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:12/28/2023

  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 am making a formal complaint about my 2016 Land Rover LR4, VIN ******************  I found out that vehicles from 2013-2017 and beyond were equipped with faulty plastic outlet pipes and risks engine damage and failures. This pipe was because of a design flaw that Land Rover was aware of. The plastic coolant pipe will leak and break at the seam in the pipe as it is not strong enough to withstand the heat and pressure. The Land Rover vehicle owners will see low coolant and engine warning lights when the plastic outlet pipes leak coolant. In this case the Land Rover LR4 suffered engine failure and left me on the side of the highway and will cost tens of thousands of dollars to repair. The initial cost was $4,228.54 to fix the coolant pipe but was then told that 2 of my cylinders were bad and that I will need a new engine. What makes this problematic is that Land Rover North America and the dealership knew about the outlet pipe problems that caused coolant leaks. This pipe was reengineered to eliminate the seam in the pipe and then reengineered it again from plastic to metal. The bottom line is that Land Rover makes more profit by concealing the outlet pipe problems to avoid paying for engine repairs, replacements, and recalls. Land Rover put out a Technical Bulletin, JTB00566NAS4 - Coolant Leak From The Engine Compartment on 23 May 2018 with the same exact problem but it was for the Jaguar vehicle and not any of the Land Rover Vehicles even though it was the exact same problem. The technical bulletin states that an 'engine overheat' message may be displayed on the Instrument Cluster and that coolant may be leaking from engine compartment area. This may be caused by weakness in the plastic weld process of the coolant pipes. It states that the coolant pipe along with other parts need to be replaced. Land Rover knew about this issue with the Jaguar but did not put out any technical bulletins for the Land Rover even though it was the exact same issue.

• Initial Complaint

  Date:12/18/2023

  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 purchased a 2020 Jaguar I-PACE new in February 2020. It currently has under ****** miles and is under the original new vehicle warranty.Most ************** Issue:- August 13, 2023: Returned from trip, car completely dead in airport parking garage. Took Uber home. - August 14: Gained entry to car. Spent hours dealing with 4 different towing companies sent by Jaguar Land Rover (JLR) Roadside Assistance. Car towed to dealer at 9 pm. - August 18: After replacing 12V batteries, dealer diagnosed issue with battery charge control module and charge port. - August 29: Dealer ETA on parts September 17. - September 22: Dealer ETA on parts October 15 - October 3: Dealer Unable to update ETA - December 13: Vehicle repaired after part finally arrived.Total time car at dealer: 4 full months, during which no loaner car provided. Prior Service Issue:- April 28, 2023: Dropped car off with dealer because car failed to charge on Level 2 charger. - May 12: Informed that battery charge control module was bad and waiting on part, ETA one week. Picked up car to drive while waiting on part. - May 31: Dealer ETA on part June 29. - July 5: Drop car back off for repair. - July 6: Repair complete.Time car would not charge from a Level 2 charger: 10 weeks; time car was at dealer awaiting repairs: 2.5 weeks; total time over 3 months Request for compensation: My car was either crippled (no Level 2 home charging) or non-operable due to the same part issue for over 7 months, more than half of ****. A rough calculation of depreciation/holding costs on car is $800/month x 7.5 months = $6000. Given that car is under JLR original new car warranty, and significant loss of use of car for such a long time for same issue, I am requesting compensation for loss of use of the car / diminution of value of $6000 (approx $800/month). The issues with my I-PACE represent a simple and clear claim against JLR under the ******** **** Warranty Act which I am prepared to pursue.

• Initial Complaint

  Date:12/11/2023

  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.

