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:10/02/2024

  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.

  September 10 I took my car to Jaguar Henderson for an oil change after they get my car I receive a call from **** Henderson the service advisor telling me that I had a leak near my coolant area and it would cost $1100 to repair. Each time I have taken my car to them they find additional things wrong. And after I have gotten my car back from Jaguar additional problems happen immediately after in which I feel their mechanics are not completing the repairs properly. I took my car to them when my check engine light was on they told me I needed a new engine in which would cost me $15,000. I told them that was not affordable then they said they could replace the engine for $13,000 then I allowed them to replace it. When I took my car to them my air conditioner was working excellent blew very cold air, but after I replaced the engine my doors didn't lock and all of a sudden my air conditioner no longer worked. I informed them about it and **** told me to bring it back and they charged me a $236 fee for them to look at it, told me my compressor on my air conditioner needed to be replaced and would cost almost $4000 I refused the repair and informed him that there was nothing wrong with my air conditioner before I brought my car to them. While my car was there they told me my head lamps needed to be replaced on the phone he told me it was $60 so I said do the repair, when I got there to pick up my car the cost was almost $900 for the head lamps. With this recent repair immediately after it was done I smelled gasoline each time I cut on my vehicle. I called and informed them was told the service advisor **** was not in and would receive the message that I had left in which stated that something is wrong with my car and I smell gasoline, and I'm not paying them any money for them to check it out since it's due to their repair they have done. No one from Jaguar has called me back.

  Business Response

  Date: 10/08/2024

  The vehicle referenced in the complaint from ***** ******** is a 2014 Jaguar XF with over ******* miles on it.  It was brought to our service department in January, at which time we replaced the engine assembly due to there being sludge.  We discounted the quote from $15,000 to $13,000 initially and then gave another $800 in parts and labor on top of the original discount. 

  Additionally, when replacing the engine, our technician found that the sludge had damaged the turbo charger and our service department replaced the turbo charger at no cost to her, another $2052.03 that was not charged to her.

  In February, the vehicle was brought back with the concern that the key wasn't locking all doors and the trunk.  We completed a software update, at no charge, for client satisfaction.  She needed to replace both front headlamp bulbs and the peanut marker light and agreed to pay $959 for the repair and shop charges.  We discounted the repair another $86.54 and replaced the marker light at no cost, as well as provided her with a complimentary loaner for a week, a value of $700.

  The vehicle was brought back to us in March with the complaint that there was a fluid leak.  We found that the leak was due to a pinched gasket from the turbo we installed in January, so we replaced the pinched seal, at no cost and again provided a complimentary loaner for another 6 days.  Ms. ******** stated that the a/c was blowing warm air, so we also performed a complimentary diagnostic, at which time we found the a/c compressor needed to be replace, which she declined.

  The last visit was in September when the vehicle was brought in for an oil change and she requested that we diagnose the check engine light that was on.  We found that the coolant pipe under the intake manifold was leaking, and Ms. ******** approved the repair.

  The client's vehicle has been in our service department 4 times this year.  We have made every effort to be accommodating to minimize inconvenience as well as working to ensure that we have extended gestures to offset some of the expense as a courtesy to ensure her satisfaction and value for the work we performed.

  With regard to the suggestion that the gas smell is a result of work that we have completed, we have not done any repairs which involved the fuel system at all.

  Customer Answer

  Date: 10/08/2024

  In regards to my air conditioner, it was working perfectly blowing cold air and without any problems, when I bought my vehicle to Jaguar Henderson, after I received it back it did not work, then when I asked them to check it they said I needed a $4000 compressor, I found out from other mechanics that my compressor is working properly. As for the 2nd diagnostic on my check engine light, after the repair of the coolant hose, the light was no longer on so why would I pay for them to do a diagnostic on a check engine light if it is no longer on? To me the mechanic would not have suggested that if he would have clearly looked at my dash board. In regards to the gas smell, immediately after I received my car back from Jaguar Henderson  it smelled of gas from under the hood, I feel that the mechanic improperly repaired my car because there was no smell of gas before I bought my vehicle to Jaguar Henderson and now my vehicle smells of gas every time I drive it. I know that the mechanic did a crappy repair on my vehicle that I paid $1306. 

  Customer Answer

  Date: 10/09/2024

   
  Complaint: 22370046
  
  I am rejecting this response because:
  

  In regards to my air conditioner, it was working perfectly blowing cold air and without any problems, when I bought my vehicle to Jaguar Henderson, after I received it back it did not work, then when I asked them to check it they said I needed a $4000 compressor, I found out from other mechanics that my compressor is working properly. As for the 2nd diagnostic on my check engine light, after the repair of the coolant hose, the light was no longer on so why would I pay for them to do a diagnostic on a check engine light if it is no longer on? To me the mechanic would not have suggested that if he would have clearly looked at my dash board. In regards to the gas smell, immediately after I received my car back from Jaguar Henderson  it smelled of gas from under the hood, I feel that the mechanic improperly repaired my car because there was no smell of gas before I bought my vehicle to Jaguar Henderson and now my vehicle smells of gas every time I drive it. I know that the mechanic did a crappy repair on my vehicle that I paid $1306. 

  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 10/21/2024

  We appreciate the frustration that the client understandably feels due to the issues with her vehicle.  However, we have completed all work that was requested and authorized by the client.  All of our feedback and evidence from our prior response to this complaint still stands as fact.  Unfortunately, a 10-year-old vehicle with over ******* miles on it will have mechanical issues just by the nature of its age and miles.

  While we do not agree that the current complaints that have been expressed are in any way related to the work our service department has done, we do understand the frustration and disappointment she has experienced.  As a gesture of good will, we will refund her 50% of the most recent service bill, which would be $650.  We hope that she will find a service facility that better suits her needs moving forward.

  Customer Answer

  Date: 10/21/2024

   
  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.
  

  What Jaguar doesn't understand is that my vehicle may be 10 years old, but I bought it to them to repair it in which they claim they could do, and did not, and all I got was one headache after another each time a repair was done on my vehicle, I paid a lot of money to Jaguar Henderson and to end up with my car smelling like gasoline after they repaired my car is unheard and I would be hard pressed to believe that their mechanic did not smell the gasoline after he repair the coolant hose, spending more than $15,000 in less than a year and to end up still needing repairs on my car is the definition of insanity. You should be ashamed of yourselves for the work that was done on my vehicles. Jaguar Henderson mechanics do not repair a persons vehicle properly all they do is cause additional issues after each repair. I will accept this partial refund, considering all I have experienced with your company over the past 8 months, it's been an absolute nightmare!

  
  Sincerely,
  
  ***** ********

  Customer Answer

  Date: 10/21/2024

  What Jaguar doesn't understand is that my vehicle may be 10 years old, but I bought it to them to repair it in which they claim they could do, and did not, and all I got was one headache after another each time a repair was done on my vehicle, I paid a lot of money to Jaguar Henderson and to end up with my car smelling like gasoline after they repaired my car is unheard and I would be hard pressed to believe that their mechanic did not smell the gasoline after he repair the coolant hose, spending more than $15,000 in less than a year and to end up still needing repairs on my car is the definition of insanity. You should be ashamed of yourselves for the work that was done on my vehicles. Jaguar Henderson mechanics do not repair a persons vehicle properly all they do is cause additional issues after each repair. I will accept this partial refund, considering all I have experienced with your company over the past 8 months, it's been an absolute nightmare!

• Initial Complaint

  Date:04/16/2024

  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.

  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

  Date: 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

  Date:01/03/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:07/10/2023

  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.

  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

  Date: 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 Answer

  Date: 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,
  
  *****************************