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:06/05/2025

  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 am writing to formally file a complaint regarding a prolonged and troubling service experience at Jaguar Land Rover Buckhead, related to my 2018 Range Rover Sport (approximately 49,000 miles), and to express dissatisfaction with the handling of a prior related incident. My vehicle has been the dealership approx. 2 weeks with no loaner and me missing days from work and not able to transport my children to school. For past context, In 2023, I experienced a faulty ground stud issue that left me stranded on the highway during my morning commute. I later learned this exact issue had been subject to a recall on the Discovery model — but not on mine — despite identical symptoms. As a result, I was issued a $675 Owner Loyalty Certificate (OLC) by Molly B. of Land Rover USA, which I appreciated, but which I believe did not fully compensate for the risk and inconvenience caused. Recently, I returned to the another dealer, Jaguar Land Rover Buckhead, in May 2025 for a new issue. I was told there was a broken exhaust bolt that delayed repairs. I specifically asked the service advisor if I was responsible for the bolt breaking during service and was told I was not, though it was framed as a “common issue” across many vehicles. I respectfully disagreed, noting I’ve owned multiple vehicles with higher mileage and never encountered such a failure. I also suggested that if this is so common, it may reflect a design flaw that Land Rover should address. Additionally, I was misled by the service advisor, Cole E*****, who sent me a message on Tuesday, May 28th, stating the bolt was already removed and the exhaust installation was underway. I later discovered this was not true, and that the bolt had not yet been extracted at the time of that message. This misrepresentation caused unnecessary confusion, delay, and loss of trust. This pattern — first with the unresolved ground stud failure, then with misinformation about repairs and unexplained delays

  Business Response

  Date: 07/03/2025

  Hello,

  Jaguar Land Rover NA is in receipt of the complaint. 
  
  We ask that the consumer continue to work with the CRC agent assigned to the case.

  Thank you,
  

  Consumer Affairs 

• Initial Complaint

  Date:05/27/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 certified preowned vehicle from Jaguar ****************** the day I purchased a vehicle the vehicle went into service and stayed in service seven daysupon that time I was stuck in ********** because I couldnt use my vehicle to leave. I was in a loaner car from the dealership Ever since I picked the vehicle up. Ive been experiencing the same concerns sometimes every month sometimes every few months Ive only had the vehicle for years and Ive had loaner cars and rental cars more than the vehicle I purchase because of its time in the service department I requested a rep ************ the manufacturer. My request was denied without any implication to why Right now my vehicle is currently back in service with an issue. I had repaired 12 months ago Jaguar has denied my claim to help or re-purchase my vehicle. This has led me to believe that I was sold a lemon knowingly and now the manufacturer or dealership is refusing any kindof help

  Business Response

  Date: 06/02/2025

  Hello,

  JLR NA is in receipt of the complaint. 
  
  A member of our *** team will be in contact with the consumer in 5-7 business days to discuss the complaint.

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 06/13/2025

  
  Complaint: 23381303
  
  I am rejecting this response because: This complaint is not resolved I have respond prior to this email
  
  
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:05/19/2025

  Type:Service or Repair 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.

  *** offer to buy back the car (under lemon law) about September- November 2024 Weve submitted ALL required docs, case was transferred to **** consumer affairs on 2/21/25, and again on 3/11/25 as we were told it was sent to repurchase team initially. We have NOT heard anything from consumer affairs about the status of our case as if the case got lost, we made multiple inquiries into this and escalation with customer service team - while they in turn requested the Consumer Affairs to reach out to us. Again, no one reached out we are not sure what to do at this point, this been dragging in sense last November Please reach out and provide the buy back status. Thank you

  Business Response

  Date: 05/28/2025

  Hello,

  Jaguar Land Rover NA is in receipt of the complaint. 

  We have partnered with a company called ****** who is handling the 2019 Jaguar I Pace repurchases. 

  ****** will be contacting the consumer within the next 5-7 business days. 

  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 05/29/2025

  
  Complaint: 23349229
  
  I am rejecting this response because:
  Hi, my case was at Morleys back in March - once they found out it qualified for California Lemon Law buyback, they advised me that they did not handle those cases and JLR Consumer Affairs took the case back to process. ****** advised me that they no longer have or handle my case you advising me that they do. Again no one contacted me ****** beginning of March , we called about 30 - 40 times and escalated with a supervisor requesting for Consumer Affairs to contact us, and at very lease assuring us they some one actually working on the face or its progress and its not lost. Please help - ****** does not have the case any longer please reach out to us directly ,with phone provided. Thank you JLR.
  
