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Updated review: March 7, 2021
Jaguar resolved the situation in with a suitable solution.
Original Review: March 5, 2021
6/20 I purchased a Jaguar XE. From the beginning I had problems with the passive door locks. Went to arbitration thru the BBB. After finding in my favor to repurchase they have not fulfilled their obligation. I've been delayed and ignored in trying to resolve the situation and will probably have to take them to court even though arbitration was required in the owner's manual and they were bound by arbitration. I would not advise anyone buying a Jaguar.
Reviewed Dec. 22, 2020
I’m am writing to you regarding my 2003 Jaquar S type, which has now been at your location for over 1 year awaiting repairs, which are based on the recommendations of your service representatives and your service technicians. The VIN number of the vehicle is **. 4 door sedan, 2003 S Type. 97000 kms. I purchased this vehicle in late July 2018. The following has occurred since this purchase: I drove the vehicle to get fuel in late July and wash it, I fuelled up and the vehicle would not start. I had to pay for a tow truck to have it towed to your Jaguar dealer to be diagnosed. $125. The vehicle was said to require a fuel pump, reluctantly I said yes to the $1800.00 repair.
I picked the vehicle up and the same day the vehicle did the same thing. Check engine light came back on after it was run and attempted to re start it. It would not start after running for 15 mins. In an hour the vehicle started and ran without issue, but as soon as you shut it off it would not start for about an hour or more. (So obviously the original problem was not diagnosed correctly and a perfectly good fuel pump was replaced by your technicians.)
I took the vehicle to a different auto shop to be inspected and diagnosed again because I could not use it and it was unreliable, this was mid August because I required a provincial inspection. An inspection was performed and various items including, valve cover gaskets, belts, battery, etc. Total $1400.00. I pick the car up on the morning of August 25th. The check engine light was still on and the car still did not start after running for 20 mins without a minimum one hour cool down period, the shop could not get the car back in that day so it went back in on August 28th, 2019.The following items were diagnosed upon its return to the shop:
Engine Fault codes:
Remove and replace crankshaft sensor.
Remove and replace crankshaft angle sensor.
Remove and replace Fuel Pressure Sensor Regulator (This should have been checked and done before replacing the fuel pump, that actually was probably not broken and was replaced).
Replace Oil pan Gasket.
Remove and replace Crackshaft Rear Oil seal.
All Completed and repaired $1308.00.
On Sept 7th, the vehicle was completed and pick up by my wife as I was out of town. On Sept 20th upon my return I returned the vehicle to the shop as the situation with the vehicle running and not restarting was still persistent. Upon further examination and diagnosis it was discovered that there was a potential failure in the ECM which had caused damage to the fuel injectors, Fuel injectors Replaced.
Upon reassembly the ECM was tested to see if it would reset and run the car accordingly. It did not. A used ECM was found, it was tested and functioned properly and installed, however it could not be re keyed to function the vehicle properly. This is now January of 2020. The Jaguar dealer was contacted and the vehicle towed to that location to be reprogrammed with factory information. Your service representatives contacted me stating that it could not be reprogrammed and a new ecm was recommended. $2545.00 --- Sub Total .. $7178.00 I agreed that as long as the new ecm would repair the problem to go ahead and replace it.
Jan 2020 to Present. Jaguar Dealer .. Attempts were made to briefly reprogram the key with the used ECM, this failed. It was recommended that a new ECM would be needed and this would resolve the issue with the Car. Correcting the problem with the vehicle not starting after running. The ECM was ordered and installed, now the vehicle would not engage in reverse, so once again a technician who likes to pull and replace parts that aren’t broke.. rather than a mechanic who tries to repair problems decides to reprogram the computer with the assistance of tech support in England. However, now the vehicle would not even start when cold, once again tech support in England had to be contacted to reprogram the SO CALLED PERFECT BRAND NEW ECM, at this time the vehicle was not even functioning as well as when it was towed there from the other shop.
