Jaguar Land Rover North America

Complaint: ***
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,
*** ***?

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.? *** *** 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 *** *** a refund.? Thank you

Jaguar Land Rover North America stands behind its products.? As a result of *** ***’s continued dissatisfaction with his Land Rover purchase, the retailer replaced his vehicle with a model.? Unable to maintain him satisfied in that vehicle, *** *** 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? ?

Complaint: ***
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 *** ***, 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 *** ***, 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,
*** ***?

We apologize for any inconvenience or miscommunication with our Customer Relationship Center.? We will add Ms***’s owner information to our database and assure she receives future recalls? ? Ms***’s vehicle is, in fact, subject to a Takata Passenger Recall.? She should
contact her local authorized retailer to have the vehicle’s passenger air bag replaced at no charge ??" parts are available.? The repair may take a few hours to perform, and a rental vehicle will be provided if necessary We previously received notice of Ms***’s vehicle accident.? While Ms*** believes that the air bags should have deployed, air bags only provide additional protection in certain types of collision.? The air bags are not designed to deploy in rear impacts, minor front or side impacts.? Therefore, superficial damage to the vehicle can occur, without causing the air bags to deployAir bag deployment is dependent on the rate at which the passenger compartment changes velocity following a collisionCollision circumstances, i.e., vehicle speed, angle of impact, type and size of object hit, etc., vary considerably and affect the rate of deceleration accordinglyAir bags do not replace the need to wear a seat beltAll occupants, in all seating positions, should always wear a seat belt, whether or not an air bag is present in that seating positionShould Ms*** require additional assistance, we will have someone reach out to her and discuss those details? ?

We are sorry that *** *** had this negative experience, resulting from a vehicle collision Jaguar Land Rover North America does not have franchised collision repair centers.? We typically refer customers to our franchised local retailers who are in the best position to recommend a local
collision repair center certified to work on Jaguar Land Rover aluminum vehicles *** *** had previously contacted us, and we in turn contacted the management at his local retailer with his concerns.? We continued to speak with *** *** throughout the completion of repairs? ? The collision center returned *** ***’s vehicle on or about December 28, 2017.? It subsequently required additional repairs performed through our franchised retailer, resulting from the collision.? The remaining issues were corrected and the vehicle was returned to *** *** by January 9, 2018.? We trust *** *** was pleased to have the vehicle returned to him? ?

Jaguar Land Rover North America stands behind its products.  As a result of Mr. [redacted] continued dissatisfaction with his vehicle our retailer, Land Rover Las Vegas, provided him with a refund in August 2017.We trust Mr. [redacted] was satisfied with this outcome and hope to regain...

his confidence in the future.

Jaguar Land Rover North America stands behind its products.  As a result of Mr. [redacted] continued dissatisfaction with his vehicle and ongoing rattle concerns, his vehicle was replaced with a new one in September of 2016.  We trust he was satisfied with this outcome.

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 2017 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.

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. However, I feel that there should also have been some type of compensation for the loss of use of my Range Rover because it has been sitting outside in a fenced area at Jaguar Land Rover Sacramento since the day it was towed there on 5/27/15...about 2 months. I was informed by the service manager that the repairs just started on 7/27/15. Thank you for your attention to this matter.

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. [redacted]’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.

[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 apologize for the delay in response to Ms. [redacted]’s complaint.    Ms. [redacted]’s vehicle required a fuel rail.  The fuel rail was unavailable for some time, and she subsequently submitted her complaint to the Revdex.com.   However, Jaguar...

Land Rover was able to resolve the issue by providing an alternative part, a damper.  Ms. [redacted] was notified that this part was delivered to the retailer and available to her on April 6, 2015.   In addition, due to the delay in receipt of the part required, Ms. [redacted] received a $500 gift certificate for use at any Jaguar Land Rover franchised retailer.   We believe this matter is resolved to Ms. [redacted]’s satisfaction at this time.

