My Review Of Patrick Jaguar Land Rover:
This is quite possibly the worst experience I have ever had at any dealership, regardless of the brand. On the way home from a 60 mile round trip, I heard a knocking sound from the engine. Once I arrived at home, I decided to have my vehicle, a 2007 Jaguar X-Type towed to this dealership with the hope of preventing any further damage. I called the dealership and made an appointment for 9:30am the next day. I called the dealership first thing in the morning to confirm they had taken my car in and had everything they needed. My service advisor, Matt Herzog assured me they had everything they needed and told me they would call once they had the opportunity to diagnose the car.
When 2:30pm in the afternoon came around and I still had not heard anything, I decided to stop by the dealership on my way home from my horse stables to try to get an update. Upon inquiring about my vehicle, I had noticed it had not moved from the parking space it was put in by the towing company the previous evening. Matt claimed he only had one “certified” Jaguar technician with a high level of experience on the X-type cars and was only comfortable letting him look at and diagnose the car. This technician was tied up on other things but he was still hoping to have the car looked at before the end of the day. Later that day I received a phone call from Matt stating “he ran out of daylight” and wasn't able to get to my car but would have it looked at first thing in the morning my this X-type expert technician. I had now lost an entire day.
When 2:30 in the afternoon the next day (12/12/13) came around and I still had not heard a word about my vehicle, I again called Matt. Once again he explained they still did not have any answers and the “specialist” had once again been pulled away for other needs. At this time I explained my frustration with having a 9:30 am appointment on Wednesday and we had now been approaching two full days with no answers and no car. I told him I should have been informed the car wouldn't be looked at on my appointment time and if they were that busy, I could have taken the car to another dealership. Matt took a very condescending tone with me and said that wasn't the case and he would let me know something by that evening.
About 5:30 pm that same evening, (12/12/13) I finally received the call from Matt to inform me “we were dealing with something major deep in the engine” but had no definitive answers. The “technician” basically turned the car on, heard the knock, turned it off and called it a “diagnosis”. No oil pressure test was performed, the oil was not drained to see if there was metal particulate, no compression test, nothing whatsoever. When I asked what next steps were, all I head was silence and an “I don’t know what to tell you”. When asked if it could be repaired, the reply was that it would cost $1300.00+ to tear down the motor for a full diagnosis at which time if the car was determined to be un-repairable, I would basically have a “$1300 bill and a car that was apart”. At no time did I get any answers, solutions or even so much as a suggestion as to what to do next. To add insult to injury, I was told there would be a $135.00 charge for the “diagnosis” which after “miscellaneous fees” and taxes came out to be $160.71. When including the towing charge, I have now spent $260.00+ and know nothing more than I did when the issue started and I have lost nearly 3 days. I had the car picked up from the Patrick dealership late Friday morning and taken to a very reputable import repair facility for a full diagnosis.
To say I have been soured on Jaguar due to this experience is an understatement. As a business owner myself, I would never dream of treating a customer like this. I was never for a minute treated as anything more as a nuisance for hoping to have my 6 year old used car serviced by this dealership. Never once was I given any consideration as a possible future Jaguar buyer, new or used, even though my car was approaching 100,000 miles and I was seriously in the market. Perhaps it was because I looked a bit disheveled when I came into the dealership from my horse stables or maybe it was that this car had little perceived value in the eyes of this service department. Regardless of the reason, I can assure you it won’t happen again because I will never give Jaguar another opportunity to win or lose my business.
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Patrick Jaguar Land RoverAdded:
12/20/2013 10:36:38 AM
Hello, this is Steve Kahn, Customer Relations Manager with The Patrick Dealer Group, we are very disappointed to hear that you had a negative experience at one of our dealerships. We would like to discuss this situation with you. Please email me your contact information to email@example.com and I will follow up with you shortly. (847) 619-4526 - Direct Line