Robin J

Dishonest and Appalling Customer Service

Due to a combination of a poorly designed vehicle and abject customer service on behalf of Inchcape Southampton I am owed the sum of £149.97 as reimbursement for a hire car I had to pay for while my vehicle was being repaired with a steering rack fault which caused the bolts holding the motor onto the steering rack to shear off. They were unable to provide me with one as they hadn’t updated their address on their account with Enterprise when they moved to their multi-million pound showroom in 2018! The invoice was submitted on 10 March and I provided my bank account details to the customer Experience Manager at Inchcape Southampton on 12 March. Despite chasing I still have not received the money I am owed 3 weeks later. While our vehicle was in for repair an attempt was made to defraud me of money by the service department fabricating work required to our vehicle. A vehicle health check was performed on 05 March and the tyre tread depths were flagged as ‘Red – Urgent’ as they were worn to between 1.6mm and 2.5mm. On the Inchcape JLR Southampton website a Red category is defined as ‘Due to safety reasons, a repair needs to be completed urgently.’ The website further states that ‘We would suggest that you do not drive your vehicle if you get a Red result as it means we deem it unsafe’. A second vehicle health check was performed on 09 March and the tyre tread depths were recorded as ‘Amber – Advisory’ items and the level of tread remaining on each tyre had increased to between 3.0mm and 3.5mm. I checked the tyres prior to leaving the vehicle with the dealership and all tread depths were above 3.0mm. I know that Service Advisors at the dealership are on an incentive-based scheme for sale of parts/work, so this is a clear attempt to extort money from me. The whole ownership experience with our vehicle has been a catalogue of poor customer service from Inchcape Land Rover Southampton with faults that should have been picked up during its multi-point inspection (reversing sensors not working, Land Rover InControl not working, boot light not working) and supplying the car with mats for a left hand drive model which dangerously obstructed the accelerator and brake pedals. I would sincerely urge you to avoid Inchcape Land Rover Southampton at all costs if you value honesty and good customer service.