  
  Regards,
  
  ****** A

  Business Response

  Date: 06/06/2025

  Hello,

  We are in receipt of the response. 
  
  ****** has advised us that they are in contact with the consumer and will be handling the repurchase from here on out. 
  
  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 06/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ****** A

• Initial Complaint

  Date:05/10/2025

  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.

  I have a 2021 Range Rover evoke. It has had multiple problems, including brake wiring that was not installed, and I towed a small trailer which was incredibly unsafe and caused damage to the brakesand bearings, they were repaired at no cost to me after having to aggressively advocate for myself.Then I had 17 to 21 computer malfunctions which shut my car down. It was parked on the side of the road after I dropped my daughter off at school and I had to abandon it to get to work. The dealership wanted me to resolve the issue on my own, even though this vehicle is leased and under warranty. The sales person had been harassing me and I did not want to deal with him. I wanted to deal with a service member which I eventually did after I gotupset and they had put me on speakerphone and humiliated me in front of their whole office unknowingly. They got aggressive and basically said its my car in my problem.I filed a complaint and had a customer service representative contact me,but they were very limited to only filing a complaint with no response and no escalation process. I am aware of one other person that Iknow that had the exact same problem. I offered a resolution of they take the car back. I owe them nothing and they owe me nothing, but they were unwilling to even discuss it with me. I feel that the offence is so regress and they are not taking my complaint seriously. I should not be abandoned because of poor business practises where they are taking my money, my company resource and causing such offence.

  Business Response

  Date: 05/13/2025

  Hello,

  We are in receipt of the complaint. 

  A member from our CRC team will be in touch with the consumer shortly. 

  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:05/08/2025

  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.

  Wife and I took our 2017 Jaguar F-Type with only ****** miles on it to ******************************** in ********** ** for it's yearly maintenance service on March 6, 2025. The engine seized up on March 25, 2025, 3 weeks later and after only driving it 3 times. The maintenance records are perfect and it drove perfect before taking it to ********* Jaguar. We called Jaguar corporate to see if they would make a good will contribution towards a new engine to stand behind their product and were told they would probably cover at least a percentage, but that we needed to have ********* Jaguar do the deep diagnosis instead of having the car taken to Euro-Tek which is where we really wanted to take it for a third party opinion. Engine bearings broke off from friction and metal shavings from the bearings were found in the oil filter. Of course no wrong doing was found by the same place that serviced the car and now we'll never know since Cape Fear got their hands on the car first. To conclude, Jaguar corporate told us that they weren't going to contribute anything because of the age of the car which is something they could have told us from the beginning which tells us we were scammed. We were notified on April 17th that Jaguar corporate wasn't going to cover anything, that the age of the car was the only reason and that Jaguar was either going to 100% cover a new engine or not at all. I finally was able to speak to a supervisor at Jaguar corporate 4 days later on April 21st, where she told me that Jaguar was never going to cover 100% of a new engine due to the age of the car, which damaged our ability to discover what caused the engine seizure so that we could properly place blame where it belongs. So that means we should've been told from the beginning when we could've had the car towed to Euro-Tek where wrong doing by ********* Jaguar might've been discovered.

  Business Response

  Date: 05/13/2025

  Hello,

  We are in receipt of the complaint. 

  A member of our CRC team will be in contact with the consumer shortly. 
  
  Thank you, 

  Consumer Affairs 

• Initial Complaint

  Date:04/28/2025

  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.

  We purchased a 2019 Jaguar I-Pace (fully electric) in 2021 as the 2nd owner and about 6 months later, while still under milage warranty, we keep getting Battery Traction Faults. This is the electric battery modules and charging system. They have replace module after module every 2-3 months for the last 3 years. We filed a buy back claim in 2024 (still under warranty), they received it, returned requested documents and now ghosted. Local dealership read me a letter addressed to them stating they would buy back the entire fleet of I-Pace for ********* years builds. Last contact from buy back department was 10/2024. We sent subsequent follow-up letters and have gotten no reply. Car currently at dealership for more module replacements. The do not want to continue to provide loaner. Please help.

