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:12/04/2024

  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 am writing to express my deep concern regarding the recent service experiences I encountered at Land Rover of Jackson concerning my vehicle. On Friday morning, November 29, 2024, I brought my car in for routine maintenance to check coolant levels and to address a hood latch issue. After being informed that a new water pump was necessary, I reluctantly approved the repair. However, after receiving notification that my vehicle was ready, I surprisingly faced overheating issues just a few miles from home. Upon returning to the dealership, I was told that further diagnostics revealed problems with the rear engine pipes, which I also reluctantly approved for repair. To my shock, on December 4, 2024, I learned that a new engine would be required, with costs exceeding $20,000. I find it unacceptable that the dealership could conduct three pressure tests and fail to identify a head gasket issue. There was no sign of coolant in the oil or smoke from the exhaust at any point during my visits. On top of that, They have not responded to my email or text message. I feel like they are avoiding our correspondence being documented. This has led me to question the competency of the diagnostics performed. I have detailed documentation of all repairs and would appreciate your assistance in resolving this matter. Please contact me at ************ or ************************ at your earliest convenience.

  Business Response

  Date: 12/04/2024

  The customer called us on November 18th to schedule an appointment for his low coolant concern. After getting an appointment set for 11 days out,  the customer brought their vehicle into our shop last week on November 29th, 2024 with a "coolant level low" concern, a broken hood latch, and multiple error messages on the instrument cluster. Our service department advised the customer that the water pump was leaking coolant and gave an estimate. We also provided pictures of the coolant leaking from the water pump to the customer. The customer declined a hood latch repair and declined any further diagnosis for the multiple warning lights, but did approve replacement of the water pump. After the customer approved the coolant repair, we replaced the water pump that very same day. We performed pressure tests before and after, with the test after showing sufficient pressure in the system. The customer picked their vehicle up on the evening of the 29th. We communicated quickly and efficiently with the customer that day, providing a same day repair. The customer returned the vehicle to us on Monday, Dec. 2th, stating the coolant level was low again. We brought the vehicle back into the shop, performed a pressure test, and discovered a small coolant leak coming from the seals on the rear crossover pipes on the back side of the engine. Unfortunately this leak would not be discoverable without the proper coolant pressure being pushed from the water pump. We provided an estimate that very same day, and performed the work after getting approval. Once the work was finished and the coolant system had sufficient pressure throughout, we discovered the cylinder head gasket had been damaged from overheating of the engine. Unfortunately, without proper pressure stemming from the water pump and crossover pipes, we would not have been able to identify a concern with the cylinder head gasket. We performed the necessary and proper steps in our repairs/diagnosis, communicating thoroughly with the customer throughout the process and advising him of any further concerns we found along the way. We notified the customer of a damaged cylinder head gasket due to overheating of the engine, and we currently stand awaiting a decision. 

• Initial Complaint

  Date:06/06/2024

  Type:Product 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 own a 2021Jaguar F Pace. On May 16,2023 I visited the Jaguar Retailer for my scheduled service. Prior to the visit I had been calling the retailer for months and finally spoke to a manager by the name of *** ****** who scheduled the service for my vehicle. Upon arrival to the business for my scheduled maintenance I was told that the service center was backed up and to come back after lunch per **** *******. Keep in mind I drove an hour and half for the service and no one checked me in upon my arrival. I waited hours for the service to be completed and was charged 325.00 for a service that was supposed to be free of charge since the retailer could not get me in for scheduled maintenance. The retailer is not trying to give me a refund because they are saying I am at fault for not getting the vehicle to them timely. Which in actuality they are at fault because they are the ones who scheduled the appointment outside of the timeframe. No one has returned phone calls and I have left countless messages. I checked with several other retailers who stated that I should not have been charged service and to request a refund. It is so sad when consumers are mistreated when trying to get matters resolved.

  Business Response

  Date: 06/21/2024

  I'm sorry to hear about your situation. Unfortunately, it's something we struggle with as well. Jaguars have to be right in the specific time interval for Jaguar to reimburse the maintenance. That's not something we control at the dealership, but we do a pretty job getting Jaguars in quickly for maintenance work 

• Initial Complaint

  Date:03/15/2024

  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.

