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:09/22/2023

  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.

  Last year I took my 2020 Range Rover ***** to service at this dealership because it started squeaking when braking. The dealership told me that this was normal with **** performance brakes. This sounded ridiculous to me that a luxury vehicle would start squeaking and that this would be found normal. I did my own research and found that this was a common problem with early models from the late 2010,s and that a tube of lubrication solves the issue. This was a recall on this model of those years. This tube costs the dealership under $1. When I brought this to their attention, they said I was not eligible for the recall because I had a newer model although they did confirm that it was the same issue. They charged me almost $500 to fix the problem with the $1 tube of lubrication.

  Business Response

  Date: 10/05/2023

  The ********* Range rover ***** was inspected by our service technician and a repair estimate was sent to and approved by the owner, *********.  The repair included cleaning and applying a chamfer (a reduction put on an edge) to the brake pads, lubrication of the bake slides and re-assembling the brake components.  A noise reduction fluid was also applied to the brake pads.  No parts or fluids were charged out on the invoice for this repair. This repair was all labor. 

  The procedure and lubrication ******** is referring to was applicable to range rover ***** models between 2014 and 2017 only.  See attached documents.

  No technical service bulletins released for brake noise concerns are available for 2020 Range rover ***** models.  

  The manufacture considers brake noise a normal condition that does not impair operation or performance as indicated in the 2020 Range rover ***** workshop manual.  See attached documents.  

• Initial Complaint

  Date:08/31/2023

  Type:Billing 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.

  Went to the dealership to purchase an Range Rover in October 2022 , and this time I was advised I had to put down a 3000.00 down payment for the vehicle. I was later made aware that a down payment is not required according to 15 U.S. Code § 1662 - Advertising of down payments and installments (1)that a specific periodic consumer credit amount or installment amount can be arranged, unless the creditor usually and customarily arranges credit payments or installments for that period and in that amount. (2)that a specified down payment is required in connection with any extension of consumer credit, unless the creditor usually and customarily arranges down payments in that amount. 15 U.S. Code § 1605 - Determination of finance charge (a)“Finance charge” defined Except as otherwise provided in this section, the amount of the finance charge in connection with any consumer credit transaction shall be determined as the sum of all charges, payable directly or indirectly by the person to whom the credit is extended 5)Premium or other charge for any guarantee or insurance protecting the creditor against the obligor’s default or other credit loss. Meaning that the insurance was suppose to be included in this finance charge and it wasn't and I was advised I had to have insurance prior to the deal for it to be done. I was never given any option to opt of credit reporting under the truth and lending act this is required not optional I would like this to be taking to serious consideration for me to be refunded my down payment and have this account removed from my credit report.

  Business Response

  Date: 09/27/2023

  ********************** inquired about a vehicle we had offered for sale on Monday, September 26th.  He applied for financing and wished to put no money out of pocket.  On Tuesday, September 27th he was declined, we called ********************** to review the information in his credit application for accuracy, conference called his lender on his trade for an exact payoff amount, asked him if he could put down any money to try to get a counter offer from our lenders.  Once the figures were more accurate and we had a better sense of his sources of income, we called the lenders to update the requested borrowed amount to see if they could approve the request with $0 down or even the $3,000 that ********************** said he could do.  None of the three lenders we worked with would approve the request but Land Rover Financial Group did suggest a dollar amount combined with the cash commitment of $3,000 from the client that could potentially give us a way to go.  On the original vehicle it would have required a significant amount of money out of pocket which ********************** was not inclined to do.  We looked through the inventory and on Thursday, September 29th provided an alternate vehicle that would get ********************** into the financed amount range that the lender had said they might approve.  On Saturday, October 1st ********************** came to the dealership to look at the vehicle we had offered, found it agreeable, signed an agreement to purchase and left a $2,500 deposit to hold the vehicle until him came back in on Tuesday, October 4th to execute his loan documents and motor vehicle paperwork and take delivery of his new vehicle.  At that time, he made the final deposit of $500 for the grand total of $3,000 out of pocket.

• Initial Complaint

  Date:05/11/2023

  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.

