ComplaintsforJaguar Land Rover North America, LLC

Auto Manufacturers

View Business profile

Need to file a complaint?

BBB is here to help. We'll guide you through the process.

File a Complaint

Initial Complaint
07/02/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In June of last year I took my car in because there seemed to be what sounded like blown speakers on the front left and rear right speakers. The dealership service center ignored my compliant about the rear right and said they were replacing the front left because the car was under warranty. Fast forward to August, the temperatures get much hotter in my location and I get in my car and the speaker is back to square one. I take it back in and they say the speaker is blown and then the rear one is too. Mind you, I don't blast music or anything like that. So they supposedly fix it it again. The heat wave shows up again and now both speakers sound like they did when I brought it in.My issue here is that I do not think they actually replaced the speakers. I think they used some cheap glue and tried to fix it by either gluing the speaker cone paper OR they didn't install it right. Today now since my car isn't under warranty, they are charging me for it. What a strange coincidence. I am waiting for the charge so I have proof they want to rip me off. But also I plan on taking the car to a different dealership to tell me exactly what is wrong with the speakers and let me know if they were even replaced. I do not want to go to court but I will simply over principal that mechanics can't rip people off all the time.
Business response
07/03/2024
Hello,
Jaguar Land Rover NA is in receipt of the complaint.

A member from our CRC team will be contacting the consumer shortly to discuss this matter.

Thank you,
Consumer Affairs
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was driving my 2017 Land Rover Discovery Sport HSE on the highway with my daughter when the engine lost power and would not accelerate and died in the middle of the highway. We were almost rear ended by a semitruck but were able to get to the side of the road. Very unsafe! Then the truck would start to turn over and then die. We had it towed to a nearby AAA repair shop and they were unable to diagnose the problem so we had to transfer it to a foreign car specialist. They are saying it is the timing chain and will cost thousands to repair. My truck has 67000 miles and should not have this issue. I'm finding from other LR owners this is a common problem with these vehicles and it has also cost them thousands to repair. There was a law suit against LR for models 2012-2014 d/t faulty timing chains and yet there are still multiple reports that this continues to happen. I'm just devastated, I love this truck but I can't afford these costly repairs on a vehicle I am still making payments on and shouldn't have to. I have had other issues with the transmission that also cost me over 4,000 to repair.
Business response
07/05/2024
Hello,

We are in receipt of the complaint.

A member of our CRC team has opened a case and will be in contact with the customer shortly to discuss this matter.

Thank you,
Consumer Affairs
Customer response
07/06/2024
[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 by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.

Regards,
********* *******
Initial Complaint
06/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In 2023, I purchased a 2019 Jaguar F-Type from ********************* Rover-Jaguar. It had ****** original miles. It is garage kept and I usually drive it Monday - Thursdays. It has been a little over 1 year since purchasing the vehicle. I put on ****** miles within the year, and I've had to bring it in a number of times. Once for a faulty hose, which overheated on the expressway 3 months ago. A faulty TPMS for the left driver side tire because it continues to give "Low tire pressure" readings even when the tire is fine. And now, the engine is misfiring, and I am being told that cylinders 4 & 2 of the fuel injector are leaking, causing the misfire. This will cost me $4,700!! This is a LEMON OF A CAR. The dealership claims the car is no longer under warranty. No wonder no one ever trusts car dealerships. Now I will be charged $4,700 because this dealership sells LEMONS?!??!
Business response
07/05/2024
Hello,
We are in receipt of the BBB complaint.

A member of our CRC team has generated a case and will be in touch with the customer shortly.
Thank you,
Consumer Affairs
Customer response
07/16/2024

Complaint: 21894524

I am rejecting this response because: They refuse to pay for any repair! Jaguars are HORRIBLE!! They sold me a ***** and are not willing to make amends for the ***** they sold!

