Complaints

This profile includes complaints for Jaguar Landrover Bellevue's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Jaguar Landrover Bellevue

  13817 NE 20th St Bellevue, WA 98005-2012

• 

  Jaguar Landrover Bellevue

  1882 136th Pl NE Ste 107 Bellevue, WA 98005-2338

• 

  Jaguar Landrover Bellevue

  19910 Poplar Way Lynnwood, WA 98036-6940

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:04/28/2025

  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.

  Purchased a vehicle that was to have a manufacturer's warranty (less than 2 years old with ***** miles). It did not. Seeking assistance to alleviate costs incurred for repairs that should be covered under warranty.

  Business Response

  Date: 04/28/2025

  Please see attached - Vehicle was sold as is

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23253344
  
  I am rejecting this response because:

  No documentation was ever provided that this vehicle was manufactured out of the country.  Therefore, ***************** does not provide a warranty.  Additionally, upon resale, most dealers or other purchasers will be dissuade to purchase a vehicle made out of country.

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

• Initial Complaint

  Date:05/12/2023

  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.

  Date: May 12, 2023y I took my car in to Range Rover service Department in Bellevue because the engine light was on. After over two weeks of being without a car, I paid $3000 for a part change and $1700 for service. I was told the engine light was off because they replaced a part that cost of over $1000. They guaranteed that the car was test driven.5 minutes after picking up the car, the engine light was back on. I bought a $49 devise that detected DPF emission was the problem.Took the car back and left it there for three days.It seems that the part replacement was not necessary, and the $1700 service of my car did not detect what my $49 devise was able to detect I was told the filter was so blocked that my car was in the verge of breaking down completely. I had also taken my car in August of 2022 for the light engine on. I was told it needed a new engine and I spent $11,000 to have the new engine delivered from ****** plus 3 months of rental car payments.I am asking for a refund of the money I spent.

  Business Response

  Date: 05/23/2023

  To whom it may concern:
  
  I am writing in response to complaint # ********. ***************************** brought her 2016 Diesel Range Rover in for a check engine light back on 4/13/23. After diagnosing and troubleshooting the stored codes using Land Rover provided Diagnostic equipment and guided diagnostic procedures, we found that the Particulate matter sensor needed to be replaced. We replaced the sensor, road tested vehicle and found that the code nor the check engine light returned. During that same visit, we also performed an annual service on the vehicle which included changing the oil, adding oil conditioner, replaced oil filter, fuel filter, pollen filter, as well as top off all of the fluids. This is yearly required maintenance, that in no way has any involvement with detecting an issue outside of what we replaced or inspected visually. ******************** reached out to her service advisor informing her that the check engine light had returned immediately after picking up her vehicle, which at that time was escalated to management and we informed ******************** to bring the vehicle back in right away. The vehicle was brought back to us on 5/10/23. I would like to note that when the vehicle was dropped off, there was a warning on the dash for low fuel, in which ******************** accused us of causing. I informed her that it was on due to the vehicle having low fuel, and that we would put a few gallons in based on her overall experience, as we wanted to do everything in our control to assist. Using our Land Rover provided equipment and guided diagnostic procedures, we troubleshooted the check engine light, and found that the *** was partially blocked due to the soot levels being over the threshold (19.8grams). We performed a regeneration of the *** and was able to get the soot levels down to 3.6grams (within threshold). Unless the system detects levels outside of the threshold, there is no way for us to know that it is at or near the threshold. Given the Circumstances, we did not feel it was appropriate to charge ******************** for this visit. We also supplied a rental vehicle at our cost while we sorted this issue. As far as the claim from August 2022, the vehicle was in at that time for a transmission concern (unrelated) to this concern. A transmission was replaced at that visit due to an internal failure caused by leaks from the transmission cooler lines that caused it to overheat.
  I hope these details shed light on the overall situation, and how JLR Bellevue went above and beyond to take care of ********************.

  Customer Answer

  Date: 05/23/2023

   
  Complaint: 20051916
  
  I am rejecting this response because:

  My car was at Range Rover Bellevue service **** due to the engine light being on and car stalling as I had mentioned to Ms. ***** on many of my text conversations with her. After many weeks of my car being at the shop, Ms. ***** suggested that the Business should replace a part and it will fix the engine light issue. At the cost of over $1000.
  As the Business also responded, they also did a service worth of $1700. 
  I was without a car for almost three weeks while they changed a part and did annual service. 
  It is important to mention:
  
  The complimentary two day car rental is normal practice for the Business and it was not an extra effort on their part. 
  I do not agree that the Business did a test drive  after replacing a $1000 part and $1700 service since the engine light came back on immediately after I drove away.
  
  I bought a $49 "Fixed" bluetooth OBD2 car scanner from Amazon which immediately gave me the reason for the engine light being on. The scanner detected DPF efficiency low alert at yello (attached). I immediately contacted Ms. ***** sent her a picture of my engine light and told her what the scanner had detected. 
  
  Therefore the Business claiming that it was their scanner that detects the issue is absolutely not correct. 
  

