Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/27/2023

  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.

  While parked, my 2020 Land Rover Discovery was damaged when another car broad sided the front passenger door and then left without note etc. (hit and run). I took the car to my Land Rover Dealer's body shop and the said it would take 5 to 7 workdays to repair the car. However, they needed a new door shell to proceed with the repair. It took Land Rover weeks to send the shop the part, and because of this, it took 41 days to repair the car. My rental car insurance would only cover 30 days for the rental car and I had to pay out-oi think it is out-of-pocket for the remaining **************************************** over $600. I asked Land Rover to reimburse me, but they refuse despite the fact they caused the delay. Please see details below. Thank you - *************************   Hello *************** ,This is ***** with Land Rover North America, your case manager. I hope this email will find you well. we receive your rental receipt and we appreciate your collaboration. I am emailing you about your rental reimbursement request case . To move forward the process can you please answer these question below : Date accepted at retailer: 5/18/23 Date vehicle returned: 6/27/23 Rental dates: 5/18/23 - 6/27/23 Outside Contribution towards rental insurance, RSA etc.: Zero Contribution amount/days: Insurance Contribution = $900 for 30 days - My Contribution = $669.38 for 11 days Total Days Down: 41 Days down due to JLR: 11 Reason for days down part delay, no loaner, other info showing JLR at fault etc.: Part Delay Docs received/attached RO's, Rental receipt, Part Order: You have a copy of the rental receipt, and the part number is: LR080195. Accident related Y/N: Y, car was parked in a parking lot, and someone backed into it and then took off.Thank you,************************* Yours sincerely,***** Kake **************************** T: **************,OPTION 9, Ext. [1310072]F: ************ E: ******************************************************* Jaguar Land Rover North

• Initial Complaint

  Date:08/10/2023

  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.

  To Whom it may concern, My name is ***************************** and I purchased Land Rover Discovery HSE from LR of ************ on April 30, 2022. I purchased this vehicle at ****** miles and as of today (8/10/2023) my LR have just ****** miles. I have experienced many issues with my vehicle appx ************************************************************************************************************* Manhattan and short distance away. My first appt for service at JLR was *** of 2022 with gear/engine problem. My vehicle experience a click sound similar to metal to metal from front on both sides of the wheel(or engine) and in addition, a bigger problem with a loud and thud sound from center of the engine below the gear shift of the car. At my first service, the technician could not find the problem and I was told to take the vehicle back home, drive around for a bit more and if sound escalate; I was told to return! Click sound from the front wheel and knocking sound from the center gear never went away, got more severe and more noticeable throughout the day. I made my 2nd appt and my vehicle was left for service for 30 days. I picked up my car hoping that LR technician had fixed the problem; it was not! Problem was not solve! Again, I made my 3rd appt, 4th appt, and final 5th appt in months to come and problem still persist . Land Rover technician had replace everything from control arm, changing the fluid, and even went as far as replacing transfer case and technician was unable to Pin Point the exact cause of the problem. I purchased this vehicle as a CPO (certified pre-owed) and according to the Land Rover of North America. This vehicle must meet and exceed the 156 points inspection; and in this case my vehicle was not and dissatisfied with the vehicle and wished LR to replace my car. I have all documents and original purchase agreement to support my claim. I have been in contact with LR customer relation for over 30 days and as of today, my case has not move forward.

• Initial Complaint

  Date:07/26/2023

  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.

  Im on a lease !! I have a 2023 defender ! My truck has been in the shop over 9 times and Ive only had it for 8 months ! I just picked it up from the shop Saturday July 22nd and it started messing up again ! July 23 im waiting on the tow truck to pick it up now! This has been the worse experience of my life and the so inconvenience! At this point I dont know what to do !!!

  Business Response

  Date: 08/16/2023

  Jaguar Land Rover **************************** is handling the case.

• Initial Complaint

  Date:06/22/2023

  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.

