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:04/18/2023

  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.

  I am writing to express my deep dissatisfaction and disappointment with the consistent *** faulty brake system in my 2020 Range Rover Evoque. Despite numerous attempts to resolve the issue through my local dealership (Momentum Land Rover - Southwest: General Manager: *******************; ******************************* the problem persisted throughout the duration of my lease term.As you are aware, the *** faulty brake system is a serious safety issue that can cause the vehicle to lose control and potentially result in a severe accident. I experienced several incidents where the brakes failed to engage properly, and I feared for my safety every time I got behind the wheel.Although I attempted to resolve the issue with my dealership, no satisfactory solution was found. As a result, I made the difficult decision to return the vehicle on Apri 17, 2023; which was the end of my lease term.Despite multiple attempts to resolve the issue with the dealership staff, including the general manager, I found that they were unresponsive and failed to provide adequate solutions to the problem. At times, they even appeared dismissive and uninterested in addressing my concerns.Furthermore, when I reached out to the Land Rover *** corporate office for assistance, I found that there was no consistency in the responses I received. I was bounced around between different representatives and had to reiterate my concerns multiple times, which was frustrating and time-consuming.I believe that as a customer, I deserved better treatment from both the dealership and the corporate office. The faulty brake system was a serious safety issue, and I expected a prompt and professional response to my concerns.The lack of professionalism and consistency has left me feeling dissatisfied and disappointed with my overall experience with Land Rover.However, I believe that as a lessee, I was entitled to a safe and reliable vehicle during the entirety of my lease term. The consistent *** faulty brake system was a significant breach of this agreement and caused me undue stress and inconvenience.Therefore, I am demanding that Land Rover *** take responsibility for this issue and provide me with appropriate recourse. This includes but is not limited to:1. Refunding all payments made towards the lease of the 2020 Range Rover Evoque.2. Covering any costs associated with the replacement of the faulty *** brake system.3. Offering a satisfactory compensation package to acknowledge the inconvenience and stress caused by this issue.I hope that you will take this issue seriously and take steps to ensure that future customers do not face similar issues.I look forward to hearing from you soon and hope that we can work together to resolve this matter quickly and amicably.

  Business Response

  Date: 05/01/2023

  Your message has been forwarded to Jaguar Land Rover's **************************** for review.  A specialist will review your concerns.

• Initial Complaint

  Date:04/17/2023

  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.

  10/4/22 - 2018 Range Rover velar was towed into Landrover ********* ** due to leak and noise coming from under vehicle. Most of the repairs were covered under warranty/CPO warranty with the exception of a Rim. The repairs for this service was complete mid December and upon inspection they found the car wasn't shifting properly. They've replaced major parts; front deferential, transmission, driveshaft, catalytic converter and starter and more (see attached service repairs) & the car is still having issues. I was given the roundabout many times, they assigned a Technical Engineer to the service in December 2023 and then again in February 2023 and they couldn't figure out why the car was still having issues. As of today 4/17/2023 the car is still in the shop, they are now telling me that they think its the front deferential, need to be replaced again and they are not able to tell me how long that will take to repair and cant guarantee it will be the final repair. I called Landrover Corp, filed a case and they were not much help with getting updates or improvements on car repair. My car has been in the shop for almost 6 months, i dont have an ETA as to when i will have my car back, its had repairs on several major parts, they have another serive repair open and they cant provide me with a copy of it until is closed out. This is car is defective and asking for a refund.

  Business Response

  Date: 04/28/2023

  Jaguar Land Rover **************************** has an open case with the customer.  

  Customer Answer

  Date: 05/09/2023

  
  Complaint: 19945835
  
  I am rejecting this response because:
  
  

  On May 8th 2023 I picked up my 2018 Range Rover Velar from ********* Land Rover after it being in their service shop for 6 months for major service repairs. Upon driving the vehicle home which is over an hour drive i noticed the car does not drive well, i do not feel driving this vehicle.  Please re-open this claim and proceed with refund.  

  
  

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

• Initial Complaint

  Date:04/16/2023

  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.

  I purchased/leased a new Range Rover Sport 2023 (RRS2023) from Landrover of *********** dealership on 12/15/22. I paid a $14,500 deposit and leased the remainder of the price of the vehicle. Throughout January i started to notice a rattling sound, coming from the window on the drivers and passengers side. I took the car in to be checked on Feb 13th 2023. Teh technicians made come in a number of times over the course of 3 weeks to drive the vehicle and identify the sounds with them. The technician, service manager and The person who oversees all servicing agreed that they could hear the rattling. They tried to fix the vehicle but could not. They diagnosed the problem as the windows coming off the rubber trim as the vehicle lexes during driving and causing the rattling sound. I was told to contact the Jaguar Landrover North America customer services. I filed a complaint with the manufacturer and asked for them to repurchase the vehicle back since the technician at Landorver *********** could not fix the rattling. They have since come back and denied repurchasing the vehicle. They have suggested a i return it to the dealer - who says they cannot fix it. So i am left with a brand new vehicle that rattles - which is an unsafe distraction while driving. The rattling has continued to get worse and louder.

