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:09/12/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  [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 Administratively Resolved]

   Complaint: 22275788

  I am rejecting this response because: while I was contacted by someone from the service department on Thursday, I still have no check and candidly the tone of the response is disrespectful and unacceptable. If it was not for the product they sell and the salesman that my wife and I like, we would NEVER do business with them again, and I intend on finding a contact at a higher level in Fields organization to share this experience with.

  Regards,

  *******************

  Business Response

  Date: 09/12/2024

  We are refunding the $830. We had to remove our office staff in ******* and get a new staff in Jacksonville. He should have his check shortly. 

  Business Response

  Date: 09/19/2024

  **************, I left you a voicemail to find out about the discussion you had with the Service manager that was handled poorly on his part. I called the ******** number that went directly to voicemail. I also verified that the check was sent *** and is located it at the *** store on 3rd and as they stated your address has some sort of block that diverts the mail to them. I asked if we can collect it and hand deliver it to you and they said No, only you can collect it. They stated you should have been notified that mail was waiting for you there. We used the address that you texted to the service manager. I would be happy to talk to you if you would like. My direct line is ************

  Customer Answer

  Date: 09/19/2024

  [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

  Date:06/21/2023

  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 am rejecting this response because: The response back was 2 days snd 3 days later. Why delay looking at my vehicle and not make it a priority when I had an appointment? Im upset because my vehicle sat there for days. I had to text  several times to get a response, as stated in your provided documents. 

  
  

  ********
  
  ******* *********

  
  

  
  

  
  

  
  
  a bulletin of what the problem was. He stated that they would have to remove the bumper and it would coat this much and this many hours and put the bumper back on, bunch of mumbo jumbo that you feed someone to shut them up because they are angry because of the delay and neglect. I just said Id like to come get my car, he said it was $490 total that I need to pay. $240 something for each diagnosis of two problems we needed looked at. Mind you they did not fix anything nor look at anything, I can guarantee my car never left that parking spot where I left and picked it up. Utter disbelief that a Land Rover dealership practices in this manner. Why have an appointment? Why not communicate with customer? Why charge for something you never even addressed or looked at? I hope that this isn’t their standard practice and they do not treat anyone as I have experienced. It isn't about money, its about wasting my time and treating me like an idiot and being dishonest.

  Business Response

  Date: 06/21/2023

  To whom it may concern,

  Land Rover of Jacksonville is writing in response to ******* *********** accusation that the dealership had charged for work not performed.  I have attached the repair order with the technician's notes, the bulletin which the customer supplied, and the fault codes the technician recovered from the vehicle.  Upon initial inspection, of the vehicle the technician found faults related to the FCDIM.  He proceeded by updating the control module and calibrating the blind spot control system.  During the technician's test drive to verify the repair, the warning light illuminated in the instrument panel for the blind spot monitoring system.  At this time the technician recommended to remove the rear bumper for access to perform further testing.  **** ********** declined to proceed with further diagnosis and picked up the vehicle.  If necessary the dealership can provide further documentation showing the diagnostic fee **** ********** was charged was justified.

   

  Regards,

  *** ******

  Business Response

  Date: 06/26/2023

  I have attached documentation showing the service advisor was in communication with the customer.  Also, attached is the time stamped diagnostic printout showing  the fault codes stored and the software updates executed on the vehicle.  The repair order also indicates the vehicle was driven by the documented mileage change.  The fault light is still illuminated due to the customer declining the additional diagnosis needed to locate the point of failure.  This was declined via a phone conversation further proving the service advisor was in contact with the customer.  

• Initial Complaint

  Date:05/09/2023

  Type:Product Issues
  Status:

  ResolvedMore 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.

  [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,
  

  
  

  
  

  ***** ***

  
  

  
  

  
  

   

  Business Response

  Date: 05/09/2023

  We have overnighted by ups a new check to ***** ***. The check number is *****.The tracking number is ******************

  Our apologies for the inconvenience

   

  Thank you

  *** ******

• Initial Complaint

  Date:12/01/2022

  Type:Product 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.

  
   

  From: ******* *** <**********_****************>
  Sent: Wednesday, December 21, 2022 12:17 PM
  To: **** ******* <*********************>
  Subject: Re: BBB Complaint response

   

  Good Morning,

   

  Complaint # ********

  I am rejecting the response from the dealership.

  The dealership did not try to rectify the issue until December 5, 2022 at 11:21 am. I have this in my phone call log and in a voicemail.

