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Jaguar Land Rover Willow Grove - Service Center

2.0

14 Lifetime Service Reviews

900 South York Road, Willow Grove, Pennsylvania 19090

14 Reviews of Land Rover Willow Grove - Service Center

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October 16, 2018

"Better"

- R1294

The dealer had significant issues last year when it was owned by others. It has improved but I would always verify the Certification coverage's if you buy a Certified Land Rover.

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Recommend Dealer
Yes
Employees Worked With
Stephen Wisniewski
3.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
October 01, 2018

"Couldn't fix my new Velar on 3 different visits"

- Ding123

I bought a Velar this past January. Love the car but hate the service I received from the service department at Willow Grove. My Bluetooth and Sirius Radio wouldn't work and took it in 3 different times. They said my car was fixed each time. If they had checked, they would have seen that the issues were never fixed. I finally got fed up with them and took my car to the Land Rover dealership on the Main Line. Low and behold they fixed my car. They told me they would get to the bottom of the problem and they did. They had to replace the Infotainment Module Control. The Bluetooth and the Sirius Radio work perfectly now. Willow Grove either doesn't care or have very incompetent people working in the service department. I have purchased 3 Land Rovers and will never purchase another one from Willow Grove!!!

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Recommend Dealer
No
Employees Worked With
Bob Orozco
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
Bob Snyder
1.0
Employee Rating is a new feature allowing consumers to rate their experience with individual dealership employees.
August 29, 2015

"Exceptional professionalism, courteousness, and friendliness"

- Dogliver

From the time the receptionist answers the phone to the time you walk out the door, there is nothing but the best of professionalism. Everyone is knowledgeable, friendly, pleasant. You could talk to anyone and leave with a good feeling. They talk with you, not at you. Mike Smyth, Jr. is exceptional. Always smiling, pleasant, very knowledgable, trustworthy. He sold us our 2011 LR4, and every time I come in for service, he is always friendly and shows interest concerning the car even though it's been 4 years. This is our 3rd purchase from him! Hopefully we'll be back for another one!

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Michael Smyth, Jr, Jenna Jones
December 30, 2014

"Exceeds my expectations "

- Daddy

Always a great experience at the dealership , the team here is very knowledgable about their vehicles and always willing to go above and beyond to keep a satisfied customer !

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Michael Smyth, Jr, Jenna Jones, Todd Agostini
November 06, 2014

"Excellent Customer Service Experience"

- ikee

We have purchased 2 cards from the Land Rover of Willow Grove dealership. Exceptional value and impeccable service! I would highly recommend them for any new car purchase and/or service.

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Recommend Dealer
Yes
Employees Worked With
Michael Smyth, Jr
October 24, 2014

"THE WORSE CUSTOMER SERVICE AND HEIGHT OF PROFESSIONALISM"

- juli.jordan.9

The service manager that worked at my local Land Rover dealership quit. I own a Range Rover HSE. I was concerned about trustworthiness of the dealership in his absence and causally mentioned my trepidation to a friend. It was recommended to me to take my vehicle to Jaquar Land Rover of Willow Grove. I felt that was quite a distance to travel but after speaking to the service manager Brandon Best several times, I felt it was worth the drive if that would ensure that I was not taken advantage of. As a female I've experienced mechanics trying to take advantage of me and I was willing to go to great lengths to avoid that horrible experience again. Brandon made many representations and assurances to entice me to trust his service department. This dealership and service center turned out to be absolutely FRAUDALENT!! I was assured that if I broght my vehicle from DC to their dealership in PA that they would provide optimal customer service that I could rely on and depend on. They promised it would be woth my time and attention. This dealership has been THE WORST dealership experience EVER!! If there was a way to rate them with a -10 I would. They have been completely unprofessional and masterminds of the bait and switch. They have been indisputably untrustworthy and their personnel lacks even an ounce of veracity. The dealership issued an apology and made an offer to rectify their mistKes, missteps and fraudalent misrepresentations and then breached and reniged on there OWN offer and own words!! I should have expected nothing less considering their egregious deceitful inaugural behavior. Bill Marshall who is in a managerial position had the audacity to say to me to trust his word and the very next day showed how sneaky and untrustworthy he is. Tom Burton intersected a call I made to the owner Michael Smyth. He claimed he was trying to the resolve the matter when in fact he was only wasting my time with his unprofessionaliam instead of respectfully escalating the matter as I requested. I would not recommend this dealership or service center. I'm a lawyer and have decided after working to no avail with the dealership, to explore my legal remedies against them including filing a lawsuit for my damages and out of pocket expenses. If you have any other option to service your vehicle, take it. Take your business where it will be respected and appreciated, fully. They completely tried to take advantage of me.

