"Nightmare to deal with"

Nightmare to deal with.

Website lacks basic information about the vehicle. Guy on the chat giving miss information one minute a deposit holds the car for 24 hours then it doesn’t. Told me he would email spec for the car - no email.

"Complaints ignored"

I bought a Discovery 5 from their Canary Wharf branch. On handover the footwells were wet. I was told overzealous valeter.
Over coming weeks it was obvious there were significant issues with water and wind ingress amongst a host of other issues which should’ve been spotted by their “experienced professionals” during their “extensive pre-sale inspections”. They did repair a number of these issues and initially to my satisfaction. However it appears you’re only expected to give them one shot at it; since finding water pooling once again in the footwells of my car, everyone I had dealt with has disappeared! Not left the business (I’ve had that confirmed) but instead ignores emails and phone calls. Even going into the dealership in Canary Wharf, I was promised an escalation and call back - nothing. For all the negative reviews here, Rockar’s Complaints team suggests writing to their Complaints, Aftersales or HelpMe email addresses but all that illicits is an auto-response acknowledgement but no calls or emails. Don’t be fooled into thinking they’re keen to help. From what I have found those addresses are a repository to appear to be interested in helping but in reality you’re on your own.

My case is now with JLR Financial Services. A real shame. It’s a lovely car but this dealership shouldn’t be trusted with selling their products.

"Great purchase experience "

I recently purchased a Land Rover Defender 110 from Rockar, and the entire experience was exceptional from start to finish. The process was seamless, and the service exceeded my expectations. I highly recommend Rockar for anyone considering a Land Rover purchase.

"Would give them zero stars if possible"

Would give them zero stars if possible. Our Land Rover was going in for a service approx £2k of work and I mentioned to them that there was a fault with the rear window. They said it would be a flat £250 to even look at the window, no work, no parts, no nothing. £250 to just begin diagnostics on a fault. This is our third car from Rockar but never ever will I buy a car from them again.

"Excellent online ordering and delivery"

This is our second vehicle from Rockar. The ordering process was very efficient and Rockar kept us updated on progress. Delivery to the door was excellent, we now prefer this method of purchasing. Well done to all the team.

"Poor service"

Drove across London for secondary battery replacement that wasn’t in stock for main service five weeks ago, despite being notified in advance of dashboard warning light need for replacement. Car wash still broken ( they claim) so despite forking out over £3000 for the big service and battery replacement the car was returned looking pretty grubby on both occasions. I wonder if they are actually just trying to save themselves money? On top of this they couldn’t fill the car up with ad blue as they had RUN OUT !!! Not exactly the service you expect from a main dealer of a premium car ( Range Rover sport ) . Will be looking elsewhere for future services as this dealership no longer cuts the mustard.

"Car service - Very poor"

I recently had my car serviced at Rockar Stratford. When dropping off my vehicle I pointed out that the offside wheel arch had become dislodged and needed the clips popping back into place. I was told that this wouldn't be a problem and will be looked at during the service. Upon collection, I was extremely disappointed to find that the wheel arch had not been clipped back into place. When I asked about why it wasn't done I was told that the mechanic was too busy and had to move onto the next job. Considering the cost of this service was over £400 at Land Rover (twice the price compared to independent garages) I would have expected something like this to be resolved without fail. I certainly didn't feel that this was value for money or good customer service and will not consider having my car serviced here in the future.

"DISHONEST"

Incompetence, lack of transparency & poor customer service demonstrated Rockar. Resulting in unnecessary stress, inconvenience and further costs - which has further been compounded by two booking cancellations (Swanley) and no access to a courtesy car (Sidcup).

Rockar (East London)

22JUN

Initially booked car regarding the frequent “Coolant Level Low” indicator appearing.

30JUN

Car taken to Rockar – I spoke to Troy Thompson, Service Adviser, and expressed my concerns of smoke coming out of the exhaust. Whilst undertaking his initial normal inspection of the vehicle (i.e. to note any scratches/defects) he confirmed that he could smell the smoke emitting from the exhaust.

01JUL

Collected the car just before closing time (60,815 miles), and within a couple of minutes into the drive, the “Coolant Level Low” indicator flashed on the dashboard & that’s when I noticed smoke emitting from the exhaust. At which point I called Troy numerous times (from 17:57) to let him know that the situation had not been rectified, but he didn’t pick up the phone (presumably had left already).

