Pentland Land Rover Edinburgh West - Edinburgh

One M. &. H. D.

I purchased my Discovery 5 over two months ago, and my experience has been nothing short of frustrating. Shortly after the purchase, I discovered that a wheel was damaged and the windscreen was not in proper condition (dangerous in certain light conditions). There is a chip which I was told to my face that it was repaired, this was a lie & it’s still there. Despite numerous emails (9 unanswered in total) and follow up phone calls, obviously by myself the issues are still unresolved.

One of the pathetic excuses I received was that the manager was on holiday for over 2 weeks! It's hard to believe that in such a massive company, there is only one manager who can make these decisions. This lack of support and responsiveness is unacceptable, especially for a brand that prides itself on quality and customer service.
I have since spoken to the sales manager, he then responded with an uncommitted email, I replied and asked specifically if he is going to look at my wheel & windscreen…….you guessed it, still waiting!!

Overall, I am extremely disappointed with my experience. I expected much better service from a well-known company. Unfortunately, I will not be buying from them again and would caution others to think twice before making a purchase.

Scott M.

Family has variously bought 3 approved used Land Rovers (all with extended approved warranty) from Pentland in last 6 months, (over £150k), the most recent being an approved used 2021 Evoque (with extended 2 year warranty ) in January 2025.

Less than 24 hours after taking delivery, obvious corrosion was noted on both front window frames (see photos) and immediately reported to the salesman, expecting an easy warranty repair.

To my great disappointment, I am told that JLR refused warranty claim but Pentland undertook to repair ‘in house’ (again - see photos - is it too much to expect that JLR might be even remotely concerned about obvious corrosion on a 2021 vehicle?).

12 weeks on however, and after repeated delays and broken undertakings including:-

“My manager is at the dentist”
“One of our drivers is off sick”
“We’re waiting on parts”
“I’ll come and collect the car myself”
“The parts are on back order”
“The parts are here but have been damaged in transit”
“The next phone call will be from our customer services team”
“Someone will call you first thing in the morning to arrange”
“Can you take the car to Dundee?”
“The parts are available and will be here on Friday”
Etc, etc

I still don’t know if the parts have arrived, where, when or how my car is going to be repaired (if ever?).

Clearly, it goes without saying that none of these undertakings listed above were ever honoured, but I have written records (texts/emails etc) to prove it should anyone ever bother to ask.

Even more annoyingly, I am given to understand that the parts requiring to be repaired/replaced are relatively inexpensive (circa £300 in total) and there are even YouTube videos which show how they can be fitted by a lay person in around an hour so I am at a loss to understand how this apparently straightforward and inexpensive repair is so difficult to organise.

Despite all this, and even the most recent undertaking given by the salesman (on Friday) to call me when he is “back in the office on Monday”, (it is now 7pm on Monday 21 April), this has never happened.

The numerous previous one star reviews are earily similar and accurate to mine.

Pentland (and in this case Edinburgh West) are great at selling cars but in my view (a widely shared one it appears) are absolutely dreadful when it comes to post sales customer service.

Indeed, if previous reviews are anything to go by, I don’t even expect much to happen as a result of leaving this one other than some insincere generic type of response indicating that they will ‘pass the message on to relevant management” with a promise that someone will be in touch.

Given my experience thus far, I’m not holding my breath but will gladly post any updates which indicate just how seriously Pentland approaches its post sales customer service.

Potential future customers beware.

UPDATE: 22/4/25. Grateful to receive a prompt and detailed reply, thank you.

I’m confused however as on the one hand, you appear able to provide a detailed explanation about the process thus far, specific to my vehicle, but at the end of the message, you suggest that you don’t know which vehicle I’m talking about and you don’t know who to contact.

Given that you also suggest that I contact a senior manager but don’t specify who or how (no names or contact details have been provided?), then I have elected to reply here.

For absolute clarity however, reg mark was SM21 OLN, took delivery on 30 January 2025, Pentland Edinburgh West, salesman, James Bauld.

UPDATE: 9/5/2025. Last contact was with ‘Rory’ on 23/4/25 who was now managing the issue. Was told car was provisionally booked in for w/c 28/4 for repair. Nothing heard since. Called seeking an update (after waiting further 2 weeks) on 8/5/25 and told he was on a call but would call me right back. Nothing heard. Called again today (9/5/25) to be told he’s on holiday. Are the parts in? Is anyone looking at this? - who knows….

A C.

Collected our new Range Rover Sport from Newbridge and we are so delighted with the whole process. Staff were all very friendly and Pauline ,our sales consultant,was truly fantastic in setting everything up and all within 4 weeks. 10/10

Elisabetta M.

I recently had my Range Rover serviced, and the entire experience was excellent from start to finish. The team was extremely meticulous, taking care of every detail. Being able to book both the service and MOT together was a great convenience, and the courtesy car provided was a real bonus — especially as I need the car daily to take my children to school.

