ComplaintsforJaguar Indianapolis

• Initial Complaint

  08/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 7/20/24 Finance Price: $44,077.27 Things that were inadequately represented by the dealership:1) The car was sold with the understanding that I would have to use the dealer's lender since I was an out-of-state customer. The sales manager initially confirmed that I could do this and refinance with my bank before ever paying their lender the first payment, stating that if anything held up the process, it would be my bank's processing terms. I requested the dealership's title work routing information the first week of August. The sales manager confirmed over the phone that this information would be given. No proof of these transactions has ever been provided. He stated that title work was transmitted to their third-party vendor and the state of ******* on 8/19/24.2) The vehicle was sold with a defective left-side camera, which I discovered driving home from the dealership. The sales manager and general manager confirmed that my purchased extended warranty would cover this maintenance, costing me an additional $100 deductible. Driving to the closest reputable Jaguar dealership from my home, 90+ miles away, I discovered that the maintenance was not covered under warranty, resulting in me paying out of pocket. The repair facility confirmed (also seen on the attached invoice) that previous maintenance performed on the vehicle was done incorrectly, which would have been proprietary to Jaguarmeaning it likely occurred at their dealership or a previous dealership prior to my ownership. The dealership has only offered to pay the maintenance fees ($235.31) if I pull my negative reviews regarding the previous issues, neglecting to notice the adverse effects of not honoring the issue at hand.

  Business response

  08/27/2024

  This client purchased the vehicle under the terms disclosed prior to delivery. Post of delivery client expected titling work to be completed and sent to ******* within a 48-hour period, even after he was told 3-4 weeks would be the timeframe.  When we continued to update, the client threatened to blow us up on social media if we could not produce perfected title faster and we could not. He continued to produce inaccurate social media posts. Not long after this, he took his vehicle to local Jaguar dealership to have the software updated. That dealership charged him $235 to do so. He then called our dealership demanding we reimburse him for the charge and we declined to participate.
  

  Customer response

  08/28/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Summary:
  On 20 July 2024, I purchased a vehicle from Jaguar of Indianapolis. It was only after the purchase was finalized that I was informed by the sales manager that the title work would take 3 to 4 weeks to process. This was never articulated during the sale, and the dealership has been unable to provide any evidence that this was communicated to me beforehand. During a three-way call with my bank, the sales manager stated that if the title process took longer than a month, it would be due to the banks process, not the dealerships. This was witnessed by both myself and my fiance, as the call was on speakerphone.
  
  Despite their reassurances, it has taken until now, August 28, after filing a BBB complaint, for the dealership to provide me with my title registration information. This delay has been the first of several inconsistencies and has justifiably contributed to the negative reviews the dealership has received.
  
  Social Media Allegations:
  The dealership claims that I "blew them up" on social media; however, they have not provided any proof of this. Prior to this report, I have only left two reviewson Cars.com and ******* This allegation appears to be an attempt to discredit my legitimate concerns.
  
  Vehicle Defects and Warranty Discrepancies:
  Furthermore, the dealership claims that I demanded reimbursement for maintenance when, in fact, I only requested financial assistance for repairs on a defective vehicle that they sold to me. Initially, the dealership agreed these costs would be covered under the warranty, as stated in the attached email. However, they later changed their stance and are now offering to pay the fees only if I remove my negative reviews. This offer implies that they are more concerned with their public image than with resolving the issues they have caused on a separate matter.
  
  Conclusion:
  The dealership's inconsistent communication and attempts to mislead have only further eroded my trust. I hope that the BBB can see through these tactics and recognize the genuine issues at hand.
  

  Kind regards,
  
  ***********************

  
  

  Customer response

  08/28/2024

  Greetings,

  Summary: As of today, August 28, 2024, Jaguar of Indianapolis provided me with title registration information. However, according to ***** tracking (************), this information has not yet left *******. This is another example of the dealership's failure to meet their commitments. However, I am appreciative to have it, satisfying one aspect of my request.
  
