Bluff City Jaguar Land Rover

Service was not done on my [redacted] They lies about my problem with my car . They replaced the starter that wasn't the problem then they my motor is locked up . (Cannot turn engine over with wrench customer no.XXXXX invoice [redacted]. I paid 300 dollars for service that was not done on my car.They lies about my car service and the work they done on it. I'm retired To a refund Desired SettlementJust won't my money back because they didn't do nothing. Business Response On 5/4/15, the vehicle was towed in with a concern that vehicle will not start. The [redacted] has never been here for any previous service work. The technician found he starter motor would not engage but was receiving crank request voltage from the computer. We provided an estimate to replace the starter motor and re-evaluate. Upon installation of the starter the technician found mains power was not present at the starter due to blown maxi-fuse. He tried to bar the engine over with a wrench and engine would not turn. We contacted the customer and updated him on diagnostics steps taken and where we needed to go from here. He postponed any further diagnostics that would lead to cause of the engine not turning over. We refit his starter at no cost further cost to him and the service advisor explained his charges he was responsible for. I also spoke with customer and again discussed costs of further diagnostics needed if we proceed or what his cost were if we halt now. He was also advised vehicle would need to be towed from here. Mr. [redacted] said he had a trailer to pick the vehicle up with. I advised him that the trailer needed to have a winch on it as I couldn't allow staff to push a car on a trailer. When Mr. [redacted] arrived, he paid the agreed to amount without issue and began to load the vehicle. the service director called me later and stated that someone was jacking up a vehicle in the parking lot and trying to back a trailer under it. We went out there, as this is very unsafe. We assisted the customer in loading the vehicle to prevent injury and witnessed the customer leaving. The customer contacted me last week and requested money back due to some repair shop had gotten the vehicle running. I simply stated that he was charged for diagnostic time spent and he was the one who had postponed any further diagnostics or repairs. The customer had and an invoice faxed from another shop, which I reviewed. I spoke with Mr. [redacted] one last time and told him the invoice did not change anything as the concern stated the engine spins but will not start (when it was here it would not crank) and was dated over a month after him picking up his vehicle. He became aggressive and threatening. I politely ended the call.Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)People need to know about this dealership they r not honest. This service supervisor just lies about my car .

We delivered a fully operable[redacted] to dealer for repair of lights flashing when doors opened. Vehicle would not start when returned. On [redacted] Feb. [redacted], we delivered our fully operable [redacted] on a flatbed truck from [redacted] to dealer in [redacted] for repair of interior and exterior lights that flashed repetitively when the doors open. At the time the vehicle was loaded on the flatbed in [redacted] the car would start with no problem. Dealer's rep assured us that the repair could be made. On [redacted], Feb [redacted], dealer's rep called explaining we owed $149 for the diagnostic evaluation of the vehicle after 2.5 hours of work. The dealer demanded we commit to pay an additional $500 for evaluation because the dealer had no idea what was the cause of the flashing lights. Dealer made no commitment that they could discover or repair the problem if the additional $500 were paid. I advised dealer to return the vehicle to the deliveryman for return to [redacted]. Later, that evening, the dealer called to say that the driver arrived. Dealer demanded payment of $149 for diagnostic services to release the vehicle. However, the dealer did not tell me that the car would not start after their diagnostic evaluation. I later learned that the dealer attempted to start the car after their diagnostic evaluation but was unable to do so. Without informing me that the car would not start inoperable, the dealer instructed the driver to return the car to [redacted] in an inoperable condition. The car is now completely inoperable and will not start. Desired SettlementI would like a complete refund of the $149 paid to the dealer, the reasonable cost of any repair to fix the car so that it will start; plus the cost of transporting the vehicle from [redacted] to [redacted] and back. I attempted to contact the owner of the business to express my complaint. I was advised the owner was not available. Business Response Diagnostic charges were disclosed to the administrative assistant, whom the customer wanted everything set up through, before the vehicle was sent here. We discussed with the vehicle being 18 years old and the type of fault involved, that additional time may be needed. We exhausted well above the time allotted for preliminary diagnostics before contacting the assistant for additional diagnostic time. She had me contact the customer directly and I explained in detail what all was tested and what was needed next. Over two and a half hours were spent already and additional time was need to access specific modules to do further testing. No demand was made but I recommended an additional block of time be approved up front to prevent having to stop and make additional calls during testing. The customer said he would call me back but later that day a tow truck arrived to pick up the vehicle. I contacted the customer to see if he had authorized the vendor to pick up his car and to get payment if further work postponed. Once the customer declined any additional work, the technician finished fitting a few trim panels and I parked the vehicle outside in the parking lot. The tow truck driver arrived within 15 minutes and the vehicle would not start. Whatever may be going on with the vehicle is not related to any diagnostics or repairs we performed. We did refund the owner for the diagnostic charge as a courtesy and advised the customer if another [redacted] dealer could find fault related to our work, that the dealer could contact me. We provided the best possible service to a 18 year old car we haven't seen for almost 4 years for anything. The vehicle had not been driven daily for some time per the assistance and could have almost anything going on with it. We set the customer up with another dealer per his request and had the dealer reach out to him about transport to that dealer for further diagnostics, but we are not willing participate further as we are not responsible for any fault with vehicle. As I was the one who last drove the vehicle, I know the no-start issue is a new concern, unrelated to any work performed here.

