Fields Jaguar Land Rover Waukesha

Mr [redacted] had his Jaguar XJL towed here and we opened a repair order on July 24thThe jaguar would not start and Mr [redacted] stated the car just shut down while drivingThe battery was dead and it would not crank overWe towed it to the back of the building to charge the batteryOn July 26th, we began looking at the carWhen we attempted to fill the cooling system with water it was immediately pouring outWe located at the water pump a massive leak and severe bearing damage on the pumpWater would not stay in the systemBob, my service writer contacted Mr [redacted] on July 27th at 9:21am stating that he would have a bill of $plus taxMr [redacted] agreed and we ordered partsOn August at 2:13pm, Bob called and left a message for Mr [redacted] again because when we took the engine apart to replace the originally found fail parts, we found a plastic tube melted into the intake manifold due to excessive heatWe were looking for approval for more time and parts for repairBob called and left another message on August 2nd at 2:33pmMr[redacted] called back saying he would stop in to see the parts before end of dayBob left work at his regularly scheduled leave time of 5pmMr [redacted] Came in after 5:and the receptionist called Bob at home for Mr [redacted] Mr [redacted] asked bob to over the need repairsBob told Mr [redacted] that without paperwork in front of him that he would be guessing at ANOTHER $Mr[redacted] agreedAfter repairs were made the tech drove the car and it has a slight misfire and white smoke was coming from the tailpipeThis is an indication of coolant in the exhaustThe tech the checked the cooling system and no external leaks were foundThe tech pressure tested the cooling system and found leakage in the cylinders likely due to the overheating of the engineWe recommended Mr [redacted] stated he was suing Bergstom Jaguar for not diagnosing the failing water pumpMr [redacted] is now saying we told him $to do the entire jobHe is also claiming we should have known it needed an engine before we did any work to itI tried to explain that when you have water pouring out a large hole in front without any pressure on the system, that you can not pressurize the system to find a very small leak in the back of the systemMr [redacted] brought his mechanic to speak to me on August 16th at 7:30pmI again explained what happened and why we could not find a small leak with such a large leakHis mechanic agreed with that statementI explained the confusion on pricing and why it needed a motor now since this motor does not handle overheating wellWe walked inside and meet another gentleman the came with Mr [redacted] and his MechanicWe discussed that we have a $per day storage fee posted in the shop and that the car had been done since August 2nd waiting for pick or motor replacementI told Mr [redacted] in front of the people he brought that I would not charge him if it was picked up by August 24th To which Mr [redacted] agreedI called Mr [redacted] on August 28th to tell him we would start assessing a storage fee as discussed and it need to be picked up since we are under construction and don't have any extra spaceMrSimmon's called me back saying he would only pay $because that is what Bob said at home and that it wasn't an additional $Then he filled out this Revdex.com complaint , that he shouldn't have to pay the original estimate but only the additional work claiming we never spoke to him prior to work being completed Michael [redacted] Fields Jaguar Waukesha

