Jaguar, Land Rover, Volvo Cars of Indianapolis

Erick responded

Thank you for responding. The issue was not simply a fluctuating portal display. When I booked the service online, I selected the Factory Maintenance package in the $600–$700 range. At intake, there was no clear disclosure that the service package had changed to the higher-priced $1,048.95 Dealer Menu package. That difference was not explicitly acknowledged at drop-off. The following day, when I reviewed the portal after declining additional services, the total displayed was $653.84 — consistent with what I originally booked — and I clicked “Reviewed and Approved” at that amount. After I questioned the discrepancy, I was told the lower portal total was a “clerical error” due to labor not populating. However, once the final invoice was provided, the labor amount and total charges did not reconcile with that explanation mathematically. The numbers simply do not align with a missing labor line. If the portal had simply been “missing labor,” then: $1,126.91 (final total) – $691.47 (labor) = $435.44 The portal displayed $653.84, not $435.44. That is a difference of over $218. The math does not reconcile with the explanation provided. Additionally, the portal later reflected a total of $1,439.62, creating further confusion. Transparency is not simply stating that the signed intake document controls. Transparency would have required clearly acknowledging at intake that the service package differed from what was originally booked. And when questioned, the explanations provided should have aligned with the actual invoice math. My concern remains the inconsistency between: • The service booked • The signed intake document • The portal total reviewed and approved • After I raised concerns, the portal price jumped again • The subsequent explanations I have retained documentation supporting this timeline. I hope this clarifies why this experience raised legitimate concerns.

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

Erik, Thank you for taking the time to share your experience. We understand how discrepancies between online booking tools, service portals, and finalized service documentation can raise concerns, and we take those matters seriously. For clarity to other readers, when a vehicle arrives at our facility, the final service package and pricing are reviewed at intake and documented on a signed maintenance service document prior to any work being performed. That signed document reflects the specific VIN based, manufacturer recommended service package discussed at drop-off and serves as the controlling authorization. In this instance, a software display issue within the service portal caused certain line items to populate incorrectly at one stage of the process. While the portal view fluctuated due to that clerical display error, no post-signature price increases were made to the authorized service package. The work performed matched the service documented and signed at intake. We recognize that system inconsistencies can be frustrating, which is why we reviewed the matter thoroughly and provided full documentation directly to the customer. Transparency, documentation, and manufacturer aligned service standards are foundational to how we operate. We encourage all customers to review their intake documentation carefully and ask questions at any time our team is always available to walk through services and pricing in detail before work begins. We stand behind our process and remain committed to clear communication and trusted service for every client. - Brandon Branam - Service Manager - Jaguar Land Rover - 317-848-1104

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

Ricky, thank you for sharing your excellent feedback about Zach and the rest of our team! We appreciate your business and we hope to see you again at Jaguar Indianapolis.

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

I'm really sorry to hear about your negative experience. This doesn't align with the high standards of customer service we aim to provide, and we take feedback like this seriously. If you'd be open to a conversation about what happened, please reach out so that we can address any issues and hopefully make things right. Thank you, Greg Welker - Sales Manager - 3178481030

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

Thank you for your continued business! We're glad to hear Todd at Jaguar Indianapolis made your experience smooth and accommodating. Enjoy your new car!

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

Thank you for sharing your experience with James and the team! We truly appreciate your business, and we hope to welcome you back to Jaguar Indianapolis again in the future. Enjoy your new ride!

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

It's disappointing to hear about your experience with the brake assessment. We strive for accurate and honest evaluations, so it's concerning that our advice didn't align with what you later found. If you'd like to discuss this further or have any other concerns, please feel free to reach out. Thank you, Brandon Branam - Service Manager - Jaguar Land Rover - 317-848-1104

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

Darren, thank you for the great review. We look forward to seeing you again at Jaguar Indianapolis!

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

Carman, we're delighted to hear that Jim and Jake provided you with such a positive experience at Jaguar Indianapolis. Thank you for sharing your feedback!

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

Shawnte, I'm truly sorry to hear about your frustrating experience with us. We see you came in to the dealership in November at 16,835 miles with a noise at start up and shuttering when braking. We diagnosed with no fault found on either issue you had then. You now have 19,890 miles on your car and you need new brakes and rotors. You purchased the car with 9000 miles. Brakes and rotors are not covered under the manufacturer warranty, but we did offer to take care of $1350 worth of the cost of repairs on your vehicle. Please let us know when you would like to have repairs preformed and return your free loaner vehicle. Tom Wood Land Rover Management

S. Flo responded

I have the paperwork saying that my brakes were in good standing. Quite frankly, I’m not trying to fool anyone with this review but stand on truth. The truth of the matter is Jaguar Indianapolis sold me my car w/bad rotors and when I brought my car back (one month in to having it), the service department insisted that my brake system was fine on 3 separate occasions. The 4th time I brought my car back for the same issue, the rotors are all of a sudden warped. Also, I finally talked to someone w/authority not 10 minutes after posting my initial review. So clearly from your end this is just for show. Google lets you add pictures, so I will post a google review w/the documentation attached

Jaguar, Land Rover, Volvo Cars of Indianapolis responded

Yolanda, thank you for sharing your 5-star review of Lia and Jaguar Indianapolis!