  Business Response

  Date: 05/05/2025

  Hello,

  We are in receipt of the complaint. 

  A member of our Consumer Affairs team will be in contact shortly. 

  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:04/21/2025

  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.

  I am writing to for a horrifying and life-threatening experience involving my brand new Land Rover Sport 2024 which completely broke down while I was driving on the highway. The car is ~100,000$ and is less than a year old (less than ***** miles on it) which hasnt even been through its first scheduled service. Without any warning, the vehicle suffered a total systems failure it lost all power, including to the brakes, gearbox, steering wheel, and dashboard. I was left with absolutely no control of the car, a terrifying and dangerous situation made even worse by the fact that I had senior citizens and a newborn baby on board. I was lucky the car behind saw something was wrong and slowed down but this almost led to multiple car pile up on a busy highway. This is similar issue you will find listed multiple times in BBB and Reddit as well and seems like systematic issue in Range Rover cars. I was forced to call 911, and emergency responders had to block the highway for nearly an hour to ensure our safety until a service vehicle could arrive and remove the car. During this time, my passengers were forced to remain inside the vehicle in unsafe conditions with rapidly rising temperatures, unable to safely exit or be relocated.Eventually, I contacted Land Rover Roadside Assistance, and the vehicle had to be transported via flatbed tow truck. The car has been at dealership for more than 2 weeks now with pending reasonable repairs or explanation of the issue. I have emailed Land Rover corporate customer service with no call or email since a week. Not only did your product put my familys lives in danger, but the follow-up response has been dismissive and inadequate. I chose Land Rover with the belief that I was investing in a premium, dependable vehicle backed by a brand that takes pride in quality and customer safety. That confidence has been shattered.i am not sure why this is not class action lawsuit yet since its known issue but would caution other buyers.

  Business Response

  Date: 04/22/2025

  Hello,

  We are in receipt of the complaint. 

  A case has been opened and our CRC team is handling this matter. Please continue to work with the CRC agent for a resolution. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 04/22/2025

  
  Complaint: 23232577
  
  I am rejecting this response because: I have reached out CRC thrice however as mentioned in my compliant there is little to no response in last 7 days. The lack of responses clearly shows how lightly the company considers these issues while me and my family were put in a life threatening and horrifying situation. I have followed exactly the escalation path as listed on Range Rover website starting with service advisor -> service manager -> CRC -> BBB and my next option is to proceed on a legal route knowing that this is a known issue which company has failed to fix after putting many other lives in danger.
  
  Regards,
  ***** Gupta

  Business Response

  Date: 04/25/2025

  Hello,

  We received the response. 
  
  A Supervisor has attempted to contact the consumer to discuss the case. 
  
  We recommend having the consumer follow back up with the Supervisor. 
  
  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 04/25/2025

  
  Complaint: 23232577
  
  I am rejecting this response because: i have reached out the supervisor with the availability to chat. We are scheduled to talk next week. The request to talk to supervisor was raised by me due to inability of previous customer service representative to resolve this matter. The company seems to be putting band aid on a bigger negligence issue which has put my and my families life in danger. I am still not confident that the actions taken by the company have properly root caused and addressed the issues. The initial root cause started with a hardware problem but the actions turned into a modules needing software updates. If the solution was updating software i am not sure why this particular issue which has been reported widely over reddit and different internet portals has not been resolved putting hundreds of lives at risk.
  
  Regards,
  
  ***** Gupta

  Business Response

  Date: 05/05/2025

  Hello,

  We are in receipt of the response. 
  
  We recommend that the consumer continue to communicate with their Supervisor contact from the CRC.

  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:04/04/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  On February 28th, 2025 I began to realize that the plastic moldings on my side doors and the windshield have begun to peel under the plastic casing. I thought this was a one-off accident; however, over the past several weeks the peeling has occurred on almost all of the side panels of the car. I spoke with the local Landrover Dealership in town (******) and they told me that I had just missed my warranty window since I barely passed 50k miles in the past couple of weeks. I love my 2020 Range Rover Evoque and take it to the authorized dealership for every repair. I am very frustrated that the car is beginning to look terrible because of this peeling and the fact it is occurring on every side panel on the car makes me feel like this is a much broader issue than a one off situation with this car. I was going to look at getting a new Range Rover later this year, but I am very frustrated that I will need to pay for this out of pocket due to this issue occurring right as I hit beyond my warranty window. Is there anything that can be done to help me with the costs of this repair given this car is so new with limited miles?

