Jaguar-Land Rover of Chantilly

I spoke to Caroline and was told she spoke to [redacted] on Friday morning5/15/2015 and the customer set up an appointment to bring the car in themorning of 5/18/2015 to have the 2002 [redacted] with over...

111,000 miles onit looked at again for the check engine light that has again come on. We will be more then happy to re-evaluate the vehicle when it comes in. Wedon'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 response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: I asked to return the car as stated in the 7 day return policy.  I was offered repairs instead.  I only accepted repairs because business did not comply with 7 day NO HASSLE return policy.  In all of my correspondence I requested return of vehicle and those requests were rejected.
Regards,
[redacted]

to me
src="https://mail.google.com/mail/u/0/images/cleardot.gif" data-tooltip="Show details" aria-label="Show details">
To whom it may concern,

(Revdex.com Case [redacted])

Originally the customer arrived 3/12/2014 with 102,269 miles on the vehicle ([redacted]) and stated one of her battery keys was dead and not working. The advisor also noted at time of write up that the engine was very noisy and he would also have the technician check that at no charge along with a hard/slow crank condition.

We replaced the bad remote key and informed her that the rear accessory drive was very noisy and it should be replaced immediately as it was dragging and wearing down the engine. At that time she was also give a verbal estimate of the engine (see attached) as the technician was also aware that the ongoing issue may have already severely damaged the internal workings of the accessory drive as noted on repair 2 of invoice [redacted]. The customer signed the invoice and left.

On 4/1/2014 the customer arrived with 103,942 even noisier and harder to start the before. The Land Rover certified technician found pieces of the ball bearings missing while trying to remove the failed bearing from the accessory drive. This was caused excessive heat in the bearing which in turn made it difficult to remove from the rear accessory drive housing and cracked the housing. Had the issue been taken care of when the customer originally starting hearing the noise there would have been a greater chance that removing bearing would have gone normally, but by driving the car in this condition for an extended period of time there is really no way to know the outcome which is truly speculation on any expert or technicians opinion now or in the past.

Ultimately the customer declined the engine repair and paid for the work that we already performed and towed the vehicle from our location.

We’ve had a chance to review the photos and can see the inner bearing that is present but the bearing that we found had failed is not present in any one of the three photos. You can see clearly in photo 1 where the bearing was pressed out of the housing by the clean marks that were left by the race of the bearing that failed in the accessory drive. The bearing that’s pictured on the seat looks like one of the new bearings the customer purchased as she was given all the parts that she paid for both new and old when the vehicle was picked up.
Unfortunately, this dialogue does not seem to be getting very far. The printed ticket that you signed acknowledges clearly that you were made aware of the internal issue with your engine and were told that further damage can occur by driving it. Clearly you had to make a decision and you did. There is no misinformation. No repairs were made at that time and nothing was charged. It is just not reasonable that anyone other than the owner of a 100,000 mile plus vehicle would be responsible when they were told in advance. We surely wish you didn't need an engine but we not are responsible.

Bought a Landrover Evoque 2016 from this dealership in Oct 2015. In the first two months it had to go in for service due to a display engine warning light 3 times. Repairs were carried out due to:
1. a software issue
2. a frayed wire caused by incorrect installation of the wires
3. failed oxygen sensor
Repairs were slow, but I was given a courtesy vehicle of the same type.
I complained to the dealership more loudly the third time and was told to call a free phone number of Jaguar Landrover USA; after six or seven calls from them I decided not to pursue the lemon law route and get a replacement, but to take an offer of four complimentary services. After two months, those have failed to materialize.
After a 4th malfunction of the car in February 2016, with 5000 miles on the clock, I take the car to the dealership to ask for a replacement. They tell me to come back in two days in spite of the traction on the car being reduced by half, because they can't offer a courtesy car. I tell them I won't leave without a car and am now waiting on a refund.
This isn't a review on the car, though: it's an account of how terrible the service and manners of the dealership, who only care about sales and are insufferably arrogant; as well as Jaguar Landrover USA LLC, whose customer service agent Loretta S[redacted] would neither take responsibility nor follow through on her promise. These companies are damaging their own brand by putting the customer above their own petty little fiefdoms and management is seemingly oblivious of the fact. I asked to speak to management at both companies (dealership and importer/manufacturer), but have yet to do so. Personally I don't know how anybody who works at them sleeps at night.

