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:07/29/2024

  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 took in my vehicle in for service bc I smelt an oil smell, they repaired a plug leak and I am still smelling oil. Took it in 3 times for same smell which is cause, but dealership and Land Rover refuse to do anything about it bc they cant replicate issue. They say they cannot cover looking at it bc they cant replicate issue. Obviously there was an issue which was repaired and still is smelling oil is cause and should be looked at by Land Rover.

  Business Response

  Date: 07/30/2024

  Hi,

  We are in receipt of the complaint. 
  
  A member of our CRC team will open up a case and contact the consumer shortly. 
  
  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 08/05/2024

  
  Complaint: 22061935
  
  I am rejecting this response because:
  
  I did not get a resolution. I only received a call from agent asking what is issue. And was told nothing can be done bc each facility is owned independently. So if local dealers are representative of the brand, where is a customer to take there vehicle if the headquarters has no control? Please explain
  
  Regards,
  
  *********************

  Business Response

  Date: 08/12/2024

  Hi, 

  A Supervisor here at Jaguar Land Rover NA has reviewed this case and determined that we are not in a position to provide financial coverage toward the cost of the needed repair. 

  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:07/17/2024

  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.

  I purchased a Land Rover Discovery Sport (2023 with 16k miles on it) on 5/25/2024. During the purchase I was told this vehicle went through a ******* step inspection. The following day, 5/26/2024, I noticed the car shakes when breaking and the trunk lift gate does not work, and I called that same day to schedule a service appt. I was told I would receive a call back Tuesday 5/28 to schedule it due to Memorial Day. I never received a call. On Tuesday 6/4/2024, I called again and was told the soonest appt was 7/9/2024, so I scheduled it. 2 weeks later, the shaking was so much worse and I felt unsafe driving the car. I called the service center again and they told me to bring the car on 6/24/2024, which I did. Since dropping my car off at the service center, Ive been getting notifications that the car will be ready within the week but they still havent fixed it. It is now 7/17/2024 and I still dont have my car. I called the customer service line and they apologized but told me they couldnt do anything at this time. It took a month to get the car a service appointment, and Im going onto a month not having my car. I put a large deposit down on this car and have been making my payments for a car thats been broken since day 1. Id like to either get a refund on my monthly payments and pause payments until my car is returned to me OR I would like to return this car and purchase a new vehicle.

  Business Response

  Date: 07/18/2024

  Hi, 

  We are in receipt of the BBB complaint. 

  A member of our CRC team has opened a case and will be in touch with the consumer to discuss the situation. 

  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 07/19/2024

  
  Complaint: 22005248
  
  I am rejecting this response because:

  I have reviewed the response made by the business in reference to complaint ID ********.

  I'M BEING ASKED TO RESPOND WITHIN 10 DAYS BY EITHER ACCEPTING RESOLUTION OFFERED OR DECLINING IT. HOWEVER, THERE WAS NO RESOLUTION OFFERED, THE MESSAGE ONLY STATES THAT SOMEONE WOULD CONTACT ME. PLEASE ADVISE ON HOW YOU WOULD LIKE ME TO PROCEED FROM HERE. 
  
  Regards,
  
  ****************;

  Business Response

  Date: 07/26/2024

  Hello, 
  
  A member of our CRC team is in the process of working with the Retailer and the Consumer to resolve this matter. 
  
  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 07/30/2024

  [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:07/02/2024

  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.

  In June of last year I took my car in because there seemed to be what sounded like blown speakers on the front left and rear right speakers. The dealership service center ignored my compliant about the rear right and said they were replacing the front left because the car was under warranty. Fast forward to August, the temperatures get much hotter in my location and I get in my car and the speaker is back to square one. I take it back in and they say the speaker is blown and then the rear one is too. Mind you, I don't blast music or anything like that. So they supposedly fix it it again. The heat wave shows up again and now both speakers sound like they did when I brought it in.My issue here is that I do not think they actually replaced the speakers. I think they used some cheap glue and tried to fix it by either gluing the speaker cone paper OR they didn't install it right. Today now since my car isn't under warranty, they are charging me for it. What a strange coincidence. I am waiting for the charge so I have proof they want to rip me off. But also I plan on taking the car to a different dealership to tell me exactly what is wrong with the speakers and let me know if they were even replaced. I do not want to go to court but I will simply over principal that mechanics can't rip people off all the time.

