Poor customer service all the way around. From day one with Orlando Jaguar we have not been happy. We are former BMW and Mercedes owners and wanted to try Jaguar as a luxury car option. We love the performance of the F-Pace SVR, but the customer service has not been up to what we have come to expect from Mercedes-Benz or BMW. The initial sales associate Rene drove the car on the test drive like he stole it while telling us that he used to be a race car driver. I get that you want to show the performance features, however literally racing through the streets around the Mall at Millenia and then sitting us in the office telling us to drive it carefully during the break-in period makes them look ridiculous. They spent all of 15 minutes explaining the vehicle features because it was at the end of the day and they were going home.
A brief history about our first service visit last year. The seats were set to come on at the highest heat setting every time we started the car and no one at Orlando Jaguar could figure out how to correct the problem. After charging us $150 for an oil change they said they couldn't even wash the car or vacuum the inside because of COVID, yet they had to "test drive it" after the service.
Fast forward to our most recent service. Several emails about the service appointment they THEY scheduled, but failed to tell us that they moved to a new location. A location that still to this writing is not correct on their website or any of their emails. The day before the service none of their phones were working so we could not contact anyone at Orlando Jaguar. They also offered us $15K under trade-in value to buy the car back, even after we showed them the KBB and JD Power trade-in values. After the service, their service rep said "you will get a survey in a day or two and we appreciate you giving us five stars. If you don't want to give us five stars don't fill it out at all." Well, guess what gentlemen...we are not happy with the poor customer service by Orlando Jaguar at all. In fact, this was the last time we will visit your business and will sell our F-Pace SVR thanks to you. Since there are very few SVRs available in this market I expect that we will be able to fetch a fair price in short order.
People who spend $90K+ for vehicles expect better customer service that what you get at a buy here/pay here used car dealership. Go visit Fields BMW or Mercedes-Benz of South Orlando to see what I'm talking about. They know how to do it right. This is a leadership problem for Orlando Jaguar and I don't expect that they recognize it nor care to address it anytime soon. I hope that this review helps any potential buyers avoid Orlando Jaguar when shopping for a new car or looking for service. I will be posting it to as many review sites as possible.