The service and treatment at Land Rover Sudbury were appalling…read more
First, I called on Friday to book an appointment through their automated AI system. I requested Monday, 7/27/26, but the AI claimed there were no slots available for Monday and offered Saturday, 7/25/26, instead. I booked it. Shortly after, I had to call back because they were sending text confirmations to my father's phone--a number that shouldn't have been on file.
When I spoke to a real person, they said, "We only do oil changes on Saturday, so we can't service your car then, but you can come in on Monday." I explained that I had just acquired the Land Rover and it was making a clunking noise when turning, emphasizing that I didn't want to go down a $150-an-hour rabbit hole chasing an intermittent noise for 10 hours. The service writer assured me, "No, I wouldn't charge for something like that. We'll get you a quote on fixing it at no charge."
I arrived on time on Monday, only for the service writer to say, "I'll put you in for a standard $259 diagnostic fee." When I reminded him of what I was promised over the phone, he claimed he couldn't diagnose a car for free, but could put me in for a multi-point inspection instead.
Long story short, I sat there for four and a half hours. My vehicle was assigned to a technician who had three bays and two other cars to work on, so it sat idle for most of the time I waited.
They eventually came back with a $13,000 list of suggested repairs. The technician had also made notes--which were texted to me--that were omitted from the formal quote.
The service writer claimed it was a "new system," didn't know how to make those notes appear on the quote, and promised to email them to me. Bizarrely, they had my mother's email on file, even though no one in my family has ever been to this dealership or any other Land Rover location.
Unsurprisingly, the email never came. I called the next day, and my service writer answered the phone. I said, "Hello, this is [Name]. I came in yesterday with my Range Rover Autobiography," and he immediately hung up on me.
I called back, and someone outside of service claimed he wasn't available (even though he had just picked up the phone) and promised someone else would call me back. No one did.
Long story short is that I went in for a clunking noise that they failed to diagnose, and none of their suggested repairs had anything to do with why I brought the vehicle in. They essentially escorted me out, failed to produce a thorough quote, failed to follow up via email as promised, and hung up on me the next day.
I am taking my Land Rover to be fixed somewhere else, and I will never have anything positive to say about this location. I've owned Porsches, BMWs, McLarens, and even a Ferrari, and I have never experienced treatment like this from a luxury dealership.
