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Recent Reviews from Jaguar Bethesda

I went and test drove a vehicle and decided to purchase it. Drove home and went to head out 6 hours (after the purchase) later. Only to find that the engine light was on. When I returned home I emailed my salesperson to let her know about the engine light and ask if I could visit an AutoNation near me as the dealership is over an hour drive from my home. She advised that I could take it to any AutoNation for them to look at the engine and fix the issue as I am under warranty but that service centers are closed on Sunday (I emailed Saturday evening). Monday morning, I went to the service center closest to me to be told that I needed to drive back to Bethesda and that I should give the manager at that location a call. I immediately went home and called (with my work schedule I will not be able to dive in before the 5 day return period expires). My sales person was the one that answered the main line and after telling her what I was told at the location nearest to me, the line was disconnected. I immediately called back and spoke with a nice gentleman who said he was a manager. He took some notes and said his manager would call me back and not to worry a they would fix it. I explained that I was about to start work and wouldn't have access to my phone until my break time and gave him my moms number as back up. This was around 10:45am. Around 2:30pm I took a break and noticed I had a missed call around 12pm but no voicemail was left. I checked with my mom to see if they had called her but they had not. I immediately called the dealership and asked to speak to Brett. I was advised that he was in a meeting and given his email address and voicemail. I left a voicemail message and then sent an email. I took my next break around 6pm and called again. I was told that Brett was available and transferred to his extension only to get his voicemail again. I left a second voicemail message (third message of the day). Around 8:30pm on my next break I call back but the dealership was closed. I am hoping that this gets resolved and will update my review if/when it does. A car purchase is always big and you never want to have an engine light come on 6 hours after purchase only to be ignore by the dealership especially a big name dealership. Edit: Brett, the manager reached out to me yesterday and apologized for the delay. He tried to get me an appointment to take my car to a Land Rover near me in order to have the engine looked at the issue resolved, however, they are booked until Monday. As such he suggested a loaner while his dealership fixed my new vehicle and sent an employee to my home with the loaner so that I wouldn't be inconvenienced with the time it takes to drive back out to Bethesda. So far, I am extremely impressed with his professionalism and attention to customer satisfaction. Sometimes things go wrong but it's the way that thy are rectified that is impressive.

Keyona Coward Dec 4, 2019

I’m a very particular person with extremely high standards, unrealistic at times. I wanted a vehicle that had a specific color scheme with a detailed list of features that addressed my desires. I don’t want to just buy a vehicle, I want to fall in love with it before making an investment. Before walking into Land Rover Bethesda, I visited countless dealerships over a span of two months. Almost every visit had the same experience, it just felt like business. Their main goal was just to sell me any car as quickly as possible, rather than listen and understand what I was looking for. Being emotionally exhausted from car shopping, my girlfriend and I, with very little intention of purchasing a vehicle, decided to visit Land Rover Bethesda while running errands. We were greeted by Sherry, who in my opinion didn’t fit the stereotypical role of a car salesperson. However, she is exactly what every car salesperson should be modeled from. She was professional, had extensive knowledge on the model vehicle I wanted, sat with us and actually took note of everything I wanted. Any questions she couldn’t answer right away, she wrote them down and came back shortly with answers to all of them. I truly felt like she was emotionally invested in getting us our perfect vehicle, rather than just trying to sell us any vehicle. About 30 minutes later, Sherry tracked down a 2020 Land Rover that had exactly everything I wanted. Sherry put so much work into negotiating a price without making the experience feel like the standard salesperson. This is what buying a luxury vehicle should feel like. After my purchase I had some challenging and specific requests that I wanted addressed with the vehicle configuration. This is where Cheryl (Customer Relations Manager) came into the picture. Cheryl seems to really enjoy creating relationships with customers, taking charge, and just getting stuff done right. I gave her a huge hug (shhh don’t tell my girlfriend) after working with her, what a warm and special soul. I strongly feel that it’s necessary that every company have a person like Cheryl in the center of it all, like a liaison between the customer and all departments. This is necessary to ensure a human touch is established whenever dealing with customers. Again, this is what buying a luxury vehicle should feel like.

