ComplaintsforLeith Inc

• Initial Complaint

  07/25/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a 2023 brand new Honda Accord from Leith Auto on May 5th. My car quit working on June 27th and again on July 4th. The first time they couldnt find the issue, the second time it stopped while i was driving and I took several pictures before it was towed for a second time to the dealership. They had to consult with Honda engineers and found it has a faulty transmission. I have called the dealership to speak with a manager about this car being a Lemon twice and still havent received a call back to discuss the issue. My car is still at the dealership, today July 25, 2023. I am disgusted in Leiths concern or customer service. I will not feel safe getting back into this car, not to mention since they have to replace the entire transmission, the car already lost value. I attached one of the 7 pictures I have with the alarming messages.

  

  Business response

  07/27/2023

  **************** car was towed to ** July 05, 2023. Our first update was at 4:24pm on the same day.

  We diagnosed the car and ordered a transmission on July 6th, updated customer at ******.

  July *********, checked on status of the ordered part. It still showed backordered with no release date. Updated customer. 

  As of this writing, the transmission is still not showing a release date. Ms. **** is still in our loaner car.

  She has inquired about repurchasing the vehicle, we have provided information to contact the manufacturer, including the part number, and critical/red ordered number

  ***********************, SM Leith Honda Raleigh **************.

  

  Business response

  07/27/2023

  Date Sent: 7/27/2023 10:13:10 AM
  

  **************** car was towed to ** July 05, 2023. Our first update was at 4:24pm on the same day.

  We diagnosed the car and ordered a transmission on July 6th, updated customer at ******.

  July *********, checked on status of the ordered part. It still showed backordered with no release date. Updated customer. 

  As of this writing, the transmission is still not showing a release date. Ms. **** is still in our loaner car.

  She has inquired about repurchasing the vehicle, we have provided information to contact the manufacturer, including the part number, and critical/red ordered number

  ***********************, SM Leith Honda Raleigh **************.

  Customer response

  07/27/2023

  They didnt contact me from this message, I contacted them. I am filing a case with American Honda as they have no ETA on the transmission as its on critical back order. I also wouldnt feel safe in this car. I wont be happy with this case until I am out of this car with all my money back and in a different car. 

  Customer response

  07/27/2023

  
  Complaint: 20372252
  
  I am rejecting this response because:They didnt contact me from this message, I contacted them. I am filing a case with American Honda as they have no ETA on the transmission as its on critical back order. I also wouldnt feel safe in this car. I wont be happy with this case until I am out of this car with all my money back and in a different car.
  
  
  Sincerely,
  
  ***** D***

  

  Business response

  07/28/2023

  It is our understanding that the customer no longer wants the vehicle, and does not trust it, since we are unable to get a replacement part. 

  We are unable to escalate the order any higher than it already is. We tagged it as critical, car down, red order, the moment we saw it as backordered. This is a brand new car. Unfortunately, ever since the supply chain disruptions, we have had many issues similarly. I am not sure, but suspect the replacement parts are being updated so as not to have this issue in the future.

  *********************** advised the customer on the most recent phone call that any consideration to repurchase the vehicle, and make the customer whole, would need to be directly from American Honda. We are not allowed to begin that type of proceeding. The customer will need to contact American **************** directly.

   

