ComplaintsforLand Rover Naperville

• Initial Complaint

  04/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  04/23/2024

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

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  09/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  12/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/06/2023

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

  Customer response

  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

  11/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  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

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 ************.

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing this complaint after I exhausted every way to settle with jaguar and / or dealers! It is about frustration and extreme disappointment with my 2019 electric Jaguar I-pace first edition (VIN # *****************)! I bought the car in May of 2019 and since then have driven it less than ****** miles. ******************* April of this year, the car has consistently had problems! A few months ago, it started turning off suddenly!! Yes, suddenly even while driving! This was very alarming. I took it to the dealer in ********** where it stayed for almost a month to be fixed! Then towards the end of August, it started running out of charge / not charging after driving a few miles with a dashboard warning to "stop immediately". I again shipped it to the dealer in ********** where it has been there since then (over 3 months now!) Three months at the dealership for a 3-year-old car with less than ****** miles!! In the meantime, I had to find alternatives to drive to work! Rude, dismissive and indifferent response from Jaguar and dealer with apparent inability to identify and fix problems definitely! If this is an isolated incident and this car is an outlier,then it should be replaced. But I suspect this is a bigger problem and a class problem! I am not sure if I feel safe driving such a car

  Business response

  11/10/2022

  We are reaching out to apologize for the issues you are having with your Jaguar I-PACE.
  

  We do have a text recorded with you on 10-17-22 that the car was at a dealership in ********** for over ******************************************* possibly purchasing your I-PACE but unfortunately no further communication on how Jaguar of Naperville can help.
  

  If you would like assistance, please contact our General Manager *********************** directly at ************ or by email at **************************************** and he would be happy to see how we can assist.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On July 19, 2022 I finalized paperwork for a 2019 RangeRover Sport. I paid ********* for the vehicle.I have made numerous calls to the dealership to speak to finance manager and my salesman ********************************* only to fall on deaf ears- the sale is complete and my concerns have not been addressed I was promised a 2nd key which is still missing and stated it was going to be ordered? Still don't have update Something is stuck inside usb port which I informed finance manager on pickup Trunk button does not work on back of vehicle Product specialist was suppose to come to my house and that didn't happen and this was promised to me and salesman *************************** called and stated he would come to my home and didn't- the vehicle is like a real expensive computer and is very delicate me and my family have not been able to enjoy the Vehicle due to this issue and dealership seems to be so busy and unconcerned with this very serious issue. ********************************* contacted me to acknowledge my concerns has not called back and now I am in limbo this is very very sad- this dealership seem to only be concerned with the sale of the vehicle and not customers legitimate concern/complaint this is why I have filed a complaint with better business bureau. **************** is something they made feel as thought they cared about before I signed on the dotted line to finance this vehicle. All I am asking is for this issue to be corrected this is poor business practices. I won't be looking for another vehicle from Patrick Cars in the future I have received better service from ***** Dealership and there cars are less than half the price of this Ranger Rover. I am highly disappointed in the interaction that I have had and how when I call the dealership they always put you on hold and call me back 2 days later. I work really hard for my finances and Patrick Cars has shown me that they dont have any concerns for the average working customer and don't care about a return customer.

  Business response

  08/12/2022

  Hello,
  

  It appears that weve made several attempts to contact you through phone and text and apologize if weve not been able to get a hold of you to provide you with answers to your concerns (your voicemail was full, and we were unable to leave a message).
  

  We understand another attempt was made on august 11, 2022 and we are picking up your car to do repairs and leaving you with a service loaner in the meantime. Upon return one of our product specialists will be going over the features of your vehicle.
  

  We apologize for the communication gap.
  

  If you have any further concerns or questions, please feel free to contact the store manager *********************** at ************ or ****************************************.
  

  Customer response

  08/21/2022

   
  Complaint: 17702033
  
  I am rejecting this response because: My issue had not been fully resolved with Product Specialist and now the subscription which was not fully explained on August 20, 2022. 
  
