ComplaintsforLand Rover of Thousand Oaks

• Initial Complaint

  02/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I am writing to express my deep concern regarding my recent car purchase from Land Rover Thousand Oaks, CA which has been marred by unresolved issues and a lack of communication. In August 2023, I purchased a 2020 Range Rover Sport, and during the transportation process, a crack in the windshield was Identified were identified while the vehicle was still on the dealership lot. Strangely, I was only informed of this issue when the car reached the port for shipping. After arrival, noticed small divots and missing paint attributed to a hailstorm and issues with the brakes. Which I reported to the sale representative (I have all the communication). Upon reporting the windshield crack, the dealership assured me they would cover the replacement cost. However, upon inspection at Safelite, it was deemed irreparable, necessitating a complete replacement. Additionally, concerns about apparent hailstorm damage and divots were not adequately addressed. Further compounding the situation, issues with the brakes, initially dismissed as normal by the sales representative, were not resolved despite assurances from the subsequent point of contact, Eric Tran. Communication with Eric ceased in January 2024, and he has since left the company. The current interim general manager, Melanie, pledged to provide an update but has not followed through. The Land Rover dealership in Honolulu indicated that windshields are available from other sources (dealerships), raising questions about the delay in resolving this matter. I urgently request your intervention to address these unresolved issues promptly. Your assistance in expediting the windshield replacement, addressing the hailstorm damage, and resolving the brake concerns would greatly alleviate my frustration and restore my confidence in Land Rover's commitment to customer satisfaction.

  Customer response

  02/20/2024

  Additional info on the brakes/rotors.

  Customer response

  02/20/2024

  Additional info on the brakes/rotors.

• Initial Complaint

  05/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was at this dealership for 4 out of 6 months. I had brakes changed and as I was leaving the dash showed ABS, BRAKE, HDC inactive, and Air Suspension inactive, took it back 5 times, still not fixed. After I got it back from sitting there for 3 months, I had a coolant leak, I took it in on Dec 30th, 2022, they said it was the cooling plate, charged me 2377.24 on jan 26th,2023 for the repair, came home with an oil leak the very next day, brought it back and paid 275 to fix the oil leak, wasn't the cause. Brought it back again on Mar 10, 2023 for the oil leak again and for the coolant leak again. When i picked up the car on Mar 17, 2023, they said the Oil leak was that they left the drain plug loose, coolant leak they said no leaks found. A few days later I had puddles of coolant under my car, what they fixed was not the issue. I took it to land rover Pasadena and they found it was the water pump that was leaking, i had that repaired at this other dealership for about 1600.00. Land rover thousand oaks harged 2377.24 for a repair that was not the issue. Just like the 275 repair for the oil leak that wasnt the issue. I tried to dispute this with my credit card companye and land rover thousand oaks LIED and said at no point did I ever indicate there was an issue. Maybe they need to look at the paperwork that stated coolant leak.

  Business response

  05/24/2023

  I am very sorry to hear about these troubles. Please allow us to gather records and sort out the issue. 2nd response to follow. 

  Customer response

  05/25/2023

  
  
  I am rejecting this response because:

   

  I want this case resolved fairly 
  
  Regards,
  
  E***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  06/29/2023

  We have reviewed this Complaint and find no fault with regard to our repairs. Mr. Beshara gave full authorization for the repairs that were made which also come with a one year unlimited mileage warranty which is good Nationwide at any JLR Dealership. In addition, it should be noted that due to his relationship with a Former Member of our Service Management team substantial discounts and No Charge repairs we made as well. Due to the complex nature and many
  components that make up the vehicles engine cooling system and the age of the vehicle additional components may fail. It should be noted that the new repairs he had completed were not at our Facility but made in Pasadena which is
  the new location of the previous Management team member. We can Service any future concerns but again, we performed our Service as authorized and will not consider any refund of services rendered. 

  Customer response

  06/29/2023

  The dealership obviously does not have its facts straight. I brought the car in for a coolant leak that started after my car was there for 4 months in a 6 month period. I told them it was spraying into the engine area. I was informed that it was leaking from the back, dripping to the front and then spraying all over from the fan, I specifically ask if they are sure because I didn't want to spend 2500 and then find out its something else. I was assured that was the issue. THIS IS WHY I APPROVED THE REPAIR. I TRUSTED THEM since I have been a customer since 1995. When I brought the car back for an oil leak that started the day I got the car back from the supposed coolant leak fix, I stated that I still see some spraying and maybe I didn't clean it well. I recleaned the engine area and still saw the spraying of coolant, I brought it back on March 10th, stating that the leak is still there, the oil leak is still there and now,  I am hearing a whining noise from the engine area. When I picked the car up on mMarch 17th, they stated that the oil plug was loose, after they changed my oil, they didnt hear a whining noise, it was the water pump bearing, and said "NO LEAKS NOTED AT THIS TIME". Few days later there was a puddle of coolant under my car and more coolant sprayed all over my engine. Thats when i decided its time to go elsewhere. Also to clarify, anything that was done at no change was because they screwed it up, it was a wrong diagnosis, or it was under warranty. My car was fine till I would bring it in for something and then new issues. My car went in 5mtimes for an abs brake light issue that happened after they changed my brakes, my front brakes took 3 trips to get them not to vibrate funny after they put ceramic pads on. And yes they replaced them at no charge because they did the brakes. My car being gone 4 months in a 6 month period was not right and that's whyimshouldnt pay for a repair that was not the complaint or issue. My waterpump was the issue and the cause of the whining noise that they could not hear. When my car was there in March 10th, the new manager wouldn't let me go back to see my car or what the issue was,,,, what was he hiding?
   
  Complaint: 20101822
  
  I am rejecting this response because:
  
  Regards,
  
  E***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I am a surgical nurse in the operating currently on a medical crisis travel assignment in Los Angeles, California. I owned a 2018 Platinum Edition Porsche Cayenne which I was considering trading for a new 2022 vehicle. The day after Christmas (December 26th) I visited the Thousand Oaks Jaguar Land Rover dealership. I was greeted by sales advisor M***** Diament and I inquired about the Bluefire 2022 Jaguar E-Pace SE on the showroom floor. She briefed me on the vehicle specs, encouraged me to fill out a loan application and advised that she would contact me when I was approved. December 28th I was contacted and told to come pick up the car and that I was approved. I owed $41k or so on my Porsche and they offered me $43k so I used the equity towards the Jaguar E-Pace as well as an additional $2k for down payment. I wash introduced to Josh the finance manager whom I signed the contract with and transferred the Porsche in exchange for an approval for the new 2022 Jaguar E-Pace. I received my contract, told my payments would begin on February 11th. J**** M***** wished me well and I drove off happy. The dealership and M***** called and emailed for me to give “positive” reviews which I happily did because up to this point it was all positive!! IT WAS ALL DISHONEST……….From the day I drove off the lot I received constant phone calls & texts from the sales advisor (M*****) asking for more and more and more information! No matter what I provided she needed more! Her text would say we were “all clear and good to go” but I was told that when I signed contract with Josh! They took my Porsche! What’s going on??! I’ve had this Jaguar now for 3 weeks and I get a phone call from Josh the finance manager who says I’m not approved and they need me to bring back the Jaguar!! WHAT??!! Now I have no Jaguar and no Porsche??! Total SCAM??!! Disgusting to basically lie and say I was approved long enough to profit and sell my Porsche. Now I have no car??! Just AWFUL! Unreal!

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