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:05/06/2025

  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.

  Misrepresentation in Vehicle Sale / Failure to Respond On February 4, 2025, I purchased a 2020 Land Rover Defender 110 HSE from Jaguar Land Rover Naperville for $36,612.01 (over $40,000 with taxes). I was toldboth verbally and in writingthat the vehicle had no prior accident history.When I recently attempted to trade it in, a Carfax revealed it had been in an accident on January 25just 10 days before my purchase. This was never disclosed and led to a $10,000 drop in trade-in value.The infotainment system has never worked properly. Apple CarPlay, Bluetooth, and USB all fail, with audio cutting out every few seconds. General Manager *** told me to bring it in. At the appointment, Service Manager ******* said its a known issue with some Defender models and that a software fix may come in the futurenone of which was disclosed at the time of sale.I was also told by salesperson ***** that both brakes and rotors would be replaced before delivery. Only the brakes were done. After I raised the issue, *** had me return to get the rotors replaced and attempted to fix the infotainment, unsuccessfully.Additionally, floor mats present during the showing were missing at delivery. When I brought this up, I was given a luggage totesomething I didnt request and that doesnt replace what was missing.Imagine spending over $40,000 on a luxury SUV, only to end up with:A vehicle with undisclosed accident damage A non-functioning infotainment system A dealership that ignores follow-ups and makes incomplete repairs Ive reached out multiple times to General Manager *** via Service Advisor ******* and have received no response.I am seeking:$10,000 in compensation for diminished value Repair or compensation for the infotainment issue A formal written response from dealership leadership This experience reflects a lack of transparency, inadequate post-sale support, and potential misrepresentation. I request the BBBs assistance in resolving this matter.

  Business Response

  Date: 05/08/2025

  Hello, please see response in the word document along with PDF copy of the 2-4-25 signed Carfax by Mr. ***** PDF copy of signed Used Car Rider from 2-4-25, and PDF copy of current Carfax from 5-8-25.

  Customer Answer

  Date: 05/09/2025

  Complaint: 23296762
  
  Thank you for your response. However, I must strongly refute your conclusions and how this issue has been characterized. Some of the information provided is factually false. I can show written proof with dealerships provided paper-work relating to services performed.
   
  Patrick sales team emphatically emphasized that the vehicle was accident-free,using that claim to justify a premium price, even after I showed comparably priced vehicles with similar features. Your sales person built the entire sale narrative around this claim. Now, Carfax shows the vehicle was in an accident on January 25, 2025, just weeks before the sale and before it even entered your inventory. Whether due to lack of due diligence or intentional omission, this constitutes a serious misrepresentation of the vehicles condition.
  As a direct result, Ive received trade-in offers just above $30,000, significantly below non-accident history ***s (avg $36K per comparable sample test) . Note the market for this *** is changing due to Tariff tail winds favoring the used ***s prices But since the *** sold to me has a listed accident history, my trade in offers are much lower than non-accident history cars per *** dealership feedback. This isnt speculative depreciation; its a real-world financial loss. If you really think *** is worth a lot more,then take it back, back your words with real material consequences not just made-up fluff.  
  Even more troubling is the state of the infotainment system.From day one, Bluetooth, Apple CarPlay, and USB audio have been unusable. The system connects to smartphones but fails in function, with audio cutting out every few seconds. This persisted through multiple Jaguar Land Rover software updates, with no improvement.
  This isnt a minor inconvenience. Its a serious usability failure. In todays vehicles, infotainment is no longer a luxury. Its an essential system for navigation, communication, and safety. The inability to get directions or take calls hands-free while driving compromises basic functionality and violates buyer expectations for a premium ***. Do you understand how serious the situation is? 
  To claim this is a third-party device issue is an evasion of responsibility,especially when your own service team acknowledged it as a known issue in certain Defender models. Selling a luxury *** with known system-level defects and no working solution, while failing to disclose this during the sale, is deeply deceptive, arguably outright fraudulent. It is a 6 year old ***, how likely it is taht JLR will solve the issue in some future software release? How do you know that it is a software issue? 
  Additional concerns:
  Brakes and rotors were not replaced as promised until I followed up. And then they were only replaced for the rear wheels, your facts are not correct, that is easily a verifiable lie. I dont think all rotors or brakes were replaced,only the rear ones. I had to drive over 250 miles multiple times to your dealership as I live far away.     
  Floor mats and luggage divider were shown at the time of sale but were missing at delivery. A tote bag is not a replacement.
  The Used Vehicle Rider form does not absolve your responsibility to disclose recent and material damage that occurred days prior.
  I am seeking:
  $10,000 in compensation for the diminished value caused by the undisclosed accident and a non-functioning infotainment system that your own service team confirmed.
  Repair or refund for the non-functioning infotainment system
  A formal acknowledgment of misrepresentation by your dealership
  This situation reflects a clear breach of trust, poor post-sale support, and likely consumer fraud. I plan to escalate this to the ******************************************************* and Jaguar Land Rover ************* if a meaningful resolution is not reached.
  