  IF YOU WANT TO BE TREATED WITH THE UPMOST DISRESPECT AND RECIEVE POOR CUSTOMER SERVICE, VISIT *** AT JAGUAR WILLOW GROVE. I Am beyond appalled by the disrespect and poor customer service received I received. I put my car in for service once again after they "fixed" my car earlier this year only leaving me with additional work required. THEY "FIXED" codes that are STILL appearing on my car (12 hours after picking up my car)- SEE PICTURE. I was hit with a $597 bill for a fuse issue that I'm positive their previous work caused. The funny part is- the part cost $0 based on the technician and the receipt ($597for "labor" hahaha). What labor when my car is a computer on wheels? In addition, i received a threatening phone call at 8am from RACIST *** who informed me he was calling the police on me because I asked if i could call him back in 15 mins because i was not able to discuss business at the moment and just need 15-20 mins before i returned his call. HE BEGAN YELLIN AND DISREPECTING ME leading nowhere.I said why are you speaking to my in this manner- all i asked for is a second to settle in at work. He said " before you go and call me back in 20 mins- i will call the cops" - like what? YOU HAVE ALL MY INFORMATION ON FILE- MAKE IT MAKE SENSE? HE CLEARLY LOVES HIS JOB! -JAGUAR PLEASE GIVE THIS ******* A RAISE WITH HIS SERVERANCE because this inequality im sure will be proven is not right. ONE HOUR LATER- the police called me.... I am trying to understand his point when their is not criminal matter in progress. AS A ***** WOMEN, I AM IN FEAR for my life if i ever need to return because why was the police involved over a $597 invoice. NOT TO mention, MY CAR IS OBVIOUSLY STILL NOT FIXED. This has been the most upsetting 12 hours in my life and people LIKE *** do not deserve to work as a "manager" working with diverse populations. THIS IS NOT HOW YOU TREAT HUMAN BEINGS-LET ALONE WOMEN OF COLOR! This matter will for sure be not taken lightly. ALSO--PAY ATTENTION TO THE IMAGE AND TIMESTAMP. THEY CLEARLY CANT FIX ANYTHING. Did I mention , nothing was fixed and the same codes that cost 600 popped up ?? A joke ! I would Like Scott to call Me !

  Business Response

  Date: 05/22/2023

  **************** dropped off her vehicle on April 27th for warning lights coming on the center display and was given a preliminary estimate for diagnosis of $410.00 in which was agreed upon by her.  Technician initial diagnosis was a blown fuse caused by a wiring harness shorting out.  Vehicle was repaired and customer was given a multi-point vehicle inspection in which additional items were discovered for repair.  Customer declined and asked to speak to the Service Manager.  I spoke with **************** on Friday, April 28th concerning additional charges from a previous invoice, (******) that were added to the invoice.  **************** also had questions concerning the repairs that were completed.  I explained what was done to the vehicle to correct the concern and reduced the amount previously owed by **************** from invoice ******.  **************** thanked me for the consideration and agreed to pay the total amount of $697.47 when she came in to pick up her car. 

  Upon arrival, **. ******** credit card payment was declined. Our cashier attempted the transaction again as directed by **************** however the payment was declined.  **************** spoke with our service associate on duty and explained to him she was waiting for a check to clear. Our service associate did not follow procedure and allowed **************** to leave without payment.  Our service associate attempted to contact **************** before she left the dealership property to discuss damage to the loaner car she was issued.  **************** did not respond to the phone calls and left.  

  I contacted **************** the following day inquiring about payment and the damage to the loaner car.  I reminded her she spoke to me on April 28th and agreed to pay when she picked up her car.  At that time, **************** started to verbally abuse me.  I told her I was calling the Police to issue a complaint for leaving without payment and wished her a good day.  

  Attached is the repair order indicating the initial diagnosis of $410.00 agreed to and signed by **************** and the completed invoice indicating on job line D the reduced amount offered to and agreed upon by *****************  

• Initial Complaint

  Date:12/30/2022

  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.

