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:09/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Like other owners have described in past complaints on this website, I was driving my 2017 Land Rover Discovery Sport HSE home with my daughter when, without warning, I felt a change in the gear shift and the vehicle would no longer accelerate. I pulled over and shut the vehicle off and attempted to restart and it would not restart. I had it towed to my local Land Rover dealer and a few days later I was informed that my timing chain snapped causing catastrophic engine failure and that my vehicle required an engine replacement. My vehicle has only ************************************************************************************************************** fact, just last month, my vehicle was at the dealer and full service was performed. A vehicle with ***** miles on it should not suffer catastrophic engine failure. I have been looking into this particular defect and have found many Land Rover/Jaguar owners with similar failures at low mileage. I also found that a class action lawsuit was recently settled for ********* LR vehicles with the exact same mechanical issue and yet Land Rover has failed to correct the issue and people keep experiencing these failures. With their history, this is an issue that should be checked as part of the regular services and my problem should have been uncovered at my most recent service. Now I am stuck with a $15k engine replacement bill and I still owe several thousand dollars to my finance company. I was so happy with this vehicle and the service I received at the dealership until this incident. Now it seems like everyone just wants to look the other way and wash their hands of this incident.

• Initial Complaint

  Date:09/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 2019 jaguar f pace and always up to date on maintenance. At 62000 miles started w high rpm's but no codes. Thought I was overreacting then 63000 started throwing codes and took it in to shop specializing in European cars and they felt it was solenoids but took it to another shop and they felt timing chain. Finally took to my dealership and they 2nd timing chain needs replacing. This vehicle had recall on f pace timing chain on all motors except mine... 2.0 turbo gas. This clearly is a fault with all the engine in my year model and now my dealership says sorry but mine was not part of recall and now I have to pay thousands to replace! Never in my life have I had a timing chain issue with any car I've ever owned and for the price of these vehicles this one shouldn't have one either. My daughter also has a 2019 f pace and she is looking to get rid of it and get Lexus as I am also. But my car is still being repaired and so disappointed with JLR

  Business Response

  Date: 09/23/2024

  Hello,

  We are 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: 09/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  I have yet to hear from JLR!
  
  
  
  Regards,
  
  
  ****** *****

  Business Response

  Date: 09/30/2024

  Hello, 

  We received the consumer's response. 
  
  Our CRC Team has opened a case and made an initial contact to the consumer in order to begin discussing the situation.  
  
  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:09/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is not the first time that Land Rover service cannot provide me a loaner for a car when my car needs fixing. I need to wait for a month to get a loaner meaning I should drive my car with a check engine light coz I need a car and Land Rover cannot provide me a loaner. If I didnt know from a friend that their Rivian have them go to car rental to get a loaner while their car is being fixed then I wouldnt be complaining coz this means I am paying this much for a Land Rover and getting a Kia ******** When other companies can provide better service to their client

  Business Response

  Date: 09/19/2024

  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 

• Initial Complaint

  Date:09/09/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Where do I start...Purchased a 2018 Landrover Discovery brand new in 2018. Since that time and almost from the 1st month of driving it the issues started. The vehicle had a vibration in it and brought it back to the service department. The replaced '1" wheel bearing which never corrected the issue. Was told we need new tires. What a joke! Also the key fob stopped working after a month or so. I took the fob into the service department and they put a new battery in it and then charged me $19 for the the battery. At the ****** mile **** I took the vehicle in for the "suggested" service. They changed the oil and filter and a air cleaner for over $700!!! Since then we have had to get 5 window motors replaced, 4 more wheel bearings, 3 wind ******* because they don't fit right and when the 3rd one was just recently installed they wanted to charge me over $1,200.00 when they knew there was an open recall. The back tailgate doesn't seal correctly and the sunroof has an air leak. The vehicle has been at the dealership since 4/5/2024 with the same problem with the loud vibration between 44mph-61 mph. They can't figure it out. We have been patient throughout this awful journey with this vehicle. I have received 2 correspondence's from the service department since ***** stating the same c*** that they are still diagnosing the issue. I have started a claim through Landrover of North America regarding this. Because Northtown has kicked us down the road for so long we don't qualify for a buy back because the vehicle is out of the manufacturer's 50k warranty, even though we purchased an extended warranty. On June 12, 2024 I decided to stop into the service department to check on the status of the repair and the vehicle wasn't there. I went onto inquire where the vehicle was with the service manager "***". He said the vehicle is over at the body shop getting the sunroof repaired. I said WHAT!!!! They have had the vehicle for 2.5 months with no resolve. ***

  Business Response

  Date: 09/17/2024

  Hello,

  We are in receipt of this complaint. 
  
