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:10/02/2023

  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.

  In November 2021 I purchased a Land Rover Defender from ********* Land Rover in Chantilly, VA.The vehicle currently has 8200 miles on it and is under full warranty. In July 2023 the dash indicator warning light “Battery Low Please Start Engine” started coming on when I entered the vehicle. If I drove the vehicle the light would not come the next day. The following day the light would come back on. If I did not use the vehicle every day the Low Battery warning would come on. I called ********* and spoke with William in service. He said the battery may be bad and they would replace if necessary and we scheduled an appointment for August 14. I took the vehicle in on August 14 at 7:00am. At 5:00pm they called and said the vehicle was ready and the battery held a charge. It had 7388 miles on the vehicle at time of service. I drove the vehicle home almost 200 miles. The next day the warning light did not come on. The following day when I enter the vehicle the warning light came on again. After that the Low Battery warning light persistently came on if I didn’t drive the vehicle at least once a day. On 9/19/23 I called ***** ******, service manager, and told him the Low Battery warning light continues to come on even though I had put hundreds of miles on the vehicle since the appointment. He told me to drive the vehicle a half hour and that he would send me a section of the owners manual that explained about the indicator light. I received an email from him later that day with a section of the owners manual that clearly states if the Low Battery warning light continues to come after driving the vehicle for 30 minutes contact an authorized dealer. ***** called and left a message after sending the email that William would follow up with a phone call. I never heard from anyone and on 9/21/23 sent ***** an email stating the problem continues and needs to be resolved. I have not received a reply.

  Business Response

  Date: 10/13/2023

  Good morning. We are sorry about the confusion with the battery monitoring system on the new Defenders. The system is designed to say " Low battery start engine " on the digital instrument cluster if one of two thing occur. 1. A door is left open for more than 2 minutes. 2. The Defender has not been driven in a couple days and the battery has slightly dropped in voltage. What Land Rover is trying to eliminate is someone leaving a door open for use of the interior lights or listening to a radio without the engine running. In the Defender the interior lights consist of up to 9 LED lights and the radio consists of a radio head, two amplifiers and up to three modules. You can see how quickly these can drain the battery. The battery was tested and our Midtronics extensive battery test said the battery was good. The message will just state that the battery is low and to start engine. This is on a timer and a battery meter. If the lowest voltage drop is detected or the timer hits its predetermined limit the message will be displayed. We have seen this when someone is loading a passenger or items into the car or leaves a door open too long for various reasons. ***** our service manager has talked with ************* to day as well as emailed information for him to review. We are open seven days a week in service and sales to assist with any issues. 

  Customer Answer

  Date: 10/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  The response by the dealer is ridiculous. I don't leave the door open and I drive the vehicle hundreds of miles a month. 
  Regards,
  
  ***********************
  

  Business Response

  Date: 11/01/2023

  Our Service Manager has spoken to ************************** about his issue. The battery on his vehicle passes Land Rover's battery test so Land Rover will not replace the battery under warranty. The message is simply reminding the driver to start the car so that the battery will not run down The vehicle is operating as designed by the manufacture. This message is the same on all Defenders. We would be more than happy to have him stop by and we can run another battery test. If it does fail we can replace the battery per the manufacture's guidelines.  

• Initial Complaint

  Date:07/08/2023

  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.

  ***** insinuated that I was wanting free work because I questioned him on warranty for a, repair from Feb, a continuous issue with my vehicle. I then told him I had no problem with paying and can pay but I want to know why the issue continues. The previous free work he was attempting to insult me on was actual work done without my verbal consent. I always ask to be called prior to anything being done its in all my records. So no I will not be scammed. Nonetheless ***** never introduced himself to me, and never once asked me what had previously happened instead he stated, we will not continue doing free work for you. Again I stated I could pay. No one asked for free work, I have asked and will continue to ask for someone to explain why this issue continues. Now ******* the GM spoke to me with such disgust. He came in hostile yelling about my milage. Demeaning me as if I was his 16yr old daughter. He belligerently belittled me, accused me of missing services, tried to bring up mileage through the whole conversation which has nothing to do with anything, as I am in fact up to date on service! Called me a liar, told me to read my owners manual multiple times. He even told me to top fluids off myself with water. WATER! The way he spoke to me I guarantee he would of never spoke to a white middle aged man in that way. I even asked him if he spoke to all of his customers that way. But I digress he continued with his verbal assault. Rambling on and on about everything but the issue with my vehicle. Extremely narcissistic when I just want to know why is the issue continuing. After his rant of my mileage his story changed to the longevity of my vehicle then finally all new vehicles have coolant issues. Yes, according to ******* all land rovers have this issue. Ultimately nothing was resolved. I dont even know if work was truly completed. I do not trust that anything was, repaired. I firmly think he believes I/women do not belong in such classy facilities. Yuck!