  The interaction occurred on March 15, 2024 at approximately 4:20pm cst. I arrived at the dealership after my brake light came on on March 14, 2024. I initially thought the light would go off after I stopped the vehicle, turned off the ignition, and crank the car back up. I then realized that the light did not go off despite me trying numerous interventions. I attempted to call the dealership on yesterday and was unable to reach anyone. I left 3 voicemails in an attempt to contact someone about my vehicle. I called again today and left a voicemail but never heard back from anyone. This is not the first time that I have contacted this dealership and left messages with the messages not being returned. Therefore, I presented to the dealership in person. Upon arrival, I explained to the cusomter service representative *****. ***** preceeded to tell me that the next availability was not until April 4, 2024. I said sir, these are my brakes we are talking about and not an oil change. I asked if there was not a way for my services to be done within the next week. He said no. I asked if there was anyway I could get a loaner as I fear continuing driving my car with it having break issues. This is a major safety concern to me and my children. He said no. I became frustrated and recorded him saying that my concern for my life did not take precedence over people scheduled for an oil change. He went to get the service manager ***** who is always rude. He need to be fired or let go as he has no business working with customers with the attitude he has. He also didnt care about my safety with my brakes and told me I could go elsewhere for service if I couldnt wait until the next availability. This is not the type of business that I want to spend money with if safety is not a priority of the consumers who purchase vehicles with them. I would like to have an expedited service date or a loaner car as I still have to work the next 2 weeks and have only one vehicle.

  Business Response

  Date: 04/16/2024

  *******,

  I'm sorry you had to wait a bit for us to service your car and address your brakes. As I'm sure ****** informed you, we've recently been taking in fewer cars so we can catch up on our open repair orders. I realize this may have inconvenienced you, but I do think you and other Audi customers will notice a difference going forward. 

• Initial Complaint

  Date:09/01/2023

  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.

  August 2, 2023 I dropped my 2018 Range Rover Velar to the dealership. Prior to dropoff I had a detail conversation concerning my truck and what needed to be evaluated. I did not hear from them until after I called august 14. I spoke with *** *****, service manager, he informed me he wanted to wait for his head mechanic to return from vacation before looking into my truck. Week 3 I called to get an update and he informed that it a small leak in the coolant and several engine injectors were misfiring. We agreed to move forward with the maintenance. Week 5 I was told my velar was ready pickup. I explained that I will be coming from out of town and I needed a thorough inspection/ self drive to make sure everything was fixed. *** ***** stated he would personally drive it again. That following Monday I received from crystal saying it was ready and the additional inspection was done. August 16 I picked up my truck and paid $5626.78. August 24th the same issue of what I explained and brought my truck to them happened again. I called and the velar was towed to dealership. After multiple attempts and voicemails they called august 31st saying they can't fix the issue and overall nothing they could do. My concern is this issue wasn't resolved but I have paid this service. I have tried to contract the general manager J** ***********- 601-******** and left a voicemail which no response. I would like to meet with someone that will be fair and reasonable.

  Business Response

  Date: 09/01/2023

  I'm sorry to hear about your Velar in our service department. It's my understanding the initial repair on this issue was performed at a different service center where they replaced the water pump, thermostat, and housing. I can assure you that we want to get the car back to you as quickly as possible, but it does slow us down when we have to go behind another person's work. I know *** was in communication with you and your husband today. I hated hearing about the diagnosis for your car, and I believe *** is waiting to hear how you would like to proceed. 

• Initial Complaint

  Date:08/26/2023

  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.