Thru all of this the vehicle has maintained the original FACTORY BUILD problem. It will now run but it does not start after running for more than 15 mins. Your Jaguar dealership in conjunction with Tech support in England, feel that the computer chip that controls the dash instrument panels and function needs to be replaced. (another guess I’m sure) because no one can figure out this FACTORY DEFECTIVE VEHICLE. The dashboard instrument panel is no longer made and cannot be replaced is my understanding from the dealer. Although there are many used ones available online. Nor has anyone thought to repair the recalled electronic emergency brake system, which could be part of the problem, but whatever.I have come to the conclusion that this car with 97000 kms was parked in some garage for years because the people that owned it could not afford to attempt to fix the INFAMOUS ELECTRICAL PROBLEMS with JAGUAR. I am tired of waiting for a car that cannot be fixed and will not be fixed on my dollar any further. So I give your company the opportunity to do the following:
1. Repair the car and return it at your cost.
2. Or remove the parts I paid for and replace them with the one that have been removed. Since I asked for the parts that be removed be returned to me. They should still be there
3. Supply a used vehicle to me worth that same approximate amount that I have incurred at no cost. $15000.00.
4. Allow me to come and get my car, at no cost and I will find a real mechanic to repair it.
It is unreasonable that this car, with this mileage is anything but a factory lemon. Its issues are ongoing and it is ridiculous that such garbage should be sold as a luxury vehicle or under any other designation. I do not feel I should have to be out of pocket for a factory defective car. So your company can make the RIGHT choices here or I can proceed as needed.
Reviewed Oct. 26, 2020
I own a brand new Jaguar I-Pace, less than 5,000 miles. This morning, for the second time, go to drive the car and have a "battery default detected", rendering the car undriveable. Jaguar isn't much help, other than to tow the car in. Most unreliable car I've ever driven. Drove a Tesla model S for three years before purchasing this car and never had it in for service even once!
Reviewed Oct. 20, 2020
Not just the worst car company I’ve dealt with, the worst company period. The warranty on my F-type is 50,000 miles or 60 months. The engine failed after 19,300 miles and 33 months of ownership. I am the original owner. Even though I had taken it to the same Jaguar dealer I purchased it from for the scheduled maintenance both times it was necessary, Jaguar denied my warranty claim citing lack of maintenance. They claimed people who buy F-types typically drive short distances so I should have changed the oil more frequently than the manual requires. I have a 20 mile one way commute so I don’t drive it short distances. Even the dealer couldn’t believe Jaguar’s refusal to replace the engine. In addition to $35,000 for a new engine they wanted me to pay another $7,000 if I wanted them to dismantle the engine to determine what part had failed. That money would be non refundable.
I found a great mechanic who installed a used engine to get the car running again. I then hired an attorney and took legal action against Jaguar/Land Rover for breach of warranty. It took 9 months but I won the case and Jaguar was ordered to reimburse me for the engine replacement. They had 30 days to pay. After 70 days they still had not paid or answered emails. Only when my attorney threatened to take them to court and seek additional damages did they finally pay up. If you don’t want to receive this type of treatment after you’ve paid $75,000 for a car, then stay away from Jaguar/Land Rover.
Reviewed Aug. 22, 2020
I had an existing XF that I was very pleased with and didn't expect to change, save for some bargains around in the current stressed climate. Mine was a diesel and I knew I needed a petrol some time. I investigated used XF petrol and was looking when Jaguar Cardiff suggested I could have a pre-reg XF for £5k more. Needless to say I was interested! It's a portfolio 2.0 250hp Petrol. It has BAGS of power (my brother's 3.0 petrol is OTT powerful and exp to run) and I am totally DELIGHTED.
The tech has taken a HUGE boost from 2012 to 2020 and now is just quick, easy and intuitive (it was fine previously). Comfort is also far better, especially rear comfort and space. My previous car was used so bums had touched the leather before mine! Ride is responsive but not Audi hard. Overall I am blown away by HOW MUCH BETTER the 2020 car is than the 2012 (which I already liked a lot!). It's so much worth going for the new motor. THANK YOU Jaguar for an amazing product!
