Land Rover Novi

The following is my review of a recent service visit to LR FH that I shared directly with the dealership, but to which I unfortunately received no response. I sincerely hope my experience was an anomal LR FH that I shared directly with the dealership, but to which I unfortunately received no response. I sincerely hope my experience was an anomaly and not a representation of the lack of consideration or care shown to loyal customers. Like many, I loathe having to bring my car in for service because of the underlying economics and business model of the service side of dealerships. That said, I appreciate the unique ability of LR to service my vehicle and as such scheduled an appointment for 8:40am on Monday, Dec. 21 to have my left rear tail light inspected as it was not functioning (as indicated on my online service request when I scheduled my appointment). Upon my timely arrival it was communicated to me that the Service Advisor assigned to my vehicle was not yet in. I proceeded to inform the intake Service Advisor of the purpose for my visit (e.g. left rear tail light malfunction) and because I live over an hour away and drove in specifically for my appointment that I would wait. However, due to the current environment and risk associated with the spread of COVID, I expressly and specifically stated that I wanted to limit my time spent in the waiting room and as such did not want any of the usual “diagnostic” testing done. The Service Advisor acknowledged my request and at no point indicated that my request could not be complied with due to policy or legal issues. I was then slide a form document to sign (which I am sure if drafted by a mildly competent attorney exonerates the dealership for any liability associated with my reasonable request under the circumstances) and was informed the Service Advisor assigned my car would be out promptly to advise me on the initial diagnosis. And with that I began my wait in the waiting room (which to my observations has not been changed or modified at all since the onset of the COVID pandemic). Approximately 2 hours later a Service Advisor came out and confirmed what everyone short of the visually impaired could observe; my left rear tail light was not functioning. He further stated that it was going to require a complete replacement of the rear taillight assembly, but that notwithstanding my notice of the issue on my service appointment request, the part was not available and my car could not in fact be repaired that day. Taken in isolation, I could possibly excuse and understand this issue if I had been offered a solution to addressing my needed repair. Instead and without regard to my expressly stated desire to not have to wait for a “Multi-Point Inspection” to be performed on my vehicle, I was handed a multipage computer printout of “Additional Recommendations” that totaled an additional $17,000 of repairs. So with a complete disregard to my expressly stated desire to have only my L/R Tail Light inspected, LR of FH apparently decided unilaterally to dismiss my personal health and safety concerns and instead have me wait in a public waiting room longer than necessary for work to be performed that I intentionally asked not be done. And this is the crux of my issue. I can appreciate that parts may not be in stock and additional arrangements might need to be made, but in this new COVID environment to make a customer wait in an indoor public waiting room longer than necessary while you perform a Multipoint Inspection against my express desires is the epitome of selfish greed and disregard. I have waited to submit this review to ensure that my worst case fears did not manifest themselves, which to my knowledge they have not. Unfortunately the fact that you and I were lucky and nothing worse happened can not and does not in any way excuse the disrespect and treatment I received by having to unnecessarily and needlessly wait for unrequested work to be performed on my car. Simply stated it is apparent that LR of FH was willing to cast aside my own concerns for my personal health and safety and those of others in order to gin up the possibility of generating additional revenue for your dealership of approximately $17,000. While tragic I nevertheless appreciate knowing how much you value the health and safety of your customers as there can be no other plausible or defensible justification for such wanton disregard. And if its not obvious already, then let me make it perfectly clear; your actions are abhorrible and inexcusable and we are fortunate that this conversation is happening under the current circumstances of health. I trust you will revisit your policies and practices going forward to ensure the health and safety of your customers and that my situation, while grossly unfortunate, is an anomaly and not a reflection of how you value your loyal customers. More