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:01/06/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 a 2022 ******** here back in January 2023. I took it in for an oil change when I had 6000 on it. The service manage told me it would cost $200 since the still service ********. They scheduled the appointment and I arrived on the appointment date and time. When I arrived they could not locate my appointment. They said the service Advisor did not enter it in the system however they went ahead with the appointment. I waited over 3 hours for simple oil change. However when I was paying my bill I noticed the price increased from $200 to over $500. They could not explain the increase and just said i was most likely mis quoted. I paid the bill and left. Now my vehicle has ****** miles on it and it is due for the manufacturer ********** I took my car to the ******** dealership this time and I showed them the invoice and charges from Land Rover Boerne. They told I was severely ripped off. Land Rover Boerne did complete the oil change however they charged me for the ****** ********* even though it was not due and they did not perform the work. Nobody pays $500 for a simple routine oil change. I recommend anyone reading this do not purchase a vehicle or get vehicle maintenance from this dealership because of their dishonesty. I am requesting a full refund for the error and inconvenience.

• Initial Complaint

  Date:05/17/2024

  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.

  From 10/05/23-11/17/23, I had my 2020 Land Rover Defender serviced at Land Rover of San Antonio. With my vehicle being under warranty, on 10/05, I was provided with a rental car through Hertz for the duration of the service time. As I waited for the repairs to be completed, I noticed that I was improperly billed $801.91 by ***** starting on 11/01. I immediately informed the service department and Hertz of the error. I was informed by ***** that Land Rover of San Antonio would need to make the correction. I was reassured over the phone and via text by my service agent, ***************************, not to worry about the billing and that it would be resolved promptly. At first, I was informed the service manager that needed to approve the reimbursement was on vacation and then, at a later date, I was informed that the same service manager was no longer with Land Rover of San Antonio. After extensive delay to repair my vehicle, I received my vehicle on 11/17/23 and returned my rental to Land Rover of San Antonio on that same day as instructed. Since then, I was repeatedly informed by *************************** that rental fees would be reimbursed to no avail. Starting on 01/04/24, I was assigned to ***************************** with still no resolution to my problem to date.On 02/20/24, I emailed service manager ************************* and copied general manager *************************** about the extended delay with receiving reimbursement that I had been told would be promptly addressed. On this same date, **************** called me over the telephone and said this never should have happened and she would take care of this. She even followed up with an email on the same day to reconfirm that she would promptly see that the reimbursement be addressed and if not seen, for me to contact her.On 05/05/24 I followed up via email to **************** to let her know I still have not been reimbursed and have not heard anything from anyone at Land Rover San Antonio.

  Business Response

  Date: 06/25/2024

  After communication with *****************, we determined the quest selected additional coverage on her Hertz rental. That is where the extra charge is coming from. Based on the invoice/agreement the customer signed and approved the additional coverage on her rental. We are not obligated to refund her that extra charge. Thank you. ***********
  
  
  

• Initial Complaint

  Date:07/17/2023

  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.

  I took my jaguar to the service department for a diagnostic test on 7/7/2023 at 4pm (my appointment time) $235. They did not get to it until 7/10/2023. They quoted me a price of $520 for a part that I found on SEVERAL Jaguar sites for $287. When I notified them of this they agreed to drop the price but still charge $887 for labor and over $80 to replace coolant that cost less than $20 in the store My part came in on 7/14/2023 and was told they would try to have it done that day or the next by the latest. Well I received a text the next day stating the mechanic called in and it will be Monday 7/17/2023. I called the service department to see if they had another mechanic that could fix my car and noone answer. I have been without a car since I dropped it off. They are charging me over $800 for labor to replace a $287 part and I can't even get someone to DO THE LABOR. Total price being charged over $1300

  Business Response

  Date: 07/20/2023

  Hello,

  I spoke to the ************* Coordinator and ************** picked up her Jaguar on 7/18/23 and her invoices were paid in full. Thank you. **********

  Customer Answer

  Date: 07/20/2023

  Complaint: 20326019
  
  I am rejecting this response because: They are not being held accountable for how long I was without a car and the enormous price for labor and the $88 for coolant fluid.  I had to pick up my car because I did not want to depend others.  No discounts were given
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:05/22/2023

