Complaints

• Initial Complaint

  04/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon, In November 2022, my wife, ******* ******* (She's working now), purchased a 2016 Range Rover Evoque from Lad Rover Santa Fe. At the time of purchase we noticed a streak on the window, however were advised the streak was caused by cleaning. Approximately less then 3 weeks from purchase, my wife recorded a noise coming from the heater area of the vehicle and recorded the sound. I heard this noise as well. Soon after this was discovered my wife was in Las Cruces to see our daughter and when leaving she went drove the Rover thru the automatic car wash there. At this time water fell onto her lap from the interior top area of the windshield. At this time my wife realized the upper ceiling upholstery to her vehicle was damp. We took the Rover back to the dealership, provided them the video my wife recorded of the noise and also advised of the leak near the top of the windshield. They soon advised us the windshield was cracked at the top and would order us a new one (so it was cracked when they sold it). They also stated they could not figure out what the noise was. At this time we advised them just to give us back the 9000.00 we put down on the vehicle and we'l give them back thier vehicle and call it good. They refused. Also, the window has still been on back order, apparently coming form the UK and the dealership only wanted to cover half the cost although they sold the vehicle with the windshield cracked already. It was only after I advised them I wasn't paying anything for the windshield did they say they would cover the full cost. Now recently, the SOS light came on the vehicle for no reason whatsoever. My wife has made 4 payments on this vehicle and has rarely driven it, so commutes to work on a different car because of the ongoing issues with the vehicle. Lastly, when we purchased the vehicle, we were told the vehicle was previously owned by an elderly lady. When we went to dispute the cost of the window we were told the vehicle was previously owned by a male. The vehicle is still in the same physical condition it was when we purchased it. All we want is our $9000.00 back and call it good. Thank you!

  Business response

  04/18/2023

  Good afternoon.  We received the BBB complaint and wanted to respond.  We have agreed to replace the windshield as a customer goodwill, being that the original customer complaint was received by us 3 months after purchase.  There is a New Mexico used car law giving consumers a 15 day/500 mile implied warranty and we never heard any complaints in that timeframe. For the record, the windshield is not "cracked" as stated in the complaint.  Had the glass been cracked, Mr. and Mrs. ******* would have certainly seen this and we would have either replaced it then or ordered and created a "we owe" for such a repair. 

  Once the new windshield is installed (and an appointment has been set with a local glass installation company), we have advised Mr. and Mrs. ******* to return to us so we can look into the other concerns they may have.    As stated above, the first time we were notified of an issue was 3 months after purchase.  We are being more than accommodating considering the circumstances. We are looking to create a positive, long term relationship with Mr. and Mrs. ******* and were hope that the goodwill effort is a step in the right direction.  We look forward to working with them in the future and appreciate their business!!  Thank you, ***** *****, General Manager, Land Rover Santa Fe.

*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. ↩