Customer Service Scoreboard
Defender Northwest LLC. Gig Harbor, WA, A local Car Restoration Shop. I'm extremely dissatisfied with their communication. I've been waiting for several weeks to receive the necessary parts, which they have to order from another source. They haven't given me any timeline for when the work will be finished, and they are not responsive to my texts or phone calls. This level of customer service is unacceptable!
A local Car Restoration Shop (Defenders Northwest LLC. - Gig Harbor, WA): According to the promise they made, the repair work was supposed to be completed within a week. However, it seems like the process is taking longer than expected due to the unavailability of certain parts required for the repair. It is quite frustrating as it would have been better if they had communicated the delay upfront, so that we could have made alternative arrangements accordingly.
The car restoration service I received from a local shop (Defenders Northwest LLC. Gig, Harbor, WA) was unsatisfactory. The work was delayed, and the final result was subpar with some parts not functioning correctly. When I contacted the shop about my concerns, they were unhelpful and dismissive. I strongly recommend avoiding this shop for car restoration services.
I had my car restored at Defenders Northwest LLC Gig Harbor, WA, but the service was unsatisfactory. The work was delayed, and some of the parts were still not functioning correctly. When I raised my concerns with the shop, they were dismissive and unhelpful. I would not recommend this shop for car restoration services.
!!!BEWARE OF CAR RESTORATION SCAM!!! As legal Findings Alleged against Brian Hall and Michelle Hall for Defenders Northwest LLC and its owners, Brian T. Hall and Michele A. Hall are being sued for car restoration fraud. The copy of the complaint is here. There are various news stories about the scam. https://intpolicydigest.org/a-lawsuit-roils-the-defender-world/ International Policy Digest. A Lawsuit Roils the Defender World. Land Rover Defender enthusiasts pay top dollar for fully restored vehicles so when one company engages in shady business practices people take notice.
!!!BEWARE OF CAR RESTORATION SCAM!!! As legal Findings Alleged against Brian Hall and Michelle Hall for Defenders Northwest LLC and its owners, Brian T. Hall and Michele A. Hall are being sued for car restoration fraud. The copy of the complaint is here. There are various news stories about the scam. https://intpolicydigest.org/a-lawsuit-roils-the-defender-world/ International Policy Digest. A Lawsuit Roils the Defender World. Land Rover Defender enthusiasts pay top dollar for fully restored vehicles so when one company engages in shady business practices people take notice.
My husband and I were taking a trip from Texas to Florida on vacation on Sept 2, 2021. At 5 p.m. on a state road in Mississippi a large deer jumped over a bridge rail and ran in front of us; we were going the speed limit which was 65 mile per hour. Our Velar handled well, but the impact damaged the radiator. We sat on the side of the road over 2 hours (it was turning dark)--finally Road Side assistance called us and told us that no one was coming. We found out later they did not have a contract in that area--we were about 60 miles from Mobile. They would not pay anyone in that area to come and get us--instead they let us be stranded. There were no rental cars available in a 2 state area-- we were stranded and had to call the police. The tow truck got there about 8:30 pm and took us to the closest small hotel. Someone had to drive 7 hours to get us. This was not the worst part. It is now September 7, 2022 and I still do not have my vehicle back. I have filed with the Better Business Bureau, Texas State Attorney General, looked into state lemon laws through a lawyer and contacted Landrover Corporate last spring. My latest update on September 6th from LandRover corporate was Landrover has no idea when my parts will be available. My advisor at the body shop which is a LandRover approved shop (if there is aluminum damage like mine had you have to have the work done at one of these shops--there is one every 3-4 hours from each other in my area). Mine has several LandRovers that have been there 15 months or more. I have no idea when I will get my vehicle back but I have paid over $14,000 for a vehicle I do not have. LandRover does not tell you if you get in an accident (which was not our fault) that it has to go to a LandRover insured shop---many insurance companies will not pay for it to be towed that far since the shops are spread out through the US. Mine luckily did pay for it but I had to fight it. In addition, they do not tell you if you get in an accident you will not have your car for over a year. The excuse has been COVID but it is two years later. My point is if you cannot provide parts for a vehicle in a reasonable amount of time, then it is unethical to sell them. One thing I heard was if you can afford a LandRover you can afford to pay $14,0000 for nothing. That is not the case--LandRover does have entry level vehicles. DO NOT BUY a LANDROVER! Getting parts for them has always been very difficult but this is ludicrous. Realize if you buy one you may be without a vehicle a year or more and have to buy another vehicle while you are paying on one you do not have.
