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:05/31/2024

  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.

  The date of transaction is 05/31/2024. Had car towed on 05/29/2024 due to dead battery. ****** was just replaced by same dealership June 2022. This time they did not understand why the battery died suddenly as a new battery was just installed March 2022 by another dealership. Vehicle was towed on 05/29. Called on 05/30 to check status. No word.Again, 05/31 they stated the battery died again because I do not drive my vehicle enough. I drive my vehicle to work Monday-Thursday and on weekends. Also, I have been without a vehicle for over 48 hours with no offer for a courtesy vehicle. Dealership states a new battery has to be purchased without additional information.

  Business Response

  Date: 06/03/2024

  JLR will have a representative contact ********************** shortly to discuss her concerns. 

• Initial Complaint

  Date:05/17/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In January 2022, I purchased a new Range Rover Sport. Within days, I began to encounter problems, with many of them being serious safety concerns. To this day, my car is still not operating properly and has spent weeks at the dealership. 1. Technology Issues, still not resolved: Car will not connect to CarPlay, connection to CarPlay will fail, entire operating system will shut down and become inoperable, entire operating system will restart over and over, wireless charging only work intermittently. These issues happen multiple times a day.2. Suspension Fault Issues, multiple times 3. Tail Light Issues, still not resolved: Failure of back tail light -- recall issue with parts that were unavailable so put in "old stock" lights.4. Severe rattling & creaking, still not resolved: multiple problems with door seals, rattling coming from the grab handles. This happens daily.5. Unlocking Issues, still not resolved: Car will intermittently not unlock when trying to unlock using door handle button or key. This can last for minutes at a time where I am unable to get into my car. This happens multiple times per week.6. Automatic/Self-Driving Parking Issues, still not resolved: Car has curbed my wheel when performing self-driving parallel parking feature, when reversing automatic parking feature pops up blocking backup camera even when there is no spot to park.7. Gear shift issues, still not resolved: Car will intermittently not shift into reverse causing you to think you are backing up but will start to go forward. This happens weekly. 8. Engine Coolant Issues, multiple times I filed a formal complaint with Land Rover, explaining that I do not feel safe driving my car and asked for a substitute of collateral or buy back. After waiting weeks and providing lots of documentation, Land Rover decided to do nothing. I am extremely disappointed, especially with how much we spent on the car. Their inability to help someone who doesn't feel safe speaks volumes.

  Business Response

  Date: 05/21/2024

  ************************** case was reviewed for replacement in March 2024. JLRNA has declined the request. JLRNA will continue to work under the terms of the warranty.

  Customer Answer

  Date: 05/21/2024

  
  Complaint: 21727298
  
  I am rejecting this response because: the business is making no effort to make things right. I do not feel safe in my vehicle, and the response from Land Rover doesn't give a lot of credibility to the brand.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 05/23/2024

  JLR has not changed its position regarding the denial of the replacement request and will continue to work within the manufacturers' warranty.

  Customer Answer

  Date: 05/24/2024

  
  Complaint: 21727298
  
  I am rejecting this response because: JLR has not assisted with my complaint or made any step to resolving my safety concerns. Saying that they are telling me to work within the manufacturer's warranty has become unreasonable at this point. My car continues to have serious safety concerns. Going in for service monthly and being put into a not as nice loaner vehicle (if they even have one available) while I am continuing to pay high monthly payments also isn't right.
  
  
  
  Regards,
  
  *********************************

  Business Response

  Date: 05/31/2024

  JLRNA will have a representative contact Ms. ********* shortly to discuss her current concerns. 

  Customer Answer

  Date: 06/04/2024

  
  Complaint: 21727298
  
  I am rejecting this response because: I still have not heard from anyone at JLR. I do not feel safe in my vehicle and my car issues are still not resolved.
  
  
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:05/09/2024

  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.

  Hello,
  
  I recently took my vehicle in on May 4, 2024 because AutoStart quit working from phone since last service visit when they told me they updated the software as part of a routine maintenance. This vehicle is only 3 years old and has 30k miles on it. The technician informed us that they could only update the software to 18.2 but needs to be at 20.2. They could not update the software because the telematics module needs to be replaced with a newer one to allow the update.
  
  I was looking into trading the vehicle in on a new Land Rover but because of this service visit I am going to have to start looking at other vehicles that support their product better. It is bad enough that I have to pay the yearly fee to use the app to start my vehicle when weather is cold or hot but to pay the fee and then be told that they have to replace a module quoted at $2500 just to be able to start my vehicle remotely. This is absolutely ridiculous. I would have never purchased the vehicle if I was told that the autostart feature would only be available for a short time.
  
