ComplaintsforLand Rover Tampa

• Initial Complaint

  03/11/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  The vehicle had a leak in it that caused water damage to the electrical modules and now the car is completely dead. The car is only two years old and advertised as being able to drive thru water. The dealership cannot find the leak so the insurance is not willing to help us.

• Initial Complaint

  02/01/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  ordered a vehicle two years ago from Land Rover Tampa, received an order detail in Nov 20/23 with the price.vehicle arrived on 01/31/24 went to pick it up and at paying time i was informed that it will be another $30,000 "market adjustment" at no time during those two years and multiple emails was i informed that such increased would be added.this might be legal but definitely dishonest

  Business response

  02/01/2024

  In the spirit of goodwill, I will give the customer 50% off the market adjustment.

   

  Let me know how to proceed.

  *******************

  GM - Land Rover Tampa

  Customer response

  02/01/2024

   
  Complaint: 21231022
  
  I am rejecting this response because:
  
  Sincerely

  i will accept $10,000 above msrp
  
  ***************************

  Business response

  02/05/2024

  I am glad to hear everything worked out and you are happy with your new vehicle.

   

   

   

• Initial Complaint

  10/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Our Land Rover battery light came on and the car was towed it to the dealer. The dealer did a 135 point test that showed the car was working properly, but that a coolant leak was not allowing the engine to turn on. On the way home the engine light came on, the car overheated, and the car was towed back into the dealer. They said it would cost $14,000 more to repair to rebuild the head gaskets. This is where we got concerned that the dealership was hiding some important facts. Somehow they repaired and drive the car in under 5 hours. They did not follow the "air bleed" procedure in the manual. The dealer stated they instead do a 5 minute "air vacuum" process that "should guarantee" that no air bubbles. Here is a summary of the dealer facts:1. They completed the repair in under 5 hours, likely 4 hours.2. They did not do the air bleed test according to the manual guidelines 3. They told us the engine would be fine once the coolant pipes were replaced, and that the system checked out fine during their **************************************************** use cameras before the repairs if previous engine damage was suspected.4. They failed to properly test drive the car after the repair if the engine should have been cooled. (Other service providers allow the car sit overnight to make sure there are no air bubbles).5. They drove the car two separate times for some unknown reason and told us they only drove it 1 time.6. They gave us the car back and the receipt states the car was in working order. The car and the car engine failed on the way home.7. They verbally told us the car was worth now only worth $8k and they "may be able" to get us $15K for a trade, the car value was closer to $28K. 8. They also offered us 2 days of a rental car, and said it would take "months" for inspectors to look at the vehicle.We would request that the dealer complete the repairs at their expense so that the vehicle is drives properly according to Land Rover guidelines.

  Business response

  10/09/2023

  ***, this is certainly upsetting to hear and we apologize if this has been your experience with us. Thank you for providing so much information regarding your visit. We're going to follow up with our team on this issue right away and would always welcome an email from you.

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

  Customer response

  10/11/2023

   
  Complaint: 20696188
  
  I am rejecting this response because: I will send the email to the account as requested, but this does not resolve the issue with the vehicle. Once the vehicle repairs are resolved we will be able to close out the complaint.
  
  Sincerely,
  
  ***********************

  Business response

  10/13/2023

  On March 31, 2023, we were advised a low coolant light illuminated and discovered a preexisting coolant leak.  Based on the diagnosis we recommended certain repair service to remedy the issue, including a recommendation to not drive the vehicle due to the potential for further damage.  However, those services were declined. 
  
  About 6 months later, in September 2023, with over ***** additional miles, the vehicle was towed to us for an overheating concern.  Upon reviewing telephone conversations related to this visit, the reason for the tow was due to an engine overheat, not the battery light.  We were informed that prior to arrival at the dealership, coolant was added and ***** Stop Leak.  The vehicle then started smoking, shuddered, and turned off.  The battery light came on because the engine stopped, and the alternator was not turning and producing current anymore. 
  
  Upon speaking after this occurrence, we discussed the possibility of the head gasket being damaged already from the overheating event.  Statements that the car never overheated prior to being towed to the dealership and only after we worked on it are untrue, and contrary to conversations with our Service Advisor.
  
