Land Rover Naperville
Reviews and Complaints

Very very bad customer service. I was involved in a car crash on 10th December, and my car is still in the body shop waiting for parts, which are back-ordered. I understand that because of the Covid situation. All I asked is for them to provide me with a loner or a rental since my rental from my insurance is covered for only a month, and they won't cover it, nor their recommended body shop. I have been paying for my car without even driving it. Land Rover is considered a luxurious car, and this is what I get. I did talk to someone with a higher position at the dealership, but no help. I was planning to buy a Range Rover from them, but looking at the service, I ended up buying a *** x7 with a guarantee of a loner with a written agreement. That's what I call service. Won't recommend this dealer to anybody I know. Rethink about your service and work on it.

I took my 2019 Range Rover HSE in for annual maintenance on February 24th. The dash wasn't coming on when I started my car and my cell phone wouldn't sync. Matt, my service advisor, said it was because of a software update that would be done during the maintenance. The repairs took about 3 hours. On my way home, I noticed that my phone still wasn't syncing with the car. I called and left a message about this issue when I got home. The next morning, the dash didn't come on again. When I didn't get a call back, I texted and called on February 25th. Since I didn't get a reply, I called again and finally spoke with Matt. He said he didn't have the two porters needed to pick up my car. I understood and asked him to call me as soon as someone was available. He said okay. But I didn't get an update on the porter situation, so on March 5th, I called the service manager's phone and left a message explaining what happened. Around 4:51, Patrick called me back on behalf of the service manager, Tony, who had to leave early. I explained the situation to Patrick, but he couldn't fix it and said he would talk to Tony and have someone follow up with me. But I didn't get a call back. So on March 10th, I contacted Land Rover Range Rover of North America and opened a case file. I'm really unhappy with the customer service from Naperville Land Rover. I'm still waiting for someone from the dealership to contact me. Maybe their corporate headquarters can get them to reply to their customers.

Jaguar Land Rover of Naperville has the worst customer service for women! Ladies, do NOT spend your money there! I went to the dealership on July 5th to test drive and buy a 2020 E-Pace Stock #J2019. I talked to *** who said the car was out on loan and he would let me know when it came back. I called a few times to follow up. On July 15th, *** called me to say the car was back, so I made an appointment to test drive it with the intention of buying. I got to the dealership within an hour with my son. When I arrived, *** was with another customer, so I waited patiently. While I was waiting, *** showed the male customer the car I had been waiting 10 days for. Then they went to look at other cars. I went to look at the car and another salesman approached me. I told him I had an appointment with *** but still wanted to test drive the car. I expressed my concern about *** showing it to someone else, but the salesman assured me I would have priority. I test drove the car and told the salesman how much I wanted to put down because I wanted to buy it. The salesman came back and told me the male customer that *** had shown the car to was going to buy it. He hadn't even test driven it! So, the car I had waited 10 days for was being sold right in front of me while I was waiting to start the buying process, even though I was promised priority! I could have gone to any dealership and bought any car I wanted, but I patiently waited for this one, only for it to be sold right under my nose while I was there ready to buy it! The sales manager on duty was involved and made the final decision to sell the car to the other person. The salesman, customer, and sales manager, all men, thought it was okay to disregard the woman with her child and thought this behavior was appropriate! This is the worst customer service ever for a hardworking woman!

I been buyin' cars for over 20 years and had the worst experience ever at this dealership. Wish I read the reviews before drivin' from Chicago to Naperville twice. I went there on 12/31 and 'cause it was a holiday, everythin' felt rushed. I'm glad I didn't take the car that same day. When I got there, I showed the salesmen the Internet price of the car they emailed me, and he said they couldn't honor it. At first, I wasn't gonna make a big deal 'bout it 'cause the price difference was only $1,000 and the salesman was real nice. But when I got to finance, I noticed the business manager wasn't friendly at all. He hardly looked at me while talkin'. He told me I could only get approved with Wells Fargo at a 5 percent interest rate, even though I got a 760-credit score. I found this to be a problem 'cause I'm an African American woman. Wells Fargo got in trouble for chargin' minorities higher interest rates. On the day I was supposed to pick up the car, I emailed the salesman 'bout the Internet price and the high interest rate. He left me a voicemail sayin' to come in 'cause they would honor the Internet price and look for a better rate. But when I got there, somethin' felt off. The salesman was nowhere to be found. They said they would page him, but I never heard anythin'. I waited for more than 10 minutes, and nobody asked if me and my daughter wanted to sit down. The same unfriendly business manager invited me into his office and said he saw my email and that we needed to cut ties 'cause Wells Fargo didn't approve the loan. He claimed they couldn't verify my identity. When I went to the dealership on 12/31, I had all my paperwork from all three credit bureaus and more than one form of ID 'cause in September, I was a victim of identity theft and had a fraud alert on my credit. Instead of tryin' to work with me, he acted like I was some criminal tryin' to scam the dealership. And just like before, he never looked at me while talkin'.

