd March - collected vehicle from dealership and still the tracking issue wasn't rectified.
26th March - vehicle was taken to BP Motors in Cheltenham where within an hour and four test drives they successfully sorted the tracking issue which Land Rover couldn't.
16th May - engine fault light came on which in short turned out to be a faulty sensor with a £2500 repair bill approx which wasn't covered by the warranty, land rover fortunately repaired this as a good will gesture.

Me and my partner are understandably in discussions with the dealership on rejecting the vehicle within the first 6 months, however we've been given a settlement figure in which we loose £5500 from our investment to date. So we've had to seek legal advice.

I’m tired of leaving messages for people who never call you back. I’m busy and don’t feel I should be doing the chasing. Clearly something is very wrong with their process. I’m a long standing customer of this dealership and the promise of better service after taking over from Stratstone has certainly not been my experience. I will now be giving Listers a try. Update: I bought a new car from Listers and know of another longstanding Heritage customer who did the same. Poor service is clearly costing them sales!

Heritage Landover (Cheltenham) has been excellent and most helpful on two recent occasions. Most notably was on Saturday (11.05.19) when we were travelling to a hospital in the North West. The coolant warning sign came on when we left the house. Our local Heritage service centre in Cheltenham dealt with this straight away and we were soon on our way. Many thanks to the receptionist and service centre. Very much appreciated.

I booked a service and MOT by phone and used the collect and return service. It needed me to book about a month in advance but my MOT had that to go so I waited.
I had some concerns when a phone message was left a day before the collection, giving me directions to the service station but this was soon sorted and the car was collected on time.
Returned in a very sparkling condition, all jobs done highlighted on the report sheet, I couldn’t find fault this service. Only downside was a fault I highlighted to the driver who collected my car was missed. It was a minor problem but he had wrote it down so I thought it would be done, perhaps next time?
Thanks.