  Response to Customer Complaint ******************** Case of Mr. **** submitted on 5/6/2025 with the ID ********.
  Jaguar Land Rover Naperville | Patrick Dealer Group
  ************************ you for bringing your concerns to our attention. We take all customer feedback seriously and have conducted a thorough internal review of your vehicle purchase, the documentation provided, and the subsequent service interactions.
  Regarding Vehicle History / Damage Disclosure:
  The 2020 Land Rover Defender you purchased on February 4, 2025, was traded in and added to our inventory on February 1, 2025. On the date of your purchase, a Carfax Vehicle History Report dated 02/04/2025 at 6:48 PM (EST) was presented,showing no accident or damage history at that time. This report was initialed and signed by you on each page, acknowledging the information available to both parties at the time of sale.
  On May 8, 2025, a subsequent Carfax report now indicates Minor Damagereported on January 25, 2025. According to Carfax, "minor damage"typically refers to cosmetic issues (e.g., small dents or scratches) that do not impact the safety or operation of the vehicle. This update was not available to our dealership or visible on the Carfax at the time of sale, and therefore, could not have been disclosed during your purchase.
  Additionally, at the time of sale, you also signed a Used Vehicle Rider which states in part:
  Any used vehicle may have had paint/body work done and may have been involved in an accident. I/we were given the right to have an independent mechanic of my/our choice, at my/our cost, inspect the vehicle.
  Regarding the Infotainment System:
  We understand your frustration with the infotainment system, specifically Apple CarPlay and Bluetooth connectivity. As explained by our Service Manager during your visit, this is a known issue that can occur when Apple or Android operating systems are updated, occasionally creating compatibility disruptions with certain vehicle systems. Jaguar Land Rover (JLR) has advised that in such cases, the device supplier (***** or ******) should be contacted for support as these issues are often not vehicle-specific, but device- or software-dependent.
  The infotainment system does power on and operate, though intermittent issues tied to device updates can cause temporary disruptions. We continue to monitor Land Rover technical updates and will be happy to implement any future software updates provided by the manufacturer as they become available.
  Regarding Vehicle Value:
  Your claim of a $10,000 reduction in value is not supported by current market data. As of May 8, 2025, the Carfax report places the retail value of your vehicle at $40,290$3,678 more than your original purchase price of $36,612.01.This reflects current market appreciation and does not support the claim of diminished value.
  Other Concerns:
  The front brake replacement was completed before delivery as promised, and once you raised the issue regarding the rotors, we promptly replaced them at no additional cost to you.
  While the original floor mats were not included at delivery, we did provide a branded Land Rover luggage tote as a goodwill gesture.
  In Summary:
  The vehicle was sold with a clean Carfax, and the subsequent minor damageentry appeared after your purchase.
  No misrepresentation occurred by our dealership regarding accident history.
  The infotainment concerns are related to device software compatibility, which is a known manufacturer-advised issue.
  The vehicle has appreciated in value, not depreciated, based on current Carfax retail estimates.
  
  We recognize that your experience did not meet your expectations, and we sincerely apologize for the frustration this has caused. Jaguar Land Rover Naperville remains committed to transparency and customer satisfaction, and were happy to assist with any future updates or service advisories related to your vehicles infotainment system.
  Please let us know if you would like to schedule a follow-up service appointment or need further assistance by calling ************.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 05/13/2025

  Please see attached 

  Customer Answer

  Date: 05/15/2025

  Thank you BBB for your continued engagement. However, Patrick Jaguar Land Rover of Napervilles response continues to minimize serious and unresolved issues that directly impact the safety, quality, and usability of this ***.
  
  Infotainment System A Critical, Non-Functional Feature
  The infotainment system in this *** is not just buggy, it is dangerously defective. I cannot take calls, stream music, use voice navigation, or reliably view maps. The system frequently disconnects from Apple CarPlay and Bluetooth, cutting off both audio and navigation mid-drive. USB wired connection offers similar broken unusable experience. (which was proposed as a workaround by the Service Manager)  
  On numerous occasions, the map screen has gone dark mid-route, forcing a reboot while Im driving. Ive missed exits, and the distraction caused by a non-operational infotainment system is more than frustrating, it poses a real safety risk.
  This is not a phone or compatibility issue. It has occurred across multiple devices and persisted through several Jaguar Land Rover software updates. Patricks own service manager, ******, admitted this is a known issue on certain Defender models, and yet it was never disclosed at the time of sale. How did this made it past their inspection test prior to sale?
  
  Vehicle Was Delivered Dirty and Unchecked
  Despite being told the *** had been detailed, it was delivered:
  With the previous owners personal belongings still inside, including rosary beads and their vehicle registration
  With visible debris, including French fries under the seats
  With a grimy steering wheel, the cloth I used to clean it turned completely brown
  I sent photos via txt immediately after taking possession of the *** to the salesperson, but received no response. This is unacceptable at any price point, especially from a luxury dealership.
  
