AutoNation Hyundai Hilton Head

Literally Worst Customer Service Experience of Lifetime 17 September 2017 As a service member who has served this nation honorably for the past 14 years, the word “service” means an awful lot 17 September 2017 As a service member who has served this nation honorably for the past 14 years, the word “service” means an awful lot to me. Today, rather than discussing patriotism or military service unfortunately, I am writing to you to inform your headquarters about one of the most awful customer service experiences in my lifetime, while attempting to get my 2010 Land Rover Range Rover Sport serviced at Land Rover Hilton Head before returning home to the United States after a 7-month deployment overseas. A bit of the backstory: I am an active duty service member (Marine) stationed nearby the above dealership, and prior to deploying overseas in early 2017 I brought my car into the dealership to get a service quote. Not wanting to get the work done in December of 2016 only to have the car sit in a garage for 7 months, the car instead remained garaged up until late July/August of 2017 a few weeks prior to my return from deployment. The original quote (from December 2016) was to have TPS sensors/computer replaced as well as a new trailer hitch wiring harness put on, so finally had my wife schedule an appointment to have this service conducted a few weeks prior to me returning home from 7 months overseas. My wife scheduled a service appointment for August 3rd which included replacement TPS sensors and/or computer and install the new wiring harness after the original broke. Of note, when she scheduled this appointment, my wife referenced the original quote, and reiterated with the service department that she would like everything done on that quote. When August 3rd rolled around and my wife arrived on-time with the vehicle, she was informed by the service department that they had failed to order any of the parts to complete the above service as originally desired, quoted, and confirmed with the service department. This already was unacceptable and completely uncharacteristic of a car company that prides itself on high-end automobiles and associated service. Therefore, my wife is left with only one option, and that is to reschedule the service appointment for a week later, once the service department can order the parts. They assured her that the car would be finished the same day and that they would give her a loaner car for the day. They also said that they would discount the service, due to the inconvenience. On August 11th, our next scheduled appointment, the vehicle is driven back to the service center for the second time now, adding that “the steeringwheel is vibrating over 50 MPH.” Before my wife can even get through describing the issue, the service department tells her that they “cannot honor her scheduled appointment” and that they are unsure whether they can “fit her in today” despite having a scheduled appointment on the books. After she gets flustered with one of the service managers they finally “honor” her scheduled appointment, but concede that they’ll “have to keep the vehicle for weekend” and “do not have a loaner car for you.” Again, not willing to accept such poor customer service, my wife - now basically stranded at the dealership - is left to beg and plead in order to acquire a loaner car (that she was originally promised) so she can fulfill other obligations and appointments without severe mental anguish or other adverse effects on her career and work status. After several hours when the dealership says they are “done” with the service, my wife returns to pickup the car. The service members refused to discount the service as promised. Additionally, the tow harness was quoted incorrectly at $200 more than the original quote- a small monetary amount was discounted, due to this error. When my wife drives away and yet again embarks on the 35 minute drive back to our home she discovered the wheel on the car is still vibrating profusely and all tires still have associated warning lights, meaning that the tire-pressure-sensors were completely neglected along with the severe vibrations. Jaguar/Land Rover Hilton Head returned an unsafe and incomplete work order to my wife despite claiming they had conducted the work as agreed upon, and despite my wife paying for the corresponding service. This car should not have been released to a customer in this condition, and more-so with a service department claiming they had completed the requested work when in reality they had neglected more than what they had completed. Mind you, this is all before having to conduct a 5-hour drive to North Carolina to pick myself up returning home from a 7 month deployment. The bottom line: they gave my wife a car in an unsafe condition to drive that distance, so my wife is left with no choice, but to return for a THIRD time now, this time on Monday morning the 14th, the same day I am returning from a 7 month deployment. (The whole purpose of getting this service done in the first place was so that my car was 100% ready to go upon my arrival home, with no maintenance concerns whatsoever.) When my wife returns for what is now the THIRD service attempt, she finds out from the service department that more sensors need to be replaced (which service knew upon pickup at the last appointment, but neglected to tell my wife), more parts had to be ordered, and that the alignment was never conducted as promised and agreed upon for the last service appointment. “Ok, well we’ll have to keep the car again, you’ll have to wait for 3 hours or more though”…My wife, unable to wait that long because she has to meet me at the Marine Corps Base 6 hours north from Hardeeville, SC tells the service manager: ”I cant wait for three or more hours, I have to pick up my husband returning from deployment later this evening and I need a car I can drive there reliably.” Initially she is told: “there’s not a loaner car for you, sorry.” After again succumbing to emotional stress and mental anguish in dealing with extremely unreliable service people, she gains up enough mental fortitude to seek the owner, who finally gives in and allows my wife to gain access to a loaner car. I return home from a 7 month deployment and a few days later my wife and I return to pick up the 2010 Range Rover Sport after our last obligation in North Carolina. When I finally arrive to pickup the vehicle for most assuredly should be the last time, we are charged nearly $2000 for some of the worst customer service in our lifetime, complete technical incompetency, and even worse customer service proficiency (or lack thereof). Any metric which a company might use to measure or assess its customer service team would have failed abysmally at Land Rover/Jaguar Hilton Head. But that’s not even the end of it: after all of this the service department forgets to turn off the “service required” light which necessitates a FOURTH trip (35 min drive) back to the dealership/servicecenter to get the machine hooked up and light extinguished. For something as simple as this…what else did the service department forget or neglect after they've already neglected quite a lot on multiple occasions? Did they leave a wrench or a rag somewhere it shouldn't be? Did they overlook another important safety related detail that would put me or my wife in jeopardy? Did they forget to safety wire something, or complete another vital wire connection? What else? Not-to-mention, all the while, that every time my wife scheduled an appointment for car service and the Land Rover/Jaguar Dealership in Hilton Head, she forgoes other work obligations which adversely affect her career, especially after having to reschedule and make the 35 minute commute to the service center on multiple occasions. Even that wasn’t quite the end…after further examination of the car a few days later, we realized someone in the service department took off every single tire pressure valve cap, and never replaced one of them. Seems like a small thing, but just shows how little attention to detail is given at a supposed high-end car service center. The customer service and Land Rover/Jaguar of Hilton Head is not only completely incompetent, but adversely affects real humans lives by causing unnecessary stress, mental anguish, while demanding severe inconveniences for people that are detrimental to their careers and livelihood. There is no longer trust and confidence in this service center and the employees, especially the service managers. They’ve already destroyed the Land Rover name with me and my family, have no conception what the word “service” actually means, and have such a lackluster attitude toward the product they “manage” that they’re allowing “serviced” cars to leave with “maintenance complete” when in reality they’ve overlooked so many aspects they give customers their vehicles back with severe safety concerns unresolved. I am a reasonable man, and understand that people make mistakes and that human-error is a fact of life. I would understand and tolerate a mistake or even two, but this is a pattern of repeated neglect and incompetence, and I have lost trust in the final product (service) so much so that I brought the same vehicle to a Firestone service center a few weeks later to have another set of eyeballs look over the vehicle. (And frankly, I was taken aback…the guys at the little Firestone Place in the middle of nowhere Mississippi gave me some of the best customer service I have ever had.) Why don’t you demand that of your affiliated dealerships? As a service member who has served this nation honorably for the past 14 years, the word “service” means an awful lot to me. Land Rover Hilton Head needs to undergo extensive training on what “customer service” means, with perhaps some changes in management to oversee the necessary evolution as they rebuild their service department. Tyler More

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