  We have reviewed the vehicle's repair history and determined that we are not in a position to repurchase the vehicle. 
  
  We have communicated this to the consumer. 
  
  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 09/18/2024

  
  Complaint: 22261026
  
  I am rejecting this response because, we have requested over the past 6 years to have our problems resolved with our "Lemon" and the response from Land Rover was to keep band aiding the issues long enough so as the ****** mile factory warranty expired so now it doesn't qualify for a "buy back".  We purchased an extended warranty just in case of these issues but, were told sorry about your luck because the extended warranty doesn't qualify you for a "buy back".  This vehicle has been in the service department for over 335 days since we have owned this vehicle and to this date the humming/vibration noise has not been corrected.  All that we have requested is that Land Rover fix our vehicle, and they have not and nor can they fix it.  We are left to drive a vehicle that in our minds and the ***************************************** a defective and possible dangerous vehicle.  If Land Rover wants this on their conscious should something happen, we have enough evidence to support a substantial lawsuit.  Please do the right thing and make us an offer to satisfy these issues.   

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

  Business Response

  Date: 09/23/2024

  Hello, 

  We received the latest response. 
  

  We have reviewed this matter in depth and our position remains the same. 
  
  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 09/26/2024

  
  Complaint: 22261026
  
  I am rejecting this response because: our vehicle is still hasn't been fixed and Land Rover will not correct our issues.  Land Rover is responsible and should correct the issues but unfortunately, they cannot so our only recourse is for the company to re purchase the vehicle. 
  
  
  
  Regards,
  
  **** ******

  Business Response

  Date: 09/30/2024

  Hello, 
  
  We have reviewed the consumer's response. 
  

  The vehicle does not qualify for a repurchase.  We recommend continuing to work with the Retailer to have the vehicle repaired. 

  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:08/30/2024

  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.

  My windshield started leaking, which could potentially damage the interior/electrical system. (No such damage has occurred yet as I immediately sent it to Land Rover ************), was diagnosed by LR Princetons and confirmed that the leak was due to the windshield. The estimate of charges: $2,070 + tax. There was a recall for this same issue on my make and model. When asking the service dealer, they said my specific VIN shows it is not one of the vehicles that should be covered under this recall. When I contacted Land Rover Headquarters, they stated its no longer covered by the recall because in April 2019, the windshield of the vehicle was replaced and repaired and paid for by the recall due to a leak already. Recall noted here: *********************************************************** Ive contacted the Land Rover corporate office in ******, ** to file a claim since it appears the recall repair was inadequate, given that the same problem is recurring. They have submitted and denied the claim, stating that since the recall was already performed by the previous owner, they are not liable to pay for the repairs. From my research with auto-glass companies, their expertise states that a windshield normally should last the lifetime of a vehicle and that any leaks indicates improper installation (such as incorrect sealing or inadequate bonding) or faulty materials. The recall was issued due to a known defect, and it is reasonable to expect that the repair addresses this issue comprehensively. Since the windshield is leaking again, it suggests that the initial repair may have been insufficient. I believe it is the manufacturers responsibility to ensure that such defects are properly resolved. When mentioning this to them, they stated theres no way you can prove its faulty and good luck getting a lawyer to prove that as well. The dealer should ensure the repair is performed correctly, and if they failed to do so, they should be held accountable.

  Business Response

  Date: 09/03/2024

  Hello, 

  We are in receipt of the complaint. 

  Our **************************** has reviewed this matter extensively and determined that we will not be participating financially toward the repair.  

  We have communicated this to the consumer. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 09/03/2024

  
  Complaint: 22219732
  
  I am rejecting this response because:
  
  Since Ive filed the claim, I have been in constant contact with them and they fail to provide proper documentation as to why my claim with them is rejected. They give zero transparency behind the issue and refuse to provide any reasons on the basis of their decision to reject my claim.
  
  In addition, their initial reason has been altered, (1st they told me my claim was invalid because repairs were made and paid for via recall and any leaks after recall repairs are not their responsibility) and they then changed the story and are now stating repairs were never made. I recently discovered that the recall was closed without any repairs made, recall was closed by Land Rover Princeton due to a premature inspection done on April 19, 2019 and since the windshield did not have a leak at that time, they closed the recall on my VIN, with no regard to the fact that the windshield issue could manifest in the future. This issue clearly falls under the scope of what should have been resolved by the initial recall.
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:08/19/2024

  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.

