- Report: #290153
Complaint Review: Erhard Farmington Hills Land Rover - Farmington Hills Michigan
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Erhard Farmington Hills Land Rover
38200 Grand River Farmington Hills, 48335 Michigan, U.S.A.
Phone:
248-349-0287
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Erhard Farmington Hills Land Rover Scheduled Maintence As Promised Refused & Called Police to Remove Me Farmington Hills Michigan
Erhard Land Rover did not honor the factory provided scheduled service maintenance "as verbally promised and scheduled" on my 2004 Land Rover Range Rover (38,000 miles, purchased 1/6/04) ) on December 6th, 2007. Further, as a result of their strong arm tactics and showmanship, they summoned the police to remove me from the property resulting in public embarrassment and humiliation.
Mr. Joe Cauchi, Erhard Land Rover Service Advisor who is a fantastic hard working young man, requested, as with all the previous 4 year complimentary maintenance service visits purchased with the vehicle, I bring my vehicle in for the last scheduled maintenance on December 6, 2007. I appreciated Mr. Cauchi reminding me during the last 4 years of when to schedule the vehicle according to factory requirements and he emphasized I must bring it in before January 2008.
Upon arrival the appointment and checking in with Mr. Cauchi, the appointment had been deleted from the computer scheduling system. This may have been done because the Land Rover regional service representatives were conducting a service audit. I joked with Chuck, Erhard's service porter who I've been friends with for the last four years, why he didn't call to remind me of the appointment the night before as usual. He checked his call sheet and I was not on it. Mr. Cauchi couldn't explain how it got deleted but said this was not a problem and would take the vehicle in and do the service "as he promised and scheduled".
One half hour later Mr. Cauchi come to the lobby and stated they couldn't perform the service "as promised" as the regional service representative, Mr. Mario Provinzano, would not approve the dealership reimbursement. We moved to a private office to discuss. There I met the Erhard service manager, Mr. Michael Chenoweth, who impolitely, arrogantly, and emphatically proclaimed I was 4 months beyond the grace period and it would not be serviced. Mr. Mario Provinzano stood silent looking embarrassed and somewhat sympathetic. Needless to say I felt like a criminal who was trying to get away with something. After raising my voice with a couple of curse words, he called the Farmington Hills police. I said I would not leave until I discussed this with Terry the dealership manager.
I politely and quietly reviewed what had taken place with Terry in his private office. He left to speak with the group. The police arrived 10 minutes later to remove me from the property. I was publicly humiliated and embarrassed.
The next day I took the vehicle to Fred Lavery Land Rover in Birmingham where they happily performed the factory scheduled service through their dealerships "good will" program (customary with dealerships) and paid for it out of their pocket. The service manager, Mr. Mark Torongo, said this was just good business as it costs much more than this to attract customers. Further, they offered to rotate the tires without charge and went so far as to install wiper blades without an installation fee. This is what I call service!
Joe
Northville Township, Michigan
U.S.A.
Mr. Joe Cauchi, Erhard Land Rover Service Advisor who is a fantastic hard working young man, requested, as with all the previous 4 year complimentary maintenance service visits purchased with the vehicle, I bring my vehicle in for the last scheduled maintenance on December 6, 2007. I appreciated Mr. Cauchi reminding me during the last 4 years of when to schedule the vehicle according to factory requirements and he emphasized I must bring it in before January 2008.
Upon arrival the appointment and checking in with Mr. Cauchi, the appointment had been deleted from the computer scheduling system. This may have been done because the Land Rover regional service representatives were conducting a service audit. I joked with Chuck, Erhard's service porter who I've been friends with for the last four years, why he didn't call to remind me of the appointment the night before as usual. He checked his call sheet and I was not on it. Mr. Cauchi couldn't explain how it got deleted but said this was not a problem and would take the vehicle in and do the service "as he promised and scheduled".
One half hour later Mr. Cauchi come to the lobby and stated they couldn't perform the service "as promised" as the regional service representative, Mr. Mario Provinzano, would not approve the dealership reimbursement. We moved to a private office to discuss. There I met the Erhard service manager, Mr. Michael Chenoweth, who impolitely, arrogantly, and emphatically proclaimed I was 4 months beyond the grace period and it would not be serviced. Mr. Mario Provinzano stood silent looking embarrassed and somewhat sympathetic. Needless to say I felt like a criminal who was trying to get away with something. After raising my voice with a couple of curse words, he called the Farmington Hills police. I said I would not leave until I discussed this with Terry the dealership manager.
I politely and quietly reviewed what had taken place with Terry in his private office. He left to speak with the group. The police arrived 10 minutes later to remove me from the property. I was publicly humiliated and embarrassed.
The next day I took the vehicle to Fred Lavery Land Rover in Birmingham where they happily performed the factory scheduled service through their dealerships "good will" program (customary with dealerships) and paid for it out of their pocket. The service manager, Mr. Mark Torongo, said this was just good business as it costs much more than this to attract customers. Further, they offered to rotate the tires without charge and went so far as to install wiper blades without an installation fee. This is what I call service!
Joe
Northville Township, Michigan
U.S.A.
1 Updates & Rebuttals
Leslie
Farmington Hills,Michigan,
U.S.A.
Resolution
#2
Fri, August 28, 2009
The World of Erhard and Land Rover Farmington Hills take the concerns of our clients very seriously. As of February 2008 the following correspondence was sent to Mr. Alan Graham from MR. Luther.
Dear Messieurs: Thaddeus McCotter - Congressman Michigan 11th District Mike Cox - Attorney General State of Michigan I would like to extend my appreciation for intervening on my behalf with Erhard Farmington Hills Land Rover dealership regarding a dispute over scheduled maintenance on my 2004 Land Rover. I am please to respond Alan Graham, Erhard General Manager, graciously went to great lengths to apologize for having me removed by the Farmington Hills police and further provided me with free maintenance on my vehicle up to 60,000 miles. In addition Mr. Erhard Dahm personally telephoned me with an apology as well. Please consider this complaint resolved beyond my satisfaction and closed. Thank you again for your time and constituent service. Regards, Joe Luther