Thank you for giving me an opportunity to give our side of what occurred and what we have done about the situation Our contact with this vehicle start when Chihuahua Motors told us that they were trying to fix a misfire and during spark plug replacement they “shorted something out because not it won’t start” can we make it run againFields Waukesha found the Engine Control Module was not workingWE replaced and sent back to Chihuahua motors A short time late [redacted] called me to ask if we could look at the vehicle after Chihuahua Motors was unable to fix the misfireI said we could but it would be at least weeks before we could look at itShe asked if she could drop it off until we had timeTo which I said yes After the two weeks had past I went on vacation and no one looked into her vehicleShe contacted the manager that was here while I was away and the looked into the misfireThe car had no gas in it so we put a gas can full into the tank and went to drive to the gas station On the way to the gas station the low oil pressure light came onThe Tech turned it off and we towed it back to the shopFrank the parts manager called [redacted] to inform her about the low oil pressure lightWe gave her options on if she wanted to tear abort the motor to see what happened but then if we find it needs a motor, she will still have to pay for the tear downWe also offered a used motor optionFrank had the tech remove the oil filter to inspect for metal debris and none was found She asked to think about it and call us back [redacted] called back a few days later and said they will pick it up and sell to Carmax [redacted] the advisor told [redacted] not to drive the vehicle without oil pressure or it will destroy the engine completely and she should have it towedThat Saturday [redacted] came to pick up her vehicle and the receptionist told the carwash kid to make sure that the vehicle is not blocked itThe carwash kid did not follow instructions and instead drove the vehicle up to the front for the customerThe vehicle was leaking oil because the oil filter was not replaced because we were under the impression the vehicle would be towed away I returned on Monday to find the vehicle sitting where the carwash kid had parked it on SaturdayI found out all of the poorly handled things that had transpired and I was immediately dedicated to the issuesI called [redacted] and left her a voicemail that I would look into the situation and get back to herWe pushed the truck in and pulled the oil pan to see if the oil pump chain was broken or offWhat we found was heavy carbon and oil sludge deposits We found oil pump pick up was plugged with these depsoitsWe removed the oil pickup and flushed it out and scrapped out all the sludge we couldWe reassembled and drove the vehicleWe found the misfire was the coil and replaced itAfter miles of driving the low oil pressure light came back onWe pushed the vehicle back in and removed the oil pan againMore deposit but most likely from the cleaningWe did another oil change and filter replacement and put more gas in and drove againNo more misfires and no low oil pressure light Yes, my team did make a few mistakes but we could not have been the cause of the carbon and oil deposits which were the cause of the low oil pressureThat would be poor maintenance and up keepI spoke to [redacted] and her husband and told them I would not charge them for the coil, oil changes, or the repairs to fix the low oil pressure issues Those repairs would have been over $1,in services We feel that is more than adequate to make up for the few mistakes that my team has madeThe vehicle is complete and waiting for them to pick it up, however they are not sure what to do at this pointI have pictures of before and after inside the oil pan and a video to show them what was found [redacted] Service Director Fields Land Rover WaukeshaASE Master Technician and LSpecialist

I agree that the vehicle was driven from the back of the building to the front without an oil filter but it did have oil and a drain plug in itWhen we drained the oil to remove the oil pan we still had quarts of oil remaining in the engineThe capacity is quartsI have informed *** that the sludging in the engine from poor maintenance was the original cause of the low oil pressureI have attached pictures showing the heavy build up in the oil panI agreed to miles or one monthThis car came to us with a misfire and when we drove it we had low oil pressureWe can not speak to how long it has been an issue for you or Chihuahuau motorsThat is why we are only going to offer miles. You have also requested I pay for some of you rental costsI have agreed to $*** and her husband agreed to this and collected the vehicle last night at 2/24/

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]I was clear that the car was driven with out an oil filter and oil drain plug our concern is what damage my have been done to the engine as a result of the negligence on the part of the dealerWe believe a reasonable accommodation would be to also cover any engine oil related issues for the next 5,milesIf in deed the dealer is of the opinion that no harm was done to the engine as a result of it having been driven with out an oil filter and oil drain plug It should be an aditonal reasonable accommodation
Regards,
*** * *** *** * ***

I went to Jaguar Waukesha and spoken with the advisor Mike and we came to an agreement and he agreed to reduce the repairs which I did agreed

Mr. [redacted] had his Jaguar XJL towed here and we opened a repair order on July 24th. The jaguar would not start and Mr. [redacted] stated the car just shut down while driving. The battery was dead and it would not crank over. We towed it to the back of the building to charge the battery. On July 26th,...