  Complained to Willow Grove dealership 7 time about engine noise since March 25, 2021. Took it in nov 22, 2022 complaining about engine noise and knocking again, nothing was found. Three weeks later, Dec. 10, while driving, my Range Rover Sport with only 63,000 miles started shaking so violently I thought the wheel was coming off or the car was about to split. I drove it straight to the Willow Grove dealership where I purchased this vehicle brand new, and have been a loyal customer for over 7 years. Dec. 13, Im told that the vehicle misfired and destroyed the engine, its the timing chain, and it can't be repaid. I will have to pay for a new engine, $20,000.00. Range Rover just settled a class action suit in 2020 for this very problem, timing chains malfunctioning, for Rovers 2012-2014. I brought my range rover brand new at that dealership and have been a loyal customer of 7 yrs. I trusted them and believed that this brand was reliable and safe. Because of this catastrophe, I have learned that it is rated as the worst reliable vehicle. I was told I have an impeccable service record, but they are not going to take any responsibility at all. I know this could have been prevented if the service department had taken my continuous complaints of engine noise and knocking, seriously in March of 2021 or Nov. 22, 2022 and the five times in between. Poor service to a very well know problem should have produced protocols in place from preventing such a costly and dangerous catastrophe. I aim traumatized, That was my only reliable vehicle, and I woke up crying just thing about how this huge unexpected, but very avoidable cost will affect my life and budget. I am planing to protest in front of the dealership and tell my experience and warn others , if we can't come to a resolution quickly for me to be made whole.

  Business Response

  Date: 01/22/2023

  Attached is our response which was also mailed on January 13th, 2023.

  
  

  *** ******'s vehicle was brought in for a check engine light and poor running condition on December 10, 2022. Technician found engine timing chain had jumped causing internal damage to the engine, not allowing it to run in time. This condition typically happens when the timing chain tensioner is worn or the engine was not maintained as per manufacturer guidelines. The maintenance schedule requires oil services every 16000 miles or 1 year, which ever comes first. 
  *** ******'s vehicle was not maintained according to the manufacturer's maintenance schedule. Her vehicle should have had 7 oil changes following the schedule. *** ******'s service history shows her vehicle only had 3. 
  Attached is a copy of the manufacturer's maintenance schedule. 
  *** ****** had the use of a loaner car for 30 days and has since purchased a replacement vehicle from this dealership on January 12, 2023. 
  Sincerely, 
  Dan C******* 
  Service and Parts Director 
  Jaguar Land Rover Willow Grove 
  

• Initial Complaint

  Date:10/14/2022

  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 my jaguar with two warranties. I was trading it in for something bigger and wanted to see how much the refund of my warranty would be. I was informed by ******** it would take three days because her manager would have to contact them and see. It's over a week no contact and I'm now told they will not give me the information or how to cancel the contract. How can i get in to camcel the contract or call them if you won't give me the information. I did not have this problem purchasing it from you. Over a week no contact from rep or management.

  Business Response

  Date: 10/28/2022

  In response to **. ********* complaint:

  
  

  ******************** called our dealership October 11th and spoke with one of our finance managers. She was calling to find out what her refund would be for a warranty that she had purchased with her vehicle. She explained that she was still deciding if she was going to buy a new car and trade her vehicle, so she was only looking for a quote for cancellation at that time. 

  Our finance manager explained to **. *************;that she was not the one who processes those quotes, but she would get the office manager to get her that information as soon as possible. ******************** was told that it may take a day or two to get a response from the warranty company, however, the office manager was able to get ******************** a quote that same day. On October 11th, our finance manager emailed ******************** with all of the information requested.  It was explained in this email that the dollar amount for her request would change based on the actual date of trade and odometer reading at that time, the quote provided was only for the date 10/11/2022 and mileage that was provided on 10/11/2022. Our finance manager did not receive a response from ******************** after that. 

  On October 15th,  the dealership received a call from ******************** stating that no one ever got back to her with the information she requested for her cancellation. The finance manager then sent a follow up email to her apologizing and gave ******************** instructions on what she would need to provide to us in order to finalize her request for cancellation. 

