Land Rover of Glen Cove

We have repaired the vehicle and came to an agreement with the customer to reimburse the ticket and three monthly payments

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 and the matter has been resolved.
Sincerely,
[redacted]

Review: David J[redacted], a sales representative at Land Rover Glen Cove, said he has a car of all the features I'm looking for. He brought out four options of color and I chose color blue with almond interior. He prepared a slip and took 500$ stating if I sign this means I have bought the car. He started on a price 48,800 and brought it to 47 inclusive of theft protection. Also said there is a extra bonus by using chase however it it his right to give that to me or not although I found out that it is for a customer and not him.

Next day he says weekend has fallen hence we will close the deal on Monday. Monday morning my husband and I go to pick up the car. He doesn't show us the car instead asks us to sign the contract. After persisting he finally took us for a spin and quickly said I have another customer coming in so sign this ASAP. He barely showed us what the car had and when ever we asked a question about warrenty etc he would leave the desk and say I don't know. We were not even given s owners Manuel to learn about the car. As we drove the car off the lot we called about how to turn on the heated steering wheel and he said your car doesn't come with it! Very well knowing that the three qualities I told him is a must was one of them and that he has misrepresented the car. I also later found out that the car he gave us MSRP listed is $48,07 and not $48,8 as he originally discussed. I told Brian in finance department and he said "[redacted]" while actually David made a deal with me of one car and gave me another car. I called numerous times even the next day and he said manager is not on duty today.

He later called saying you have two car options to switch the car with however they are of lesser quality and msrp then your current car so if I were you I would just keep that.

I told him that I need the heated seats/ heated steering wheel etc as you had promised me and I will even pay the difference. And why would I buy a car in the winter and pay so much money yet not have that feature. His manager John never called back. My husband called and they said you have no choice. I called again and finally John the manager took the call and said I only had 10 min t decide around 9am while at work on duty at the hospital seeing patients in the ER to settle for a car of lesser msrp and different color different features.

I told John that please give us a car that you guys had promised and they said I can bring back the car once my plate comes in however I will lose thousands of dollers so I better keep the car I have right now.

I called corporate and they said they are sorry that this dealer has misrepresented the car and they will send in a query to further look into.

David J[redacted] and John the manager are not returning any of my calls and have isolated us. David also in the beginning of the deal promised all the features yet fail to deliver and misrepresented the actual vehicle in paper. I even spoke with Brian in finance and he misquoted us price for crystal fusion and siminize. They first said the it was free and then later charged me for it. They also charged out of stat fee of which they said would not be a problem.

Through out the course they have acted in fraud and taken full part in material misrepresentation. They have made me sign on a vehicle of which does not match what they promised.

Please help!!! Thank you.

Also, I called the sister locations in Long Island and they were helpful in telling me that the car that I'm promised is in their lot and John the manager could have gotten it for me. I would have taken that even if the color was not of my first choice as long as it met the rest of the features.Desired Settlement: Refund

Business

Response:

[redacted],After reviewing the complaint from [redacted] I have attached the facts for you to review which clearly shows transparency during the purchase on all of the signed paperwork by the customer.The buyers order shows the total price of the vehicle at $47,000.00 and clearly lists each option that the vehicle has. The customer was putting down $5000 which is reflected on the buyers order and the $500 customer cash which Land Rover is giving to the customer for a total of $5500.00 (document A reflects options and total amount due)After the customer spoke with Brian, our business manager they selected some options for their new vehicle- Simoniz, Crystal Fusion and a tire and wheel insurance. These items are listed on our bill of sale marked “document B” which was signed by the customer on delivery.The customer also signed their finance contract through Land Rover Financial which reflects the $5000 down payment and the $500 customer cash from Land Rover for a total of $5500. (document C)I have also included a copy of the window sticker which the customer has that lists all of standard features along with the options this vehicle has. (document D)As for out of state DMV fees, we only charge the customer what the actual fees are and the service charge to do out of state DMV, there is no profit built in to this.Unfortunately, this seems like a case of buyer’s remorse. At this point we need to wait for the customer to receive their Florida title and we can revisit assisting the customer with a trade in and getting another vehicle. I have communicated this to both the husband and wife and would be more than happy to have this conversation in the future with them. As you can see our price, customer rebates, options and transparency have been consistent all along from purchase to delivery. Thank you,John L[redacted]General Sales ManagerLand Rover Glen Cove[redacted] -phone[redacted] -fax[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because: We are glad to hear back from the dealership and would like to come in to exchange for the car that was originally promised. The license plate has arrived and are looking forward to having heated seats and steering wheel as per our initial discussion with David J[redacted]. The trade in value has to be equal to what has already been charged however we are willing to pay for the mileage on the car within reason (an agreeable amount per mile by us)Also, I have received a check for $500.00 back for the deposit on the car from the dealer as they had extrapolated more then the stated amount on the down payment then what is claimed in the forms that they have submitted to you.Thank you

