Jaguar Virginia Beach — Local services in Virginia Beach

Dear Jaguar Checkered Flag Service Center Management,

I am writing to formally express my deep dissatisfaction with the service I received at your facility. I was a loyal customer for five years, but due to multiple service issues, high turnover, and miscommunication, I made the decision to discontinue my patronage in April 2023. My most recent experience has compelled me to document my concerns in hopes that improvements will be made for future customers.

On January 28, I had an appointment at 8:00 AM, which was scheduled after I called your service center to address an issue with my vehicle's locking system after a new battery as installed. I informed the customer service representative that my vehicle likely needed reprogramming and that the issue might be related to my auxiliary battery. I was quoted a service fee of approximately $200 for the diagnostic and scheduled accordingly.

Upon my arrival, I was eventually greeted by David Brown, to whom I reiterated my concerns. I also specified that another company was servicing my car and that I only needed Jaguar Checkered Flag to diagnose and address the specific issue at hand, as my current mechanic did not have the necessary tools for this type of service. Despite this, David informed me that the technicians would inspect the vehicle.

While waiting in the lobby, I received a text message with a link to the inspection report, which stated that my driver door lock and motor needed replacement. Concerned about the accuracy of this assessment, I walked to the back to speak with David, questioning whether the issue could be related to my auxiliary battery or require reprogramming. David insisted that the technician's findings were accurate and that the door lock and motor were the problem. The quoted repair cost was $1,100. I declined the service and instead had my current mechanic perform the suggested repair for approximately $500. Unfortunately, this did not resolve the issue.

Disappointed, I called Jaguar Checkered Flag again and scheduled another appointment, as I was informed that your facility was the only one with the necessary tools and software to properly diagnose and resolve my issue. During this time, my current mechanic reached out to a contact at your service center, who then stated that the recommended repair was merely a suggestion and that my vehicle should not have been serviced at all due to its age (over 10 years old). This revelation was both frustrating and confusing—if my vehicle was not eligible for service, why was I allowed to schedule multiple appointments?

Ultimately, I was referred to a third-party electrical company, which successfully resolved the issue on February 4 by simply reprogramming the vehicle—exactly what I initially suspected. This cost me an additional $300+.

Following this, I visited Jaguar Checkered Flag at 3:30 PM on February 4 and spoke with the service manager, Jesse. Unfortunately, I felt dismissed and unheard. He stated that your service center never guaranteed that the lock and motor replacement would resolve my issue, only that it was a recommendation. He further claimed that your facility cannot simply reprogram a vehicle upon request, which contradicts the service I eventually received elsewhere. I left the conversation feeling that your staff was inexperienced, unwilling to listen, and more interested in troubleshooting than providing accurate diagnostics.

My primary issue with Jaguar Checkered Flag is that I was given an incorrect diagnosis, which cost me additional time and money. Had I agreed to the $1,100 repair at your facility, I would have wasted even more money on an unnecessary service. This experience has left me questioning the competence and integrity of your service team.

No loyal customer should endure the frustration and financial loss I have experienced. I am sharing my story in the hopes that no one else will have to go through a...

My experience purchasing a CPO Jaguar F-Pace, has been a mix of both abhorrent and great. My first sales person Garrett, literally told me to go buy a competitor’s car when I asked if they negotiated on add on products (e.g. extended warranty).

I then had a good experience when I ultimately purchased the vehicle, that was a seamless process and short lived. Five days later I started experiencing problems with a key fob and the InControl app. I tried calling and was told I would hear back shortly. Only after calling back and asking for a Sales Manager after waiting longer than 2.5 hours did I finally receive some service.

Everything went downhill from there. I had to bring the car in for service. I provided two videos of the issues I was having and had different Sales Manager witness the issues in person. The Service Advisor, Faith Lytle, then thought it would smart to offer to send me a video of how to use keyless entry and a key fob, as if I was some idiot that had not used one since they were created more than 15 years ago. After requesting to see the original CPO inspection, I found out that the inspection had errors on it. So, Do Not Trust their CPO process, or double check it before purchasing!

To add insult to injury Faith then had the audacity to state on my service write-up that I would have to go back to the dealership to replicate the issues that they had on video and witnessed by a Sales Manager, because they could not duplicate the issues. I am not a trained monkey that responds on command, especially when she had the evidence on video and a manager witnessed the issues already.

The great part of this experience was Sales Manager, Charisse and Service Foreman, Collin. The two of them did a tremendous job in calming the storm that was my rage. Charisse did tremendous job bridging the sales/service chasm. Collin did an amazing job researching and diagnosing the vehicle then taking the time to explain how things operated to me in person. Their efforts should be recognized as it stopped me from pursuing a legal action! Their senior management could not care less about the customer experience. This was evident by the delegation of resolving my issues to Charisse. Nor was Faith’s unprofessionalism addressed.

Overall, even with a positive end DO NOT PUCHASE anything from JLR Virginia Beach! If you do, know you are doing so at...

I had spent almost a year looking at the F-Pace online. I even signed up to come into the dealership but I chickened out. I continued to read the reviews and admire the car online. I came in on a Sunday when the dealership was closed and walked around and took a look at a couple of them. But I was still on the fence about buying one. On Monday, January 22, 2018 we were told the government was shutting down and we were going to be furloughed. So I went to lunch with a friend and when we were finished I said, "Let's go look at the Jaguar's!" She said okay. So we arrived at the dealership and started looking around. We were only on the lot, maybe a minute, and Bob greeted us. We told him that we were looking at the F-Pace, so he said, okay, I'll go and open it up for you. He opened up the car and began explaining everything to me. He started at the trunk area, moved to under the hood, and then to the inside of the car. Immediately upon stepping into the vehicle he began breaking everything down. From the floor mats, the back seats, the heated steering wheel, and the touch panel. He told us to hop in and we drove over to the lot where the other cars were on overflow. He began showing me the difference between the 4 Cyl Turbo and the 35T 6 Cyl. He showed me all of the different colors on the lot. I immediately saw the green one. He stated it was British Racing Green. He said let's go over and get the keys and I will show you the difference between the two. He took the time to explain that vehicle as well. We took it for a drive and that was all she wrote. I knew I had to have that car. It was even more than what I dreamed of. Bob's service was exceptional because he was patient, positive, and answered all of my questions no matter how small I thought they were. He really gave me specialized service by laminating my insurance cards, and the car sale sign. I felt really special. I was not hurried and he let me know what was going on every step of the way. Thanks Bob for the Outstanding service!!! You are...