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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.
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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:02/21/2025
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.
2017 Range Rover evqoue windshield leaking, my understanding from speaking with dealers and windshield companies that this is a major problem with the Range Rover, I called Range Rover North America to see if there was a recall for the windshield and was told no , I would have to pay for a replacement myself, cost $2500.00, there is no other damage to the windshield (cracks or chips), Range Rover needs to do a recall or offer discount to replace the windshield ., there should be a repair offered instead of having the entire windshield replaced You pay over $40,000.00 for a piece of junkBusiness Response
Date: 02/25/2025
Hello,
We are in receipt of the complaint.
A member from our *** team will be in contact with the consumer shortly.
Thank you,Consumer Affairs
Initial Complaint
Date:02/01/2025
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.
Land Rover Corporate and the local dealership have taken over a year to address a situation with the vehicle. There have been lots of repairs that have had to be made to this brand new vehicle that truly makes me question the quality of this so called luxury brand. All I ask is that the company or the dealership be responsive to find a solution but again has been delayed over a year due to their lack of communication. Either repair the enduring problem or abide by the lemon law and find a suitable replacement.Business Response
Date: 02/03/2025
Hello,
We are in receipt of the complaint.
The CRC Agent has been notified and will follow back up with the consumer shortly.Thank you,
Consumer Affairs
Customer Answer
Date: 02/05/2025
Complaint: ********
I am rejecting this response because:
As I have stated there has been no movement in a year thus why I made the complaint. Please kindly provide me a point of contact with a name and number or email address to make any progress.
Regards,
*****Business Response
Date: 02/12/2025
Hello,
We received your response.
Please continue to work with your CRC agent on a resolution.Thank you,
Consumer Affairs
Initial Complaint
Date:01/28/2025
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.
My 2019 Jaguar I-Pace has already been recalled 5 times since May 2023 due to a high-voltage battery which may overheat and cause a fire. In spite of all these recalls, Jaguar still hadn't been able to find a permanent fix for the issue, so the automaker decided to buy back I-Paces, including mine. The trouble started in mid 2023, when a recall was issued for I-Paces that could face a thermal overload condition, which could lead to a fire. I was advised to park and charge my vehicle outside and away from structures until the fix- a software update to monitor the battery status for potential thermal overload was implemented. In Oct 2023, however, my vehicle was recalled again because the previous repair had not been completed correctly. In Feb, Mar and Aug 2024, my I-Pace was recalled thrice more for the same issue. Finally, on Nov 11, 2024, the ********************************** decided that the company would buy back the vehicles they have been unable to permanently fix. There have been three fires reported in the ** involving I-Paces that already received the software updates. The ***** recall report states, As a final remedy, *** will reacquire vehicles from affected customers. Until all affected vehicles are reacquired, a software update that limits the state of battery charge to 80 percent is required." Despite this announcement on 11/11/24, I have not been contacted by Jaguar, and it has been over 2 1/2 months. I have called them and complained several times and simply told I would have to wait. I still have to charge my vehicle outside (at times in the rain) to avoid a fire and I have only 80% battery capacity that limits my driving range to approximately 150 miles. This significantly affects my ability to use the vehicle for work and pleasure. The battery is still under warranty. I cannot afford a replacement vehicle until they buy it back. I need a safe and practical car as soon as possible. Please assist me in accelerating this process. Thank you.Business Response
Date: 01/29/2025
Hello,
We are in receipt of the complaint.
A member of our Consumer Affairs team will be in contact with the consumer shortly.
Thank you,
Consumer Affairs
Customer Answer
Date: 02/05/2025
Complaint: 22868099
I am rejecting this response because:I did not hear from Jaguar, either via email, phone or text.
Just so Jaguar has it, the name of the purchaser is my wife, ***** *********, and the vehicle VIN # is *****************. My contact number is ************** and my email is *************************
Regards,
**** *********Business Response
Date: 02/12/2025
****,
We are in receipt of your response.
We apologize for the delay.
A member of our Consumer Affairs team will be in contact by the end of this week to discuss the complaint.
