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:04/04/2025

  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.

  On February 28th, 2025 I began to realize that the plastic moldings on my side doors and the windshield have begun to peel under the plastic casing. I thought this was a one-off accident; however, over the past several weeks the peeling has occurred on almost all of the side panels of the car. I spoke with the local Landrover Dealership in town (******) and they told me that I had just missed my warranty window since I barely passed 50k miles in the past couple of weeks. I love my 2020 Range Rover Evoque and take it to the authorized dealership for every repair. I am very frustrated that the car is beginning to look terrible because of this peeling and the fact it is occurring on every side panel on the car makes me feel like this is a much broader issue than a one off situation with this car. I was going to look at getting a new Range Rover later this year, but I am very frustrated that I will need to pay for this out of pocket due to this issue occurring right as I hit beyond my warranty window. Is there anything that can be done to help me with the costs of this repair given this car is so new with limited miles?

  Business Response

  Date: 04/04/2025

  Hello,

  JLR NA is in receipt of the complaint. 

  A member of our CRC team will be in contact within the next 1-2 weeks to discuss this. 

  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:04/01/2025

  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.

  I purchased a car in 2019. It is now on its third transmission and the same problem is persisting. The car has shut off while driving and did this seconds before entering the freeway. I filed a complaint with Jaguar and they did indeed agree that this car qualified for lemon law and agreed to give me a refund. The car is doing the same thing and is a safety hazard. The refund process is now over 30 days. I have reached out to Jaguar on NUMEROUS occasions to tell them that the car is a safety hazard and to please expedite my check so I can put this matter behind me and purchase a more reliable car. They told me my payment would be expected (about 34 days again). Still nothing. I told them they based on this being dangerous and a liability they should override policy and expedite my payment since the company has already admitted fault in selling me a lemon. Still nothing. I suffer from multiple Sclorosis and this has caused me tremendous stress. I shared this with them in hopes they would be able to help closet this matter. This cat was defective from the start. As a consumer its one thing for a company to admit culpability but to have to wait this long to get my back while driving a defective car is unacceptable

  Business Response

  Date: 04/02/2025

  Hello,

  Jaguar Land Rover NA is in receipt of the complaint.  

  We anticipate the check to arrive at our office shortly.
  
  Your Consumer Affairs Specialist will be in touch as soon as it arrives. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 04/02/2025

  
  Complaint: 23131318
  
  I am rejecting this response because:
  
  I have been calling and emailing and have not received an update as to when my payment will arrive. Its the same response. They will not give me a definitive date to  let me know when its available. Not acceptable. I continue to have to drive a car that is unsafe. They need to be able to have a system in place to expedite these kinds of issues for the safety of their customers. Unacceptable that a company like Jaguar does not have a policy or best practice to better handle these types of situations. I have been more than patient and demand my refund asap. 
  
  Regards,
  
  ******* ****

  Business Response

  Date: 04/03/2025

  Hello,

  We have received the response. Thank you for your feedback. 
  
  We have been informed that the check is expected to arrive tomorrow 4/4/25. 

  Please touch base with your Consumer Affairs Specialist for next steps. 

  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:03/26/2025

  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.

  Car was purchased 7/29/21 for $107,714 I first experienced an issue with my vehicle in 2023 and promptly brought it to the Land Rover, where it was kept for several weeks without repair. Over the course of the next year, my vehicle continued to experience the same issue. Randomly, the vehicle’s electric functions would be disabled (e.g. turn signals, power windows, power doors, power seats, push start, screen, etc.). Each time I brought the car into the dealership, they were unable to replicate the issue and would assume that the problem had been fixed and would have me pick up the car. However, weeks later the issue would occur again and I would be back at the dealership with no resolve. Below is a summarized list of the service dates in which my vehicle was at the dealership throughout the past year: 1-17-24 to 2-7-24 8-28-24 to 9-27-24 10-10-24 to 1-8-24 2-4-25 to present The same problem has consistently occurred at no fault of my own. On two occasions, my wife was actually able to drive the car to the dealership while it was actively experiencing the electrical issue and the service manager and service technicians were able to witness the issue. The dealership also requested that we try to videotape the disabling of the electric functions and share the video with the dealership once the problem occurs again. My wife was successfully able to videotape the vehicle while it was experiencing the electrical issue and we shared this video with the dealership. The service manager and service technicians have personally witnessed the problem and admit that there is definitely an electric or computer problem with the vehicle, but the technicians’ repeated attempts have failed to fix the problem. I have contacted JLR and have not had a resolution to the problem.