Richard Dos Santos Nov 2, 2019

Took delivery of a very expensive Range Rover marketed online as new. After calling, I found out it was basically a dealer loner car with 3,000 miles, so not new. Shipped the car to Texas. Delivery driver spoke no English, literally, zero. Tire had a huge gash in the side wall and it was undriveable. After arguing with the local auto nation dealer i took delivery at for an hour in the cold rain, I put on the spare, drove it across the highway to a Sonic Land Rover Dealer and got the tire replaced. I was reimbursed eventually for the tire. A few days later I noticed what looked like paint spots on the car. I looked through the delivery photos to confirm that they were there when the car shipped, they were. After arguing with the dealer more, they said they would send me a paint touch up kit. Well the splatters were on the paint, not in the paint so a touch up kit was worthless. I told them to send me the touch up kit anyway (good to have) and I would deal with the paint splatters myself. I never did get the paint kit. To add insult to injury while waiting on my permanent tags to get mailed from the dealer I emailed them checking on the status. They said they were still waiting on me to send in my state inspection, well that was fedex'd a month before. Which means they probably lost it and hadn't done any work on my title for a month. I emailed the salesman and the GM constantly to check in. No replies. None. The only person who helped me was an amazing woman named Debbie who worked in finance. The temporary tags expired on the car and I had to get a new temp tag shipped. The tags took that long. They tried to blame it on "Texas tags take longer". I shot that down when I told them that we bought a new car for my wife out of state two weeks after we bought the Range Rover, and she got her permanent tags over a month sooner than I did. After nearly 90 days of having the car, I finally got my plates. This dealer was awful to deal with after the transaction was complete. As soon as they got paid, I didn't matter. As an update to this review, I find it frustrating that a negative review was what it took to get a response from the manager. Very quick to post a response to my negative review, but where was that promptness when I was constantly calling and emailing trying to get someone to help me with all of the problems I had in my purchase and delivery experience? I couldn't get a returned phone call or email to save my life.

Richard Mazzarino Aug 28, 2019

The worst customer service I’ve ever experienced and I’ve sued a dealer for contract breach before. I was passed around to service advisors upon arrival at 8 am Tuesday. After making appt. it was as if the appt. details made over the phone were non existent. After explaining what the problem was again and what I already knew about(2nd battery being low) I didn’t get a call for almost two days until I called to find out what was going on. The SA called and told me a mechanic had gotten codes and they had called warranty company to see if part was covered. Looking at my in control app my suv hadn’t been moved or opened since I dropped it off. So a blatant lie. Later they did enter the vehicle around 4:30. SA Jai told me he would call in the morning. Thursday no call. I instead receive a text at 3pm saying 2nd battery was recharged. Then 30 min later another text saying 2nd battery didn’t hold charge and new one installed is $800 and do I approve. Mind you I brought suv in for another issue I was told was covered under my warranty and again I knew of 2nd battery slowly dying. I asked for update on main issue I brought truck in for. Was told software. I asked SA to call me as the text were contradicting what he told me before and to stop texting. No call still. I called dealership and my calls were screened and sent to vm of managers. None of which returned my calls. Then the operators sent my last call directly to SA Jai who wouldn’t call me before. Had no intent on speaking to him after the lack of respect. Informed them I was picking up suv Friday at 7:30am regardless of its status. Spoke to director Phil Mitchell who is a smug arrogant person with no customer service skills. He admitted he saw the texts requesting a call. Yet a director of service didn’t take it upon himself to call the customer or direct his SA to call the customer. Says a lot about a director of service to continue the behavior. After reading him the riot act after he informed me the prob was a low primary battery (no warning lights on dash for battery) and they recharged the battery. I knew it wasn’t the battery. Drove off and 4 min later the problem surfaced again and has been consistent as before I brought it in. Spoke to the GM on that Friday afternoon. He said he would call me Saturday. I said let’s manage expectations and to call me Monday. It’s now Tuesday after 1pm and still no call. Do we see a pattern? I bought a $90k suv to be treated like this? Interesting parts of convo with GM. Inquired about where I bought truck, was it dealership, who services it, etc etc. Which comes off like you are searching for a area to shift the blame. Then assumes I didn’t incur any costs. Taking off half days twice to drive all the way there from my home for doing nothing after 3.5 days is a waste of my time, leave and gas. Now I have had to make an appt at another dealer to fix the real problem. They seem to understand the issue and hopefully they follow thru on the real issue and don’t treat me like I’m less than like Land Rover Bethesda has. In case you were wondering ...I am a young 6’4” African American male. Because I can’t understand how a service area and dealership could compound an issue at the customers expense and respect all the way up to the GM of the dealership.

trevard jackson Jul 30, 2019

I had an absolutely horrible experience with the service department and will not be coming back. I brought in our Jaguar to be serviced after the taillight went out. I was told that because the issue was electrical, the cost would be close to $1300. Further, because the part was in Texas and they needed to order it, I would need to leave the car with them for 5 days. The good thing is they did provide a loaner. Although the cost was more than I expected, I agreed and paid it. After the 5 days, we got a call that the car was ready and went to pick it up. After we got home, we noticed the scratch on the front right bumper. It was a MAJOR scratch- the metal, paint and even rubber was showing from the hit. I’m certain it must have happened while it was sitting in their lot for service. It’s unfortunate I didn’t notice it when I picked up the car but I called the service department right away to let them know. In addition to the scratch, they also didn’t correctly put the cover back on the light. When I opened up my trunk I saw that it was littered with boxes and the packaging from the light as well as other trash. I was shocked they would return my car in such a mess. I would end up having to bring the car back in to them to have the cover installed correctly. When I brought the car back in, I was told to speak with Phil the service director. I showed him the scratch and he refused to take any responsibility for it. No apologies whatsoever, but rather tried to make it seem like I was lying and trying to scam them. Trust me, if it was a minor scratch, I would not have made a big deal of it. Of course I’m annoyed- imagine paying for your car to get fixed, getting it back damaged, and then not only do they deny any wrongdoing but they speak to you in the most condescending and smug way and make you feel like you’re the one that is doing something wrong! The whole experience was just awful. I have owned Jaguar cars since the 90s and love them but I will not ever come back to this dealer again. Stay away, unless you prefer unprofessional and shoddy service.

