I have also experienced an unwillingness to accept responsibility for mistakes. Over the last 15 years, I have purchased and serviced 4 vehicles at Kanuz BMW and Kanuz Land Rover including a new BMW 550, a Ranger Rover Evoque, and 2 new Range Rover Sports. I am according to the sticker in my window a Knauz Preferred Customer. My last experience at Kanuz Land Rover Service was extremely disappointing. Conversely my experience at Northfield Land Rover was positive and very professional.
In November of 2019 I was involved in a front end accident with my Range Rover. After a general service visit (oil change, etc.) in February of 2020, I was informed of uneven wear on my front tires. On March 5, 2020 I brought my Range Rover into the Knauz Land Rover dealership for an alignment because there was uneven wear on the front tires. I was told the car needed a four wheel alignment, tire balancing and two new front tires. Allstate my car insurance company approved and authorized all the work recommended by Knauz to be completed. The aforementioned work was completed and I picked up my car on March 9th, total cost $914.95.
I started to drive home, driving North on Waukegan Rd. and my Range Rover kept pulling to the right. It was odd because, my Range Rover pre and post-accident had never had a steering issue/never pulled to the right or to the left. Thus, I turned around and took the vehicle back to the Kanuz Land Rover service center and explained that my car was pulling to the right. They printed out the alignment that was completed and showed me that there were 14 areas on the alignment spec sheet and prior to them completing the alignment 7 of them were in Red (outside of spec) and 7 of them were Green (within spec) and that post-alignment all 14 areas measured were Green (within spec). I said ok, but there is an issue with my car and it feels unsafe with the pull to the right. They said let me get the tech who performed the alignment to go on a drive with you. This time when leaving the dealership, I drove North on Hwy 41 (with the Kanuz Land Rover tech in the passenger seat) and as soon as we were up to the speed limit, I took my hands off the steering wheel and the car drove off the road onto the grooves cut into the paved highway shoulder letting us know that we were off the road. I repositioned us into the center of the lane and took my hands off the steering wheel again and the car again drove off Hwy 41. Then I did it for a third time and the tech admitted that something was wrong. We took the car back to the shop and he checked the alignment again and he made some additional adjustments and then provided me with a new alignment spec sheet, showing all 14 areas were Green (within spec).
It was communicated to me that all the work they (Knauz) completed was done properly and there must be another issue. I said ok, let's do the work to diagnose the issue. Initially they refused to complete the diagnostic work, citing that my insurance company had not yet approved it. I said that is ok, I will pay for it just like I did for all the other work. Then they said that it would take a long time and they could not do the work, they needed to send my car to their body shop to see if there was frame damage or bent control arms. Then they said they could not give me a loaner vehicle. Then they said they could not give me a rental car because the rental car location was not open. Thus, I left Knauz Land Rover with what I felt was an unsafe vehicle and called my car insurance company Allstate.
Allstate authorized the diagnostic work to be completed to understand the steering issue of my car pulling. Given that I am in the market to purchase 2 new vehicles and we are considering a (Discovery for my wife and a Range Rover Sport for myself), I called the Northfield Land Rover Dealership, explained my issue and asked if they would complete the diagnostic work. I also asked if I could get a Discovery as a loaner given that I have a family of five and that we are currently in the market for new vehicles. The Northfield Land Rover dealership provided me with a Discovery loaner vehicle, and they completed the diagnostic work and said the issue was the alignment and fixed the alignment issue. Northfield showed me that one of the front end alignment specs was Red when the vehicle was brought in and then showed me that they fixed it. Total cost $199.95. The good news is that my car now drives straight again on all roads including Waukegan and Hwy 41.
I provided all of the documentation given to me from both the Kanuz and the Northfield Land Rover dealerships to Allstate. After reviewing the information, Allstate said that they are not willing to pay for a second alignment when from what they can see in the documentation provided the first alignment done at Knauz was not done correctly.
Thus, I called Knauz and spoke to one of the service team members, and I left a text message (March 19th) for the service person who originally helped me to forward to his manager. I then called into the service manager (Joni) directly and left her an email on March 23rd. On March 24th Joni responded and said that she would like to see the alignment spec from the Northfield Land Rover, and stated that they believe that this is a tire issue. To Note: Knauz just put 2 brand new original Pirelli tires on the car and the other 2 rear tires were new original Pirelli in April 2019. After 9 back and forth emails, and me doing all the work to get Joni the alignment spec from Northfield, her email communication to me on March 30th was...
"After reviewing the alignment specs from both Northfield and Lake Bluff there is very little difference. The caster and camber are not adjustable in the front end on your vehicle and both alignments are in the green. Driving on the roads in my area there is a lot of road crown and my technician states that it was a road crown issue not a pulling issue on the test drive. I have discussed this with...Chad my Center manager and we are not in a position to refund you for the alignment you authorized."
In summary, the communication from Knauz has identified the pulling issue as 1) frame/control arm issue, 2) then it was a tire issue, and 3) now it is the crowns in the road issue. Really what it is, is an unwillingness to accept responsibility for mistakes.
Crowns in the road are not the issue here, a bad alignment is the issue here that caused my vehicle to be unsafe. The Knauz Land Rover technician can attest to sitting in the passenger seat with me driving and hearing the vibrations from the tires going off the road (Hwy 41) three times. Now that the alignment has been fixed correctly by Northfield Land Rover, the car no longer drives off the same exact road (Hwy 41).
It is not just the issue itself that is concerning here, it is how the issue has been handled that is extremely disappointing to me.