Complaints

• Initial Complaint

  08/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchase a 2020 ***** Traverse 6 weeks ago from a certified dealership. I was provided a certified inspection that was made on the car that certified the car had been inspected and there was nothing wrong with the car. After a week of driving the car my brake fluid sensor popped up, I added brake fluid and noticed my brakes would not brake and the brake fluid sensor came up again. I contacted the sales man ***** he stated there was nothing they could do. ***** the *** advised me to take it to a ***** dealership they confirmed there is a safety issue with the brakes and the cost for ***airs are over $2400. I called the dealer manager and he refused to assist with any costs , he stated because i did not buy an extended warranty it was up to me to make the ***airs. I believe they lied on the inspection ***air because the issue started a week after I drove the car and after the second week I infomred them. N o one took ownership for this problem and basically stated its my problem. I purchased the vehicle June *******. the problem started one week after noticing my brakes were not braking putting me and my 3 girls in danger. This is a safety issue and have incurred already costs trying to ***air my vehicle.

  Business response

  08/13/2024

  Please find attached-  the AS-IS form, Buyers Guide (as-is), and the warranty sheet where she declined coverage. All signed by the customer.

   

  Customer response

  08/26/2024

  Good morning,

   

  This does not make it any better when the vehicle issue was a safety issue with the brakes that could have caused me and my daughters to have a serious accident or even death. The brakes were not working because there was a leak. Their repairs was perhaps temporary and so their excuse is to their defense that I signed to purchase as is? I would understand if it was something else but it was the brakes not braking. My car would not stop because of that leak. That leak was noticeable one week after I was driving it. 

   

  I did not purchase the warranty because I was not able to afford it. I figured since it was a 2020 vehicle I would be able to manage till I was able to make any repairs or buy the warranty. Their response does not make it any better that they put my life and my children at risk. 

• Initial Complaint

  06/07/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Unethical business practices here. The *** ***********************, bought my vehicle (from out of state) - came and picked it up with the promise of a buyers order upon pickup. No buyers order, and after 3 weeks of me asking with no response he finally got back to me and said he cant buy the car and would send it back. I still dont have the vehicle, so theyve been holding it for nearly a month with no payment to me.Meanwhile he posted on his website at an exorbitant markup from what they were paying me. Clearly he bought it and once he wasnt getting the interest in it he was expecting he weaseled his way out of the deal. He blamed it on not having the title, despite me telling him from day 1 I paid cash and it would take a few weeks for the state to issue the title.The GMs own team was mocking him on the email thread when coordinating the pickup of my vehicle. Luckily I have everything documented and will be forced to take legal action. !

  Business response

  06/25/2024

  South Shore Land Rover Jaguar was never provided the title for the 2024 Land Rover *****************. South Shore Land Rover Jaguar transported the vehicle to and from ********** at the dealerships expense of $3,000.00. The dealership added ceramic coating to the vehicle which has a value of $2,000.00 and provided indoor storage which has a value of $500.00.South Shore Land Rover Jaguar has incurred costs and lost $5,500.00. The seller currently has the vehicle listed for sale with a different dealer group.

• Initial Complaint

  03/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My car has been in the shop 12 times for the same issue! I called the corporate the guy was really rude told me to reach out to the bbb and hung up the phone Im feed up Im in a lease I have 5 more months and I will never buy anything truck for them they dont appreciate my money

  Business response

  03/12/2024

  *********************** , service manager-  spoke to customer 3/12/24

   

  Her complaint was with the **************** not the local Southshore JLR branch.  Customer is to call and remove our store from the complaint.

   

   

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We took our Range Rover in because the check engine light was on and the car was leaking coolant. The sales advisor, ***********************, told us that to fix the problem it would cost $3446.96 We asked and were assured that this would stop the leaks and make the check engine light go off. They charged for host of things such as hoses, radiator, thermostat etc. After we were advised that the mechanic had found the problem, (they also sent a video of what they went over), we went ahead with the work. We were assured after they were finished that the problem was resolved so we came to pick the car up.Before we even got home the check engine light was back on and the car was stalling and leaking. Upon calling the dealership we couldnt get *********************** to call us back. We took the car back the very next morning and told them the problem was NOT fixed. We were having the exact same issues of a check engine light and leaking coolant. They then had a different mechanic check out the car and the different mechanic discovered the real problem and said it was a head gasket and that he recommended a new engine. This was not our fault that the first mechanic didnt know what he was doing and gave us a list of issues that did not fix the problem. We talked to the advisor, *******, who basically didnt care and said it was nothing he could do. Then we spoke to the service manager who tried to tell us that it was on us that we paid the money to have things fixed that didnt solve the issue. He was not willing to work out a refund or even a partial refund. The customer should not be responsible for the incompetence of the mechanics that this business hired. $3445 is no small amount when the customer isnt at fault. The business sells and works on RRs so they should be able to be trusted to know what the problem is the first time and advised accordingly. I would like a refund of at least half of what I have paid. The date of the appointment was 11/28/23.