  Business Response

  Date: 04/01/2025

  Hello,

  Jaguar Land Rover NA is in receipt of the complaint. 
  
  A member of our Consumer Affairs team will be in touch with the consumer by 4/4 to discuss.

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 04/01/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made attempts (via Email & Phone call) to *** ****** without a response.  
  
  Regards,
  
  ****** *****

• Initial Complaint

  Date:02/21/2025

  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.

  2017 Range Rover evqoue windshield leaking, my understanding from speaking with dealers and windshield companies that this is a major problem with the Range Rover, I called Range Rover North America to see if there was a recall for the windshield and was told no , I would have to pay for a replacement myself, cost $2500.00, there is no other damage to the windshield (cracks or chips), Range Rover needs to do a recall or offer discount to replace the windshield ., there should be a repair offered instead of having the entire windshield replaced You pay over $40,000.00 for a piece of junk

  Business Response

  Date: 02/25/2025

  Hello,

  We are in receipt of the complaint. 
  
  A member from our *** team will be in contact with the consumer shortly. 
  
  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:02/01/2025

  Type:Service or Repair 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.

  Land Rover Corporate and the local dealership have taken over a year to address a situation with the vehicle. There have been lots of repairs that have had to be made to this brand new vehicle that truly makes me question the quality of this so called luxury brand. All I ask is that the company or the dealership be responsive to find a solution but again has been delayed over a year due to their lack of communication. Either repair the enduring problem or abide by the lemon law and find a suitable replacement.

  Business Response

  Date: 02/03/2025

  Hello,

  We are in receipt of the complaint. 
  
  The CRC Agent has been notified and will follow back up with the consumer shortly. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 02/05/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  
  As I have stated there has been no movement in a year thus why I made the complaint.  Please kindly provide me a point of contact with a name and number or email address to make any progress.
  
  Regards,
  
  *****

  Business Response

  Date: 02/12/2025

  Hello,

  We received your response. 
  
  Please continue to work with your CRC agent on a resolution. 

  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:01/28/2025

  Type:Service or Repair 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.

  My 2019 Jaguar I-Pace has already been recalled 5 times since May 2023 due to a high-voltage battery which may overheat and cause a fire. In spite of all these recalls, Jaguar still hadn't been able to find a permanent fix for the issue, so the automaker decided to buy back I-Paces, including mine. The trouble started in mid 2023, when a recall was issued for I-Paces that could face a thermal overload condition, which could lead to a fire. I was advised to park and charge my vehicle outside and away from structures until the fix- a software update to monitor the battery status for potential thermal overload was implemented. In Oct 2023, however, my vehicle was recalled again because the previous repair had not been completed correctly. In Feb, Mar and Aug 2024, my I-Pace was recalled thrice more for the same issue. Finally, on Nov 11, 2024, the ********************************** decided that the company would buy back the vehicles they have been unable to permanently fix. There have been three fires reported in the ** involving I-Paces that already received the software updates. The ***** recall report states, As a final remedy, *** will reacquire vehicles from affected customers. Until all affected vehicles are reacquired, a software update that limits the state of battery charge to 80 percent is required." Despite this announcement on 11/11/24, I have not been contacted by Jaguar, and it has been over 2 1/2 months. I have called them and complained several times and simply told I would have to wait. I still have to charge my vehicle outside (at times in the rain) to avoid a fire and I have only 80% battery capacity that limits my driving range to approximately 150 miles. This significantly affects my ability to use the vehicle for work and pleasure. The battery is still under warranty. I cannot afford a replacement vehicle until they buy it back. I need a safe and practical car as soon as possible. Please assist me in accelerating this process. Thank you.

  Business Response

  Date: 01/29/2025

  Hello, 

  We are in receipt of the complaint. 

  A member of our Consumer Affairs team will be in contact with the consumer shortly. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 02/05/2025

  
  Complaint: 22868099
  
  I am rejecting this response because:

  I did not hear from Jaguar, either via email, phone or text.

  Just so Jaguar has it, the name of the purchaser is my wife, ***** *********, and the vehicle VIN # is *****************. My contact number is ************** and my email is *************************

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

  Business Response

  Date: 02/12/2025

  ****, 

  We are in receipt of your response. 
  
  We apologize for the delay. 
  
  A member of our Consumer Affairs team will be in contact by the end of this week to discuss the complaint. 
  
  Thank you,

  Consumer Affairs 

• Initial Complaint

  Date:01/05/2025

  Type:Service or Repair 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.

