ComplaintsforJaguar Lakewood

• Initial Complaint

  06/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Parked my car 06/03/34 with no prior issues. Have had the car serviced every year since purchasing it in May of 2018. I moved to ****** in January of 2022. Had the car serviced at Jaguar Lakewood in June 2022. My car has just over 40k mi. The other times it was serviced was in ******, ************* **. Never had any issues with my car in these cities. I came out to start my car 06/04/23 the car wouldnt start & gave me an error message saying cant locate ***. When I pressed the *** & waited a few minutes the car started. I parked it in my ************** attempt to drive it until 06/07/23. When I tried to start the car it wouldnt turn on. Had it towed to Jaguar Lakewood for emergency repairs. ***** said they were busy so the car sat outside for a week until 06/14/23.I had to rent a car from 06/07 until 06/16/23, returning it because it was getting expensive. The rental bill was nearly $800. ***** never once put me on the list for a loaner vehicle. Even after I inquired and he gave loaner cars to other customers. 06/17/23 called and spoke with *****. When I asked for an update on my car and if they were able to fix it. I explained that I had no issues with my vehicle in ****** or *******. ***** then told me to tow my car to ** and have them fix it then and was very hostile to me.06/20 ***** calls me and says they found the issue & that its the result of a factory issue. They ordered the part and it should be fixed in the next week. I call 06/25 & asked if the car is almost ready. ***** says it should be ready by 06/26. When I call at 11am to see if I can come get my car ***** says they installed the ********* still wont start.Total shock, when I asked why? They dont know and its back to square one. Lakewood Jaguar has had my car for nearly a month and still cant tell me what the problem is nor is making it a priority to get me a loaner while I wait. They also wont replace the 7 year old battery and Ive asked several times. Is it because I am black?

  Business response

  08/01/2023

  ******************** vehicle was towed in to our shop on 6/7 with a starting issue that needed to be diagnosed. With a full schedule of appointments for over 2 weeks, we informed **************** we wouldn't be able to start the diagnoses on his vehicle until we were caught up with our current workload. **************** asked for a loaner vehicle at that time, but one was not available. Our loaner vehicles are typically scheduled 3-4 weeks in advance. Our advisor informed **************** that if one that became available, we would try to get a loan vehicle to him sooner. We started diagnoses on ******************** vehicle on 6/14. With the issue not being a common problem, extensive diagnoses were required to determine the fault. **************** called back in on 6/17. When we informed him that the cause of the fault has not been determined, **************** suggested that another shop would have his vehicle repaired by now and asked if he should bring it to another shop. Our service advisor informed **************** that we are doing everything we can to expedite his repair, but he is welcome to use any shop of his choosing at any time. On 6/20 we had determined the likely cause of the issue was the Powertrain Control Module causing the starter not to engage. With this being covered under Emissions Warranty, we ordered the part at no cost to the customer. The part arrived and was installed on 6/26, which did not fix the issue. We spoke to **************** on 6/26, informed of the situation and advised further diagnosis. The issue was then escalated to our shop ******* who opened a case with Jaguar Helpline. It was later determined the fault was in the Telematics Control Unit, not sending the correct signal to the Powertrain Control Module. On 6/29, **************** arrived at our dealership and entered through the back door of our shop where he spoke with our shop *******. At that time, **************** stated his father suggested replacing the battery. Our shop ******* explained that we'd be happy to replace the battery if he chooses, but it had been tested and confirmed that it was not the cause of the current issue. On July 3rd, **************** was provided a loan vehicle. **************** was then provided an estimate for the repairs, which he approved. We then ordered the part which showed on backorder until Week 30, 2023. We've escalated the parts order and attempted to source the part from other retailers, but were unable to locate a quicker replacement. 
  
  
  **************** has been in our courtesy vehicle since one became available and we will continue to provide transportation until work is completed. Ever since **************** expressed his dissatisfaction with the current situation, we provided **************** with our General Manager's direct cell number who has been in continuous communication with **************** and will continue to provide the best service possible for his current situation. We strive to provide the best customer experience possible with every guest and will do what we can to change ******************** current perception of his experience thus far.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Around the first week of December, I took my car to ******** jaguar services because I was having some issues.I knew for sure was something wrong with the battery and I could not turn off the *** functional light of Adaptive Dynamic.I got there they made an Appointment for 12/17 but when I was about to leave the battery died and I need to leave the car there.On 12/10 they call to inform me what was wrong with the car and give me the price of the service.Change the battery replace the Brake pads Fix the front radius And I asked for the oil to be changed and filters to be updated. (Annual maintenance) They told would be $2.700 if the with the annual maintenance, otherwise would be $2.5000 for the service.on 12/15 they called to let me know the car was ready, I informed them that I will be able to pick the car up on 12/18.when I went to pick the car, they told me the service was $3.100.They aligned my car without informing me or my permission, because of the issues I have there before I paid $3.050, they gave me a 10% discount.When I turn the car on, the inside computer said Pads low, I turn the car off to see if was a glitch, the car engine made a huge noise the second time I turn the car on I came back and complaint, they took the car back to the shop.I wait for about 2 hours, and they said the car was good to go.I asked what that noise and they said was something loose they forgot to tune up.I seat and the car and the steering wheel was a vibrating complaint they said was normal.I drove the car in the parking lot, and the car was shaking they said was normal and they could show it in another car, which they never did. I demand my car to be fixed they schedule for me to take the car back on 12/28.I did not drove the car during this period, when I looked at the floor of my garage the car was losing oil.They call to say that they changed the filter that was bad, and they did not find anything wrong with the car.When I went to pick up the car, the car

