Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This incident took place 11/2/2024. I made an appt to receive and oil change from the Zeigler Jaguar dealer in Schaumburg. I drove my car to them without any issues. I waited until my oil change was complete then they gave me an invoice and the Service Manaher also told me that I had a coolant link. And I told him I didnt have a coolant leak before I came to them. He also printed me out an ****** dollar invoice and said I had different leaks of coolant in my car. I told him thats impossible because my car has never leaked coolant. I turned down the service offered and right away ******* the service manager says you if youre not getting the service you should park your car right away. Im thinking to myself why would he say that because they hadnt been any issues with my car. So I parked the car home and the next day I was taken to my mechanic for a second opinion and the car started to smoke a leak alot of coolant. My car was not doing this before I brought it to Jaguar for an oil change. I believe the service technician damaged my car while doing there courtesy multi point inspection which I did not give them Permission to do. Jaguars video tape this courtesy inspection but they said they lost the video of the inspection done on my car. I asked several times to see how the inspection was conducted and they said the video was deleted/ lost. As of today the still have not shown me the video that they give to every customer. I believe they wanted me to pay this money and thats why they damaged my car. I am also attaching a pic of the same situation happening to another customer at the same dealer. I really need help to resolve this issue my car is not the same.

  

  Business Response

  Date: 12/16/2024

  to whom it may concern, 

  Mrs. ***** was in our store to have her vehicle serviced on Saturday, Nov. 2nd. 2024.  The vehicle arrived for an oil change and the client was here waiting with the vehicle.  Upon the initial test drive, the technician made note of the coolant light being illuminated.  The leak was also discovered upon the courtesy inspection.  The estimate was prepared for the necessary repairs and the repairs were presented and the client declined the needed repairs. The client was notified to not drive the car and to have it towed if the repairs are not going to be performed. She chose to drive the car home and upon her discovery the next day, there was coolant on the floor.  This is the coolant leak we had warned her of. She then chose to drive it to a second repair shop to have another estimate performed.  The overheating occurred as a result from driving a car with a coolant leak. The missing video is simply that.  Our technician prepared a video to accompany the complimentary vehicle inspection.  The video was not found from the video providers cloud storage. We did submit the details to raise a case with the video provider and that was not able to be resolved.   

  Customer Answer

  Date: 01/02/2025

   
  Complaint: 22570139
  
  I am rejecting this response because:
  The business in the complaint has responded with false in formation. I was never told not to drive my car. I was told I can drive my car home and park it. Thats exactly what I did. But first and foremost my car was not leaking coolant when I brought my car to them
  For an oil change. 
  I am attaching evidence that there was know recommendation for me to not drive my car due to the coolant leak. 
  Also, it is standard practice for Jaguar to make a video when a technician is giving your car an inspection report. I believe Jaguar damaged my car so I can pay them for a ******** service that was caused during the inspection. And they disposed of the video because of the damage caused.
  I am also attaching a transcribed voice message from the service manage admitting the video is no longer  available.
  
  I am sorry so late I was ill.. thank you for your time.
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 01/03/2025

  We are sorry to learn that Mrs. ****** complaint is that we are being less than transparent after causing damage to her vehicle. I apologize for any miscommunication and the loss of the video; however, the video in question was initially viewed and discussed with Mrs. ***** during the service visit. After several calls and technical assistance cases with the video software and storage vendor, this video has not been recovered.
  On Saturday, Nov. 2nd. 2024,when Mrs. ***** was here in our store, waiting for her vehicle to be serviced, the technician found the low coolant warning light was illuminated. There was a coolant leak discovered to be the cause of the warning light. An estimate for repairs was presented but Mrs. ***** declined the needed repairs and during a verbal conversation, Mrs. ***** was made aware of the potential for further damage and she was cautioned against driving the car with a low coolant situation. She chose to drive the car home. According to Mrs. ****** the next day, there was coolant on the floor and instead of towing the car to us for repairs, she brought it to a second repair shop to have another estimate performed. We had follow-up conversations with Mrs. ***** about repairs and we are still willing to provide reasonable assistance.
  Our service department performs maintenance and repair work on Jaguar and Land Rover vehicles. We inspect the vehicles and supply our clients with factual findings and solutions to bring their vehicles mechanical state back to their expectations. We do not engage in malicious practices of damaging vehicles for profit.
  We encourage Mrs. ***** to reach out to our Service Manager and further discuss a resolution.