  Inconsistent Promises and Lack of Clarity on Brake and Rotor Work
  The salesperson originally stated that both the brake pads and rotors would be replaced as part of their standard safety process, since the vehicle was below the threshold to be sold with worn brake components. However, a day before delivery, I was told only the rear brake pads were being replaced.
  I reminded them of their original commitment, and ***, the General Manager, told me to bring the vehicle back in. At that point, I was told the rear rotors had been replaced. *********************** paperwork I received makes no mention of front rotor or brake replacement
  No one in service verbally confirmed any work on the front brakes
  Frankly, I am left confused. I cannot determine what was actually done, and I no longer trust the dealerships service records. A neutral third-party inspection is the only way Id feel confident about the mechanical condition of this vehicle.
  
  Misrepresentation of Condition and Value
  Your sales team heavily emphasized the accident-free status to justify pricing this vehicle higher than other comparable. That narrative collapsed when a Carfax report later revealed an accident on January 25, 2025, just ten days before my purchase.
  Even if the Carfax hadnt updated by the time of sale, the accident had already occurred. A responsible dealership would have known, (was this *** even inspected?) or at the very least investigated, before marketing the vehicle as pristine.
  Since then, *** received trade-in offers just over $30,000, with dealers directly citing the Carfax damage. This contradicts your claim that the vehicle has appreciated in value.
  
  A Broken Luxury Experience
  As a busy professional, I purchased this *** in one (first) visit and paid in full, trusting the Jaguar Land Rover brand to deliver a worry-free, luxury experience.
  Instead, Ive had to:
  Chase down clarification on promised repairs
  Deal with a non-functional infotainment system
  Clean the vehicle myself after delivery
  Discover undisclosed prior accident damage
  Receive no meaningful communication despite submitting photo evidence and multiple follow-ups
  This is not the ownership experience expected from a premium brand and certainly not what Jaguar Land Rover advertises.
  
  Summary of Issues:
  Infotainment system is dangerously unusable, disrupting safety and usability
  Vehicle was not cleaned or inspected, despite being sold as detailed
  Previous owners personal items were still inside at delivery
  Brake and rotor work was inconsistently communicated and poorly documented
  The accident-free claim proved false
  No meaningful resolution has been offered
  
  I Am Reiterating My Expectations:
  $10,000 in compensation for diminished value and non-functional features
  Repair or refund for the defective infotainment system
  A formal acknowledgment of the dealerships failure to inspect and accurately represent this vehicle
  
  If not resolved, I will escalate this matter to:
  Jaguar Land Rover *************, including outreach to executive channels
  The ******************************************************** where I have already submitted a formal complaint
  Public review platforms, to share my experience transparently
  Local media outlets, to highlight what appears to be a pattern of negligent or deceptive practices at Patrick Jaguar Land Rover Naperville
  
  This has gone far beyond a customer service issue. This is now about safety, trust, and the accountability expected from a luxury automotive brand.

• Initial Complaint

  Date:08/12/2024

  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 brought my 2016 Rang Rover Sport into Landrover Naperville to get serviced on March 6, 2024. During the walk through expectation, A service technician exclaimed that I needed to get my coolant outlet pipes replaced while inspecting my engine . So I went ahead with the repairs as recommended by the dealer service department. Within Three months after the repairs the vehicle overheated and the engine needs to be replaced.

  Business Response

  Date: 08/17/2024

  We understand your frustration regarding the necessary repairs for your Range Rover Sport. The Land Rover Naperville service team followed the appropriate procedures throughout the repair process. The attached repair orders detail the completed work, as well as the repairs that were recommended and declined on February 9, 2024; the repairs completed with parts provided by you on February 28, 2024; and the situation on May 10, 2024, when the vehicle was towed in, and additional diagnostics were declined. This was the last time your vehicle was serviced at our facility.

  Please refer to the timeline below and the attached repair orders for a detailed account:
  * October 1, 2022 (RO#******, ****** miles): *********** change and multi-point inspection were performed with no issues noted. See attached repair order (3 pages).
  * February 9, 2024 (RO#******, ****** miles): ****** change, front tow hook cover refit, and multi-point inspection were completed. All recommended services, including diagnostics for a check engine light and replacement of leaking coolant outlet pipes, were declined. See attached repair order (3 pages).
  * February 28, 2024 (RO#******, ****** miles): The coolant outlet pipes, previously recommended for replacement, were installed using parts provided by you. See attached repair order (3 pages).
  * May 10, 2024 (RO#******, ******* miles): The vehicle was towed in with no power. Our technician diagnosed a failed battery and noted possible alternator issues due to oil contamination from a leaking timing cover. Further diagnostic tests revealed multiple engine-related faults, but additional diagnostics were declined, preventing a full assessment of the vehicle's condition. See attached repair order (3 pages).
  

  If you would like the Land Rover Naperville service team to further diagnose and repair your vehicle, please contact us at ************.

