Jaguar Land Rover North America

Complaint: [redacted] I am rejecting this response because: the response they provided doesn’t match the damage to the vehicleThe vehicle was struck directly on the passenger door as well my passenger who weighs over lbs was in the car and the airbag didn’t deploy.? Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:? Your service advisors (referring to the people at the dealerships) advised me upon checking my vehicle that I did not need an oil changeShortly after, my engine blew out as a direct result of your advisor’s inability to service my car upon my requestThey are supposed to know best right? I need someone to step up and take some responsibility in this matter instead of brushing it off like it is nothingThe only answer I am willing to accept is meeting me at least halfway for a used engine that I had to buy because of your advisors ignorance.? Thank you? Regards, [redacted] ?

[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.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted]

We appreciate Ms [redacted] comments on the interaction with our company We’ll use this feedback for better customer interactions moving forward Ms [redacted] submitted a Florida Motor Vehicle Defect Notice in April after which our Regional Technical Manager inspected Ms [redacted] ’ vehicle in July The specified issues included the AC not cooling and the infotainment system going blank or freezing When the vehicle was inspected, our Regional Technical Manager was unable to duplicate the specified AC issue We understand this may be due to sub-optimal weather conditions on the date of the inspection.The infotainment system was updated to address an intermittent issue with the screen going blank and re-setting itself At this time we believe the vehicle is not eligible for a refund under the Florida Lemon Law Ms [redacted] claim can be further addressed through the Revdex.com Autoline program at ###-###-#### or [redacted] Alternatively, the Florida Lemon Law Arbitration Program can be reached at [redacted] Thank you

We appreciate Ms [redacted] comments on the interaction with our company.? We’ll use this feedback for better customer interactions moving forward.? ? ? Ms [redacted] ? submitted a Florida Motor Vehicle Defect Notice in April after which our Regional Technical Manager inspected Ms [redacted] ’ vehicle in July 2017.? The specified issues included the AC not cooling and the infotainment system going blank or freezing.? ? ? ? When the vehicle was inspected, our Regional Technical Manager was unable to duplicate the specified AC issue.? We understand this may be due to sub-optimal weather conditions on the date of the inspection.The infotainment system was updated to address an intermittent issue with the screen going blank and re-setting itself.? ? ? At this time we believe the vehicle is not eligible for a refund under the Florida Lemon Law.? Ms [redacted] ? claim can be further addressed through the Revdex.com Autoline program at? ###-###-#### or? [redacted] ? Alternatively, the Florida Lemon Law Arbitration Program can be reached at? [redacted] Thank you.?

Complaint: [redacted] I am rejecting this response because: Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:This is not what happened.? This company continues to fabricate what happened.? I was refused service for a vehicle under warranty.? This is all a matter of record.? This is not a Lemon Law situation.? Even this company emailed me on May 8, stating that it is not a Lemon Law case and it does not qualify for it, even though I never referred to the Lemon Law.? What the company is mis-stating is They DO have a copy of my title.? I sent a copy to the Attorney General’s Office in Illinois, in good faith.? It’s on record.? And they in turn STILL offered the same inaccurately stated proposed settlement that leaves out the events that transpired.? The letter I originally sent to the company, dated March 28, 2017, stated that I wanted a full refund and to ensure an investigation be conducted so this situation does not happen to anyone else.? My requested resolution was flatly denied.? I THEN updated my request, dated April 14, 2017, adding the $million? for compensatory damages.? This is when the company decided to engage and vowed to investigate all that I had stated in my requested resolutions.? I received an email on April 18, to that effect.? Subsequently, the inaccurately stated proposed settlement was offered in return.? I DID drop the $million amount and just asked for my rightful full refund ONLY through the Office of Attorney General of Illinois.? I was even informed by the Office of Attorney General that they had phoned the company to tell them so.? This is a matter of record.? But as noted in their response, they keep harping on that amount.? I even emailed [redacted] ***, CEO (United Kingdom) and told him the same thing!? And that is that I only want my full refund and drop the $million.? And I STILL got the same response from this company.? ? Additionally, when the dealership was sent my complaint through the Office of Attorney General of Illinois.? They sent TWO unsigned responses.? One stated that I was phoned by a [redacted] ***, whom I do not know and never spoke to or received any correspondence from.? I have phone records to prove it.? ? This shows the unethical behavior and practices of this company and anyone representing it.? Unfortunately, it took my asking for $million to even get this company to consider any part of a refund.? Subsequently, it was all a farce.? ? Again, I want my full refund based on being sold a vehicle with a defective transmission, and being denied service for repair.? This is really simple.? I would not have asked for my refund had I not been sold a defective vehicle and denied service.? By no fault of my own, this situation transpired.? I am not asking for them to apologize or admit anything.? I just want my full refund and to cut ties with this company Regards, [redacted] ?

