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Jaguar-Land Rover of Chantilly

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Reviews Jaguar-Land Rover of Chantilly

Jaguar-Land Rover of Chantilly Reviews (40)

We have been more than willing to look at the vehicle but if the client doesnt want to bring it in we are certainly at am impasse We can surely provide the client invoices for the parts that went on the vehicleBeyond this we are out of any other solutions

As in all cases there are two sides to every storyWe are not responsible for the front air struts that failed Normally they have a to year life expectancy and didn’t fail because of a snow storm, but as a result of the hairline cracks in the air bags which are made of rubberThis is also most likely the reason why the compressor failedOver a long period of time the struts start to seep air and the compressor is worn out replacing that airThese struts have a tendency to fail 90% more when the weather is cold as the rubber becomes even more brittle and leaks increase, and not because snow sat on someone’s car for a day as we have our lot cleared and snow cleaned from the vehicles within hours as we are open every day no matter the weather We are also not responsible for seized bolts, joints, or rubber bushings that wear out over timeThe demanding roads in the Washington DC area do bring about the need for replacement from time to time In closing if [redacted] would like to get an estimate from Merchants for replacement of the right lower control arm and alignment, and the price is reasonable then Chantilly Jaguar would be more then happy to reimburse the customer for the expense Regards,

Mar 13, 2018I do apologize that we could not make your dealAlthough, I would not do anything different as far as our decision is concernedI hope you understand that making an offer under conditions that we are not comfortable with is s right of any businessWe respect all customers but can not make every deal and this was one.Thank You- Jeremy LGeneral Manager

I spoke to Caroline and was told she spoke to [redacted] on Friday morning5/15/and the customer set up an appointment to bring the car in themorning of 5/18/to have the [redacted] with over 111,miles onit looked at again for the check engine light that has again come onWe will be more then happy to re-evaluate the vehicle when it comes inWedon't quite understand why the customer states they have not spoken to anyoneespecially after already making an appointment with an advisor.Also, I have never received any messages and do not filter any customerphone regardless of the issue

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:THIS IS IN CONJUNCTION WITH COMPLAINT NUMBER [redacted] My vehicle was serviced at this dealership May at Jaguar Chantilly RosenthalI was advised that a diagnostic machine was used to determine why my vehicle was not performing properlyOn May and 21,I have been emailing BJ Alger to request a copy of the diagnostic reportA diagnostic machine is used to determine the fault in a vehicleWires are connected from my vehicle to a diagnostic machine and once completed the machine prints out a Pass or Fail reportAfter hours of emails back and forth, MrAlger provided the following statement: " This is the portable scan tool that my > technician personally ownsThere is no > capability of printingCodes are no longer > stored since it was cleared after the repair" The dealership is refusing to provide any proof as to how they determined what was wrong with my vehicleThey are saying they have NO RECORD of diagnosing my vehicleThis clearly indicates that they have not done the job that was promised on my vehicle.Provide a diagnostic report that shows the fault in my vehicle and how they determined the which parts needed replacement Regards, [redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:Once again, your reply contains conflicting informationYou have stated that bearings are missing, then bearings are "bad" The information supplied in your responses is inconsistent and some of it falseNot to mention your statement that the information you included in the invoice isn't what you meant to includeI question the legality of thatAdditionally, there is no explanation for attempting to make a repair that any trained Land Rover mechanic would not recommend on its own, as well as the subsequent damage that was caused to both old and new rear accessory drives AND the housingYour employees made error after error, and you continue to ignore/skew the events and errors that occurredI am attaching pictures of the bearings again that clearly show that there are no missing bearings, as you stated in the invoice as well as your replies to my complaint for the benefit of Revdex.com personnel who are receiving this informationAt this time, I am requesting that the Revdex.com intervene to review our communications and assist with fair resolution to my complaint.
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
on 11/when I took the car to the dealership I mentioned to them that I had used the stop leak and the system need to be flushed, and it is true I did not write on the envelope but I told them before they started working on on the phone because I took the car on weekend and there was no one was available to talk to at the time of drop off After they completed the work on Head Gasket I still saw leak, then then I called them back that my car still leaking, they asked to me some coolant because the coolant level was very low, and that is what I did and I never put stop leak the second timeThis was a week after I brought back the car from the dealershipThey they said you have to change the water pump, and ThermostatWhy did they work on it the second time if they knew my car is old and had stop leak? and why they charged about $if they knew my car is years oldThe statement the dealership "Let him know that we can't be responsible for any further leaks or repairs that may be needed" is totally false, and would not make sense to tell customer, further when the last time I took on 2/7/ why did they say you have to change the heater coil in order to fix the heat and cost you about $Just to let the dealership know they left a customer a customer without heat in the coldest winter US even seen, and even after the the customer spend $no matter how they argue about itThis only happen at Chantilly *** dealership because they only worry about charging the customer and not fixing the issue.
Regards,
*** ***