  Business response

  01/25/2024

  attached word document as well

  To Whom This May ********
  
  Mr. and Mrs. *************;had their 2015 Land Rover Range Rover Evoque towed into our service department on 11/27/23 with ****** miles on the odometer. *** customer concern was for vehicle leaking coolant and a check engine light warning on the dash. We replaced the oxygen sensor under a factory warranty extension for the check engine light issue. We discovered coolant to be leaking from the water pump, radiator, and heater core hoses. *******,our service advisor, informed the customer of the necessary repairs to ascertain whether the vehicle could hold pressure with no leaks. This is the first step in the event of diagnosing coolant leaks.  *** repair was completed as authorized. After replacement of the radiator, water pump and heater core hoses the service department vacuum filled the cooling system per JLR specifications for this type of repair and pressure tested cooling system again to verify that there were no other leaks at this time. 
  
                  Mr.and ********************* had their vehicle towed in 12/13/23 with ****** miles. *** customers concern about the vehicle was once again a coolant leak and the check engine light being on again. *** technician pressure tested the cooling system and found no external leaks. *** technician did notice the pressure was dropping slightly on the vehicle. Upon review of the vehicle diagnostics, we discovered multiple misfire faults stored, and no oxygen sensor faults. We removed the spark plugs for inspection and discovered them to be saturated with engine coolant. At that time, we pressure tested the cooling system again and we found coolant to be leaking into cylinders which indicates a cracked engine block or failure with the cylinder head and/or cylinder head gasket.  At that time, we recommended engine replacement.

   

   

   

   

  Customer response

  01/31/2024

   I am rejecting this response because:
  

   

  No resolution was offered. Please see attached response. BBB2.

  
  

• Initial Complaint

  08/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bought an advertised CPO approved "like brand new" 2022 vehicle with 13k miles from their ad over internet advertisement. Clean carfax. Vehicle shipped to ** with multiple scratches, dents, dirty and when taken to Land Rover ****************** in ** they see the hatch does not close properly and they say it was in major accident before shipped to us. Salesman and General Manager will not talk to us. Title never sent as well. Land Rover **************** they cannot do anything further because the dealerships are all independently owned and operated. Land Rover in ** body shop claims to fix is in the thousands but he would have to take apart the truck to see extent of damage to give proper estimate. We also took to our body person who said the hatch is not safe to drive with and repairs start at $15k without him being able to take it apart. Unsafe car, fraud, no communication from General Manager or Salesman after findings, misrepresentation of condition of the vehicle, unfair business practices.

  Business response

  09/12/2023

  I attached Carfax, there is no record of damages on ****** as claimed by *****************************he customer protested the Credit card down payment, and we have agreed to not attempt to recollect the ******** deposit on the vehicle. Instead we let the customer keep the $1000.00 he protested to use  as a discount.

  Customer response

  09/17/2023

   I am rejecting this response because:
  
   I am rejecting this response because:
  
  The $1000 will not cover the costs of the damages. 
  
  the attached ******* video is the video ad that made us buy the truck and was what South Shore insisted was like new condition we were told the truck was in:
  ************************************************
  the attached pictures show the condition of the truck when we received it and we can show time date stamps.  Over 13 Deep scratches in paint around the truck, hatch not closing on one side, dirty inside.  
  
  We sent deposit 7/24 and gave deposit. Wired money 8/3. the Salesman *************** told us the back tail light needed to be replaced before they could *************. The two body shops we went to-one our own and one Land Rover corporate sent us to locally told us if they replaced tail light they had to know what was going on with the hatch. We received truck 8/8. Happy to provide many more pictures as I cannot show them all on this complaint 
  
  also sending email showing that the South Shore Comptroller told their Title Administrator to hold our title, shipping it to us after our temporary ******* plates would expire. She told us it shipped aug 29 and it was label created but never sent to *** until Sept 11. 
  