  Type:Product 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 29 April, I purchased a 2021 ********** Rouge (VIN *****************) for my pregnant wife from the dealer. Once we reached home we found evidence in the car that it had been in an accident, which was not disclosed to ** during the purchase. We returned the vehicle the same day, 29 April, and the dealer claims they canceled the transaction for failing to disclose. We do not own/possess the vehicle in any way at this point. On May 01, they filed the financing paperwork with my lender, USAA FSB, even though the transaction was nullified. I discovered the processed loan on my account on 18 May. I have been in contact with the dealer who fails to acknowledge any wrong doing. They insist my bank can resolve the matter. I was informed by my bank that their actions constitute as Fraud since they proceeded to collect the funds 2 days after the canceled purchase, they failed to disclose accurate vehicle history, and refuse to return the lender funding after collect under false pretense. I would rather avoid resorting to legal action. I want the dealer to return the vehicle payoff to my lender since there was no legal purchase made of a vehicle. Thus far the car dealership has deferred responsibility and claims no wrong doing while keeping the funds. My bank can substantiate that Land Rover San Antonio dealership still posses the funds. And the vehicle remains on their site for sale, but I do not know if they are still withholding the vehicle history from buyers.

  Business Response

  Date: 06/06/2023

  Hello,
  Our Finance Lead at JLR called and left a message on ******************** voicemail. She explained the timeline of the check being sent and cashed. We had no ill intentions and she apologized again for any inconvenience this has caused. This deal happened at the end of the month, so we were billing all deals at the time of signing in order to close the month in a timely manner.  We just didn't realize that **************** didn't contact USAA in time to stop the funding. I have attached two items from our accounting department reflecting the timeline of the transaction of the cleared check . **************** should call our Finance Lead if he has any further questions and she will be happy to listen and help. Thank you!

• Initial Complaint

  Date:05/05/2023

  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.

  I live in the Dallas-Fort ***** area, I purchased my Certified Used Range Rover Valar in December 2022 from Jaguar Land Rover San Antonio, which is approximately a 5hr drive from my home. They have not repaired all the things they put in writing that they would repair or provide me my spare key. My sales person ********************* advised me per the service ?department my key and parts are on back order but when I called to purchase it myself, they tell me I can get it within 2-4 weeks. I had a crack in my windshield when I initially purchased my suv, they finally replaced it but unfortunately, they did not replace it with a heated windshield that it originally had, ?and put my windshield wipers on backwards. They were also to buffer a few dents it had when I purchased it unfortunately they did not buffer them all. I have a sensor that is to be repaired that cost appx $350. They expect me to continuously drive to San Antonio pay for a hotel (which cost me $300). According to my sales person when I purchased the car, they could have someone bring me a loaner and take mine back for repairs but unfortunately that hasnt happened either. I have called to speak with a manager three times, and the gate keepers refuse to transfer me to one and the managers refused to call back. The initial experience was great but its been over shattered by the horrible treatment after they took my money. Their statement that they go above and beyond its total BS. The biggest ****** Ive learned from this is to buy a car within my city ?and ?to never buy from this dealership because they really do not value me as a customer.

  Business Response

  Date: 06/20/2023

  Attention,
  
  We have performed all necessary services on ******************' vehicle. This includes making sure she has her spare key and the dent mentioned in her complaint has been repaired. Please view the attached repair orders. ****************** does have her spare key despite her claim that she never received it. The dent repairs and sensor replacement have also been done. Thank you. ***********

  Customer Answer

  Date: 06/26/2023

  Complaint: 20022772
  
  I am rejecting this response because:  my windshield, was repaired on March 17, 2023 I took my vehicle in and it picked it up the same day. Land Rover San Antonio IS scheduled to pick up my vehicle June 28, 2023 from my home in the ***************** area and drive it back to San Antonio to complete repairs and provide me with a second key.  They also agreed to provide me a loaner vehicle while my vehicle is being repaired. But as of today, my vehicle HAS NOT been repaired, nor have I received my extra key.  One of the  invoice provided by Land Rover San Antonio,  show my windshield was repaired with incorrect dates. The other invoice provided by them does not provide evidence that theyve made any other repairs on my vehicle since I purchased it  on December 20, 2022.
  
  Regards,
  
  Ta ***********************

• Initial Complaint

  Date:10/03/2022

  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 bought a vehicle from Land Rover. During the time of warranty there is a known issue where water comes into the car from the windshield. They have replaced the windshield everytime. However because warranty is up they will not replace it and water keeps coming into my car when it rains.

