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Business Profile

New Car Dealers

Jaguar Land Rover Darien

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Jaguar Land Rover Darien's headquarters and its corporate-owned locations. To view all corporate locations, see

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Jaguar Land Rover Darien has 2 locations, listed below.

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    Customer Complaints Summary

    • 2 total complaints in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Over the weekend my car, which I bought less than 2 months ago and is a 2023 with 14k miles, had an issue with the coolant light coming on saying that the level was low and the top screen blacked out completely. The light went off after about 5 minutes and the screen came back on once I turned my car off for a few hours and then turned it back on. I called this morning to make an appointment for them to fix it and the woman I spoke to said there was no need because it was probably due to the cooler weather. It was in the low 50s at the lowest this past weekend and I park in an enclosed garage that was in the 60s. I explained that if this happens in the 50s then worse will happen once winter comes since we live in the ** and that it shouldn't have happened in the first place. She said she didn't appreciate me speaking to her like she was an idiot and hung up on me. So now I can't make an appointment with a loaner car for something that should be covered under warranty.

      Business Response

      Date: 09/19/2024

      We were very disappointed to hear about the attitude of a service advisor to our client's enquiry.

      We have today provided a loaner and taken the car in for repair as soon as we were aware.

      This will be followed through with our Service Manager, Joe S*********.

      We will also be counselling the employee concerned, it is not acceptable or in line with our service values.

       

      Nick H*****

      General Manager

      Land Rover Darien

    • Initial Complaint

      Date:09/08/2023

      Type:Product Issues
      Status:
      Resolved
      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 Range Rover Darien I had my engine replaced in May due to a blown piston. The cost of the engine replacement was approximately $16,000. Immediately after getting the car back I noticed a vibration when driving which was new. Darien was unable to get me an appointment for service right away so I drove to ******** ** for work. Rob the service manager said that should be fine and not hurt the car further. In ******** the car further deteriorated and was send to ********* Land Rover for service. There the mechanics were in shock at how poor the repairs to the vehicle were that were completed in May. ********* is now replacing my transmission because of a drive shaft issue which obviously arises from the engine replacement. ********* said it could definitely be the reason the issue arised but they couldn’t say “for sure” once I contacted corporate (they changed their tune and covered Darien). I am disgusted that a business is able to cause this kind of consumer abuse and seemingly get away with it. I really need help and I cannot accept this as a consumer in the USA. Please help me !

      Business Response

      Date: 09/21/2023

      I have reviewed the complaint, and although I fully appreciate how frustrating this is for Ms. *******, we do not accept that we caused the transmission failure.

      The car was originally leased as an ex-loaner on 3/5/19 with a mileage of 1065, and then we assisted Ms. ******* with the lease buy out on 2/23/22 at the mileage of 30324.

      We received the car for the engine replacement (completed under warranty) on 3/29/23 with 43,014 miles, and this was completed on 6/5/23 due to time taken to receive replacement engine.

      The car is currently at Land Rover *********, having had the repair completed (replacement transmission) again under warranty.

      As a gesture of goodwill we would be happy to cover the excess payment made by Ms. ******* to Land Rover ********* for this repair over and above warranty company contribution.

      Nick H*****

      General Manager

      Land Rover Darien

      ****************************

       

      Customer Answer

      Date: 09/25/2023


      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. I would appreciate if Land Rover Darien did cover the excess cost above the warranty for the work completed by *********.

      Sincerely,

      ***** *******

    Jaguar Land Rover Darien is NOT a BBB Accredited Business.

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