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First, I will say that my review is 100% based on my... - LAM
First, I will say that my review is 100% based on my customer experience at this dealership and not about the quality of the vehicle. I actually love my car. This is to caution anyone thinking of buying from this particular dealership and dealing with Hitesh Moudgil. I will not comment about the service department except to say that Matt S is great - communicates promptly and is professional. Here is my story: I wish I were making this up because it is so ridiculous - we just wanted to buy a new vehicle.
My lease expired on October 1, 2020. I started calling the sales agent Hitesh in August about purchasing a 2020 model. Literally have barely spoken to him over my 42 month lease, I guess follow up with customers is not part of the customer service mandate here. We made an appointment, came in, test drove and agreed to purchase a 2020 model and sent in our specs. After NUMEROUS emails, calls, and unanswered emails, we were told that we missed the 2020 production run which wasn’t exactly true.
I called the Edmonton dealership and spoke to a sales person about moving our business there as we were unhappy with the customer service at the Calgary location. Within a few hours, the Edmonton store had a manager contact me and told me the Calgary location was under new management due to this very issue. Being a reasonable person, I gave them the opportunity to prove me different.
I spoke with Maurice (the new manager) on the phone about our entire experience - noting all the issues with the 2020 and previous service issues. Seemed like a nice enough guy, trying to change the reputation of the dealership.. He convinced me that they were going to do better. That he was there to change the culture - trying to improve the customer experience. That has proven to be completely false.
I'm told we will be 1st down the production line for the 2021 model. My lease is extended for 3 months. Vehicle is set to arrive in March. Lease extended for a 2nd time in January. Email Jan 27, 2021: “Your vehicle is flagged to be one of the first ones coming in but there have been some delays in the redesign production. We are estimating the vehicle to be here in May”. I asked a question regarding this timeline and got no response until Feb 1 only after having to text his manager Maurice, then Hitesh bothers to answer me. Maurice apologizes for the lack of communication. Email March 3, 2021: I have to ask for an update……...Great news, the timeline has shortened from earlier. Please see attached. We are anticipating the Jag to be here End of March or First week of April. That’s the last update I ever get.
If all of that isn’t bad enough, the lease extension is applied incorrectly. Canadian Dealer Lease Services (Hong) acknowledges THEIR error in writing but proceeds to report it to the credit bureau. I have an email dated Feb 19 from CDLSI saying the incorrect reporting has been corrected with the credit bureau, I’m told I need to wait for the update. March 15 - credit reported updated, incorrectly AGAIN. File formal dispute with the credit bureau with letter from CDLSI. Email to CDSLI, Hitesh and Maurice - not a single word from either about the situation. Still no update as of today - March 31 - have emailed Hong and asked a different manager Jiri to follow up.
Our expectations are pretty basic, honesty, clear communication, periodic updates and decent level of customer service. Ultimately, it is how a company handles their mistakes that shows their caliber and shows customers their business is valued. Everyone makes mistakes, but being accountable and making it right makes ALL the difference.
March 29, 2021: went into the dealership to buy out my existing vehicle. Hitesh is hiding out in a back office, laughing and joking around with the managers. Clearly, 0 accountability or repercussion for losing a customer which could have been 100% prevented. When we are leaving, we see several 2021’s in the lot and the finance dept told us they have had 3 truck loads of vehicles (including the version of my vehicle) come in for March Madness. Perfect ending to the LONG string of dishonesty. Do yourself a favor and go elsewhere.
In May 2019 I leased a 2019 Landrover Discovery Sport... - Patricia Popoff
In May 2019 I leased a 2019 Landrover Discovery Sport from Jaguar Landrover Edmonton. Several issues occurred with the management of the lease and the transition did not occur with ease. I was charged a few thousand dollars more than the accepted offer but the dealership was reluctant to take responsibility or explain the difference. I was excited about driving the vehicle so I let these things go. Unfortunately in June 2019 I started having issues with the vehicle so I instead travelled to Jaguar Landrover Calgary to rectify my issues there to hopefully gain a different experience. Some issues were resolved (bearings, water pump) after extensive persistence on my part but there was a reoccurring issue with the transmission. I took the vehicle in 5 times and nothing was resolved. I involved Jaguar Landrover North America on three separate occasions for assistance when the vehicle got worse, and other events occurred. The vehicle became less reliable to drive and on July 29, 2020 I experienced severe jerking, struggles to change gears, mis-shifting, and slipping of the gears. It was of great concern. The vehicle was towed back to Jaguar Landrover Edmonton and I was told there was “nothing wrong with the vehicle” by the General Manager. Another manager told me “that is how discovery sports drive.” I know others that drive discovery sports and they have had zero issues. @Landrover North America told me “the vehicle was repaired” but all that was done is the factory settings were reset. They didn’t look at the transmission nor did a Foreman drive the vehicle. I was told by others outside the dealership and the manufacturer that it was a transmission problem. I wonder, do they want to duplicate the issue? I asked for a new vehicle because of all the issues but instead Jaguar Landrover Edmonton and Jaguar Landrover North America threatened to tell the bank I abandoned the vehicle if I did not pick it up. The General Manager in Edmonton told me “I am not losing money on that vehicle. It is a bad investment.” Yet they leased me the vehicle. The vehicle had been previously purchased by another and returned with 400km. My lawyer sent a demand letter to Jaguar Landrover Edmonton and Landrover North America to try and find a resolution but they ignored the Letter. They just kept passing blame onto each other. Lawyers told me it could cost me thousands of dollars to make them accountable but my lease would be close to done before that likely happened. @Alberta Motor Vehicle Industry Council (AMVIC) could not help me due to a “gap in the legislation.” I have not driven the vehicle since the incident occurred in July 2020 but I am still making full payments. It has been in my garage since it was towed back from Edmonton but it was returned with a broken mirror. After reviewing my options, I decided to reach out to the VP at Go Auto Luxury Platform who owns the Edmonton and Calgary dealerships to try find a Win Win solution. After several emails and a telephone conversation he agreed in several emails to lease me a new vehicle for list price and no penalty for returning my other vehicle. He sent me all the details and price of the car. I confirmed there were no other amounts I would need to pay. I travelled to Edmonton from Red Deer to test drive the vehicle to ensure it was what they say it was. When I agreed to the vehicle the price of the vehicle showed up approximately $5, 500 more than list price. If I didn’t notice it then they would have gotten away with charging me more again. The VP at Go Auto later told me it was the “short fall” in my current lease, which is a penalty. I offered to meet him halfway and pay half of the penalty (short fall) but he will not negotiate further and unless I pay the penalty, have larger lease payments, and sign a new lease for another 42 months, I am stuck with a vehicle that looks pretty in my garage. I am told it still has too much left on the lease to do anything about it. Landrover North America stopped corresponding with me and do not take responsibility for the vehicle and Jaguar Landrover Edmonton and GoAuto have also not returned my emails. I feel unsafe driving the vehicle and I certainly will not place my grandbaby in the vehicle and take the chance of something happening. I am hoping they will honour their agreements. In advocating for myself in the past five months I have been gaslighted, lied to, threatened, and now ignored. I am a social worker and now I only hope I can advocate for others so this does not happen to them.