  
  

  Customer Answer

  Date: 08/23/2024

   
  Complaint: 22130956
  
  I am rejecting this response because:
  Landrover Naperville serviced my Range Rover,  fixed my coolant pipes and within 90 days my engine overheated and blew. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 09/03/2024

  *********************/Claims Specialist II/General ************************ from Zurich Insurance Companys called you and left a voicemail. He also sent a certified letter regarding your complaint. Please contact him directly at ************.  Please see attached. 

  Customer Answer

  Date: 09/19/2024

  Complaint: 22130956
  
  I am rejecting this response because: No one has reached back out to me!
  
  Sincerely,
  
  *************************;

  Business Response

  Date: 09/19/2024

  On 9-3-24 we explained that *********************/Claims Specialist II/General ************************ from Zurich Insurance Companys sent a certified letter regarding your complaint. Attached is a copy of the letter he sent and a copy of the delivery showing your signature.
  *********************/Claims Specialist II/General ************************ from Zurich Insurance Companys stated called you and left a voicemail and asked you to call him at ************.
  
  

• Initial Complaint

  Date:07/18/2024

  Type:Sales and Advertising 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 recently found out that Patrick Land Rover of Naperville sold us a vehicle back in approx. 2015 that is listed with severe damage, that was never disclosed to us. I tracked it down and was told that the Patrick dealership was FULLY aware of the condition of the car. We only found out about the damage just recently, as it JUST appeared on the *** number when we renewed our insurance. It is a 2012 Land Rover. I have tried to contact the Patrick dealership SEVERAL TIMES, to no avail.

  Business Response

  Date: 07/25/2024

  Hello ********,

  
  Our dealer management system cannot review sold vehicle records from 7 years ago. However, we found your information in our CRM, indicating a 2012 Land Rover Range Rover with VIN#*****************. Using this VIN, we retrieved a Carfax history report. The report shows minor damage documented on 11-10-15, prior to Land Rover Naperville's purchase. The vehicle was later offered for sale as a Land Rover Certified Pre-Owned Vehicle on 3-25-16. Certified Pre-Owned (CPO) vehicles must pass a 165-point inspection, ensuring they are in good condition for their age and free from significant mechanical or cosmetic issues. Please see the attached Carfax history report for more details.
  

  While we cannot provide additional proof that Land Rover Naperville handled the situation correctly, we are willing to offer you a fair market value for your 12-year-old Range Rover by appraising it at full value as a clean, undamaged Carfax vehicle if you are considering trading it in.
  

  Please contact ***********************/General Manager for Jaguar Land Rover Naperville directly at **************************************** or calling ************.

  Customer Answer

  Date: 07/30/2024

   
  Complaint: 22010259
  
  I am rejecting this response because:

  I have attached the Autocheck findings. Patrick dealership purchased the vehicle knowing it was up for auction with structural damage. Thats a major issue that has cost us thousands in repairs over the years. Patrick dealship knew that they sold us a lemon. 
  if Patrick is willing to buy the car back for the retail price that it should sell for, I would consider accepting. I do not accept having to purchase another vehicle from them, as they are not trust worthy.

  
  Sincerely,
  
  ******************************* *****

  Business Response

  Date: 08/02/2024

  ***********************, the General Manager of Jaguar Land Rover Naperville, spoke with you on Thursday, August 1,2024. He explained that the Carfax History Report provided in our previous response contains no information about a salvaged title. *** also mentioned that he would conduct further research on your behalf to determine the source of the discrepancy.
  

  If you have further questions,please contact ***********************/General Manager for Jaguar Land Rover Naperville directly at **************************************** or calling ************.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22010259
  
  I am rejecting this response because:

  My issue is unresolved as of yet. I did speak with the General Manager, ***********************. *** has been sent the Auto Check report from ***************** underwriters and is looking into the matter. He is to get back to me within a few days on his findings. He did acknowledge the issue at hand.
  
  Sincerely,
  
  ******************************* *****

• Initial Complaint

  Date:04/19/2024

  Type:Sales and Advertising 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.

  Contacted dealership on 1/31/24 to inquire on 2022 ***** S90 they had advertised for sale. Spoke with ***********************, Salesperson, who did a virtual walk around of vehicle. Requested the dealership hold the vehicle for 3 days (offered deposit) as I live in ** and would have to drive my trade in - 2023 ***** XC60 Recharge - to dealership which is 6+ hours from my home. Dealership refused to hold the vehicle so I took the next day, Feb 1, 2024, off from work and drove my trade, along with 2 sets of keys, KY title, to the dealership. LONG wait for paperwork but purchased vehicle was given a 90 day temporary tag and drove vehicle home. Was sent home with an KY Out of State Inspection Form and told to get it completed and returned to dealership so their 3rd party company could process the title. I informed to dealership that I could not get that done without the IL title as I had purchased many vehicles out of state in the past but was told to try. Call Kenton County Sherriff the next day and inquired on the out of state inspection told I couldn't do that without the out of state title and the vehicle. Contact dealership and told them what I had been informed and they said they would check with 3rd party title company. Heard nothing for a while and recontacted to see what the issue was as I had still not received my title 2 months in. Told I had to sign another form - Application for KY title which they sent, I signed and returned. Still don't have titlework - temp tag is expiring and I won't be able to drive my vehicle. Contact lender - Land Rover Financial - who also is awaiting title. They verified that no title had even been issued as of 4/17/2024. Contact dealership several times and either received snarky responses or no response. Need my title and refund of $275 paid for 3rd party title vendor

