Jaguar Charlotte — Local services in Charlotte

Subject: Concerns Regarding Service Experience and Handling of Car Issues

Dear [Service Manager's Name],

I hope this message finds you well. I am writing to express my dissatisfaction with the recent service experience I had at your dealership. During my visit to address various issues with my car, including problems with the camera, I was disappointed to learn that the troubleshooting process was not conducted thoroughly.

After being informed that I needed a new camera without proper troubleshooting, I received a text a week later stating that a wire was actually broken. This inconsistency raised questions about the initial diagnosis and the need for a new camera. Nonetheless, you kindly offered to refund me $600 for the oversight, which I appreciated.

Upon returning to pick up my car as arranged, I inquired about the refund, to which you initially agreed. However, I was taken aback when you diverted the conversation to suggest that my car needed gas instead of honoring our agreement. This redirection felt disrespectful and insinuated a lack of financial capability on my part, which was quite unsettling.

Furthermore, the subsequent incident of my car overheating immediately after leaving the dealership left me deeply concerned. Given that my vehicle had already been in your care for four weeks, I expected that all underlying issues would have been addressed effectively, especially considering the initial purpose of my visit.

Your dismissive attitude towards my concerns and the attempt to undermine the severity of the situation by criticizing my car's condition left me feeling marginalized and stereotyped. It is essential to remember that professionalism and respect are paramount in customer interactions, regardless of any assumptions about one's financial status.

Although I appreciate the gesture of having my car towed to another facility for further evaluation, regrettably, I cannot entrust my vehicle to your dealership again following these disheartening experiences.

I urge you to reflect on the importance of prioritizing customer satisfaction, effective communication, and respectful behavior in all interactions. I trust that steps will be taken to prevent similar incidents in the future and ensure a more positive experience for all customers.

Thank you for your attention to this matter. I look forward to a prompt resolution and your partnership in ensuring the high standards of service that your dealership aims to...

Me and my husband got the biggest laugh here on Friday, March 7. We had an amazing trade in for another car we were eyeing. Once we got here, after driving an hour and a half from Winston Salem, we saw the car we were going to be buying. There was chipped paint everywhere on the hood, a white spot on the drivers fender, and scratches everywhere. The salesman tells us that we can bring it back sometime ( after we buy it) drop it off and they will loan us a car and paint it. They were also standing over me and my husband while we are inspecting the outside of the car! They kept trying to talk and distract us while we were looking at the car. Didn’t like that!! You all were so suspicious and shady acting, you probably don’t realize it you’re just used to doing things like that. First strike. Why would I do that!? The car should look as good, if not better than the one I’m trading in. I should not need a paint job on a 2022 BMW that I just bought. YOU should have already done that. My husband drove the car and it sounded horrible. It didn’t have the power like my current BMW and the mufflers sounded awful, like a bunch of aluminum cans rattling against each other. The car didn’t have all the upgrades our vehicle has, they had not cleaned the vehicle worth a damn ( although the salesman said they did) The interior had spots all over it. And to top it all off, they had called people there ready to buy my car that I was trading. “Hurry, I’m on a time crunch” Salesman actually told me that. He knows who he is, I don’t have to mention names. Looked like a frat boy party college kid car. Me and my husband are 49, and 51 respectively. Like I said, it was hilarious watching them spit their car sales game when we arrived. “ Everyone loves this car” “ This is a great car man, looks good.” They had the car parked on the back side like a dirty secret. It looked awful I see why they didn’t have it in front 🤣

No it looked like crap, and it sounded like crap. My husband is a gear head, He said that 2022 BMW 550 has been modified and it drives like crap! Our BMW is WAY better and fully loaded. No downgrading here. I think that they thought they had a couple of idiots. I just wanted to see if the car buying game had changed. It hasn’t. No way would I make a trade like that. Since it’s so great of a car, YOU buy it! Wouldn’t recommend this...

When we made the decision to purchase a used Jaguar I Pace we did our research. I knew what I wanted… the only problem was that there were only 9 for sale in the entire nation and none of these were in my home state. I began contacting dealers out of state. I spoke with multiple sales people who either made me feel like my business was not worth their time or who did not have knowledge about supporting out of state buyers. I had nearly given up when I got a notification that a new car was on the market that fit my search. When I saw the car I was almost scared to get my hopes up but I sent a message to Jaguar Charlotte requesting more information, mind you it was nearly midnight eastern time. When I woke up the next morning I was pleasantly surprised to have a response in my inbox. My car was still available and Matthew Smith had even taken the time to send me 2 videos of the car. After my first conversation with Matthew I knew this would be a different experience and that I had found my car. Matthew was very knowledgeable and made me feel at ease making such a big purchase from across the country. He answered all of my questions and was quick to respond to my texts whenever “one more question” popped in my head. I had been pre-approved with financing through my bank at a great rate. Where other dealerships had refused to work with my credit union, Matthew welcomed the challenge. He would have used my financing but ended up finding me an even better deal with one of the banks he regularly worked with. Completing paperwork was a breeze and he even included shipping my car across the country in the deal. Within a week I got the call that my car had been delivered, all DMV paperwork had been completed (something other out of state dealers refused to do) and was ready to be picked up from a partner dealership that was close to my home. My car arrived in pristine condition and was exactly as described. I couldn’t be happier. I highly recommend Jaguar Land Rover Charlotte and Salesman Matthew Smith. Tell him Jessica from...