As in all cases there are two sides to every story. We are not responsible for the front air struts that failed. ...

Normally they have a 6 to 8 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 rubber. This is also most likely the reason why the compressor failed. Over a long period of time the struts start to seep air and the compressor is worn out replacing that air. These 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 24 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 time. The 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,

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 vehicle. Beyond this we are out of any other solutions.

I respect  [redacted],
But there is no resolution that I can provide beyond what I have brought up previously. I welcome [redacted] here at the store for anything in the future or otherwise.
 
Thank You- Jeremy L[redacted]

I am aware of the situation and there is nothing that can be done here at the dealer level. We have brought your disappointment to Land Rover's attention as you have also. As you mentioned your issue is with Land Rover. During your purchase experience we did communicate the keyless entry feature...

as being what you have. I have attached on page 2 of the owners manual in the Introduction section under the heading IMPORTANT what Land Rover prints..... The information contained in this handbook covers all vehicle derivatives and optional equipment, some of which may not be fitted to your vehicle. Due to printing cycles, this handbook may include descriptions of options before they are generally available....etc. (remainder is in the attachment). Though I am sorry you don't have an option you would like the vehicle is not fitted with it and never was. There are many options listed in the owners manual... actually all options are in the manual but not all of them are fitted to every car. Please notify me if the attachment is not on this e-mail.
Regards,

Jeremy L[redacted]

[redacted],
 
I recieved the latest update for [redacted].  Please let her know as it was not metioned earlier that the amount of the future service credit will be $1,000.00 and is available now at her convenience.
 
Thanks- Jeremy

[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 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 2015 at Jaguar Chantilly Rosenthal. I was advised that a diagnostic machine was used to determine why my vehicle was not performing properly. On May 20 and 21,2015. I have been emailing BJ Alger to request a copy of the diagnostic report. A diagnostic machine is used to determine the fault in a vehicle. Wires are connected from my vehicle to a diagnostic machine and once completed the machine prints out a Pass or Fail report. After 24 hours of emails back and forth, Mr. Alger provided the following statement: " This is the portable scan tool that my > technician personally owns. There is no > capability of printing. Codes 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 vehicle. They are saying they have NO RECORD of diagnosing my vehicle. This 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 response. If no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted]I am rejecting this response because:  Regardless of what the book reads on page 2 of the Owner's manual, It states it is standard online! On the Land Rover App!
LR has misrepresented this feature!    
I will have my attorney contact Land Rover's  head quarters.Regards,[redacted]

[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 [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

[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 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 2015 at Jaguar Chantilly Rosenthal. I was advised that a diagnostic machine was used to determine why my vehicle was not performing properly. On May 20 and 21,2015. I have been emailing BJ Alger to request a copy of the diagnostic report. A diagnostic machine is used to determine the fault in a vehicle. Wires are connected from my vehicle to a diagnostic machine and once completed the machine prints out a Pass or Fail report. After 24 hours of emails back and forth, Mr. Alger provided the following statement: " This is the portable scan tool that my > technician personally owns. There is no > capability of printing. Codes 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 vehicle. They are saying they have NO RECORD of diagnosing my vehicle. This 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]

Worst customer experience ever. We purchased a Range Rover sport remotely from Houston through The sales person Richard. He was by far the worst sales person ever. Considering that he did not have to complete the normal tasks such as showing the vehicle or test driving, he simply had to provide correspondence between the manager and finance to get us setup and rolling. I should've know we were going have issues from the beginning as he wouldn't even return my call to buy the vehicle listed on Auto Trader. Long story short, he closed our deal and just forgot about us. He promised to have the vehicle shipped immediately so that we would receive it by Monday. It is now Tuesday and he won't return our calls nor provide us with the shippers contact info. Had to call into management who wasn't even apologetic. They provided contact information for the shipping co and after speaking with them, we will not receive the car for another 2-3 days. Don't buy a car from these people. Buy from another dealer that will provide service and not treat you like another number. "RICHARD IS THE SALES PERSON YOU WANT TO STAY AWAY FROM" as he has a bad attitude after making a sale because he doesn't need you anymore!!!!

