Complaints

• Initial Complaint

  05/23/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  On December 29, 2023 my vehicle was towed to ****** facility. From that point my car sat in their lot, till February 26, 2024. During those two months ****** did a diagnostic that indicate damage to the engine. they gave me an estimate of 37, ******. The vehicle is a 2017 Jaguar F-Pace with a loan balance at the time of $32,000.00 and with a net worth of $28,000.00. It was pointless getting the vehicle repaired. The car overheated due to ****** service negligence. On June 2023 the vehicle was dropped off for service and since at the time we had purchased a warranty they racked all these lies and charges, claiming I stated the coolant light will come on and oil leaks. I have texts from them contradicting. The technician found an oil leak and a coolant leak. If they actually did they replace the serpentine belt? they would of noticed it was wearing out. Due to this, the vehicle overheated. I decided to take the vehicle to another shop. I had to pay once again out of my pocket for towing since I don't have AAA service. Aside from ****** Service lying in getting a new engine replacement they also damaged the driver side steps. These side steps deploy when the door is opened. I notice a rambling noise under the chassis, that is when I noticed the damaged. After all the bad experience with ****** I like for them to refund me my 2 months of car payments each are $972.14. i Also like for them to refund the cost i had to pay for the replacement of the serpentine belt for the amount of $724.80 and for the sensors replacement $300.00. Tow fees $200. I do not have an estimate for the side steps. I will have to file an auto insurance claim for it and report that it happened while inside ****** Service. After all this has been a bad experience with ******. I appreciate if they can reimburse me with these amounts. Two months without a car and I have also missed work. Thats an additional amounts.

  Business response

  06/06/2024

  Good afternoon,

  We are currently revieiwing the case history and reaching out directly to the client to resolve all concerns and possible reimbursement amounts for her concerns. We had previously agreed to replace the broken sidestep motor, and have the part awaiting her return for installation. She missed her appointment today to repalce it. The part was originally on back order, and then cancelled unknowingly by JLR once the our Jaguar franchise closed on 3/29/24. We had to reorder part and await its arrival from our sister JLR store in *************. This was explained to **************** by management recently.

  Our intention is to resolve her concerns completely in fair manner for both parties. 

  Customer response

  06/18/2024

   
  Complaint: 21652519
  
  I am rejecting this response because:

  I did make several calls to Parts Manager *************************...spoke to him on 5/9/24  He explained they would reorder the part and it would take some time since the part was coming from ***  I did not hear from anyone, therefore I decided to call ***** once again on 05/28/24. I left a message since his message said he was out of the office.  Did not hear from anyone until 06/04/24 indicating that the part arrived from the **. Since earlier this year, I had missed several days of work due to my vehicle being at ******, I couldn't afford to miss more time. I explained it to the person.  On 06/10/24, the vehicle was taken to ****** for the sidestepper.  ********* was replaced and is working fine.  What I like now is to be reimbursed for the 2 month car payments that the vehicle sat on their lot. Also towing fees that I had to pay back and forth.  I also feel like from the last service they neglected and did repairs on items unnecessarily. At the time the car had an extended warranty that was purchased(In which we've cancelled) and they just wanted to charge these services.  They indicated on the invoice that customer states coolant light will come on and that there are oil droplets under vehicle.. I never mentioned these issues related to vehicle. I brought the vehicle for service.  I believe that if these repairs were done they would of noticed the wear on the serpentine belt.  Therefore, the vehicle would of not overheated.  I have reviewed throughly the invoice dated 06/07/23 indicating the supposed repairs done. I still trusted ****** by taking the vehicle and then another false diagnostic by telling me the vehicle would need a new engine $40K.  Its only fair for ****** to reimburse me for the above amounts and also for the serpentine belt repair and sensors for the amount of $724.80 and $300.00  
  Sincerely,
  
  *************************

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