jlr.com

Worst experience ever

On March 23, 2025, I booked an MOT service with Grange Jaguar Land Rover Swindon for May 5, 2025. My booking was confirmed via text message. However, on April 29, 2025, I received a call from Swindon Jaguar Land Rover informing me that the MOT appointment could not proceed as scheduled due to the company transitioning to a new name. I was assured that the MOT would still be carried out on May 17, 2025, at the same time, on a Saturday morning. Understanding the circumstances, I accepted this change.On May 1, 2025, I received an email stating that Grange Jaguar Land Rover would become part of Marshall Motor Group, but that all bookings and service plans would remain intact, with no action required on my part. However, on May 13, 2025, I received yet another call stating that my MOT could no longer be carried out at all.During this conversation, I spoke to a manager—whose name was not provided—who repeatedly stated that they could not fulfill my booking and instead arranged an alternative MOT appointment at a different garage. Initially, I was not informed which garage this was, but I later learned that it was Kwik Fit. I want to make it clear that this alternative is completely unacceptable to me. I specifically chose to book my MOT with Jaguar Land Rover because I have had negative experiences with third-party garages in the past. This situation has caused significant inconvenience and frustration, as I had expected the services promised under the Jaguar Land Rover service plan to be honored.Furthermore, the attitude of the manager I spoke with was extremely unprofessional. He showed little concern for the difficulties I was facing, repeatedly stating that I had booked with Grange Jaguar Land Rover rather than Marshall Motor Group, and that they could not accommodate my service despite prior assurances.

Date of experience: May 13, 2025