Jaguar Land Rover North America, LLC (JLRNA) is committed to the resolution of customer matters that are brought to our attention. However, there may be instances where a mutually satisfactory resolution is difficult to achieve.
In the unlikely event that neither retailer/authorized repairer personnel nor our Customer Relationship Center are able to satisfy your concerns or otherwise resolve any complaints to your satisfaction, please note that JLRNA participates in the BBB AUTO LINE®. BBB AUTO LINE® is a dispute resolution program administered by the BBB National Programs through local Better Business Bureaus.
Some states' Lemon Laws require you to use the BBB AUTO LINE® arbitration program before filing a court action pursuant to that law. To determine whether your state's Lemon Law requires prior use of BBB AUTO LINE ®, please see the appropriate page in this supplement.
BBB AUTO LINE® is an out-of-court program administered by the BBB National Programs to settle disputes between consumers and automobile manufacturers. For your information, the following are answers to some of the most commonly asked questions about BBB AUTO LINE®.
You are free to contact BBB AUTO LINE® directly for more information. They can be reached at:
No. BBB AUTO LINE® is a program administered by the BBB National Programs, Inc., an independent organization providing arbitration and mediation services to the public for over 30 years.
You may file a claim with BBB AUTO LINE® at www.bbb.org or you may call 1-800-955-5100, option #2 and provide the following information:
After your claim is filed with BBB AUTO LINE® you will be sent a copy of the Customer Claim Form that summarizes the information you provided to them. You will also receive JLRNA's Program Summary, the brochure 'How BBB AUTO LINE® Works', and other information to explain how the program can assist you in resolving your dispute.
You will be asked to review the Customer Claim Form, correct any errors, add any missing information and return a signed copy to the BBB, as well as send to the BBB all relevant documents that support your claim.
When the BBB opens your case they will provide us at JLRNA a copy of your Customer Claim Form.
No. JLRNA has contracted with the BBB National Programs to provide this service without charge.
Once you contact BBB AUTO LINE®, BBB staff may try to help resolve your dispute through mediation. If mediation is not successful, or if you do not wish to participate in mediation, eligible customers may present their case to an arbitrator at an informal hearing, at which time each side will have the opportunity to present its side of the case. After the hearing the arbitrator will make a decision regarding the remedies that you are seeking.
Yes. Not all claims are eligible for arbitration. Eligibility is limited based upon the age and mileage of your vehicle. Additionally, JLRNA has pre-committed to arbitrate certain unresolved claims relating to our vehicles. For example, claims must allege a defect in the vehicle’s material or workmanship, and/or an inability to repair the vehicle so that it conforms to the written warranty. All of JLRNA pre-commitment eligibility requirements are found in our Program Summaries, which you may obtain from BBB AUTO LINE®.
The arbitrator’s decision will ordinarily be issued within 40 days from the time your complaint is filed.
There are various remedies available to a consumer who seeks to arbitrate a claim through the BBB AUTO LINE® program. You may seek repairs, reimbursement for past repairs, and repurchase or replacement of your vehicle. Under some circumstances, you may also seek additional amounts. This is just a summary of the remedies you may seek; for a complete itemization, you may contact BBB AUTO LINE® directly or our offices for a copy of the Program Summary.
You are free to reject the decision issued by the BBB arbitrator. If you reject the decision, you will be free to pursue further legal action at your own expense. If you accept the arbitrator’s decision, JLRNA will be bound by the decision and will comply with the decision within a reasonable time not to exceed 30 days after we receive notice of your acceptance of the decision.
Again, we hope that you will find this program unnecessary after contacting us directly, but we do want you to be aware of this very important service.