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:04/29/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 bought a 2015 Used GMC Yukon in October of 2024 from this dealership and they sold me the car with a faulty transmission. They claimed to have done a 200 point inspection of the vehicle and claimed that it was a certified used vehicle. I questioned the salesman at the time of purchase if the transmission had ever had any work done because it looked tampered with, he claimed to have no other knowledge other than a gasket leak that had been fixed. Although I know they had knowledge of the transmission being bad and they still put it on the market. I purchased the vehicle and within a couple of weeks the transmission was giving me issue and it eventually needed to be completely replaced. I paid out of pocket because the dealership refused to hold themselves responsible. I contacted the dealership in hopes they would help me out but they refused. This dealership lacks ethical standards and values they never keep their word and once the car leaves the dealership they dont bother to help you resolve your issues. Upon purchase part of our deal included that they would provide a spare tire for the vehicle which to this date Im still waiting for. I reached out the salesman via email and telephone several times and he agreed to send the tire and I have yet to receive it. Unfortunately this dealership has no professional standards and they have terrible reviews from other customers who have encountered similar problems. They sell faulty used cars and Im hoping I can help get a refund for the repair I paid for because of their knowledge of the conditions of the vehicle and the fact that they were not transparent at the time of purchase.

• Initial Complaint

  Date:04/29/2024

  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 writing to express my dissatisfaction with the service I have received at your service department. My LR has been in your facility since December of 2023, and despite multiple attempts to resolve the issues, I have encountered nothing but frustration and disappointment. Not only have I been charged for multiple services and repairs, but none of these actions have succeeded in fixing the underlying problem with my car. Instead, I now find myself dealing with new issues that were caused by the actions taken by your service department. Furthermore, the lack of communication and difficulty in getting in touch with your team has only exacerbated my frustration. When I reached out to the service manager, their response was dismissive, simply telling me to "come get your car" without any resolution to the ongoing issues. This level of service is unacceptable, especially considering the amount of time and money I have invested in attempting to rectify the issues with my vehicle. I urge you to take immediate action to address these concerns and provide a satisfactory resolution.

  Business Response

  Date: 05/07/2024

  ***************************** brought his vehicle to Jaguar Land Rover South Bay 6/2/2023. The complaint was CUSTOMER STATES HE WILL BE DRIVING AND ALL 4 BRAKES WILL START TO LOCK UP. NEEDED TO STOP AND TURN OFF VEHICLE. TURNED VEHICLE ON AND BRAKES WERE NOT LOCKED UP ANY LONGER. We diagnosed the vehicle and found the *** module failing. We recommended replacing the *** module with a new one. The new *** module was on back order with no ETA. We offered the customer a used *** module that was available and at discounted rate. The customer agreed to the used *** module. We replaced the module and it fixed the concern of the brakes locking up. The customer returned 12/9/2023. CUSTOMER STATES *** CONTROL MODULE REPLACED WITH US. WHEN PLUGS IN SCANNER READS INCORRECT VIN #. The brakes were not locking up which was the customers initial complaint. The code for incorrect Vin # was consistent with the used module. To get rid of the incorrect vin # we recommended a new *** module. The customer declined at that time. The customer returned on 2/1/2024. CUSTOMER STATES MANY WARNING LIGHTS ON THE ***** We diagnosed the vehicle and found several different fault codes. We again recommended a new *** module. I spoke to the customer and told him I would apply the cost for the used module to replace it with a new module. The used module was $1059.95 + tax. I would install the new module at no charge. The remaining balance would be $3315.00. This is the last conversation I had with the customer. If he wants I will refund him the $1059.95 for the used *** module and he can take the car as is.    

• Initial Complaint

  Date:08/08/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  This company has pulled my report multiple times without my knowledge. I did not inquire or seek any assistance from them. Thus, the inquiries should be remove immediately in accordance to the **** Credit Repair Law.

• Initial Complaint

  Date:09/01/2022

  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.

  9/29/21 I purchased ******************** LR ********************************************** under factory warranty ******** extended warranty thru 10/2023.
  8/13/22 driving on the HWY when 'LOW BRAKE FLUID' warning came on. When applying the brake to slow down for a vehicle in front of me, the peddle went almost to floor before any braking was felt. Immediately pulled off the freeway, noticed fluid on body and around driver-rear wheel. Car towed to Land Rover **********************
  8/15/22 **************** (Service Advisor) called me from LR *** called me to confirm they received the vehicle and that the repairs would be covered under warranty. He stated that the driver-rear brake caliper had failed (fallen off). He asked if the vehicle had been in an accident, I replied not under my ownership and the ****** was clean when I purchased the car.
  8/16/22 -***** called to inform me that the repairs would not be covered under LR warranty due to previous accident repair history. During the inspection the tech noticed what looked like newer suspension parts around the area where the brake caliper failed. He looked into the service history on the vehicle and found repairs done December 2020 at Land Rover ************************************ He asked I call and get a copy of the repairs done and inform the selling dealer of the issue. He also mentioned that in the notes the frame was out of spec and an alignment could not be performed.
  I made another call to Land Rover Customer Relations to discuss my issue.Case Manager ************ (CASE *************
  8/23/22 Land Rover Customer relations called me and informed me that Land Rover would not warranty the repair because it was not due to a manufacture defect and was likely a bad repair job as a result of the accident.
  -Numerous calls to Land Rover south bay (selling dealer), calls not returned.
  8/29 GM of LR SB(****) said he would update me EOD. No call back. I have called him every day and he won't return my call.
  

  Business Response

  Date: 10/07/2022

  Business Response /* (1000, 8, 2022/09/26) */
  Contact Name and Title: ********************
  Contact Phone: ************
  Contact Email: ****************************
  Thank you. The General, Manager has discussed this concern at length with Mr. *****. The ****** on this car at point of purchase, and at the point of complaint, do not have any accidents reported. The client complained about a brake/rotor concern in early October 2021, and since the client lives out of the market, the GM issued him a check for $1300 to help with a brake and rotor replacement, and Mr. ***** was very appreciative. Come to find out, Mr. ***** had the brakes inspected at Land Rover ************ which is closest to his residence, and they recorded on a Repair Order that the brakes were perfectly fine, and with plenty of life left. Mr. *****, kept the money, and did NOT have any brakes or rotors replaced. This incident is now just shy of a year later, and Mr. ***** had his vehicle towed to Land Rover ************* which is not affiliated with Land Rover South Bay. The GM of******* Land Rover South Bay approached Land Rover North America with Mr. *****'s concern. They also mentioned this has nothing to do with the sale of the vehicle from Land Rover South Bay. This information was delivered to Mr. **** by the GM of ****** Land Rover South Bay.
  This issue, approximately 1 year after Mr. ***** purchased his car from Land Rover South Bay has nothing to do with the purchase, and appears to be a case of outside influence-meaning Mr. ***** hit something on the road. His car was taken to ****** Land Rover Redwood City for repair, and if he has a concern about repair, this needs to be taken up with them, not ****** Land Rover South Bay.
  
  Mr. ***** had an exceptional sales experience and indicated after the GM issued him a check for $1,300 back in October of 2021 that he is committed to *** South Bay for all further purchases based on our customer service. ****** Land Rover South Bay has gone above and beyond for this client, but unfortunately will not be participating in a repair being done at Land Rover ************* and a repair most likely caused by outside influence.