ComplaintsforJaguar Land Rover North America, LLC

• Initial Complaint

  08/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The Heads-up display connected to the InControl Touch infotainment system in my 2019 Range Rover Velar with VIN ***************** has stopped working. Since the purchase of the car, the heads-up display and infotainment system would stop working intermittently and start working. Finally, the heads-up display has stopped working permanently. There is a class action lawsuit going on concerning these issues. You can find the details here; ********************************************************************************************************************************************************************** would request Jaguar Land Rover North America LLC to fix the Heads-up display connected to the InControl Touch infotainment system in my 2019 Range Rover Velar with VIN ***************** under warranty at no cost. Thank you.

  Business response

  08/12/2024

  Hi, 
  
  We are in receipt of the complaint. 
  
  A member from our CRC team will be in contact with the consumer shortly to discuss the situation. 
  
  Thank you,

  Consumer Affairs

  Customer response

  08/12/2024

  
  Complaint: 22126941
  
  I am rejecting this response because:
  

  I look forward to hearing from Jaguar.

  If I accept the response the BBB case will be closed.  We need to keep this case open till its resolved hence rejecting the response.
  
  Regards,
  
  *************************

  Customer response

  10/16/2024

  
  Complaint: 22126941
  
  I am rejecting this response because:
  
  I am reaching out with regards to Complaint ID: ********. On 08/12/2024, Jaguar Land Rover North America, LLC said a member from our *** team will be in contact with the consumer shortly to discuss the situation. As of today 10/10/2024, no one has contacted me. Please help resolve this. Best Regards, *****.
  
  Regards,
  
  ***** *******

  Business response

  10/17/2024

  Hello,

  We received the most recent message. 
  
  Our CRC team has been affected by the recent weather on the east coast and they are experiencing delays in their communication. 
  
  We have requested that they contact the consumer as soon as possible to discuss the situation.  
  
  Thank you,

  Consumer Affairs 

• Initial Complaint

  08/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a Jaguar I-Pace that is under warranty. We had a battery fault warning and replacement in late 2023. Another battery fault warning in January 2024. Brought the vehicle to the dealer February 19, 2024. It is still there in August. We were in contact with customer service but a few months ago the case was switched to consumer affairs and there is zero contact - no repair - no status update - and no way to get ahold of anybody.

  Business response

  08/06/2024

  Hello, 

  We are in receipt of the complaint. 
  

  A member of our Consumer Affairs team will be in touch with the consumer shortly to discuss the situation. 

  Thank you,

  Consumer Affairs

  Customer response

  09/30/2024

  
  Complaint: 22094002
  
  I am rejecting this response because:
  
  Jaguar has still not fixed the vehicle.  They did call the dealership but they have never called me and they have the correct number. **************** file has it correct but the case is in consumer affairs. Our contact is supposed to be ****** ***** but that department can not be contacted.
   
  Regards,
  
  ***** ********

  Business response

  09/30/2024

  Hello, 

  Thank you for your reply. 

  A member of our Consumer Affairs team will be in contact shortly. 
  
  Thank you,

  Consumer Affairs 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Contacted Jaguar Land Rover North America on 7/15/24 regarding InControl App no longer working. After speaking with *** and going through various steps, app still not working and was advised to take to a local service department to get a update for the telematics control unit. Dropped car off on 7/19 at **********, ** location. Was told the following week that the service team was unable to upgrade the *** software after multiple attempts and that I would need to ***lace the entire unit for a cost of $4,922.68. This is unreasonable given the fact that the unit itself is not faulty, it's a software issue created by Land Rover software engineers. Important to note that I have received no alerts, since I have owned the vehicle, regarding updating software. Running outdated software has led to several network compatibility issues. After researching, we found that this is a widespread issue. As a loyal Land Rover owner (5), I am requesting a negotiation of this cost.

  Business response

  08/12/2024

  Hello,

  We are in receipt of the BBB complaint. 
  
  Our CRC team has reviewed this matter and determined that we are not in a position to offer financial assistance toward the needed repair. 

  We previously communicated this to the consumer. 

  Thank you,

  Consumer Affairs

  Customer response

  08/12/2024

  
  Complaint: 22064892
  
  I am rejecting this response because:

  Once again, this is the fault of Land Rover software engineers, but I see tbey are placing the burden on the consumer.  Land Rover is supposed to be a reputable company.  This will be the last Land Rover I will ever purchase and will dissuade others from purchasing.  
  
  
  
  Regards,
  
  *******************************

• Initial Complaint

  07/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took in my vehicle in for service bc I smelt an oil smell, they repaired a plug leak and I am still smelling oil. Took it in 3 times for same smell which is cause, but dealership and Land Rover refuse to do anything about it bc they cant replicate issue. They say they cannot cover looking at it bc they cant replicate issue. Obviously there was an issue which was repaired and still is smelling oil is cause and should be looked at by Land Rover.