• Initial Complaint

  05/29/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Your location Leith Chrysler Jeep ****************************** Raleigh, ** ***** Saturday May 27th 2023 I purchased a ************* The car was for my daughter. She has a 747 credit score and perfect credit history. She wanted to purchase the car on her own. She had a job however made $1400 monthly but ******* advised they also accept offer letters which will show her making about 85k a year. I asked before we came what banks they use. ******* advised over 20 banks. Before they ran my daughter's credit..I asked them if they can use SECU and he said yes. ******* got permission to run my daughters credit and said he has to take it to accounting so they can call the bank .He came back with a little sheet for her to circle which rates we would agree with. We agreed upon a 60 month term at $798 on a 41k car. Then, all of a sudden he came back with another sheet of paper to circle what terms we want but at a higher monthly payments which was now close to $900 at ******************************************************************* written on paper. I have no idea were these terms or who these terms came from. The ********************* advised he is the middle man and has no control over the accounting ***** He also stated that now they want a cosigner since the offer letter is for a future job. I agreed to run my credit as a cosigner only. I don't know if this is The Dealership wanting this or the bank because it was a lot of "*****" being used. So basically It came across that they weren't gonna make enough money off my daughter so they used my credit instead. My credit score isn't as high as my daughter's ...and she will technically make more money than me. However my credit history is superb. While we were at the dealership a credit inquiry hit my daughter's profile then went away on Credit Karma...At this point we still haven't seen a contract. Afters 4 hours we finally are taken back to the finances and we are asked to sign all these other documents before a contract is even brought out. The contract had a over a 12% interest rate with **** down with a bank called Ally which I know is for bad credit. My daughter's credit is great...mine is good...I have never seen an interest rate on a car this high. There was no document given to ** or that was signed by **, that listed the credit scores they used to make this determination. I told my daughter in front of ****** that rates like this are unacceptable and when you have good credit ...these numbers should never look like this. I explained to her I'm signing because she is making payments and it's her car..however these numbers don't make sense....there was no transparency the entire process. Also, they had me listed as the applicant and my daughter as the coappicant. It was supposed to be the opposite. They made everything seem like a big secret with what one representative was doing. Before we signed ****** did apologize for the lack of transparency and put the blame on the ***************** that brought the paperwork in to him. Overall the 2 representatives I dealt with were very nice and pleasant to work with and the atmospherewas relaxed....however, I feel this company was purposely being deceptive to make more money off a higher interest rate.Just moving forward I made it clear to ****** and my daughter that we will refinance in her name only at SECU when she gets her official check stubs. ****** continued to apologize and told my daughter that when she decides to refinance or if she runs into problems to call him personaly and left his card. They told ** the whole reason behind them giving us 2 rate sheets to sign is because of the offer letter and the fact that is for future money and not proof of funds now. Moving forward...I feel the contract needs to be brought out first along with the actual rates and interest so you are not taken advantage of. I have never had a company conduct business in this fashion....I need a copy of both myself and my daughter's credit scores that they used to make the determination that my daughter actually needed a cosigner. This paperwork was never provided nor signed by us

  

  Business response

  06/13/2023

  Here are the details of the sale form the store...

  The daughter did not have income to qualify for a loan.  She had an offer letter for a new job she was about to begin.
  
  Initially, the mother did not want to co-sign and wanted to see if we could get an approval with just the daughter, using the offer letter.
  
  The mother and daughter called SECU while they were sitting in the showroom.  SECU told them they would not approve the daughter because she did not have the income and they would not accept an offer letter as proof of income.
  
  We showed numbers with just the daughter, based on her credit score.  Once they agreed, we then sent it for approval.
  
  We did not get an approval with just the daughter and the offer letter.
  
  We explained the situation to the mother and the daughter and the mother agreed to co-sign.
  
  We submitted the deal with the mother added and then showed them numbers based on an actual approval.  It was not "all of a sudden."  It took some time to get the mother's information, submit the deal and get an approval.
  
  They agreed to the numbers.
  
  The mother questioned the finance manager about the interest rate in the business office.  He explained the callback, that the loan is simple interest and that the daughter may be able to refinance the loan by herself once she started the new job and was able to show several months of income at the new level.
  
  They continued signing and completed the purchase.
  
  We believe they did not ask to see their credit scores. However the Equifax score we pulled was 616 for the daughter and 692 for the mother.
  
  The paperwork was presented, explained and signed by them. 

  Below is a copy of current avg rates for new and used cars from a third party as todays rates are triple where they were several years ago....

  In April 2023, automotive site Edmunds.com listed the average car loan interest rate as 7% APR for new car loans and ****% APR for used car loans. ************ *** Automotive gave the volume-weighted average rate as ****% for new cars and *****% for used cars as of 5/10/****************** rates are sales-weighted averages based on information from Dealertrack, a software used by auto dealerships.

• Initial Complaint

  02/17/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought a car from this company I received the car the car had water in the tail light (doesn’t pass state inspection) told my sales lady about it never got a response. I’ve called 4 time to find out about my warranty on my car and have never received a call back and could never get anyone on the phone to answer my questions

  

  Business response

  02/17/2023

  Please identify where you purchased your vehicle. 

