The Great Britains Automotive Group

September 13, 2015Dear *** *** ***I have read the complaint that has been assigned number ***I have also been in contact with the individual that registered the complaint and we have reached an agreementI am hopeful that the agreement will be signed by Wednesday of
this week.Let me begin by stating that this is a highly unusual situationThe dealership followed standard operating procedures and also followed specific instructions from *** *** of North America as we attempted to repair the Customer's vehicleClearly the vehicle was repaired, and clearly a mileage discrepancy took place after the repairIn our professional opinion the vehicle had been tampered with and as a result of the tampering almost 40,miles were not accurately displayed on the odometerWhen the module units were replaced, the vehicle computer system accurately reflected the correct mileage.*** *** of North America was extremely supportive in helping resolve this situationThe customer, the dealership, and *** *** of North America were victims in this caseI am pleased that the customer is happy and feels that we have addressed this unfortunate situation to her satisfaction.Sincerely,Michael SPresident and COO

[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: I'm no mechanic but from what I understand, if the head gasket had to be replaced the engine had suffered damage As a skilled mechanic of *** it's no way I should've to take my vehicle to the dealership that many times in such a short time span for the same issue if I was going to a neighbor garage I would expect that but not going to an expensive dealership like *** who's supposed to stand by their brandIt's very disappointing! *** tries to put emphasis on "goodwill" I'm a smart woman nothing's for free they fixed my car because I was entitled they know they should've repaired my engine the first day I brought my car there when the engine was smoking and overheating while it was still under warrantyInstead they patched it up for me to get by and as a result I suffered from constant coolant leaks , they didn't want to put a thirty thousand dollar engine in a car that the warranty was soon to expireAside from coolant issues my car didn't have any other issues which lets me know the root of the problem was never fixed correctlyHow do they explain my last encounter I had to visit them back to back for a coolant leak in May 25,2017, June 7,2017, June 24,and August 3, and then finally they said I need a new engine after working on my car for almost two monthswhy weren't they able to determine the problem the beginning? without me having to come back every week to get something else done! When I dropped my car off on July 27,the check engine light wasn't on but when I picked my car up on July 28,after they worked on my car the light was on My car passed inspection in April, if there was a major issue with the engine its no way it would've passed inspectionOne month later (May) I took my car to *** and things went downhill from there Case in point , I know for a fact someone cut a corner rather it was then or now that I don't know I know it's peanuts to them but its sad that I trusted *** with my car and they failed me big time and now Im left to figure out which way to go and I have to find a new engine or a new car.. something I can not afford to do!!!
Regards,
*** ***

August 2017On March 21, *** *** purchased her vehicle used at another location, it was not purchased at our dealership** *** brought her vehicle in on March 24, with 49,miles on the vehicle complaining of a coolant leak and overheatingThis is the first time that the vehicle
was brought to our service departmentWe diagnosed the vehicle as needing a coolant outlet pipe on the front of the engine that goes to the thermostat that was leakingWe were not sure how long the vehicle was driven while it was overheatingWe pressure tested the cooling system after the repairs were performed and we did not find any other leaksThe repair was covered under warrantyHer vehicle came with a 5-year or 50,000-mile base warrantyThe original delivery date when purchased new was July 25, by the first ownerSo, the warranty would expire July 25, or 50,miles whichever comes first.On April 30, 2015, the vehicle was towed in to our facility with a client concern of the check engine light being on and it seemed that the vehicle was running roughThe vehicle had 50,miles on it We diagnosed the vehicle and determined that the vehicle had blown head gasketsThe vehicle was currently out of warranty due to it surpassing the 50,000-mile markThe estimate to repair the vehicle was $The service manager called *** of North America on the client’s behalf because her vehicle was in warranty by time but no by mileageThe service manager obtained 100% goodwill for the client to repair the vehicleThe repairs were performed and the vehicle was fine.On August 10,2015, the client’s vehicle was towed in for the vehicle not starting and would not unlock with remoteThe vehicle had 55,miles on itWe diagnosed the vehicle and determined that a broken wire in the roof area had shorted out the antenna on top of the vehicle and the KVM (keyless entry vehicle module) After the repairs were made the vehicle started fine and remote worked as wellEstimate to make the repairs needed were $The service manager called *** of North America on the client’s behalf because her vehicle was in warranty by time but no by mileageThey agreed to pay for the labor to do the work and the client would have to pay for the partsThe client paid $of the $bill.On December 10,2015, the vehicle was towed in overheat warning light came onThe vehicle had 59,miles on itDiagnosed vehicle and found water pump to be leakingEstimate to repair vehicle was $659.12, the service manager authorized 100% goodwill for the client since her vehicle was in warranty by time but no by mileage.On May 30,with 80,miles on the vehicle it was towed in due to the vehicle overheatingIt was diagnosed as a coolant outlet pipe at the rear of the engineEstimate to repair was $Client paid the whole bill.On June 7,with 81,miles client complained of a coolant leak and overheatingWe diagnosed the vehicle and found that the hydraulic motor mount failed which caused the lower radiator hose to start to come off of the radiator and leakWe were not sure how far the car was driven before it was brought into our service centerWe replaced the motor mount and tightened the hoseEstimate to perform the repairs were $The dealership absorbed the cost 100% due to the client’s inconvenienceGave client an estimate to replace the coolant bottle due to the sensor inside malfunctioning as wellEstimate for the repair was $the client declined the repair.On June 24,2017, the vehicle was towed in for overheating againWe diagnosed the vehicle and found that the front coolant manifold pipe had sprung a leak and leaked out all of the coolantThe estimate for repairs were $Due to the clients inconvenience the dealership absorbed the repairs 100%We explained to the client that she still needed the coolant bottle and she declined again.On August 3,2017, the vehicle was towed in with the complaint of coolant smell and overheatingPerform diagnosis and determined that the head gaskets have blown and has damaged the engineWe believe that the vehicle was overheated so many times that the head gaskets failedEstimate for replacing the engine is $We spoke with *** North America on her behalf explaining that the head gaskets were replaced earlier in the vehicles lifetime and that she has had numerous cooling system concerns*** explained that they have given this client a number of goodwill repairs already and that they are declining any further goodwillWe paid for her rental vehicle from Enterprise Rental Car up until August 14th in the amount of $We and enterprise explained that after that date she would be responsible for the rental charges moving forward.Below is a breakdown of what everyone involved has spent since the client started coming to the dealership for serviceWe sympathize with the client’s situation and we will do what we can to help moving forward*** of *** *** and *** of North America have been proactive in trying to help the client as much as we canThe vehicle was purchased as a used car and not sure of what type of maintenance was performed to the vehicle before *** *** purchased the vehicleAs she said in her statement that the vehicle overheated and was smoking as soon as she bought the vehicle.Customer $*** *** *** $*** North America $5842.55If you have any further questions please contact me any timeSincerelyMichael MService Director

