Jaguar Land Rover North America

Review: I purchased a 2006 Land Rover Range Rover Sport in 7/2008. On 10/23/2008 I had my driver's side headlight replaced under warranty. In 7/2014 the external plastic on the driver side headlight completely broken down and it became difficult for light to pass through the lens at night. on 7/15/2014 I reached out to the manufacturer and explained the problem and was given a case number [redacted] by Jose [redacted]. I was advised that the headlight was no longer in warranty of which I already knew. However when I purchased this vehicle it was over $50,000 and a headlamp is not supposed to be replaced every 6 years. In addition the passenger side headlight that was not replaced is still in perfect condition. I am asking for compensation towards purchase of a new headlight or replacement because the product is faulty. I was offered $100 towards the purchase which is not of any assistance towards a headlight valued at about $600 plus labor cost between $100-$150. I called again 7/9/15 and spoke with Loretta and was told that nothing can be done to assist. At this point this has become a safety issue and I am not comfortable driving the vehicle at night for lack of light on the driver side.Desired Settlement: I would like replacement of the faulty headlight or fair compensation towards purchase of a new headlight. I can take to any Land Rover dealership to verify the condition of the headlight. I have taken the vehicle to the dealer in [redacted] in 2014 and again to [redacted] dealer in 2015 and was advised both times that the issue is related to a faulty headlight product. The breakdown of the plastic is beyond normal wear as well as the original headlight that was not replaced is not affected at all. The vehicle is very expensive and a headlight should not require replacement after 5 or 6 years.

Review: I purchased a pre-owned 2010 XF Jaguar premium from a local Toyota dealer with approximately 32,000 miles in 2012. At the time the vehicle was still under warranty. Later that year I encounter an issue with the interior light continuously coming on after the vehicle had been turned off and locked. I contacted the Jaguar dealer to discover it was a defect in this particular model. At the time it was covered under the warranty and Jaguar replaced the light. Earlier this year (2015) I started to notice the dashboard was separating from the interior and the leather material on the dashboard started to bubble up. I contacted the dealer to find out this was another defect in the vehicle. However, when I visited the dealer for my regular maintenance I discovered the vehicle was no longer under warranty.

The dealer informed me the replacement for the dashboard will cost $4300.00. After learning the cost to replace the dash I went online to discover many XF owners with the same year experienced the same problem. I really enjoy I strongly disagree that the customer should be obligated for a defective product.

This cosmetic problem has made the vehicle ugly and embarrassing to drive. I’ve contacted the corporate office twice once to be told (by [redacted] visit the Jaguar dealer and provide something in writing and second to be told (by [redacted]) when it’s out of warranty it’s an inconvenience and Jaguar doesn’t cover it. Jaguar knows this is a problem, yet fail to properly address the issue that’s a problem. I’m requesting that Jaguar replace the dashboard at no charge.Desired Settlement: Jaguar covers the charges for the dashboard.

Review: To whom it may concern:On August 6, 2015, while driving home from work on Interstate 495 and then on Route 2, my 2013 [redacted] XF low tire pressure light came on. I figured as soon as I could get off the main route that had heavy traffic that I would put air in the tire indicated. (Note: this was the only day that this light ever came on and I have only owned the car since March 2015.)The vehicle made a loud sound and within approximately 2 minutes there was a loud bang with smoke from the tire.I called the [redacted] Roadside Assistantance, who contracted a business that sent a young girl that looked no more than 15 years old and who was the same size as me. She and I used the jack from her [redacted] to change the tire. She was not fully aware of how to change a tire. Luckily with my military experience and currently being a federal inspector I did, despite also being a woman.I took the car to the dealership the following morning, August 7, 2015, which is 1 1/2hrs. away in Albany, NY. ([redacted], 3[redacted], NY. 12205). The dealership said they would not charge for the tire repair, but that I had to pay for the rental car. I accepted that offer even though I heard a tech. say that a new loaner vehicle had just come in.The dealership called on Monday, August 10, 2015 saying that not only would the car be in for repair another 3 days, but the cost was now $1,100 due to the replacement of the rim, not counting the cost to me for the initial 3 days of a rental car.That is ridiculous! No one that I know has ever paid that for a one tire situation that is on a vehicle that is still under factory warranty. The vehicle only has 38,884 miles on it, as of at least as of three days ago. This unfair and unprofessional as I did not do anything wrong and the vehicle is under warranty. Please assist.Desired Settlement: A refund of $1,100 because the vehicle is under warranty and this was not my fault. Plus I was stranded waiting for the [redacted] Roadside assistance that merely sent an inexperienced kid until 10pm. and did not get home until after midnight and had to work the next morning.Lastly, I want detailed information as to what is and what is not covered by warranty and who I can take it to besides this dealership. I would like this information in writing please. I am concerned about the other tires.