  Business Response

  Date: 07/26/2023

  We are very sorry to hear about this. We have spoken to the dealership staff about this situation. They were trying to explain that the fluids and tire pressures should be checked every 3-6 months or before a long trip. It is normal on a Land Rover to top up the coolant level between services and this can be done with clear tap water. They did mention you told them the oil was changed at a national service chain and they may not know the proper techniques or have the proper Land Rover coolant on hand to top up the coolant. We will work with the service staff to make sure they do a better job with explanations. Please accept our apology to you as well as your husband who was present.       

• Initial Complaint

  Date:01/12/2023

  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 recently took my leased vehicle in for service to the Richmond Jaguar/Land rover dealership located at ***** **********, ********, Midlothian, VA *****, knowing that I pre-paid for a 3-year maintenance package, I would owe nothing at the time of pickup. I was called by my service consultant and was told my vehicle was ready for pickup but that I owed a balance of $644.00. I expressed to him at the time that I shouldnt owe a fee because of the maintenance package I purchased. He said he didn't see such a package under my contract so he could not honor it. I provided him a copy of the contract, yet he said because it is not showing under my vin number, it could not be used as verification for payment. I reached out to the original dealership to inquire how I could have a signed contract for a service, receipt of payment, yet it not be visible in the system. I have yet to be contacted back to resolve the issue from either the purchasing dealership or the service dealership to resolve the issue. As a result, my car is being held hostage until I either pay out of pocket or they resolve the contract issue showing my pre-paid service plan. I have been without a vehicle for two weeks due to this issue. I am growing impatient at this point and will be contact legal counsel if this goes into next week.

  Business Response

  Date: 02/09/2023

  Good morning. I received a call from a ************* in late December or Early January that the Richmoind Land Rover Dealer would not accept his physical maintenance contract or would not call Land Rover to confirm was valid. I called Land Rover and they had a glitch where it was not visible on the dealers side. They corrected it in a couple hours and I informed ************* it was corrected. Here is a copy of Land Rover's network showing it was completed and clained by the Richmond Virginia dealer. I do not understand why they would not just call Land Rover and have him back on the road. It just took me 1 phone call and 2 hours later was corrected on thier end.

• Initial Complaint

  Date:06/16/2022

  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 called the services department to schedule a maintenance/repair appointment for my jaguar I purchased from this dealership 4 years ago. The rep name was (William) who was extremely stand offish and was strong aggressive tone in his voice. He interrupted me multiple times and was speaking over me. I was trying to reschedule appointment because I live 3 1/2 hours away and wanted to schedule an appointment with a loaner if my car had to stay for repair. I was told that wasn't possible and I started I explained my circumstances and its not like a I have an electrical issue and need immediate services, I could even wait a month out. He showed no willingness to help. I ask for a supervisor he pout me on hold over 20mins and never check back with me within that time. Then, when he came back to the line he stated that there's no one around and that he was working with someone else. Just no care and showed lask of interest and support. After I expressed my frustration the service rep slammed the phone in my ear and said "have a good day" I called back and spoke with Sale department and explained what happen and ask to leave my contact info and have a supervisor to call me. I never received a call back. Just a bad experience and poor customer services just doesn't match the cost of service.

  Business Response

  Date: 06/24/2022

  We are very sorry to hear about this from the customer. *************************** our service manager has spoke with the customer as well as our General Manager while she was here last Saturday getting service. To our understanding the customer should be happy now.