  The dealership has offered to pay for repair fees that they originally stated would be covered under warranty (as detailed in the attached email) only if I remove the reviews concerning the delayed title work. Despite their claims, the title process has not only failed to meet the initial timeline but has also exceeded the 3 to 4 weeks they promised.
  
  Conclusion: The dealerships actions continue to fall short of their promises, further justifying the negative reviews. Thank you.

  Kind regards,

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

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

  Customer response

  08/31/2024

  Greetings,
  
  Subject: Further Issues with Jaguar of Indianapolis - Title, Registration, and License Plate Process

  
  Summary: On August 29, 2024, I received a new Florida registration and tag from Tom Wood Jaguar (Jaguar of Indianapolis). This has created additional issues and confirms that the dealership illegally swapped my license plate.

  
  When I purchased the vehicle on July 20, 2024, the sales representative transferred my Florida Air Force specialty tag from my 2021 Kia ***** GT to the 2019 Jaguar F-Pace SVR. I left the dealership under the assumption that this tag was legally registered to my new vehicle. However, when I visited my local DMV in *******, I discovered that the tag was not legally assigned to my Jaguar, prompting the state to issue a temporary tag with corresponding registration.

  
  The dealership's title company re-registered my vehicle without updating me on the plate swap, issuing me a new generic tag and rendering my specialty plate, purchased in 2022, invalid. After speaking with my local DMV and the county where the title company filed, it was confirmed that my specialty plate was replaced by the generic one, and had the title company just swapped the tags, this would not have occurred. As a result, I had to pay $59.40 to receive a new Air Force specialty tag, as indicated in the attached "MSgt Hill - License Plate Fees 30 Aug 24" document.

  
  Despite the dealership's insinuation that my previous online reviews are false, this situation further demonstrates their incompetence in handling out-of-state titling and registration processes.

  Customer response

  08/31/2024

  Greetings,

  This statement aims to clarify and further highlight the level of competence of Tom Wood Jaguar (Jaguar of Indianapolis) and its titling and registration processes for out-of-state customers, giving further detail to the previous statement given today, on 31 August 2024. 29 August 2024, I received a new Florida registration and tag from the dealership. This created another set of issues that were not clarified by the dealership, and it further acknowledges that the dealer had illegally swapped my license plate previously. The dealership sent me a message, "************, we are overnighting you your registration and license plate. ********** tracking number is ************." I responded back with, "Greetings. Does this mean the specialty tag transferred from the *** to the Jaguar is invalid?" I did not receive a response. When I purchased the vehicle on 20 July 2024, the sales representative transferred the Florida Air Force specialty tag from the 2021 *** ***** GT to the 2019 Jaguar F-Pace SVR. I left the dealership under the presumption that this tag would be legally registered to my vehicle, as indicated by the dealership. As stated in the attachment expressing my review of the dealership, I went to my local DMV in *******, where I discovered the tag was not legally assigned to my new vehicle, prompting the state to issue a temporary tag with the corresponding registration. Until then, I had been waiting for the dealership's title company to complete the title transfer and license plate transfer. However, their title company reregistered my vehicle, unbeknownst to me, meaning that I did not possess the accurate registration while driving the vehicle. Instead of swapping my plates in the Florida motor vehicle system to align with their actions of swapping my previous tag, they sent me a new generic tag, rendering my specialty plate, purchased in 2022, invalid. After speaking with my local DMV and the county the title company filed with, it was determined that my specialty plate was deemed invalid and replaced with the generic plate. As a result, to receive another Air Force specialty tag, as disclosed in the "MSgt Hill - License Plate Fees 30 Aug 24" attachment, I was charged $59.40 to receive a new plate. Understanding that the dealership is insinuating that I am making false claims in my previous two online reviews, I hope this provides further insight into the matter.

  Business response

  09/05/2024

  The client was made aware of the length of time it would take to license his vehicle. This was reiterated in a text message (see below) sent on 8/6/24 @ 9:30am:

  
  *******, I was surprised to receive this review in light of our phone call last night as well as our follow-up text? Title work usually takes 30 days or more when the vehicle is purchased across state lines as not every state does it the same way and is out of Dealership control. Up and to the point of delivery all things are in control of the dealership and the client, task such as financing, cleanliness of the vehicle, delivery and vehicle operation. Unfortunately title work is in the hands of a 3rd party, in the case of a cross state lines transaction it can be 2 or 3 3rd parties that are involved. We very much appreciate your patience as the title work works it's way through. As promised we will contact you on 7th even if we do not have any specifics.