  Customer Answer

  Date: 01/17/2025

   
  Complaint: 22570139
  
  I am rejecting this response because:

  I am replying to the last complaint on from 1/6/2025. I am utilizing my 2days. 

  In response to Jaguar I did not see a video because they deleted the video. Which they admitted to not being able to locate the video. I never saw a video because it was deleted.  I had to have another mechanic fix my car and it cost me over 2000.00 to fix the problem created by Jaguar. I also had over ****** dollars in rental fees and **** fees because I couldnt miss work.  Its not fair that I had to pay for an issue caused by jaguar.

  
  

  Also, I have evidence that this has happen to another client from that same location. They had an unexplained coolant leak as well and they also went to them with a totally different issue( nothing to do with a coolant leak). They also woke up to an unexplained coolant leak .  I am attaching that pics from there website reviews to this email.

  
  

  

  
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:09/01/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This business has knowingly deceived me. I purchased a vehicle on 8/15/24, in which I went in with my own financing - through ************************** I was told that none of the Jaguar Land Rover locations were able to accept payment from Navy Federal customers and that I should finance with an in house loan company. I did. After purchasing the vehicle, I decided to call around to surrounding stores( also this location) posing as a potential buyer. Every single store(including this store) made me aware that the in fact takes payments from Navy Federal. I then went to the dealership and spoke with the General Manager who also told me the same thing. In that moment, I made the ** aware that *** already called and also had others to call and that they in fact do accept Navy Federal payments. I then told him that he would see me again, but with an attorney. Since then, they have called and now, all of a sudden, they take Navy Federal. I was lied to and forced(being anxious and really not wanting to lose the car to another buyer) into a contract with their bank. Who else has this happened to that wasnt aware? Please help!

  

  Business Response

  Date: 09/03/2024

  ****************, 

  It was already explained to you by the manager that ************************* frequently issues conditional checks for auto loans that have many strings on them before they will honor the payment.  Zeigler will not accept this type of check.  The check must be an unconditional commitment to pay agreed upon purchase price.  You were told that Zeigler will honor funds from *************************, but it has to be in the form of a cashier's check or a wire transfer.  Zeigler even offered to unwind your transaction if you wanted to pursue your financing with ************************* (noting that you would still need to get a cashier's check or wire transfer).  Zeigler will hold this offer open to you until the close of business tomorrow.  Please contact ********************* to discuss.  He has attempted to contact you several times by phone and email, but you have not responded.

• Initial Complaint

  Date:08/28/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2023 of December I have purchased a used car 2016 Land Rover LR4 from Zeigler Automotive Group located in *********************, **. I have requested Carfax from them which I have been given to see, it was NOT showing any accident the date I have purchased it, Today I tried to trade in my 2016 Land Rover LR4 for different vehicle and I found out that it was in accident, Zeigler dealership undisclosed that information from me, otherwise I would NOT buy it if I knew it was in accident nor I got huge discount on it, I am upside down $15,000. I am seeking $100,000 compensation plus pay off my car of $27,400 to Chase *****************

  

  Business Response

  Date: 09/05/2024

  This customer is mistaken.  He never asked for a CarFax from the dealership, but he was provided an AutoCheck report at the time of sale, and even signed the same showing that there was a prior accident (please see attached).  Accident Reported (1) No Air Bag Deployed.  The date in the top left corner of the AutoCheck shows when it was printed and signed - 10/18/22 - the day the customer purchased the vehicle.  

• Initial Complaint

  Date:08/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My story with Zeigler is as follows.I purchased a used Land Rover Evoque on 7/19/2023. The vehicle was in great condition with the exception of this little studder during acceleration. It did not feel like a transmission issue, more like a fuel injection problem so I went ahead and purchased the car. I took it out to a mechanic (Top Notch in ************) to be evaluated, and thy recommended a new transmission. I was in disbelief and sought a second opinion by visiting Zeigler Land Rover in Schaumburg. I figured that if anyone would know this vehicle, it would be the dealership.I visited them in August of 2023 and after they performed an evaluation of the vehicle, they concluded that the issues I was experiencing were due to a bad turbo charger, and they also recommended that I replace the timing chain due to the milage age of the vehicle. They quoted me over $6,600 dollars. I went ahead with the repair, assured this would resolve the issue because the computer pointed this out, and after the repair was completed, I was instructed to drive it for 1000 miles so it can relearn our style of driving and smooth out even more.I returned after 1000 miles and let the vehicle with them for over a month so they can figure out why it was not resolved. They couldn't figure it out because there were no lights on the computer, and they ultimately instructed me to drive it until something faulted and then come back. That's what we did.In May of 2024, the car suddenly stalled out, shuddered briskly, and all of the lights came on. I thought, perfect! Now the dealership would have the codes to figure out the issue. They came back with a quote for a new engine and quoted me over 15k. This is unacceptable, that on their guidance and advisement, I now need a new engine. I am certain that a more thorough assessment of my vehicle and a repair being done correctly, would have resolved a minor issue, before it became a major one. I trusted their expertise and was misled/misguided.

