A £1,600 Nightmare – Avoid This So-Called 'Specialist
I had only recently purchased my Range Rover and wanted to give it the very best care. That is why I deliberately chose JLS. They advertise themselves as a Land Rover Specialist and promote their ability to update the official Land Rover Digital Service Record. I was happy to spend around £1,600 because I believed I was paying for specialist knowledge, professionalism, transparency and peace of mind.
Unfortunately, my experience was the complete opposite.
When I arrived to collect my vehicle after the service, the coolant was still being topped up while I was waiting. As a customer collecting a vehicle after a major service, this immediately caused me to question whether all of the work had genuinely been completed before I arrived.
After collecting the vehicle, I also discovered oil marks inside the car and a new buzzing noise from underneath the vehicle that had never been present before.
Another concern was the service invoice. It listed a number of issues that had never previously been identified or brought to my attention before I entrusted the vehicle to JLS. Despite these issues being recorded, the vehicle was handed back to me without any meaningful explanation, recommendation or discussion about how they should be addressed. I would expect a specialist workshop to explain any newly identified faults and discuss the appropriate next steps before returning a customer’s vehicle.
I also asked straightforward questions about the work that had been carried out, including which engine oil and transmission fluid had been used. Despite asking repeatedly, I was never given a clear answer. I also requested evidence that genuine Land Rover parts had been fitted, such as copies of the purchase invoices, but this was refused.
For a customer paying around £1,600 for a specialist service, I believe it is entirely reasonable to expect clear answers about the parts and fluids fitted to the vehicle.
When I raised these concerns while collecting my vehicle, the discussion became unnecessarily confrontational. My vehicle key was placed on the floor instead of being handed back to me, and I was told that I could either take it and leave or leave the vehicle with them if I wanted them to inspect it again.
I was then asked to leave the premises. As we walked out, the workshop shutters were pulled down immediately behind us. I found the entire experience deeply unprofessional and unlike anything I have ever experienced from a business presenting itself as a specialist workshop.
One further point that I believe other customers should be aware of is what happens if something goes wrong afterwards. When I later tried to pursue my complaint through an independent automotive dispute resolution scheme, I discovered that JLS was not a participating member, meaning I could not use that independent route to help resolve my complaint. Before committing to expensive work, I would encourage customers to check what independent consumer protection or dispute resolution options are available if a dispute arises.
I rarely leave negative reviews, but I feel it is important to share my experience so that other Land Rover owners can make an informed decision before trusting this garage with their vehicle.
I wasn’t looking for the cheapest garage. I was looking for the right one. I chose JLS because they presented themselves as Land Rover specialists, and I was willing to pay specialist prices for specialist service. Sadly, my experience did not reflect the standard that JLS advertises.
Based on my experience, I hope this review helps other consumers make an informed decision before entrusting their vehicle to JLS.