  Business Response

  Date: 10/14/2022

  Customer had her windshield replaced on her 2017 Evoque in January 2019. Our vendor's warranty lasts one year after replacement. After several attempts to reach **************** by phone and via email, our service manager was finally able to speak to her. **************** informed her that she now resides in **********. She recently had an issue with the windshield leaking and called a Land Rover dealership in ********** to see what the solution was. They informed her over the phone that the only solution was to replace the windshield. She then took it to Clear Vision Auto Glass, and they resealed the windshield. They stated they could not guarantee this seal due to it being a common and known issue with Land Rover. They advised that she have the windshield replaced. She did not move forward with the windshield replacement due to her fear of being moved again out of state, within the military and not having warranty through Clear Vision Auto Glass, who is not a national company.
  
  She informed **************** that there is currently no warranty on the windshield due to the car being outside of the manufactures warranty and it being over a year that we replaced the windshield here back in 2019. She advised her that the next step is to have the vehicle assessed by a certified Land Rover dealership. She requested that when she takes it to the Land Rover dealership in **, that she have her advisor reach out to us to go over the diagnosis.

  Thank you. 

  Customer Answer

  Date: 10/14/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *************************

• Initial Complaint

  Date:09/14/2022

  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 a 2014 Audi S6 on May 14, 2022. IAW the Deceptive Trade Practices law I was provided a list of items identified that were wrong with the vehicle (fixed and not). However, the law covers all items identified prior to the sale of the vehicle, not only items on initial inspection. LRSA sublet this vehicle to Audi Dominion on April 19, 2022 for "engine light on". On RO C23505 dated April 29th, Audi Dominion identified several items needing immediate attention which include: both engine motor mounts estimated at $4,499.48, Upper Guide Links Bushings estimated at $2,183.87, upper guide link bushings at $2,034.70, mount and balance tires, cam actuator estimated at $544.84. LRSA approved the Cam actuator and mount and balance tires. On May 5th they listed the vehicle for sale. On May 14th I purchased the vehicle with the condition LRSA repair, at my expense, the oil leak that was identified on the inspection report provided as not repaired, and the volume control k*** that was identified as repaired but was not operational. They replaced the oil pan seal and then sublet the vehicle to Audi Dominion again for the volume control issue. On May 23rd Audi Dominion again identified to LRSA, who still had possession of the vehicle, under RO C26544 both engine motor mounts estimated at $4,499.48, Upper Guide Links Bushings estimated at $2,183.87 in critical condition. I was never made aware of these identified issues. On May 31st I took possession of the vehicle. On August 11th I received a recall notice from Audi ***. On August 15th I took the vehicle to Audi Dominion for the recall. On August 22nd I was made aware of the above items in critical condition. I contacted my salesman, ********* and spoke with ****** and ***** at LRSA service over the next few weeks. Sep 9th ****** told me that ******************* determined LRSA will not contribute to these repairs. ****** refused to provide his contact info, have him contact me, or communicate further.

  Business Response

  Date: 09/26/2022

  Hello,

  This customer, *********************** has had this vehicle for 3-4 months. When she took the vehicle to Audi for a recall, items such as bushings and engine mounts were recommended to be replaced. She brought these concerns to our attention, so we pulled the recon video and inspection report and did not see any issues with the suspension at time of inspection. This inspection was made prior to her purchasing the car.  The vehicle did go to Audi while in our reconditioning department for a volume issue and there were no suspension issues mentioned to us at that time. Our service manager contacted the service manager at Audi, and he confirmed that there were no suspension repairs recommended when the vehicle was sent to Audi from Land Rover SA. These items were not seen by us at time of reconditioning and our service manager was told by the service manager at Audi that they were not seen when Land Rover SA brought the vehicle over. We informed **************** that the recon manager did not have a direct line of contact and that we would reach out to him and follow up with him.  Thank you

  Customer Answer

  Date: 09/26/2022

  Complaint: 18024309
  
  I am rejecting this response because: the evidence I supplied shows the items were identified as in critical condition when the vehicle was owned by LRSA and prior to being listed for sale by them.  There is no way any level of a mechanic or inspector could have missed the condition of the suspension parts when the tires were changed, or the oil pan repaired, or any of the other under vehicle repairs they claim to have completed. The video LRSA supplied does not even show the suspension of the vehicle at all, so cannot be used to show the condition of the items.  I believe they acted in bad faith to hide the condition of these items.  I had the vehicle for 76 days before I took it in for the Audi recall.  These items do not go from serviceable to critical condition in less than 2 1/2 months time.  They were less than serviceable and actually identified by Audi Dominion as being in critical condition in April 2022.  I believe LRSA not only acted immorally, but illegally. Not identifying and disclosing over $7,000 in known needed repairs violates the Deceptive Trade Practices Law in *****.
  
