Piehler Jaguar Land Rover

I am writing in response to a complaint we received on Friday, September 4th, 2015; with an assigned IDof ***The customer, Ms*** ***, contends not only was her vehicle not properly fixedduring her March appointment, but further issues have arisen while in our care
Unfortunately,those accusations are simply not the case and Ms*** made the conscience decision to turn downservices our technician recommended due to cost concerns.Ms*** purchased her Jaguar S-Type from another dealer in early (Carfax reports DMVissued a title on 4/4/14)According to Carfax, Ms*** is the sixth owner of the vehicleMs*** firstbrought the vehicle to us for service on July 22nd 2014, to diagnose a noise and rough runningThecustomer had previously taken the vehicle to another service shop for brake issues and asked if wewould check the brake pedal, which she believed still felt "soft." Our diagnosis showed there being amisfire in the engine (cylinder #4), upon customer approval we replaced a coil and resolved the issue.Our technician also checked the brake pedal and found no fault upon repeated test drives.Afew days later onJuly 28th, Ms*** returned with the vehicle in need of an alignmentThevehicle could not be properly aligned and was diagnosed as needing both rear tie rods replacedInaddition, the lug nuts on the vehicle were not proper and a potential safety issue for the vehicleThecustomer chose not to have the tie rods replaced and opted only for the lug nuts upon the urging ofsafety by our service advisorWe waived the charge for the initial failed alignment (due to needing tierods) as a gesture of good willMs*** did return on August 13th, to have to tie rods replacedand properly align the vehicle.On February 4th, Ms*** brought the vehicle in with a check light illuminated, as well as arestricted performance messageUpon diagnosis by Lyle M***, our top, nationally rated Master Classtechnician with over year of expert experience on the Jaguar product, numerous engine fault codeswere discoveredEach code must be attended to one by one, with top safety and functionality issuesbeing attended to firstFirst and foremost the vehicle had to have its PCM (internal powertraincomputer) replaced as a first step to getting the vehicle running properly once again, as well as the fuelinjectorMr*** also noticed the following items as being issues with the vehicle, additional enginefault codes needing more diagnosis, transmission cooler lines/connector sleeve leaking and should bereplaced, noise in the rear, possibly two bearings, a heater/AC dual fault code that would need furtherdiagnosisOur service advisor, Brian F* relayed the initial diagnosis and estimate to the customer,who only approve the PCM and fuel injector replacement, as well as replace the EGR pipe and valve atthe same timeHowever, the customer chose not to complete any further diagnosis on the vehicle orapprove further suggested service workBoth our service advisor Brian and our technician Lylementioned that the vehicle would run, but continue to show check engine lights and service messagesdue to the fact not all the engine fault coded were explored and attended toWith regard to the rearsqueaking sound heard by the customer, we are in agreement of it being present due to the need toreplace the rear bearings, which the customer declined to fixIn addition, the customer requested acourtesy loaner vehicle while their vehicle was being fixedNormally, our company policy is not to offera service loaner to a customer whose vehicle was not purchased from us and that is so grossly out of themanufactures warranty periodSimply due to the fact older vehicles with higher mileage in forextensive service issue can take additional amounts of time to locate outdated parts and time to repair,and thus become considerably costlyHowever, in this particular instance we obliged the customer andincurred the $cost for the days of rental charges on the service loaner from Enterprise RentalCarTo assist the customer even further, with the cost of the issues she approved to fix, we accepted a10% off coupon for a Jaguar X-Type (even though her S-Type shouldn't have qualified for thediscount).We are of the opinion, as an organization, that everyone involved on our end went to every lengthnecessary to make sure Ms*** was treated with the utmost respect and presented at each step ofthe process with the circumstances surrounding the condition and safety of her vehicleAt which pointit was left up to the customer to make the decision if and what issues they would like to be fixed.Ifthe Revdex.com would like any supporting documentation with regard to the above events please feel free tocontact either Michael MP*** or Kevin L*** at Jaguar Land Rover RochesterWe would be happyto assist you with whatever you might requireOtherwise, we would like to consider this matter closed,and honored to be retaining our exceptional rank within the Revdex.com.Warmest Regards,Michael MP***Vice President/General ManagerJaguar Land Rover Rochester by PiehlerPh: ###-###-####

The company has made no effort in contacting after I have repeatedly asked for them to do so. Also in their response it states that I asked for coverage for the rental which is incorrect. The car rental was already secured prior to the car going into repair. I received a call from Enteprise explains to me that the rental was covered for the duration of the repair.As for the repair that was completed in March, I wasn't made aware of the additional repairs until I went in to pay for the agreed repair. Then and only then I was told about the transmission lines and possible a bad bearing. I have had many years experience with driving cars and repairs and while leaving the dealer my car made a sound that it did not do prior to it being in their care.I have reached out to them repeatedly and to no avail. From my understanding the car was brought to them for service by the dealer that I purchased it from as well.I am hoping to get this issue resolved. I have never had such an experience with any place of business and am so disappointed.