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:10/31/2024

  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.

  To Whom It May Concern at the Better Business Bureau,I am filing a complaint against Land Rover *******************, **, regarding unresolved issues with our Land Rover purchased in July 2024. Since then, the check engine light has come on, and we were informed of two tubing leaks and a recall for the **** battery, which failed after an update.I was quoted $2,300 for repairs, with the explanation that it was an update software issue, not a battery problem. After contacting the *************************** I was told I could not speak to a supervisor because the vehicle is in my husbands name, even though we both purchased it together.This experience has been disappointing. Georgia law mandates that warranties must be honored under the ********-**** Warranty Act and protects consumers against unfair practices under the Georgia Fair Business Practices Act.I will not stop until my vehicle is repaired, and I am prepared to take legal action if necessary.Sincerely,******* *****

  Business Response

  Date: 10/31/2024

  Wrong store contacted.

  We are in ***

• Initial Complaint

  Date:04/11/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 took my 2017 Range Rover for my usual servicing and to install new brake pads. A week later my truck stop working in the middle of the road. I was told that particles had fallen into the engine and the cost to fix is $****** for a new engine. I have asked what could have the issue and I was told that lifespan of the car can vary. Mind you, I was NEVER told there was any issue with engine and there was warning no light on dash indicating there are issues with the engine or car at all. I do not have ****** to spend on a less than 10 year old car. I dont understand if I brought my car for a service the prior week, what will cause it to break down the following week? Please come to aid!!!!

  Business Response

  Date: 04/11/2024

   

  This client has been working with our service department in regards to their vehicle.

  This vehicle has exceeded manufacture warranty due to time and miles.

  Below is the response form our service manger regarding the most recent issue.

   

  This vehicle is here now. It is a 2016 Range Rover Sport with ******* miles currently. It was towed in with customer concern , red warning light came on while vehicle was stopped and vehicle turned off. ******* & tech both looked at this and engine will not turn at all. Removed drive belt to ensure alternator is spinning, it is. Engine still would not turn, seized internally. Weve offered a discount which was declined by client. Client is in our loaner as a temp courtesy.
  
   
  
  Best Regards,
  
  *******************
  
   
  
  Service Manager
  
  Ray Catena Motor Car Corporation
  
  *********************
  
  Edison, NJ 08837
  
  Phone: *********************
  
  Fax: *************
  
  [*************************************************************]*************************************************************
  
   

  
  

  Customer Answer

  Date: 04/15/2024

  
  Complaint: 21561442
  
  I am rejecting this response because:

  
  1.Red warning light- when the car stopped a red warning never came on. the person that towed the car also was shocked that the car gave no indication of failure.

  
  2.discount that was offered: please confirm what discount was offered to my reconciliation,I never had a discussion about a discount I remember being asked to provide $19,000.00 for a brand new engine.

  
  3. Engine seized internally: when I brought my car for service three weeks prior, to the day the car stopped working,no warning in regards to engine was made or brought to my attention . if there was, please provide the complete history of the services rendered to my car since the purchase of the car. I have never serviced my car any other place.

  4. ?thank you for the loaner.I appreciate it since I require a car to take me to and from my work place.

  
  Regards,
  
  *****************************

• Initial Complaint

  Date:04/12/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  My truck was purchased in 2014. My truck has less than ****** miles and kept in mint condition. My truck just went into Ray Catena of Edison ********** in October 2022 for a suspension failure. After examining the car I was told that the entire undercarriage of the car was rusted. It cost me over $34,000 to repair my truck. I am unhappy with the situation and this truck has gone back to Ray Catena every year since I purchased it for servicing and no one ever mentioned any rusting on the undercarriage of the car. All forums complain of this which means poor materials were used. *** Catena had my truck for 5 1/2 months.

