Business Profile
Auto Manufacturers
Jaguar Land Rover North America, LLCThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 185 total complaints in the last 3 years.
- 68 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/18/2022
Type:Service or Repair IssuesStatus: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.
New 2022 Jaguar Fpace delivered June 2022-SADCZ2EE!NA698935 by ***********************************************. with no spare key. Told Jaguar Corporate will send spare key soon. It is November and still no spare key. Made attempts to contact Jaguar Land Rover cutomer service that gave no indication or even knowledge of, when spare key will be delivered. Even sent email to *****************************, Jaguar Public Relations Specialist, who did not even respond.This is a safety issue "stranded without spare key"Business Response
Date: 11/29/2022
Second key is currently not available due to a worldwide microchip shortage. Jaguar Land Rover, as all other manufacturer's, are working to resolve the issue as soon as possible.Initial Complaint
Date:11/05/2022
Type:Service or Repair IssuesStatus: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 leased a vehicle from Land Rover in ****** **. Back in May 2022 I was involved in an accident. I brought my vehicle back to Land Rover to get it repaired at their body shop. The vehicle has been in there possession for almost 7 months now. Im making lease payments on a vehicle I have not been able to drive. every time I call them they are waiting on back ordered parts. Ive called my dealership and Land Rover Corporate multiple times. Nobody has a resolution to my situation. Worst of all Im getting brushed off by the brand. Its been 7 months this is unacceptable and I need the BBB to help me get a resolution from Land Rover.Business Response
Date: 11/16/2022
Jaguar land Rover Representative requested that customer contact them to discuss. Customer responded "Apologies I only saw your email today, what is there to discuss, I still dont have a car parts are still delayed and Im making my payments, and nothing is done. So, what is there to discuss ?
If customer would like to contact the representative, we will do oour best to assist.
Initial Complaint
Date:10/25/2022
Type:Service or Repair IssuesStatus: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 2023 LAND ROVER DEFENDER ON OCTOBER 8, 2022 AT LAND ROVER ******** IN ***** ********, USA. THE VEHICLE WAS SOLD/DELIVERED WITH ONLY ONE KEY FOB AND I WAS NOT TOLD THIS "UNTIL AFTER THE FACT/DEAL". THE VEHICLE WAS MARKETED AS HAVING TWO KEY FOB, SO THIS IS POSSIBLE FRAUD/BAIT-SWITCH. I AM TOLD BY LR USA CUSTOMER SERVICE THAT THE FACTORY WILL SEND THE SECOND KEY FOB TO THE DEALER, BUT THERE IS NO KNOWN DELIVERY DATE FOR THIS. THE DEALER, CLAIMS THE FACTORY WILL SEND THE KEY FOB TO ME. SO WHERE AND WHEN WILL THIS KEY FOB BE SENT? TO ME OR DEALER AND WHEN!??Business Response
Date: 10/26/2022
Jaguar Land Rover will provide additional key as soon as possible. Please stay in touch with your retailer.
Customer Answer
Date: 10/26/2022
Complaint: ********
I am rejecting this response because: I want a timeline of when and where I will receive what I already paid for and was promised!
Regards,
**** *********Initial Complaint
Date:10/24/2022
Type:Service or Repair IssuesStatus: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.
