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:03/03/2023

  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.

  After taking my care in for all its normal maintenance I was never advise by Land Rover Dealership of any open recalls on my car. There were no noted concerns related to the engine or any outstanding concerns that would impact the engine on the car. on February 16th I was driving my car as normal when I went into the store and came out to a dead battery light on the car. After reaching out to roadside assistance they were unable to locate a battery for my car and suggested towing the car to the dealership. The car was towed to the closest Land Rover Dealership where it remained for one week. The assessment on the car was that the engine failed. To my surprise I couldn't understand how a car that is less then 5 years old would fail. The repair agent stated that it is not uncommon that engines fail on their vehicles and couldn't provide any other feedback on what would have led to this. Land Rover has quoted me $24-$35k for the repair of this engine. It is concerning that we do not know if the recalls could have prevented this if I was made aware during my car's last service date. I am now without a car struggling to figure out how to afford a repair of this magnitude on a 5 year old truck that has been very well maintained. The sad thing is, over in Europe Land Rover doesn't make the vehicles over there with sub standard parts, but they send that garbage over to the US. I feel we all have better things to do with our hard earn money than to spend it on replacing bad defective parts. There was a prior recall on this which is noted online. Jaguar Land Rover North America, LLC "Land Rover" is recalling certain 2019 Range Rover, Range Rover Sport, Range Rover Velar and Discovery vehicles. The affected vehicles are equipped with V6 or V8 engines whose crankshaft pulley retaining bolt may fracture possibly resulting in engine failure.Consequence: Engine failure can increase the risk of crash. This is very concerning that this is a similar issue I am experiencing

  Business Response

  Date: 03/14/2023

  Jaguar Land Rover **************************** has an open case with the consumer.

• Initial Complaint

  Date:02/16/2023

  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.

  I have requested a replacement emergency key since September 2022 still to this date I havent received it. I have been given excuse after excuse. I paid in full for the key in September and was told 3-4 weeks and its months and Im still waiting my car is sitting not being started during this cold weather so most likely battery will need to be replaced. It also sitting in the middle of my yard so the tires can possibly be dry rotting due to sitting. I have inquired many times and even to the headquarters and made a complaint and still I have no key. I have been made promises to expedite the key and that has been since November and then they told me the key came and they lost it and had to order another key.

  Business Response

  Date: 03/09/2023

  Jaguar Land Rover **************************** to review and contact consumer.

• Initial Complaint

  Date:02/06/2023

  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.

  I was sold a Land Rover discovery which I had sent to Land Rover south *******. They did an inspection and told me the car was good. I bought the vehicle on their recommendation. Few days engine light went on brought it to them and they fixed the O2 sensor and said car was good. A few weeks and had same engine light for a timing belt sensor issue. I asked to bring the car in and they wanted to charge me. I could not get it resolved there. I contacted Land Rover headquarters and was told on a recorded call with ****** my case manager prior I had customer money to get it fixed. She took back her statement and refused to allow me to make any complaint or seek any other assistance from a manager. I was told I had a $1000 customer appreciation credit to be used at my discretion on a call February 7th 2023 at 10:34 or 10:35 am. They are lying stating I was not told that and told me I can not have the recording listened to. I just want to know I have the customer credit so I am not tricked into getting my car fixed at Land Rover for a lot of money. Im being lied to on so many levels and deceived legally on my warranty and ethically on what they told me on that recoded call.

  Business Response

  Date: 02/17/2023

  Jaguar Land Rover Retailers are independently owned and operated.  Any concerns or complaints should be directed to retailer management.

  Customer Answer

  Date: 02/17/2023

  
  Complaint: 19341721
  
  I am rejecting this response because: I was not notified of recall N481 even though I have been to a Land Rover dealership on several occasions and Lamd River is aware I took my car in with a check engine light and noise. Land Rover Headquarters should have sent me notification of this very serious recall so I can address it with intent, due diligence, and the proper forthright and forthcoming knowledge. This was not emailed or mailed to me in any way and Land Rover failed to take care of a massive recall issue. I need this now address and fixed because I reported this problem while under warranty and nobody cared to correct the issue or tell me or the N481 recall and repair. It was hidden and Land Rover failed to do what they should have with faulty build parts that could take my life on the road. 
  
