ComplaintsforJaguar - Land Rover Easton

• Initial Complaint

  04/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I would just like to say that the dealership at Easton town center, Columbus Ohio the cars are nice the salespeople are amazing. But the service department in the back the mechanics are not good or friendly I brought in my car for one last oil change under the warranty and the oil was not changed it's all dark. While I have a Nissan Sentra a chevy Camero with double the miles and the oil looks nice and golden 2 months after an oil change. I was dealing with a service rep **** who assured me they will do the oil change. This car has the list miles out of all my cars 41,000 miles and the oil is the dirtiest out of all of them, and also, they are ripping off people with their prices 560 usd. plus, tax to replace a battery lol. They are a joke never going there again. All I wanted was an oil change done correctly, but they don't want to do that. They tell me I'm good to go for 1-year next service April 2025. Well i just wanted it file this complain if something happens with my engine until then I want them to be responsible for the repairs since they don't want to change the oil.

  Business response

  04/26/2024

  Hello *****,
  
  My name is *** **** and I’m the new General Manager at Jaguar Land Rover of Easton. I wanted to take a minute and say thank you for bringing your issue to my attention. Without cus***ers like yourself who are willing to let me know there is an issue I can never fix them. I’ve done some research regarding the battery. The cost of the battery was $309.92 and the labor to install, reprogram and clear the codes cost $259.95 in total was $569.87. I’ve found batteries online for $285.99 which are not Jaguar approved. Please know in the future if you replace a battery outside of the manufacturer then there are codes that will occur and can potentially damage the electric wires in the car if a non-Jaguar technician replaced the battery. The oil change concern I take very seriously and have had multiple talks with **** and the mechanics about the issue. I would like to invite you back and we can have the oil changed under our supervision. I’m very confident in our service department and I hope that moving forward you will also see what I see in those ladies and gentlemen. Please let me know when you have time to bring back the Jaguar so we can redo the oil change. If there is anything else, please feel free to contact me and I will be more than happy to assist in the future.
  
  *** ****
  Jaguar Land Rover of Easton
  ###-###-#### 

• Initial Complaint

  06/24/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I assumed an order for a vehicle in March of this year from Germain Land Rover.

  I sold them my Mercedes C63, which I had purchased from Germain Mercedes (next door), just 4 months prior.

  When I purchased the C63, it had summer tires on it. I purchased $1800 winter tires, which were still on the vehicle when I sold it back in March. Since Germain oversees both dealerships, Mercedes receives any of their brand trade-ins and they knew they sold the car to me with summer tires on it, which they wanted back.

  BOTH dealerships HARASSED me for those tires. I offered to sell them to them, but they declined. I received a phone call from someone claiming to be the GM of Germain Land Rover asking for the Mercedes summer tires back. After discussion, we agreed that my new Land Rover would get off-road tires and I would be charged half the cost of tires and not charged for mounting and balancing as compensation for returning the summer tires to Mercedes. Mercedes came and picked up the tires within 20 mins of that call and that was that - or so I thought.

  Upon delivery, I’m charged FULL PRICE for the tires plus mounting and balancing. When I discussed the deal I made with Finance, they said I could come in and sign new paperwork with a $1250 deduction.

  Instead, I proposed they re-tint the Land Rover darker plus do the front windows and we’d call it even. They agreed.

  A week ago, after 2 weeks of no communication and excuses, I decided not to have them do the tint or paint work I paid for and requested a refund.

  They are denying having offered the tires at half price (if they didn’t, why did they offer new paperwork then agree to tint it instead?).

  Business response

  07/01/2022

  Our dealership will be refunding the amount paid. Since it was financed it will go towards the loan. We will be sending the amount to the lien holder. 

  Customer response

  07/01/2022

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 17476083
  
  I am rejecting this response because: I paid $36,000 in cash. I want a check sent to me personally. Where does it say that $7000 was financed and not part of my cash down payment?  Also, the amount is not clarified. How much is being sent?  Am I being reimbursed for half the cost of the tires?  What about the paperwork on work that was done and the return of the original tires?  I never said you could keep those. They’re mine and only had 100 miles on them. I want them back for spares. Completely unacceptable response!  
  
