Complaints

• Initial Complaint

  11/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The vehicle had the radiator replace in their **** January 2024. 3 months later the vehicle is asking for coolant - by the 3rd time I had to refill the coolant 9/16 I called for service. A month later the car went in with a full tank of coolant. 2 days later the dx is faulty coolant hose. I ask to pick up the vehicle and am advised I should tow it. I sent an email and spoke to the service person asking why it had to be towed and received assurance as I asked if the vehicle was in the same condition as when I brought it in with a full reserve tank and only a slow leak. I picked up the vehicle that they service person turned on and left running for me and as I pulled out of their lot the car reported low coolant. I thought it was the sensor resettting. It was not - the vehicle started smoking on the highway and was overheating by the time I reached my personal mechanic with zero coolant in the reserve tank. I immediately called stating that I was not informed the true extent of the damage that was exacerbated by the pressure test they performed. I was told it was why they advised I tow it. They told me the car was in the exact condition. The mechanic failed to report that the vehicle held no coolant. I was falsely led to believe I could drive it to my mechanic for repair. I was petrified the vehicle would catch on fire. They have made no attempt to reconcile how discontent I am/was that day. I asked for a refund of the $270 service fee and have received no response from the service manager. This is Land Rover a luxury car, I expect luxury treatment. I informed them I would be filing a complaint with the BBB and they obviously don't care as they have made no effort to remediate the emotional distress their lack of transparency caused me.

  Customer response

  11/22/2024

  I have not heard from the business in response to my complaint.  Just like they never responded to my last email to them.  Highly unprofessional.

  Business response

  12/11/2024

  Tell us why here...November 18, 2024
  
  BBB of **********, ME, RI & VT
  *****************************************************************************************************
  
  RE: Complaint #********
  
  To whom it may concern:
  
  ******** ******* came to us in October of 2023 with a coolant leak.  We diagnosed the main radiator as the source of the leak. The mileage at the time was ******. Work was declined.
  In January of 2024 the car came back in with the request of changing leaking radiator. We completed the job as needed retested no further leaks the mileage at the time was 84976.
  
  On October 15, 2024, Ms.******* brought the vehicle back to us with a low coolant message illuminated. Our diagnosis was that it was being caused by a leaking hose. When Ms. ******* found out this was unrelated to the repair we performed in January,she declined to have the work done. We advised her to have it towed. She declined and instead came to the dealership to pick it up in person. As a courtesy, we topped the coolant off, but our recommendation was that it should not be driven and should be towed.
  

  PLEASE NOTE, THE DATES OF PRINTED ESTIMATE REFLECT THE DATE I JUST PRINTED THEM, REFER TO REPAIR ORDER NUMBER FOR CORRECT DATES
  Sincerely,
  
  **** ********

  Customer response

  12/11/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  They should have been more dutiful and transparent in reviewing the extent the damage the pressure test caused to the hose.  They started the car for me and filled up the coolant reservoir.  I hadnt even pulled out of their lot and the coolant had emptied out.  Returning the service fee of $270 is the least they can do to restitute the damage this experience caused me. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

  Business response

  12/19/2024

  As I replied to customer originally, 
  We psi test systems at 21kpa (25psi) which is the normal psi to test a system.
  It is not an excessive pressure it is a pressure the vehicle is capable of handling and the engine will run at that psi.
  There is no way for us to identify the leak unless we perform this pressure test.  We also advised not to drive it for that reason.
  When the car came in the coolant level was just under minimum so it was not holding coolant properly already.
  
  It is important also to understand the engine is under extreme pressure at all times when running and you can fix an active leak,however due to high pressure running the engine once one leak is resolved it does not rule out other worn components of possible leakage.
  
  The other thing to also keep in mind is the original diagnosis of radiator leaking was at ***** miles.  You drove the car another 3780 miles with an active leak.  This is not conducive to keep an engine in tip top shape and leaves the possibility of overheating.  With aluminum engines these days overheating can be detrimental to the engine.
  
  This is why we were so adamant that you should have it towed.
  
  
  

  Customer response

  12/26/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  When the vehicle was returned to me in January for the radiator there was no comment of an active hose leak.  This is not my complaint.  My complaint is that had the Land Rover mechanic driven the vehicle before it was returned to me they could have properly assessed that the vehicle held No Coolant and this would have been Clearly communicated.  Instead I was advised to have it towed and moreso informed the car was in the exact same condition I brought it in as.  You even wrote yourself the coolant reserve tank was filled and slightly below full.  I asked via email and the phone and was told the car was in the same condition.  The reserve tank Not holding coolant is NOT the same condition.  Your **** failed to assess the extent of the damage and to clearly inform me.  I am appalled and your resistance to support the customer.  I have not made an outrageous request. $270 service fee reimbursement is because of the lack of clear messaging and due process by your mechanic to ensure the safety of the driver and the car.  
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ********

   

   

*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. ↩