  Sincerely,
  
  Laprecca Cokes

  Business response

  08/25/2022

  Hello,

  
  Per our General Sales Manager ***********************, we agreed to pay $120 for the renewal of the InControl App that expires in November as a onetime courtesy.
  

  Should you have any further concerns or questions please feel free to contact *** directly at *********** or by email at ****************************************.
  

• Initial Complaint

  07/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On nov 16 2021 I purchase a 2017 infinity qx60 from jaguar of Naperville. I put down 2000,00 on this vehicle. On July 20th while I was driving the car started to jerk like it was hesitating to go. It then drop from 35 to 20 miles then to 5 miles in the middle of traffic. While this was going on I called the dealership to address my concern long story short I had to bring it in to them. They wouldve supply a tow and at the time I didnt have road side assist. The truck arrive the 23rd I waited the weekend then Monday they told me they lost the keys. Tuesday the 26th I had to call them to see if they found my keys at that time they didnt. Eventually they found the keys. Then I get a call saying that they dont have the equipment to even look at this type of vehicle and I would have to get it tow somewhere else. They recommend ******************* the infinity dealership right across the street and told me I need to get a tow truck to tow it across the street at my expense again. I than ask well if you dont have the equipment to look to see what the issue is how was you able to sale a vehicle without doing proper inspection if you dont have the equipment? The guy said he dont have an answer for me and the company probably was trying to get a quick sale. I feel now I am stuck with a 700 car note and a out of commission vehicle so they could just get a sale and now Im out of luck. Now I have no car to move around and they didnt even offer a loaner car they told me I would have to once again go through enterprise to get a car until mines was fix. Basically out of my pocket again. Now that they are not doing anything for my truck I have to find other means of transportation. I feel that I got sold a lemon and if they didnt have the equipment to look at the car before they sold it they shouldve sold it at all.

  Business response

  07/27/2022

  Hello,

  
  We appreciate the concerns you have regarding your vehicle and apologize that our Jaguar and Land Rover service team wasnt able to help complete service your Infiniti.
  

  With it being 8 months after purchase, once the vehicle is repaired, we can work with you on trading it and possibly getting you into something newer.
  

  Below and attached include information regarding your purchase.

  
  * Our records indicate the purchase on November 15, 2021, of a 2017 Infiniti QX60 with ****** miles.
  * Signed Clean Carfax Report (attached)
  * Signed Buyers Guide (attached) show that this vehicle came with an Implied Warranty Only
  * Singed Used Vehicle *********************** Implied Warranty of Merchantability for ********************** (attached) that was valid for 15 days or 500 miles after delivery.
  * Reminder, we have a signed contract for the purchase of Powertrain Extended Warranty for 48 months/50,000 miles. ******* knowing what current issues on your vehicle this maybe something to pass along to the current repair facility.
  

  Please feel free to contact one of our store managers at ************ if you would like to discuss your options.

  Customer response

  07/29/2022

   
  Complaint: 17626363
  
  I am rejecting this response because: Im going to have to come out of pocket to put down on another car. I dont see how that is fair for me to have to do that. A even trade or something that doesnt require me to come out of pocket like Im already doing is fair. Me giving you all another quick sale doesnt seem fair to me. Giving me a newer car and higher car note doesnt seem fair to me at all. Im still loosing. Im already paying close to 700 ************* on a truck I only had for like 8 months then you want to upgrade me into another one of your cars/trucks that I cant afford or qualify for then Im just stuck with a high car note. Im really trying to settle this but Im not seeing how this benefits me. Im definitely interested in hearing the correct way because this sounds like a disaster to me

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

  Business response

  08/03/2022

  Hello,
  

  For us to provide some options we do need to see the vehicle to assess current value and condition for trade-in along with understanding your current loan parameters and balance.
  

  Once again with it being 8 months after purchase, once the vehicle is repaired, we can work with you on trading it and possibly getting you into something newer.
  

  Please contact one of our store managers at ************ if you would like to discuss your options.

  Customer response

  08/08/2022

   
  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,
  
  ***********************

*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. ↩