Review: Had our 2009 LR2 serviced at [redacted] Jaguar Land Rover in Memphis TN (our daughter attends school down there) was told that the car needed the Rear Differential replaced and the cost would be $3,022.44. Since car had only 37,810 miles on and we researched to find many complaints regarding same issue thought LandRover should help pay to get work done. Called the headquarters in Mahwah NJ and worked with them to get some assistance. They offered us $1,000 towards repairs. We accepted and the car was repaired But when they took out for a test run they then called us to say "oh by the way now your Front Differential need to be done." I could not believe it and they wanted us to pay them hundreds more to fix. At this point we felt like how can we trust the car to a dealership that did not figure this out from the beginning. Told them to give the car to our daughter. She spoke to people she works with and was given 2 independent repair shops that they use to see if the Front Differential really did need to be replaced both said yes and probable was Front Differential from the beginning. We were going to drive the car back up to the Dealer in NJ we bought it from (Land Rover Paramus) but both service dealers told us not a good idea since it is 1,200 miles and 18-19 hours away. Called the headquarters in Mahwah and was told they won't pay independent dealers to bring to another dealership but that one is 3 hours away in Nashville At this point I want to be refunded the money I spent to fix a repair problem that I did not need and put it toward the repair I need to get done. The response they gave was they wont help and Would not let me speak to anyone higher in the organization my only recourse they said, if I wanted, was to contact the Revdex.com Wow not what I expected from an organization of this magnitude. Sad to think they would stand behind a dealership and not a customer who owns 2 LR2's bought for both quality and reputationDesired Settlement: Just refund me the money I already paid then I can get my car fixed so when my daughter finishes school in May 2015 I know she is in a safe car to be driven home

Review: Purchased vehicle around June 1, 2015, used in [redacted] with approximately 49000 miles. During our drive home we noticed an issue with rear view camera, which the dealer had repaired with no problem. Vehicle spent 2 weeks with the dealer. As a result of repairs, my wife had to **y to her [redacted] position in [redacted], **. that started June 8th vs driving as planned. On June 27, my wife and I started driving from [redacted] to [redacted]. About 1 hour East of [redacted], we noticed the check engine light. We called Dealership in [redacted] and [redacted]. Both Service departments were closed. We contacted [redacted]a dealership, they closed at 4 on Saturdays, and we would not make it. I contacted [redacted] through the direction of the dealer in [redacted]. I submitted pictures of Dash with time, date, and check engine light on. I did this because when we arrive in [redacted], mileage on vehicle would be around 50,300. We contacted the local dealership and call not returned until several additional attempts weeks later. The problem is that when [redacted] followed up with my wife, the non-certified mechanically challenged, told the representative the the car was fine and driving well. As a result our case was closed without the vehicle being checked by the dealership. I contacted the Customer Center and told them that the check light was still on and the I feel the vehicle should be covered by the manufacture warranty! Case was reopened. Later that week, we received notification that due to the fact that my wife said the vehicle was fine, it would not be covered under warranty even though there was a Technical Sevice Bulletin for my issue. I was also told if I did not like the decision to report them the the Revdex.com. For having this vehicle for less than 2 weeks and 1000 miles in my possession, along with supporting evidence that was provided to [redacted] when check engine light came on, I feel that Land Rover should honor their warranty and reimburse our expenses.Desired Settlement: Vehicle currently at [redacted], ** dealership. Honor manufacturer warranty as the problem occurred prior to 50,000 miles and no service location were open at the time. Vehicle repairs will be completed on Monday, September 21st at which time we will pay for repairs. (After waiting 3 weeks for this appointment, part not available) If not resolved prior to our payment, we would like to be refunded all repair cost per the manufacturer warranty.

Review: Vehicle a 2012 Jaguar XF under factory had brake issues and brought in for servicing on 4\28/14 Upon inspection I was told the brake rotors were pitted and rusted and needed to be replaced which would be covered under factory warranty. Jaguar then reversed themselves and elected to not replace the prematurely rusted and pitted brakes under warranty. I had to have the work done which I did because it was a safety issue.

Jaguar has not covered an item a safety item which is contractually their responsibility under warranty.