[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,
*** ***

September 13, 2015Dear [redacted]I have read the complaint that has been assigned number [redacted]. I have also been in contact with the individual that registered the complaint and we have reached an agreement. I am hopeful that the agreement will be signed by Wednesday of this week.Let...

me begin by stating that this is a highly unusual situation. The dealership followed standard operating procedures and also followed specific instructions from [redacted] of North America as we attempted to repair the Customer's vehicle. Clearly the vehicle was repaired, and clearly a mileage discrepancy took place after the repair.In our professional opinion the vehicle had been tampered with and as a result of the tampering almost 40,000 miles were not accurately displayed on the odometer.When the module units were replaced, the vehicle computer system accurately reflected the correct mileage.[redacted] of North America was extremely supportive in helping resolve this situation. The customer, the dealership, and [redacted] of North America were victims in this case. I am pleased that the customer is happy and feels that we have addressed this unfortunate situation to her satisfaction.Sincerely,Michael S.President and COO

Review: My name is [redacted]. I would like to share my negative experience at The Great Britains Automotive Group in [redacted], PA. It see** that there is something very fishy going on there, and the way they treated my husband and me was unacceptable.

On May 13, 2013 when my husband and I came to The Great Britains Automotive Group and met with [redacted], one of the sales consultants, who took our information and prequalified me for the purchase of 2014 Range Rover. We gave him a $1,000 deposit, knowing that our car would be there by early August. On July 29, I brought in a friend of mine to the dealership. The salesman I had been dealing with told me that my car would be delivered on August 9. However, something seemed to change between July 29 and July 31. On August 2, I called **. [redacted] just to inquire about the status of my vehicle and was shocked to hear that we were not going to get our car as according to him, the person who had brought us in was supposedly reselling cars. First of all, it is not true, and even if it was, The Great Britains Automotive Group was selling that car to me and not to them. [redacted] took my information and ran my credit report and employment history, and there is nothing in my record that connects me to any car selling activity. Over the phone [redacted] had told me that he had issued me a refund of my deposit, which I subsequently received on August 3, 2013 (without interest).

On August 5, 2013 my husband and I went back to the dealership in just to get an explanation from [redacted] since we had been dealing with him from day one. **. [redacted] was extremely rude and unfriendly, and his manner was very defensive and disrespectful. He threatened us with “hundreds of lawyers who work for Land Rover.” We were lucky to have found **. [redacted], the general manager, who was very helpful, courteous, and polite, offered us a sincere apology, and said that he would get back to us within a few days. That was on August 5. I wrote to him on August 7 to thank him for his service, and on August 15 to follow up. I did not hear from him until September 4. **. [redacted] called to inform me that there was nothing he could do for me, that was not his decision, and though he was sure I was “OK” he was “suspicious” of my husband. That phrase itself was a blow below the belt as my husband is the man of the utmost and unparalleled honesty and integrity; he did nothing wrong and tried to act as a peacemaker during our visit to the dealership.

I wonder what is really going on at The Great Britains Automotive Group in [redacted], PA. Either they are involved in some shady activities or they discriminate people based on their background. Both my husband and I are of the Eastern European descent and speak fluent though slightly accented English; however, we are both proud law-abiding tax-paying American citizens who revere the Constitution and would never, ever jeopardize our integrity by breaking the law.Desired Settlement: Delivery of Order with an apology

Business

Response:

Dear **. [redacted], ID [redacted]

Thank you for your letter dated 09/16/2013.