  Vehicle: 2023 Range Rover Sport Dealership: *************, ** Purchase Date: August 2023 Vehicle Cost: $129,000 Down Payment: $48,000 Mileage at purchase: 20 miles Date of Mechanical Issue: 09/01/2023, 10/01/2023, 02/01/2024 Date of Collision: 06/14/2024 I am writing to formally lodge a complaint against Jaquar Land Rover for neglecting to obtain accessible spare parts for vehicles that cost over 100K. My vehicle was involved in a small finder-****** (accident) in June of 2024, as of now, it has been over two months and Land Rover has failed to obtain accessible spare parts on hand. Parts are nearly on backorder or have no ETA on when they will be located or present. My car has been sitting for two months waiting for parts to become available. Despite multiple attempts to resolve the issue directly with the company, I have not received a satisfactory response or resolution. The conduct of the company violates the standards of business practice and fails to meet the expectations set forth by the Better Business Bureau. I have ample documentation and evidence to substantiate my claim, including communication with the body shop and reaching out to many dealerships for parts that are not available. I demand your immediate intervention in facilitating a resolution to this matter. I fully expect the Better Business Bureau to expeditiously work towards mediating a fair and satisfactory outcome for both parties. I anticipate your swift action in addressing this complaint.Also, during the first month of obtaining this vehicle, I experienced mechanical issues. Issues include the car not going into reverse, and the coolant sensor continuously going on and off. As a customer who wrote a check for $48K to purchase a $100K plus brand-new vehicle, I would expect more suitable customer service or some level of response. Thank you for your attention to this matter, and I look forward to your prompt assistance in addressing this complaint.

  Business Response

  Date: 08/20/2024

  Hello,

  We are in receipt of the complaint. 
  
  A member of our CRC team will be in contact with the consumer shortly to discuss this matter. 
  
  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 09/09/2024

  
  Complaint: 22164029
  
  I am rejecting this response because:  No resolution as of yet.
  
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 09/12/2024

  Hello, 

  Our CRC Team has an open case and will continue to work with you on a resolution. 
  
  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 09/16/2024

  
  Complaint: 22164029
  
  I am rejecting this response because: solution not resolved.
  
  
  
  Regards,
  
  ******* ******

  Business Response

  Date: 10/08/2024

  Hello, 

  We received the consumer's response. 

  We are currently working with the Retailer and the consumer to resolve the concern. 

  Our CRC team has an open case and will be in touch with the consumer shortly to provide an update. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 10/10/2024

  
  Complaint: 22164029
  
  I am rejecting this response because: the issue is still not resolved and there is not ETA to fix my car. 
  
  
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:08/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Aug 14, 2024 requested appointment to troubleshoot and repair in-control system on 2017 Jaguar F-Pace. I was offered Sept 11 appointment and offered lift within 20 miles or Enterprise car for $30 a day. Receptionist said it would take 24 to 48 hours to troubleshoot and repair car. I received a letter of a lawsuit against Jaguar for faulty in-control system for my 2017 Jaguar. I live 60 miles from the dealership and since they are the only dealership in ****** I am at their mercy. I had a ***** which the dealership is over 70 miles from my home and they gave me a loaner why they worked on my car. I don't know why jaguar think this is customer service to charge for a loner car.

  Business Response

  Date: 08/16/2024

  While we are the local dealer (not the manufacturer) and we are not party to the lawsuit referred to by customer, from what we can tell it appears that no final settlement has yet been approved by the court. As the manufacturer's warranty on the vehicle has long since expired, any diagnostic or repair work requested by the customer in advance of any possible approved settlement would necessarily be performed at customer's expense. The manufacturer does not reimburse for alternate transportation expenses. As a goodwill gesture to our service customers, we offer a complimentary Lyft ride to and from any destination in the ******** metropolitan area (20 miles), or a discounted rate of $30/day on a full-sized Enterprise rental car. The customer was politely offered those transportation assistance options by our call center representative, to which the customer responded to by raising his voice with her and abruptly ending the conversation by hanging up the phone.

