Complaints

This profile includes complaints for Warren Henry Auto Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Warren Henry Auto Group

  2300 NE 151st street Miami, FL 33181

  
• 

  Warren Henry Auto Group

  1920 N Main St Gainesville, FL 32609

• 

  Warren Henry Auto Group

  4645 Volunteer Rd Davie, FL 33330

  
• 

  Warren Henry Auto Group

  2300 NE 151st street north miami, FL 33181

  
• 

  Warren Henry Auto Group

  16750 S Dixie Hwy Miami, FL 33157-3435

  

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:03/30/2025

  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.

  After my accident on September 27, 2024, my 2020 Range Rover Sport SVR (VIN: *****************) was brought to Land Rover West Broward for repairs covered by Geico. It has been over 7 months, and the vehicle still has serious issues engine trouble, check engine light, A/C failure, and alignment problems. I was told a new engine was installed, but the car still drives poorly and the issues persist. The hood was also returned with burn marks and scratches.Ive returned the car multiple times and have had to tow it back to the dealership. Communication has been terrible, and Ive received no proper explanation or resolution. My attorney sent a formal letter on February 25, 2025, and Land Rover West Broward has not responded.I am requesting:Proper repair of all outstanding issues $150 towing fee reimbursement Compensation for the loss of vehicle use (7+ months)Written explanation of what happened Additional compensation for stress and damages due to negligence

  

  Business Response

  Date: 04/14/2025

  
  I have been in contact with ******************* regarding a pending issue with their vehicle, *** ****** stated the vehicle has a fuel smell after the previous repairs. I have advised them to bring the vehicle in to have it diagnosed, however if the repair is unrelated that the cost of repair would be their responsibility. We have provided all the necessary documentation to the client, and I have personally revised the repairs with them.
  
  The timeline of repairs is as follows;
  
  10/17/2024    Vehicle brought in for several concerns, check engine light on and ** inoperable concern (RO ****** ).The check engine light was caused by the Catalytic Converter, which was replaced by Geico. The ** concern was caused by a faulty compressor, the ** compressor was covered by ******* warranty.
  
  11/4/2024       Vehicle was brought back for diagnosis (RO ******) Check engine light came on with smoke coming from the engine. It was determined by ** engineers that the engine had overheated, and it would need to be replaced. The engine replacement would be covered by *** *** warranty.
  
  11/19/2024    Mrs. ****** picked up the vehicle, she called the ****** the Service Advisor, once she arrived home because she noticed the hood was warped. Vehicle was brought back 11/20/2024 (RO ****** ) for inspection of the engine hood, at this time she also stated the ** was still not working. Per TA engineer recommendation, ** compressor was again replaced by ***. The Shop ******* confirmed the hood was warped; this damage was caused by overheating of the engine. The Service Advisor requested assistance from *** CRC, however repair was declined by ***. I approved repair internally for customer satisfaction, the hood repair was scheduled in the future due to appointment availability of Collision Center.
  
  12/19/2024    Vehicle brought in again for ** concern (RO ****** ) , Mrs. ****** stated the ** would shut off when accelerating. A TA case was opened, per TA full repair of harness was recommended. Customer *** warranty had expired, so a Goodwill case was opened,however ******** was denied. I approved repair of the harness internally for customer satisfaction, cost of repairs including repainting of the hood $3471.92.
  
  2/28/2025       Vehicle brought in again stating the ** concern was still present (RO 106165).Technician found engine mount worn and could possibly cause issue with connector for **. Engine mount was replaced, however ** concern was still present. After several road test, technician found the ** compressor was defective. The ** compressor was previously replaced on 11/20/2024 (refer to RO ******), because the *** warranty had expired, a Goodwill case was opened with JLR CRC. However, ******** was denied again.  I approved repairs internally for customer satisfaction, cost of repairs $1525.14.
  
  There have been multiple attempts to correct *** and Mrs.Garmons vehicle at no cost to them. A loaner vehicle was provided at the time of repairs. We are presently unable to provide a loaner now due to multiple accidents with the previous loaner vehicles.
  