  I also communicated my concern to Mr. **** that a $49 scanner detected the issue much faster and cheaprt than Range Rover had done after the inconinience of being without a car for 3 weeks and almost $3000.

  Finally, the trasnmission replacement that took place after I bought the car, also started with the engine light being on. It cost me $11,000 and 3 months of rental car. 

  Now I am questioning, if that cost and inconvience was necassary and whether or not it was the same issue that a $49 scanner discovered. 

  I am questioning the competence of the service ***** as I have had Range Rovers for the last 21 years and have never encountered such incompetence.
  
  Sincerely,
  
  *****************************

  Customer Answer

  Date: 05/30/2023

  Please resolve my dispute 
  

  
  

• Initial Complaint

  Date:04/24/2023

  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.

  October 2022 I brought my car to this center- after years of working with them - for a recall. When I picked up my car it wasnt driving right & the gas gauge didnt work. Returned it to the shop a 2nd time. They said they fixed it. Picked it up- wasnt fixed. Took it back a 3rd time- same issues - since recall work it wasnt driving right & gas gauge didnt work. They said they fixed it. Picked it up. Gas gauge worked/ but still didnt drive right. Brought it in a forth time after being advised to wait til the check engine light came on - but I was very clear that I wasnt there concerned with the check engine diagnosis, only the drive issue it had been having since recall. They charged ** $1500 to fix the issue. I picked it up and it STILL WASNT FIXED. I returned it a 5th time to the shop! At this point they told me - after all this- that they couldnt figure it out and maybe it was the transmission - that they would drive it to determine. said it was the transmission & when I picked up my still not working car miraculously my transmission fault light had been triggered. I asked for a refund of the $1500 because they charged ** for work that didnt ever fix the problem. They say work was valid because it needed to be done because the engine light was on - but I only paid that cuz they said it would fix the issue which it didnt & I never would have paid that if they would have diagnosed the transmission issue that apparently it had all along - they got tired of not being able to figure out something they broke & then just pushed ** off with its a dead transmission No ethical service provider would ever allow their customer to pay $1500 to fix an irrelevant issue on a car that apparently already had a dead transmission. They messed up my car, charged me to fix it, never fixed it, had it in the shop for over 2 -3 months total and then acted like the car had always just been dead. I want a refund for work that was paid to fix an issue it didnt fix. $1578.24

  Business Response

  Date: 05/05/2023

  We were able to resolve this complaint directly with the client.

  Customer Answer

  Date: 05/11/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution specifically regarding the refund for the service in Feb that did not fix our car is satisfactory to me. Let it note our car is still not running properly and we are now working with a transmission specialist to determine the issue.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/16/2022

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 purchased a vehicle from this dealership on October 2, 2021. When I test drove the vehicle I explained that the car felt like it was pulling slightly to the right. They told me they would have a look at it and align the vehicle as to have the issue fixed. I purchased the vehicle with an extended warranty on tires/wheels.May 2022 I was moving to ******** and needed to get new tires as the driver front tire was appearing to become bald and didn't want to make the drive with a faulty tire. When I took my vehicle in to get it looked at, the alignment was so far off from "normal". They asked if I had ever hit a curb or anything, I had not. I ended up with new tires and found out one of my wheels were cracked. Had my wheel split further, my car could have crashed ending in great damage to the vehicle and myself. I replaced my wheel immediately and had to file a claim with the extended warranty later due to it being Memorial Day weekend, there was no one who could help me immediately due to the holiday. Nearly three months later, after SEVERAL phone calls to this dealership I find out that they didn't process my paperwork properly for my warranty, they never sent in the paperwork to the warranty company. I took my vehicle in to get serviced and to have the alignment looked at because it appears to STILL pull to the right. Come to find out, the right control arm is bent which is causing it to pull. This is costing me nearly $1500 in repairs. Not only did this dealership sell me a vehicle with a cracked wheel, they also sold me a vehicle that had been curbed previously. This was supposed to have been a CERTIFIED PRE-OWNED VEHICLE. The dealership clearly DID NOT do a full check upon selling me this vehicle.

  Business Response

  Date: 11/16/2022

  Good afternoon,

   

  We have no purchase history regarding customer name ************************  However, we can see that she did purchase a vehicle from Jaguar Land Rover Seattle in October 2019.  Prior to the sale of the vehicle, wheel alignment was performed to manufacturer's specifications (see attached repair order).  As far as the wheel & tire contract, this was activated in October 2021 (please see attached screenshot from warranty website).

   

  We would appreciate this case being closed.

   

  Thank you,

   

  *****

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18373839
  
  I am rejecting this response because: I'm unsure how you have a wheel alignment work order for the vehicle I purchased in 2021 if you don't have any documentation showing I purchased THAT EXACT vehicle in 2021. This whole situation is shady and only aids in proving my point, this dealership sold me a car that had a bent control arm. This type of business is unacceptable.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:09/23/2022

  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.

