Jaguar of Great Neck

The part necessary for the repair arrived the next day on 10/**The client came in and the car was repaired under warrantyThe misunderstanding has been resolvedTony A***, GM

I own a Jaguar XJL car which was bought a few years back from the Jaguar dealership in Great Neck, Long Island, NY Although the sleek stylish look is an advantage, my overall experience has been absolutely horrific and death defying
We started experiencing numerous technical issues earlier this year that were affecting the overall performance of the car with only 35,miles on itFor example, as we were driving on the road, the car would automatically shift gears into neutralIn some cases, we had to keep driving on neutral to get off the highway which obviously can be very dangerousIt happened several times and when we took it to Jaguar service station in Great Neck for servicing, they assured us that they fixed the problem and all was good; however, it happened again and again
In March 2015, I had the most terrifying incident occur when I was driving on the Triboro Bridge from NY to NJI had my year-old son and year-old niece in the back seatAs we were on the bridge, the gear shifted automatically to neutral and smoke started to come out from the front engine As the car started slowing down, and since there was no more control over the acceleration, I was very worried about getting rear ended by the vehicles coming up behind me Since I was on the middle of the bridge, I had no choice but to keep driving until I could safely get off as there was no shoulder for me to parkThe smoke had enveloped the entire outside of the car and I was so fearful of my children's livesIt felt as if the car was ready to blow upWe finally made it off the bridge and I immediately stopped the car on a shoulder lane and called the service hotline Again, the car was taken in for servicing and the technicians supposedly fixed it and they said all was good
Not so long after, the gear started automatically shifting to neutral again as we were driving to a friend's houseAs we were too far from our home and did not want to be stranded in the middle of nowhere, we stopped and turned the car off, waited a while, and then turned it back on so it could somehow reset itself Unfortunately, this process had to be done numerous times until we were able to reach our friend's place All the while, feeling as if the car was going to die out on usOnce we finally reached their home, we called the service hotline which towed away the car and we had to cab it back to our place This time around, the Jaguar service station said that they were replacing the entire transmissionThis replacement took place just months ago
Within a month later we had another similar situation, and took it into the service station This time they said that the software was not re-calibrated and now that they did we would no longer have this issue
Unfortunately, since then we have had a couple more incidents where the gear automatically shifts into neutral while drivingThis of course, is an extremely dangerous situation while driving on a highway, bridge or tunnelHaving this constant feeling of being unsafe in your own car is very unnerving At this point, I feel that we have given the dealership enough opportunities to resolve the situation, however, I believe that we have been sold a "lemon" Knowing that we don't put much mileage annually on our vehicles, we financed this car so that after paying it off, we would still be able to enjoy it for many years after our payments were over When we approached the dealer recently, and wanted to know how they plan to rectify our situation, they suggested leasing or financing a new vehicle This feels like a bait and switch tactic Unfortunately, we are expected to bear the burden of additional costs of many more years of payments when I am almost finished paying off this existing one This seems quite unfair when the cause of the problem seems evidently to be a defective vehicle that was sold to us from the start
I did not expect this from a high end automobile company like Jaguar For an expensive luxury car, our experience has been very disappointingGiven the constant issues with this car, we would never suggest leasing or purchasing a Jaguar

The part necessary for the repair arrived the next day on 10/**. The client came in and the car was repaired under warranty. The misunderstanding has been resolved.
Tony A[redacted], GM

Review: On 8/*/15, I went to the parts dept of Jaguar of Great Neck. I got a key made but was told that I have to bring the car back to get it programmed. I came back on 8/*/15 at 7:30 am. I was told by the receptionist that I should have a seat and wait for Steve. There were two gentlemen in the waiting area. The two men were quickly seen. After a significant period of time I went to the receptionist to inquire about how long should I wait. The receptionist told me Steve would be right with me. After about 20 minutes of waiting, Steve called an employee over and started to talk with him joking and laughing . I then went to Steve and asked why am I waiting; he replied what are you here for, I told him and expressed my displeasure with the lack of attention and customer service. He asked did I have an appointment, and I replied I did not. He said, "I have a lot of appointments so you'd have to wait!" With only myself in the waiting area I didn't understand why I couldn't be seen before any other appointments come in; Furthermore, I was never asked to make an appointment or if I had one. At this point I felt due to the way I was dressed and the color of my skin, I was treated like a "second class citizen". Steve threatened to not offer service if I didn't stop yelling but he too was yelling and making me feel like I wasn't valued as a customer. Steve added that It would be $140 to program a key like I didn't have money to afford it. AT this point I asked for the corporate number and took Steve's business card. I filled out the online comment form and requested a call back. My wife the registered owner finished the intake as I couldn't deal with the lack of professionalism and mistreatment from Steve. After leaving and coming back for the key, we were told that another key was needed and we would need to purchase it in order to program the key. We paid and was told that the key was programmed and ready to go. Since the car door was open and the keys given, I drove the car home. when I got home and tried to lock the car with the remote it did not work. I called the service dept back and was told by the eceptionist that her manager would contact me. Till now I have yet to hear form the manager. This is very upsetting as I paid for the service but did not get what I paid for leaving me feeling "robbed". My money taken and treated less that the typical client that came to the Great Neck Jaguar service location. This isn't right!Desired Settlement: My remotes fixed and remedies to be discussed at time of contact by the business.