We appreciate [redacted] s feedback on his interaction with our Customer Relationship Center.? ? This feedback is essential to creating a better experience for our customers.? As part of [redacted] s warranty, the vehicle has Elite Care.? This program covers the vehicle’s scheduled maintenance in intervals of 16,miles or every months, whichever occurs firstIn order to receive scheduled vehicle maintenance under the program, the vehicle must be brought to an authorized Jaguar retailer within month or 1,miles of the scheduled maintenance intervalFor example, the first service cannot be performed earlier than 15,miles, months, or later than 17,miles, monthsCustomers who do not present their vehicle at a retailer within the required time for scheduled maintenance may not receive the missed interval service under the program.? This is referenced in the vehicle’s Passport to Service originally provided with the vehicle at time of sale [redacted] s vehicle had its first scheduled maintenance in February 2017, and the timeframe in which to perform the 2nd scheduled maintenance had expired by the time [redacted] brought his vehicle to the retailer.? As a result the scheduled maintenance was not covered.? We offered to pay for 50% of it ($425), as a gesture of goodwill which [redacted] declined.? The offer is still available should [redacted] like to move forward

We appreciate MrsKnez’s comments on her interaction with our company. We’ll use this feedback for better customer service moving forward. MrsKnez contacted us in January after our Regional Technical Manager had inspected her vehicle. He had confirmed then there were no defects in material or workmanship and the vehicle was operating as designed. The same was confirmed on a subsequent visit in late January. [redacted] vehicle is equipped with a Front Parking Aid feature, intended to help park safely and delivers audible and visual warningsThe sensors for this feature will detect many objects. It can also be externally influenced by hot exhaust gases from nearby vehicles, snow, rain etc. To maintain this feature’s accuracy and performance the sensors must also be kept clean and clear of ice, snow etc There is an option to disable the Front Parking Aid feature if its’ use is not preferred, by pressing the parking aid button located next to the touch screen. If the parking aid button is illuminated the feature is on, and if not illuminated the feature is off. More information on this feature can be found in the vehicle’s Owner’s Handbook provided with purchase. As the vehicle is working as designed we are unable to offer [redacted] a refund. Thank you

While we empathize with [redacted] complaint, we are unable to assist as we are the manufacturer of the vehicle not the financer or lessor.? This vehicle was leased through JP Morgan Chase, an independent business.? Due to privacy laws we are unable to make any queries related to lease or loan transactions.? Because of this, any complaint must be addressed directly with JP Morgan Chase.? ? We recommend that [redacted] speak with a Supervisor or Manager at JP Morgan Chase? ? They can be reached at [redacted] ? and can further assist with this issueThank you

As we indicated in our correspondence of July 2, 2015, representatives at our Customer Relationship Center had been speaking with Mr [redacted] throughout themonth of June addressing his request, which was declined.Mr***’s request was reconsidered and we have offered to replace the engine required to repair his vehicle, at his cost of $1.00.We believe that Mr [redacted] is now satisfied with the outcome.Thank you

Jaguar Land Rover North America stands behind its products.? As a result of [redacted] ’s continued dissatisfaction with his Land Rover purchase, the retailer replaced his vehicle with a model.? Unable to maintain him satisfied in that vehicle, [redacted] was provided with a replacement model.? After his dissatisfaction with that model continued he opted to leave the Land Rover brand.? We hope to regain his confidence in the future, and prompt his return to Land Rover someday? ?