I respectfully request that they honor their warranty and reimburse me for the cost of work performed at the Jaguar dealership.Desired Settlement: Refund to my credit card

Review: This is the second time, I have been stranded by my vehicle, Jaguar XJL, 2011, in 1.5 years of ownership. I am now on my third battery among other parts, 11 repair visits, countless problem reporting calls and provided misinformation, and the car continues to break down. The 8+ hour February 22, 2015 breakdown incident and the lack of response, incompetent service providers, outright lies told about when to expect service and promised call backs was even worse than the first which I didn't report. Although, I wasnt on the road blocking traffic, I and my sick wife were in an unsafe environment in a parking lot with pan handlers requesting change and inquiring why my expensive car wouldnt work. I had been told initially that the car could be locked or unlocked if the battery died by using manual pin key in fob. It didnt work and have since been told that is common when battery dies. I couldnt lock car and worried about potential vandalism to my car. I and my sick wife sat in a cold (5F) car waiting for service. After hour four, I sent my wife home in a cab. Finally, 7 and half hours later, I and a pan handler assisted the tow truck driver of pushing the car in place to pull it on the tow truck. We dropped the car off at the Lake Bluff, IL, Imperial Jaguar Dealership after 8:30 PM that evening. The [redacted] representative who contracts with Jaguar for their emergency roadside service called and apologized for the poor service and stated a check was in the mail for $50.00 for my inconvenience which I thought was another example of how callous I was mistreated and how they were blowing me off. I expressed my resentfulness of the gesture and that was not stopping me from filing a complaint. Then she stated she would send me a check for $150 and asked me not to blame Jaguar for the incident which I believe is responsible. I have not heard from Jaguar corporate although reported by email correspondence with Imperial because they want to minimize another in series of breakdowns.Desired Settlement: I had contacted corporate nine months ago with my concerns and the need for assistance on an extended warranty because of all the breakdowns. Even dealership agrees that my experience and the number of problems experienced with the car are extraordinary. With all the auto repair reports, I have lost even more market value of the car than usual. I have been ignored despite the inconvenience. It's created the lack of trust and confidence from all the problems with the car and Jaguar USA.

Business

Response:

We apologize for the delay in response to Mr. [redacted]s complaint. We are investigating the roadside incident he experienced and will follow up with him directly to address it.

Consumer

Response:

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

Review: I have a 2010 Range Rover Sport Supercharged. In July of 2013 my engine (still under warranty at the time) was replaced by Land Rover for a technical issue with a 2013 engine because there were no new 2010 engines available. Shortly after I received transmission faults on my vehicles dash, I took it back to Land Rover twice after that for the same warnings on the dash and both time was told it's a new engine adjustment. Didn't see the faults pop up again until December of 2014. The vehicle broke down on me a less than a week later. I was working out of town for 4 months so when I was back for good in April 2015 I had the vehicle towed to Land Rover in Livermore, Ca. The service manager informed me that the engine was burnt out do to lack of oil. The service manager then told me I would have to replace the engine out of my own pocket because I did not have the car serviced within the required mileage (25000). I informed him that the vehicle was serviced on 6/12/14 and provided him with the invoice from the shop that performed the work within the 25000 miles required and stated to him there was no way the oil reserve could have been empty unless the engine was overworked for another reason. He told me that with this proof of service Tha Land Rover would replace the engine and that it would take some time to have it shipped out. That was April 2015 I was contacted and was told the engine was shipped in mid July. Was told the engine had arrived and that they would start installing it in August 2015. I then checked back towards the end of September because I had not heard from them and the service manager told me that he had made a mistake and the engine that had come in was for another customer and that Land Rover had denied my claim for an engine. I called Land Rover directly and after dealing with a very rude rep I decided to do my own research and found through several specialists that it's a good chance the engine was installed improperly.Desired Settlement: I would like Land Rover to replace my engine and my transmission that was burnt out which is also a byproduct of the engine not being installed properly. I would also like an apology for being mistreated as a lifelong Land Rover owner for the last 17 years.