  Business response

  01/18/2022

  Dear BBB,

  Unfortunately, a portion of the customer's complaint did not come through but we will attempt to answer the known issues she has raised with us.  The customer has received everything she has paid for.  There were a couple of new parts that failed after installation that were replaced, specifically the seal on the oil filter (which caused a slight oil drip) and the brake sensor.  At one visit, we inspected the vehicle for a rattle noise and found a bracket on the catalytic converter was missing. This was not part of any repair and the bolt was replaced free of charge. She then came back in and complained that her car was shaking.  After inspection, the Service Manager did not feel anything abnormal with the engine running. She brought the vehicle back and we inspected it more thoroughly and found no faults or misfires stored and the engine running as expected.  The vibration she is feeling is normal for a its age, mileage (******+) and condition.  *********** Manager drove with the customer and did not feel any abnormal vibration and she was advised of this. When the service advisor spoke to her about some recommendations at her last visit, particularly the missing under tray that appears to have been broken off, the customer became upset and accusatory.  It appears she has lost faith in our service and therefore we recommend that she obtain a second opinion on any outstanding issues she is experiencing with the vehicle. Please contact me if you require more information.

  Customer response

  01/19/2022

   
  Complaint: 16426430
  
  I am rejecting this response because:

  I didn't come back to complain about the car after they kept it for repair, I complained the day I went to pick up the car, but I was scheduled to come back on 12/29/2021 at 8 am,( I have the papers),  after more than two hours I was waiting in a lob for them to fix the huge noise when starting the engine, and some sort of sensor that shows my brake pads were low. (one of the items I paid to fix)
  I already had another diagnostic done at another Jaguar dealership and many of the same things I paid for them to repair prove necessary to be fixed in this diagnostic and serious issues have appeared after they kept my car, which was never diagnosed,  discussed, or presented to me by Stevinson Jaguar. 
  And once again Stevinson Imports changed the prognosis of my car problem, now is the catalytic converter? that was never mentioned before? each time they talk about the matter it's a different issue.
  I have the papers they gave me, where there is no mention of what they say now, one time is my wheels are bent, another my shield is missing now the catalytic, etc. what it is? ., they can't maintain consistency on their stories to defraud me.
  My millage did not change exceedingly in the space of the time they capped my car from the time I pick it up,  my car was not vibrating or shaking before I left there and now vibrates on standstill and strongly shakes when  I drive, pull in on size and increased the shake when I drove the car for the second diagnostic.
  One thing they are right, I no longer trust or believe anything they say.
  I want my car fixed, they mess everything up, they took parts of my car, they need to pay to get it fixed. But I do not want them to touch my car.

  They need to fix this mess.

  
  Sincerely,
  
  ***********************

  Customer response

  01/25/2022

  Good Morning,

   

  There is no longer any trust in them or what they say, so they can send it to the other jaguar services in *********** ********, and pay for it, or have someone at Stevinson jaguar service act as a mediator who can guarantee my car gets fixed and the part is placed back.

  Thank you and have a good day.

   

  Best Regards,

  ***********************. 

  Business response

  01/25/2022

  Dear BBB, we will gladly cooperate by providing service information to the Jaguar dealership in Westminster. The customer should request the servicing dealership to call ********************* at ************ who can provide the details of the services we provided.  Thank you.

   

  Customer response

  01/26/2022

   
  Complaint: 16426430
  
  I am rejecting this response because:
  
  Good morning,
  
  I didn't just ask Stevinson ****** to provide service information to the ****** dealership in Westminster. I have asked to have my car fixed from the mistakes made by Stevinson *************** which can be done at the ****** dealership in Westminster and paid for by Stevinson ******. 
  That is exactly what I am concerned with  this whole situation,  Stevinson ****** lies, dismisses,  and jokes about a serious matter.
  I want them to fix my car I will repeat what I said before.
  "They pay for my car to be fixed on ******  Westminster or Have a mediator on Stevinson ****** services that will guarantee that my car is fixed and the part they took be replaced".
  Anything less of that is not acceptable.   

  Sincerely,
  
  ***********************

  Business response

  02/01/2022

  Dear BBB,

  
  We understand the customer's frustration but fail to see what she is asking for. There is nothing outstanding.  She paid for services received. The customer took a test drive with the Service Manager the last time she was in for service.  The customer let him know that there was still a vibration at idle but it was much improved. The Service Manager advised that the vibration she was feeling was not abnormal. Another Jaguar dealership will be able to give her a second opinion and we will provide the service center with information related to our repairs. If she is upset about the engine under tray that she continues to believe we took off her car, she needs to go to the Jaguar dealership of her choice and have the service manager contact *********************, Service Manager for Stevinson Imports, at ************.  As a goodwill gesture only and to resolve the BBB complaint, we are offering to pay the Jaguar dealership of her choice to install a new engine under tray. Please note that the repair center will need to get prior authorization from **************. Because of the contentious relationship,we respectfully decline to perform further work on her vehicle.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