  Regards,
  
  **** ******

  Business response

  07/15/2022

  As per Mr. ****** Huntington Bank contract, the collateral as described to the lender at the time of delivery had these items (tires, lift and bumper paint) therefore,
  these items are a part of the total contract and cannot be separated due to money down from the customer. This was all one transaction, therefore any refund for collateral that would have a net effect on the value must be sent to the lender as they hold the title to the described collateral. There was no additional deal made for the tires by JLR or the Mercedes dealership. The tires that came off the collateral are here and ready for him to pick up anytime during business hours as per our conversation. We will refund to the lender the funds for the paint that he opted to not wait for us to apply to the vehicle. We were in no way given any fair opportunity to complete the work that was promised.

• Initial Complaint

  05/19/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On April 8 2020 my truck was tolled in by AAA for battery issue. It was being charged and diagnosed. I was never given update about my truck or any other issues. Later I was told I needed more work/engine problems. Next I was asked about previous work and oil change done to truck. I gave them my information. Company has not updated me and has continued to give me excuses about staffing or my status. I have requested loaner in which I don't have as of yet. Now upon me asking again I cannot get loaner with payment. My truck has now been there for over a month. I want my truck repaired and loaner. Now updated message from company is Manger is now off 9n leave I need my loaner and vehicle repaired.

  Business response

  05/20/2022

  Ms. ********* had her vehicle towed to Jaguar/Land Rover of Easton by AAA. AAA told her that the battery needed charged /was bad. Upon our findings the vehicle was extremely low on oil and the engine locked up. Our communications began on April 30th, 2022, with Ms. ********* letting her know that we would approach Land Rover to get assistance for the engine replacement, however, we would need proof that she had completed her oil changes as our records indicated oil had not been changed for close to 20,000 miles, well over the recommended service interval. She stated she had her oil changed at ***** **** on Scarborough Blvd in Columbus and we even attempted to obtain this proof for her. According to ***** **** they did work on her vehicle but did state they never performed an oil change. After multiple contacts with Ms. ********* regarding this, she finally approved to move forward with the engine replacement. This is the notice we received from her: Hi I would like togave permission deccomplete my services on my 2016 Rannge Rover. I am requesting vehicle as my repairs. I would like to know the time I can pu loader tomorrow since I have decided to move forward as of Today May 12 2022 @ 647pm.
  We then followed up with Ms. ********* to let her know that we  would be happy to proceed with  her repairs and that our company policy for such a large repair is to collect a 20% non-refundable deposit. Once a deposit is collected, we can order parts and provide a loaner. At that time the loaner timeframe was a 2 week wait, but we did advise her that due to possible cancellations, one may become available sooner. We normally do not provide a loaner for vehicles outside the warranty but due to the large repair we were happy to assist with a loaner once the deposit is received. At this point we will have the vehicle towed to another repair facility in the Columbus area at no charge to the customer. 

  Customer response

  05/23/2022

  HI, I AM NOT ACCEPTNG RESPONSE. I WAS NOT GIVEN THE INFORMATION THEY STATED ABOUT DEPOSIT OR LOANER. MY VEHICHLE HAS BEEN IN THE SHOP SINCE APRIL 7 2022 ON MAY 5,2022 I WENT UP TO LANDROVER AND GAVE THEM A GENERAL MANAGER PHONE FROM ***** **** THAT I NEED HAVE OIL CHANGE . WHILE I WAS IN THE OFFICE STILL HE DID SPEAK TO THEM . MY TRUCK WAS RUNNING FINE . I FEEL SOMETHING OR SOMEONE MIGHT HAVE TAMPERED WITH MY VEHICLE ESPECIALLY SINCE I HAVE THE RUN AROUND AND CONSTANT EXCUSES AND DELAYS BEFORE STATING THAT I HAD A MAJOR PROBLEM. I WAS FIRST TOLD STAFFING ISSUES AND THEN NO FOLLOW UP. I HAD TO CONTINUE TO CALL THE SHOP AND WAIT FOR UPDATE. THEY COMPANY FAILED TO DELIVER THE PROBLEM ACCURATELY AND IN A TIMELY MANNER. I WAS IN THERE FOR BATTERY AND SINCE I RECEIVED ONE FROM THEM  I HAD IT TOWED BACK SINCE IT WOULD STILL HAVE BEEN UNDER WARRENTY. FROM APRIL 7 2022 TO MAY 5 2022 I DID NOT RECEIVE NOTICE ABOUT ENGINE REPAIR OR PRICE. I WAS GIVEN A QUOTE THEM. I PURCHASED THE TRUCK MARCH 2021 FROM LANDROVER. I HAVENT HAD THE TRUCK FOR NO LENGTH OF TIME TO NOW DISCOVER I NEED A TOTAL ENGINE.I HAVE RECENTLY LEFT MESSAGES WITH NO RESPONSE BACK. I HAVE LOOKRD OVER PAPERWORK FOR WORK ORDER AND NO WHERE DOES IT STATE 20% DOWN BEFORE BEGINNING WORK. EVERYTIME SOMETHING IS ADDED TO DELAY. I HAVE ASKED FOR LOANER DUE TO THIS CONSTANT OF NON COMMUNICATION AND STAFFING ISSUES. I WOULD LIKE THIS RESOLVED AS SOON AS POSSIBLE. DUE TO POSSIBLE TAMPERED AND LESS THEN A YEAR I WOULD LIKE TO TRADE IN REPAIR WITH LOANER ASAP. I WAS NEVER GIVEN INFORMATION UNTIL MAY 2022. THEY DID NOT EVER EMAIL AS THEY SAID THEY WOULD ALSO AS A ANOTHER FROM OF COMMUNICATION. MY LAST COMMUNICATION AFTER REQUEST FOR LOANER AND SERVICE IS NOW ANOTHER STAFFING ISSUES. SERVICE PERSON IS NOW OFF ON MEDICAL LEAVE. SO WHAT IS THAT SUPPOSE TO MEAN TO ME. I AM JUST A PATIENT CUSTOMER TRYING TO GET SERVICE BUT ITS NOW WAY PASS THE LIMIT. YOUR ASSISTANCE IS GREATLY APPRECIATED. THANKS
  