Review: I PURCHASED A 2009 RANGE ROVER FROM THE DEALER AND DOING THE INSPECTION THE TRUCK NEEDED 4 TIRES AND ARRIVAL OF VEHICLE I NOTICED THERE WAS A BAD VIBRATION IN THE VEHICLE I CALLED THE SALES PERSON [redacted] AND HE SCHEDULED A SERVICE APPT THEY PICKED UP VEHICLE AND THEY SAID 2 RIMS WHERE BENT AND THEY WOULD HAVE THEM FIXED AND THEY DELIVERED THE VEHICLE BACK... THE DAY IT RETURNED I NOTCIED THE VIBRATION WAS STILL THERE I CALLED [redacted] AND HE SAID HE WOULD GET VEHICLE BACK INTO SHOP AND KEPT PUTTING IT OFF AND PUTTING IT OFF AFTER 2 MONTHS OF BACK AND FORTH I CALLED LAND ROVER OF USA AND THEY GOT THE TRUCK IN THE NEXT WEEK AND THE SERVICE ADVISER BJ TOLD ME THE TRUCK NEEDS 4 TIRES THAT THE TIRES ON THE TRUCK WHERE CHEAP TIRES AND NEEDED TO BE REPLACED THAT IT WOULD COST 1500 DOLLARS AND HE TALKED TO SERVICE MANAGER AND THEY WOULD BE WILLING TO SPLIT THE BILL WITH ME SINCE THEY JUST PUT THE TIRES ON..... I FEEL THAT THEY SHOULD HAVE PUT THE RIGHT TIRES ON THE TRUCK FROM THE BEGINNING AND ALL THIS WOULD HAVE BEEN TOOKEN CARE OF... I CALLED [redacted] AND THE SALES MANAGER AND EITHER WOULD RETURN MY CALL....Desired Settlement: I WANT THE TRUCK TO BE FIXED RIGHT AND HAVE NO ISSUES WITH THE TRUCK I DONT FEEL I SHOULD HAVE TO SPEND TOP DOLLAR ON A VEHICLE AND HAVE TO REPLACE SOMETHING THAT THEY REPLACED CHEAPLY...

Business

Response:

The vehicle was purchased 11-24-12. At the time of purchase we put

four new tires on the vehicle. [redacted] indicated he felt a

vibration within days after purchasing. We picked his car up from his

office approximately 80 miles away and about a week afterwards. Our

technician rebalanced all four wheels and repaired two wheels. We

delivered the vehicle back and noted no unusual vibrations during the

road test back. [redacted] called the week following stating he

still felt a vibration. We picked the car up again and duplicated

nothing significant. We road forced balanced all four wheel

assemblies at that time. The vehicle is Supercharged with 20" low

profile tires with sport wheels which transmits road feel into the car

which is normal. Six months later [redacted] called in regarding the

same issue and we picked it up again at his office...160 mile round

trip. When the vehicle arrived having exhausted the need for balance/

alignment etc... as they are in spec we at this time replaced lower

control arm bushings and ball joints. A brand of tire may or may not

make the difference... but on a pre-owned car that has new tires to

begin with we certainly don't feel obligated to replace for a brand

preference. We have spared no expense neither time or monetary. We

appreciate [redacted] and his time as well... but to suggest he

participate in half the expense of a particular tire brand we felt was

non offensive. At this point every indicator we have points to the

vehicle operating as designed not as desired. We have recently

installed and upgraded our tire equipment and calibrations. This was

not yet available at the time his vehicle was last in on June 11th. It

may or may not solve the issue but we are willing to try.

Review: I purchased a (used) 2014 [redacted] Rover [redacted] -[redacted]. My Issue with Land Rover is that the vehicle does not have the KEYLESS ENTRY Feature. When I inquired with the dealership about this they told me that Keyless entry just means that you do not have to use a key to enter the car, you just press the remote to unlock/lock the doors.

I would have been okay with that answer, however the owner's manual and the online standard features for my model states that keyless and I quote " Keyless entry allows the vehicle to be opened if a smart key is within 3ft (1.0m) of the door handle or tailgate external switch. It notes that smart key needs only to be on the drivers person or in a non-metallic bag or briefcase. it does not need to be exposed or handled. To enter the vehicle, just pull the door handle. the alarm will disarm and the doors unlocked". (Page 10 of the owners manual).

On the website it states for the [redacted] standard features / interior features the car comes with Keyless Entry.