  I advised *** ****** I would need an invoice from the tow company to reimburse him the $150.00 from the tow, he has not provided the invoice as of today.
  
  We did not receive the attorney letter via mail. Mrs. ****** stated we would be receiving a second letter; however, she provided a copy in the meantime. 
  

  Customer Answer

  Date: 04/25/2025

   
  Complaint: 23135645
  
  I am rejecting this response because:

  
  I am formally rejecting the businesss response regarding my complaint.
  Their response is filled with inaccurate, misleading, and incomplete statements designed to cover their negligence and mishandling of my vehicles repairs.
  
  
  For clarity and fairness, I want to respectfully present the facts:
  
  
  I did respond to the dealership.
  When they requested a follow-up, I immediately communicated back to inform them that I was dealing with a family emergency the passing of my mother which understandably delayed my ability to bring the vehicle in for additional service at that time.
  I remained in contact and kept them informed, despite my personal circumstances.
  It is misleading for them to imply otherwise.
  I also responded regarding my lost wages.
  The vehicle I purchased a Range Rover SVR was an important part of my business marketing strategy.
  Due to the dealerships repeated mechanical failures and the loaner vehicles they provided (which were not comparable to my original marketing vehicle), I lost significant business opportunities and income.
  This was clearly explained to them, yet their response ignores these financial damages entirely.
  The dealerships description of events is a self-serving attempt to deflect blame.
  
  
  My vehicle was never overheating prior to their service.
  I was never provided a clear explanation or diagnostic proof explaining why the engine was replaced.
  After the dealerships service, the vehicle developed new and serious problems including fuel smells, a warped hood, AC malfunctions, and electrical concerns none of which existed before their involvement.
  
  
  Their goodwill repairs are not acts of generosity they are admissions of their own failed workmanship.
  Offering internal approvals to fix recurring issues is an acknowledgment that the repairs were not properly handled in the first place.
  The dealership continues to delay reimbursement of the towing expenses.
  They acknowledge the tow occurred, yet use paperwork delays as an excuse not to resolve reimbursement promptly.
  The dealerships claim about not receiving attorney correspondence is yet another misrepresentation.
  A physical copy was provided to them directly.
  Their claim of non-receipt only further highlights a pattern of avoidance.
  
  
  In Summary:
  The dealerships response to the Better Business Bureau is a deliberate attempt to conceal the real facts.
  They have failed to take proper responsibility for the damage they caused.
  They have misrepresented communications and ignored the financial losses I suffered as a direct result of their negligence.
  They have failed to properly repair my vehicle after multiple opportunities and have caused significant disruption to my business and personal life.
  
  
  Therefore, I respectfully request that the BBB continue to keep this case open and unresolved.
  I am seeking:
  
  
  A full written acknowledgment of their responsibility
  Complete and proper repair of my vehicle at no cost to me
  Full reimbursement for towing and lost wages associated with their negligence
  
  
  If this matter is not resolved fairly, I am fully prepared to escalate it to legal action and to the manufacturers corporate offices.
  
  
  Thank you for your time, consideration, and continued attention to this matter.
  
  
  Sincerely,
  
  ******* ******

  

  Business Response

  Date: 04/28/2025

  We recommend that Mr. ****** bring his vehicle in so that we may inspect the previous repairs and diagnose the current fuel smell complaint.
  This inspection and diagnosis will be performed at no cost to him,however, if the necessary repairs are found to be unrelated to the previous repairs, the cost of those repairs will be his responsibility.
  Additionally, a full reimbursement for the towing cost will be provided upon receipt of the appropriate documentation.

  We are here to assist Mr. ***************

  Customer Answer

  Date: 05/06/2025

   
  Complaint: 23135645
  
  I am rejecting this response because:
  

  While I appreciate the offer to inspect the vehicle and diagnose the fuel odor at no charge, I must respectfully state that I do not find the businesss response to be fully satisfactory.
  
  
  First and foremost, the fuel smell developed shortly after the previous repair performed by the dealership. This timeline strongly suggests a connection between the initial service and the current issue, and it is concerning that the dealership is preemptively distancing itself from responsibility should the repairs be deemed unrelated.
  
