Jaguar Land Rover Chantilly

I am writing to say I am disappointed with how staff members treated me at Land Rover in Chantilly, VA. I recently purchased an ignition part from my Range Rover Sport. Once the part came in, I went to the dealership on Saturday, 12, 2021, to pick it up. I had another place install the piece because I have done work with them before. After dropping my car off, I received a call a few hours later, saying the ignition switch was the wrong one. I immediately called the Chantilly Land Rover parts department and told them about the different parts I received. The parts person said to me maybe they do not know how to install a Range Rover part. However, after further researching, he realized it was the wrong part given to me and returned it because they have the right one in stock. I had to leave a function to pick my car up and head back to the dealership. The car repair place charged me 70 dollars labor for trying to do the work. I explained this to the parts person, and he said I would have to speak to the Parts Manager; this part was a dollar more, but he will not charge me. I called Monday, June 14, 2021, and reached out to the Parts Manager to explain what happened. She was rude and goes on that I have given them the wrong VIN. I said no, and it was verified since my car was in the system from the most recent maintenance I received from them. I ask are you calling me a liar? Then she went on to say, well, the part you came back in to pick up costed more, and we didn’t charge you extra. Little did she know that I knew it was only a dollar more. I told her coming back to the dealership has been an inconvenience to me. My car did not get fixed that day because of the wrong part. She said nothing she could do and was rude, not understanding, and not apologetic. So, at this point, I ask to speak with the Dealership’s Manager. She said he was not in but gave me his number. The next thing I did was call the manager and left a message. I didn’t receive a call back from the manager. So, I called again on Monday, Jun 21, 2021, and spoke to the manager. I told him I tried calling about what happened to me, and He went on to say he was out last week and what was the issue? I explained how rude his Parts manager was towards me and what happened. He said the Parts Manager spoke to him about this issue and asked if I gave them the wrong VIN? I said are you kidding me. The service guy had my correct information up on the screen and repeated it back to me. The manager did not apologize to me for what I was going through, nor did it seemed like he cared. He said he would look into the issue and call me back the next day. However, the manager did not call me back. So, I reached out to Corporate and explained what happened. They called the manager and asked him to call me back to rectify this issue urgently. So, a case was opened by corporate. I am yet to hear back from Land Rover, Corporate, or the Manager. No customer should have to go through something like this. We pay way too much for these cars, and they should not treat us like anything. The sad thing is, I was in the market to buy a Range Rover Sport SVR, and I did but not from this dealership because of how that Parts Manager treated me. I will never have my new car serviced here or deal with this dealership because of how the Dealership Manager treated me and his lack of concern even to call me back.

Would not recommend anyone taking their vehicle here for service. If you want to be charged double for service this is the place. My most recent two service experiences for our Land Rover Discovery were both examples where we were attempted to be over charged. The first was a recommendation to replace both front and back brake pads and rotors. We decided to get a second opinion. Based on that the cost of the OEM parts were significantly less and we didn’t even need to replace the rear pads and rotors as they have plenty of life. The most recent experience was even much worse. We had the check engine light come on. Based on this we thought it would be best to take it the dealer to have is looked at. After the $400 diagnosis the recommendation was an $11,000 repair. After performing some research it appears this repair should be covered under an 8 year 80000 mile emissions warranty. When attempting to discuss with the service manager he basically offered zero assistance and empathy other than telling me call Land Rover directly which I did and intend to follow through with. After reviewing the part recommendations for the repair we found all the parts OEM could be purchased for half of what Land Rover Chantilly quoted. Based on this we picked up the vehicle and low and behold the check engine light is no longer on. Am not sure if it will stay this way but I do know I will not be taking it back to have any service performed at this dealer. This is completely unacceptable for a service department to charge inflated prices like this and not to work with there customers. Cars are expensive and when you buy a Land Rover or Jaguar you expect outstanding service. This dealers service does not reflect that.

Worst dealership. Managed by rude, dishonest people who don’t care about their customers at all. Used car manager and store manager are terrible. Charged a freight fee on a used car. Sold us a damaged vehicle.