Review: Land Rover knowingly leased a 2015LR4 to me which their salespeople and service people all know had a defect with respect to the Eco button, which caused my car to stall and the engine light to turn on. I had to take my car to the dealership 4 times in less than 3 months, and it was there for days at a time. Not to mention the travel back and forth with two young children and discomfort of driving in an unsafe vehicle with my babies. I believe that they should reimburse me in full for the 3 months worth of payments, as well as for my time for the back and forth, when they knew there was a problem. I am not willing to sign a settlement agreement because I do not know if this problem will persist in the future; they offered me a courtesy reimbursement and then made a bait and switch and now require a full and unconditional release of any and all claims which is absolutely unconscionable .Desired Settlement: A refund for 3 months worth of payments and $5000 for my time.

Business

Response:

We apologize for the delay in response to Mrs. [redacted]i’s complaint. Mr. [redacted]i previously requested the repurchase of his vehicle and Mrs. [redacted]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 [redacted]is were provided with a negotiated offer which they subsequently accepted. The offer was subject to a release and settlement agreement, which the [redacted]is declined to execute. As an alternate resolution, we offered a simplerelease and settlement agreement with limited language spanning 3-4 sentences which the [redacted]is also declined to execute.At this time we remain at an impasse on resolution.

Consumer

Response:

This car was knowingly leased to us with a major software issue that the company already had knowledge about. From the first time we took it in, the service station gentlemen apologized and admitted that it was an ongoing issue with MANY of the Land Rovers. Our car was immediately in and out of the service station for the first 3 months of having it. The service station gentlemen agreed that there should be a lemon of the car. The company supposedly created the software cure when we took our car in for the 4th time. No one feels comfortable to know their family is the test-monkey for a cure. Just like no one would want to be the first to get back on a roller coaster after it has been stalling for some time. They want me to keep the car and feel comfortable driving my small kids in it, and they want to trick me into waiving my rights as well. They initially offered us a courtesy payment of $4,500. Courtesy means FREE, in exchange for nothing, just because of the headache you have endured. When we asked for more, they said OK, but then provided us a 20+ page agreement with a full release of any and all claims, past, present and future. That is absurd and they are treating us like we are stupid. Then, they realized we are not stupid when we rejected their offer, and they reduced the settlement agreement down to a few lines. That is no gift (i.e., again, not a courtesy) because it still provides that whatever happens to our car down the line, we are releasing them of all claims - all claims of property damage and damage to myself, my family, my kids, and who knows who else would be hurt if this car again stalls in the middle of the street. In other words, if the issue comes back, or another issue arises, we will have no rights whatsoever. Why would anyone agree to that? And, why would a reputable company ask this of a customer? I have two young children and work and had to take the car into the service station MANY times, leave it, uninstall car seats, re-install them into the rental car, and repeat this exercise several times. In the least, I am entitled to a reimbursement for the three months that this took to remedy AND entitled to retain my rights in the event that other/new issues arise in the future. Land Rover is trying to bull rush me into waiving my rights for a couple thousand dollars when they have had significant issues with the new Eco lock system they devised and they know it. They have acted in bad faith and what was initially offered as a "courtesy" actually came with strings attached. Shameful behavior! This is my second Land Rover, but it appears that management wants to make sure I don't lease a 3rd!

Regards,

Judith [redacted]i

Business

Response:

We have continued discussions with the [redacted]is and believe the matter is now resolved to their satisfaction.