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:06/25/2025

  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 purchased a used **** from this dealership over 60 days ago. At the time of purchase, I was told that my existing tags would be transferred to the new vehicle. Instead, the dealership ordered new tags without informing me. I was also told I would receive an updated registration, but to this day, I have not received the physical document only a photo.Despite repeated follow-ups, the dealership has failed to provide the required registration paperwork. It should not be my responsibility to chase down the *** or track the status of my own registration due to their lack of follow-through. This delay has caused unnecessary inconvenience and is unacceptable, especially given that it is a basic part of the vehicle purchasing process.I am requesting immediate action to resolve this matter and ensure I receive my proper registration documentation without further delay.

  Business Response

  Date: 06/28/2025

  Mr. Azam was initially issued new MD plates, attachment 1. His new plates arrived at our location on 5/6/2025

  We contacted him for pick up, when he arrived he was surprised to see new tags and stated he had requested a transfer.

  We put in for the transfer with MVA and finalized the transaction on 6/10/2025- his sales person had been in touch with him and texted him a copy of the transfer registration.

  Final transfer registrations are sent to customers directly by the Department of Motor Vehicles.

  This was communicated to Mr. ************** had not received this in the mail by 6/24/2025 and emailed the store for a remedy.

  We pulled the copy of his transfer registration electronically and *****e'd it to him, and sent him a copy of the ***** label ( Attachment 3)

  We spoke to him last night, since he had not yet received the ***** envelope, then we called *****.

  ***** reported a problem with his delivery address, we verified it with the customer and called ***** back.

  Please let me know if you need additional documentation or copies of communication between our business and the customer.

   

   

   

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The sales people business practices were uncommon. The paperwork signed via DocuSign was never emailed to us for our records They said he’ll be emailed. They’re not answering phone calls blowing us off after five minutes of driving the car the rear spoiler falls off the car. I called them and they said they will handle it and they haven’t been handling it. They been blowing us off not sending any emails seems whole staff ordered to blowing us off and not taking care of the issue, Now the manager is on vacation . We need this resolved expeditiously for the time and money invested. You figured luxury car business would be more professional and they’re not trying to send any emails or document that they’re not doing their job. Just want to blow it off and I say will handle it and take care of it. It’s been almost a month now and don’t to wait till it’s too late to say anything.The vehicles resale value will not be the same if it’s not in the right condition. If damage to the vehicle is not being taken care of if you decide to sell the vehicle in the future so if you’re not able to fix this would cheat us of full cost. Let’s be clear these are investment, vehicle sports cars luxury cars have resale value, more than standard vehicles when they’re more exclusive as this one is.They’re trying to tell me when he did answer the phone that this would fall under the lemon law, basically telling me in certain words. Yes, we can screw you and you can do nothing about it But if you have parts falling off a so called brand new vehicle and it falls off within two minutes of driving off the lot it’s a lemon to me. They need to fix it or return our money in full so we can take our businesses to a more professional establishment can you please help us and getting the salt in a timely matter. I wanna make sure we’re accountable for the actions and follow what they say.
  Thank you

  Business Response

  Date: 11/04/2023

  Thank you for your inquiry. The deal paperwork was provided via email at the time of sale, the email registered as "received" in our system. We'd be happy to provide print copies with a confirmed mailing address. 

  We acknowledge the clients concern that a small piece of trim fell off of the vehicle shortly after purchase. Whereas we are highly sympathetic to the situation, especially considering this is a brand new vehicle, this particular component serves no functional purpose and is inconsequential to the operation of the vehicle. This vehicle is fully covered by the manufacturers warranty and any and all concerns will be fully rectified at no cost to the client per the warranty provision.

  We do appreciate the client's patience while awaiting the replacement part to arrive which was on backorder through Jaguar in the UK; however, as of 11/3/23 the part has now arrived and is ready to be installed at the client's convenience which will fully restore the vehicle to it's original condition. 

   

   

