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CB Cars and Trucks Land Rover Service Center at Land Rover Boston
Land Rover

Land Rover review: Service Center at Land Rover Boston

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8:19 am EDT
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Hello,

I am writing to formally submit a complaint against Land Rover Boston regarding the persistent issues I have encountered with the repairs and service for my 2017 Range Rover Sport HSE, purchased as a certified pre-owned vehicle in May/June 2022. Despite numerous visits to their service center since purchasing the vehicle, I have repeatedly experienced unresolved issues/oversight, and a lack of proper communication, raising serious concerns about the quality of repairs and the overall safety of my vehicle. I am filing this complaint not only out of concern for my own situation but also as a matter of principle, as the volume of visits and repairs I’ve had seems abnormal for any vehicle, especially a certified preowned vehicle covered under an extended warranty purchased at this location.

Repeated Service Issues and Lack of Proper Repairs:
Since purchasing the vehicle, I have had to bring it back to Land Rover Boston countless times, often for the same recurring issues. On at least four to five occasions, I was informed that the vehicle was repaired and ready for pickup, only to find upon testing/startup on-site that the original problems persisted or new issues emerged, forcing me to return the vehicle for additional repairs. This pattern of unresolved repairs and failure to address the root causes of these problems indicates a lack of oversight and thoroughness by the service department. While I would prefer not to deal with this service center anymore, I am left with no choice due to a lack of other nearby locations.

Drive Belt and Noise Issue:
One of the most significant instances of negligence involved the drive belt after a second repair of the water pump. An inspection report performed by a service technician indicated that the drive belt had been inspected and was in good condition. Following this, I was assured that all necessary repairs had been completed, including the second replacement of the water pump within six months. However, when I arrived to test the vehicle for a noise issue that I had previously reported, the car made a new loud screeching noise.

The shop foreman quickly diagnosed the problem as coolant leakage onto the drive belt, despite earlier inspections claiming the drive belt had no issues. What is even more concerning is that the service advisor later shared they had noticed the same noise before my arrival but failed to inform me until after I brought it up. This lack of transparency and failure to disclose known issues has been a recurring problem for me. Despite the assurances via inspection by a service technician, I am now being asked to pay $574 for parts and labor, which I believe is due to poor workmanship and inadequate inspections during previous visits.

Cracked Control Arm and Suspension Issues:
Another serious issue was the delayed identification of a cracked control arm. Over several months, I had reported issues with the vehicle’s handling and shaking, but during multiple visits, the service team repeatedly stated there were no issues with the suspension or related components. From my understanding, a service technician performs a thorough inspection during each visit, which indicates no issues (see inspection reports). It was only after I specifically requested that the control arm be checked—following an independent observation from a friend who drove with me—that the cracked control arm was finally discovered. This component should have been identified earlier, particularly given the clear symptoms I was experiencing. The failure to diagnose this issue in a timely manner has further highlighted the service center’s negligence.

Overlooked or Undisclosed Issues:
The recurring problems I have encountered, including multiple water pump replacements, repeated pulley replacements, check engine lights, EVAP leaks, and unresolved noise and suspension issues, point to a pattern of missed or undisclosed problems. Despite repeated visits to the service center, critical issues were either overlooked or inadequately addressed. In several cases, issues like the cracked control arm and drive belt were not acknowledged or inspected until requested by me.

This raises concerns that Land Rover Boston may be failing to conduct thorough inspections or delaying repairs, possibly in an effort to avoid triggering additional warranty claims (and inspections) under my extended warranty. The volume of visits and the number of missed or delayed repairs have made me question the overall safety and reliability of my vehicle. Given my experience, I will never purchase another Land Rover vehicle again.

Low Trade-In Offer:
Adding to my concerns, when I recently requested an updated trade-in offer from Land Rover Boston, I was given a lowball quote of about $14,000, with vague references to numerous repairs needed. No specific repairs were mentioned, which gave me the impression that there may be other issues with the vehicle that have not been disclosed to me. This lack of transparency suggests an attempt to encourage me to accept a significantly lower offer, despite my extended warranty coverage. This further highlights the service center's lack of attention to detail and raises concerns about the true condition of my vehicle, given their repeated failure to properly address its issues.

Request for Investigation and Action:
Given the numerous unresolved issues, missed diagnoses, and lack of transparency, I respectfully request that your office investigate Land Rover Boston for negligence in their handling of my vehicle’s repairs.

Specifically, I ask that you:
1. Conduct a full review of my vehicle’s service history to assess the repeated failures to resolve issues and the potential negligence involved.
2. Determine whether improper repairs or omissions during inspections have contributed to the ongoing problems and abnormal/frequent visits. Please refer to the timeline of events (service history).
3. Investigate the service center’s failure to disclose known issues before returning the vehicle to me, particularly regarding the drive belt and control arm and other repeated visits.
4. Review the trade-in offer, which I believe reflects issues that should have been addressed by the service center but were not and may result in another visit.

The frequent visits, repeated issues, and lack of thorough repairs have caused significant concern and frustration for me about the safety and reliability of my vehicle. I trust that your office will take these concerns seriously and conduct a thorough investigation into Land Rover Boston’s handling of my vehicle and the abnormal/repeat visits I have experienced since purchasing the vehicle.

Please let me know if you require any additional documentation or service records to support this complaint.

Sincerely,
X

Desired outcome: Comprehensive review of all prior repairs on my 2017 Range Rover Sport HSE, reimbursement for repeat warranty deductibles, thorough future repairs with full disclosure, fair trade-in offer, apology, and corrective action by LRB.

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