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Recommend Dealer
No
Employees Worked With
Other Employees : Brandon Best
Nov 07, 2014 -

juli.jordan.9 responded

This dealership is a fraud! They post lies that they tried to amicably settle this matter with me. I never have even spoken nor met Jason who is their rep who responded to my review. Additionally, I did some digging and this dealership has a PLETHORA of blemishes and infractions against it. They referred me to their attorney with an email address at verizon.net who has yet to return any calls to him from me or my legal team and has not once called me on his own accord. Does this sound like a CREDIBLE or REPUTABLE dealership with reasonable actions to a service issue to you? BUYER BEWARE!! Should you have an issue with this dealwrship rather than them resolving the issue with a sense of urgency and respect for your business, they'll just make you an offer, reside it, bounce you around from one "manager" to another, avoid their responsibility and then have the audacity to refer you to an attorney who won't respond to you. Is this how you would want your matter resolved??? If you want the run-around, lies, misrepresentations, poor customer service, substandard care and personnel who will waste your time and be disrespectful, especially to women, then by all means, choose this dealership. If you want a dealeeship and team of experts and professionals who will value your business, purchase, time, energy and hard-earned money then this dealership is not where you should go!!! I truly wish someone had warned me!! This has been a nightmare and for a dealership for luxury vehicles this is an horrendous debacle!!

Nov 12, 2014 -

Jaguar Land Rover Willow Grove responded

Ms. Jordan recap of events: • Ms. Jordan, a friend of 20 years, contacted George Weldon on or around 10/8/14. She explained to George that she was having service issues at her local dealers in Maryland and Virginia. • Approximately on 10/8/2014, Ms. Jordan spoke to Brandon Best, Service Advisor, as George recommended. Ms. Jordan scheduled her appointment for the following week, 10/16/14 at 8:00 AM. • On 10/16/14 at approximately 12:15, Ms. Jordan called Brandon indicating she was running late and is still coming to Willow Grove and will be there as soon as possible but not offering a time. • At approximately 1:00 PM, Brandon Best had an emergency and had to leave work unexpectedly. • Ms. Jordan arrived at approximately 2:15 or 2:30 PM and she was immediately greeted by Steve Jr. Steve shared that Brandon had to leave for an emergency. Ms. Jordan was visibly upset that our service writer had to leave for an emergency. • Ms. Jordan removed herself from the reception area, locked her vehicle in the service lane blocking incoming traffic and continued to sit and wait on our golf cart outside the service drive. • Our most senior service advisor Bob Snyder (over 25 years of experience) offered to assist Ms. Jordan with her vehicle concerns. She requested that additional dealership management personnel assist her. At that time, both Steve Heath Sr. and Bill McFadyen our Service Director aided in assisting Ms. Jordan. Steve Heath Sr. convinced Ms. Jordan to allow us to write up her vehicle and have us evaluate her vehicle in Brandon’s absence due to his emergency. Steve agreed to waive our diagnostic charges. The Repair Order was written at 3:29 PM. • Ms. Jordan was offered a loaner car for use during her service visit. • At approximately 4:15 PM, Bob Snyder called Ms. Jordan and she returned his call quickly. Bob explained the vehicle’s needs and explained the repairs could be completed by 5:15 – 5:30. Ms. Jordan declined the immediate repairs and explained she would return the following morning to have the recommended wiring repair completed. The estimate given was $324.43+tax. She was apparently very happy with her experience at this point. • Ms. Jordan did not return the following morning for her scheduled appointment. • On the morning of 10/17/14 Ms. Jordan called Brandon expressing her disappointment that he was not there when she arrived and began by saying, “what are you guys going to do for me”. Ms. Jordan asked for all senior management and ownership names. Additionally, after Brandon apologized for his absence due to his emergency, she made the following demand from Brandon, “at least give me $100”. During this same conversation, Ms. Jordan became very threatening by saying that she was prepared to call Land Rover of North America and go on Dealer Rater and every review site and post a derogatory comments. At this time she made the statement, “You don’t know how powerful I am as an attorney.” • Between this time and the end of business, Ms. Jordan spoke to both Lynne Rideout and Tom Burton our General Manager. Based on her threats and the major disruption that Ms. Jordan had caused the dealership he decided to offer her $220 hoping that she would forever go away. This was no longer acceptable to Ms. Jordan and the more we tried to satisfy her the greater and more outrageous her demands became. • Bill McFadyen reached out to Ms. Jordan and offered another apology attempting to be nice and courteous and also offered to pay the local dealer directly for the repair we had recommended. Additionally, I explained in detail my rationale highlighting the fact she had made the commitment to come to Phila. two weeks prior. She asked if she could sleep on my offer but she would still move forward in making the appointment locally. I too spoke to the local dealer confirming the payment arrangements for the following Monday, 10/27. • The following day, Ms. Jordan and Bill McFadyen spoke, Ms. Jordan explained she would accept “my offer plus Tom Burton’s $220 offer”. This would be an outlay of over $544 and I explained this was not acceptable. • At this point, we discontinued all communication and sought legal advice. Please note that Ms. Jordan repeatedly threatened to damage the on line reputation of our company if we did not succumb to her unreasonable demands.

