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Urgent Help Needed Regarding My Daughter's Range Rover Evoque
Hello, I'm a crazy cat nanna from the North East. I really need some urgent advice with regard to the above. It will be a very long winded and complicated tale but my daughter is at her wits end and they are refusing to speak to her and denying various conversations. Hope you can put me on the right track because she is very upset and anxious about the way they are treating her. The problem with the car started after it was returned to her following a recall by the dealer. It was recalled on 16th April for a faulty airbag and a software update. The car made "knocking" noises when driving. Thought it would settle but didn't so she rang them and said they would reply but failed to ring back. She then emailed on 24th April to say it was getting worse and she had a long journey to make to Southampton for her holiday. Was then told (by telephone) that it would be OK to drive. She emailed again when she got back from holiday to tell them it was getting worse.Then desperately phoned them on 13th May. Said the couldn't look at it until 23rd June as they had a backlog but was safe to drive carefully!!! Emailed them on 10th June to tell them she was not prepared to drive it as the noise was dreadful. Told to bring it in that day and was assured it would fine to drive carefully!!!! Said they would not look at it until 17th June and refused to offer a courtesy car. They phoned back on 17th June and stated the car had a failed shaft support bracket. This had damaged the drive shaft and a bearing which would cost her £1,400.50. They said, however, it may have caused further damage to the gear box so couldn't give a fixed quote without further investigation. She then asked how much it would cost in total and was told to pay the £1,400.50 first before they would look further. They denied all knowledge of her being told to drive the car! She the complained to the manager who was very rude and abrupt. Told her that he didn't want anything more to do with her and that after the next five days they would be charging her £25 per day until she removed the car from their premises. She knows if she has the car removed she will be closing the complaint. She has also complained to the finance company who state it will take 8 weeks to investigate. She has also requested paperwork from the dealer to prove she did not sign anything regarding daily charges. They are ignoring her. Sorry it is so long but I don't know who to turn to. Cannot write to the Ombudsman until the 8 weeks is up. Can they charge her £25 per day because this could take months? xxx
Comments
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Welcome to the forum.
Replacing a faulty airbag would not cause an engine support bracket to fail. Neither would a software update.
When did your daughter buy the car?
What age and mileage was it then and what age and mileage is it now?
When was its last service and MOT?
Were there any advisories?
Is the dealership Lloyd Landrover in Cobalt Park?
3 -
Get in touch with trading standards.
1 -
Why? They don't fix gearboxes
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Only out of altruism or vengeance, in that they won't help resolve the current issue, but could eventually take enforcement action to minimise problems for future customers.
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These are the right questions. I agree, I suspect the problem has arisen at a time to coincide with the recall work, rather than being caused by it. It's a Range Rover, regular problems are inevitable.
1 -
Not always inevitable. I've had Range Rovers since 2016 and had only minor issues.
1 -
car has done 40,000 mile, serviced every year without fail, mot was March, passed with no advisories. Car was bought new. Its the fact that there were no issues at all before it was recalled and now it has a problem. Its also the fact they told her to continue driving the car which has caused the loose bracket to get worse and caused extra damage
0 -
The return key is your friend. Formatted for readiability:
Hello, I'm a crazy cat nanna from the North East.
I really need some urgent advice with regard to the above. It will be a very long winded and complicated tale but my daughter is at her wits end and they are refusing to speak to her and denying various conversations. Hope you can put me on the right track because she is very upset and anxious about the way they are treating her.
The problem with the car started after it was returned to her following a recall by the dealer. It was recalled on 16th April for a faulty airbag and a software update.
The car made "knocking" noises when driving. Thought it would settle but didn't so she rang them and said they would reply but failed to ring back. She then emailed on 24th April to say it was getting worse and she had a long journey to make to Southampton for her holiday.
Was then told (by telephone) that it would be OK to drive.
She emailed again when she got back from holiday to tell them it was getting worse.
Then desperately phoned them on 13th May. Said the couldn't look at it until 23rd June as they had a backlog but was safe to drive carefully!!!
Emailed them on 10th June to tell them she was not prepared to drive it as the noise was dreadful.
Told to bring it in that day and was assured it would fine to drive carefully!!!!
Said they would not look at it until 17th June and refused to offer a courtesy car.
They phoned back on 17th June and stated the car had a failed shaft support bracket. This had damaged the drive shaft and a bearing which would cost her £1,400.50. They said, however, it may have caused further damage to the gear box so couldn't give a fixed quote without further investigation.
She then asked how much it would cost in total and was told to pay the £1,400.50 first before they would look further.
They denied all knowledge of her being told to drive the car!
She the complained to the manager who was very rude and abrupt. Told her that he didn't want anything more to do with her and that after the next five days they would be charging her £25 per day until she removed the car from their premises.
She knows if she has the car removed she will be closing the complaint.
She has also complained to the finance company who state it will take 8 weeks to investigate.
She has also requested paperwork from the dealer to prove she did not sign anything regarding daily charges. They are ignoring her.
Sorry it is so long but I don't know who to turn to.
Cannot write to the Ombudsman until the 8 weeks is up.
Can they charge her £25 per day because this could take months?
xxx
6 -
Coincidences happen. If you can find an independent mechanic to give their judgement that the fault was caused by the recall work, there is a case. On the face of it, I can't see how work on an airbag can cause the problem, but I'm not an expert
As for telling her to drive the car, while not good advice, your daughter is ultimately the person responsible for deciding whether the car is safe to drive. It sounds like she described the noise, they've made a diagnosis based on a vague description and no inspection, and your daughter's taken that as an instruction. If she wasn't sure, it's her responsibility to get it looked at.
2 -
No such thing for consumers
0
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