  Business response

  07/30/2024

  Hi,

  We are in receipt of the complaint. 
  
  A member of our CRC team will open up a case and contact the consumer shortly. 
  
  Thank you,

  Consumer Affairs 

  Customer response

  08/05/2024

  
  Complaint: 22061935
  
  I am rejecting this response because:
  
  I did not get a resolution. I only received a call from agent asking what is issue. And was told nothing can be done bc each facility is owned independently. So if local dealers are representative of the brand, where is a customer to take there vehicle if the headquarters has no control? Please explain
  
  Regards,
  
  *********************

  Business response

  08/12/2024

  Hi, 

  A Supervisor here at Jaguar Land Rover NA has reviewed this case and determined that we are not in a position to provide financial coverage toward the cost of the needed repair. 

  Thank you,

  Consumer Affairs

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Land Rover Discovery Sport (2023 with 16k miles on it) on 5/25/2024. During the purchase I was told this vehicle went through a ******* step inspection. The following day, 5/26/2024, I noticed the car shakes when breaking and the trunk lift gate does not work, and I called that same day to schedule a service appt. I was told I would receive a call back Tuesday 5/28 to schedule it due to Memorial Day. I never received a call. On Tuesday 6/4/2024, I called again and was told the soonest appt was 7/9/2024, so I scheduled it. 2 weeks later, the shaking was so much worse and I felt unsafe driving the car. I called the service center again and they told me to bring the car on 6/24/2024, which I did. Since dropping my car off at the service center, Ive been getting notifications that the car will be ready within the week but they still havent fixed it. It is now 7/17/2024 and I still dont have my car. I called the customer service line and they apologized but told me they couldnt do anything at this time. It took a month to get the car a service appointment, and Im going onto a month not having my car. I put a large deposit down on this car and have been making my payments for a car thats been broken since day 1. Id like to either get a refund on my monthly payments and pause payments until my car is returned to me OR I would like to return this car and purchase a new vehicle.

  Business response

  07/18/2024

  Hi, 

  We are in receipt of the BBB complaint. 

  A member of our CRC team has opened a case and will be in touch with the consumer to discuss the situation. 

  Thank you,

  Consumer Affairs

  Customer response

  07/19/2024

  
  Complaint: 22005248
  
  I am rejecting this response because:

  I have reviewed the response made by the business in reference to complaint ID ********.

  I'M BEING ASKED TO RESPOND WITHIN 10 DAYS BY EITHER ACCEPTING RESOLUTION OFFERED OR DECLINING IT. HOWEVER, THERE WAS NO RESOLUTION OFFERED, THE MESSAGE ONLY STATES THAT SOMEONE WOULD CONTACT ME. PLEASE ADVISE ON HOW YOU WOULD LIKE ME TO PROCEED FROM HERE. 
  
  Regards,
  
  ****************;

  Business response

  07/26/2024

  Hello, 
  
  A member of our CRC team is in the process of working with the Retailer and the Consumer to resolve this matter. 
  
  Thank you,

  Consumer Affairs

  Customer response

  07/30/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  07/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June of last year I took my car in because there seemed to be what sounded like blown speakers on the front left and rear right speakers. The dealership service center ignored my compliant about the rear right and said they were replacing the front left because the car was under warranty. Fast forward to August, the temperatures get much hotter in my location and I get in my car and the speaker is back to square one. I take it back in and they say the speaker is blown and then the rear one is too. Mind you, I don't blast music or anything like that. So they supposedly fix it it again. The heat wave shows up again and now both speakers sound like they did when I brought it in.My issue here is that I do not think they actually replaced the speakers. I think they used some cheap glue and tried to fix it by either gluing the speaker cone paper OR they didn't install it right. Today now since my car isn't under warranty, they are charging me for it. What a strange coincidence. I am waiting for the charge so I have proof they want to rip me off. But also I plan on taking the car to a different dealership to tell me exactly what is wrong with the speakers and let me know if they were even replaced. I do not want to go to court but I will simply over principal that mechanics can't rip people off all the time.

  Business response

  07/03/2024

  Hello,

  Jaguar Land Rover NA is in receipt of the complaint. 
  
  A member from our CRC team will be contacting the consumer shortly to discuss this matter.
  