  

  I found out that there was a recall on the vct solenoid which is what is listed faulty on my suv. I have provided all documents below. Thus is a huge safety concern and I was not notified by mail or email or even phone call that I should come in again to get this particular vct solenoid replaced because it was faulty when the vehicle was built. I can not believe such a large company would hide this from me and not notify me to do the appropriate repair which would have been covered until October 31st 2022. This solenoid has caused the timing chains to strain and need to be replaced in the suv. The recall was not told to me despite having a check engine light I went to Land Rover in 2020 and complained of the noise and light under warranty. They fixed a faulty O2 sensor cleared the system codes and sent me on my way. Im so disappointed and I feel I was wronged morally and ethnically. They saw me as a small case they can push to the side and I got no help from Land Rover of south ******* in ********** **. I have notified Land Rover Headquarters of every detail and pertinent information regarding this case and they are telling me its my fault. I can not know of any serious issues unless told otherwise this is withholding and lying to customers who just want to keep their families safe. I am requesting that Land Rover cover all costs associated to the vct solenoid, faulty battery and the timing chain only. I do not need them to cover my maintenance on my vehicle I am only rightfully asking them to fix a known faulty build problem because I can not afford it and it is their responsibility as the company to cover all quality cars they sell. This is basically now a lemon engine and Im so scared to be out my money for the vehicle because I can only go to court if they can not repair this vehicle. I am a hard working American and I deserve quality build when I purchase a quality vehicle as every other human being. 

  
  

  
  
  

  Business Response

  Date: 02/17/2023

  Customer Relationship Center
  ************************** Land ********************** Way
  ******, ** 07495
  Telephone: **************
  ***** is committed to being the best car
  company in the eyes of our customers.
  Together with our authorized retailers, we
  will do everything that we reasonably can
  to assure that your vehicle ownership
  experience is filled with many miles of
  driving pleasure.

   

  You are free to contact BBB AUTO LINE
  directly for more information. They can be
  reached at:
  BBB AUTO LINE, BBB National Programs,
  Inc.
  1676 *******************, Suite 550
  ******, ** **********
  Telephone: **************, option #2.

  Customer Answer

  Date: 02/18/2023

  
  Complaint: 19341721
  
  I am rejecting this response because: the have not been told this will be covered in full as faulty build. 
  
  
  
  Regards,
  
  *******************

• Initial Complaint

  Date:02/03/2023

  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.

  Customer ************ Purchased parts and made repairs on 04/19/2022. Amount of purchase I'm requesting a refund or store credit on future parts/repairs: $169.00.Invoice #:LRCS322505 Invoice Date:04/15/2022 Tag #:a870 Purchased parts and made repairs on 07/26/2022. Amount of purchase I'm requesting a refund or store credit on future parts/repairs: $944.59.Invoice #:LRCS326154 Invoice Date:07/22/2022 Tag #:5526 The above parts are components that are necessary to keep the Air Suspension running properly.Continued to have Air Suspension issues and vehicle malfunctioned once again and needed repairs.One of the malfunctions was the recent replacement and purchase of the Air Suspension Compressor($944.59).My Land Rover Service Advisor recommended a Coil Spring Suspension conversion.We or (I) agreed on the Coil Spring Suspension Conversion repair from the manufacturer Original Air Suspension. Land Rover has a minimum of 1 year warranty on new parts.I asked my Service Advisor for a refund or was there anything that Land Rover could do for me and he stated, "Land Rover disagrees with giving a return refund."Land Rover didn't offer me anything or didn't try to resolve the problem.It was either repair my SUV Range Rover or return the loaner vehicle I had since 11/01/2022.So to keep the peace I got my Suspension repaired.When I received my SUV my Service Advisor did however reassure me that, "I'll never have any other Suspension issues again."Purchase parts and made repairs on 12/22/2022.Amount of: $2733.07 Invoice #:LRCS329602 Invoice Date:12/22/2022 Tag #:6929 Requesting a Refund or Store Credit on parts/repairs of total amount of:$1,113.59.Location of Purchases and Repairs:Jaguar/Land Rover of *********** ******************************************************************** (I'll email proof of Receipts and Invoices when BBB responds)

  Business Response

  Date: 02/14/2023

  The customer's complaint should be directed to Jaguar Land Rover of *********** and his Service Advisor.

  Customer Answer

  Date: 02/18/2023

  [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,
  
  *************************************

• Initial Complaint

  Date:01/25/2023

  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.

  Purchased a 2016 Land Rover, range rover, diesel. At 120K miles engine locked up with no warning and had to be replaced. Replaced with a used RR engine with 70K miles. **** the used engine got the approx 120K miles engine locked up again with no warning lights - same exact situation as first engine failure, and car now needs another new engine. The same exact failure happened to a co worker with the same model year diesel car purchased from same dealership. Land Rover West ******** ********, **. I opened a case with landrover - CASE:[8000866143]: seized engine- with the first failure. But neither landrover nor the dealership offered any help. I called landrover again in December 2022 to try and file another case for the repeat engine failure, but they referred me to the dealership. The General Manager of the dealership has not returned my calls or emails. We have purchased over 14 landcover vehicles from this dealership.I feel there is a known problem with this diesel engine. I should not be ignored and landrover should value our loyalty and business and help with explanation on repeat - super expensive - issue. Too much of a coincidence. I saw other similar complaints on the internet with engine lock up. I feel landrover is covering for a known problem and this should not be allowed.

  Business Response

  Date: 02/15/2023

  Complaint has been forwarded to Jaguar Land Rover's **************************** for review.  

