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December 2023 by Phil R.
Updated 12/17/2023 I purchased a SVR 3 years ago n had terrible customer service then they handled me and now it's the same situation as my first terrible experience!I have a carbon hood that failed and it took me 2 months to get it repaired and 2 months after that it failed again.It has been a month and they got the hood n called me to bring it in and I did and now it's been there over a month and theirs politics so my 160k SVR been sitting there n I'm getting no where with them with continued run around and the GM or Service manager don't even return my calls!!Guess it needs to get legal..To bad for I have purchased cars from them and referred several people to them also..BUYER BEWARE
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November 2023 by Simple Honest Man
The best JLR dealership to purchase or lease a vehicle. The sales staff makes it stress free and very family oriented and they will really take care of you. Special thanks goes to the sales team that put the deal together and to Mark L.for the follow ups and stress free treatment and waiting for us to decide patiently after weeks / months.Our family stayed loyal to both brands for so many years and this is because of sales staffs expert knowledge and personal care to make sure we meet the exact numbers and make it happen year after year. THANK YOU JLR SAN JOSE !
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November 2023 by Yaser N.
I had to find an excuse to get my car back. They couldn't fix a simple issue but the took my car key. They said the warranty will be over in 3 weeks and they won't fix anything till then. Be careful with this car dealer
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October 2023 by Bloom F.
It was only 5 minutes into the test drive that Mark L was asking how we would pay for the car and if we liked it enough to buy it today, an $85k MSRP. When letting him know that for big ticket items like this, we like to weigh our options and come to a decision after several months. After talking up how amazing the car was, he immediately became mute. When met with a question, he was short and answered in a hostile manner.Surprised you allow sales people like this to represent your dealership for so long
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October 2023 by Bloom F
Don't talk to Mark L if you don't buy today after a test drive. He'll get real quiet and acts hostile if you ask him any question. Probably describe him as shortSurprised you allow sales people like this represent your dealership for so long
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October 2023 by My Mom Hits Me
One of the service advisors that goes by "Chuck" makes everyone else look horrible. Will not be taking my Defender there anymore and neither will my family.
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October 2023 by Mike T.
Company was sued. Won the case, and they paid all attorney fees along with the original payment we made on the car. Luckily no one died driving a faulty engine/transmission. Bunch of recalls that got out after this case. We barely see any Range Rover on the road now, that should say something about the quality.
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October 2023 by Ryan M.
They got their act together. This is now back to being a true luxury car dealership. Great experience
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September 2023 by Aline Souza
I own a Jaguar, and I've tried leaving voice messages multiple times to inquire about whether the scheduled review is supposed to take place at 20,000 or 21,000 miles. Unfortunately, I haven't received any callbacks or responses. This lack of communication is quite disappointing, especially considering the reputable brand name of Jaguar.
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July 2023 by Afshin D.
Unfortunate Discrimination Incident - Unresponsiveness from ManagementI was genuinely hoping to avoid resorting to writing this review on Yelp, but despite my repeated attempts to contact the general manager directly, I have yet to receive a response. The lack of acknowledgment has left me with no choice but to share my experience here.For over three years, I have been a loyal customer of this car service location. While the facility may appear a bit run-down and less than glamorous, I must commend my service advisor for consistently providing exceptional assistance.However, an incident in early June compelled me to speak up. Upon dropping off my car in the morning, I noticed that only one staff member, a male individual, was present to handle all customer interactions, including loaner vehicles. As I waited in the lobby for my loaner, I found myself accompanied by an elderly gentleman who had also brought in his car for service.To my dismay, what transpired next was deeply disheartening. When it was my turn to collect the loaner, I witnessed a female employee seeking guidance from the male staff member on selecting an appropriate vehicle for the elderly customer. Shockingly, his response included derogatory remarks such as, "I would not trust him with anything" and "Give him the shittiest car we have." Although the female employee promptly admonished him, reminding him of the inappropriateness of his comments, the damage had already been done. I stood mere feet away, bearing witness to the entire conversation.Such blatant discrimination based on age is absolutely unacceptable. Considering that the male staff member was the sole representative at that hour on Tuesday (as he explicitly mentioned due to an unusually long wait time), it should be a straightforward task to identify the individual responsible. It is paramount for this establishment to prioritize comprehensive employee education and training to prevent any future occurrence of distressing incidents like this.When I collected my car, I made it a point to request the contact information of the general manager so that I could personally share this incident with them. On the same week, I sent an email detailing what had transpired. However, despite a follow-up email after more than five weeks, I have not even received an acknowledgment of my concerns.It is my sincere hope that this review serves to raise awareness and prompts the necessary improvements in employee training and responsiveness. Discrimination should have no place in any establishment, and I believe that shining a light on this incident can contribute to positive change.