  Thank you,

  Consumer Affairs

• Initial Complaint

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I was driving my 2017 Land Rover Discovery Sport HSE on the highway with my daughter when the engine lost power and would not accelerate and died in the middle of the highway. We were almost rear ended by a semitruck but were able to get to the side of the road. Very unsafe! Then the truck would start to turn over and then die. We had it towed to a nearby AAA repair shop and they were unable to diagnose the problem so we had to transfer it to a foreign car specialist. They are saying it is the timing chain and will cost thousands to repair. My truck has 67000 miles and should not have this issue. I'm finding from other LR owners this is a common problem with these vehicles and it has also cost them thousands to repair. There was a law suit against LR for models 2012-2014 d/t faulty timing chains and yet there are still multiple reports that this continues to happen. I'm just devastated, I love this truck but I can't afford these costly repairs on a vehicle I am still making payments on and shouldn't have to. I have had other issues with the transmission that also cost me over 4,000 to repair.

  Business response

  07/05/2024

  Hello, 
  
  We are in receipt of the complaint. 
  
  A member of our CRC team has opened a case and will be in contact with the customer shortly to discuss this matter. 
  
  Thank you,

  Consumer Affairs

  Customer response

  07/06/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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

  06/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2023, I purchased a 2019 Jaguar F-Type from ********************* Rover-Jaguar. It had ****** original miles. It is garage kept and I usually drive it Monday - Thursdays. It has been a little over 1 year since purchasing the vehicle. I put on ****** miles within the year, and I've had to bring it in a number of times. Once for a faulty hose, which overheated on the expressway 3 months ago. A faulty TPMS for the left driver side tire because it continues to give "Low tire pressure" readings even when the tire is fine. And now, the engine is misfiring, and I am being told that cylinders 4 & 2 of the fuel injector are leaking, causing the misfire. This will cost me $4,700!! This is a LEMON OF A CAR. The dealership claims the car is no longer under warranty. No wonder no one ever trusts car dealerships. Now I will be charged $4,700 because this dealership sells LEMONS?!??!

  Business response

  07/05/2024

  Hello,

  We are in receipt of the BBB complaint. 
  
  A member of our CRC team has generated a case and will be in touch with the customer shortly.

  Thank you,

  Consumer Affairs

  Customer response

  07/16/2024

  
  Complaint: 21894524
  
  I am rejecting this response because: They refuse to pay for any repair! Jaguars are HORRIBLE!! They sold me a ***** and are not willing to make amends for the ***** they sold! 
  
  
  
  Regards,
  
  ************

  Business response

  07/22/2024

  Hello, 

  We have provided our position which is that the consumer will be responsible to pay for the repair.  

  The consumer also initiated a case with the Better Business Bureau Auto Line.  The BBB Auto Line determined that the case was ineligible due to the age of the vehicle, therefore the case was closed. 

  Thank you,

  Consumer Affairs

• Initial Complaint

  06/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello,I am an owner of one of your vehicles. Recently, I encountered a very serious issue: the drivers door lock is not functioning properly, which prevents me from locking the car. Although my vehicle's warranty expired in March this year, I believe that the door lock, as a fundamental safety feature, should not fail in such a short period of time.I hope that your company will take this issue seriously. Considering the impact of the door lock failure on the vehicles safety, I kindly request a complimentary repair or replacement service. I look forward to your prompt response and resolution of this problem.Currently, my car is at Land Rover Richmond.Thank you!Sincerely

  Business response

  06/27/2024

  Hello, 

  We are in receipt of the complaint and will have a member of our CRC team reach out to the customer shortly to discuss the situation.
  
  Thank you,

  Consumer Affairs

  Customer response

  07/16/2024

  
  Complaint: 21888826
  
  I am rejecting this response because:
  
  However, it has now been a week, and I have yet to receive any contact or response from Land Rover. This lack of communication is very disappointing and concerning, as I was hoping to have this matter resolved promptly. 
  
  Regards,
  
  Boyang Na

  Business response

  07/22/2024

  Hi, 

  Our CRC team has an open case and we are in the process of completing our review. 

  We have been in contact with the consumer already. 

  We will update the consumer shortly with the outcome of our review.  

  Thank you,

  Consumer Affairs

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have a 2020 Range Rover sport with ****** miles. **** week, my regulator in my window broke, cause the window to drop and shatter. This easily could have caused a motor vehicle accident and/or injured those of us in the car. I have never seen or heard of something like this happening. I called them about assistance with this repair and they coerced me into using a specific dealer if I wanted a chance of assistance with the repair. The total cost is $2,000 and they just denied me for assistance due to loyalty, Even though this is my third car with them. This is unacceptable to happen on such a new car and this is unsafe. Its also unethical to push me towards a specific place to get the work done and then deny my request for assistance.

  Business response

  06/18/2024

  Hello,

  Jaguar Land Rover North America is in receipt of the complaint. 

  A member of our **************************** will be in touch with the customer shortly to discuss the situation. 

  Thank you,

  Consumer Affairs 

*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. ↩