Excellent Experience - Drew
We purchased a pre-owned vehicle this morning from Momentum Jaguar and worked with Justin Shutter. I had spoken with him on the phone prior to our visit and he had the vehicle we had discussed all ready to go. It was exactly as advertised and after a short test drive we went inside to work out the deal. He treated me with the utmost professionalism and we are very happy with our purchase.
Buying was good, service not so much - Ken B
Why I won’t have another Jaguar and it isn’t due to the quality of the car. It is due to the service at Jaguar Houston Central
Early December 2016 my 2013 Jaguar XK told me it needed new brake pads so I made a service appointment. After taking the care in on December 19, I was told it would take a couple hours so I decided to wait. An hour or so later they came out and said they noticed the water pump was leaking and since it was under warranty they were just going to fix that. This meant the car wouldn’t be ready until the next day so they took me home. This was no issue or hassle to me at all. So far I was still very happy with the dealership.
The next day I got a call that they were having trouble getting the water pump off so it may take a couple days. They offered to get me a loaner car which I took them up on. Again, so far I was still happy with them. The next day(12/21) I received a call that they had broken a boldttrying to get the water pump off and were trying to determine the best way to go forward. It would be another few days. Now I am not so happy because this wasn’t a quality issue with the car but human error in breaking the bolt. But I do understand that sometimes things happen.
The service rep informed me on 12/22 that they were needed to take the engine out of the car to attempt drilling the bolt out of the engine block. The engine in my car needed removed due to human error which seriously concerned me.
The engine was sent to a machine shop to remove the bolt and when it was returned around 1/23, the service rep informed me the service manager wasn’t happy with the repair and that I would probably need a new engine. Then on 2/2 they called to tell me my car would be ready the next day and they were able to put the original engine back in.
Here is the part where I have lost all faith in the service at this Jaguar dealer and in the car maker itself since they allow this to happen. I wanted the service center to provide an extended warranty on the engine/drivetrain since the engine was removed due to human error on their part. The service manager refused and then would not even offer to SELL me a warranty since my car was now under 3 months of the original warranty expiring. My car was NOT 3 months away from the original warranty expiring when they broke the bolt, but was when they finally had a resolution. If they had confidence in their repair, an extended warranty is a pretty cheap way for them to stand behind their work. But they would not which is an indication of how they think this will hold up.
My wife and I tend to keep our cars 7-10 years and since Jaguar doesn’t make the XK anymore, I fully intended to keep it a long time. My wife has been a long time Mercedes Benz owner but was considering the F-Type. I had been a Jaguar proponent since purchasing the XK. Both of these things have now changed due to this service experience. I will go back to being a Porsche customer and my wife will probably stay a Mercedes owner going forward. I will make sure I express my feelings about Jaguar, based on the service experience to anyone I can.
By not standing behind their work and putting the full risk on me they have lost me as a potential customer and have turned my positive feelings about the car into extremely negative feelings. Feelings that I will not hesitate to share whenever I have the opportunity. This experience was not due to the quality of the car, but to human error by the service department. And they refused to stand behind that work with any warranty and refused to offer me a warranty I could purchase. That tells me a lot.
I have no complaints about Renee the service advisor. She did what she could.
Wonderful buying experience! - Stephanie Willrich Pennell
We had a great buying experience with this dealer. The sales and finance representatives were wonderful - friendly, professional, thorough, and relaxed. I recommend this dealer.