Reviewed Aug. 16, 2020
I have a 2018 f-pace diesel purchased in 2019. Not a day goes by that I don't break out into a smile while driving it. Yes, fit and finish could be not high end, after all it is a Jaguar, but all cars nowadays are built with compromises. My wife had a 2018 Jeep Wrangler, and if you want to see horrifying build quality buy one. How a big v6 can be so gutless is unexplainable. Back to the F-Pace, 2 liter diesel weighing only 300lbs... Takes you to 80mph very quickly and had returned up to 40mpg. This is the best looking SUV on the market, and the lay flat rear seats make cargo space INCREDIBLE, it fit a 65" tv no problem. So far I'm loving it... Knock on wood... NO ISSUES! I would recommend this car to anyone, service so far has been great.
Reviewed July 20, 2020
I brought my brand new Jaguar Ipace EV in for service six weeks after taking delivery of the car because the battery would not charge. I had to leave the car at the dealership for a total of 31 days while parts were ordered from the UK. This would not have been a problem had the dealer provided me with a courtesy car for this extended period period of time. However, despite the fact that the service department itself treated me very well, I was forced to rent a car at my own expense for the full 31 days. Definitely not something I would have expected from a high-end luxury car company. The reason given to me was the COVID-19 pandemic - an unsatisfactory explanation given that car rental companies remain in business during the pandemic.
Reviewed March 3, 2020
Shockingly bad customer service from Jaguar. They create a hidden policy that will charge the customer if he misses a mileage interval for service. No email notifications. No automated notifications on the car. No notifications on prior service. When I objected to the "gotcha" nature of this money grab, the local dealer said it was a Jaguar USA policy. A week later, I get a call from a phone bank operator reading off a script...I sold my car. Jaguar is not worthy of my business. This policy is designed to catch the customer napping. The response to my outrage was a game of hot potato. Nobody accepting responsibility for an egregious policy? Goodbye Jaguar. Other businesses understand customer service and customer retention. Clearly, Jaguar does not.
Reviewed March 1, 2020
The service provided was phenomenal and staff members were extremely friendly. The F Pace is an exceptional ride that I could drive with great ease and comfort, which has a great grip and assistance control for safety along with many other benefactors. My first time purchasing a Jaguar and overall it was a remarkable experience.
Reviewed Feb. 25, 2020
I leased my F-Pace last March from The Collection in the Gables, Miami. A few months later I started to experience electrical issues. First, the push button start didn’t always work, then key stop communicating with the car, the back up camera doesn’t always work, the back hatch doesn’t always open properly, my door has an annoying squeak (but that was something done at the dealer) the overhead lighting console started to fall out and wouldn’t work my nighttime interior lighting, very unsafe for a women to get into a dark car with 2 kids alone.
My car was at The Collection service department for a total of 33 days, still not fixed because they claim they can’t duplicate the issues but have spent time and money trying to fix them. JLR/Jaguar Corporate issued need a check from my dealer for the 33 days I didn’t have my car as a compensation. I absolutely love the way my Jag drives and looks, minus the electrical issues that don’t make me feel very safe. I’m a stepmom of 2 kids that I drive to/from school, sporting events, and basically anywhere they need to go and unfortunately I can’t depend/rely on my F-Pace. JLR has refused to do anything more along with the retailer. 61k for a car that doesn’t do what it promises. I was 2x Cadillac customer who took a chance on Jaguar and I am disappointed.
Reviewed Dec. 30, 2019
Purchased my f-pace in January this year (2019) and have been experiencing ongoing (squeaky) braking noise from the rear brakes. I've taken it into the local dealership twice, spent three hours on the first occasion and and full day on the second, despite them re-assuring me that the calipers have been greased and the problem is solved, the noise is still there. Jaguar Complaints had promised to investigate this complaint over a week ago and still no response.
Reviewed Dec. 15, 2019
I purchased car used. Have had a few problems which have been repaired. The repairs were less than my Kia which I had purchased new. It rides like a dream and get a lot of compliments on the looks and color. I feel very safe driving it and is the perfect car for a 74 year old widow with a small income. When I drive my car it is the greatest driving experience.