we began looking at the car. When we attempted to fill the cooling system with water it was immediately pouring out. We located at the water pump a massive leak and severe bearing damage on the pump. Water would not stay in the system. Bob, my service writer contacted Mr. [redacted] on July 27th at 9:21am stating that he would have a bill of $1320 plus tax. Mr. [redacted] agreed and we ordered parts. On August 2 2017 at 2:13pm, Bob called and left a message for Mr. [redacted] again because when we took the engine apart to replace the originally found fail parts, we found a plastic tube melted into the intake manifold due to excessive heat. We were looking for approval for more time and parts for repair. Bob called and left another message on August 2nd at 2:33pm. Mr.[redacted] called back saying he would stop in to see the parts before end of day. Bob left work at his regularly scheduled leave time of 5pm. Mr. [redacted] Came in after 5:30 and the receptionist called Bob at home for Mr. [redacted]. Mr. [redacted] asked bob to re-go over the need repairs. Bob told Mr. [redacted] that without paperwork in front of him that he would be guessing at ANOTHER $500. Mr.[redacted] agreed. After repairs were made the tech drove the car and it has a slight misfire and white smoke was coming from the tailpipe. This is an indication of coolant in the exhaust. The tech the checked the cooling system and no external leaks were found. The tech pressure tested the cooling system and found leakage in the cylinders likely due to the overheating of the engine. We recommended  Mr. [redacted] stated he was suing Bergstom Jaguar for not diagnosing the failing water pump. Mr. [redacted] is now saying we told him $500 to do the entire job. He is also claiming we should have known it needed an engine before we did any work to it. I tried to explain that when you have water pouring out a large hole in front without any pressure on the system, that you can not pressurize the system to find a very small leak in the back of the system. Mr. [redacted] brought his mechanic to speak to me on August 16th at 7:30pm. I again explained what happened and why we could not find a small leak with such a large leak. His mechanic agreed with that statement. I explained the confusion on pricing and why it needed a motor now since this motor does not handle overheating well. We walked inside and meet another gentleman the came with Mr. [redacted] and his Mechanic. We discussed that we have a $50 per day storage fee posted in the shop and that the car had been done since August 2nd waiting for pick or motor replacement. I told Mr. [redacted] in front of the people he brought that I would not charge him if it was picked up by August 24th 2017. To which Mr. [redacted] agreed. I called Mr. [redacted] on August 28th to tell him we would start assessing a storage fee as discussed and it need to be picked up since we are under construction and don't have any extra space. Mr. Simmon's called me back saying he would only pay $500 because that is what Bob said at home and that it wasn't an additional $500. Then he filled out this Revdex.com complaint , that he shouldn't have to pay the original estimate but only the additional work claiming we never spoke to him prior to work being completed.  Michael [redacted] Fields Jaguar Waukesha.

Thank you for giving me an opportunity to give our side of what occurred and what we have done about the situation.                 Our contact with this vehicle start when Chihuahua Motors told us that they were trying to...

fix a misfire and during spark plug replacement they “shorted something out because not it won’t start” can we make it run again. Fields Waukesha found the Engine Control Module was not working. WE replaced and sent back to Chihuahua motors.                 A short time late [redacted] called me to ask if we could look at the vehicle after Chihuahua Motors was unable to fix the misfire. I said we could but it would be at least 2 weeks before we could look at it. She asked if she could drop it off until we had time. To which I said yes.  After the two weeks had past I went on vacation and no one looked into her vehicle. She contacted the manager that was here while I was away and the looked into the misfire. The car had no gas in it so we put a gas can full into the tank and went to drive to the gas station.  On the way to the gas station the low oil pressure light came on. The Tech turned it off and we towed it back to the shop. Frank the parts manager called [redacted] to inform her about the low oil pressure light. We gave her options on if she wanted to tear abort the motor to see what happened but then if we find it needs a motor, she will still have to pay for the tear down. We also offered a used motor option. Frank had the tech remove the oil filter to inspect for metal debris and none was found.  She asked to think about it and call us back. [redacted] called back a few days later and said they will pick it up and sell to Carmax. [redacted] the advisor told [redacted] not to drive the vehicle without oil pressure or it will destroy the engine completely and she should have it towed. That Saturday [redacted] came to pick up her vehicle and the receptionist told the carwash kid to make sure that the vehicle is not blocked it. The carwash kid did not follow instructions and instead drove the vehicle up to the front for the customer. The vehicle was leaking oil because the oil filter was not replaced because we were under the impression the vehicle would be towed away.                 I returned on Monday to find the vehicle sitting where the carwash kid had parked it on Saturday. I found out all of the poorly handled things that had transpired and I was immediately dedicated to the issues. I called [redacted] and left her a voicemail that I would look into the situation and get back to her. We pushed the truck in and pulled the oil pan to see if the oil pump chain was broken or off. What we found was heavy carbon and oil sludge deposits.  We found oil pump pick up was plugged with these depsoits. We removed the oil pickup and flushed it out and scrapped out all the sludge we could. We reassembled and drove the vehicle. We found the misfire was the coil and replaced it. After 15 miles of driving the low oil pressure light came back on. We pushed the vehicle back in and removed the oil pan again. More deposit but most likely from the cleaning. We did another oil change and filter replacement and put more gas in and drove again. No more misfires and no low oil pressure light.                 Yes, my team did make a few mistakes but we could not have been the cause of the carbon and oil deposits which were the cause of the low oil pressure. That would be poor maintenance and up keep. I spoke to [redacted] and her husband and told them I would not charge them for the coil, 2 oil changes, or the repairs to fix the low oil pressure issues.  Those repairs would have been over $1,000 in services.                 We feel that is more than adequate to make up for the few mistakes that my team has made. The vehicle is complete and waiting for them to pick it up, however they are not sure what to do at this point. I have pictures of before and after inside the oil pan and a video to show them what was found.     [redacted] Service Director Fields Land Rover Waukesha. ASE Master Technician and L1 Specialist

