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:07/09/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My car was delivered to LandRover Columbia on or around April 9, 2025. The service manager Nick ******* said that he was working on getting my repair cost waived due to a warranty. He said that he would stay in touch with me for an update.
  
  May 2 I physically went in to the dealership to check on the vehicle status in person and Mr. Nick ******* said he was still working with the regional director. He said it would take some time. I also took someone else who is a witness to this conversation if their testimony is necessary as well as the dealership recording.
  
  May 5 I emailed and no response was received.
  
  Multiple phone calls were placed on May 12, 13, 14, 15. I was told by LandRover representatives that he was in multiple meetings and would call me back. I left voicemails and messages with the dealership. I received no response.
  
  May 15 I went to the dealership to put my personal possessions in my trunk while I awaited the repair completion. Mr. Nick ******* said that he was still awaiting a response from the regional director. I also have a witness who accompanied me and a testimony can be provided.
  
  May 29 and June 2 I spoke with him. On both days he said that he was still awaiting a response and would get back to me. I have documentation
  
  June 6 I reached out and received no response
  
  June 10- 24
  
  On June 26, 2025 after numerous attempts for an update were executed on my behalf over the span of three months, the general manager states that my car was towed and disposed of.
  
  The dealership refuses to provide documentation that my possessions are still in my vehicle and refuses to honor the repair promise Mr. Nick ******* reported. At the minimum, Mr. Nick ******* said that his relationship with the representative would get me at least a $2200 repair credit. The dealership also refuses to provide any compensation for the 3 months that my vehicle sat on their lot under the premise that it was being worked on when on June 26 I found out that it never was.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  March 5. 2025
  Subject: Fraudulent/ Unauthorized Loan @Land Rover Dealership
  
  
  Dear Better Business Bureau,
  
  I am writing to formally report fraudulent transactions and unethical practices committed by Land Rover of Columbia dba Mills Auto Group, on March 5, 2025. I am a customer who has been negatively impacted by their actions, and I am seeking your assistance in addressing this matter.
  The details of the situation are as follows:
  
  Improper Vehicle Registration: Despite assurances from the dealership, the vehicle I purchased has not been properly registered to date. This has caused significant inconvenience and legal concerns for me as the rightful owner.
  
  Theft of Trade-In Balance: The dealership has failed to provide the remaining balance from my trade-in vehicle. This amount was agreed upon during the transaction but has not been paid to me, effectively constituting theft.
  
  
  I have attempted to resolve these issues directly with the dealership but have been met with no resolution or accountability. Their actions are not only unprofessional but also deceptive, and they have caused financial and emotional distress.
  I kindly request the Better Business Bureau to investigate this matter and hold the dealership accountable for their fraudulent practices. Additionally, I would appreciate your guidance on how to proceed with recovering the funds owed to me and ensuring that my vehicle is properly registered.
  Enclosed with this letter are copies of all relevant documents, including the sales agreement, trade-in details, and any correspondence with the dealership regarding these issues.
  Thank you for your time and assistance. I trust that the BBB will take appropriate action to address this matter and prevent similar incidents from happening to other customers.
  Sincerely, Kevin B.  

• Initial Complaint

  Date:01/13/2025

  Type:Delivery 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.

  they refuse to register the car or give any paperwork after they received the full amount of money and they tow the car to my address
  And we keep calling new answer the phone
  We already pay the sales tax and they refuse to give the paper work

• Initial Complaint

  Date:10/11/2024

  Type:Billing 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 took my 2015 Envoque Range Rover to the dealership on 09/13/2024 because it was pulling to the side when I drive. I asked them to find out why it was doing that before they completed any other regular mainteance issues. The service guy who they state no longer works there ignore all my request and billed me for tires, alignment and oil change. When I arrived to pick the vehicle the problem I brought it in for still remain. The service manager asked that I allow them to keep it longer so they can look the car over and a week went by before they were even following up with me to give me a report or to ask for more time. Another service guy was assigned to handle my service by the name of Seth Nortey and he first told me some line that it may just be a sensor by they could not confirm by the system was down. I allow more time and then he stop returning my call. Finally the Manager Joey called me to explained that an axle was broken and it would cost $2,600 they would have to order the part and it would be a week longer. I decline to pay for the first service because I did not bring my car in for that, I only want the problem solved before I begin to do tires and oil change. Joey stated he would write that off and remove the tires. So now we are close to a month later and I had to reach out to them to find out the problem still is not fix. The are stating it is now the differiated which cost $4,000 and if I don't want that to come a pick up my car which is still broken.

  Business Response

  Date: 10/18/2024

  Mrs. G*****'s vehicle was in fact brought to us on 9/13/24. The initial diagnosis she received was an incorrect diagnosis and work was done to her vehicle that was secondary to the actual mechanical issue with her vehicle. A "treating the symptoms" situation to draw a comparison. Upon further diagnoses, it was discovered that the axle(s) are bad as they have torqued out of specification in their housing(s). The axle replacement and repair was approximately $2600 as Mrs. G***** has pointed out. Mrs. G***** then approved the axle replacement work to be done ($2600). When the technician removed the old, damaged, axles, it was discovered that the differential was actually the cause of the damage caused to the axles. The service director then called Mrs. G***** to inform her that while the axles are in fact damaged, and would in any situation need to be replaced; she would also need a new differential in the vehicle to ensure the same result did not occur. The service manager at this time offered to remove any cost associated with the initial repair, and gave her the option to proceed with the differential (at a discounted rate of labor), or pay for the work currently completed and pick her vehicle up with the new axles. Mrs. G***** has been strongly advised that while the immediate situation with her car may be fixed, she will be in this same situation in the near future if the faulty differential is not replaced. Mrs. G***** feels she should pay nothing for the parts and labor rendered on her behalf and we disagree. The parts and labor completed, under her authorization, would have to be done either way for her to have a functioning vehicle again. If she chooses a different facility or technician to perform the repairs is completely her choice, but we feel she is still responsible for the parts and repairs completed on her vehicle. Thank you for taking the time to review our situation, and for making us aware of Mrs. G*****'s dissatisfaction. Please let me know if any further information is required from us on this matter. - Patrick Williams, General Manager - Jaguar Land Rover Columbia