  1. The first oil change issue was in September 2022 in my 2016 Audi A7. The service department forgot to put the cap on after the oil change. I drove about 6 miles in the car, started smoking, and the service department told me to bring the car back. They put the cap back on and cleaned the oil under the vehicle's hood. After a few days, the oil light came on, stating that the car needed oil. Ritchey Automotive towed the vehicle back to the dealership. The dealership said there was no leak, and they did not replace the oil spilled after the cap was not put back on after the oil change. 2. Ritchey Automotive changed my oil on July 12, 2023, with 95,373 miles. On July 12, after the oil change, I noticed that my oil change symbol light was still on. I immediately told the service department that they had to take my A7 back to turn the light off. On August 12, 2023, my husband checked on the car before we traveled out of town and noticed that my car oil level was half. He was concerned because we just got an oil change a month ago. He moved the car and noticed oil spots in the garage. We had to take another vehicle. 3. On Tuesday, August 15, ****** *****, my husband, called the Ritchey Automotive Service Department and left a message concerning my car. I called on the same day, waiting for someone to call back. My husband called back on August 17, 2023, and told the operator for Ritchey Automotive we were trying to contact the service department, but we were still waiting for someone to call us back. Again, the operator connected us to the Service Department, and we had to leave a message again. No one called us back on that day. I called Audi Corporation for help. I spoke with ******** *., phone Advocate for Audi. My husband and I were on the phone and told her our issue. She took notes and called Ritchey Automotive, and we were put on the phone with *****, the Service Manager at Ritchey Automotive. My husband explained the issue to ***** and told him that we would like our car to be towed to Ritchey Automotive because this is the second time we have had problems with our car from a simple oil change. ***** was rude to my husband, unwilling to work with us, and questioned how many miles we had on the car. We were assigned a reference number, #********, and her number is 1800-********. Select prompt nine, and her extension is 43286. I sent her pictures of the mileage, which was only 950 miles from the oil change, a view of the oil spots in the garage, a picture of the oil level, and how we wanted the issue resolved. We were supposed to receive a call from ******** *. on August 24, 2023. 4. On August 24, I received a call from an unknown number that I did not answer. I questioned my husband, ****** *****, to see if he received an email or a phone call, and he said no. So, I checked the messages that were left on my cell phone. The UNKNOWN phone call was from an Audi Customer Experience/Advocate, but it was from someone other than ******** *. On the message, the call was from ******, the business office of Audi. She called on behalf of ******** *. She stated that my concerns were forwarded to the appropriate people at the dealership for review. Also, she indicated that the person noted that the service department manager called us to resolve the issue. However, we only talked to someone at Ritchey Automotive when ******* *. was on the line. NO ONE from the dealership has yet to call us! So, my husband called the number on the email and left a message, and ******** *. has yet to call us back. So, I decided to call 1-800-******** and did not use the prompts to speak to ******** *. I spoke to someone else who gave me the same information on the recording. Also, They stated that they were not in a position to help me and that I would have to call the dealership that is not calling me back. The Audi Customer Experience Advocate did not help me as a customer. I need HELP!!

  Business Response

  Date: 09/06/2023

  I'm sorry to hear about experience. We're working to make improvements, and your feedback is appreciated. I reviewed your records and verified that we checked the car fully for any oil leaks. Thankfully no leak was detected, and our technician said it was residue left from the previous visit. I believe there's some confusion regarding the oil level display on the Audi's MMI. The A7 takes around 6 quarts of oil. The oil level display is only showing the oil level for the last quart in the reservoir. I'm sure there's a reason they do it this way, but it's confusing to me as well.

  Again, we appreciate your sales and service business at our dealership. Print this out for your next visit and we'll discount the next service $150. 

  Thank you, 

   

  Jon 
  Audi Jackson 

  Customer Answer

  Date: 09/16/2023

  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. 

  Regards,

  ***** *****

   

• Initial Complaint

  Date:07/25/2023

  Type:Product 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 2016 Range Rover Sport January, 2023. In the seven months of owning this vehicle, I have had it in for repairs 8 times. Engine light is on, first time they said it was the oxygen sensor and would have to order it. Made an appointment to go back the following week only to be told the person that does that work had left for the day. Third visit they replaced the sensor, light stayed off for two weeks came back on, made another appointment to go back in and was told it could "possibly be" something else and that it would take several hours and once again the part would have to be ordered. Made another appointment for 8:00 a.m. on 7/10/23, upon arrival I was told they didn't show that I had an appointment, made another appointment for the 7/21/23, the afternoon before I was called and told again that the technician did not work on Friday's. So now I have another appointment scheduled for 8/7. I have contacted the service department three times and the calls were never returned. Tried calling the general manger, no response. Mailed a letter, no response. Email, no response. This whole situation is getting out of hand and because of all the inconvenience and total rudeness of not returning calls or other correspondence, I feel the very least they could do is discount whatever work they say it needs.

  Business Response

  Date: 07/27/2023

  Mrs. *********, 

  I'm sorry to hear about your experience. I did receive your letter asking for us to back out the car deal. Unfortunately, that's just not something we can at a later date as there are quite a few moving parts to a car deal (financing, trade, title-work, ect.). Again I hate that you're having a bad experience and I will discount the work your car needs when you bring it in on 8/7. Please print this out and bring to your appointment so our advisor gets me involved. 

   

  Thank you, 

  *** ***********
  General Manager

  Customer Answer

  Date: 07/27/2023

  I never asked them to back out of the deal, this is an insult to my intelligence.  There has never been any mention in my letter about backing out of the deal.  Just shows how close attention he paid.