I am unable to get a call back on my case. I have been waiting almost a month for a callback after repeated promises by your operator that someone would be calling me back about my case. The worst customer service I have ever experienced. I am not sure why you would state someone will call me back repeatedly and then never have anyone call me back. I am extremely disappointed in how you care for your new car buyers. This is the 4th brand new jaguar I have purchased since 2013.

We have continued discussions with the ***is and believe the matter is now resolved to their satisfaction

?We are in receipt of Mr***'s correspondence Representatives at our Customer Relationship Center have been speaking with him throughout the month of June addressing his request. Assistance with that request was declined and he subsequently submitted additional correspondence.
That correspondence is being reviewed at this time We appreciate your time and will respond shortly. Thank you. ?

Jaguar Land Rover North America stands behind its products and provides a warranty that is competitive with other luxury brandsThe Jaguar New Vehicle Limited Warranty covered this vehicle against defects in material or workmanship for four (4) years or fifty thousand (50,000) miles, whichever
occurred first. This vehicle also had a Certified Pre-Owned Warranty which expired on July 18, 2016. Repairs needed, once the warranty expires, are the owner’s responsibility. It is difficult from this location to determine why the issues with this vehicle’s sunroof occurred. The actual longevity of any given part is dependent on a number of factors, which include use, maintenance, care and climate. During the life of the vehicle, items may have to be replaced due to mechanical failure or wear and tear. Of course, this explanation does not relieve the inconvenience or expense of dealing with issues as they arise As a result we initially offered to pay for 25% of this repair cost estimated at $1412.00. Ms*** had declined this offer. Ultimately she paid for the repair herself and we provided an Owner Loyalty Certificate of $for use at any Jaguar authorized Jaguar retailer. We value our Jaguar customers and believe that Ms*** was satisfied with this outcome

Complaint: ***
There are many auto makers in the worldThere are fewer luxury car makers and when one is spending that kind of money on a car, beyond the bells and thrills of the car, one could expect that the level of service would be different if not at least similarThe offer mentioned was not declined originally, it was suggested to me by your employee that I raise it with the Revdex.com which I didWhich you kindly rephrased I live in a state where it’s not realistic to drive the car from December through February due to salt and since it is / was my “fun” car which is the two month window you give to drive it into serviceSo I can’t even take it in earlyService which I found out is pretty much a $4XX oil change and “examination of fluids”If you were going to be that ridiculous in rolling the price of the elitecare into the car and then charge people for it cause they are a month late I would consider that closer to misleading advertisingYou directly compare yourselves to your German competitors and their service warranties and how they are shorterI’ve never had a problem with BMW, Audi, heck even Toyota with the ridiculous fine print you guys put in the thingEven the dealer said that you guys got so many requests like this that they stopped calling youYour managers are extremely rude and I personable your staff is borderline insulting especially to bdizing my name after countless correctionsIt’s no wonder that you guys create some of the most beautiful cars on the planet but can’t hold onto your customersIt’s not the monetary quantity but the principle and service of which I think I have seen enough ofI hope one day you realize one day your issue is not one of “read the fine print” but customer serviceIt’s a wonder when even your service advisors at the dealership roll their eyes at your policies, and then you assign another service advisor that just reiterated what you say
Regards,
*** ***

We apologize for the delay in response to Mrs***i’s complaint. Mr***i previously requested the repurchase of his vehicle and Mrs***i, who is an attorney, represented him. We reviewed the vehicle’s service history in good faith and did not
believe that the vehicle was eligible for repurchase under the Song-Beverly Consumer Warranty Act. However, the ***is were provided with a negotiated offer which they subsequently acceptedThe offer was subject to a release and settlement agreement, which the ***is declined to execute. As an alternate resolution, we offered a simplerelease and settlement agreement with limited language spanning 3-sentences which the ***is also declined to execute.At this time we remain at an impasse on resolution

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.

Jaguar Land Rover North America stands behind its products. As a result of MsOringer’s continued dissatisfaction with her vehicle, Jaguar Land Rover repurchased it and she was provided with a refund pursuant to the *** Lemon Law in May 2017. We trust she was satisfied with this
outcome