ComplaintsforJaguar Land Rover Henderson

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car which had no engine light during and after a delivery at ********** on ********************* broke down completely unable to start up with a normal jump start offered by a nice patron and his wife and shortly thereafter a Caucasian man *** and a man living in the street with him in a bus offered assistance with big steps towards my car opening my hood and stating he had handy man experience would go ahead and repair my car if he could, he looked in the components used a few tools and the car wouldnt start back up, I had my car checked at Puurfect Auto after an issue at Take 5 oil change where my car wouldnt start a few weeks prior and this was the last instance where my car wouldnt start: I had been told by a repair man at *********** to fix 7 things and 1 week later it died, I called 3 *** out and had a long conversation with *** who said along with the other man Land Rover may not be the optimal repair facility as well as a recommendation from the *** towing man to try his facility, I went ahead and had to towed to Land Rover Henderson, the repairs took 5 weeks with the recall at least, 1.5 for the recall and 4 almost 5.-6 weeks total to fix the components my warranty company could repair. *** repairs left my car with a check engine light. I had given my mom ******* number my repair advisor and she paid 1122. *** 100 was the deductible the recall was free and the 1022 was for the leaking components to the coolant system, he recommended 4 other major repairs my company wouldnt sponsor or finance. I got the car back with it wobbling after the control arms were mounted and the front system. *** car was misaligned the tires were under inflated and the suspension system seemed off. *** engine light would not go off and he warned my mother that the car would need to be replaced in 1000 miles. *** brakes which were replaced and resurfaced recently began making loud noises and the car would not steer as easily. I feel they added damage and did not repair the car.

  Business response

  04/17/2024

  The vehicle in this complaint was towed into our dealership because it would not start, and the check engine light was on.  When we accepted the vehicle on March 18th, ************ was advised that there was a recall on the fuel pump cover and that we would complete it.  She also advised us that she had an extended service contract and would be calling back with that information, which we received from her on the 25th of March.  ****** advised her that in order to diagnose the check engine light, there would be a diagnostic charge.  Upon advising her that the diagnostic fee would be included in any repairs covered by the service contract company, but that if what was found was not a covered component, she would be responsible for the diagnostic fee. She then declined the diagnostic charge, so we proceeded to complete the recall.

  While the technician was in the process of completing the recall, he ran a diagnostic, free of charge and determined that the cause of the check engine light was due to low fuel pressure, indicating the fuel pump needed to be replaced.  It was strongly recommended that the fuel pump be replaced while we were completing the recall, as there would be no additional labor charge since we already had to pull the pump.  ************ declined this repair.  He also found the vehicle to be leaking coolant, in need of maintenance, alignment, and various other items that were then disclosed to her.  We finally heard back from ************ on April 6th, when she advised us that she had enough for the deductible, and we could complete any covered repairs.  In addition, we were authorized by her mom to repair the coolant leak only.  The fuel pump, which was the cause of the check engine light, was still declined.

  The authorized repairs were completed, and the vehicle was released to her on April 12th.  The vehicle was in our shop for a total of just under 4 weeks, which given the challenges and delays in be able to speak with ************ and her vehicle service contract company, is reasonable.

  If there are any issues with the repairs that were completed by our facility, we will stand behind the work.  However, due to the number of recommendations that were declined, we cannot be held responsible for the check engine light still being on.

• Initial Complaint

  01/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I paid for a service check on my land rover. I am unhappy because I don't believe they actually checked my engine for leaks like i requested. They have refused to do the repairs. An now I have to pay for another service check at a different dealership They should refund rhe fee for the service check as they refuse to do the repairs or show where the leak is coming from.

  Business response

  01/08/2024

  We have looked into ******************** complaint that was filed in relation to the experience he had with our Service Department.

  There are a few details that are contrary to what his complaint states.  The vehicle was brought to us with a complaint that ****************** smelled gas every time the vehicle is parked, oil leaks were not mentioned.  Upon inspection, we found that the fuel pump was leaking and reported our findings to him.  During the course of that discussion, he informed us that the Land Rover ********* service department recently replaced this part.  We then reached out to their service department to determine the date of the repair, in hopes that we could have the part warrantied for him, unfortunately the part that was replaced by them was the water pump, not the fuel pump, so there was no warranty.

  Upon advising ****************** what we found and what the estimate would be to complete the repair, he declined the recommended repair and elected to pick up his vehicle.  We did not refuse to complete the recommended repair, that was his decision.

  We made every effort to do our due diligence to ensure that we had explored every avenue that would be most advantageous to ******************, and even supplied him with a complimentary vehicle while his was in our facility.