  COOLANT LEVEL LOW I have been driving my Range Rover Velar 2020 from past 3 Years and have the issue of COOLANT LEVEL LOW every 3 months since the time I lease the car and always went to the service center with little or no help in Fixing this issue. They just top up the coolant and never fixed it!! It's really heartbreaking to see this in new car as am unable to go Long drive for long hours due to this issue.I need urgent support on this and get my car fixed ASAP!Dear Jaguar Land Rover ***************** I am writing to express my deep disappointment and concern regarding the recent repairs conducted on my Range Rover Velar for COOLANT LEVEL LOW. The vehicle was serviced by your esteemed company to address critical concerns, particularly related to the engine's functionality and the risk of potential fire hazards and stalling.Regrettably, the same issues that were supposedly rectified during the service have resurfaced within a mere 60 days following the repair. This recurrence from past 3-years not only poses a serious safety risk but also raises questions about the efficacy of the initial repair work carried out by your technicians. What exacerbates this situation is the expectation for me to bear the financial responsibility for repairs that were explicitly guaranteed to be resolved by your team. As a customer who trusts in the quality of services provided by Jaguar Land Rover, this experience has been not only inconvenient but also distressing. I request a comprehensive review and reevaluation of the situation. Given that the initial repairs failed to rectify the issues as promised, I am compelled to seek a resolution that does not place undue financial burden on me for a recurrence that should have been addressed in the initial service.As a loyal customer, I trust that Land ********************** takes pride in ensuring the safety and satisfaction of its clientele. Please contact me at your earliest convenience to discuss a satisfactory resolution to this pressing issue.

• Initial Complaint

  Date:12/10/2023

  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.

  Thur 12/7/2023 about 9:00 am I left my house in ******* ** and was on my way to ***** for work driving on the ***********. Before reaching the exit to *** I 2018 Range Rover Sport lost total power on the highway. I was so scared of getting hit by oncoming vehicle I jumped and went to the soft soft. The *** PD then came, looked up how to put the car N and pushed me out the hwy. The car was then towed the ** ***** *********************** Jaguar and Land Rover dealer. The service rep. told me it was the battery and I refuted it and the battery wouul cost $700 and diagnostic $600. The battery was changed and no change. I went home that day leaving vehicle behind. Next day about 3:00pm he called and said problem was found which was related a Ground Stud. I went in and paid the $1,375 cost including the battery although mine was good. I then decided to look up the issue on line and found out that there was a manufacturer recall 2019-2020 recall for the Land Rover Discovery but not mine although they are similar. I am requesting the Land Rover provide me a refund for problem and fear that I have been through as it was there fault. Thank you.

• Initial Complaint

  Date:12/06/2023

  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.

  Waiting on repair parts. Was told 45 days. Its going on 5 months. I cant get thru to any one at headquarters. They actually dont have a working number at the U.S. headquarters. This is disgusting the way Im being treated. Company just doesnt care and I still dont have my car. I have communication backing up my claims.

  Business Response

  Date: 12/06/2023

  CUSTOMER SUPPORT  FOR CUSTOMER SERVICES CALL: ******************** - **************** OPTION NUMBER 9 LAND ROVER - 1-800-FIND 4WD.

• Initial Complaint

  Date:11/30/2023

  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.

  Good afternoon sir or madam, I hope this message finds you well and was hoping I can bring attention to an issue I am having in regards to a Jaguar-Pace we own. I was alerted "traction battery fault detected." I took my car to the dealership (*******, ** location) and was advised I should be cautious charging the vehicle while a TA case is reviewed for further direction. Of note, battery of the electric vehicle is still under warranty. It's been two weeks and I have no answer and was not offered a loaner until my car was deemed safe to operate. Was told by one of the service reps that loaners are only given to owners who purchased a car from their specific dealership. The reality is, we cannot babysit a car being charged and in the event it catches fire, being cautious was irrelevant if the increased risk of fire was already known. Please advise at your earliest as I'd like to resolve this at the lowest level. For your reference, the vin# is ***************** Very respectfully,***********************

• Initial Complaint

  Date:11/13/2023

  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.

