Land Rover Virginia Beach

My experience purchasing a CPO Jaguar F-Pace, has been a mix of both abhorrent and great. My first sales person Garrett, literally told me to go buy a competitor’s car when I asked if they negotiated on add on products (e.g. extended warranty). I then had a good experience when I ultimately purchased the vehicle, that was a seamless process and short lived. Five days later I started experiencing problems with a key fob and the InControl app. I tried calling and was told I would hear back shortly. Only after calling back and asking for a Sales Manager after waiting longer than 2.5 hours did I finally receive some service. Everything went downhill from there. I had to bring the car in for service. I provided two videos of the issues I was having and had different Sales Manager witness the issues in person. The Service Advisor, Faith Lytle, then thought it would smart to offer to send me a video of how to use keyless entry and a key fob, as if I was some idiot that had not used one since they were created more than 15 years ago. After requesting to see the original CPO inspection, I found out that the inspection had errors on it. So, Do Not Trust their CPO process, or double check it before purchasing! To add insult to injury Faith then had the audacity to state on my service write-up that I would have to go back to the dealership to replicate the issues that they had on video and witnessed by a Sales Manager, because they could not duplicate the issues. I am not a trained xxxxxx that responds on command, especially when she had the evidence on video and a manager witnessed the issues already. The great part of this experience was Sales Manager, Charisse and Service Foreman, Collin. The two of them did a tremendous job in calming the storm that was my rage. Charisse did tremendous job bridging the sales/service chasm. Collin did an amazing job researching and diagnosing the vehicle then taking the time to explain how things operated to me in person. Their efforts should be recognized as it stopped me from pursuing a legal action! Their senior management could not care less about the customer experience. This was evident by the delegation of resolving my issues to Charisse. Nor was Faith’s unprofessionalism addressed. Overall, even with a positive end DO NOT PUCHASE anything from JLR Virginia Beach! If you do, know you are doing so at your own risk.

My automobile was serviced on February 16th, 2024, for an oil change and to address a coolant leak. The service was prompt and offered at a fair price. Charlie Bacs, the service consultant, demonstrated professionalism, transparency, and honesty. Rarely do I feel at ease while visiting a dealership, as I usually sense someone attempting to use or take advantage of me. Thank you, Charlie, for your support and assistance!

Today, January 29, 2024, I took my 2020 Jaguar E-Pace to the dealer for a FOB programming. David took care of my problem and the entire experience was outstanding. Everyone that I interacted with was polite, professional, ready to help. Tudor Petre