Complaints

This profile includes complaints for Bluff City Jaguar Land Rover's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Bluff City Jaguar Land Rover has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Bluff City Jaguar Land Rover

  6335 Wheel Cv Memphis, TN 38119-8244

• 

  Bluff City Jaguar Land Rover

  1810 Getwell Rd Ste B (former) Memphis, TN 38111-7000

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:11/06/2024

  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.

  On July 12, I received a repair from this business on multiple parts, including a fuel pump, after my car broke down while I was traveling from ******, ** to *********, **. On September 10, my car broke down again and seemed to have the same issue. On September 20, I contacted this business. I was not able to talk to the Service Advisor, **** ******, that I worked with on my initial repair. I was connected to another Service Advisor, whose name I did not make a record of, who informed me that the business only offers warranty on the service they provided, not the part itself. I confirmed this multiple times in the call. I also informed them that I was now in ******, ** and I could not get my vehicle back to their shop in *******, **. Due to the information I provided, I brought my car to ****** Automotive Repair shop in ******, **, since they work on foreign cars and have a good reputation. After the repair, they informed me that the failed part was a fuel pump, and seeing that my car has two fuel pumps, I asked them to confirm that it was the newer one that was recently put in. They confirmed that it still looked new/lightly used. On October 17, contacted the Land Rover Bluff City again where I spoke with ******* **********, and I was told that they do not believe that I was given misinformation about their warranty policy and I should have brought it to another Land Rover dealership where the part would have been repaired under warranty. I explained how I would have done that if I was initially given the correct information. After a long discussion, ******* told me that he was done with the conversation and he would not accept any calls from me again until he chose to contact me first about the issue.

  Business Response

  Date: 11/07/2024

  Bluff City Land Rover did install a new fuel pump on repair order ****** opened on July 12, 2024 that the customer attached to this case.  I do not see an invoice attached from the repair facility that installed the second fuel pump.  The original complaint details states the vehicle broke down on September 10 with what seemed to be the same issue.  The issue I have is that it also states it was September 20 when first contact was attempted to us and that the vehicle was taken to an independent repair facility, not to the closest authorized Land Rover dealership. Had it been taken to an authorized Land Rover dealership, the repair would have been performed at no cost to her simply by presenting the invoice from our dealership. It appears that the repair had been completed by the time of contact. As I understand, there was an initial mention that the part was improperly installed. Our service manager, ******* **********, called the shop and spoke with someone there that stated that the fuel pump was installed properly and that the part just appeared to have failed. I believe several conversations occurred with both a mother and daughter about the conditions of the service parts warranty and the fact that the warranty can only be honored by an authorized retailer.  It is unfortunate that the customer paid for a repair that could have been covered by warranty but that does not make us responsible for that choice.  

• Initial Complaint

  Date:05/04/2024

  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.

  On 4/24/24 I was driving my mom's Velar when the low suspension light illuminated. I was in ******* at the time and took it to the Buckhead dealership and within 30 minutes they had diagnosed a sensor that needed to be replaced. They did not have it in stock and it would be several days before would be available. So I said I will take it back to the Memphis dealership since I had to go back home. Was not able to get into the Memphis dealership for another week and then I had my 80-year-old mother drive the vehicle in. I had to print out for what they had previously diagnosed as the issue and even spoke with ****** and told him the printout had already determined what the issue was. He informed me they will check it out and see if it matched their diagnostic. 2 hours later my mom calls me and tells me it wasn't that part but they need to replace a strut and it's $1,800 and they would not give her her keys or anything until she paid $1,800. I told her I said that's the issue I will pay for it get your keys and go ahead and meet me because I had a meeting that we both had to be at at 2:00. She called me back yet again and said they would not give her her keys. I left and went up there and spoke with ************************* was busy eating a Subway sandwich and on the phone and was trying to tell me I could not get the car if I did not pay $1,800. So my question was you're impersonating people until they pay and when did you start ordering I'm making people pay prior to the parts because I have a jaguar and I've had service there done before and I never had to pay prior to receiving the part. When I said that he walked off a tall white male who said his name was *** and he was some type of manager came to see if he could be of assistance I said this man is withholding my mom's keys unless we pay $1,800 also if the part that the Buckhead dealership notated was out of order I want that replaced as well so she won't have to come back. Also why keep keys that's false imprisonment!!!

  Business Response

  Date: 05/06/2024

  ****************:

  As per our phone conversation this morning, I will email you a copy of the receipt crediting your card the full amount you were charged to order the part.  