I was told that if I wanted that feature I would have had to purchase the [redacted] Pure Premium - with the PASSIVE ENRTY. When I go to the owners manual there is no explanation for the passive entry feature. But the dealer states that Passive entry is when you do not need to use your key to open the vehicle, you just need to have the key on you and just pull the door handle. This is the same as the Keyless entry explanation in the owners manual on page 10.

I want a resolution to this... They stated they can not add the feature to my car and have dismissed my request to update their website verbiage and the owners manual to be printed with the correct information.

Land Rover also has an APP called quick start. when you go to that APP it also explains keyless entry to be the same as the owner's manual as quoted above. The APP is on [redacted].Desired Settlement: I would like them to replace my vehicle with a vehicle that has the Keyless Entry Feature. It can be another used 2014.

Or go back to all the purchases and compensate them and myself for not including that as a standard feature. And reimburse the purchasers that they told them, they had to purchase the Pure Premium package just to have keyless entry/passive entry.

Business

Response:

I am aware of the situation and there is nothing that can be done here at the dealer level. We have brought your disappointment to Land Rover's attention as you have also. As you mentioned your issue is with Land Rover. During your purchase experience we did communicate the keyless entry feature as being what you have. I have attached on page 2 of the owners manual in the Introduction section under the heading IMPORTANT what Land Rover prints..... The information contained in this handbook covers all vehicle derivatives and optional equipment, some of which may not be fitted to your vehicle. Due to printing cycles, this handbook may include descriptions of options before they are generally available....etc. (remainder is in the attachment). Though I am sorry you don't have an option you would like the vehicle is not fitted with it and never was. There are many options listed in the owners manual... actually all options are in the manual but not all of them are fitted to every car. Please notify me if the attachment is not on this e-mail. Regards, Jeremy L[redacted]

Consumer

Response:

[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 Administratively Resolved] Review: [redacted]I am rejecting this response because: Regardless of what the book reads on page 2 of the Owner's manual, It states it is standard online! On the Land Rover App!

LR has misrepresented this feature!

I will have my attorney contact Land Rover's head quarters.Regards,[redacted]

Business

Response:

I respect [redacted],But there is no resolution that I can provide beyond what I have brought up previously. I welcome [redacted] here at the store for anything in the future or otherwise. Thank You- Jeremy L[redacted]

Review: Purchased a [redacted] 2009 on 6/24/2014 from Jaguar Land Rover Chantilly, trading in my car as a portion of the sale. I was told that the car takes 87 gas (not true), I was told that the jingling sound was sand in the brakes (still there as of 7/19/2014.) On 6/30/2014 I contacted the salesperson (in writing) due to a another noise coming from vehicle and those other issues. Salesperson referred me to Kenny R[redacted], Sales Manager. I requested the return of my trade and to cancel the transaction due to this issue (in writing) to Mr. R[redacted]. Mr. R[redacted] asked me not to return the car but instead let them thoroughly check the car and offered me a loaner until 7/4/2014 and took no responsibility for knowledge of the issue. This was still within the 7 day return policy. On 7/11/2014 the coolant light began to flash. I took car to ** dealership and was told that the radiator needed to be replaced. I contacted Mr. R[redacted] (in writing) and again asked for the return of my vehicle, a refund of my money and return of the ** or to be offered another car. Mr. R[redacted] again only offered to repair the ** and took no responsibility for knowledge of the radiator issue. On 7/14/2014 the passenger side front tire blew out. I took the car to [redacted] tire and was told that the tire sensor was also bad. [redacted] used the spare and I took the car back to ** for the radiator repair. On 7/18 I picked up the car from ** after repairs were complete. I was told by ** that Jaguar Landrover Chantilly would not cover the tire or sensor. On 7/19 a.m. returned the car to [redacted] tire to have the tire and sensor replaced AT MY OWN EXPENSE. I have been so distraught over dealing with this car that on 7/19 after leaving [redacted], I took the car to [redacted] to get an appraisal of the value for sale. [redacted] informed me that the car did not have the original fender and more than likely had been damaged in an accident and replaced without being reported so that it would not show up on a carfax report and I therefore would have any offer reduced due to this issue. The offer was $6000 less than I paid for the ** on 6/24/2014. This information should have been disclosed to me. Mr. R[redacted] explanation in all instances was "THEY DIDN"T KNOW." Well they are the car experts and if they didn't know then how could I know? At this point I am afraid to drive the car for any distance fearing what will occur next. Jaguar Land Rover Chantilly advertises a QVIP, which is a check of ALL systems on their used car prior to purchase. This could not have happened. ** and [redacted] confirmed that these items should have been discovered by any reputable mechanic. It was Jaguar Land Rover Chantilly's responsibility to disclose the damage and to know the product they are selling. Mr. R[redacted] states ALL CUSTOMERS ARE TREATED THE SAME but it would be hard to believe that a poor person paying less than $15K for a car is treated the same as a rich person paying $50,000-100000 car. In case it is not clear, I am that poor person and I have been treated VERY UNFAIRLY. Any reputable business would have offered me another car after I requested it on the 2nd repair if my trade is not available for return to me. It took all of my savings to purchase this car and I am worst off than I was with my old car. I have missed two family events that cannot NEVER been replaced due to this situation.Desired Settlement: I WANT MY TRADE RETURNED AND TO RETURN THIS ** and a refund of the remainder of my money. If my trade is not available, I expect a refund of the entire purchase price of the vehicle and return of this vehicle to them as I originally requested. If my trade in car can be returned then I expect the trade with the remainder of the cash returned. I have been out of the ** vehicle more than I have been in it since purchase. Choosing another car is not an option even if I wanted to continue doing business with them due to the fact that I do not have additional funds to add to their very expensive cars,