  Customer Answer

  Date: 08/16/2024

   
  Complaint: 22141796
  
  I am rejecting this response because: They fail to answer my concern.All they did was give me the typical company line. If i live in the ******** area lift ride would be okay. What they don't realize is 24 to 48 hours at $ 30 dollars a day, plus Jagura hour rate for repair my car. I have had my car service 2 times and never got out with bill less than $500. This the worst customer service I have ever experience.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 08/21/2024

  Hi,

  We have received the complaint. 

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

  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:08/11/2024

  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.

  The Heads-up display connected to the InControl Touch infotainment system in my 2019 Range Rover Velar with VIN ***************** has stopped working. Since the purchase of the car, the heads-up display and infotainment system would stop working intermittently and start working. Finally, the heads-up display has stopped working permanently. There is a class action lawsuit going on concerning these issues. You can find the details here; ********************************************************************************************************************************************************************** would request Jaguar Land Rover North America LLC to fix the Heads-up display connected to the InControl Touch infotainment system in my 2019 Range Rover Velar with VIN ***************** under warranty at no cost. Thank you.

  Business Response

  Date: 08/12/2024

  Hi, 
  
  We are in receipt of the complaint. 
  
  A member from our CRC team will be in contact with the consumer shortly to discuss the situation. 
  
  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22126941
  
  I am rejecting this response because:
  

  I look forward to hearing from Jaguar.

  If I accept the response the BBB case will be closed.  We need to keep this case open till its resolved hence rejecting the response.
  
  Regards,
  
  *************************

  Customer Answer

  Date: 10/16/2024

  
  Complaint: 22126941
  
  I am rejecting this response because:
  
  I am reaching out with regards to Complaint ID: ********. On 08/12/2024, Jaguar Land Rover North America, LLC said a member from our *** team will be in contact with the consumer shortly to discuss the situation. As of today 10/10/2024, no one has contacted me. Please help resolve this. Best Regards, *****.
  
  Regards,
  
  ***** *******

  Business Response

  Date: 10/17/2024

  Hello,

  We received the most recent message. 
  
  Our CRC team has been affected by the recent weather on the east coast and they are experiencing delays in their communication. 
  
  We have requested that they contact the consumer as soon as possible to discuss the situation.  
  
  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:08/05/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have a Jaguar I-Pace that is under warranty. We had a battery fault warning and replacement in late 2023. Another battery fault warning in January 2024. Brought the vehicle to the dealer February 19, 2024. It is still there in August. We were in contact with customer service but a few months ago the case was switched to consumer affairs and there is zero contact - no repair - no status update - and no way to get ahold of anybody.

  Business Response

  Date: 08/06/2024

  Hello, 

  We are in receipt of the complaint. 
  

  A member of our Consumer Affairs team will be in touch with the consumer shortly to discuss the situation. 

  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 09/30/2024

  
  Complaint: 22094002
  
  I am rejecting this response because:
  
  Jaguar has still not fixed the vehicle.  They did call the dealership but they have never called me and they have the correct number. **************** file has it correct but the case is in consumer affairs. Our contact is supposed to be ****** ***** but that department can not be contacted.
   
  Regards,
  
  ***** ********

  Business Response

  Date: 09/30/2024

  Hello, 

  Thank you for your reply. 

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

  Consumer Affairs 

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Contacted Jaguar Land Rover North America on 7/15/24 regarding InControl App no longer working. After speaking with *** and going through various steps, app still not working and was advised to take to a local service department to get a update for the telematics control unit. Dropped car off on 7/19 at **********, ** location. Was told the following week that the service team was unable to upgrade the *** software after multiple attempts and that I would need to ***lace the entire unit for a cost of $4,922.68. This is unreasonable given the fact that the unit itself is not faulty, it's a software issue created by Land Rover software engineers. Important to note that I have received no alerts, since I have owned the vehicle, regarding updating software. Running outdated software has led to several network compatibility issues. After researching, we found that this is a widespread issue. As a loyal Land Rover owner (5), I am requesting a negotiation of this cost.

  Business Response

  Date: 08/12/2024

  Hello,

  We are in receipt of the BBB complaint. 
  
  Our CRC team has reviewed this matter and determined that we are not in a position to offer financial assistance toward the needed repair. 

  We previously communicated this to the consumer. 

  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 08/12/2024

  
  Complaint: 22064892
  
  I am rejecting this response because:

  Once again, this is the fault of Land Rover software engineers, but I see tbey are placing the burden on the consumer.  Land Rover is supposed to be a reputable company.  This will be the last Land Rover I will ever purchase and will dissuade others from purchasing.  
  
  
  
  Regards,
  
  *******************************