ComplaintsforJaguar/Land Rover of Chantilly

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ***** insinuated that I was wanting free work because I questioned him on warranty for a, repair from Feb, a continuous issue with my vehicle. I then told him I had no problem with paying and can pay but I want to know why the issue continues. The previous free work he was attempting to insult me on was actual work done without my verbal consent. I always ask to be called prior to anything being done its in all my records. So no I will not be scammed. Nonetheless ***** never introduced himself to me, and never once asked me what had previously happened instead he stated, we will not continue doing free work for you. Again I stated I could pay. No one asked for free work, I have asked and will continue to ask for someone to explain why this issue continues. Now ******* the GM spoke to me with such disgust. He came in hostile yelling about my milage. Demeaning me as if I was his 16yr old daughter. He belligerently belittled me, accused me of missing services, tried to bring up mileage through the whole conversation which has nothing to do with anything, as I am in fact up to date on service! Called me a liar, told me to read my owners manual multiple times. He even told me to top fluids off myself with water. WATER! The way he spoke to me I guarantee he would of never spoke to a white middle aged man in that way. I even asked him if he spoke to all of his customers that way. But I digress he continued with his verbal assault. Rambling on and on about everything but the issue with my vehicle. Extremely narcissistic when I just want to know why is the issue continuing. After his rant of my mileage his story changed to the longevity of my vehicle then finally all new vehicles have coolant issues. Yes, according to ******* all land rovers have this issue. Ultimately nothing was resolved. I dont even know if work was truly completed. I do not trust that anything was, repaired. I firmly think he believes I/women do not belong in such classy facilities. Yuck!

  Business response

  07/26/2023

  We are very sorry to hear about this. We have spoken to the dealership staff about this situation. They were trying to explain that the fluids and tire pressures should be checked every 3-6 months or before a long trip. It is normal on a Land Rover to top up the coolant level between services and this can be done with clear tap water. They did mention you told them the oil was changed at a national service chain and they may not know the proper techniques or have the proper Land Rover coolant on hand to top up the coolant. We will work with the service staff to make sure they do a better job with explanations. Please accept our apology to you as well as your husband who was present.       

• Initial Complaint

  01/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently took my leased vehicle in for service to the Richmond Jaguar/Land rover dealership located at ***** **********, ********, Midlothian, VA *****, knowing that I pre-paid for a 3-year maintenance package, I would owe nothing at the time of pickup. I was called by my service consultant and was told my vehicle was ready for pickup but that I owed a balance of $644.00. I expressed to him at the time that I shouldnt owe a fee because of the maintenance package I purchased. He said he didn't see such a package under my contract so he could not honor it. I provided him a copy of the contract, yet he said because it is not showing under my vin number, it could not be used as verification for payment. I reached out to the original dealership to inquire how I could have a signed contract for a service, receipt of payment, yet it not be visible in the system. I have yet to be contacted back to resolve the issue from either the purchasing dealership or the service dealership to resolve the issue. As a result, my car is being held hostage until I either pay out of pocket or they resolve the contract issue showing my pre-paid service plan. I have been without a vehicle for two weeks due to this issue. I am growing impatient at this point and will be contact legal counsel if this goes into next week.

  Business response

  02/09/2023

  Good morning. I received a call from a ************* in late December or Early January that the Richmoind Land Rover Dealer would not accept his physical maintenance contract or would not call Land Rover to confirm was valid. I called Land Rover and they had a glitch where it was not visible on the dealers side. They corrected it in a couple hours and I informed ************* it was corrected. Here is a copy of Land Rover's network showing it was completed and clained by the Richmond Virginia dealer. I do not understand why they would not just call Land Rover and have him back on the road. It just took me 1 phone call and 2 hours later was corrected on thier end.

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called the services department to schedule a maintenance/repair appointment for my jaguar I purchased from this dealership 4 years ago. The rep name was (William) who was extremely stand offish and was strong aggressive tone in his voice. He interrupted me multiple times and was speaking over me. I was trying to reschedule appointment because I live 3 1/2 hours away and wanted to schedule an appointment with a loaner if my car had to stay for repair. I was told that wasn't possible and I started I explained my circumstances and its not like a I have an electrical issue and need immediate services, I could even wait a month out. He showed no willingness to help. I ask for a supervisor he pout me on hold over 20mins and never check back with me within that time. Then, when he came back to the line he stated that there's no one around and that he was working with someone else. Just no care and showed lask of interest and support. After I expressed my frustration the service rep slammed the phone in my ear and said "have a good day" I called back and spoke with Sale department and explained what happen and ask to leave my contact info and have a supervisor to call me. I never received a call back. Just a bad experience and poor customer services just doesn't match the cost of service.