  Your company should inform people when purchasing a vehicle that the autostart would require a paid subscription. It should also be made clear that the current module sold with vehicle which apparently is what is relied on for the auto start to work is only good to a certain update in which at that time would require a $2500 replacement to regain the autostart feature.
  
  This is our first Range Rover and most likely our last.

  Business Response

  Date: 05/10/2024

  JLRNA will contact Mr. ***** shortly to discuss is concerns. 

• Initial Complaint

  Date:05/03/2024

  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 hope this message finds you well. I am writing to share my deeply disappointing experience with the Jaguar F-Pace that I purchased in February 2023. As an enthusiast of the Jaguar brand, I embarked on this purchase with high hopes and expectations of enjoying the epitome of luxury and quality that Jaguar is known for. However, my ownership journey has been fraught with frustration and dismay.
  Shortly after taking possession of the vehicle, I encountered a significant issue: an alarming oil leak from the engine. This was an unexpected and disconcerting discovery for a brand-new car, prompting me to seek immediate assistance from the dealership. Thankfully, the dealership facilitated an exchange for a new vehicle, providing a temporary resolution to the problem.
  
  Despite this initial setback, my optimism was short-lived as new challenges emerged. Living in the sweltering climate of Texas, where reliable air conditioning is paramount, I soon realized that the AC system in my Jaguar F-Pace was inadequate. Despite multiple visits to the dealership and assurances that the issue was merely a result of the weather, it became evident that the problem was more systemic. Eventually, it was discovered that the freon levels were low, which was addressed by refilling them. However, this did not resolve the underlying issue, and the AC continued to struggle, leaving me uncomfortable and dissatisfied.
  
  However, the most vexing issue I have encountered with my Jaguar F-Pace is the persistent interior noises that disrupt the serenity of the driving experience. These noises, ranging from rattles to squeaks, have become increasingly prevalent and intrusive, detracting from the enjoyment of driving the vehicle. I have made multiple visits to the dealership, on more than three occasions specifically addressing these noises, in the hopes of finding a resolution. However, despite the efforts of the dealership's technicians and the time spent awaiting diagnosis and repairs, the problem persists. This recurring issue has not only been a source of frustration but has also eroded my confidence in the quality and reliability of the vehicle.
  
  In addition to these technical issues, I have also faced challenges in my interactions with Jaguar USA. Despite opening a case and expressing my concerns, my request to repurchase the vehicle was denied, further compounding my disappointment and disillusionment.
  
  As a loyal customer and enthusiast of the Jaguar brand, this experience has been deeply disheartening. I had hoped that my investment in the Jaguar F-Pace would provide me with a vehicle that exemplifies luxury, performance, and reliability. However, the reality has fallen short of my expectations, leaving me questioning the quality and craftsmanship that Jaguar is renowned for.
  
  I implore you to consider the gravity of my situation and take decisive action to address the persistent issues with my Jaguar fpace reconsideration of my request for repurchase, I urge you to prioritize customer satisfaction and uphold the reputation of the Jaguar brand.
  L

  Business Response

  Date: 05/06/2024

  JLR stands by its decision not to offer a repurchase at this time as all verifiable issues have been repaired under the manufacturer's warranty. 

  Customer Answer

  Date: 05/06/2024

  I’m rejecting the response provided by them due to 

  If the service center claims to address all reported issues, why does the car continue to make noises from the dashboard and elsewhere? This isn't the first time I've raised this issue, and despite assurances that it was fixed, the problem persists. I've invested a significant amount in this vehicle, yet I'm constantly returning to the service center. What kind of car have I been given? The service center mentioned that continuous part removal might result in new issues, but JLR's response seems to be 'bear with it.' Why doesn't the JLR team come to Houston, sit beside me, and experience the irritating noise firsthand? Your suggestion to visit the service center monthly is impractical; I have other commitments and work. I need JLR to repurchase the vehicle due to these ongoing issues.

  Thanks,

  *******

  
  

  Business Response

  Date: 05/10/2024

  As previously stated, JLR stands by its decision not to offer a repurchase at this time as all verifiable issues have been repaired under the manufacturer's warranty.  All issues that the dealer has been able to duplicate have been addressed. If there are still concerns, the vehicle does need to be diagnosed by an authorized JLR dealer. 