Thank you,Consumer Affairs
Initial Complaint
Date:01/05/2025
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.
Im filing this complaint due to **** lack of communication regarding their buy-back initiative announced in November 2024 for the 2019 Jaguar I-PACE. Despite calling *** customer service 34 times, I have received no clear details or follow-up. Their employees acknowledge the program exists, and I was told someone would contact me by phone, but this has not happened. Meanwhile, Ive seen online that other 2019 Jaguar I-PACE owners have been contacted and are proceeding with the process.I purchased my 2019 Jaguar I-PACE in August 2024, and the experience has been nothing short of a nightmare. Shortly after purchase, I took the car to Jaguar Lakewood, **, for significant issues, where it remained for two months. During this time, I learned about the H441 recall, which limits the battery charge to 80% (72% for me with other car issues, leaving me with only 100 miles of range at best). As an outdoorsy person, this has completely disrupted my life. A 100-mile range is impractical and makes it nearly impossible for me to travel anywhere outside the city without planning excessive charging stops. Ive essentially been displaced and unable to enjoy the activities I value most.Despite these challenges and my repeated attempts to get answers, *** has failed to provide transparency or assistance. Their silence is unacceptable, given the substantial impact this has had on my finances and lifestyle.I am requesting immediate action from JLR to:Confirm whether my vehicle qualifies for the buy-back initiative.Provide clear instructions and a timeline for next steps.Assign a representative to ensure this process is handled promptly and professionally.JLRs lack of responsiveness is highly disappointing, especially from a premium brand. I expect this formal complaint to prompt the action Ive been waiting for since November.Business Response
Date: 01/06/2025
Hello,
We are in receipt of the complaint.
A member of our team will be in contact with the consumer shortly.
Thank you,Consumer Affairs
Customer Answer
Date: 01/21/2025
Complaint: 22770389
I am rejecting this response because:It hasn't been resolved yet. JLR hasn't contacted me.
Regards,
****** *******Business Response
Date: 01/23/2025
Hello,
We apologize for the delay.
A member of our Consumer Affairs team will be in touch with you shortly.
Thank you,Consumer Affairs
Customer Answer
Date: 01/23/2025
Complaint: 22770389
I am rejecting this response because: No one has reached out to me from JLR.
Regards,
****** *******Initial Complaint
Date:01/03/2025
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.
Extremely Disappointed in Jaguars ************* and Warranty SupportI purchased a 2019 Jaguar F-Type expecting a premium experience to match the luxury reputation of the brand. Unfortunately, this has been far from the case. With only ****** or less miles on the car, the seat upholstery has started to come undonea clear defect for a vehicle of this caliber.Despite multiple communications with Jaguars customer care team and even escalating the issue, Jaguar corporate offered a mere $500 goodwill gesture to cover only one seat, leaving the majority of the repair costs for me to handle. This is not only unacceptable but a blatant failure to honor the warranty and stand by the quality of their vehicles.The situation has been incredibly frustrating, and I feel completely abandoned as a loyal customer. *********************** response does not align with the premium service and support they advertise. If youre considering a Jaguar, think twice. A brand that charges a premium for their vehicles should deliver premium servicenot pass off serious defects as the owners responsibility.I expected better from a company of this stature and am deeply disappointed. I will be pursuing legal action to resolve this matter and cannot, in good faith, recommend Jaguar to anyone.Business Response
Date: 01/06/2025
Hello,
We are in receipt of the complaint.
A member from our *** team will be in contact with the consumer shortly.Thank you,
Consumer Affairs
Customer Answer
Date: 01/08/2025
Complaint: 22763843
I am rejecting this response because: Jaguar is not taking accountability in the issue that is clearly a defect of the vehicle as described in the detail summary.
Regards,
****** ********Initial Complaint
Date:12/20/2024
Type:Product 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.