  Business Response

  Date: 05/06/2024

  The customer arrived at our dealership having had diagnostics performed at another dealership. When we inspected the vehicle, we could not find fault with the part the dealer in the Atlanta faulted.  We performed the test multiple times and the sensor they faulted passed all tests. We could duplicate a binding issue with the shock that could have lead to the other shops conclusion that the sensor had failed.  We explained all this to the customer and they seemed okay with having the part replaced even though it was not covered by the warranty but the first part would have been. The wanted the shock ordered but also requested the sensor also be replaced. The customer was frustrated when we would not replace a part we could not find fault with, regardless of who paid for it.  The customer grew more frustrated when the part had to be paid for in advance due to it was not a normally stocked part. The customer spoke with multiple members of my staff about the parts and multiple attempts were made to explain and diagnostic steps leading to our diagnostics and the process to order the part.  The customer did decide to have the part ordered on the repair order and paid for the invoice. The vehicle was returned to her at that time and no attempt was made to retain the customer or vehicle any longer than necessary.  The customer could have left at anytime, if the part had not been ordered and as soon as the paperwork and payment was processed if the part was approved. There are so many comments in the post that I cannot seem to make sense of.  She mentions a Jaguar that she uses to suggest a different treatment this time but the Jaguar listed under her name and the same address was only here one time in 2022 for warranty work and did not have a part ordered on it.  She mentions my employee eating a Subway sandwich but it was handed to him by another employee and laid on the corner of his desk until the customer had been handled. It had actually just been handed to him by ***, the tall white male, that also attempted to take assist her when he heard escalated conversation at the parts counted about having to to prepay for the part and her desire to speak with a manager.  I feel that every attempt was made to provide **************** with the information to make a informed decision about her vehicle and get them on their way as quickly as possible. 

  I called Dr. ******* Turned this morning and was immediately met with aggression and the realization that there was really nothing I was going to be able to change the situation. She also added race and gender to the accusations even though half the people she interacted with were the same race.  She finally asked what I was willing to do to resolve the situation.  I stated the only thing that seemed to me like a reasonable decision would be refund her the money for the part she ordered and for her to take the vehicle to someone she might trust for the repair.  She agreed that is what she wanted but still threatened that I had not heard the end of this.  

  Customer Answer

  Date: 05/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept their proposed resolution . They did nit send me thw receipt as ********************* he would. He alao nwver aaked me what I would like for him to do to makw this right and never apologized. He was more upset I had filed a complaint than hearing my version of what happened. His whike approacg to me was gis guya did bothing wrong. It was only when I inquired if you were going ask me what happen that he asked. No way in the world this Range Rover standard of treating customers. 

   

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

  4424 August ****

  *******, ** 38109

  
  

  Customer Answer

  Date: 05/07/2024

  ******,

   

  Didn't reverse charge nor sent me an email receipt as he advised he would do. 

   

  Please advise.

  Dr. **************************;

• Initial Complaint

  Date:05/06/2022

  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 Disabled Sevice *************, purchased the 2015 Range Rover Sport with pention money of $41,998.52 cash,from Jaguar Range Rover Bluff City in *******, ** May 4, ********************************** the engine to the sales person ******************* it was a Loud ticking sound underneath the engine, he said it was just the way a Range Rover ran, since I never owned a electric engine I thought it was true, since the motor only had ***** miles on the speedometer/ NOW i have (65079OD) , so I paid cash they lied to me and said I didn't have credit, in which I bought a **** Polaris **** the next day found out I had a 7 point credit rating, but I bought the vehicle cash drove it home it ran hot water was running on the ground I called him the next day he said bring it back and they took it back to the service department and ran a check and said it was running ok, but it still ran loud and hot it keep leaking water I kept adding water to it the plunge COVID-19 Broke out I didn't drive it that much ran hot on side of interstate had it sit up for a while had it towed $****.00 home called Bluff City again said they had backed up because of COVID, and couldn't get parts, finial they sent me a yearly service check when I took it in I told them it was running hot On April 25, 2022 and they checked it and the front end alignment all 4 wheel $****** each was off when I first bought it I told them I need it fixed also, they told me the rear Suspension Line needed replaced end total labor $3122.50 and total charge ******* for a Range Rover Sport that I just paid for in radiator had leaks also the rear-end superstition line has leaks had to be replaced to stop it from running hot, also all four tires had to be aligned you can't align just the front end on a Range Rover $ ****** each, and didn't use no Factory warranties on just the hot light sensory that they didn't tell me was gone on when I bought it