• Initial Complaint

  Date:04/30/2024

  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.

  on 3/2/2024 I was driving my 2018 Range Rover Velar, when all of the sudden I see a lot of smoke coming out of the exhaust, then the smoke was from the front of the car under the hood. I pulled over and over and turned off the vehicle right away. The vehicle did not have any warning light or any information telling me that was overheating only visible I saw the smoke. I had to tow the vehicle to Land Rover Boston, and I had to pay $332. the next business day 3/4/2024 they called me and said I had to pay $229 for a diagnostic. after they said the coolant tubes burst and leaked all the coolant overheating and damaging the engine. I asked why I didn't get any signal or warning and is not my fault for me the car was in good shape, no mechanical issues at all. they said my vehicle warranty expired on 12/2023. the vehicle only has 53k miles. they do not want to fix my car and I have a car loan in which I still owe $28450. I don't think this is fair for me go to through this. I purchased the vehicle on 4/2021 thinking that brand is reliable. I put $10000 for down-payment and always making my monthly payment on-time $797 per month and my vehicle breaks down, with engine issues and they don't want to take responsibility. I am a loyal customer with now a big debt and a not running car. I am already behind on car payment because I had to spend the money on another vehicle for Transportaion to work. please help! I understand if it was my fault or if I crash it, but this was the case of engine failure. I want my vehicle back running or to settle my outstanding car loan with Santander Comsumer USA or to get me another used Velar working. I took the vehicle twice to Land Rover Boston for different issues and every time they do the inspection of all the fluids, and everything was fine according to them, so why this vehicle failed?

  Business Response

  Date: 05/02/2024

  JLRNA will contact Ms. ***** shortly to open a case and investigate her concerns. 

  Business Response

  Date: 05/14/2024

  JLRNA has declined the request for goodwill. The vehicle is well out of the manufacturer warranty. 

   

  Customer Answer

  Date: 05/14/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The vehicle never gave me any type of warnings light, the vehicle was driving in perfect condition. This is no fair for a customer that still owes 28,000 for this car loan to now have to sureender the vehicle and be with a big debt because of faulty issues that was not my fault. When this happened on the highway I pulled to the right side and shut off the engine. If I would've had a warning before it was overheating then I would taken to the dealership. This is unacceptable that a customer has to go through this. 
  
  
  
  
  
  Regards,
  
  
  ******* *****

• Initial Complaint

  Date:04/25/2024

  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.

  On February 6th, 2024, my Jaguar FPace 2017 experienced a catastrophic engine failure, rendering it inoperable. The timing of this failure is particularly distressing, as it occurred just three days after the expiration of the vehicle's warranty, unbeknownst to me. Despite maintaining my vehicle over the past three years, with regular servicing and care per the maintenance requirements, I was dismayed to discover that such a critical component failed at approximately ****** miles. ** note, In 2023, I took my car to Jaguar because it was loud, and the check engine light came on. They fixed something else, causing me to think it was fixed. I was told it was loud because it was diesel. Now I am thinking the engine was failing all along.Following the breakdown, I contacted Jaguar Land Rover's corporate department in to seek maintenance support for the repairs, which were estimated to cost around $19,000 for a new engine. While I understand that my vehicle was approaching two years out of the manufacturer's warranty, I believed that Jaguar Land Rover would offer some form of assistance. However, after providing all requested information, I was informed by the assigned case manager that maintenance support was denied based on company guidelines. I think this would have been fair to assume and understand had this been shared upfront. I feel I was misled in believing that providing maintenance documentation might suffice in meeting me halfway. In my initial outreach, I called asking if it were possible for help; not expecting it.In my pursuit of further understand these guidelines, I requested a copy from the case manager, only to be told that they were internal documents and could not be shared. This lack of transparency has left me frustrated, as I am now unsure of the criteria used to determine support eligibility. Furthermore, despite being told that a **** report would dictate the next steps, I have yet to receive any meaningful updates or resolutions.

  Business Response

  Date: 04/29/2024

  The original manufacturer warranty (4 years, ****** miles) expired March 30, 2022. JLR records show the customer purchased vehicle used on February 16, 2023.  There is no extended warranty indicated for this vehicle. A review of the vehicle service and repair history has been completed and goodwill assistance has been denied.

