ComplaintsforZeigler Jaguar Land Rover of Schaumburg

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I dropped my car off there a squeaky noise I heard while driving. They kept the car for almost a month. Gave no loaner the whole time. I had to constantly call to speak to someone for an update on my vehicle finally I get a call back they tell me the car is ready but its overheating. The car was not overheating when I dropped it off. They offered me no explanation as to why it was happening said it may be the thermostat but wouldnt know until they tried that first so basically Im supposed to pay for things that they arent for sure of

  

  Business response

  07/12/2024

  Regarding Mr. ********* vehicle:

  The vehicle arrived to have a fluid leak diagnosed and previous repair estimates completed.  There was an active coolant leak when the vehicle arrived and this was driven into the dealership with low coolant on 5-30-24 .   The previous estimate from 9/26/23 for coolant repairs required the replacement of the water pump, coolant outlet pipes and coolant crossover pipes was declined and the vehicle was picked up and driven away.  The damages created to the engine were caused from the continuous driving of a vehicle with an active coolant leak.  

• Initial Complaint

  11/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  To whom it may concern,I traded my 2018 Range Rover Sport on 08/30/23. I originally bought this vehicle on April 2022 and added services from Safeguard that my finance advisor ********************* recommended. I was a little hesitant at first as I trade cars really often but he assured me these services could be refundable if not used to the duration of the contract. I am a 70 year old elderly woman so I trusted **** in good faith. I contacted **** and submitted all the paperwork he asked of me on early September 2023 so he could process my refund. He assured me refunds only take ***** days until receipt of check. It has been 11 weeks since I requested the refund and I keep on getting the run around from this dealership regarding my check. I am seeking the refundable services paid to SAFEGUARD in the amount of $9,385.Please help.***************************

  

  Business response

  11/09/2023

  This refund has been issued for the cancellation to *************************** in the total amount of $5024.84.  ********* tracking number for this refund is **** **** 8398.  A copy of both the check, and ***** tracking information are attached.

   

  If there are any further questions, we are happy to assist.

   

  Sincerely,

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

  General Manager

  Jaguar Land Rover Schaumburg

  Customer response

  11/09/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  06/19/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a Range Rover velar back on2/26/2022 at 33k miles with a **** down payment . This night I took the car home it had a gas leak in the cabin brought the car back, Monday after having to bring the car back over a course of 3 weeks for various different issues after battling them they switched me into another a 2019 Range Rover velar 3/19/2023 this car seemed to be better, but I was wrong. June 2022 a month after purchase car engine is shaking at idle and the double screens were going out, took car in to the dealer. Get the car back August of 2022 engine light on car is shaking bad coolant lamp on. Take the car in some very in depth engine work was done had my car for 30 days. September of 2022 take the car back I. Car ******* coolant again has the car for a couple weeks some more work done. Have to contact the engeneers because the cause of coolant evaporation is unknow is what I was told. Nov 22 car returns for lose of coolant issues they keep the car again all the while Im asking for a new car . Feb 2023check engine light and coolant evaporating again ***************** still has no clue why. Keep the car again. May 2023 call in the bring the car In coolant light is on and off and now it stays on. Appt for may 27. May 26 while ** driving on the eway battery light come on and the a hot warring for the car. I get off at the nearest exit get out the car to let it cool down car catches fire. The amount of back and forth with this, the amount of time they have had the car that I only purchased a year ago. I want my **** down payment back. No one has offered me anything. Not assistance with getting a new car not nothing but a laugh in the face. My insurance will handle the finance company, the financial company had paid the dealer, who pays the consumer I am out of 20k dollars with the down payment and monthly car notes. They have basically said s**** me not to mention I could have been Stuck in that car. Ive been to the hospital for therapy ******* work hours.

  

  Business response

  06/20/2023

  Zeigler sincerely apologizes for the troubles that you have had with your vehicle. Unfortunately, vehicles require maintenance and occasionally have parts that fail.  Zeigler does its best to diagnose and repair vehicles, but much like doctors treating complex human bodies, sometimes the underlying cause of the ailment is not readily apparent.  As you described in your complaint, the cause of the coolant evaporation was unknown and was scheduled to be further diagnosed.  Your vehicle experienced a failure before it made it to the service appointment. Your frustration is understandable, but Zeigler did not cause your vehicle parts to fail.  

