Complaints

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 2020 Range Rover Evoque has had multiple electrical issues over the last 3 years. These have been well documented at the Land Rover Freeport service department. These include but are not limited to: Car dying on multiple occasions with battery having to be replaced at least twice (One of these times I could not lock my car and it was broken into), Automatic breaking being applied for no apparent reason, both key FOB's not being recognized, multiple buttons in the car not working, etc. The car has been in the shop multiple times with no resolution. I keep having issue after issue. The car is a lemon. I would like significant compensation as I have been paying a hefty price for this vehicle.

  Business response

  04/19/2024

  I have reviewed all of our records and I am not aware of ************************** reaching out to me or any of my staff to express his frustration. In ****** months he has driven the vehicle it has been here four times for warranty repairs at no cost to the customer. Each time a loaner vehicle was supplied and the repair was completed swiftly and completely. All recommended customer pay maintenance throughout the term was declined by the customer.

   

  The lease was over in October of 2023. He could have returned the car at that time but he requested a six month extension which was granted and will end this month. He has the option of appealing to the manufacturer for relief but I see no way that we as the servicing dealer did anything to warrant compensation from us.

   

   

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

  General Manager

  Customer response

  04/19/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved 

  This was a brand new car that completely died 4 times and had to have 3 batteries replaced in addition to multiple electrical issues including but not limited to the automatic breaking going off randomly. This is not normal for a new vehicle. I was also given the car with smaller 20 inch tires rather than the original 21 inch tires it should have come with. This is all well documented. 

  
  

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

• Initial Complaint

  07/25/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  This complaint is to the manager, and the dealership. ************************* the manager. Im disappointed in how you treated me and your unprofessional behavior was unacceptable. You put your finger in my face and constantly when I come in you make a complaint or you have an attitude with me. This is not the first time you did this and I do not need to tolerate your abuse. I never had any issues just wanted my car repaired and every time I came in I always had an issue with you and the car. Your colleague charged my credit card fraudulent today without my permission or showing me the miles in and out of the loaner vehicle from May 15 I had the loaner 1 1/2 days in total. You waited 3 months to charge me just seems weird and more hypocritical and I included the final receipt to your email separate from here there was no charge for fuel and the vallet service adviser came and said he would take care of the gas. Thats not my problem they are separate entities they still work for your company. The end receipt showed $0.00 charge. I would first like the charge redacted from my credit card and I would again as you claimed me not to do business with your dealership. I do want to add your condescending demeanor when I drove into the service drive way into the office you murmured to your associate hes ******* here again and rolled your eyes was unexpected and unsettling. Something I never expected you to say and its very disappointing. Your words that ** always here with a problem is not your problem be a manager and not a dictator, and you always make it personal. Even if I come in 100 times your dealership sold me a car obviously with problems that need to be addressed and I have warranty on the car I can use, this is not a free service the warranty on the vehicle. I would like the charges off my credit card because it was fraudulent no one had the authority to use my card at your dealership. I also want my car repaired like promised in my warranty agreement.

  Customer response

  08/21/2023

  Better Business Bureau:
  
  At this time, my complaint, ID ******** regarding Land Rover Freeport has been resolved.
  

  (By clicking "OK", your complaint will be closed as Resolved.)

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

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  date of transaction: 02/26/2022 I obtained a Tire and rim protection service agreement contract after being told about it by ***********************************, however I disposed the vehicle, then contacted ******** via Email and telephone messages to cancel the contract with no response from first date of 08/25/2022, I contacted ************** to assist me with cancelling the contract which they did and told that they forwarded the cancellation to jaguar on 10/18/2022, and that they will disbursed the refund , from that date of cancellation to present I haven't received any correspondence from jaguar. I would like to be reimbursed the full $1518.00. from freeport Land Rover ASAP. I do not want to leave another message or call to that company because i will not get a response

  Business response

  10/30/2023

  To whom it may concern:
  
  ************************ was refunded in full with a check for $1,518. The check cleared on 2/17/2023.
  
  *******************, GM
  Land Rover Freeport
  

  
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Words can't describe the frustration that I have encountered with Land Rover in Freeport. On May 23rd I dropped my Range Rover Supercharge (2016) at the dealer for diagnosis because my sensor lights came on and I did not know why. I got a call the next day that 3 errors were detected (Gearbox, Suspension ************** Light) & if I want to fix them it will cost approximately $4K. I told them to ************** sent an email authorization for me to sign. A few days later I received a call from the Service Manager ***********************************, he said the car was all done & for me to pick it up. That afternoon, I went to pick up the car, paid for the repairs, & proceeded to my vehicle. Turn it on with no error lights indicating any issues. I left the dealership, & about 3 minutes after leaving the car started to smoke & started making a weird noise. I got so scared because the noise was so loud & the smoke was thick & black. I pulled to the nearest gas station which was about .5 miles from the dealer. I called immediately & spoke to ************************ who advise me to remove myself from the vehicle & that he was on his way. ************************ arrived approximately 10 minutes later and turned on the car, however, the car will not turn on & more smoke started to fume out. He told me to call my insurance tow truck to have the car towed which I did. He told me to drive with him back to the dealer once the car was picked up by the tow truck. I arrived at the dealer they provided me with a loaner and advise me they will call me tomorrow after they fix any other issues. I agree & left. About 4 days later never heard from ************************ I called to do a follow-up. ************************ advised that the diagnostic shows there's some issue with the ************* were going to reach out to their Specialist in ****** & call me back in a few days. A few days passed I was told the engine blew and they were not responsible to fix it and I should return the loaner & pick my car up.

  Customer response

  08/07/2022

  Better Business Bureau:
  
  At this time, I have not been contacted by Land Rover Freeport regarding complaint ID ********.
  
  Sincerely,
  
  ******* *** ******
  

  Business response

  10/30/2023

  To whom it may concern:
  
  We replaced the customers engine at the dealerships expense with no charge to the customer.
  
  *******************, GM
  **********************
  

  
  

• Initial Complaint

  06/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made an appointment to take my car in on Friday June 3rd for a factory recall related to the gas tank and was told that my car would be ready on Monday June 6th. I called back on June 6th and was told that they have not had a chance to work on my car yet. I called back on June 7th and was told that they are still very busy and won't be able to work on my car until June 8th and it will take 2 days of work so it won't be ready until Friday June 10th. On the recall letter from the manufacturer it states that it only takes 2 hours to perform the work for the recall and not the 2 days of work the branch is claiming. No loaner car was provided so I am without a car for one whole week and not even sure if it will be ready by then. Extremely poor customer service and complete lack of honesty.

  Business response

  10/30/2023

  To whom it may concern:

   

  The customers car was repaired and returned to him on June 8, 2022.

   

  *******************, GM

  Land Rover Freeport

*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. ↩