Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:13/12/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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.

  Was promised to and the lease of the old vehicle with no charges in order to purchase a new vehicle. Three months after the transaction receive a third-party bill for repairs and the vehicle that we have lease end protection Contacted the sales person he did not put any care into it and told us to straight go to the third-party and deal with them I was looking for explanations on why the charges would be but the sales person did not put any care until I made Him understand that he Had to explain to us because he was The responsible person for this trade I wanted to speak with him in person and He said I am wasting my time Made the entire experience very unprofessional, he first said we did not have a lease protection plan that's why we received the bill then he looked into it noticing we had a lease protection plan We were originally promised no charges on the old vehicle and it ended up with the bill

  Business Response

  Date: 06/01/2025

  Good morning,

  We are very sorry to hear that Mr. ****** did not have a pleasant experience with their sales person.  When vehicles are leased, an inspection must be done at the end of the lease to determine whether or not that use has been 'acceptable' during the lease period.  Mr. ****** did in-fact have a lease end care protection with the leasing company, CDLSI.  This excess wear care protection covers additional wear and tear, deemed above an acceptable amount, as a waiver.  Damages on Mr. ******'s vehicle exceeded what would be deemed acceptable wear and tear, and therefore he received an invoice from CDLSI, the leasing company.  We encourage Mr. ****** to dispute these charges with AutoVin and/or CDLSI. 

  Customer Answer

  Date: 16/01/2025

  I am satisfied with their answer

   

  thank you

• Initial Complaint

  Date:26/04/2023

  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.

  I am writing to express extreme displeasure with Land Rover Ottawa.
  This dealership has been in possession of my vehicle since early September. I was quoted a repair bill totaling $9,205.19 for the following ($5,000 of which would be covered by warranty):
  · Cracked turbo/manifold = $6,043.52
  · Time cover leak = $1,560
  · Back up camera = $542.66
  But instead they've done electrical work without fixing the repairs for the cracked engine and used hours of labour beyond what was discussed or approved. I have been served an invoice of $10,000 for a repair that does not include the cracked turbo engine covered under my extended warranty. Furthermore, I was asked to pay a partial amount upfront and they have yet to provide any indication that this is standard practice/policy that is available in written form.
  When I received the call about the cracked turbo manifold, the service rep said they found the problem and “it was a good thing I brought it to them when I had because things would have been much worse had I waited.”
  Months later, I received a call saying the car wasn’t working at all now and that they can’t even start it; though I had driven it to the dealership without issue. I was told that while attempting to run diagnostics the vehicle “fried” the gateway module. I was asked to authorize the purchase of another one at $800. I authorized that purchase. I received another call saying the second module had also fried but that because they knew it wasn’t my fault I need not worry; they will order another one without any cost to me.
  I approved in early September the repairs of a cracked and leaking engine that was said to be a major concern at the time. All of a sudden, it is being described as minor. One can only conclude the severity of the leak was misdiagnosed or inflated in September, and that the condition of the vehicle worsened in the dealership’s care.
  They've now left me without a loaner (i.e. car to drive) and an unresolved bill.

  Business Response

  Date: 03/05/2023

  We have met in person with the individual and have addressed any and all concerns.  This matter is considered resolved. 

• Initial Complaint

  Date:07/01/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Purchased an extended warranty and cancelled it 2 months later.
  
  Land Rover Ottawa did not explain the refund policy and should refund the cost of the warranty.
  
  Failure to resolve this issue will result in small claims court in Ontario.

  Business Response

  Date: 18/01/2023

  Good afternoon,

   

  We have been in contact with Mr. ****** and have offered a pro-rated refund for the extended warranty that was purchased. 

   

  Thank you, 

  Customer Answer

  Date: 30/01/2023

   

  Land Rover is suppose to send a refund. Thank you for the help.