I bought a car from this dealership and I need it to be registered properly. On Monday, March 23rd, I spoke with Joe, the finance/business manager, about the registration issue. He said that it was causing my insurance to be canceled on Thursday, March 26th. Joe told me that Jeremy would arrive in ten minutes and promised to follow up with him and get back to me in a few hours. However, I never received any communication, neither by email nor phone call. This has happened four times already, with no follow-up or commitment from your team.

To be honest, the disappointments started right after I got the car. The running boards malfunctioned the first time I used them, which was quite puzzling. I paid around $150,000 in cash for the vehicle, and this was one of my first experiences with it. The repair process only added to my disappointment. When I mentioned that I had a twelve-hour drive to New York City, I asked how long the repair would take. They said it would be a maximum of two hours, but it actually took over six hours. And even then, the repair was incomplete for my journey back to NYC.

One of the first things I did when I returned was to send the car to the Manhattan Service Department. I ordered this 2020 Range Rover Sport SVR in late summer '19, and even though I've moved from Naperville, my parents still live there. Since your Naperville dealership had an allocation, I thought it would be nice to visit my parents, pick up the car, and get to know it during the drive back. Everything seemed fine until I made the payment for the vehicle. After that, the experience turned into a series of problems that revealed the weaknesses of your staff, their lack of focus, poor professionalism, no communication, broken promises, and almost everything else you can imagine going wrong. The finance and business managers are particularly bad, maybe even the worst out of all the issues I've mentioned.

I've had the car here in Brooklyn for about 60 days, and your team members have yet to fulfill their obligations and services that were paid in full when I took possession of the vehicle. As a result, the car is not registered, the temporary license plates have expired, and my insurance company is unsure if they can continue providing coverage. In short, the car should not be driven out of the garage.

Don't buy your car from this dealership. It's like going to a shady used car dealership with no ethics. It's a shame because they use the Land Rover and Jaguar names, which are associated with luxury. I've bought four Range Rovers before, usually from Motorwerks in Barrington. But this time, I thought I found a good deal, but it turned out to be a trap. The whole sale took all day, as expected, but the nightmare started after we completed the deal. We bought all the warranties, protection plans, and coverages they offered. The first problem was that they promised more than they delivered. We were supposed to leave with a 2019 Range Rover with two key FOBs and "red carpet door to door repair service." But guess what? They told us as we were leaving that there was no second key FOB available (even though we bought the key FOB replacement plan), the car wasn't washed or cleaned because no one was available, and they didn't have the Range Rover floor mats as promised. They said they would take out my old Range Rover's mats and let me keep them, and that we would get one key FOB delivered the next day. But the next day, the next week, and the next month went by with no meaningful response despite my multiple calls and texts. Finally, after enough calls, someone admitted that they likely lied to us just to get us out the door. They made excuses, including Covid, but offered no real resolution. But that's not even the worst part. In August , my car's windshield got a small chip the size of a grain of rice. I immediately reported it to the dealership since I had purchased the select protection plan. But my first two calls went unheard, and when I finally spoke to a service member, they said they would take care of it. I offered to bring in my car or have them pick it up, but they said they had limited availability due to Covid. Another month went by with no communication. When I called again, they said they were waiting for the windshield to be ordered. But I was unsure how they knew I needed a new windshield since no one had even looked at it. I waited patiently, but another month went by. The chip turned into a crack, so I called again, but there was no answer. Finally, I called again and asked when I should expect my car to be fixed. They told me they would charge me for the windshield since it was a crack and not covered by my policy. They hadn't even looked at my car or made a claim in a timely manner. I don't know if they dropped the ball or if they have some deal with the insurance company to avoid paying. Either way, it's criminal. They wait for the chip to turn into a crack so they don't have to take responsibility. I spoke to multiple managers, but they had no excuses for the delay or the lies. Their solution was for me to claim it on my insurance and raise my premiums. I bought the protection plan for nothing. They offered no solutions or apologies. Today, the service manager called to say my car was ready, but when I asked about fixing the windshield, he laughed and said they wouldn't fix it. I feel like I'm working with a dishonest dealership that has no values or ethics. Save yourself the trouble and go to a dealership that treats you with respect, no matter what car you buy. Don't be fooled by their different names online; they're all part of the same scam. They can fake their Google reviews, but you can see how terrible they are on Yelp.

