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:02/26/2024

  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.

  At the beginning of February my electric Jaguar 2020 vehicle stopped charging. They deemed I had a battery control module issue and this issue would be $7000 to fix. (After weve fairly paid $1000 to have it assessed and a rental vehicle during this time). They refuse to cover this under the battery warranty (as they say its not the battery but the battery communication). This is fine, although we want Jaguar to pay for it instead. We have discovered Jaguar put a battery control module recall on some of their Jaguar ipace vehicles (but not ours). It sounds like the same issue as ours. Ive spoken to many associates as Ive called 2 to 3 times per week for 4 weeks and waited on hold for hours. Sent numerous emails (which are not being responded to anymore). Jaguar does not want to compensate this issue. Weve even asked if they would buy back the vehicle at fair market price as it has given us numerous issues. Steering wheel stopped working while driving 6 months ago, battery was apparently attempted to be fixed one year ago (when car was under full warranty). They also will not do that.

  Business Response

  Date: 02/27/2024

  JLR will contact **************** shortly to discuss her concerns. 

  Customer Answer

  Date: 03/05/2024

  
  Complaint: 21347720
  
  I am rejecting this response because: I have reached out to Jaguar through email on February 28th and March 1st as they did not reach out to me as they told you they would. I am still awaiting a response.

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

  Business Response

  Date: 03/12/2024

  Please be advised on March 6th, 2024, JLR sent an email to customer, declining assistance for the repairs.  

• Initial Complaint

  Date:02/17/2024

  Type:Order 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.

  Had three trim issues occur under factory warranty (fading of trim, degradation of headlights, broken window pillar trim post windshield replacement by JLR (paid 850 to repair)). Verbally notified dealership and during period waiting for appointment my factory warranty expired (July 2023). Note I have documentation trying to get an appointment. JLR rejected my requests. Focusing on my headlight degradation since I have documented pictures within the factory warranty period, JLR rejected my request They changed their reason 3 times as follows:-not covered under CPO warranty (have documentation)-degradation due to paint protective film application (have documentation that it was applied after degradation seen)-outside influences with no discrete reason. Given the clear documentation of occurring under factory warranty this is a breach of contract for the factory warranty. All documentation has been sent to the auto manufacturer through numerous channels.

  Business Response

  Date: 02/23/2024

  JLRNA will contact ******************** shortly to discuss his concerns. 

  Customer Answer

  Date: 02/29/2024

  
  Complaint: 21307568
  
  I am rejecting this response because I have not received correspondence as of 2/29/24. 
  
  
  
  Regards,
  
  *********************

  Business Response

  Date: 03/01/2024

  Apologies that ******************** has not been contacted yet by JLR.  Someone will be reaching out shortly.  ******************** has previously contacted JLR requesting assistance with repairs.  *** has declined his request because damage was due to outside influence and therefore not covered under any warranty. 

  Customer Answer

  Date: 03/01/2024

  
  Complaint: 21307568
  
  JLR has responded to the communication from the BBB but has refused to uphold their factory warranty. In their reply, JLR cited "outside influence" as the reason for my headlights' deterioration without providing a detailed explanation. When pressed for clarity on what constitutes an "outside influence" that could void the warranty, their explanation was:

  
  "Components naturally degrade over time due to environmental factors such as climate, road salt, and everyday wear and tear. JLR maintains stringent criteria for offering financial support to our clients, considering factors like the vehicle's age and customer loyalty to our retailers."

  
  However, the warranty (which takes into account vehicle age) should cover typical environmental wear and usage (it's worth mentioning that I reside in **********, where road salt is not an issue and the weather is relatively gentle). Additionally, the connection between retailer loyalty and the validity of a factory warranty is unclear to me.

  
  Therefore, I cannot accept their justification 
  Regards,
  
  *********************

  Business Response

  Date: 03/05/2024

  JLR's decision not to provide goodwill at this time stands. The dealer confirmed the issue was due to outside influence.  Also, the customer had applied wheel, paint and glass protective coating. This process can cause discoloration of the mirror, head lamp delamination and loose the A-pillar trim.  JLR considers this matter closed. 

• Initial Complaint

  Date:02/13/2024

  Type:Sales and Advertising 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.

  MY CAR RAINING IN THE INSIDE H*** NO LIKE WTH I HAVE NEVER HAD A CAR TO DO THIS EVER SOME ONE NEEDS TO CALL ME NOW

  Business Response

  Date: 02/14/2024

  JLR will directly contact ****************** shortly to discuss her concerns. 