  Customer response

  06/20/2023

   
  Complaint: 20206136
  
  I am rejecting this response because:

  prior to the car catching fire within 7 months of having the car you guys have had my car over half of the time that I have been the owner. My car has been in service on 6 different occasion for either the same issue or an even worse issue. All work done under warranty, I gave you ample time to correct the situation or fix the car and as you just stated you guy could not find the real cause after trying to fix it 6 times aside from the engine work done on the timing chain which is you guy going in my engine. After the 4th attempt I should have been given a new car by lemon law I have to give you time a few try before we can deem it a lemon. I am sure 6 times is considered that. You guys have done so much work under my hood and no one else has EVER touched my car buy you. You should have have kept the car if you new it was evaporating could not find a solution as to why, but new that coolant evaporating could cause more damage the the engine you admitted that you had no cause, but was aware it was leaving. I am due a replacement vehicle and you guys know it. No one warned me of the dangers of coolant evaporation and what it could do to the car if it is not rectified. *** invested my hard earned money as a single parent and you guys have taken advantage of me. Not to mention this issue with my ppw.  Your ego and pride and reluctance to say yes we could have done some things different how can we fix this show a real reason why you should not be in business. Not one of you has said we are sorry, I could have died Im missing money, my business is my car. I gave **** dollars down and 970 for a year I am out of 20k dollars becasue you could not be honest ad just say we dont know lets get you something different. The am out of stress I have been under since purchasing a car from this dealer is unimaginable. I can respect if I bough the car march 15 and never came back for anything and then a year later the car caught you have every right to say now. You service center has seen me every month or every other month since I purchased the car. And not for minor thing all 2 week to 30 day stays for the work that needed to be done. And you are telling me you have nothing to help me. That insane. I will be adding the service invoices shortly 

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

  

  Business response

  06/21/2023

  What happened to you was very unfortunate.  Zeigler's first response to you was to extend a sincere apology, so your statement that nobody has apologized to you is incorrect.  Please understand that lemon laws do not apply to used vehicles.  As you have mentioned, your vehicle repairs were done under manufacturer warranty.  Zeigler did not manufacture the vehicle, nor did it manufacture the parts that failed.  Your frustration is understandable, but it is misplaced.  

  Customer response

  06/21/2023

   
  Complaint: 20206136
  
  I am rejecting this response because:

  I purchased the car from you all, not the manufacturers, the lemon law does apply to used cars federal wise it does. You guys have taken advantage of me and you can make this right. You just choose not to. You guys are fraudulent all the way down to my  7500 that is not showing on my ppw. I am requesting my refund this will not stop here 

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

• Initial Complaint

  06/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Business is ******* land rover in schaumburg. The dealearship or Hunter my sales rep placed several holes in the front of my vehicle to place there make shift license plate i did not ask for this and the holes were drillled in the front so when i removed the plate it will rust when it rains. i tried to call dealership and my sales rep ****** but im getting the run around so im currently going thru my insurance company i feel i should not have to got thru my insurance company. my sales rep has been avoiding my calls also when i drove off the lot with vehicle the coolant light came on and my FOBS to my vehicle did not work. I paid a 500 dollar deductible for the repair and 20. 00 bucks for my fob that still dont work i have to make an appt and get a loaner so they can investigate this problem further. not pleased with my treatment at all.and the no response from the dealership

  

  Business response

  07/01/2023

  Thank you for your message.  To date, we have not heard from ***** once since she was informed that it was state law that the front license plate be installed.  This pre-owned vehicle had the front license plate bracket was already installed before her purchase, and the vehicle was on the showroom floor. She completed a test drive and a full visual inspection of the vehicle while present at the dealership. There was no reason for her to believe that the front license plate bracket was not installed prior to her purchase.

  When she informed me that one of her key fobs was not working, we indicated to bring it back to the dealership and I will replace the battery free of charge and if that doesnt fix it, we will repair or replace the key fob and she did not respond or return to the dealership to get it addressed.  We are happy to address this when able and convenient for the client.
  