Review: My 2010 Range Rover was diagnosed with an electrical problem which turned out to be a cable that had been left dangling from a service repair at Jaguar/Land Rover of [redacted] The problem was corrected but within a week my Range Rover had a water pump failure which caused the engine to fail. There was no warning of the water pump failure or the engine failure. The vehicle should have had a safety system in place to shut the engine down after the water pump failed to keep it from overheating and causing permanent damage to the engine. I feel that there was no warning of the water pump failure because of the electrical problems that had been going on with the vehicle due to the loose cable that was left dangling which caused numerous other problems with the vehicle. The service department told me that the vehicle would need a new engine and the cost would be around $29,000.00 for the replacement. I was informed by one of the service department technicians that the water pump issue is well known with these vehicles. I contacted Land Rover and informed them of all the issues with the vehicle and requested a GOOD WILL repair due to the circumstances because my vehicle is just out of the factory warranty with around 56000 miles. Land Rover refused to grant me the good will repair or replacement. I feel that is very unfair to me considering the vehicle had electrical problems which the service department caused. Also the water pump failed prematurely with no warning which caused the engine to fail. I feel that it is absolutely wrong for Land Rover to leave me with this burden. This is the fourth Range Rover that I've owned and I have never experienced anything this severe.Desired Settlement: Repair of replace my vehicle

Business

Response:

?We are in receipt of Mr. [redacted]'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. ?

Business

Response:

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. [redacted]’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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I feel that there should also have been some type of compensation for the loss of use of my Range Rover because it has been sitting outside in a fenced area at Jaguar Land Rover Sacramento since the day it was towed there on 5/27/15...about 2 months. I was informed by the service manager that the repairs just started on 7/27/15. Thank you for your attention to this matter.

Review: January 2014, we purchased a 2010 Jaguar XF (4.2). Early January 2015, the car started to start but immediately shut off. During that time, we begin to notice a strong gasoline ordor. We had it checked out by a Certified Jaquar dealership and supposedly found the problem. They changed spark plugs and coil because they were soaked from the gasoline leakage.The same day after the vehicle was repaired, the car continued to do the same thing it was doing when we brought it in to get serviced. A few days later, a technician calls and inform me they found the problem and the car needed a Fuel Rsil after we paid hundreds of dollars on a repair we didn't need. So us believing they were not knowlegable and trustworthy. We decided to tow the car to the dealership where we purchased the car. They also are certified in Jaguar services. The auto service department orders the part to find it's on back order. I've contacted Jaguar countless times since January 2015 inquiring on this fuel rail. They said they are "looking" for the part. In the meantime, we're paying on a car that useless because Jaguar does not and can't give me an estimated time when they'll have it. On March 6, I was notified that they did locate a fuel rail in another country and was being shipped to me. On March 20, they informed me the shipment was declined and couldn't give me details why it was declined. I'm just frustrated I purchased a brand car and I can't get my problem resolved. I've asked for a rental car but was told because I didn't purchase my Jaguar from a Jaguar dealership, it's absolutely nothing they can do for me. It's very expensive to get around and it's still a Jaguar no matter where it was purchased. Maybe the media can help me like in China. I will never in my life think these luxury car companies stands behind their product, especially their customers...Desired Settlement: We would recommend buying the Jauguar back from us since you can't provide the fuel rail or providing us with a rental until they send us the part and of course, compensate for the part and repair. It's very expensive to pay a car note, insurance, and find means to get back and forth at Jaguar's fault.

Business

Response:

We apologize for the delay in response to Ms. [redacted]’s complaint. Ms. [redacted]’s vehicle required a fuel rail. The fuel rail was unavailable for some time, and she subsequently submitted her complaint to the Revdex.com. However, Jaguar Land Rover was able to resolve the issue by providing an alternative part, a damper. Ms. [redacted] was notified that this part was delivered to the retailer and available to her on April 6, 2015. In addition, due to the delay in receipt of the part required, Ms. [redacted] received a $500 gift certificate for use at any Jaguar Land Rover franchised retailer. We believe this matter is resolved to Ms. [redacted]’s satisfaction at this time.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 1[redacted], and find that this resolution is satisfactory to me. In addition, the damper was not sent for my car at the time, but when I informed Jaquar of the dealership had the parts for another customer, Jaquar transferred the part to in my name. I'm just satisfied it's over!