September 16, 2014

"Excellent service!!!!!"

- Jazzmen

My service at land rover willow grove was absolutely wonderful. Brandon is definitely the Best, and customer service was awesome as well. I will be returning.

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Recommend Dealer
Yes
Employees Worked With
Brandon Best
September 02, 2014

"Brandon really is the best"

- jaglover0950

As usual Brandon is the reason why we will continue to have our car serviced at the great britains. BRANDON BEST is the BEST hands down from start to finish.

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Recommend Dealer
Yes
Employees Worked With
Brandon best, Brandon Best
July 26, 2014

"OUTSTANDING CUSTOMER SERVICE (THANK YOU BRANDON BEST)"

- mikemcquiston17

Brandon made getting my car serviced easy. He was informative and had everything fixed in a timely manner and with professionalism. He is an honest and hard worker who will assure you that you are in good hands. I will be back in the future whenever my car need servicing. Thank you again, Brandon.

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Recommend Dealer
Yes
Employees Worked With
Other Employees : Brandon Best
May 23, 2014

"Horrible"

- brandon732

This is by far the worst dealership I have ever dealt with. I bought a 2008 Range Rover Sport 3 years ago and the experience was less than stellar, Mark Reilly was condescending and borderline rude. Throughout the years I consistently brought my car in for service at the dealership. The service advisors were mostly Ok, especially Brandon Best. When my truck hit 90k, everything went downhill. The customer service was terrible, as if my business didn't matter to them any longer (probably because my warranty would expire at 100k). I literally had to fight with the service department over the fact that I HAD a valid warranty when they had the truck for 2 weeks and couldn't figure out that the starter was bad (when the car wouldn't start). They actually charged me and then had to round me the following day when finally realized I did in fact have a warranty. 1 month later the car was back at the dealer with a blown PCV valve and again they had it for another week. Not a week later a connecting rod blew literally through the side of the block. When I got the car towed in, they tried to blame me for this happening. After 10 days, they finally lt me know that a new motor would be covered by my warranty. 5 days later they told me they were having trouble getting a new motor. After another 5 days they told me that Land Rover can't get me a new motor for at least 9 months and that Land Rover wouldn't cover a loaner car for that time period. So, as a result they wanted to just buy out the rest of my loan (13K) and send me on my way. Needless to sy this was unacceptable, after a total of 5 weeks, we finally settled on 21k for the truck. I was told that this was from the factory, but when I spoke with the factory rep Land Rover was only paying off the loan and the dealer was sending the car to salvage for the additional 7k. The dealer agreed to provide me a car at "their cost". After trying to charge me retail for the "service performed" and the CPO there was a net discount of 4k. Other dealers had the same vehicle with 12k less miles for the same price. Land Rover Willow Grove over charges for their vehicles, and outright rude and disrespectful. Tom Burton (General Manager) spearheaded this process and dragged his feet at every turn. There was no reason for this to take 5 weeks and more so, how can a dealer/manufacturer not get a motor for 9 months. If you want a Range Rover go somewhere else. Go to West Chest Land Rover, go to Allentown Land Rover, Go To Cherry Hill Land Rover. The price will be better, the customer service will be better and ultimately they will actually appreciate your business. If you want to be treated like crap, like your money doesn't matter and like they are doing you a favor; go to Land Rover Willow Grove. Just don;t sy I didn't warn you.

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Recommend Dealer
No
Employees Worked With
Other Employees : Mark Reilly, Jenna Jones, Steve Heath, Brandon Best
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