I have taken my vehicle in 3 times and for 4 weeks for the same issue over and over. I got it back damaged yesterday.I have taken my vehicle in to them 3 times for the same issue of not cranking. I got it back yesterday and they had put 150 miles on my vehicle. It was left with 23 miles until empty in gas. Grease baked to the white leather in my car which I sent pictures of to them. I look further and there is body damage to my vehicle which I emailed pictures of as well. The service person [redacted] that has been emailing me says now that it is best he send me to someone else and Good Day.. Desired SettlementI want the real owner of this place to have my vehicle fixed and my door that is damaged replaced and the runner board at the bottom of the vehicle which is also damaged and the inside of me vehicle will have to be professionally cleaned. I asked them for an extended warranty price for weeks before the warranty ran out a few weeks ago and warranty man, [redacted] finally responds to emails from me several days later and said he has not had time to look up the warranty price.. This has been the very worst experience and lack of care I have ever received.Business Response Within an hour of my first hearing about any issue with the trim panel left loose and grease marks on interior, I had spoken with the customer to set delivery of a rental and have the customer's car picked up to rectify the issue. I had my detail department clean the interior leather, replaced the broken clip that secured the loose trim, and filled the vehicle with fuel. The damage to the RF door was pre-existing and I offered to meet with the customer to discuss that further or could deliver the vehicle back to them. We take pride in our work and this vehicle left not up to our standards so we went above and beyond to try to make up for any inconvenience.

Dropped my car off for leaking radiator fluid. Was told I needed a water pump. Did not resolve issue. Then told I needed an engineI took my vehicle to Jaguar on 6/25/13 because of leaking radiator coolant and check engine light. I told [redacted] the service guy at this visit that I was told by another car mechanic that I needed a motor due to the white smoke coming from the tailpipe. He assured me this was not a correct diagnosis and said that I needed a water pump. Had water pump replaced. About 1 week later, I noticed that the car was slowly leaking coolant again and I called Jaguar. The service guy [redacted] told me he could not get my car in until after July 4. I brought my car back to Jaguar and told that the reason there was still a leak and the radiator light was coming on was because I needed a motor. They stated that because they wanted to show goodwill, they would put something called "steel seal". I asked to speak with the dealership management and was told that he does not speak with customers. I called the Jaguar representative complaint line and was told that there was nothing that they could do. My car has been undriveable for the past 4 months until I recently put an engine in the car. I have brought this car back and forth to Jaguar with engine light codes since earlier this year. They are the professionals for this car. When I had another mechanic look at the codes for my car, they stated that the engine codes were already present before Jaguar installed the water pump. They already knew I needed a motor. I feel as if I was taken advantage of and jaguar was aware of the engine damage before they installed any other parts. Desired SettlementI think that Jaguar should reimburse me the $661 for the water pump. I left with a vehicle that they told me was not driveable 2 weeks later because the head gasket was blown, per [redacted] Business Response The 2002 X-Type Jaguar for [redacted] was driven in by the customer on 6/24/13. The repair order signed by the customer states that engine has coolant leak. There is no mention of any other shop diagnosing the vehicle needing an engine, nor does the service advisor remember any statement being made about this. There is also no mention of a check engine lamp being on this visit as commented in the Revdex.com case. The check engine light concern had already been addressed and the recommendations declined on a previous repair order dated 5/31/13. After the water pump was replaced, the vehicle was test driven three miles, washed, and then released to customer. Since that time, the vehicle was driven over 450 miles and even came back into our shop on 7/2/13 for an unrelated brake lamp issue. There was no mention of any cooling system issues on that visit. The last repair order in our history was dated 7/5/13 and states that the low coolant indicator was on- no visible coolant seen on ground. On inspection we found that pressure dropped slowly over time with no external leaks found. Since the pressure would not hold, a chemical block test was run to check for internal leakage. The block test confirmed that exhaust gasses where present in the cooling system. There is no way our shop could have predicted this internal engine damage when the vehicle came in initially for a coolant leak. It is unknown if the customer overheated the engine while driving with an active coolant leak, before the water pump was replaced, and it just took a while for the engine damage to surface or a gasket in the engine just failed due to the vehicle having over 130,000 miles on it. In the interest of customer goodwill, we offered to treat the engine with new product that claims to seal internal leaks which might allow her get some use from the vehicle without the immediate purchase of a replacement engine. We had treated a couple of other cars that had failed the block test with good results. This was offered to her at no cost with absolutely no guarantee of outcome. At that time I spoke with Ms. [redacted] and explained all this and that it was necessary to replace the water pump and that we would not refund money related to that repair. She was aware that Bluff City was going to absorb the cost of the Steel Seal treatment, which was slightly over $200.00, and that it was a goodwill gesture and not because of any responsibility related to the issue with her Jaguar.