Reviewed Dec. 14, 2019
If there are any problems JLR fixes. I have the 3.0 supercharge and this engine is top notch! There is no room in the backseat but the frontseats are very comfortable. The ride is smooth and fast. After driving only Toyota’s for the last 25 years this was a big leap for me but I have no regrets.
Reviewed Dec. 1, 2019
I wasn’t sure if this car would be the best fit for my needs. Once I drove it and saw that the price was very reasonable and a lot less for a used car on their lot, than the car I originally had I was sold! I loved the beauty and luxurious look, I immediately knew this was the car for me. It’s excellent on gas in town and on the highway. I get a lot of compliments on the look and color! Best decision we made in get this car! LOVE IT!!
Reviewed Nov. 30, 2019
My Jaguar is one of the best cars that I have had. It is a smooth driving car. I haven’t had any issues with my car since I bought it. My favorite part of the car is the air vents rotate. With the air vents rotating, no dust gets in the car.
Reviewed Aug. 3, 2019
If the CPO warranty is important to your purchase, then proceed carefully. In some Jaguar literature and some third party sites you might conclude, as I did, that the CPO extends the original warranty and is bumper to bumper. This does not appear to be the case as I have sticky interior panels and buttons on my 2015 F type. This is a documented Jaguar issue on various models. Jaguar USA verbally indicates that the CPO warranty is for electrical and mechanical breakdown. I stress verbal as they have so far unequivocally refused to put my denial in writing. Furthermore, it appears that the document which lists covered/excluded items is considered as a "top secret" document by Jaguar USA and some if not all dealers.
Reviewed June 24, 2019
I have many issues with this car from the day I bought this vehicle. Not only mine even I have seen the same issues on other's cars too. Even If they repair the car we need to go back to dealer again in 2 months for the same issue.
Reviewed June 3, 2019
Most regrettably, I think Jaguar is one of the most beautiful cars on the market. But, it is an utter piece of crap. I have spent more than $50,000 in repairs, including a new super charger and engine after 4.5 years. If you don't care about throwing money down the drain, purchase a Jaguar. Otherwise, RUN!! I wish I could write otherwise, but any car would be better. It is simply not worth the mere design. It is worthless.
Reviewed April 23, 2019
I have been very vocal about my dissatisfaction with JLR Corporate. My car has been in service half the time I've had it in my possession. The car has experienced complete electrical and transmission failures four times while either my wife or I were driving it. Corporate again has denied my request to get out of this defective deathtrap of a car. If anyone else has a negative experience with JLR Corporate reach out to me. I'm reaching out to an attorney to get resolution. In the interim, I am going to refuse to pick up the car from the dealership, and will surrender it back to the bank. I'd hoped for a better outcome but to no avail. I hope those of you who have a great experience continue to do so. As for me I'm done with my F-Pace S. It an overpriced piece of garbage.
Reviewed April 17, 2019
First off, the car is beautiful. Second when it drives, it delivers a pleasant experience. Lastly, it can't be fixed. I have less than 11,000 miles yet, the oxygen sensor goes out quarterly, the dealerships are understaffed, and I keep going back with the same problem. Friends with the gas model don't have this problem, but they get 14 mpg in the city.
Reviewed March 13, 2019
If you're thinking of a Jaguar, forget it. My wife wanted one for years so in 2015 got her one for her birthday. What a horrible experience and like others have written there isn't enough space in this text block to write all out. Did the online sales. Scheduled a test drive - dealership couldn't even find the car at the appointment. Wife had to return the following day. Salesmen jacked the price by ~4K higher than what was agreed to by email. Plus sold my wife an extended warranty. Car was good for about a year - we learned it's very expensive to maintain. Dealership charged us $170 for an oil change. Most Oil change shops will not work on Jaguars. Car broke down. Timing chain cover gasket failure. Oil squirted on the alternator and battery causing both to fail. Car towed Dealership never called us, We called them numerous times.