Review: We took are car in to the dealers repair facility to have a misfire issue looked into. The car sat at the repair facility for over two weeks I then proceeded to call the repair facility were I was told the gentlemen that was assisting me had been on vacation for 2 weeks the out sick. After complained to the general manager ([redacted]) a technician ([redacted]) finally looked at the car and told me that it might be best to change the engine because of the cost to take the engine apart they stated that there was a no oil pressure problem. However the no oil pressure was never no before we drooped the car off. [redacted] and [redacted] called me back and told me the cost to replace the engine would be $8,100 I told them I would think about it and get back to them. We decided we did not want to replace the engine because prior to drooping the car of we had never had a problem with oil pressure. I spoke with [redacted] and told him we decided not to replace the engine and would just pic the car up. [redacted] told me there would be no charge for them looking at the car ''because of the situation'', he also told me the car would have to be towed because it was misfiring to bad. I told [redacted] I drove the car there and asked if it was still driving the same he said ''um its driving worse. I did not think to much into it because I figured they had no reason to lie so I told him we would pick it up on sat and he told me the keys would be with the receptionist. We came in to pick it up on Saturday and one of the technicians said he had to jump it cause the battery was dead but he would pull it around front. The technicians jumped and drove it to the front of the dealer ship from the repaid facility. When we were walking to get in the car [redacted] stopped us and said ''WAIT WAIT! you can drive that car''. We asked why not we drove it here he told us it was driving worse and there was not oil pressure. We told him we did not understand because the oil pressure was never on before hand. He then told us anyway I cut up the oil filter so there is no oil filter in it and the oil cap is not even out back on the engine so you cant drive it like that. At this point mu husband was very upset we cant drive the car because it had no oil filter and the oil cap was not out back on either but you let your technicians drive it like that. After deciding to still leave the car there for them to further work on it we when out side and saw our car out side with oil spilled all over the floor they put a mechanics cloth over the oil to try to cover it up and the tier was flat it was a messy unprofessional thing to see. At this point my husband decided the the hold thing was extremely unprofessional and simply not okay. I have attached a video of the car in front of the dealer where the technician drove it to for us to leave in.Desired Settlement: We want to talk with someone at this business that is in a position to make things right.

Business

Response:

