Jaguar North Scottsdale

Decided last minute in 2017 to purchase a vehicle. Looked at Porsche, Land Rover and others. Mark, Jason and the team had such an outstanding approach to customer service and working & guiding me through the process that I couldn't help but purchase from them. Mark and Jason are true sales professionals and a shining example all should emulate.
Looking forward to a long term relationship with North Scottsdale Land Rover!

Such a fantastic experience at Jaquar North Scottsdale. My husband and I were undecided on whether or not to purchase a new car. Honestly, we were just browsing, then Jacob Andrew shows up with his sweet voice, asking if we needed any help.

He noticed we were looking at the Tesla Model S in red, and boy, and this car is a beauty. Jacob gently guided us to his desk and went to work.

In three hours, we were sitting in with the beautiful Terres Martori signing documents.
Terres made the transition experience with honestly and comfort. Terres should teach a few people how it's done.

I'm telling you, Jaguar North Scottsdale is number one at getting the job done seamlessly and gracefully.

I wouldn't hesitate to go there again and refer as many people to enjoy the same kind of courtesy that my husband and I received.

Thanks again, Jaquar North Scottsdale; we drove away happy.

Almost three months to service our car. This place is a joke! One issue after another, they have no customer service skills or training whatsoever!
They promise the car will be ready and then they notify us that they are going on vacation so too bad.. we need to wait longer.
Worst experience in the 40 years I have owned vehicles!!!!
I would rate minus if the stars went below one star

They posted a response here on Yelp to reach out to them to discuss further. I did just that and have not received any response. Its all just for show on here or an automated response.

Jaguar North Scottsdale (JNS) Penske Automotive Group - 06 Jaguar S Type 3.0
Initial Problem: GAS GAUGE not functioning - Needle stays on empty. The second problem was created while in the possession of JNS. The second problem was never identified, nor fixed.

6/27/2023 - JNS completed diagnostic assessment. Finding: "fuel pump/senders somehow became dislodged". Received invoice for $510, paid immediately. Provided an estimate to repair "fuel pump/senders somehow became dislodged" - $3,994.36. Same day, I intended to drive the car home prior to gas gauge repair. I was given the key to my car, started forward and the car would not accelerate - basically "limp mode". I returned to the service department, explained the new problem, and stated clearly that this condition did not exist prior to the diagnostic service provided by JNS. The Service Advisor requested I leave the car to determine why I had this new problem. It was unsafe to drive.

6/29/2023 - I called and informed the Service Advisor, in addition to finding out why my car had this new problem, I authorized JNS to repair the GAS GAUGE problem.

7/10/2023 - Received call from the Service Advisor stating the GAS GAUGE problem was resolved. However, "When the technician went for a test drive, he experienced what you did with the loss of performance." Additionally, the Service Advisor sent me an email stating "Not sure what could have happened, but we will get to the bottom of it. The technician was reminded that the first time the issue occurred was after the diagnostic. I will let you know what we determine tomorrow."

7/14/2023 - Email from Service Advisor "Shop foreman and service technician are stumped". Shop foreman thinks it could be a problem with an "aftermarket coil packs, but not100% sure". In good faith, I provided service repair history on the car to help with the problem determination. Service Advisor "I am amazed as you are that they have not been able to figure this out yet. I spoke to my service director on it as well. I appreciate your patience and assure you I am doing everything within my ability to push this along."

7/14/2023 - Phone call from Service Advisor Carlos Barela "Mr. Barela then told me JNS would not work on a vehicle that was previously serviced at another vehicle repair garage. The quality of parts installed by another service provider is in question. The senior service technician told Mr. Barela "I would not recommend we work on a vehicle previously serviced by another repair garage."

At the end of this conversation, Mr. Barela stated that I should have my car towed to my prior service provider because my car is not safe to drive on the public highway and have them correct the problem. In other words, JNS did not fix the problem that arose after the initial diagnosis.

7/18/2023 - GAS Gauge repair paid in full $3,741.81. Several attempts were made to get JNS Senior Management involved to assess the new problem.

7/19/2023 - I received an email from SVP, Human Resources and Legal Counsel: "We reserve the right to decline service when we are not reasonably confident in our ability to identify and resolve a customer's issues. This is one such case where we have to exercise that right. This is because the vehicle has had a number of aftermarkets, unapproved parts installed on it. Our factory-trained technicians have reviewed this vehicle and do not have confidence they can fix this issue. We do not have an obligation to service your vehicle, and it would be unethical for us to do so when we do not believe we can fix it. While I regret we will not be able to assist you, this is our final position on the issue."

This statement does not identify specifically what the problem is, assumes there are outside influences causing the problem, and basically just told me to take a hike.

7/26/2023 - My vehicle was towed to another service provider to resolve the problem.

Bottomline: JNS had my car for 29 days, a second problem arouse while in JNS possession, JNS could never identify what the problem was, speculated some other mysterious component was causing the problem and basically said to hell with customer service, get your car off our property.

Finally, JNS never asked me when I took the car in for servicing if the car had been serviced by anyone else or if any part on my vehicle was an "unapproved" JNS part.

