Land Rover Manhattan — Local services in New York

Very bad experience with car construction, honesty of service rep, competency of office. New evoque has an issue with the sunroof making excessive noise due to what seems to be some mistake/misalignment in assembly. These things happen, I thought. When I brought it in, they told me it was fixed the next day. Not 5 minutes away from the dealership, the problem was back. I know the technician didn't do any checking, assuming they did anything to fix it at all. When I brought it back, the service rep, Nelson, told me it would be a few days. I needed a loaner due to covid risks from public transportation. He gave me several different stories, including telling me a loaner was available, confirming it was available as I was driving there, having me come to the dealership, just to be told there was no loaner. I don't think there ever was one, but he wanted to get me in so they could deal with the vehicle and not have their boss asking questions about the complaint. I could be wrong, but subsequent events didn't contradict that opinion. I took an uber home. 3 days later (not able to safely grocery shop or take care of other things, which I bought a car to be able to do), after getting several different excuses about loaners, which I now think were lies, I finally had to tell them to just give the car back, unrepaired. Nelson was a horrible communicator. I never got anything from him unless I chased him down and threatened to escalate issues to his boss. If the vehicle were ½ the price, I would expect this level of build quality and service professionalism. This was a "dream car" purchase made much less of a dream now, because of poor standards and practices. I still hope that the car can be repaired properly at a different dealership, but I definitely won't work with the Manhattan dealership unless I have to. And, among the choices at this price point, if I knew then what I know now, I'd try...

Just stay away from Land Rover period. I've had my Evoque SE Premium for 7 years. Within those 7 years I've had to have an engine belt replaced, weather stripping on the driver side window repaired, sealing around the front window shield reattached which still continues to come off, and the entire front window shield replaced due to water leaking into the car. Unfortunate circumstances but thank goodness the car was still under warranty. After the warranty expired the computer had to be replaced and there were timing issues with the engine, repairs totaling $9.5K out of pocket. I'm having a hard time understanding how after only 2 months of my car being there for scheduled prepaid maintenance my engine light comes on and I have to pay over $7K in repairs. The car doesn't even have 60,000 miles on it yet and theres a broken link on the engine chain and the timing is off. Aren't vehicles to be inspected under a maintenance package when they're being serviced in the event theres an unknown problem or in hindrance of a future problem? The customer service there is horrible, one representative told me to bring in the original contract as proof of my service package. Absolutely not, it should be on record and if you've converted to a newer system take the extra step to retrieve the information. its just been an overall disappointing experience with the Land Rover and the Land Rover Manhattan Dealership. Hopefully I won't have any issues with the repairs I had done at JLR Freeport. A costly visit but the customer service and professionalism was top notch. Yes, took my vehicle elsewhere being my maintenance package expired. I would've done that sooner but I was told that I had to go to the dealership I purchased the package from. Do better, please! I may not have the most expensive vehicle JLR has to offer but the cost is still nothing to sneeze at. Your customers deserve...

Very very poor sales & customer service overall. James the sales guy sold me a vehicle that had issues. When trying to reach James after the purchase he hides and doesnt return my calls or emails. Vehicle went back to get service and sat for a whole week+ and got nothing done. Not even a diagnostic to see what the problem is. Was promised a loaner i even left Shelly a message. She never returned not one phone call, i came in to pick up my vehicle and was there roughly 45mins to a hour and the whole time Shelly was in her cell phone and just talking and laugh with other employees. Not once did she say sorry for not returning your call or anything in that nature. Cristian my service advisor never called me at any point in time to tell me whats going on with the car. I literally just went in and told them to give me my vehicle. No one had anything to say. Not even a good morning, this will be my last time purchasing and doing service at this dealership. No one cares, everyone just does what they want. The service manager is a joke, i was told by another employee the service here is the complete worst. Now i know going forward to never come here again. They were fast to take my $10,000 tho but not even a ounce of effort to fix my vehicle that i bought not even a week ago from them which i feel they knew had issues before. It has more then 27 codes, check engine light and suspension is shot. Thanks for nothing! I wouldnt buy or service at this dealership. Wish i could rate less then 1 star.

Update: Shelly felt the need to call me about this review, not even to mention about the loaner vehicle or apologize for not returning my call. Her last words were “Well now I know how to deal with you”. Smh, bad...