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I brought in my Range Rover to get some repairs, and after sitting in their shop for a MONTH, I finally got it back, and my sunroof didn't open because THEY got a huge scratch/dent on my roof. It clearly shows on the damage report from when I first brought my car in that there was no damage on the roof.. And now they are refusing to fix it because apparently "they never check the roof for damage when cars come in".

This also isn't even the first time my car got damaged being at Land Rover Glen Cove. They have had to fix one of my rims before and at least one other dent they caused. Also after the entire month of being there all the problems still aren't even fixed, and they returned my car to me with LITERALLY 0 MILES TO EMPTY....

I have been a loyal and REPEAT Range Rover customer but this type of service and complete customer disregard will affect my choice of vehicles and dealerships when I purchase my next car!!

I also paid $20 to have my keys fixed, which still don't work correct either (this has been the 3rd time trying to get the keys fixed and still aren't fixed)'Desired Settlement: I want Land rover to fix the damage they caused on my roof. It is ridiculous for me to bring in my for services only to get it back with more damage. The fact that land rover glen cove says "they don't check the top of the car for damage" is complete crap, and not my problem.. If they are checking damage on a car they should do a thorough job.. I know for a fact my sunroof and roof was not damaged prior to bringing it into the shop because I use my sunroof almost every day and it always worked fine, and I also hand wash my car myself, so I would have seen the damage. Again NOWHERE on land rovers damage reports does it show my vehicle coming into their shop with damage on the roof.. But when I picked it up my sunroof wouldn't open and there is a huge scratch/dent up there. I want the damage fixed by land rover glen cove asap.

Business

Response:

Complaint #[redacted]

Attn : [redacted]

In response to the above complaint please note the following.

Customer has been contacted and will be bringing there car back to our dealerahip on Monday 02/**/14 for the following issues to be resolved and repaired to the customers satisfaction.

Roof scratch to be repaired and repainted

Customers car will be filled with gas. (No charge to customer)

Remote & key malfunction will be repaired at no charge and customer will be reimbursed for $20 that he paid to dealership

Consumer

Response:

I accept folling these thiggs have all been taken care of. The car was dropped off to the dealer today

Sincerely,

Review: I purchased an extended warranty on my car and the sales person [redacted] for $3334.79 0n 11/**/13 with the understanding from the sales person [redacted] that if I were to sell or trade in my car for a different car with landrover that the balance of the warranty that wasn't used would be refunded to me.

On Jan ** I purchased a Cadillac escalade from them and when I went to them to give me the remaining money for the warranty I just purchased 2 months prior.. they said noDesired Settlement: pro rated amount of the money from the warranty

Business

Response:

The warranty that [redacted] purchased is not refundable. I can offer to reimburse 50% of the intital cost for the warranty as a good will gesture

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Business

Response:

I was not aware that [redacted] accepted the offer. I will have a check sent out this week.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Thank you very much!

Sincerely,

Review: November **, 2013

Jaguar Land Rover North America LLC

Attn: Customer Relations Center [redacted]

Jaguar Land Rover North America LLC,

I am a former customer and three time owner of Land Rover vehicles. It is with great disappointment in my treatment by Land Rover Glen Cove that I pen this letter.

Starting in June 2013, my 2006 Land Rover LR3 was brought in for service because the check engine light came on. Odometer read 71,523 miles. According to Land Rover invoice #[redacted], $1,539.79 worth of repairs were completed and I retrieved the vehicle from the dealer on June **,2013.

On July **, 2013, with just 684 miles since the last repair, the check engine light reappears. My vehicle is serviced again by Land Rover Glen Cove on invioe#[redacted] costing $257.19. On August **, 2013 the check engine light reappeared again, costing $376.00 in repairs.

On September **, 2013 the check engine light reappeared once again requiring service. The vehicle was once again serviced at Land Rover Glen Cove costing $1891.27. On September **, 2013 the check engine light reappeared. I was informed by Land Rover Glen Cove that something in

the engine was sticking and in order to diagnosis the problem would mean dismantling the engine, which I was told takes ten hours, and to rebuild engine, which would take an additional ten hours at $129 per hour for labor. I was advised that since this process will be costly that I should strongly consider replacing the vehicle. The first trade in quote I was given from the service department was $7500, and I was subsequently referred to the sales department.