Dear *****,Background As part of Recall H514, my 2019 Jaguar I-PACE has been limited to charging to only 80% of its normal range capacity. This reduction has significantly affected my ability to use the vehicle for its intended purpose, particularly for longer trips requiring the full charge range.Communication Failures 1.Lack of Notification:oJLR North America never reached out to me to notify me about Recall H514.oI have not received any correspondence, such as a letter in the mail, informing me about the recall or the process for a potential vehicle buyback.2.Unfulfilled Promises:oI have been told multiple times by JLR North America that I would be contacted within two weeks by their special team handling buybacks.*** has now been close to a month since I initially reached out, and I have received no contact from this team.**** has consistently refused to allow me to speak directly with this special team, further delaying ***************** Mishandling:oI opened a case with JLR to address these issues. Despite my repeated follow-ups, the case was closed without resolution, and I was again told I would be contacted within two weeks. This occurred three weeks after the initial communication where the same promise was ************ and Compensation Issues 1.Extension Cable Reimbursement:oPer the recalls guidelines, I am required to charge the vehicle away from my home. This necessitated the purchase of an extension cable to facilitate charging in alternate locations. *** has refused to reimburse me for this expense.2.Lack of Alternate Transportation:oThe reduced charging capacity has rendered the vehicle unable to meet my transportation needs for certain destinations that previously required a full charge. Despite this, *** has refused to provide alternate transportation or accommodations to mitigate the impact of the recall.Lack of Responsiveness VIN: *****************Business Response
Date: 12/23/2024
Hello,
We are in receipt of the complaint.
Our offices are closed for the holidays.
A member of our team will be in contact with the consumer at the beginning of January.
Thank you,
Consumer Affairs
Customer Answer
Date: 12/23/2024
Complaint: 22714231
I am rejecting this response because:
I was told close to a month ago now that a member of a special team to resolve the H514 recall would be reaching out within 2 weeks. This further compounds the unbelievable issue that Jaguar is not concerned about resolving the safety of their products or care for their customer at all. This is a RECALL issue. Holidays should not be affecting the resolution of this safety problem.
Regards,
******* *****Business Response
Date: 01/02/2025
Hello,
A member of our Consumer Affairs team contacted the consumer via email(*******************************) on 12/23/2024 at 12:58 pm.
Thank you,
Consumer AffairsCustomer Answer
Date: 01/13/2025
Complaint: 22714231
I am rejecting this response because: The issue has not yet been resolved, I was waiting to reply Based on current negotiations with the business. As of right now, they are communicating however, a final resolution has not yet been reached with this in mind. I ask that the case be reopened until such time that a final resolution has been reached.
Regards,
******* *****Business Response
Date: 01/13/2025
Hello,
We received the response from the consumer.
We ask that the consumer continue to work with our Consumer Affairs team on a resolution.Thank you,
Consumer Affairs
Customer Answer
Date: 01/27/2025
Complaint: 22714231
I am rejecting this response because:While they are communicating off and on - the issue has not been resolved. Would you mind opening it back up? I do think that we are just a couple weeks away from getting this matter handled, however, I fear that if the complaint is closed without an actual resolution, the business will not be forthcoming with a realistic solution.
Regards,
******* *****Business Response
Date: 01/30/2025
Hi,
Thank you for your response.This process can take time.
Please continue to work with your Specialist on a resolution.
Thank you,Consumer Affairs
Initial Complaint
Date:11/18/2024
Type:Sales and Advertising 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.
My Jaguar f pace had previous recalls that were marked as completed however when i called Jaguar consumer services the representative was only able to provide limited information & advised that I reach out to my local Jaguar dealer to see if they could help. I called the local dealer and wasnt able to get assistance from a service representative they only want to upsell and get you in to have repairs done that are costly. When I looked my VIN up on the Jaguar website there was no indication of any open recalls on my vehicle however when I called I was advised of an open campaign that affected the integrity of the vehicle engine light. This is very dangerous and can affect my vehicles health and my family members life. This is the second vehicle that weve had within the Jaguar /Land Rover family that have experienced safety issues and the manufacturer not being liable. Our Range Rover had a recall previously and it was closed out without doing the necessary repairs so when we looked up the recall it didnt appear under our VIN. We paid for diagnostics and repair on 2 different occasions for issues that were covered under a recall. When we addressed the dealer they advised that the vehicle was old. That was a very careless thing to say regarding a issue with a vehicle that had a recall for the latches not working properly and one of my kids or myself could possible fall from the vehicle. Now the issue with my 2018 Jaguar Fpace where we cant find out what recalls were actually repaired and the terms of the recalls. This is very disappointing because keeping consumers in the blind regarding these issues could cost them money and be potentially hazardous to their lives. Fpace VIN *****************, Range Rover VINBusiness Response
Date: 11/18/2024
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
Customer Answer
Date: 12/03/2024
Complaint: 22570456
I am rejecting this response because: I never heard from the company as promised.