  
  Additionally, I want it clearly noted that I did respond to previous communications from the dealership. However, due to the unexpected passing of my mother, I was not in a position to immediately bring the vehicle in. I communicated this circumstance, along with the fact that the loaner vehicle provided was not adequate for my work and marketing activities, which led to measurable lost wages.
  
  
  Furthermore, I was informed that I would not be provided with another loaner vehicle due to an accident, despite the fact that the accident in question was minor and unrelated to the mechanical issue now being raised. This decision places additional hardship on me during an already difficult time.
  
  
  Finally, I acknowledge the offer to reimburse the towing cost and will submit the proper documentation promptly. However, I expect transparency and fairness during the inspection process and urge Warren Henry Auto Group to take full responsibility should the findings reveal any connection to their prior repairs.
  
  
  I remain committed to a resolution but do request a more cooperative and accountable approach moving forward.
  
  
  Sincerely,
  ******* ******
  

• Initial Complaint

  Date:05/29/2024

  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.

  Hello,I wrote a complaint regarding an incident that occurred at your dealership on Friday, May 10th, 2024, at approximately 4;15 PM and no one has gotten back to me. On that day, I visited your dealership and returned my loaner vehicle Unfortunately, I left my expensive UPPAbaby Vista V2 Double Stroller / RumbleSeat V2+ - *********************** in the trunk of the loaner vehicle.I realized the following Friday that my stroller was returned along with the loaner vehicle. I immediately brought this to the attention of your staff, and despite their assurances that they would investigate the matter, the stroller has yet to be located.My primary concern is not only the theft of the stroller by an employee, but also the lack of communication regarding items left behind in loaner vehicles. It is deeply troubling that I was not contacted regarding the missing stroller, and I am left questioning the integrity of your dealership's policies and procedures.As a resolution to this matter, I kindly request the following:1) A thorough investigation into the incident, including a review of any available video footage of the car being returned and processed, to identify any potential culprits involved in the theft.2) Immediate reimbursement or replacement of my stolen stroller, as it was a valuable and essential item for my family.3) An explanation as to why I was not contacted regarding items left behind in the loaner vehicle, and assurance that measures will be put in place to prevent similar incidents from occurring in the future.I expected a prompt and satisfactory resolution to this matter. No one contacted me to provide me an update on the progress of your investigation and the steps being taken to address this issue.Thank you for your attention to this matter. I trust that you will take the appropriate action to rectify the situation and restore my faith in your dealership's professionalism and integrity.Thanks,***************************

  

  Business Response

  Date: 05/30/2024

  Yesterday, we established communication with the client and reached an agreement to reimburse her for the purchase of a replacement stroller. We're currently awaiting the client's submission of a receipt or invoice so that we can proceed with issuing a check. Please don't hesitate to contact me at ************ if further information is required. 

• Initial Complaint

  Date:03/27/2024

  Type:Customer Service 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 purchase insurance for makeup stains and spills when I purchased the car from this location. In the recent 6 months, I have tried to inquire about getting the car cleaned because I have some stains from makeup etc. the service provider has no clue and when I call the facility, I am placed on hold, a message is taken and still no response. Its as if, I paid for a service that none knows anything else about it. Each time a message is taken, someone promises that I will hear back, but nothing happens. Meanwhile the clock keeps ticking!!!! I just want to get my car cleaned up.

  

  Business Response

  Date: 03/29/2024

  Could you please provide the Dealership name, make and model of the vehicle you purchased, as well as the name of your service advisor. Thank you!

  

  Business Response

  Date: 03/29/2024

  ************** attached you will find a copy of the service appointment that has been set up for Wednesday April 3, 2024, at 9:00am, we will have a loaner vehicle available for you while your vehicle is in service. A copy of your policy has been provided to ****** Henry, our ***************** Manager that will be assisting you.