The sales people including general manager misled us to believe the vehicle had feature this vehicle did not have.We purchased a "pre-certified" vehicle that has spent 8 days in the service center being repaired of the 15 days of ownership. Purchased 12/30/13. 2013 Land Rover HSE. Purchase price: $95K plus taxes/fees.Desired SettlementRebate on vehicle for time out of serviceReimbursement for constant trips to the service centerOur trade in vehicle back and reimbursement of out of pocket costsFree service for time the vehicle is "pre-certified"Open to suggestions.Business Response The vehicle for [redacted] came in to service following sale on 1/02/14. It was brought in by customer to have accessories installed that were setup for future install at time of sale. Also, a new windshield was to be installed that had been ordered but had not come in at date of sale. The customer was aware of this and chose to pick up vehicle and return for repair at that same time. After pickup, the customer identified a couple of items that needed attention and requested they be addressed at time of accessory install. The soft close feature was not working on the driver's door and a seat belt was slow to retract. Both of these items required diagnostics and parts to be ordered. In addition, a small trim piece was scratched that required a sublet vendor to touch-in. To recap, the car came in on a Thursday and all items were diagnosed and parts were ordered. The accessories alone were almost a day and a half job to install. The install of parts to repair identified seat belt and door latch concern finished out Friday and a part of Monday. The windshield installation was finished by Monday afternoon and the sublet vendor repaired the trim on Tuesday morning. After trim had cured, the vehicle was sent back to the detail department to be re-cleaned for delivery back to customer. All work was completed by the end of business Tuesday (1/7/14). That was four business days, and half of that time was for install of customer purchased accessories. This six calendar day span included diagnostics, parts order and shipping, install time, a weekend, and scheduling two sublet vendors. I understand that excitement over a new car purchase could make this amount of time seem excessive, but all steps were taken to minimize the time to get the customer back in their vehicle.

Called to make a appointment with[redacted] for my 2007[redacted] car, told her the problems I was having. She did not informed me at the time of the appointment to either have someone to pick me up since the car is not under warranty or pay for a rental car which is $15 per day. Dropped car off on June 9, 2014 to Bluff city [redacted], explained to[redacted] two things wrong with the car. (1) oil leak, (2) tire sensor light continues to stay on. June 11, 2014[redacted] called to informed me that the tire sensor light is resolved, oil leak came from incorrect oil filter and brakes line pressure need flushing. I asked how much would that cost for the brakes line and[redacted] told me" I don't know" but I will call you back before you go to work.[redacted] never called me back, so the next morning I called her she said my car has been placed on hold and she didn't know why but would call back before 3:00 p.m., I asked again the price for the brake line, the answer was" I don't know". I finally received a voice message from[redacted] at 3:27 stating my car is ready. I arrive to pick my car up June 13, 2014 to be faced with outstanding charges for changing fluid for powersteering $230.74, flushing brakes $229.90 and tire sensor check $136.50. When questioning [redacted] she just stated they have to charge labor for everything they do but I didn't ask for powersteering fluid or brake fluid and[redacted] failed to inform of pricing before the mechanic performed the job! I spoke with [redacted] manager of the Service Department who states there is nothing he can do and[redacted] has been with the company for a very long time and she does not make those types of mistakes. I informed[redacted] about the disclosurer law, and about repairing items when there is no need just to make a profit. I feel as thou this a fraudlent act!Product_Or_Service: repairsDesired SettlementCompensation for interest on visa credit card.refund on power steering fluid flushrefund on brake fluid flush refund for rental car due to failure to communicate on initial visit I would need someone to pick me up or incur a daily charge of $15 for rental car.Business Response We have met with our customer involved in Case# XXXXXXXX and addressed her concern. Please close Case# XXXXXXXX.