  On May 5, 2023, my vehicle had informed me to go over a certain mileage for a certain amount of time to self clean its filter. I ended up doing so and went over the allotted time and went home. Next day Im cleaning my vehicle at the car wash I leave the car wash, and I start hearing a humming noise. I immediately turned off my vehicle and restarted and went to block up and the vehicle was still making that noise I decided to get the car towed to the range rover dealership in ***********, ********, once the vehicle was inspected, I was told that the turbo had failed and that oil had reached into the diesel particulate filter also known as the *** I explain to the advisor that I was very confused as to why this happened and I was told that they dont know but theyve heard of this issue before my warranty ended up covering the the failed turbo, but the *** was not. I ended up doing some research and found out that there was a class action lawsuit that was overall going on regarding the *** and turbo failures in diesel vehicles I had reached out to corporate in corporate decided to do 30% but I am not in agreement with this since it is a known lawsuit that the manufacturer knew about the functionality of the ***. I have been waiting for a decision for quite some time in regards to re-analyzing the percentage that should overall be taken care of in good faith range rover has overall failed me in this, especially if they knew about a faulty part on their diesel range, rover vehicles range rover is trying to charge a arm and a leg for something that only takes an hour to put on and upon talking to other services, they are charging 80% higher than the allotted time that is needed to put on this part the part cost about $3000. The service for one hour labor is ****. I am not in agreement with paying that amount. It has been a rip off. It has been a childs play situation. the turbo has since been fixed last week but they are wanting the loaner back regardless of making

• Initial Complaint

  Date:06/17/2023

  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 writing to you as a loyal customer of ********************** Land **********************, expressing my deep concern and seeking urgent assistance regarding a faulty vehicle I recently purchased. I kindly request your prompt attention and cooperation in resolving this matter.On Feb 22, 2023, I had the pleasure of acquiring a New Range Rover Sport from your esteemed dealership. As a loyal customer who has previously experienced the exceptional quality and performance of Jaguar Land Rover vehicles, I was excited about this new addition to ************* collection. However, to my dismay, I have encountered persistent issues with the vehicle, which have hindered my ability to enjoy it fully.Following the discovery of these problems, I immediately contacted your authorized service center and entrusted them with the task of diagnosing and rectifying the issues. Regrettably, it has now been 38 days since the vehicle has been in their possession, and the problems remain unresolved. Despite their efforts, the service center has been unable to provide a satisfactory solution, leaving me with a sense of frustration and disappointment.Furthermore, I would like to express my disappointment with the service center's inability to provide me with a loaner car during the extended periods when my vehicle was being serviced. This lack of alternative transportation has caused significant inconvenience and disruption to my daily life and work commitments

• Initial Complaint

  Date:06/08/2023

  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 LEMON- 2018 Jaguar F PACE- DIESEL ENGINE. AT 4 YEARS 167, 000 KM MY ENGINE JUST DIED! WE HAVE SPENT APPRO 20 K IN MAINTENANCE AND REPAIRS OVER THE ****** MY ENGINE (DIESEL) THAT IS SUPPOSED TO RUN AND RUN DIED AT 167KM. I WAS QUOTED $28,000 FROM JAGUAR DEALERSHIP TO REPAIR THIS. HOW IS THIS MY FAULT? HOW ARE THEY NOT STANDING BEHIND THEIR PRODUCTS. THIS VEHICLE IS ONLY USED TO GET TO AND FROM WORK. PLEASE CONTACT ME ABOUT THIS. I DO NOT RECOMMEND JAGUAR TO ANYONE!!

• Initial Complaint

  Date:05/30/2023

  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.