  Im filing this complaint due to **** lack of communication regarding their buy-back initiative announced in November 2024 for the 2019 Jaguar I-PACE. Despite calling *** customer service 34 times, I have received no clear details or follow-up. Their employees acknowledge the program exists, and I was told someone would contact me by phone, but this has not happened. Meanwhile, Ive seen online that other 2019 Jaguar I-PACE owners have been contacted and are proceeding with the process.I purchased my 2019 Jaguar I-PACE in August 2024, and the experience has been nothing short of a nightmare. Shortly after purchase, I took the car to Jaguar Lakewood, **, for significant issues, where it remained for two months. During this time, I learned about the H441 recall, which limits the battery charge to 80% (72% for me with other car issues, leaving me with only 100 miles of range at best). As an outdoorsy person, this has completely disrupted my life. A 100-mile range is impractical and makes it nearly impossible for me to travel anywhere outside the city without planning excessive charging stops. Ive essentially been displaced and unable to enjoy the activities I value most.Despite these challenges and my repeated attempts to get answers, *** has failed to provide transparency or assistance. Their silence is unacceptable, given the substantial impact this has had on my finances and lifestyle.I am requesting immediate action from JLR to:Confirm whether my vehicle qualifies for the buy-back initiative.Provide clear instructions and a timeline for next steps.Assign a representative to ensure this process is handled promptly and professionally.JLRs lack of responsiveness is highly disappointing, especially from a premium brand. I expect this formal complaint to prompt the action Ive been waiting for since November.

  Business Response

  Date: 01/06/2025

  Hello,

  We are in receipt of the complaint. 
  
  A member of our team will be in contact with the consumer shortly. 
  
  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 01/21/2025

  
  Complaint: 22770389
  
  I am rejecting this response because:

  It hasn't been resolved yet. JLR hasn't contacted me.

   

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

  Business Response

  Date: 01/23/2025

  Hello, 

  We apologize for the delay. 
  
  A member of our Consumer Affairs team will be in touch with you shortly. 
  
  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 01/23/2025

  
  Complaint: 22770389
  
  I am rejecting this response because: No one has reached out to me from JLR. 
  
  
  
  Regards,
  
  ****** *******

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair 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.

  Extremely Disappointed in Jaguars ************* and Warranty SupportI purchased a 2019 Jaguar F-Type expecting a premium experience to match the luxury reputation of the brand. Unfortunately, this has been far from the case. With only ****** or less miles on the car, the seat upholstery has started to come undonea clear defect for a vehicle of this caliber.Despite multiple communications with Jaguars customer care team and even escalating the issue, Jaguar corporate offered a mere $500 goodwill gesture to cover only one seat, leaving the majority of the repair costs for me to handle. This is not only unacceptable but a blatant failure to honor the warranty and stand by the quality of their vehicles.The situation has been incredibly frustrating, and I feel completely abandoned as a loyal customer. *********************** response does not align with the premium service and support they advertise. If youre considering a Jaguar, think twice. A brand that charges a premium for their vehicles should deliver premium servicenot pass off serious defects as the owners responsibility.I expected better from a company of this stature and am deeply disappointed. I will be pursuing legal action to resolve this matter and cannot, in good faith, recommend Jaguar to anyone.

  Business Response

  Date: 01/06/2025

  Hello, 

  We are in receipt of the complaint. 
  
  A member from our *** team will be in contact with the consumer shortly. 

  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 01/08/2025

  
  Complaint: 22763843
  
  I am rejecting this response because: Jaguar is not taking accountability in the issue that is clearly a defect of the vehicle as described in the detail summary. 
  
  
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:12/20/2024

  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.

  Dear *****,Background As part of Recall H514, my 2019 Jaguar I-PACE has been limited to charging to only 80% of its normal range capacity. This reduction has significantly affected my ability to use the vehicle for its intended purpose, particularly for longer trips requiring the full charge range.Communication Failures 1.Lack of Notification:oJLR North America never reached out to me to notify me about Recall H514.oI have not received any correspondence, such as a letter in the mail, informing me about the recall or the process for a potential vehicle buyback.2.Unfulfilled Promises:oI have been told multiple times by JLR North America that I would be contacted within two weeks by their special team handling buybacks.*** has now been close to a month since I initially reached out, and I have received no contact from this team.**** has consistently refused to allow me to speak directly with this special team, further delaying ***************** Mishandling:oI opened a case with JLR to address these issues. Despite my repeated follow-ups, the case was closed without resolution, and I was again told I would be contacted within two weeks. This occurred three weeks after the initial communication where the same promise was ************ and Compensation Issues 1.Extension Cable Reimbursement:oPer the recalls guidelines, I am required to charge the vehicle away from my home. This necessitated the purchase of an extension cable to facilitate charging in alternate locations. *** has refused to reimburse me for this expense.2.Lack of Alternate Transportation:oThe reduced charging capacity has rendered the vehicle unable to meet my transportation needs for certain destinations that previously required a full charge. Despite this, *** has refused to provide alternate transportation or accommodations to mitigate the impact of the recall.Lack of Responsiveness VIN: *****************