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July 2023 by M V.
Don't use the service department at Land Rover, Stevens Creek. They ripped us off by charging us over $1000 hour labor for our service. Our service advisor was Adrian Sadler. We asked to see the manager when we picked up our car, (which was ready just two hours after dropping it off), and realized we had been overcharged for hourly labor. We were told the manager was on a lunch break. We went back later and he wasn't available. We called many times to speak to him and he never returned our call. He was obviously avoiding us. We also ordered a new key fob which they charged over $1000 for. They said we could pick it up when we take the car for service. They then charged $365 to program it. They never mentioned this program charge when I ordered and paid for it. Two months later I am still waiting for the blade that goes inside. I reached out to the sales guy who sold me the fob and asked him to cancel the blade order since I never received it. He said he would see if this is possible and get back to me. He didn't. The lesson we learned from this is to always ask what the hourly labor rate is and not just sign an estimate which doesn't state the hourly rate or how many hours they estimate. Our estimate was $2167.50 for labor and it ended up just being 2 hours of labor. The price was not adjusted. We will never go back there due to their price gouging and lack of professional customer service. We will also be filing a complaint with California Bureau of Automotive Repair.
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June 2023 by Don Orozco
You get what you pay for. Sales person (Mark L, Filipino)was great. Service (Jimmy H, Service Guy) was awesome. Highly recommended.
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May 2023 by Dhruv Samant
Worst Jaguar service center by far. My car was under CPO warranty and it had a coolant leak. The person who picked up my phone talked to a service advisor and told me that this is not covered under CPO. I asked her to transfer me to the service advisor and I was directed to a mailbox. I called another Jaguar service center and they performed the necessary work on my car under the CPO warranty. Either Jaguar warranty is not honored at this service center or I was being taken for a ride.
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May 2023 by alonzo bolden
If ur looking for a vehicle at this place ask for Stacey Bahr, ipromise ur car buying experience will go smoothly and with professionalism!
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February 2023 by Bryan B.
I had a bizarre and unprofessional experience at the service department in this dealership. I've usually always had positive experiences, but my last one left a bad taste in my mouth when my service advisor, Alex N, tried to bully me into giving him a perfect score on the customer service survey, and then angrily called and confronted me when I did not.Before I even received my car back, I was texted by my service advisor to give him a perfect on the customer service survey. I told him I could not because I hadn't gotten the car back and could not assess the quality of the repair. Then he started talking about his compensation, and how the survey affected that, which was insanely inappropriate to speak about compensation to a customer and I was uncomfortable.My car's repairs had delays for 2 weeks and my steering wheel was misaligned when I picked it up requiring me to return so I did not have a perfect experience, and I was actually rather frustrated, but I was generous and gave him an 8 out of 10 on the survey. The following morning I received an angry phone call asking me why I had given him less than a perfect score on an anonymous survey then he hung up on me.First of all, it was supposed to be an anonymous survey and it's the customer's right to judge what the rating is. Secondly, I was being contacted using personal information for non-work related business. Third, the tone in which he addressed me was completely unacceptable. I was completely creeped out that some angry guy was accessing private customer information to contact them about non-work related things. Imagine if a nurse at a hospital accessed your phone number or address to talk to you about non-health related things.There was absolutely a racial component to my interaction with my service advisor, he would not have spoken to me in such a way if I was an older white man, but he felt brave enough to pressure a young Asian man. If you are a person of color and/or immigrant, I would monitor your interactions with this dealership very closely, and file a complaint if you were treated differently or discriminated against.Ultimately, the interaction was so inappropriate that I filed a formal complaint with Jaguar North America.I recommend that anyone who has a negative or unethical interaction with this dealership to do two things to empower themselves:1. Give them your feedback on the survey, and if they don't give you a survey-- ask for one! Dealerships are really impacted by scores on these surveys, and if they think you will not give them a good score, some of them will not send you one. ALWAYS demand a survey at the end of a service or a transaction. 2. Contact Jaguar North America either through phone or email and file a case if they do anything unethical. Corporate and dealerships are two different entities, and corporate has a lot of power over the dealerships in getting allocation of cars and bonuses. 1800-4-JAGUAR or jaguarusa.com/contact-us…