  This was only after I filed the complaint with the Better Business Bureau. Yes, I traded the vehicle on November 21, 2022. I was waiting for *** ****** to rectify the issue since April 11, 2022, which was when I first contacted him.

  My first contact to the dealership regarding issues was January 4, 2022, via email to Mirium Stone. The dealership was unable to service the car at the time due to staffing shortages, therefore the car was not serviced for the issues until April 2022. During the service in April, I was not provided with a dealership loaner car nor was the issues resolved. The issues got worse from there on.

  I have sent a certified letter to corporate on December 1, 2022 and the package was signed for on December 9, 2022 ad 11:42 am. I have not received a response for corporate.

  I am requesting a refund on my car payments for the months that the car was in service at Land Rover totaling $2793.72. This will cover my car loan for those months, the gas and days off traveling 4 hours to and from the dealership. The total is 8 hours round trip. 

  I am also requesting the down payment paid on the car at the time of purchase, $3,500 as I only was able to keep the car for 16 months due to the poor care and customer service at Jacksonville Land Rover.

  Total $6,293.72

  I hope that this warns all others of this dealership and that no one else has to go through the same experience.

   

  Thank you!

  Best Regards,

  ******* ***

  ************

   Complaint: ********

  
  
   
   
  

  
  

  
  

  
  
  

  Business Response

  Date: 12/21/2022

  From: *** ****** <**********************>
  Sent: Wednesday, December 21, 2022 10:10 AM
  To: ******** ******** <**********************>
  Subject: Re: BBB Complaint ********

   

  Good morning ********* 

   

  Thank you for your assistance this morning. Could you please post for us the response bellow.

   

  While attempting to rectify the concerns of the customer and rescheduling to have the concern looked over, the customer has informed us that they have sold their vehicle.

   

   

  Thank you again and Happy Holidays.

   

  *** ******

  General Manager

  Jaguar Land Rover Jacksonville

  ***** ******** ****

  Jacksonville, FL 32225

  ************

   

   

   

  Business Response

  Date: 12/22/2022

  The dealership understands the frustration that Mrs. *** has experienced with her 2021 Land Rover Velar and has done everything in its power to address her concerns. The dealership has done so by providing pick-up and delivery, along with supplying alternate transportation. Unfortunately, due to ongoing supply issues, repair times have been longer and Enterprise rental vehicles are being used to supplement our depleted loaner fleet. The rental expense is absorbed by the dealership and is not passed onto the customer. 
  When addressing the customer’s concerns with said vehicle, the technician has followed the workshop manual and diagnostic flowcharts required by the manufacturer. Once the work was completed, the technician verified the vehicle was operating as designed. 
  The infotainment system will require ongoing software updates to ensure its reliability as the technology changes on components such as phones and tablets being connected to the vehicle. 
  Regarding the squeak in the steering system, the vehicle has been modified with aftermarket, oversized wheels, which is causing additional wear on the vehicle’s steering and suspension components. However, the dealership has overlooked this fact and performed a repair procedure described in SSM75409 that addressed steering related noises for customer satisfaction. 
  Also, the vehicle’s stalling issue was verified and corrected by replacing a fuel pump driver module. 
  The dealership has taken the customer’s concerns very seriously, so much so that when Mrs. *** stated she was still having issues, the dealership arranged a test drive with the service manager and the shop foreman. During the extensive test drive, the only concern Mrs. *** was able to demonstrate was the rattle from the rear passenger window. The vehicle was no longer under the wear and tear warranty, which expired on 7/26/2022 or 12,500 miles. Once again for customer satisfaction, a repair was made to seal in the passenger rear window channel. Unfortunately, the repair did not last and was brought to the attention of the service manager on the day the vehicle was delivered back to Mrs. ***. The service department attempted to reschedule the vehicle to address this repair, but Mrs. *** stated that she no longer wanted to do business with the service department and wanted to speak with the general manager. The general manager contacted Mrs. *** and after listening to her concerns, offered to repurchase the vehicle. Mrs. *** was offered $52,000; $4,500 over current MMR value. Mrs. *** declined and chose to trade in the Land Rover Velar and purchase another vehicle at a different dealership. Being that the transaction was not performed by Jaguar Land Rover of Jacksonville, the trade value cannot be verified. 
  As shown, Mrs. *** was presented with and declined several options to rectify her concerns. Documentation supporting these statements can and will be provided upon request. 
  Kind regards,