• Initial Complaint

  Date:01/27/2024

  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 dropped my SUV to Warren Henry Infiniti (WHI) on Saturday, 1/6/24 to service specialist, ****** for an oil change & to have the radio panel repaired. The service advisor instantly told me that it was making a noise that needed to be check. He explained that there would be 2 diagnostic checks. I also have a powertrain bumper to bumper warranty with unlimited miles. He stated he would contact the warranty to see if these issues were covered. Since it was a Saturday, the diagnosis would probably not happened until Monday. I believe he called the warranty company on Tuesday 1/9/24 & was told that the issues would be covered and what he needed to provide. It took 10 days for ******/WHI to responds to the warranty. With all the time passed I was not offered the courtesy of a loaner or even constant communication. I have called & texted several times to ****** with him claiming that the warranty is not responding. I called the warranty company on 1/19/24 & they stated the claim for work was not requested until 1/18/24. It was reviewed & the steps to have it repaired & covered were being provided to ******. I texted ****** on Monday, 1/22/24 & he stated that he provided the codes for repair to the warranty. I spoke to the warranty company & even though they are aware that this is a known issue. They were requiring a tear down. I told ****** at this point please complete the work as it would be too costly to move the vehicle. I spoke to the warranty on Friday, 1/26/24. & there had been no response from ******/WHI. I have been without my car for 3 weeks. I called WH & asked to speak to a manager. No one was available & a message was left for someone to call me back as of 1/27/24, I have not received a return call from ****** or WHI Supervisor. I have not been offered the consideration of a loaner. I believe I am being treated this way b/c I am black women who they believe is unaware of car repairs. I am aware that working w/the warranty is daunting. But its the job & providing decent equal customer service to all your customers is expected. I am being treated like this because the ****** doesnt like dealing with my warranty company. But that is his job

  

  Business Response

  Date: 02/01/2024

  ************** brought her 2017 QX60 with ******* miles into our facility on Saturday 01/06/24, for the switches on the ac panel are inoperative and a loud rattle noise heard at all times. We have taken care of ************** on two prior occasions which we noted that she has a third party extended warranty with ***************. Once we had the vehicle evaluated, we diagnosed that the rattle noise was due to the excessive play within the timing chain area and at the time we found the ac working within specs which we noted that it is a possible intermittent concern.  We had our parts department provide us with a quote as well as part numbers in order to call in the claim to the extended warranty. Once calling in the claim, which trying to get through with an adjuster can take up to 45 minutes each time calling in, we were told to send pictures and videos of the noise before they can authorize to send an inspector due to extensive cost of the repair. There was no problem sending pictures, however sending the videos was a problem. Not sure if the extended warrantys recipient mailbox was down for the day or so but eventually, we were able to successfully send the video. After sending the videos and pictures, now reaching out to the extended warranty to confirm they received the requested items which took another 45minutes to get the adjuster over the phone, they informed to us they wanted us to teardown vehicle to point of failure and that the customer was responsible for teardown time until repairs are covered. Once that has been addressed, they will be sending out an inspector. ************** from the start approved 2 hours of diagnosis. ******, the Service Consultant noticed how long this was being dragged out and asked myself and the Shop Manager if we can proceed with teardown to avoid asking ************** for the additional 8 hours requested for the teardown especially due to us working with her extended warranty in the past. The status of the vehicle is now torn down and ****** got in contact with the adjuster, and we are currently pending the inspector to arrive.
  
  Please note, ****** was the same Service Consultant that has taken care of ************** her prior 2 visits (the only 2 visits at our facility)which took up to two months for repairs to be finalized each visit and noted how difficult it is working this *************** Warranty. This extended warranty company never approves OEM brand new parts from our parts department,and we always must wait for them to send us their own aftermarket parts, and even used parts.

