Land Rover Virginia Beach — Attraction in Virginia Beach

The most recent experience was less than stellar. You have lost my business and I have already shared my experience with colleagues and friends. The way in which I was treated over the phone/text and in person by Charlie Bacs was appalling and unacceptable. It's even more disappointing to have my daughter accompanying me to witness this. I had to explain to her how to manage situations where people are disrespectful, passive-aggressive, and possibly gender biased in companies where you pay their salaries. If I didn't have another appointment, I would have addressed it immediately with a manager while I was there.

We purchased an extended warranty that covered certain heating and AC issues that we wanted to double-check coverage prior to proceeding. We called and left a message with the warranty company to verify. Since it was late in the day, we called the next morning when they opened at 9am. I was informed that I need to get the part number or have the repair shop file a claim with the part numbers and we can tell you if it was covered. I called and left a message with Charlie with those details and our warranty number. I don't think it is unreasonable to do our due diligence for something we are paying for.

After I left my first message around 9:30 am, my husband received a text I left the message that he needed to provide a decision now or bring the loaner car back by noon the same day. I called and left a second message for Charlie about the next steps. He eventually called me back and I shared with him what next steps he needed to do to keep the ball rolling. I shared that I left two messages about this already but he informed me he hadn't checked his messages. I also shared with him that I felt it was inappropriate and contrary to the documentation I had about the loaner vehicle.

When I signed for the loaner and in my paperwork it states that the car must be turned in within 24 hours after work had been completed. A portion of the work was only completed that same day he requested the car back. Why is he demanding we return a car within 2 hours?

When I went to pick up my car after it was complete a few days later, he wasn't at his desk. Another employee went to get him. When he came in the door, I was standing in front of his desk. He walked by me and didn't even acknowledge or greet me. He went behind his desk and pulled up my ticket. The first thing he said was "You can swipe your card." He didn't provide a total nor did he give me any eye contact. I said, "Good morning to you. How is your day going?" It wasn't until then that he actually paused and looked me in the face. He didn't even apologize for perhaps being distracted, although I believe it had nothing to do with that. He said, "I am doing good." He never asked me how I was doing, he never tried to apologize or provide empathy.

As I was leaving he attempted to hold the door open that was perhaps because there were other people looking at him...

I purchased a 2020 Velar S R dynamic2 weeks ago. The salesman didn’t show us any of the features and was texting the whole time we were test driving. This happened on two test drives. I had to bring the car back two days later for the “pro pack”, wash and InControl set-up. The salesman was off that day I brought the car back so the sales manager took the car to get the services done. The salesman was supposed to have some ready to help me with this but failed to do so. I asked the sales manager if he knew that my salesman is supposed to set everything up and he’s answer is no. They gave me a three year old loaner which is not comparable to the car I purchased. I called next day to follow-up and they could not locate my car. I called five times until I got an answer. When I picked up my car, I noticed some kind of over spray and pointed it out to the manager. He took the car back and to clean it up. Ten minutes later he said it’s all done. He never bothered to check the car. I looked and the over spray was still there and when I asked him about it he said he has to order the panel. I followed up two days later and the panel was never ordered. I asked the manager that I still need the InControl he said I have to wait for the salesman to come back to work to show me. I texted the salesman and he said he was moving and I have to wait until the next day. Next day comes, texted the salesman again and he said his internet is not set-up so I have to wait. I told him I am not happy with the customer service I got and he texted me back with an attitude. He gave me the link to incontrol and set it up myself. I called the retailer’s general manager and left a massage but I never got a call back.

I would say this is the worse car buying experience I ever had especially considering the caliber of the car. They are disorganized, unprofessional and it’s clear not even the general manager cares enough to follow up with a customer concern. It starts at the top.

One good thing about the experience is the no haggle negotiation. The finance guy we worked with was very accommodating. update 9/16 After this review the general manager finally called. He claimed he never got a message. Then accused us of doing “air strike” on him. I don’t even know what that means. He was aggressive and unapologetic. It starts at the top. Now we know why Danielle is...

Title: Exceptional Service and Care in a Time of Need

Review:I recently had an unforgettable experience at Land Rover, where the manager, Charisse, and a remarkable member of the service department named Ronaldo, went above and beyond to assist me in a serious time of need. Their exceptional service, professionalism, and genuine care left a lasting impression on me.

It was a typical day when I found myself with a flat tire, feeling stranded and unsure of what to do. However, Charisse quickly came to my rescue, displaying an incredible level of empathy and understanding. She immediately assessed the situation and assured me that everything would be taken care of. Her calm and reassuring demeanor instantly put me at ease, knowing that I was in capable hands.

Shortly after, Ronaldo from the service department arrived, exuding a warm and friendly presence. He wasted no time in efficiently changing my flat tire, all while maintaining a high level of professionalism. Ronaldo’s expertise and quick work left me feeling safe and well taken care of. It was evident that he genuinely cared about my well-being and wanted to ensure that I could continue my journey without any further inconvenience.

The combination of Charisse’s exceptional management skills and Ronaldo’s technical expertise made for an outstanding experience. Their dedication to customer satisfaction was evident throughout the entire process. Not only did they resolve my immediate issue, but they also took the time to address any concerns I had, ensuring that I left the dealership feeling completely satisfied.

I cannot express enough gratitude to Charisse and Ronaldo for their outstanding service. Their kindness, efficiency, and professionalism truly exceeded my expectations. Land Rover should be proud to have such exceptional individuals representing their brand. I would highly recommend this dealership to anyone in need of a reliable and caring team.

In conclusion, my experience at Land Rover was nothing short of exceptional. Charisse and Ronaldo’s commitment to going above and beyond in a time of need is a testament to their outstanding character and dedication to customer satisfaction. I am grateful for their assistance and will undoubtedly return to Land Rover for any future...