I called the service desk, service manager and general manager several times each progressively. No one returned my call. Wife had to go to the dealership as I was starting to worry perhaps the car had been stolen. Parts took a week to arrive. Total time in the shop was about two weeks. No loaner. Dealership said no loaner was available - another common complaint. Mechanic's workmanship was a joke. Reinstalled the hood incorrectly causing vibration and bouncing which chipped the paint. Numerous fasteners not reinstalled in the engine compartment.
Over the next 8 months we had these issues; Signal light indicating the trunk (boot) was open. Headlight low beam pointed at the ground directly in front of the vehicle - very dangerous condition. Dealership said the soonest appointment was 30 days out. If we wanted a loaner it was 45 days out. The AC started turning itself off and on. Entire car would turn itself off while stopped. Had to use the started to restart the car. On restart it was more like a reboot - systems all had to be reset including radio station and climate control. Fuel filler tube had a recall the dealership never correct. Eco mode stopped working. Another oil leak at the timing chain cover - another two week repair job. Tire monitoring system erroneously signaling a flat tire. Cigar light was fake, order one from the dealership waited a month.
New one arrived. Opened box - it was another demo fake one. One door handle was a slightly different color than the rest of car. Logged a complaint with Jaguar HQ customer service - they're a joke. I called the number they provided at least a dozen times over the course of two weeks leaving my case number, name and return phone number. NEVER spoke to anyone. Filed a complaint with Jaguar parent company TaTa Motor. Never received a word from them either. Took the car to another authorized service center - discovered we did Not have an extended warranty. Called the dealership numerous times. No one called back. My wife went to the dealership and they left her waiting for two hrs and she finally got mad and left.
This issue is still not resolve, Have zero help from any customer service so guess I'll have to find a consumer/contracts attorney to sue them for the 5K we paid for an extended warranty. Summarize Worst car buying experience I ever had - bar none. Worst quality car I have ever purchased - bar none. A wrecked Yugo would have been better. Do Not buy a Jaguar. They have absolutely lost any resemblance of the Jaguar of days gone past. They're doomed for bankruptcy.
Reviewed March 7, 2019
No integrity in this company. I bought a brand new XF in 2010, water pump replaced 3 times but ok. It was under warranty. Then the leather dash started warping, they responded, "Not our problem." Fast forward 5 years my entire dash display fails. Dealership admits that there is a known fault in the sunroof which causes massive rain leakage thru the roof under the seats which btw causes the failure of the display but, "Sorry. Not our problem." Jaguar is the worst company, they do not stand by their product.
Reviewed Feb. 26, 2019
Please tell me I'm not the only one experiencing bad issues with Jaguar. I bought a 2017 Jaguar F-Pace diesel and have had nothing but problems. It's been in the shop so many times and all for different issues. It's had electrical issues, trim and body issues, fuel issues and so on. I've had it for almost 2 years and only have 9K miles because it continuously breaks down. The real issue is when it goes in to "restrictive performance" mode and will only go 25 miles per hour. It happened twice on the highway. It's very dangerous to drive. It's now been in the shop for 2 weeks and they still can't seem to get it to run correctly. I initiated a buyback and they just notified me that it "doesn't fit within their buyback parameters" because it's always had different issues. There's logic for you. I think it's time to contact an attorney and start legal action.
Reviewed Jan. 8, 2019
They don't come even close to Mercedes Benz in car quality, service experience and overall technician competency. The car has been presenting a suspension issue and they state is normal suspension noise. Totally baffled with their communication. It's been a total nightmare.
Reviewed Dec. 30, 2018
My 2016 F type stopped at a red light and shut off. No power to turn on hazard flashers or put car into neutral to push off the side of the road. Called for roadside assistance at 1:30 pm. First truck arrived at 3:30. Since the car cannot be put into neutral the driver told me I needed a different type of tow truck with a wheel lift. Called roadside back. Was told to wait for another truck. Each hour that passed I called to get updates and was given false info and lies.
