Major Issues and no Solutions

I am currently in the middle of a nightmare journey with the Umhlanga Offices and whilst I am not pre-judging the outcome wanted to share what has happened to me so that others can make a choice before potentially experiencing similar.

The journey started when i received a phone call from a representative of the Umhlanga Land Rover staff asking whether I was considering purchasing a new car. Based on experience of dealing with this business over the prior 2 years, I advised that my service experience had been terrible and accordingly I wouldn't be purchasing again from this establishment. I was asked to consider further and advised again that the Service Manager had failed to return many calls and resolve issues and he advised me that the Service Manager had recently left the business and a new Service Manager was changing the culture and I should book the car in for a service. I advised that I wouldn't but that if the Service Manager wanted to call me to discuss any aspect I would be happy to take a call.

Subsequent to the above I received a call from the Service Manager and she shared information about the dealership and I in turn of my poor experiences. I also shared that I was due for a service and had also noted a small leak of coolant pooling below the car in my garage, I was offered a Service and diagnostics for the leak and agreed that I would proceed if a courtesy car could be provided. This was agreed to and an appointment booked and then the car went in for a service and diagnostics for the coolant leak. The diagnostics were not cheap and my expectation was that for the price being charged they would naturally be fully comprehensive diagnostics and would identify what needed to be done to resolve the problem completely. After these were run, I was advised that I would need replacement coolant system parts and that I would need to book the car back in for when they were in stock - this date was 20 Aug 24 and this date tied in with the first availability for a courtesy car. I was asked to make full payment for the service and coolant system repairs at the time of the service, which I did, and the repairs element cost circa R13K including diagnostics.

When I arrived for the coolant repair, I was advised that there was no courtesy car and I should have booked it with their Call Centre. I advised that their Call Centre had not been in contact with me and that the courtesy car had been reserved at the dealership by reception at the time I undertook the service, hence the wait. I also explained that the only contact I had received was from someone asking if I was happy with the service and repairs and I had told them I would feedback once all works were completed. After I had stressed to the dealer receptionist that she had reserved the car, she went off to investigate then a car was found and I went on my way. I called to collect the car that evening and was advised all was complete and travelled circa 30KM home before parking the car for the night. The following morning I climbed into the car and when starting the engine was met with the coolant warning light on. I checked the coolant level to see that the volume had dropped by circa 1 litre of coolant and topped it up to travel to work. When I arrived at work I contacted Land Rover and was advised to bring the car through for a check, which I did. I was advised that no issue was found and that sometimes the coolant level drops after repairs (although I didn't accept this I agreed to take the car away and keen a watching brie). The following morning a further drop in coolant was experienced at a similar level, I again topped up and reported and then finally on Friday 23 Aug, I needed to top up with 1.5 litres of fluid and took photos and sent them over to Land Rover. I was asked to check whether coolant was lying under the car and to review underneath I climbed in to start the vehicle and then experienced coolant light on again, battery warning light and some other lights. The car failed to start but was making noises suggesting the battery had not failed, but was still live. I spoke to Land Rover to see whether they could assist and was advised I would need to bring the car in. I topped up the coolant reservoir again and my car insurance sent a technician to attempt to boost the battery to start the car. They also sent a flatbed to tow, however couldn't get the car to go into neutral to allow it to be moved to the flatbed. The car remained in situ over the weekend, however I travelled to Land Rover to see whether they could assist in getting the car into neutral and wasted circa 50 mins there before someone who knew nothing about my situation came to listen to my repeated story. This achieved nothing! On Monday the car was finally towed and left with Land Rover and a little later in the week I received information and a quote to advise that I would need to pay R3350 for them to run diagnostics. I was also presented with an invoice for circa R11K for a new battery to be fitted to replace existing to allow diagnostics to be run. I advised that the existing battery had been working, fine and was under warranty and asked that they instead use a dealer battery to check. After much ado and delays this was finally agreed to and I then received a shocking verdict that coolant may now be going through the air and exhaust system, with an internal leak and that circa R25K worth of work would be required to fix the next part. although caveated that the current problem may have caused damage to the engine.

I have suggested to Land Rover that the second issue seems to me inextricably linked to the first and that the first diagnosis should have picked up all issues at that time, or that the first issue repair has caused the second issue. The level of coolant leak was circa 20 x higher after the supposed fix was implemented than before when liquid was visible under the vehicle and it strikes me that this is not a coincidence.

I received a courtesy call from Land Rover SA on 30 Aug and advised all of the above and was promised that 'hopefully' someone will call me today to discuss and guess what as at 16;08 no phone call.

As I mentioned at the start, I am not pre-judging the outcome, however based on my experience so far, I urge caution in using this dealership as it feels like no one really cares for the customer and their experience - instead it seems to be more about issuing invoices for issues that add no value. I will update on progress daily as I am keen to ensure fair reporting!