I took my 2016 Range Rover Sport to Land Rover Naperville for service and a detail. When I got my vehicle back, I noticed some damage. I showed it to the service advisor, and we both took pictures. He said he would contact me, but it's been more than a week now. I've left messages and sent emails, but I haven't received any response. The detail caused scratches and additional damage to my car.

On March 1, I bought a Range Rover Evoque. I traded in my 2014 Acura, and they gave me $7,500 for it. I put down $5,000 and bought a warranty for $1,500. That means I should get a refund of $1,000. They told me the main office of Patrick Dealerships handles the checks. I've called many times, but haven't gotten any response. They keep saying the check is in the mail. It's been over two months since I made the purchase, and I still haven't received anything. I just want this issue resolved quickly!

On 4/8, Land Rover done took out and put in a new hose for the ace bar on my 2014 supercharged sport, but they didn't do it right. I bought this ride on 5/6. Every time I made a right turn, I heard some weird noises. I took it back to Land Rover a bunch of times to get it checked out. They gave me three different explanations for what's wrong with my truck. The last one they said was the rear diff motor, and they want $2,600 to fix it. My insurance won't cover this mechanical problem. So, I took it back to the dealer where I bought it, and they said it's the ace bar causing the noise. They said the hose that Land Rover put in was leaking fluid, which made the bar move and now it needs to be replaced. But Land Rover don't wanna fix their mistake or replace it, so now I gotta pay to get this ride fixed.

I bought a second car from this dealership. The first car I bought, it took about 4 months to get the title. With this truck, I got the title for my previous vehicle about two weeks later. I live in Wisconsin. I had COVID-19 and my son sent my title to Joe C, the general manager. He was nice to my son until he got the title. He rushed to get what he wanted. He promised my son that he would send the title quickly. It's been about three weeks now and this guy won't return a phone call, and he still hasn't sent the title. The Illinois Secretary of State knows about it, but they said I should also contact you. Joe C is the general manager and the person who talked to my son. He has been really rude in our attempts to get the title for the vehicle. I paid cash for a 2013 Land Rover.

I bought the car on 10/31. I told them in November that something was wrong with the car. They serviced it in December. At first, I complained about the car's starting, the stop/start feature not working, and the Bluetooth connection not staying. I thought they fixed it, but no. In March, I had the car serviced again for the same issues, and it still wasn't fixed. Joe C, who is really rude, and Tim in Service, who is the manager, were dismissive. They gave me a list of problems for a certified used car. In May, I contacted them again for the same issues with the car's acceleration, stop/start, and starting. I spoke with Christian M, who promised to follow up but didn't. Joe didn't do things right. Now, for the fourth time, I contacted them because I still have the same issue. They haven't fixed it yet. This is a certified used car, but it has more problems than a regular used car. I haven't even had this car for a year.

I'm writing this complaint because I tried everything to settle with Jaguar and the dealers, but I'm frustrated and extremely disappointed with my 2019 electric Jaguar I-pace first edition (VIN # ***). I bought the car in May and have driven it less than *** miles. Since April this year, the car has consistently had problems. A few months ago, it started turning off suddenly, even while driving! It was really alarming. I took it to the dealer in *** where it stayed for almost a month to be fixed. Then, towards the end of August, it started running out of charge or not charging after driving a few miles, with a dashboard warning to "stop immediately." I sent it back to the dealer in *** where it has been for over 3 months now! Three months at the dealership for a 3-year-old car with less than *** miles! In the meantime, I had to find other ways to get to work. Jaguar and the dealer have been rude, dismissive, and indifferent, showing an apparent inability to identify and fix the problems. If this is just an isolated incident and my car is an exception, then it should be replaced. But I suspect this is a bigger problem and a common issue. I'm not sure if I feel safe driving a car like this.