Regards,

************
Business response
07/22/2024
Hello,
We have provided our position which is that the consumer will be responsible to pay for the repair.
The consumer also initiated a case with the Better Business Bureau Auto Line. The BBB Auto Line determined that the case was ineligible due to the age of the vehicle, therefore the case was closed.
Thank you,
Consumer Affairs
Initial Complaint
06/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have a 2020 Range Rover sport with ****** miles. **** week, my regulator in my window broke, cause the window to drop and shatter. This easily could have caused a motor vehicle accident and/or injured those of us in the car. I have never seen or heard of something like this happening. I called them about assistance with this repair and they coerced me into using a specific dealer if I wanted a chance of assistance with the repair. The total cost is $2,000 and they just denied me for assistance due to loyalty, Even though this is my third car with them. This is unacceptable to happen on such a new car and this is unsafe. Its also unethical to push me towards a specific place to get the work done and then deny my request for assistance.
Business response
06/18/2024
Hello,
Jaguar Land Rover North America is in receipt of the complaint.
A member of our **************************** will be in touch with the customer shortly to discuss the situation.
Thank you,
Consumer Affairs
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Relatively New Range rover 2023 with ****** mile . Had brake issue and brake warning showed up. Took it to the dealer and was told that Back break pads need to be replaced. It appears that this is a defective issue and many customers had similar complaints. I belive the company should replace detective product rather than customer. *************************************************************************************************************************************
Business response
06/11/2024
Please be advised that a representative from JLR will contact ********************** to discuss his brake concerns.
Customer response
07/08/2024
Good afternoon. I did talk to the business and they offered to take care of the problem.
Initial Complaint
06/05/2024
Complaint Type:
Service or Repair Issues
Status:
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.
They will not sent the title to the Range Rover I purchased April 24,2024.I paid cash for the car. I have called and left sever messages. Of course the manager is always to busy to speak to me. I just need the title to the car that was paid for in full.
Business response
06/06/2024
JLR will have a representative contact ****************** shortly to discuss her concern with the dealler.
Initial Complaint
06/04/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
On February 9 2024 my wife had an accident in her 2023 Land Rover Defender we purchased pre-owned in October 2023 with only 3k miles on it. We accept full responsibility for the what happened and have compensated all involved. The vehicle went into the body shop the very next week with both passenger doors inoperable which pretty much made it impossible for to use as we have two children one with special needs which requires a wheel chair. Since we put in body shop we have been waiting on the two door from Land Rover to get here. We have now been waiting 4 months with no end in sight. I have been in touch with customer service which is truly a joke. They can do nothing and are only there to listen to people gripe because they can do nothing. You would figure that a company that sells higher end vehicles would have parts available especially non specialty parts like doors. Even if they didn't they should be able to get them fairly quickly. The worst part about all this is I keep seeing new defenders hit the ground which means they are still building new vehicles and making profit off of sales but do not care about service after the sale. This is ridiculous what JLR is doing with parts. I have a practically new vehicle sitting in a shop for longer than we got to drive it with no end in site. Come on Land Rover you can do better than this. It is doors and you have don't even care. Oh and before you answer with opening a case I have already opened a case spoke with several different employees including the dealership and two different supervisors and go absolutely no where. The dealership was surprisingly the most honest and straightforward and professional people I spoke with. Again, this is the worst experience with any auto maker I have ever had. And you call yourself a luxury auto maker! What a joke!
Business response
06/17/2024
Good afternoon,
We are in receipt of the BBB communications from ************************* regarding the 2023 Range Rover Defender 130 VIN *****************.
A member of our **************************** team has been in touch with the customer and will continue to work toward a resolution.
Thank you,
Consumer Affairs
Customer response
06/17/2024

Complaint: 21799345

I am rejecting this response because: The customer service for this company is a JOKE. I have been in contact with customer service since at least April of this year. I have had no less than 3 different agents. I have been told no less than 6 different excuses. This company is only out for themselves. I have asked for nothing but what I think my family and I deserve which is a vehicle to drive. They only care about profits and that is it. I have asked for a manager to call me on several occasions. I had a customer service manager call, or at least they said they were, but they do not know what is going on. They pretty pretty much have a script and that is it. HORRIBLE customer service!!