  While our findings are that we did everything in line with the normal scope of our procedures and we have found nothing to substantiate any part of his complaint, it is clear that ******************** has a different opinion of his experience with our dealership.  That being said, even though we strongly disagree with the basis of this complaint, we will be sending him a reimbursement check in the amount of $263.16 for the total amount he paid Land Rover Henderson and we completely understand his decision to not have us service his vehicle in the future.  The check will be processed and mailed to him within the next 10 business days.

  Customer response

  01/09/2024

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  07/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This dealer ship replaced my Engine and the Engine they put in was faulty. Then they puposely gave me the run around until the 1 year warranty ran out. Once the warranty ran out they said I needed $5000 worth of Engine work.

  Business response

  07/13/2023

  Mr. *****'s 2016 Range Rover was towed in to our dealership on January 19th, 2022.  It was determined that the engine needed to be replaced and we quoted $22,000 for the replacement, which included the installation of a remanufactured engine.  After discussing this quote with him, we offered to discount the service to around $19,000.  During the repair, it was determined that more parts would be needed, which we not only didn't charge him for, but we also discounted the service even further.  Upon completion, the total charged was $16,962.  Of note, the remanufactured engine came with a 12-month warranty / unlimited miles.

  Since that time, the Range Rover has been in our service center on 5 different occasions.  Below I will include a synopsis of those visits as well as attaching the repair orders for you to confirm this timeline.

  5/24/2022 - (RO ****) vehicle was brought in with the Check Engine Light on.  It was determined that the fuel injectors were faulty.  We replaced them, at no charge to **************** (value of over $2,000), even though it was not technically part of the engine's warranty because the fuel injectors were not part of the remanufactured engine, they were transferred from his original engine to the replacement engine.

  11/29/2022 - (RO ****) vehicle was brought in with the Check Engine Light on.  We replaced the cam shaft sensor, valve cover and gaskets, again at no charge to the client.  As with the repair in May, this was also not covered by the warranty as they were not part of the remanufactured engine.

  1/6/2023 - (RO ****) vehicle was brought in with the Check Engine Light on.  The O2 sensor needed to be replaced and **************** was charged $600 for this visit.

  2/9/2023 - (RO ****) vehicle was brought in with the Check Engine Light on and a complaint that there was visible white smoke coming from the tailpipe on start up.  The Check Engine Light was due to the catalytic converter failing, which **************** declined this repair.  We were unable to duplicate the white smoke from the tailpipe.  We also did not charge him a diagnostic fee for this visit.

  Finally, it was brought back in on 7/6/2023 for an oil leak.  We found that the lower engine cover was leaking and we immediately reached out to the warranty company to see if there was any grace ****** on the warranty (expired in March of 2023), which they confirmed there was not.  **************** declined this repair.  Of note, this was the first complaint regarding an oil leak.

  In summation, the engine repair was completed and there was no subsequent repair that was reflective of the engine being faulty.  The original repair was completed when the vehicle had ******* miles, which is not particularly abnormal.  Not only did we extend the offer of a discount on the original repair, we voluntarily covered the cost of two additional, unrelated repairs, for the sake of customer service.  In addressing his complaint that he has been getting the run around until the warranty expired, we hope that all of this information is sufficient to demonstrate that was not the case at all.

  Customer response

  07/14/2023

   
  Complaint: 20296062
  
  I am rejecting this response because:
  I am rejecting this response because Range Rover conveniently ignores the fact that the new Engine had problems before it even reached ****** miles. **** is poor quality and anyone in my position, including a Jury will feel the same way. This is why I filed a complaint with the State Attorney General. They refuse to take accountability for their actions. I'm sure anyone with common sense would expect to get more than 7 thousand miles from an engine without having to get additional repairs upwards of $5000. I can't wait to hear them explain that to an arbitrator and/or a Jury and try to make that make sense. Good luck with that.
  Sincerely,
  