Lisa Jul 17, 2019

At first, I would say their sales team is very professional and friendly. They understand what customers need and deal accordingly. However the whole experience of buying and servicing a car from them has been worse, stressful and quite literally harassing for us. My family bought 03 cars from them, Evoque, F-pace and a Velar. There is a safety issue in the Velar which neither Range Rover nor the dealership reached out to us to inform that there might be something of concern. We came to know this after risking our lives at 70mph on Turnpike and then when we looked up online, we called them to inquire about it. Nonetheless they said, they can get it fixed. So we drop our car at the dealership on 11Jan2018 and take a loaner. On 15Jan2018, I get a call from their service guy (we don't want to take any names) that everything is fixed. We went there, took our car. We just drove 1 mile and had to return to the dealership as the issue was not fixed at all. The dealership never bothered to check if the issue was resolved. They just replaced the part and gave it to us. We had to take the loaner again and go home. From then onwards I had been calling the service guy almost every other day. He never picks up the phone and never returns the calls. The car has been sitting in their dealership since a month now and no one replies. Finally, I get a call on 08Feb2018 (yes, almost a month later) that the issue is fixed and they offer to drop the car at our home (we live in Baltimore). We said NO. We will pick up our car because we were damn sure they will mess up again. We reach there on 09Feb2018 to pick up our car. When we reached there, the service guy tells us, "well, technically the car is not fixed and there is nothin they can do about it. Range Rover people themselves cannot figure out what's happening. Right now they just made some changes which will block certain functioning of the vehicle and therefore won't cause any problem." I was so angry. Can you believe it, after spending a huge amount on buying the car, all I get is crap, a non-functioning vehicle. I told them, I would like to test drive the car. And not to my surprise the day-light on driver side was NOT working. They did not even bother checking out the car if the car is fully functional or not before giving it to the customer. This is their level of service satisfaction guarantee. They could not even see that the headlights are not working in a brand new car. Also, the car was dirty on the outside AND the inside. WORST SERVICE ever. And the service guy tells me to take it home. I said, I am not that crazy to drive a car without one headlight and I am NOT taking back an undone car. I had to force him to make him understand this. Someone at the dealership (again, not taking names) tells me, "to be honest, I would tell everyone to buy Velar next year, and not now" At first, this means I made a mistake by buying this car now, I should have waited. It was so disheartening to listen to this. Range Rover-Is this the message you want your customers to get-to not buy THE AVANT GARDE RANGE ROVER? Am I wrong in buying this car? If so, I would be glad to get a full refund on the car-a car which was driven just 2000 miles before going in for service for over a month. I took my family to buy cars from them and I swear to god I'm never going to buy even a single thing from them. The car is still in their dealership since 11Jan2018 and I am pretty sure they will mess it again. I am just looking for a way to get out of this mess. May God help me because Range Rover certainly can not.

Sohit Gupta Feb 11, 2018

I am using the service department for at least 5 years. I witnessed how the facility and the service kept changing. To start with, the facility has improved and looks very good. The customer service guys are also nice and seem willing to do the best job. However, in overall, every time I have visited the service department, I got one or another disappointment, if not frustration. My disappointment is mainly with the real service, rather than with the way it is presented in the lobby. Fist, my observation is that whatever deal or special I have been offered (and these guys would very seldom offer you any special at all), the service always ended up more expensive than anywhere else (I am comparing only Land Rover service departments). Second, each next morning after the service I get a low tire pressure message, until I realized that they are always deflating my tires to 30-32 psi, while it is clearly said that the recommended pressure is 35 psi. It seems that they do that intentionally, and I do not know why. Third, there has not been a single case in my record, when they did not forget to reset the oil change data on the computer. As a result, after a couple of months I would forget when is the next time oil change due. In one occasion they charged me for a tire rotation, but later I realized that they actually did not do it. Once my battery started dying and they serviced it, but several days later I realized that the battery has lost water and died again. I opened that caps and added water myself and solved the problem for many months ahead. What service they did if they forgot to check the water level??? These and other reasons make me to think, that whatever $ these guys charge, it always ends up that you pay more on a long run. And, this still does not mean, that these guys are low cost, no! I have other things to say, but in overall I would not advise anybody using the service of Manhattan's Jaguar-Landrover of Bethesda.

George Aug 25, 2014

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Jaguar Bethesda

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Recent Reviews from Jaguar Bethesda

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