• Initial Complaint

  Date:09/06/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  6-17-23, purchased a 23 fpace truck from this dealership, first off they kept running my credit I received a letter from Bank of Amerca saying they were funding me but the dealership did not want to accept the terms, I guess they wanted all the money they could get from ne because in the end I ended up funding 106,000 for this vehicle and thus is with my tradeinof my lease that I owed 44,000 on that wasnt due to be traded until Feb 24. They still owe me outlets to be put in the back, but the main issue is they have failed to register my Military plates in a timely manner. The registration is now expired, they gave me a notarized letter to drive on, the original issue was i put insurance on 1 vehicle and took it off the other at the same time this caused a glitch at MVA, this got taken care of as soon as it was noted to be an issue. Fast forward I realized August we had not received our registration yet so I went on MVA and did not see my Ilitary plates under my name I called MVA they said they had not received any paperwork transferring the plates and the plates were still attached to the othrr vehicle and all the dealership had to do was call them to get them transferred. So I called the dealership because I have bern told by the sakesperson it was my fkag that was the issue according to tge titling clerk ...etc and I told him it was not and i need to talk with her ss i keep being told by mr ***** and mr ******* that the clerk will never answe her phone i had called the GM as well no reply back n he still has not called us even after we spoke with the clerk n got things cleared. This past weekend we received a sticker n reg which is incorrect n a refund thats not tge correct smount as we do not pay for reg n we have perm mil tags so it shoukd have been a full refund of my payment so i have no tags or my money right now and we are 3 mths in and everybody has gotten paid. no one wants to help us we called and asked mr ***** who her boss was he ssid he didnt know.

  Customer Answer

  Date: 10/01/2023

  I was able to correspond with the MVA on the tag issue, as well as the title clerk from the dealership.  The GM still never reached out irregardless just to ensure everything was now free and clear, which speaks greatly about his character and business etiquette.   Most likely I will I'll only go here for up keep , and to get my IOU completed  I will never direct a customer to this place otherwise.   

• Initial Complaint

  Date:07/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a brand-new 2023 Range Rover from Jaguar Land Rover of West Columbia on January 31, 2023. A week or so after purchase and with moderate use of the vehicle, we started noticing that the back-up and other camera features of vehicle would occasionally give us a "Cameras Unavailable" fault. The fault message frequency gradually increased to the point where the cameras and lane-sensing feature would work less than 50% of the time. We took it in for repair in March but the fault returned shortly after the repair attempt. At the end of April, we took the vehicle back again to fix the same camera issue and was told that a full factory reset was performed. A day or two after this second service appointment, the Cameras Unavailable fault returned again. We contacted the dealership and was told that a part would need to be replaced in order for this issue to be fixed, but they had no ETA on when the part will arrive. We are now two months past our last service appointment, still having the same issue and still being told nothing could be done until the part arrived. We do not believe asking us to continue waiting an undetermined amount of time is a good faith attempt at resolving a warranty issue that has severely impacted the driveability, market value and safety of the vehicle we purchased brand-new less than six months ago.

  Business Response

  Date: 07/24/2023

  On behalf of Land Rover of West Columbia, I apologize to Mr.
  and Mrs. ******* for their frustration and inconvenience. The statement of
  facts as they have described it appears accurate; however, unfortunately there
  is nothing further that our organization can do at this time to rectify the
  situation. The part that is required to repair their vehicle is currently on
  backorder with no e.t.a as Land Rover is apparently awaiting resupply from
  their vendor. We have escalated the order to the highest level possible and
  have notified our local factory agents of the concern as well. We will notify
  the Simpson’s the moment any tracking information is received and the timeline
  of completing the repairs is known. We thank you for your patience. 

• Initial Complaint

  Date:02/06/2023

  Type:Customer Service 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 traded in my 2020 Land Rover on 1/10/23 to Land Rover of West Columbia and purchased a new 2023 Land Rover Range. I received a call on 1/27/23 from Joe P******, from the finance department stating they had paid off the wrong truck to Chase and that the check they wrote was short by over $10k and that I needed to bring them a check for the difference or re-negotiate my contract and add the $10K. I stated that I would not do either and that they made the mistake and they needed to fix the problem or give me back the my 2020 Land Rover that I traded in. I received a second call from Joe and Chad this time telling me that now I need to bring them $5K and not $10K this time. I stated I would not bring them any money and to give me back my 2020 Land Rover. Chad stated that they could not give me back my 2020 because it has been sold to a couple not in the area and preceded to harass me about bringing them the money . The conversation did not end well needless to say. So today it's 2/3/23 and Jaguar Land Rover of West Columbia has not sent the payoff to Chase and today a payment is due on a vehicle that I do not own but is showing up on my account and will effect my credit scores if not paid in a timely manner. I called Chase and they stated it is the responsibility of the dealership to make the payoff payment and because it's a lease account they can not put any notes in the system stating that I do not own the vehicle. I have worked very hard to keep an 870+ credit score and I do not appreciate this dealership and their mistake to effect my ability to lease or buy in the future. I believe several mistakes were made on the part of this dealership since no one bothered to verify the VIN of the truck that was traded in before a pay off was made. I want them to go ahead and send the check to Chase and pay off the 2020 truck so my account can close in good standings and to not tarnish my name and credit with this bank.
  
  Respectfully ,
  ******** ******

  Business Response

  Date: 02/14/2023

  Payoff check was cashed on 2/8.

  Customer Answer

  Date: 02/15/2023

  
  
  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,
  
  
  
  ******** ******