ComplaintsforJaguar Land Rover Sacramento

• Initial Complaint

  11/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In Sept I reached out to Jaguar in Sacramento for a coolant leak somewhere because the low level notification kept coming on every few days. I was told that I couldnt be seen until some date in November. After it continued leaking and the light came on more frequently I reached back out and was given a date of 10/29. I called approximately on the 3rd of October. My vehicle was taken in and I was told after thorough diagnosing the vehicle that there was an oil cover leak ($1400) that needed immediate attention and a new thermostat ($1061) that needed immediate attention. I explained that Ive never had an oil leak prior to my vehicle being in their care. It was serviced by them in April 2021 and there werent any issues then either. After explaining that my bright colored driveway has no oil spots in it and theres never been an indication for low oil levels nor a check engine light to support this finding. He then backtracked and said that it wasnt severe because it was just the cover and could be a small pinhole leak and also if I havent noticed anything but to watch it. Which is confusing that if it isnt an issue why are you charging $1400 and saying its an immediate problem. I approved only the repair to the thermostat for which I took it to be serviced. I picked it up on 10/29 with a newly replaced thermostat. On Tuesday night the check engine light came on after only one hundred miles or so. I again took the vehicle for diagnosis as I just received it. He said He guess that its a small pinhole leak in cylinder number 5. I asked how did he know. He said the computer is giving that error and they emptied the coolant reservoir halfway and restarted the vehicle and it back flowed. I mentioned immediately that is ironic that the system just worked on is the method to determine if there are issues. I was told that they checked the vehicle after working on the system but allegedly didnt find it. They now want me to pay more for their damages.

  Business response

  11/08/2021

  
  
  To whom it may concern,
  
  The customers initial complaint of the coolant leak was verified and repaired. The customers vehicle was driven 9 miles after the repairs were completed and presented no further issues. We have attached a photo of the leaking thermostat and video of the current area in question.
  

  The customers car is currently in our possession.  The general manager is happy to have a conversation about this, please contact our store and ask for the general manager.

  
  

  Business response

  11/09/2021

  See Attached:

   

  Customer response

  11/12/2021

  I am rejecting this response because:

  I paid for the thermostat to be fixed.  I was told that by correcting the thermostat it then caused the head gasket on cylinder 5 to blow by the pressure building up and forcing it to leak.  This was an issue cause by the repair and either not sufficiently checked or there mustve been a faulty repairing process.  I was also originally told to pay $1446.50 for immediate attention oil cover leak that subsequently became nothing major as I hadnt seen any oil and that I just really needed to monitor it.

  Currently per the service department, Jaguar is correcting the issue and also searching for a customer friendly solution.  
  

  Even after being at the dealership this second time and troubleshooting, further issues and diagnosed recommendations have surfaced since receiving the detailed explanation after the first diagnosis.  Which is weird as I havent touched the car nor looked at it.

   

   

  
  

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