  All frauds and bad unfair business practices. 
  

  heres links to a bunch of the pictures  

  ***********************************************************************************

  happy to send a bigger file  

   

  
  

  Customer response

  09/18/2023

  Hi-

  I couldnt attach pictures of the truck when it was shipped to me to my response of our complaint. #********
  
  
  Hoping it works in this email. 
  
  
  Many thanks for your help
  *************************;
  Sent from my iPhone
  

  
  

  Business response

  09/26/2023

  response hasnt changed with this new info

• Initial Complaint

  06/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company serviced my car on 6/19/23. I needed breaks pads change, oil change, see why the back up camera isnt working, and for the check engine light why was it on. I left the dealer at 8:50 and received at 11:45 a text message with a technician from the video of them finished with breaks, diagnosed my car with the codes, and pulled out spark plugs when that was not even requested and to tell me they are not sure if that is the reason the check engine light is on. I spoke with *** the manger on 6/19/23 to express several concerns. 1. Being the price of the breaks its took them around about an hour to do but charged me 3,5 hours of service. And his response was simply because thats the price we quoted and agreed too. Despite I only agreed with not having knowledge of how long it takes to change my breaks on this car. Typically in the past it takes about an hour as well. He told me that they just have a standard fee for changing breaks as well as an hour rate. I explained to him, he informed me that it was $200 an hour for services and theres no way Im paying over a **** plus dollars for breaks when it didnt value that. Further more I complained about them and my spark plugs. I have no definitive proof that those spark plugs came from my car and have reason to believe deception. I only requested I diagnosis of why my check engine light was on. When asked was the spark plugs the reason was told that they were unsure. Asked how much does it cost again, $55 for parks $455 for service. Makes no sense when I never asked for spark plugs or anything else besides breaks, oil change, and back windshield wiper and the back up camera and check engine for diagnosis. I called ********* head quarters to inform them of this. *** told my case manager there for me to bring cash. Confronted him about his statement and he said because he didnt want anything to bounce! He said he tell every single customer that! I wasnt told that until I complained not even at arrival.

• Initial Complaint

  02/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased a vehicle in full on May 17, 2021. The dealership sold me an extended warranty which was a warranty/loan. I've never heard of any dealership having their customers get a loan for a warranty but that is what they do at South Shore JLR. I recently canceled the said warranty. I first tried to contact Line 5 about canceling the loan. I then also contacted the warranty company ************. I filled out a Cancelation Request Form and emailed it on January 5th and 10th and faxed it on January 10th. I called South Shore JLR on January 6th, 2023 to try to cancel my warranty. I left a voice message. I did not receive a call back. I also contacted ************ on January 24, 2023 to talk to them about the cancelation. They gave me the check number that was sent to Line 5 and the date; ck#****** sent on January 12, 2023. They suggested that I stay in contact with Line 5 about the check that was sent and that they should receive it by January 27th. So then that would help me know if I would owe anything, have a zero balance or a refund. I contacted Line 5 chat and they informed me that they did not see that South Shore JLR had processed my cancellation. They also let me know that the dealership would need to add in their part before they would get the check. I was also informed that the provider (meaning the warranty company) and the dealership have a portion of the protection refund they have to send in. South Shore JLR cannot find me in their records. Line 5 is also awaiting their response. After being on your website, this does not surprise me with their C- BBB rating. I recently lost my Dad and Stepmother and had to help with the funeral costs and other costs after they passed away. With prices soaring in the world, $161.22 for an extended warranty is not in my budget at this time. I don't want to get behind on any bills so I thought cancelling this would be the best thing to do at this time. I have two children to care for and support financially.

  Business response

  02/20/2023

  The cancel was processed on 1/10/23- a check was cut and issued to Line 5 in the amount of $712.85-  there is a balance due from the customer after this policy was cancelled.  i have reached out to Line 5  to see if the $712.85 was applied to loan yet.  The balance due will need to be paid by the customer before they close the loan, Line 5 will continue to take payments until the balance is at 0.00.  

  Customer response

  02/20/2023

   I am rejecting this response because:  The $712.85 check from ************ has not been applied to my Line 5 account yet even though the warranty that I obtained through JLR South Shore has been canceled.  Once it is applied I will know what balance is left on the account whether it is a zero balance, a check owed to me or a balance left that needs to paid off.  The only payments reflected on the account are my regular monthly payments.  The $712.85 still is in limbo.  Who would not cash a check?  This situation doesn't make sense.   Why is this being dragged out.  The $712.85 check should have been cashed and applied to my account.  See attached screenshots.
  