Business

Response:

On 8/**/2015 the customer came to the dealership. He has been supplied with two new remotes that are now programed to his car. There was no additional charge and all problems are now solved.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Sincerely, [redacted]

I own a Jaguar XJL 2011 car which was bought a few years back from the Jaguar dealership in Great Neck, Long Island, NY. Although the sleek stylish look is an advantage, my overall experience has been absolutely horrific and death defying.

We started experiencing numerous technical issues earlier this year that were affecting the overall performance of the car with only 35,000 miles on it. For example, as we were driving on the road, the car would automatically shift gears into neutral. In some cases, we had to keep driving on neutral to get off the highway which obviously can be very dangerous. It happened several times and when we took it to Jaguar service station in Great Neck for servicing, they assured us that they fixed the problem and all was good; however, it happened again and again.

In March 2015, I had the most terrifying incident occur when I was driving on the Triboro Bridge from NY to NJ. I had my 12 year-old son and 10 year-old niece in the back seat. As we were on the bridge, the gear shifted automatically to neutral and smoke started to come out from the front engine. As the car started slowing down, and since there was no more control over the acceleration, I was very worried about getting rear ended by the vehicles coming up behind me. Since I was on the middle of the bridge, I had no choice but to keep driving until I could safely get off as there was no shoulder for me to park. The smoke had enveloped the entire outside of the car and I was so fearful of my children's lives. It felt as if the car was ready to blow up. We finally made it off the bridge and I immediately stopped the car on a shoulder lane and called the service hotline. Again, the car was taken in for servicing and the technicians supposedly fixed it and they said all was good.

Not so long after, the gear started automatically shifting to neutral again as we were driving to a friend's house. As we were too far from our home and did not want to be stranded in the middle of nowhere, we stopped and turned the car off, waited a while, and then turned it back on so it could somehow reset itself. Unfortunately, this process had to be done numerous times until we were able to reach our friend's place. All the while, feeling as if the car was going to die out on us. Once we finally reached their home, we called the service hotline which towed away the car and we had to cab it back to our place. This time around, the Jaguar service station said that they were replacing the entire transmission. This replacement took place just 4 months ago.

Within a month later we had another similar situation, and took it into the service station. This time they said that the software was not re-calibrated and now that they did we would no longer have this issue.

Unfortunately, since then we have had a couple more incidents where the gear automatically shifts into neutral while driving. This of course, is an extremely dangerous situation while driving on a highway, bridge or tunnel. Having this constant feeling of being unsafe in your own car is very unnerving. At this point, I feel that we have given the dealership enough opportunities to resolve the situation, however, I believe that we have been sold a "lemon". Knowing that we don't put much mileage annually on our vehicles, we financed this car so that after paying it off, we would still be able to enjoy it for many years after our payments were over. When we approached the dealer recently, and wanted to know how they plan to rectify our situation, they suggested leasing or financing a new vehicle. This feels like a bait and switch tactic. Unfortunately, we are expected to bear the burden of additional costs of many more years of payments when I am almost finished paying off this existing one. This seems quite unfair when the cause of the problem seems evidently to be a defective vehicle that was sold to us from the start.

I did not expect this from a high end automobile company like Jaguar. For an expensive luxury car, our experience has been very disappointing. Given the constant issues with this car, we would never suggest leasing or purchasing a Jaguar.

Review: I had originally bought a brand new 2016 Jaguar f type from the guys over at sales and absolutely loved their services. all of the sudden on a bright sunny day I had gone to my jaguar f type turned it on and had an alert saying that the hood latch was open. I had opened and then closed the hood but the warning was still there. so I went right into the dealership Service Department. as I walked in the receptionist had told me to wait for the manager named STEVE. I had sat down in the waiting room while he was on the phone and no costumers were in the building, I had wited about 30 minutes for him to finish his phone call. he then approached me and asked who I am waiting for and I had old him I am waiting for him. he told me to go sit in his office, walked in grabbed his car keys and had left. after about 25 minutes of sitting in his office waiting for him to return from wherever he went. I walked to the receptionist and had asked her where he had gone. she said that he went a lunch break, I suddenly became furious! how could a service anger tell me to wait in his office and just simply go on a lunch break without announcing! I had waited another 30 minutes and then really began to feel mistreated by Steve the manager of the service department. so I had gone and asked her where he is she said she didn't know. so I simply walked upstairs to the parts department and found him sitting in the lounge hanging out with the guy that sells the parts and not even eating!!! as I walked upstairs he had given me an attitude and asked me why I walked up there, at that point I was really unsatisfied. so I decided that if he treated me like that he should be complained about.I told him I needed the part for my vehicle hood latch that as soon as possible. it needed to be repaired immediately! I can not lock my car and leaving it unattended overnight parked on the street is very uncomfortable for me. anyways, steve the manager at jaguar service department has horrible service and simply Does Not care for his customers satisfaction. I had paid top dollar for my vehicle only to find out that I have to deal with this unprofessional so called "Manager" in the service department of great neck jaguar. I am unhappy with their services. will never buy nor would I recommend anyone to buy or deal with this dealership.Desired Settlement: Id like for my vehicle hood latch to be repaired immediately! I can not lock my car and leaving it unattended overnight parked on the street is very uncomfortable for me.

Business

Response:

The part necessary for the repair arrived the next day on 10/**. The client came in and the car was repaired under warranty. The misunderstanding has been resolved.Tony A[redacted], GM