• Initial Complaint

  Date:09/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 13-2024 My car was towed to the Service Department of Jaguar Land Rover. Since then I have not received any updates. They don’t fix my car and they don’t tell me anything about it. They hardly call me back and when they do, they always say the same thing, I am attaching the screenshot.
  I am also attaching the screenshot that I took this morning, 09/03/2024, it looks that my car has not been seen for more than a month. I even visited the dealership and they say that by the weekend they will give me an answer. That was on July 28.

• Initial Complaint

  Date:07/15/2024

  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.

  Purchased car 2022 Velar on 5/18/23 with warranty and saw some flaws on my vehicle and presented it to the service and parts department. The vehicle looks as if it was previously in a car accident and the front bumper was replaced. The Carfax that I was presented was a clean and clear carfax. A gentleman in the parts department stated he don't know why the vehicle is that way but it shouldn't be. He stated that parts were being ordered and I should receive a phone call the following week to be fixed. The phone call enver took place even aft we r calling and speaking with Louis the man so sold me my car still no additional update. Fast forward to 7/14/2024 my coolant warning come on stating to check the coolant level. My husband checked it and it is below the minimum level. Clearly this company has been fraudulent in the presentation and this car is not on the clear for sale list for a used vehicle resulting in my next steps being an attorney. This must stop! I bring my car into thr dealership today 7/15/2024 and a bald headed guy proceeds to tell me that I didn't know what I was talking about in so many words and then say we'll if you felt like...clearing dismissing anything that I stated. Please everyone stay away from this company because they practice fraudulently and you will not receive luxury treatment! I guess we will duke it out in court!

  Customer Answer

  Date: 07/22/2024

  Here are the documents required. I did ask them about the car fax that they showed to me and they stated that they were not responsible if the car was previously involved in any type of car accident. My car was patched up on the day that I sent the complaint. No acceptable. 

• Initial Complaint

  Date:05/16/2023

  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.

  Land Rover Range Rover sport purchased in 3/2019.
  Vehicle traded in 1/2023.
  Mileage was less than the prepaid extended warranty.
  Finance dept claims cancellation letter sent to Peacock Motors in 1/20/2023.
  Refund has not been issued.
  
  Land Rover Range Rover Sport purchased in 1/2023.
  Vehicle returned in 3/2023.
  Prepaid items - scratch and dent , extended warranty.
  Finance dept claims cancellation letter sent to Mills Motor Group on 3/20/2023.
  Refund has not been issued.
  
  Finance manager contacted in 2/2023 for an update.
  I was told she would check the status and email an update.
  An update was not received.
  
  Sales personnel was contacted on 4/28 and 5/11 for an update.
  An update was not received.
  
  I do not owe Land Rover any money. Every single car payment was made on time.
  I am owed more than $8000 in prepaid refunds

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased a 2022 Evoque in July 2022 with 8800 miles on the car. It was sold as new. About a month after having the car, I noticed several issues. The right front wheel made a noise occasionally and there was a rattling in the right side of the dashboard. My salesman initially told me to bring the vehicle by and when I did he said that he was with a client and couldn't help me at that time. He scheduled a service appointment for October. In October, the service department said that nothing was wrong with the front right side of my car, they replaced a clip for my armrest and said that they could not find the rattling in my dash (they attributed it to loose change in my door). The issues continued to escalate with my car. I started having warning lights for needing coolant and "hill decent control unavailable". I made another service appointment for 3/22/23. In the interim, I called and tried to be seen sooner, but was told that wasn't an option. I even mixed up the days and dropped my car off on 2/22. Today I was told that my coolant valve was leaking and that my rotors were warped. I was told that because I have been driving the car, I should expect that the rotors would burn because they are made of aluminum (and it doesn't take much to burn and warped them). Also, I am out of warranty for the rotor replacement (1 year or 12,000 miles). The fact that the service techs misdiagnosed my car in December or the fact that it takes at least 3 months to get an appointment is not Land Rovers problem. I feel as if I was sold a lemon and then the dealership purposefully stalled and misdiagnosed so that I would be responsible for the bill.

• Initial Complaint

  Date:11/28/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my TPMS sensor come on over a month ago now. The vehicle I purchased from land rover of columbia. 5mths in on this vehicle this happens. I take it to my mechanic who tells me the car has the wrong tire on it and has caused the sensor to go out. I call land rover. I get put off for a month. Finally get an appointment where I am told the repairs will be done Monday the 21 of November after a month of waiting. I drop my car off. And then am told that thevsensor isn't their issue, they are being GENEROUS fixing the tire and that they can't give a date as to when the work can be done. Fast forward 2 days later to Wednesday the 23rd. Still have not been called or updated, getting sent to VM. Called and left 4 messages and still no call. When I finally receive a call at 2:20pm on Wednesday the 23rdbthe very rude man Steven tells me he just forgot because he left early and it's 2:20 in the afternoon before he thinks to call me when I have left yet another VM for Steven and Tony rhis am because that is who I am told I have to speak to. Still with no answers other then they will get back to me I am sitting on a Holiday week with no car, no answers and very upset.