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This complaint concerns the absence of…

This complaint concerns the absence of required diagnostic documentation supporting a customer-paid repair performed by an authorized Jaguar Land Rover retailer.On November 18, 2025, my vehicle was diagnosed by Land Rover Bethesda for a no-start condition. Based on that diagnosis, I was charged for and authorized replacement of the main and auxiliary 12-volt batteries. That repair decision necessarily relied on diagnostic testing performed at that time.The retailer has since stated, in writing, that the pre-repair diagnostic records from that visit cannot be produced because the file is “closed and filed.” Jaguar Land Rover Customer Care has confirmed that it does not have access to those records and will not require the retailer to provide them.The absence of the diagnostic documentation that formed the basis for a customer-paid repair is not a service dispute. It is a failure of required diagnostic process and record retention. A repair was performed, billed, and justified based on diagnostic conclusions that can no longer be substantiated.Further compounding this issue, the retailer later represented that the replaced batteries tested within acceptable limits, directly contradicting the original basis for replacement. Without the original diagnostic records, there is no way to reconcile these conflicting positions or validate the necessity of the repair.I am requesting appropriate remediation for a customer-paid repair performed without producible supporting diagnostics, including reimbursement of charges incurred. At a minimum, this complaint seeks acknowledgment that diagnostic documentation supporting a paid repair is required and that its absence represents a procedural failure.This complaint is submitted to document a breakdown in diagnostic accountability and to seek resolution consistent with Jaguar Land Rover’s service and documentation standards.

Date of experience: Jan 07, 2026