ComplaintsforJaguar Land Rover Paramus

• Initial Complaint

  04/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a car back in October and was told at point of sale that I had to wait for my second key due to production concerns and that I was placed on a waiting list for the key. I received a letter back in January stating the keys are ready and to contact my dealer. I called on 3/1 and they told me to call back Monday due to her not being sure since the parts department was closed. I called today 3/3 and the lady at service told me they do not have the part and that I can be placed on the waiting list for a key. I was curious because I thought I was already on the list since October. Unfortunately she could not tell me if i was or not and told me to contact my rep. I called the front desk and they transferred me over but no one answered. I am beyond frustrated with this process! No one knows what the others are doing. Why would I receive a letter saying the key was ready and it is not? Why am I being asked if I want to be on a waiting list when I should’ve been put on the list in OCTOBER ! I purchased a brand new 2023 Evoque and the service I’m getting is ridiculous. I will be updating my google review because even though my sales experience was great the service now is terrible. Have a manager contact me.

  Business response

  04/03/2023

  Ms. ******** was contacted by phone today.  An appointment was scheduled on her preferred day of Thursday 4/6/2023.  The dealership has committed to picking up her vehicle, dropping her off a loaner car. we will perform a new key replacement and coding and return the car back to her. Goal is to do it all in the same day. We apologized for all the inconveniences and mis communications. 

  Customer response

  04/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Jordano did reach out to me and was very helpful setting me up with an appointment as well as scheduling someone to

  pick up my car. 
  

  I would like to leave this open until after service is completed for a final response. I appreciate the swift communication and accommodations made for me thus far. 

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

• Initial Complaint

  07/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Jaguar Land Rover ******, ** DEALERSHIP I purchased a loaner 2020 Range Rover Evoque in September 2020 right before October 1st. The vehicle has been nothing but a headache. The vehicle had to be brought in end of November 2020 needed the rim to get replaced because it was damaged from the vehicle being a service loaner a customer did damage to it and that was the earliest they had because I needed a loaner vehicle. They called me a week before just to confirm and when I spoke to the representative I told her I wanted the vehicle to be looked at because I heard a noise. When I got to the appointment I met with the service advisor named **** She saw no notes about the cost being covered for the rim until I pulled up my email to prove it was covered. I also expressed to her I heard a noise and wanted the car to be looked over she said no worries we look over the vehicles every time they come in. I was told it would take 3 days at *** mind you this was around thanksgiving already a stressful time and I live over an hour away (one way) by day 3 no call so I reached out no call back until day 7. It took over 7 days to get the car looked at and a rim fixed. She told me the vehicle was perfect and just needed a software update. Fast forward to February 2021 I made an oil change appointment and tire rotation. Upon checking in again with the service Advisor named *** I asked could they look at the noise I heard again because I could still hear something and it wasn't shifting correctly. I waited in the lobby for well over 4 hours and again NOTHING was wrong needed a software update. Now fast forward to end of May I made an appointment over the phone with **** for another oil change, tire rotation, rust all over the vehicle and the noise I was hearing by the brakes. My appointment arrived at 8am middle of June **** was my advisor and said it would take two days and asked me to show him the rust spots I saw all over the car. Not enough space for the rest of the complaint.

  Business response

  07/16/2022

  I read the issue and it looks like the incorrect dealership was tagged. Client states ****** in the notes. We are Paramus. Also I have no record of this client or their vehicle. I called and left client a VM. 

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased two parts online from Land Rover Paramus's website, Order#****. Both were slightly scratched/damaged, so I returned them. It has now been weeks and I haven't gotten a refund and I can not get an answer as to when I am going to get one.

  Business response

  07/07/2022

  Part was never returned. At least we never received, as I understand the client had a tracking number so we did issue the refund. This was processed successfully on 7/6. No further action should be required. 

  Customer response

  07/07/2022

  [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,
  
  ****** Scostillo

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a 2017 Range Rover sport with ****** miles for $48,000 on January 28,2021 from Land Rover Paramus together with an extended warranty for an additional $4000 which I was advised would cover any issue bumper-to-bumper. On March 10, 2022 I was driving and the engine light came on I immediately pulled over call AAA and had my vehicle towed to the nearest range rover dealership in **********, **. At that time my vehicle had ****** miles when the engine light went on. I have been advised by the service department at Range Rover ********** that I need a new engine and I have been advised by the extended warranty company, which goes by the name of ********************************** even though all the documentation I signed for the extended warranty is entitled "Land Rover Paramus", that the cost of a new engine is $24,000 with labor and Safeguard is only covering $5700 of the cost as a third-party company and not part of Land Rover. When I and my wife reached out to Range Rover Paramus regarding the situation *****************************, the sales manager, told my wife, **************************** that I should file a lawsuit against his dealership, Range Rover Corporate and the ***************** Fortunately my wife is an attorney and we will pursue a lawsuit as advised by ****************.

  Business response

  05/06/2022

  After speaking with ************************* (General Sales Manager) he updated me as below. 

  We received a call last week from ********************** wife acting as his attorney. At this time **************** explained he is not in a position to deal directly with an attorney and it would need to be handled by our ******************** and Jaguar Land Rover USA. **************** then later received a call from ****************** as a client asking if **************** could call Land Rover about the warranty. **************** called Land Rover and verified that the warranty is a Land Rover warranty via Assurant. We have not been involved with the warranty claim as the vehicle was taken to a different Land Rover store. But our understanding is that the client was informed the warranty is not covering this because the vehicle was driven for too long with the warning light on. I can't confirm this is accurate as this is third hand information. As a dealership we are happy to work with the client to try and resolve this. We can with approval reach out to the warranty company and ********** to try and better understand the reason for the claim to only be partial payout. If the client would like us to do this my best contact information is email - *********************************************************. 

  Best regards. 

  *********************.

  General Manager.

• Initial Complaint

  03/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a car from this dealership Jan 22, 2022, and paid $250 for title/registration to be filed through the dealership, as shown in the attached file. As of March 3, I still am unable to see any record of this being filed on NY DMV's website. I'm currently on my second temporary plate, and I am driving out of state for vacation. My temporary plate wil expire during that timeframe. I need the dealership to complete the registration/title transfer of my vehicle.

  Business response

  03/05/2022

  This has been resolved with the client. Title will be mailed tracked and client is working with his sales guide. 

*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. ↩