First I would like to say, This is my first new car ever. I have owned aprox 10 *** and ******** for over 35 yrs with almost 200k miles and never had such happen.... This 2016 range rover sport with 90k miles, overheated and burned/locked up motor, with no warning while running short errand in town. Quote $30k for new motor that isn't even guaranteed. the car is only worth maybe $28 now. I feel like I have been totally robbed. My whole investment is gone in 5 short yrs. No trade in value etc. I'm having to sell for scrap. This is a common problem I'm told I'm concerned why no recall ever to prevent this issue.Business Response
Date: 10/25/2022
Customer Information has been sent to ********************** Land ************************ **************************** for additional review.Initial Complaint
Date:10/23/2022
Type:Service or Repair IssuesStatus:UnansweredMore 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 January of 2022 our 2015 Range Rover needed parts and the car was inoperable/non driveable. Due to the pandemic Range Rover admitted that they had no availability of the numerous parts anywhere in the world. I was directed by the Range Rover dealership to call Range Rover NA direct, and I did. I spoke to a customer service rep named ****** and was given a case# ********** after I gave all the information regarding our vehicle including the *** #. The customer service rep then told me that I can rent a car from any rental agency with a $ ***** rental fee limit per day, until the time that the parts are available and the car is repaired. ****** told me the only records to keep for review for refund were the enterprise rental car paid invoices and also the final repair bill from the service location showing all dates as to when the car was initially brought in for service and when it was finally finished. ****** mentioned that if all the dates match up for the service period and the rental period that the review would be approved and I would be fully refunded for the $ ***** per day Enterprise rental that I paid monthly out of my pocket. So the entire process ended up taking approx 8 full months. Once the parts arrived and the car was fixed immediately and returned to me, I sent in all the invoices and paperwork to Range Rover as per Dakota's instructions. Approximately 1 week later I had to follow up with ****** by phone as no one contacted me. On that call ****** explains to me that my refund is being rejected after the review because our car was out of warranty !! I was very upset hearing this for the first time and asked how could you have explained to use this program to me and then discussed with me by phone and e-mail almost every week for 8 months that the program for refund would need for the car to be under some kind of warranty. I went on to ask why this was not caught on day ONE back in January when I gave all the information on the car.Initial Complaint
Date:10/20/2022
Type:Service or Repair IssuesStatus: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 2020 Range Rover Sport. I was in a minor fender ****** and when I called the dealerships locally to get the car repaired they informed me that they don't do body work and the dealer and referred me to a land rover authorized body shop. It took me 4 months to get an appointment with any body shops in my area and when I dropped my care off on 7/15/22 the estimated repair time was 15 days. My car has now been at the body shop for 95 days and there is no end in sight. I am in the midst of a parts hold for a window for my vehicle. The window was ordered on 08/17/2022 and there is absolutely no ETA or update on the arrival of this part. I have called 2 dealerships to try and understand figure how this is acceptable that they cannot even provide me with an ETA?! Not to mention they have not supplied me with a loaner vehicle and are expecting me / my insurance to provide me with a rental car while my car sits in a body shop and waits for a part to arrive. I have escalated this to customer service at Land ******************************************************************** and the rep has told me "there is nothing we can do." I am leasing the vehicle and paying a hefty lease payment for a car I cant drive while I also have to provide myself a rental car. I guess I am just shocked at the level of customer service I am receiving from this luxury vehicle brand?!? My friends that drive Porsche, Audi and *** have not had these experiences and are always provided a loaner vehicle in these instances. I think the most frustrating thing is not having an ETA on a part that I have now been waiting on for 2 months and now I have received word that once the part is made (which per Land Rover it hasn't been made) I may have to wait another 4 weeks for the part to arrive. Land Rover is expecting me as the customer to pay my lease and provide myself my own transportation while I await for a part to arrive that they cannot even tell me an ETA. All future customers should be aware of how they will be treated by Land Rover.Business Response
Date: 10/25/2022
Unfortunately, this repair at an independent facility is an insurance matter due to an accident.Customer Answer
Date: 10/25/2022
Complaint: 18254336
I am rejecting this response because:
Regards,
**************Initial Complaint
Date:10/06/2022
Type:Service or Repair IssuesStatus: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 Pre-owned Jaguar F Type 2 years ago and have been in the shop more than 17 times. The vehicle had its engine replaced, but I still have not been able to drive it without it shutting off on me.Jaguar customer service as of today has not fixed the problem initially expressed 2 weeks after the purchase. They have also put me on hold for over an hour at a time, hung up on me after their office closed for the day, and failed to call back when I left messages.I've spent more than $3,500 on parts and services not including the $4,784 in rental car expense because they could not provide a loaner car during this time due to lack of loaner vehicles. which does not include the rental car costs.Vehicle has been in the shop during those 2 years for over a year in which as of this month warranty has expired and was told it was Jaguars position that even though my car has been in the shop for over 17 times for a total stay over almost a year and 2 month's that I am out of luck.I asked them to consider doing a buy back which they denied me. They do not allow anybody to speak with any person within the company that has job responsibilities that pertain to customer satisfaction or any similar role. To this day, I cannot get a single person besides the front line customer service reps to hear about this treatment and attempt to resolve this 2 year long issue. This nightmare has been very well documented from Jaguar reps gathering the vehicle service tickets from the dealer to phone calls with their office to myself documenting every detail.Now, 1 day out of the shop and the same problem still exists and itis causing the same symptoms that led to having to get the engine replaced. This is an experience I dont want anybody to encounter and just want a resolution and for someone to call back and actually want to help me here.Business Response
Date: 10/07/2022
The consumer's case has been escalated to management for review.Customer Answer
Date: 10/08/2022
Complaint: 18179693
I am rejecting this response because:
I view this response to be the same as an automated response. It gives no specifics and offers no resolutions.