Be careful with Land Rover; I bought my car, Land Rover Discovery Sport 2017. Its engine was broke when we drove only 23.000 miles, the dealer asked me to talk to Land Rover's Clients Relation, and when I called them, they answered me that it was not their responsibility, the car engine has destructive quality issues, and they disagreed with my customer right to send the machine to an expert inspection at the US Department of Transportation. Terrible car Land Rover quality and service. The engine quality and their service are clearly problems but they ask me to pay 60 % for the engine while they compensate me only 40 %
Scheduled an appt with DFW Frisco LR and brought car in and they said it might need to stay overnight but no loaner. OK... They call later and tell me they aren't going to get to it AT ALL, for DAYS. To just come and pick it up- no repairs done. I have NEVER seen anything like this. Ever. Just unreal.
Got brand new 2017 Range Rover sport with less than 13K miles now and has been in the shop/dealer more than 4 times already with 'transmission fault' defect that disables the entire engine and wont start until computer resets itself which could be 20-40 minutes later. At age 43 with several cars under my belt, have never paid so much for a vehicle that is so unreliable. thoroughly disappointing experience with Land Rover.
Not easy to get hold of, very slow to reply and shockingly bad "resolution" of problems. Once LRCS have decided that black is white, or that white is black, the subject is not open to debate - LRCS has spoken! Fortunately the car is actually quite good so, for my own sake, I try to have as little to do with them as possible!
During August 2015, my 2008 Range Rover Supercharged was suddenly going into 'limp mode' (wouldn't get out of 3rd gear) periodically when I would travel at higher speeds. The easy solution was to turn the car off and turn it back on and the problem would go away . . . for a while.
I took my Range Rover to be serviced at Rosenthal Land Rover Tysons Corner, where I bought the vehicle new. Their diagnosis was that the rear differential motor needed to be replaced. Rosenthal also included other related and unrelated suggested repairs (new tires, new brakes, alignment, 90K mile service) for a total of $6,000!
Given that my vehicle was no longer on warranty and sticker shock of $6K for a car with less than 45,000 miles, I would seek a second opinion that the rear differential motor was the problem. The rear differential showed no leaking, oil was full and the sound of the rear differential motor seemed fine.
Rosenthal returned my car to me but in the meantime fixed a Land Rover recall issue - which I never authorized - and charged me $148.66.
We raised our concerns to the corporate office at Jaguar Land Rover North America, LLC, given my vehicle had less than 45K miles, that I've been a loyal Range Rover owner for over 10 years and had never experienced any mechanical problems before. Land Rover is in the business of making money, so that didn't get me anywhere except added frustration.
I then took my vehicle to a well respected Land Rover specialist, who works solely on Land Rovers. They looked at the rear differential motor and agreed it was in tact. Instead they discovered that the Rear Differential Control Module (RDCM) was fried and needed to be replaced.By replacing the RDCM, this exposed the root cause problem: my vehicle was emitting diagnostic trouble codes (DTCs) of P0729, P0730, P0734 and P0735.
These DTCs were documented in Land Rover Technical Service Bulletin (TSB) #LTB00514 from Jan 17, 2013 as an indication that internal lead free stator bush wear causing loss of pressure on E clutch.
The net? Either repairing the unit or replacing the ZF 6HP Automatic Transmission. I chose the latter and the vehicle now runs fine.
The folks at the repair shop were awesome: unlike many other service centers they were transparent, they kept me updated throughout the process and treated the car as if it were their own. They used Eriksson Industries that specialize and are authorized in building ZF transmissions which kept my costs at minimum and came with a two-year warranty that is transferrable which is important since I plan to sell my Range Rover and purchase a new vehicle.
If you have a Land Rover that is not on warranty and potentially needs service, I would strongly not taking your car to a Land Rover Dealer, and finding a reputable shop like we did!
Range Rover Evoque engine blows up less than 25,000 miles. Vehicle recovered into a dealership by assist in October and still yet to be seen.
Keep getting fobbed off with flimsy excuses by the dealership, supplied with sub-standard courtesy vehicles and no-one seems to care about the cutomer service side. False promises and awful communications.
