Another bad dealer experience...

[Geflackt]

Yet another terrible dealer experience:

Back a month or 2 ago we had the '00 DII in to have the windsheild checked(defroster lines not all working) and a CE light on. Our LR extended warranty would pick up the tab for the windshield, but they claim the CE is due to a bad MAFS caused by a warped airbox(huh? - see http://www.discoweb.org/forums/showthread.php?t=6355 messages). Tell them not to do the MAFS and then we wait for the windshield to arrive. So we figure we'd take the car to Main Line LR in PA since we generally like them better to get a 2nd opinion on the CE light and just have them do the windshield, plus oil change and fix a little clip on the headliner.

Yesterday it gets ugly. The Main Line service advisor(not the SA who told me my '01 Rangie does NOT have shocks!) calls and starts yelling at me for not telling them that the other dealer looked at the MAFS and that warranty declined it! He is literally attacking me over the phone because I didn't tell him this crap up front. Are we supposed to diagnose the problem before coming in!? I told him that I brought it to them to have them check it out and get a 2nd opinion. Then he starts threatening that he'll make sure that neither of our vehicles(I bought the '01 Rangie there) are welcome!

Now, I generally can remain calm with people. I hang up with him, wait about an hour(trying to get work done - now I'm pissed) and then call back the service manager. He's a little calmer on the phone and we talk about the issues. They can't do the windshield replacement because it's still an open order with the other dealer - OK, I can accept that. But he won't even look at the MAFS issue anymore to see if the airbox is really the issue since warranty has already declined. Then I talk to him about the unacceptable and rude service advisor. He starts defending him - not cool. I don't understand how they could be so rude, but I'll have to push this higher... although I don't think LRNA does much about service department ratings.

I really can't take having 2 Rovers under dealer grasp. I can deal with one and once our shop is complete(Fall) it will be easier and fully equipped. But I've placed an order for a new car(non-LR) and will sell the '01 Rangie when that arrives. My wife likes her Disco too much to part with it yet, but she is also frustrated with the service. It took her 2 hours to reach the Main Line dealer the other morning, but now we'll be back to a closer dealer(5 minutes from work at least). We were going well out of our way to go to Main Line for sales and service, but they've lost our business and hopefully others.

I'm still in shock over their treatment....
Jason.
'00 DII.
'01 RR HSE.

 

[Sears]

That sucks, I feel sorry for you. I don't understand why Land Rover and all auto companies don't focus more on the customer service side of their service departments since that is where all their money is made anyways. Maybe they just think they can make more $$ by ripping off less mechanically inclined folks who have no clue they are being taken for a ride versus those of us who do know a liar when we see (or hear) one.

 

[Geflackt]

It is amazing that they try to pull off this stuff.

In all the dealings I've had with dealers and suppliers(I do a lot of work with old British and Italian sports cars for both my own collection and friend's) I've never had this bad of customer service. If there are problems, I work to correct things and close the issue with good feelings. Not the case anymore with this dealer. It's actually beyond this last visit with other issues and we probably should have stopped going there a while ago. In fact, a few months ago I _thought_ I did have a good visit to Main Line until I realized they either didn't finish items or broke something else(then wanted me to pay for the fix).

Good customer service goes a long way. Why give your money to someone who can't treat the customer with respect and especially with a higher-end vehicle like Land Rover

Jason.

 

[roverover]

I, along with many others on this board have had a terrible experience with L/R service. My D2 actually came out of L/R Harrisburg with more problems than it went in with, twice.

If you file a complaint with LRNA they send it to the offening dealership with no record or follow up to anybody, so if the dealer feels like getting back to you fine if not fine.

I spoke to a rep in CA. who was to turn me onto a Head service guy at L/R and as usual nothing.

I am now going to contact Ford customer service, as with past experience and being told by the L/R guy from CA that Ford is pressuring them to clean up the problems as Ford's initiative is to have it fixed right the first time and that just never happens with L/R service

My rant.