  Business Response

  Date: 07/03/2024

  Hello,

  Jaguar Land Rover NA is in receipt of the complaint. 
  
  A member from our CRC team will be contacting the consumer shortly to discuss this matter.
  
  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:06/24/2024

  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.

  I was driving my 2017 Land Rover Discovery Sport HSE on the highway with my daughter when the engine lost power and would not accelerate and died in the middle of the highway. We were almost rear ended by a semitruck but were able to get to the side of the road. Very unsafe! Then the truck would start to turn over and then die. We had it towed to a nearby AAA repair shop and they were unable to diagnose the problem so we had to transfer it to a foreign car specialist. They are saying it is the timing chain and will cost thousands to repair. My truck has 67000 miles and should not have this issue. I'm finding from other LR owners this is a common problem with these vehicles and it has also cost them thousands to repair. There was a law suit against LR for models 2012-2014 d/t faulty timing chains and yet there are still multiple reports that this continues to happen. I'm just devastated, I love this truck but I can't afford these costly repairs on a vehicle I am still making payments on and shouldn't have to. I have had other issues with the transmission that also cost me over 4,000 to repair.

  Business Response

  Date: 07/05/2024

  Hello, 
  
  We are in receipt of the complaint. 
  
  A member of our CRC team has opened a case and will be in contact with the customer shortly to discuss this matter. 
  
  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 07/06/2024

  [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:06/24/2024

  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.

  In 2023, I purchased a 2019 Jaguar F-Type from ********************* Rover-Jaguar. It had ****** original miles. It is garage kept and I usually drive it Monday - Thursdays. It has been a little over 1 year since purchasing the vehicle. I put on ****** miles within the year, and I've had to bring it in a number of times. Once for a faulty hose, which overheated on the expressway 3 months ago. A faulty TPMS for the left driver side tire because it continues to give "Low tire pressure" readings even when the tire is fine. And now, the engine is misfiring, and I am being told that cylinders 4 & 2 of the fuel injector are leaking, causing the misfire. This will cost me $4,700!! This is a LEMON OF A CAR. The dealership claims the car is no longer under warranty. No wonder no one ever trusts car dealerships. Now I will be charged $4,700 because this dealership sells LEMONS?!??!

  Business Response

  Date: 07/05/2024

  Hello,

  We are in receipt of the BBB complaint. 
  
  A member of our CRC team has generated a case and will be in touch with the customer shortly.

  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21894524
  
  I am rejecting this response because: They refuse to pay for any repair! Jaguars are HORRIBLE!! They sold me a ***** and are not willing to make amends for the ***** they sold! 
  
  
  
  Regards,
  
  ************

  Business Response

  Date: 07/22/2024

  Hello, 

  We have provided our position which is that the consumer will be responsible to pay for the repair.  

  The consumer also initiated a case with the Better Business Bureau Auto Line.  The BBB Auto Line determined that the case was ineligible due to the age of the vehicle, therefore the case was closed. 

  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:06/22/2024

  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.

  Hello,I am an owner of one of your vehicles. Recently, I encountered a very serious issue: the drivers door lock is not functioning properly, which prevents me from locking the car. Although my vehicle's warranty expired in March this year, I believe that the door lock, as a fundamental safety feature, should not fail in such a short period of time.I hope that your company will take this issue seriously. Considering the impact of the door lock failure on the vehicles safety, I kindly request a complimentary repair or replacement service. I look forward to your prompt response and resolution of this problem.Currently, my car is at Land Rover Richmond.Thank you!Sincerely

  Business Response

  Date: 06/27/2024

  Hello, 

  We are in receipt of the complaint and will have a member of our CRC team reach out to the customer shortly to discuss the situation.
  
  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 07/16/2024

  
  Complaint: 21888826
  
  I am rejecting this response because:
  
  However, it has now been a week, and I have yet to receive any contact or response from Land Rover. This lack of communication is very disappointing and concerning, as I was hoping to have this matter resolved promptly. 
  
  Regards,
  
  Boyang Na

  Business Response

  Date: 07/22/2024

  Hi, 

  Our CRC team has an open case and we are in the process of completing our review. 