  Customer Answer

  Date: 04/30/2024

  
  Complaint: 21624369
  
  I am rejecting this response because I believe they are responding to the wrong account. I purchased my vehicle in October of 2021, not February of 2023. My complaint is that of my time being wasted, while scrambling to submit years of verification of requested car maintenance when a representative could have been upfront in sharing that assistance would not be possible due to the manufacturer's warranty being expired. I had to physically try get to as many mechanics as possible to gather information, as they were unable to just provide information over the telephone. Prior to purchasing the vehicle used, I gathered the entire history of the car and the previous owner-maintained maintenance as well. I checked this to avoid a major situation such as what is currently being experienced. The next issue is why would a car only 7 years old experience complete engine failure with routine maintenance, that's concerning and makes me feel I was sold a faulty product. Lastly, it would have been nice for the case worker to state the reason. I was told the reason for denial couldn't be shared due to company guidelines.
  
  
  
  Regards,
  
  ***************************

  Business Response

  Date: 05/03/2024

  Apologies for the confusion with the date of purchase, but JLR's decision to decline goodwill at this time stands for VIN: *****************. 

• Initial Complaint

  Date:04/24/2024

  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.

  I have been dealing with a buy back with company and there were supposed to over night me a check in the amount of $43,100.00 on 4/18/2024 however they over night someone else check to my house and I am sitting here for the past 5 days without a car or a check.I have been dealing with ***************** consumer affairs which does not return emails or any kind of follow up . He is very unprofessional. Here are my case info.Spoke to dealer in ************* ********** that I purchased the car and they told me that is my problem . I have contacted the corp office and email over 20 times and no one is replying. Here is the case # JLRNA: ***************** - 21MY Range Rover SWB ***************** Consumer Affairs Specialist T: ************* |E: *******************************************************

  Business Response

  Date: 04/24/2024

  Mr. Adibs check is being sent today to him via ***** First Overnight for delivery tomorrow by 8AM. ***** tracking info: ********************************************************************************************

  Included with Adibs check is a prepaid ***** label and envelope that he has been asked to use to return the customers' check that he received in error back to JLR Mahwah. ***** tracking info: ********************************************************************************************

  Kind regards

• Initial Complaint

  Date:04/12/2024

  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 that’s been in the shop several times for recurring issues. Range Rover denied my request for a buyback. I also asked them to cover the cost of an extended warranty since I can’t resell the car due to its ongoing problems, but they refused to honor my request.

  Business Response

  Date: 04/15/2024

  As Mr. ***** states, on April 12, 2024, JLR Consumer Affairs advised him that his vehicle does not qualify for repurchase.  JLR stands by this decision. 

  Business Response

  Date: 04/25/2024

  JLR has declined the request for repurchase as well as the goodwill offer to pay for a third party extended warranty.  

  Customer Answer

  Date: 04/26/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  
  
  
  
  Regards,
  
  
  ***** *****

• Initial Complaint

  Date:03/11/2024

  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.

  Worst customer service experience I have ever received. I purchased my vehicle on 3/2 and have been attempting to register the app to be able to use the vehicles features since then. I spoke with 2 very helpful **************** agents, the rest have been awful. The last agent refused to connect me to a manager or escalate my issue. I'm considering returning the vehicle and going back to *** if this doesn't get resolved.

  Business Response

  Date: 03/12/2024

  JLRNA will contact this customer shortly to discuss the concerns. 

• Initial Complaint

  Date:03/11/2024

  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 received our Jaguar IPACE on Feb 14, 2023. We had a juicebox high speed charger installed and the car would shut down charging within 2 minutes of being plugged in and say the car was fully charged. The car also shuts down the low speed charger that was included with the car for no reason. We worked with juicebox, had another charger sent out and they could not get it to charge and that it appears to be the car. We took the car to Jaguar to get it fixed and they said it worked fine on their charger and there is nothing wrong. They said chargepoint chargers are the approved chargers and we should get one and they would fix any problems. We got a charge point charger, it did not work and charge point sent out a new charger that would not work. They said it was something wrong with the car. We had commonwealt ****** the electric utility out and they check everything 3 different times and said the norms for electricity is 240- 254 volts and that it appear the car does not allow anything over 243 volts, which is rare. We filed a lemon law complaint with Jaguar on Dec 26, 2023 and heard nothing after touching base every couple of weeks. The person handling the complaint said we should have heard something from Jaguar and she did not know why they were not contacting us. Then after 2 months she said there was a recall that we had to have done and that would fix our problem and she closed the case, eventhough we asked her not to. We took it in for the recall work and the dealership said that update was in July. They said it works there and we took it home and it still does not work. They said we may need to install some type of voltage regulator, but did not know specifics. It appears from the web charging issues are a common issue with this car and Jaguar is not admitting to it. The utility company believes the car is made to work in Europe and not properly designed for the US. We would just like our money back.

  Business Response

  Date: 03/12/2024

  JLRNA will contact this customer shortly to discuss the concerns.