A special mention goes to Morgan, who was absolutely brilliant. She stayed in touch throughout the entire process, keeping us updated at every step and promptly communicating any issues that arose. Her professionalism and attention to customer care made the whole experience stress-free.

I highly recommend their service — truly outstanding!

John C.

Staff as always were pleasant and professional since the moment you walk in and everything is in place for you.

Troy in particular was very helpful and knew what was needed and was an extremely polite knowledgeable and likeable
Represented the company and himself proudly

Michael O. (.

I’ve been dealing with Pentland Land Rover Edinburgh for over 12 years and the staff have always been awesome. I’ve bought three cars from them over the years, and the quality of care, attention to detail, and aftersales service has been consistently outstanding. They really go the extra mile to make sure everything is smooth, professional, and stress-free. It’s the level of service and support that keeps me coming back. Highly recommend Pentland Land Rover to anyone looking for a first-class experience.

mark L.

I thought long and hard about writing this review. As a loyal Range Rover customer my recent experience has been poor. My Velar has had problems with the automatic tailgate since purchase from new. I have made my dealership aware of this since purchase and each time it has gone in for a service they have got it working again but have said that the solution is not permanent and that it will need to be properly looked at. For my 3rd year service I again raised the issue about the tail gate not working. They serviced the car and said I would need to book in-for further work and would be in touch. Post service they never rang me back so after 4 weeks I again called them and was told that the tailgate was a common problem with the velar and that LR only offered a 6 month warranty on the such a problem. The dealership admitted it’s was a problem and that i was right to be upset but they said it not in their hands !!!

Bottom line is that this has been a problem since purchase, has never been fixed and now LR say that I have to have the car taken to the body shop and the cost will be borne by me (which will be significant).

This is not the type of service I expect. In my business if we make a mistake we rectify it at our cost. Here I feel I am being “nickel and dimed” and that the problem was one that LR always knew about but wanted out to fall out of the 3 year service warranty before addressing it.

I am in the process of changing my car and although I have had Range rovers for many years now this experience has put me right off. I am still awaiting a reply from LR but I do not expect to pay for the fixing of a problem that has been with the car since purchase.

Very very disappointing.

D D.

Want to give a fair unbiased and honest review of being an 2019 ipace owner of 4 years. Firstly the car has been very unreliable, in four years it's gone from 17k miles to 33k miles. In that time the car has been towed 3 times for leaking windscreens, brake and aux battery failures and multiple steering rack failures. Early on in 2021-2023 I'd say the customer service during this time at Edinburgh Newbridge was ok, prompt text messages, always had a courtesy car, had to battle a bit to get things covered on warranty but overall the best possible experience from a problematic car.

From 2024 though the experience has not been so good. When my car got towed in for the steering rack failure in December they had no car to offer me. It took loads of chased phone calls to find out when It will be looked at, and I was promised calls back numerous times but often didn't happen. In this time I had to escalate to Rory the site manager several times, often "he was in a meeting" or I had to quote consumer rights act and raise complaints at JLR online just to get things moving. It took 4 weeks to get the car fixed on warranty and sent back. I had to source my own hire car but after multiple escalations they did cover the cost. Fast forward to May I no longer have a warranty because it went up to £1500 a year. The steering rack failed again for a parts issue once again towed to site. After a diagnostic fee they charged me (which they eventually waved) it was found the rack failed due to a parts issue. 2 weeks later without a courtesy car they eventually repaired it only to damage another part in the workshop. Admitting their fault they fixed that the next day. I drove away hoping that was the last of it and looked to part exchange the car asap. I had a part ex lined up and 2 days later the steering went again! I had to cancel the part ex and lose a bit of value on my part ex value.

I drove it in again exhausted by the whole ordeal they fixed the ball joint attached to the steering a few days later. This time to be fair they gave me a courtesy car for that 1 day. Originally saying they were going to charge me they eventually waived it as it could have been caused by the rack failing twice.

As soon as I got the car back after a total of 7 weeks of it off the road in 6 months, I left it on my drive and had a home delivery part exchange to another brand. Just driving the thing gave me anxiety waiting for the next thing to fail so I didn't touch it. Finally it's gone and for me that's good riddance to JLR for me.

Personally I will never buy a land rover or jaguar again after this. In 25 years of driving I have never spent so much money on a car with so low mileage only to have these many problems and poor customer service. The response time was too slow, I expected a car when it was not my fault and tbh I should have been compensated more for not having a car for so long. JLR need to start acting like a premium luxury brand again cause right now you are likely to get a better experience and save a load of money owning a mid range brand.

**Add on Edit**
11/06/2025
I replied to the email that has responded to this comment weeks ago an not had a response. It's there to pretend they care.