Complain about a product or service

Jaguar of Southampton

Southampton, NY

RICHARD of REGO PARK, NY August 20, 2009

This letter shall serve to express my complete dissatisfaction with Jaguar's product and customer relations, especially Mr. Bill MacKeigan.

On July 30, 2009, I leased a 2010 Jaguar from Jaguar of Southampton. On August 10, 2009, while driving on the Long Island Expressway 65 MPH with the flow of traffic, the car all of a sudden shut down! As a result of numerous oncoming cars driving in excess of 65 MPH, I was almost killed as a result of a malfunction of your automobile. By some miracle I was not struck and killed by the numerous vehicles that slammed on their brakes in an effort to avoid crashing into my inoperative vehicle. Needless to say I was very shaken up by the experience. After an unpleasant experience with your roadside assistance, where I was told that I must give them the vin# or they could not proceed, I had to run almost into oncoming traffic to obtain a few numbers of the vin, and then repeat the process until all digits were obtained. I then had to wait an hour in 100 degree temperatures for a tow truck, only to be informed that the car, due to its inoperable state, needed a special tow truck that has a forklift.

After informing Ajay, the manager at the dealership, I called into customer service and made a complaint with “Wanda.” I explained my situation, and she was less than sympathetic. I requested that she take the car back, as I did not feel safe driving this car again. As I live in the City part-time, and Westhampton Beach part-time, I frequently drive from Westhampton Beach to the City at 4 am and other odd times to avoid traffic. I need reliable transportation, which I thought I was getting when I leased a brand new car. She indicated she would get back to me, and then when she did I was informed that there was nothing she can do.

Again, I made a complaint to the manager at Jaguar of Southampton, “Ajay.” Although he is a likable gentleman, he indicated that he had no authority to assist me. I again spoke to Wanda and asked that her supervisor call me. Two days later, after several sleepless nights recalling my near death experience, I received a call from Bill MacKeigan who after a lengthy discussion informed me that he would call me back, and never did. He was not sympathetic with my situation at all. I advised him to go to the location of my breakdown and look at all the tire marks still on the highway from all the cars that almost hit me. I have four young children at home, and if one of those 20 or so cars hit me then perhaps he would be speaking differently to my widow! (One would hope).

In the meantime, I received a call from the service manager at the dealership, who informed me that they discovered the problem with the car. Supposedly, the fuel pump malfunctioned due to the car telling it that there was no gas, despite there being over ¼ tank and a part had to be ordered to make the repair. I advised him I had no intention of taking back the car as I have suffered from constant flashbacks and nightmares about my horrible experience. I also had several discussions with Ajay regarding the same.

Finally, after calling for several days, on August 14 I was informed by Ajay that they would take the car back but that I must lease a similar car from them or I must pay 12,000 to break the lease. I informed Ajay I was reluctant to take another car for fear of the same problem. Quite honestly, I don’t even want to look at another Jaguar. Then, after several days of calling I was informed by Ajay on August 19 that the “similar car” would cost me more money out of pocket (500 to transfer registration?!) and more money in monthly payments. On August 20, I again called Wanda and requested to speak with Bill MacKeigan. Mr. MacKeigan called me back and was very rude and obnoxious. He spoke with me with disrespect and disregard for my situation.

Quite honestly, I do not want another car from your company. I am not confident in your product and I don’t feel comfortable leasing another one of your cars. For three weeks I have been jerked around by different people in your company who choose to pass the buck from one person to another. I cannot understand how it can be possible that Mr. Mackeigan would be willing to take the malfunctioning car back, but yet demand that I lease another similar car? It does not make logical sense. I do not want another Jaguar under any circumstances………..I would not even take it for free.

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