Land Rover Albuquerque

Land Rover Albuquerque responded

Thank you for sharing your experience. We completely understand how frustrating it can be to experience an issue like this, especially with a vehicle that is only three weeks old. In this case, our technicians found freshly chewed wiring in the engine compartment, which was causing the engine misfires. Unfortunately, rodent damage can happen at any location and at any time, and this type of damage is not uncommon in New Mexico. We regularly perform repairs related to rodent damage and work hard to get our customers back on the road as quickly as possible. While we understand that the age of the vehicle makes this situation especially disappointing, rodents unfortunately do not distinguish between a three-week-old vehicle and a three-year-old vehicle. We appreciate the opportunity to inspect the vehicle, identify the cause of the issue, and help get it repaired. Thank you for choosing us, and we hope to have the opportunity to provide you with a more positive experience in the future. Danny P. Brink General Manager Land Rover Albuquerque (505) 797-3600

zdas04 responded

I would like for anyone reading this to ask themselves three questions: (1) the invoice said that they observed "rodent footprints" in the engine compartment, the engine compartment is still factory clean, what material might these footprints have been left in? ; (2) The wires were returned to me and investigated under very high magnification, both wires showed circumferential splits 360° around the insulation that went all the way to the wire, the splits were 0.05-0.1 mm across--the smallest rodent teeth leave marks 1-3 mm and are never symmetrical, how did rodents split this insulation so cleanly?; and (3) why did I have to wait 5 days for "a new wiring harness" to be shipped from New Jersey when the repair was simply to re-terminate two wires? Rodent damage happens. No doubt about it. Rodents are wary creatures that look for unchanging conditions. A vehicle that never moves is a very attractive nesting location and vehicle damage is generally associated with nesting rodents. No nesting material was identified in my vehicle. I am a registered professional engineer who has been doing failure analysis for 56 years. The claim that the failed wires on my vehicle was their go-to of "rodent damage" to preclude a suggestion of manufacturing defect is disingenuous. This claim of "evidence" when none exists should be taken into consideration whenever making the decision whether or not to trust a vehicle to Land Rover of Albuquerque.

Land Rover Albuquerque responded

Hello, we're happy you found Pressley to be so supportive during your experience here at Land Rover Albuquerque. Please let us know if there is anything else we can do for you; we are more than happy to help!

Land Rover Albuquerque responded

Good morning. We appreciate the feedback. We are under new management and are working on improving the service department wash quality. If you would like, please come and I will be happy to have your vehicle re-washed at your convenience. We strive to answer every call with a live person, although sometimes the virtual assistant will answer in the event of an absence or if another call is in progress. We are sorry you are not satisfied with this system. Every one of our clients is important, and we would not like to lose you. Feel free to reach out to me directly at (505) 797-3600. Thank you, Danny P. Brink General Manager - Land Rover Albuquerque dbrink@Group1Auto.com

Land Rover Albuquerque responded

Hello Ms. Lawrence, we are sorry to hear that the low coolant light came on, while you were driving back home. I did watch the inspection video and it does show your coolant level right in the middle were its supposed to be, and that's why they did not top it off. They also did not see any leaks present. I can resend the video if you'd like. But I do agree with you that it is unacceptable. I know you live a long way away and would like to rectify any issues or concerns you may have. Please reach out to jfass@group1auto.com Thank you, Jon Fass Service Manager - Land Rover Albuquerque jfass@group1auto.com

Mary Lawrence responded

I understand what your test showed , But for me to drive literally 75 miles after the appointment and my car give me this warning all the way to Roswell something was wrong. You should have also topped it off. This is my 3rd time with inadequate service.

Land Rover Albuquerque responded

Hi, we're happy you found Presley and Andrew to be so supportive during your experience here at Land Rover Albuquerque. We are always more than happy to assist you if anything else comes up. Take care!

Land Rover Albuquerque responded

Hello, we're happy to hear you had such a positive experience with our team! Please don't hesitate to reach out to us if there's anything more we can do!

Land Rover Albuquerque responded

Hi, we are very happy to have provided you with such a positive experience! Please let us know if there is anything else we can do for you; we are more than happy to help!

Land Rover Albuquerque responded

Hi, we're happy you found our staff to be so supportive during your experience here. Please don't hesitate to reach out if there's anything additional we can do for you.

Land Rover Albuquerque responded

Hi, we're happy you found our staff Andrew to be so supportive during your experience here at Land Rover Albuquerque. Thanks for the recommendation, and have an amazing day!

Land Rover Albuquerque responded

Thank you for your kind review; we are happy to pass along your comments to the team here at Land Rover Albuquerque! If you have any further questions, please don't hesitate to reach out!