Land Rover Paramus

Jaguar = problematic cars and terrible service. This is a cautionary tale not only about problematic cars and also terrible service both from the local Jaguar dealer (Prestige Jaguar in Paramus NJ) This is a cautionary tale not only about problematic cars and also terrible service both from the local Jaguar dealer (Prestige Jaguar in Paramus NJ) and from Jaguar USA. My mom recently leased a 2018 E-PACE. She had it for less than A DAY when the problems began. The vehicle had to be towed to the local Jaguar dealer and that's when the nightmare began. The dealer repeatedly made promises about when the car would be fixed which they failed to keep but they also made promises about follow up phone calls which they also did not keep for which there is no excuse. Throughout this entire process both the dealer and Jaguar USA demonstrated a lack of caring and disrespect. It took two weeks to fix the car and both the dealer Prestige Jaguar and Jaguar USA had a bad attitude and did the bare minimum to resolve the issue. Here's the details: My mom recently leased the 2018 E-PACE. She had it for less than A DAY when the problems began. The car would not go into reverse. The vehicle was towed to Prestige Jaguar/Land Rover in Paramus New Jersey. The service here was terrible. The car sat for days before they even did anything, then they said they tried updating the firmware in the TCM and told us they would let us know when the car could be picked up. Prestige Jaguar failed to follow up with phone calls so we called a day later asking if the repair had been successful. They said they didn't know because they didn't get around to checking it. It would be yet another day before they could be bothered to even test it. Yet another day later they said that the firmware update did not fix it. When asked what the problem was or what needed to be replaced they said they "didn't know". Then a few days later they decided the TCM needed to be replaced and they were going to have to see if they could get authorization to replace it. Days dragged on and they finally got approval to order the TCM. A few more days later they had the TCM. They installed it and tested it told us that had not fix the problem. That process took a few days. We made calls to both the dealer and Jaguar USA asking when this problem would be resolved. We were back to square one. They didn't know what the problem is, they didn't know what would resolve it or when it would be resolved. A number of days later they said the car was fixed and what it needed was to have the TCM firmware installed again. There were a few weekends that passed during this process so all told it was two weeks that my mom was without the car. Prestige Jaguar in Paramus NJ never provided my mom with a loaner car. They said they were all already taken. Prestige Jaguar in Paramus NJ and Jaguar USA told my mom to rent a car to use in the mean time. My mom did eventually rent a car but not right away because throughout this ordeal it seemed like the car was going to be ready in just a few days. It wasn't until it became obvious that this was going to drag on and on did my mom finally rent a car. Here's where Jaguar USA adds insult to injury. Jaguar USA has a policy that if they cover the cost of a rental loaner they will only pay up to $45 a day. Given that math, Jaguar USA was willing to pay $45 x 14 days = $630. My mom did not rent a car for the entire time she was without the E-PACE, she only rented a car for three days, but when she did finally rent a car she didn't rent a crummy car that would be $45 a day with taxes etc. She rented a nicer car. Let's not forget she was renting something to use in lieu of a Jaguar. The total cost for the rental was $536.90. Though because the per-day rate was higher than $45 Jaguar won't cover it. They will only give $135.00 leaving my mom to absorb $401.90. This was Jaguar's official response: Good Morning Ms. ************, I believe that since the beginning of this case, I been 100% transparent and have set the proper expectations on rental reimbursement. I assure you that this rule was not personally made up by me. This was established by Jaguar Land Rover North America. I am sure that you can appreciate that in an organization, rules and guidelines are set that must be followed. $45 per day is the maximum on rental reimbursement. This cannot be adjusted or increased. If you remain dissatisfied with the decision, you may schedule an informal, nonbinding arbitration with the BBB AutoLine, a mediation/arbitration program administered by the Council of Better Business Bureaus. You may reach the BBB Autoline program by telephone at (800) 955-5100, option #2 or visit their website at www.bbb.org. Please see your Dispute Resolution Supplement for further information concerning mediation/arbitration. Regards, Ashanta ***** Customer Relationship Center Senior Representative Phone: 801-887-**** Fax: 888-410-**** So after leasing my mom a defective car and taking two weeks to fix it rather than trying to make things right Jaguar is saying "sue me". Nobody expects perfection but everybody expects things to be made right. More

Good sales man ship Very kind and professional handling Ken was good in listening and showing me options and very fair when we negotiated the potential price for the Ra Very kind and professional handling Ken was good in listening and showing me options and very fair when we negotiated the potential price for the Range. I happen to get another offer that was unbeatable More

