Rosenthal Jaguar/Land Rover

Terrible experience Worked through nearly entire transaction only then to be told my offer was a backup offer to another deposit already on the vehicleComplete and utter waste of my time and I would think either incompetence or unethical sales behavior

Terrible experience. Worked through nearly entire transaction only then to be told my offer was a backup offer to another deposit already on the vehicle. Complete and utter waste of my time and I would think either incompetence or unethical sales behavior.

Review: I purchased a 2010 Range Rover Sport from Rosenthal Jaguar of [redacted]'s [redacted], Maryland. In the advertisement, it stated it had a "tow hitch". I have saved a screen shot of this online advertisement at time of purchase. Several weeks later as I attempted to attach a trailer, it was observed that it did NOT have a tow hitch. There was also evidence of a recent removal of the wiring harness of the trailer light plug (I also have photo documentation of this)

At that time, I also saved pictures of the absence of a tow hitch.

I emailed the dealer two times, and this was their reply:

"The 2010 Range Rover Sport S/C you purchased does have the tow hitch, it is mounted in the center under the rear Flap that has two quarter turn screws. The tow receiver is an accessory that fits into the tow hitch. The rear trunk area of the photo you sent is for accessories that are purchase through authorized Land Rover dealers. If you have any further questions or concerns please call me or email me."

###-###-#### office

They refused to supply a tow hitch. According to their email, their definition of a "tow hitch" is the frame where you need to attach the "tow receiver", which THEN you have to supply your own:

$494

and then a towing hitch braket:

$225

Labor @ $120/hr , $120

All of these are required to tow a vehicle as advertised; none were supplied.Desired Settlement: Due to the mis-representation of the vehicle (tow hitch, where none was present) and the cost of a dealer install: $1139 to have vehicle tow hitch installed.

Business

Response:

As correctly described in the e-mail and on the internet, the vehicle is equipped with a tow hitch as standard equipment. Listed in the Land Rover accessory kit book and as an optional accessory the customer may purchase a Tow Hitch Receiver that fits in the tow hitch and can handle up to a 7,716-lb trailer load capacity and a 550-lb tongue weight capacity. Also as an accessory the customer may purchase a Drawbar Adapt-a-ball set with the towing electrics as an additional accessory. None of these accessories are standard and may be needed for the customer to properly tow.

Review: On June 6, 2012 I paid $2482. 58 for service related to Mass Air Flow System, check engine light message on dash. On June 12,2012 the engine light appeared again Once again I returned to Jaguar.

On February 2013 the engine light appeared again. I took the car to my local garage who determined that "noticed possible bracket missing for Plenum support. Previous work done by others-inspect coolong system for leak. Replace three small hose clamps top system level".

The technician reviewed the invoice for work performed by Jaguar June 2012 for which I paid $2482.58 which was the same Computer codes The local garage suggested I return to Jaguar since this was the same problem rather than my having to pay for this service again.

I took previous invoices and diagnostic codes from local garage to Jaguar. The service manager stated there was no connection between the two service issues.

I have been a customer at Jaguar for years and have spent thousands of dollars on repairs!!!! Each time I went for repairs, within a month or two, I would have another problem would occur. I related this information to the [redacted] rental agents and on two separate occasions the agent said "I can't tell you how many times I heard that."

As a long time customer of Jaguar, I feel the service manager should have offered to inspect the engine light problem and do any repairs free of charge, for what is commonly known as "customer service"Desired Settlement: Necessary repairs completed free of charge!!!!!!

Business

Response:

This is in response to a complaint by [redacted] on March 12th, 2013. We contacted [redacted] and requested for her to return to the dealership to diagnosis her concerns. The repair in question was completed in June 2012 and the check engine light did not come back on till February 15th, 2013. The independent repair shop diagnosis indicated that their is a coolant leak and a vacunm leak from the intake system that is now causing the check engine light to appear. The independent repair shop reset the check engine light and [redacted] felt that we did unecesary repairs becuase the light was no longer on, however the light did in fact re-appear and the vehicle needs a intake pipe and upper intake seals to be replaced in order to proper repair her vehicle. This is by no means related to the repair from last year and also it is noted that the check engine light didn't reappear for over eight months , which if it was the wrong repair the check engine light would have come on again right away.