Complaints

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• Initial Complaint

  Date:09/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My Evoque Rang Rover SALZJ2FXXLH118396. Year 2020. I took My Evoque to one of Steele Auto Group for leaking coolant. I took it to the Moncton location under warranty on January 27, 2025 under warranty. I wanted to have everything working properly as I was Putting it away for a bit for the winter. I contacted the Moncton location on February 3, 2025 as it was still leaking coolant. I drove aprox 700 km, and it neeeded coolant added aprox 3/4 of a tank of fuel. Drove another aprox 180 km and needed coolant added again. When I was at the dealership the miliage was 76187 km. The mileage today is 77084 k I drove 897. km and coolant had to be filled twice. This was not fixed when I was at the Moncton Land Rover dealership in January as I requested it be fixed. This was an inadequate repair done to stop the leak. Please note attached documents.

  

  Business Response

  Date: 13/05/2025

  Good afternoon,

   

  I spoke with the service team at Land Rover yesterday regarding this situation.

   

  The customer came to the dealership, still under warranty, with a concern of low coolant, light on dash not seen in reservoir. We pressure tested the cooling system, held pressure for over 2 hours without a drop in pressure. We did not see any external leaks and we had a borescope put down each cylinder to see if there was coolant leaking into the engine and noting was detected as well as checking the heater system (heater core and hoses) with no leak. So, no fault found, and no repair was made because of that. This was the first and only time the customer was at our dealership.

   

  I know the customer reached out to Land Rover Canada looking for goodwill, which Land Rover reached out to us to see if we would help. We contacted the customer and said we would not change anything to continue to diagnose as she paid last time, and we didn’t find anything. There was an appointment made, the customer did not show up. We reached out and the customer said they were not coming unless everything was paid for. Since then, Land Rover has closed the case.

   

  Any further questions please do not hesitate to reach out to me.

   

  Thank you.

   

   

  *** *******

  General Manager

  Land Rover Moncton

  Customer Answer

  Date: 15/05/2025

   I am rejecting this response because:

   

  Hi
  
  Sorry for the delay my husband had a ***** ****** and I have been busy looking after him
  
  I did not make it to the appointment as it is a two-hour drive, and I would not be able to add coolant until the motor cooled down so thus, I called and said I could not make it on time as it would be an all-day adventure to get there.  (I didn’t want the motor to blow up) So thus, I would have had to leave a day ahead and spend the night.  I Called after to have it towed, I was told to tow it there would be over $1000.00 one way.  So not much sence if they were not going to fix it under warranty like it should have been fixed the first time I took it there.
  
  So if my Range Rover is not leaking coolant as they have determined as they had to add coolant where is it going?  Why would I make this up?  Do you think I want to be not driving my car for months?
  
  They said they put pressure on it. How Much?  Not the same pressure as driving the auto. They did not see any leaks.  You would not see any leaks If it was being burnt off as it ran.  The service manager stated they toped it up before I left wasn’t this a clue it was going somewhere.
  
  
  Even before this happened, I had my Range rover there in the fall for a few minor problems no problem getting the items fixed.  Once Steele Motors took over the dealership, they were saying warranty was up January 1, 2025. I had to go to head office and inform Moncton dealership numerous times the warranty was still valid.  It took me pressuring them to realize the warranty was still under warranty It is like they don’t want to fix anything under warranty.
  
  There Moto is if they can not find anything wrong with the car you have to pay for the service call.
  
  I am attaching documents that explain what has been happening to Range Rover’s burning coolant.
  
  
  
  
  

  
  

  

  Business Response

  Date: 12/06/2025

  Subject: Follow-Up on Vehicle Inspection – Mrs. ****** 2020 Evoque

   

  Good afternoon,

   

  Following a review and consultation with executives from Steele Auto Group, we continue to support the assessment made by our Land Rover factory-trained technicians during the January inspection. At that time, no active leak was identified on Mrs. ****** 2020 Evoque, and as such, no repair was deemed necessary or completed.

  In light of these findings, and the absence of any repair work, we believe it would not be appropriate for Land Rover Moncton to assume the cost of transporting the vehicle. That said, Mrs. **** is welcome to have the vehicle brought to either Land Rover Moncton or Land Rover Halifax for a further evaluation by one of our factory-trained technicians. However, the cost of transportation would need to be covered by the owner.

  Please let us know if you have any further questions or require assistance coordinating an appointment.

  Customer Answer

  Date: 17/06/2025

   I am rejecting this response because:

   

  Hi
  
  Why did it take 4 weeks to get back to me?  Why are you not answering the question?
  
  Please note read my previous statement I am not asking for you to pay for the transportation of the Range Rover to Moncton; I was just stating the cost.  Why are you taking the conversation on a meaningless route. Your correspondence the last time took the matter to a meaningless route.  You are not dealing with the matter at hand.  Do you not understand the question?
  
  Did you not read the previous statement I sent or unable to understand? 
  
  I am asking for it to be fixed under warranty as that is why I took it to Moncton in the first place while it was under warranty.  When I was there this was not fixed.
  
  “I contacted them the February 3, 2025, as it was still leaking coolant.  II drove approx. 700 Km, and it needed coolant added approx. ¾ tank of fuel drove another approx. 180 km and needed coolant added again.  When I was at the dealership the milage was 76187 km the mileage today is 77084 km I drove 897 Km and had to be filled twice this was not fixed when I was there originally.”
  
  
  You stated no active leak was identified.  So why did they have to fill it with coolant before I left the dealership?  Just because they were incapable of finding it doesn’t mean it wasn’t there as they added coolant to the car.
  
  Did you read any of the information I sent you on where the coolant may be going and why they could not find it.  (as the coolant was being burnt off).  Again, why did they add coolant if nothing was wrong?
  
  I will gladly pay the cost of transportation but not to tell me they can’t fix it again; or to charge me for fixing it when it should have been done in the first place.
  
  Please ensure that the Range Rover will be fixed at no cost to me.
  
  Please advise.