  Business Response

  Date: 04/22/2024

  Land Rover Naperville would like to apologize for the inconvenience youve experienced with obtaining the documents needed to register your vehicle along with an apology for our team not providing you with updates.  

  
  We understand that you spoke with ***********************/General Sales Manager at Land Rover Naperville who explained that your DMV received the documents needed on 4-19-24 and that you will be planning to meet with them to complete the registration of your 2022 ***** S90.

  
  Although we do everything, to follow processes with out of state registrations, each states requirements can be extraordinarily cumbersome with required documentation that can lead to delays.

  
  We will be sending you a refund check of $275 and will be mailed to ************************************************************ and you should receive it within 10 days from 4-22-24.

  
  If you have any further problems,please feel free to reach out to ***********************/General Sales Manager **************************************** or by calling him directly at ************.

  
  

  Customer Answer

  Date: 04/23/2024

   
  Complaint: 21597318
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/28/2024

  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 purchased my car in February 2023 from Jaguar Naperville. My car was a Certified Pre-Owned (CPO) vehicle and was advertised with a 7-year, ******* mile warranty, which I later found out was false advertising - the warranty actually only lasted for 5 years. I started to notice a squeaking sound throughout the year. I took my car in for service to get an oil change and multipoint inspection in December 2023 at Jaguar ***********. I was told that I had an oil leak that appeared to have been there for a while and should have been taken care of considering it was a CPO. I was also told that one of my tires was extremely worn, which also should have been taken care of since it was a CPO. Jaguar *********** also found that the previous owner complained about the squeaking sound in October 2022, which clearly was not fixed. I reached out to Jaguar Naperville to ask about replacing my tire and they said no. In January, my coolant gauge was not moving so I needed to get a new thermostat. So in sum, I've had an oil leak, an extremely worn tire, a broken coolant gauge, and the squeaking all within less than a year of purchasing my car, which was a Certified Pre-Owned vehicle. The squeaking should have been taken care of prior to me purchasing the car since the previous owner complained about this in October 2022, as well as the tire since it was a CPO. I wouldn't expect a car that was a CPO to need a new thermostat this soon either. The oil leak also should have been fixed prior to Jaguar Naperville listing the car for sale. The Naperville Jaguar dealership did not advertise my car correctly, and they sold me a car that they knew had issues and were not fixed. Jaguar Naperville has not had my best interest in mind and I'm wondering what action I can take either against the dealership or the manufacturer.

  Business Response

  Date: 03/26/2024

  Our response posted 3-26-24
  Hello *****,

  
  We regret to learn about the issues you're encountering with your Certified Pre-Owned Jaguar, and we apologize for any confusion regarding the warranty coverage and vehicle inspection process. Allow us to clarify:
  For new Jaguar vehicles, the standard warranty coverage is 4 years or ****** miles, whichever comes first.As for Certified Pre-Owned (***) Jaguars, they come with a limited warranty that supplements the vehicle's original new car warranty. The *** warranty extends coverage for one year with unlimited miles, as outlined in the attached Land Rover Approved certified pre-owned delivery checklist signed on 2-11-23.

  
  Regarding your specific vehicle, the original in-service date or warranty start date for your 2018 Jaguar F-PACE with VIN#***************** was 2-28-19, providing original manufacturer coverage until 2-28-24 or up to ****** miles, whichever came first. You purchased the vehicle on 2-11-23 with ****** miles, leaving you with original coverage until 2-28-24 or ***** miles. ***** the expiration of the original coverage, the Jaguar Certified Pre-Owned warranty takes effect,offering an additional 1 year of coverage with unlimited miles, lasting until 2-28-25.

  
  A comprehensive 165-point inspection protocol is in effect to ensure meticulous adherence to vehicle maintenance standards. Employing cutting-edge technologies, tools, and diagnostic apparatus, Jaguar technicians meticulously execute these evaluations. Each examination encompasses scrutiny of paintwork, interior, thorough engine preparation, road testing, and culminates in a meticulous final inspection personally endorsed by a Jaguar Technician. To attain the prestigious designation of Jaguar Approved Certified Pre-Owned vehicle, all automobiles must successfully clear all 165 checkpoints.The exhaustive checklist, detailed on page 5, encompasses critical aspects such as tire condition, tire tread depths (5/32 or 4mm), and engine oil analysis.The evaluation conducted on 1-13-23, documented in repair order 157590,necessitated the replacement of rear brake pads and rotors, while confirming the completion of an oil and filter change alongside the satisfactory clearance of all other inspection items (refer to attached documentation). Additionally,this matter was previously communicated via email from ***********************, General Sales Manager at Jaguar Naperville, on January 27, 2024, at 12:18 pm.
  