  *****************************

• Initial Complaint

  01/31/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On 10/28/2021 I purchased a 2011 ************************** from Jaguar Land Rover Henderson, on ************************************************** Sales Person: Israel S***** Finance Manager: Sarah G******* Reasons for concerns: Absents paper Change dates on paperwork (work orders) Different contracts with different amounts and different signatures. Forged My Signature. Lied to about loan info and other charges hiked my APR up to 11.29% A 2011 ******************* 4x4 priced at 15,587.29 went from that to $28,386.28 is the life of the Loan The truck has been in and out of the shop several times since day one. I Spoke with **** bank and they stated they purchased the contract from the dealership on Nov 8th well after the dealership told me that I had been approved. For a loan that the dealership wrote up and financed themselves and lied to me. When I called on Jan 28th, 2022 I spoke with Sarah and I quote "**** Bank is who your loan was approved through!! If I'm not completely dumb there is a difference between The Dealership selling my loan to the bank on the 8th of Nov which is almost a month after I signed false contracts on 10/29/2021 stating that **** had already approved my loan. the bank approved a loan that they would have had to run my credit for and offer me an APR for it to be a bank loan if I'm correct. **** Financial said that the dealership did all the approval, the dealership is the one that wrote the contract up and the loan and came up with the APR of 11.29%. **** Bank Said all they did was purchase the contract. I feel as If my Identity was stolen. I feel as if they used me and my credit to secure a loan for the large amount and then Trippled back on me with their warranty and Gap insurance and charged me double for my car that they know is a lemon. They have me overpaying for a loan amount I didn't need while they pocketed the extra money from my loan. When I purchase the vehicle with 89,372 miles as is. The finance agent Sarah G******* came