On November 16, I bought a 2017 Infinity QX60 from Jaguar of Naperville. I put down $2000 on this vehicle. On July 20th, while I was driving, the car started jerking and hesitating to go. It dropped from 35 to 20 miles per hour, then to 5 miles per hour in the middle of traffic. I called the dealership to address my concern, and long story short, I had to bring it in to them. They were supposed to provide a tow, but I didn't have roadside assistance at the time. The truck arrived on the 23rd, and I had to wait the whole weekend. On Monday, they told me they lost the keys. On Tuesday the 26th, I had to call them to see if they found my keys, but they still hadn't found them. Eventually, they found the keys. Then I got a call saying that they don't have the equipment to even look at this type of vehicle, and I would have to get it towed somewhere else. They recommended the Infinity dealership right across the street and told me I need to get a tow truck to tow it across the street at my expense again. I then asked, "Well, if you don't have the equipment to look and see what the issue is, how were you able to sell a vehicle without doing a proper inspection?" The guy said he doesn't have an answer for me and that the company probably was trying to get a quick sale. I feel now that I am stuck with a $700 car note and a vehicle that is out of commission, all so they could just make a sale, and now I'm out of luck. I have no car to move around, and they didn't even offer a loaner car. They told me I would have to, once again, go through Enterprise to get a car until mine was fixed. Basically, I have to pay out of my pocket again. Now that they are not doing anything for my truck, I have to find other means of transportation. I feel like I got sold a lemon, and if they didn't have the equipment to look at the car before they sold it, they shouldn't have sold it at all.

On Dec 23rd, I bought a new Range Rover HSE 2017 for $106,000+ and also purchased an extended full coverage warranty for $4,906.00. I have the bill of sale clearly showing the charge for the extended warranty that I bought back 5-6 years ago. Over the years, I've had to make some minor repairs and whenever I spoke to their service department, they said I didn't have coverage. This was especially frustrating after Dec 2020 when the manufacturer warranty expired and the extended warranty should have kicked in to cover me until Dec 23rd, 2022 or *** miles. However, they continue to deny my coverage even though I paid for it. Their excuse is that they don't keep records after 5 years of sales. I've called many times and even went in person, but I always get the same answer. They keep me on hold for hours and then transfer me to voicemail, where I leave messages for the finance managers, but I never hear back. A couple of months ago, I called their service department again and they denied me coverage for fixing the electric window opener, park sensors, and some other issues that should have been covered based on what the Land Rover service technician told me. But that's only if I had coverage for an extended warranty, which I do have and they got paid for, but they never covered me for it. I've paid over $5-7k for these services over the years just because they keep denying or admitting coverage. Now I have some issues and they still haven't sent me any information regarding the policy number or agreement so I can take it to a different Land Rover dealer location for better service, because I don't trust these people in Naperville. How can someone sell you coverage, get paid for it, and then refuse to cover you? That's criminal and fraud.

On July 19, 2022, I finished the paperwork for a 2019 RangeRover Sport. I paid *** for the vehicle. I've called the dealership multiple times to talk to the finance manager and my salesman *** but they haven't listened to me. The sale is done, but my concerns haven't been addressed. They promised me a second key, but it's still missing and they said they would order it. I still haven't received an update. There's something stuck inside the USB port, and I told the finance manager about it when I picked up the car. The trunk button on the back of the vehicle doesn't work. The product specialist was supposed to come to my house, but that didn't happen. They promised me and salesman *** called and said he would come to my home, but he didn't. The vehicle is like an expensive computer and very delicate. My family and I haven't been able to enjoy it because of this issue, and the dealership seems too busy and unconcerned about it. *** contacted me to acknowledge my concerns but hasn't called back, and now I'm stuck. This is really sad. This dealership only seems to care about selling the vehicle and not about the customers' legitimate concerns. That's why I filed a complaint with the ComplaintsBoard.com. *** made me feel like they cared before I financed this vehicle. All I'm asking for is to fix this issue. This is poor business practices. I won't be looking for another vehicle from Patrick Cars in the future. I've received better service from *** Dealership, and their cars are less than half the price of this Ranger Rover. I'm highly disappointed in the interaction I've had and how they always put me on hold and call me back two days later when I call the dealership. I work really hard for my money, and Patrick Cars has shown me that they don't care about the average working customer or a returning customer.