  Customer response

  02/17/2023

   
  Complaint: ********
   I bought the car from leith Honda in Raleigh 
  
  Sincerely,
  
  **** ******

  

  Business response

  03/01/2023

  I apologize for not responding earlier. I wasn't made aware of this issue. We have resolved this with the customer. Everything is good

   

  Sincerely

  **** ******

  GM Leith Honda

• Initial Complaint

  02/15/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Regarding the false advertising of the estimated battery range on the 2021 ** ****, as it was advertised on your website and by the manufacture **********, which states that it gets an estimated 250-274 miles. As well as the salesperson and general manager *** ******* inaccurately reporting that the car got an estimated 250-274 miles on a fully charged battery. When I purchased the vehicle, I explained to ***** and *** that I had a daily commute of 160 miles or more to work. Was told that this vehicle would work for me as it had an estimated range of 250-274 miles. My car only gets 200-206 on a full charge; this is based on NOT driving the vehicle. Car has been charged 5 separate times and this is the only range. The day that I drove off the lot it was only 211; and called immediately back to the salesperson to tell them it was NOT the Est range advertised. The company failed to inform me of the accurate representation of the battery capacity range was based on the previous owner’s driving habits, therefore the range would be lowered due to the mishandling of the vehicle. This was NOT disclosed to me at the time of purchasing the vehicle so therefore an informed decision to purchase the vehicle was not accurate. The company failed to disclose that the battery should only be charged to 80% for optimal battery life. Was told the car could be reconditioned but company gave no indication on how to proceed. They provided me a one month payment for the car but after researching, it is not acceptable and I cannot drive the car for my daily job commute. They offered to buy the car back 35,500 $4000 less than I had purchased the car 14 days prior. Told me it was fair market value; offered to put me in another car asking for more money down. I refused thought i could try to make it work. I cannot make it work. The car sits in my driveway and I am unable to drive to work or use it. Service department says they have had complaints and unable to determine why it does this.

  

  Business response

  03/02/2023

  Any advertising Ms. ******** saw was estimated mileage from the manufacturer, ********** Auto group,  not Leith ********** of Cary as we do not estimate economy or range of electric cars. 

  It's my understanding through conversation with the salesperson ***** and the General Sales manager *** that Ms. ******** had done all of  her research before coming in and was adamant that she would only take an ID4. This is the vehicle that Ms ******** chose because she was insistent that she had done the research for options and range.  In the initial complaint as well as this one Ms. ******** stated that the car was represented as having an ESTIMATED range of 250-274. I'm sure that during her extensive research should be aware that there are a number of outside factors that can affect an electric car's range such as but not limited to, external temperature, driving habits, air conditioning etc. This was also explained in detail to Ms. ******** upon her visit and she was recommended a gas vehicle and she flat out refused, she was adamant on this car.  The range is an ESTIMATE by a third party company.  In this case that company is the EPA.  If you will refer to the window sticker (attached) it clearly states EPA/DOT rated Estimated range of ABOUT 250 miles.  Leith ********** didn't give, or imply that we estimated the range. It was always credited to the EPA.  The Range is an estimate as  it is impossible to disclose any exact range to any customers for electric vehicles (only estimates) as it would be an estimate due to the factors listed above. 
  
  When Ms. ******** expressed dissatisfaction with the vehicle, she was given multiple fair options to get out of the vehicle which she promptly declined.  One of which was to get into a fuel efficient VW Taos with no money out of pocket and a lower payment. She adamantly refused due to the fact that it wasn't a brand new vehicle. Unfortunately due to her credit, we were unable to get her approved on a new vehicle (which happened initially as well on the electric car) that fits the guidelines from the bank on credit bureaus in the score range of her credit. We offered Ms. ******** a satisfactory way out of the car with no money due at all and she declined.  We also offered to buy her car back for current market conditions and she also declined. We also offered a $900 cash option to make her first payment out of goodwill which she happily accepted and said that would make her happy and solve the problem.   I've attached the text she sent to General Sales manager *** ******* where she clearly stated if we make this payment, she will be satisfied and in her words " will leave you alone and not bother him anymore"
  
  In summary, It is the position of Leith ********** of Cary that we will not be buying Ms. ********'s vehicle back.  We didn't mislead, misrepresent or do anything that would constitute a buy back.  She did the research before she came in,  She was adamant on purchasing an electric car only, and was certain that her research showed that the range would be enough.   We gave her multiple opportunities to get out of the car and she was unwilling to take these.  Furthermore, Ms ******** says her commute is 160 miles,  If the car has a range of over 200 miles it would appear that this vehicle does have the range to take her to and from work. 