  

  Business Response

  Date: 08/24/2024

  ******************,

  Thank you for taking the time to submit your concerns to us regarding the Evoque.  We would like to discuss this with you if possible, and are happy to do so.  We can review what has been previously repaired and remedied on the vehicle, and see if we can reach an acceptable resolution for your concern.  *********** manager, *************, will be contacting you with respect to the car so we can get that done.  Thank you for your business, and thank you for allowing us the opportunity to assist you!

   

  Sincerely,

  Jaguar Land Rover Schaumburg

  Customer Answer

  Date: 08/31/2024

   
  Complaint: 22090531
  
  I am rejecting this response because: I have yet to be contacted by anyone. No one has reached out by phone or email. I have met with *********** previously on this issue and he had made attempts to contact corporate and **** upper management and providing a resolution, but their best resolution to date was to discount the $15,000 repair by $3,000 and that is not satisfactory. I am looking for a full refund for costs endured. At the minimum.
  
  Sincerely,
  
  ******************************

  

  Business Response

  Date: 09/05/2024

  ******************,

  Thank you for your response.  *************, our service manager, has been made aware of this, and will be following up with you personally to work on a resolution.  We appreciate you sending over the information, and will look forward to getting this resolved for you.  Thank you again for your business.

  
  Sincerely,

  JLR Schaumburg

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I dropped my car off there a squeaky noise I heard while driving. They kept the car for almost a month. Gave no loaner the whole time. I had to constantly call to speak to someone for an update on my vehicle finally I get a call back they tell me the car is ready but its overheating. The car was not overheating when I dropped it off. They offered me no explanation as to why it was happening said it may be the thermostat but wouldnt know until they tried that first so basically Im supposed to pay for things that they arent for sure of

  

  Business Response

  Date: 07/12/2024

  Regarding Mr. ********* vehicle:

  The vehicle arrived to have a fluid leak diagnosed and previous repair estimates completed.  There was an active coolant leak when the vehicle arrived and this was driven into the dealership with low coolant on 5-30-24 .   The previous estimate from 9/26/23 for coolant repairs required the replacement of the water pump, coolant outlet pipes and coolant crossover pipes was declined and the vehicle was picked up and driven away.  The damages created to the engine were caused from the continuous driving of a vehicle with an active coolant leak.  

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Land Rover Velar on Fe 28. It was certified pre-owned and had 7178 miles in it. I immediately had to make an appointment for a low booming noise it made when it hit 1000 RPM. They could not repair. I took it back on April 26 and they kept the car for 56 days. They still cannot repair the noise. Im trying to fix the car- they have damaged the microphone and the Apple car play now does not work.

  

  Business Response

  Date: 07/12/2024

  Regarding ****************** vehicle, The vehicle is operating as designed.  We have worked with engineering for numerous hours to create some sort of work around for the factory "sound cancelation" devices installed in the vehicle.  There were software adjustments that were performed in an attempt to see if was a better experience for her phenom. Upon receiving the vehicle, she noted that the apple car play and voice command no longer operate as they did.  During the software modification , the only way to eliminate the sound cancelation was to disable some features.  *************** did not feel much of a difference and would prefer the apple car play and the voice command to operate again. We installed the original software and spoke back with the engineering team.  It was confirmed that the system will need to be restored to factory operation in order to keep all systems operational.  We verified the vehicle is operating as designed to after the software had been re-installed. 

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21908402
  
  I am rejecting this response because the issue has not been resolved. The service team has shared that they can feel and hear the issue and believe it is an engineering problem. They have no more solutions. They also shared that they would not want to drive a car with this issue. It is concerning for all parties, however a fix cannot be found. 
  