Thank you for giving me an opportunity to give our side of what occurred and what we have done about the situation. Our contact with this vehicle start when Chihuahua Motors told us that they were trying to fix a misfire and during spark plug replacement they “shorted something out because not it won’t start” can we make it run again. Fields Waukesha found the Engine Control Module was not working. WE replaced and sent back to Chihuahua motors. A short time late [redacted] called me to ask if we could look at the vehicle after Chihuahua Motors was unable to fix the misfire. I said we could but it would be at least 2 weeks before we could look at it. She asked if she could drop it off until we had time. To which I said yes. After the two weeks had past I went on vacation and no one looked into her vehicle. She contacted the manager that was here while I was away and the looked into the misfire. The car had no gas in it so we put a gas can full into the tank and went to drive to the gas station. On the way to the gas station the low oil pressure light came on. The Tech turned it off and we towed it back to the shop. Frank the parts manager called [redacted] to inform her about the low oil pressure light. We gave her options on if she wanted to tear abort the motor to see what happened but then if we find it needs a motor, she will still have to pay for the tear down. We also offered a used motor option. Frank had the tech remove the oil filter to inspect for metal debris and none was found. She asked to think about it and call us back. [redacted] called back a few days later and said they will pick it up and sell to Carmax. [redacted] the advisor told [redacted] not to drive the vehicle without oil pressure or it will destroy the engine completely and she should have it towed. That Saturday [redacted] came to pick up her vehicle and the receptionist told the carwash kid to make sure that the vehicle is not blocked it. The carwash kid did not follow instructions and instead drove the vehicle up to the front for the customer. The vehicle was leaking oil because the oil filter was not replaced because we were under the impression the vehicle would be towed away. I returned on Monday to find the vehicle sitting where the carwash kid had parked it on Saturday. I found out all of the poorly handled things that had transpired and I was immediately dedicated to the issues. I called [redacted] and left her a voicemail that I would look into the situation and get back to her. We pushed the truck in and pulled the oil pan to see if the oil pump chain was broken or off. What we found was heavy carbon and oil sludge deposits. We found oil pump pick up was plugged with these depsoits. We removed the oil pickup and flushed it out and scrapped out all the sludge we could. We reassembled and drove the vehicle. We found the misfire was the coil and replaced it. After 15 miles of driving the low oil pressure light came back on. We pushed the vehicle back in and removed the oil pan again. More deposit but most likely from the cleaning. We did another oil change and filter replacement and put more gas in and drove again. No more misfires and no low oil pressure light. Yes, my team did make a few mistakes but we could not have been the cause of the carbon and oil deposits which were the cause of the low oil pressure. That would be poor maintenance and up keep. I spoke to [redacted] and her husband and told them I would not charge them for the coil, 2 oil changes, or the repairs to fix the low oil pressure issues. Those repairs would have been over $1,000 in services. We feel that is more than adequate to make up for the few mistakes that my team has made. The vehicle is complete and waiting for them to pick it up, however they are not sure what to do at this point. I have pictures of before and after inside the oil pan and a video to show them what was found. [redacted] Service Director Fields Land Rover Waukesha. ASE Master Technician and L1 Specialist

Consumer

Response:

I had been emailing the dealer online sales rep for 3 days about a truck I wanted to buy at their lot. In the emails I had explained: what I was interested in, I even scheduled a test drive through the emails with the Dealer rep. I was told to come on down and test drive it, it will be ready for me. I also explained my sister would be driving me because I totaled my last truck and this is why I am interested in this truck at their dealership (298) miles one way away. I have photos of WJLRV's advertisements from their own website stating: what the vehicle had offered and at what price. #1.The Vehicle was not up to WI standards for a SAFE vehicle to sell to the average consumer! And The Waukesha Jaguar Land Rover Volvo Failed to list the discrepancies on the vehicle description (website/info sheet on passenger-side window, on Dealers lot). The sale guy's insulting excuse of a lie was "we just got this in, like a day ago". I should have just walked off the lot after that! The truck had only 1 good tire on it... and it was the trucks spare tire. A substantial amount of radiator fluid would spray from the cap when pressing the accelerator. The power steering fluid was leaking from the house. The back up camera was broken. I found this all out after test driving it to a different dealer and having them look at it just in case. I was advised to have them get everything fixed and then buy the truck. It was also then pointed out to me that the truck I was testing driving did not advertise the discrepancies of the vehicle and it was being advertised for-sale at the same time. I got back to WJLRV and let them know about all of these things. Needles to say, they did not want to fix all this for free. We settled for the advertised price from their website, I could tell they wanted to sell it for more because of all these repairs. What was suppose to be a in and out is now turning into a lot of wasted time and money on my part. The next day around 1pm WJLRV called me to tell me it had a blown head gasket and it would take at least a week to repair. It was suggested to me by them and other reputable sources to not buy this truck because of the repairs. So I did just that and ended up buying a different truck from a different dealership and drove a 5 hour drive in 8 hours because of the April snow storm this past week. Quite the delay in my schedule. I goggled it just out of curiosity, went to the Waukesha Jag Land Rover Volvo website 3 nights ago to find the truck I test drove for sale again but it was now posted for 1 thousand dollars more than what We had settled for. So my questions and complaints ar:, is it safe to drive A repair like that should have taken at least a week? You posted the truck again the day after our ordeal. Or did you straight up perform terrible customer service because of your lack of respect to your customers? Also I would not have mind the broken back up camera and the interior discrepancies but next time, don't advertise all these gadgets if they are all broken and you are not willing to fix them.