As a Land Rover franchisee we are obligated to adhere to the policies, procedures, and guidelines as stated by Land Rover of North America. Our failure to do this would place us in direct violation of our dealer agreement.

We decided to not sell a Range Rover because of our concern that we would be in violation of a specific Land Rover of North America Policy. I have attached that policy for your review. On May 7, 2010 Land Rover of North America, LLC issued its Vehicle Brokering and Export Policy. The specific policy number is [redacted]. That policy was updated on August 10, 2011. In the letter, retailers are clearly warned that export vehicles will be deemed an ineligible transaction for allocation and incentive purposes and for Business Builder Funds. We could not run a successful business without the receipt of Business Builder Dollars. Please keep in mind that Land of North America has the right to audit all retailer transactions and sales records.

Exporting Land Rovers has become a very profitable business. "Front people" are purchasing vehicles in the United States for the sole purpose of shipping the vehicle to another world market. The "front people" that purchase these cars are receiving large sums of money to complete transactions in the United States for the purpose of profit and not ownership. As stated in the attached policy, this export business undermines company systems established in order to ensure among other things, that the end user is on record for warranty and safety recall purposes. The policy is also written to preserve a fair and equitable allocation system for the entire North American Dealer Network and to protect Dealer Business so that we can serve our customers.

Here are the specific facts regarding this transaction:

--Your client was referred to the dealership on 05/13/2013 and the person that referred her was identified on an export shippers list on 07/19/2013. I have attached that information for your review.

--After the first order was placed, your client's husband brought in another woman to place an order for a full sized Range Rover. As her husband was leaving our dealership he asked for directions to another Range Rover retailer in Philadelphia (I also own that store). The woman placed a second order at our store, Land Rover Main Line.

-Your client's husband stated to our General Manger ([redacted]) that he was being paid a commission for this transaction.

I have been in the car business for a long time, and we never have had a customer place an order on a luxury car and proceed to a second store to purchase the exact same vehicle. One of the events alone would have been highly suspicious, but the linked events identified above, provide me with enough evidence to state with confidence that your client is involved in purchasing vehicles for the sole purpose of exporting those vehicles for profit. Based on those facts, I would be in direct violation of our dealer agreement.

We have contacted our attorneys about this specific transaction. We will aggressively defend our reputation and will take very seriously any initiatives to defame our name.

Yours Sincerely

Consumer

Response:

November 7, 2013

Dear **. [redacted]:

Back in mid-September I filed a claim on the Revdex.com web site, asking to investigate the Great Britains Automotive Group located at [redacted] in [redacted], PA. I have not heard anything for about 7 weeks though according to the web site, the average wait time is 14 days.

Enclosed please find a copy of my original claim submitted to Revdex.com on or about September 15, along with all the correspondence that was mailed to various representatives of Land Rover USA.

When I originally submitted my claim to Revdex.com, I thought that the problem was with the way the Great Britains Automotive Group conducted business. Frankly, my suspicion was that they were denying qualified buyers their vehicles because certain individuals who worked at that dealership were supplying cars to their friends, relatives, or simply people who were willing to pay extra in order to obtain a vehicle that was in high demand. However, after doing my own research, I realized that the problem could be deeper (as if dishonest business practices would not be serious enough). Their practices are downright discriminatory as they regard people of my ethnic background as “suspicious” and refuse to sell them luxury cars.

Please take your time and review my correspondence with the sales consultant, general manager, customer service department, and the headquarters in the United Kingdom. When I finally heard from the customer service center in [redacted], NJ, **. [redacted] (the representative assigned to my case) informed me that since it was a franchise, the headquarters could not be of any help. Therefore, my husband and I regard Revdex.com as our last resource before we take legal action. We have been living in this country for over 3 decades, are very proud to callourselves Americans, and there is nothing more un-American than judging people based on their ascribed qualities, such as their ethnic or national background. I was denied the vehicle I could afford though my credit history is good, and my employment history is stellar. Other naturalized American citizens of Russian descend had the same issue at the same dealership. I thought income and credit history should be the only pre-qualifiers for purchase; apparently, country of origin is something that is a factor at The Great Britains Automotive Group.

The sales consultant who took my money and returned my deposit without interest threatened me with “hundreds lawyers”; the general manager told me in a phone conversation that my husband was “suspicious”; the owner/COO of the franchise ignored my letters; the headquarters appeared to have no power over that dealership. I hope you can investigate this incident further and ensure that I get the 2014 Range Rover that I was approved for back in May. It has been 6 months; I was supposed to get my car 3 months ago. I am very upset, very depressed, and very stressed out.

This stressful situation affects my quality of work and life. I have been living in this country for over 30 years and could not imagine that a situation like this was even possible.

I hope that you can resolve this issue and help me get my car in the nearest future. I look forward to hearing from you. I can be reached at [redacted] or at ###-###-####.

Thank you in advance for all your help.

Sincerely,