  Sincerely,

  
  ***********************

  

  Business Response

  Date: 08/07/2024

  Thank you for your reply.  Per our communications with Jaguar Land Rover, and an evaluation of the vehicle itself, ****************** Velar is operating as intended and engineered.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 21908402
  
  I am rejecting this response because:
  No solution has been offered by the dealer. They told me to contact an attorney- nothing they can do. 
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/24/2024

  Thank you for your comments and taking the time to do so.  It is our observation through our technicians and Jaguar Land Rover engineering that your vehicle is operating as intended and designed.  As previously stated and discussed, we are happy to trade you out of your vehicle for its current fair market value towards another vehicle of your choice.

  Sincerely,

  Jaguar Land Rover Schaumburg

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 21908402
  
  I am rejecting this response because: As you can see from the service record, they acknowledge there is a vibration issue. They have tried servicing the car, but when no solution could be found, they just said "it is normal."  The awful sound still exists and no resolution has been found. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:11/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern,I traded my 2018 Range Rover Sport on 08/30/23. I originally bought this vehicle on April 2022 and added services from Safeguard that my finance advisor ********************* recommended. I was a little hesitant at first as I trade cars really often but he assured me these services could be refundable if not used to the duration of the contract. I am a 70 year old elderly woman so I trusted **** in good faith. I contacted **** and submitted all the paperwork he asked of me on early September 2023 so he could process my refund. He assured me refunds only take ***** days until receipt of check. It has been 11 weeks since I requested the refund and I keep on getting the run around from this dealership regarding my check. I am seeking the refundable services paid to SAFEGUARD in the amount of $9,385.Please help.***************************

  

  Business Response

  Date: 11/09/2023

  This refund has been issued for the cancellation to *************************** in the total amount of $5024.84.  ********* tracking number for this refund is **** **** 8398.  A copy of both the check, and ***** tracking information are attached.

   

  If there are any further questions, we are happy to assist.

   

  Sincerely,

  *********************

  General Manager

  Jaguar Land Rover Schaumburg

  Customer Answer

  Date: 11/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/19/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a Range Rover velar back on2/26/2022 at 33k miles with a **** down payment . This night I took the car home it had a gas leak in the cabin brought the car back, Monday after having to bring the car back over a course of 3 weeks for various different issues after battling them they switched me into another a 2019 Range Rover velar 3/19/2023 this car seemed to be better, but I was wrong. June 2022 a month after purchase car engine is shaking at idle and the double screens were going out, took car in to the dealer. Get the car back August of 2022 engine light on car is shaking bad coolant lamp on. Take the car in some very in depth engine work was done had my car for 30 days. September of 2022 take the car back I. Car ******* coolant again has the car for a couple weeks some more work done. Have to contact the engeneers because the cause of coolant evaporation is unknow is what I was told. Nov 22 car returns for lose of coolant issues they keep the car again all the while Im asking for a new car . Feb 2023check engine light and coolant evaporating again ***************** still has no clue why. Keep the car again. May 2023 call in the bring the car In coolant light is on and off and now it stays on. Appt for may 27. May 26 while ** driving on the eway battery light come on and the a hot warring for the car. I get off at the nearest exit get out the car to let it cool down car catches fire. The amount of back and forth with this, the amount of time they have had the car that I only purchased a year ago. I want my **** down payment back. No one has offered me anything. Not assistance with getting a new car not nothing but a laugh in the face. My insurance will handle the finance company, the financial company had paid the dealer, who pays the consumer I am out of 20k dollars with the down payment and monthly car notes. They have basically said s**** me not to mention I could have been Stuck in that car. Ive been to the hospital for therapy ******* work hours.

  

  Business Response

  Date: 06/20/2023

  Zeigler sincerely apologizes for the troubles that you have had with your vehicle. Unfortunately, vehicles require maintenance and occasionally have parts that fail.  Zeigler does its best to diagnose and repair vehicles, but much like doctors treating complex human bodies, sometimes the underlying cause of the ailment is not readily apparent.  As you described in your complaint, the cause of the coolant evaporation was unknown and was scheduled to be further diagnosed.  Your vehicle experienced a failure before it made it to the service appointment. Your frustration is understandable, but Zeigler did not cause your vehicle parts to fail.  

