Review Time
Terrible Customer Service!! Do not buy from them!!My car was on a recall which they denied and i paid for the repairs myself as so dangerous. Fastforward due to the number of accidents, they have announced an official recall. I called, was asked to put in writing, I then had to call 5 times to speak to a lady called Imogen, who confirmed they could not help. When i asked to escalate she said there was no where, she was the highest my complaint could go to and refused to give me any other contact. Im calling for legal advice. The irony is that I was looking to buy a new E-PACE, not any more!!
Until a couple of days ago, we owned a 2017 Jaguar F-Pace 2.0d R Design, bought at 8 000 km from the local Jaguar dealer Autobritt SA. The first signs of wear started to appear on plastic surfaces around 90 000 km - button prints on the steering wheel controls and the on/off button of the entertainment unit started to rub off. Annoying, but not serious. Then the radio connection started to die randomly - we would get the message that the radio unit was not available, and this could last from a few minutes to a couple of hours, usually reconnecting after we would switch the engine off and lock the car down, then turning everything on again. Again, annoying but not serious.Then, at 120 000 km, the turbocharger blows up and the turbine blades are smashed and bits of metal get sucked into the engine. Needless to say, repairs are at our charge and they cost a couple of thousand francs. Not only that, but the replacement turbocharger breaks down less than 20 000 km later; luckily it was still covered by warranty. Pretty frustrating at this point. Then, on April 2, 2024, as we are driving on a busy motorway in the south of France doing 130 km/h, surrounded by other cars and lorries, suddenly I get a red warning light in the dashboard showing 'critical oil level', and less than one minute later, I lose all engine power, steering, etc - the car is basically dead. It was almost by miracle that we were able to move over closer to the emergency lane without anyone running into us, and that the car came to a stop in one of those havens on the side.We managed to get the car repatriated to Switzerland - expensive proposition, by the way - and two days after it is brought back to the dealer, we get a call from them basically telling us there was a total engine failure and it is beyond repair. When we ask what was the reason for the failure, they shrug and say they don't know as there can be multiple reasons for it - obviously they did not feel like making any effort for a car out of warranty, and had absolutely no empathy for the whole situation.We sold the car for 4 500 francs to a scrapyard; it was seven years old and had 147 000 km on the clock and on the second hand market it would have been worth 20 - 23k. Needless to say, this was the first and last Jaguar we will ever buy.
Bought a 2 year old Range Rover from Peter Vardy Aberdeenshire and had it delivered to Essex. I have been very disappointed with the vehicle. A string of faults, service light constantly on, parking sensors disconnected, wheel alignment out, damaged front bumper, parcel shelf broken, intermittent rattle within the car. The car was taken to JLR Woodford who rectified most of the issues, however two months on the central locking failed, I couldn’t lock the car and had to take the car back to JLR Woodford due to security reasons. The tailgate would not close properly, they had the car for a week and replaced some parts in the tailgate and notified me that the tailgate is actually out of alignment and needs rectification, they however do not carry out bodywork repairs. I notified Peter Vardy on several occasions and they have not responded to several emails and telephone messages. Their customer service aftercare is pathetic to say the least, even their complaints department don’t respond. I’ve been told by JLR Southend the bodywork is not covered by the warranty? I received a quote from an approved JLR bodywork company and I’m now having to cover the cost of £1000.00. I WILL NEVER BUY OR RECOMMEND BUYING A ANOTHER PRODUCT FROM JLR, their happy to take your money at the point of sale, but totally wash their hands with their aftercare service.
Absolutely shocking customer service. Very contactable when trying to get the sale, and quick to take your money. No interest once they’ve got it though. A catalogue of issues since I picked the car up and appears impossible to get them resolved. 4 months later and 3 dealerships contacted, been let down again. Wish I’d never got the car because all it’s been is a headache. Customer service is a joke.
I Purchased a van on the 23/03/24 and it broke down on the way out and the garage told me it needed a oil change as it had been sat there for months, waited 1.5 hours then my partner drove my van back, an hour down the road the van broke down again on the side of the motorway, I called the garage and they advised me to use my insurance and I insisted they get my partner towed, the garage called me back and told me they are going to tow the car back to the garage but I would need to collect my partner from the motorway, I was so annoyed with the whole situation and response, I then had to drive an hour to pick my partner up from the side of the motorway with the highways agency sat with her, it took 6 hours to get towed.I called today for an update and they told me they have not looked at the van yet and they will update me tomorrow, I explained my frustration and there response was 'what do you want me to do' and I said you have not even apologised for what had happened and the situation you have left us in and there response was 'if you want me to say sorry then I will say sorry' then he started to shout and I put down the phone.It seems the company do not check there vehicles prior to selling as I had a van with no oil in and that broke down.The garage seem to think they were doing me a favour because they got the van towed when it broke down and hour from the garage and then left my partner on the side of the road, the garage do not care.I really hope this does not happen to anyone else as it was a total nightmare.I still do not have my van back or an update as i have fallen on death ears and it is now the 11/04/24 and I am unable to work.The Finance company have also stepped in and they are having the same issues, they have advised me that they are contacting the consumer rights for customer protection of unfair trading and I will be doing the same.The next step for me now is to be making an application to the court.
