ComplaintsforLand Rover Knoxville

• Initial Complaint

  07/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  We feel we were overcharged for the lack of service and also the neglect performed during the inspection. The two things that we requested for repair was a check engine light and the brakes. Land Rover performed a 150,000 inspection and claimed that brakes were not needed and they found the engine light was from a purge valve not opening. We paid the $3897.05 invoice ($850 of this was for the inspection) and as soon as we drove it off the lot, just a couple of miles and the light came back on. We took the car back in and were told it was repaired and there would be no charge. Left again thinking it was repaired and the engine light came back on the next day. Back to the shop again and this time we were told it needed a charcoal cylinder and that it was going to cost another $600 of which we refused and picked the car up. We then took our car to get serviced at another dealer and the mechanic found some missing bolts from the turbo and that we definitely needed new brakes and rotors. So if an actual inspection was performed the mechanic should have seen the missing bolts from the turbo and noticed the brakes needed to be replaced. Keeping in mind they had the car for an entire month and had it up on the lift several times. We feel we should be refunded some money for the insufficient work performed and the fact that we had to take it somewhere else to get it repaired. We did send an email to the Service Manager in June but to date we have not heard from anyone at Land Rover.

  

  Business response

  08/17/2022

  Business Response /* (1000, 8, 2022/08/02) */ this morning and apologized to him for my advisor not relaying the correct information to him because I do have records where the technician did recommend brakes, I explained to him that there was not a charge for a multi point inspection, he said that the other garage charged him 700.00 to replace the brakes and I offered to give him half of that back, he said he would talk to Tonya and would get back to me, this vehicle originally came in for a check engine light and a engine rattle at start up, that repair was performed and per Greg the rattle is no longer there, this is a 2014 vehicle with over 136,000 miles and there could be other causes for a check engine light, we are at fault for not communicating correctly with the customer, that's why I offered to split the cost of the brake job with the customer, I do apologize for not handling this sooner, but I have searched through all my emails and do not have any record where I was emailed or called, this complaint was the first I had heard of them not being satisfied with the repair, my goal is to satisfy the customer, i will update when a agreement has been made Consumer Response /* (3000, 10, 2022/08/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) 8/2 Called LR back and left a message for. There is some false information being given about brakes being recommended as stated on invoice#82375 that brakes were good at this time. If we would have been given email we would have been happy to email him but we were told to talk to the service Manager and he was the one we called and the one we emailed, several times. Only one time did speak to during this whole ordeal and that was the final time when he said the engine light was still on. The problem we have is regardless of the age of the car LR performed several thousands of dollars of unnecessary work. They did not fix the problem and were negligent in their inspection. 4:30pm still waiting on a call back from to see if we can agree on the $.

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently bought a used Land Rover from Land Rover Knoxville for a little more then $20,000. The vehicle had an issue with a maintaince light on and needed the turbocharger replaced before being sold to me. I was told by the employee that sold me the vehicle, "anything issues to do with the service on the turbocharger that we we perform will be taken care of, should something happen in the near future." A week and a half after purchase of the vehicle, I noticed I was loosing coolant pretty quickly. I brought this to the attention of a maintaince employee at Land Rover Knoxville, and he stated "it may just be an air bubble where we worked on it." I continued to check the coolant levels off and on for a month and continued to loose coolant and refill it quite often. I took my vehicle to a shop for a diagnostic and was told the turbocharger coolant line had a two inch crack in it and was probably damaged during the repair of the turbocharger. The mechanic stated "I would take it back to the dealership and tell them they need to fix it. The parts should have a one year warranty anyways." I took my vehicle to Land Rover for the repair, yet the person who sold me the vehicle now stated "I'm just the third party, I can't make that decision if the repair will be paid for by us." A week and a half after waiting for the repair without a vehicle, the repair cost me $731 after only 2 months of owning the vehicle, which I paid, when I was told completely otherwise before purchasing the vehicle. I feel that Land Rover was dishonest at the time of my purchase of the vehicle, and sold me the vehicle knowing there was an issue or damage that they caused during the repair of the turbocharger, and they did not fix it because they either didn't have the part or where in a hurry to get the vehicle sold.

  

  Business response

  02/08/2022

  Business Response /* (1000, 5, 2022/01/24) */ did purchase a 2014 Range Rover Evoque with approximately 107,000 miles from us on or about 10/23/21, he brought the vehicle to us on 1/3/22 with the complaint of a coolant leak, the tech did find that coolant was leaking from the turbo coolant return line, this is a common problem with these vehicles, the return line was not replaced when the turbo was replace due to it not leaking at that time, the sales departments cost for the turbo replacement was 3650.00, we would had replaced the return line at that time if needed, WAS offered a Extended Warranty at the time of his purchase, which he DECLINED, if any part that we replaced during the turbo repair had failed, it would had been covered under the manufacturers warranty, but unfortunately this part was not replaced at that time and was not covered. Consumer Response /* (3000, 7, 2022/01/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was offered an extended warranty, yes. This would have added over $5,000 to the purchase price and would have made the vehicle which was listed at $18,990, to over $25,000. Any average person would have obviously declined. The price of the turbocharger replacement is irrelevant to the situation as I was told "Land Rover policy is to fix ANY issues with the engine prior to us selling the vehicle". The vehicle could not have been sold regardless until it was fixed. The problem is I was told by my mechanic that there is a VERY HIGH PROBABILITY that the turbo coolant line was damaged during repair of the turbocharger and the dealership should replace it. I did bring in my vehicle a little more than a week after purchase and explained to a service representative that I was experiencing a leak. I was told "it's probably a bubble from where we worked on it or it could be the water pump as this is 98% of the time." Nothing was mentioned about the turbo coolant line. When I did bring the vehicle in for repairs, has an attitude and was disrespectful to the receptionist at their desk saying "I guess I'm not going to finish my test!" He took my keys and stormed out to my vehicle. As he typed up my service, he decided to help another couple and left me standing there well over 15 minutes without a response. Overall the experience was great at the time of purchase (OF COURSE IT WAS) and everything else dealing with the business has been horrible ever since. I would NEVER recommend their service department to anyone.

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