Land Rover Naperville - Service Center

This is quite possibly the worst experience I have ever had at any dealership, regardless of the brand. On the way home from a 60 mile round trip, I heard a knocking sound from the engine. Once I arrived a had at any dealership, regardless of the brand. On the way home from a 60 mile round trip, I heard a knocking sound from the engine. Once I arrived at home, I decided to have my vehicle, a 2007 Jaguar X-Type towed to this dealership with the hope of preventing any further damage. I called the dealership and made an appointment for 9:30am the next day. I called the dealership first thing in the morning to confirm they had taken my car in and had everything they needed. My service advisor, Matt Herzog assured me they had everything they needed and told me they would call once they had the opportunity to diagnose the car. When 2:30pm in the afternoon came around and I still had not heard anything, I decided to stop by the dealership on my way home from my horse stables to try to get an update. Upon inquiring about my vehicle, I had noticed it had not moved from the parking space it was put in by the towing company the previous evening. Matt claimed he only had one “certified” Jaguar technician with a high level of experience on the X-type cars and was only comfortable letting him look at and diagnose the car. This technician was tied up on other things but he was still hoping to have the car looked at before the end of the day. Later that day I received a phone call from Matt stating “he ran out of daylight” and wasn't able to get to my car but would have it looked at first thing in the morning my this X-type expert technician. I had now lost an entire day. When 2:30 in the afternoon the next day (12/12/13) came around and I still had not heard a word about my vehicle, I again called Matt. Once again he explained they still did not have any answers and the “specialist” had once again been pulled away for other needs. At this time I explained my frustration with having a 9:30 am appointment on Wednesday and we had now been approaching two full days with no answers and no car. I told him I should have been informed the car wouldn't be looked at on my appointment time and if they were that busy, I could have taken the car to another dealership. Matt took a very condescending tone with me and said that wasn't the case and he would let me know something by that evening. About 5:30 pm that same evening, (12/12/13) I finally received the call from Matt to inform me “we were dealing with something major deep in the engine” but had no definitive answers. The “technician” basically turned the car on, heard the knock, turned it off and called it a “diagnosis”. No oil pressure test was performed, the oil was not drained to see if there was metal particulate, no compression test, nothing whatsoever. When I asked what next steps were, all I head was silence and an “I don’t know what to tell you”. When asked if it could be repaired, the reply was that it would cost $1300.00+ to tear down the motor for a full diagnosis at which time if the car was determined to be un-repairable, I would basically have a “$1300 bill and a car that was apart”. At no time did I get any answers, solutions or even so much as a suggestion as to what to do next. To add insult to injury, I was told there would be a $135.00 charge for the “diagnosis” which after “miscellaneous fees” and taxes came out to be $160.71. When including the towing charge, I have now spent $260.00+ and know nothing more than I did when the issue started and I have lost nearly 3 days. I had the car picked up from the Patrick dealership late Friday morning and taken to a very reputable import repair facility for a full diagnosis. To say I have been soured on Jaguar due to this experience is an understatement. As a business owner myself, I would never dream of treating a customer like this. I was never for a minute treated as anything more as a nuisance for hoping to have my 6 year old used car serviced by this dealership. Never once was I given any consideration as a possible future Jaguar buyer, new or used, even though my car was approaching 100,000 miles and I was seriously in the market. Perhaps it was because I looked a bit disheveled when I came into the dealership from my horse stables or maybe it was that this car had little perceived value in the eyes of this service department. Regardless of the reason, I can assure you it won’t happen again because I will never give Jaguar another opportunity to win or lose my business. More

My overall experience with Patrick Jaguar when getting my 70000 service work was a very good experience. Matt was pleasant and explained thoroughly what needed to be done. He was also helpful in making sure 70000 service work was a very good experience. Matt was pleasant and explained thoroughly what needed to be done. He was also helpful in making sure everything that was covered under warranty was charged to Jaguar. More

Service dept did a great job, had a problem over the weekend called an on Monday early and they got me right in and got the vehicle back in service the very same day. Great service and very nice c weekend called an on Monday early and they got me right in and got the vehicle back in service the very same day. Great service and very nice conclusion. Well done to their service crew! More

Why I gave the rating I gave: I've drive from the Hyde Park area of Chicago to have my car serviced with Patrick Land Rover for months now, each time I received nothing less than great customer servi Hyde Park area of Chicago to have my car serviced with Patrick Land Rover for months now, each time I received nothing less than great customer service. Mr. Tony Portuese and Mr. Matt Herzogg are very attentive and professional. I'm a repeat customer and I recommend this dealer to all who are looking for a respectable-professional customer experience. The front desk and the behind the scenes administrative assistance is just as welcoming and professional. More

This Jaguar dealership seems best for service pricing and work reliability around Chicago. Friendly people and takes time to explain and clear every doubt customer has. Matt was helpful to advice me on my ve work reliability around Chicago. Friendly people and takes time to explain and clear every doubt customer has. Matt was helpful to advice me on my vehicle, and explaining everything what i wanted to know. Thank you Matt. More

Ernie is hands down the best car salesman I have worked with, and I've purchased 10+ cars in the last 10 years. This dealerships dedication to great service will keep me coming back for a long time, and I with, and I've purchased 10+ cars in the last 10 years. This dealerships dedication to great service will keep me coming back for a long time, and I would highly recommend it to anyone in the market for a new car. More

As always, Kristi and the rest of the service team, checked my problem and got me going asap. I know when I take my car in that they will let me know approximately how long it's going to take and they checked my problem and got me going asap. I know when I take my car in that they will let me know approximately how long it's going to take and they strive to make their goal. I always recommend their service department. More

Admittedly, I can be a demanding customer :) Ben and Kristi of Patrick Land Rover of Naperville ALWAYS address my concerns and go above and beyond to make a trip to the dealer for service (which no one Kristi of Patrick Land Rover of Naperville ALWAYS address my concerns and go above and beyond to make a trip to the dealer for service (which no one likes) actually a pleasant experience. They always remember you by name and do a great job getting your vehicle looked at as soon as possible. The original reason for the visit was a synthetic oil change and a rear brake job for my 2009 Range Rover Sport. As usual, Ben met me in the garage bay and was ready to make a list of any additional issues/concerns that I had. One issue I did have was that the liftgate struts were sticking and the gate wasn't opening smoothly. Enough said...Ben promptly ordered new ones to replace them. Additionally, while inspecting my truck, Ben noticed that the small plastic lenses that house the lights that illuminate the rear license plate were missing. Ben added those to the list. When I went to the waiting room, a new LR4 was promptly pulled around front for me to use while my truck was being serviced. My vehicle was washed and waiting for me when it was promised. The only painful part was the price !....which really wasn't too bad especially when you stop and remember you're not driving a Kia....its a Land Rover !! :) Chris More

My wheel bearing went out on Friday night. I called Saturday morning and they were able to get the car on the rack and fix it within a few hours. They ended up replacing the entire suspension control a Saturday morning and they were able to get the car on the rack and fix it within a few hours. They ended up replacing the entire suspension control arm and they performed an inspection of all systems to make sure nothing else needed repair. They contacted the warranty company and took care of all of the paperwork too. They even washed the car inside and out. Great Service! More

I have been coming here for a few years now since I purchased my Jaguar S-type. Although its an older car and not one of the newer Jaguars or Land Rovers they have they always treat me with respect an purchased my Jaguar S-type. Although its an older car and not one of the newer Jaguars or Land Rovers they have they always treat me with respect and are willing to help me out. I love that my car is always washed even with a basic oil change. Thanks for the Birthday letter Alex! More