  Customer Answer

  Date: 06/20/2023

   
  Complaint: 20206136
  
  I am rejecting this response because:

  prior to the car catching fire within 7 months of having the car you guys have had my car over half of the time that I have been the owner. My car has been in service on 6 different occasion for either the same issue or an even worse issue. All work done under warranty, I gave you ample time to correct the situation or fix the car and as you just stated you guy could not find the real cause after trying to fix it 6 times aside from the engine work done on the timing chain which is you guy going in my engine. After the 4th attempt I should have been given a new car by lemon law I have to give you time a few try before we can deem it a lemon. I am sure 6 times is considered that. You guys have done so much work under my hood and no one else has EVER touched my car buy you. You should have have kept the car if you new it was evaporating could not find a solution as to why, but new that coolant evaporating could cause more damage the the engine you admitted that you had no cause, but was aware it was leaving. I am due a replacement vehicle and you guys know it. No one warned me of the dangers of coolant evaporation and what it could do to the car if it is not rectified. *** invested my hard earned money as a single parent and you guys have taken advantage of me. Not to mention this issue with my ppw.  Your ego and pride and reluctance to say yes we could have done some things different how can we fix this show a real reason why you should not be in business. Not one of you has said we are sorry, I could have died Im missing money, my business is my car. I gave **** dollars down and 970 for a year I am out of 20k dollars becasue you could not be honest ad just say we dont know lets get you something different. The am out of stress I have been under since purchasing a car from this dealer is unimaginable. I can respect if I bough the car march 15 and never came back for anything and then a year later the car caught you have every right to say now. You service center has seen me every month or every other month since I purchased the car. And not for minor thing all 2 week to 30 day stays for the work that needed to be done. And you are telling me you have nothing to help me. That insane. I will be adding the service invoices shortly 

  
  Sincerely,
  
  ***********************************

  

  Business Response

  Date: 06/21/2023

  What happened to you was very unfortunate.  Zeigler's first response to you was to extend a sincere apology, so your statement that nobody has apologized to you is incorrect.  Please understand that lemon laws do not apply to used vehicles.  As you have mentioned, your vehicle repairs were done under manufacturer warranty.  Zeigler did not manufacture the vehicle, nor did it manufacture the parts that failed.  Your frustration is understandable, but it is misplaced.  

  Customer Answer

  Date: 06/21/2023

   
  Complaint: 20206136
  
  I am rejecting this response because:

  I purchased the car from you all, not the manufacturers, the lemon law does apply to used cars federal wise it does. You guys have taken advantage of me and you can make this right. You just choose not to. You guys are fraudulent all the way down to my  7500 that is not showing on my ppw. I am requesting my refund this will not stop here 

  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:06/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Business is ******* land rover in schaumburg. The dealearship or Hunter my sales rep placed several holes in the front of my vehicle to place there make shift license plate i did not ask for this and the holes were drillled in the front so when i removed the plate it will rust when it rains. i tried to call dealership and my sales rep ****** but im getting the run around so im currently going thru my insurance company i feel i should not have to got thru my insurance company. my sales rep has been avoiding my calls also when i drove off the lot with vehicle the coolant light came on and my FOBS to my vehicle did not work. I paid a 500 dollar deductible for the repair and 20. 00 bucks for my fob that still dont work i have to make an appt and get a loaner so they can investigate this problem further. not pleased with my treatment at all.and the no response from the dealership

  

  Business Response

  Date: 07/01/2023

  Thank you for your message.  To date, we have not heard from ***** once since she was informed that it was state law that the front license plate be installed.  This pre-owned vehicle had the front license plate bracket was already installed before her purchase, and the vehicle was on the showroom floor. She completed a test drive and a full visual inspection of the vehicle while present at the dealership. There was no reason for her to believe that the front license plate bracket was not installed prior to her purchase.

  When she informed me that one of her key fobs was not working, we indicated to bring it back to the dealership and I will replace the battery free of charge and if that doesnt fix it, we will repair or replace the key fob and she did not respond or return to the dealership to get it addressed.  We are happy to address this when able and convenient for the client.
  