  We have been in contact with the consumer already. 

  We will update the consumer shortly with the outcome of our review.  

  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:06/18/2024

  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.

  I have a 2020 Range Rover sport with ****** miles. **** week, my regulator in my window broke, cause the window to drop and shatter. This easily could have caused a motor vehicle accident and/or injured those of us in the car. I have never seen or heard of something like this happening. I called them about assistance with this repair and they coerced me into using a specific dealer if I wanted a chance of assistance with the repair. The total cost is $2,000 and they just denied me for assistance due to loyalty, Even though this is my third car with them. This is unacceptable to happen on such a new car and this is unsafe. Its also unethical to push me towards a specific place to get the work done and then deny my request for assistance.

  Business Response

  Date: 06/18/2024

  Hello,

  Jaguar Land Rover North America is in receipt of the complaint. 

  A member of our **************************** will be in touch with the customer shortly to discuss the situation. 

  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:06/10/2024

  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.

  Relatively New Range rover 2023 with ****** mile . Had brake issue and brake warning showed up. Took it to the dealer and was told that Back break pads need to be replaced. It appears that this is a defective issue and many customers had similar complaints. I belive the company should replace detective product rather than customer. *************************************************************************************************************************************

  Business Response

  Date: 06/11/2024

  Please be advised that a representative from JLR will contact ********************** to discuss his brake concerns. 

  Customer Answer

  Date: 07/08/2024

  Good afternoon. I did talk to the business and they offered to take care of the problem.  

  
  

• Initial Complaint

  Date:06/05/2024

  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.

  They will not sent the title to the Range Rover I purchased April 24,2024.I paid cash for the car. I have called and left sever messages. Of course the manager is always to busy to speak to me. I just need the title to the car that was paid for in full.

  Business Response

  Date: 06/06/2024

  JLR will have a representative contact ****************** shortly to discuss her concern with the dealler. 

• Initial Complaint

  Date:06/04/2024

  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.

  On February 9 2024 my wife had an accident in her 2023 Land Rover Defender we purchased pre-owned in October 2023 with only 3k miles on it. We accept full responsibility for the what happened and have compensated all involved. The vehicle went into the body shop the very next week with both passenger doors inoperable which pretty much made it impossible for to use as we have two children one with special needs which requires a wheel chair. Since we put in body shop we have been waiting on the two door from Land Rover to get here. We have now been waiting 4 months with no end in sight. I have been in touch with customer service which is truly a joke. They can do nothing and are only there to listen to people gripe because they can do nothing. You would figure that a company that sells higher end vehicles would have parts available especially non specialty parts like doors. Even if they didn't they should be able to get them fairly quickly. The worst part about all this is I keep seeing new defenders hit the ground which means they are still building new vehicles and making profit off of sales but do not care about service after the sale. This is ridiculous what JLR is doing with parts. I have a practically new vehicle sitting in a shop for longer than we got to drive it with no end in site. Come on Land Rover you can do better than this. It is doors and you have don't even care. Oh and before you answer with opening a case I have already opened a case spoke with several different employees including the dealership and two different supervisors and go absolutely no where. The dealership was surprisingly the most honest and straightforward and professional people I spoke with. Again, this is the worst experience with any auto maker I have ever had. And you call yourself a luxury auto maker! What a joke!

  Business Response

  Date: 06/17/2024

  Good afternoon,

  We are in receipt of the BBB communications from ************************* regarding the 2023 Range Rover Defender 130 VIN *****************.

  A member of our **************************** team has been in touch with the customer and will continue to work toward a resolution.

  Thank you, 

  Consumer Affairs

  Customer Answer

  Date: 06/17/2024

  
  Complaint: 21799345
  
  I am rejecting this response because: The customer service for this company is a JOKE. I have been in contact with customer service since at least April of this year. I have had no less than 3 different agents. I have been told no less than 6 different excuses. This company is only out for themselves. I have asked for nothing but what I think my family and I deserve which is a vehicle to drive. They only care about profits and that is it. I have asked for a manager to call me on several occasions. I had a customer service manager call, or at least they said they were, but they do not know what is going on. They pretty pretty much have a script and that is it. HORRIBLE customer service!! 
  
  
  
  Regards,
  
  *************************