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:05/08/2025

  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.

  I've been dealing with Jaguar Land Rover Tulsa dealership since the start of February and have had many issues with them. We brought the car in at the beginning of February because there was a water leak in the roof of the car. We also went ahead and had basic routine services done. They found that the water leak was at the top of the windshield not being sealed at the top. For the windshield they gave us a 50/50 chance that the windshield would crack, or be properly sealed if they attempted to lift and reseal it. We gave them the go ahead for the windshield to be resealed, then a few days later they messaged us saying that they had good and bad news. Good news the windshield did not crack, bad new that the windshield did not reseal. They said that our only option was to purchase a new windshield, only to find out that the reason the windshield did not seal properly was because the work had been done is cooler temperatures and the sealant only seals in above 45 degree temperatures, it had been in the 20s-30s the week that they had attempted the repair. They ended up covering the costs of the service, but we were left with the cost of a new windshield which could've been avoided if they did the work properly. After talking to them, they said that their team had done this many times in the past and they have complete support in their decision. Which makes me question how many other cars have had negligent work done. Since we have had a large amount of dealership caused issues with the car, but they haven't taken any responsibility for the issues.The issue now isI have been having is they returned my car with a coolant leak, and they are refusing to cover the costs of repairing it, even going as far are messaging me the, "even if the issue had started while the vehicle was here, we still would not be able to cover the costs of the repair.". They have taken little to no accountability, and the work they seem to have done on the car is negligent.

  Business Response

  Date: 05/14/2025

  5/14/2025          
  BBB Tulsa
  ****************
  Tulsa, OK 74145
  
  Re: Complaint #********
  
  To Whom It May Concern:
  
  Thank you for the opportunity to respond to this complaint. We take all concerns seriously and are committed to addressing them fully. To do so, we will break down the various statements made and respond to each individually. We would like to clarify that the repair order was written for ***** ******, while the complainant is ******** ***. This year was the first time we had serviced this vehicle and the first time we had worked with either *** ****** or *** ***.
  
  Client Statement:
  I've been dealing with Jaguar Land Rover Tulsa dealership since the start of February and have had many issues with them. We brought the car in at the beginning of February because there was a water leak in the roof of the car. We also went ahead and had basic routine services done. They found that the water leak was at the top of the windshield not being sealed at the top. For the windshield they gave us a 50/50 chance that the windshield would crack, or be properly sealed if they attempted to lift and reseal it. We gave them the go ahead for the windshield to be resealed, then a few days later they messaged us saying that they had good and bad news. Good news the windshield did not crack, bad news that the windshield did not reseal. They said that our only option was to purchase a new windshield, only to find out that the reason the windshield did not seal properly was because the work had been done is cooler temperatures and the sealant only seals in above 45 degree temperatures, it had been in the 20s-30s the week that they had attempted the repair. They ended up covering the costs of the service, but we were left with the cost of a new windshield which could've been avoided if they did the work properly. After talking to them,they said that their team had done this many times in the past and they have complete support in their decision.

  
  Response:
  The client brought the vehicle to us on February 6, 2025, with ****** miles. We completed multiple repairs, and the vehicle was picked up on February 27, 2025, with ****** miles. The 23 additional miles were due to multiple quality control test drives to ensure all repairs were completed properly.
  The clients description is partially accurate. We clearly informed them that re-sealing a windshield carries only a partial success rate, and we did not charge for this attempted repair. What the client may not realize is that we contract with a professional windshield installation company for this type of work. This third-party vendor specializes in windshield repairs and replacements and maintains a 5.0-star rating on ****** with over 250 reviews. They would not have attempted the reseal if they believed it was guaranteed to fail. The vehicle was kept inside our facility throughout the attempt. However, as discussed with the client,resealing is not always successful. The statement regarding sealant temperature was noted by the service advisor as a possible contributing factorit was not presented as a definitive cause.
  
  Client Statement:
  Which makes me question how many other cars have had negligent work done. Since we have had a large amount of dealership caused issues with the car, but they haven't taken any responsibility for the issues.
  
  Response:
  Following the initial visit, the client expressed additional concerns. On March 17, 2025, we towed the vehicle to our dealership at our expense (mileage: ******). We have attached a copy of the related repair order, which details both the client's reported issues and our findings. While we were unable to duplicate any of the reported concerns,we did perform an alignment at no charge. The client picked up the vehicle on March 31, 2025, with ****** miles. Aside from the coolant leak noted below, we are unaware of any other "dealership-caused" issues.
  
  Client Statement:
  The issue now I have been having is they returned my car with a coolant leak, and they are refusing to cover the costs of repairing it, even going as far as messaging me, 'even if the issue had started while the vehicle was here, we still would not be able to cover the costs of the repair.' They have taken little to no accountability,and the work they seem to have done on the car is negligent.
  
  Response:
  The client returned the vehicle to us on May 1, 2025, with ****** miles, reporting a new concerna coolant leak. We diagnosed the issue, provided a repair estimate (attached), and the client declined the repair, asserting we should cover the cost. The vehicle was picked up on May 14, 2025, with ****** miles. We did not charge for the diagnosis and strongly advised the client not to drive the vehicle due to the severity of the leak. However, we do not believe we are responsible for this failure, as none of our previous repairs involved or were located near the cooling system.
  
  Summary:
  We have made every reasonable effort to work with the client and have addressed all their concerns, with the exception of the coolant leak, to which we provided a professional diagnosis at no charge.
  
  The vehicle in question is a 2019 Land Rover Discovery (VIN: *****************), purchased from ********** ********* on July 17, 2024, with ****** miles, according to ******. ****** also shows significant maintenance gaps, including two instances where over ****** miles passed between services. The selling dealer reported no service history to ******, indicating the vehicle may have lacked proper prior maintenance.
  
  This is a six-year-old vehicle with over ****** miles. We do not control when components will fail, nor can we anticipate such failures. Given these facts, we must respectfully decline to offer any additional assistance regarding this matter.

  
  Sincerely,
  ***** *****
  Operations Manager