[redacted], sales guide at Land Rover Glen Cove informed me that because of the engine problem with my vehicle that its value is only $1000. REALLY!? In my opinion, [redacted] clearly was not interested in helping me get into a new Land Rover. His offer is an insult. He did not at any point ask me what type, style or color vehicle I was interested in. He merely recited the specs of two vehicle he had available, one pre-owned (I had previously informed him I am not interested in pre-owned) and one new black vehicle (I also advised him that I don’t prefer black vehicles previously). Other than this he offered no assistance. All prices he quoted only considered a $1000 deduction without any compensation for the $4000 spent on numerous (same code) repairs, customer loyalty or any current Land Rover promotions.

[redacted] of Land Rover Glen Cove, [redacted] was aloof and unengaging throughout the entire experience. I appealed to the general manager, [redacted] who offered some relief but no results. These three employees of Land Rover left me with feelings of abandonment and hopelessness. They did not try to retain a longstanding Land Rover customer and at weeks length did not communicate with me.

Land Rover charged me $4000 over this period and did not repair the vehicle. After these experiences, I terminate my relationship with Land Rover and wish to lodge a formal complaint about the complacency and general disregard of a loyal paying customer.Desired Settlement: Refund cost of repairs as stated above

Business

Response:

Dear [redacted],

In reference to compalint ID#[redacted]

Customer brought there 2006 Land Rover car to us for a check engine light and poor acceleration on June **,2013 with a mileage of 71,523. The car was hooked up to a Land Rover diagnostic computer and found to have a code of [redacted] This was a misfire code due to a sticking EGR valve and a burned out catalytic converter. The customer authorized the replacement of the valve for a sum of $1005.01. The dealer replaced the converter under warranty and there was no charge to the customer. The converter damage was a result of the valve sticking.

Customer came back to the dealer on July **,2013 with a check engine light on and locking up between 30-40mph. The car was driven approx 700 miles by the customer before this return visit. Again the Land Rover computer was hooked up and a code of [redacted] was in the system which was a misfire code due to failure of the spark plugs because of wear and high mileage on them. Customer authorized $496.62

Car returned after driving an additional 1,000 miles on August **,2013 with a check engine light on and the display reading reduced engine performance. The code [redacted] was present again. A injector bleed down test was performed and concluded that all the injectors were clogged due to dirt passing through them from the fuel system. A repair invoice of $1891.27 was approved and the work was performed.

The customer returned approx 260 miles later on September **,2013 for the light being on and car wouldnt go over 50mph.The computer found misfire codes again. Customer was notifed at that point that there may be internal engine failure but the engine must be torn down to confirm. Customer was offered two options. The [redacted] offered a credit of $1,000.00 towards this tear down of the engine or speak to the salesman [redacted] about trading the car in for another one.

The customer wasnt happy with the trade price offered for there car and was then directed to [redacted] for additonal satisfaction. [redacted] was not satisfied with her options and took her car from the dealer with no further repairs performed. Please take note our customer was supplied a brand new Land Rover to use while her car was in for repairs on every visit. Our goal is to retain every customer that comes in for service or sales and to satisfy them to the best of our ability.

Thank you for your attention on this matter. [redacted] Land Rover Glen Cove

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Review: My brand car, which was bought early this year that was barely driven was towed by Land Rover to their dealer in Glen Cove, due to a computer issue in the car making it undrivable. The car was at the dealer for about 1 month. When the car was taken to Land Rover Glen Cove it was present with 3400 mile when we received the car back it had 4000 miles. We went into the dealer many time, and called on numerious occasions and was told the car is still not ready awaiting a part. However I received a ticket via mail for a date that the car was at the dealer and was supposed to be undrivable. Land Rover nor any of their workers was not given consent to drive my car much less take it thru the tappanzee bridge where the ticket was flashed and sent. When I call I am given the run around and horrible attitude as thou we did something wrong. I would like a brand new car or a full refund, because I don't want a car that someone a stranger at that was joy riding doing god knows what in, when I gave a band new car into the dealer which still had the brand new car smell and was given back with a horrible stench. This is horrible and the worst experience I've ever had to endure with a car company much less their attitude and customer service sucks. Thru out the month they had my car no one called or followed up up with us.Desired Settlement: I would like an exchange of my car for a brand new car, first the car has computer problems, second someone else drove my car for 600 miles me not knowing how this person drove my car.

Business

Response:

We have repaired the vehicle and came to an agreement with the customer to reimburse the ticket and three monthly payments.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,