• Initial Complaint

  12/02/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I paid off my **** ********* Jan. 2022, I started reaching out to Leith Jeep in February 2022 trying to inquire about how to cancel my gap insurance. I left NUMEROUS messages and never received a call back. I work in and out of the local area, but I always have my phone with me. I also do not live that close to Leith and have hours that afford me to just stop by. I managed to get into the dealership on the weekend and not too long after and had to wait to speak to a financial person. I believe it was ******* The people I originally dealt with when buying the truck were not there, and may no longer be employed at that dealership. My wife and I showed the payoff to prove when the truck was paid from ******** **** and asked about having the gap removed and refund issued. We also asked to have it reflect the CORRECT date since nobody wanted to help us and we are paying for a service not needed. The person gave us an excuse and could not even tell us a refund amount. He said it was cancelled yet we still have NO REFUND and nobody will return our call. 3rd vehicle from here and will now be the last. Will go to the Jeep dealership 1.6 miles from my home for my Jeep needs and safe gas money!

  

  Business response

  12/06/2022

  We have spoken with Mr. ****** and shared our findings. The ******’s purchased their Gladiator from us November 19,2019. Our accounting department was notified on April 30, 2021 by their original lender they were paid in full April 26, 2021. Our accounting department issued a Gap refund check to Ms. ****** on April 30, 2021, and we have verified that check has cleared and was endorsed “for deposit”. Apparently Mr. ****** did not understand their refund had already been processed....

  Customer response

  12/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  There was a mix up in communications on both parties, but we have it all resolved.   I would like to thank Leith for being very reactive to my complaint and assisting me. 
  
  Sincerely,
  
  * ****** ******

• Initial Complaint

  12/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  11/29/22 Drop car off to Leith Honda on Capital Blvd raleigh. All dash lights on and a misfire code cylinder 4. Nhsta service bulletin ******, which was a service done. States clearly extended power train warranty. 19-038 states same, especially with misfires. Here's a snippet ( HONDA Service Bulletin 19-033 June 18, 2019 Version 2 Warranty Extension: 2016-18 Civic 1.5L: Software Update with A/C Control Unit Replacement; DTC P0300, P0301, P0302, P0303, P0304, or P0172; Whirling Noise from Engine Supersedes ******, dated April 5, 2019, to revise the information highlighted in yellow. AFFECTED VEHICLES Year Model Trim VIN Range Check the iN VIN status for eligibility 2016-18 Civic ALL with 1.5L Engine 1. REVISION SUMMARY Under BACKGROUND, information was updated. Under WARRANTY CLAIM INFORMATION, information was deleted. BACKGROUND Jnder certain circumstances, the vehicle may experience driveability issues, which may result in DTCs P0300 (random misfire detected), P0301 (No. 1 cylinder misfire detected), P0302 (No. 2 cylinder misfire detected), P0303 (No. 3 cylinder misfire detected), PO304 (No. 4 cylinder misfire detected), or PO172 (fuel system too rich) or a whirling noise coming from the engine compartment NOTE Check to see if the vehicle was repaired as stated in S/B 19-012. If a repair was completed as stated in S/B 19-012, see CORRECTIVE ACTION to determine if further action is necessary. To e ensure customer confidence i in our product, Honda IS extending ther powertrain warranty from the original 5 years/60,000 miles to 6 years with unlimited mileage from the original sale date This warranty extension applies to any enginecomponents, such as camshafts , rocker arm assemblies, or spark plugs, requiring repair due to damage resulting from hose concerns identified in the first paragraph. The ECU and TCM software is covered under the vehicle's powertrain warranty. Cars not fixed Refuses to honor manufacturer warranty Tells me 1-3 injectors bad $1400

  

  Business response

  12/13/2022

  Ms ******* car was brought to us with multiple lights on the dash. One of the codes was P0304 which simply means there is a misfire code on cylinder 4.