  Customer Answer

  Date: 03/13/2023

  
  Complaint: 18898318
  
  I am rejecting this response because: I have not heard from my dealer nor Range Rover regarding my issue.  How can you close a case when no one has offered a response.
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/24/2023

  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.

  Purchased a 2021 Range Rover Autobiography in West Palm, FL in December 2021. On February 18,2022 - car was involved in collision. As of January 24,2023 Range Rover is not able to provide a part. for a Harness - and have given 4-5 different ETAs. Customer Service only provides canned responses from Felcia- they say the part is coming then say we have no ETA. The car has been at the Collision Repair place for 1 year and the only part missing is the Harness. I have left messages asking for this to be escalated and no response. I'm paying for a car that I am unable to drive due to the Harness and costing me $800 a month insurance and the car payment. This is becoming a financial burden and I have had a car with a warranty on something I can't drive -

  Business Response

  Date: 01/25/2023

  Our Customer Relationship Centre review the complaint and see if they can offer assistance.

   

  Customer Answer

  Date: 01/25/2023

  [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 will accept that they are trying to see how to resolve this.  I will wait for their resolution.

  
  
  Regards,
  
  
  
  *** ******* 

• Initial Complaint

  Date:01/09/2023

  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.

  Purchased a car with Land Rover ******************** back in July of 2022. They have held back a refund they owe me and the second key that goes with my car. Management ignores calls and makes excuses.

  Business Response

  Date: 01/10/2023

  This is not a Jaguar Land Rover NA issue, the dispute is with the retailer and complaint should be directed to them.  All JLR retailers are independently owned and operated..

• Initial Complaint

  Date:12/14/2022

  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 lost 1 of 2 car keys to my Jaguar F Type. I have been a customer of ********************** for over 10 years without 1 issue and when I attempted to get a new key the ONLY option was to pay nearly $600.00. I understand a cost associated with the replacement but $600 is a ridiculous amount of money for 1 key. ******** only charges approximately $275 to replace a key. This just seems VERY excessive and it leaves you with no other options.

  Business Response

  Date: 01/03/2023

  The customer's information has been forwarded to Jaguar Land Rover's **************************** for review.

• Initial Complaint

  Date:12/12/2022

  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.

  In 2021 I purchased a used 2020 F Pace. I absolutely fell in love with the car and when I found the car at a used dealership with only ****** miles on it and the perfect price I jumped on it. I have had nothing but head aches with this vehicle the entire 2 years that I owned it. The heating core went, the car has had a number or issues with the key not working or connect with the app for remote start, and then in the final months the car would not stay started at all. I have small children and it became dangerous to drive with my children in the car, because I never knew when the vehicle would stop running. My car has spent weeks at Huntington Jaguar without them really knowing what the issue was with my vehicle. After the last time the car was there for two weeks, I picked it up and had it for not even 24 hours and it cut off again with me and my son in the vehicle. I immediately called the dealership back and expressed my concern. This was in October of 2022. They told me that they didn't have any loaners and they would call me right away to get the vehicle back in for service. Its December 2022 I'm still waiting to receive that call. I wound up taking a $10,000 hit and trading in the car early for another brand for the safety of my children. I have never had such a horrible experience with a vehicle before. What was a dream purchase became a nightmare. Every time I see the car on the road it breaks my heart a little. I would never purchase another Jaguar product again after this experience.

  Business Response

  Date: 12/13/2022

  We will have a Customer Relationship Specialist review the case.  According to the customer statement the vehicle was purchased used from used car dealership 

  Customer Answer

  Date: 02/01/2023

  
  Complaint: 18561140
  
  I am rejecting this response because:
  
  I was told that the company would look into to this issue and get back to me, I have heard nothing from the dealer or the company.  So I do not want this complaint closed.  I am still waiting for a resolve.  Please advise.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/01/2022

  Type:Customer Service 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 recently was a victim of vehicle theft and am in need to new lock set for my vehicle. It has been over a month since the incident occurred and Land Rover Manhattan has no ETA for the time period in which my lock set will come in. The thieves stole my car right out of the parking lot with the key. I am afraid that if I drive the vehicle they can come back for my car. This is unacceptable to not have eta for new lock set. The dealership has basically forced me to pay an invoice without an ETA on key set and customer service is really bad.

  Business Response

  Date: 12/02/2022

  Although this is an insurance issue, we will have someone reach out to the retailer for more information and to see if the replacement parts can be expedited.

  Customer Answer

  Date: 12/02/2022

  
  Complaint: 18490797
  
  I am rejecting this response because:
  
  The above response states this is an insurance issue and it is not. The cars damages were paid for and the pending item is lock set in which Land Rover has no ETA on its arrival. My car has been ready for over a month and the only people who can instal this lock set is Land Rover. Meaning I cannot move forward with my vehicle because Land Rover has no ETA for this missing piece. This has nothing to do with insurance it has all to do with manufacturing at Land Rover. I am unable to drive my car due to lack of lock set and I am paying a monthly payment and insurance on my car, this is unacceptable.
  
  Regards,
  
  ***********************