  September 1, 2022 I dropped off my 2017 Land Rover Discovery Sport at the Land Rover Jaguar Seattle ************************* in ********, ** to receive a Timing Belt Cover Gasket replacement. The service included the replacement rework, complimentary multiple point inspection, and car wash. On September 19th, my vehicle was ready for pickup. Once I got home, I examined my vehicle more closely and noticed a few discrepancies (odd residue on the side of my vehicle and windshield, rear driver-side door trim loose, impact damage common to the rear passenger-side door). I am reaching out to the BBB regarding the damage caused to my rear passenger-side door. When I noticed the damage, I immediately texted the dealership to report my findings and noted that I will bring my vehicle back in next day. September 20th, I arrived at the dealership service center to show the new discrepancies and damage caused to my vehicle. All issues were resolved, except for the damage caused to my rear passenger-side door. The service representative I was working with had me speak with Service Manager *********************** regarding the door damage. *********************** quickly dismissed my claim that the damage was caused by the service I received. He also went on to saying "this is a he said, she said scenario", essentially calling me a liar. Their Shop ******* ***************** witnessed the conversation. I was in disbelief of how *********************** dismissed my claim. I know the condition my vehicle was in when I dropped it off, and I have pictures showing the condition when I picked it up.BBB, please take note that I cleaned out my vehicle completely on September 1st before leaving it with the Land Rover Jaguar Seattle Dealership. The damage pictured was not there when I turned in my vehicle. Then on September 19th when I picked up my vehicle, the door had damage. See attachments. Please help me have the dealership repair the damage they caused. Your support in this effort is greatly appreciated. Thank you.

  Business Response

  Date: 10/12/2022

  October 7, 2022
  VIA EMAIL ONLY:
  *****************************************
  Re:  BBB Complaint No. ******** ("Complaint")
  To Whom It May ******************** firm represents Jaguar Land Rover Bellevue ("***"). Please accept this letter as ***'s formal 
  response to the above-described Complaint.
  
  Timeline of Background Events.
  
  September 1, 2022: The Customer dropped left his vehicle (2017 Land Rover Discovery Sport) at *** 
  Seattle. The purpose of the service appointment was to replace the timing belt cover gasket to 
  address a small oil leak.
  
  September 2, 2022: *** provided the Customer a repair quote to replace the timing belt cover 
  gasket. The Customer accepted the quote the same day, and requested that *** complete the repairs.
  
  September 19, 2022: *** informed the Customer that his vehicle was fixed and ready for pick up. *** 
  also arranged for the Customer to be transported to the *** ********************** dealership in order to retrieve 
  his vehicle. The Customer retrieved his vehicle the same day. He later stated there were some 
  "discrepancies" with his vehicle, and that he would return to the *** dealership the following day 
  to discuss the issues.
  
  September 20, 2022: The Customer visited the *** ********************** ******************* There, he complained 
  of certain damage on his vehicle. The damage complained of was a small ***** on
  
  October 7, 2022
  Page - 2
  W:/WPDOCS/19058/005/B0821885.DOCX
  the interior of the vehicle located on the passenger real door panel. The damage was inspected by a 
  service technician, as well as ***'s Service Manager.
  
  September 23, 2022: The Customer submitted the Complaint to the ********************.
  
  *** Is Not Responsible For the Damage to The Customer' Vehicle.
  
  On September 20, 2022, the day the Customer brought his vehicle to *** **********************, the Service Manager 
  reviewed the damage in the interior of the Customer's vehicle. It was not the result of ***'s work, 
  however. In fact, ***'s work was exclusively in the engine compartment of the Customer's vehicle. 
  The Customer appeared to accept and/or agree.
  
  *** also identified an unrelated issue. There was a loose piece of trim in the vehicle, which *** 
  explained was caused by a design flaw with that particular model year. That issue was repaired for 
  the Customer free of charge.
  
  The Customer Agreed to ***'s Proposed Resolution.
  
  Although the damage to the Customer' vehicle was not caused by ***, *** nevertheless agreed to a 
  proposed resolution. At the September 20?? meeting, ***'s Service Manager wanted the Customer's 
  experience with *** to end on a positive note. To that end, the Service Manager proposed that *** 
  and the Customer split the costs of repairing the loose trim and the damaged door panel. The 
  Customer appeared to accept this proposal during the meeting, and also requested pricing for some 
  unrelated repairs to his vehicle.
  
  The following day, ***'s Service Technician messaged the Customer with the pricing information. The 
  costs to correct the door panel totaled $150. *** agreed to pay half of this cost. Thus, the 
  Customer' out-of-pocket expense would be $75. In response, the Customer stated that he would come 
  to the *** Seattle location to order the parts the following week. A copy of all of the Customer' 
  communications with *** are enclosed for reference.
  
  *** considered the matter resolved until the Customer filed the Complaint on September 23, 2022.
  
  *** Considers the Complaint Resolved.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  On September 30, 2022, one week after filing his Complaint, the Customer visited the *** ********************** 
  location. This time, he again agreed to pay half the repair costs ($75) to repair the rear panel 
  damage.
  
  At this stage, *** is proceeding with the repairs, as requested by the Customer. Unless it hears
  otherwise, *** considers this matter resolved to the Customer' satisfaction.