Foreign Exchange West Chester complaints

Company states: Unfortunately, Ms. Powell's recollection of the past services is not factual. On 8/26/20 her vehicle, a 2015 Land Rover Range Rover Evoque, was brought in for several issues including radio and camera related problems, as well as a check engine light. After the initial inspections, we provided diagnosis for some of the issues that the vehicle was having. at the same time, we also provided advanced diagnosis on the audio, camera system. During that diagnostic, we found the radio display screen module faulty. We explained to her that even though she was using an extended warranty. it would take time to get approval or the needed work. We also told her that it was quite possible that only certain repairs would be covered and that we are t the mercy of the warranty company for approval time and ordering of parts. She was also told that once we got the approval for some of the repairs and costs, that there would be a diagnosis charge that she would need to pay for items not covered. At this point, she became very verbally combative and threatening to one of my team members over the phone. Due to the nature of the issue, I (the owner of Foreign Exchange West Chester) then got involved and explained to her how the warranty companies usually work and that her warranty company seemed to follow the same standard. She then became combative and verbally abusive with me. I asked her to stop and to be reasonable. Realizing that she was upset, unreasonable and not understanding the situation, I decided to defuse the matter by internally covering her cost of the non-covered repairs. As a customer courtesy, I also covered the cost of her deductible of $100, the cost of a rental car a $190.75 and then provided her with one of our shop loan cars for the duration of her repair. She also stated that she was going to take her vehicle to Land Rover after our repairs was finished for inspection. She said that she wanted to make sure that we made "Good" repairs. I told her that it was her choice to do that, but I was confident in my team's diagnosis and repairs. On 9/1/21, Ms. Powell returned for service stating that the Land Rover's "radio, back up camera and HVAC was cutting out and losing power from time to time." Upon preliminary inspection, the vehicle was operating as normal. We found no issue with the module that we previously replace. One of my team members then called her and explained that the vehicle would need further extensive diagnosis. She declined. We also explained that due to the multiple other modules in that system we see fail, she should consult with the Land Rover Dealership. She then became verbally abusive against to one of my team members and stated that she wanted to talk with me. I called her as she requested. After I explained that Land Rovers have multiple modules that tend to fail. She then stated that she didn't believe me and that all expenses relating to any repairs of her vehicle would be my liability. I strongly disagree with her opinion that the Land Rover was not repaired properly. Furthermore, we are not liable for any issues that she is having at this time. In closing, the vehicle was delivered to Ms. Powell on 9/28/20 in working condition and returned to our shop on 9/1/21 in the same working state as when we delivered the vehicle a year previously.

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