Jaguar Land Rover Houston Central - Service Center

Buying was good, service not so much Why I won’t have another Jaguar and it isn’t due to the quality of the car. It is due to the service at Jaguar Houston Central Early December 201 Why I won’t have another Jaguar and it isn’t due to the quality of the car. It is due to the service at Jaguar Houston Central Early December 2016 my 2013 Jaguar XK told me it needed new brake pads so I made a service appointment. After taking the care in on December 19, I was told it would take a couple hours so I decided to wait. An hour or so later they came out and said they noticed the water pump was leaking and since it was under warranty they were just going to fix that. This meant the car wouldn’t be ready until the next day so they took me home. This was no issue or hassle to me at all. So far I was still very happy with the dealership. The next day I got a call that they were having trouble getting the water pump off so it may take a couple days. They offered to get me a loaner car which I took them up on. Again, so far I was still happy with them. The next day(12/21) I received a call that they had broken a boldttrying to get the water pump off and were trying to determine the best way to go forward. It would be another few days. Now I am not so happy because this wasn’t a quality issue with the car but human error in breaking the bolt. But I do understand that sometimes things happen. The service rep informed me on 12/22 that they were needed to take the engine out of the car to attempt drilling the bolt out of the engine block. The engine in my car needed removed due to human error which seriously concerned me. The engine was sent to a machine shop to remove the bolt and when it was returned around 1/23, the service rep informed me the service manager wasn’t happy with the repair and that I would probably need a new engine. Then on 2/2 they called to tell me my car would be ready the next day and they were able to put the original engine back in. Here is the part where I have lost all faith in the service at this Jaguar dealer and in the car maker itself since they allow this to happen. I wanted the service center to provide an extended warranty on the engine/drivetrain since the engine was removed due to human error on their part. The service manager refused and then would not even offer to SELL me a warranty since my car was now under 3 months of the original warranty expiring. My car was NOT 3 months away from the original warranty expiring when they broke the bolt, but was when they finally had a resolution. If they had confidence in their repair, an extended warranty is a pretty cheap way for them to stand behind their work. But they would not which is an indication of how they think this will hold up. My wife and I tend to keep our cars 7-10 years and since Jaguar doesn’t make the XK anymore, I fully intended to keep it a long time. My wife has been a long time Mercedes Benz owner but was considering the F-Type. I had been a Jaguar proponent since purchasing the XK. Both of these things have now changed due to this service experience. I will go back to being a Porsche customer and my wife will probably stay a Mercedes owner going forward. I will make sure I express my feelings about Jaguar, based on the service experience to anyone I can. By not standing behind their work and putting the full risk on me they have lost me as a potential customer and have turned my positive feelings about the car into extremely negative feelings. Feelings that I will not hesitate to share whenever I have the opportunity. This experience was not due to the quality of the car, but to human error by the service department. And they refused to stand behind that work with any warranty and refused to offer me a warranty I could purchase. That tells me a lot. I have no complaints about Renee the service advisor. She did what she could. More

Service Great Customer Service! I will recommend my family and friends to visit! Michael is efficient and takes great care of my vehicles. The staff is always Great Customer Service! I will recommend my family and friends to visit! Michael is efficient and takes great care of my vehicles. The staff is always friendly! More

Jaguar Central Houston doesn't service Jaguars!!!! I just called Jaguar Central Houston's service department to make an appointment to have the (disintegrated) front upper shock mounts replaced on my 2 I just called Jaguar Central Houston's service department to make an appointment to have the (disintegrated) front upper shock mounts replaced on my 2001 XK8 (which only has 21K miles on it), and I was told that they do not work on Jaguars that are over 10 years old!! I asked since when have they not worked on Jaguars older than 10 years, because I have had my 2001 XK8 repaired and serviced at Jaguar Central Houston since 2011. Unbelievable that a Jaguar Dealship doesn't work on Jaguars!!! Well I certainly won't be taking my Landrover to this dealer any longer and will never consider buying a new car from them. More