  There is a service bulletin 19-033 that states if we find ANY misfire code to perform 1. a reset of the maintenance minder 2. Perform an update to the PGM-FI and TCM software 3. Replace the engine oil and 4. perform a throttle body reset and PCM idle learn procedure.

  On some units it states to replace the A/C control unit, which we performed on this car, not due to a failure, but as instructed per this bulletin.

  After all this has been done, we were to check the car again to determine the reason for the misfire.

  The bulletin states if the reason is due to a POWERTRAIN FAILURE, then Honda has extended the coverage to 6 years, unilimited mileage.

  So we performed a diagnoses after the initial steps of the bulletin had been followed.

  As a result we determined this vehicle has injector failure.

  The injector on this car is NOT A POWERTRAIN ITEM therefore no coverage exists. We consulted American Honda, they have confirmed no coverage on the repair. AH is to call the customer soon to provide this information directly.

  The customer has made statements alleging that we don't want to repair the car under warranty, or that we have somehow blocked him from communicating with us, none of which is true. We are simply following the guidelines set out by our manufacturer for repair.

  Customer response

  12/14/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  

  American Honda IS still investigating.  Ongoing class action. Lawsuit. Service was not completed. They ignored the steps involving removing valve cover and checking cams, they didn't complete both 19-099 or 19-038. Which states anything engine related is warranties 

  American honda also states Dealerships do what they want, still waiting on honda of america. 

  Kicker is, everyone seems to want to punish for not having a unreliable and untrustworthy dealer work on a car. Magnuson moss act from the seventies states doesn't have to have dealer service vehicle for warrabty. 

  Ironically I was told the warranty wasn't extended by the dealer. Now they say it is. Irony.

  Per letters from honda of America. Anything related to the engine is covered. 

  Per service manager w a lack of customer service skills. Engines do not work w out injectors. 

  I've talked w honda of America and they have stated w in 5 days will reach out either goodwill or help cover. 

  Ongoing class action lawsuit dealing w faulty injectors w happen by oil dilution, 19-038 service bulliten. Which still wasn't completed. But done. 

  Funny when a consumer knows more then a "pro". I gave sb to service writer before even taken in . W fixes and how to diagnose.

  
  Sincerely,
  
  *** ******

  

  Business response

  12/14/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  American Honda IS still investigating. (on our side of Honda's investigation, we are complete. We have been told by the manufacturer there is no more action to be taken)

  Ongoing class action. Lawsuit. Service was not completed. (We leave any response to a class action to the manufacturer)

  They ignored the steps involving removing valve cover and checking cams, they didn't complete both 19-099 or 19-038. Which states anything engine related is warranties (19-099 and 19-038, which include some '17 Civics, are to be verified with a VIN status check on American Honda's dealer website. Neither are applicable to this VIN.) we are instructed to re-evaluate the cause after the initial steps in 19-033. "Engine related" is incorrect. The Powertrain warranty was extended, according to American Honda and our AH website, the injectors are NOT a powertrain item)

  
  American honda also states Dealerships do what they want, still waiting on honda of america. ("Dealerships do what they want" is incorrect. We have very specific guidelines to follow when performing work that American Honda is going to reimburse us for)

  
  Kicker is, everyone seems to want to punish for not having a unreliable and untrustworthy dealer work on a car. Magnuson moss act from the seventies states doesn't have to have dealer service vehicle for warrabty. (prior service is irrelevant to any decision in this matter. There are occasions, in other situations, where oil change records may be required, but not this case.)

  Ironically I was told the warranty wasn't extended by the dealer. Now they say it is. Irony. (There is no warranty extended by the dealer. POWERTRAIN warranty is extended by American Honda, injectors are not a powertrain item)
  

  Per letters from honda of America. Anything related to the engine is covered. ("Honda is extending the powertrain warranty from the original 5 years/
  60,000 miles to 6 years with unlimited mileage from the original sale date.")