  Business Response

  Date: 05/12/2022

  The customer did purchase a pre-owned 2015 Land Rover in May of 2021. That is where the above verbatim stopped making sense. The vehicle he purchased does not have an electric engine nor does the salesperson or preowned manager remember anything about problems with leaks, noises, or anything else after the sale. He implies the vehicle was retuned to the dealer after the sale and was checked by the service department but there is no record of that in the file and no vehicle is diagnosed or repaired in the shop without a repair order. He mentions Covid as the reason he could not get the vehicle looked at but we remained open and working throughout 2021. He claims he finally brought the vehicle in in April of 2022 for leaks and overheating but the original lines on the repair order do not include those items. It was originally written up with customer concerns of an oil change, check engine light, and alignment. On inspection that visit, the technician found and estimated cooling system repairs along with other items. The vehicle had been driven almost a year and and ****** miles since we had last seen it. The customer approved the repairs and picked up the vehicle after repairs. It was after that visit that the BBB case was opened. There is no grounds to provide the customer a refund for anything.
  I have attached the service history summary that shows dates and mileages along with copies of the repair order before and after the sale. Again the repair orders are almost a year apart and reflect the vehicle mileage increase of ****** miles. ****** call me if there is any additional information you need or if you have any questions.
  See Attachment/File: 05122202.PDF

  Customer Answer

  Date: 05/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  When I return the vehicle after the service was done, I spoke to the service man on the phone by text telling him when I took my Range Rover in to be serviced the Air Condition was cold as ice (fine) and I friend girl could witness that, she kept telling me to turn it down, that when he told me about something of a problem he had notice about my air conditioner I told him the story that I first bought the vehicle how the salesman and finance Manager as well as I told the General Manager about how I was treated He told me to bring it on in, I did upon my arrival I asked to speak to the manager and told him I was not dropping a vehicle off and leaving it after leaving it for five days to have fix no courtesy car, I had to rent my own vehicle last time, I live 160 miles round trip away, so he took my vehicle and said he did a check in blue ink found no leaks and still charged me $150.00 for free on, when wasn't nothing wrong with my air when I turned it in, I told him I had filed a BBB complaint asking for my money back for the $5000.00 for the water pump and rest of service I reported when I first bought the Vehicle he said he would look into it and get back with me, while waiting I spoke to the sales guy I bought the Vehicle from and told him about the incident and the Christmas card thanks he sent me and service and he told me he remember me and the I told him about the water pump I fixed that he had his service guy check out when he told me to bring it back the next day, that manager just straight out lied. The salesman Told me he remembered (I have him on video recording on may 5,2021 and on the day, I spoke to him the General Manager May 11,2022) he and said also he did not have nothing to do with them not being able to check my Credit. That Manager told me he would check into in and get back with me, he just lied. I took the vehicle to three more shop in May 9,2021 (Running Hot) they said they don't work on Range Rovers and get statements, I'm sure they remember me in a Range Rover it seems to excites people and I talk a lot about ***********************, and brother-in-Law that's a machine can witness that the vehicle was running Hot form day one, He's the One told me to take it back, Now! asked the Manager to Lie about my witnesses I have from May 5, 2021 - April 2022, I have receipts. I have been going back and forward all year long with 7mm tumor on my brain sick stopping putting water in my vehicle hoping the motor didn't bust, that's why I didn't know what the loud noise I thought the engine was electric that what someone said. I am not a manager General Manager. Do the right thing God is watching. Amen