On the original night drop envelope 11/3/the customer wrote (which we have a copy of) the car is “loosing coolant, no heat”! The customer never wrote anything about “stop leak” being used or mentioned to my service advisor anything about flushing out the systemAfter speaking to the technician if he would have known at that time he would have recommended flushing the system out at that timeAlso, the water pump showed no signs of leakage on the initial visit or on the mile test drive or else it would have been recommended to the customer at that timeThe advisor also never stated the car would be good for another years which is absolutely ridiculous on a vehicle that was already years old
On the second visit 11/24/the customer stated the coolant was low again along with poor heat and that he had added stop leak to the system (as signed on customers invoice)We replaced the leaking water pump, flushed the system to try and get rid of the stop leak that was installed by the customerWe then released the vehicle back to him 11/28/along with letting him know that we can’t be responsible for any future leaks or repairs that may be neededWe did not hear back from the customer until 2/7/At no diagnostic charge we have now found a clogged heater core and may find other items that are failed due to the stop leak or wear on a vehicle with higher age
In closing we are not going to refund the customer any money as the repairs made to the vehicle were because of major coolant leaks which could have destroyed the engine due to overheatingUnfortunately we cannot be responsible for the customer’s actions to install a known clogging agent, the age of the vehicle and its components and wear that has occurred over years of use

I recently bought a Honda Crosstour from this car dealership and had a great car buying experience Sean was easy to work with and was sure to take care of all my needs and questions He arranged to have me picked up from the airport and had my car ready to go once I arrived I worked with him through emails and my buying experience went very smoothly I would definitely do business again with Sean and this company again I love my new car!

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:1) I was not made aware of the supposed preexisting damage, until I returned to the dealership after the crack formed in the panoramic roof glass of my vehicle, after I paid and picked it up. This is the main reason why I reject the provided photos that show my vehicle in the drop off lane. Normally the SA calls me with every minute issue with my vehicle, that being said I'm sure I would have received a call if the damage had been preexisting. As both the GM and The VP of Rosenthal know I did not receive any such call, email, text etc; I never received any sort of notification other than my car was ready for pickup. It was also initially recommended that I call my insurance and claim “That a rock hit my roof glass” by the Service Advisor, and to have the repair completed that way. Showing me pictures of the damage only when I brought it to the attention of management, after the fact is not acceptable. 2) A commercial *** tool from "*** **" was found on the roof of my vehicle when I refueled it at the *** in Chantilly right after I picked it up. This to me appears to be a factor in the damage of my vehicle. The crack radiates from one of the bolts in the roof where the rail was secured. The crack had reached the rear of the glass to the area above the second row prior to repairs on 05/22. Had the crack been present prior to the installation in April it would have spread long before then. 3) The pictures I have been shown do not even show a unique identifier that identifies my vehicle, It onlt shows what appears to be a black ***/***. The testimony of the shop Forman does not free the dealership of fault as it was never brought to my attention. I was also never shown the supposed damaged roof channel piece in question….If there was damage I should have been shown and alerted to it. Once again I only found out about the “supposed” damage after I picked up my vehicle and it became an issue. Given Virginia Code If I am correct: 59.1-207.3, I should have been shown in person the supposed damage to the roof channel, the consumer has the right to see any repairs that need to be madeI am assuming this part was disposed of.4) When I took my vehicle to be accessed by my insurance adjuster, they two reps were shocked and appalled that the dealership would not admit fault for damage that clearly resulted from the careless install at Land Rover Chantilly5) Yes, I have filed it thorough my insurance as a claim since the Dealership will admit to their actions. Initially it was going to be treated as a collision for which my educable is $500.00, however given that there was NO DAMAGE TO THE ROOF STRUCTURE, as claimed by Land Rover Chantilly, It is filed as a Comprehensive in the amount of $100.00. The remedy to this situation is simple since I have not accepted the offer of the GM to have discounted glass installed; I have since elected to have another Land Rover Dealership complete the repairs, as I am not confident in Land Rover ChantillyI would like a refund for the $install (labor) that cracked my roof glass, as well as $for my comprehensive deducible$in totalRegards,
*** ***