  Customer response

  09/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  The dealership's response fails to address my concerns and does not take away from the original sentiment that this information is different from what was agreed upon which is consistently stated. First, the Sales Manager gave me conflicting information after I purchased the car, which was different from what was initially agreed upon. While one person (*******) mentioned a 60 to 90-day timeframe, the Sales Manager (****) stated 30 or more days post-purchase, after he initially told me that it shouldn't take long and that if there were any hold up, it would be from my bank. This is bad business. He lied to close a sale. It has been noted by the local DMV that their tag transfer process is not legitimate. My bank advised me to report them. Second, this text is a response they posted on Cars.com to do damage control, responding to one of two of my reviews, and doesn't negate that the Sales Manager has previous negative reviews for similar "pushy" tactics. Third, the Sales Agent (******) assured me that my tag would be transferred from my old vehicle, even physically moving the tag, yet I was issued a generic tag, forcing me to buy another Air Force specialty tag that I had already purchased in 2022 (See attachments). Prior to this debacle, I had to receive a paper tag from my state, because again, the dealership failed to transfer the registration in a timely manner, which begs the question of why did they physically transfer my original tag from one vehicle to another in the first place? Fourth, the dealership sold me a defective vehicle and refused to assist unless I removed honest reviews about the title issues, despite initially stating that repairs would be covered under warranty, which they were not. I was a different subject altogether from the title issue (See email attachments). Lastly, as depicted, the dealership has shown numerous inconsistencies, and the ** has no proof that the Sales Manager was truthful, or otherwise. Although another dealership confirmed the malfunction occurred under Jaguar of Indianapolis' responsibility, they still denied compensation. If the dealership continues to refuse accountability, I will keep posting negative reviews to ensure other out-of-state customers are aware of these deceptive tactics. This is not a demand, but a fact that you receive negative reviews for giving bad service to an out-of-state customer.
  
  Kind regards,
  
  ***********************
  

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On June 6 2024 I called the service department of Tom Wood Jaguar 4620 E 96th St to schedule an appointment to have a tire replaced, because I was told it could not be repaired, and that my tires are covered by warranty that I purchased when buying the car which is shown on Retail installment contract, is this isnt the first time Ive had to use my warranty. My appointment was scheduled for June 8, 2024 at 10:30 a.m which I arrived at or about 10:35. Upon arrival I drove my car into the service bay went inside and turned my vehicle keys over to the service department and informed them that I would be waiting. I sat in the waiting area for 1 hour and a half to almost 2 hours, which was no problem Ive waited before for service on my vehicle but to be told by ****************** Manager *************************** that my tire could not be repaired, which I had already informed them of this prior to my appointment being scheduled, and also the tire was not in stock on my appointment date. It has always been past practice for the service person to make sure that the tire was either in stock, or what day they would have the replacement tire in stock for my appointment. With Saturday being my off day making it hard to schedule service appointments My entire morning and gas was wasted and ***************** doesnt understand why I became upset. *************************** did offer to come to my place of employment which is less than 20 minutes away to pick up my car and return it so I wouldnt have to miss work. I didnt agree to this service..Since trying to get my tires repaired I have been told that my Warranty is longer valid or accepted at Tom Wood Jaguar by *****************. This warranty from purchased for the price of ******** for 5 years covering Key replacement and tire and wheels Sales person for warranty was *******************.

  Business response

  06/28/2024

  ************,
  Thank you for your communication.
  In our previous exchange,you mentioned the possibility of legal action. We responded by stating that your representative could contact us directly, and we would respond accordingly. Additionally, we requested your home address, which we have not yet received.
  