• Initial Complaint

  Date:02/28/2023

  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 had been trying to get my 2013 Land Rover Range Rover into the service department for a recall since the recall had been issued. I was informed that there was a waiting list that was initially not adhered to, which I dealt with this wait list for 6 months before I was able to secure an appointment. That appointment was scheduled for 12/20/2022. I checked my vehicle in on 12/13/2022 for this recall service in turn I knew I had to wait until my actual appointment. I was told that this service would take 1-2 business days to complete. As of now 2/28/2023 my service recall is still not complete. I have been getting the run around since my original appointment. I can never get a return phone call after leaving numerous messages. The times I have received any information on why this has not been resolved that information has been that they do not have the right parts or parts were missing out of the recall kit. I finally got a to speak with a service manager this person was very rude and belligerent during the phone call. He told me that I was mistaken on when I dropped the vehicle off and that if I was that unhappy that I could just come get the vehicle and find another service center. He then told me that my vehicle would be complete by 2/24/23 but that has not happened. I have also left messages to speak with the general manager of the dealership. This dealership refuses to update me on the status of my vehicle. They seem to be uninterested in answering my questions as well as my concerns. They don't have any idea when they will get the correct parts. Within the 2 and a half months my vehicle has been there I may have had 3 time where information has been given, which I believe have been untruths. I would like to speak to someone that can be of assistance on this matter. The bad part is that I am not the only person that is having the same issues.

  Business Response

  Date: 02/28/2023

  I'm sorry to hear about your hold up. I've spoken with our Land Rover service manager regarding your car in service. We have the parts and plan to have your car back to you shortly. Thank you for making me aware of the situation 

  Customer Answer

  Date: 03/06/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and I have also spoken to once of the service advisors again, but the issue had to be escalated to the corporate office.

  Regards,

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

   

• Initial Complaint

  Date:02/04/2023

  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.

  This company has had my car for over a year. The car was dropped off in January of 2022. Because of COVID-19 they claimed that they could not get the parts in to fix the car. My husband and I have called several times and went to the dealership on numerous occasions to obtain a status update. They told us that they had the parts, however, they were short staffed. It is now February 2023 and we still do not have the car nor have they been responsive to us. I have called the general manager and he has not called me back. I have been a Jaguar customer for over 10 years. This is my second jaguar and I also had a Range Rover. The customer service is mediocre. To date I STILL DO NOT HAVE MY CAR.

  Business Response

  Date: 02/08/2023

  Mrs. ******, 
  
  I'm sorry you've had to wait so long for your part. I believe our service manager had a conversation with your husband last week. Yes, we've had issues with part delays. The good news is your the module has arrived, and we'll be installing it soon. Thank you for making me aware of this and I'll be sure to keep an eye on your repair.   

• Initial Complaint

  Date:10/01/2022

  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.

  They have had my car for four days and have willingly kept information about the repairs from me. Promising to let me know and then not doing so by the service technician and general manager and refusing to return my calls for infromation.

  Business Response

  Date: 10/17/2022

  Mr. *****, 

   

  Yes we had your car in several days as we were clear from the start that we would need VW's assistance with this type of issue. We want to get every car out as soon as possible, but sometimes it takes longer when we come across an issue for the first time. We apologize for the wait and continue to work improving our processes to get cars in and out of service quicker. 

• Initial Complaint

  Date:09/13/2022

  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 have been having problems out of my Jaquar since last year and every time I took to dealership they said because the light wasn’t on they couldn’t look at it and it was under warranty despite the vehicle cutting off in me several times on the highway. I took it up too dealership on Jan 9,2022 at 9 and they have been giving me the run around since then as of today sept 13,2022 I still don’t have my vehicle and still paying a note I’ve asked them to buy back so I can go get another vehicle and it’s always an excuse. My vehicle was a garage kept vehicle to now sitting out in the weather and still not being repaired

  Business Response

  Date: 10/18/2022

  Mrs *******, 

   

  I'm terribly sorry this ordeal has taken so long. I'm new to my role, but I can assure you my number 1 priority is getting cars back to our customers as quickly as possible. Yes we've struggled with getting some parts but we can do better. The good news is we have the new engine installed. We'll be testing it with the hopes of getting it back to you this week. Again, I'm so sorry you had to wait this long. We'll be in touch shortly with an update.