Complaints

• Initial Complaint

  26/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express extreme displeasure with Land Rover Ottawa. This dealership has been in possession of my vehicle since early September. I was quoted a repair bill totaling $9,205.19 for the following ($5,000 of which would be covered by warranty): · Cracked turbo/manifold = $6,043.52 · Time cover leak = $1,560 · Back up camera = $542.66 But instead they've done electrical work without fixing the repairs for the cracked engine and used hours of labour beyond what was discussed or approved. I have been served an invoice of $10,000 for a repair that does not include the cracked turbo engine covered under my extended warranty. Furthermore, I was asked to pay a partial amount upfront and they have yet to provide any indication that this is standard practice/policy that is available in written form. When I received the call about the cracked turbo manifold, the service rep said they found the problem and “it was a good thing I brought it to them when I had because things would have been much worse had I waited.” Months later, I received a call saying the car wasn’t working at all now and that they can’t even start it; though I had driven it to the dealership without issue. I was told that while attempting to run diagnostics the vehicle “fried” the gateway module. I was asked to authorize the purchase of another one at $800. I authorized that purchase. I received another call saying the second module had also fried but that because they knew it wasn’t my fault I need not worry; they will order another one without any cost to me. I approved in early September the repairs of a cracked and leaking engine that was said to be a major concern at the time. All of a sudden, it is being described as minor. One can only conclude the severity of the leak was misdiagnosed or inflated in September, and that the condition of the vehicle worsened in the dealership’s care. They've now left me without a loaner (i.e. car to drive) and an unresolved bill.

  Business response

  03/05/2023

  We have met in person with the individual and have addressed any and all concerns.  This matter is considered resolved. 

• Initial Complaint

  07/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased an extended warranty and cancelled it 2 months later. Land Rover Ottawa did not explain the refund policy and should refund the cost of the warranty. Failure to resolve this issue will result in small claims court in Ontario.

  Business response

  18/01/2023

  Good afternoon,

   

  We have been in contact with Mr. ****** and have offered a pro-rated refund for the extended warranty that was purchased. 

   

  Thank you, 

  Customer response

  30/01/2023

   

  Land Rover is suppose to send a refund. Thank you for the help. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