While driving from Sedona to Los Angeles my 2011 Jaguar XF with 73,00 miles warning light came on half way to Scottsdale. I called my Jaguar mechanic in Culver City CA and he told me the that the warning light indicated that the ALTERNATOR had failed and that I should stop the car at the nearest garage and put in a new alternator. Eventually the car came to a complete stop. A $500 tow took me to Jaguar North Scottsdale. I told them that the problem was the ALTERNATOR They insisted it was not the ALTERNATOR and had to check the engine. etc. They said it might cost between 4 and 6 thousand dollars to repair and might even need a new engine. They also recommended a new coolant system and a new tire. They did correctly diagnosed a defective thermostat which prevented coolant from getting into the engine. The car was brought in on a Wednesday, we just wanted to get on our way and return to LA. They had other ideas and told us they would not be able to get to the car until next week. We rented a car from Hertz on Thursday and drove 6 hours to our home in Los Angeles. I had shown the service rep our extended warrant and he told us it probably wouldn't be of value to fix our car. The next week I called him and and was told that insurance companies are very slow. I called the warranty company and they told me that no one had contacted them. I then found out he had called the wrong warranty company. My warranty company sent an inspector the next day and said the thermostat was the problem and was not a covered part. However Jaguar still had not identified that the ALTERNATOR which was a covered part was the problem.
I had the car towed to Mitchells British Automotive Co. in Culver City. They repaired the car in 2 days and we had it for the weekend. Ion Mitchell contacted the correct warranty company and the cost of the ALTERNATOR was covered by them.
What I learned from this experience is that NEVER take your car to the agency when it is out of warranty. I t seems that they only want to do as much work on the car as they can and drive up the bill to many thousands of dollars.
Mr. Mitchell has 20 Master Mechanic degrees posted on his wall and used to work for a Los Angeles Jaguar agency but quit when he found out how they inflated the costs and recommend work that was not needed. When he quit they refused to sell him parts.

Dennis G Los Angeles

The service department is wonderful. I've been working with Carlos Barela, for four years. He's responsive, knowledgeable and caring. Thank you, Carlos!

Although my jaguar has been in for service at least 4 times in the last 3 months - I have to say, Jaguar has been absolutely wonderful with me. They even sent a flat bed tow truck to pick my car up during one of the engine light emergencies. This was amazing because it saved me a three hour drive. Recently, the engine light came up again and I had to take my car in for service - again. John Quinones was my service guy and I can not even begin to tell you how amazing this man was. He got me a rental car, he took excellent care of my car, he gave me updates everyday - he was just beyond exceptional. Thank you Jaguar for hiring such amazing people - now if you can only get this Jaguar SUV technology down, we'd be life long partners. THANKS AGAIN!

My car has been in for service 8 times - 6 of the visits were for same problem. The GM Mark Soendley is RUDE DISRESPECTFUL AND INSULTING he shared with me raising his voice "I'm from Lexus and I never had these problems, you bought the car" he then said - "I don't care how many times you have this car in my service, corporate pays it's all warranty!" He refused to listen told the advocate Jelani White from LRNA customer relations he's not longer allowed to be my advocate, she's the problem!
LRNA you have the wrong person in the seat to lead a team, for customer care and represent your company - my car is a 2020 with under 2000k miles - replaced computer cluster panel - struts - under arm control panels(TWICE) drained all the glycol out of the rear hydro bushing HOOD VENT replaced - returned my car with with rim rash - replaced the panel to the passenger door did not close properly chipped the paint - repainted the door - my service representative Carlos B is AWESOME - kind caring apologized!!! He's gone above and beyond. My car went to chandler today - test drive and YES grind noise under my right tire - HEARD IT - the sudden RPM to 5 and car won't go - DID IT ... as Scottsdale said NFF ... NO FAULT FOUND!!! Warning about about Scottsdale Land Rover Penske Auto Mall ... DO SOMETHING - we invested in you -

Updating as of 7/6/20.

One thing after another, today the last straw has me updating a Yelp review, of all things. When I bought the car, I mentioned to the salesman I noticed a slight rattle on startup, nothing worrying but still something. Was assured I'd be taken care of if something happened, bought the $3,000 extended warranty - fine.

A couple weeks later I make the 45 minute drive back there after having scheduled an inspection upon realizing I had an oil leak as well as the rattle worsening. Not only did they not actually have my appointment penned in, the service tech couldn't be bothered to look at it for more than 10 minutes. I was also rhetorically asked, "It's not a new car, what do you expect?" They also claimed they couldn't reproduce the rattling noise - which sounds like a loose exhaust pipe or material debris in the catalytic converter and happens when you slightly depress the accelerator. I sat in the parking lot for 5 minutes recreating the obnoxious noise before taking my sorry self home in a rattling, oil leaking Cadillac. I have this noise on video, too, to which I was told it 'sounds normal!'

Today, as eluded to above, saw my last modicum of patience for this situation absolved. I went to renew the registration on another vehicle of mine and saw that the Arizona MVD received paperwork for this car as of 6/25/20 - a month and one week past the date I bought the car. I'm unable to drive it for risk of being ticketed, as the temporary plate is expired, and I'm simply lucky I have another vehicle to drive in the meantime.

I understand that I bought a used car from an otherwise high-end dealership, with clientele that typically match its caliber. What I don't understand is that I received far more amicable service from an AutoNation service center with my Ford (that made it WORTH the 45 minute drive) than I wound up receiving here after they had my money.

Here's a link to my video of the sound at low speed, the very same video I was told sounds completely normal. As someone who's worked in shops and still works on cars, I don't know what version of normal this is; but it isn't mine.

https://www.youtube.com/watch?v=l0RiJStNNLU

Regards.

BIG THANK YOU!! Jaguar North Scottsdale.
I LOVE my car.
It's been a week with my beautiful white
XF supercharge and no speeding tickets yet!
Seriously, I can't praise this dealerships sales team enough. Dave and Willy were delightful to work with, no stress or pressure to purchase. They were very informative and patient. (I think I asked the same question 5 times )
Extra thanks to Brian for the deal. and making me feel like a priority.
Bravo, job well done!

P.s.
Can't remember the IT guy's name but he merged my contacts from my phone to the car in 6 seconds. He really knows his stuff....