  We are sorry to hear about the challenges you're facing. ***********************, General Sales Manager at Jaguar Naperville, would like to once again extend an offer to provide you with an above-market trade-in value for your vehicle if you're considering transitioning to a new or pre-owned vehicle at Jaguar of Naperville.

  If you have any further questions or would like to trade in your vehicle please contact ***********************, General Sales Manager at Jaguar Naperville directly at **************************************** or ************.We are committed to ensuring your satisfaction and providing any support needed with your Jaguar vehicle.
  

  Customer Answer

  Date: 03/27/2024

   
  Complaint: 21362431
  
  I am rejecting this response because: I would like to know the value of the above market trade-in value or what **************** that the business has in stock that I would be able to trade my vehicle in for and what the associated charge, if any, will be. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/29/2024

  Hello Diara,

  
  You purchased your 2018 Jaguar F-PACE on February 11, 2023,with ****** miles after it was endorsed by a Jaguar Certified Technician on 1-13-23 who conducted a comprehensive 165-point inspection that is a protocol in effect to ensure meticulous adherence to vehicle maintenance standards as noted in our previous response. The vehicle was in good working condition when you took delivery February 11, 2023.
  
  Please refer to the email response sent on Saturday January 27, 2024, from *********************** General Sales Manager at Jaguar Land Rover Naperville,that included a copy of the certified pre-owned inspection report and repair order #****** and stated Certified specifications on tires and brakes must be 5mm or higher for the vehicle to be certified. The tires passed at a thread depth of 7 and 5 and the brakes checked out at 5mm depth for the front and 4mm depth for the rear. Per the work order attached, the rear brake pads and rotors in the rear were replaced and the vehicle did pass the Certified pre-owned inspection process. At this time, I am only willing to give you an above market trade in value if you decide you would like to trade it in and purchase another new or pre-owned vehicle here at Jaguar Land Rover Naperville.

  
  Once again, we are sorry to hear about the challenges you're facing. ***********************, General Sales Manager at Jaguar Naperville, would like to once again extend an offer to provide you with an above-market trade-in value for your vehicle if you're considering transitioning to a new or pre-owned vehicle at Jaguar of Naperville.

  Customer Answer

  Date: 03/29/2024

   
  Complaint: 21362431
  
  I am rejecting this response because:

  The warranty information you provided was incorrect. This is the second time you've lied about the warranty information, and you failed to address that in your response. I want clear, accurate information regarding the warranty on the vehicle you sold me. You also failed to provide a value for the "above market trade-in" you're saying you will give me. I need a total dollar amount - saying it will be above market is extremely vague. Nor did you address the squeaking noise from my original complaint. I have the print out of the previous owner complaining about the squeaking noise in October 2022 that the Jaguar dealership in *********** provided me. To be clear, I'm looking for the following:

  1. Correct warranty information

  2. The total dollar amount for the "above market trade-in"

  3. A response regarding the squeaking noise from my vehicle
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair 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.

  I have been having issues with my brand new truck 2023 Range Rover evoque . It started in September got a message saying stop safely electrical fault detected I took it to the dealership immediately after and they had to keep my car for a few days and put a new generator in the car . A day later it got the same message and I texted my service advisor but got no response . I then ignored when it kept coming up and took back in to the dealership. They still had no idea why this was happening so they kept it over night to see if they seen it and they didnt so they gave it back to me and said they were ordering a part that could potentially help but it is on back order and dont have a eta when it will be coming in . So now i have a loaner and have to pay a car note on a car that i do not have.

  Business Response

  Date: 01/09/2024

  We regret the delay in obtaining the necessary parts to complete the repairs on your 2023 Evoque. As Land Rover Naperville, we've provided you with a service loaner for your convenience while awaiting the part, which is anticipated to arrive on February 12, ****, according to the manufacturer's estimated timeline.
  

  At Land Rover Naperville, we strictly adhere to Land Rover ***** repair procedures. Should there be further steps necessary, they must be initiated through Land Rover ***. Regarding your recent visit on 01/02/24 without an appointment, where you expressed safety concerns and mentioned a conversation with Land Rover *** about a potential buyback, we have reviewed the Land Rover *** portal but cannot locate an open customer case as depicted in the attached file. Any inquiries or actions regarding a refund should be directed to Land Rover *** at ************.

  Moreover, our team at Land Rover Naperville is more than willing to assist you in exploring alternative options, including trading in your vehicle for a more suitable choice. Should you wish to discuss these options, please feel free to contact ***********************,our General Sales Manager, at *********** or via email at ****************************************.