• Initial Complaint

  Date:02/24/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Dear Better Business Bureau,I am writing to file a complaint about my 2016 Jaguar XF with VIN *****************. Since purchasing the vehicle in 2020, I have had to undergo several serious maintenance issues, which has been very concerning for me.One particular issue has been with the center lock system for the doors, which caused the car to not lock. I had to change the system, but I am now experiencing the same issue again in 2023. When I contacted the advisor at Ray Catena Edison **, I was informed that all the doors were changed except for the driver's door, which now needs to be replaced.I understand that cars require maintenance, but it is extremely disappointing to have such a significant issue occur twice in such a short period of time, especially with a luxury brand like Jaguar. I have lost faith in the reliability and quality of my vehicle, and I am concerned that other customers may be experiencing similar issues.I have attempted to resolve this issue with Jaguar ***, but I have not received a satisfactory resolution. I believe that filing a complaint with the Better Business Bureau is my next course of action. I am hoping that you can assist me in resolving this issue in a fair and reasonable manner.Thank you for your time and attention to this matter.Sincerely,

  Business Response

  Date: 02/25/2023

  Tell us why here...Below are the facts of this case, feel free to edit as you seem fit:
  
  ************** brought his 2016 Jaguar XF to Ray Catena on February 20th, 2023 with a complaint that his driver door would intermittently lock. After further diagnosis, it was determined that the driver front door lock actuator assembly is faulty. Client was provided an estimate which he approved, parts are on order and client is scheduled to return to complete the repair when parts arrive. During the visit in May 2021 at ****** miles, Mr. ****** passenger rear door latch was replaced. Two different doors, two different concerns. *** Catena did offer a discount on his service and will continue to support on his upcoming repair within reason.
  
  
  Best Regards,
  *******************
  
  Service Manager
  Ray Catena Motor Car Corporation
  123 ************************************************* 08837
  Phone: *********************
  Fax: *************
  *************************************************************

  Customer Answer

  Date: 02/26/2023

  
  Complaint: 19491472
  
  I am rejecting this response because:
  
  Thank you for your response. While I appreciate the offer of a discount on my upcoming repair, I am still quite frustrated with the repeated door lock issues I have experienced with my 2016 Jaguar XF. When I purchased my Jaguar, I did so with the expectation that it would be a reliable and high-quality vehicle that would require nothing more than regular service. Unfortunately, that has not been my experience.
  As a customer, I do not have control over the service and maintenance of my vehicle. I trust that the dealer will provide the necessary maintenance and repairs to keep my car running smoothly. The fact that my vehicle has had to undergo multiple repairs for the same issue within a short period of time is a cause for concern.
  While I appreciate the discount on my upcoming repair, I believe that the responsibility for this issue should lie primarily with the manufacturer and not the customer. As a loyal ********************** customer, it is disappointing to experience these repeated issues and to feel like the reliability of the brand is not up to the standard that I expected.
  Thank you for your attention to this matter. I hope that we can work together to find a resolution that will address my concerns and restore my confidence in Jaguar as a brand.
  
  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:01/03/2023

  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.

  We had out 2018 Land Rover Discovery towed in on 12/27/2022. When *********************** called me he told me that it was the battery and the car would be ready on the 12/28/2022. He then called back and said the error was still showing and it may be the alternator. When I called to make the appointment I told them I thought it was the alternator as well. I had taken the car to both ***** and Good Year and they tested and said the batter was good it was something else and they didn't feel comfortable working on it. So that's why I Towed it to Ray Catena. They replaced the batter for over $500 when it didn't even need to be replaced. On 12/29/2022 ***** called me back and said it was not the alternator it was a belt and that is another $500 + and I should have the back the next day and I didn't. I had to rent a car at over $50 a day. ***** was out on 1/2/2022. Someone else called me back and said the car was done, they were keeping over night to test everything and make sure it was good. No one called the next day. I had to keep calling to get in contact with ***** and then he told me that parts are in but the tech isn't so it will not be completed. This is the worse service center around. I will never buy another car from them. I have bought my last 3 ******** from them I will never go back...

  Business Response

  Date: 01/04/2023

  The vehicle was towed in on 12/27/22 at 2pm for a no start/low battery message on dash. Vehicle was in the shop the following day for diagnosis. The battery failed the test and a new battery was recommended before any further diagnosis can be done. Battery was approved by ******************** then replaced. After, further diagnosis revealed that there was an internal fault with the belt tensioner. Tensioner along with the belt would need to be replaced. Additional work was approved by client, parts were ordered and arrived on 1-3-22. ***** was not present on 1-2-22 and we apologize for the inaccurate information that was supposedly provided with regards to the vehicle being done. As stated above, the parts hadnt even arrived at this point. On Tuesday 1-3-22 at approx 530pm, service manager, *******************, did speak with the client and explained the situation at hand. Vehicle was worked on 1-4-23 and completed on 1-4-23 at 2pm. ******** was contacted by *****, went over all the repairs in details. Client acknowledged completion and said his wife will pick it up same day.
  
