Nothing Says I Value Your Business Like Silence

By
Real Estate Agent with Kelli Grant Group | Berkshire Hathaway AZDRE #SA562433000

Since purchasing a brand new Range Rover Sport at Scottsdale Land Rover, I have had continuous issues.  I saw my Service Tech more than my husband.  I've been a patient and kind client - even bringing bagels to the service guys.  The last major disappointment was when my rear view mirror came crashing down off the window while driving.

The first time it happened wasn't as bad as the second time it happened 25 days later when the glass exploded all over me, while driving.  I kept on driving right to the dealership. I walked in like a horror movie victim with blood dripping down my arms, hands and face from the shards of glass.

As a Certified Luxury Home Marketing Specialist and top producing Realtor in my company, I have learned the value of providing excellent customer service.  Luxury real estate clients do not just compare my service to other Realtors.  They compare my service to the service they receive from other luxury service providers, such as the Ritz Carlton and Nordstroms. Notice, I'm not naming a car company in that sentence.

I was anxiously wanting rid of this car I call "Grover" this month because my love-hate relationship with her has a factory warranty coming to an end.  My CPA informed me that I must keep her one more year for tax reasons.  After speaking with a colleague who has the same make/model/year I do and expressed the same electrical issues and his time in the dealership, suggested I ask for a Factory Warranty extension for one year, at no charge. He got one, his had 80,000+ miles, mine only has 43,000 miles.  Seems like a no brainer, but this is how Penske Automotive and Land Rover have responded:

Sent: Tuesday, April 18, 2017 11:55 AM

Hi, Michael!
I called the Land Rover corporate number that you gave me, 1-800-637-6837, in regards to Land Rover/Penske extending my factory warranty through June 2018 or 60,000 miles at no charge due to the extensive issues I’ve had with my Rover.  She said that this is something that the dealership can solve for me, and not corporate.   Please forward this request to whomever it is at the Dealer that can help with this matter, and tell them to call me.  

On Apr 18, 2017 12:50 PM, " Michael" wrote:

Hi Kelly,
Steve M is my Service manager. He should be able to get you in touch with who you need to talk to. I don’t understand how the dealership can do that because it’s Land Rover’s product and warranty guidelines. But maybe I am wrong.  I copied Steve on this e-mail, but please be patient as he is out of town for a few days. So give him a chance to get back and see if he knows who to get you in touch with.
Thanks
Michael

From: Kelli G
Sent: Tuesday, May 16, 2017 5:52 PM
To: W,Michael
Cc: M,Steve

Is there a secret passwod to get someone to call me? I'm hoping I was patient enough by waiting a month. Would really love for someone to show me they care about their customers and call me.
Kelli Grant

On May 17, 2017 6:32 AM, " Michael" wrote:


I know Steve has been in contact with Rover about this, but he is in vacation till the end of the month

First of all, can I have Steve's vacation time?  I'm getting the impression they don't really care if I buy another Land Rover.  I'm getting the impression that they hope I'll just go away.  The problem is that I'm stupid enough to keep thinking they'll convince me that the new one is better and they want to make this right.  Like I said, I have a love-hate relationship with "Grover".  I love her when she is operating the way she should and how awesome she handles, I hate her when she continuously makes me sit in a dealer and see this man who clearly doesn't give two *&%$ about the fact this very expensive automobile constantly breaks. 

Land Rover, Penske Automotive - step up your game.

Provide service, ANY service, that is even a fraction of what
other luxury providers pride themselves on giving.

Oh, and make a product worth paying what you charge.

 

December 2016 Post

 

MAY 22, 2017 UPDATE - Since this story was published on the internet, Land Rover USA and Land Rover Scottsdale have called me.  I have been informed by the GM of LR Scottsdale that they will provide me with the factory warranty extension.  They are supposed to let me know when the paperwork is ready.

 

Posted by

Kelli Grant is a CLHMS and Member of the Institute for Luxury Home Marketing

   resort and second-home property specialist

www.KelliGrantGroup.com | Real Estate Advisors helping you make decisions best for you.

 


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Topic:
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Location:
Arizona
Tags:
luxury
scottsdale
land rover
range rover
luxury vehicles
penske
range rover sport

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Ambassador
2,216,725
Fred Griffin
Fred Griffin Real Estate - Tallahassee, FL
Licensed Florida Real Estate Broker

     You have more patience than most, Kelli.  A lot of people would have lawyered up over this kind of treatment. 