  Business Response

  Date: 04/17/2023

  Your complaint has been received and is currently under review.  Any further response, if warranted will come from Jaguar Land Rover's Customer Relationship Centre.  

• Initial Complaint

  Date:04/12/2023

  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.

  I purchased a Jaguar back in December 2017. The turbo and engine was replaced in October 2020. Their office never told me that there was a buy back option at the time. The vehicle has been in more times than I can recall. My vehicle has been in the shop for two months currently, The dealership said it was the turbo. Jaguar offered to pay 50% of the cost. I have literally called the dealership and Jaguar over atleast a ************************************ and said the engine needs to be replaced. This would be the third engine in 6 years and the third turbo. This car is a lemon and Jaguar does not want to take responsibility.

  Business Response

  Date: 04/24/2023

  Received and under review by Jaguar Land Rover Customer Relationship Centre.

• Initial Complaint

  Date:04/12/2023

  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.

  I own a 2016 Range Rover Sport Diesel that Ive owned since 2017. For the most part its a great vehicle, very reliable and I love the car. However, recently Ive been getting an error message that states Incorrect Quality of DEF being detected and vehicle will not restart after 240 miles (may not be exact words). This has occurred multiple times and the service provider, British 4x4 in sparks ****** has flushed DEF system, cleared codes and updated software but its happening more frequently and needs a long term fix. There were 4 other Range Rover Diesel vehicles in their shop at the same time with the exact same issue and the owner has told me there are several other vehicles experiencing the same issues with the DEF system. The fix is $3200 (catalytic converter, labor, parts etc.) and my car is of course out of warranty. In addition, the repair shop has spent many hours diagnosing the problem and trying several fixes before they were able to figure out the issue and repair solutions.Given the widespread nature of the problem this seems more like a design flaw or software failure that should not be placed on the owner. Land Rover needs to come up with a fix rather than discontinuing to sell diesel cars in the U.S. market. I understand routine wear and tear and am willing to pay for issues associated with an older vehicle, but this goes beyond that. Im going to pursue additional action with U.S. EPA and the U.S. and California consumer affairs agencies. Id appreciate a response to this letter and to the issue with respect to the DEF system and long-term issues. Thank you for your attention.

  Business Response

  Date: 04/24/2023

  Complaint received.  Jaguar Land Rover **************************** will review customer concerns.

• Initial Complaint

  Date:04/11/2023

  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.

  I purchased a 4 year old 18' Jaguar F-Pace S at the end of 2022 and suffered a catastrophic engine failure due to the failure of the infamous Y-Pipe that has left many owners wondering WHY Jaguar would allow a part of this low quality to be made despite failure after failure. It is underneath the supercharger which is very expensive to access and is not a regularly schedule maintenance item. The part was updated by Jaguar without issuing a recall, knowing the kind of loss their customers would suffer as a result of failing to upgrade.Despite Jaguar helping many customers in the past with the same issue I'm being denied any assistance because I'm no longer under the factory warranty. I expect Jaguar to stand up for their products regardless of any warranty and have some shame that a 4 year old vehicle ends up in this condition without any warning or chance to resolve. I suppose the disposable vehicles made these days are considered to be too old after just 4 years to be considered worthy of any support or durability in craftsmanship.Worse yet was discovering just how fragile these engines are in their design, they almost intentionally cannot withstand any overheating like a normal engine can. It just fails instantly and completely despite its "performance" ability. Over **** engines have been sold for Jaguars from 2010-2021 because of the flawed design of these engines. I sincerely regret purchasing this car and knowing this and I do not wish to even repair it only to have the same flawed parts all over again.I am now facing a repair bill over $15k and have lost everything in this purchase as my aftermarket warranty unsurprisingly refuses to cover coolant pipes. Jaguar was nice with their words but their actions fell completely short. I was told I was denied for just vague internal reasons with no real explanation. I will never buy a JLM vehicle again for as long as I live and will be taking legal or class action for all the other victims of this negligence.

  Business Response

  Date: 04/24/2023

  Jaguar Land Rover **************************** has been forwarded the consumer comments for review.

  Customer Answer

  Date: 04/24/2023

  
  Complaint: 19924291
  
  I am rejecting this response because:
  
  It does not require a response and is just an acknowledgement that my complaint has been received and seems like a way to get my complaint closed prematurely.
  
  Regards,
  
  ***********************************

• Initial Complaint

  Date:04/06/2023

  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.