  

  Customer response

  07/07/2023

   
  Complaint: 20155888
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********************** 
    
  We did not do a walk around the vehicle but just say we did since ******* is implying that the customer is wrong and they are always right. Your company had sn amateur put the plate on i would not of noticed that with a walk around the vehicle. There is no reason your staff had to place six to eight holes to apply a license plate. Conveniently these holes were covered so i could not see the mess behind the plate and as far as the fab goes if the sales person would of took the time to check the fab he would of realized that it need more than just a new battery. And secondly why would he tell a customer to come back from out of state. That fab was defective as i had to find out from a different land rover dealership they had to replace it with another fab something your dealer could of recognized if he took his time and patience with a customer and by the way i also have to get vehicle service for the radio. Just all bad experience. But yes ******* dealership blame your customer like u normally do. I guess when he drove the vehicle for inspection prior to me picking vehicle up it never went out the radio bc as soon as i drove it off the lot it occurred im sure thats my fault also. But thank you for your time and the wonderful car you sold me and thank you for the wonderful care you took with me. I had such a wonderful experience nottttttttt

  

  Business response

  07/07/2023

  *****,

  Were sorry for your experience, but its unclear how we could have done anything to help since you did not bring the car back or contact the dealership with your concerns. 

  Thank you,

  Zeigler Jaguar Land Rover Schaumburg

• Initial Complaint

  12/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had 3 issues. Issue #1: Water leaking into the car. They said a piece on the lower windshield needed replacement. Before I OK'd the repair, I asked if they checked the sunroof drain holes. They said yes, they were not plugged. $400 and a couple weeks later it rained. I open the door and water poured out from the passenger side. I brought it back in. They now say the sunroof drain holes ARE plugged. How is that possible? I never used the sunroof in the few weeks I received the car back. They failed to properly check the drainage holes and instead replaced an unnecessary part.Issue #2: Suspension light comes on after a few minutes of driving. They said it was a bad switch. $500 later and 5 minutes down the road the same light comes back on. That was obviously not the issue.Issue #3: During all these visits, I also had a parasitic battery leak they were trying to fix. They replaced the battery and alternator (I already replaced these, but they insisted I had to use Land Rover parts). They also replaced the instrument cluster and a fuse box, however, there is no evidence to show they did since they refused to give me the old parts. I still had the parasitic leak. They asked me to bring it back in. After 7 months of waiting, there is no evidence they did anything. They could not even print me out a service record as **** admitted there was nothing in their system and that the vehicle sat in their lot for extended periods of time.They have had my vehicle for 5 service visits/kept it for almost a year total. Every part they replaced was unnecessary and I still have 2 out of the 3 issues unresolved. I asked for a $4000 refund out of the $7000 I gave them, but **** refused. Instead, he said they would fix it on their dime, but it just sat in their lot for 7 months while claiming they couldn't reproduce the problem - a problem that I have never failed to reproduce.

  

  Business response

  12/19/2022

  Zeigler has been in communication with this customer to work out his issues.  The customer's vehicle is older and has intermittent issues, making service of the vehicle somewhat difficult.  The customer has scheduled an appointment to bring the vehicle back in.

  Customer response

  01/03/2023

   
  Complaint: 18566139
  
  I am rejecting this response because:

  Hi - I must have missed the email about the businesses response as I get many emails and sometimes these can get buried.
  

  
  

  The business has responded.  They have agreed to take the vehicle back and look into the issue's once again.  The director of service is now involved and he appears to be taking all the right steps unlike how it was handled before.  However, the car is not yet fixed, I am still out $7000 with nothing to show for it but I am cautiously optimistic that they will do the right thing.

  
  

  I'm not sure how to leave this complaint considering the above but that is where it stands at the moment.  Thanks you for your quick responses and I apologize that I missed these recent updates.  It would be nice in the future for extra email reminders for those that did not get the first email responses before closing the complaint.

  
  

  
  

  Best Regards

  
  

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

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

  

  Business response

  01/09/2023

  As the customer stated, ********************** is working to resolve his issues.  

