ComplaintsforLand Rover South Bay

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the service I have received at your service department. My LR has been in your facility since December of 2023, and despite multiple attempts to resolve the issues, I have encountered nothing but frustration and disappointment. Not only have I been charged for multiple services and repairs, but none of these actions have succeeded in fixing the underlying problem with my car. Instead, I now find myself dealing with new issues that were caused by the actions taken by your service department. Furthermore, the lack of communication and difficulty in getting in touch with your team has only exacerbated my frustration. When I reached out to the service manager, their response was dismissive, simply telling me to "come get your car" without any resolution to the ongoing issues. This level of service is unacceptable, especially considering the amount of time and money I have invested in attempting to rectify the issues with my vehicle. I urge you to take immediate action to address these concerns and provide a satisfactory resolution.

  Business response

  05/07/2024

  ***************************** brought his vehicle to Jaguar Land Rover South Bay 6/2/2023. The complaint was CUSTOMER STATES HE WILL BE DRIVING AND ALL 4 BRAKES WILL START TO LOCK UP. NEEDED TO STOP AND TURN OFF VEHICLE. TURNED VEHICLE ON AND BRAKES WERE NOT LOCKED UP ANY LONGER. We diagnosed the vehicle and found the *** module failing. We recommended replacing the *** module with a new one. The new *** module was on back order with no ETA. We offered the customer a used *** module that was available and at discounted rate. The customer agreed to the used *** module. We replaced the module and it fixed the concern of the brakes locking up. The customer returned 12/9/2023. CUSTOMER STATES *** CONTROL MODULE REPLACED WITH US. WHEN PLUGS IN SCANNER READS INCORRECT VIN #. The brakes were not locking up which was the customers initial complaint. The code for incorrect Vin # was consistent with the used module. To get rid of the incorrect vin # we recommended a new *** module. The customer declined at that time. The customer returned on 2/1/2024. CUSTOMER STATES MANY WARNING LIGHTS ON THE ***** We diagnosed the vehicle and found several different fault codes. We again recommended a new *** module. I spoke to the customer and told him I would apply the cost for the used module to replace it with a new module. The used module was $1059.95 + tax. I would install the new module at no charge. The remaining balance would be $3315.00. This is the last conversation I had with the customer. If he wants I will refund him the $1059.95 for the used *** module and he can take the car as is.    

• Initial Complaint

  08/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  This company has pulled my report multiple times without my knowledge. I did not inquire or seek any assistance from them. Thus, the inquiries should be remove immediately in accordance to the **** Credit Repair Law.

• Initial Complaint

  09/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/29/21 I purchased ******************** LR ********************************************** under factory warranty ******** extended warranty thru 10/2023. 8/13/22 driving on the HWY when 'LOW BRAKE FLUID' warning came on. When applying the brake to slow down for a vehicle in front of me, the peddle went almost to floor before any braking was felt. Immediately pulled off the freeway, noticed fluid on body and around driver-rear wheel. Car towed to Land Rover ********************** 8/15/22 **************** (Service Advisor) called me from LR *** called me to confirm they received the vehicle and that the repairs would be covered under warranty. He stated that the driver-rear brake caliper had failed (fallen off). He asked if the vehicle had been in an accident, I replied not under my ownership and the ****** was clean when I purchased the car. 8/16/22 -***** called to inform me that the repairs would not be covered under LR warranty due to previous accident repair history. During the inspection the tech noticed what looked like newer suspension parts around the area where the brake caliper failed. He looked into the service history on the vehicle and found repairs done December 2020 at Land Rover ************************************ He asked I call and get a copy of the repairs done and inform the selling dealer of the issue. He also mentioned that in the notes the frame was out of spec and an alignment could not be performed. I made another call to Land Rover Customer Relations to discuss my issue.Case Manager ************ (CASE ************* 8/23/22 Land Rover Customer relations called me and informed me that Land Rover would not warranty the repair because it was not due to a manufacture defect and was likely a bad repair job as a result of the accident. -Numerous calls to Land Rover south bay (selling dealer), calls not returned. 8/29 GM of LR SB(****) said he would update me EOD. No call back. I have called him every day and he won't return my call.

  Business response

  10/07/2022

  Business Response /* (1000, 8, 2022/09/26) */ Contact Name and Title: ******************** Contact Phone: ************ Contact Email: **************************** Thank you. The General, Manager has discussed this concern at length with Mr. *****. The ****** on this car at point of purchase, and at the point of complaint, do not have any accidents reported. The client complained about a brake/rotor concern in early October 2021, and since the client lives out of the market, the GM issued him a check for $1300 to help with a brake and rotor replacement, and Mr. ***** was very appreciative. Come to find out, Mr. ***** had the brakes inspected at Land Rover ************ which is closest to his residence, and they recorded on a Repair Order that the brakes were perfectly fine, and with plenty of life left. Mr. *****, kept the money, and did NOT have any brakes or rotors replaced. This incident is now just shy of a year later, and Mr. ***** had his vehicle towed to Land Rover ************* which is not affiliated with Land Rover South Bay. The GM of******* Land Rover South Bay approached Land Rover North America with Mr. *****'s concern. They also mentioned this has nothing to do with the sale of the vehicle from Land Rover South Bay. This information was delivered to Mr. **** by the GM of ****** Land Rover South Bay. This issue, approximately 1 year after Mr. ***** purchased his car from Land Rover South Bay has nothing to do with the purchase, and appears to be a case of outside influence-meaning Mr. ***** hit something on the road. His car was taken to ****** Land Rover Redwood City for repair, and if he has a concern about repair, this needs to be taken up with them, not ****** Land Rover South Bay. Mr. ***** had an exceptional sales experience and indicated after the GM issued him a check for $1,300 back in October of 2021 that he is committed to *** South Bay for all further purchases based on our customer service. ****** Land Rover South Bay has gone above and beyond for this client, but unfortunately will not be participating in a repair being done at Land Rover ************* and a repair most likely caused by outside influence.

• Initial Complaint

  07/17/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  The Land Rover web site allows people to build the car of their choice and it calculates a price while u are building it, then u take it to the dealership to have them order for you. That is what I did. They took my paperwork and said that they will order that car for me with a thousand dollar deposit but it will take three to five months to get it. I was okay with the wait time. Gave them my credit card and life is good. Today they called me that Land Rover have approved my order but the dealership will be asking for additional 10k when the car will be ready for pick up otherwise they won't give me the car. Why so ?. We want to put some more assessors on it. I said I don't want them. Then what was The whole point of building ur own car. I think they are purposely practicing false advertising and fooling people and getting away with it. I bought a ***** car the same way and I didn't had to pay any extra money . There was no game.

  Business response

  08/12/2022

  Business Response /* (1000, 5, 2022/07/30) */ Contact Name and Title: *******************, GM Contact Phone: *********** Contact Email: **************************** I spoke with ********** and his friend *************. We are building the car he built online when we receive our next allocation. There is no markup. He and **** are completely satisfied. This is resolved.

*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. ↩