• Initial Complaint

  Date:01/19/2024

  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.

  ****************** when arrived at dealer driven in. Turned into major leak (sabotage). **** broken drilled out incorrectly helicoil installed again incorrectly several tools broken due to ignorance/incompetsnce . mis diagnosis of another issue oil leak ( dealership just trying to make extra cash) . face of business Service Manager **** Something stated was normal to repair this way.

  Business Response

  Date: 02/05/2024

  Hi ******, 

  JLRNA will have a representative contact the customer. 

  Kind regards, 

  *****

   

• Initial Complaint

  Date:01/17/2024

  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 have filed a lemon law for my 2018 Range Rover in May of 2023. November 2023 my claim was approved for a buy back repurchase. It is now 2024 and I have been trying to contact Range Rover Consumer affairs agent but they never reply back. I would like to get this claim resolved.

  Business Response

  Date: 02/06/2024

  JLRNA is in the process of repurchasing the vehicle. We are awaiting checks from JLRNA's accounting department. Once received we can move forward with the surrender of the vehicle. 

  Customer Answer

  Date: 02/06/2024

  [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:01/16/2024

  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 are trying to charge me for a repair that did not fix my car. they put a used part on my car which caused damage to my transmission now they want me to pay. i never once authorized any repairs by this store. i simply authorized them to fix my car which they have not. ive been without my vehicle for a year now. im going to get an attorney. contact the BBB and attorney general. i want my car back in the original condition.

  Business Response

  Date: 02/02/2024

  Hello ******, 
  
  Jaguar Land Rover North America (JLRNA) will contact this customer shortly to discuss her concerns.
  
  Kind regards, 
  
  *****

• Initial Complaint

  Date:01/14/2024

  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.

  For three weeks, I have made several attempts to have my vehicle serviced under my CPO warranty. For some reason the warranty I purchased when I leased the vehicle isn’t showing in the Jaguar/Range Rover system, even though the dealership I purchased it from confirmed the warranty exists. My car is a 2020 Evoque. Rain water is leaking into my car through the windshield. I was told I need additional repairs covered by the warranty. I pay $540 a month for the vehicle. I should not have to experience this level of incompetence and poor customer service. I just spent $1200 for maintenance on the vehicle. I should have my vehicle repaired immediately and made whole for the amount of time I have taken in an attempt to resolve this issue: several phone calls per week, two emails, two Google reviews, showing up to one of the dealerships I deal with, calling the main customer service line in New Jersey.

  Business Response

  Date: 02/02/2024

  Hello ******* 

  Please be advised that **** ******* is on an unexpected extended leave of absence. 

  Jaguar Land Rover North America (JLRNA) will contact this customer shortly to discuss her concerns with the CPO warranty. 

  Kind regards, 

  Kathy

   

  Customer Answer

  Date: 02/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still receiving poor service from the New Rochelle dealership. please see below:

  Good afternoon *********
  
  
  I hope you are enjoying your weekend.I don’t expect you to be at work today, but I hope you open this email on Monday. I would like to have the contact information for the regional manager for the New Rochelle dealership to ask if they were contacted regarding my complaint. Earlier I left the dealership and to say I am disgusted is an understatement. Either their behavior was retaliation or complete incompetence. I will explain and l will let you be the judge. 
  
  
  I scheduled an appointment earlier this week to have repairs under the CPO warranty completed. I went there as scheduled, but they did not have any loaner vehicles and I could not keep the vehicle there overnight. They then rescheduled my appointment for this morning. I was there for approximately an hour waiting for them to conduct a comprehensive assessment of my vehicle, I’m assuming they did not do it in December when they were supposed to perform a multi-function inspection. Nonetheless, today I was told that I had to come back because they need to order control arms for the vehicle. I do not understand why they were not ordered when I scheduled the previous appointment this week. The control arms were the parts that uncovered the warranty issue. Now, I have to take time out of my schedule to return to the dealership, again, for them to replace the parts that should have been replaced in December. 
  
  
  To further add insult to injury, since I refused to pay to have my windshield to be replaced to stop water from leaking in, they thought it was a sufficient “band-aid” (their words, not mine) to put silver duct tape on the top of my windshield and tell me that was the **** they could do. I hope we can agree that driving around with a fairly new vehicle with duct tape on the windshield is unsightly and an indication of poor craftsmanship. 
  