  Customer response

  01/18/2023

   
  Complaint: 18566139
  
  

  Although I sincerely appreciate Land Rover's recent effort to resolve this issue and the high level of communication, as of 01/18/2023 the issue has not yet been resolved.  I understand that it may take some time and I'm OK with that as long as it's within reason.  I am not rejecting this response but based on the long drawn-out history, I cannot yet accept it either until we know the outcome of their investigation.

   

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

  

  Business response

  02/01/2023

  As the customer indicates, ********************** is working with him to resolve the issues.  There is no process for leaving a BBB complaint open just because a resolution has not yet been reached.  Leaving it open requires responses, which is a waste of BBB resources.  

• Initial Complaint

  11/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  When I contact the dealership about a car they had online they told me it was in prestine condition. After looking through the ad and talking to the dealership (******************* was the sales rep) I decided to put a deposit down on May 6, 2022. I purchased the vehicle on May 14, ************************************************************ on May 26, 2022. From day one when we drove it the check engine light came on. We took it to a *** dealership in our home state. They would turn off the check engine light and even replaced some parts to try to fix it. After the 3rd time of bringing it in and not being able to keep the check engine light off the *** dealership started to dig deeper. The car itself had alterations done to it and was causeing alot of promblems to the car. The *** dealship was suprised it even got into my state because it could not even pass emissions. Furthermore the car was so altered that it now voided our warranty with ***. We contacted Zeigler Jaguar Land Rover of Schaumburg dealership right away. We asked for a manager and got a gentelemen named *******************. We were first told they are not a *** dealership and how were they suppose to know? They proceeded to tell me they had bought it from a auction and that is how it came and was my promblem now but they would try and help resolve the issue. They paid for the *** dealership to do a full inspection on the vehicle. The inspection showed everything that was wrong with the vehicle and what needed to be fixed in order to restore it back. The estimated price was $22,143.54. Zeigler Jaguar Land Rover of Schaumburg didn't even call us after the inspection but paid the dealship and let them tell us the bad news. On September 6, 2022 **** emailed me after I have been calling and emailing multiple times and said he was working on a solutions. After a month of silence and calling multiple times, I finally got an email from **** saying he would call me, which never happend. Then I recieved an email on October 5th from ****, stating they would take the vehicle back but at a discounted price leaving me with around a 20k loss. I wrote them back, I felt they should refund me the full amount and to give me a call so we could discuss, no response. Now it is November 22, 2022 and I have emailed and called every week with no response. I left a message for the general manager today ********************* hoping they will at least respond so we can get this resolved.

  

  Business response

  11/29/2022

  The dealership contacted the customer on receipt of this complaint and is presently working with the customer to resolve the issues.  

• Initial Complaint

  06/22/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased a 2019 Range Rover from Zeigler Land Rover on March 8. They received full cash payment for the car via wire transfer on March 11. We paid to have the car transported here to *******. We still do not have a title for the car. We have called, emailed, and left voicemails with no resolution. I have spoken to the customer service manager several times. The temporary tag- a 3 month temporary tag has expired. We can't get any information from the dealership on the location of the title. We own the vehicle outright and can't register it in the **************** with no title.

  

  Business response

  06/28/2022

  Management for Zeigler has apologized to the customer and explained that an error was made in processing the title with the state. Unfortunately there is nothing that Zeigler can do to expedite the title processing.  

  Customer response

  07/02/2022

   
  Complaint: 17461005
  
  I am rejecting this response because:It is July 2 and we still do not have the title to the car.  I have a car I am unable to drive the temporary 3 MONTH tag I was given is EXPIRED. 
  
  Sincerely,
  
  **** & *****************************

  

  Business response

  07/08/2022

  We understand the customer's frustration, but unfortunately there is nothing Zeigler can do to help this along.  This is the State of ********. They had a glitch in their system putting wrong dates on titles and now they have to fix all the errors and it has backlogged their whole system. They are not accepting phone calls only emails that take weeks to get answers on.  We are stuck at the mercy of our own state.  Zeigler has tried calling and emailing the state several times, to no avail.  

  Zeigler apologizes for the inconvenience.  

*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. ↩