Complaints

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• Initial Complaint

  Date:11/03/2022

  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 recently purchased a 2013 Range Rover Evoque from Parkway auto in deer park on Sept 22,2022. We had traded in a 2011 ***************** and purchased the a 3 year warranty through Alfa. The cars check engine light was on and when asked they said that it was a spark plug- knowing that wasnt a huge deal we said okay and purchased the car. I had set up an appointment for an oil change and safety inspection at Range Rover in ******* to make sure everything was good to go. on Sept 25, 2022 she noticed the idle acting strange and a weird smell. She stopped driving it until the oil change appointment on Oct 14, 2022.The service department called back with the news of three pages of problems totaling a little under 15,000$ worth of parts and 35 hours of labor that wasnt included in the quote. Spark plug wasnt on that list. We had called the warranty to see what they would cover and it left about 6,000$ out of pocket expense. We called the dealership and they immediately got defensive and said we knew everything that was wrong with the car when we purchased it. They called me a liar and asked for me to send an email containing the three pages from the service department. Parkway auto then called three days later and said to have the car serviced for everything the warranty would cover and then bring it in because the owner would like to take a look. We said okay and hung up. We called in to ******************* and they said did you hear back from the warranty? And we had said no, and the warranty company sent out an inspector so that they could see the damages since they were so extensive and said everything wrong with the car was considered long term and was like that before we bought the car and that we were denied of the warranty as a whole. Leaving thousands of dollars out of pocket expenses. We went to Parkway auto with the car and they laughed in our faces, told us to enjoy the car and call our lawyer

  Business Response

  Date: 11/15/2022

  This customer acknowledges that she was aware of the pre-existing check engine light on before purchase.  She was also told specifically that purchasing the extended service contract would not remedy the check engine light because it was pre-existing.  As for the long term damages that the Range Rover dealership found, Alpha warranty considers these items to be standard maintenance.  Range Rovers have hundreds of sensors that can trigger a check engine light, however, none of these are affecting the cars' drivability.  With 125k miles, there is no doubt that a mechanic shop can find things to recommend, but this car is still safe and reliable.

  Customer Answer

  Date: 11/16/2022

   
  Complaint: 18355875
  
  I am rejecting this response because:

  The dealership stated the warning light, not check engine, was a spark plug. No check engine light was on until day 3. This car is NOT RELIABLE due to metal shards in the transmission fluid and it is not SAFE due to a massive exhaust leak inside the cabin. Yes there were maintenance items on the invoice from Land Rover, because Parkway did NOT service this vehicle. I have audio recordings of how they do business and how they treat their customers. We asked for Parkway Auto, Deerpark to take the vehicle back and they laughed saying enjoy your new ******** we purchased a warranty for the vehicle, we did not want to have to use it and due to the damages to the cars engine transmission and ********* cannot be driven until 14,000$ worth of repairs are done and that does not include 35+ hours of labor. Parkway auto in deerpark knew what they were doing. They have zero customer service. They have NO integrity. They are a bunch of fraudsters taking money from honest hard working people.

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