ComplaintsforJaguar Land Rover Reno

• Initial Complaint

  10/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a 2019 Discovery in Nov '21. Since then, I've had to bring the vehicle in multiple times, usually for a week or more. Luckily, each time it was covered under warranty. Unfortunately, the last time I brought it in, August, '22, due to what they termed "high-altitude turbo lag," which I experienced while in Tahoe, it's been a disaster. Not only did they not correct the problem, their service consultant (Van P.) stole my car and used it after work hours as his personal vehicle, driving it home, running errands and returning the following morning - for multiple days. The only reason it stopped is because I was able to track him on the Remote app and discovered it was parked at his house. I called the dealership as soon as I discoverd this. I took screen shots and have downoaded maps of his trips, so there was no way he could deny this. But, when confronted by his supervisor and manager, he lied and said I gave him permission. A dealership's phone recording shared by HR Dept. proved I did not give him permission to use my vehicle at his leisure. Since, then, the General Manager, Donny O*****, promised to work with me to come to a satisfactory settlement, as it was under his watch that his employee was able to steal my vehicle for multiple days, and the work was never completed to fix the turbo lag. He has not attempted to resolve this issue since our August 22, 2022 phone call, during which he treated me in a very condescending, unprofessional manner. He promised to call back later that day but I have never heard from him again. He's made sure he is never available to take my call; his voice mail is always full; and he's never at the dealership. They are lackadaisical and not resolving the turbo-lag issue, and I only have one month of warranty left. They have known about this since 8/05/2022, but just recently (9/26/2022) ordered the device needed to record the turbo lag, which will require multiple days if not weekd to install, record, review and repair.

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