Mr***:
I accept the offer from the dealership for future repairs on the ***
Thank you for your assistance in this matter
Kind Regards,
*** ***

I spoke to Caroline and was told she spoke to *** *** on Friday morning5/15/and the customer set up an appointment to bring the car in themorning of 5/18/to have the *** with over 111,miles onit looked at again for the check engine light that has again come onWe will be
more then happy to re-evaluate the vehicle when it comes inWedon't quite understand why the customer states they have not spoken to anyoneespecially after already making an appointment with an advisor.Also, I have never received any messages and do not filter any customerphone regardless of the issue

We are very familiar with *** *** and his request. We have discussed this matter at great length. *** *** has received our security video and pictures of the vehicle showing damage to the area at drop off. This was still not enough and was
questionedalthough dated and time stamped. It has been communicated to *** *** that we can not take responsibility for pre-existing damage nor should we. Many people have communicated with *** *** including the company Vice President. We offered a discount on replacement should he decide too. Additionally, we suggested that he might consider looking into his insurance for coverageHe is unaware how the damage occurred and our video shows the area to have damage at drop off prior to check in so it only makes sense. He did claim the repair through insurance and continues to ask us to pay. We are no more responsible today than we were before.

Resolution: In reference to ID *** the above mentioned client We have processed and sent the Tags at no additional cost to the client.Explantation: We make all out of state clients aware that the taxes and fees associated with any transaction are estimatesIf in the event we over collect we
must return the amount so too istrue when We Under Çollect

We are very familiar with *** *** and his request. We have discussed this matter at great length. *** *** has received our security video and pictures of the vehicle showing damage to the area at drop off. This was still not enough and was
questionedalthough dated and time stamped. It has been communicated to *** *** that we can not take responsibility for pre-existing damage nor should we. Many people have communicated with *** *** including the company Vice President. We offered a discount on replacement should he decide too. Additionally, we suggested that he might consider looking into his insurance for coverageHe is unaware how the damage occurred and our video shows the area to have damage at drop off prior to check in so it only makes sense. He did claim the repair through insurance and continues to ask us to pay. We are no more responsible today than we were before

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

Mar 13, 2018I do apologize that we could not make your dealAlthough, I would not do anything different as far as our decision is concernedI hope you understand that making an offer under conditions that we are not comfortable with is s right of any businessWe respect all customers but can not
make every deal and this was one.Thank You- Jeremy LGeneral Manager