  Regards,
  
  ***********************

  Business Response

  Date: 10/06/2022

  Attention,

   

  The customer signed the attached Buyer's Guide at time of purchase with the understanding the vehicle could have some major defects that could occur in used motor vehicles. Unfortunately, the vehicle had some miles on it when it was purchased, and older vehicles tend to need more repairs than new ones. Thank you. 

   

  Customer Answer

  Date: 10/07/2022

  Complaint: 18024309
  
  I am rejecting this response because: The document provided is irrelevant.  LRSA failed to disclose known failing parts that needed repair, IAW Sec. *****. DECEPTIVE TRADE PRACTICES UNLAWFUL.(a) False, misleading, or deceptive acts or practices in the conduct of any trade or commerce are hereby declared unlawful and are subject to action by the consumer protection division under Sections *****, *****, *****, and ***** of this code.(13) knowingly making false or misleading statements of fact concerning the need for parts, replacement, or repair service;(24) failing to disclose information concerning goods or services which was known at the time of the transaction if such failure to disclose such information was intended to induce the consumer into a transaction into which the consumer would not have entered had the information been disclosed;   

  
  

  LRSA was notified of the failing parts and need for immediate repair no later than April 29, 2022.  LRSA failed to disclose these failing items when the vehicle was sold.  If LRSA would have disclosed the almost $9000.00 in needed repairs I would not have purchased this vehicle.  The email request from ************************* to Audi Dominion, and myself, for them to provide the inspection reports allows them to provide the information on these reports.  These failing parts were identified in April 2022, prior to LRSA listing the vehicle for sale.  To date, Audi Dominion states they will provide the April 2022 inspection report and the contact person they sent the reports to if LRSA requests them.  I do not know who at LRSA is responding to this complaint, but I do request they take this situation seriously.

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

• Initial Complaint

  Date:05/24/2022

  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.

  My wife and I purchased a vehicle from Land Rover of San Antonio. We had the vehicle for almost 3 weeks when my wife received a threatening phone call from ***** the Finance Manager saying that they messed up on the pay off of our trade in and that we had to pay $6,800 or return the car now. My wife called me and was very upset and told me what happened. I called Land Rover and asked to speak with the General Manager or Sales Manager but instead they patched me through to *****. ***** admitted that they messed up but said we had to return the car and pick up our old car. My wife and I showed up to the dealership to return the car and was greeted by *****. She handed us the keys to our old car and took the key to the other vehicle. I told ***** that I wanted to speak with the General Manager or the Sales Manager. We waited for about ***** minutes before anyone came to talk with us. When we were finally able to speak with a Sales Manager he said that the wrong paperwork was put into our deal and that he was sorry. I asked him if they were going to make it right and he told me that they were not going to do anything to make it right. I told him that I will never come back and asked where my car was parked. When we went out to our car it had no license plates and there was stuff written on the windows. We walked back in and told the Sales Manager. He said that they had gotten rid of our plates and had to order new plates. He had someone take our vehicle to wash it and put on temporary plates. We waited 45 minutes to get our vehicle back then we left the dealership. I looked into how much time a dealership has in ***** to go back on a deal and it is 3 days. I think what they did was very illegal and I would like the BBB to look into it. Thank you for taking my complaint.

  Business Response

  Date: 06/07/2022

  Attention,

  When we sold the vehicle, the incorrect payoff was in the deal.  We gave the customer the option to pay the difference, or we could reverse the deal.  They chose to return the car.  Their trade was given back to the customer with close to $1,500 of repairs that they were not asked to pay for.  Also, we have ordered new license plates for the trade because they were removed.  Once the plates arrive, we can deliver the plates or mail them out.  Please have Mr. or ******************* contact the store director, ************** to let him know if they would like the plates mailed or if they would prefer to pick them up from the dealership.  Thank you. *** F