  The following addresses each issue raised in the initial BBB Complaint;
  
  An experienced Land Rover Technician can typically do this job in 4 to 5 hours.  While getting a trailer hitch installed, we met in person, opened the hood, and confirmed the parts had been replaced upon your suspicious statement. 
  The Land Rover Discovery repair manual specifies a cooling system draining and vacuum filling procedure and a specialty tool being used for this.  We followed the repair manual as it instructs us to vacuum fill the cooling system.  The engine is cold at this point.  It is then started and allowed to run and warm up.  Any potential air bubbles will then leave the system.  While it is running, service technicians are checking their work to make sure it is not leaking.
  We would have been unable to do a block test with the coolant pipe split.  A block test determines if there are combustions gases in the coolant.  A camera will only show physical damage to the inside of the motor.  A blown head gasket is not able to be seen with a camera.  After reviewing all telephone conversations, at no time did the dealership state everything would be fine if the pipes were replaced.  Alternatively, the dealership advised that if the repair is not completed, it could cause major engine damage. This recommendation was not followed during the visit for service in September. 
  Since the initial repair was done to a cold engine, it was started cold and allowed to warm up before being driven.  The technician is looking for leaks and monitoring the coolant level before driving. 
  We drove the car on 2 separate occasions as conducting a test drive is the procedure technicians follow to ensure repairs are properly completed. In this case, 2 were completed. There are instances when more than 2 test drives may be needed. We apologize for misspeaking and stating only one test drive was completed.  
  When the vehicle was returned after service, it was in working condition, however had an underlying problem that was not seen.  There was no way of knowing a head gasket would fail unless we drove the car further.  Our test drive of vehicle was sufficient to release as it held pressure, did not leak and handled multiple road tests without failure. 
  The value discussed was the difference between being repaired and not repaired.  It was suggested that a call be made to Land Rover to start a CRC case to see if they would assist. 

• Initial Complaint

  05/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I went online to look for a vehicle. I found the vehicle I thought I wanted from land rover tampa. ***** was my sells rep. ********* was done online. I flew in to get the vehicle and the short interaction with my sales rep was unprofessional to say the least. She messaged and called when trying to make the sell but once I picked up the car and had to turn around to even get a temp tag the car had a light come on. I'm heading back to tennessee she would not respond. I got home they key would only do certain functions ***** said the key needed to be replaced. The car need sensors and also I cant get a response to get my tags. This is the second time I have purchased out of state because ********* *** of ************** made it so effortless I thought I could do it again. WORSE EXPERIENCE!!! Now I'm stuck trying to make repairs on a 60k vehicle because I cant get a response, a key, or anything else from LAND ROVER!

  Business response

  05/25/2023

  ********************** --

   

  We apologize if we've caused you any frustration and will look into this with our team right away. Please send us an email if we can address these concerns with you directly. 

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

• Initial Complaint

  12/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Hello, My fianc purchased a used truck on October 20th from Land rover of Tampa. We saw the vehicle online, made some phone calls about it and went there on October 20th of 2022 to see the vehicle, perform a test drive and then purchased it. The sales lady ***** informed us that they did an Oil change, Fuel Filter change, wiper blades the washer nozzles washer hoses an indicator bulb and they removed *********** locking lug nuts from the vehicle. We felt as if they had a certified technician inspect the vehicle and nothing else was needed it was okay to buy the vehicle AS IS. Well here we are less then 90 days of owning the vehicle (57 days to be exact) the vehicle went into limp mode, check engine light came on and completely stop running. Became un operational. On Monday December 19th we brought it to a repair shop to find it had a code of P0087 (Fuel Rail/ system pressure too low) further diagnostics were performed and after pulling the fuel filter it showed contamination to the fuel system meaning (metal particles and rust) throughout the fuel system. Which throws a huge red flag to us since they said they replaced the fuel filter and contamination and rust doesn't just show ** in 57 days. Repairs are $10,000!!!We have been calling the dealership since Monday. We have left voicemails with sales managers, saleswoman (*****) and Finance, since they claimed they "downloaded" our paperwork to a *** file and the *** file is empty. We talk to ******** on 12/20 around 630pm and he said he was emailing the paperwork and shocker we have yet to get that email with our loan information and papers we signed. They have not returned a phone call about our paperwork since Monday. We brought the fuel issue to their attention Today on 12/21 and our calls keep getting forwarded. We brought our missing paperwork to their attention on Monday and still we have yet to receive our documents from October 20th when the vehicle was purchased.

  Business response

  12/21/2022

  Hi, ****** -- 

  We can understand your frustration and we apologize if there's been any lapse in communication on our end. We will look into this right away and promise that if you send us an email, we will respond as soon as possible. 

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

  Customer response

  12/22/2022

   
  Complaint: 18623181
  
  I am rejecting this response because:
  They are not offering anything other than us to communicate through email. 

  After calling and speaking with ***** and leaving endless voicemails for ****** and ******** in finance we should have gotten our documents by now and we should have received a return phone call from the sales manager. But nothing has yet to be done by this company. 
  Sincerely,
  
  ***********************

  Business response

  12/22/2022

  Hello, ****** -- 

  We've received your email and forwarded it to our team. From what we understand, they are working on this issue and we will follow up with them as well as forward this response as well. 