 

[agro1]

WOW - you should have hung up, driven down there and kicked that guys ass. Totally uncalled for. These dealerships have SOME nerve...

 

[Kyle]

"Service managers" Aka , pond scum , aka jsut another salesman , aka service writer , aka , knows jack about nothing. Are hired to con you basically.... Some cars get fixed along the way there but his primary job is to "Sell" you work. They are no different then any other salesman that really had no skill in life but to leach off of others talents or goods..

 

[campbell]

"Service managers" Aka , pond scum , aka jsut another salesman , aka service writer , aka , knows jack about nothing. Are hired to con you basically.... Some cars get fixed along the way there but his primary job is to "Sell" you work. They are no different then any other salesman that really had no skill in life but to leach off of others talents or goods..

Well said, as usual...

I have 2 dealers, each is 1-1.5 hours away from me, in opposite directions. In the two times I have visited the dealer to my North (don't want to bash them here) I have had problems. The other 2 times I have used the dealer to the South and have had no problems. Needless to say, if I have to take my D2 in for service I will take if to Chattanooga...er, uh...I mean the one South of me!

 

[Geflackt]

I too had been reluctant to mention the dealers by name. While I might be complaining about some issues, we were getting them worked out. But this time was bad enough I had to bring up the name of the stealer. I'd mention personal names, but they pretty much lumped themselves into a single representative of the entire "Centre".

Jason.

 

[Kyle]

Well , as long as what you are saying is accurate and you are willing to defend that should the need arise I dont really see any issue with sharing your experience with service. The problem comes when things get twisted or inaccurate. JUst make sure you are dead on accurate when posting such things and you may just affect change...

 

[Roverdoc]

All the above posts are reasons why you should all go to a good independent LR mechanic vs dealerships..which always seem to rip you off. Some independent shops are also covered to do some warranty work. Here in so cal there are plenty of independent shops with good reputation and fair pricing. I still vote for doing things yourself but obviously there are times in which someone who has done it many times before should probably tackle the problem.

 

[rrefx]

I've actually had a great response working with my local dealership. Granted, I do all the work I can myself, but their service guys are smart and helpful, plus they drive very Moab worthy rovers themselves. If i'm working on something and need some quick advice, I can call either one of the service guys, and even if they know I am doing the labor myself, or got the parts from Nathan because they were cheaper, they are still always happy to give advice.

If I need a part, and go through them, and they don't have it in stock, they are always willing to send a runner to their other dealership which is probably 45 minutes to an hour away, depending on traffic. Or they will always overnight a part in for me if the other dealership doesn't have it. Yes, the dealership prices for parts are somewhat steep, but that is just landrover, but their labor rate is competative with the going dealership rates in the valley. Maybe they just try and keep people happy because they are only a few hours from Moab, and it's good buisness to have a good name with so many rovers around, but I know that I can call Kent or John at the dealership with any problem, and even when I don't take my disco's to them, they still help all they can. We even bought our rovers from other car lots, but took them to the dealership to have them look them over for us, which they happily did for free.

Guess I'm just one of the lucky ones, but good job Landrover American Fork. Sorry to hear about all the ones that suck.

Ryan

 

[cptyarderho]

"Service managers" Aka , pond scum , aka jsut another salesman , aka service writer , aka , knows jack about nothing. Are hired to con you basically.... Some cars get fixed along the way there but his primary job is to "Sell" you work. They are no different then any other salesman that really had no skill in life but to leach off of others talents or goods..

I call Shenanigans there...
DEPENDS-
Some good some bad. LR here in Richmond has been great with me, several separate issues. Their main parts guy rocks, period. Drew is fantastic to deal with, especially since I am still figuring so much crap out myself.
As for the guy who bitched you out on the phone, I would be tempted to park the car in the showroom ABOUT 3AM. And they wonder why LR has such a bad reputation. I do not know of anyone willing to buy more than one unless they can do much of their own work OR they have money to burn.