  I think the customer is misinterpreting the next sentence in bulletin. "This warranty extension applies to any engine
  components, such as camshafts, rocker arm assemblies, or spark plugs, requiring repair due to damage resulting from
  those concerns identified in the first paragraph." AH is describing items that can have been damaged by a powertrain component failure. Ms ******* car is showing to have a fuel related problem, not a powertrain component problem)

  Per service manager w a lack of customer service skills. Engines do not work w out injectors. (responding to a question from the driver "How is the car going to run without injectors-paraphrased)
  

  I've talked w honda of America and they have stated w in 5 days will reach out either goodwill or help cover. (according to our contact from American Honda at 10:58am on 12/13/22, no assistance from AH)

  Ongoing class action lawsuit dealing w faulty injectors w happen by oil dilution, 19-038 service bulliten. Which still wasn't completed. But done. (19-038 also states to check the VIN status in IN.HONDA for eligibility. This VIN is not eligible.)

  Funny when a consumer knows more then a "pro". I gave sb to service writer before even taken in . W fixes and how to diagnose. (service writers have no business looking up bulletins. That is for the technician and shop repair staff to determine eligibilty.)
  

  
  

• Initial Complaint

  11/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to express my concern regarding an issue with the service department. On September 7th, I called to request an appointment for service due to my tire pressure light coming on. I was able to be seen that day and the tire was repaired after they found a nail. After my truck was washed I noticed the next day visible streaks on the windows of the driver side and rear driver side. I called and spoke with **** and we agreed that I would bring the truck in on Monday, 9/19 to get the issue fixed. That day, **** assisted me at the counter and later that morning I witnessed **** attempting to remove the stains but he had no luck getting it out completely. I was then instructed by **** to schedule a another time for them to work on the streaks and they would provide me with a loaner. I scheduled the service for Friday, 9/23 and came in at 8:30am after dropping my kids off at school. I was provided a rental, and within a few hours I got a call from **** stating the detailing department was able to remove some of the streaks, and the service manager wanted me to come down and take a look and see if I was ok with the results. I asked **** if the streaks were still visible and he stated “in the sun yes, but if you walk and stand at a certain angle you can’t see them.” My reply to **** was that I wanted the streaks to be removed completely regardless of the Sun or angle in which you stand. Simply put, if the streaks are still present then the job is not done. **** stated that I could pick up my vehicle and have it for the weekend and I reiterated again, that I wanted the truck fixed—completely. When I initially brought my truck in for service my vehicle did not have these streaks, and it is the responsibility of this dealership to remove them. **** told me he would communicate my response to the service manager. I then asked what would be the next step and he stated that he had to speak with the service manager to find out. This issue has still not been resolved.

  

  Business response

  11/16/2022

  During the customer's service visit after we performed the repairs we offer a cash wash for the customer- we have a contracted company that performs our car washes and by accident the detailer sprayed a chemical on the customer's door glass and it caused streaks on the glass that was not removable.  We tried to two occasion's to clean the glass and remove the streaks but were not successful.  At that time we ordered the customer new glass to go in her car at no expense to the customer we received the glass and went to picked up the customer's car up from her home and delivered the car back after repairs were made.  Customer called me later that afternoon and informed me that when seeing the glass in the sun the tint did not look the same and provided me with multiple pictures to confirm.  Customer was correct and when the sun hit the glass you could see the difference in the red tint, at that time we ordered two new glasses again to replace the glass that we had just installed, the glass that we ordered had an estimated time of arrival of four weeks since that time the estimated time of arrival has changed and we have not received the replacement glass as of this time.  The replacement glass is still on order and has been upgraded to the highest priority, as soon as we receive the replacement glass we will contact the customer and replace the wrong color glass at no charge to the customer.

  Customer response

  11/17/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Suzan Williams

• Initial Complaint

  11/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my 2014 ****** for repair a year and a half a go, the car was diagnosed for a blown head gasket. After a year and a half. The diagnosed with another head gasket issue. All the work that has been done to the car in the past year and a half has been done by ****** of Raleigh. I ask that i be met half way on the 8121 cost of the repair and was rejected. Normally head gaskets do not blow 2 times in a two year span. I really believe by being a loyal customer and since this issue is very rare, and i feel something was not done correctly previously they should honor a loyal customer and at least cut the cost in half or pay for this repair.

  Customer response

  11/03/2022

  This is going to be a new charge for a blown head gasket. I just believe I should get some type of discount. Head gaskets doesn't normally need to be replaced a year and a half after a new head gasket has been put on any cat. I believe ****** knows this and as a loyal customer it should be met with the fact obviously something was not correct with the 1st head gasket repair a year and a half ago.