  Customer Answer

  Date: 05/17/2022

  ***Document Attached***
  When I return the vehicle after the service was done, I spoke to the service man on the phone by text telling him when I took my Range Rover in to be serviced the Air Condition was cold as ice (fine) and I friend girl could witness that, she kept telling me to turn it down, that when he told me about something of a problem he had notice about my air conditioner I told him the story that I first bought the vehicle how the salesman and finance Manager as well as I told the General Manager about how I was treated He told me to bring it on in, I did upon my arrival I asked to speak to the manager and told him I was not dropping a vehicle off and leaving it after leaving it for-five days to have fix no courtesy
  car, I had to rent my own vehicle last time, I live 160 miles round trip away, so he took my vehicle and said he did a check in blue ink found no leaks and still charged me $150.00 for free on, when wasn't nothing wrong with my air when I turned it in, I told him I had filed a BBB complaint asking for my money back for the $5000.00 for the water pump and rest of service I reported when I first bought the Vehicle he said he would look into it and get back with me, while waiting I spoke to the sales guy I
  bought the Vehicle from and told him about the incident and the Christmas card thanks he sent me and service and he told me he remember me and the I told him about the water pump I fixed that he had his service guy check out when he told me to bring it back the next day, that manager just straight out lied.The salesman Told me he remembered (I have him on video recording on may 5,2021 and on the day, I spoke to him the General Manager May 11,2022) he and said also he did not have nothing to do with them not being able to check my Credit. That Manager told me he would check into in and get back with me, he just lied. I took the vehicle to three more shop in May 9,2021 (Running Hot) they said they don't work on Range Rovers I'm sure they remember me, and brother-in-Law that's a machine can witness that the vehicle was running Hot form day one, He's the One told me to take it back, Now! asked the Manager to Lie about my witnesses I have from May 5, 2021 - April 2022, I have receipts. I have been going back and forward all year long with 7mm tumor on my brain sick stopping putting water in my vehicle hoping the motor didn't bust, that's why I didn't know what the loud noise I thought the engine was electric that what someone said. I am not a manager General Manager. Do the right thing God is watching. Amen /// ADDING TO MY STATEMENT: I recorded video of sales (and receptionist girl)guy who sold me the Range Rover May 4, 2021 and I recorded the conversation when they add the 40 pounds of coolant to my Range Rover when the General Manager went to take care of my vehicle, he need to ask them didn't he admit to it and the receptionist didn't she hear him admit it or should I post the video, he need ask the sales person also the receptionist lady on the front desk sitting there heard us talking and he admitted remember me buying and complaining about the loud noise, also he had the service guy to come pick it up and check if it was running hot and the service guy brought it back said no, he said he remember it, and the receptionist heard the conversation she was smiling, so he need to ask ***** because he can't lie because I have him on recording video, now I would like $5000,00 for service, ******** for having it towed for and the $150.00 for the coolant, they let out. I filed this complaint withing a year, so it's on file other lability charges, could follow since I have the video and the General Manager called me a Lie. I takes my Camaro to a Chevrolet Dealership have been to the same one over 10yrs and I took it straight there after they lied it wasn't running hot, in which it was, I had to tow it on the way back, they will have record of me bring it there on May 5, 2021 for running hot I waited in the waiting room till they came out and said they don't service Range Rovers, then I took it to two more mechanics who I do business with that remembered willing to sign a statement, on the same day. Do the right thing! God Bless.
  See Attachment/File: request.pdf Second. Complaint BBB.pdf

  Customer Answer

  Date: 05/17/2022

  I Disabled Sevice *************, purchased the 2015 Range Rover Sport with pention money of $41,998.52 cash,from Jaguar Range Rover Bluff City in *******, ** May 4, ********************************** the engine to the sales person ******************* it was a Loud ticking sound underneath the engine, he said it was just the way a Range Rover ran, since I never owned a electric engine I thought it was true, since the motor only had ***** miles on the speedometer/ NOW i have (65079OD) , so I paid cash they lied to me and said I didn't have credit, in which I bought a **** Polaris **** the next day found out I had a 7 point credit rating, but I bought the vehicle cash drove it home it ran hot water was running on the ground I called him the next day he said bring it back and they took it back to the service department and ran a check and said it was running ok, but it still ran loud and hot it keep leaking water I kept adding water to it the plunge COVID-19 Broke out I didn't drive it that much ran hot on side of interstate had it sit up for a while had it towed $****.00 home called Bluff City again said they had backed up because of COVID, and couldn't get parts, finial they sent me a yearly service check when I took it in I told them it was running hot On April 25, 2022 and they checked it and the front end alignment all 4 wheel $****** each was off when I first bought it I told them I need it fixed also, they told me the rear Suspension Line needed replaced end total labor $3122.50 and total charge ******* for a Range Rover Sport that I just paid for in radiator had leaks also the rear-end superstition line has leaks had to be replaced to stop it from running hot, also all four tires had to be aligned you can't align just the front end on a Range Rover $ ****** each, and didn't use no Factory warranties on just the hot light sensory that they didn't tell me was gone on when I bought it

  Business Response

  Date: 06/07/2022

  There is little I can add to this case. The repair invoice documentation I provided shows the time span between purchase and the coolant repairs performed. I listened to ************** on his last visit where we performed diagnostics for his air conditioning blowing warm, that he believed was related to the cooling system repairs. None of the repairs performed involved extracting the refrigerant. We charged the system for leak check and added dye, We found no active leaks at this time. We performed that service for only the cost of refrigerant and I was clear that we had not repaired anything but it would assist future diagnostics if needed. I researched his concerns and spoke with everyone involved and no one remembers the events like he presents them. I feel that Bluff City has done all we can do to resolve his concerns and have treated him as valued. I will not respond further to this case. I appreciate his service to our country.

  Customer Answer

  Date: 06/15/2022

   
  Complaint: 17408133
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************