  Business response

  07/07/2022

  Business Response /* (1000, 5, 2022/02/03) */ After looking into this complaint, we have discovered that our Finance Manager has had several conversations with Ms. ********* regarding the clarification of the contract terms. Most recently, it was suggested that she come to the dealership, in person, to review the contract so that we can better communicate with her - as this is most often more effective when we and the client are looking at the documents together, rather than translating over the phone. We certainly understand that the Retail Installment Contract can be confusing, and we would love the opportunity to put her mind at ease that the dealership did not hide, withhold, forge or profit in an unethical manner in our transaction with her. In fact, a couple of the reasons that we have moved to digital signing is for this specific purpose, to protect our customers from fraud and protect their personal information and identity. The "Total Sales Price" box in the TILA section of the contract ($28,386.28) reflects all monies applied to the purchase of the vehicle. This includes: selling price, down payment, sales tax, dealer fees, title fee, optional coverages (GAP and VSC) and interest charges assuming the loan is paid in full as per contract terms. However, since it is a simple interest contract, the loan can be paid off at any time with no pre-payment penalty. Additionally, the GAP and VSC can be cancelled at any time, should she elect to assume those risks, and the refunds would be applied to her balance owed to the bank. With regard to her concern about the timeliness of the loan being funded, the vehicle was purchased on 10/29 and funded 11/8, we were well within the Nevada requirements. The only reason for the slight delay was due to a previous auto needing to be paid in full before funding. The vehicle was transferred to a dealership earlier in October, so it was reasonable that this would take some time. There were three issues with the vehicle that were brought to our attention on 10/31. We immediately gave ***** a loan vehicle and addressed the issues which involved the key, a cosmetic issue with a headrest and a caliper that had come loose. It was brought back in December for a TPMS light and a blinker outage. The tires checked out as safe, the pressure was checked and the bulb was replaced. We are unaware of any issues other than what we have already addressed. Our goal was to make this a first-class, special experience for Ms. *********, demonstrated by our efforts at delivery to make it a fun and unique delivery for her as well as the fact that we have backed the vehicle and made repairs which would not have been required to, based on the terms of the sale, but we felt it was in the best interest of customer satisfaction to do so. We have also followed all regulatory requirements with regard to the integrity of the transaction and we are happy to have a productive, in person, discussion to review the contract terms again, if she so chooses. Consumer Response /* (3000, 7, 2022/02/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) NO, I do not accept this response! For one just based on the APR of 11.29% is unheard of on a loan for someone with my credit background and credit score. I feel as if they stole my Identity to line their own pockets... As I also stated before that woman Sarah did not go over the financial paperwork and the breakdown of my contact with me at all because I would have never agreed to any such terms or such high financing charges " I don't have a good credit score and an upstanding credit history with my banks by not understanding whats going on around me. As I said before these ppl would not give me my paperwork the day I signed it as I kept asking for it. I know that this was a predatory lending practice. Please excuse my grammar but I am so upset about this and how the law makes it so easy for these companies to get away with these unfair practices Business Response /* (4000, 9, 2022/02/11) */ The documents were emailed to ***** and we advised her to make sure to check her "spam" folder for the email as the file size of the pdf will sometimes cause the email to end up there. When she came in with her Mom a couple of days after the vehicle was purchased, she expressed a few concerns, one of which was the fact that she never got our email. Our Finance Manager immediately printed hard copies of the paperwork and gave them to her, and addressed the questions that she had regarding the vehicle service contract. The terms of the finance contract were not in question at that point. In addition, we have offered on multiple occasions to review the contract again in person, but have only had telephone communication with her, which makes the explanations and answers to her questions challenging. Interest rates are determined based on several factors, including but not limited to: credit score, credit depth, credit history as well as the year of the vehicle, mileage and loan to value. This vehicle was 11 years old and had 89,439 miles. As we mentioned previously, the contract is a simple interest contract with no pre-payment penalties. If ***** is able to find a lender who will finance this vehicle at an interest rate that she finds acceptable, it can be refinanced and she would only be assessed the interest charges up to the point of payoff. We did our due diligence to secure an interest rate that was acceptable to her. While we cannot disclose the specifics in this forum, due to privacy laws, we would be happy to discuss them with her directly, if she chooses. As a gesture of goodwill, should Ms. ********* elect to refinance this loan within the next 30 days, we would reimburse her for any interest charges that she paid for the duration of the loan with ****. This would be interest accrued from 10/29/2021 to the date of payoff which would be no later than 3/12/2022. In order to process the reimbursement, we would need evidence of the interest paid / accrual from **** Financial to determine the reimbursement amount. We hope that ***** finds this an acceptable resolution as, assuming that she secures a better interest rate elsewhere and refinances the ***** she would be reimbursed for the interest charges accrued under the contract she signed with our dealership. Consumer Response /* (4200, 11, 2022/02/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) After reading their response! I'm shocked because the finance Manager nor the salesperson ever presented me with the compared numbers or estimates from other banks or credit unions that they contacted to get me a better APR!. We never Negotiated the Price of the Vehicle!, So I never had any say-so over my APR rate! I never approved the Finance Manager to move forward with the purchase of this vehicle because if I had seen the APR rate and the percentage rate on the amount financed I would have never agreed to this absurd contract!. With my good credit score and great credit history for the past 6 years with ********** and **************** I had no reason to sign any contract with this company if this paperwork was presented to me and explained to me as the Store Manager claims, it just doesn't make any sense. The manager also stated that they advised me to check my spam for the email with my contract in it! But I should not have had to check any emails for my contract Because I asked the salesperson for my paperwork I asked the store manager for my contract but they just kept giving me excuses on why they did not have the paper yet and finally after I've sat there for 30mins the salesperson finance manager had left for the day and they would have to email me the contract. At this point, I'm a little ****** because they had me sitting there all that time with my family and a 4year old restless child just to come out with that some made up story as to why they were refusing to give me paperwork that I had signed. So I insisted to have the dealer manager print off my contract and I was told that not even the manager could print off my paperwork because that's a different department. So the salesperson and the manager say that they would email me the contract the next day and that never happened... He goes on to say that my mother came to the dealership a couple of days later with me to go over paperwork and ask questions... NO! THAT IS NOT TRUE! We were not there to pick up any paperwork or ask any questions!!! We were at the dealership to pick the truck back up. The truck broke down on me while I had my family in it going to dinner. So I had to leave the truck in the shop for a couple of days and my mother came with me to pick it up. So while we were there my mother was there telling me to give them the car back and leave it at the dealership because she knew they were not honest about what was going on and that they were trying to manipulate me... When picking up the truck I had to literally get into an argument with the salesperson and the manager about giving me my paperwork and the ****** on the truck! They were refusing to give me my paperwork and asking why did I need the ******* I told the manager the truck has had to have some major repairs on it already so I wanted to see the history of the vehicle. The manager also stated that the finance manager sat down to explain to me the contract and answer some questions about the contract which is a lie, because how can I have questions about a contract that I have never seen before until that night and the finance manager was not at the dealership the night I picked up my truck from the repair shop. I have not seen the finance manager since the night I purchased the truck!, and I have been back to the shop several times for vehicle repairs. This manager also states that they did their due diligence to get me the best rate possible! I have proof that is not true because I have gotten letters from other finance companies offering to refinance my loan because the interest rate is usually high. It's sad to see how these companies lie cheat and steal to get what they want and try to make you feel like you are inferior to them when in fact they need people like me to come in with a job and good credit so they can basically and legally still my Identity by manipulating paperwork and lying about how the deal was handled and they are getting away with it because they are a large company and they know most people don't have the money or the time to invest into a Lawyer to fight this kind of legal thievery These so-called large companies will do anything for a dollar! "I feel as if! This company has been doing this underhanded business for a while and getting away with it!. I am convinced that they had what I call is a misjudgment of character when it came to me, I feel as if they looked down on me and tried to judged me to be undereducated, low income, and gullible in eyes, I believe they felt as if they could bamboozle me and tell me anything and I would believe it... I firmly believe this company needs to be under investigation for unfair business practices, Forgery, predatory lending, misrepresentation,bait-switch, and add-on concealment. What this dealership did to me is similar to dealerships that offer finance to buyers with bad or no credit will charge a higher interest rate as the price for taking on a "risky" borrower.

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