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Complaint Details
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Initial Complaint
01/10/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Re: warranty contract COR-********. I contacted ******************* at Land Rover of Rocklin on 6/14/23 to obtain a refund on my unused warranty. Per his request, documents were emailed to him on 6/16/23. I followed up on 9/19/23, 9/29/23 and 10/20/23 by email in addition to a couple of calls with no resolution. ***** kept stating he would check on it and call me back and never did. I reached out to warranty company directly on 11/27/23. They stated Land River never submitted for a refund. I spent the required paperwork to them and they processed and notified Land Rover on 12/7/23. They stated Land Rover is to issue the check. They told me to wait 30 days for them to send my refund check and if not received, contact them. I contacted them 1/8/23 as I still havenot received the refund from Land Rover. ****** from the warranty company tried calling Land Rover on my behalf on 1/8/23, was transferred several times and wound up leaving a voice-mail with ******************* again. I am seeking resolution and receiving the refund on.my unused warranty. My efforts and the warranty company efforts are not successful. I would like refund of unused warranty from amount paid to Land Rover.Business response
01/12/2024
*****, thank you for taking my call today. I'm glad we were able to get in touch with the warranty company and correct the mistake they made on our address. Once they reissue your check, I will personally reach out to let you know it has arrived. Apologies again for this taking longer than it should and for the communication being less than ideal. You have my cell number now so please reach out if you need anything in the meantime, I'm happy to help. Thank you, *******************, Business Manager.Customer response
01/18/2024
I am rejecting this response because: Land Rover has contacted me and is making effort to resolve the issue, however I can't completely close it out because I am still waiting for resolution. The finance manager stated he should have resolution in 6-7 business days which may be early next week. I would like to ensure I have my refund coming before I completely close the case. Thank you.Business response
01/26/2024
*****, its my understanding that your refund has been issued. At Land Rover Rocklin, we value your time and your business and I apologize this experience with this has been less than ideal. Hopefully we have done what it takes to earn your business back in the future. Thank you, ***********************, General Manager.Customer response
01/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.Initial Complaint
04/02/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
The worst experience while buying a brand new car. I started the process in March ****************************************************** end of September. They took over 2 months to setup an appointment to apply a clear coat that I had purchased as well. As of April 2, 2023, I have yet to receive my second key that I was told they were out of and would get to me as soon as possible. Its been almost 6 months. Its been a horrible experience considering that its a high-end car dealership and for sure, I expected a completely different experience all the way across. I understand the shortage of chips the last couple of years but, they never call me to update me on my second key and Im the one who keeps calling them and they just tell me theyre working on getting it for me. I dont want anything else, I just want them to give me my key and finally be done dealing with such unprofessional company and leadership team please.Business response
04/13/2023
******, thank you for sharing your concern.
Unfortunately, the manufacturer is no longer shipping new vehicle orders with a second key fob remote. They are completing a second key fob order with a two-step process.
Step 1) At a time determined by the manufacturer, they ship second key remotes to the selling dealer and then we notify the customer when they arrive.
Step 2) For those that did not get a remote on step one, an updated bulletin will come out and a notification will be mailed to the customers address on file, stating that the key is now available to order.
Key orders are vin specific and we, the dealer are not able to side-step the above two-step process. I see we recently got approval to order the key fob for you under warranty. You might soon receive notification from JLR by mail on this. Your key has been ordered and should be at our dealership in a few days.Thank you.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.