The vehicles may be fashionable and desirable, but the mechanicals are poor and the company does not give a hoot. Do not fall in to the same trap and buy one of their vehicles - you will be disappointed
Land Rover Hunt Valley, MD. *****DO NOT GO THERE*****FRAUD DEALERSHIP*****RUN!*****
I dropped off my 2011 Range Rover Sport for them to install new tires, perform alignment, and oil change. Two days later, the service adviser left a message saying the car was finished and the technician who worked on it was test driving it. I went to pick up my car. When I started the car, it took a few seconds to fire up which was not normal. It would fire up right away before. In addition, there was a check engine light, triangle with exclamation point, and the message Restricted Performance. I immediately showed it to a car dealership personnel who said they have to look at it the next day and gave me a loaner.
The next day, I received a message from the service adviser that the dealer had check everything that it was nothing the dealership did that caused all the error messages, and they wanted me to authorize the dealer to diagnose the problem. I of course did not authorize the work and drove to the dealer. Upon arrival, I asked for the General Manager of the dealership but was told he was on vacation and was directed to Service and Parts Manager, Ron Johnston.
I explained that the second I dropped off the car up until the second I arrive and started the vehicle I did not hear anything about problems with the vehicle. You would think at some point when the dealership had my car something would have popped up, especially during the test drive by the technician. Immediately, he came off as arrogant and a jerk. The manager simply said, "Stuff happens" and asked me the question, "Have you ever gone into a room and turn on the lights but they didn't come on?". Personally no, but I guess theoretically it could happen if a bulb goes out. I told him I still believe the dealership had done something to my car. After 20 minutes, I knew the conversation wasn't going anywhere so I left and said they would be hearing from my attorney. He followed my and asked if I was going to drive the vehicle home cause I may not make it home and might need to get it towed. I simply said yes. When the technician delivered my car to drive home, again, he asked if I was going to drive home cause the car might not make it home.
When I started driving the vehicle, the car was extremely slow to accelerate and would not shift out of 3rd gear. I noticed that my digital settings were reset, my clock was now set 24 hrs instead of 12 hrs as I originally had, and my temperature setting was degrees Celsius instead of Fahrenheit. I thought that was strange, what did putting new tires, alignment, and oil change have to do with those settings being changed. I thought the only way was that the battery was disconnected and there was now power source. So I drove to an NTB and started talking to the manager. I asked him if there was anyway the digital settings could be reset and he said yes, if you disconnect the batter without backup.
It turns out that the dealership had disconnected the battery without power backup and the computer loss all the settings including the fuel injection/pump settings resulting in the car driving in limp/safe mode.
The theory is the dealership tried to get more "business" from me by disconnecting the battery so I could authorize them to diagnose the problem and fix the problem. It all came down to more $$$$$. DO NOT GO TO THIS DEALERSHIP, THEY ARE A FRAUD. RUN AND RUN FAST!
I have contacted Maryland's District Attorney for Consumer Complaints and they recommended that I file a complaint against the dealership. I WILL!
Having for some time become fed up with being overcharged by Land Rover main dealers for all my servicing and repair needs I recently decided to try the smaller family firms that does tend to specialise in Land Rover repairs and maintenance. With this in mind I recently visited B G Landrovers who are an Independent Land Rover specialist based in Whitchurch Ross-on-Wye in Herefordshire. I explained to the proprietor the problem I was having with loss of power and occasionally slow to accelerate through the gears and he advised to book in for a fault diagnosis.
On arrival on the agreed date the proprietor met me immediately with a lap top computer in hand and set about finding the fault codes. This took all of three minutes to diagnose a problem with the turbo. He then spent the next ten minutes explaining the technicalities of his diagnosis. He then set about spraying oil into the activators and gave me some Forte Turbo Cleaner and advised me not to use diesel from any supermarket because all their fuel does not contain any lubricating additives.
For this 'so called specialist information' and simply a diagnosis I was presented with a bill for £55.00 diagnostic charge, £3.00 for lubricants used, £10.00 for turbo cleaner and an hour labour charge at £55.00 all plus VAT making a total of £155.00 simply for a diagnosis. If this doesn't work (which he advised he didn't think would) it would cost me around £2500 or thereabouts to replace the turbo charger. So much for using the small independent specialists compared to a main agent.
I will naturally not be going back to this place nor will I be recommending them to anyone. I also have a maxim that if ever I am ripped off by these unscrupulous merchants it NEVER happens twice. Good luck to B G Landover's but if they treat all their clientele like I have been treated the main dealers will never have any worries about losing business to these kind of operators.
I can honestly say that Derek Alore at Jaguar Land Rover Lakeside was a phenomenal sales person. He did everything in his power to get me the car I wanted. I am super excited and definitely will refer him and his team to anybody I know. Thank you guys for being so awesome and helpful. You guys ROCK!!!!!
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