  Our next step is to wait for the Better Business Bureau or your representative to reach out to us. At that time, we will provide any requested documents, including emails, audio,and video files related to your visit on the 8th.
  The decision to discontinue future business with you stems from your behavior during your visit on the 8th. We are committed to maintaining a safe and professional environment for our associates. Actions such as cursing and throwing objects are not acceptable and are detrimental to this environment. We hold all our associates,vendors, and clients to the same high standard.
  

  Please be assured that all warranties remain valid for the duration of the contract. JLRNA warranties can be honored at any Jaguar dealership, and your tire and wheel warranties can be honored at any facility that sells the correct brand of tires.

   

  Customer response

  07/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]Manager ask me for my mailing address which my response to him was that it has always been the same as the date of purchase and gave it to him, also NO Updated information was given on my extended warranty, when looking up the warranty company which is JLRMA for my extended warranty which covers my tires, rims and key fobs, I am constantly told that they dont have warranty information for me. Please have company *************** sent correct warranty information which I purchased from them at time of purchase
  
  Regards,
  
  *********************
  

  Business response

  07/12/2024

  I am happy to inform you that a copy of your warranty is located in your glove box along with all the other paperwork from when you purchased your Jaguar. Regarding your tire and wheel warranty, rest assured that it will be honored at any facility that sells the correct brand of tires or at any other Jaguar dealership. Please know that all your warranties remain valid for the duration of your contract. 

   

   

  Customer response

  07/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *********************
  

  Customer response

  07/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Please be advised that NO information regarding the warranty that I purchased for Key replacement USWC OR Tire & Wheel USWC were ever found in glove compartment of the vehicle, I have submitted the Retail installment contract and security agreement which list the cost of the extended warranty for 5 years. This warranty was sold to me by ******************* at *************** who was the Salesperson. No company information whom my warranty is thur is included. All warranty items were taken care of at the dealership, all service records from repairs list US/Premier warranty which does not include phone number or any contact information. Thats what is needed
  
  Regards,
  
  *********************
  

  Business response

  08/07/2024

  Please see the attached from the General Manager. I hope this helps.

  Customer response

  08/13/2024

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

• Initial Complaint

  04/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On February 3rd , i took my Jaguar to *********************************************** Corparate, to update the intertainment center in car. For fear of system crash, we decided not to continue. i picked up the car and on my way home the engine blew. *************** explains overheating, no fluids, caused the blown engine. while at ***************, they do a multi-ppoint inspection. Why were there no fluids? The car drove great before this day. I only owned it for 24 days. Estimate to fix the car; $28,884.76. The loan on the car is approx. $31,000. i feel *************** is liable for repairing/replacing my vehicle. I asked for documents and receipts but have not received them.

  Business response

  04/30/2024

  The vehicle passed the multipoint inspection while in our care. The engine overheated after the client picked up because of a catastrophic failure of a coolant part that lead to a loss of coolant. The client continued to drive after the loss of coolant,this ultimately led to overheating. There is no way, under any inspection, this failure could be predicted within 2 miles or 2000 miles.

• Initial Complaint

  04/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On mid Mach 2022 My Jaguar had some brake issue and Tom Wood Jaguar charged me $900 to fix the brake. On 3/18/2022 I picked up the car and drove back to home. On my way back I already noticed the car vibrated when making a full stop. On Monday 3/21/2022 I found the car vibrated and couldn't stop immediately when it cold started, so I sent the car back to Tom Wood. It has been 2 weeks and today (4/8/2022) they told me they had only one technician so they were behind schedule. No car shop will let their customers wait for 2 weeks for nothing. Tom Wood has many rental cars but they don't provide them to owners with older cars. Having only one technician is their problem, not customer's . They should compensate the sacrifice and inconvenience they caused.

  Business response

  04/11/2022

  The vehicle is at the dealership now. We found one tire very low and adjusted the tire pressure and the braking issue stopped. There is also another concern on cold start which we are investigating. No charges at this time to the customer.

  
  We are returning the vehicle to their home today and will investigate the unrelated cold-start in a couple of weeks when we can set a time with the guest.

   

  Please let us know if there are any additional concerns.  Thank you and we apologize for any miscommunication.

*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. ↩