  We leased a car from Land Rover aside from the car starting to smoke under the hood within the first week while the plastic wrap was still on (and not even being offered a rental in the time they took to fix it Im still in shock about that) a couple of weeks later we were hit in a car accident by a young man under the influences. The car was taken in and was kept for almost SIX months in service claiming that they are waiting on a certain part. Our insurance only covered the first 30 days of a rental initially. Land Rover refused to lemon the car and we were forced to pay for a rental out of pocket which accumulated very fast at 100$ min a day (a personal discounted price mind you)seeing as we are a large family and needed a 7 seater. We spoke to the reps on their end and they promised us and said not to worry that once the car is back we can prove that we paid what we paid and since the fault is theirs since no part from the manufacturer was available in a reasonable time, they will later reimburse **. When all was said and done and after a continuous chase and endless phone calls for weeks without being able to conveniently reach the right person in their company someone finally came back to me with a settlement of only 3k. Which is not even a quarter of what we paid out of pocket (almost 18k) we are horrified by their first off, horrible car manufacturing as from day one weve had endless issues with this brand new car and now this irresponsible way of operating. This is supposed to be a luxury brand of cars lord knows the monthly lease is brutal but the service is horrific and we Demand our money back as you refused to lemon it and made us wait such a long time which in turn was an even greater loss financially for us after already enduring such a hard accident.

• Initial Complaint

  Date:05/21/2023

  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.

  May 20th 2023 we took our 2019 Range Rover sport in for an oil change and a system upgrade. We were informed that the car was too out of date and our insurance has expired! I explained *** tried calling multiple times during Covid and no calls was answered or called back. He also said that it was our responsibility regardless of Covid-19. If we force a system upgrade there is a fee of $199 and a waiver to be signed. The waiver state during the course of force update on the car if anything happens,Range Rover will be deemed responsibility free at the amount of $5000 dollars. He also ironically informed ** that updating the system will not make the car any faster or prettier. Therefore its not necessary, Im truly disgusted at how the situation was handled and the way we were treated! If the car didnt cause any inconvenience to our daily life I can careless about the system upgrade. We have our 2 kids in the car and we will not risk the safety of my childrens. Due to COVIDs lockdown and social distancing our insurance time was cut back drastically, due to Covid special circumstances and lockdown.None of ** intended forCovid to happen. We choose and trusted Range Rover to protect our children, as its know for the stability and luxury comfort of the suv. Now I cant trust the vehicle and the performance when a safety hazard sign constantly pops out when we start the car. In order for me to use the car normally the hazard signI have to acknowledge it by pressing okay before driving the vehicle. Which I do not and will not agree too. The back right door cannot be opened from inside. The rear media system will go on and off glitching. I need this to be resolved as its causing a big inconvenience in our daily life and the safety of our children.

• Initial Complaint

  Date:05/18/2023

  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.

  Purchased my 2023 Range Rover Sport on 11/09/2023. On 3/25/23 I was almost involved in an accident due to a driver not being able to see me in a rain storm. I noticed the vehicle taillights and turn signals not functioning properly. I called to make an appointment and was told that they were a month out. I expressed that the issues was a safety concern and had almost caused an accident and could cause bodily harm to myself or other drivers. I was able to get an emergency appointment at ranger rover of ********. My vehicle has been in service since 04/19 and inoperable for almost 2 months. I paid $110,000.00 for a new vehicle that has been unusable and could have caused a severe accident. Since the car is not safe to drive the parts are still more than 30 days out I expect the vehicle to be bought back. I expect my down payment, payments and any fees to be paid by LRJ North America. The dealer has not parts and cannot expedite the repair.

• Initial Complaint

  Date:04/22/2023

  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.

  My Land Rover was stolen from my driveway on April 5th, 2023 and I required a copy of my lease from Land Rover, *********, ******* and I called them for over one week and emailed them and I have received excuses and different reasons why they cannot provide me with a copy.Without this document my insurance company cannot proceed with a settlement.Very disappointed with the service with both the financial Manager and Sales Rep.

  Business Response

  Date: 04/24/2023

  Jaguar Land Rover is in receipt of the complaint.  JLR **************************** will review.