Business

Response:

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.

Review: Previously this year I filed a complaint with Revdex.com against my warranty company which opted out of contract coverage. I was contacted several days later by the warranty company to offer a resolution for the complaint submitted. Immediately after I received confirmation from the warranty company that they where covering the parts that were under the provisions of the contract; I returned my car to Jaguar of Chantilly.

Upon my return for service I was accommodated with a courtesy rental car, in which I choose to pay out of my pocket the day to day coverage. Apparently the parts that were needed for the repair took the dealership longer than expected to receive them at the dealership. Once the parts came in I received a call stating that while my car was under their supervision the struts malfunctioned and that they couldn't render the repair without me replacing the struts.

Caroline stated that the total cost for me out the door would be $1794.00 for the unexpected struts repair in addition to the warranty service issues and without this repair the car isn't operational. After the disturbing information I contacted Pat and Caroline by email stating my frustration and disbelief of the additional charges. I did receive a courtesy discount of the labor.

In February of 2014 while my vehicle was under the dealership supervision several mechanical errors occurred. In replacement of the struts the technician stated that the ball joint seized and they were unable to separate the ball joint from the lower control arm. Caroline contacted me and stated that a part had broken in the process of repair the vehicle and that they were ordering the replacement at no extra cost to me.

I made several visits and email requests to the dealership requesting them to reassess my vehicle due to the car wasn't performing up to standards; it actually had a better ride prior to my getting the repairs done. After I picked the car up; several hours later the suspension default light came on; so I contacted the dealership and they stated to return the car for service. I returned the car only to find out that the left strut that they installed on the car malfunctioned.

Well the malfunction occurred 3 times on the same side of the car. They stated to me that it was a defective part and that they was ordering a replacement at no cost again a courtesy rental was provided and I chose to use the $20.00 a day coverage on the rental. After the second mechanical breakdown of the newly installed strut, I received the suspension too low to drive the vehicle light. I immediately called Caroline and she instructed me to bring the car back.

Upon the return of the vehicle I expressed my concern about the noise that the car made while driving slow and over uneven pavement. I stated that it sound like an old box spring. Well shortly later Caroline called and stated that the air compressor had went bad and that I needed to replace it. I replaced the air compressor at my expense of $921.38.

A couple of days later I returned the car because of the way it drove; I stated that it was dropping down too hard over speed bumps and also complained about the other noise that I heard from the front. I was contacted by Caroline again stating that the strut went out again.

During this entire process I expressed my concern on how a simple warranty repair can lead up to having to spend several more thousands of dollars in unexpected repairs that didn't resolve the issue. After making several visits to the dealership and having to deal with the reluctant attitude from the service advisor Caroline, I became frustrated with their manner of business.

Their technician Justin stated to me that the sound that I heard could be coming from the control arm; he stated that the bushing could be bad. I brought that to Caroline's attention and she said that the repair was done and everything was fine with the parts that they installed on the vehicle. Unaware of the used part used to fix a mechanical error wasn't sufficient enough to restore the car to operational condition prior to the fix. As I stated I made several complaints in reference to the noise that I heard; I also engaged in several email discussions with Pat and Caroline in reference to the service that was rendered.