  Best Regards,
  *******************
  
  Service Manager
  Ray Catena Motor Car Corporation
  123 ************************************************* 08837
  Phone: *********************
  Fax: *************
  *************************************************************
  

• Initial Complaint

  Date:11/16/2022

  Type:Delivery Issues
  Status:

  UnresolvedMore 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 going through the most horrific situation with Range Rover. My car have been sitting in the shop since December 2016. Range Rover have been back and forth with the shop thats in charge of doing my the work on my vehicle. I have been waiting on a part that Range Rover order from Europe from ever since, apparently my part made it from Europe and was delivered to the wrong address. I did my own investigation and found out from DHL that my part was delivered in ******. The parts manage ********************* told me on phone and by email that my part would be here on a specific date months ago and then all of sudden dont know where my part is, the part information literally vanished thats when I decided to do my own research and found out it was delivered somewhere else but nobody wants to tell me the truth about. They have been giving me the run around for months. I call there constantly and all I get is nasty attitude like I am not suppose to be aggravated waiting for almost 1 year for my truck to be repaired. The customer service is DISGUSTING!!! Now am calling customer service in North America hoping to get some type of answer as to where my part is? When is it coming? Any solution to this matter? What should I do? How are you guys gonna help me? and nothing, nobody is helping me, nobody is giving me any answers. Mind you this truck is a 2022 Range Rover That I didnt even get the chance to drive the entire year of 2022. I NEED SOMETHING TO BE DONE ASAP. This is unfair and I am desperate for some answers and some help. I WILL NEVER ADVISE ANYONE TO PURCHASE A VEHICLE FROM RANGE ROVER . I dont have enough words for what am going thru, a total nightmare and whats worse is them telling me NOTHING everyday a bunch of false promises and uncertainty.

  Business Response

  Date: 11/27/2022

  Good Afternoon,
  
  November 18th, 2022
  Ray Catena Motor Car
  123 S Main St, Edison, ** 08837
  RE: BBB Complaint ***********************
  
  To Whom it May ******************** received the concern in question here regarding *********************** with a few discrepancies. ****************** vehicle is not at Ray Catena, it was involved in a collision and is at Quality Auto Body. There is a part that is Made to Order (MTO) that is still outstanding. Ray Catena has ordered the part from the manufacturer & escalated the part inquiry. **************** has also contact Land Rovers Customer **************** and they are working to process the part inquiry with client. As a dealership, we can order and escalate the part inquiry, we do not manufacture nor ship the part. We empathize with **************** and understand her frustration. Ray Catena will continue to work with Land Rover, customer relations & client to ensure prompt arrival of said part. Ray Catena does not control the challenges due to current global supply chain concerns.  
  
  
  Best Regards,
  TJ Trivedi 
  
  Service Manager
  Ray Catena Motor Car Corporation
  123 ************************************************* 08837
  Phone: *********************
  Fax: *************
  *************************************************************
  

  Customer Answer

  Date: 11/28/2022

  
  Complaint: 18416417
  
  I am rejecting this response because:
  
  Ray catena is fully aware of the situation, yes the car was in a collision last year dec 16 and ray catena is the one working with quality auto to resolve my issues however ********************* at *** catena was the one involved in my situation and told me my part will be here 100 Fridays ago and he was positive and gave me a tracking number from dhl for the part, believe me at that moment my hope was up and was relying on ********************* 100 percent. Then all of a sudden **** is gonna tell me he dont know where the part is and I said did it disappear in thin air or did someone steal it and you dont wanna tell me and his exact words was its possible Ive seen so much things happen. I was so angry I mean after waiting for over 6 months. I will not take back my words and I have no reason to lie, the order came off MTO status long ago and you guys are taking me for a fool about global support issue. I need something to be done IMMEDIATELY, because who feels it knows it and this is going on far too long. Unacceptable on so many levels and Range Rover is at fault. Its been months since that happen and still nobody can tell me where my part is. Everybody is confused, no answers, no explanation, no nothing but pure uncertainty and thats why am very frustrated and extremely upset. I had to call dhl myself and investigate this matter and they told me my parts was delivered somewhere else which is a 8399 lowson ***************** ******* ******. I informed both ray catena and quality auto of this matter and nobody is following through. This is brand new car I bought and am actively paying all my payments despite the situation. This is cruel and something needs to be done.

  
  Regards,
  
  ***************************