Service Rep told me that I needed a latch and after getting the latch replace my door is not working. My Range Rover was towed to the dealership because my lock on the door wouldn't open. I paid for the dianostic fee to have it checked out.I called the service rep several times but couldn't reach him so I left a voicemail. He finally called back and told me that my vehicle had went into a deep lock and my door latch needed replace and it will cost almost $700.00 to replace. He gave me a form showing that the only problem was wrong with my vehicle was the door latch. I got the part from the dealership and went else where to get the latch put in. After getting the part replace the same problem occurred and I was told that the problem was never my Door latch that I paid 300.00 dollars for it was the key cylinder that cost 500.00 dollars. Just for the parts. I went back to the Dealership and spoke with the service rep about the misdiagnostic and was told by the same rep that now my vehicle can only be hooked up by their machine to a program software that can make it work. The rep did not make that clear when I paid for the diagnostic and if you have a person vehicle for a few days I would think that they should know what is the real problem by that time. I left feeling like he really didn't care now I have to ride around with a unknown lock door until I can get the cylinder fixed. He made it seem like I was trying to get something free and that was not the case. My locks still work on the inside so I asked can they just reprogram my key so I can lock my doors at night and I was willing to pay, he said they can't because I didn't get the latch done there. My latch had nothing to do with my key be programmed to lock my doors. I contacted the service manager today and never heard from him but when you walk in the service parts they are all in their office. The manager was not there when I came back in to complain today and they directed back to the same person I was having issues with. I am not trying to get my vehicle fix for free but the service rep act like he don't care and like he told me today this is not a regular car you have a Range Rover . Desired SettlementI just want my vehicle dianose right and if it has to be reprogram tell me the cost for it. I already have my door latch put in but the door will not lock from the outside because the key cylinder not because a software in the latch. If that's the case let me know the real problem not something just to gain more money off of people because it's a Range Rover. ThanksBusiness Response /* (1000, 5, 20**/04/13) */Contact Name and Title: [redacted]Contact Phone: XXX-XXX-XXXXContact Email: [redacted]@jlrbluffcity.comThe [redacted] Range Rover was towed into our dealership on 3/31/** with a concern that the vehicle could not be unlocked with the key. The technician performed a procedure allowing the vehicle to be unlocked from the inside. After gaining access to the vehicle, the technician could determine at minimum the LF door latch needed to be replaced but was unable to determine if other faults may exist or if the latch failure could have damaged other components. An estimate was provided replace the LF door latch and reevaluate for any other faults. The customer postponed any further repairs and scheduled to pick up the vehicle. The customer was charged the time to override the lockout but was credited $130.00 that would have been charged as diagnostics, due to no disassembly was done to provide estimate and tech was unsure if just the latch would repair issue completely.I am unable to speculate on why vehicle still ha a problem after supposedly replacing the part we identified since the vehicle was not returned for any further diagnostics. Some possible reasons include improper installation of the new part, consequential damage related to the failed part, and even possiblly a bad part out of the box.The simple truth is: The customer towed the vehicle here unable to open any door and was able to drive away for $235.71 including tax. That is a fair charge for what he received. If he would like us to diagnose the issue he now has with the vehicle and agrees to have us replace whatever part may be failed so I can insure proper installation, we will be happy to do so. If the new part is bad, the part will carry a warranty but customer will be responsible for labor costs as it was not installed by an authorized Land Rover dealer.