Constantly rude with refusal to accept responsibility - Ed
I have been a service and sales customer of this dealership for over 10 years and the quality of service has continually declined. I dropped our Range Rover off for a routine oil change and brake replacement. When I returned, the car would not respond to the remote to lock or unlock. Victoria Cunningham was my advisor and demonstrated no product knowledge or interest in customer service up to that point. She continued by denying any chance they could have been responsible for this new symptom which appeared to be that the key had lost its programming.
They key was approximately 1 year old because it was replaced during our previous service experience after being lost by the detailing department. Victoria told me that in order to re-program the key, all other keys needed to be present so I scheduled a time to return. My wife went by with the car and was appalled at how rude Victoria was in addressing her as well as the endless implication that we were trying to get them to fix something that was not their fault.
Ultimately they were unable to fix the problem at all. In the process of checking our other two keys, they tore the slightly worn buttons off of them to expose the circuit boards. When she arrived, one of the older keys worked fine. When she left, that key was essentially destroyed and no longer working. The newer key worked in the fashion the worn one previously had. We asked how that had happened and she said that what we were saying was not possible and again implied we were being dishonest. After 6 Land Rover products this one may be our last, but for certain it is the last experience we will have with this inept and dishonest service department. My call to service manager Ben Davis was not returned.
I've been a happy, loyal Landrover customer for four... - UnhappyLR3
I've been a happy, loyal Landrover customer for four years. I’ve enjoyed my car, haven’t had problems and had already begun to talk to my excellent salesman (Bob Lorenzo), about doing a trade in within the coming year for a newer, or new, vehicle.
That said, my loyalty has been put to the test this past week and a half. It all started innocently enough – I brought my truck in for a routine, 90,000 mile check up. There was nothing wrong with the vehicle, but it was due for its regular maintenance. It was supposed to be a 24-hour turnaround. I went to pick up the car and paid $1,400 in service fees – a bit steep, but worth it in my mind for peace of mind as I’m not a car guy and an ounce of prevention (or $1,400) is worth its weight in issues down the road.
As I was driving home (about ten miles), the check engine light came on. When I pulled into my driveway at home, my keyless entry didn’t work. I called the dealership and told them what happened and I was told to bring the truck back in, which I did the following Monday. I didn’t hear from Landrover again – no updates and no calls to tell me my truck was ready. So, I went to the dealership again – another $300 fee – plus an additional $400 for ordering a new key. I, again, paid it, even though in my own mind had a few reservations of having to pay again for service I thought I had already paid for (especially since there wasn’t anything wrong with my vehicle initially). You would’ve thought the dealership driver would’ve discovered the check engine light as he pulled my truck up to me to drop off. If for no other reason, out of a customer loyalty perspective, Landrover could’ve considered waiving the second wave of costs as an apology, for not doing it right the first time and for the lost time and trouble in having to come back. But, I said nothing.
After paying, I jumped back into my truck to head home – and couldn’t believe it: I now had a crack down the middle of my windshield. I had had three chips for some time - each for at least a year – from driving on highways and road trips. There were, however, no cracks. Now, however, I have an eight inch crack down the middle of the windshield. I told and showed my maintenance point person, Allen. He talked to his manager and came back saying it would cost $700 to replace it “at cost” – a “deal” he said was granted as an “exception to the rule” by the dealership’s manager. I asked to speak to the manager, laid out the entire situation as I have above, and the manager said, “The crack isn’t our fault –it would’ve happened to you sooner or later anyway, so we won’t cover these expenses. In fact, I’m going to lose money on fixing it at $700.”
What a horrible way to treat a customer. For a routine service on a car that had no issues, I ended up with a car with a check engine light, a key fob that didn’t work and a cracked windshield – and already out $2,100. Now, the dealership wants an additional $700 to fix the windshield they cracked? No way. Horible rating for a horible experience.