I ordered a new F Pace in late March 2023 from Lookers Glasgow. After a 6 months wait and subsequent £4,000 depreciation on my then F Pace, my new car was finally ready for collection. At that point I should have paused for reflection, why are Jaguars depreciating at such a great rate? Here’s why! ….Almost immediately after purchase the car alarm would trigger throughout the night for no apparent reason. There were other intermittent faults when locking the doors and closing the boot from the key fob, which when reported to JLR, advised me to call Roadside Assist, which carried an indeterminate response time. I reported these issues to lookers in early December and only when I reminded the Service Manager of their liability for the security of my vehicle did a part become immediately available - despite it being on 4 month’s back order the day previous.When this was escalated to JLR Corporate their indifference towards the security of my vehicle mirrored that of Lookers. BUYER BEWARE!!!
Contacted Land Rover customer service to try and get some updated security on my car due to all the thefts.I was told none available.I tried to get some insurance from their newly formed Land Rover insurance company set up to assist Land Rover owners get a fair price insurance due to all the thefts of these cars.They wouldn’t insure me because of my postcode, I re submitted my details with a Cheshire postcode and they offered me insurance ( but can’t accept it because I don’t live there)I am 64 and my wife is 63yrs old, we have not had any points on either of our licenses for over 30yrs and never claimed against a car insurance policy for over 40yrs. Which we have our protected no claims bonus.Our Landrover is placed behind 10ft high security gates at our home and fitted with a stop lock Pro steering wheel lock and also under 24hr Cctv, we also keep our keys in a metal box at night to prevent keyless theft!You would think we are a pretty safe customer to have on your insurance books, but no not Land Rover.Despite many many emails to their customer service they keep saying they are biding fair and equal to all its customers.They keep denying it’s because of my postcode (Oldham, Manchester).So despite selling me a poor quality security system on my Land Rover they do nothing to assist me.My car is plummeting in value because of all the thefts and I can’t get affordable insurance for it and Land Rover customer services could not give a flying toss about having any responsibility for it.I have no option but to sell my Land Rover for a pittance of its value and buy a car we can afford to insure.DO YOURSELF A FAVOUR AND AVOID THIS SHOWER OF IMMORAL CAR MANUFACTURERS, THEY WERE WARNED THESE CARS WOULD BE STOLEN EASILY YET DID NOTHING TO PREVENT IT, THEN WASHED THEIR HANDS WHEN THE PROVERBIAL HIT THE FAN!
This dealership have had my vehicle for over 4 months on 2 separate occasions. They have carried out £4000 worth of repairs and the gearbox fault I booked the car in for is still there. They now want me to pay for the gearbox fault fix!! They will not give back a refund for the money taken and refused to tell me my car was safe to drive home and suggested I towed it home!! It drove into the garage with a gearbox fault and they have made my vehicle unfit and unsafe to drive! Now they want me to pay more to tow it away! Apparently Clive Hammond was happy with this outcome. No refund. No apology. Nothing. Motoring Ombudsman is now involved.And the update. They take back the courtesy car, my car is still at the garage. And the advise is my car is driveable but they will not recommend I drive it! So that would make it not driveable! I gave back their courtesy car with petrol and valeted, washed and cleaned because I know what respect is. In return they want me to pay for the same repair the car was booked in for on 13th October 2023 which my March 2024 is still not fixed and pay to tow my "driveable but they dont recommended I drive it" car home.
Just received a service on our 2018 Range Rover. Unable to drive it to Exeter, (we coincidentally, both had medical issues so unable to drive for a month). Although no collection of vehicles in the near future the Operative to whom we spoke offered to pick it up and return it to and from work, provided the service could be arranged. We received a return call arranging date and time. Prior to the designated date, further call, from our designated contact, confirming the time and requesting both keys as also a security update. On arrival paperwork was exchanged and our car taken. Within the hour a video was sent, (plus a follow up call to ensure we received it). The video contained a mechanic examining our car. There was no ambiguity, it was our car, no cutting or splicing to add extras etc. The Mechanic showed us each item and issues. The vehicle was returned on time fully valeted accompanied by a sheet of items checked with a ‘Traffic Light’ score. Green, zero attention, orange - may need changing/repair at MOT. red - needs immediate attention. Our designated contact delivered the car back to us on time, on their way home, even though it was out of her way, fully valeted, exchanged paperwork, explained everything to us. What excellent service in more ways than one.
Well done JLR. You have just managed to upset your entire I Pace community by preventing third party software access to your cars. So with no notice, my £750 charger can't take advantage of Octopus night rates, the well used Wattcat app can't read tyre pressure, control charging or show my 'tank' contents. You've used a sledge hammer to fix (!) controllable authorisable access to essential services!
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Jaguar Land Rover Automotive PLC is the holding company of Jaguar Land Rover Limited, a British multinational automotive company with its headquarters in Whitley, Coventry, United Kingdom, and a subsidiary of Indian automotive company Tata Motors.
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