Horrible Attitude towards a potentially lethal situation After having our brand new evoque basically shut down in the middle of the highway. We were lucky to make it to the dealership (not our first choice After having our brand new evoque basically shut down in the middle of the highway. We were lucky to make it to the dealership (not our first choice after some previous incidents but given the severity of the situation and the dealerships proximity we made do). We literally coasted in at which point it was immediately clear they wanted nothing to do with us since servicing was soon closing. Despite a clear danger they left us with no options, even after speaking with manager Tim Durham. Despite a full lot of safe vehicles we had to call the free Range Rover roadside assistance to actually transfer us to a Range Rover dealership. You heard that correctly. We had to utilize a free service which Range Rover had to pay for. Never in my life. You would think that with the cost of these cars you would get treated better. If you have a choice, push your car to the next dealership!!!! More

Worst Service Department Ever We've had our 2014 Range Rover for 15 months and its been in the shop 8 times, 5 of those for brakes. At this point we are completely frustrated at o We've had our 2014 Range Rover for 15 months and its been in the shop 8 times, 5 of those for brakes. At this point we are completely frustrated at our $100k purchase. The service staff at Old Katy is by far the worst we've ever experienced of any manufacturer (in the past 10 years we've owned Porsche, BMW, Audi, MB, and Jeep). Its difficult to imagine that service departments like this actually exist today. They are rude, incompetent, argumentative, and unprofessional. Every time we take our car in, it comes back without being fixed and with a new problem. We are now taking our car to Momentum, and its much much better. By the way we loved our sales guy (Bernard) and had a great sales experience. More

Frank is the worst. If you are getting your car repaired or serviced here, ask for anyone but him. He has terrible customer service skills and doesn't even pretend your car repair is a priority. I had my La or serviced here, ask for anyone but him. He has terrible customer service skills and doesn't even pretend your car repair is a priority. I had my Land Rover towed there because I purchased it there and it was still under warranty when it had problems with the engine. I called ahead of time and was assured they would repair it the same day. Frank was supposed to call and give me an update in the afternoon but didn't and acted like he had no idea who I was when I called. When I summarized the earlier conversation to remind him, he rudely said he had a "different version of events" and they weren't even going to try to look at my car until the next day. He couldn't have cared less. Oh and this is after he had to go check they still had my car there because I wasn't in the system, which is not a good feeling for the car owner. Below expectations for what I'd expect from a Land Rover dealership. Way below. More

Just a few words about Carson Bryant: his customer service is OUTSTANDING, Carson selflessly took time on a Sunday to drive to Galveston to review my new car and to show me all of the amazing details. service is OUTSTANDING, Carson selflessly took time on a Sunday to drive to Galveston to review my new car and to show me all of the amazing details. For anyone to take time out of their weekend to do this is exceptional. His attention to detail and his knowledge of the vehicle is great. I will definetly recommend Carson to any of my friends in the market for a new car. Carson also did an outstanding job to resolve a minor issue with my vehicle which I am very grateful. Carson is a total asset to your organization, you are very lucky to have such a committed associate. More

Brought car in for sceduled service. Service technician was great as was quality of work but not giving loaner car a hassle and the experience with shuttle driver horrendous. She packed three in van and to was great as was quality of work but not giving loaner car a hassle and the experience with shuttle driver horrendous. She packed three in van and took someone's maid to their house before taking me to work. I am fine with first come but not if sent rep (also the fact don't supply loaner will be deciding factor on next car). When called to get my car it was ready but driver had not had lunch (2pm) so implied I had to wait for that (and did so rudely). Service tech (Steve) worked it out but I had alreafy arranged ride from work. My decision on next car can be driven by this extremely poor shuttle driver experience (Technician was great but the shuttle driver was beyond bad and acted like my time meant nothing) More

Horrible experience. I will never use this dealership again. Rude staff. I would have expected a lot more and will not recommend it to any of my friends. . again. Rude staff. I would have expected a lot more and will not recommend it to any of my friends. . More

Called this dealer for a recall notice on my 2007 Land Rover to schedule service. At the time of the call, they said they had no dealer cars at that time. I scheduled the service 2 weeks into the future Rover to schedule service. At the time of the call, they said they had no dealer cars at that time. I scheduled the service 2 weeks into the future to be sure I had a car to drive. Because it was imperative for me to get to work, at the time of scheduling, I confirmed with the scheduler twice that they would have a loaner car for me to drive and they said yes. I got to the dealership for the SCHEDULED service and was told that they had no car for me to drive and I could wait or take the shuttle. I left. Simply misleading and dishonest. More