From: Jeremy L*** Date: Tue, Feb 24, at 2:PMSubject: Revdex.com complaintTo: *** *** ***>The vehicle initially arrived at our dealer11/3/(** ***) with the customer complaining that the vehicle was loosing
coolant and there was no heatWhen the vehicle arrived there was very little coolant or water in the system so there would not be heat as the coolant supplies the heat when hotWith the customers authorization we added water and pressure tested the system and found coolant pouring out of the cylinder head gasketsThe customer approved the repair and from what the technician recollects the heating system seemed fine while on a mile test drive.On 11/24/(***) the customer came back in stating the heater is not working again and the car is starting to overheat, and that he had installed coolant stop leakAt that time we now found a water pump leaking badly and suggested to the customer that we replace the thermostat and flush the system because of the stop leak being put inStop leak is used to clog small holes but could also affect the way the complete cooling system operates by clogging up other components.The customer agreed to the additional repairs but he also got the service director involved who agreed to pay for half of the repair as a goodwill gestureIt was also noted on the invoice that the car may need further repairs on the system if needed.The customer then returned after not hearing from him on 2/7/(** ***) and stated the car was not heatingThe technician checked the system and found the coolant to be at levels and the car was heating, but luke warm only.The technician checked the temperature at the heater core intake and found a vast difference at the heater core exhaust which indicated a clog in the heater core probably due to the stop leak that was installed by the customer and corrosion that had been built up over the years from the metal parts of the cooling system.It is also possible that further repairs such as a radiator or other components may be needed due to the age of the vehicle even though it has low mileage.In closing we do not feel responsible for the clogged heater core as age, stop leak, and wear is a great factorThe other items that were replaced where a necessity to even diagnose a heater core as the system is a sealed system and all components must be working at optimum level to diagnose one or the other and that it was also noted the customer that he may need further repairs to his vehicle.-- Jeremy L***General ManagerJaguar of ChantillyLand Rover of Chantilly###-###-#### Voice###-###-#### Fax***www.jaguarchantilly.comwww.Landroverchantilly.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
? Complaint: ***
I am rejecting this response because:1) I was not made aware of the supposed preexisting damage, until I returned to the dealership after the crack formed in the panoramic roof glass of my vehicle, after I paid and picked it up.? This is the main reason why I reject the provided photos that show my vehicle in the drop off lane.? Normally the SA calls me with every minute issue with my vehicle, that being said I'm sure I would have received a call if the damage had been preexisting.? As both the GM and The VP of Rosenthal know I did not receive any such call, email, text etc; I never received any sort of notification other than my car was ready for pickup.? It was also initially recommended that I call my insurance and claim “That a rock hit my roof glass” by the Service Advisor, and to have the repair completed that way.? Showing me pictures of the damage only when I brought it to the attention of management, after the fact? is not? acceptable.? 2) A commercial *** tool from "*** **" was found on the roof of my vehicle when I refueled it at the *** in Chantilly right after I picked it up.? This to me appears to be a factor in the damage of my vehicle.? The crack radiates from one of the bolts in the roof where the rail was secured.? The crack had reached the rear of the glass to the area above the second row prior to repairs on 05/22.? Had the crack been present prior to the installation in April it would have spread long before then.? 3) The pictures I have been shown do not even show a unique identifier that identifies my vehicle, It onlt shows what appears to be a black ***/***.? The testimony of the shop Forman does not free the dealership of fault as it was never brought to my attention.? I was also never shown the supposed damaged roof channel piece in question….If there was damage I should have been shown and alerted to it.? Once again I only found out about the “supposed” damage after I picked up my vehicle and it became an issue.? Given Virginia Code If I am correct: 59.1-207.3, I should have been shown in person the supposed damage to the roof channel, the consumer has the right to see any repairs that need to be madeI am assuming this part was disposed of.4) When I took my vehicle to be accessed by my insurance adjuster, they two reps were shocked and appalled that the dealership would not admit fault for damage that clearly resulted from the careless install at Land Rover Chantilly5) Yes, I have filed it thorough my insurance as a claim since the Dealership will admit to their actions.? Initially it was going to be treated as a collision for which my educable is $500.00, however given that there was NO DAMAGE TO THE ROOF STRUCTURE, as claimed by Land Rover Chantilly, It is filed as a Comprehensive in the amount of $100.00.? The remedy to this situation is simple since I have not accepted the offer of the GM to have discounted glass installed; I have since elected to have another Land Rover Dealership complete the repairs, as I am not confident in Land Rover ChantillyI would like a refund for the $install (labor) that cracked my roof glass, as well as $for my comprehensive deducible$in totalRegards,
*** ***?

I understand the situation. I feel we have and are continuing to take responsibility which is shared in any purchase. Mechanical and other issues can and do happen from time to time. Warranties are designed to provide coverages for both of our protection in addition to customer service. They are...

machines and are subject to flaw at anytime. We have maintained our commitment to making the vehicle the best we can within reason. We have to my knowledge said yes to nearly every post sale issue regardless of its warranty coverage or not. We have not failed in the attempt to make right what we can. We have provided loaners and have done the right thing. We care about customers regardless of price or otherwise and certainly it is no different in this case. In keeping with what we have already done. I can place a future service credit on account for future needs.
Regards,

Jeremy L[redacted]

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Description: Auto Dealers - New Cars, Auto Dealers - Used Cars, Auto Parts & Supplies - New, Auto Repair & Service

Address: 4120 Auto Park Cir, Chantilly, Virginia, United States, 20151-1225

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