  Customer Answer

  Date: 01/09/2024

   
  Complaint: 21099170
  
  I am rejecting this response because: trading in my car is definitely not enough because its not worth anything because of all of the issues going on. I also did call corporate last month but they did not open a case . Did not know i needed a case to be open so my situation could be taken serious . I will call them again 
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 01/10/2024

  We apologize if there was a miss communication. It is our understanding that *************************/Jaguar Land Rover Naperville spoke with you on Tuesday January 9, ****, and let you know that we have spoken to our area Jaguar Land Rover *** Representative about a buyback on your vehicle and he opened a case with Land Rover *** on your behalf. If you have further questions, please contact **** directly by calling ************ or via email at ****************************************. 

  Customer Answer

  Date: 01/10/2024

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair 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.

  I initially visited range rover of Naperville May 2021 after purchasing a range rover Velar from another company. I spoke with *********************, he took a look at my car and filed a claim with the insurance company to fix my inside panels and do my brakes. The claim was approved back in 2021. For 2 years Ive been emailing and calling ****, most of the time with no response from him, asking about for updates, when was he going to do the work on my car. **** said due to Covid they couldnt get the parts but they will keep me updated. Fast forward to May 2023, *** reached to **** multiple times and either I dont get a response or he says that his part department is researching the claim. It doesnt take 2 years to get a panel for a door, nor a break job. This has been the most unprofessional person that I have ever worked with. He has done a horrible job of representing Jaguar Range Rover. Since he has done such a bad job I refuse to trust this company to do the basic maintenance on my car. I hope that this message gets to the right person so that they will see how he is representing Range Rover.

  Business Response

  Date: 09/14/2023

  Hello,
  We are reaching out to apologize for your unpleasant experience. It is disappointing to hear when we are striving to dedicate ourselves in making the service experience for every customer an enjoyable one.  We appreciate the feedback and weve made sure our service manager is aware of your experience if you didnt have a chance to talk with him during your visit. 
  
  Our business development team has been trying to reach you this week to schedule a service appointment and has been unable to reach you.Please contact them at ************ or feel free to contact ************************* Service Manager at ************ or *****************************************
  

  Customer Answer

  Date: 09/18/2023

   
  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.
  
  Sincerely,
  
  Africa *****

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair 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.

  I first brought my car to Jaguar because I had notice my car had a water leak, lots of water coming into my vehicle. I filed a claim with my insurance, brought the vehicle to jaguar of Naperville collision center, Im not sure why no one here would figure out why the water is entering the car, I sent videos and still was refused to solve problem. Here it is 6months later and still have the same problem, I have left several voicemails and emails to the service manager **** waited months for a response, finally was able to speak with **** after months fast forward to today I have an appointment scheduled for 12/27 at 5pm its currently 6pm no one has come to speak with me, welcome me, acknowledge me or my vehicle. I have never in my life experience such mistreatment in my life.

  Business Response

  Date: 12/28/2022

  We apologize for the issues you are having and our team at Jaguar Land Rover Naperville.
  

  Your vehicle was towed to Jaguar Land Rover of Naperville in June by ***** of Naperville for a list of complaints. At that time, we replaced the shifter, and you declined all other repairs including diagnosing this water leak concern. Your insurance company also came out.

  Upon return we tried to replicate the leak by running the vehicle through the wash bad but we were unable to duplicate the concern. We also checked the sunroof drains to make sure they were clear, and they were. **** explained that the next time it is leaking to stop by with the vehicle so we can try to find where the water is coming from.
  

  After receiving a video, you sent, **** said to make an appointment when the shop ******* is here so he can look at it. Our records indicate that we tried calling 12/12/22, 12/14/22, and 12/22/22.
  

  Due to the Christmas holiday, we were closed Saturday 12-24-22, Sunday 12-25-22 and Monday 12-26-22.
  

  On 12-27-22 when we did talk with you, we were unable to schedule your requested appointment for 12-27-22 at 5pm.
  

  Your vehicle is in the shop currently and the service team dropped the front of the headliner, took it to a car wash, took it to the wash bay, removed the sunroof glass, checked the ***********. and were finally able to duplicate the leak and believe it is the sunroof seal. The parts are on order. 
  

  **** explained that he has spoken to you and will contact you once the repair is complete. 
  

  If you need anything in the meantime, please also feel free to contact Jaguar Land Rover General Manager *********************** at ************ if you are unable to get in touch with **** should you need anything future.
  

  
  

  Customer Answer

  Date: 01/02/2023

   
  Complaint: 18647010
  
  I am rejecting this response because: because its some dishonest statements made here. I did get my problem resolved by **** he has been great. I did make my appointment on time on 12/27 at 5pm which that day I left my car. **** has reached out to me and got everything worked out so I would like to thank him so much. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 01/06/2023

  If you have further concerns regarding the information please discuss this with **** who is you point of contact.

  Customer Answer

  Date: 01/10/2023

   
  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.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/18/2022

  Type:Service or Repair 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.