   Great analogy of going above and beyond in Real Estate!

May 17, 2017 05:55 PM #1
Anonymous
Gina

That's INSANE!! Call one of the news stations. More people should know about this kind of treatment!!

May 17, 2017 07:23 PM #2
Rainmaker
1,083,114
Carol Williams
U.S.: I specialize in helping agents who have been in the business 2 years or less create a thriving business. - Wenatchee, WA
"Customized Mentoring & Marketing Services"

Hi Kelli,

Did you include your bloody pictures with your communication?  That might get their attention.  

May 18, 2017 04:06 PM #3
Rainmaker
1,255,619
Kat Palmiotti
Grand Lux Realty, Monroe NY, 914-419-0270, kat@thehousekat.com - Monroe, NY
The House Kat

That's ridiculous treatment. I would not have been as patient as you.

May 20, 2017 03:39 AM #4
Rainmaker
1,644,780
Grant Schneider
Performance Development Strategies - Armonk, NY
Your Coach Helping You Create Successful Outcomes

Hi Kelli - this is really a story of what not to do.  I wonder were this dealership will be in 5 years.  Probably gone.

May 20, 2017 05:31 AM #5
Rainmaker
3,580,565
Dorie Dillard CRS GRI ABR
Coldwell Banker United Realtors® ~ 512.346.1799 - Austin, TX
Serving Buyers & Sellers in NW Austin Real Estate

Good morning Kelli Grant Group Berkshire Hathaway HomeServices Arizona ,

This is totally unacceptable response to your on going issues with your Range Rover Sport vehicle! I would not be as patient as you to have the service that is due you. I would definitely become more forceful in your very reasonable request for an extension on your warranty. They should gladly do this for you  because there are stronger and more forceful actions that could be taken that would cost much more in time and money for all concerned.

May 20, 2017 07:04 AM #6
Rainmaker
2,622,069
Nina Hollander
Coldwell Banker Residential Brokerage | Charlotte, NC - Charlotte, NC
Your Charlotte/Ballantyne/Waxhaw/Fort Mill Realtor

What a nightmare, Kelli! By now, I'd be in the middle of their sales floor yelling at the top of my lungs... that would get attention.

May 20, 2017 12:03 PM #7
Rainmaker
670,866
Nick & Trudy Vandekar, 610-203-4543
Long & Foster Real Estate Inc 610-225-7400 - Devon, PA
Tredyffrin Easttown Realtors, Philly Main Line

That is a sad sad story, and not a good recommendation for either the dealership or the brand.

May 22, 2017 10:47 AM #8
Rainmaker
971,154
Sheri Sperry - MCNE®
Coldwell Banker Residential Brokerage - Sedona, AZ
(928) 274-7355 ~ YOUR Solutions REALTOR®

Hi Kelli,

It is a real shame you hve to go through this. This is a large expensive purchase and you deserve the very best customer care.  

May 22, 2017 03:24 PM #9
Rainmaker
1,171,887
Gene Mundt, IL/WI Mortgage Originator - FHA/VA/Conv/Jumbo/Portfolio/Refi
NMLS #216987, IL Lic. 031.0006220, WI Licensed. APMC NMLS #175656 - New Lenox, IL
708.921.6331 - 40+ yrs experience

I never understand this type of reaction from anyone in business, Kelli Grant Group Berkshire Hathaway HomeServices Arizona ... I mean, just look at the damage they have done to their reputation as a result.  Countless people now know how they handle their customers, their service issues.  Countless people now know how they "value" their customers.  Countless people now know the quality of their product.  With a little effort and care, this all could have been avoided.  Compared to what they lost, was what they gained (or stood to gain) through their lack of action worth it?

You were patient beyond measure and they took advantage of that.  Shame on them ...

Gene 

 

 

May 24, 2017 10:32 AM #10
Rainmaker
4,851,295
Roy Kelley
Realty Group Referrals - Gaithersburg, MD
Roy and Dolores Kelley Photographs

Wow! Thank you very much for sharing this story. I wonder how much business will be lost because of the poor service you have received.

Jun 01, 2017 07:24 AM #11
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