GREAT SERVICE ! GREAT PLACE, GREAT SERVICE, PROFESSIONAL ATTENTION AND VERY HELPFUL PROFESSIONALS. HIGHLY RECOMMENDED FOR YOUR NEW CAR DEAL! I'M ENJOYING MY NEW VEL GREAT PLACE, GREAT SERVICE, PROFESSIONAL ATTENTION AND VERY HELPFUL PROFESSIONALS. HIGHLY RECOMMENDED FOR YOUR NEW CAR DEAL! I'M ENJOYING MY NEW VELAR AND ABSOLUTELY HAPPY ABOUT PRICE! KENNETH CESTERO, THANK YOU VERY MATCH! More

Very Impressed I had a great experience with Michael VanHouten. He was very knowledgeable and not pushy at all. I knew what i was looking for and Michael made it hap I had a great experience with Michael VanHouten. He was very knowledgeable and not pushy at all. I knew what i was looking for and Michael made it happen. I will recommend Michael to my friends and family for sure. More

They are liar. I have found a promotion of XE by chance around the end of May and contacted the dealer via email. One of internet team members has sent me a message I have found a promotion of XE by chance around the end of May and contacted the dealer via email. One of internet team members has sent me a message regarding the XE in a promotion. I have given him the numbers and terms I want including my current leasing car information. He has given me his best numbers but it was a little bit far from what I have expected and I gave up. However, a few days later, I have found the same XE with a better price on their promotion list in June and contacted him again to ask if I could get a better price but he was on vacation. Another person on the internet team has answered me they could work out to meet what I want and asked me to visit the dealer. It was yesterday, June 5th. To make sure I have asked her the XE in promotion available and I have got her confirmation. I have visited at 6:30pm and been introduced to a sales representative but she does not know the deal with their internet team and started to read the emails inattentively. And she gave me totally different numbers and terms with other XE. I have asked her that I have been confirmed and visited there for the XE in a promotion. The sales representative told me the XE in promotion has been sold and was not available and kept pushing me with another XE. I have not wanted to argue with her at that moment. She has not read the emails in detail and not tried to meet me in half. I just left there. The promotion on their website is just a kind of bait. You know what the funniest thing is one of my coworkers has asked the dealer the same XE in promotion availability in this morning and they still answered my coworker it is available. More

BEST SALES AGENT✅ Highly recommend Matthew Moskal and the entire dealership. Matthew was excellent from day 1. We went to other dealerships and he stood above all. Gett Highly recommend Matthew Moskal and the entire dealership. Matthew was excellent from day 1. We went to other dealerships and he stood above all. Getting a Range Rover doesn’t hurt either. GO SEE MATTHEW MOSKAL More

New Range Rover Matthew Moskal provided fantastic service. He was fliexoble with a few of my requests and made the process very simple. Was also honest and credible Matthew Moskal provided fantastic service. He was fliexoble with a few of my requests and made the process very simple. Was also honest and credible. I am new to Land Rover but very happy with my purchase and experience so far. More

Range Rover Velar 2018 We went to the Paramus dealership because we were poorly treated at the Parsippany dealer. Matt at Paramus was our sales guy. He was fantastic. He qui We went to the Paramus dealership because we were poorly treated at the Parsippany dealer. Matt at Paramus was our sales guy. He was fantastic. He quickly understood our needs, showed us the inventory available, and worked with us on a reasonable deal. Also was very accommodating with schedules. Really nice guy and approachable dealership. Happy with our purchase and service. Highly recommend this dealership! More

Good service It wos a pleasure doing businness with Jas Nayyar. She is a true proffesional and an asset to Jaguar Land Rover Paramus. We highly recomend her. Th It wos a pleasure doing businness with Jas Nayyar. She is a true proffesional and an asset to Jaguar Land Rover Paramus. We highly recomend her. Thank you very much Jas. Ana & Zyggi More

Horrible service I have had range rovers since 2011 and I am sad to say that I'm done with these cars. For the money that these cars cost the service stinks! It takes I have had range rovers since 2011 and I am sad to say that I'm done with these cars. For the money that these cars cost the service stinks! It takes one month to make a reservation to even get service and good luck getting a loaner car, you could probably get a kidney easier. The service is without question the worst I have ever seen in luxury cars. I paid $5000.00 in repairs after bringing it in for a cracked rim and supposedly they found "other problems" with the brakes etc. I had to beg for a loaner, call the manager and literally jump through hoops to get the loaner while they "serviced" my vehicle. The service coordinator Chris was rude and had an attitude. The best part is when I went to pick up my car the second I got into it it had a service fault. I wasted the day only to have to leave the car there again to have it "looked" at. Then I was told by Chris that the service fault was new since it was driven from the parking lot. Really?? More