  On Dec 23rd. I purchased a brand new Range Rover HSE 2017 for $106,000+ and purchased along with the car an extended full coverage warrantee for $4,906.00. I have the bill of sale clearly showing the charge for the extended warrantee that I purchased back 5 -6 years ago. Many times through the years I owned the car which I still do had to make some minor repairs and when I spoke to their service department the respond was that I dint have coverage and specially after Dec 2020 when the manufacturer warrantee expired and the extended warrantee should kick it to extent it until Dec 23rd 2022 or ******* miles but they continue to deny my coverage when that I had paid for it and their excuse is that they dont keep record after 5 years of sales . Calle manny times and went in person and still the same answer and many times they keep Me on hold for hours and then ***** transfer me to voice mail and sure I leave a message to the finance managers and still nothing .Couple Month ago after I called their service department and they denied me having coverage to fix the electric window opener and the park sensors and some other issues that shouldve been covered based on what I was told by the Land Rover service technician but that is if I had coverage for an extended warrantee which I do have and they got paid for it but never covered me for it . Paid for these services of over 5-7k through these couple years just because they keep denying or admitting the coverage and now i have some issues and still they dont send me any info regarding the policy number or agreement so I can take it and get it fixed by a different Land Rover dealer location that I hope getting better service because I dont trust these people In Naperville . How can someone sell you a coverage and get paid for it and refuse to cover you? That is criminal and fraud

  Business Response

  Date: 11/21/2022

  On behalf of Jaguar Land Rover of Naperville, we would like to apologize that your experiencing issues with your Land Rover. We can certainly appreciate your frustration.
  

  Jaguar Land Rover of Naperville records do indicate that you purchased extended coverage on 12-23-16 for your Land Rover with expiration date 12-23-22 or ******* miles whichever occurs first.
  

  Our service team is unable to locate current repairs completed on your Land Rover with our records indicating the last repair order we performed was from December 2017.
  

  If you would like to speak with a member of the service or sales team at Jaguar Land Rover of Naperville,please contact *************************/Service Manager or ***********************/General Sales manager at ************.
  

  Customer Answer

  Date: 11/21/2022

   
  Complaint: 18438436
  
  I am rejecting this response because until now I havent received the details of my coverage or the policy number or any details that confirms the coverage other than what I have on the bill of sale. The reason why you dont show record of arrive is because I always took the car to Hinsdale Land Rover and when we tried contacting you to get the coverage info we where told that you dont have any records in the system showing any coverage. So all the recommended services for this vehicle was performed in time and at Hinsdale land rover including the repairs that I had to pay out of pocket for due to the vehicle not having any extended warrantee beyond the 2020 Manufacturer original 4 years ****** miles .

  to resolve this matter I would need a copy of the coverages I have along with the agreement or policy number so I can give it to the Other dealer so I can get reimbursed for these coverage so paid out of pocket for and do any repairs needed that are still covered prior to the expiration date of the extended warranty !

  
  Sincerely,
  
  ***************

  Business Response

  Date: 11/22/2022

  Hello ************,
  

  Attached is a copy of your coverage with Land Rover.
  

  We understand you spoke with *****************************/Business Manager at Jaguar Land Rover of Naperville who will also be emailing you a copy as well.
  

  If there is anything further we can do please feel free to contact ****, *************************/Service Manager or ***********************/General Sales manager at ************.
  

  Customer Answer

  Date: 11/23/2022

   
  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.
  
  Sincerely,
  
  ***************

• Initial Complaint

  Date:11/17/2022

  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.

  on 4/8/21 Land Rover removed and replaced the ace bar hose on my 2014 supercharged sport and it was not installed properly. I purchased this vehicle on 5/6/21. I heard noises whenever I made a right turn in the vehicle. I took the vehicle back several times to land rover to check the problem. They gave me 3 different diagnoses for the truck. The last diagnosis they stated was the rear diff motor and they want $2,600 to repair it. Insurance does not cover this mechanical issue. I took the truck back to the dealer I purchased it from and they stated it was the ace bar that is causing the noise and that the hose land rover replaced leaked fluid which caused the bar to shift and now it needs to be replaced. Land rover is refusing to replace/repair their mistake leaving me with a bill to repair this vehicle.

  Business Response

  Date: 11/18/2022

  On behalf of Jaguar Land Rover of Naperville, we would like to apologize that your experiencing issues with your Land Rover. We can certainly appreciate your frustration.
  

  The issues explained in the complaint are unrelated to the repairs we did on the vehicle prior to your purchase as we repaired a leaking active sway bar hydraulic line which were covered by a manufacturers parts warranty of 12 month/unlimited miles, whichever occurs first, however that is now expired since it has been 20 months since the repair was performed.

  In addition, our service team is unable to locate current repairs completed on your Land Rover with our records indicating the last repair order we performed was from 2021.
  

  If would like the service team at Land Rover of Naperville to inspect your vehicle for repairs needed, please feel free to contact our service department by calling ************.