  

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20155888
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************** 
    
  We did not do a walk around the vehicle but just say we did since ******* is implying that the customer is wrong and they are always right. Your company had sn amateur put the plate on i would not of noticed that with a walk around the vehicle. There is no reason your staff had to place six to eight holes to apply a license plate. Conveniently these holes were covered so i could not see the mess behind the plate and as far as the fab goes if the sales person would of took the time to check the fab he would of realized that it need more than just a new battery. And secondly why would he tell a customer to come back from out of state. That fab was defective as i had to find out from a different land rover dealership they had to replace it with another fab something your dealer could of recognized if he took his time and patience with a customer and by the way i also have to get vehicle service for the radio. Just all bad experience. But yes ******* dealership blame your customer like u normally do. I guess when he drove the vehicle for inspection prior to me picking vehicle up it never went out the radio bc as soon as i drove it off the lot it occurred im sure thats my fault also. But thank you for your time and the wonderful car you sold me and thank you for the wonderful care you took with me. I had such a wonderful experience nottttttttt

  

  Business Response

  Date: 07/07/2023

  *****,

  Were sorry for your experience, but its unclear how we could have done anything to help since you did not bring the car back or contact the dealership with your concerns. 

  Thank you,

  Zeigler Jaguar Land Rover Schaumburg

• Initial Complaint

  Date:12/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 3 issues. Issue #1: Water leaking into the car. They said a piece on the lower windshield needed replacement. Before I OK'd the repair, I asked if they checked the sunroof drain holes. They said yes, they were not plugged. $400 and a couple weeks later it rained. I open the door and water poured out from the passenger side. I brought it back in. They now say the sunroof drain holes ARE plugged. How is that possible? I never used the sunroof in the few weeks I received the car back. They failed to properly check the drainage holes and instead replaced an unnecessary part.Issue #2: Suspension light comes on after a few minutes of driving. They said it was a bad switch. $500 later and 5 minutes down the road the same light comes back on. That was obviously not the issue.Issue #3: During all these visits, I also had a parasitic battery leak they were trying to fix. They replaced the battery and alternator (I already replaced these, but they insisted I had to use Land Rover parts). They also replaced the instrument cluster and a fuse box, however, there is no evidence to show they did since they refused to give me the old parts. I still had the parasitic leak. They asked me to bring it back in. After 7 months of waiting, there is no evidence they did anything. They could not even print me out a service record as **** admitted there was nothing in their system and that the vehicle sat in their lot for extended periods of time.They have had my vehicle for 5 service visits/kept it for almost a year total. Every part they replaced was unnecessary and I still have 2 out of the 3 issues unresolved. I asked for a $4000 refund out of the $7000 I gave them, but **** refused. Instead, he said they would fix it on their dime, but it just sat in their lot for 7 months while claiming they couldn't reproduce the problem - a problem that I have never failed to reproduce.

  

  Business Response

  Date: 12/19/2022

  Zeigler has been in communication with this customer to work out his issues.  The customer's vehicle is older and has intermittent issues, making service of the vehicle somewhat difficult.  The customer has scheduled an appointment to bring the vehicle back in.

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18566139
  
  I am rejecting this response because:

  Hi - I must have missed the email about the businesses response as I get many emails and sometimes these can get buried.
  

  
  

  The business has responded.  They have agreed to take the vehicle back and look into the issue's once again.  The director of service is now involved and he appears to be taking all the right steps unlike how it was handled before.  However, the car is not yet fixed, I am still out $7000 with nothing to show for it but I am cautiously optimistic that they will do the right thing.

  
  

  I'm not sure how to leave this complaint considering the above but that is where it stands at the moment.  Thanks you for your quick responses and I apologize that I missed these recent updates.  It would be nice in the future for extra email reminders for those that did not get the first email responses before closing the complaint.

  
  

  
  

  Best Regards

  
  

  *******************************

  
  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 01/09/2023

  As the customer stated, ********************** is working to resolve his issues.  

  Customer Answer

  Date: 01/18/2023

   
  Complaint: 18566139
  
  

  Although I sincerely appreciate Land Rover's recent effort to resolve this issue and the high level of communication, as of 01/18/2023 the issue has not yet been resolved.  I understand that it may take some time and I'm OK with that as long as it's within reason.  I am not rejecting this response but based on the long drawn-out history, I cannot yet accept it either until we know the outcome of their investigation.

   

  
  Sincerely,
  
  *******************************

  

  Business Response

  Date: 02/01/2023

  As the customer indicates, ********************** is working with him to resolve the issues.  There is no process for leaving a BBB complaint open just because a resolution has not yet been reached.  Leaving it open requires responses, which is a waste of BBB resources.