  *************************- Service Manager

  Warren Henry Infiniti

• Initial Complaint

  Date:05/31/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 bought a "certified pre-owned" Jaguar F-Pace from Warren Henry in October 2022. I recently took my car into a different Jaguar dealership for unrelated issues (or so I thought). I was told an oil change and service was not done back in October 2022 because my oil was very low and I had driven the car far fewer miles then the dealership recommends getting an oil change done by. My car battery needs to be replaced, which should not occur 6 months after purchasing a CPO car. So now my car is getting a full service far earlier than it should have. In January 2023, three of my wheels became so loose, the body shop I had taken my car to suggested I shouldn't even be driving it because it was so unsafe and I get it towed to the nearest dealership (in ******, **). After weeks of Warren Henry claiming the issue was due to me, and my continual insistence/pressure, they finally agreed to get the car towed to them (in North *****, **). An outside contractor was able to identify the problem, which was a result of Warren Henry's oversight (excess powder coating build up on all back pads of vehicle wheels, which lead to them being unbalanced and slowly becoming unscrewed). The tail-hitch cover was not replaced when Warren Henry towed my car, and when I tried to replace it under warranty, I was informed that it was not covered because the back bumper had been painted, information that was NOT included when I purchased the car. To replace it, I have to now pay for it. I paid an extra $1400 to get an added year on the warranty. When I asked why, since I read online that 2 years are added to the warranty when a car is part of Jaguar's CPO program, I was told "this is what we do here. If you want me [the sales agent] to pull your interest in the car, I will". Because of all these issues, I have concerns over Warren Henry's integrity to fulfilling Jaguar's CPO program requirements. I also have concerns over their honesty.

  

  Business Response

  Date: 06/01/2023

  Hello ****************,

   

  I'm sorry that you experienced an issue with your wheels becoming unbalanced.  I hope that we resolved the issue and regret that you had that experience.  Our pre-owned team was unaware that the vehicle was missing the tow hitch when it was returned, and if we had known we could have provided a solution sooner.  I would be happy to provide you a new painted tow hitch cover.  Please confirm the address and we will ship it to you.  I've included an attachment for certification work that was completed on the car prior to sale which was done on July 11, 2022.  Page 1, Line E notes a complete 48k mile service was completed which includes an oil change.  The vehicle provided at the time of sale had all of the required services needed to be sold as a CPO.  You are eligible for a free service within 12 months or 16k miles of the last service which was completed on 7/11/2022. 

  I hope this explanation helps clarify and that are you satisfied with the outcome of ** providing the painted tow hitch cover.   

   

  Sincerely,

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

  Customer Answer

  Date: 06/02/2023

   
  Complaint: 20127073
  
  I am rejecting this response because: ****** change was not done. I have attached a photo of the filter. This is not what a 6-month old filter looks like in a car that is parked in a private garage and driven on main roads and highways. This is what a very old filter in a car driven through construction zones all day would look like. Warren Henry saying something was done does not mean it was actually done, as evidenced from my wheel problem. The wheels obviously weren't balanced after the back pads had been powder coated because that is why the wheels were unbalanced. 

  I appreciate your cooperation with the tail-hitch cover. I would like a gift card that would cover a full service at a Jaguar dealership to compensate for the oil change that clearly did not happen and therefore requiring a full service six months after purchasing the *** car. 

  
  Sincerely,
  
  *************************

  

  Business Response

  Date: 06/07/2023

  Hi ****************,

   

  The photo that you sent is of an A/C filter and not an oil filter.  We completed the oil change on July 11, 2022.  Kindly accept our offer to send you the newly painted tow hitch cover.  I will also agree to cover the cost of an oil change performed at our facility, but not a complete service. 

   

  Thank you,

   

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

  Customer Answer

  Date: 06/08/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and accept this resolution. The fact that the picture was of the cabin filter and not the oil filter further proves my point that a proper full service was not done on the car, as that is what it looked like after only 6 months and ***** miles of driving. But having already gone through a time consuming process with Warren Henry regarding a different issue with the same car, I know nothing further will come of this from their end and do not want to waste more of my time. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:04/25/2023

  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 was driving my infiniti to work and my hood suddenly popped open. I had to pull over and contact my sales rep ***** at warren henry infiniti. I told them what happened, and he gave me a number for me to call to have my car to the dealership, which i did. I didn't get a call until the following day. the person that called me said that i must have hit someone, yet my car had no physical damage, but her indicated that he couldn't help me with my issue. he suggested infiniti customer relations, which i did, and they said they would contact me in three days, but i did not get a call until nearly a week later. *******, the woman who contacted me told me that it would take 2-8 weeks for the warranty to respond after evaluating the car. she also indicated that they could not give me a loaner during this time, I've been with infifniti for the past 3 years and this is my second vehicle with them. this is the second issue I've had with this car. i previously had to take it in because the dash and rearview camera weren't working properly. I'm truly disappointed with the customer service. I would like for them to fix the vehicle and to give me a loaner while they are doing so.