Regards,
****** ******Initial Complaint
Date:10/30/2024
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.
From May 2022 to the present date, October 30th, 2024, my Jaguar vehicle has been plagued by persistent defects, including water leakage, power steering, coolant, and oil leaks. Despite repeated efforts to obtain assistance, I have been unsuccessful in securing a resolution from the manufacturer.Business Response
Date: 10/31/2024
Hello,
We are in receipt of the complaint.
A member of our CRC team will be in touch with the consumer shortly.
Thank you,Consumer Affairs
Customer Answer
Date: 11/01/2024
Complaint: 22495510
I am rejecting this response because:I am still awaiting a call from anyone, and the issues at hand remain unaddressed and unresolved.
Regards,
******* ******Initial Complaint
Date:10/29/2024
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 have a 1995 newly acquired Land Rover Discovery. It has an open recall for the fuel tank. It leaks. It is a safety issue. There is no statute of limitations. It is an open recall until repaired. Mine has never been repaired. I sent proof of ownership. I live in *******,Tx and there is no land Rover dealership even remotely close to me. I am 5-6 hours from any Land Rover dealership. The vehicle can not be driven due to the safety concern (leaking fuel). I am not going to tow it 4-5 hours and pay a huge towing bill. I explained to Land Rover that we have qualified shops in *******,Tx that can fix the issue. All I want is to get it fixed and Land Rover pay the shop directly. I should not have to pay the shop myself. I have been communicating with ******** at Land Rover. She is the messenger and not a decision maker. So far the decision from her is not acceptable. I need it fixed and need Land Rover to pay the shop I choose. It is real simple. It is an open unrepaired recall and I do not live near any Land Rover Dealership. ******** V CRC Lead Customer Relationship Centre T: **************,OPTION 9, Ext. [1310094]F: ************Business Response
Date: 10/29/2024
Hello,
We are in receipt of the complaint.
Our CRC team is going to follow back up with the consumer to continue discussing this matter.
Thank you,
Consumer Affairs
Customer Answer
Date: 10/29/2024
Complaint: 22486349
I am rejecting this response because: All Land Rover said was they are going to reach out to me and communicate. There is no resolution at this point. I do not want to accept their response and close the case because, then they will do nothing for sure. I need to see what Land Rover is going to do about this situation and my fuel tank leak/safety issue.
Regards,
**** *****Initial Complaint
Date:10/18/2024
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.
Jaguar Land Rover North America, LLC (Jaguar) performed multiple recall updates on my ********* Jaguar I-PACE vehicle. Car was in dealership from July to December 2023 last year, and they kept trying to fix it. As part of extensive repairs they broke AC, and now asking me to pay additional 6K dollars to fix it. The high-voltage battery control energy module also overheated and short circuit occured in July 2024 as indicated on recall that it might happen. Car was again with dealership from July to October 2024. Jaguar authorized dealer said that it's not related to recall even though it's clearly stated in recall that particular part will overheat. Overall it's a very pathetic customer experience, and would like to get refund of $5160.97, and AC repaired that they broke as part of repairs.Business Response
Date: 10/21/2024
Hello,
We are in receipt of the complaint.
A member from our *** team will be in contact with the consumer shortly.
Thank you,Consumer Affairs
Jaguar Land Rover North America, LLC is NOT a BBB Accredited Business.
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