  Dear Jaguar Land Rover Customer Service,I am writing to express my deep disappointment and concern regarding the recent repairs conducted on my Range Rover Velar with case #Case **********. The vehicle was serviced by your esteemed company to address critical safety concerns, particularly related to the engine's functionality and the risk of potential fire hazards and stalling.Regrettably, the same issues that were supposedly rectified during the service have resurfaced within a mere 60 days following the repair. This recurrence not only poses a serious safety risk but also raises questions about the efficacy of the initial repair work carried out by your technicians.What exacerbates this situation is the expectation for me to bear the financial responsibility for repairs that were explicitly guaranteed to be resolved by your team. As a customer who trusts in the quality of services provided by Jaguar Land Rover, this experience has been not only inconvenient but also distressing.I respectfully request a comprehensive review and reevaluation of the situation. Given that the initial repairs failed to rectify the issues as promised, I am compelled to seek a resolution that does not place undue financial burden on me for a recurrence that should have been addressed in the initial service.I am open to discussing potential solutions and would greatly appreciate your immediate attention to this matter. As a loyal customer, I trust that ********************** Land ********************** takes pride in ensuring the safety and satisfaction of its clientele.Please contact me at your earliest convenience to discuss a satisfactory resolution to this pressing issue. I can be reached at ********************* Thank you for your prompt attention to this matter. I look forward to a swift and amicable resolution.Sincerely,*****************************

  Business Response

  Date: 11/15/2023

  Our offices will contact the customer and advise that the vehicle be brought to an authorized retailer if the vehicle is not already there.  We will review the reason for a subsequent repair and will work with the retailer and customer to achieve an amicable resolution.

• Initial Complaint

  Date:10/27/2023

  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 purchased a 2020 Jaguar F Pace which is currently having engine issues as of October 2023. I took the vehicle in for service and was told it would be covered by warranty. I was asked to provide receipts for service on the vehicle at ****** miles increments. In which I was able to provide oil changes at ****** miles, ****** miles and ****** miles. I have since been waiting for approval and have not gotten any response for 2 weeks. Today, 10/27 I am now being asked for more receipts in which i am unable to find. However this vehicle has been serviced properly. Jaguar is refusing to fix the vehicle even after being provided what is being asked. It appears the requirements are changing as we get closer to approval.

• Initial Complaint

  Date:10/18/2023

  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.

  Leased a new 2022 Land Rover Discovery on November 10, 2021. The 2nd day after receiving the vehicle, the right rear brake light went out. I took the car into the service department and they said we should have the part in 2 weeks. It has now been almost 2 years. We have been told they don't have the part and we should keep driving the car without a brake light. My wife and two toddlers use this vehicle. It is not safe for them to not have a brake light. Land Rover's corporate customer service informed me there is nothing they can do. We can either take the car into the service department and have loaner vehicle or they can give me $45/day credit towards a rental car. The $45/day credit doesn't cover my lease payment per day cost nor does it cover the actual cost of a rental car. I am also told that small parts don't qualify for lemon law/car buy back. We have no options except to keep driving an unsafe vehicle due to Land Rover's policies. Additionally we have had multiple engine coolant issues and our windshield needs to be replaced but that part is also on backorder.

• Initial Complaint

  Date:10/05/2023

  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.

  We have a 2022 Land Rover Range Rover SE LWB with around 17,000 miles. The vehicle is under the manufactures warranty & the first service is due at 21,000 miles. At 15,000 miles the brake warning light came on. At around 17,000 miles we scheduled an appointment with the dealership to have it looked at & to get the first service performed prematurely. They called us & told us we needed only rear brakes for $2000 on our new vehicle that hasn't even had its first oil change yet. The rear brakes were worn 70% & the front brakes were only worn 10%. We requested they diagnose & repair why only the rear brakes would be prematurely wearing at 15,000 miles as they are not supposed to wear that fast. There isnt anything a driver (my wife) could have done to wear out only the rear brakes. The dealership told us they have seen this on 4 other vehicles the same as ours however there isn't enough of them out there to determine if this is a known issue yet.
  
  They have not diagnosed the problem or repaired the braking system which is under the manufactures warranty. We do understand that tires, brakes & consumable items are replaced at the consumers cost however something is wrong with the braking system to cause only the rear brakes to wear out in only 15,000 miles (when the light first came on). We need the underlying issue resolved with the braking system so that the rear brakes are not wearing out at this accelerated rate.