  

  Business Response

  Date: 04/27/2023

  On April 18th our sales associate, Nexon, came over to the ****************** to inform us about ****************** hood popping open while driving, he proceeded to show us pictures and asked if we have seen this concern with any other vehicles in our ******************. Both, ************************* (Shop *******) and ************************* (Service Manager) stated that no, but that this could be a first and what we saw was the hood airbags deployed which is a new feature on the 23 QX50 models. We then informed ***** to have the customer call ********************** Roadside Assistance to get the vehicle over to our facility. The vehicle arrived the following day and ************************************* (Service Advisor) was assigned to ****************** QX50. ******** reached out to **************** to get a detailed explanation on what occurred leading up to the hood deployment. **************** stated that while driving to work, she was making a turn and heard a loud noise which she believed she had hit something on the road. She then stated that she pulled over to the side of the road and looked and noticed she had not hit anything. After sending the vehicle into the shop and troubleshooting (pulling fault codes stored in the system), we found multiple DTC deployment trouble codes and retrieved a parts estimate. ******* then reached out to the Factorys Engineering and ******************************** for approval to replace recommended parts and for more info regarding fault codes. ******* proceeded to explain that there isn't any visible evidence that the malfunction was caused by any sort of physical damage.Unfortunately, the factory declined to cover the repairs under the manufacturer's warranty and informed us that even if there is no physical damage, the airbag can also deploy if the consumer drives through a large enough pothole at a certain speed, or even if the vehicle bottomed out after hitting a large enough bump in the road. We shared the news with **************** about how the factory declined to cover the repairs under warranty and gave her the following options. First, was to get her automobile insurance involved and the second option was to reach out to Infiniti Consumer Affairs if she wanted to escalate her concern while we have her vehicle in service. After I spoke with the Factory Field tech Engineer, he did inform me that Consumer Affairs will start an IRR (Investigation Incident Report) and may eventually assign this case to him to physically assess the vehicle in person which can lead up to anywhere between 2-8 weeks. I would like to also note that the client was offered a loaner vehicle while we come to a resolution, but she has failed to come to the dealership to retrieve it. We remain fully committed to assisting the client with this issue, but unless we receive authorization from the manufacturer, we are not allowed to cover the repairs under warranty. 

  Respectfully, 

  *****************************, Service Director

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

   

  Customer Answer

  Date: 04/27/2023

   
  Complaint: 19981292
  
  I am rejecting this response because it is not accurate. They never returned my call as they indicated in their BBB reply. I had to follow up with the sales rep ****** He then asked me to send a copy of my driver's license and auto insurance, so that he could look into possibly getting me a loaner vehicle, as my car was being evaluated. The dealership never got back to me until the following day, when I received a call from ********, who clearly told me that I must have hit someone, without diagnosing the vehicle. He then told me, as a result, he could not get me a loaner because it was now up to the warranty company to make a decision. This is in contradiction to what Warren Henry Infiniti has indicated in their response that they have a loaner for me that I have yet to pick up. If they now have a loaner for me, this is the first I am hearing about it. No one from Warren Infinit has ever called me to tell me they have a loaner for me. If this is now that case. I am willing to pick up the loaner vehicle, while my car is being serviced.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/18/2023