  
  

  Business response

  02/28/2023

  I have been in contact with Line 5 concerning this cancel.  The cancel was submitted by the customer to the warranty **** directly.  the miles placed on the cancel reduced the refund portion greatly- Line 5 can't assist, 

  I can contact the cancel company to see if they will adjust, if you supply me with a notarized document of the odometer to prove it has less than 120k miles stated by the customer at the time of cancel.

  i have left a couple vmails, and emailed the customer to try to obtain assistance in correcting this matter for her.

  Customer response

  03/01/2023

   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.
  I'm sending pictures of my current odometer reading.  I can type something up to get notarized.  I sent the cancellation request before the date that I wanted the warranty canceled so I did have to guess where the odometer reading would be on the future date that I actually wanted the warranty canceled.  Thank you very much!  I will get that notarized document to you within a few days.
  
  
  Thank you.

• Initial Complaint

  09/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle one week ago from dealer. Within one day I began to hear noises while driving. Day 3, I took the car for inspection to learn of some mechanical/maintenance concerns which were not disclosed at time of purchase. I returned to dealer that day to request they handle the repairs. I was turned away & informed that break concerns were not a safety issue thus were not part of their overall inspection. I returned a second time, in a couple of days, with the vehicle to make the same request. Again, I was turned away.

  Business response

  09/08/2022

  
                  ********************************* came into the dealership on 8/20/22 and worked with ***********************,sales consultant on the 2014 Audi Q5.  Rashina test drove the vehicle and expressed an interest in proceeding with the purchase.  We didnt receive financing approval on the vehicle until after ********************** left the dealership.
                  ********************* returned on 8/22/22 and expressed interest in a GMC Terrain that we had in stock which had a lower monthly payment.
  On 8/26/22 **********************, after consideration came in and elected to purchase the original vehicle, the 2014 Audi Q5.  The vehicle was sold AS-ISwith no dealer warranty and we have attached signed documentation.
  ***********************, sales consultant followed up with ********************** on 8/29/22 and everything was good on the vehicle.  On 8/30/22 ********************** came into the dealership and spoke with **** in finance, the customer stated that she took the vehicle to Midas repair facility and was told the vehicle needed brakes.  **** showed her the inspection completed on the vehicle and the brakes didnt need replacement because they measured out at 8MM on the front and 5MM on the rear pads.  This measurement is well past the minimum requirements for brakes.  There was only 25 miles put on the vehicle from time of purchase and the inspection of the brakes.
  She then came in a few days later and talked with *********************, sales manager.  *** was unaware of the situation and let her know she would need to talk with the manager who assisted with the sale.  She then walked out of the dealership and we have not heard anything until we received the BBB complaint.
  
  

  Customer response

  09/09/2022

   I am rejecting this response because: I was never shown an inspection form from any representative of jaguar/ Land Rover. Upon requesting to speak with a Manager, after having been left for more 20 minutes by the sales consultant, I was told by *** that he could not listen to my complaint due to not being the manager of this deal. 
  The vehicle had been driven by myself between Saturday, 8/27/22 and 8/30/22 when it was inspected then immediately returned to dealer for their own inspection, which they declined to perform. Manager **** insisted I should continue to drive the vehicle while it makes the noise I continued to hear until it no longer made that noise. Additionally, Manager **** admitted that his team had not performed any brake inspection nor oil change/ replacements on the vehicle. 
  I am requesting complete refund of down payment, along with payments made regarding repairs. 
  
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Purc hase of a 2014 cadillac esclade on 3/17/ 22 when I got home found out the next day air conditioning didnt work. Oil on my garage floor power steering leeking and making nose. It was raining on and off when purchase car. had it washed and seen clear coat and paint just chipping off. They cgarged me ****** dollars for south shore protection. told them about it. Said they didnt do the paint work. tuff luck. I said i didnt want there warranty but they still charged me. I asked for a copy of this south shore protection, they said they have nothing, just my money. Paid 30****** plus tax license doc fees ******** Also cant get title to this car. Called many times from general manager to sales person to credit man ger and no responce for several and then some one who doesnt know the problem. I received a letter from ******** secretary of state if the dealer doesnt fill the proper paper work out. their going to give me a flood victime title be cause the car came from ******** desaster area. Thank you very much ***********************

*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. ↩