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Jaguar Land Rover Marin complaints

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195 Casa Buena Drive
Corte Madera, CA 94925 | Get Directions

(415) 460-4600

http://www.marinluxurycars.com

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Total Amount in Dispute:
$50,000.00

Total Amount Settled:
$0.00

Complaint Experience

100%

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the one complaint brought to the company’s attention was responded to and given proper consideration.

Complaint Closing Statistics

1 complaints against Jaguar Land Rover Marin closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
0	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Jaguar Land Rover Marin

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10/30/2022

RESPONSE: Refuse to adjust, relying on terms of agreement Amount in Dispute: $50,000.00 Amount Settled: $0.00

Customer Complaint

9/12/2022

On 8/31/2022 I brought my Jaguar F-Type R to the dealership to have a gauge cluster repaired. The repair was not available because there was no available part. I received my car back on Wednesday 9/7. The morning of the Thursday 9/8, the car had a catastrophic electrical malfunction. I.e., the entire car shit itself off while I was driving. No steering, no acceleration, no funtions. Extremely dangerous. Thankfully when the issue occurred, I was not traveling fast and there wasn't much traffic around. I had the vehicle immediately towed back to the dealership. I told them about the catastrophic issue and how absurdly dangerous it is. The dealership refused to fix my car. Instead, the manager drove it for less than a minute and certified that it was safe for me to drive home. Home was 35 minutes away using the freeway. Thankfully I came to my senses and did not drive the car in fear the catastrophic issue would occur again. I towed the car home. At home, I drove the car very slowly in my street and sure enough the catastrophic issue occurred again. Marin Jaguar willfully and knowingly certified my car safe when it was obvious a threat of life and limb to drive. Gross negligence. I asked them to repair my vehicle back to condition when I dropped it off on the 31st. They refused. I decided to Yelp my dissatisfaction. I received a call from the manager threatening me to remove the Yelp or else he would sue me. In exchange for removing the Yelp, he offered my $285 in a bribe. Resolution Sought The dealership to fix my car to it's original condition when I dropped it off on the 31st.

Company Response

10/18/2022

Vehicle was dropped off & vehicle has aftermarket tuning we only performed a diagnosis. Client later accused us of tinkering with his electrical system and we only plugged in the OBDII reader. He claims the vehicle shuts down and was towed the next day. Once I looked in the vehicle there was a after market shut off switch in the truck, which was shut off. We ran history on the vehicle, and found vehicle is salvaged title with no history with the dealer. Client was informed that due to the history and the vehicle has a salvaged titile that we cannot work on his vehicle moving forward. Mr. Goodwin was not being reasonable, and he wants his vehicle running like brand new? I respectfully informed him it was not possible due to all the tuning and aftermarket electrical systems that's been incorporated in his vehicle. Client wrote a bad yelp, and my GM waived the diagnosis, and we can no longer do any future business.

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