  Business response

  06/24/2022

  We are very sorry to hear about this from the customer. *************************** our service manager has spoke with the customer as well as our General Manager while she was here last Saturday getting service. To our understanding the customer should be happy now. 

• Initial Complaint

  01/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I brought my vehicle to the Land Rover Chantilly dealership to have it serviced for a general 84month/70k mile service check and also to do some suspension repairs that resulted from an accident. The vehicle was with the dealership for over two months. No more than a week after I picked up my vehicle after the service and repairs were completed, my vehicle overheated on the interstate. I had the vehicle towed back to a local auto shop near me and they diagnosed the cause of the issue. They found that one of the clamps that holds the hose connecting to the coolant tank was placed in service mode and never placed back into working/driving mode after the vehicle was serviced. This caused the hose attached to the coolant tank to pop off while driving and all the coolant to leak out of the tank and some into the engine resulting in significant damage. The clamp that was left in service mode had to have physically been placed into service mode by a mechanic or technician. The local auto shop also stated that the clamp wouldn't have held the hose while in service mode for more than a few days of driving the vehicle. The failure aligns with the timeframe from when the vehicle was serviced to when I picked it up and began driving. I hadn't had the vehicle serviced anywhere else in between the time I picked it up from the dealership and when the engine overheated. The dealer states they completed a 84 month/70k general service on my vehicle. General service on a Range Rover ****** explicitly states that hoses should be checked and may need to be replaced at this time. Circumstantial and documented evidence points to the dealership being responsible for the mechanical failure and damages incurred by the failure under their service. I have provided documentation from my local auto shop showing their findings and also a copy of the work order provided to me by Land Rover Chantilly documenting the service they provided.

  Business response

  02/18/2022

  This customer picked up the vehicle after having a major suspension repair completed after an accident and she did also do a scheduled maintenance service. The hose she is speaking of is 8 inches above the oil filter housing and is not a hose that is ever touched during a maintenance service or within easy reach. We do not know the condition of the hose or clamp as she took it to another shop and they replaced the hose clamp with a non oem clamp and than brought vehicle back in. This hose is far from reach and is not something that would be touched during any scheduled maintenance service. Form what it appears the clamp or hose might have failed causing this concern after it was picked up .

  Customer response

  02/22/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  These are the facts:
  It was the clamp attached to the hose that caused the mechanical failure, not the hose itself. The clamp failed to secure the hose because it was placed into service mode. In order to put the clamp into service mode someone had to physically place their hands on the clamp.  Given the timeframe between when the vehicle was dropped off for service (it had been driving fine before I dropped it off for service aside from the separate alignment issue I was having fixed) and the time the vehicle overheated, there is no possible explanation other than that a mechanic at Land Rover Chantilly placed the hose clamp into service mode causing the inevitable failure.  Driving the vehicle with the clamp in service mode will likely only hold the hose for a few days which is align to the time my vehicle overheated after I picked it up from being serviced by your dealership. 
  The original hose with clamp that failed were placed in the cup holder with the vehicle. Your own service representative, *********************** acknowledged that your mechanic(s) were aware the failed clamp was in the cup holder of the vehicle. 
  
  Regards,
  
  ***************************
  

  Business response

  02/23/2022

  The clamp that failed was not a part that is checked on a factory scheduled maintenance service. This was on the oil cooler under the vehicle and above the oil filter housing. These are spring clamps that apply constant pressure on the hose or line. The location of the clamp is not very visible and would only get touched if a repair is done in that area. The service mode you are referring to is the locked/unlocked mode which has to be done with a spring clamp tool or a large pair of pliers and is impossible to do by bumping into it. These spring clamps are used for two reasons by auto manufactures. One being they apply constant pressure do to the constant expansion/contraction of hoses/lines/component inlets. The engine area can go from below 0 when cold out to over 200 deg when operating causing large fluctuations in size. Two A tight screw on hose clamp will not pop off if extreme pressue builds up in a component causing major failure where a spring clamp is designed to hold only to a certin pressure insuring no major damage. 

  I would look into if anyone has ever worked in that area and possibly removed that spring clamp before? I know it shows four owners and two accident/damage reports so this may be hard to do. If the oil cooler had been replaced in one if the repairs this could be a possibility. It is possible the clamp has been that way since the car was manufactured and undo pressure from an internal fault caused the hose to pop off. Unfortunately this would be impossible to tell at this point. This Jaguar was only here once so we would not have any past service history. 

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