  Business Response

  Date: 12/23/2024

  Hello,

  We are in receipt of the complaint. 

  Our offices are closed for the holidays. 

  A member of our team will be in contact with the consumer at the beginning of January. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 12/23/2024

  
  Complaint: 22714231
  
  I am rejecting this response because:
  I was told close to a month ago now that a member of a special team to resolve the H514 recall would be reaching out within 2 weeks. This further compounds the unbelievable issue that Jaguar is not concerned about resolving the safety of their products or care for their customer at all. This is a RECALL issue. Holidays should not be affecting the resolution of this safety problem. 
  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 01/02/2025

  Hello, 

  A member of our Consumer Affairs team contacted the consumer via email(*******************************) on 12/23/2024 at 12:58 pm. 

  Thank you,
  Consumer Affairs

  Customer Answer

  Date: 01/13/2025

  
  Complaint: 22714231
  
  I am rejecting this response because: The issue has not yet been resolved, I was waiting to reply Based on current negotiations with the business. As of right now, they are communicating however, a final resolution has not yet been reached with this in mind. I ask that the case be reopened until such time that a final resolution has been reached.
  
  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 01/13/2025

  Hello, 

  We received the response from the consumer. 
  
  We ask that the consumer continue to work with our Consumer Affairs team on a resolution. 

  Thank you,

  Consumer Affairs 

  Customer Answer

  Date: 01/27/2025

  
  Complaint: 22714231
  
  I am rejecting this response because:While they are communicating off and on - the issue has not been resolved. Would you mind opening it back up? I do think that we are just a couple weeks away from getting this matter handled, however, I fear that if the complaint is closed without an actual resolution, the business will not be forthcoming with a realistic solution.
  
  
  
  Regards,
  
  ******* *****

  Business Response

  Date: 01/30/2025

  Hi, 
  
  Thank you for your response. 

  This process can take time. 
  
  Please continue to work with your Specialist on a resolution. 
  
  Thank you,

  Consumer Affairs

• Initial Complaint

  Date:11/18/2024

  Type:Sales and Advertising 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.

  My Jaguar f pace had previous recalls that were marked as completed however when i called Jaguar consumer services the representative was only able to provide limited information & advised that I reach out to my local Jaguar dealer to see if they could help. I called the local dealer and wasnt able to get assistance from a service representative they only want to upsell and get you in to have repairs done that are costly. When I looked my VIN up on the Jaguar website there was no indication of any open recalls on my vehicle however when I called I was advised of an open campaign that affected the integrity of the vehicle engine light. This is very dangerous and can affect my vehicles health and my family members life. This is the second vehicle that weve had within the Jaguar /Land Rover family that have experienced safety issues and the manufacturer not being liable. Our Range Rover had a recall previously and it was closed out without doing the necessary repairs so when we looked up the recall it didnt appear under our VIN. We paid for diagnostics and repair on 2 different occasions for issues that were covered under a recall. When we addressed the dealer they advised that the vehicle was old. That was a very careless thing to say regarding a issue with a vehicle that had a recall for the latches not working properly and one of my kids or myself could possible fall from the vehicle. Now the issue with my 2018 Jaguar Fpace where we cant find out what recalls were actually repaired and the terms of the recalls. This is very disappointing because keeping consumers in the blind regarding these issues could cost them money and be potentially hazardous to their lives. Fpace VIN *****************, Range Rover VIN

  Business Response

  Date: 11/18/2024

  Hello, 

  We are in receipt of the complaint. 
  
  A member of our CRC team will be in contact with the consumer shortly. 

  Thank you,

  Consumer Affairs

  Customer Answer

  Date: 12/03/2024

  
  Complaint: 22570456
  
  I am rejecting this response because: I never heard from the company as promised. 
  
  
  
  Regards,
  
  ****** ******