This was sent: To 12/7/09
Please see attached pictures, it looks like the work done on my Rover was substandard, as you can see the vehicle is leaning to one side again, and if I remember correctly the cost to me, was $1,150.00 (for the side that is leaning) and I assume the cost for the repair to the other side (which you paid for) was the same, so we have a total repair cost of $2,300.00 and it appears that the problem still isn’t fixed. Of course as the customer, I was made to look like the bad guy, but NOW not even you can deny that there still is a problem, if this is the quality of the work with all eyes on the repair, I can’t imagine what it would be like if these repairs were left completely unchecked. I don’t like having to bring this news to you, but what I am to do? When I have called the service center in the past, I get a story and the opportunity to be recharged for the same repair or some other item; this has gone far beyond what any customer should have to endure. Your response is much anticipated.
Sincerely,
Bill
I then called the corporate office on 12/7/09 after I sent the email above & they told me to call the GM of the service center, and to take the car in, which I did, the service center called me after they looked at the car to tell me that the new battery that I just bought 10 days ago has was leaking & caused damage to the air suspension line (cost $737.37) as I write this there is no fluid on the ground where I park my car. (I have a picture) Than he also reported that the steering column is broken and need to be replaced (cost $1,793.10) this car I bought new and it's been driven an avg of 11,700 miles per year, and all of the warranty work has been done by this repair center.
The corporate office had them make the repair to the right side, as a result of my email below dated 9/10/09, (that side went out 6 months after the left side went out) when that repair was done my alarm started going off I called the service center only to be told that I needed another repair, that would cost me another $600.00, I again called the corporate office and they had the service center make the repair.
The the alarm continued to go off, I called corporate and explained that I was told that if the $600.00 repair (that they just paid for) was made then that would fix it, well it didn’t, and when I ask corporate what I should do, they told me that from that point I was on my own, and that if I wanted to have them look at it again I would have to pay for it, when I asked if they made a wrong diagnosis then what is to keep this from happing over & over again, and should I just keep paying them until they get it right, she didn’t have an answer.
I have conveyed my concern to the folks at the corporate office that I believe the service center is ripping me off, I stated that every time my car goes in for a repair, it comes out with more things wrong with it; the repairs to date, since March 09 would total $5,430.00 (is $678.75 unusually high for maintenance on a car?) for a car that has been serviced (at their dealership) on schedule and driven less than 12k per year. I think something is terribly wrong. PLEASE INVESTIGATE THIS COMPANY!
Sent 12/7/09 To Whom It May Concern:
Please see attached pictures, it looks like the work done on my Rover was substandard, as you can see the vehicle is leaning to one side again, and if I remember correctly the cost to me, was $1,150.00 (for the side that is leaning) and I assume the cost for the repair to the other side (which you paid for) was the same, so we have a total repair cost of $2,300.00 and it appears that the problem still isn’t fixed. Of course as the customer, I was made to look like the bad guy, but NOW not even you can deny that there still is a problem, if this is the quality of the work with all eyes on the repair, I can’t imagine what it would be like if these repairs were left completely unchecked. I don’t like having to bring this news to you, but what I am to do? When I have called the service center in the past, I get a story and the opportunity to be recharged for the same repair or some other item; this has gone far beyond what any customer should have to endure. Your response is much anticipated.
Sincerely,
Bill
This was sent Mon 8/10 9:34 PM
To whom it may concern,
It is with great regret that I write this letter, because I have been a loyal Range Rover owner for many years (having owned 6 of them, see attached letter written to Range Rover in and the picture). I was driving down the freeway today with my family in my Range Rover, and it swerved to the right violently, almost causing an accident, I immediately pulled over to find my vehicle leaning to the right, with a light on my control panel reading air suspension not working I was shocked because March 25th I picked up my car from Hornburg service which had been serviced for the same issue on the left side, the cost to repair was $1,150.00, This is not the first time I’ve had had work done at this service center, only to have to return my truck within a few days, to have the work done correctly, or to have my truck not clean, or washed when I picked it up (I know what you’re thinking, why do I keep coming back, to be honest, I don't know?)
I can anticipate you’re service department clamming that this is not the same side of the truck that was serviced; which I would have to say that the truck had been inspected by your techs, and other recommendations were made, i.E. Oil, so if this were the case certainly they would have check both sides right? Kind of like checking the front breaks and not the back, in either case your service department failed again to provide the service that is customers deserve. So I called the service tech today only to be told that there was nothing he could do except charged another $1,150.00 to fix the problem.
I have really given this service rep a chance to fix this issue, this is your chance to do the right thing, and I expect to get this resolved without being made to feel like I did something wrong by buying a Range Rover. I am going to copy your CEO, from all I have read about this man, he would not like this. I am also going to copy a television consumer advocate who will shine the light on this problem with your service department on a more macro level, because I think this situation is going to require someone who cares about the customers in order to get the service department to do right thing, unless of course Mr. Tata steps in to put a stop to the tarnishing of his name.
I feel as if I’ve been ripped off because obviously I am not getting what I am paying for, and if that’s the case I wanted your office to know about this, so that it has a chance to correct what I hope (but fear) is not a wide spread problem, and because the California Attorney General’s office requires me to first contact you before filing a formal complaint, I just don’t have time to repeatedly bring my truck back to your shop, and hope they get it right, or that they do the right thing, which seems to have been a problem, although I have enjoyed my Range Rovers in the past, the service that I have received from Hornburg has me thinking that the days of good service has come to an end, and that its time to change brands. If someone could just act like my brand loyalty means something, after all wasn’t it Ratan Tata, who said “A Promise is a Promiseâ€
Sincerely,
Bill
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