Jaguar Santa Monica Authorized Service — Local services in Santa Monica

I took my RR in for a warranty repair. The repair was supposed to take only a day- got a call 30 min after I dropped off my vehicle that while the technician was driving the car into the garage for repair, he has backed the car into the wall damaging the rear end of the vehicle. Everyone makes mistakes, but that's not why I'm upset and writing this review. It is the manner in which the team and my service advisor Nick deals with the issue. First, my SA didn't even apologize for the incident- he called and simply said "Hey not so good news here, here's what happened, and we're going to replace the bumper/ lights and everything will be fine, just take the rental car back and we'll switch me to a loaner car so we don't have to pay for rental fees". I asked him to send me a picture of the damage. None was given after waiting for 3 hours. Called him, no one answered. So I went down to the dealership myself, nobody could find my car for the first half an hour. There was no one on site who cared about what was going on, and no manager who came and explained to me how it had happened and what they're going to do and where they're going to take the car for repair since they don't have a body shop. I called and followed up with Nick for a question, haven't gotten any reply yet.

UPDATE 7 weeks later:

This dealership is absolutely ridiculous. It has been week 7 since my car was damaged by their technican and to this date we have no response to our resolution and no communication at all as to when we will get our car back. It has suffered a massive impact because not only the exterior bumper and quarter plates are damaged, the inner structure is damaged too! The best part is that during the 7 weeks, there is no communication that the service manager and the general manager Nash cared to provide. I had to go down to the body shop and found out myself that my car was completely torn from after the front driver/ passenger seat. We have left voice messages and emails to Nash, and concerned about the Carfax report for the $12k repair that will be left on our 2 year old accident free car, and all they wanted to do is provide us with a letter?! We are extremely dissatisfied and will approach legal counsel. Do not trust your car with this dealership and do not expect that they will provide the level of customer service you're...

I started looking for a new car and knew I wanted a Land Rover diesel. I wasn't sure if I was going to buy the full size or the sport and stopped into Land Rover Encino on a Saturday morning. They didn't have the full size diesel so the salesperson showed me a sport. As it didn't have the options I wanted he searched his other stores and found a car. I left thinking I would go check out the car at the other store on Sunday before making a decision. I called the sales person the next day to make arrangements to go to their other dealership to view the car. He said he would call me back in 30 minutes and I didn't hear from him for 5 hours. I called again and he blew me off...AT this point I was frustrated and decided to go to Land Rover Santa Monica.

I was immediately greeted by the 2 receptionist as I walked in. They were polite, offered me a beverage, and let me know that a salesperson would be available shortly. This was already a great start and I was introduced to Alex Stanisic. After exchanging pleasantries he asked me what I was in the market for. I explained that I wasn't sure between the Full size and the sport. He asked me a variety of questions to determine my needs and felt that a sport was a good fit for me. This was the indicator that I had come to the right place. Alex really took the time to understand what I needed and didn't try to oversell me. I told him what had taken place at Land Rover Encino and showed him the car and options that I was going to look at.

Alex took the time to discuss the various options and again asked me questions to determine my needs. Base don this I was able to choose a car that had everything I wanted (color and options) and saved me almost 13K on things I didn't want or use. The negotiation, financing process, and delivery of the car was one of the smoothest experiences I ever had buying a car. Alex stands out as one of the better salesperson I have ever dealt with (and I have bought well over 25 cars) and I highly recommend him and all the staff at Land Rover Santa Monica.

BTW the next day when i came to pick up the car (and the day after that when I had a small issue with my Land Rover App) the receptionist greeted me again by name...that to me is real...

Hands down the worst experience ever and I will do my best to never step foot in that dealership again. There was no follow up for days, i left multiple messages and finally demanded to getting someone on the phone. Then they tell me that what was wrong with my car (conveniently 1 day after my factory warranty expired) wasn't covered by my Land Rover extended warranty. Every single time I've used my extended warranty (on several different cars) at this dealership, nothing has ever been covered and they always find ways to charge even more money. To make matters worse, after 3 days and finally getting an update on my car, one guy (Mario) calls to tell me that there are extra charges and my car isn't finished until i approve the charge and at the EXACT same time another guy (Armando) calls on my other line to tell me that my car is all fixed and there aren't any charges. I explain to Armando that I have Mario on the other line and he said it's not done and there are extra charges. He said, he needed to double check and call me back. Interestingly enough, Mario calls me back to tell me that "its all been taken care of". As if that isn't enough to show that this dealership is dishonest and a scam, when I went to pick up my car, it took 45 minutes to get my car. After 15 min of waiting and seeing the 2 people who came after me get there cars, I was told "its coming, it's just blocked by a few cars". After another 15 minutes, I walked around the corner to see my car in the garage and it was NOT blocked. I asked again and they said it was coming. Finally I walked up and a guy told me that they lost my keys and they were trying to find them. So not only was i lied to about what was wrong with my car, they lied to me about why it was taking so long to get my car back. No apology or anything. If a dealership lies and can't even keep track of my keys, there are some serious issues and I have made sure to let my fellow Range Rover friends know as well. Completely...