  Type:Delivery 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 severely disappointed in the lack of respect and transparency demonstrated by the "Warren Henry Land Rover South Dade" through my order. Not only did they provide my false information, but they failed to alert me of any issues with my order properly.I went to the Warren Henry Land Rover South Dade store, configured my desired vehicle, and paid the deposit of $2,000 on October 25, 2022. At that time, *********************** (GM) claimed that my vehicle had an estimated delivery date of sometime in March. As you can tell, March has ended, yet the car is nowhere to be found.When I talked to them about this situation, according to the database, my vehicle was only ordered on March 23, 2023. This is five months AFTER I paid the deposit. This delay and a lack of information indicate gross negligence and neglect of the customer on ********************************************* Land **************************************************'s behalf. As a result of this negligence, my vehicle is now estimated to have a delivery date of September 29, 2023. Also, my new car will be the last years model by then.I'm asking:1- Why was my vehicle ordered on March,2023 even though I placed my order on October,2022 and paid the deposit?2- Was the purpose deliberately delaying the issuance of the vehicle with MSRP and selling me the car with premium?3- If this is the purpose, do you think this is an honest trade, or is it set up to defraud people?4-If it's not true, why is there an invitation to the office to return my deposit instead of apologizing and resolving the issue?5-I wonder if Warren Henry **************** is not a reputable, customer-satisfied business as we imagined?

  

  Business Response

  Date: 04/25/2023

  ************** came in with his father on October 25, 2022, and built a new Land Rover Sport vehicle and left $2000.00 deposit as stated. Since the unveiling of the new sport, we have had ***** months waiting period from the initial ordering of the car due to the global chip and parts shortages. In this case we were unable to make any promises as the to  when the vehicle would arrive nor what the model year would be. We try to accommodate all of our customers with most accurate information and be as transparent as we can be. We placed our new vehicle orders in the order their deposits are placed, since we have no control over the factory allocation sometimes it takes several months before we can place the actual order. We follow the process from Jaguar Land Rover North America. We also do not have a business practice of selling cars with a premium.
  I personally spoke to the customer on April 11th and refunded his deposit back to his original payment via a credit card. 

  *********************- Centre Manager- Land Rover South Dade

• Initial Complaint

  Date:03/24/2023

  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 pre ordered a range rover and put a 5k deposit on 12/28/2021. It has been 15 months and I still have not received my vehicle. The dealership is keeping all incoming vehicles and selling them for 50k to 80k over msrp. When I called the dealership to complain, they told me I can only get my vehicle now if I pay 50k to 80k over msrp. They are price gorging.

  

  Business Response

  Date: 03/27/2023

  We've experienced significant product delays and supply constraints by the manufacturer for all Range Rover models.  ******************************* order has been received from Land Rover North Dade and is in queue to be placed, but we continue to experience delays.  Once production levels return back to normal levels of operation, we expect to deliver all vehicles that have been ordered.  We would be happy to return the deposit while still keeping ******************************* place in queue.  The message below is direct from the manufacturer website and pertains to the current production status. 

   

  IMPORTANT NOTICE
  

  
  Due to the global semiconductor shortage, certain features, option and/or accessories select for your vehicle build may be unavailable or delayed. We apologize for any inconvenience. Please contact your local authorized Land Rover Retailer for more details.
  

  Customer Answer

  Date: 03/27/2023

   
  Complaint: 19850328
  
  I am rejecting this response because: the dealership has been selling these sane exactly vehicles for 50k to 80k over msrp. You can go to their website and see thar these vehicles are available for sale. I see these models in the street everyday. They only want to sell them for over sticker price. That is why my vehicle has not been delivered. I have waited 15 months to get my vehicle. I feel I should be able to receive it by now.
  
  Sincerely,
  
  *************************************

  

  Business Response

  Date: 03/28/2023

  We currently have zero Range Rovers in stock and our incoming inventory is sold out through the first week of August with roughly half of these vehicles yet to receive a build date.  Production is showing signs of improvement and we will do our best to deliver *************************** a new Range Rover before the end of the year.  If allocation continues to improve, we should be able to submit the order in the next ***** days.  If a similar vehicle becomes available prior to be being able to order ******************************* desired build, we can offer her one of those vehicles at MSRP. 

  Customer Answer

  Date: 03/28/2023

   
  Complaint: 19850328
  
  I am rejecting this response because: I would like to get proof of where I am in the order queue. I placed my deposit ***************************************************************************** the last 15 months, my vehicle has not even been ordered. I need documentation as to where I am on the order list. I see multiple new range rovers on the street in ***** daily all these people could not have possibly ordered their vehicles more than 15 months ago. I literally want documentation as to where is my place in the order list.
  