  Business response

  05/25/2022

  As we stated in our initial response the vehicle was brought in with an apparent battery concern diagnosed by AAA. Upon our findings, the engine was locked up due to low oil. We worked diligently with ****** and ***** **** trying to obtain proof of the oil change she claimed to have completed at their business. This proof was never presented and required to approach Land Rover for assistance as the vehicle is NOT under warranty. It is not our company’s practice/ or in our best interest to tamper with our guests’ vehicles. Once ****** couldn’t produce the required proof of the oil change and provided permission to proceed with the repair on 5/12 our staff text her on 5/13 and at the time explained our policy of the down payment. There was no need to advise her of this policy until permission was given as we were attempting to approach Land Rover for assistance on her behalf.  Below is the text communication sent. We also discussed the availability of a loaner vehicle. Our offer to provide a loaner and complete repairs upon receipt of the 20% down payment stands or to tow her vehicle to another service center at no cost to her. At this time her vehicle is still in the possession of Land Rover of Easton.
  
  
  From: Seth Holmes To: ****** ********* [(614) 843-2268] Date: 05/13/2022 06:28PM
  Hi ****** sorry for the delay our service manager suddenly went out on medical leave. We would be happy to help you move forward with the repair. As a company policy all repairs over $10,000 require a non-refundable 20% down payment to order the parts. Once the payment has been made and a loaner is available we will be happy to provide you with one. Right now the waiting list is 2 weeks but due to cancellations it could be sooner. If you have any other questions feel free to contact us or come by the dealership tomorrow and ask for brian. --Seth Holmes Germain Jaguar Land Rover Easton

  Customer response

  06/07/2022

  HI WOULD LIKE INFORMATION ON THE PURCHASE PRICE OFMY VEHICHLE. I HAVE SUPPLIED WHAT ***** **** HAS PRINTED OUT FOR ME. I HAD  OIL CHANGE AT ***** **** 6363 TUSSING RD REYNOLDBURG OHIO 43068 ###-###-#### MANAGER ***** PREFORMED MY OIL CHANGE AT THAT LOCATION DECEMBER2021. I DID PAY CASH AND I WAS IN A RUSH AT THAT TIME DUE TO FAMILY DEATH INWHICH I HAD TO GET ON THE ROAD. I HAVE BEEN USING JIFFY FOR ALL MY VECHICLE OIL CHANGES THERE AND HAVE NO PROBLEM WITH MY INVOICES IN THERE SYSTEM. I WAS JUST TOLD THAT EACH JIFFY HAS THERE OWN FRANCHAISE. I HAVE A PROBLEM WITH PAPERWORK MISSING OR THINGS NOT INPUTED INTO SYSTEM. I DO UNDERSTAND PEOPLE MAKE MISTAKES AND THIS HAPPENS TO BE ONE OF THEM. I HAVE SUBMITTED MY INVOICE FROM ***** **** 1800 DUBLIN-GRANVILLE RD COLUMBUS OHIO 43229 ###-###-####. I WOULD LIKE TO RESOLVE THIS PROBLEM ASAP . THANKS VERY MUCH

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