   

  Sincerely, ********, Customer Relations Specialist, ****************************
  
  

   

  Customer response

  12/22/2022

   
  Complaint: 18623181
  
  I am rejecting this response because:

  Finally got a phone call from I'm assuming their sales manager. He's stating "no where" in their documentation is there a fuel filter replacement. How convenient even after I called their service department yesterday at 9:56AM and got a woman who I provided our phone # too and she pulled up all service records and informed me of all that was done I double checked with her the fuel filter was replaced and she said yes mamm it was. Experience from working in a dealership I'm pretty positive they record all their phone calls, Should probably pull up my phone call from yesterday at that time from the service ***** Since now I'm being told there's no record which we wont know now since we never actually got our documents on the thumb drive back on October 20th and they are all the sudden over-nighting it today after we had to file a complaint. Its amazing how these dealerships work. He informed me truck is 9 years old, we didn't purchase a extended warranty (which an extended warranty would not cover a fuel system replacement anyways) So he told me were out of luck and its our issue. He said he also knows that a fuel filter replacement does not cost $10,000 but as I tried to explain it is not only the fuel filter that needs to be replaced. Were done at this point. This dealership is an absolute joke and we will never purchase from another dealership. They took advantage of someone who needed a truck from the hurricane and now they want to play around with service records but since we never actually got the records we needed before saying something we wont actually know. 

  This dealership is beyond uncreditable. We get we bought a used truck its what we could barely afford. It's sad your going back on what was said since we didn't have the paperwork. It was disclosed before purchasing the truck the services that were done as well. OTHERWISE WE WOULD NOT HAVE BOUGHT IT! We know how a diesel vehicle operates. I'd shut their dealer down. They clearly are only out here to make a buck and s**** people over. 

  Merry Christmas to us. Thanks so much to Land Rover of Tampa for selling us a truck your now claiming you never actually serviced. Your beyond a disgrace of a dealership and We will inform everybody we know of your actions. 
  Sincerely,
  
  ***********************

  Customer response

  01/19/2023

   
  Complaint: 18623181
  
  I am rejecting this response because:

  Here's some concerns I have with Land Rover of Tampa: they charged my finance' $82.35 for registration fees and another $199 for electronic registration filing fee never sent his updated registration or sticker for his truck. By ******* law a licensed dealer is required to apply for a tag and title within 30 days. Another area of concern they charged him $1586.00 for "profit to dealer for items such as inspecting, cleaning, and adjusting vehicles, and preparing documents related to the sale" my issue is that the vehicle was not actually inspected according to your dealership when I called back in December, it would have been noted that all cab mounts were dried up and gone making the vehicle UNSAFE for delivery! It's also a law in ******* that this fee be included in the advertised price. It was an additional charge to us. (The advertised price must include all fees or charges that the customer must pay, including freight or dealer prep charges etc. (******* Statute Section 501.976(16). The wheel bearings in the front of the vehicle are shot, the rear brakes have NOTHING to them! So if we were charged this amount why in the world was nothing noted or repaired for safe delivery of the vehicle? A thorough inspection clearly wasn't done and it looks like WE PAID for that to be done. They charged a "predelivery fee" of $1198.00 in terms doesn't that stand for any money or things of value, which an automotive dealer accepts from a customer in exchange for the performance of a " PRE- DELIVERY" SERVICE* upon a motor vehicle. Doesn't look like we had this vehicle delivered. And if this fee is paid to the dealer then what was both the $1198.00 & $1586.00 for? That was never disclosed in our transaction. They also sold him a ********** appearance protection but provided him no information what so ever.

   

  
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/20/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Since two months ago we have been taking our Range Rover to Land Rover of Tampa on Fowler ave in Tampa, Fl to repair a oil leak to the bottom of our vehicle. We have had many serious issues with this dealership pertaining to this simple repair. In the month of March we went to pickup our Range Rover after we were told the oil leak was repaired on to realize the mechanics forgot reconnect the fuel line, this resulted into a major fuel leak at the local Wawa gas station and us having to return the vehicle the same evening. We drove the vehicle with a strong smell of gasoline which caused the driver to have headaches and dizziness. The manager eventually gave us a check for $50 to replace the fuel after several frustrating phone calls by the owner who is disabled. A week ago we were told to the pickup the vehicle again, as Land Rover stated the leak was coming from the exhaust manifold and not the head gasket as we were told by the Land Rover Corporate office and confirmed by a local mechanic. Land Rover charged us just below $3000 for the repair only to find the vehicle is leaking oil even more than before. We spoke with John the service tech last week and was only told the vehicle has not been looked at as yet. This is very frustrating, the level of unprofessional conduct and mechanical errors by Land Rover especially for an owner who is about to be admitted to a hospital for major surgery.

