I took my Landrover LR4 in to replace the water pump and work on a long-standing coolant issue on Thursday, Oct 27 for a scheduled appt. Bottom line, I didn't get my car back for 14 days. They said that a small hose part (from Land Rover) was the delay. While, I understand these things can happen, I suspect they didn't get going on the car on the day I dropped it off as scheduled, and since they knew I was out of town for the first few days, it wasn't that urgent. Let's just say, nobody worked too urgently to source the part if it wasn't gonna show up by making a phone call or sitting on their stool... I went through an entire 2nd weekend and almost another entire week before I got it back. My complaint about them was that they couldn't care less about the in convenience this caused. They kept me in the dark for days, wouldn't call but rather - just sleazily email me random updates every 3-4 days. Being without your car for this long is not ok...and they never offered up a loaner, a rental, or a discount. When I asked, they went radio silent. "Oh we can't do that".. and play dumb. There was never any aspect of urgency. All and all it was a pathetic showing. This was disappointing as I'd hoped their reputation would have brought forward some sense of customer service, decency, and recognition. But no... I recommend you find any other place --- there are plenty of good mechanics/shops around here who give an 'eff' - they clearly don't.
Hi Michelle, thank you for the thorough review and feedback on your recent service. We have a shop management system that records each process of the work order as it moves along, and I looked back at those records to find out if your suspicions are true. I show that your car came in Thursday afternoon and we did not have time to look at it until Friday morning, at which time we estimated the repair and sent you the details on those estimates. I'm very sorry we couldn't get to it on the 27th as you had scheduled but we certainly didn't let it sit around just because you were out of town. I understand that it's very disruptive to be without your car for any length of time, and 2 weeks is indeed a very long time, I hope you can accept my apologies for the inconvenience it caused you. I do know that sourcing one of the broken parts was very difficult, and even the Land Rover parts department had a difficult time sorting through the catalog to find what we needed. Apparently there were several revisions to the part in question and tracking it down was a challenge for everyone involved. I'm very sorry that was not communicated with you, but I want to assure you that as the owner and manager of the day to day operations, I checked in with Mario on a daily basis to see where he was with completing your car. After talking to my team, I can give you a few explanations for the lack of customer service on that front, but it's no excuse and I want to make it clear to you and any prospective customers that the issue has been addressed and it's not how we operate so please accept my sincere apologies for your experience.
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