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:05/03/2024

  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 visited the establishment today, 5/2/24, to accept delivery of my new car. Unfortunately I was unable to accept delivery as there were several electronic defects. The service team members were unable to identify the issue with the car. I was given a loaner car to utilize. The loaner car was filled with sand, dirt, sticky substance, dirty ******* and a bra. This is unsanitary and can spread disease.

  Business Response

  Date: 05/15/2024

  Thank you for the opportunity to respond to ********************** concern. 

  We are in contact with ****************** and we are working towards an amicable resolution to her concerns.

  Kindest regards,

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

  General Manager

  Land Rover St. Petersburg / Jaguar St. Petersburg

• Initial Complaint

  Date:11/01/2023

  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 have 2019 Land Rover Range Rover that is still under factory warranty. There is a coolant leak that leaks a half gallon of fluid every 2k miles. I have taken the vehicle in to this dealership 4 times to repair the issue. The first time they told me they replaced a hose, the second time they told me they tightened a hose clamp. The third time they replaced the radiator cap. The fourth time they told me the owners manual says to check the coolant weekly and they will not locate/ fix the leak.

  Business Response

  Date: 11/20/2023

  Thank you for the opportunity to respond to ******************** concern.
  
  *** Crown Land Rover team worked diligently to troubleshoot ******************** vehicle concern. Some vehicle problems are more challenging to diagnose and correct than others. Our team has worked closely with the Land Rover Manufacturer technical assistance team to determine a plan on how to diagnose and correct the coolant level problem.   Below is a chronological summary of our troubleshooting:
  
  On 6/19/23, ****************** presented his vehicle to Crown Land Rover, stating his vehicle had a coolant leak. ************** pressure-tested the vehicle and diagnosed a leak at the coolant outlet pipe and rear coolant manifold. Both were replaced at no charge under the factory warranty. *** mileage on that date was ******. A loaner vehicle was provided for ******************.
  
  On 7/24/23, ****************** presented his vehicle once again,stating his vehicle had a coolant leak. ************** pressured tested the vehicle and found a hose from the reservoir that had come loose. This was repaired at no charge. *** mileage on that date was ******. A loaner vehicle was provided for ******************.
  
  On 9/19/23, ****************** returned a third time with an illuminated coolant light. ************** pressure-tested the vehicle and found no external leaks. *** technician then filled the reservoir with coolant. A JLR quality check inspection was completed. *** vehicle was driven for 11 miles to ensure the low coolant light did not turn on. *** mileage was ****** when the vehicle came in and ****** after the test drive. A loaner vehicle was provided for ******************.
  
  On 10/16/23, ****************** again returned with an illuminated coolant light. We assigned the vehicle to our shop *******. Our service advisor, ******, asked ****************** if we could drive it overnight; however, ***************** declined. Our shop ******* drove it multiple times during working hours and completed a pressure test after each test drive. He also completed an overnight pressure test and checked both heater cores and coolant lines to the rear heater assembly. He could not find any coolant loss, either internal in cylinders or external, nor were there any misfire faults. At this point, ****** sent ****************** an email updating ****************** with this information and told ****************** what the owners manual states about frequently checking the coolant level. After seeing ******************** BBB complaint and negative review, I interjected and contacted ****************** personally. I told ****************** that even though our top technician worked on his vehicle, our service department should have opened a Technical Assistance Case with Land Rover. So, I instructed the team to do so, and a technical assistance case was opened on 11/01/23. 
  
  Our shop ******* explained to Technical Assistance that we had performed a cooling system pressure test for a few hours and found no coolant loss either internal in cylinders or external and checked both heater cores and coolant lines to the rear heater assembly. *** low coolant lamp and low fluid happens after ***** to ***** miles of driving. *** vehicle has been in 3 times since the coolant outlet pipes and rear coolant manifold have been replaced, which was on 06/29/2023 at ****** miles and now has ****** miles. *** vehicle appears to be towing something. We are not sure if that *** be causing the problem.
  
  Technical Assistance responded with the following message,Towing can definitely cause increased coolant loss over time, but we need to confirm. Get this engine hot and perform a block test to see if any combustion gases are in the cooling system. ***n, install the cooling system pressure tester, unbolt the charge air cooler, and check if there is any coolant leaking from it. Check the aux radiators in the fenders for any coolant. Check the engine valley for coolant leaking from the outlet pipes and/or rear manifold.Check the engine core plugs. Check the **** box drain with a black light for any signs of coolant.
  
  Our shop ******* performed all the tests requested by Technical Assistance while ****************** waited, finding no signs of internal coolant usage or external coolant leaks. *** shop ******* test-drove over 50 miles in the city and highway without losing coolant or external leaks. 
  
  On 11/15/23, **** (Service Manager) called ****************** to let him know that we had done everything JLR Technical Support had asked us to perform on his vehicle and that we had not found any problems. We released the vehicle back to ******************. We suggested he fill out a co-pilot questionnaire if the issue occurs again since he mentioned that the problem occurs roughly every ***** miles. This questionnaire has specific questions about when the coolant light illuminates to help us better understand the situation the vehicle is in at that moment. I understand that ****************** wanted to avoid dealing with filling out the questionnaire. I want to note that with extremely tough diagnostic cases, like this one, it is the only way to find out more about the vehicles state at the specific time of occurrence. I also understand that ***************** told **** he would be taking the vehicle to another dealership to be looked at. We want to help fix the issue and understand how frustrating it is to keep returning with the coolant low light illuminating.  
  
  Currently, we cannot further diagnose ******************** vehicle concern without the completion of the co-pilot questionnaire. *** Crown Land Rover team stands ready to provide further assistance to ******************.
  