I did express my concern and I stated that I was done with the complaint; only because of the reluctant attitude of the dealerships service department. They were really adamant that the repairs rendered were done.

I recently had tires installed on my car and a rear sway bar; I also complained about the noise that I was hearing in the front again. They took a look at it and advised that the front sway bar should be replaced also. I replaced the front sway bar also only to still hear the noise.

I inquired about an alignment with Jaguar of Chantilly and being that it was an hour away from where my employer is, I choose to get it done at [redacted]. After my car was aligned the technician stated that the lower front passenger side control arm was bad.

I contacted Caroline the next day after I received this disturbing news. I inquired on the previously render services only for her to be very sarcastic with her reply. She acted as if she didn't know so I reiterated the conversation and informed her that the same records on file for the service that they stored; I had stored them also.

After the conversation she stated to bring the car in and they would take care of it. So I decided to follow up with an email just to reiterate the conversation that we had the prior day. In the email reply she was real adamant that they would only take a look and provide a cost quote for me.

I am getting quoted on a service that I feel that I was charged for at their error. Making a consumer responsible for technician or mechanics error is not ethical. I also feel that they were in breach of the lemon law i.e. ( providing a part as a replacement on behalf of a quick fix by the dealership just to get me out the door.

I feel that even the replacement of the struts were in result of a dealerships mismanagement in vehicle care while under dealerships supervision. I would never leave a mountain of snow on my car over a week; but to drive a car over an hour to go to the dealership only to hear when the parts came in I had additional expenses.Desired Settlement: I feel that due to the situation and having to deal with their reluctant attitude. Jaguar should replace the defective control arm and also consider that some of the repairs that were done from me dropping the vehicle; should be considered as dealership mismanagement of consumer vehicle care. I have emails and service records in the event that it's need. I think that a Corporation should never be able to take advantage of an individual and his finances.

I thank Revdex.com for taking the time to address my concern it is a great thing that you guys do for the consumer.

Business

Response:

As in all cases there are two sides to every story. We are not responsible for the front air struts that failed. Normally they have a 6 to 8 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 rubber. This is also most likely the reason why the compressor failed. Over a long period of time the struts start to seep air and the compressor is worn out replacing that air. These 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 24 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 time. The 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,

Review: I purchased a 2008 Jaguar XJ8 VDP over a year ago (12/13/11) from Rosenthal Land Rover-Jaguar [redacted]; immediately upon delivery, two key features (CD Changer/Satellite Radio) that I was told were on the car were not there. I negotiated the price based on those features being there. My sales rep ([redacted]) agreed that some adjustment was in order and he would speak with the GM. Finally after some weeks, connected with the GM ([redacted]), who seemed diligent, said he would make it right with after market products or service credit. After researching after market installations of a CD changer and Satellite radio, I selected the service credit, as appearance and operation diminished the car value. The GM said he would process it (10 weeks after I bought the car). I have a number of e-Mail exchanges between us. I sent several follow up notes to try to get the amount of credit, but could not get a response. When in for a warranty repair in May, my sales rep confirmed that "he had signed off" on the credit and it would post soon. I just returned for regular maintenance (March 2nd), was told there was no service credit, I produced e-Mails confirming the commitment, but was told there was a new GM and there was nothing he could do. There was a small concession made on the service, but the GM - [redacted] never bothered to even talk with me, research the situation further, etc. The whole exchange feels like a shell game. I made clear that the small service concession ($200) was not acceptable, but was very professional with the service rep - it was not her fault. I had planned to contact senior management directly, but trying to find who is in charge has been nearly impossible, so I am contacting Revdex.com for assistance.Desired Settlement: I would like the service credit promised for the lack of the two features that were incorrectly represented to be on the car. Had I chosen to use the after market vendors that the GM connected me with, there would be no issue now. Since I was offered a service credit of equal value for those two add-ons, I believe a full service credit for $2,000 would be appropriate. I would like to use the credit at Rosenthal Jaguar in [redacted].

Business

Response:

---------- Forwarded message ----------

From: [redacted]

Date:

Mon, Mar 18, 2013 at 12:17 PM

Subject: **

To: [redacted]

[redacted],