  ******************** was then called by both the general manager and the finance manager to make sure she had received the emails to which she replied that she had not received them. After confirming her email address, the previous emails were forwarded to ******************** so that she could see that we were in fact sending her the requested information. 

  On October 17th, after ******************** sent us the odometer statement from her trade transaction as requested in order to process her cancellation, it was then immediately forwarded it to the office manager who canceled **. ********* warranty contract. The finance manager then called and emailed ******************** again to inform her that the transaction was complete and the refund was mailed on 10/26/2022.

   

  Scott K********

  General Manager

  Jaguar Land Rover Willow Grove

• Initial Complaint

  Date:09/01/2022

  Type:Sales and Advertising 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 purchase was made on 08/29/2022 of a 2023 Range Rover *************. It was previously discussed and negotiated to a particular price for finance. Upon accepting the agreed upon rate, we agreed to purchase the vehicle. Upon delivery, the paperwork was reviewed with no discrepancies reported by the sales representative and all was executed via signature. The sales representative advised that he would be taking the paperwork back to the finance manager who would in turn sign and complete the paperwork along with accepting my check for down payment and also taking my previous vehicle as a trade in. On 08/30/2022, I receive a call indicating that the dealership made a financial mistake by mistakenly putting 6% instead of the 8% State Tax, which now would result in an additional $71 or $3800 out of my pocket, which was not previously informed to me nor agreed upon. The New Care Sales Manager (Nick C*******) immediately threatened by indicating that if I did not sign the paperwork to accept these new charges now after the contracts have been executed that he would do what he could to take the car back. Additionally, Nick threw it in my face that the car was a rare one and he did what he could to make sure I got it with the implication that he didn't have to do any of that. Nick further indicated that he was not able to eat up the additional charges even though he agreed it was his fault and stated that there was nothing he could do. I informed Nick that the contract was signed, at which point, Nick indicated previously that it was not signed by the finance manager and that he could still take the car back...given that this was their mistake not even being considered. I am also a longstanding consumer of this dealership and have received vehicles from them for many years and was treated in such a way that made me resent even getting the vehicle from them. As a result of it all, I was now stuck with a $4000 add on that I had no choice but sign or my car would be taken.

  Business Response

  Date: 10/03/2022

  September 16, 2022 
  

  In response to *** *****'s complaint: 
  

  The dealership prepared *** *****'s paperwork to be signed on 8/29/2022. The documents were printed and signed by the customer that same day. Upon receipt of the documents, the finance manager detected that there was a discrepancy in the tax rate on the bank contract. Initially, the figures had all been calculated based on a 6% tax rate using one of *** *****'s previous address's. However, it is our responsibility to calculate tax based on the address listed on the customers drivers license. In this case, *** *****'s Philadelphia address must be used, which would result in a 8% sales tax. 
  

  There were no hidden charges added to these new figures, no changes were made to the purchase price or any other cost on the contract. The only change was the tax rate from 6% to 8% which resulted in tax difference of $3,820.80 or at *** *****'s option, a payment increase of $79.21. *** ***** was responsible to pay his correct tax. That is all. There were no additional "add ons." A mistake was made, and the dealership immediately reached out to the customer to let him know what had happened and to rectify the oversight. The finance manager then drove to the customers home with a copy of the incorrect contract, as well as the corrected contract for the customer to sign. This was done to show that nothing was changed on the contract other than the tax rate. *** ***** was very unhappy about the mistake, and rightfully so. 
  

  He was informed that he did not have to sign the contract with the correct tax rate, however he would still be responsible to pay the tax on the car. We also gave *** ***** the option to return the car if he did not wish to proceed with the contract at the corrected tax rate. After a lengthy conversation with both the finance manager, as well as the new car manager, he did end up signing the correct contract. The finance manager also fully executed the new contract in front of him and provided him with a copy to retain for his records. 
  

  As a one-time good will gesture, the dealership did compensate *** ***** $1,000 for his time and inconvenience. In the end he said he was satisfied with what was done for him in order to remedy the situation. 

  Sincerely, 
  Scott K**** 
  General Manager