Horrible Experience at Melloy Jaguar, April 10-11, 2013
One of the worst experiences ever - with the new Service Manager Joe. Joe seemed stressed and hot under the collar and behaved rudely and unprofessionally with us (my wife and I) to the point where we had to remind him to chill and behave himself. Also, he overcharged us yesterday by over $150/- and I just had to spend another $140/- extra on a battery (rather than free warranty replacement at Firestone) because at Jaguar they installed the wrong battery (Bosch rather than Interstate one we had) when we told them that we did not need to pay for a Jaguar battery they had already installed without checking with us. He still charged us ($370) which included labor for first installing unauthorized battery and then removing it. We were expecting to pay ~$200 w/o the Jag battery since he had said it was ~400 with the battery and battery was $185 + Tax + labor. So what we experienced and feel is that he was either vindictive or less than competent (see below). This is unlike the excellent service we are used to from Melloy Jaguar until now; thanks to Cory, the parts manager, Allen McKean, previous service manager and competent mechanics.
We would like Melloy Jaguar to refund us the $290/- we spent out-of-pocket and several frustrating hours dealing with the issues. Perhaps it's time to sell our Jaguar since Melloy is the only dealer in the state. Here is a chronology of event.
Wed AM (April 10) - AAA tows our car to Melloy Jaguar Service for unknown fault and not starting.
Thursday AM (April 11) - I call and talk with Joe. He says can't find what's going on. I suggest, being an engineer, it seemed like an electrical problem. He says he will pass it to the mechanic. We did not receive a call with estimate as we were supposed to before performing repairs. At 3 PM, Joe calls and says it's fixed. I asked what the bill is? He says it's ~$400. When asked what work was done, he said mainly changed the battery and reset the impact switch. He further stated that the Interstate battery that was there was leaking (acid). I asked how much the battery cost. Joe responded that it was $185 + Labor + tax. I told Joe that we would rather not spend the money on battery since Firestone would replace it for free under warranty (it was 2011 bought with 3 year free replacement). I called Firestone and they said they would replace at no charge. When we picked up the car, Joe says it's $400 w/o the battery. When asked how come since w/o battery we expected it to be $200. He says we don't work for free in an insulting tone! He takes off a few $s for the labor associated with removing/reinstalling the battery w/o our prior authorization. We end us with $370, including an oil filter (~20) we bought.
Friday (April 12th) - At Firestone for battery replacement under warranty. Fire stone looks at the old one and it's not an "Interstate" but Bosch. I am shocked. Called Joe and he says this is the battery that was in the car. Unbelievable!. I have the Firestone receipt in the glove compartment from 2011 for the Interstate battery. I believe that while at Jaguar, the wrong battery ended up in our car be it intentionally or inadvertently … we ended up with the wrong battery when Jaguar changed the new and old battery again. Paid a discounted price $140/- to Firestone.
Even though we love Jaguar, this experience leaves much to be desired. We may just sell it so we never have to deal with similar situation at Melloy Jaguar. We expect a refund of $290/- and an apology from Melloy Jaguar.
I understand that Dan Melloy is the owner of Melloy Jaguar.