By 7:30 PM I realized that nobody was coming to help me. I called a private tow company which I paid for. They arrived within 20 minutes and towed the car back to my house because the dealer was closed at this point. The tow driver that helped me told me that Jaguar pays so little to the AAA for pickups that they are a last priority. If you ever get stuck on a busy day they will not pick you up. If they did not lie to me I would have called for my own tow hours before. I was left in the middle of a busy highway from 1.30 PM till almost 8:00 PM by Jaguar. If you buy a car don't expect any service from these people. Warren Henry Jaguar could not care less about customer service. I will look into legal recourse for my horrible experience but my advice would be to buy a different vehicle. Terrible feeling being completely stranded. Roadside never called to see if I got picked up.
I called to speak to a supervisor and held the line for 40 min. I finally hung up. This is the first time I am complaining about a car. I have owned Cadillac, Lexus, Mercedes, Bmw and Maserati and have had good or at least reasonable service from all of them. Do not find yourself in my position. I did not drink water or use the restroom for all those hours as the police told me I had to stay with the car. Anyway I was far from a rest stop or gas station to walk to. A true nightmare.
Reviewed Dec. 20, 2018
I have owned 5 Jaguar convertibles and the 2016 F-Type Model S convertible that I leased is the finest of them all! A Nimble and superbly handing car that really "comes when you call it" and is a genuine Joy to drive. But the Nav/Entertainment system for the 2016 is grotesquely unintuitive and difficult to operate...especially when driving. (Explain why that should be, please). So, May 2018 I ordered a brand new 2019 F Type with almost exactly the same specs and waited 6 months for it to be produced hoping that Jaguar would have fixed the Nav/Entertainment system problem in the newer model and made it easier to use. But it was not to be... When the new F Type arrived in Mid-November 2018, I hurried excitedly to the dealer only to discover that the display screen in the dash turned "Bed Sheet White" in the sun when the top was down and the display became totally unreadable and unusable.
What is with Jag's engineers? Don't they test things? My disappointment is incredible after a 6 month wait. I told the dealer that "what was wrong" was that the contrast on the display screen etc. was set wrong... Certainly, just a "software" problem that was easily fixable. My dealer contacted Jaguar direct whose "solution" was completely laughable and out of touch with reality. They ONLY changed the screen component out stating that the one in the car must have been "defective". Of course, it did NOT work. Same problem... And Jaguar hasn't responded with a real "fix". So now...this rag top driver is totally without a convertible in the middle of convertible season. I'm so unhappy that Jaguar is so far out of touch with its customers.
Reviewed Dec. 4, 2018
I purchased a 2013 Jaguar XF supercharged awd in 2016 and always noticed a antifreeze smell coming out the vents; and whenever I shut off the car I get a rattle noise. After taking it getting oil change they say the noise is normal and I should check the coolant level often. Today I started my car and a very loud noise came from the engine and car shut down and wouldn't start, I had to get it towed to dealership all to find out that I need a $26000 engine replacement; wow really Jaguar...that's not supposed to happen on this expensive luxury really new vehicle. I'm now waiting for a call from them and we gonna see what's the deal outcome will be.
Reviewed Oct. 16, 2018
My 2018 Jaguar E-Pace is an unreliable and dangerous vehicle to drive/ride in. This vehicle engine loses power during freeway/city driving and the accelerator is unresponsive. No help from Jag Cust Relations.
Reviewed Oct. 1, 2018
I bought the Jaguar SUV last year. A couple of things have come up. At last I think they got it fixed. Miss my Ford Explorer. But I wanted a fancy ride. Sometimes they come with issues. So it's my own fault. The Jag rides great and gets looks which is nice too.
Reviewed Sept. 18, 2018
Very disappointed with JLR customer services. It is clear that the customer is not a priority and issues all issues with your car are your fault not Jaguars. I have an F Pace that is two years old and have an hole in the carpet caused by a design defect. Plus now the chrome is pealing on the centre control consol. Both not covered under warranty as Jaguar are perfect and do not make mistakes and have no quality issues... Customer Services make you unwanted and Inchcape in Derby West Meadows are a shambles. Customer care goes straight out of the window. For sure I would never buy another vehicle from JLR and never endorse them. Then they tell me there is no escalation above the customer services gods and retraining in values needs to be readdressed.
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