  I want to complain about both ************************* Jaguar ****** ********************************************************************************* and Jaguar *************** New ********.The first time, I brought my 2018 Jaguar F-type to replace the LED day running light at ************************* Jaguar ****** *************** My low beams are working fine. After they did the job. I drove it during night-time, and I found out the driver-side low beams are too low on the ground. I was not able to see anything. So second time, I called them again to adjust back to the factory setting. After the second time, I picked it up again it still was too low, I have to turn on the high beams to be able to see the road during the nighttime. I live an hour away, I was frustrated and I brought it to a different Jaguar service to have them adjust it.(Jaguar ******* **)When I went to Jaguar Bedford, they were trying to adjust it for me, but the service advisor told me that because the adjustor (screw)on the driver's side headlamp was striped, they won't be able to adjust it. And I have to go back to whoever worked on it before to claim the warranty to replace the whole headlamp assembly. So, I went back to ************************* Jaguar ****** *************** and they told me because I was brought to a different Jaguar service center they won't be able to help me to claim the warranty. Because they don't know who's one damage my headlamp. So I am getting no way now, I decided to contact you to get some help. I should not be responsible for the damage either dealer did to my car.My car is still under warranty, and both of them don't want to take responsibility to help me. Please help me replace my headlamp assembly.

  Business Response

  Date: 04/17/2023

  Your message has been sent to Jaguar Land Rover's **************************** for review.  

• Initial Complaint

  Date:03/30/2023

  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.

  I am writing this letter as an owner of a 2018 Land Rover Range Rover Velar and a concerned patron of Land Rover *** COMMITMENT TO SAFETY AND SERVICE as I am preparing to make another payment on a car that is currently in the service center in *******, ** for a seized engine. I feel it is necessary to provide your company with feedback regarding my experience and the customer service I was provided when contacting your consumer complaint department. I experienced a very untimely, unsafe, and life-endangering incident while operating my 2018 velarcustomer ********************* When I contacted the goodwill team, I received the following case number: **********. I have been advised that the 60%/40% agreement was the only thing that will be done in this case. However, the bigger picture of the SAFETY OF THIS CAR BEING PUT BACK ON THE **** IS THE BIGGER ISSUE. Clearly, the agreement to pay is a submission on the companys behalf that you indeed agree that something faulty has occurred with your vehicle. I have expressed my disappointment with how this is being handled and my concern for my and my childs safety once the car is repaired. Range Rover engine will fail with no explanation is unexpectable. Range Rover strives to treat customers like family and with an emphasis on customer value. However, based on my experience, I can honestly state that I do not feel this is true. In closing and Unbeknownst to you is the frightening reality that the first time the above-referenced engine failure happened was during rush hour on the Highway of ******** busiest highways. Absent any clear diagnosis and absolute insurance from Land Rover technicians that an engine replacement will one hundred percent resolve the actual problem is beyond troubling. Solely because that indicates that this vehicle, even with a new engine, could potentially shut down again on the same highway or another resulting in injury or loss of life as a result.

  Business Response

  Date: 04/19/2023

  The complaint has been forwarded to Jaguar Land Rover's **************************** for review and response.

• Initial Complaint

  Date:03/23/2023

  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 Car from Land Rover ************************* on 10/29. When I purchased the Vehicle one of the disclosed fact was that it had an issue with the Radio that lead them to a water leak. The Sealed the Windshield and Replaced the *** for the radio. In December of 2022 My radio was having issues. I called the Dealership and they said I could take it to my Local Dealership in VA. ********* stopped working completely and In January 2023 I tried to take it to the Dealership but the only appointment was 02/23/2023 - I was told this was the best that they could do because they were so Busy. The identified that the Same issue had occurred again but could not proceed until I got the paper work from the dealership where the car was purchased because they were owned by different people. The Service Manager where I bought the vehicle said it wouldn't be an issue if it was still the same problem. He no longer works there and now the ** is saying because it is not a leak from the Windshield they would not cover the cost to fix it. It is the Drain Tubes from the Convertible Top (There is a service bulletin out to do something with them, why wasn't that done when I bought the car? and if it is a known issue why don't you cover damages from it?) So now my car has been in the Shop from 02/23 - 03/23 (and longer probably) with no resolution. I still have not even gotten an estimate on what it will cost me to pay and fix it. I feel this should be On Land Rover to fix, it happened less than 90 days into owning the car.

  Business Response

  Date: 04/04/2023

  Reviewed and responded to by Jaguar Land Rover Customer Relationship Centre.

  Customer Answer

  Date: 04/04/2023

  
  Complaint: 19641929
  
  I am rejecting this response because: There is No Response it just says reviewed.
  
  
  
  Regards,
  
  *************************

  Business Response

  Date: 04/17/2023

  Your complaint has been received and is currently under review.  Any further response, if warranted will come from Jaguar Land Rover's Customer Relationship Centre.  

• Initial Complaint

  Date:03/20/2023

  Type:Sales and Advertising 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 Range Rover Velar, had a collision with a deer in October of 2022. The repair shop is waiting for one $500 part that is not available, and has no eta. It has been over 5 months. The car has a 100,000 mile warranty, fully insured. And is depreciating as it sits, as new Velars are being added to lots. No solution offered by the customer service department, I’ve tried calls, emails, and finding parts myself.