  

  Business response

  11/14/2022

  On 11/5/2020 Mr. ******** brought his vehicle in with 61891 miles with misfires on  cylinder 6. Tech found combustion gases in cooling system. Tech also found intake tube broken in half and duct taped together. We replaced head gasket and vehicle passed tests. 

   

  On 5/13/2022 the customer brought vehicle in with 90202 miles stating every few days the coolant level is low.  Tech found small leak coming from water pump. Tech replaced water pump  and new coolant hoses then verified no further leaks. 

  At this time we do not know how many days the vehicle has been driven with faulty water pump. This could cause head gaskets to blow if vehicles temperature cannot cool properly. 

  On 9/12/2022 the customer brought the vehicle in with 98569 miles stating smelling coolant and sometimes smoke coming from exhaust. Tech performed pressure test and indicated blown head gaskets. . Customer declined work and drove vehicle away. 

  On 11/4/2022 customer has vehicle towed in to replace head gaskets. 

  ****** Land Rover Raleigh doesn't feel responsible for damage caused by a faulty water pump.

   

  Regards,

  ****** Land Rover Raleigh Team

   

   

• Initial Complaint

  09/07/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a loyal customer at Leith for 15 years , I have a 2014 **** ******** that i have had all my services completed there . The service department inspected by vehicle and stated to me that i needed a cylinder replacement to fix a water leak coming in the engine. They stated that the inspection fee would be 149.00 and if i choose not to get repair done it would only cost me 149.00. The repair was quoted at 3500.00 to repair the cylinder head. I agreed to the repair. Leith torn the engine down and then they said they found another issue. the required a whole new engine to fix the leak. i told them at that point to just to put everything back together and return the car back to me in the condition i brought it in. They said it would cost me $2100.00 to put the engine back together not the $149.00 they originally quoted me for the inspection work. Leith has experienced certified mechanics and service advisors that should have been able to discuss all the possibilities prior to stating it would only cost me 149.00 if i decided not to get the repair made. They are now charging me 2100.00 just to put my engine back together with not other repairs, being made to to car. My cost to have the car returned to me in the condition i gave it to them is costing me 2100.00 with no material change being made to the performance of the car. I can be reached at ************ The car is still in the shop as we speak. ******* ****** ********

  

  Business response

  09/07/2022

  This customer approved the work at $2170. He's had a conversation with **** ***** Service Manager. The scope of work was explained and approved correctly. 

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On Friday September 2nd I picked up my *** from Leith Jaguar of Raleigh located at **** ******* ***** *** ******** ** ***** because they said my radiator had a crack and needed replacement. I did not question them as I do now, but after I drove my vehicle back home only ten minutes on the road and the engine begins smoking and coolant leaked on the ground as I puled over on the interstate shoulder. The tow truck came and towed my vehicle back to Leith of Raleigh and they said it was the coolant outlet pipes that are damaged. They would not stand by their work as they replaced a radiator I doubt needed repair and did not pressurizer or damaged the coolant outlet pipes. The service desk **** said it was not their fault. They do not stand by their work, they create work for themselves dishonestly. Leith of Raleigh should reimburse me for the radiator not damaged and repair the coolant piping that they either allowed to be installed incorrectly or they damaged ten minutes after I picked my vehicle up.

  

  Business response

  09/22/2022

  Customer brought vehicle in on 7/22 with a check engine light on with 75673 miles on vehicle.  Found pcv valve leaking. At that time we found the radiator leaking from bottom right side. The customer declined replacing the radiator at that time. Customer brings vehicle back on 9/2 after it had been driven 1449 miles with leaking radiator. We replaced radiator at that time and performed pressure test and vacuum fill and did not find any leaks or concerns. The customer takes delivery of the vehicle and drives away, 10 miles later the low coolant light came on and vehicle had steam coming from engine.  We advised customer that the outlet pipe was most likely weakened but the previous leaking radiator which couldn't regulate pressure properly. We installed new outlet pipes at no charge to customer to to the coolant system back to proper standards for testing. At this time we found blown head gaskets. We reached out to Jaguar Land Rover for assistance and they denied because the customer was the fourth owner of the vehicle.

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