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Latest Jaguar Dealer Reviews

Jaguar Land Rover of West Columbia - Clarksville, MD

On 10/25/2014 9:52:26 PM Jr570 wrote:
My wife bought a used LR4 from this dealership two weeks ago. She asked for two things prior to the sale: a thorough detail of interior (which to us is pretty much standard from most reputable dealers) and the replacement of a worn out volume knob. What followed after the sale was a series of customer service blunders that couldn't be rectified even after the dealership manager, Mr. Smith, got involved to "personally see to it" that they delivered what they promised. The customer service at this dealership pales in comparison to Lexus and Mercedes. Make no mistake, this is a no frills, self-serve Land Rover dealership that will agree to whatever you ask to close a sale and then pretend like you never agreed to anything afterward. Be sure everything is in writing. They don't seem to communicate well with each other, so information doesn't get passed along. For example, here's my exchange with Mr. Smith:


Thu, Oct 9, 2014 4:31 PM

Mr. Smith,

The vehicle was just returned to me and I must say I am incredibly disappointed at what your dealership calls a thorough detail. This car could not have been cleaned. The interior cup holders have a layer dust and particles and there are splashes of soda or coffee near the bottom of the driver seat. See attached photo. This stain was there when I test drove the vehicle in early September.

I was also surprised to see my gas tank was near half empty. Perhaps having it topped off as a gesture of good customer service considering the circumstances is too much to ask. When I asked the technician for the President 's Club card I was told it would be mailed to me. The reason? It was getting late and they wanted to make it to my office before I left. Does it really take several hours to print or make a card? And why mail it when someone from your dealership could have handed it to me today?

You may understand what good work and customer service is but the rest of your employees do not.



------ Original message------

Date: Thu, Oct 9, 2014 10:30 AM


YES ! I am so sorry, he should have dropped off a loaner for you. Do you need a vehicle ?


General Manager
Jim Coleman Land Rover Jaguar




-------- Original Message --------
Date: Thu, October 09, 2014 9:47 am

Mr. Smith,

Did you intend to provide a loaner vehicle while my LR4 is being serviced today?

Just wanted to clarify this because the technician who picked up my vehicle a few minutes ago was not instructed to leave a loaner vehicle.


------ Original message------
Date: Mon, Oct 6, 2014 4:07 PM


Thank you very much for reaching out to me. At this time the only thing I can do is apologize for your experience. I am extremely upset after reading your email that your concerns have not been addressed correctly and will personally ensure tha you are taken care of.
We have the front tag bracket in stock and I have ordered a new "fascia" to replace the volume knob. The knobs themselves cannot be individually replaced and as soon as the new one arrives we will be happy to install it for you. It should only be a couple of days.
Replacing the fascia will require us to have your LR4 for a few hours. Please let me know when a convenient time would be for us to pick up your vehicle, provide you with a loaner car and bring the LR4 to the dealership for the corrective work to be done. While the vehicle is here, I will personally make sure that is completely detailed, inside and out.
Thank you for your comments, they do not fall upon deaf ears. I understand the value of a good "on-line" reputation and I have addressed this particular issue with all the parties involved to ensure this does not happen again. Client input, good or bad, is always invaluable and only goes to assist u in refining our procedures and processes.

Regards,



Chris Smith
General Manager
Jim Coleman Land Rover Jaguar


I purchased a used Land Rover vehicle from your dealership on September 27. My salesperson, Michael Cortijo, was friendly and initially very responsive to my e-mail and text requests for more information about the vehicle. However, the lack of customer service I received an the misinformation that followed after the purchase of the vehicle was awful and not at all what I would expect from a dealership such as yours.

Prior to my decision to purchase the vehicle I asked Mr. Cortijo if the stained, sun-bleached volume knob in the dashboard could be replaced and the vehicle interior be thoroughly cleaned (as I noticed some stains and food crumbs in areas of the cabin during my test drive). While I did not implicitly say that my purchasing the vehicle was contingent upon the vehicle cleaning and replacement of the volume knob, I made it clear that these two things were an issue for me and Mr. Cortijo agreed to clean the vehicle andreplace the knob

When my husband and I arrived to take delivery on the vehicle on September 27, we were surprised to see the car interior had not been cleaned as requ

Park Place Jaguar Dallas - Dallas, TX

On 10/25/2014 8:06:21 AM rmiddle01 wrote:
This was the first time that I purchased a Jaguar from Part Place, and the experience was great. The the salesperson there never pressured me and answered all of my questions.
Thanks for the Great Experience