Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  2015 Range Rover sport was brought in after a breakdown. Was told that the vehicle needed a new engine. Went through the extended warranty company who paid majority of the claim. Less than 7 thousand miles on a new engine. The vehicle broke down again. Was towed to **'s British who informed me that the vehicle would require a new engine!!! How can this be? Was told that vehicle overheated and that engine damage occurred. Asked about the 12 month ****** mi warranty and was told that since it overheated, warranty was void. Here is the deal. The vehicle never showed any lights or had any indication that the vehicle was overheated. It simply just stalled out and when started again white smoke poured out of exhaust. My concern was that shop did not install the new engine correctly or sensors were not connected. Or we got a bad engine in the first place. 7 thousand miles on a brand new engine is absurd. Clearly there was another problem that caused this issue. I am requesting **'s install a new engine under the original warranty, or we come to an agrement on a settlement, but for me to absorb the full cost is unfair. If we can not come to any agreement. Civil proceedings will be my only remedy.

  Customer Answer

  Date: 10/09/2023

  Have not heard from the business. 

   

  I am about to start legal/civil actions.

  Thank you for your help in this matter

  Business Response

  Date: 12/05/2023

  Issue will be solved in the court system. 

  Customer Answer

  Date: 12/05/2023

   
  Complaint: 20671226
  
  I am rejecting this response because:
  As a business that bills itself as the only area experts in Land Rover repair and their strong customer **********************, to simply state that the court process will solve the issue, shows that they are neither experts nor do they care about their customers. They have an opportunity to work with me and find a fair solution. Which is why the lawsuit was initiated. They refused to accept any responsibility. Ok well court it is. 

  Sincerely,
  
  *********************

  Business Response

  Date: 12/07/2023

  Mr. ******

    I didn't know I was replying straight to you on here.  I was under the impression that you wanted to go to court since I was served .  I didn't get anything from BBB until after I had been served.   I have a proposal if you want to hear it.  We can do it on here or by phone,  Just let me know,    Thanks **********;

  Business Response

  Date: 12/07/2023

  Date Sent: 12/7/2023 9:32:05 AM
  

  Mr. ******

    I didn't know I was replying straight to you on here.  I was under the impression that you wanted to go to court since I was served .  I didn't get anything from BBB until after I had been served.   I have a proposal if you want to hear it.  We can do it on here or by phone,  Just let me know,    Thanks **********;

  Customer Answer

  Date: 12/17/2023

  Please reopen. I have not heard back from the bisiness. They apparently wanted to work something out but nothing was ever offered. I was contacted by their attorney but have no resolution. Thank you!