Land Rover Tulsa - Service Center

Jaguar Land Rover Tulsa responded

Hello Mr. Smay, my name is Brian Vance and I'm the Operations Manager at Jaguar Land Rover Tulsa. We take all complaints and concerns seriously, and I've have the opportunity to fully research what occurred during your recent Service visit. Mrs. Smay brought her Range Rover Sport to us on 10/28 at 8:12 am for routine maintenance. The process we follow every time is to send our client a written summary of our findings with pictures (video if needed), a description of the findings, and an estimated cost for repairs. We sent this to Mrs. Smay on 10/28 at 12:07 pm, she reviewed the document at 12:31 pm and approved the repairs at 12:34 pm. Shortly after we received the approval, Phillip (Service Advisor) called Mrs. Smay to confirm the repairs and to inform her that we couldn't complete them the same day. Phillip confirmed with Mrs. Smay that we could keep the car overnight and our technician started on the repairs and Mrs. Smay picked up her vehicle the next day, as promised. I don't see anything wrong with the situation so far and, in fact, am pleased that the inspection and work was completed is such a timely fashion. When I reviewed the written summary of findings, we did identify the lower control items as "Yellow", meaning there were signs of wear but replacement was not urgent and optional at this time. Green is no signs of wear and Red means the should be replaced immediately,. All clearly laid out in the Inspection Report. In your review, you state, "I hope this kind of practice catches up to you. We are a part of the Tulsa community that can afford a Range Rover and you can be sure we will spread word of this shameful practice." Well, I'd be more than happy for you to let people know how well we communicated with Mrs. Smay, how accurate our inspection was, and how quickly we performed the approved repairs. As far as "practices" go, if you don't trust Mrs. Smay to make decisions about maintenance on her car, you should probably "practice" better communication or let us know up front, to only communicate with you.

jimsmay responded

Our name is not Sway.

jimsmay responded

An ethical mechanic would not use color schemes so coarse as to be meaningless. Green, Yellow and Red? Really? An ethical mechanic would not alarm their customer or even suggest this repair at all. I trust my wife to make good decisions with good information. That is how poor the pictures you provided are. In fact, when I inspected the bushings with a flashlight, I had to search quite a while to find the crazing. For you to imply different is obnoxious. I don't want to swear on here, but that comment is snarky as can be. I expect a public appology for that. The pictures sent are not at all clear. The description is also not at all clear. You failed to provide good information. The Relevant section says "[Other]: front lower control arms Speak with your service advisor for more information on this recommended service." She did and came away from the conversation with the impression that this had something to do with rust. If the service department is unable to communicate clearly with lay person customer, that is your fault; not the customer. Even when I was on the phone with Phil, he could not provide a clear explanation and used the phrase "...the bushings are cracked...". They are not. These bushings would easily last the life of the Range Rover.