02JUL

In the morning, I topped up with fluid before returning to Rockar. The senior technician spoke to me & explained that a build of air in the system was causing the issue to re-appear, but after topping up with fluid would rectify the problem. When questioned about the exhaust pipe, he explained that it was inevitable that some oil / liquid would have dropped on the engine or thereabouts whilst he/the engineer was working. Initially, I was suspicious with his response regarding the smell eventually dissipating, as he refused to provide any time-frames as to when the smell/smoke would dissipate entirely. However, I trusted his advice as the ‘Coolant Level Low’ did not reappear.

16JUL

Whilst driving at 7pm, “Exhaust filter nearly full Drive Above 40mph for 20 mins will clear filter” & “Exhaust filter Self Cleaning Required” at which 61,306 miles covered (i.e. 500 miles from the point of bringing this issue to Rockar’s attention). Obviously, we followed the prompt and immediately stopped driving after 20 minutes.

18JUL

I contacted Troy Thompson, Service Advisor, on (08:38 & 09:11) to explain that the smoke was still there and explained. He stated that (1) the technician did not smell any smoke and (2) no post checks was undertaken after fixing the vehicle (i.e. taking it out for a run). As you can imagine, I was totally unsatisfied with this response and kept on stating his line manager was not available, and refused to provide his name and contact details. I sincerely hope that all calls are recorded, as this will clearly confirm poor customer service & refusal to put things right.

CCTV on Rockar’s premises would clearly confirm that smoke was emitting through the exhaust whilst on their premises (30JUN to 02JUL), which is in stark contrast to the ‘green’ status given by Abdul Monnan, Technician, diagnostics report (10:46am on 30JUN) – please see attached for ease of reference.

Swanley

The above issues has been further compounded two “last minute” cancellations to resolve issues surrounding technical issued within their workshop & staff absences due to COVID-19 illnesses & vacations on 30AUG & mid September respectively.

Please note that our car has barely covered 60k miles and has been up-to-date with annual service. We were initially charged £3,689.90 for timing chain replacement (which we have been assured by Group 1 is totally unrelated to exhaust issues), two tyres and DPF regeneration. Now having to bear the brunt/ being unfairly penalised for Rockar’s ineptitude & lack of transparency in having to forgo another £3k which could have been addressed on 30JUN & my family being without transportation for over 2 months.

"Don’t buy from rockar"

I’ve put 1 star as I can’t put less, absolute abortion of a Company
Don’t bother buying from Rockar Land Rover London, poor customer service, purchased a brand new velar, we had it delivered to our home and it had been repaired poorly it had runs in the doors, dirt in paint, filler in the door, over spray on the car, even masking tape on a trim where it was masked up, I have been repairing and painting cars for 23 years and it’s pretty shocking considering it’s meant to be a luxury car company, we sent it back they have driven our car that had 13 miles on the clock it now has 50 miles.
It was meant to be delivered to us today at 5pm that changed to 7.30-8 pm
They then call us to say it hasn’t been rectified properly and there’s still runs in the doors!
Shocking service they have 60k of our money, I’ve asked for a new replacement car and was told it will take 8 months and they won’t let us keep the courtesy car if we want a new one,
Their customer service if you can call it that is absolutely shocking

Take my advise go elsewhere save yourself the hassle and upset
Shame on you rockar

"SERIOUS APPEAL FOR HELP"

SERIOUS APPEAL FOR HELP - can anyone in London area please call in to Rockar Land Rover Offce and show them how to use a telephone.

I honestly fear in this "Digital Age" a company like this has lost ALL of its customer service values.

4 phone calls over 2 weeks and still no returned call.

All I can think is everyone must be busy with the volume of new cars arriving into UK right now.

If I were JLR with all these supply constraints I'd seriously be looking to cut dealers that do not meet basic Customer Service Standards, starting with Rockar.

I've now had the experience of their sales and service and to be honest I have had better service from FIAT with my daughters 500, and I could buy 20 of these for the price of a Range Rover.

Got a call in with Service and Sales.... let's see if this factual positive review does the trick.