  Business Response

  Date: 04/04/2025

  Hello,

  JLR NA is in receipt of the complaint. 

  A member of our CRC team will be in contact within the next 1-2 weeks to discuss this. 

  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:04/01/2025

  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 car in 2019. It is now on its third transmission and the same problem is persisting. The car has shut off while driving and did this seconds before entering the freeway. I filed a complaint with Jaguar and they did indeed agree that this car qualified for lemon law and agreed to give me a refund. The car is doing the same thing and is a safety hazard. The refund process is now over 30 days. I have reached out to Jaguar on NUMEROUS occasions to tell them that the car is a safety hazard and to please expedite my check so I can put this matter behind me and purchase a more reliable car. They told me my payment would be expected (about 34 days again). Still nothing. I told them they based on this being dangerous and a liability they should override policy and expedite my payment since the company has already admitted fault in selling me a lemon. Still nothing. I suffer from multiple Sclorosis and this has caused me tremendous stress. I shared this with them in hopes they would be able to help closet this matter. This cat was defective from the start. As a consumer its one thing for a company to admit culpability but to have to wait this long to get my back while driving a defective car is unacceptable

  Business Response

  Date: 04/02/2025

  Hello,

  Jaguar Land Rover NA is in receipt of the complaint.  

  We anticipate the check to arrive at our office shortly.
  
  Your Consumer Affairs Specialist will be in touch as soon as it arrives. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 04/02/2025

  
  Complaint: 23131318
  
  I am rejecting this response because:
  
  I have been calling and emailing and have not received an update as to when my payment will arrive. Its the same response. They will not give me a definitive date to  let me know when its available. Not acceptable. I continue to have to drive a car that is unsafe. They need to be able to have a system in place to expedite these kinds of issues for the safety of their customers. Unacceptable that a company like Jaguar does not have a policy or best practice to better handle these types of situations. I have been more than patient and demand my refund asap. 
  
  Regards,
  
  ******* ****

  Business Response

  Date: 04/03/2025

  Hello,

  We have received the response. Thank you for your feedback. 
  
  We have been informed that the check is expected to arrive tomorrow 4/4/25. 

  Please touch base with your Consumer Affairs Specialist for next steps. 

  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair 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.

  Car was purchased 7/29/21 for $107,714
  I first experienced an issue with my vehicle in 2023 and promptly brought it to the Land Rover, where it was kept for several weeks without repair. Over the course of the next year, my vehicle continued to experience the same issue. Randomly, the vehicle’s electric functions would be disabled (e.g. turn signals, power windows, power doors, power seats, push start, screen, etc.). Each time I brought the car into the dealership, they were unable to replicate the issue and would assume that the problem had been fixed and would have me pick up the car. However, weeks later the issue would occur again and I would be back at the dealership with no resolve. Below is a summarized list of the service dates in which my vehicle was at the dealership throughout the past year:
  1-17-24 to 2-7-24
  8-28-24 to 9-27-24
  10-10-24 to 1-8-24
  2-4-25 to present
  The same problem has consistently occurred at no fault of my own. On two occasions, my wife was actually able to drive the car to the dealership while it was actively experiencing the electrical issue and the service manager and service technicians were able to witness the issue. The dealership also requested that we try to videotape the disabling of the electric functions and share the video with the dealership once the problem occurs again. My wife was successfully able to videotape the vehicle while it was experiencing the electrical issue and we shared this video with the dealership. The service manager and service technicians have personally witnessed the problem and admit that there is definitely an electric or computer problem with the vehicle, but the technicians’ repeated attempts have failed to fix the problem.
  
  I have contacted JLR and have not had a resolution to the problem.

  Business Response

  Date: 04/01/2025

  Hello,

  Jaguar Land Rover NA is in receipt of the complaint. 
  
  A member of our Consumer Affairs team will be in touch with the consumer by 4/4 to discuss.

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 04/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made attempts (via Email & Phone call) to *** ****** without a response.  
  
  
  
  Regards,
  
  
  
  ****** *****