To Whom It May Concern: 12/20/2017
I purchased a used 2002 Jaguar xj8 in April of this year knowing that I would need to have some work done on the vehicle. I had a few problems with the vehicle but the most pressing issue was that the vehicle would shut down while being driven. I took the vehicle to the local Jaguar dealership believing they would be able to repair the car better and faster than anyone else. I was mistaken. They did replace parts and work on the vehicle but they never corrected the core issue. The last 2 times I took the vehicle in, it sat for over a month. Each time they told me they had brought the car into the shop to be worked on and that the car had been driven several times by employees of the dealership but that they could not "duplicate" the problem. After picking the car up on both occasions it stopped running within 15-20 minutes and had to be towed. How could they drive the vehicle with no problems and I could not drive it for a day without needing to be towed. After the last visit to the dealership they told me they could not fix the problem and did not know what the problem was. I then took possession of the car and went to put gas in it. When I tried to lift the tank cover I could not. I noticed that there were several scratches and scarring around the tank lid. The lid had somehow been broken and someone tried to pry it open. After a recommendation, I took the vehicle to Bavarian Auto. A local mechanic shop that works on foreign vehicles. Within the day they had diagnosed the issues and within 3 days had the vehicle running properly. They were kind enough to bring me back into the shop, show me the parts that had to be replaced and walk me through the issues. They explained that the Jaguar dealership could not have done a true diagnostic test and that they should have been able to repair and replace the proper parts. I drove the car for a week to make sure the problem had been resolved and then made an appointment to speak to the GM, Steven Sconzo on 12/20/2017 at 0830. My desire was to lodge a complaint and express my concern that the car had not been worked on properly. I asked to be compensated for rental cars over a period of 2 months and to be compensated for parts that were replaced but did not resolve the issue. After the GM brought his Service Manager in they then proceeded to defend themselves at all cost and blame me for purchasing the vehicle. The GM told me "you must love pain", referring to the purchase of the car. During the conversation they continually tried to defend themselves, the mechanics and point out all the repairs they had made. When I tried to keep the conversation on the main point, which was they had not fixed the core problem and someone else had diagnosed the problem quickly, Steven began to yell and use expletives in his response. He asked me "What the F*** do you want. Your not getting $2,000, you want us to say we F***** up? Fine we F***** up. You keep going around in circles and I don't know what you want." This is the short version of his tirade. I explained there was no need for yelling and profanity and that I had explained when I came in that I wanted to lodge a formal complaint and receive compensation for the rental cars and parts that had been replaced but were not the main problem. Both Steven and Desmond Hagan the Service Manager were very angry because I wanted to stay on topic, they wanted to talk about everything else but what I came in for. I had no problem paying for service, I knew when I purchased the car that there would be issues and I had no problem with the time it took and parts that would need to be replaced. What I had a problem with was 1.) they never diagnosed the issue I brought the car in for, and that someone else had fixed the car quickly and effectively. 2.) paying for car rental fees that were not necessary and paying for parts that did not fix the car. I then ended the meeting by explaining that I thought I had a right to make a formal complaint and seek compensation. The GM offered $500, In his words "I'll give you $500 to go away". By this point I no longer wanted compensation and it was clear they were not going to accept responsibility for not working on the vehicle. I understand people make mistakes. This was not a mistake. It was intentionally not corrected or worked on. I am amazed and disappointed at the hostility and lack of service at this dealership. I've never experienced that kind of condescension and outright hostility from anyone in a service industry.