• Initial Complaint

  02/02/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  2015 Range Rover Evoque was dropped off on December 17th of a turbo charger repair. Vehicle was picked up on January 5th and the vehicle was still not repaired after I paid $6487.79. When I did a thorough visual inspection on the vehicle, I found the following issues: 1. The vehicle experienced some sort of impact to the rear passenger bumper. That was clearly not there prior to dropping the vehicle off as it wasn't noted in the intake inspection. 2. The undertray was covered in oil. 3. The screws replaced for the tow hook tray are galvanized "Home Depot" screws and not OEM as previously requested. The washers that I placed there previously were reused. 4. There is a sequence of gouges on the right front wheel (inside). I had these wheel powder coated at your dealer and that cost me $2,500. 5. There is burnt oil coming out of the Egress portion of the Catalytic Converter right at the pressure clamp. 6. The Turbo was still not working properly and the engine shutters under power. Previous issues: 1. Scratches to the hood while replacing wiper blades 2. Broken latch release under the hood 3. Missing screw from the Tow Hook Cover 4. Damaged Gearbox module while the vehicle was being serviced that was not an issue prior to getting the engine, transmission and differential oils changed. 5. Grease stains left inside the vehicle after service. 6. Missing battery cover screws After I expressed that I did not trust the technicians, management and they refused to contact me in a timely manner, I asked for my vehicle to be returned since the invoice was paid. The dealer has refused on numerous occasions. My vehicle has been at Land Rover of Tampa for well over a month and they still refuse to release my vehicle.

  Business response

  03/04/2022

  Business Response /* (1000, 6, 2022/02/03) */ The vehicle was here for an extended length of time due to availability of the part required. Customer has been in a complimentary loaner vehicle the entire time, as to not inconvenience the customer. The repair was completed and vehicle was picked up by the customer. The customer did not note any damage to the vehicle at that time. The customer then returned the vehicle due to poor performance, and stated that he took it apart to verify the repair. Despite our inability to be able to confirm whether the customer's actions contributed to the failure, we agreed to repair the vehicle and touch up the damage to the rear bumper. Consumer Response /* (3000, 8, 2022/02/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) The intake form was filled out at the time the vehicles was dropped off and there were zero damages documented in the intake form. Furthermore, the vehicle remains at Land Rover Tampa since December 17th. I had to contact the Morgan Auto Group who owns Land Rover Tampa in order to get the repairs moving again because the service manager refused to call around the dealers to have a new turbo shipped to the dealer to complete the repairs. Several parts listed in the invoice were never installed on top of having installed none OEM parts on the vehicle when I specifically asked for OEM replacements. The Director of the Morgan Auto group has taken over the care, repairs and communications regarding my vehicle as of 02/02/2022. Business Response /* (4000, 10, 2022/02/09) */ Mr. ****** is in direct communication with the Morgan Auto Group Service Director while we work to complete the repairs. The required part is due to arrive this week. Barring any unforseen shipping delays or additional parts required, we expect the repairs to be completed sometime next week. Land Rover Tampa is happy to report the update once the vehicle is completed.

• Initial Complaint

  06/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I waited over three months to have my 2011 Range Rover Sport serviced. My appointment was 5/11/21, I told my consultant that my tire pressure yellow light was on and I wanted it fixed. During the time of service everything the dealership recommended I got no questions asked. They had my truck for 5 days. Once I received my truck drive 5 miles the light came back on, then another light. I have attempted to reach out to my consultant and the service manager and no one is returning my calls. It has been over one month and I'm still chasing around a problem that they said was fixed. This is poor service and the fact that no one seems to want to fix the problem is worse. When I brought up the light again after I left the dealership everyone kept saying nothing is wrong it's just a nuisance they checked. Spending all this money I do not care about the cosmetic nuisance I want the light off and I want quality service. I believe they aren't treating me like they would other customers

  Business response

  07/09/2021

  Business Response /* (1000, 6, 2021/06/24) */ Dear Ms. ********: We received notice that you were having difficulty connecting with us regarding a follow up appointment to resolve your vehicle concerns. Please accept our sincerest apologies that we disappointed you. Please let us know when you would like to schedule your appointment. For future reference, if you are having trouble getting in touch with us, you can make a service appointment with our scheduling center. They can be reached at 813-930-2505 x2224 Alternatively, you can schedule a service appointment on our website at: https://www.landrovertampa.net/service/schedule-service/ We look forward to assisting you resolve the matter. Thank you. Jennifer S. Centre Manager Land Rover Tampa *********************Tampa, Florida 33612

*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. ↩