Regards,
*********************Initial Complaint
Date:09/16/2022
Type:Service or Repair IssuesStatus: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.
Our leased 2020 all electric vehicle i-Pace all has repeatedly had the following problems:1) repeated electrical system malfunctions resulting in the car completely dead, unable to start, charge or be moved 2) malfunctioning electrical warning systems 3) malfunctioning electrical systems 3) electrical voltage faults resulting in a "dead" car leaving us stranded and having to wait hours for tow trucks 4) Jaguar Roadside Assistance incompetence, sending tow trucks unable to actually tow the car to a dealership 5) Jaguar dealers with inadequate mechanics trained to repair electric vehicles made by Jaguar, resulting in multiple days delay in the shop 6) Inability of Jaguar dealers making adequate numbers of loaner cars available for electric vehicle drivers whose car take many days just sitting in the shop before a technician can evaluate the problems 7) Resulting out of pocket expenses of renting vehicles for multiple days of the vehicle being in the shop.8) Personal danger of being stranded in locations where our Jaguar car would not "connect' to the charging units. 9) Repeated interruptions of scheduled daily life to deal with Jaguar's inferior electric vehicle.Business Response
Date: 09/16/2022
The complaint has been assigned to a specialist who will contact the customer ASAP.Initial Complaint
Date:08/14/2022
Type:Service or Repair IssuesStatus: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.
New 2022 Jaguar Fpace SVR delivered in June with only one key.-told second key would follow shortly. A safety issue ocuured requiring second key. Contacted Jaguar Corporate via phone and emails but was ignored. I simply want what all car manufactures provide with new car-two keys. Dissapointed Jaguar ignores safety concern and cavalier treatment of consumer that purchased multiple Jaguars over years.Business Response
Date: 08/15/2022
We will have a Customer Relationship Representative reach out to the customer ASAP.Customer Answer
Date: 08/16/2022
Complaint: 17714861
I am rejecting this response because: Two emails have been ignored. One of two phone calls gave a unacceptable pass problem to dealer. I asked when am I going to get my new SUV 2nd key. Person said "I do not know, check with your retailers parts department." when i told dealer of corporate response, they laugh
.
Regards,
*************************Initial Complaint
Date:08/11/2022
Type:Service or Repair IssuesStatus: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 used 2017 Jaguar on May 31, 2022 from ****************** financed through ***** Fargo thinking the car I got was my dream car for almost $29,000 ($708.00 a month). However, within a month of driving the vehicle there is a massive coolant leak that requires almost a full repair of almost all engine parts and water pump. This car has been a living nightmare and in my opinion the dealer did not properly inspect the car they sold me which was probably a trade in at one point. I am a single mother of two expecting a third and felt as if I was knowingly sold a lemon car with no extend warranty and now I am stuck in debt with no way to pay for these extensive repairs. At this point Id rather give this car back to them and trade in or just totally get out of this loan. Its like the company wants me to default and voluntarily repo the car because every two days For the past 2 months I am spending $26.00 to purchase more coolant. I am seeking some type of resolution whether the company can take back the car and surplus or, write it off and I have to claim the write off as income during taxes I dont know but from a struggling mother who cant afford repairs a month after purchasing a car from them I am pleading for a resolution.Business Response
Date: 08/12/2022
Your concerns have been forwarded to our **************************** for review and response. If you need immediate assistance please contact please call our **************************** at **************.Customer Answer
Date: 08/12/2022
Complaint: 17706822
I am rejecting this response because:
It doesnt offer a solution as of yet.
Regards,
*********************
Jaguar Land Rover North America, LLC is NOT a BBB Accredited Business.
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