 

[Str0ud]

Sorry to hear about the bad experiences guys. That kind of "service" drives people away from the brand. Iowa's only Land Rover Centre is just a few blocks from my home. They have been overly kind and helpful to me. I did not purchase my truck from them. I do however buy parts and a few accessories. They always take the time to ask about my truck and truck projects. They have always had what I needed, when I needed, or got it for me within a few days. Ordered whatever, just taking my word that I would be back for it. They have given me free parts on several occasions....shocking every time. When I lifted my truck and stopped in for an oil filter, all work stopped and the entire staff came out to have a look at the newly lifted Disco. They have invited me to dealer off road events and an awesome dinner/train ride. They have never once serviced my truck, or suggested trading mine for a newer model. Land Rover Des Moines has only been around for about three years, but they are truly awesome. I will buy my next Rover from them.

 

[Geflackt]

I do not know of anyone willing to buy more than one unless they can do much of their own work OR they have money to burn.

Well, we used to have a RRC and '96. I would do a lot of work myself, then time got short so we got newer ones with the intention of still working on them myself for non-warranty work. Figured we'd have the dealer for warranty work and I'd get the extended on my RR more as parts insurance.

I even had several people at my work buy from Main Line and use their service because I _used_ to give them high marks. They know I'm a car nut, so we have some fun with car talk and opinions. It's nice to know I've swayed them away now.

This SA is not worth my time, especially since he's on such a low-class level. That boy's gotta lotta class... allllll looooow.....

Jason.

 

[antichrist]

I would go into the showroom at a busy time, like a Sat maybe, and, while not yelling, I would let the sales manager know quite clearly what went on with the service dept, and exactly why, when you purchase your next Rover, he will not be getting a comission from you. Just be sure, like Kyle said, you are spot on in what you say.

Dealers hate bad press, particularly when it might mean loosing a pending sale.

 

[El_Cid_2000]

I've got a dealer about two miles from my house and one about 125. Guess which one I use if needed. That's right, the one that's two hours away.

Why is that you might ask?

I was there trying to get the radio code because the P.O. did not have it and I figured it would just be a matter of time before I needed it anyway. While there, I asked the service writer why my gas needle never goes above 3/4 of a tank and why it takes me about 10 minutes to fill my tank. His reply? "That?s perfectly normal, they all do that. The tank is really getting filled up. Don't worry about it." WTF? Just by a show of hands, whose gas needle only goes to 3/4 of a tank......I didn't think so.

Never again will they get any of my money. Why couldn't he just be honest and say that he didn't know? Why tell an outright lie? Who knows?

Michael

 

[Geflackt]

I would go into the showroom at a busy time, like a Sat maybe, and, while not yelling, I would let the sales manager know quite clearly what went on with the service dept, and exactly why, when you purchase your next Rover, he will not be getting a comission from you. Just be sure, like Kyle said, you are spot on in what you say.

After "talking" to the a-hole SA, I actually sat back and tried to figure out if I HAD been wrong or incorrect. Even talked it through with my wife and another friend first before I called the dealer back.

Good idea on heading to the dealer. At one point I even talked to the centre manager about helping out with one of our Healey events(see AHSTC Encounter! ). Enough of our club knows us and knows we're into the Rovers as well, so the word will get out - especially when I change cars! That'll shock them that after all these years we'll be down to 1 Rover(OK, I'll probably pick up an older Disco in the fall or winter but not from a dealer!) !

Jason.

 

[D Chapman]

File a complaint here http://www.landroverusa.com/us/en/Company/contact_us/Contact Us.htm

Also request a meeting and/or conference call with the Land Rover Regional Manager. Then, write an article for LRM. I think Steve gets a kick out of "stiring the pot".

 

[antichrist]

snip
Good idea on heading to the dealer.
snip

Just remember, it's not likely to do a bit of good unless done in front of prospective customers.

 

[Geflackt]

Just remember, it's not likely to do a bit of good unless done in front of prospective customers.

Exactly! Nothing like a good sunny Saturday afternoon....