Regards,

*************************
Initial Complaint
05/31/2024
Complaint Type:
Service or Repair Issues
Status:
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.
The date of transaction is 05/31/2024. Had car towed on 05/29/2024 due to dead battery. ****** was just replaced by same dealership June 2022. This time they did not understand why the battery died suddenly as a new battery was just installed March 2022 by another dealership. Vehicle was towed on 05/29. Called on 05/30 to check status. No word.Again, 05/31 they stated the battery died again because I do not drive my vehicle enough. I drive my vehicle to work Monday-Thursday and on weekends. Also, I have been without a vehicle for over 48 hours with no offer for a courtesy vehicle. Dealership states a new battery has to be purchased without additional information.
Business response
06/03/2024
JLR will have a representative contact ********************** shortly to discuss her concerns.
Initial Complaint
05/17/2024
Complaint Type:
Customer Service Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
In January 2022, I purchased a new Range Rover Sport. Within days, I began to encounter problems, with many of them being serious safety concerns. To this day, my car is still not operating properly and has spent weeks at the dealership. 1. Technology Issues, still not resolved: Car will not connect to CarPlay, connection to CarPlay will fail, entire operating system will shut down and become inoperable, entire operating system will restart over and over, wireless charging only work intermittently. These issues happen multiple times a day.2. Suspension Fault Issues, multiple times 3. Tail Light Issues, still not resolved: Failure of back tail light -- recall issue with parts that were unavailable so put in "old stock" lights.4. Severe rattling & creaking, still not resolved: multiple problems with door seals, rattling coming from the grab handles. This happens daily.5. Unlocking Issues, still not resolved: Car will intermittently not unlock when trying to unlock using door handle button or key. This can last for minutes at a time where I am unable to get into my car. This happens multiple times per week.6. Automatic/Self-Driving Parking Issues, still not resolved: Car has curbed my wheel when performing self-driving parallel parking feature, when reversing automatic parking feature pops up blocking backup camera even when there is no spot to park.7. Gear shift issues, still not resolved: Car will intermittently not shift into reverse causing you to think you are backing up but will start to go forward. This happens weekly. 8. Engine Coolant Issues, multiple times I filed a formal complaint with Land Rover, explaining that I do not feel safe driving my car and asked for a substitute of collateral or buy back. After waiting weeks and providing lots of documentation, Land Rover decided to do nothing. I am extremely disappointed, especially with how much we spent on the car. Their inability to help someone who doesn't feel safe speaks volumes.
Business response
05/21/2024
************************** case was reviewed for replacement in March 2024. JLRNA has declined the request. JLRNA will continue to work under the terms of the warranty.
Customer response
05/21/2024

Complaint: 21727298

I am rejecting this response because: the business is making no effort to make things right. I do not feel safe in my vehicle, and the response from Land Rover doesn't give a lot of credibility to the brand.

Regards,

*********************************
Business response
05/23/2024
JLR has not changed its position regarding the denial of the replacement request and will continue to work within the manufacturers' warranty.
Customer response
05/24/2024

Complaint: 21727298

I am rejecting this response because: JLR has not assisted with my complaint or made any step to resolving my safety concerns. Saying that they are telling me to work within the manufacturer's warranty has become unreasonable at this point. My car continues to have serious safety concerns. Going in for service monthly and being put into a not as nice loaner vehicle (if they even have one available) while I am continuing to pay high monthly payments also isn't right.

Regards,

*********************************
Business response
05/31/2024
JLRNA will have a representative contact Ms. ********* shortly to discuss her current concerns.
Customer response
06/04/2024

Complaint: 21727298

I am rejecting this response because: I still have not heard from anyone at JLR. I do not feel safe in my vehicle and my car issues are still not resolved.

Regards,

*********************************
Initial Complaint
05/09/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Hello, I recently took my vehicle in on May 4, 2024 because AutoStart quit working from phone since last service visit when they told me they updated the software as part of a routine maintenance. This vehicle is only 3 years old and has 30k miles on it. The technician informed us that they could only update the software to 18.2 but needs to be at 20.2. They could not update the software because the telematics module needs to be replaced with a newer one to allow the update. I was looking into trading the vehicle in on a new Land Rover but because of this service visit I am going to have to start looking at other vehicles that support their product better. It is bad enough that I have to pay the yearly fee to use the app to start my vehicle when weather is cold or hot but to pay the fee and then be told that they have to replace a module quoted at $2500 just to be able to start my vehicle remotely. This is absolutely ridiculous. I would have never purchased the vehicle if I was told that the autostart feature would only be available for a short time. Your company should inform people when purchasing a vehicle that the autostart would require a paid subscription. It should also be made clear that the current module sold with vehicle which apparently is what is relied on for the auto start to work is only good to a certain update in which at that time would require a $2500 replacement to regain the autostart feature. This is our first Range Rover and most likely our last.
Business response
05/10/2024
JLRNA will contact Mr. ***** shortly to discuss is concerns.

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. ↩

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business.

Cookies on BBB.org

Need to file a complaint?

Complaint Details

Showing all complaints

Business response

Business response

Customer response

Business response

Customer response

Business response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Business response

Customer response

Business response

Customer response

Business response

Customer response

Business response

BBB Rating & Accreditation

Contact Information

Customer Complaints Summary