Steer clear of Jaguar!

In August 2023, I booked my vehicle, a Jaguar E-Pace at the Umhlanga dealership for a service and other minor issues. At this point, I had a service plan in place which was fully paid for. I received a confirmation sms confirming that my vehicle had been booked for a service.

When I uplifted my vehicle from the dealership, I accepted that my vehicle service was done. During February 2024, the check engine warning light was illuminated. I took my vehicle to Jaguar Umhlanga to enquire about the fault and also inform them that the vehicle showed that a service was due. The vehicle was checked and I was informed that they did not carry out a service when the vehicle had been booked in August 2023. I was informed that the person who assisted me at the time of my booking, had not captured that the vehicle was to be serviced. This took me aback as the main reason for my contacting Jaguar, was my service was due. I requested the service assistant to check their records as I did receive a confirmation sms that my vehicle had been booked for a service. She checked her system and there was indeed a confirmation sms that had been sent to me stating that my vehicle was booked for a service. The service agent also stated that all calls are recorded, however, she could not find the recording to my call. This was very odd. I was assured by the service assistant that she would follow up and get back to me. On 29 February 2024, I escalated my dissatisfaction and complaint by forwarding an email to *** and was issued with reference number ***.

On 01 March 2024, I was contacted by a Mr Xabiso Poswa who was provided with all the information. There was back and forth communication with Mr Poswa and then on 11 March 2024, he forwarded an email to me stating that he had concluded his investigation and concluded that the sms sent by JLR Umhlanga was in fact a generic sms and that I should consider the entire situation as human error and that the matter has been closed. No further action was taken by JLR. I sent subsequent emails to Mr Poswa enquring whether he had listened to or enquired about the recordings. However, my follow up emails were never responded to. This dealership is extremely shady and all customers should be aware of their underhanded behaviour especially if you have a service plan in place. The misrepresentation, dishonesty and lack of customer service is why I will never do business with Jaguar in future.