  
  Lastly, approximately 20 minutes before I left (I know because I needed to be somewhere at 11:30am and I kept watching the time) I decided to use the gift certificate you gave me towards an electric mug. When the mug was brought to me I told them I had the certificate. I then showed the employee and he took a picture of it. Subsequently, he disappeared and I was not given the mug before I left. I was told the person was probably somewhere looking for it. 
  
  
  I truly hope you understand my frustration because treating any customer like this is unacceptable. 

  
  
  Regards,
  
  
  
  ***** ****

  Business Response

  Date: 02/09/2024

  JLRNA has reviewed Ms. ****'s case and we have advised her that the non-covered repairs
  are up to her judgement as far as authorization. JLRNA will provide a $500 Owner
  Loyalty Certificate (OLC), as a goodwill gesture.
  Please note that JLR previously provided $500 in an OLC, for a total amount of $1,000.   

  Please see below list of issues: 

  -Vehicle needs suspension control arms which are covered by
  CPO warranty if issue is not due to outside influence.
  -Vehicle needs a windshield replaced due to leak. This is not covered under CPO warranty.  Retailer advised customer to
  contact her insurance company as they would cover this repair.  
  -Passenger side mirror damaged.  Retailer has advised that damage is due to outside influence and therefore not covered under the CPO warranty.

  JLR considers this matter to be closed. 

   

   

• Initial Complaint

  Date:01/12/2024

  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 purchased a new 2023 Jaguar FPace in Dec 2023 with vin ***************** and the car is now in the shop again with the same issues for the 3rd time for the car stalling, not restarting, dead in the road and locked out as well as cant open the trunk. The car was just in the shop for 10 days and had the ** updated again, after being removed, new battery and hours later it would not start and I was locked out in the cold for about 15 minutes. I received an error on the app and the car was powerless with a single orange light, The car was taken back again Tuesday and is still in the shop. This is a safety issue and has not improved. I called Jaguar and they were not helpful and told me to get a lawyer. I want a refund of the purchase price so I can get a safe car. Please note the dealership keeps removing Software and replacing modules and the glitches are intermittent and you just dont know when the car will die at a light or wont restart when you are out. I am afrraid to drive it as dont know if it will restart. I sent multiple pictures of the alerts and errors and they do not know what it means or how to fix it.This is very unsafe as dies in the middle of the road and the cars and trunk wont open. Very scary, The dealer is kind but this is beyond their ability as appears to be defective ** and the car keeps rebooting and trying to reinstall software constantly and when this is happening the car is dead with no power anywhere, like a brick.

  Business Response

  Date: 02/05/2024

  Hello ******, 

  JLRNA will have a representatvie contact the cusotmer. 

  Kind regards, 

  *****

   

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I took my Jaguar XK 2007 about ****** miles on it to the Jaguar dealer located **********, ** sometime in Feb 2023; because my FOB key would not start the car so I inserted it into the console and it started and I drove my car to the the Jaguar dealer to repair FOB Key. 5-6 months later my car had not been even looked at. I then picked up my car brought it home and had a locksmith who specializes in FOB key repairs and he determine that my FOB key was working and said most likely it was the cars antenna for FOB Key connection that was not working. The time duration from when I picked up my car from Jaguar and returned it after locksmith determined problem most likely was the cars antenna was about 3 weeks. Since I returned my car again to the Jaguar dealer it has been another 5 months and it will be 1 year next month that they have had my car for service. I advised the Jaguar dealer what the locksmith said. At this point I have been paying taxes, insurance, and incurred depreciated of my car which now needs all seals to be replaced since the car has only been started once in almost 12 months. I want the jaguar dealer to pay me now for my car a reasonable amount I do not want it back. I asked them twice to just buy my car since they have held it for almost a year and the service manager did not reply. Thanks for any of your help!!

• Initial Complaint

  Date:01/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I own a 2017 2.0L engine Land Rover Discovery Sport. I have only owned it for less than two years. I only have 71,000 miles on the vehicle. The vehicle, without warning, wouldn't start. I had it towed to a AAA mechanic who did a diagnostic check on it. The camshaft/crankshaft is bad. Land Rover does not allow you to just replace the camshaft on the year of the engine in the car I owe. They are stating I would have to replace the ENTIRE engine. Land Rover will not allow you to just purchase a new camshaft. You have to replace the engine. An engine is more than the car is worth.
  This is ridiculous.