Brought our 2015 Sport in for an airbag light that they couldn't fix. Light came on randomly for many months. Once in the service department Jason Baisden said they couldn't replicate the error and noted that the car was still under the original warranty (I purchased the extended as well). I was told it was noted and would therefore cover any expense should it come up again. I was asked to bring it in when light was "on" which I did and they again could not fix the problem. Over the next few years the light has continued to come on, but I live ~60 miles from the dealership. I kept going back to this location because by this time the original warranty had expired (I have extended too) and it was in the records that this could not be fixed properly. Over the course of the next months I would randomly take a picture of the light coming on with the odometer/date and send to Jason as evidence that the problem persists. But, I couldn't bring it in with the light on because 1) I live 60 miles away or 2) the shop was closed for the evening.
Finally my wife brought the car in with the light on and was told it was our problem and the car was out of warranty. I then spoke with the General Manager Jason Lacher and explained the history and sent pictures of the odometer reading and the light illuminated. I sent multiple pictures of the light on and the odometer reading both before and after warranty expiration. Needless to say they decision was to say " it is out of warranty". They both acknowledge I brought the car in many times before the original warranty expired and they couldn't fix the problem, and when mentioning I purchased the extended warranty for exactly this type of issue, wait for it.......... "that's not covered under the extended!"
At this point it is a safety issue that they are unwilling to resolve. Forget about the documentation that they have of the history of their inability to resolve the problem.
Mind you this is a safety issue and I will hold Land Rover Houston North and Mr. Baisden and Mr. Lacher personally responsible should anything happen to the car or a passenger. I told this to them and they were fine with that outcome.
The beauty of this argument is that the part is $43.00, their labor is $1,323!! The brilliant and shrewd customer care agents representing Land Rover are willing to fight me over a $43 part and fixed cost. I can assure you I will spend more money than $43 making sure others know how they operate and treat their valued customers. I will be seeking out all places to review this dealership, and sending a letter to Sonic Automotive.
Customer service = D (but done with a smile). Prudent management of risk/reward of a potential safety issue = F. Investors should be careful when these types of risks are taking place inside an organization. Is it worth $43?