Land Rover Troy

Subject: Formal Complaint Regarding Service Manager Mike and Unfair Loaner Vehicle Charges To Whom It May Concern, I am writing to file a formal complaint regarding my recent experience with Service Manag and Unfair Loaner Vehicle Charges To Whom It May Concern, I am writing to file a formal complaint regarding my recent experience with Service Manager Mike at Land Rover Troy. I have been a loyal Land Rover customer for over 10 years, and this was by far the worst customer service experience I have ever received. Initially, I did not want to bring my vehicle to your dealership because of the high repair costs and my past experiences of never being offered a loaner vehicle. However, on Wednesday and Thursday, Mike repeatedly contacted me by text, encouraging me to bring my vehicle in for service and assuring me that a loaner vehicle would be available if I came on Friday. Based on his repeated requests and assurances, I rearranged my schedule and drove from Detroit to Troy during heavy Friday traffic. When I arrived, Mike immediately presented me with approximately $3,500 worth of recommended repairs. I declined those repairs and authorized only an oil change. After I declined the additional work, his attitude shifted noticeably and unprofessionally, making it clear that his earlier willingness to assist was conditional and insincere. Before dropping off my vehicle, I clearly explained that I work in Detroit and would not be available until after 6:00 p.m. because of work obligations and family plans that had been scheduled months in advance. Mike assured me that would not be a problem. Later that evening, after I called to let him know I was on my way, Mike informed me that the dealership would already be closed and that I would not be able to retrieve my own vehicle. This directly contradicted what he had previously assured me. I immediately offered to return the loaner that same night around 11:00 p.m. if my vehicle could simply be left outside for me. Your dealership has drop boxes and regularly leaves vehicles out for customers, especially for drop-and-go situations, so there was no legitimate reason for refusing this request. Mike refused without justification. I then offered to return the loaner Saturday morning, but he informed me the dealership would be closed and I still could not retrieve my vehicle. Instead, Mike specifically instructed me to “just keep it until Monday.” At no point did he disclose that following his instructions would result in hundreds of dollars in rental charges. His failure to communicate this critical information was not only negligent but entirely unacceptable. I reasonably believed that keeping the loaner vehicle for a few additional hours—or even over the weekend under these circumstances—would not be an issue. Mike never revealed that I was expected to return the vehicle immediately that same evening, nor did he provide any alternative solution. After working all day, driving through heavy Friday traffic from Detroit to Troy, and being denied access to my own vehicle due to the dealership’s closure, I was left with no reasonable option other than to follow his explicit instructions. It is completely unreasonable and unacceptable that Land Rover Troy would deny me access to my own vehicle, instruct me to keep the loaner until Monday, and then attempt to charge me approximately $300 for doing exactly what I was told to do. This situation is the direct result of Mike’s poor judgment, lack of transparency, and failure to properly manage the situation. If I had been informed of any such charges, I would never have agreed to bring my vehicle in that Friday. I could have easily secured a rental elsewhere for significantly less. I also made multiple good-faith attempts to return the loaner well before Monday. I offered to return it Friday night and again Saturday morning. However, because my vehicle was locked inside your dealership and inaccessible to me, I was effectively prevented from doing so. I still had work and personal obligations to meet, and your dealership’s actions left me with no alternative. Several days later, I was shocked to More

I had an excellent experience from start to finish. The staff was professional, knowledgeable, and made the entire process smooth and stress-free. They took the time to answer all of my questions, kept The staff was professional, knowledgeable, and made the entire process smooth and stress-free. They took the time to answer all of my questions, kept me informed throughout, and provided outstanding customer service. It's clear they take pride in their work and genuinely care about their customers. I highly recommend this dealership and will definitely return for future service and purchases. Thank you for making this such a positive experience! More

Land rover Troy was Awesome clean and professional. .But Big Moe made you feel at home and made my 1st Range Rover purchase worth coming back..He the truth , he listened and showed up ..Excellent sales .But Big Moe made you feel at home and made my 1st Range Rover purchase worth coming back..He the truth , he listened and showed up ..Excellent sales Rep More

Moe did a great job. He made the process easy and smooth. Would recommend him highly. He made the process easy and smooth. Would recommend him highly. More

BIG MO is the BEST! Extremely friendly and easy to work with. BIG MO goes above and beyond, making you feel comfortable and calm while making a large commitment in purch Extremely friendly and easy to work with. BIG MO goes above and beyond, making you feel comfortable and calm while making a large commitment in purchasing a vehicle. By the time you leave you will feel like you made a new friend! I highly reccomend BIG MO to anyone looking for a new vehicle. More

I first worked with Moe back in 2024 when he guided me through my vehicle's lease-to-purchase transition. He made the entire process incredibly smooth and was exceptionally accommodating. What stands out through my vehicle's lease-to-purchase transition. He made the entire process incredibly smooth and was exceptionally accommodating. What stands out most about Moe is his ongoing dedication; he has regularly checked in over the years to ensure everything was running well and to answer any questions. Most recently, when I relocated to California, he went above and beyond by helping me navigate and complete the DMV paperwork to transfer my title and register my car in CA. Moe is an absolute pleasure to work with and truly goes out of his way to support his clients. Thank you, Moe! More

My wife and I had an excellent experience working with Moe Salha. We highly recommend Moe! Moe Salha. We highly recommend Moe! More

Very responsive, easy going and customer service focused. Overall did a very great job - thanks! Overall did a very great job - thanks! More

I bought a Range Rover from Moe and from the moment I began asking him questions, I could tell he was a standout among salesmen. His responses were more informed than most I have worked with over the yea began asking him questions, I could tell he was a standout among salesmen. His responses were more informed than most I have worked with over the years. In addition, I was really impressed with his emphasis on customer service. He made you feel like he cared about your experience with the vehicle. He then spent considerable time with me after the purchase explaining all the technology and features that the Range Rover has and helped me set them all up. I have been buying new cars for 40+ years, and Moe was a standout at Landrover Troy I must say. More