  Sincerely,  
  *******************************
  General Manager

• Initial Complaint

  Date:09/15/2023

  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.

  Purchased a pre owned vehicle in May 2023. Dealership said they will do body work at no cost. Now they are charging for the body work they completed

  Business Response

  Date: 09/23/2023

  Hello,

  I have personally spoken on the phone with the client and her mother. After discussing the situation I have covered the bill of the underbelly cover per the client's request. We then delivered the vehicle to the client's home. The client pointed out that there was an issue with a trim piece on the driver side front bumper when we dropped the vehicle off so we have ordered a new replacement piece. Once we receive the piece, we will have it painted to match, pick up the client's vehicle, have it installed on the vehicle and will drop off vehicle back to client. 

  All the best,

  *******************************
  General Manager
  JLR St Petersburg

• Initial Complaint

  Date:07/27/2023

  Type:Sales and Advertising 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 bought a SUV from this dealer on 5/25/23. I paid in full with cash. It is now 7/26/23 and they have not provided me with a tag or title as of yet and the temporary tag expires on 7/28 (they extended the temp tag once). They are now at the point where they blatantly ignore me despite my efforts to communicate with the sales **** ******* Manager, and General Manager. I am in the unfortunate position of having a vehicle of which the tag expires in 2 days which will make it illegal to operate. This dealership is staffed by people that have no honesty, no business ethic, no communication, and no desire to treat me a like a human being. The mistreatment may be partially or entirely due to my race as an Asian man so there could be a racist element to their conduct as well. Would not recommend this to dealership at all.

  Business Response

  Date: 08/01/2023

  Thank you for the opportunity to respond to ************ concern.
  We are in direct discussion with ********** to resolve his concern.  He has received his registration and is awaiting the **************** ********** of ***** Vehicle  to send him the title to his vehicle. 

  
  Sincerely,

  
  *******************************
  General Manager
  Jaguar St. Petersburg / Land Rover St. Petersburg

• Initial Complaint

  Date:02/18/2023

  Type:Product 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 am from ******** and bought a car from Jaguar/Land Rover Saint Petersburg. This was an out of state purchase. Included in the sale was ************** Vehicle Administrations (mva) registration fee and surcharge equaling $187. I received my temporary registration (a $20 mva fee) but I have not received my full registration. I have called the Jaguar dealer several times and I get the run around. First they stated that I received my registration , then they stated that I didnt get my inspection completed. Both of these are false and I resent documents to clarify. When speaking to the **** they stated that the title, temporary registration and tax was paid but not the $187 registration fee. The *** advised me to pay the fee and request a refund from the dealer. This will avoid late fees and dead tags.The dealer stated that a refund cant be issued because the General Manager is out of town and he wont return until the 18th, conveniently on the day my temporary registration expires. The dealer also sent me two documents. One was a spread sheet of everything they paid to the *** and another was a copy of the check to the ***. This however, only proved that they have poor bookkeeping because the number amounts were not the same. Nor were either of the number amounts the same as the amount as it appeared on my original paperwork. At this time, I have requested this to be resolved long enough and I have 2 days before my temporary registration expires. I am left with no choice but to pay for the registration and hope that the dealership refunds the $187 to me. I am requesting assistance from BBB to get this refund. Thank you in advance

  Business Response

  Date: 02/24/2023

  BBB 19418294
  
  
  
  A recap of events:
  
  On 12/23/22, ****** was sent a DocuSign with all of the documents which were signed the same day.
  
  On 12/23/22, we sent out documents that required wet signatures for ********. *** notified ** they had a sortation delay, so it did not get to ****** until 12/28/2022. ****** returned it to us immediately, and we received it on 12/29/22.
  
  On 01/01/23, ****** received his vehicle with a temporary valid until 01/28/23.
  
  Since we still needed to receive the physical inspection form from ****** that the *********************** required, we submitted those docs using the ******** Temporary State Inspection Waiver Form VR-129.
  
  We did not get the physical inspection form from ****** that was required by ******** from ****** until  01/19/23, the same day ****** had it done.
  
  On 01/20/23, we shipped out the ******** physical plate and temporary registration, and ****** received it on 1/23/23. The registration certificate showed an expiration date of 02/18/23 because we had used the ******** Temporary State Inspection Waiver Form VR-129 to get the registration done, as we did not get the inspection from ****** until 01/19/23.
  
  On 02/06/23, ****** texted *************************,  Crowns Finance Business Director, that the temp registration expires on 02/18/23 and that he was still waiting to receive his regular registration. ****** was under the impression that ****** meant his temp tag was about to expire, so he set a reminder on 02/13/23 to request another temp tag to be sent to ****** before 02/18/23. ****** sent an email on 02/13/23 to our title clerk, whose response was that ****** had received his physical plate already.
  
  On 02/13/23, *******, one of our F&I managers, spoke with ****** because **, who was knowledgeable about the deal was off.
  
  After that, ** did not follow up w/ ****** on Tuesday or Wednesday as TJ should have, and I apologized to ****** for that. Since then ****** has been overnighted a refund of $298.95 for overage taxes today, and a copy of the check and overnight *** were provided to him. We informed ****** again that we do not and cannot keep any overage charged for taxes we always refund any amounts found to be in excess of the charge from the DMV.
   WE apologize for the inconvenience as we have communicated to ******.
  
  If you should have any other questions please contact me.
  Respectfully,
  *******************************
  General Manager 

  Customer Answer

  Date: 02/27/2023

   
  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.

   

  Please close out 19418294 .

  It has been resolved.

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