  Sincerely,
  
  *************************************

• Initial Complaint

  Date:10/09/2022

  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 had some mechanical problems with my 2018 Jaguar XE, (jerking, hesitating). I was told by the dealership in *************** that all my tires had to be the same. At that time I had three Pirellis and a Good Year tire, because I had a blowout one evening and the local good year did not have Pirellis. I shared the mechanical issue as well as the tire request with several mechanics each one told me my issue did not have anything to do with tires and this was weird that I was asked to get tires. I replace all four tires (******) and took the car back. This time was told I needed to get four 'Jaguar' approved tires before they would be able to diagnosis the mechanical issue. I took the car to Land Rover Jaguar North Miami hoping they would look at the cars mechanics and not the tires but I got the same results. Now this dealership wanted me to put on Pirellis or Continentials before they could diagnosis the car. I bought another set of tires, Pirellis.(900.00) . The car was diagnosed... the transmission needed to be replaced. I was asked not to drive the car. for safety reasons. So not only had they left my life and health in jeopardy because of tires, this whole incident took four months, plenty of ubers, and I am out of $1200. I thought the mechanic should have switched out the tires to trouble shoot the issue. I got an apology yet no one wants to give me any money back. I am stuck with two sets of tires. I am very so disappointed in Jaguar !!!

  

  Business Response

  Date: 10/24/2022

  All Jaguar Land Rover vehicles are engineered to provide the best possible driving experience. Part of that process includes working very closely with tire manufacturers to design tires with specifications that best help achieve the ultimate driving experience. Not having the manufacturer recommended tires on the vehicle can affect the driving experience in multiple ways including but not limited to handling, stability, comfort, and powertrain performance. We made attempts to diagnose the vehicle without having to have the client purchase the *** recommended tires, but Jaguar Land Rover North ********* engineering department determined that in order to proceed with proper diagnosis the client had to install the proper tires. Please refer to attached files for copies of repair order and technical assistance cases opened during the diagnosis process. As an authorized Jaguar Land Rover repair facility, we must follow the manufacturer's warranty and procedures manual at all times, and therefore didn't have any other option but to have the tires replaced in order to complete the diagnosis and properly repair the vehicle. If further assistance is needed, please feel free to contact us at ************.

  Respectfully,

  *****************************, Service Director

   

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18187426
  
  I am rejecting this response because: I am still out of $1100. and a set of tires I dont need. *** trouble with the car had nothing to do with tires. *** car was hesitating, jerking as I accelerated from a complete stop. *** first time I bought the car in for service  I had three Pirelllis and a comparable Good year tire (I had a blow out one evening and they were the only tire store open.).  *** service advisor told me I needed new tires and  gave me a price for four new tires, not one. If it were the tires why didnt they give me a price for one tire? Also, since they insist the tires were possibly the issue and were trouble shooting, wouldn't they have subtituted the Good year tire to test if the jerking was still occuring. *** advisor told me I needed to get four of the same tires and that would fix the issue. I bought new tires. *** issues still existed. Four mechanics shared it was not the tires! This practice is irresponsible in more than one area. I think one of the objectives is to take advantage of the less knowlegeable customer. i think the ********************** personel assume one knows the technical ramifications. *** last dealership asked me not to drive the car because it could be dangerous, once they found the transmission was failing.   
  
  Sincerely,
  
  *********************

  

  Business Response

  Date: 11/01/2022

  As mentioned in our original response the manufacturer's technical assistance department was the one that recommended that the tires be replaced as part of the diagnosis process. We, as an authorized repair facility have to follow the manufacturer's policies and procedures when performing a repair under warranty. In other words, we have to follow the diagnostic process outlined by the manufacturer in order to receive approval to perform a covered repair. In this case because the vehicle was not equipped with factory recommended tires at the time of diagnosis and this could affect the performance of the vehicle, we needed to follow their recommendations in order to receive approval to replace the transmission. Furthermore, the client did not replace the tires at our repair shop, so she is asking to get reimbursed for a service we didn't even do. We believe the client needs to address her concerns to Jaguar Land Rover North *******, instead of ** the retailer, as we are just following their policies and procedures for factory warranty covered repairs. Please advise if further information is needed.